Episode 105 - Learning To Fire People with Andrew Knudsen and Robert Morton

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Sometimes you have to make the difficult decision of firing a customer. 

Andrew Knudsen and Robert Morton joined David and Lucas at The Summit 2023 to explore how they identified the signs that a customer was not a good fit for their shop.

Andrew’s background and how he got started. 0:00

What is a written and signed estimate? 5:13

The importance of making your business safe. 10:09

What was the catalyst for Andrew to start a change in his business? 13:58

When you first start going to training or events, what does it look like? 18:20

Go to other places and meet other people. 24:36

David’s time in the mastermind group. 25:28

How do you know if you’re making money? 31:52

How much are you at the shop and how much do you need to be there? 38:25

Don’t feel like you’re being attacked. 42:50

How do you know if you’ve met someone who’s a bad influence? 47:30

Did he file a deceptive trade practice lawsuit on a car? 54:08

How does it feel when a customer doesn’t fix a problem they caused? 57:40

I’m gonna get sued. 58:29

How to get your credit card company to drop the chargeback. 1:02:41

Do you have recorded calls you can take with you? 1:08:51

What is Changing The Industry Podcast?

This podcast is dedicated to changing the automotive industry for the better, one conversation at a time.

Whether you're a technician, vendor, business owner, or car enthusiast, we hope to inspire you to improve for your customers, your careers, your businesses, and your families.