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
