Episode 12

What Didn't We Talk About! with Chris Cloutier [E012]

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 napaautocare.com

Email Matt: mattfanslowpodcast@gmail.com

Diagnosing the Aftermarket A - Z YouTube Channel HERE

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About the Podcast

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Diagnosing the Aftermarket A to Z

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About your host

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Matt Fanslow

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt.

He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image.