In this episode, David and Lucas are joined by Maylan Newton of ESI, an expert in automotive repair shop management. Maylan shared insights and tips on appropriately streamlining the workflow in a repair shop, starting with creating appointments and then setting proper customer expectations, ultimately converting phone calls into car count.
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Topics discussed:
00:00 How to get customers to show up for your appointments.
12:11 The roller coaster ride of expectations and unrealistic expectations.
20:42 The owner needs an accountability partner to help him see the forest for the trees.
34:46 Why are we trying to fix cars for people who don’t want to invest in them?
44:20 Effective labor rate vs. cost of labor.
62:14 The importance of having a compelling purpose in business.
