Recorded Live at the 2024 MACS (Mobile Air Climate Systems) Training Event & Trade Show, shop owner Bill Snow discusses marketing strategies, the use of social media platforms, and the importance of authenticity in video marketing. Bill shares insights on audience preferences for lighthearted content and emphasizes professionalism and the value of every customer interaction in reflecting the business’s dedication to service.
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.
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.
Dane and Cathy Bailey discuss their transition from a franchise to independent operators, the importance of trust and reputation, and their unique approach to customer relations. The Baileys emphasize the significance of creating a welcoming environment, particularly for female clients, and the role of personalized gestures like thank-you baskets and branded gifts in building lasting relationships. They also explore the parallels between the automotive and real estate industries, highlighting the importance of professionalism and quality service.
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.
“AutoTechIQ helps car and truck owners identify problems their vehicles are having. We provide proven auto repair work that has solved similar issues thousands of vehicle owners have faced. We also recommend auto repair shops in your area based on trust, customer education, and quality of work. These shops inspect your car using a courtesy Digital Vehicle Health Inspection and create a state of health report with symptom information and necessary fixes.”
Frank Scandura and Krista Erickson discuss how AutoTechIQ aims to bridge the gap between shops and customers by creating better relationships through technology and transparency. The goal is to empower customers with knowledge and build trust.
Jeff Mont, owner of JJ’s Auto Service Center and Jeremy Glassco, founder of App Fueled, discuss the benefits of using apps in the automotive industry. Apps can be a valuable tool to engage with customers and increase customer loyalty. By offering valuable benefits and discounts, shops can make it worth their customers’ while to give their time and attention to their business. JJ shares his experience using App Fueled for his shop’s app, which includes a 10% discount on all purchases and a 5% rebate up to $50. He notes that the app has helped increase his shop’s average repair order by 15-16%.
Are you tired of the same old auto repair experience with poor customer service and no personal touch? Look no further than Adam and Son Auto Repair in Colorado Springs. Owner Dan Adam and VP of Social Impact and Strategy Stacy Burns, share their insights on creating a unique customer experience and positively impacting their community.
Dan Adam founded Adam and Son Auto Repair with a mission to improve the way auto repair businesses are run and provide exceptional customer service. He achieved this by defining 28 fundamentals that create behaviors for team members and ingrained them in the company culture through weekly messages and daily huddles. But the customer experience at Adam and Son doesn’t stop there. They have implemented social impact initiatives that provide free car repairs to single mothers, domestic violence victims, and disabled veterans through their Stranded Motorist Fund. This program aims to provide safe and reliable transportation to those in need and has gained positive feedback from the community. Adam and Son have gained high-quality customers who support their business by providing excellent customer service and making a positive social impact.
We are with Jimmy Lea from Kukui at ASTE 2022 with another important Google Update. We are always keeping you in the know as it relates to mother Google. Google is now giving more credibility and weight to customer reviews. It goes beyond their ranked star review and dives into what they wrote, word for word, literally. What does that mean for your shop?
They say a picture is worth a thousand words, but what about video? Video content has taken our world by storm, and if you’re not doing videos for your shop, you are behind. Keep listening to find out how to differentiate yourself from other shops using authentic stories from your customers and employees.
We are wrapping up our 3 part series with Bob Cooper and the Q&A discussion with a customer panel at the 2022 Elite Invitational. Chris Monroe joins us as we discuss websites, google ads and cause marketing. Don’t forget to download your complimentary Customer Care Guide and an Owners Job Description Guide by going to eliteworldwide.com/ARN or find the link in the show notes.
We are on Part 2 of our 3 Part series about customer perspectives with Bob Cooper. In this episode, Bob asks a panel of consumers at the 2022 Elite Invitational in San Diego about pricing competitiveness and how to recover when something goes wrong with a customer experience.
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Customer amenities aren’t just a snack bar and some coffee k-cups. It takes more to deepen a relationship. My panel of shop owners goes beyond the free wifi and beverages to really wow their customers and make that lasting impression. Amenities are your ultimate marketing tool for your business. Take Note!
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.
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It’s time to take a deep dive into Google Reviews. Why is it important to have a variety of star ratings instead of all 5 stars? Why do you need to respond to good and bad reviews? I’m with Jimmy Lea, Kukui Evangelist. Find out why your business must exist digitally in order to capture customers.
Marketing: Never Take Your Foot Off the Gas Pedal [RR 701]
It’s always a pleasure to sit down with the Shop Marketing Pro’s team. We recorded this at the 2021 ASTE Conference. Marketing is constantly evolving and as a business owner, it’s easy to push it to the back burner. So do you know when is the best time to be marketing? My panel explains the great mystery of life.
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CEO Margaret Palango Takes the Lead [RR 692]
I’m so honored to be speaking with the new CEO of Auto Shop Solutions, Margaret Palango. In this episode, Margaret shares how she went from a stay-at-home mom to her newly appointed position as CEO. You have to create opportunities for yourself and go for what you want. Her new role will encourage more women to join our industry. Listen and be inspired and strive to grow your confidence so you can reach your goals, take big leaps and make a difference.
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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/e610Listen and view episode notes
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.Listen and view episode notes
Carrie-Lynn Rodenberg, the owner of Turnkey Marketing, founded her boutique marketing firm after moving from New York where she was in charge of the direct response marketing for a 10 BILLION dollar company (Emblem Health). She went on to be the Director of Marketing and won the 2nd place Infusionsoft Ultimate Marketer Of The Year Award. Carrie-Lynn graduated…Listen and view episode notes
RR 479: Sara Fraser – Millennial Buying Habits and Tendencies
Millennials have become the largest generation recorded. So it is with a meticulous and careful analysis that we need to understand what do millennial customers want when it comes to vehicle service and repair. We need to adjust!
Sara Fraser is a millennial with over 15 years of retail management experience. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting.
She shares how millennials demand a level of service, convenience and digital finesse from whoever services their vehicles. Millennial customers can’t live without their smartphone, share great experiences, want fast communications, know how to post reviews and share on social media, and like at Amazon what things quick and fast. How do you adapt?Listen and view episode notes
Jeff Rudnick – Marketing Do or Die
We are talking about marketing. For some, it is like a root canal, for others they love pulling every marketing lever they have to generate traffic, loyalty, and revenue. You may dispute this, but marketing is one of the most important jobs in the company.
I’m with Jeff Rudnick from Pit Crew Marketing creator of eWardMe Auto Shop Reward card. Just one of Jeff’s areas of expertise is loyalty cards, however, he can talk on just about anything marketing. He is providing some great insights into the barrier he sees between management and the front of the store.
He says we are governed by the laws of retail, he provides some insights into converting ‘one and done’ customers into long-termers and shares his thoughts on measuring your marketing efforts. But he sees a huge communication gap between ownership and the service advisor as it relates to marketing campaigns.Listen and view episode notes
Building a Reputation Online
Back in the day where yellow pages, print ads, billboards and TV rule the marketing world, now it is almost irrelevant. It is not completely gone but it will be. We are experiencing an influx of all digital marketing. Marketing technology, Influencers and Data Science now rule the marketing scene. We are observing demographics, page ranks, reviews and so much data to gain advantage over the competition.
Brad Beeston an account executive at Podium brings some very key insights to your online reputation and some tactics behind managing it.Listen and view episode notes
Managing a Negative Online Review
The Academy panel will go over a 5 step process and go above and beyond by sharing their personal experiences.
So you got a “NEGATIVE” Review now what? Here is a 5 step process we are going to discuss: 1/ Two negatives don’t make a positive, 2. Find out what the heck really happened, 3. Take advantage of the learning opportunity, 4. Finalize a resolution, respond and over deliver, and 5. Review with staff and MOVE ON!
The Academy panel will go over this 5 step process and go above and beyond by sharing their personal experiences. Besides digging into these five steps we get into soliciting reviews, the four types of reviews, and sometimes a negative review can be an advertisement for your shop based on how you handle it and so much moreListen and view episode notes
Communications is the driving foundation of what meetings are about.
Many superior take-a-ways in this Academy lesson. If you are contemplating holding meetings or are holding them and you want to check in on other strategies, this is the perfect seminar.
Your team must know how important their presence is in a meeting. Meetings can help you innovate and stay in touch with the needs of your people and you can share the needs of the company.
Also, innovation requires you need to stick stuff up on the wall and meetings is a great place to make that happen. Always remember to never hog the meeting. Share the wealth. Everyone talks. Many different styles from a casual to formal agendas. Always remember the meeting is for your people.Listen and view episode notes