Understanding Your Auto Repair Shop’s Key Performance Indicators

Understanding Your Auto Repair Shop’s Key Performance Indicators


[Music] good morning good morning everybody or maybe I should or maybe we should say good afternoon depending where you are on this great planet so thanks so much for joining us I know that your time is valuable and the fact that you’re willing to give it up and spend some time with us is really an honor to say the least it sure is yes happy Tuesday morning to all of you out there and thank you like pasta for giving up your time to be with us is boring we are going to be heading up a wonderful webinar for you today called understanding your shots KP is something that we could all use a little tune-up on so we’re excited for this content yeah no doubt about that how about a special thank you doors what do you think this morning you think that’s appropriate oh man do I ever get to Jasper Jasper engines and transmissions for all that you do not only for as we just have such respect for your company and the principles that you live by but for what you do for this industry thank you for promoting this webinar and bringing it to your customers we know there’s going to be a lot of value there for them yeah very very kind of you to do that so from my heart to yours thanks again for us for helping us in every way did you do so for those of you that are new to us for those of you that are not do to us I apologize you have to put up with me again so my apology goes first I guess for those of you that are new to us my name is Bob Cooper and I’m the president of l89 Milwaukee guy I get to work with a lot of very very very very very super extra talented people with a lot of different ways we are coaches and all of our staff are really a blessing to me into this company and certainly the industry and I’m also able to work with doors Barnes and doors was kind enough to us share this time with us this morning and she’s going to be co-presenting this content with me absolutely yeah I’m pretty lucky to get the hang of this guy new doors Barnes again is my name I’m the director of customer relations here with Elise I do a lot of presenting for the company a lot of teaching I do a lot of these webinars and seminars and so it’s an honor for me to be here Cory yeah it certainly is she’s very gifted at what she does and you’re going to find that out today there’s no question about that in regard to who we are in sort of a bigger picture we’re a company that lives by a principle that one we’ll never do is we’ll never put money ahead of people so that’s a little bit about who we are and let’s change gears here a little bit let’s talk about what we do which i think is going to be very important and everyone to do as well so as an organization we help shop owners build more successful businesses and reach their goals while having a positive impact on their employees their customers and their communities so we want all those things to come together to help them achieve top levels of success yeah that’s certainly what we’re all about let’s talk about this particular course if we could you know what are we looking to do well one of the things that we want to clearly is we want to help you in every way that we can today what we’re going to do is we’re going to provide you with this information it’s not only going to help you with your KPIs better understand them but employee is important give you the information that you need that’s going to be able to bring immediate improvement to the profitability of your shopping online personally I’m sort of excited about this opportunity to help you in this way so of course agenda today we’re going to start there doing the basic business model of a successful shop don’t start there you bet that’s number one on our list number two on our list is we’re going take a look at the average recorder and we’re going to show you some things you can do to sort of tune it up and get it to where it needs to be we’re going to review partnering with a belieber gross profit KPIs and proven strategies for improvement on those which I think you guys are gonna really enjoy yeah so there’s truth as we promised you an email that you’d received or the messaging the different key we’re going to look at all three of these today but then we thought you know if we can’t do a course like this without bringing it back to let’s call it business 101 and we’re going to take a few minutes and do a little bit of a review is we can call it a job description of a shop owner I think this is something that everybody needs to be reminded of on a regular basis anas lastly stick around because we are going to be providing you with two very powerful resources at the end of this webinar that we we gave a lot of us do and work which is really excited about what we can do for you today yeah I really think you’re gonna I think you’re but I shouldn’t say I think I know you’re gonna really like I know you’re really like you’re at the very end how we’re going to be able to help you with absolutely and how to best benefit yeah well number one first person most importantly we know for many of you you’re actually watching this webinar your shop or some environment maybe from the Starbucks or maybe from a bar somewhere or whatever I’m just giving our time guys to go yeah the baby in some cases knowing some of you that probably is do everything can can do please to make sure that you’re uninterrupted take really good notes we are going to share some what we’ll call green zone strategies things that you guys may want to make notice for going through this content space there you go and please please please please keep an open mind critically important you already have an open mind your goods are as I’m sure you’re attending courses like this so we know that you live in that world and the other thing that I wanted to mention to you is one of the things we’re doing with this program by the way this is a new format a new a new platform that we’re now using for our webinars and we’re really thrilled about it because they have a really great benefits and one of the things that we’re able to do is we’re able to do a type in Q&A session so toward the end of this program what we’re going to be doing is we’re to be asking for any questions that you might have relative to any of the material that we covered today and all that you’ll need to do is somewhere on your your control panel on the right hand side you’ll see a little thing where you can click on it you can type in questions when you type in those questions those will come up and then we’ll take a look at those questions when the Q&A session starts we’ll take a look at those questions and we’ll try to answer them as well as we can and as many of them we yeah so then that’s the plan okay doors let’s move out a little bit further all right okay so so wonder how to best benefit here you can click this small orange button to hide your little control panel so that little arrow button that you see will close that and then we expand that so when we get to Q&A time and you guys want to start sighs any questions you can click that button again and and and then play it back away yeah there you go so I’m going to actually do that myself course I just did our rule panel guys on right hand side again orange but all you need to do is click on it it will give you more of a screen view absolutely yes I love this program okay Dorothy a really cool okay so moving on guys let’s get into our content today okay so let’s start we’re off to the races okay first and foremost let’s do this guy’s a gallon please take a little bit of a quick overview of the ideal business model for an auto repair business and it’s referred to we like to refer to it as a 40-40-20 model and let me show you how easy it is to look at this number one the first thing you need to bear in mind is you need to look at your cost of goods but some people refer to as cost of sales sometimes they’ll interchange those words but that number needs to be 40% of your entire sale this means functionally when you take enough up let’s say $100,000 at the end of the month $40,000 and no more than 40,000 of those hundred thousand dollars are going to go to your pocketbook water constitutes cost of goods or any expense that you incur after the customer says yep let’s go ahead and do it that means the water pump you have to buy a six pack car that means the technician you have to pay on flat rate fix that car any cost that’s incurred after the customer says let’s go ahead and do it is referred to as a cost of sale that target needs to be forty percent or lower of your tire sales so again looking at a hundred thousand dollar business model or example here today that would mean your cost of goods for that particular month should not exceed $40,000 $40,000 now we have another one don’t be Doris we do so your fixed operating expenses would be forty percent again so no more than forty thousand dollars with under $1,000 example and so it’s not reading expenses rent utilities insurances advertising would be an example software programs that you have so this would be anything that you have to spend on regardless of whether or not one customer walks through your door I mean whether or not a customer shows up you really have to have these things in mind and we’re going to be ready to do this yeah so as those two together at the end of the month if you control if you have a hundred thousand dollar month and if you’re able to control your cost of goods your top sales to forty thousand dollars and if you’re able to control your fixed expenses operating expenses to forty thousand dollars then as you can imagine not a lot of tough maggio right you wind up with a net income of twenty percent of sales which would be twenty thousand dollars so if you’re not there we need to help you get there that’s what we need to do more to share yes with you they’re going to do just that today yeah the doors fun you ready to move on yes okay so guys again basic business model that we like to look at doors when we do that why don’t we start off with a average worker workers but we plays yes I’d be happy good okay so as of June 1 this year we wanted the most current information in front of you today we as a company and our network fans very very broadly in this industry find that the target in a general sense would be two and a half labor hours per repair order so the best way to look at you know where should my aro be it’s not going to be by the dollars and cents without aro a lot of times people ask us what should my aro be and of course the first thing we need to understand is what they’re charging for labor per hour right so this is going to vary dollars and cents wise so we want to bring it back to how many labor hours are we selling and two-and-a-half is a very real number a lot of our clients operate a 3 labor hours per RL and of course different things are going to dictate you know what your your advisors ability to do it needs to be done everything that you have set up around your service advisor the type of customers coming through your door of course affect this as well so this is a real target it’s when you should be shooting for so take a look at where you are and find out where are we are we at 1.75 are we at – if you find it you’re beneath those we have some crimson strategies here but we’re going to help you understand what are some of the things that I can do in my facility to get to this number okay yeah we’ll sent Doris you know she brings up a really great point by the way when she mentioned about when you’re looking to your aro you got to be really careful with that number because a lot of guys and gals blast us well she what should my aro be or what’s the national average for an aro and that’s misleading is could be because like door says labor rates in San Francisco may very well be considerably different than labor rates and possibly South Georgia or other parts of the country so because of that it’s hard to assign a dollar per value with a dollar value to an aro but what we can assign is the labor hours and what we found is or says two and a half to three hours what the top guys in America are currently doing so if you’re not there let’s do this let’s take a look at some of the things you can do to get there all right number one first and foremost we’re goal oriented company everything as we do it all around both families your life your business everything should be around goal and one of the things you need to do is you need to have really clearly defined Aero labor sales goals and so wherever you’re at right now if you find if you’re a 1.5 flavor hours as an example then you go not what we need to get set up and we’re not asking you go out there and change the world tomorrow and all of a sudden to fall into a few two-and-a-half or three but what we’re asking you to do is start setting goals where you can improve the performance so first and foremost Orson I put a lot of thought in this you know what do you need to address first and foremost and every case it’s going to be the hours per hour so set those goals guiding l’s next you really as a leader in the company withdrew the owner the manager I’m sure would be team effort ensure there is a company-wide belief in preventive services um we do a lot of high-level service advisor training for this industry and one of the things that we find it’s really really widespread as many service advisors don’t believe in maintenance work they really have a hard time on selling the value of it because they don’t necessarily see it as very needed to be honest which is a little concerning right so let me listen again you think my gosh this is what they’re selling every day a customer and so we really need to educate them we think a lot of it is just pure lack of education you know what happens you know what are the real facts about what could how the vehicle benefits how the customer benefits which we’ll talk about a little bit more in a moment that’s a get everybody on the same page you know how company meetings where you guys are discussing new things and showing data show factual data you know documentation about these preventive service and how they’re really going to benefit your customers in so many different ways oh yeah what a great statement huh so all of you that are business owners take a deep breath and set a meeting aside for all your guys and gals and have a conversation about how the customers really do win when they authorize preventative maintenance and one of the things that I always laugh about I’ve mentioned through lots of people over the years the 21 everybody drive down the freeway or any side row one of the things that will rarely see because the Mercedes off to the side of the road or on a tow truck and the reason for my point of view isn’t because they’re necessarily better engineers the reason from my point of view that you don’t see Mercedes broken-down that often is because Mercedes is an organization they do a really good job of teaching their customers one thing and that’s taking care of that automobile having that maintenance done so this is no different with your company if you want to see your a aro cup then set those labor goals and make sure that everybody like doors that your company has a voice and preventative pavements all right okay let’s take a look at the next one if we could all right okay developing and selling testing packages sub yeah this is a biggie and when it says packages were literally talking about packages you never want to sell time and I know we know that there are still some shops out there that fall into that trap that horrible trap of telling a custom role is to take about an hour to check it out and we’re just charge this you need to really offer packages for your testing and now it’s not the time to get into a conversation about that because it’s a pretty big conversation and itself that you really need to do you need to have these level-1 level-2 different packages available and you need to make those to make those available to your customer so if you don’t have those packages and place it down with your text and knowing you and have that conversation and you notice how Bob is referring to it as testing versus diagnosis the customers really can wrap their heads around what it means to have to test a vehicle I feel like when we sell diagnosis it’s a little bit more abstract and it also leads the customer to believe that we are selling the answer which will just give them right guys please give us one column so it’s a really great little value in what it is that you’re doing is a great point doors and how about this one doors and next we have to be sure to mandate comprehensive vehicle inspections that are fully documented and reviewed by management so this is something that we see all too often where there’s a lot of inconsistency in the thoroughness on every vehicle that comes to your facility for inspections and your technician um understanding it there’s no great area here that this really is absolutely critical to the success of the company and also for the customer safety and all of those things we make sure that we do these every single time without exception and so these things are going to allow your advisers the opportunity to sell you know if that work is not discovered of course and it dramatically can reduce our average repair worker yeah what a great message doors what a great message and if you do what she’s asking me to do and please for the next poll point which says providing full disclosure complete disclosure of all discoveries don’t hold back on anything to each and every customer from an epoch point of view we have a responsibility to do that everybody that comes into the shop if we know something about whether her needs attention need service we have an ethic responsibility to let them know so if you want to see your arrows go up here’s my guaranteed ways they’re going to help you make that improvement now doors let’s change gears here again all right could we please yes and let’s talk about the GP on parts okay so for your parts gross profit as of June 1 the target 50 to 54 percent and we know that some companies out there for doing more than that we live in a world that says you know just because you can charge a customer more doesn’t necessarily mean you should we need to remain somewhat competitive with parts prices and we really strongly believe that you make more of a more generous look at making more of margin in your labour gross profits because I’m thrilled to sell my technicians and white people every day they can’t go down the street and get my people so so this is a really good place to live you’re going to be able to 50 to 54 percent targets you’re going to be able to run a profitable business to make sure the ER elves are doing the right thing for the community and the customers as well yeah great message Doris I’m I’m on board so guys because if you’re not a fifty to fifty four percent how do you get there well it’s your contact bull word again right setting apart GP goals and remembering now this is an important one and this may be new to up to many of you please bear in mind you can’t take percentages to the bank and we all understand you delete the importance of percentages all of our business development coaches understand we we sort of get that we get that but we also know that you can’t take percentages to the bank suppose you can’t pay your employees what percentage you got to pay those guys and gals with dollars that’s right so the reason that I mention that is some guys are so hung up on a percentage they want to protect that GP as a percentage so much they forget the importance of what we’ll call gross dollars so what if let me give you an example let me pull up another bullet point all right it says utilize a proper pricing formula and of course this is self-evident in all cases if you want to get to a party B you have to have a formula to get to that GP but it also says in monitoring gross profit dollars being generated per hour and if you take a look at that and I’ll just give you an example sometimes when you’re selling these big-ticket items when you’re selling transmissions or engines or anything that’s really a big-ticket item you know what you’re not going to make that same GP on that part you do it on maybe a set of ranks there’s no question about that but look at the share dollars per hour that you’re generating with that sale that’s where though that’s where it just sort of like explodes so not only can you generate more dollars per hour in many cases with bigger ticket items at smaller GPS when it comes to percentages but the cool thing is you’ll also wind up with a customer if they do buy a big-ticket item from you transmissions engines things of that nature typically you’re going to have a customer for life long period because they believe in you and they’re going to be coming back to you for all the other services so please please please please bear in mind you got to have these targets we want you to work toward them but you know what if you were shop or if you came to me and you said hey Cooper what last month my cart GP with this percentage and I had another shop owner that was 2 or 3 points lower than you but he had more gross profit dollars I would say you know what he’s running a better business because it all leads to the dollars and cents not just a percentages so gosh I hope that makes sense right I really do all right let’s take a look at another one doors and provide your steer advisors with tools that minimize discounting you know in Advisors world you know they want to make sure your customers are really really happy and it can be really easy and it can be a fallback if they get used to it at discount work right the things that work really really well that you might try doing did you might provide them with a budget each month so you might say okay you know what’s the average that we really believe we’re going to need to be able to get out in discounting we’re in goodwill dollars to appease our customers what’s going to make sense and you’re going to want to look at the mystery but if you know that you’re heavy in discounting you’re going to really need to scale that number back and help your advisor start to build more value in what it is that they’re selling versus just falling on discounting your work instance it sends the wrong signal to the customer it trains them to always ask you for discounts and it’s devaluing what you’re they’re doing every day that it that is so valuable on so you may provide it with a budget and say hey you know service advisors here’s the deal you have what’s this $400 we request for the month and you know whatever is left over at the end of the month that you don’t use for customers and discounts you get half of that it will be a bonus for you and a company we’ll get the other half so now they have a stake in it now it matters to them it’s coming out of their pocket so this works really really well I’ll just make sure that you set that budget the appropriate place so set the budget have a conversation with your advisor right and let them know it’s sort of like their money to lose that’s right ah is that pretty cool or what guys now before they give that discount to that customer they’ll think of a cheek you know that’s going to cost me as well as is the compass costing the company so doors have that’s a rock-solid great suggestion how about this one Zara next it says utilizing ethics base skills training the teachers advisors how to sell the benefits of the service rather than parts and labor you know one of the things about this the wrong kind of sales training your advisors aren’t going to be able to get behind if they feel that it’s just about taking dollars and cents from people it’s more about driving us a number sell sell sell sell tell these people over then have to get them to say yes the things that they don’t need this is commonly felt in the industry Bachelor buzzers we do a ton of filtering as I mentioned earlier you’ve got to make sure that it’s really centered in doing the right things to the right reason for example in our training will only say if your customers were in this room right now we’re not going to change a single word of this because we know it’s the right thing to do for them so it’s got to be epic space but instead of teacher advisors how to sell the benefits of the service so how does the customer benefit if they say yes what is the vehicle benefit if they say yes to that particular service rather than just selling parts and labor you know so instead of saying you’re due for a thirty thousand ml service and it’s going to be this part or this filter air filter fuel filter and fuel and oil filter change coolant flush and it’s going to cost as much we’re going to really elaborate on the benefits of the service cool works like a champ guy so take this one to the bank as well this is going to this is going to help you in every single way the doors were in change gear let’s talk about labor gross profit we could all right so a target here 65 to 70 percent on your labor gross profit so you’ll notice that that’s higher than your parts gross profit target right remember what I said it’s easy to defend your people because they’re very gifted of what they do and your customers cannot go down the street and get your gifted technicians and service advisors and staff so all the more reason that we should be able to do better in our labor growth problem okay so these are real targets a lot of our clients are at the seventy percent mark which is a really great place to be just grape dog raised on message tours green zone strategies how do you get from your there well you’ve heard this one more average you guys aquel that’s those later and GP goal how about this one Doris employees technicians that are really good producers you know we need to have gifted well trained technicians that are going to help our companies grow well you all know the benefit of that too right and again look at this one does this look familiar guys before we’re talking about having packages now we’re talking about charging for the testing services you got to make sure that you charge these customers for those services that are being provided yeah hopefully and your advisers aren’t falling into the trap of not knowing how to build value in testing I’m helping the customer to really see what this testing is all about our diagnosis is all about your customers think that it’s just following a code don’t they and this is where these parts companies can battle you and have it be difficult for them over the phone they need to be able to build valuing us testing services so that the customer goes cool you know what that makes a lot of sense they’re going to feel good about paying in and your advisors you’re going to feel good about selling it in which case you’ll be better off you’ll be able to charge for what it is that you’re doing a lot of times service advisors will say oh you know to get us go ahead and get the repair done it’ll roll into the price assess repairs that’s the wrong approach to take yeah there you go guys so make sure that you charge for that testing and like Doris said earlier if you if you really put the focus not only on the testing in the packages and a result that’s going to get the people the people side of your business how they’re going to have this gifted text it’s going to be doing all of this testing for you and doing the visual inspection of the automobile you’re going to be able to generate the different profit dollars you’d like to generate how about this one Doris control and come back oh man you all know this okay so what are some of the things that we can do to control come back well really well trained technicians are obviously a big part of that but we need to figure out other ways for your technicians in a way that they’re compensated for example is there some sort of component to their compensation programs that incentivize a sense for not getting come back a certain number right um what about for quality control policies and procedures you haven’t played systems that you have in slices in your company that are going to really disallow a lot of comebacks of course when you get those comebacks and you’re giving away your labor which will decrease yeah that will absolutely kill you guys and I know that you we know that you all know that so how can you help improve your GP labor certainly it’s a biggie to control the comebacks and of course you have to attract the technician efficiency and productivity as well adora sure new and so these are two different measurements gear and a lot of times Lawrence’s shops that are don’t necessarily understand the difference or aren’t necessarily tracking this on a regular basis efficiency is going to be the hours charged for the job on our o versus how many hours it took the technician to complete that job and so you all know that if you have very efficient technicians we can say they’re running in a hundred and ten hundred twenty hundred and thirty in rare cases on our forty percent efficiency that means they’re just very quick at what they do and which is which it works their knowledge not necessarily time so that’s really what was big one and productivity is just the hours charged for the job versus the hours that were available so if it was an eight-hour job and they had an eight-hour day they were on a clock for eight hours that would be a hundred percent activity so hopefully that’s the difference between those two make sense you want to talk to both of us and you know for more clarity on how you’re going to be able to add those up to your 65 to 70% they were gross profit of course there’s their answers for that out there yeah these are huge these are you huge the more efficient you can have your technicians become and more productive you could be as an organization with the people that work with you then the more successful you’re going to be there’s no question about that well what we’re going to do now guys and gals we’re going to actually change gears one more time because this is a really important subject that we’re coming up on and want to make sure that we don’t miss the mark with each and every one of you so let’s do this let’s take a look at the job description of a shop owner most shop owners for whatever reason think it’s their job to work on cars diagnose and help the advisor at the counter and clean clean the floors and other things and even though we understand why they do that it really isn’t a part of their job description the job description of a business owner is very short and it’s very very profound job number one is set the goal for the company if you’re going to build a really cool company if you want to really have a successful organization number one yeah Pam clearly defined goals if you’re able to share with all the guys be able to work with you next number two on the list you have to create the plan so you have the goal you know where you want to be how are you going to get there what’s this action plan going to look like one of the steps you’re going to take you’ve got to have to work for example a recruiting plan now that I know I want to have two locations by this year I’ve got to know how to appropriately staff my company how many people are going to need to fill the shop the right way right so that recruiting plan you have a marketing plan what am I going to be able to do to get my brands the place it’s going to need to be to have two locations business plan I mean planning you just have to have it mapped out and it’s something that we do a lot with our clients yeah so how do you get from here to there and the next one is who gets you from here there and this oblate states you have to hire the superstars and it doesn’t say hire good employee to hire the amazingly gifted people if you want to build a really cool company great company you’re going to have to have really cool really great people working with you so it’s your job description to be recruiting all the time that doesn’t mean hiring all the time of means building a relationship with the superstars in the industry all the time that way when it kind of does come you need a superstar you’ll already have the relationship built with them number four bringing out the best in those superstars yes an owner but something you have to become a really really good manager of people I love the analogy that Bob always uses uses it’s really easy in the big scope to hire people the hard part is keeping them and keeping them happy and feeling really good about being on board with your organization so it’s kind of getting married is vv to get married it’s hard to stay married it takes lot of work and so this is something that you really have to devote a lot of time and energy to you’re not good at it already you got to really devote your efforts to being good the most critical thing you have to do yeah well said Doris and does it well said in the last one says that your job ours the shop owner to success for the company the reason we decided it would be appropriate to drop this slide in for each and every one of you as KPIs are obviously very important its scorecard but it’s only going to track your behavior what you’re able to do with yourself to people that work with you in your business so we thought that we would be remiss if we shared KPIs with you but we didn’t remind you as to what you need to be doing in order to influence those KPI so this is your job my friends each and every one of you that are business owners well Doris at this point looks like we got by Q&A time and we got a few minutes that we have carved out that we’ll be able to spend with you guys to go so this is what I’m going to ask that you do take a look at your screen and somewhere on the lower right hand corner somewhere or somewhere over on the right hand side on that dashboard on depending on the configuration that you have you’ll find a little screen that says questions or to an a and all that you’ll need to do is type in any questions you might have for us it will pop up on the screen go ahead take a minute or so to do it for patient people we but type in the question you might have and if it’s something that we feel that we have the abilities answers and we’ll certainly give it our best shot so Doris what do we have do we get up any yeah we do we have a couple what’s uh how about this one here bub which one can you click on a tigress yeah make a little bit bigger maybe you can see it then and advertising what is advertising part of the 40% six six cents if so what is the percentage of sales oh is that what percentage of sales should be on advertising yeah well that’s that’s sort of a complicated question but what I can tell you is this yes it’s the part of your operating expenses so you called it on that one and as the percentage of your sales a good benchmark to use is anywhere from four to five percent of your total projected sales so right now if you’re doing 700,000 we’re not asking you to invest four to five percent of 700,000 if you’re doing seven hundred thousand because you want to get that nine hundred thousand you need to invest four to five percent of nine hundred thousand in your advertising campaign and then the question comes well how much of that is is into what different media or what different campaigns and unfortunately we don’t have the time to get into that today that’s an average that’s that’s a subject in itself but if you’d like to give us a call we’d be more than happy to spend a few minutes whoever shot in that question would be more than happy to spend a few minutes with you on the phone and answer your question in a greater detail you have any more questions that are relative to what we’re covering here today doors yeah thank you um here we go is there a specific place you should go to recruit superstars oh yeah shocker that we’re getting a recruiting questions yeah yeah yeah yeah and I that I get will be on either side to the API is that we do discover right covered yeah how do we recruit the superstars well we could give we could spend and for the benefit all the recipes are in your case yeah and they’ll be very brief with the end of that when it comes to recruiting and superstars you always need to go where they are you have to identify stars are and you have to find a way to build a relationship with them beyond that believe it or not you can run radio ads I know it’s sounds really crazy but you can actually run radio as we’ve done successfully a lot of our clients have done it successfully yeah and give us a call if you’re if you’re interested negative all will help with that but we put together a way of running a radio ad that’s a knock them dead ass really comfy industry upside down let me give you Superstars and then there are a lot of other ways you can connect with them so when it comes to finding the superstars these are the guys and gals that you need or what questions you have up there they’re relative to hopefully relatives of the content that we covered today pretty much and by the way really great question if we’re a triple-a approved shop how do we control this counting well the way you control discounting is understanding forecasting and understanding that it’s a part of your advertising expense this is what you’re going to do when you you may refer to it as discounting and I certainly understand your perception on what the ad it like that’s what you invested to get that customer to come into the door so this is another one of the advertising investment you made so when it comes to the Triple A please bear in mind that when it comes to different organizations you’re going to have what we’ll call secondary beneficiaries out of that if a customer comes in and you’re a triple-a or what see I have a triple-a approved auto repair facility and doors comes in regardless whether or not she’s a triple-a member when she sees that sign up there on the wall it says I’m a triple-a approved auto repair business or she sees it on my website it’s going to build confidence in her so the thing that most Triple A shops don’t recognize for my point of view is how many sales did they sell how many sale today close just because the customers saw the sign that maybe weren’t even Triple A approved or Triple A customers so Triple A needs to be looked at as an average I fantastic yes yes good good good we got a lot of really great questions here um here’s one I’ve heard that your parks market should cover your fixed cost and then your gross profit is from labor how does that translate to these goals question mark well that’s not you know that’s not necessarily the case when it comes to margins that you’re working with any business the thing that you need to bear in mind is how much you’re going to have to generate in revenue to in order to to grow your company so different companies are going to be indifferent I’m trying to get an image going here for you guys different companies are going to be locate different jobs are going to be located in different community so doors may have a shop that is a very impoverished community and I don’t care how good her adviser skills are she do be dealing with a lot of people they just don’t tap the dollars and cents to invest in their car period so she’s a very she’s going to have a considerably lower arrow maybe than a shop that is in a middle income or millicom neighborhood where all the data are about is safety and taking care of the kids and making sure that the car is in good shape so they can have some quite a different margins so what we’re looking at is the overall no matter if it’s her business for your business at the end of the day these are real numbers these are real numbers so doors may not be able in her community she may not be able to get that 50 to 54 percent part GP but you know what she’s going to do she’s gonna have to be really good with their labor sales I can tell you that you have to be really good in order controller Marge mmm-hmm absolutely okay here we go guys we’ve got a lot of good question should I should I pay technicians to perform a visual inspection of the vehicle that’s a tough one and you know it’s yeah yeah that every every business owner is going to have their own so when you say when you say just I pay attack to perform a visual inspection the first thought you have to ask yourself is yeah how good how good are your good or your visors could you revise yourself because if their advisors could sell that in a buy METEC you don’t have to worry about paying because I know that I’m going to be paid cut that guy I get the job workshop so it depends on what you mean and you say a visual inspection it depends on how much time it’s going to take him or her to do that inspection but if it’s just an easy inspection if it’s going to take 10 15 minutes for me to go ahead and do it and I know that advisor up there Larry or Mary do that of course I’d love to be able to do that so this this is this is one that’s dependent on your sales skills the ability or people spell yeah yeah your text notes their opportunity and advisers can sell the job and you know what they’re going to be happy to deal in the section but if every time they do it and gets old and of course they’re going to be burnt out by that and two doors this point deal the thing that you need to be really careful of when it comes to whether or not you pay attack for an inspection if I’m attacked and if you pay me really well if you give me the opportunity or earned a really good income you know I’m not going to be concerned about doing that inspection but on the other hand if you just nickel and diming you don’t pay well at all I’m at the lower rate of income for text in the community then I’m going to want to be paid for that inspection so this gets back to pay your tax well if you pay your text well if you have the right guys to go if you have advisers that can sell they’ll do those individual inspection for you no charge all mm-hmm absolutely see what else with that guys a few more minutes we guys ago they have lots of questions and ideally they would be related to their subject content looks like yeah I’m just glancing at the screen and with all due respect I probably see 30 questions 40 questions and unfortunately it looks like one more most of them are not related to what is it doors most of are not related to the content what is the question holding 30 percent of Labor gross profit is if you are at $100 per hours and the max you should pay your tax we $30 per hour flat rate CES but please understand that that’s the loaded figure too so we’re talking about this tech if you’re paying a tech $30 now or go figure including all the ancillary costs that you have an unemployment insurance things of that nature then yeah your door rate is going to be a hundred bucks or better and when I say or better you’ll also have to understand where you’re not going to be able to make that kind of GP on other texts that our producers or the salary Texas you might have in your company that are the sea level text that are helping out so it’s a starting point it’s not an end point but to answer your question specifically you bet if you have a Texas $30 an hour costing you $30 an hour you’re going to certainly be at $100 an hour or greater Ford or rate for your labor rate for billable hours yeah Dorset I’m I don’t want overstay our welcome line one of the things that we promise to go we promised them a couple different things and one of those is that we had some really cool things we’re going to make available them at the end so and for those of you that still have questions that we weren’t able to get to them I’m actually going to I’ve made a point to make myself available for it but part of the day-to-day I know the doors may be available and then we have a lot of other really talented people that could help you as well so all that you’ll need to do is reach out to us and we’ll do everything that we can do to help you with the questions that you have today yeah absolutely so if your questions didn’t get answered what you know how you can reach out to us okay okay guys so let’s let’s talk about the good part here the thing like the part that I think you’re going to really enjoy alright let’s talk about the resource we have that are available for you first of all for those of you that may not be familiar with their company I’ll just be very brief on this is we’re now a twenty six going at twenty five point on twenty six-year-old company and we literally helped hundreds of shop owners in America solve problems I need and if you look at our organization if you go to a website and look at the people that work with us we truly do have the most talented industry recognized icons literally nationwide that are working with us so what do we do for a living how do we what do we do operators the business we help guys and gals just like you solve problems we have one-on-one training provided by America’s top shop owners so very very successful business owners that we have actually trained you if you would like that option so it’s really a special business model we put up in that regard yeah it really is so if you’re working with us the guy or gal is going to be helping you with your business it’s not just somebody that arguably would be a trainer they’re going to be a trainer that is actually owned and operated one of the top shops in America or currently owns and operates top shop in America so we have rockstars we practice what we preach we have rockstars have worked without you we sure do have industry-leading service geyser skills training that’s really centered in psychology it’s really epic center that your service advisers really will believe in and that’s what’s going to cause it to be a success so we can also help you in that regard yeah it’s probably the industry’s most loved the most effective sales training on the planet it really is because of the culture because of our ethics because of our commitment to helping people we also have industry acclaimed peer groups and consultative services we have Pro service which is unlike any peer group in the industry bar none it’s 90 at the most amazing most gifted repair shop owners on the planet that work collectively towards solving problems with their businesses and we also offer consultative services as well are we having in my accredited business management employee management and marketing courses that are available as what also if you’d like more information on us you can just reach out to a week yeah you bet and of course one of the things that we have most importantly is a commitment to never putting money ahead of people so what so let’s take a couple minutes or so if we could and let them know what we’re going to be able to do to help them okay can you talk about the resources that are now available you guys to go okay so we are really really excited about this if you were Jasper customer we actually put together a full access portal that is just for you it’s an elite just for KPI Center all you need to do if you haven’t already connected with your GEB without this is reach out to them okay they will get you set up the leak you login information you can log in to this Jasper site the lead Jasper Center and get a ton more information that’ll help you understand these keys you guys why they’re critical how to go about achieving them you’re going to absolutely love what this is all about yeah yeah you certainly will one of the things that I know the good people with Jasper norm throw wonderful people and they really are as we are they’re committed to your success and they’ve had long conversations with us about how they would like to help you even more you’re there Jasper customers even more than they are with their great products services and collectively we put this together and I believe I have ever reasonably if you’re going to be really blown away when you go to that resource center so like for says just reach out your cat breath they’ll be more than happy to provide you with the information you need and if you’re not a just for customer reach out to your local just for retinue and and ask them about that build relationship with that yeah yeah I’m sure that they would provide you with the ability to get to it so all of you read if you’re talking if you’re not a Jasper customer like doorstep I would encourage you to reach out the number guard was an ask Emma there’s two ways you might be able to have access to it number two it says deleted experts are just a phone call away as I mentioned to you I’ll be here for good part of the day Doris is going to be available part of the day as well we have a lot of other very talented guys you gals truly industry experts that can help as well we know a lot of you send in questions that we weren’t able to answer there’s probably 30 or 40 questions there that we weren’t able to answer today and we care about you we want to help you in every way that we can and we feel that when we do webinars like this it’s inappropriate to not follow through and help you as much as we can if you have a question about the content and maybe we didn’t do a good enough job in explaining it to you so we’d like to have the answer of bringing a clarity in addition if you have other questions about your business a couple of youth we’re asking questions about recruiting or advertising give us a call well you know we’re here to help we’re smart enough to know that if we can answer a question or two for you and help you with your business we’re smart enough to know if we do a good job you will remember us and then when the day comes when you’re looking for other help other promise other services on our sweater we’re going to hope and pray then that you’ll remember us and think of us as well and we have a knowledge based unlike any other if I mentioned that we have the industry’s top experts working with us again these are not people who learn from a book they’re people who learn because they’ve done it themselves they stood in your shoes and they have grown not just average companies and so this is what paired with the principles that elite live by and a culture that we really adhere to this is what causes us to quite honestly not have competition when it comes to that in our industry so all you’re going to get all of us if you reach out and talk to one of us over the phone and just to get some answers understand that the knowledge base is very very deep it’s very very just very broad and we’ve got some gifted people so you’ll get access to all of us yeah well shut doors well said well so you’re probably wondering well how do you do this well you can call the 800 number we’re a San Diego based company 800 to 0-4 35 forty-eight or you could send an email to contact at elite worldwide dot-com and if you send it to contact then the number of us are going to see that email come in and then one of us either myself or Doris or one of the other experts would follow up with you accordingly so this is how easy we are to reach and again we’re going to be on standby and available to help you for the rest of this morning and possibly and with this afternoon as well time all right everybody well thank you so so much for spending your time with us this morning we hope you date we gave you some really great green zone strategies we’ll be happy to give you more detail on those if you reach out but again thanks for giving us your time thank you for those of you are supporter suggests or energized for customers and Thank You Jasper you guys are amazing amen to say the least thanks so much thanks so much for joining us bye everybody bye everybody


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