Posts Tagged ‘Customer Service’

RR 277: Andy Bizub from Midwest Performance Cars

There Should Never Be A Year That You Don’t Make More Than The Year Before.

Andy Bizub purchased Midwest Performance Cars in Chicago, IL after 25 years as a commodity trader. He was a customer of Midwest and needed a change in his career, so he purchased the Porsche, BMW, Audio specialist.

His love of cars and his passion to build a growing successful business eclipsed his lack of experience in the industry. Andy shows that being a good CEO and leading your team to greatness is what it takes to be successful.

Andy is the perfect example of taking a commitment to culture, relationships, leadership and problem solving and transforming a business that is adding its second branch.

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THA 041: The Value of Knowing Your Customers Observable Behavior (DISC)

Become A Better Communicator By Learning The Power Of Observable Human Behavior.

Kim Auernheimer, Shari Pheasant and Jeremy O’Neal bring their wealth of knowledge using the DISC profiles in their businesses. You need to understand that DISC is an evaluation of your four basic behaviors. There is a science element to our discussion but don’t let that get in the way of this very powerful communication tool.

The value of knowing your DISC and how to discover your customers or co-workers behavior traits and then communicate in their basic way is the power of this lesson. Once you know them the world is your oyster because you can now start to converse with them in their language, not yours.

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RR 272: Marcus Marchegger from Capital Automotive

Have You Turned Your Passion Into Your Business WHY?

Marcus Marchegger’s career as a shop owner didn’t take the traditional path. It included working for a friends shop right after college, real-estate, dealership’s and being a mortgage broker. With a new wife and baby, he had a long commute and became a stay at home dad.

His wife knew of his passion for the automotive and together they found and purchased Capitol Automotive in Carson City, NV.
Marcus takes you through the early days and some of the early regrets. We all have them. A smart, passionate people person who wants nothing more than to help people be safe and make sensible decisions about their cars.

From floor sweeper to mortgage broker to shop owner. An interesting pathway to being a service professional.

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RR 270: Leon Anderson from Integrity Auto Care

Shop Owner Finds The Holy Grail of Shop Success: Training.

Leon Anderson from Integrity Auto in South Beloit, IL credits training and more training for his success. It wasn’t always like that. He now provides hundreds of hours a year in training for his technicians and service writer.

Catering to women and baby boomers this WIX Filters’ Driving Performance Award Winner in 2016 says he hires people for their head, heart and hands. Integrity is not just the shop’s name but it is what they practice every day.

He credits his business coach and management seminars in improving his business success. He says the DVI system helps the sales process and that written goal posters are important to Leon and his whole team.

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THA 038: Is the Goal to Bring Cars Into the Bay or Clients Into the Business?

Are you viewing your client and their car as one?

There are too many disruptions in the industry that drives big reasons to hold strong relations with your customer. Understanding your customer and their vehicle as ‘one life condition’ is the foundation of this Academy discussion.

Jeremy O’Neal, Greg Buckley and Jason Malo discuss the power of moving from transactional to ‘relationship holding values’.

They say future technology will minimize the number of calls that come in the shop, therefore, you cannot see the vehicle without seeing the customer. It must be personal.

There are plenty of cars to repair, and you must maximize your staff’s training and extract their intelligence to move your business to new heights and even into other markets. They conclude that the culture of the shop creates the clients.

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RR 267: Brian Bates from Eagle Automotive

Your Business Model Needs to Be Fluid and Flexible as Tech and Business Transformations Abound.

Brian Bates from Eagle Automotive in Littleton, CO is a multi-store operation where the strength of his business culture and leadership is based on firm values and integrity.

Brian points out that leaders are not born and being a great leader can be learned. Studying leadership is your most important role as a business owner. You must learn how to be a great leader. He’s built his business based the relationship he has with his team and how they function as an organization. He says, “Customers can feel that.”

An early adopter of Digital Vehicle Inspections a member of the NAPA advisory team and his local Business Development Group has helped influence his business success.

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RR 266: Patrick McHugh from Bimmer Rescue, Richmond, VA

Customer Avatar, Art Shows, Student Automotive STEM Classes are just a small part of this Unique Specialty Shop.

Patrick McHugh from Bimmer Rescue in Richmond, VA took a few twists and turns in his career before starting Bimmer Rescue. Patrick shares the unlikely evolution from jet pilot to shop owner.

He is a strong marketer and big thinker. From the days of working on the neighbor’s toasters to tinkering with a 1985 BMW Patrick’s path to service professional was paved with his love of how things worked.

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RR 265: Kevin Hurley from Mission Viejo Transmissions & Auto Repair & Girls In The Garage

Women Power. The Story behind “Girls In The Garage”

Kevin Hurley had no automotive background when he was recruited to work at an AMMCO transmission store. He grew it to be number one out of 900 in the country. He had a knack for success.

After building a partnership network of transmission stores Kevin settled on one eleven bay shop and that is his showcase for Girls In The Garage; one of the most unique women’s car care clinics in the country.

Kevin tells you his startup story with Girls In The Garage and the evolution to what it is today. If you just pick up one smart or cool idea and you start your women’s clinics, you will have made a great move to help lift the image of our beloved aftermarket.

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RR 264: Steve Ciabattoni from 360 Payments

Are You In Compliance with Credit Card Regulations As It Relates to Chip Cards?

Steve Ciabattoni from 360 Payments explains the regulations for EMV, the chip cards. We also discuss contracts, processing fees and who makes the real money in credit card processing.

An important episode to help evaluate your relationship and what to look for in a processor. Steve gives a tip on the best fee structure, equipment leasing and the future of credit card processing. He also is outspoken on the link between the chip reader and your SMS.

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THA 035: Supplier Loyalty- The Service Professional Perspective

The Strength of Supplier Loyalty is Based in Relationships and Providing the Needs of the Service Professional.

This team of service professionals shared their views on supplier loyalty and how their first call supplier has earned that position. Bill Nalu, John Bridgwater and John Eppstein bring their insights as shop owners to the discussion.

Having a strong first call relationship is earned by the supplier. The panel discusses trust, part quality, service, warranty, and training as all incumbent reasons they support their supplier.

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RR 263: Jason Servidio – VP Transformers Institute

Do You Have a Sales Culture or an Automotive Culture At Your Service Counter?

Jason Servidio, Vice-President of Transformers Institute found his calling as a service advisor. He then realized his passion for teaching sales training. Today he teaches service advisors how to be at the top of their craft.

Learn about sales technics that advisors need to master, what qualities to look for when hiring a service advisor and how to measure ROI on service advisor training. Jason shares what to do when the customer says no and why marketing money is wasted if the sales counter is not great at making long-term customers out of marketing campaigns.

Jason also shares his simple yet important retention tactic. He also shares his view of the number of service advisors to technicians need to run a successful relationship building shop.

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RR 259: Clint Dudley from Shade Tree Auto – Update

Are you taking care of your customers beyond their expectations?

The business culture at Shade Tree Automotive in Grimes, IA is the biggest factor for creating satisfied customers and team members. Owner, Clint Dudley has a brand-new building to service his customers. It was a team effort to design the building for top efficiencies.

This AAA Top Shop in Iowa has also been recognized with the 2016 Torch Award for Ethics from the US Chamber of Commerce. Clint is a disciplined goal setter and has taken his entire team to Vision in KC in March 2017.

He says hiring practices has made the difference in building his top team. Clint says we have a bright future and his new location has made him more convenient to his customer base. He doubled his tire sales in the last year.

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RR 258: John Francis from Francis Automotive Services

Be Honest, Speak from Your Heart, Always Be Authentic and Have the Highest Ethics. Your Business Will Boom!

John Francis from Francis Automotive in West Chester, PA has given of himself to further the industry. With support to ASE, ASA and AMi among others, John has helped steer the direction of the aftermarket in many volunteer positions.

He finds the time to be a part-time business coach, is excited about the 3rd generation of Francis’s to join his company, he ran in twenty marathons, and John figured out a long time ago that he needed to work on his business, not in it.

Another Legacy Leader Episode.

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THA 028: Twenty-One TIPS to Get an Edge on the Competition

Do you need a quick new idea that will give you an edge on your competition?

In this Academy lesson get 21 TIPS that have been implemented before to help give you an edge over the competition. These are some very simple ideas that have been collected from successful service professionals in the industry.

Implementation will be the big payoff. If you listen to learn just one thing and do not implement you will not benefit from this listen.

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RR 249: Brenda & Brent O’Neal from Repair One Automotive

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.

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