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.
THA 006: Managing a Negative On-Line Review
These industry colleagues agree to never ignore and learn from a bad review.
Bad reviews do happen and these are great learning moments for the entire company. Every segment of the company is under scrutiny with a bad review. From business culture, your customer service commitment, your processes, procedures and systems.
It is also important to be sure you are doing business with your ideal customer. Not every customer was meant to do business with you. Create your ‘avatar’ customer and stick to it.
THA 005: Must Attend Training Conferences
Having a strong training culture is an important discussion point in this Town Hall Academy.
There are many choices for aftermarket technical training. Technicians need to schedule a minimum one major event a year. Our panel of experts touch on the need for training policies, budgets and supporting the vendors that make these events affordable. Also discussion points on Vision Hi-Tech Training and Expo and Automechanika.
THA 004: Preparing Your Business For Sale
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.
THA 003: Top Qualities of a Service Adviser
The service adviser has an important role in the automotive service industry.
Listen to a discussion with Ron Haugen from Westside Auto Pros in Des Moines Iowa and John Epstein from John’s Automotive Care in San Diego, CA.
Why should advisers understand and monitor their benchmarks, establish goals, and have access to them? They need to be able to connect with a broad range of people and personalities to include the customers, fellow coworkers and vendors. Service advisers also need to be able to stay calm under pressure and handle all the minor details. Many more learning moments presented by your industry colleagues.
THA 002: Resolutions
Resolutions are set at the beginning of the year and broken within weeks. This discussion from your industry peers shows how to create and hold on to your resolutions/goals and make things happen.
Join Barry Barrett Director of Training at RLO, Bill Nalu owner of Interstate Auto care in Madison Heights, MI and Jerry Kubitsky from Summit Transmission of La Mesa, CA
THA 001: How to Improve Customer Loyalty
All business strives to build customer Loyalty.
In this episode we talk with Jody DeVere, CEO of Ask Patty, shop owner Greg Skolnik from Motor Works in Rockville, MD and John Eppstein owner of John’s Automotive Care in San Diego, CA.
Jody, Greg and John shared their tactics and strategies to build a loyal customer following.