What Didn't We Talk About! with Chris Cloutier - Matt Fanslow - Diagnosing the Aftermarket A to Z

What Didn't We Talk About! with Chris Cloutier - Matt Fanslow Diagnosing the Aftermarket A to Z 012 With Chris Cloutier from Golden Rule Autocare, Dallas, TX, and CEO of AutoTex.me Do all customer-facing employees really practice what they preach or believe when it comes to client experience or satisfaction? A mature leader follows joy and not fear Many managers never received the positive vibes from happy customers, and only get called in when there is a problem We need to take steps to be sure our ‘locker room’ is not toxic Chris book recommendations:  Unaffendable Anything that deviates from a mean is surprising  On a normal day, there may not be anything surprising  You may not be able to solve the world’s problems overnight You can’t have too high expectations from young technicians They are going to cost you money Are we grateful for every opportunity from every customer to solve their problem? Affirmations are very important for change to fix any self-doubt Know thyself. What bring you joy? Matt loves to solve puzzles Bah Humbug! Entrepreneurs work a lot and love new things Chris finds joy in opportunities We are competitive. We like to win There are things we can keep up with as long as they are not conjured up by the competitor or via social media Winning is OK. It is how you win that sets you apart If you don’t find joy in your backyard, you may be looking through the wrong lenses Dorthy and the Wizard of Oz Bay Watcher Looking at productivity How can data help improve our productivity and remove obstacles It is not all about just replacing parts today but being sure that the system is connected and back to full function  Speed doesn’t necessarily mean good. Comebacks need to be measured   We don’t document anything Photo’s Before After All around vehicles, dash Document, Document, Document Owners have the right to charge what it takes to keep the business running and profitable  The show is sponsored by NAPA Auto Care https://napaa