RR 476: Chris Cloutier and Scott Brown – Productivity Hacks
Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes https://remarkableresults.biz/?s=%22chris+cloutier%22 (HERE.) Autotex.me website https://www.autotext.me/ (HERE). 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://remarkableresults.biz/?s=%22scott+Brown%22 (HERE). Diag.Net https://diag.net/ (HERE) Key Talking Points: Productivity and efficiency hacks Communicate with your customers in their preferred method. Email, Text, Phone Software today is starting to think as our brains do. Smart Leverage digital technology. Look to reduce clicks within your systems Communication is the biggest deficiency in our shops. Communication between customers, technicians, service advisor and owner Communicating policies and procedures properly and clearly. Slack App- replacement for email, nonlinear communication style, documentation Shop management system used to dispatch jobs, technicians can communicate through it internally Toastmasters- 1 hour a week to improve speaking skills Tablet in every bay- eliminates back and forth wasted steps, saves time Scope Creep. The good thing about software it can do anything. The bad thing about software is it can do anything Process improvements need to be a continual improvement commitment Learning to improve diagnostic methods should have the same discipline that you go through when you do to the doctor: Weight, Blood Pressure. O2 every time every car. Document so you can see the base-case and changes upon visits (a performance analysis) Follow the same steps on every diag ticket. Look for indicators. Can help with prognostics Leverage the internet and software to work for you Laptop for every technician. Save wasted steps Every tech needs to have their laptop in their bay with two monitors. Mobile carts with test equipment Dual screens for service advisor Virtual vehicle at the front counter for customer education- focus on customer experience, excel above and beyond than other shops. Many benefits can come from viewing these video’s with your customer Don’t work in the business, work on the business. Wake Up! FAA and Doctoring continue to be a strong theme as it relates to improving our industry as it relates to certification of ADAS and deep system and diagnostic work We must embrace technology if not a business person will go the way of blockbuster Six Sigma Lean Delighters overtime become must-haves Technology assets are delighters for the customer and the shop DVI, Tex-To-Pay, WiFi, Virtual Vehicle, LED Menu Boards, Clean, Bright Resources: Thanks to Chris Cloutier and Scott Brown for their contribution to