In this episode, Coach J and GMan shares his story to glory at a store that was rejecting his serious efforts to redevelop the culture of a broken department.  Coach J and GMan examine how a mindset to improve people’s lives can outweigh and break through the “comfort culture” of mediocrity that stifles high performance.

Podcast: Play in new window | Download

In this episode, Coach J and The GMan discuss the concept of flow and its impact on shop efficiency and effectiveness. They emphasize the importance of identifying bottlenecks in the system and addressing all aspects of the problem. They also discuss the challenges of implementing video MPIs and the need to understand how it flows into your system. Highlighting the impact of flow on customer experience and the importance of creating a one-way flow chart of events. They also discuss the benefits of personal flow and time management, as well as the financial benefits of flow.

Podcast: Play in new window | Download

In this episode, Coach J and The GMan dive into the concept of ‘enough is enough’ and in various aspects of life and business. They explore the desire for growth and improvement, the importance of a sustainable system to support growth, and the need for effective communication between advisors and managers. They emphasize the importance of consistency and adjusting to the new reality of changing market demands. The hosts also highlight the mindset of high performers who are never satisfied and always strive for more

Podcast: Play in new window | Download

In this episode, Coach J and The GMan attack the age old conflicts between the parts and service departments. The lack of communication and understanding between these two departments often leads to frustration and tension. The parts department’s margins and the importance of turning inventory are discussed, highlighting the financial constraints they face. The conversation emphasizes the need for improved communication and building relationships between parts managers and service advisors.

Podcast: Play in new window | Download

In this episode, Coach J and The GMan explore the importance of consistency and standardization in customer service. The hosts discuss their experiences with exceptional customer service and the impact of consistent policies and systems. They draw parallels between the automotive industry and other industries, such as dentistry, in terms of customer experience and software challenges. The hosts emphasize the need for a strong culture and the reinforcement of policies to create a consistent customer experience. They also discuss the comfort and connection that customers and employees feel when there is consistency in service. So, which is more effective, being exceptional or standardization?

Podcast: Play in new window | Download

In this episode,  Coach J and The GMan have a roundtable discussion with some special guests around the concept of Do The Work.  GMan shares how Coach J and his Do The Work speech inspired him and others during a meeting of automotive professionals. 

Podcast: Play in new window | Download

In this episode, Coach J and The GMan discuss the importance of evaluating the people we rely on, and whether we are seeing them through rose-colored glasses. They explore the concept of becoming results blind and the biases that can cloud our judgment. They emphasize the need for clarity and self-reflection to ensure that we are making objective assessments. The power of perspective and the impact of the right person in achieving our goals can’t be understated in your business. 

Podcast: Play in new window | Download

In this episode, Coach J and The GMan discuss customer buying psychology. Marketing your service as “the cheapest” never turns out the way you want it to. You may believe that with a lower price, you’ll get more customers and make up for the discounted rate, but in reality, to achieve that lower rate, you will need to cut corners somewhere. A lot of dealerships that heavily discount their rates are not profitable or even close to profitability. They can’t hold gross, and they can’t maintain a high effective labor rate. Customer service suffers in the end, and that is the one thing you can’t risk losing in our business. For us, the loyalty and trust that our customers have in us is what keeps us profitable. You cannot put a price on amazing customer service and reliability.

Podcast: Play in new window | Download