Is Your Customer Retention All About Your Integrity and Building a Trusting Relationship?
Dynamic husband and wife team, Brenda and Brent O’Neal, lead their team to ensure “The customer experience is the best it can be.” All roles must do their job to perfection. The team knows that they are not fixing cars and that their customer is the most important part of the business.
They believe that living in the same community as their business brings great value and recognition.
Brenda and Brent, who do not have a background in the automotive field, share where they get their new ideas, how to grow your own techs, their marketing strategy, and the extreme value they’ve received from hiring a business coach.Listen and view episode notes
Do You Expect Your Customers to be ‘Customers For Life?’
Tom Lambert from Shadetree Automotive in Layton, UT has a goal to keep customers for life. Everything done in the business and through marketing efforts works toward that goal.
Lambert can say this because he has built a company with a strong culture of caring from a highly motivated, yet laid back team that loves to have fun.
The key to his success was hiring a business coach to bring the guidance he needed to see things from a different perspective. His organization is experiencing 10% growth each year and will top out at $2.5 M in revenue this year.Listen and view episode notes
Do you remember when you started in business? What humble beginning did you have?
Kate Jonasee from K-Tech and Pauline’s Auto worked her way across the country after graduating from automotive technology college in upstate New York. She persisted through every opportunity to own two shops in Sebastopol, CA.
Kate says she learned something along the way from every shop she worked at and always had the goal to own her own shop, let alone two and possibly more.
Listen to the smart choices she made along the way, what her personal motivations were and how she is working to improve herself and her business.
Is the Transparency of The Internet Forcing The Service Professional To Change How Business Is Done?
Rick White is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He is an AMi approved trainer, an ASA committee member and an established industry writer for many top magazines.
Rick brings an enlightening view of leadership, communication, the sales process and shares the four responsibilities of a shop owner.
Rick also talks about the transparency of the internet and challenges a new way to do business because of the universal availability of information. He says we must bring insights to our customer because they are in need of our expertise. He also shares his view on where parts gross margins need to go in the age of the transparent internet.Listen and view episode notes
Do You Know Why the Success of your Business is Dependent on Setting Huge Long-Term Goals?
Bob Cooper, President of Elite Worldwide share his five principles of success. He explains why having BIG goals is important to personal and business success. Bob has brought his expertise to the automotive industry as a trainer and a coach. He has also spoken worldwide to many Fortune 500 companies, private banking groups, school districts, the United States Army.
Bob gets into the details on his five principles and offers a special bonus; the CEO’s job description.Listen and view episode notes
What Keeps You Up At Night? Is a metaphor on what we are concerned with as the world changes at unprecedented speeds.
You need to get out ahead of change and set the vision for your company. Paying attention to every business opportunity and challenge along with technology, business culture and finding and keeping good people helps you sleep well. The occasional 2 AM get up ‘thought’ just may signal an important strategy to pay attention to.Listen and view episode notes
What is your next calling? What are your plans after you sell your business?
After nearly 30 years of successfully operating Vic’s Precision Automotive, a fourteen-bay automotive repair facility located in The Woodlands, TX, Vic Tarasik sold his beloved shop, however, he remains active in the industry he loves.
In the interview Vic’s shares the typical challenges a passionate technician goes through in learning how to run a good business. Vic goes over five of his ten Life’s Lessons; things he learned along the way that molded him as an entrepreneur. He tells us what he is doing today that continues to bring value to the industry.Listen and view episode notes
Do You Have the Technique to Close More Sales?
If you sell service or tires Dennis McCarron says, “The person who controls the sales process is the listener.” Dennis brings his passion for behavior analysis to this episode that can be titled the ‘Psychology of a Sale’. You will learn a formula to improve your selling technique.
Our customer doesn’t come in wanting to buy something. It is not about your ability to sell but how skilled you are to present the solutions. If you present a product to a customer that solves three of their needs the probability is high to close.
All aftermarket organizations are sales organizations. Dennis brings a great perspective to appreciate the sales technique. This is Dennis’s second appearance on the podcast.Listen and view episode notes
Preparing Your Business For Sale brings real world experience from a shop owner that just sold his business, one that is starting his succession plan and a business coach and consultant to bring the objective and metrics to this discussion.
Join Gary Plimmer, Ron Haugen and Bob Greenwood for this very frank and game changing Academy forum.Listen and view episode notes
An Unyielding Commitment to Customer Service is Facilitated through Communication Education.
Bill Greeno from Quality Automotive and Smog in Truckee, CA and a business consultant with a focus on leadership and management is big on communication. He and his team work hard on building strong internal communication, that he says makes huge difference in his unyielding customer service.
He also believes that having a satisfied staff is pivotal to customer service success. Having a shared vision is at the core of this. Their Vision Statement is “Your Trusted Local Auto Care.” Their service related conversations revolve around their Vision Statement and it is the launch pad for discussions regarding new ideas and/or changing a policy or procedure.Listen and view episode notes
Selling and Personal Inspiration Times Two! Join Two Sales and Personal Improvement Trainers that Speak Directly to all Aftermarket Professionals.
Barry Barret, Director of Training at RLO and a Ziglar Legacy Certified Coach and Tom Ziglar, CEO of Ziglar Inc. bring their personal improvement passion as it relates to all automotive aftermarket professionals.
We talked about ‘The Wheel Of Life’, The fastest way to success is to replace a bad habit with a good habit, how to create a perfect start to your day, Zig Ziglar stories and much more. Enjoy a very inspirational episode that could become one of your most listened to interviews.Listen and view episode notes
Stop with the millennial Nonsense
Dennis McCarron, formerly Bridgestone’s National Management Instructor, joined Dealer Strategic Planning, Inc. (DSP) as a group facilitator and is now Executive Director.
At DSP, Dennis and his team help independent aftermarket dealers manage the financial, branding, and human resource aspects of running a business.
Dennis shares his passion on the value of twenty groups, the importance of cash reserves, the power of payroll management and suggests that it is time to embrace the millennials as great customers and employees. A solid interview with great lessons.Listen and view episode notes
Ever Thought of Creating Training Videos of your Standard Operating Procedures?
Jeremy O’Neal threads his wisdom as a service adviser trainer and shop owner. Service Manager Jeremy Winters shares his company’s strong culture, and Jason Bohnert talks about his Used Car Dealership.
Episode topics include the power of systems and processes, documenting your SOP manual in video form, the power of a strong business culture, human behavior assessments, and how tough it is to hold an employee accountable if you haven’t given the proper training or great processes.Listen and view episode notes
Three Aftermarket Business Coaches Affirm that Shop Owners Need to Become the CEO of Their Company
Join Bob Greenwood, Bill Haas and Barry Barrett as they bring a thoughtful and lively discussion on the need for business owners to make an important step and find the professionalism and become the CEO of their company.
They say it is not easy and requires training and support from their peers and even a business coach. Most importantly is the need for an accountability partner or mentor. Business is tough today and shop owner need an enormous amount of help to transfer from a trade mentality to a professional environment.
Business consultants are the cheapest employee in the business, they say and touch on family, wife, leadership, competitors, making errors, and getting out of the way of your people and let them do their job.
2nd Generation Shop Owner and Politician Shares His Story
Russell Mc Cloud, his sister Michele Payne, his brother in-law and his 2 sons (3rd generation) are keeping the legacy of his dad Dennis going strong. This three-location operation is thriving in Yuma, AZ.
Russell is also a Yuma County Supervisor for the last 13 years. He does double duty working for the people of Yuma county. He shares what his motivation was in entering politics. Russell also talks about the challenges of a family business, the tech shortage, insights from his coaching group and how the idea for his new TV commercial was born.
This is a very transparent interview from a person who learned from his dad that honesty and integrity were the most important personal traits and to treat customer and employees as family.Listen and view episode notes