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Thanks to our Partner, NAPA Auto Care Join Maryann Croce in the fourth episode of the Unstoppable Framework for Auto Shop Owners series. Discover essential strategies for building trust, loyalty, and a thriving business by staying customer-focused and adaptable. Learn about gathering and acting on customer feedback, streamlining customer experiences, offering added services, building referral networks, and staying current with industry trends and training. Maryann Croce, Small Biz Vantage. Maryann's previous episodes HERE. Show Notes Watch Full Video Episode Here's the downloadable worksheet link: https://bit.ly/3Yq4S4J Unstoppable Framework for Auto Shop Owners Part 1: Core Values and Vision [RR 997]: https://remarkableresults.biz/remarkable-results-radio-podcast/e997/ Unstoppable Framework for Auto Shop Owners Part 2: Mastering Your Finances [RRR 1004]: https://remarkableresults.biz/remarkable-results-radio-podcast/e1004/ Unstoppable Framework for Auto Shop Owners Part 3: Optimize Processes and Empower Your Team [RR 1012]: https://remarkableresults.biz/remarkable-results-radio-podcast/e1012/ MACS Training Event & Trade Show, Jan 30 – Feb 1, Orlando, FL: https://macsmobileairclimate.org/ The Unstoppable Framework (00:00:41) Part Four Overview (00:02:32) Importance of Customer Feedback (00:03:22) Client Story: Sarah's Transformation (00:05:51) Building Trust through Referrals (00:08:01) Shifting Perspective on Complaints (00:09:32) Customer Experience Walkthrough (00:10:27) The Gallon of Paint Analogy (00:12:58) Uplifting Shop Environment (00:13:53) Attracting the Right Customers (00:14:53) Staying Current with Training (00:16:07) Communication Trends and Customer Preferences (00:17:01) Practical Steps for Customer Focus (00:17:03) Streamlining Customer Experience (00:18:27) Building Referral Networks (00:19:43) Staying Open to Change (00:19:46) Thriving Through Change (00:20:25) Reframing Negative Reviews (00:21:36) Focus on Customer Training (00:24:07) Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our...
Luke Murray discusses the upcoming training conference organized by the Automotive Service Councils of California (ASCCA) including the growth of the conference over the years, the fundraising event for the Automotive Service Council Education Foundation (ASCEF), and the importance of training in the automotive industry. Luke shares details about the conference program and how feedback from shop owners helps determine the topics and content. He also discusses the value of repetitive training and the benefits of attending conferences regularly. Luke highlights the goals of the conference and the opportunity for new members to join ASCCA at a discounted rate. Luke Murray, Manager of Customer Training, WTI. Show Notes Watch Full Video Episode ASCCA (Automotive Service Counsils of California) Training Conference, Costa Mesa, CA, September 8-20, 2023. The Growth of the Training Conference (00:02:15) Discussion about the expansion of the ASCCA's training conference from a one-day event to a three-day event. Fundraising Event for ASCEF (00:02:29) Details about the fundraising event for the Automotive Service Council Education Foundation (ASCEF) and how it supports youth scholarships in the automotive industry. Importance of Training in the Automotive Industry (00:06:17) Highlighting the significance of training in the automotive industry and the benefits of attending training events for both management and technical skills. The Importance of Member Feedback (00:08:18) Discussion on the need for member input to determine training topics and content for the conference. The Value of Repetitive Training (00:11:30) Importance of repeating training classes to stay updated and learn new information, with examples of how classes evolve over time. The conference goals and member benefits (00:17:18) Luke discusses the goals of the conference and how it aims to benefit the member base by providing training that can be applied immediately in their jobs and businesses. Introduction of the current ASCCA president (00:17:57) Luke introduces Lee Chesnin as the current president of ASCCA. Opportunity to join ASCCA and get involved (00:19:57) Luke mentions the opportunity for shops in California to join ASCCA at a temporary or introductory membership rate, allowing them to experience the benefits and attend the conference. He also encourages current members to get involved by joining committees and witnessing the behind-the-scenes workings of the association. Thanks to our Partners, AAPEX and NAPA TRACS. Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don't miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast:
Having instructional design skills and knowledge can open up many different career paths. The easiest distinction for many is either being in education/higher ed or going the corporate route. If you decided to go the corporate route, you would typically land in the HR department designing training solutions for internal employees.However, more and more IDs are making the shift to corporate product departments and designing learning systems for external users of the product or services the company offers.Is there a difference in your ID work for one versus the other? Some say yes. Others say no, instructional design is instructional design no matter what.We asked B.J. Schone to join us and help facilitate this conversation. He's an experienced instructional designer and has been in both departments over his career. This career conversation will help IDs get a better understanding of their options and how they may, or may not, be shifting their methods and models between settings.We'll also talk about the technology issues involved as well. So, if you're an eLearning developer with instructional design skills and looking at an opportunity as a one-person-band this conversation is for you as well.Become virtual friends with the IDIODC gang on Twitter. Remember you can always stay in the loop by searching through the #IDIODC tag:Brent: @BSchlenkerChris: @Chris_V_WIDIODC: @TeamIDIODC Brent Schlenker is dominKnow's Community Manager. Chris Van Wingerden is dominKnow's Sr. VP Learning Solutions. Want to join us live? Follow us on Crowdcast: https://www.crowdcast.io/dominknow
Jill Liles is the Marketing Director at Nutanix University, which is Nutanix's training and certification program. She breaks down the exact steps it took to bring this vision to life and what she focused on in the first six months, how to ensure programs like these also support your corporate direction and the metrics they...
Have you ever invested in technology, only to find yourself frustrated when trying to learn how to use it? Tom Studdert and his team at ZoomInfo have created a new customer experience that ensures their success. Tom shares lots of nuggets you can apply to the onboarding of new clients and employees.Tom Studdert is the Vice President of Customer Onboarding & Education at ZoomInfo where he oversees the comprehensive onboarding program with a focus on early adoption of the ZoomInfo suite of products. Before joining ZoomInfo, Tom spent 20 years in Higher Education serving as an Assistant Dean of Student Development at Texas Christian University and a Director of New Student Orientation at the University of Southern California.You'll discover: The strengths Tom brought from his experiences in higher education to his role at ZoomInfoHow Tom and his team build scaffolding into all customer education programsHow Customer Education differs from Customer Training and Customer ServiceWhat Tom and his team do to provide extraordinary experiences when onboarding new customersThe values that the CEO models and advocates for everyone in the companyCheck out all the episodesLeave a review on Apple PodcastsConnect with Meredith on LinkedInFollow Meredith on TwitterDownload the free ebook Listen Like a Pro...
Frontline clinicians and the patients they support cannot afford to encounter non-functional instrumentation and equipment in the surgical workflow. So how do your Sterile Processing and Operating Room teams ensure your surgical equipment and instruments are fully functional, safe and consistently perform at the highest level -- every surgery, every time? Joining us for the latest Beyond Clean Vendor Spotlight™ is Michael Matthews, MBA, CLSSGB, Director of Customer Training and Education at Agiliti, where he discusses the tremendous resources and creative partnerships available to clinicians to solve common process breakdowns within the OR and SPD. How can data transparency and repair reports lead to less preventable instrument damage? What tools are clinicians using to audit their processes and improve their quality? Tune in to learn more! For more information about Agiliti, you can visit agilitihealth.com or follow them on Linkedin at linkedin.com/company/agilitihealth/ #AgilitiHealth #SurgicalInstruments #FlexibleScopes #InstrumentRepair #Education #SterileProcessing #OperatingRoom #Endoscopy
I am so excited to have spent time with Jimmy Huynh, Kajabi's Senior Manager of Customer Training!In this episode of Imperfect Marketing, Jimmy Huynh and I have a great time talking about his journey into the marketing world—he helped his dad market his business when he was young. We also discuss lead nurturing and generation, the importance of monitoring trends, and his biggest marketing lesson learned.Oh—we also talk about email marketing!Click here to access the transcript and follow along with our conversation. In this episode: 00:01:23 Jimmy shares his experiences marketing with his dad00:05:10 What trends are you seeing right now?00:10:24 Personalization00:13:32 Email marketing and its importance00:19:53 Building your pipeline and funnel00:24:51 Biggest marketing lesson learned.Related links and resources:Connect with Jimmy on LinkedIn Check out Kajabi's Free Training WebinarsIf you are a Kajabi customer, be sure to visit: Kajabi UniversityInterested in trying Kajabi? Check out my affiliate link and sign up Looking to save time or get more information from AI?If you're just starting out with AI or looking to enhance your outputs, my book 'Mastering AI in Communications' is your essential guide. Whether you're a beginner or ready to take your skills to the next level, grab your free electronic copy or purchase it on Amazon right here!Amazon: https://a.co/d/bhblVcGFree e-version: https://courses.kendracorman.com/aibookDon't miss this opportunity to transform your approach and make AI your most powerful tool yet in saving time and improving efficiency!
Show Notes Elizabeth Xu Dr. Elizabeth Xu is a passionate global transformative leader and public company board member. She is a C-level executive with 20+ years of experience & a track record of technology, product and business strategy/execution & customer satisfaction success. She is the CEO and co-founder of A2C Leadership Group, an interactive online education and coaching platform. A2C helps companies to develop their top talent, elevates their thinking into a creative win-win mindset, and instills best practices for their daily execution. A2C helps employees build 4-level of innovative win-win solutions for the customers, companies, teams, and shareholders. Her expertise includes formulating global digital transformation strategies in Retail, Food, Education, Finacial Service, and IT Industries, and accelerating innovation through the applications of Cloud, AI, IoT & cybersecurity, and creating new digital business models. She has in-depth software development experience in creating large-scale, mission-critical mobile, SaaS, multi/hybrid clouds, billion-dollar revenue software products. She drove Product Marketing, Product Management, Engineering, Customer Training, Customer Support, Professional Services, and IT organizations in public companies, she also built deep partnerships with customers, successfully met revenue/profit targets She served as the Group CTO at CP Group, a $65 Billion Revenue International Conglamorate, CTO at BMC Software, Head of global Engineering, Product Management, Professional Services, IT and Customer Engagement a few public companies. A Stanford University lecturer, she taught big data, global operation, and leadership classes, authored a textbook and developed course material. She frequently speaks at industry conferences/events. Dr. Xu was the Top 50 US Diversity Leader in 2020, 2017 WITI Hall of Fame winner, 2013 Women of Influence of Silicon Valley, and received 10+ other awards such as Female Technologist of the year, Female Executive of the Year, Coach of the Year. Dr. Xu is an investor and advisor for companies in Enterprise Software, Retail, Telecom, Financial Service, Food, Toy, Robotics, Nanotechnology, Big Data, Analytics, ML, Online Education, Healthcare & Software-defined storage. She is an MIT Advisor for Innovation, Computer Science Advisory Board for the UNR College of Engineering. A passionate community leader, Dr. Xu is the Chairman of the WITI APAC Advisory Board and Be the Change Foundation. She is also a dedicated mentor for students at Peking University, MIT, Stanford & Berkeley Universities. We talk about How does one get promoted fast? What would be examples of calculated risk at one's' job? How does a CEO grow with their company, with the opportunity they come across? What are the extraordinary benefits of the c-suite and boardrooms? How does one go about planning and balancing all aspects of one' life? And much more Connect with Dr. Elizabeth Xu (6) Dr. Elizabeth Xu | LinkedIn http://a2cacademy.org/
Have you ever opened a tray and thought, “What happened to my instruments?!” Despite being a frustration, instruments that are damaged, broken, or have any staining or pitting can ultimately cause harm to our patients. We're talking all things instruments today with Michael Matthews, Director of Customer Training and Education at Agiliti. Do you know why saline damages instruments? Do you know why spraying enzymatic cleaner on your instruments is so important? Do you know what causes staining or rusting? Learn all this and more in today's interview! Love our show? Download our First Case mobile app on:
Each week John Ryan's Pod Roast reviews popular mainstream podcasts produced by the big production companies. This episode: HM Land Registry Customer Training from HM Land Registry Jason Manford from Absolute Radio Learn more about your ad choices. Visit megaphone.fm/adchoices
https://www.youtube.com/watch?v=Hy-g7JKTihI Chris Chesney is the former director of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris's previous episodes https://remarkableresults.biz/?s=%22chesney%22 (HERE). Jay Huh, CarMedix, Durham, NC. Jay started his business in his home garage in 2015. He didn't have any mechanical experience but felt there was a need for an honest affordable mechanic shop. Fast forward to 2021, CarMedix has grown into a 10 bay facility and did over $1 million in sales last yr and tracking over $1.5 million this year Brad Pellman, Pellman's Automotive, Boulder, CO. Brad first started working in the automotive industry at the age of 15 and over his career has held a wide variety of jobs at both dealerships and independent repair shops. In 1995 this dream of owning his own shop became a reality when he opened up Pellman's Automotive in Boulder, CO with his wife, Lisa. Brad is ASE master certified and AAM designated as well. He is currently on the Board of Directors for ASE and ASA Colorado, with past board involvement with CCPN and the TECHNET Automotive Council. He has had the added privilege of being designated as one of the Motor Age Top shops in the country. And hopes to continue to raise the awareness and importance of Independent automotive repair across the country. Brad's previous episodes https://remarkableresults.biz/?s=Brad+Pellman (HERE). Scott Brown, Cardinal Plaza Shell, Springfield, VA. The second-generation owner of Cardinal Plaza Shell, a 2,700 square feet, 5 bay independent repair shop and LEVEL 5 Solutions, an automotive technology company. Celebrated 50 years in business during 2019. Scott is a Member & Past President of Virginia Automotive Association, Member of Car Care Professional Network through the ACA. and founding partner of the Blue Ocean Buying Group for independent repair shops. Listen to Scott's previous episodes https://remarkableresults.biz/?s=%22scott+brown%22 (HERE) Key Talking Points What was the most rewarding experience in your career? Had already started scaling a virtual studio prior to COVID 19 shutdown and was able to launch virtual classrooms. How did you start your Allstar network of surrounding people? Connected with people through internet groups at first. Listened intently to people's attitudes and passions. Advice- pay it forward, remember the basics, be servants in the industry for others How important is it to have personal relationships? Businesses grow through personal relationships. Don't be worried about hurting someone's feelings or being transparent when times are tough. Technology changes but you always have 24 hours in a day. Do the right things at the right time- manage that time well. Do you have any regrets? Ideas that weren't put into action but if you sit long enough you'll find regrets, don't sit on them. Service ready shop- specialization is necessary for the future. The challenge is the critical need to ensure the technicians have the skills to be able to solve problems. Competency. Technician shortage- creating a specialist/career path for the younger generation. Hold people to standard with training. Create a personal relationship with vocational school instructors and offer support. Offer to tell your story of how you started in the industry. Invest in the people you already have- growing with skills that meet your business model. Erosion of technicians- is this all there is? Is this all I'll ever do and be? Are you charging enough so you can pay your employees what they are worth? Full EV disruption- CTI has created EV content for training (virtual and hands on), EV is a disruptor but where? Market location, and how you prepared prior (first Prius is 20 years old). Challenges- EV doesn't only mean battery electric vehicles, most will be hybrid. Infrastructure issues for charging and hydrogen. What's next for...
When it comes to training customers on Daktronics systems, flexibility is key. To hear about the company's approach to training and how things might have changed over the past year, Justin and Matt are joined by Melissa Carson, professional services supervisor for Daktronics. She shares these details along with some interesting and fun personal stories. Daktronics Training Webpage: https://www.daktronics.com/en-us/support/training Daktronics Control Systems YouTube Page: https://www.youtube.com/user/DaktronicsSystems Daktronics Training Offering Flyer: https://daktronics.widen.net/s/q6fnvx0mja/flyer_services-training_webinar-and-in-person_one-page_print Ashley Cummings Podcast: http://podcast.daktronics.com/e/94-preparing-for-nfl-productions-and-the-nfl-user-group-with-ashley-cummings/
Jenny Salem, Head of Knowledge Management at AnyVision, joined Israeli host and trusted advisor, Avner Baruch. In this conversation they reviewed her journey to enablement as well as dug into interesting thoughts on channel enablement.My key takeaways revolve around channel Enablement, where Jenny shared her approach to best enablement the channel.1️⃣ Creating a partner portal. The portal was structured with business information around how to sell solutions, and technical information such as information designed for presales teams.2️⃣Built a communication plan that resulted in the use of a monthly newsetter as well as a standard approach to announcing the availability of new capabilities to the partners.3️⃣Delivery of a regular monthly webinar.4️⃣Creation and delivery of a partner certification program.Give a listen and remain curious.
This episode is a recording of a webinar we did with Holly MacDonald of Spark + Co. It is a follow up to episode 11 about how to take a product management approach to customer education. Value proposition design and game thinking and empathy.Holly is an Articulate HeroMel on LinkedinBill on LinkedinContact us at Learndot.com
Holly founded Spark + Co. in 2007 after over 20 years in training + development roles. Since 2007 Holly has been the project lead on over 70 training projects, most with online or elearning components. She’s done this for corporate, public sector, and non profit clients in both Canada and the U.S. Holly was recently acknowledged as an Articulate Super Hero by E-Learning Heroes, the world’s most empowering site for industry pros. Among the nearly 600,000 members of E-Learning Heroes less than 5% are awarded the ‘Super Hero’ designation that recognizes top contributors and their powerful influence on the elearning community. We talked about how designing training courses for customers is different that doing it for employees, and how we should use value proposition design and game thinking to build customer profiles and job stories so we can build training courses for customers they will actually want to take. More about Holly: Her websiteOn Linkedin Get on the email list at helpingsells.substack.com
Most shops can be divided into the “haves”, the “have-nots”, and the “refusing to participate”.Some shops have chosen to invest in factory tooling, subscriptions, and the training needed to become proficient in the different makes.Others, for whatever reason, haven’t done so and may face obsolescence.What obstacles are these different shops facing in the near future?To answer those questions, David & Lucas are joined by Chris Chesney the Senior Director of Customer Training at Advance Auto Parts.If anyone has a pulse on what shops are going to face in the near future, it is Chris.Make sure you become an "All-Access" patron to get part 2 of the conversation!Support the show (https://www.patreon.com/AutoShopOwnersGroup)
Many companies have increased their training/learning to their customers/clients over the last few years. However, it is not without challenges. Interested in learning how I might be able to assist you with your learning needs? Please visit my webpage at: www.afoolforlearning.com Note: You will probably hear some "popping" during the recording. I have had some issues with the audio but did want to get a new podcast out. Am working on resolving it. Thank you for your understanding.
Many companies have increased their training/learning to their customers/clients over the last few years. Learn what this means for them. Interested in learning how I might be able to assist you with your learning needs? Please visit my webpage at: www.afoolforlearning.com Note: You will probably hear some "popping" during the recording. Been having some issues but did want to get a new podcast out. Am working on resolving it. Thank you for your understanding.
https://youtu.be/vcZAi4m3ZpM Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes (https://remarkableresults.biz/?s=%22chesney%22). Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif. Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes (https://remarkableresults.biz/?s=mitch+schneider). Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes (https://remarkableresults.biz/?s=Maylan+Newton). Bob Pulverenti is the Executive Director of the Independent Garage Owners of North Carolina and show chairman of ASTE (Automotive Service & Technology Expo), prior to working for IGO Bob worked as the Executive Director of SSRSOUNY in Syracuse NY. He had also operated automotive shops in Central NY for 25 years, as a shop owner he was triple certified with ASE & a nine time NAPA/ASE Technician of the year award winner. He holds the AMI Accredited Automotive Manager certification. He sits on the AASP National Board of Directors and is a registered lobbyist. Previous Episodes (https://remarkableresults.biz/?s=%22bob+pulverenti%22). Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift. Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes (https://remarkableresults.biz/?s=jerry+kezhaya). Key Talking Points: Some big work done in this decade was carburetors Maylan was a Snap on Dealer and Mitch was a customer Chris Chesney was also a Snap On Dealer. They kept you in debt so you got up everyday and went to workYou had to pay so you collected from your customer everyday New Tech: Chrysler Electronic Ignition. No points and condensers. “Space Age Tech!!” If you did not have a feeler gauge you used a match book cover Sun engine analyzer. These guys are still waiting to learn how to use it As is typical with each decade or new advances in technology many did not believe it would last Bear static balancer and BADA Bubble Balancer to balance tires New electronic balancer was about $6,000 at that timeTook forever to sell one and to get a shop to buy one These guys pumped a lot of gas. Most shops sold gas. Learning how it works was an incurable passion for these guys Chris Chesney loved the new tech The more cars at the pumps the more cars came into the bays. The gas pumps was ‘social media’ back in the day Mitch won a bet if he could field strip a carburetor, $100It took skill to rebuild a carburetor Electrical and carburetor shops were specialists in the dayThey used a growler to grind the armature Curiosity drove the technician of the day To the consumer nothing has changed.My car is broke, fix it Training was big at dealerships back in the 70's General...
David es traductor jurado y Senior Customer Training Specialist en HubSpot (donde también trabajó como Senior Localization Specialist).Escucha la entrevista para saber más sobre David, HubSpot Academy (y cómo pueden ayudar sus cursos a los traductores), la localización...También puedes ver la entrevista en nuestro canal de Youtube.Si quieres aprender más sobre traducción, visita los cursos de TranslaStars.Más información sobre nuestros cursos en:Español: www.translastars.esItaliano: www.translastars.it
In this episode we react as we discover that “only 14% of respondents believed that their customers were adequately trained.” Join us as we break down a report from Thought Industries and Claire Schooley (formerly of Forrester Research) that gives us an eye into what training professionals really think about the State of Customer Training in 2020.
In this episode we react as we discover that “only 14% of respondents believed that their customers were adequately trained.” Join us as we break down a report from Thought Industries and Claire Schooley (formerly of Forrester Research) that gives us an eye into what training professionals really think about the State of Customer Training in 2020.
“I knew I wanted to work with people in a different way.” In the 217th episode of the Keep Moving Forward podcast, I interview Customer Training Manager at the biotech company Intuitive, Coach, and former World Champion jump roper, Michelle Fongson. To learn more about Michelle, you can follow her on Instagram. To stay up to date on all things coming out of The KMF Collective, head on over to http://keepmovingforward.us/ and subscribe to my YouTube Channel. Always remember, you can beat the odds and go the distance, if only you keep moving forward.
PHC News Editor Steve Smith interviews Greg Gyorda, director of employees and customer training for Watts. The pair discuss the company’s new learning management platform, Watts Works Online, which is providing at-home training opportunities for industry professionals.
Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE. Scott is the founder of diag.net. Find other episodes that have featured Scott (https://diag.net/) Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes (https://remarkableresults.biz/?s=%22chesney%22) . Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes (https://remarkableresults.biz/?s=%22Dwayne%20Myers%22) . Key Talking Points: How autonomous vehicles impact traffic flow/infrastructure as they are introducedData is mined and used with A.I. can mitigate traffic problems, increase fuel economy and provide more safety- the vehicle isn’t changing much, leveraging data Tracking braking/accelerating/cruise control- adding autonomous vehicles with regular driver vehicles can improve fuel economy. Could save adding lanes to highways Software and camera can project and predict where the walker is going while texting Cameras need to eventually learn and decipher between the truck and school bus or car and police car- pattern recognition Tesla Model 3- camera in the center on inside to monitor passengers in future Reducing demand on the driver- the driver can be more productive doing other things during commute DSRC-Digital short-range communication faster than 5G, proven and consistent, non-cellular Southwest Research Institute- complex of buildings working on technology Started in 1947 39% NASA 19-20% Military or transportation Resources: Thanks to Scott Brown, Chris Chesney, and Dwayne Myers for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE (https://remarkableresults.biz/listen/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee (https://www.buymeacoffee.com/carm) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result,
Carolyn Quinn never wanted to be known as a child employed by the owner of a business -- she wanted to be the chief executive officer. Now president at Pike Systems, Inc, a cleaning supply and equipment company based in Illinois, Carolyn leads an effective sales team that is intensely focused on providing value for their clients. From support tools to on-site training, Pike Systems is committed to find the proper program for the proper client to ensure their ongoing success. “I've read all of the materials on inside sales teams and how that should function and our janitorial supply industry is just not there yet… people still don't know how to use our products and until they know how to use them, we have to be out in the field.” Listen in to hear how Pike divides their sales process into three distinct roles, the importance of building strategic bonds both within and outside of the industry, and how Carolyn believes in contributing to the success of her customers through education every single day. “We have to know more than the manufacturer does and not only know that, but know how to integrate one manufacturer’s products with another… the amount of satisfaction in knowing that program that you put together is producing results, saving money, in some cases saving lives, and just making things easier for people is really rare.” Get the full show notes at distributiontalk.com. *** Distribution Talk is produced by The Distribution Team, a consulting services firm dedicated to helping wholesale distribution clients remove barriers to profitability, generate wealth and achieve personal goals. Edited & mixed by The Creative Impostor Studios. Connect with Jason on LinkedIn. Connect with Carolyn on LinkedIn. Thank you to our sponsor, The Distribution Team’s seminar: Turning Branch Managers Into Business Managers. November 14-15, 2019 in Atlanta, GA. Get details & register: http://www.distributionteam.com/training
Season 2 Episode 7 is the second of 2 parts on the topic of customer training. Mark and Todd continue their conversation on when to offer training to customer, how much training to provide, and what type of training is right for different customer.
What is pay for performance and what does it have to do with house cleaners and maids? Martha Woodward, the creator of Quality Driven Software (QDS) tells us. Turns out she is the pay for performance expert for cleaning business owners. Track your cleaning jobs with https://housecallpro.com/Angela If you need a culture turnaround that is quality driven, transparency and pay for performance are the answer. To celebrate your employees via compensation, savvy perks and bonuses, use performance psychology. Today's #AskaHouseCleaner sponsors are #SavvyCleaner (Maid service training and certification.) And Housecall Pro - (Service software for service providers.) *** CONNECT WITH MARTHA WOODWARD *** Software Martha Created to Track Customer Satisfaction - https://qualitydrivensoftware.com/ Employee and Customer Training for Performance - https://www.thepayforperformanceexpert.com/ Book Martha Recommended: The Truth About Employee Engagement - https://amzn.to/2LT17St *** MORE RESOURCES ABOUT EMPLOYEE ENGAGEMENT *** It's the Manager - https://amzn.to/2LT1TyR 365 Ways to Motivate and Reward Your Employees Every Day: With Little or No Money - https://amzn.to/2LS5uNL Carrots and Sticks Don't Work: Build a Culture of Employee Engagement with the Principles of RESPECT - https://amzn.to/2LTU3F8 Managing to Have Fun: How Fun at Work Can Motivate Your Employees, Inspire Your Coworkers, and Boost Your Bottom Line - https://amzn.to/31aWkQa Engaging the Hearts and Minds of All Your Employees: How to Ignite Passionate Performance for Better Business Results - https://amzn.to/2K76f3q We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. *** MORE VIDEOS ON THIS TOPIC *** Pay for Performance: Theory and Practice - WorldatWorkTV - https://youtu.be/NTtCAyBe6Ak Culture Turnaround Series - Transparency - Quality Driven Software - https://youtu.be/Ege3rgYWva0 Pay for Performance (Compensation Plan) - Gregg Learning - https://youtu.be/-XqfsfLiy90 Stop Trying to Motivate Your Employees | Kerry Goyette | TEDx Talks - https://youtu.be/7lhVUedc1a4 RSA ANIMATE: Drive: The surprising truth about what motivates us - The RSA - https://youtu.be/u6XAPnuFjJc *** OTHER WAYS TO ENJOY THIS SHOW *** ITUNES - http://apple.co/2xhxnoj STITCHER - http://bit.ly/2fcm5JM SOUNDCLOUD - http://bit.ly/2xpRgLH GOOGLE PLAY - http://bit.ly/2fdkQd7 YOUTUBE - https://goo.gl/UCs92v *** GOT A QUESTION FOR A SHOW? *** Email it to Angela[at]AskaHouseCleaner.com Voice Mail: Click on the blue button at https://askahousecleaner.com *** HOUSE CLEANING TIPS VAULT *** (DELIVERED VIA EMAIL) - https://savvycleaner.com/tips *** FREE EBOOK – HOW TO START YOUR OWN HOUSE CLEANING COMPANY *** http://amzn.to/2xUAF3Z *** PROFESSIONAL HOUSE CLEANERS PRIVATE FACEBOOK GROUP *** https://www.facebook.com/groups/ProfessionalHouseCleaners/ *** VRBO AIRBNB CLEANING FACEBOOK GROUP *** https://www.facebook.com/groups/VRBO.Airbnb.Cleaning/ *** LOOKING FOR WAY TO GET MORE CLEANING LEADS *** https://housecleaning360.com *** FOLLOW ANGELA BROWN ON SOCIAL MEDIA *** https://Facebook.com/SavvyCleaner https://Twitter.com/SavvyCleaner https://Instagram.com/SavvyCleaner https://Pinterest.com/SavvyCleaner https://Linkedin.com/in/SavvyCleaner *** WHAT IS ASK A HOUSE CLEANER? *** Ask a House Cleaner is a daily show where you get to ask your house cleaning questions and we provide answers. Learn how to clean. How to start a cleaning business. Marketing and Advertising tips for your cleaning service. How to find top quality house cleaners, housekeepers, and maids. Employee motivation tactics. Strategies to boost your cleaning clientele. Cleaning company expansion help. Time-saving Hacks for DIY cleaners and more. Hosted by Angela Brown, 25-year house cleaning expert and founder of Savvy Cleaner Training for House Cleaners and Maids. *** SPONSORSHIPS & BRANDS *** We do work with sponsors and brands. If you are interested in working with us and you have a product or service that is cohesive to the cleaning industry read this: https://savvycleaner.com/product-review *** THIS SHOW WAS SPONSORED BY *** SAVVY CLEANER - House Cleaner Training and Certification – https://savvycleaner.com MY CLEANING CONNECTION – Your hub for all things cleaning – https://mycleaningconnection.com HOUSECLEANING360.COM – Connecting House Cleaners with Homeowners – https://housecleaning360.com SAVVY PERKS – Employee Benefits for Small Business Owners – https://savvyperks.com VRBO AIRBNB CLEANING – Cleaning tips and strategies for your short-term rental https://TurnoverCleaningTips.com
Season 2 Episode 6 is the first of 2 parts on the topic of customer training. As Todd says, for coffee roasters, "training is the new equipment." But how much training, where, and when? Is it free? How do you manage customer expectations? Not only do Mark and Todd begin addressing these questions, but Todd was late for our recording sessions and, of course, Mark just let that go and didn't mention it ... at all.
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. In this episode, we talked to Irit Ezips, CEO of CSM Practice. She gave a talk with Mary Poppen, Chief Customer Office at Glint, about implementing a low touch, scalable customer success model and increasing NPS. Irit talked about her framework and Mary talked about how she applied it to increase NPS 40 points. Learn more about Irit Eizips: CSM Practice: https://www.csmpractice.com On Linkedin: https://www.linkedin.com/in/eizips/ Get on the email list at helpingsells.substack.com
DN Interactive guest Chris Chesney, Senior Director of Customer Training for Advance Auto Parts & the Carquest Technical Institute spotlights the margin of technology advancements that he envisions as defining “hands-on” success for the technician of 2020 and beyond. Specifically, he points to at least “three” technician learning curves the service industry has had to encounter and embrace in the past half century. Chesney explains that we are entering the third curve: Multiple systems of propulsion, microprocessor and network system integration, along with the plethora of “automated driver assist” systems that pre-stage advancement to the “Autonomous Car.”
Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes (https://remarkableresults.biz/?s=%22chesney%22) . Anthony Williams is a Special Projects Manager at Advance Auto Parts, Colorado Springs, Colorado. This episode recorded at Vision 2019 in KC brings you into the loop on Automotive Institute of Science and Technology (AIST) in Colorado Springs, CO. This new ‘non-traditional’ public charter school that will use the P-TECH model (Pathways in Technology Early College High School), designed to provide students the foundation they need to be successful in the automotive aftermarket industry when they graduate. Students will be able to enroll in a 4- or 6-year program, starting their freshman year of high school through their second year of college and all publicly funded. AIST will offer students three pathways: Automotive Technology, Business, or Engineering (mechanical and electrical) and will be project based. Key Talking Points: All-encompassing school- reinventing automotive education Create stand-alone STEM programs All education is for career preparation Broke apart automotive program and spread out over everything No more English or math classes- have project instead than inside of project your English lessons will be taught Example: CSI project Work with police and fire department- showcase car accidents (texting and driving) Recreate accidents on the property, have students figure out what happened- redraw skidmarks, staging dummies, etc Learn safety contexts of cars- have questions and ask the teacher Instead of telling students what they need to know you show them a problem and have students ask the questions Creating critical thinkers and problem solvers- gather data and ask the right questions Exploring other avenues besides having a career as a technician (business/technical trades/ engineering pathways)- equal desire for systems and parts counter Prepare the workforce with zero debt AIST independent public school- funding from the school district Need industry support- vendor suppliers and partners, competitors Resources: Thanks to Chris Chesney and Anthony Williams for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library (https://remarkableresults.biz/books/) . Leaders are readers. Automotive Institute of Science and technology Website (https://www.automotiveinstitute.org/) What is AIST all about (https://www.autoinstitute.org) Wheatridge High School STEM Program (https://remarkableresults.biz/e279/) Leave me an honest review on iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. (http://eepurl.com/bhqME9) Be socially involved and in touch with the show: Speaking (https://remarkableresults.biz/speaking) Subscribe to a mobile listening app (https://remarkableresults.biz/app/) . (https://remarkableresults.biz/app/) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. The event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket...
In the photo above left to right: Tyler Hubbard, Chris Chesney, Greg Buckley, Aaron Stokes, Brian Bates, Carm Capriotto THE PANEL: Aaron Stokes Aaron Stokes is the owner of Auto Fix & Euro Fix, a 6 store chain in the Nashville Tennessee area. He is also the founder of Shop Fix Academy. He has a passion for helping shop owners succeed & his goal is to stop the average small businesses in America from destroying the hard-working small families in America. The industry needs to stop eating our young. We need to provide grace to our people when they make a mistake. We all did it and survived. It is a cost of doing business. Accept it. Be willing to go through an expensive period. Use a foreman model to compensate for diagnostics & reward older techs. Stop labeling millennials. They will look up to you and copy you. Careful. They do not want to be labeled. When you hang out with them compliment then on their vibrancy, youth and energy. A technician must treat their body right. What they eat, the exercise they get and if they smoke. They need to take better care of themselves.Grow in your ability to think. Become a shop foreman. Teach the young techs. Stop making the trade sound bad by saying ‘You don’t want to be a technician.’ Give honor to the job of a technician. Tyler Hubbard Tyler began working for I-70 Auto Service in August of 2009 where he found his passion for the automotive industry. He is an ASE certified service adviser and an AAM accredited automotive manager. Currently, as a third-generation owner, Tyler is focused on ways to continue to improve and challenge our industry. During Tyler’s collegiate career, I was a 2 time all-American and national champion in wrestling. During my Senior season, I lead our team to a team national championship. Mentor Young TechniciansTyler wants to see his people succeed in life. He knows what each of his people’s life goals are and is working to help them meet them. Career Path for employees. Unique Retention Methods. Make out companies exciting to work for. We must provide benefits like a boot allowance, retirement, health care, dental options and more. Work these programs into your budget. Most of the times you can afford these programs. Greg Buckley Greg Buckley is the CEO of Buckley’s Personalized Auto Care in Wilmington, DE. He’s a member of ASA, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development group. Not the only trade or profession that is having an issue with training. No board members on our associations from education We need a new religion.Look at other industries and find out what we can do to support them. Learn what other industries are doing that will work for you. Chris Cheney Sr. Director, Customer Training at the Carquest Technical Institute Orientation is not Onboarding! Planning for growth/expansion includes your team A structured career pathway for all positions A well defined and promoted advancement process ALL tools and equipment provided by the shop Establish a mentorship program for life. Our negative attitude over our jobs and careers is killing the industry.We are an important part of the economy in supporting safe and reliable transportation for the motoring public and beyond. Brian Bates Brian Bates, AAM is the owner of three Eagle Automotive in the Southwest Denver area and began his career in 1996 working as a technician in a dealership. Brian is an ASE L1 Master Technician. Brian earned BA Degree in Business Management in 2000, and bought his 1st shop in 2004. Last year, Eagle Automotive earned Napa’s national Autocare of the Year award as well as one of the top 10 AAA shops in Colorado. Company purpose, vision, values, and operating principles are...
Your Learning Curve Never Sounded So Good Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project. Listen to Chris’s previous episodes (https://remarkableresults.biz/?s=%22Chris+Chesney%22) . Lucas Underwood is an Automotive diagnostic specialist, shop owner, and foreman. He owns L & N Performance Auto Repair, Blowing Rock, NC was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Offering Repairs On All Makes & Models, Gas And Diesel. Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program. Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Listen to Carl’s previous episodes (https://remarkableresults.biz/?s=%22Carlo+Sabucco%22) . Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going. Key Talking Points: Daytime training model A fresh set of eyes, after a nights rest, delivers better knowledge transfer. Dealerships are doing daytime. Young technicians want to know what your training commitment is. They want to know if they’ll be paid to go to training. They want work-life balance. They don’t live to work they work to live. We need to schedule effectively when we lose a technician to daytime training If the shop owners commit to daytime training the training companies will be there to meet that demand. Night Time Training We need to change the culture of training. Night time is not working. So many in the class have half mast eyelids. How much training are they getting. Overall message We need to move to a competency training model Training costs too much. Some shops don’t budget for training Technicians need to be compensated for attending training no matter what time of day. Training is a differentiator when hiring and keeping technicians Training is an investment not an expense Schedule around daytime training. Don’t put your shop in a hole when a technician is at training. No different than the sudden sick day. Private training is being done in local markets A group of owners are pooling their money and hiring a top training. Get about 10 shops in the market to split the cost Requiring hands on training, as this become a trend. Smaller groups get a better experience You need a learning plan for your team It must be based on need In small bite size segments Training must be attacked with a strategy and a plan Having a strong training culture can bring potential techs who want to work for you to your business Do your techs know why they are going to training? We need to challenge ourselves and the industry trainers to bring more daytime and hands-on training Hands on is critical after a class. Owner needs to ask
Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes (https://remarkableresults.biz/?s=%22Donny+Seyfer%22) . Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project. Listen to Chris’s previous episodes (https://remarkableresults.biz/?s=%22Chris+Chesney%22) . Jill Saunders is Curriculum Developer, Toyota Motor Sales, North America and a member of the ‘Road To Great Technicians’ project. Listen to Jill’s previous episodes (https://remarkableresults.biz/?s=%22Jill+Saunders%22) . Kyle Holt is the President of S/P2 (sp2.org). S/P2 serves businesses and career tech schools in the automotive service, collision repair, heavy-duty/diesel, welding, construction, cosmetology, and culinary industries. S/P2 is used by over 175,000 students and employees every year across North America. Listen to Kyle’s previous episodes (https://remarkableresults.biz/?s=%22kyle+holt%22) . Key Talking Points: “There is nothing like a crisis to pull everyone together.” Donny Seyfer The entire industry needs to participate in growing and keeping technicians. Dealers are having the same challenge. Churn is not good or acceptable to grow our industry. Losing a key technician can cause a big gap in revenue. Finding someone if you are behind the eightball is an expensive problem. Growing talent beforehand and on-going will Toyota needs 1400 technicians per year to keep their dealer network supplied. Aftermarket heeds this. Military veterans are a consideration for Toyota. It starts at the dinner table. We need to get the word out to everyone who wants to listen. When kids are involved in a STEM class and or a youth automotive program they will cross-pollinate their friends. We need to get them involved so we can gain that advantage. Just one tactic to build it from the entry level. There is a video game to work on cars now. We need to remodel how we educate our students (all trades) from an outcome-based education to a more competency-based or master of a skills-based education system. Give the student to move when they are ready not as a project group. Career pathing is to have all students to have the same competencies. All they would have to learn about their new employer is their culture. Industry and education need to be attached at the hip. Mentoring will be a big part of this plan. We’ll never find mentors if they don’t know how and are paid appropriately. Find a mentoring program at SP/2. Go to SP2.org, send an email and ask for the mentoring system. It is in beta. We need the structure from a mentoring program, but outlining a career path is as important to the next generation of technicians. Career-pathing is an industry problem. Entry level technicians need to know how to move up to B tech and A tech and what other directions, such as parts, service. Competencies must be identified across the entire industry. In the early ’70s, ASE helped keep the government at bay and to engage industry and to create a standard to gauge the knowledge-based of the technician. We need to get an electrical diagnosis as simple as righty tighty lefty loosey. The industry needs to take its rightful place to support ASE and education. The educators need the tools to teach the competency-based skills. NASTF’s goal is to connect everyone. There are multiple initiatives going on across the country. Mentoring, Apprentice programs everywhere. Service Quality Specialist is a new program being developed by Toyota Creating a new role. Their highest level is Toyota Master Technician (TMT) Make their TMT a salary position so they can mentor and coach technicians. This position will monitor the quality of work they...
Is Customer Education just Customer Training? Or is it something more? Whether you're scoping out your program for the first time, or consolidating separate functions into one Customer Education experience, you have to know which programs to include — and which ones to leave out. But we think that whether you call it Customer Education, Enablement, or Education Services, you've got to think bigger than just training. If you had said the term “Customer Education” even a few years ago, it would have been a synonym for training. In Episode 002 of CELab, we question the role of “training” in a Customer Education program. After all, that's the main way that tech companies thought to educate their customers: bring them into a room (or a webinar), teach the materials, facilitate some activities, and then the customer was educated. The Internet has changed the way we live and work, but it's also changed the way we learn. And it doesn't just mean taking our long training sessions and posting recordings or breaking them up into webinars. The industry is seeing a shift in the way that people look for, and use, information. (more…)
Is Customer Education just Customer Training? Or is it something more? Whether you’re scoping out your program for the first time, or consolidating separate functions into one Customer Education experience, you have to know which programs to include -- and which ones to leave out. But we think that whether you call it Customer Education, Enablement, or Education Services, you’ve got to think bigger than just training. If you had said the term “Customer Education” even a few years ago, it would have been a synonym for training. In Episode 002 of CELab, we question the role of "training" in a Customer Education program. After all, that’s the main way that tech companies thought to educate their customers: bring them into a room (or a webinar), teach the materials, facilitate some activities, and then the customer was educated. The Internet has changed the way we live and work, but it’s also changed the way we learn. And it doesn’t just mean taking our long training sessions and posting recordings or breaking them up into webinars. The industry is seeing a shift in the way that people look for, and use, information. Instead of delivering information upfront to customers and hoping they’ll remember it, we now have opportunities to communicate with them in different ways and at different times -- including, most importantly, when they want to learn something. This means that companies need to be able to educate customers in ways such as: Help docs that are easily searchable, not just on the company’s site but on search engines like Google. In-product cues and tooltips that are easy to find when a user needs help. Emails or in-product announcements to learn about new capabilities or helpful features. Technical docs and guides to build integrations and other specialized functionality. Communities that help customers collaborate and share tribal knowledge. And yes, of course, training sessions that help customers build skills. The problem is that in many organizations, all of these live in different departments and don’t connect to each other. If you’re a startup, you have the opportunity to think about these in tandem and put them in the same Customer Education function (or to create tight cross-functional teams that oversee it). If you’re more established, you probably have teams devoted to each of these things -- so it’s time to start breaking down silos and forming cross-functional teams or committees that can address the customer’s education experience holistically. Dave and Adam both believe that Customer Education is more than Customer Training -- you need a holistic strategy for information that helps the customer do their jobs. How do you do this? Start by auditing your content. The content audit
Your Learning Curve Never Sounded So Good The Panel: Greg Buckley is the CEO and the 50 + year young of Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE (https://remarkableresults.biz/?s=%22greg+Buckley%22) . Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project. Listen to Chris’s previous episodes (https://remarkableresults.biz/?s=chris+chesney) . Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop, Freedom Automotive in Hesperia, CA. Jeremy’s previous episodes (https://remarkableresults.biz/?s=%22Jeremy+O%27Neal%22) . Key Talking Points Chris Chesney: Exciting times to be in the industry. Niche vs Specialty With ADAS on the horizon a big opportunity Differentiate yourself by doing the job right the first time. Do the basics right. Niche Offer your service in a way that no one else does. A segment in your service that distinguishes yourself so the customer comes back for more. Get your act together in your core services before expanding into other services and specialties. Tough to give full service and to be the best serving all platforms in the future. Equipment investment and training are factors. Unless you have a specialist in each platform on your team. Greg Buckley’s shop is qualified as a child safety seat center and works with many hospitals, companies, and police services as a go-to as an authorized child seat fitment professional. Greg also started an up-fitting services division (specialty) working with fire rescue, police and commercial vehicles. He recently up-fitted a fire and rescue gator. He is an automotive services enterprise not just a repair shop and will invest in the right equipment and people, but will always research the opportunity before ever jumping in. Market research based on opportunity and investment is critical. Do not bring your hobby to your company. It is tough to make money with your hobby. There are very few exceptions. ADAS will be a specialty as we get to move through time. Very precise type of work that will require a large investment. You can serve the collision industry as a local ADAS expert. Five to ten years ADAS will be core. Many small business owners get stuck on what is working today. Your current market may get depleted. By looking at emerging market opportunities you can be first to market and dominant player in your market. Greg likes to look at the money trail. Apple will be in the mobility business. Europe says that may just have hit peak car sales! We have given up opportunities, as an industry, such as doing radio installs, tinting, and glass as examples. We just want to fix cars, why not everything automotive? Ask your customer. What can I do to help you? Establish the different service points that our clients want help with and to find what the market is telling us. Your comfort zone may be holding you back. Product based Niche vs. Service Based Niche – Huge Difference. Product Niche’s typically taking more capital and specialized labor Service Niche’s typically required less capital and is easier to shift. Examples:...
The National Automotive Service Task Force, NASTF, is a cooperative effort among the automotive service industry, the equipment and tool industry and automotive manufacturers. There is no cost to participate in NASTF. If you are a professional auto service technician, shop owner, OEM service employee or any other automotive industry professional supporting the mission of NASTF, please enroll here on our website. Click (https://www.nastf.org/i4a/pages/index.cfm?pageid=3753) Mission & Vision Mission: The National Automotive Service Task Force will facilitate the identification and correction of gaps in the availability and accessibility of automotive service information, training, diagnostic tools and equipment, and communications to automotive service professionals. Vision: Driving a professional, well-resourced vehicle service industry by uniting competent and diverse teams to solve industry-wide problems and effectively communicate solutions. The panel: Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute and a NASTF board member and a member of the ‘Road To Great Technician’ project. Listen to Chris’s previous episodes (https://remarkableresults.biz/?s=chris+chesney) . Donny Seyfer is the Executive Officer of NASTF. Listen to Donny’s previous episodes (https://remarkableresults.biz/?s=donny+seyfer) . Jill Saunders is Curriculum Developer, Toyota Motor Sales, North America and a member of the ‘Road To Great Technicians’ project. Link to the Road To Great Technicians project (https://www.nastf.org/i4a/pages/index.cfm?pageid=3869) . Talking Points: A stake in the ground to move this project ahead. The project is in the ‘Stop Talking – Start Doing’. Milestone for the industry in 2018: Mission and Vision for the program has been created. To framework a career path for the technician. They are excited to share the program and get the entire industry involved. NASTF attended a Tech Force Meeting recently in Phoenix, AZ in early 2018. PIPS: Parents and Influencers of Peripheral Student Once the student gets out of school there is no plan for a career path. That is the focus of this program. Mentor them and apprentice these students into the industry/shop. Create a framework of education. The college’s and OE can hang their curriculums on this program. Our current in-service technicians will come later. They want to start with new graduates of automotive technology courses either at secondary or post-secondary level. Key to the entire program is mentorship. Mentoring is a core skill and needs to be taught, learned and fostered year after year. Mentoring may not be a perfect match for the oldest or most senior person in the shop. The person selected must know how and want to be a mentor. There will be a program for Mentor and Mentee through SP2.org with ASE. The Road To Great Technicians is about lifelong learning all the way through your career. You can’t buy a master technician anymore. You need to build your own. Standards will be developed. Donny feels that the ASE will be a pre-cursor to your practical exam. It is the job of the industry to set the standards. Mark Saxonberg, “Regardless of where you work, you need to be at the same skill set.” The consumer expects a certain skill level and because they don’t receive it consistently, we have a poor reputation. As consolidation persists, the bigger corporations are process driven and career paths and requirements of skill will be necessary. Like the FAA process: The competency exam will be a two-part practicum. A verbal/oral and a practical exam; to show you can accomplish the skills to a standard. Chris Chesney feels that the oral exam will solve most of what we see today as a problem. For example, many techs could not explain a voltage drop. The...
[Pictured above Eric Ziegler, Chris Chesney, Donny Seyfer, Keith Williamson, Summer Guerrero, Carm Capriotto. Photo courtesy of Howard Pitkow] Have you thought about how you will do business in the future? Well the mission of this panel was to stretch the boundaries and serve up plenty of thoughts, concepts and changes coming that you need to be fundamentally prepared for. Many great thoughts in this town hall that will help shape your future. There are many important action steps discussed that need your support and engagement. Listen carefully for those cues. The team: Summer Guerrero, and her husband Mark have been together since they were 16 yrs old, and opening a shop was Mark’s dream as a teenager. Summer was a female firefighter. On her days off she would attend small business classes to prepare for opening a shop. As a female firefighter, Summer worked with public and media throughout her 15 year career and saw the passion and gift Mark had to give to their community and his dream quickly became hers. Summer is responsible for the Marketing, Management, and Public relations of the company. Their goal is be a leader in the industry for their customers, and other independent shop owners to help raise the standards of professionalism in the automotive industry. Their shop Affinity Automotive Services is in Wichita, KS. Listen to Summer’s previous episodes (https://remarkableresults.biz/?s=%22summer+Guerrero%22) . Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of ASA Midwest where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle Technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom line impact group for 4 years. Listen to Keith’s previous episodes (https://remarkableresults.biz/?s=%22Keith+Williamson%22) . Eric Ziegler owns and operates EZ Diagnostic Solutions Inc in Peoria, IL. Eric specializes in module programming, drivability, electrical and network systems diagnostics. Eric has over 30 years of experience as a technician with an extensive diagnostics background. Eric is an accomplished automotive trainer working for Automotive Seminars and the Drivability Guy. Eric Ziegler is an ASE Certified Master Tech • L1 Advanced Level Diagnostic Specialist • L2 Electronic Diesel Engine Diagnostic Specialist • L3 Light Duty Hybrid & Electric Vehicle Specialist • ASE Certified Medium Duty Truck Technician. Listen to Eric’s previous episodes (https://remarkableresults.biz/?s=%22Eric+Ziegler%22) . Donny Seyfer, AMAM, is co-owner of Seyfer Automotive, in Wheat Ridge, CO and the Executive Officer of the National Automotive Service Task Force (NASTF). Donny Seyfer, a 3rd generation owner, has over 30 years of automotive experience as a technician, manager and service consultant. His Dad started in 1961 and his grandfather was building race cars before that. Seyfer Automotive provides general repair, and maintenance with a special focus on diagnostic. Donny is past chairman of ASA and serves on many industry boards and committees. Listen to Donny’s previous episodes (https://remarkableresults.biz/?s=%22Donny+Seyfer%22) . Chris Chesney is the Senior Director, Customer Training at the CARQUEST Technical Institute. Chris has held every position from tire buster to master technician, from service adviser to shop owner. He has been training technicians and shop owners for 30 years. Chris started his training business, DTEC, in Denver in 1994 where he trained over a thousand techs in the art of transient emissions diagnostics. Chris believes what all successful technicians
Ep. 004 - Customer Training; get a better understanding of why it’s important to always ask for the business. --- Support this podcast: https://anchor.fm/kalani-thomas/support
Why do organizations invest in customer training initiatives? And what factors should decision makers consider when developing, delivering and measuring the business impact of customer training? Listen to The Talented Learning Show
In this episode, we spoke to Ken Hirsohn, past president, current treasurer, and longstanding board member of the Computer Education Management Association (CEdMA). Ken talked to us about running customer education operations at Alien Vault, ServiceNow, Salesforce, and Veritas (Symantec). He has run multi-million dollar education operations with education as a P&L, and in this episode, talks about the ever-evolving role of training and integrating customer training with the entire customer experience. Get on the email list at helpingsells.substack.com
Are You Committed to Be A Lifetime Learner In The Automotive Aftermarket? Learn Why It Must Be Your Most Important Goal. Chris Chesney grew up on a farm in North Central KS and was immersed in mechanical things early in his life. His mother died when Chris was 5, so he was his father’s primary helper. Chris was driving a tractor while pulling a feed wagon next to a field cutter when he was 6. He couldn’t reach the pedals so his dad would put the tractor in low gear and then give him the sign to hit the starter button and off they would go. Chris would gauge the speed of the cutter to allow him to fill the wagon. At the end of the row, his Dad gave him the sign and Chris shut off the tractor. His Dad would then turn the whole mess around and they’d go again. That same year was the moment that tied Chris to this industry and he remembers it like it was yesterday. He was standing in a Ben Franklin store in Natoma, KS and saw a Road & Track magazine on the rack with a picture of Phil Hill in a Ferrari F1 car and his heart jumped! From that moment to today Chris has been in love with the automobile and as a result of his passion he has been a member of the service industry since his first job, other than working on the farm, at Shorty’s Amoco in Stockton KS. Chesney held every position from tire buster to master technician, from service advisor to shop owner. He has been training technicians and shop owners for 30 years. Chris started his training business, DTEC, in Denver in 1994 where he trained over a thousand techs in the art of transient emissions diagnostics. Chris was consulted early on at the beginning of CARQUEST Technical Institute (CTI) and ultimately sold his business and moved to Raleigh NC to lead CTI. He still gets up every morning with the same passion he’s had since that day in Natoma because he says, this industry is made up of some of the finest people on this planet. They work so hard every day to service their customers and communities. Many are very successful, but many are not. Our industry is rapidly changing, and all members of our industry are stressed with the onslaught of technology, the aging workforce and shortage of skilled labor. Chris’s passion today continues to be leading the very best team of instructors and developers as he helps bring education solutions to the market. Chris made a commitment to get involved in helping bring the industry together in an effort to find long-term solutions to the issues we all face. He currently serves as Board Chair of the ASE Training Managers Council and a board member of the National Automotive Service Task Force where he works with his peers to create real solutions that our industry needs. Key Talking Points and Take-A-Ways: In the early days, Chris had a design to be an engineer for one of the big three. But realized he loved working on cars. He has a passion for how things work. Chris would go to Indy with one of his mentors Harley Veers who served as the Bear team lead at the Indianapolis 500. He spent his days in gasoline alley with Harley. That was a big influence on Chris because he can’t get enough of technology. He went with Harley to the first ever ASE test and realized then that the industry wanted to keep the government out of our business by certifying as an industry. Chris was a Snap-On dealer and also worked for Sun Electric selling scopes. In some classrooms today we do myth busting to explain the ‘truth’ and how things really work to help technicians with diagnostics strategies and success. Getting to the truth today. Example. A tier one engineering company builds an ADAS system for an OEM the code and the OEM. The OEM may shortcut the system and does not implement the technology how the tier one supplier intended. The relationship breaks apart. The tier one supplier says they will not support it. They are at odds with each other. The...
This week, Aly talks with Linda Schwaber-Cohen, CSM at Skilljar. Linda discusses her approach to training and onboarding, explaining how to first approach training calls with new customers, the importance of data, and what you should be focusing on. This episode is perfect for anyone in CS who: - Wants to improve their training program or even start to create one. - Is looking to learn how to offer value in those early interactions. - Needs to prove the effectiveness of their training. Key Takeaways - Why content and delivery are so important. - What to focus on during training. - How to prove the effectiveness of training. - Scaling up and choosing the right tech stack. - How to create value from those first interactions. Resources: www.receptive.io/podcasts/churnitup/customer-training.html
During a staff training session you tell your optician, “When you sell AR lenses, say X.” We've all tried training our staff this way, and whether “X” is effective or not, invariably we have trouble making it stick. Is the problem “X” or the way we're training and teaching our staff? Frank Pigneri, Sr. Manager of Customer Training and Development at Essilor is the guest on our show. He discusses some of the finer points of optical training, what should be included in a good training program, when to do it, how to make it stick as well as a host of other great topics related to staff education.
In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Rob Castaneda (CEO, ServiceRocket)to discuss the importance of customer training in customer success initiatives, why you need to implement a cross-functional training program and how cutting-edge technologies are transforming the future of customer training.
Bob Pike Group trainer Erin Fullerman is a self-described “crazy dance mom” and has five tips on how you can switch it up for your next training session. Sign up to hear Erin and other Bob Pike Group trainers at the fall conference: www.bobpikegroup.com/success Purchase Becky's new book here: http://store.bobpikegroup.com/bk-creative-training-a-train-the-trainer-field-guide/ Podcast available on iTunes here: https://itunes.apple.com/us/podcast/creative-training-techniques/id862555469?mt=2 And on the web here: http://www.bobpikegroup.com/Resources/podcasts-and-videos
In this special episode of Helping Sells Radio, Gainsight Head of Training Dave Derington and ServiceRocket Learning Platform Product Manager Jesse Miller tackle an issue that befuddles most customer education teams: how to link customer education activity with business results. They clarify the process for answering the question, "What impact did customer education have on customer satisfaction, NPS, product adoption, renewal rates, and even product sales?" Answering these questions can turn customer education leaders into rock stars in their companies because they have the potential to turn education from overhead to a profit center that contributes directly to company growth. This talk was recorded at the Business of Customer Education Conference (BOCE), which was co-located at the Gainsight Pulse Customer Success Conference in May 2017. Get on the email list at helpingsells.substack.com
In this special episode of Helping Sells Radio, Atlassian's Director of Training Sherry Quinn shares how to scale customer training and address different customers' needs by starting with a core curriculum and repurposing it into multiple formats. This is a recording of her talk at the Business of Customer Education Conference (BOCE), which was co-located at the Gainsight Pulse Customer Success Conference in May 2017. Get on the email list at helpingsells.substack.com
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