Keith Katz is owner of Quality Service Center in York, PA for the last seventeen years and an industry veteran of thirty-four years. His 7 bay shop has 6 lifts and supports 3 technicians with one service advisor. He is involved with the NAPA Advisory Board and supports the Bridge of Hope organization that helps local homeless mothers find employment and housing for their families.
He is a member of AASP in Pennsylvania and engages ATI as a support partner. We covered the gambit from tech training, processes, suppliers, mentoring, customer service, daily huddles, marketing and community.
Learn what he does to ‘escape’ and recharge his batteries and what he believes is their number one key to building a great team. He shares his 2AM wake up thoughts and this could be universal for most shop owners.
Regarding customer retention and differentiation, one discussion that did not make the reel was his customer gift. (This came up after the interview was over so I asked for a picture. It’s in the show notes). Every customer gets a sealed bag, with a special gift inside. These are unique mostly made up special theme gifts. They are creatively made or have a theme of the month. See the picture of the memorable December customer ‘Thank You’ gift … a Kit Kat Sleigh.