Building Customer Trust [THA 225]

Building Customer Trust [THA 225]

We all know building customer trust takes time and doesn’t happen overnight. So when does it happen? It starts with every single touchpoint you make with your customer.

From marketing to the way your storefront looks, and that first phone call, every interaction inches you further in developing trust. Find out how to polish your business in this must-listen episode.

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Comebacks: Prevention, Reputation and Cost [THA 224]

Comebacks: Prevention, Reputation and Cost [THA 224]

How closely do you track comebacks in your shop? Do you look for trends? Is it human error or communication gaps between customer and service advisor, and service advisor and technician? Sometimes the most loyal customers arise from correcting a mistake, but often times we are unaware a mistake even happened. In this episode, my panel dives into the different scenarios that occur during vehicle comebacks and how to correct them.

You can listen and/or watch the video of this episode and find the key talking points at remarkableresults.biz/a224

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Drop the Keys and Fix It [RR 641]

Drop the Keys and Fix It [RR 641]

Think about the latest procedure or surgery you had. You put all your trust in your doctor and the medical staff as you were getting put under anesthesia. Can we translate that trust into auto repair customers? How do we gain “Here are my keys, I trust you, fix it and let me know when it’s done” type of customers? In this episode, Andy Bizub and Charlie Marcotte break down the fundamentals of connecting with customers and what that means to your business.

The key talking points for this episode reside at remarkableresults.biz/e641

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Learn Customer Communication Styles: DISC with Emily Chung [RR 636]

Learn Customer Communication Styles: DISC with Emily Chung [RR 636]

As automotive service professionals, it’s our job to educate our customers and clients. But did you ever stop to think about your approach? What is the best way to efficiently communicate with each individual (client) based on how they like to receive information? In this episode with Emily Chung, from AutoNiche, we discuss how and why it is important to code your customer and train your employees.

The key talking points for this episode reside at remarkableresults.biz/e636

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Lessons on 3rd Generation Family, Networking and the Front Counter- Steve Mancinelli [RR 623]

Lessons on 3rd Generation Family, Networking and the Front Counter [RR 623]

I caught up with Steve Mancinelli, AMAM, who proudly wears the scars of battle as a 3rd generation shop owner. Family business, networking, and learning how to run a great business are challenges we all face and Steve shares his many moves through the labyrinth of barriers that got him to where he is today. In his section of Denver, there have been 6 shops and 23 service bays have closed since the pandemic hit. Either they liquidated, retired, or moved due to high rent in the downtown area during the pandemic. Besides many wise thoughts, Steve talks about women at the front counter.

The key talking points reside at remarkablersults.biz/e623.

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The Virtual Service Advisor [RR 621]

The Virtual Service Advisor [RR 621]
Amidst the pandemic scare, shops have taken advantage of VoIP, cloud services and new technologies to serve their customers. Some have had to put their service advisor working from home for various reasons. Imagine having support for your counter in the virtual world. Is there is a future for a Virtual Service Advisor?

Our guest today, Robbie Bunch became a virtual service advisor because of the pandemic and has excelled at it. His previous experience helped make this a reality for a shop he supports. Not only is Robbie Bunch doing Virtual Service Advisor work for a shop he continues to work for his other business “Platform Digital Marketing.”

Robbie and I toss out the idea of creating an entire industry of Virtual Service Advisors to support shops when your business is growing but not in need of a full-timer or when you lose a Service Advisor and while you are looking to hire a new person to rely on a Virtual Service Advisor to take up the slack. This episode will get you thinking.

The key talking points reside at remarkablersults.biz/e621.

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Millennials A to Z – Part 2 – Sara Fraser [RR 620]

Millennials A to Z Part 2 – Sara Fraser [RR 620]

Sara from Haas Performance Consulting will cover a large swath of millennials’ behaviors as it relates to being a customer or a team member in your business. Understanding this important and powerful generation will allow you to embrace them to the fullest. You may have millennial children, customers, nieces, and nephews, you may be one — Millennials account for a third of the workforce and you need to know their tendencies as it relates to relationships in the workplace and as customers.

The key talking points for this episode with Sara Fraser reside at remarkablersults.biz/e620.

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Service Advisor Role Play #5 [THA 213]

Service Advisor Role Play #5 [THA 213]

Our role play subjects cover closing the expectation gap on the appointment setting call and understanding the importance of building anticipation in making the sale after the results of the DVI. We also covered how to demonstrate the effectiveness of the Service Advisor in calming the customer while building value in their services and retaining the sale. Lastly, we talked about the effective way in deferring services at the cash-out. All important and vital in building you or service advisor team.

The panel includes Clint White from Shop Vision, Dan McWilliams from Quality Service Center and Ben Lesueur from Oxford Automotive. They put their service advisor strategies for you to follow.

Find ways to compare and improve your confidence and comfort in the face of your customer. Together we have something here. This episode’s key talking points are already done for you. Find them at remarkableresults.biz/a213

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Never the Cheapest but the Best Value Shop – Travis Guy [RR 618]

Never the Cheapest but the Best Value Shop – Travis Guy [RR 618]

Welcome to the 618th episode of Remarkable Results Radio.

In keeping with my goal to showcase our young owners and their rise to ownership, you’ll love this story as my Guest Travis Guy came into the family business via the hospitality industry. Specifically Disney. Do you think he may have learned a lot about how to embrace a customer? A fun and transparent interview with Travis, He says he sees the flaws we have as an industry and tells it straight about being paid for our worth and value.

Travis Guy hails from Yourba Linda Auto Service, Placentia, CA along with his brother Tim, and Dad Danny makes up the family business. He gives you a refreshing take on the state of our industry from a young owner’s perspective. We can learn a few things from Travis.

The key talking points for this episode with Travis resides at remarkablersults.biz/e618.
Thanks for being here in the front row of life in the automotive service business.

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New Technology – Finding Out How it Works – Dave Hobbs Part 3 [RR 615]

New Technology – Finding Out How it Works – Dave Hobbs Part 3 [RR 615]

Welcome to the 3rd part in a series with trainer Dave Hobbs.

Dave Hobbs is the lead technical trainer and course developer for Delphi Product and Service Solutions. Dave talks about innovations in ADAS, calibrating radar, education for tech and shop owners, brainstorming ADAS class for customers, safety, new technologies and why the automotive industry is deemed an essential business.

Hear Dave’s surprising acronyms: FRED, WARPand EWFM. Some new vocab for you.

You can find Dave Hobbs’ other episodes, and this episode’s key talking points, they reside at remarkablersults.biz/e615. Remember make listening HOMEWORK.

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Building Deep Ties to the Community [THA 209]

THA 209 Building Deep Ties to the Community

Do you agree that paying it forward and creating a lasting rapport with your own community goes a long way?

Being involved in your community is more important than you know. When you support from the heart never expect to get something back. Our episode today tackles and explains exactly why connections and network within your community is essential as well as it is necessary.

Part of branding your business includes your support of the community. I’m with Jennifer Filzen from Rock Star Marketing and Author of the new book “The Give To Get Principle: How Relationships & Reciprocity Build Raving Fans”, Carl Hutchinson from Complete Automotive, Springfield, MO, Patrick Dolder of PALS Ocala Auto Repair, Ocala, FL, and Sue Morsching, Elysian Auto Service, Elysian, MN. You can learn a lot from this community-engaged panel.

This episode’s key talking points are already done for you. They reside on the show notes page at remarkableresults.biz/a209.

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

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

We are happy to introduce Jennifer Filzen’s Fifth book which is out now on Amazon. The Book “The Give to Get Principle: How Relationships & Reciprocity Build Raving Fans” is a book that you can use as a tool to give back to the industry and to your community. If you are not involved enough in your community, you should be. Let this episode push you into paying it forward.

Jennifer CEO of Rock Star Marketing, a digital marketing agency, will help you discover these three important principles you need in your life. Your Why, Your Superpower, and Your Attitude. If you only work on these three, you will improve.

The incredibly successful businesses in our industry are extremely community-minded and involved. Use this episode as inspiration to take your community to the next level.

The key talking points reside at remarkablersults.biz/e610

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Stop Selling From Your Wallet [THA 208]

THA 208 Stop Selling From Your Wallet

Too many times we think about our own money tolerance instead of the customer needs. We think what others believe is a lot of money to us is not. We also can’t fathom people paying what they do for services because we would not. We have different lines in the sand when it comes to price perception and if you sell from your own wallet you’ll limit yourself, do what is not necessarily right for your customer and limit your potential, not only for yourself but for the business.

In other words, don’t make the decision for your customer. Let them decide. We play a really insightful game that you need to do with your team.

I’m with Brian Gillis of You Net Results, who brought this excellent topic and the neat game we play, also Andy Arndt of Arndt Automotive in Malta, IL. And Keith Knowlton of LKS Auto Repair, Bremerton, Wa. They bring sound, practical, and professional advice for all of us to stop selling from our own wallets. Too many times we think about our own money tolerance instead of the customer’s needs.

This episode’s key talking points are already done for you. They reside on the show notes page at remarkableresults.biz/a208.

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MSO: 18 Team Members Tested Positive for Covid. How We Survived [RR 609]

MSO: 18 Team Members Tested Positive for Covid. How We Survived [RR 609]

What can we learn from this unprecedented year? A lot!

Our story today is of a hard hit multi-store operation (MSO) and how it survived 18 team members who contracted Covid-19. The preparation years before Covid-19 was to become a pandemic is the anchor in this story. It is proof of concept. Build a strong culture, put your people first, love your customers, engage all the latest technology and systems, and have strong processes and procedures. With all that in place, you can navigate just about anything.

Dwayne Myers from Dynamic Automotive from Frederick, MD, and his partners, Jose Buesso and Lee Foreman put their company in the position to fight through their Covid-19 barrage and come out the other side in decent shape. Surviving the ordeal was gut-wrenching and thought reflecting. Yet they did. This is homework for you to Listen to Learn Just One Thing!

You can find Dwayne Myers’s other episodes, and the key talking points, they reside at remarkablersults.biz/e609

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Pre Scheduling Appointments – The Time Has Come [THA 207]

THA 207 Pre Scheduling Appointments – The Time Has Come

Welcome to the 207th episode of the Town Hall Academy. Right up front l want to warn you. This discussion may just change the way you do business. I want you to give it your all and when done implement the tactics you discover. I know your business will blossom.

Scheduling future appointments is not a new concept. You know about it but have never decided it was good for your business or your customer. We have solid statistics that demonstrate that 59% of your customers are willing and ready to accept a future appointment for maintenance service. Ever walk out of the dentist’s office without your next hygiene appointment. How about a hair salon?

I’m with Bill Thompson, Craig Noel, and Greg Skolnik. Bill Thompson brings his critical data to support this strategy, Greg has been doing this for years and has the data to prove the strength of the strategy and Craig is starting to pre-book now.

There was a ton of passion flowing throughout this episode. I believe you’ll be moved to start in your business. So …. Let’s talk about it.

This episode’s key talking points are already done for you. They reside on the show notes page at remarkableresults.biz/a207. Enjoy.

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Proof of Concept [THA 206]

THA 206 Proof of Concept

The pandemic was the test of preparedness, fortitude, leadership, nerves, among others. Our topic “Proof of Concept” is the story behind the strong getting stronger.

The leaders who listened and implemented the strategies being served up by the industry pundits especially coaches over the last 3 to 4 years found themselves in a good place. You’ve heard them enforce on the podcast, … essential tactics like strong business culture, a commitment to training your team, firing non-productive or toxic employees, DVI, Cloud-based software, text to pay and the list goes on like strong leadership. Smart Marketing. Managing KPIs, Good financial statements, building processes, and systems, Etc, etc. In essence, the strong found their pandemic recovery easier than others. That is what we are talking about today: ‘Proof of Concept’

Joining me is Chris Cotton, AJ Nealey, and Michael Gallini. They all agree that they are in a better spot because they implemented and worked the strategies and tactics that the industry is known to create success and sustainable profits. Glad you are here, Let’s Talk About It.

The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a206.

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Millennials in High Gear with Sara Fraser – Part 1 [RR 603]

Millennials in High Gear with Sara Fraser Part 1 [RR 603]

Our topic today centers around millennial customers and employees. With me is Sara Fraser. Sara has been a favorite on the show and lives what she teaches as she is a millennial. Each generation has its traits and you must adjust your business to accommodate the millennial customer and employee.

Sara is with Haas Performance Consulting and teaches the millennial story. We look at the millennial customer needs/wants and the same for the millennial employee. This is part one of a two-part millennial series with Sara

You can find Sara’s other episodes and the key talking points for this episode at remarkablersults.biz/e603

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What Will 2021 Be Like? [THA 204]

THA 204 What will 2021 Bring?

Welcome to the 204th episode of the Town Hall Academy as 2020 is ending and 2021 takes over. Covid-19 continues its wrath and still a huge part in our daily lives. Most important is to move forward with the anticipation and excitement of a new year.

So let’s talk about it. I’m with Gene Morrill owner of Certified Automotive in Glendora, CA, Greg Buckley CEO of Buckley Personalized Auto Care in Wilmington, DE and Joe Marconi from Osceola Garage, Baldwin Place, NY.

2021 will continue to be a year of transition. It won’t be easy. The panel talks about moving the couch, reviewing your fundamentals and believes it’s not over yet. If ever a time to be proactive not is it. We still have a lot of unknowns so pay attention to everything because there are many unknowns. The panel did an excellent job assessing their approach to the new year.

The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a204.

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How My Business Changed as a Result of Covid-19 – A Look Back [THA 203]

THA 203 How My Business Changed as a Result of Covid-19 – A Look Back

A lot has happened as we drew to a close a year considered to be one of the most challenging years in our history.

Today, our topic talks about the changes and the challenges that Covid-19 swept on the aftermarket industry, along with every shop owner and team member. Did you push through? How did you cope? What changed and what changed permanently? These are some questions to reflect on as 2021 is on our doorstep. Reflect on your preparedness to face this unprecedented call to action.

Joining me are for this frank discussion is Jim Hayes, General Manager of Pacific Motor Service — and Dave Martin from Martin’s Auto Repair, Phoenix, AZ

The key talking points from this episode are already done for you on the show notes page at remarkableresults.biz/a203.

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Customer Service vs. Customer Experience with Murray Voth [RR 591]

Customer Service vs. Customer Experience with Murray Voth [RR 591]

Murray Voth the owner and principal trainer of RPM Training and one of Canada’s most knowledgeable experts on the automotive industry. Murray specializes in the fields of business development of the independent automotive service and repair sector.

Murray is focused on the customer experience. In this episode, Murray differentiates customer service vs customer experience and their specific advantages and disadvantages.

The talking points of this episode can be found at remarkablersults.biz/e591.

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Doug Grills – 20 Questions in 30 Minutes [RR 589]

Doug Grills – 20 Questions in 30 Minutes [RR 589]

Welcome to another episode of 20 Questions in 30 Minutes. I’m with Doug Grills of AutoStream Car Care Center. Doug along with his partner Rick Levitan has been around the auto service business for over 25 years and has built their reputation by offering best-in-class service to their customers. Now he joins and answers his hand-picked questions on our format I call 20 Questions in 30 Minutes.

This episode highlights Doug’s early musical career and allowed us to understand how he uses his analytical skills to make decisions. He believes in process and that a strong culture is what people really buy into.

Find the key talking points, Doug Grills’ bio, and links to his previous episodes at remarkableresults.biz/e589

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Service Advisor Advice from Steve Shaw [RR 586]

Service Advisor Advice from Steve Shaw [RR 586]

Service advisor consultant trainer Steve Shaw of Steve Shaw Training brings his unique brand of training. Steve has some great ideas and concepts that can help you grow sales therefore dropping that margin gain directly to the bottom line. Steve Shaw teaches service advisors to get customers’ permission.

Steve shares 5 key reasons customers buy And he wants you to change the wording when you sell maintenance. There is also a simple approach to selling tires.

Steve also adds techniques in this episode. He advises, if you follow the tools and training you will sell more. He extends his understanding of customer behavior to your advantage. This episode can answer why customers buy and offer some great ideas on selling maintenance and tires.

Find the show notes at remarkableresults.biz/e586.

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