Thanks to our Partner, NAPA Autotech Training
Key Discussion Points:
What is Reverse Benchmarking?
- Traditional benchmarking focuses on studying what competitors do well, but reverse benchmarking involves analyzing what they do poorly and capitalizing on those weaknesses.
- Two interpretations:
- Looking at other industries for innovative ideas (e.g., team-building activities from tech companies).
- Example: Some shops now adopt spontaneous team outings (baseball games, go-karting) inspired by Silicon Valley culture.
- Staying within the automotive industry to identify gaps in competitors' customer experience or service offerings.
Applying Reverse Benchmarking in Auto Repair
- Customer Experience:
- Visit competitor shops (dealerships, independents) and note flaws—uncomfortable waiting room chairs, poor TV choices, limited snack/drink options.
- Actionable Fixes: Upgrade seating, offer neutral TV content (e.g., Joy of Painting), provide filtered water instead of plastic bottles.
- Market Gaps:
- If competitors specialize in European cars (like Seth Thorson’s shop), consider specializing in underserved markets (e.g., Asian brands like Hyundai, Kia, Nissan).
- Focus on services competitors avoid (advanced diagnostics, programming, driveline work).
Technician-Level Reverse Benchmarking
- In a shop with a star "R&R tech," instead of competing directly, fill gaps (e.g., diagnostics, electrical troubleshooting) to become indispensable.
- "See a need, fill a need"—position yourself as the go-to for overlooked but critical tasks.
Why It Works
- Creates a unique value proposition—whether for customers (better experience) or employers (specialized skills).
- Helps shops stand out in saturated markets by addressing unmet needs.
Final Thoughts:
- Reverse benchmarking isn’t new, but it’s underutilized in automotive.
- Whether you’re a shop owner, manager, or tech, observing competitors’ weaknesses can reveal opportunities for growth.
Contact Information
- Email Matt: mattfanslowpodcast@gmail.com
- Diagnosing the Aftermarket A - Z YouTube Channel
- Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.
Popular Podcasts
On Purpose with Jay Shetty
I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!
Crime Junkie
Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.
Cardiac Cowboys
The heart was always off-limits to surgeons. Cutting into it spelled instant death for the patient. That is, until a ragtag group of doctors scattered across the Midwest and Texas decided to throw out the rule book. Working in makeshift laboratories and home garages, using medical devices made from scavenged machine parts and beer tubes, these men and women invented the field of open heart surgery. Odds are, someone you know is alive because of them. So why has history left them behind? Presented by Chris Pine, CARDIAC COWBOYS tells the gripping true story behind the birth of heart surgery, and the young, Greatest Generation doctors who made it happen. For years, they competed and feuded, racing to be the first, the best, and the most prolific. Some appeared on the cover of Time Magazine, operated on kings and advised presidents. Others ended up disgraced, penniless, and convicted of felonies. Together, they ignited a revolution in medicine, and changed the world.