Customer Financing Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/customer-financing/ Auto Repair Business Success Stories Fri, 25 Apr 2025 05:34:59 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg Customer Financing Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/customer-financing/ 32 32 What’s The Worst Piece of Advice You’ve Ever Been Given in Business? [THA 397] https://remarkableresults.biz/remarkable-results-radio-podcast/a397/ Fri, 06 Sep 2024 19:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a397/

Join our panel of shop owners as they discuss the worst advice they’ve received in the automotive business: “Be the cheapest in town; it will get you more business.” “Don’t give a price over the phone.” “Don’t get personal.” “DVI’s are not worth the extra time.” “You’ll never make it because you’re too honest.” “Don’t hire a business coach.”

Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE.

Judy Zimmerman Walter, Zimmerman’s Automotive, Mechanicsburg, PA. Listen to Judy’s other episodes HERE.

Jesse Matthews, Matthews Mobile Mechanic LLC. Listen to Jesse’s other episodes HERE

Brian Winograd, Broadway Transmissions and More, Red Lion, PA

Show Notes

  • Watch Full Video Episode
  • Judy’s Experience with Cheap Advice (00:02:57) Judy shares her father’s experience with advice to be the cheapest to attract customers.
  • Bill’s Perspective on Pricing (00:03:47) Bill discusses the pitfalls of being the cheapest and the importance of quality over price.
  • Brian’s Insights on Industry Standards (00:06:29) Brian emphasizes the value of hiring professionals for quality work in any industry.
  • Communication of Value (00:10:46) Brian highlights the need for better communication of the value provided to customers.
  • Jesse’s Coaching Advice (00:12:22) Jesse recounts his father’s skepticism about business coaching and the importance of seeking guidance.
  • Brian on the Value of Websites (00:14:03) Brian recalls being advised against investing in a website, which he later found invaluable.
  • The Inner Business Person (00:16:44) Carm discusses the concept of the “inner business person” and its importance in business growth.
  • Judy’s Advice on Competition (00:17:47) Judy shares a piece of dubious advice about removing competitors’ oil stickers, highlighting ethical concerns.
  • Shop management systems (00:18:28) Discussion on the significance of effective shop management systems for profitability and efficiency.
  • Handling customer inquiries about pricing (00:20:45) Exploration of the complexities surrounding giving prices over the phone and customer engagement.
  • The art of conversation with customers (00:21:04) Emphasis on the need for better communication skills to engage customers effectively.
  • The value of customer trust (00:22:45) Discussion on how to build customer trust and the importance of in-person interactions.
  • The role of visual aids in service (00:26:12) Highlighting the effectiveness of visual aids in explaining vehicle issues to customers.
  • Customer misconceptions about vehicle maintenance (00:27:20) Addressing common customer beliefs about car longevity and the need for regular service.
  • The value of coaching in business (00:28:30) Discussion on the advantages of hiring coaches for personal and business growth.
  • Mentorship groups as a resource (00:31:34) Exploring the benefits of mentorship groups for shop owners seeking guidance and support.
  • Accountability in coaching (00:34:35) The importance of having a coach who holds you accountable for your business actions.
  • Discussion on Humility and Growth (00:34:48) Brian shares his journey of learning humility and the importance of accepting advice for personal growth.
  • Confession and Reflection (00:37:12) Carm acknowledges Brian’s confession about recognizing personal issues as a barrier to success.
  • Advice on Social Media (00:37:49) Carm warns against seeking advice on social media, emphasizing it can lead to poor decision-making.
  • Critique of Low Pricing Strategies (00:38:21) Judy discusses the dangers of lowballing business prices to attract customers, advocating for value instead.
  • Integrity in Business Practices (00:39:15) Brian reflects on the importance of honesty in business, sharing a personal story about integrity.
  • Finding Mentorship and Growth (00:41:47) Jesse emphasizes the value of mentorship and learning from various sources to improve business practices.
  • Shift from Training to Education (00:43:10) Carm proposes changing the terminology from “training” to “education” to enhance the learning experience.
  • Personal Investment in Business (00:44:25) Bill stresses the importance of taking business personally and aligning it with core values for success.
  • Educating Customers (00:46:06) Carm concludes with the need to educate customers about services rather than simply responding to their demands.

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Thanks to our Partner, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/

Thanks to our Partner, Today’s Class

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/Connect with the Podcast:

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]]> Service Advisor Role Play #7 [THA 366] https://remarkableresults.biz/remarkable-results-radio-podcast/a366/ Thu, 08 Feb 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a365/

Through role playing exercises, our panel demonstrates different approaches to selling and communicating with customers. They emphasize the importance of understanding customer needs, building rapport, and being direct when necessary. The discussion covers the significance of tone, trust-building, technical knowledge, and authenticity in customer interactions. The episode concludes with a focus on continuous learning and the value of a supportive work environment.

Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE.

Matt Bellinger, Service Plus, Watertown, NY

Ali Norton, Rozema’s Car Care in Hudsonville, MI.

Lee Fleming, SA Coach with Empowered Advisor

Megan Dineff, Ervine’s Auto Repair and Grand Rapids Hybrid, Grand Rapids, MI

Show Notes:

  • Watch Full Video Episode
  • Previous Service Advisor Role Play Episodes
  • Megan’s role-play (00:03:31) Megan, as the “friendship advisor,” interacts with a customer and presents service recommendations.
  • Discussion on customer buying style (00:06:48) Analysis of Megan’s approach as a “friendship advisor” and its relevance to customer interactions.
  • Matt’s role-play (00:09:44) Matt, as the service advisor, interacts with a direct dominant customer and presents service recommendations.
  • Discussion and feedback on Matt’s role-play (00:11:37) Feedback and analysis of Matt’s role-play, focusing on adapting to the direct dominant customer’s buying style.
  • Discussion on adapting to customer style (00:13:06) Importance of reading and adapting to the customer’s communication style and preferences.
  • Ali’s role-play (00:17:50) Ali, as the service advisor, interacts with a technical customer and engages in initial conversation.
  • Technical training impact (00:21:48) Discussion on the impact of technical training on service advisors and its potential misuse.
  • Adapting to customer buying style (00:25:20) Advisors discuss the importance of adapting to the customer’s buying style and the need to gauge their interest in technical information.
  • Reading customer tone and style (00:27:26) Advisors share experiences and techniques for reading and adapting to customer tone and buying style.
  • Building trust with new clients (00:33:44) Strategies for building trust and relationships with new clients, focusing on value proposition and setting expectations.
  • Providing the Best Customer Experience (00:36:30) Tips on how to communicate to customers that they will receive the best experience at the auto repair shop.
  • Empowering Customers to Ask Questions (00:37:23) Encouragement for customers to ask questions and for service advisors to be open to asking technicians for information.
  • Being Authentic with Customers (00:38:19) The importance of being authentic with customers and ensuring that correct information is provided, even if it means putting them on hold.
  • Learning from Customers (00:40:23) The value of learning from customers and the impact of technical training on the industry.

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast

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-Special episode collections: https://remarkableresults.biz/collections

 

 

 

 

]]> Why CRM is Vital to Automotive Shop Success Part 2 [THA 365] https://remarkableresults.biz/remarkable-results-radio-podcast/a365/ Thu, 01 Feb 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a364/

Customer Relationship Management (CRM) systems are more than just tools; they are the lifeline of customer engagement and business growth.

Explore strategies for identifying and re-engaging lost customers, adapting CRM practices to changing customer behaviors, and personalizing communication.

Gregg Rainville, Steer by Mechanic Advisor. Greg’s previous episodes HERE

Jessica Carrino, Sparks Tire & Auto, St. Charles, MO. Jessica’s previous episodes HERE

Jaron Kleber, Repair Shop of Tomorrow, National Sales Manager. Jaron’s previous episodes HERE

Steve Finzel, Finzel’s Mastertech, Terre Haute, IN. Steve’s previous episodes HERE

Show Notes:

  • Watch Full Video Episode
  • Why CRM is Vital to Automotive Shop Success Part 1 [THA 359]: https://remarkableresults.biz/remarkable-results-radio-podcast/a359/
  • Effective CRM management (00:02:12) The importance of actively managing a CRM system to maximize its potential and impact on the business.
  • Quality assurance in CRM (00:03:23) The importance of testing and ensuring the accuracy and effectiveness of marketing materials and communication sent through CRM.
  • Customer communication preferences (00:05:05) Discussion on the shift towards text messaging as a preferred mode of communication and its impact on customer engagement.
  • Email collection and personalization (00:08:25) Strategies for collecting email addresses and personalizing communication to enhance customer interaction and response rates.
  • Continuous process improvement with CRM (00:14:36) The need for ongoing review and improvement of CRM processes to adapt to changing business dynamics and customer preferences.
  • Identifying Lost Customers (00:18:23) Strategies for identifying lost customers based on seasonal changes and evolving customer behaviors.
  • Adapting to Changing Customer Behaviors (00:19:28) Adjusting lost customer parameters due to changes in vehicle maintenance intervals and driving habits post-COVID.
  • Utilizing CRM for Customer Engagement (00:20:38) Leveraging CRM data for customer engagement, tracking visit frequency, and utilizing CRM for personalized communication.
  • Benchmarking and Regional Data (00:23:22) Understanding CRM benchmarks, lead conversion rates, and the significance of regional data for performance evaluation.
  • Leveraging CRM Data for Business Improvement (00:24:24) The role of CRM data in formulating business strategies, performance improvement, and the value of coaching support.
  • Optimizing CRM Communication (00:27:30) Efficient use of CRM for automated communication, personalized messages, and improving customer experience.
  • Consistent Communication through CRM (00:28:01) The use of canned texts and consistent communication through CRM for enhanced customer experience.
  • Customer Review Management (00:32:28) Leveraging CRM for timely customer review requests and strategies for improving review response rates.
  • Shop Management Coaching (00:36:07) Discussion about the potential for shop management coaching and consulting services for software systems.

Thanks to our Partner, NAPA TRACS

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Connect with the Podcast

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

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-Special episode collections: https://remarkableresults.biz/collections

 

 

 

 

]]> Why CRM is Vital to Automotive Shop Success [THA 359] https://remarkableresults.biz/remarkable-results-radio-podcast/a359/ Thu, 21 Dec 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a360/

Our panel discusses the importance of Customer Relationship Management (CRM) in the success of auto repair shops. They highlight CRM’s role in client retention, communication, and building trusted relationships. The discussion also covers the significance of integrating CRM with shop management systems and the potential for automation and reminders based on customer data. The panelists stress the importance of the first 100 days in the customer journey, the need for consistent touchpoints, and personalized communication.

Gregg Rainville, Steer by Mechanic Advisor.

Jessica Carrino, Sparks Tire & Auto, St. Charles, MO.

Jaron Kleber, Repair Shop of Tomorrow, National Sales Manager. Jaron’s previous episodes HERE

Steve Finzel, Finzel’s Mastertech, Terre Haute, IN. Steve’s previous episodes HERE

Show Notes:

  • Watch Full Video
  • Client Retention and CRM (00:00:01) Discussion about the importance of CRM in client retention, communication, and building trusted relationships.
  • Integrating CRM with Shop Management System (00:03:33) Importance of connecting CRM to the shop management system for consistent messaging and customer communication.
  • Turning Customers into Clients with CRM (00:05:45) Exploring the potential of CRM to turn customers into loyal clients by setting up reminders for future service needs and sales opportunities.
  • The first 100 days with a new customer (00:08:34) Discussion on the importance of communication and touchpoints with new customers in the first 100 days, including feedback, check-ins on deferred services, and personalizing communication.
  • Customer retention through CRM (00:10:13) Exploration of the use of CRM systems to retain customers, including advanced filtering, finding lost customers, and maintaining communication through touchpoints.
  • Utilizing Google reviews for reputation and new customers (00:12:23) The significance of Google reviews in building reputation and attracting new customers, with personal experiences shared by shop owners and the effectiveness of implementing a CRM program.
  • Managing legacy customers and effective communication (00:18:15) Tips on how to engage with legacy customers through personalized gestures and the importance of clear and relevant communication.
  • The role of service advisors in CRM (00:19:45) Exploring the role of service advisors in editing inspections, communicating with customers, and ensuring proper integration with CRM for effective customer engagement.
  • The importance of email reminders (00:24:09) The panelist shares a personal experience of receiving an oil change reminder through text, which prompted them to book an appointment after receiving an email reminder later.
  • Utilizing data and training for CRM success (00:25:16) The panelist discusses the significance of tracking and measuring data in CRM, as well as the importance of training employees on accessing and utilizing the available data.
  • Improving customer experience with CRM (00:25:47) The panelist emphasizes the need for a customer success team that focuses on analyzing data and making marketing decisions based on shop management system data.
  • The first touchpoint (00:30:46) Checking in with the customer two days after the visit, ensuring their satisfaction and introducing the CRM’s communication benefits.
  • The third touchpoint (00:31:31) Reminding customers about any declined repairs from the DVI 30 days later, using text and email to grab their attention.
  • The 60-day touchpoint (00:32:18) Sending a friendly text with a list of declined services, making it more humanized and including a call to action scheduling link.
  • Integration of CRM with shop management systems (00:38:14) Mention of the need for CRM to work with existing systems.

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. https://www.delphiautoparts.com/

Connect with the Podcast

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

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-Special episode collections: https://remarkableresults.biz/collections

 

 

 


]]> Thriving Through Our Economic Challenges [THA 357] https://remarkableresults.biz/remarkable-results-radio-podcast/a357/ Thu, 07 Dec 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a356/

Recorded Live at AAPEX 2023, Greg Bunch and Matt Fanslow discuss the impact of the current economy on the automotive aftermarket industry. They explore various aspects of business such as margins, marketing, training, hiring, labor rates. The conversation also covers the potential loss of independent repair shops, and the need for better communication with customers.

Greg Bunch, Aspen Auto Clinic, Transformers Institute. Listen to Greg’s previous episodes HERE.

Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast

Show Notes:

  • Watch Full Video
  • The state of the economy and its impact on the automotive aftermarket industry (00:00:01) Discussion about the current state of the economy, including worldwide conflicts, division, interest rates, and inflation, and how it may affect the automotive aftermarket industry.
  • The importance of customer loyalty and salesmanship (00:03:51) Exploration of the significance of customer loyalty and salesmanship in retaining customers and attracting new ones, with a focus on providing a frictionless experience.
  • Improving business operations and paying attention to every area (00:05:52) Discussion on the need to run automotive businesses more efficiently, including honing sales skills, improving phone skills, enhancing customer service, and reducing friction in customer interactions.
  • The customer journey (00:09:50) Discussion about the concept of a customer journey and its importance in the automotive repair industry.
  • Engineering touchpoints (00:11:41) The importance of considering and engineering each touchpoint of the customer journey to create positive feelings and experiences for the customer.
  • The Bear TV show (00:16:07) A discussion about the TV show “The Bear” and its relevance to the automotive repair industry, particularly in relation to providing the best customer experience.
  • The importance of customer experience and communication (00:19:25) Discussion on the significance of providing a frictionless experience for customers and improving communication in auto repair shops.
  • The impact on ‘mom and pop’ shops (00:33:17) Discussion about the challenges faced by smaller independent repair shops in keeping up with technology and training.
  • The misconception about dealerships and independent shops (00:35:46) Exploration of the false narrative that dealerships are better equipped to handle newer cars, while independent shops are only suitable for older vehicles.
  • The future of shops and the role of technology (00:39:45) Debate on the potential impact of technology, such as remote programming and diagnostic tools, on the survival and success of automotive repair shops.
  • The challenges of the current economy (00:42:20) Discussion about the impact of the economy on the automotive aftermarket industry and the challenges faced by businesses.

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. http://DelphiAftermarket.com

Connect with the Podcast

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

 

 

 


]]> Deferred Work: A Sales Growth Tactic [THA 354] https://remarkableresults.biz/remarkable-results-radio-podcast/a354/ Thu, 16 Nov 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a354/

Join our panel as they discuss the use of deferred work as a sales growth tactic. They share their insights on the importance of effective communication, customer education, and creating a positive exit experience. They also highlight the role of CRM systems, DVI’s, and proactive maintenance. Remember, the key to success in selling deferred work lies in discipline, process, and repetition.

Tom Schearer, Schearer’s Sales and Service, Allentown, PA. Tom’s previous episodes HERE

Bill Greeno, Quality Automotive Servicing, Truckee, CA. Bill’s previous episodes HERE

Jaron Kleber, Repair Shop of Tomorrow, National Sales Manager. Jaron’s previous episodes HERE

Show Notes:

  • Watch Full Video
  • The discovery conversation and setting expectations (00:04:03) The importance of having a conversation with clients to set expectations about the service process and timeline.
  • The exit experience and creating a positive lasting impression (00:04:49) The significance of providing a positive exit experience for customers to encourage repeat business and referrals.
  • Bringing back the personal touch after the touchless experience (00:06:57) The need to reintroduce personal interactions with customers after the touchless experience during the COVID-19 pandemic.
  • The importance of asking questions (00:08:49) The importance of having a conversation with customers and asking them questions to understand their concerns and needs.
  • Deferred work as a liability (00:10:16) The potential risks of deferred work, emphasizing that shop owners are responsible for ensuring the safety of customers’ vehicles and can be held liable for any accidents or issues related to deferred maintenance.
  • Transitioning to proactive maintenance (00:13:39) The need for shops to transition from a reactive mindset to a proactive maintenance approach, using digital inspections and technology to educate customers about the maintenance needs of their vehicles.
  • The importance of vehicle inspections and customer involvement (00:18:30) Discusses the significance of conducting vehicle inspections and involving customers in understanding how they use their vehicles.
  • Managing and leading deferred work (00:21:39) Explores strategies for managing and leading deferred work, including the frequency of contacting customers and offering incentives to schedule repairs.
  • The importance of CRM and phone calls (00:26:07) Discussing the effectiveness of CRM systems and the percentage of customers responding to phone calls and utilizing coupons.
  • Building trust and scheduling future appointments (00:30:10) The significance of human interaction in building trust and the potential for scheduling future appointments based on client history and vehicle data.
  • The importance of complete inspections (00:35:01) Discusses the significance of providing a complete inspection to customers and educating them on its importance.
  • Consequences of not addressing issues (00:36:00) Talks about the consequences that customers may face if they don’t address the issues in a timely fashion.
  • Setting expectations and building relationships (00:36:54) Highlights the importance of reminding customers that they are valued clients and explaining how the shop operates, including follow-ups and addressing deferred work.

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. http://DelphiAftermarket.com

Connect with the Podcast

-Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

-Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/

-Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/

-Follow on Twitter: https://twitter.com/RResultsBiz

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

 

 

 


]]> THA 129: Customer Financing Options https://remarkableresults.biz/town-hall-academy/a129/ Thu, 25 Jul 2019 09:13:28 +0000 https://remarkableresults.biz/?p=26322

Check out this episode’s Customer Financing Options. What options do you have to help your customers with credit choices? 



There are many vendor credit options to choose from and they are great. Maybe you don’t use them, maybe you should. No one wants a customer to walk out on a major purchase especially safety-related. This session is here to help you capture more of the big-ticket jobs.

You just may hear a financing option idea or two that you’ve never considered. And that is exactly what we do here, push the envelope on strategies and ideas to help you grow as a leader and build your business.

Hear about the acceptance rate of vendor finance programs and a few creative ideas on how to lock in customers with a pre-payment plan. Ever do a comparison of buying new or used vs fixing the vehicle that needs all the work?  Have you ever heard of the M & D loan? You are about to.

The Panel:

Amy Mattinat is the owner and manager of Auto Craftsmen in Montpelier, VT. Her shop is an ASE Blue Seal Shop, AAA approved and she is a member of ASA, SBN & WIAC.  Along with running her independent repair shop, she is able to combine her three passions: teaching small business owners how to run a successful business, teaching car care and safety to the general public and educating young people about the many career opportunities available in the auto care industry.

Amy was awarded the  2012 Top Female Shop Owner of the Year!

The award was given by the Car Care Council Women’s Board, Honored as a 2014 Professional Woman of the Year by the National Association of Professional Women, Awarded the 2015 U.S. Small Business Administration’s Vermont Women-Owned Business of the Year, Awarded the 2016 AAA Business of the Year in Vermont and served as President of Women in Auto Care 2014 through 2016. Listen to Amy’s previous episodes HERE.

Leon Martin owner of Auto Tech Services in Rochester, WA, graduated from “corncob college” as his father would say… The School of Hard Knocks… 1st – Eighth-grade training plus self-study courses. He is just a farm boy out of southern Illinois. Leon’s first formal training was by DANA and a ‘Doctor of Motors’ degree in September 12, 1972

Leon has been ASE certified since 1985…A1-A8 L1 C1 and his shop is an ASE Blue Seal Affiliate. He is a Management Success graduate, Repair One Graduate, E-Myth Business Mastery, AMAM Accredited Master Automotive manager and a Ned Tomarchio Supremacy Automotive Graduate. He is part of Elite Pro-service with Bob Cooper and Jim Murphy

Leon moved to Rochester, Washington in 2006.

He assist a local auto service and working out of a small 29 x 40 shop with a miniature office area. With the help of great people and dedicated techs, the sales average grew with a 20% increase per year for 8 years! Operating at a neighbor to neighbor, bumper to bumper slogan, the shop grew faster and ran out of space.

He looked for options because he needs to continue serving his customers in a timely and efficient manner.

Considering the challenges like getting permits, restrictions, zoning, costs and new building hindered their progress moving forward. His team started making plans with an existing facility and renovate to their standards. This new project ends up with six bays, additional service area which is future expansion. This also includes a very intense focus on being clean and “green” with a commitment that benefits the environment and mankind!

Providence lent his hand!

Leon and his team lease/purchase of the present location 18225 Pendleton Street, Rochester, Washington. It is a 4.4-acre property. Not only they are able to assist more clients, they actually have room to park, with all security cameras/chain link fencing in place, and protecting their client’s vehicles as compared to the small 3/8 acre property they moved from.

Leon’s shop offers a complete auto to light truck service

, under-hood,under-car, and bumper to bumper service! He welcomes visits anytime from clients. He even welcomes competition and calls them family. Anybody assisting in the healing world of automobiles is a part of their family. He and his team are willing to share information to assist in any way they can. They believe in the ethics of honesty and putting people ahead of the money. They want to treat all customers the way they want to be treated. This is his mission!  Listen to Leon’s previous episodes HERE.

Key Talking Points:

Leon:

  • Uses the NAPA EZ-Pay program that is 6 months same as cash
    • Encourages his customers to pay the amount in less than 6 months so they do not get any surprises
    • Savvy with his recommendations on all his credit options
    • Has a 78% acceptance rate because he knows people have good credit.
    • The time to pay for the service is attractive
    • They will come back and use their card over and over to access the 6 months same as cash  
    • There is a minimum of $199 to finance
    • On his NAPA program if they use the card the warranty jumps to 3/36 on whatever was financed 
    • A young person who is working on establishing credit and they can get a co-signer this helps   
  • The time it takes Leon is about two minutes.
    • He does it while on the phone
    • Many customers say yes to invest two minutes to find out if they qualify
  • If he sees them waffle on 6 months he will offer one year same as cash for an additional fee. He is paying the fee to get them the extended terms which is why he charges for it.
  • His average RO is $900 for the last 5 years
  • He also uses an outside firm for financing he goes to that option one in twelve
  • Most vehicles are disposed of at ⅓ of their life.
    • The average vehicle in his shop is at 125K miles. If they are willing to go to 250K they will benefit by keeping their vehicle 

  • Leon’s M & D loan (Mon and Dad)

    • Some can, some can’t 
    • Parents could co-sign on a 6-month program
  • Pre-payments. Customers will pay over-time for work that needs to get done
  • Leon offers to leave their vehicle if they don’t have the money.
    • He will keep the vehicle until paid
      • Fenced in area or drive inside each evening. You must secure the vehicle
  • Leon’s white sheet tactic used for situations with a large expense $2,000 to $8,000
    • If the vehicle worth repairing.
    • If Leon and technician feels it is worth it
    • Do not spend any money on the vehicle if they don’t like the vehicle. If the answer is yes then the white sheet comes out 
      • 1. Estimate the cost of a new purchase. Estimate the sales tax for a new vehicle
      • 2. Insurance differential on current vehicle vs the new
        • Look at that cost over three years. That is why you are investing in the repair of your current vehicle to get it to last another three years
      • 3. Depreciation
    • If this is a go, then a full health review of the vehicle that can determine all the right moves to bring the vehicle up to spec

Amy:

  • She does not recommend holding paper. It will hurt your cash flow. With all the other options available you should never hold a customers debt for service rendered
    • If she does she makes the final decisions and would do only one or two a year
  • She discovered a program called VIP
    • People pay forward, like a budget plan.
    • What they wanted to pay per month, using their credit card.
    • They get a 10% credit.
      • If they pay $100 per month they would get a $10 credit on their account 
    • It is a budget plan with a separate bank account to protect the money
    • It helps build loyalty
    • Accounts are designated VIP. They get the best perks
    • They are the best advocates for the shop

 

Resources:

  • A special thanks to Amy Mattinat and Leon Martin for their contribution to the aftermarket.
  • Books Page HERE
  • Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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