Customer Perceptions Part 1 – Bob Cooper and Bill Greeno [RR 773]
In this episode, we are jumping into the mind of your customer. From their perspective, do they prefer to use the term mechanic or technician? Ask a customer … How much do they think a mechanic/technician earns? What is your customer’s opinion on a service advisor having visible tattoos or smelling like cigarettes? Bob Cooper asked these questions to a panel of consumers at the 2022 Elite Invitational in San Diego, and their answers will certainly surprise you. And more importantly, what should you do in your business having this knowledge?
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The Women of NAPA AutoCare [RR 771]
Joining me is the powerhouse team of women behind NAPA AutoCare. Napa has almost 100 years of dependability and remains the brand you can trust. My panel of ladies discusses the future, what makes the NAPA Family so strong, Tesla parts availability, training, and the collective strength of their AutoCare Members.
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Hypocrisy: Check Yourself, Before You Wreck Yourself – Matt Fanslow [RR 770]
It seems like the hot topic of late is customer service. Businesses are short-staffed… and everyone is asking for customers to be patient. But what happens when something goes wrong? How does that business handle that situation? How does the customer react? I’m joined by another network show host, Matt Fanslow. We discuss the hypocrisy that exists when a business owner is now the customer.
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Be Proud of Your Culture [AW 117]
Maintenance Intervals: Industry Standards [THA 287]
Maintenance services are the new frontier for the automotive industry. How do you shift your customer’s perspective from reactive repairs to proactive repairs? Is your parking lot full of problem vehicles? Can we do a better job of helping the customer get long life from their Cars? My panel examines the importance of maintenance intervals and the value of informing and educating your customers.
remarkableresults.biz/a287
Finding Success in an Auto Repair Complex [AW 116]
Identify Your Ideal Customer [THA 285]
Details Matter to Your Customers and Employees – Dale Warmuth [AW 114]
Are You Selling Customer Experience or Price? [THA 284]
Price, price, price…our lives seem tied to it. And when it comes to customers, sometimes the price is the only question they feel they can ask. Instead of chalking them up as ‘price shoppers,’ are you using it as an opportunity to build a relationship and educate them on the value of your services? Many struggle with this. My panel discusses ways to make price irrelevant. Stay tuned and shift your perspective on price.
remarkableresults.biz/a284
The New ADAS L4 ASE Certification – Shepanek, Haugh, and Perkins [RR 761]
Have you heard about the new ASE L4 ADAS Certification? This test has been in development since January 2020 with the help of industry experts. My guests Matt Shepanek, Matt Haugh, and Keith Perkins say the certification is going to be a major differentiating factor when hiring technicians. We all know the best technicians are the ones constantly learning and training. Stick around for an inside look into the test development and tips on how to pass the test.
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A Collective Think Tank – Marconi – Murphy – Morrill [RR 759]
Nothing beats live in-person industry events. There is power in the collaborative minds from around the country in one room. The podcast attended the 2022 Elite Invitational in San Diego and we recorded some incredible stories with essential aftermarket voices. At the end of the conference, I had the idea to grab Jim Murphy, Gene Morrill, and Joe Marconi for a recap of the event and their perspectives on our industry. Keep listening, you have the best seat in the house right next to these 3 aftermarket icons.
remarkableresults.biz/e759
You Need an Organizing Board – Discover Why with Jimmy Alauria [AW 112]
Do You Have a 40% Close Rate For Pre Scheduled Appointments? Brett Beachler [RR 758]
How do your service advisors close their sales with a customer? Are they pre-scheduling for future maintenance appointments? Brett Beachler’s business has a 40% close rate for pre-scheduled maintenance appointments. He discusses how to make your current customers, your future customers. Grab a pen and paper or head to the shownotes on this episode. You don’t want to miss Brett’s closing presentation that can be implemented in your business.
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Do You Have a Customer Avatar? – Daniel Griffith [RR 756]
Have you identified and named your ideal customer avatar? Do you talk about it with your team? I’m with Daniel Griffith at the 2022 elite invitational. Listen as he breaks down finding the ideal customers and the importance of team culture. He even uses his employee testimonials in job postings (there’s an idea).
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Is Your Bathroom Like the Ritz Carlton? [THA 281]
Did you know your customer’s bathroom is one of the most important reflections of your business to your customer? It reflects the commitment to a clean environment, it will affect your customer’s perception of your business and it demonstrates how well you’ll care for their personal vehicle. My panel discusses simple bathroom amenities that can have a huge impact and lasting impression on customers. Strive to have a customer rest room that is like the Ritz Carlton.
remarkableresults.biz/a281
Is Your Mission Statement Your Passion Statement? – Bill Greeno [RR 755]
Was your mission statement created by yourself, or was it a collaborative effort from your employees? Is it listed on your website homepage? Do your customers know what it is? I’m with Bill Greeno at the 2022 Elite Invitational and he discusses how his team revamped its mission statement into a passion statement. Find out why affirmations were critical in starting the process.
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Moving to a New Shop [AW 110]
Hairdresser Turned Shop Owner – Danielle Vila [RR 754]
Are hairdressers the new untapped resource for our industry? How does a hairdresser in San Francisco become an automotive shop owner in Las Vegas? What can we learn from the intimacy between a hairdresser and the client? I’m with Danielle Vila at the 2022 Elite Invitational, stay tuned, you won’t want to miss this episode. We discuss business, hair care tips, and a few laughs in between.
remarkableresults.biz/e754
Survey Says [RR 753]
Did you know a simple survey gathers valuable input from your customers about your business? It’s time to tap into the customer’s viewpoint by listening to what they want. Your customer’s input is a great source for your marketing plan. Find out how many survey responses give you a good sampling. Get info on conducting your own survey with links on the show notes page.
remarkableresults.biz/e753
Two Locations, One Campus [AW 109]
From Investment Banker to Shop Owner [RR 752]
Motorist Assurance Program (MAP) [RR 751]
Is your shop a part of the Motorist Assurance Program (MAP)? If this is the first you are hearing about the Motorist Assurance Program, you just may be pleased to know that MAP provides repair and maintenance standards that create trust between the consumer and your business. Besides the consumer element. MAP follows and gets updates on state bills, guidelines, and regulations that you might not be aware of.
remarkableresults.biz/e751
Surviving Two Store Openings During the Pandemic [RR 750]
What is it like opening two locations at the dawn of COVID? David Eschbach shares his story around three primary business tenets. Each Take-Away is wrapped in a compelling story and supported by integrating sub-lessons. See the show notes as a guide, as this information is applicable for leading a business during any crisis or economic environment, not just during COVID.
remarkableresults.biz/e750
Plan For Slow Times [THA 275]
The aftermarket is blazing busy. We may think that boomtown will continue without an end in sight. But what are your ‘slow day action plans?’ Some who have not been doing things ‘right’ are feeling the ebb and flow of typical cycle times, holidays, back to school, vacations, weather, and travel. Let this episode help you re-think how you prop up your business. Stop stopping.
remarkableresults.biz/a275
Details Matter [THA 274]
The complete customer experience package starts with having paid attention to details. When was the last time your shop was painted? Is the parking lot striped? What kind of coffee and amenities do you serve? Does your bathroom have extra hooks on the door? I’m with a panel of shop owners that put that extra in extraordinary. You should get a bare minimum of 5 great ideas to implement.
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