How to Get More Buy-In at Your Shop

“When a team takes ownership of the problem, the problem gets solved.” Jocko Willink 

Think back on all your extended vacations. How many times did you take the rental car to the car wash? I conducted an official survey of a select group of leaders who have high attention to detail.

I added their combined total of lifetime rental car washes and placed their numbers into my special spreadsheet. The total came to ZERO!

You have NEVER washed the rental car!  Why?  It’s because you didn’t own it, and you place a higher value on things that you own.

How to Conquer the Car Count Paradox

"The greatest gift to give yourself is the willingness to change your mind." Marianne Williamson

Have you ever seen a fight break out at the dentist’s office? Let’s think about your last visit. The receptionist handed you a card and said, “Your next appointment will be on May 1st.”

She didn’t ask, “would you like to come in on May 1st?” or, “You don’t want to schedule your next appointment, do you?” She just told you the date and assumed you would accept it.

The Difference Between Losing and Being Beaten

“He who chases two rabbits catches neither.” Confucius 

In his book Essentialism, The Disciplined Pursuit of Less, Greg McKeon tells the story of Larry Gelwix, one of the most successful high school rugby coaches in history.

In thirty-five years, his Highland High School Rugby Team compiled a record of 419 wins, 10 losses, and 20 national championships! 

If you played for coach Gelwix, here’s what he would tell you:

The Batting Cage Strategy

“Some defeats are only installments to victory." Jacob Riis 

One of the biggest mistakes you can make is judging the success of your effort by the initial response you get. I was reminded of this as I sat through a 20 Group meeting. Mike Haley, the former hiring class instructor, was the guest speaker on the agenda.

He opened his session by asking about the current state of hiring in the shops. One owner talked about running an employment ad that didn't work. Someone else mentioned having a scheduled interview with a great candidate who didn't show up for the appointment. Then there was another entrepreneur who chimed in about using a head hunter only to have the resulting hire quit on them.

How to Increase the WOW Count at Your Shop

“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”  Richard Branson

Imagine that you’re a customer getting your car serviced at your shop. What are the first words that come to mind when you pull up to the curb?  

What’s the first impression you get as you walk up to the counter? How do you feel after interacting with your service advisor? 

Be brutally honest. If you weren’t the owner, would you enthusiastically refer your shop to your friends? If your first words, impressions, and feelings weren’t “WOW,” you would be unlikely to refer.