Artwork for podcast Diagnosing the Aftermarket A to Z
What Didn't We Talk About! with Chris Cloutier [E012]
Episode 125th January 2022 • Diagnosing the Aftermarket A to Z • LSTN Media LLC
00:00:00 01:22:49

Share Episode


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
  • 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 

The show is sponsored by NAPA Auto Care

Email Matt:

Diagnosing the Aftermarket A - Z YouTube Channel HERE