FOUNDATIONAL EFFICIENCY

all-encompassing design that seeks to market the business as a “one-stop shop.” Devine said it was an important move “because, mentally, our customers don’t live in our world. They don’t know they’ll go to a car stereo shop to get [rear parking sensors],” he explained, adding, “They’ll go to a mechanic or a dealership first.”

You’re running a business and your job is to make sure your employees have jobs to pay their rent and support their families. Your job is to keep that schedule full.”

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Just about everyone has heard the phrase, “Insanity is doing the same thing over and over and expecting a different result.” Adam Devine of Devine Concepts Automotive Design in Naples, Fla. cited this quote during his presentation at KnowledgeFest Dallas this past August. The class focused on “Transitioning From Insanity to Efficiency,” and discussed ideas, ways and means to minimize waste and save time.

Recently, Devine Concepts changed its logo from the image of a speaker to a more

In this way, efficiency comes down to the very image a business projects: How do potential clients view the business? What do they understand—or not understand—about its offerings? Moving on, Devine pointed out a few major ways that businesses can save time and increase efficiency, through improving troubleshooting and diagnostics, to scheduling, planning, delegating and more.

Consider The Space And Build A Blueprint For Change

Everything needs to start with a plan, he said, adding, “If you don’t have a plan, how do you expect anything to change?

Efficiency, he said, is the ability to achieve a goal with little to no wasted effort or energy. It applies to everything, even small things: Devine noted that if he finds zip ties accidentally dropped on the floor, he’ll pick them up and put them away instead of sweeping them into the trash. In this case, efficiency is “getting the most out of your resources,” he said, adding, “The business is able to produce more with less money and less waste.” These concepts apply to everyone, not just a business owner. “You have to streamline everything.”

Devine challenged attendees to consider how they utilize space. He referenced his “brag wall,” positioned behind the desk where he handles consultations with clients. On this wall, Devine displays any awards or accolades. “It’s the best form of advertising you can do without opening your mouth,” he said. “While you’re looking up parts, they’re looking behind you at your trophies. I would rather they see that than just stumble across a Facebook ad.”

Audience members spoke up, stating clutter and disorganization as issues in their businesses. Devine indicated simple ideas for decluttering and improving the utilization of space. “Create processes that assist in efficiency. Focus on cleanliness. If it has a flat surface in my shop, it has to be clean and organized.”

To decide where everything should go, Devine said he created a blueprint of his shop space. He suggested beginning with the layout, and envisioning a technician installing a pair of speakers. “Where are their tools in correlation to the car? Is everything within reach? If it’s not, put it there. It’s an easy thing to change the organization and layout of the shop to make it more efficient.”

He said he also gives clients a tour of the bay. The cleanliness and organization inspires trust. “They’ll have the confidence to trust you right off the bat. When we think of efficiency, we’re only thinking of that day. Consider how it compounds throughout the year. If you save 30 seconds in a day, how does that add up throughout the year? Small changes can make a big impact because you’re thinking strategically. Without a plan, you can’t progress.”

Devine said he also labels and color-codes storage. “If I have backstock of a particular product, it has a green dot on [the storage bin], so I know I can refill it. If not, I need to order it.” He also stores a wide variety of fuses so he doesn’t have to waste time going out to buy one. Also, he added, “The car doesn’t leave the bay until all the tools are put away. You’re set up for the next job that comes into the bay—clean and organized. You already know where everything is.”

Beyond the bay, the showroom should be clean and displays should be functional, he said. He also noted that he doesn’t display prices. Not only do prices change frequently, but Devine said, “Don’t be a fact tag reader. Customers can do that themselves.”

Salespeople should think of themselves as the “smart friend” who can explain the product, demonstrate it and guide the customer. If the customer knows more than the salesperson, he said, “You won’t gain their trust.”

Additionally, he advised retailers to avoid stacking product in the showroom. If there’s no space or back room for storage, “Get creative,” he said. “Find a solution. A clean showroom will put this into their minds: If your business is clean, you’ll take good care of their vehicle.”

Improve Diagnostic Skills To Increase Efficiency

According to Devine, one of the biggest things technicians can aim to improve are their troubleshooting and diagnostic skills. The quicker an issue can be diagnosed, the faster the shop can make its money.

“When it comes to installation knowledge, how firm are your techs?” he said. “Are they in the MECP program?” Devine recalled his earlier years working at Best Buy, which he said was an early advocate of MECP certification.

Understanding these concepts, he added, will increase a technician’s efficiency. “If we install an amp, we run a power wire. But why? Do you understand the architecture of what you’re doing? If something goes wrong, do you know where to meter and troubleshoot to fix it fast? That’s where people are lacking in efficiency.”

Devine said that although he’s one of about 10 honorary experts with the MECP program and is no longer expected to take the test, “I still will. Education is important to me. The better you are in understanding the architecture of the vehicle, the more efficient you’ll be. If you’re troubleshooting for four hours when someone who has more of an education does this in 20 minutes, what does that say to the customer?”

However, he noted, when it comes to some issues, it makes sense to reach out for help. While Devine was learning upholstery, a client requested a diamond-stitch headliner. Unsure how to proceed, he reached out to Dave Koz for help, who provided suggestions that saved him hours. “For me, networking is a huge part of these events. You have peers all over the country, and these are people you can reach out to for help. A lot of the people who come here are dedicated to the industry. It’s a one team, one dream mentality. There’s also plenty of stuff you just have to troubleshoot yourself,” he added, as part of the learning process. “We’ve all been there: We troubleshoot something for three hours. We figure it out. You’re never going to forget it, now.”

Business owners should also learn to delegate tasks if they haven’t done so already. “If I’m doing the job [my team] should be doing, what are they doing? Don’t be afraid to delegate,” he said, but always make sure to delegate the task to the right person.

Implementing Creative Storage

Upholstery can be difficult to store, according to Devine. “I wanted to take the stuff I use the most and keep it by the sewing machine. I found an idea on Pinterest using eye hooks, carabiners, chain and metal pipes. Depending on the size of the roll, I can move it up and down on the tier. The chains keep it free-floating so if it’s a big roll, it doesn’t matter. This is part of an assembly-line process. I made my spool racks, threaded rod and conduit hangers. Now all the wire is right where I need it. I keep pre-cut heat shrink in these bins, so I have pre-cut, ready to go. It saves time. It’s another task you could delegate to your entry-level employee.”

For example, “if Johnny is replacing speakers on the display board, is he your most tech-savvy employee?” Devine asked. “If he’s not, he’s probably the wrong person because it’ll take more time.” Choosing the right person for the job, he added, will increase efficiency.

Apply Small Changes To Make Life Easier

Until recently, Devine worked mostly by himself as a sole proprietor, so proper scheduling was especially important.

“I couldn’t schedule more than one or two jobs a day. I didn’t know how long it would take me, because I would get interrupted by the phone or by people coming in,” he explained. “Don’t get upset when someone interrupts you coming into the shop. That’s your next week’s job.”

Some scheduling tools include Shop Monkey, 12v.Biz and scheduling software available through Mobile Electronics Association’s TSS software. Devine recently began using Shop Monkey:

“When a client calls and an employee answers, they go to my website and fill in the contact form for the customer. Once they submit the work request form, it goes into Shop Monkey, pending an estimate.”

While working by himself, Devine said he needed a way to keep an eye on things, so he installed a television in the bay with a camera in the showroom. “If I see it’s someone from UPS who’s come in, I’m not going to crawl out from what I’m doing. That’s saved me time,” he said, noting that it doesn’t require a large investment. A simple tablet or a $30 camera will accomplish the same goal. With a MicroSD card, Devine also has the ability to review the footage, should he ever need to.

He also advised speaking one-on-one with employees and doing reviews. “A lot of small retailers miss this. Have sit-downs with your team.” He emphasized the importance of coaching, teaching, training and development. “If they’re happy with being a full-time tech and don’t want to advance, that’s cool. But do you know that? You won’t know unless you sit down and talk to them.” Ask them about their aspirations, he said. “Are you happy? Where do you want to be in two years?”

Today, at last, he noted he has two new employees. One of them worked as a barber before coming to Devine Concepts. “It’s time to make techs,” Devine said. “Look at other professions or trades. Construction workers can use hand tools, a drill. Would they rather be on a construction site, or in a nice air-conditioned bay?” He stressed that business owners should be thinking outside the box if they’re having difficulty finding employees.

“Go to local car shows. They’re interested in cars. Do the same thing you’re doing at KnowledgeFest and network.” Devine encouraged listeners to ask people what they do, and if they say they are interested but have no experience, ask if they’re willing to learn. “Maybe you found your next tech.”

Finally, he reminded everyone in attendance that “not even a Class D amplifier is 100 percent efficient.” At best, he said, “It’s 90 to 95 percent.” If you strive for efficiency, though, “you’ll see a better return on your investment.”