Author Archives - Remarkable Results Radio

A Hospitality Mindset Delivers Exceptional Customer Service – Steve DiGioia [RR 813]

Carm Capriotto, AAP — Tue, 10 Jan 2023 05:15:00 +0000

With over 20 years in the hospitality industry, author and trainer Steve DiGioia shares some real world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers desire. Steve has a detailed 57 individual steps for dinner service, what are your steps for customer service?

Steve Digioia, Author and Trainer

Show Notes

How do I make you feel while I am providing this service?
What can you do during the service part of the transaction to hook this customer in, hopefully for life? It has to be something more than just a mechanical aspect of it.
There has to be something else that separates you from your competition more so than just the physical service you were providing, it’s how I make you feel. It’s how I make you feel appreciated. It’s how I welcome you when you walk into my place of business.
Many mechanics, they’re focused so much on fixing that they don’t realize that the waiting area has to be not only comfortable, and obviously clean, but it should be bright and welcoming.
Use customer’s name 3 times.
In a perfect world, you shouldn’t receive less service because you are paying less. Versus getting extra service taken care of because you happen to be paying more, meaning, a higher-valued car.
If you want a consistent product, consistent service, a consistent experience, you have to have something like that because at a bare minimum, it reinforces the steps that the business believes is important to them to be able to service the client
Standardized thank you note in every car

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Watch Full Video Episode Here

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Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

Be The Hero When Your Customer Is At Their Most Vulnerable – John DiJulius [RR 807]

Carm Capriotto, AAP — Tue, 20 Dec 2022 05:15:00 +0000

Live from the 2022 Transformer’s Summit, keynote speaker John DiJulius categorizes the automotive industry as a ‘grudge buy’ for customers when they are at their most vulnerable. How is this an opportunity for your business to be the ‘hero?’ How do you make price irrelevant?

John DIJulius, John Robert’s Spa, The DiJulius Group. John’s had the privilege of working with world class companies like the Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, Pricewaterhouse Coopers, Cheesecake Factory, Bausch & Lomb, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A, Entrepreneurs Organization, YPO, Aveda, and many more. Listen to John’s previous episodes HERE

Show Notes

Drove for UPS- his wife was a hairdresser, and they opened a salon. John started getting involved in the business.
“We aren’t going to be the best salon, we will be the best experience of your day.”
Chambers of commerce businesses started asking John for business consulting.
20 years ago John’s first book came out and took him to the next level
Business and Artistry Pengeleum
Making price irrelevant- based on the experience your brand consistently delivers, your customers shouldn’t have an idea what your competitors charge because they aren’t window shoppers.
Who is more expensive? Why are they?
“We do $10 haircuts” vs “We fix $10 haircuts.”
Give the experience before you charge for it and justify it -“What does a $1,000 haircut look like? What is that greeting like? How is the massage during shampoo? What does a $1,000,000 keynote speech look and sound like?”
Grudge buy and losing time- automotive repairs. When you can come to the rescue when a customer is at their most vulnerable, there is an emotional connection and memory made.
Customers asking about price- opportunity
The biggest cause of anxiety is uncertainty- no update update for customers
Level 1 through 10 hairdressers based on expertise
“Discounting is the tax you pay for being average.”
Things that make a brand something customers can’t live without- the quality of work, consistency, employee evangelism (educate vs sell), how do you make me feel,
Capitalize the ‘C’ in Customer to show the emphasis in your policies and procedures
Building relationships with FORD- family, occupation, recreation, dreams
Disney- know your role and be ‘on’ when you’re on, leave your problems at the door
The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World- John DiJulius
The Relationship Economy: Building Stronger Customer Connections in the Digital Age – John DiJulius

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Check out today’s partner:

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

Car Coach Reports with Lauren Fix [RR 775]

Carm Capriotto, AAP — Tue, 30 Aug 2022 05:15:00 +0000

Carm here from the Aftermarket Radio Network and my guest is Lauren Fix is a nationally recognized and trusted automotive expert, media guest, journalist, author, keynote speaker and radio and television host. Lauren is also from my hometown, Buffalo, NY. I caught up with Lauren, and we discussed her take on electric and autonomous vehicles, supply chain issues, and her passion for cars that are propelled by an Internal Combustion Engine.

Lauren Fix, Car Coach Reports, Total Car Score Podcast, is an automotive expert and analyst based in Buffalo, NY. She has written three books on automobiles. She has appeared on CNN, Fox News, Newsmax TV, CNBC, and USA Radio’s Daybreak USA show.

Key Talking Points

Electric Vehicle- limited charging stations, L2 costs 1M for a charging station, alternating current can have dangers when charging
Anti Inflation Act- tax credit, only 18 cars will qualify, Ford and GM raised prices
Shortage of rare earth minerals that cant get mined in the USA
Supply chain issues- oil filters, diesel oil
Everything is processed with some form of oil
Autonomous vehicles- unpredictable weather, insurance
Car family- a daughter, named Shelby
Great cars for the average consumer- Kia Telluride and Hyundai Palisade
Lauren owns 26 cars

Watch on YouTube: https://youtu.be/kkQ1fr13LSo

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Check out today’s partner:

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

The Joy of Hiring [RR 716]

Carm Capriotto, AAP — Fri, 04 Feb 2022 05:15:00 +0000

How did you develop your hiring process? Did you learn from other colleagues? Did you look online? Do you make decisions based on your intuition? Do you cross your fingers and hope for the best because you are desperate to fill a position? It’s time to take proven methods and guidance with Maylan Newton’s book “The Joy of Hiring”. You’ll also hear from a shop owner that implemented the concepts from this book into her hiring routine. She says it has completely changed her process and improved her hiring skills.

Maylan Newton, ESI- Educational Seminars Institute, is a business coach, trainer and industry speaker. Previous Episodes HERE

Samantha Tracey, Scotty’s Auto Repair Inc. Riverside, CA

Key Talking Points

joyofhiring.com
Wrong hires cost you- back legal position (hire and fire, wrongful termination, discrimination)
Eliminate emotional and desperation hires
Do we hire too quickly and fire too slowly?
Firing someone shouldn’t be a surprise- are they meeting expectations to achieve success?
Rewriting job descriptions- can the new hire accomplish these tasks and jobs?
Skills test- confirming skills
Reading body language during the interview
Be a ‘little business’ with a large company structure
How big is your toolbox? What is the value of your tools?
Consider having more than 1 person be involved in the interview but 1 person needs to have a final say
Hire for attitude, Train for aptitude

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Check out today’s partners:

Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever.

More Time. More Profit. Transform your shop at getshopware.com/carm

Handling A Toxic Employee with Dr. Dave Weiman [RR 713]

Carm Capriotto, AAP — Tue, 25 Jan 2022 05:15:00 +0000

How do we handle a toxic employee? How long have we noticed their behavior and never addressed it? Is it hard for owners to let someone go that they hired and thought would be a great fit for the team? Dr. Dave Weiman, psychologist, and owner of Weiman Consulting explain the behavioral background of a toxic employee. Every business owner needs to listen to this episode!

Key Talking Points

Toxic employees- they know other people will pick up their slack and don’t care. It is almost impossible to change toxic behavior, but you can almost always change the production level on a positive team player employee. Toxic people have excuses for their behavior
Red flags during hiring- behavioral questions, not following instructions in process. “Tell me about a recent success that you were directly involved in, what happened and why was it successful?” “Can you tell me about a recent professional disappoint and why it didn’t go well?” Do they only give themselves credit for success? Do they blame others for disappointment?
You risk other employees leaving because you as an owner, are tolerating toxic behavior
20% at top of business- follow all the rules, self-motivated. 20% at the bottom- unhappy wherever they are, complain, “problem children,” 60% in middle that can be drawn up or down
What are people doing outside of work? What do they value?
“How do you pick the guys that go on Seal Team Six? Because they’re the best of the best of the best.” Graph: On one side (y-axis) is performance. On the other side (x-axis) is trust. A high performance & low trust person is a toxic leader and a toxic team member.
Coachability- take in feedback and change, are they giving excuses? Are they missing the impact of the behavior? Do they not think they’re the problem?
Are they motivated to change? Be clear about your values, what are the other employees doing to demonstrate those values?
It can be hard to let someone go- you picked that person and hired him/her
Address issues/concerns immediately- learn why it happened, what can WE do to improve this?

Connect with the show:

Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. He is also an adjunct Assistant Professor at Widener University’s Institute for Graduate Clinical Psychology, and he is a Certified Performance Coach through Johnson & Johnson’s Human Performance Institute. Dr. Weiman has been quoted in BusinessWeek, the Los Angeles Times, Men’s Health, Entrepreneur, and many other publications. He has also been a guest on Fox News Philadelphia, Money Matters TV, and numerous podcasts, where he shares insights about the psychology of success, motivation, and more. You can check David’s other episodes HERE.

Check out today’s partner:

As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

The Give to Get Principle: How Relationships & Reciprocity Build Raving Fans [RR 610]

Carm Capriotto, AAP — Fri, 29 Jan 2021 05:15:00 +0000

It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States.

Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight.

Jennifer Filzen Previous Episodes HERE. Rock Start Marketing Website HERE.

Link to the new book on Amazon HERE.

Key Talking Points:

“The Giveth to Get Principle: How Relationships & Reciprocity Build Raving Fans. 5th book for Jennifer Filzen. See link to book above.
Not only attract ideal customers but surprise and delight them so they are excited to see you and want to tell others about your services
Give before you think of receiving
Jennifer’s passion- she loves making the world a better place by spreading joy, bringing people together, and share ideas, teaching about marketing
Helping one person sends a ripple effect that comes back as a wave of abundance
Discovering your three most important principles in your life your ‘why’, your superpower, your attitude
Finding your superpower- realize you have one, you ARE a big deal
Rockstar MarketingFocuses on what makes you unique, who is your target demographic, what is your “why” and what are the cities you want to serve
Focus on your strengths, delegate your weaknesses
Flexing your confidence muscle
Speaker at Vision 2021: Video marketing. What to say, how to edit etc.
Loving your customer- verb, the action of caring

Resources:

Thanks to Jennifer Filzen for her contribution to the aftermarket’s premier podcast.
Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
Find every podcast episode HERE.
Every episode segmented by Series HERE.
Key Word Search HERE.

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Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm

Hiring Superstars with Jerry Kezhaya and Dr. Laura Shwaluk [RR 594]

Carm Capriotto, AAP — Fri, 04 Dec 2020 05:15:00 +0000

Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq. ft. shop has 21 lifts with two flats per lift.

Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE.

Dr. Laura Shwaluk has a Bachelor of Science in the field of Cellular, Molecular, and Microbial Biology and a doctorate in Chiropractic with certificates in neurology, applied kinesiology, nutrition, and functional endocrinology. She practiced wellness and functional medicine in Texas for 20 years and is the author of three books.

Laura is happily married and devoted to the love of her life, Jerry Kezhaya. Together they manage The Auto Shop and Business Builders Mentor and Mastermind USA. Her specialized business interests are in accounting, operational systems, and people management. Her passion is to help entrepreneurs accelerate their business and open the doors of mental blocks that prevent them from succeeding. Listen to Laura’s previous episodes HERE.

Key Talking Points:

Hiring superstarsContrary to the common misconception, good people aren’t hard to find when you know how to do it and you’re a good employee
Ability to grow business correlates to ability to delegate
When testing professional detectives on hiring 50% of the time they make wrong choice
Why do we have employees?.Do the things we don’t want to do .
Do the things you can’t do (bookkeeping etc)
Problems when hiringTolerating mediocre employees because you think good people are too hard to find
Hiring the wrong person is a very expensive mistake- cost 4x annual salary in first 6 months
Standard interview- looking at resume, call candidates to come in and schedule roughly an hour with each. Out of 12 only 4 might show up.
Hire based on how they “seem” in your personal opinion (good attitude, enthusiastic etc)
Effective hiring system for CSR and marketing help- naturally filter candidates Clear job description
Create outgoing message for anyone that wants to apply- number to call with voicemail about who you are, what you’re looking for, what you’re not looking for (hosted numbers)
Once they leave a message you can login and listen through phone messages quickly
Effective hiring system for technicians Posting ad on Indeed starts on top then after a month it’ll become buried- repost new ad
Call and talk directly to owner- find out why are you leaving current position, where are you currently working, where do you live, are you accepting unemployment etc
Interview with owner and team- walk through shop together
Effective firingKnow your state regulations
Example Texas- must have cause for firing
Premade forms for writing someone up- communication form (expectations for performing job) to be signed by employer and employee and have copy. Firing form- (white, yellow, pink) written warning, final and copy for files/unemployment. Documenting is key , have witness in room and record it
Fire fast, hire slow

Resources:

Thanks to Jerry Kezhaya and Dr. Laura Shwaluk for their contribution to the aftermarket’s premier podcast.
Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
Find every podcast episode HERE.
Every episode segmented by Series HERE.
Key Word Search HERE.

Be socially involved and in touch with the show:

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Science Based Hypnotherapy with Maureen Pisani [RR 590]

Carm Capriotto, AAP — Fri, 20 Nov 2020 05:15:00 +0000

Maureen Pisani is a Certified Master Hypnotherapist and the founder of ProThrive Science-Based Hypnotherapy, where she works with individuals and groups (both in-person and online) to help empower, streamline success, and truly thrive. Maureen is also a world-renowned Motivational Speaker and was the Resident Hypnotherapist at the Chopra Center for over 8 years (Carlsbad, CA) until its closure in December 2019.

Aside from being a Hypnotherapist, she is also a Master Practitioner of Emotional Freedom Technique (EFT Tapping), Therapeutic Guided Imagery, Neuro-Linguistic Programming (NLP), and Reiki Energy work. She employs a variety of modalities when working with her clients to bring them the best tools and resources for positive and lasting change. Maureen has also been both a Director, Instructor and Mentor at two nationally accredited universities where she shared her love and knowledge of Hypnotherapy with her many students. As of December 2019, she has published 15 books and has co-authored a research paper issued by the Neuroscience Department at UCLA.

Maureen Pisani is the poster child for how hypnotherapy can help change your life for the better. After an accident left her in constant pain, she found Hypnotherapy to offer her relief and a new lease on life. Although she now lives in San Diego, CA, Maureen is originally from the Island of Malta and continues to share her love of her home country with all of those she encounters. In her free time, she enjoys dancing, reading, crocheting blankets for premature babies, and gardening. If you’re interested in achieving your goals, please contact Maureen and she’ll be happy to answer your questions. Look for Maureen’s episodes HERE.

Website Link: ProThriveSBH.com

Key Talking Points:

Unconscious mind- powerful and programmed for what is “safe”Open your unconscious mind to the “what if’s”
2% profit isn’t enough for shops to be successful
Unconscious drive to “stay the same”
Self-identity- self-confidence, self-esteem, self-worth, self-respect, self-acceptance and self-love
Business coaches work with the conscious side of the brain but the unconscious mind cannot accept it- Maureen preps the mind to be ready to accept a business coach’s advice in order to get results
Right/left brain/prefrontal cortexRight brain- creative and open to outside the box ideas, that is where hypnosis happens
Everything you do is with intention- hypnosis is only applicable when you are ready for change
Change happens gradually- often times you don’t realize it because it becomes a habit
Maureen started hypnotherapy to overcome pain in elbows- had 10 surgeries total
She went from a 100% disabled to being #1 Presenter at the Chopra Center in La Costa.
Implementing changeLast 30 minutes before you go to sleep you are in a natural hypnotic state
Write goals down and every night read them
Self-hypnosis- you have to be aware of what you are doing and be in control
2 types of motivation-moving away from and moving towards. When you are motivated to “move towards” something, the closer you get to it the more motivated you are

Resources:

Thanks to Maureen Pisani for her contribution to the aftermarket’s premier podcast.
Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
Find every podcast episode HERE.
Every episode segmented by Series HERE.
Key Word Search HERE.

Be socially involved and in touch with the show:

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE

Link to: Chick Fil A “Every Life Has a Story” HERE

Make Customer Service your Single Biggest Competitive Advantage [RR 559]

Carm Capriotto, AAP — Tue, 04 Aug 2020 05:15:00 +0000

John DiJulius is redefining customer service in corporate America today. He didn’t read the books on customer service, he wrote them: Secret Service, Hidden Systems That Deliver Unforgettable Customer Service, What’s The Secret? To Being a World Class Customer Service Organization, The Customer Service Revolution, The Best Customer Service Quotes Ever Said, and The Relationship Economy One of the most captivating and charismatic speakers today, John’s keynotes and workshops are used by world-class service companies to provide unforgettable customer service every day. In his high-energy presentations, he uses powerful visuals as he discusses the 10 commandments of customer service and explains how to improve the service aptitude of employees at all levels.

As the authority on world-class customer experience, organizations across America use his philosophies and systems for creating world-class service. He has worked with companies such as the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Panera Bread, Nestle, Marriott Hotel, PWC, National City Bank, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-a, and many more, to help them continue to raise the bar and set the standard in service that consistently exceeds customer expectations.

John is not just telling others how to do it. His strongest attributes may not only be that he has the experience of working with extremely large companies, but knows how to translate those processes to fit small business models as well. Not only is John the Owner, President and Chief Revolution Officer of The DiJulius Group, he is also the Founder, President and Owner of John Robert’s Spa; Named one of the Top 20 Salons in America with multiple locations (and over 150 employees), which he uses as living laboratories to test his findings and theories. Check John’s other episodes HERE.

Alan Beech knows what it takes to succeed in today’s marketplace. With more than 30 years of experience in the business world, he has worked his way to the top of the automotive service industry in Canada.

Alan’s professional career has spanned within both the corporate and entrepreneurial spaces. Today Alan has a number of successful businesses to his credit.

Alan is driven by his desire to share his extensive knowledge of the industry and to help others succeed. His main focus today is coaching, consulting and training independent shop owners and dealer groups. Alan’s passion is to see businesses be revitalized through great process and amazing customer experience. Find Alan Beech’s previous episodes HERE.

Key Talking Points:

Investing in customer experience- being intentional in service you deliverThere’s a science to have customers keep coming back- showing you care about customer
Can’t just tell yourself you’re the best in the industry, instead, you need to compare yourself to other experiences you have
The wrong motto is “treat the customer as you want to be treated”- everyone needs service aptitude training because people naturally have different levels depending on age and what they’ve experienced themself
Can’t out market or outspend your competition- need to out love them with customer experience
Focus on appreciating customers that trust you and give you their business
Starts with remembering client
Secret service systems- ability to know and collect customer intelligence and personalize itGet to know someones FORD in order to establish a relationship-Family, Occupation, Recreation, and Dreams
Example- customer picks up the car and a new can of pop is waiting in cup holder because technicians saw what they like to drink from the garbage in vehicle
Soft skill trainingRemove personal interpretation of customer service
Do you know who your customer is? Their highs and lows in their life- have compassion and empathy
Deliver genuine hospitality with 5 E’s-Eye contact, enthusiastic, greet with an ear to ear smile, engage and educate
When someone thanks you and you reply “no problem” which is a double negative- replace with “my pleasure”
“Don’t ask the customer what they want, give them what they can’t live without.”
“Never expect your customers to be happier than your employees.” -customer service starts with the core culture of business and employees
Everyone has seeds of potentialThe seeds that don’t reach full potential are cheated
People are dependent on us to be extraordinary so we can lift them
Make customers your priority
Customer Vision Statement from Alan Beech“Life has its priorities, you are mine”

Resources:

Thanks to John DiJulius and Alan Beech for their contribution to the aftermarket’s premier podcast.
Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP’s HERE
Find every podcast episode HERE.
Every episode segmented by Series HERE.
Key Word Search HERE.

Be socially involved and in touch with the show:

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.