Move past shop insanity with a change of thinking

LAS VEGAS — The repair shop business model of the past is broken and can only be fixed with knowledge and accountability.

The aftermarket needs to move beyond thinking of itself as a trade and start deeming itself a profession in order to move forward successfully, said Bob Greenwood with the Automotive Aftermarket E-Learning Centre during his presentation, “The repair shop jungle: Moving forward and leaving the insanity behind,” during AAPEX on Nov. 5.

Greenwood spoke to an audience of shop owners, managers, service advisors and lead technicians about the importance of changing how we think in our shops today. “It is time to move to the new level within the aftermarket, meaning we are no longer a ‘trade,’ but we are now a true ‘profession’ today. It is about shop competency. Knowledge is your marketplace advantage,” Greenwood said. “Everyone must learn the right business culture that creates a much less stressful environment. Everyone has each other’s back. The team has the owner’s back and the owner has the team’s back, resulting in professional execution that serves the consumer to the highest professional standards.” 

It is important to embrace this idea in your shop because the business model utilized within the service shop aftermarket for the past 40 years is completely broken, Greenwood says. “The math proves that. As a profession, accountability is in place. Standards of excellence are expected when working with -service the consumer, based on what is the consumer’s best interest, and this is to be the daily norm,” he says.

There are two non-negotiable rules that must be followed, Greenwood says. First, you must have a strong work ethic. Second, you must have a true desire to compete. “You need to show up every day with the attitude, ‘we are going to get it done today. We are going to do it right and provide a great experience for our clients, because we can beat the dealerships. We are the independent sector, and we are good!” he says.