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Procedures and Systems Part 2 with Brian Gillis [RR 573]
Episode 57322nd September 2020 • Remarkable Results Radio Podcast • Carm Capriotto, AAP
00:00:00 00:35:37

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Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training.

More about Brian Gillis…

  • 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores
  • Hired and Trained over 2000 staff members
  • Budgeting and Profits Brian’s Specialty
  • Smooth as silk with customers

Brian’s previous episodes are HERE.

Key Talking Points:

  • Processes and proceduresStart with SOP- using dropbox/google docs as place to store it. Can easily update dropbox as things change with technology/equipment etc. You can also add documentation and videos. 
  • Blank template that has 4 questions- Why am I documenting this procure? Who will be responsible (who will create it and who will execute it), what are key elements? How is it done step by step?
  • Majority of SOF’s you do want to involve your team (with few exceptions). It’ll be easier to have input and have buy in for employees. 
  • Follow up procedure and method to do so
  • Essential for becoming multi shop business 
  • Example- answering phoneHow- most important and often the most difficult. Scripts can be helpful to capture vehicles, continue professionalism, time management and be consistent.  Inquiry, oil change call, price shopper 
  • Why do SOP?Improve value of business
  • Training for turnover and validating your team and associates (someone changes position)
  • Keep employees consistent- validate with employee then hold accountable
  • Biggest struggle- how do we run our business?Start by thinking through your regular day- Define the particular way you do things
  • Failure to perform- Don't know, can't do, or dont care. Eliminate the “don’t know” by having SOP’s and eliminate the confusion.
  • Most shops have procedures but they aren’t documented- additional time training over and over again 

Link to Brian's Company: You Net Results HERE


  • Thanks to Brian Gillis for his contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
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