The Front End: A Critical Component for Success

by George Witt, AAM (sponsored by Pace Computers / YES Management Systems)

Saturday, March 8 - 8:45am to Noon

 

It’s been said that 90% of a shop’s problems can be solved at the front counter.  This class will dissect the front counter operation like a frog in biology class.  We’ll cover curb appeal, exterior and lobby signage, marketing, customer flow, shop/office procedures, personnel training and selection.

 

Also addressed will be some unique Service Advisor skills and techniques.  You’ll see an example of what one shop has done and the results.

 

This is another very unique George Witt class and will bring up things you may have never before considered.  If you want a smoother shop operation with increased sales, this class has the answers you’ve been seeking.

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Expanding Your Customer Base with Tires

by Bob Kotan (sponsored by Tire Centers LLC)

Saturday, March 8 - 8:45am to Noon

 

This course will focus on five key elements of the Tire Business:

 

·          Why sell tires?  What is the "Big Picture" behind linking your service business with tire sales.

·          The 5 steps to the tire sale - The K.I.S.S. method of tire retailing.

·          How to avoid "selling" tires over the telephone.

·          Developing a successful pricing structure for retailing tires.

·          Advertising & telephones exist for one reason...to create a visit to your location.

 

If you are not offering tires to your current customer base, attend this seminar and learn what Ford Motor Company and General Motors have recently discovered.

 

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Calming and Retaining Angry Demanding Customers

by Margie Seyfer

Saturday, March 8 - 3:00pm to 6:00pm

 

Everybody gets angry! It's a normal emotion. The way we handle customer complaints and outbursts of anger can make the difference between losing and retaining the customer's business. This training provides an understanding of what triggers anger in customers and what customers really want when they are upset. Business specific scenarios give participants an opportunity to skill practice calming themselves and upset customers.  Your people will learn:

 

·          What causes customers/us to become angry

·          Why customer complaints should be encouraged

·          Their level of effectiveness through a "Personal Anger Attitude" survey

·          When a refund/restitution is justified

·          What it's like to be singled out, picked on and yelled at-Marshmallow activity

·          The seven things angry customers want from service providers

·          The very first thing to do when someone "blows up"

·          Six tips for maintaining control when under fire

·          Six steps to calming the angry customer

·          Strategies for managing the swearing customer

·          How to eliminate escalation to the third level of customer anger

·          Active listening-it's hard work but worth it

·          How to implement the feel/felt formula

·          To identify weak words that trigger anger

·          How to create empathy statements that calm

·          Why saying "I'm sorry" is required even when it is not your fault

·          Why it's important not to blame shift

·          Three forbidden phrases never to use with angry customers

·          Whether the customer is worth saving

·          Emotional first aid to help us quickly recover-8 ³get real² questions

·          Skill practicing elements of calming, implementing and providing resolutions

·          It's always about our attitude

 

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Preparing (Valuing) Your Business for Sale, Succession and Taxes

by Mike Henning

Saturday, March 8 - 3:00pm to 6:00pm

 

Preparing (valuing) your business for sale, succession and taxes with the help of an independent, third-party is a must according to the IRS. Seminar attendees will learn specific strategies to be implemented when preparing for selling, merger, acquisition or family transfer. Understand how to make a valuation work for you when developing a gift program, buy/sell agreements, recapitalizing, redeeming stock, during a divorce or making a charitable gift, as well as when purchasing insurance coverage, selling real estate and determining replacement costs on loans or debt. This session provides an overview of the different calculations, methodologies and assumptions that are commonly used in valuing a company. Its purpose is to help you understand what your closely-held company is really worth. Our information can determine the difference between success or failure for lifetime of work, sweat and risk for senior owners, and for others it will provide alternatives if not sure what to do with their firms.

 

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The Four Keys to Lasting Success and Profit

by Matthew Winslow, Automotive Training Institute

Sunday, March 9 - 8:45am to Noon

 

Have you ever felt going to your business is like walking into an active hurricane? You put in long hours and work hard yet feel frustrated and unfulfilled? Learn the four essential keys that will transform your life and make your business exciting and fun again!  Re-ignite your passion for running a top performing company!  Increase your personal productivity with focus and time management secrets.  Build systems to increase performance and get more free time.  This is a high-energy, funny, and inspiring presentation with state of the art multi-media slides. The flow is: The pain, the problem, the solution, the benefit.

 

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Women's Industry Roundtable

by Panel of Moderators

Sunday, March 9 - 8:30am to 11:30am

 

Don’t miss out on the first Women’s Industry Roundtable!  Since real-world experiences are the best possible tool for learning, the panel will address issues faced by women everyday in the automotive service industry and business. Panelists featured in this event are shop owners, service advisors and spouses. They will share their experiences working in the industry, balancing work and family, and address attendee questions. Attendees will have an opportunity share ideas and solutions to the various issues relating to working in this industry. (This course is included as part of the VISION Spouse’s Program). -- Sorry, but this session is available for women only.

Lead Moderator: Betty Jo Young is co-owner and manager of Young’s Automotive Center, in Houston, Texas. She is the past president of the ASA Texas, currently serves on the ASA Mechanical Division and has held numerous board positions. Betty Jo is dedicated to the success and prosperous future of the repair industry and improving the business skills of her fellow industry members.