Make Customer Service your Single Biggest Competitive Advantage [RR 559]
If you are a customer service advocate, one who believes in the Customer Experience you’ve come to a well of information that will confirm your strategies and help to create a new and powerful commitment to your customer.
Author John DeJulius and business coach Alan Beech talk about John’s book ‘Customer Service Revolution’. This is a highly recommended read from me and you can find it on the books page on the website.
John DeJulius says you can’t out market or outspend your competition … You need to out love them with an exceptional customer experience. He also says that exceptional experiences is one of the only sustainable differentiators among competitors.
Learn about secret service systems and soft skills training. You have to know your customer even at the tiniest level like learning what their coffee preferences are. You can out-service the competition this way. Exceeding their expectations ensures having a repeat customer.
Find the key talking points and bios for John DiJulius III and Alan Beech’s at remarkableresults.biz/e559Listen and view episode notes
Unscripted – Mitch Schneider – The Broken Arm Episode [RR 558]
My fourth episode with industry icon Mitch Schneider. I’m calling it the “Broken Arm Episode.” Hear all about it in this episode. Mitch brought his unmistakable wit and charm to this interview as we turned on the recorder and just let it flow. No intended agenda so this is pure and raw podcasting at it’s best.
The video was also recorded. You can see it on my Youtube Channel or on the website on the show notes page at remarkableresults.biz/e558. You get a chance to see a behind the scenes of a podcast recording session.
Every time I can have a chat with Mitch Scheider I feel honored and as you’ll hear, like two old shoes, worn-in, comfortable, and coveted. You never want to get rid of ‘em.
If you’ve read Mitch for decades in our aftermarket press, In fact, he is still writing, this is like a live article on many topics, We talk about his book Misfire, wisdom on learning, the power of reading and his perspective on the tech shortage and much more.Listen and view episode notes
Mark Phillips is editor and publisher of Aftermarket Intel and has been in the automotive aftermarket for more than 12 years. Previously, he was editor of newspapers in several cities in Ohio and Boston. He is a graduate of Ohio Wesleyan University. Aftermarket Intel HERE. Key Talking Points: Automotive industry- essential industry during the pandemic…Listen and view episode notes
Mitch Schneider – Legacy Industry Influencer.
You know Mitch Schneider. He is truly a legacy icon of our industry. He has dedicated his life to run a great shop for decades and at the same time write and speak to help our industry grow. There isn’t an issue that he hasn’t tackled where his reader could take his wisdom and improve themselves and their business.
One thing I wanted to know is how did it all start. If you are a Mitch Schneider fan or follower you may not know this story. You’ll hear how Mitch found his stride and passion for helping the industry by writing and speaking on industry challenges and solutions.
Coming up is a very transparent and personal discussion with Mitch in a way that you may have never heard before. He is also sharing with you his biggest challenge of his life and his extreme confidence in his total recovery. It is in nature to win.Listen and view episode notes
RR 463: Mike Davidson – Wage and Hour Laws and Keeping Compliant
As you go through this episode you’ll understand the intricacies of getting your employee’s pay reflective of the department of labor laws. It is not as easy as you have come to manage.
Mike Davidson from Parkway Automotive in Little Rock, Arkansas, been in the industry for more than 30 years and a business owner for over 18. Mike Davidson is an AMI graduate, an ASE Master Technician, is a part-time Elite Worldwide coach and was recognized as the Arkansas NAPA/ASE tech of the year seven years in a row. Mike helped start the Little Rock chapter of ASA and is currently an officer.
Mike tells the story of why he wrote the book. He’s been a big contributor to his aftermarket peers and this book is another example of Mike’s tenacity to get it right.
There are a lot of things to take note of especially when you need to conform to the letter of the law both Federal and State as it relates to wage and hour.
This is no smoke and mirrors. I recall friends who got burned on paying bonuses and which employees qualified to be salary.Listen and view episode notes
Jennifer Filzen- What Dancing Taught Me About Running a Successful Business
A very interesting discipline that incorporates how you lead and how you strategize your life and business as a whole. Imagine learning the principles of dancing to improve your aftermarket success
Jennifer Filzen, from Rock Star Marketing, is here talking about her new book ‘What Dancing Taught Me About Running A Successful Business”. I was fascinated to hear how she connected dancing to being a strong leader and entrepreneur. I think she nailed it. So if you would like some self-help introspective don’t go anywhere.
We are talking about Clarity, confidence, certainty, teamwork, timing, and technique. Do you want your team, at the shop to move like poetry in motion? You’ve come to the right place.Listen and view episode notes
Mike Michalowicz – Making Your Profitability a Habit
What is profit? It is the difference between the amount earned and the amount spent. Mike Michalowicz tells you that you subtract profit from sales and then learn to manage your expenses. Therefore Sales – Profit = Expenses. We discuss Mike Michalowicz great book ‘Profit First’.
Mike will give you his innovative processes on profitability. He will provide insights on understanding the core principles and processes of financial gain. It will also shed light on cash flow management system, revenue, support network, profitability, efficiency, and the 5 core fundamental accounts you need to work your business from.
The episode is painting vivid pictures of how profitability works on the business canvas. It will open your mind to systems and processes to make profitability a habit. I urge you to read Mike’s Book Profit First, cover to cover. You can find it on the books page on the website.Listen and view episode notes
Rob Rowsell – Achieving Success on Life’s Curved Road
Rob Rowsell is a shop owner and author who is an inspiration to the automotive aftermarket. His story of the transition from a homeless individual to a recognized success is a story fit for the ages. He owns Family Auto Service in La Mesa, CA. His 4 shops employed 50 plus employees and 2 of those shops have revenues of $2 Million annually. His success is an inspiration to the automotive industry and built on resilience.
Rob authored the book “Addicted to Life: How I Went from Homeless to Extraordinary Success and Happiness in a Short Period of Time”. It is an easy read with chapters mean to relate to the ordinary person. It is a guideline of building blocks on how to improve your leadership along the way. Addiction effect at least ⅓ of our population. If you don’t know a thing about addiction or you need to learn how to deal with a peer, loved one or yourself, this interview is for you.
A very candid and authentic story of challenges and overcoming obstacles, this episode will not disappoint.Listen and view episode notes
Uncopyable. How To Create an Unfair Advantage Over Your Competition
Steve Miller is best known as Kelly’s Dad and The Marketing Gunslinger. He is the best selling author, speaker, and a renowned marketing strategist. He has helped numerous organization stand out and become uncopyable against the stiffest competition available.
In this episode, we will be sharing with you all the main ingredients on how to become uncopyable. We will bring you the strategy you need to gain that advantage that your customer would be coming back to you and to you alone. Discover that unique quality that will help you stand out!Listen and view episode notes
Dr. John Passante – You Can’t Handle The Truth – The Power of Performance Reviews.
John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest.
In this episode, he illuminates how performance reviews can become part of the culture of all businesses. He covers high grounds on the importance of leadership, understanding personal goals, culture, strategy, and values in the performance review process.
John also shows us tips within the episode on the right way to write your own review.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
Did you know that your customer relationships are considered an asset?
International best-selling author, world renowned speaker and president of the Cathcart Institute, Jim Cathcart is a worldwide leader in relationship selling and personal and professional development. He is one of the most award winning professional speakers in the world.Listen and view episode notes
Pete Rudloff owner of Pete’s Garage in Newark, DE. Pete started out in the automotive trade as a machine shop apprentice and after a year became dealer tech and grew into a Mopar Gold CMAT, L1, DEEP certified tech of which have been both the assistant shop foreman and foreman of a few local dealerships…Listen and view episode notes
Who hasn’t heard of Gonzo’s Toolbox! Enjoy an enlightening interview from Gonzo himself. Do you know what Gonzo does to recharge? …. Why he loves being a diagnostician? … and do you know how Scott Weaver got the name ‘Gonzo’? You are about to find out.Listen and view episode notes
Amy Mattinat of Auto Craftsmen in Montpelier, VT had the good fortune to combine her love of cars with a career in the automotive industry. Whether going on ride-and-drives, teaching car care clinics, running her independent repair shop or working with the Car Care Council Women’s Board, she is able to combine her two passions:…Listen and view episode notes