Ring to Revenue: The Power of the First Hello [THA 448]

Is your shop’s first impression costing you customers? Did you know the phone is often your closest moment to the sale? Join service advisor training specialists Jen Davis and Doris Barnes from The Transformers Institute as they reveal how to turn inbound calls into a loyal customer relationship.

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Inside this episode:

The Hidden Cost of Bad Calls: Missed opportunities like quoting a price without context don’t just lose sales, they damage your brand and waste marketing dollars. First impressions are made in a fraction of a second.

Beyond Price Shopping: Most service advisors unintentionally train customers to shop for price by failing to ask questions, build rapport, or show genuine curiosity. Price is often just the conversation starter.

Empathy, Education & Reasoning: Learn the three pillars of phone success that shift calls from transactional to relationship-driven, positioning your shop as the trusted solution.

From First Call to Lifelong Customer: Strategies to move customers past a single visit and build loyalty by marketing to the third visit—a critical milestone for long-term retention.

Hiring the Right People: Why finding “good stock” naturally empathetic, ethical, and willing to learn makes all the difference in creating consistent, 5-star customer experiences.

Don’t let poor phone skills drain your marketing investment. This is a must-listen for shop owners and service advisors ready to sharpen their skills and elevate every interaction from the very first ring.
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The Showtime Mindset: How Top Shops Keep the Spotlight on Service [RR 1054]

Jason Hladyniuk, service advisor coach at RPM Training, draws inspiration from the world of music to show how shops can be fully “in tune” and “showtime ready” the moment their doors open each morning.

In this episode, you’ll learn how this approach helps service advisors:
• Deliver an outstanding client experience without getting lost in paperwork or daily chaos.
• Lower stress by anticipating needs and having everything ready before clients arrive.
• Read their “audience” and adjust communication, whether through a quick text or a detailed face-to-face chat.
• Lead with consistent professionalism, not sales tactics, just as a dental hygienist confidently recommends treatment.
• Use pre-appointment communication to set the stage for stronger client relationships at drop-off.
• Commit to continuous practice and training, because like world-class musicians, the best advisors never stop rehearsing, adapting, and growing.

Don’t miss this episode, it’s your backstage pass to delivering a flawless performance every day and creating lasting harmony with your clients!
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The Personal Touch in a Digital World: Why Outbound Calls Still Matter [THA 447]

This episode explores how today’s top automotive shops are transforming their business by taking a proactive approach—reaching out to customers instead of waiting for the phone to ring.

You’ll hear strategies to overcome common service advisor objections, such as “cold calling feels pushy” or “I don’t have time,” supported by Dan Taylor’s compelling data showing that just 10 calls can generate 2 appointments. We’ll break down the different types of high-impact calls, thank you calls, deferred work reminders, and even simple “we miss you” check-ins that strengthen relationships and keep customers engaged. Plus, learn why tailoring outreach—whether by call or text—based on each customer’s preference ensures communication feels genuine, not generic.

This conversation reveals why outbound calls aren’t just a task, but a growth opportunity. In an increasingly digital world, it’s the personal touch that builds trust, sets your shop apart, and keeps customers coming back. Don’t wait for loyalty, create it.
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From Would’ve, Could’ve, Should’ve, To Will, Can, Do: Auto Repair Business Done Right [RR 1053]

Keith Katz shares practical insights from decades of running a successful auto repair business, offering shop owners real-world strategies to adapt and grow. From navigating the challenges of ADAS and EV technology to making bold investments in team training, Keith explains how the right decisions can set your shop up for long-term success.

You’ll also discover why shifting from being a hands-on technician to a strategic business leader is essential, how proactive succession planning protects the future of your shop, and the one move Keith wishes he made sooner—hiring a business coach. His honest reflection and actionable advice make this conversation a must-listen for any shop owner ready to evolve, embrace new technology, and secure lasting profitability.
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Uber, Loaners, and Shuttle Solutions for Automotive Clients [THA 446]

Key Takeaways:

Auto Repair Is a People Business: Learn why shifting your focus to relationship-building and empathy is crucial for service advisors, who are often “therapists” to anxious customers.
Discover why providing customer transportation rather than leaving them to figure it out is quickly becoming a game changing differentiator in the automotive industry.

We break down three powerful options:

Loaner Cars & Rental Programs: Remove the “transportation barrier” for customers and make it easier for them to approve bigger jobs. Learn about the ROI, and how forming a separate rental company can slash insurance costs.

Uber Business: Keep customers moving and increase your average work order by allowing them to approve more work without the wait. Fully web-based and trackable for simple management.

Shuttle Services: Turn travel time into relationship building time. Using the “FORD” method (Family, Occupation, Recreation, Dreams), your staff can connect on a personal level and create customers for life.

Tune in to hear how each option impacts ROI, boosts efficiency, satisfies evolving customer expectations, and helps you overcome objections, ultimately locking in long-term client loyalty.
remarkableresults.biz/a446

Muscle Memory for the Counter: Service Advisor Training with the Practice Bot [RR 1052]

Dan Malloy unveils a game-changing tool for your client advocates: the practice bot. Discover how this innovative AI-powered system is transforming sales training and driving unprecedented success on the service counter.

Here’s what you’ll learn:
– Orchestrate Sales Success: Learn how to get your entire team, your “orchestra of client advocates,” to “sing the same song” in unison, reflecting your business’s unique vision and culture in every customer interaction.
– Develop “Muscle Memory” for the Counter: Just like professional musicians or athletes, your service advisors need “muscle memory” to confidently handle customer conversations. Discover how daily, consistent practice with a bot can make effective communication feel natural.
– Conquer the Price Shopper: Understand the “killer” impact price shoppers have on closing rates (e.g., dropping from 81% to 42% for oil changes, or 35% to 17% for tires). Learn how the practice bot and Dan Malloy’s approach equip your team to handle these crucial conversations without immediately giving a price.
– Embrace AI for Data-Driven Growth: Explore how AI goes beyond traditional “keyword spotting” to analyze calls, score performance automatically, and provide invaluable “language KPIs.” Understand how this data on communication directly drives your traditional business KPIs and profitability.
– Mandate Daily Practice: Learn why the best companies are making bot practice mandatory, just like opening the store or running batting cages, and how it fosters a high-level, professional team
remarkableresults.biz/e1052

People 101: Why Soft Skills Drive Hard Results [THA 445]

Key Takeaways:

Auto Repair Is a People Business: Learn why shifting your focus to relationship-building and empathy is crucial for service advisors, who are often “therapists” to anxious customers.

Emotions Drive Decisions: Customers make big emotional and financial decisions, yet we often treat interactions as fast, transactional processes. Discover how to connect with customer pain points, concerns, and fears to build trust and make them feel like a priority, even when smoke is coming out of their engine.

Soft Skills = Profitability: Implementing soft skills like active listening and thoughtful questioning leads directly to climbing average repair orders, more five-star reviews, and significantly higher customer retention.

Price Becomes Irrelevant: When customers trust you, they don’t shop on price, they shop on experience.

Build “Key Dropper” Loyalty: Learn the ultimate goal: turning customers into “key droppers,” individuals who know, like, and trust your shop so completely that they simply drop their keys, confident you’ll handle everything.

Leadership Must Lead the Way: This isn’t just for your counter team. Owners must be engaged, invested, and accountable in soft skills training. Discover why your commitment to professionalism is key to the industry’s future, separating thriving businesses from those that won’t survive the next decade.
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Assume Nothing: Our Duty to Educate and Understand the Next Generation [RR 1051]

In this episode, we’re flipping the script on how we prepare the next wave of talent in the auto repair world. 

It’s not just “training” anymore – The future of our industry needs more than just teaching people how to turn wrenches. It’s about real education that prepares them to think, solve, and lead.

The repair bay of tomorrow – Imagine clean, high-tech “surgical rooms” with white lab coats, big screens, and smart tools—where cars are diagnosed like patients.

Let’s make this career sexy – To attract today’s tech-savvy, digital-native crowd, we’ve got to show them this is a career filled with innovation, tech, and opportunity.

Soft skills are a big deal – Communication, confidence, and life skills are just as important as technical know-how. 

Training isn’t cheap, and that’s okay – One expert says shops should spend $3,000 to $5,000 a month on education. Yep, even the small ones. Because falling behind costs more.

Leaders: don’t gatekeep – Share your tips, be open to different learning styles, and remember that even the small stuff you know can make a huge difference to someone starting out.
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The Investment in Youth: Why Camp D.R.I.V.E. is a Win [THA 444]

Camp D.R.I.V.E., (Determination, Resourcefulness, Vision, Enthusiasm) created by Weston and Tenise Chapman of Black Hills Tire, is a powerful hands-on initiative that introduces kids aged 12–15 to the world of automotive technology. Now in its third year, this two-day experience puts young participants in the driver’s seat—changing tires, doing oil changes, welding, and more—across interactive stations. Camp D.R.I.V.E. is changing perceptions about the industry by showcasing its technical, creative, and rewarding sides. The conversation also explores the program’s community impact and offers practical tips for other shops looking to launch something similar, including how to manage costs, secure insurance, and collaborate with local partners.
remarkableresults.biz/a444