Posts Tagged ‘Customer Service’

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.

Listen and view episode notes

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.

Listen and view episode notes

RR 248: Tom Lambert from Shadtree Automotive

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

THA 020: How To Sell 250K Mile Maintenance & Save Your Customers Thousands

Customers need to see and understand the data on how they can save enormous money if they kept their car for 12 years.

We keep our largest investment for many years so why not our cars. This panel had a great discussion on the pros of helping your customer extend the life of their vehicles. The numbers are key and when you can show the ROI or savings to your customer they start to understand.

We know the benefits so it is your job to engage and show the customer how you can help extend the life of their vehicle and engage them in a disciplined maintenance program at your shop.

Listen and view episode notes

RR 244: Brian Sump from Avalon Motorsports

Industry outsider used his business acumen and detailed, process-based, management philosophy to grow his business.

Brian Sump is not your typical shop owner. A former professional athlete, Sump had never turned a wrench in a shop before starting Denver-based Avalon Motorsports in 2007.

Recognized with multiple industry and business awards, Brian Sump is an entrepreneur who runs six different organizations and he explains why you need to network-up and network-down.

This industry awarded shop owner brings his wisdom to the premier aftermarket podcast.

Listen and view episode notes

THA 024: Quality Controls – Why it Matters for Retention & Reputation

Why Great Quality Controls Matters for Customer Retention and Shop Reputation.

A top lesson from three aftermarket colleagues who understand the value and need for a great quality control process. They leave no doubt why you need to adopt and improve your quality controls.
Tough love discussion that covers the importance of measuring your QC to help reduce mistakes (we are human we all make them) and how QC brings accountability to your overall processes. Investing in your QC program is as good as getting a five start on-line review. If you don’t you may be wiping up a two-star review.

Most shops do a great job fixing cars. That is not good enough anymore. Many more great take-a-ways that will fill up a yellow pad.

Listen and view episode notes

THA 017: What Happens When The Phone Rings

What Happens When The Phone Rings?

Are you prepared with a clear mind and a clear and confident message? A big moment of truth with your customers is that interaction with the phone call.

Set yourself up to make a strong impact with every phone call. Focus, don’t multi-task, and practice your script and prepare to solve your customers’ problem.

Listen and view episode notes

RR 239: John Burkhauser – Director of Educational Programs – Bolt On Technology

What You Can Learn from Your Dentist on Setting Appointments.

John Burkhauser, the Director of Educational Programs at Bolt-On Technology has a storied career as an automotive technician and as a post-secondary automotive educator. He is finding his career path has set him up for this current job.

John says the service process really hasn’t changed in 30 years. For many shops, it is still a day of putting out fires and trying to keep one’s head above water. He has his opinions on finding techs in post-secondary schools, the importance of best practices, and insights on digital vehicles inspections.

Listen and view episode notes

RR 238: Greg Bunch from Aspen Auto Clinic

Is your service adviser getting forty hours of training per year?

Greg Bunch owner of Aspen Auto Clinic a five-store operation in Colorado Spring, CO tells the story on how his first branch came about. Greg tells of his best practices on how to scale for multiple locations. He shares the traits of a shop owner when preparing for expansion.

We talk consolidation, the value of quality service adviser training, what good technicians want from their shop owner, how to prepare for expansion (you need capitol), customer retention and more.

He also talks about his Transformers Mastermind group for multi-shop operators.

Listen and view episode notes

THA 016: Lean Processes – Relentlessly Work On Eliminating Waste

A commitment to Lean Process Improvement will yield a better customer experience.

Lean processes minimize technician activity outside of their work bay, creates uniformity in all communication pieces between service writers and technicians, can benefit the shop by hiring alternative staff for cleaning needs throughout the shop.

Lean also help you realize the value in the placement of equipment throughout the shop space and why it makes for a more efficient operation. Be sure to match the correct technician to every job when possible, play to their strengths … and so much more.

Listen and view episode notes

THA 014: Customer Retention Strategies

Do you have a customer avatar, a profile of your ideal customer?

Listen to this great lesson on customer retention and marketing from Gene Morrill, Ron Haugen and Maylan Newton as they bring to the forefront, customer marketing budgets and a yearlong plan, social media, special events, car care clinics and digital service reminder.

Many great ideas to jump start or re-invent your customer retention strategy.

Listen and view episode notes

THA 012: What Keeps You Up at Night?

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

THA 010: Car Care Clinics For Women

Car Care Clinics for Women: Why do them and What is the Benefit to the Shop?

Learn from aftermarket professionals that understand the women customer and have held successful women events.
Get the Why, Who, What, When and How to run a successful Women’s event at your professional shop.

Listen and view episode notes

RR 233: Brian Weeks from atc AutoCenter

How can a Re-Branding Strategy Create a Total Make-Over for this Family Business and Prepare for Market Growth.

Brian Weeks and his brother Chris from atc AutoCenter in Augusta, GA bought out their Dad in 1999 and worked hard in the family transmission business. Their story is typical until they both realized that their current business model was under stress. They needed to make changes to allow them to grow and meet market demands.

Brian shares the re-branding story, and how he and his brother made the bold moves to work on their business instead of in it.

Listen and view episode notes

THA 008: Concierge Service – The Next Frontier

Is Your Customer Service Exceptional? Need to Lead in Your Market?

The Academy panel discusses a commitment to customer service that must start from a quality business culture or code of conduct. Learn about certain tactics that will make your shop stand at the top of the list as you show your customer uncompromising differentiation.

Listen and view episode notes