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Jon Kloosterman, the Director of Operations at West Side Service in Zeeland, discusses their recent acquisition of a business and their approach to training and retention of technicians. The acquired business had been a pillar in the community for 72 years and was ready for a change in ownership. Jon also highlights the importance of maintaining professionalism and focusing on the right KPIs in your business.

Jon Kloosterman,\\xa0Director of Operations,\\xa0WestSide Service,\\xa0Zeeland, MI. Jon\\u2019s previous episodes\\xa0HERE

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• The acquisition of the business (00:03:49)\\xa0Discussion about the recent acquisition of an existing business and the reasons behind it.
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• Renovations and community response (00:04:16)\\xa0Talk about the renovations being done to the building and the positive response from the community.
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• Training and retention of technicians (00:05:20)\\xa0Conversation about the training process for technicians, including shadowing experienced technicians and the apprentice program.
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• The importance of consistent DVI format (00:09:34)\\xa0Discussion on the need for consistent digital vehicle inspection (DVI) format to ensure uniformity in the pictures taken and information provided to service advisors.
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• Labor vs Service (00:12:12)\\xa0Exploration of the concept of using the term "service" instead of "labor" to shift the focus from labor rates to the overall service experience.
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• Professionalism and image (00:15:42)\\xa0Emphasis on the significance of professionalism and image in the automotive repair industry, including the impact on customer perception and attracting higher-end clientele.
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• The apprenticeship program and communication between service manager and shop foreman (00:18:41)\\xa0Discussion on the relationship between service manager and shop foreman, responsibilities of apprentices, and communication within the team.
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• Effective labor rate as a key performance indicator (KPI) (00:19:31)\\xa0The importance of effective labor rate as a KPI and its position in the list of critical KPIs.
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• Average opportunity as the most consistently watched KPI (00:20:23) Explanation of average opportunity as a KPI
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