The Value of Exit Interviews [THA 278]

We’re talking Exit interviews. Some shop owners do them religiously. Some don’t want to face the music. Some don’t know what to do in an exit interview.  Is it a smart time not to burn a bridge? Is there a format to follow? We are going to attempt to answer these questions and more in today’s Town Hall Academy. You can learn a lot about yourself and your company in exit interviews. Watch the Episode on https://youtu.be/tZwOTqHFKTA (YouTube) Matt Fanslow, lead diagnostician and shop manager, Riverside Automotive, Red Wing, MN. Matt’s previous episodes https://remarkableresults.biz/?s=%22fanslow%22 (HERE) https://mattfanslow.captivate.fm/ (Matt Fanslow Podcast: Diagnosing the Aftermarket A to Z) Chris Cotton, https://autoshopcoaching.com/ (AutoFix Auto Shop Coaching) and the https://chriscotton.captivate.fm/ (Chris Cotton Weekly Blitz Podcast) Key Talking Points Think of it as information gathering.  We think nothing of gathering information to go about repairing a vehicle, be it a customer interview, service information search, or data collection via a scan tool or scope, or meter.  It's getting more and more common to ask clients for reviews.  We want good reviews on our sites, or on Google or Facebook and we want bad reviews to go to us immediately so they can be rectified and hopefully earn a "good" review. People leave people, not companies Winning sports team- winning is a salve for everything If a soon-to-be or former employee just doesn't want to talk to you about their time with you, it may be a sign that your "open door policy" isn't nearly as open as you thought. Your role in an exit interview, as the owner or manager, is to shut up and listen.  Ask questions.  The only statements you really should be making is maybe clearing up real misunderstandings, earnestly asking questions, and thanking them for their time with you working AND talking to you.  Take the information and try very hard to look at it purely at face value, and then after a day or two or a