In this episode, Coach J and the GMan take the five things you can do today to have the biggest improvement on your Service Departments performance. These strategies are used by your hosts in dealerships all over the country and they found them to be the most impactful. Listen in to learn what they are and how you can start using them today. 

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In this episode, Coach J and the GMan explore what happens when your top performer becomes your boss! When you have a team member that you believe you can’t live without, you run the risk of that person becoming entitled. That entitlement can turn a good employee into a bully and eventually into the person that runs the show. Once you put yourself into that position it becomes extremely difficult to lead, and almost impossible to gain back that control. Our hosts talk about their experiences first hand on how to gain and stay in charge of your department. 

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In this episode, Coach J and G-Man discuss the differences between being strategic vs tactical in business. They discuss the separation between the two ways of thinking/executing and how both are used together. They emphasize the importance of thinking strategically and systemically to achieve desired goals. Listen in, you may be using tactics and not be thinking strategically everyday. 

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In this episode, Coach J and the GMan discuss the importance of respect and leadership in managing people. They explore the difference between being liked and being respected, and how focusing on respect first can lead to better results. The key components of a good leader are providing clear expectations, clear directives, and . They also discuss the importance of making decisions and being open to being wrong, as well as the need for structure and standards in a team.

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In this episode, Coach J and the GMan take on the age old debate of Open Drive vs Closed Drive. The hosts discuss the pros and cons of both systems, with one host leaning towards the open drive and the other towards the assigned appointment drive. There are many benefits and negatives to either option. For the closed drive, customer connection and relationship-building are key, as well as the control and preparation it allows for managers. The Open Drive has the potential for laziness and cherry-picking, but also allows the opportunity for hungry advisors to excel. The hosts emphasize how you can find the right balance and understanding of the individual strengths and preferences of advisors. 

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If you don’t have a scoreboard consider this… Would you set off on a long road trip without a map? Could athletes compete without knowing the score of the game, and would anyone even watch? There are many essential aspects to building and running a successful service department, but the Scoreboard sits #1 on the list. The Scoreboard is such a powerful tool that it alone can give your team, and departments, results a sizeable boost. The affects are two-fold. It will increase the competition in the drive pushing the advisors to be at their best, and to look at who is doing better. While also giving the leader a road map to success. You have to know where you’ve been, and where you are to know where you will end up. In this episode your hosts, Coach J and The GMan, dive deep into all the ways having a Scoreboard will benefit you, and discuss another feature of their scoreboard they wouldn’t go without.

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In this episode of Hard Shop Life, Coach J and GMan discuss the issue of customer entitlement in the automotive industry. They share personal experiences and insights on how to handle entitled customers and provide tools and resources for service advisors to navigate these situations. When handling emotional customers the importance of empathy, communication, and setting clear expectations is the key to success. These natural tactics will improve overall customer satisfaction and retention. Helping you advisors to overcome the challenge of tough customers will also increase you employee retention. Service advisors are valuable to the industry and providing them recognition and support will make you stand out. 

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In this conversation, Gary and Coach Jay discuss the importance of a good leader in a business organization. They emphasize the need for managers and leaders to pay attention to their people and understand what is most important to them. They also highlight the importance of observing and mirroring the leader’s decision-making process and behavior.

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In this episode, Coach J and the GMan discuss the concept of starting a new month and going from “hero to zero”. They explore the impact of this mindset on individuals and provide strategies to overcome it. They emphasize the importance of staying in the hero mode and maintaining momentum throughout the month. They also share techniques such as setting goals, creating incentives, and involving technicians to keep the team engaged and motivated. The conversation highlights the need for a positive and unrealistic mindset to achieve success. Setting goals and maintaining a positive mindset are key to success in the automotive industry. Managers should start thinking about the next month a week in advance and have a meeting with their leadership team to strategize and set goals. Fast starts and incentives can help keep the momentum going. Communication and accountability measures are important, and leaders should seek support from upper management. It’s crucial to keep employees engaged and reset when needed. 

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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.

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