Customer Experience Archives

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