Customer Experience Archives

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.

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

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.

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.

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

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.

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.

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.

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

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.

Dave Kusa – 20 Questions in 30 Minutes [RR 583]

Welcome to another episode of 20 Questions in 30 Minutes. This format offers a quick, in-depth and on-point conversation like no other. You’ll hear from shop owner Dave Kusa from Autotrend Diagnostics, San Francisco, CA.

He talks about the impact of technology on his business, building a strong business culture, and getting training whenever you can. He also has some important tips about Gross Margin Hack which will be interesting once the episode hits the mid part!

Find the key talking points, Dave Kusa’s bio and links to his previous episodes at remarkableresults.biz/e583

This is raw, relevant and personal. All the necessary ingredients are concocted here to diminish your struggles and take you to the next level. Learn things aftermarket approved only here on the only remarkable results radio!

Improving Work Flow [THA 192]

Improving Workflow – THA 192

We are talking about Improving Workflow in the Shop. The panel gave their best in sharing disciplines and processes that work for them. If you are a student of process improvement you’ll appreciate the discussion and if you are not you’ll realize you must start.

The panel includes Mike Davidson, Parkway Automotive, Little Rock, Arkansas, and Industry Essentials with a DOL Approved Apprenticeship Plan, Corey Evaldi, Olmsted Auto Care, Olmstead, OH, Andrew Minkler, Bavarian Motor Repairs, Capital Heights, MD and Steve Wootton, Technical Adviser, Ultimate Auto, Truck and Equipment in Cromwell, CT.

The detailed key talking points can be found at remarkableresults.biz/a192. Remember you can use the talking points to help create your own next steps or meeting agenda.

Mike Davidson shares the most important question that he asks every one of his team members.

Delayed Maintenance: The Power of Appointments [THA 189]

THA 189 Delayed Maintenance – The Power of Appointments

This episode is about delayed maintenance and the power of appointments. You are going to find fascinating data and information that will help you make strategic changes in your business.

I’m with Bill Thompson, President, IMR Inc. / automotiveresearch.com and shop owner Brett Beachler, Beachler’s Vehicle Care and Repair, Peoria, IL

To see the data referenced in this Academy episode you can watch the video on the show notes page or find each chart on the show notes page.

BTW there is a ton of great advice here but don’t take my word for it, listen until the end, even in two sessions. Get all the key talking points on the website at remarkableresults.biz/a189

Margaret Palango – 20 Questions in 30 Minutes [RR 570]

Margaret is the Executive Vice President at Autoshop Solutions in Raleigh-Durham, North Carolina Area. She shares some great and applicable advice on grit and positive thinking while emphasizing on the importance of building trust and building better teamwork.

Margaret Palango also talks about how she relies on her intuition whenever there is a difficult decision to make. She never regrets listening to her intuition. She made her intuition stronger in her professional life.

Find the key talking points, Margaret Palango’s bio and links to his previous episodes at remarkableresults.biz/e570

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/e559

Six Shops in Eleven Years: The Story Behind This Explosive Growth [RR 557]

I’m with Matt Lachowitzer, a 6 location shop owner. Matt had aspirations to become a lawyer, but a fork in the road led him to be a technician and now shop owner; 6 shop locations in under 11 years. That is an amazing feat but it required a lot of work, a strong culture, pure process disciplines, and a total focus on the customer experience. Matt also has a body shop and an ADAS calibration center.

On his way to owning 6 locations, Matt Lachowitzer dropped out of school and started working In a local GM dealership. Matt shares how he grew and transformed his business with a top culture, an incredibly strong community presence, the Teddy Bear treasure, and the Girl Scout Cookie campaign that supports local food pantries and our veterans.

Learn all about these programs and more along with how he has integrated a lottery system in training and engaged his technicians to own and teach their in house training program.

Matt’s full bio and the key talking points can be found on the website at remarkableresults.biz/e557

Fake Reviews: How to Handle Them [THA 181]

Fake Reviews – THA181

Fake Customer Reviews, we’ve covered reviews in the past but never have we focused on Fake reviews; the Why they Happen, What to do about them and What should a response look like.

On the panel is Lauren Anderson from eight location Victory Auto Service, Minneapolis, MN, From Mighty Auto Pro in Medina, OH, and co-founder of Brakes For Breasts, Leigh Anne Best, and Mike Della Cruz, National Sales Manager, Broadly.com
And as per usual this panel delivered the goods and beyond, which is why you love listening to the Town Hall Academy.

See the show notes at remarkableresults.biz/a181 for the key talking points. Whoever in your company that manages reviews this is a must-listen.

Why We Have Loaner Cars [THA 180]

THA 180 Why We Have Loaner Cars

This episode showcases two shops that have loaner cars. The industry seems to be split on having loaners. This episode opens up a strong position and the reasons they have loaners.

My panel includes Greg Buckley, from Buckley’s Personalized Auto Care, Wilmington, DE and Tom Lambert, from Shadetree Automotive, Layton, UT

Greg just added three new vehicles and Tom has thirteen. There are support companies that help you with a digital and GPS loaner transaction. Find the show notes at remarkableresults.biz/a180

Tire Pro Wants Your Customer Experience to Be Your Differentiator [RR 548]

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…

THA 091: Workshop – Service Adviser Roleplay – Part 2

Service Adviser Role Play Part 2

Again this team digs deep to help aftermarket professionals learn more about the service advisor position. This is one of the most important and challenging jobs in the industry. The service adviser is the face of the business and is faced with building trust and strong relationships while generating profitable revenue.

Enjoy four different role plays and the ensuing discussion. Critique each role play yourself and enjoy the comments from this team. With me is Barry Barrett, Director of Training at RLO, Clint White, shop manager at Coopers Auto Repair Specialists in Tacoma, WA and John Vasquez, Service Adviser at Los Gators Auto Service Campbell, CA.

THA 069: Workshop – Service Advisor Roleplay – Part 1

Listen In On Four Different Roleplays of Service Advisor and Customer.

In this new Academy workshop format, learn as four different themed role plays are, played out for you. In each role play there is a customer, service advisor and an observer/coach who sums up in their own words what was great about the role play. The observer also suggests ways to improve.

The ‘actors’ are Lauren Giver, Service Advisor at Los Gatos Auto Service Campbell, CA, Barry Barrett, Director of Training at RLO and Clint White Shop Manager at Coopers Auto Repair Specialists in Tacoma, WA.

Access your own skills as a service advisor with this roleplay workshop. Owners, consider roleplays as a teaching strategy. Find the key takeaways from each role play at remarkableresults.biz/a069