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 012With Chris Cloutier from Golden Rule Autocare, Dallas, TX, and CEO of AutoTex.meDo 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 fearMany managers never received the positive vibes from happy customers, and only get called in when there is a problemWe need to take steps to be sure our ‘locker room’ is not toxicChris book recommendations:  UnaffendableAnything 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 overnightYou can’t have too high expectations from young techniciansThey are going to cost you moneyAre we grateful for every opportunity from every customer to solve their problem?Affirmations are very important for change to fix any self-doubtKnow thyself. What bring you joy?Matt loves to solve puzzlesBah Humbug!Entrepreneurs work a lot and love new thingsChris finds joy in opportunitiesWe are competitive. We like to winThere are things we can keep up with as long as they are not conjured up by the competitor or via social mediaWinning is OK. It is how you win that sets you apartIf you don’t find joy in your backyard, you may be looking through the wrong lensesDorthy and the Wizard of OzBay WatcherLooking at productivityHow can data help improve our productivity and remove obstaclesIt 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 anythingPhoto’sBeforeAfterAll around vehicles, dashDocument, Document, DocumentOwners have the right to charge what it takes to keep the business running and profitable  The show is sponsored by NAPA Auto Care napaautocare.comEmail Matt: [email protected] the Aftermarket A - Z YouTube Channel HERE