Customer Reviews Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/customer-reviews/ Auto Repair Business Success Stories Wed, 11 Feb 2026 19:53:23 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg Customer Reviews Archives - Remarkable Results Radio https://remarkableresults.biz/captivate-tag/customer-reviews/ 32 32 The Digital Front Door For Auto Repair: SEO, Google, and Website Marketing [THA 471] https://remarkableresults.biz/remarkable-results-radio-podcast/a471/ Fri, 06 Feb 2026 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a469/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Megan Dineff of Ervine’s Auto Repair and Grand Rapids Hybrid and EV joins marketing specialist Dan Vance of Shop Dog Marketing to explore the evolving relationship between websites and the future of search.

They explore why a website remains the digital “front door” of a business, where customers decide whether to call. From using real photos to build credibility, to protecting leads through better phone protocols, to preparing for AI-driven search, this episode delivers practical insights for modern shop owners.

Key takeaways:

Building Trust Through Authenticity: Megan explains why the shop’s website avoids stock photos and instead highlights their real team. Showing familiar faces builds instant comfort and credibility. A great website should “ooze trust” and reflect the shop’s personality, so prospects feel like they’ve found their “forever home.”

The 70% Rule: Studies show that nearly 70% of callers have already decided to do business before picking up the phone. The group discusses how poor phone handling can “put water on the candles.”

AI and the Return of Content: Dan explains why content matters more than ever in the age of AI. Search models now “race to your website” to gather information. Shops must create clear, helpful content, not just for people, but for the algorithms that determine future visibility.

The Power of Partnership: Megan shares a cautionary story about accidentally shutting down the shop’s Google Business Profile and the importance of having a trusted expert to resolve “black box” marketing issues. The group agrees: owners should focus on culture and leadership while relying on skilled partners to navigate the digital landscape.

Timestamps

00:00:00 – Introduction
00:04:00 – The “No Strangers” Policy Megan Dineff explains her strict rule against using stock photos on her website.
00:06:30 – Skinny Ties & The Corner Piece Dan Vance compares marketing trends to fashion fads (like skinny ties), arguing that while trends change, the website remains the “solid corner piece” and the central data source for the business.
00:10:00 – The Owner/Marketer Relationship Discussion on the division of labor.
00:19:00 – The 70% Rule The group discusses the statistic that 70% of callers have already decided to use the shop before they ring.
00:28:00 – Cautionary Tale: Deleting Google Megan shares a story about accidentally shutting down her Google Business Profile by changing the name, emphasizing the importance of having an expert partner to fix “black box” issues.
00:31:00 – AI and Writing for Robots Dan argues that content is returning as king because of AI. Even if humans don’t read long website text, AI models do. Shops must now “write for robots” to ensure AI platforms recommend them.

When Customers Ask AI First: What Shop Owners Need to Know [RR 1071]: https://remarkableresults.biz/remarkable-results-radio-podcast/e1071/ 

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

Dan Vance, Shop Dog Marketing.com

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, 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/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Connect with the Podcast:

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

– Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

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

– The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

– Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

– Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

– Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

– The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

– The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

– Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm

 

 

]]> Google Endorsed: Leveraging Local Service Ads (LSAs) to Differentiate Your Shop [THA 457] https://remarkableresults.biz/remarkable-results-radio-podcast/a457/ Fri, 31 Oct 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a456/

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

This episode takes a deep dive into the evolution of digital marketing in the automotive repair industry, with a strong focus on Google’s Local Service Ads (LSAs), website performance, and empathetic customer engagement.

Connor Tracy and Jeff Jackson unpack how LSAs are transforming how shops attract and convert customers. They explain Google’s rigorous verification process and how LSAs differ from traditional pay-per-click models by emphasizing verified leads, call monitoring, and actual revenue generation over vanity metrics like clicks.

Beyond advertising, the discussion touches on ways to stand out, like adding live scheduling, using empathetic CRM communication instead of constant sales pitches, and avoiding wasted ad spend that doesn’t deliver results..

The takeaway: combine technology, transparency, and authentic communication to create trust, efficiency, and loyalty—building a digital presence that drives real business growth.

Connor Tracy, and Jeff Jackson KUKUI

Connor’s previous episodes HERE

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, 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/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Connect with the Podcast:

 

 

]]> Process Engineering: Six Sigma for Auto Shop Efficiency and Growth [RR 1057] https://remarkableresults.biz/remarkable-results-radio-podcast/e1057/ Tue, 16 Sep 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1056/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

David Boyd, Six Sigma Black Belt, emphasizes that defined processes and systems are essential for shop efficiency and growth. Every task follows a process, whether recognized or not, and “rapid toggling” (doing the same job differently each day) leads to chaos.

Key Insights:

  • Define Processes: Ask “Why do you do it that way?” to uncover gaps and create consistency.

  • Use DMAIC: Define, Measure, Analyze, Improve, Control, establish “normal” and fix what’s “abnormal.”

  • Apply Lean Thinking: Reduce wasted motion and idle time (e.g., proper tool placement, faster approvals).

  • Link KPIs to Action: Observe workflows directly (“management by walking around”), not just reports.

  • Commit to Continuous Improvement: It’s a loop, not a one-time fix.

  • For MSOs: Scaling requires standardized systems and local accountability.

The payoff: higher efficiency, stronger customer experience, productive technicians, fewer mistakes, and sustainable growth.

David Boyd, https://www.callinbound.com/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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:


 

 

 

 

 

]]> A Phone Call Is Worth a Thousand Emails [RR 1056] https://remarkableresults.biz/remarkable-results-radio-podcast/e1056/ Tue, 09 Sep 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1055/

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

In today’s fast paced industry, automation and digital tools like texts, emails, and online bookings make business easier but often leave interactions feeling “people free.” Convenience can come at the cost of real customer relationships, reducing decisions to price alone.

Mike Carrillo, founder of Autoshop Follow-Up, reminds shops that while automation has its place, nothing replaces the power of a phone call. His company helps shops bring back that personal touch, building the know, like, and trust factor every business depends on.

Why phone calls matter:
• Build trust and loyalty by making customers feel valued.
• Prevent lost business by uncovering issues before they turn into bad reviews.
• Gain insights you can’t get from analytics alone.
• Challenge digital norms: 40% of calls get answered, even by younger generations.
• Ensure consistency with dedicated ambassadors who represent your shop’s culture.

Texts are great for generating reviews, but they miss the middle ground where future revenue lies. A thoughtful follow-up call turns transactions back into relationships, because at its core, auto repair is a people business.

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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:


 

 

 

 

 

]]> Ring to Revenue: The Power of the First Hello [THA 448] https://remarkableresults.biz/remarkable-results-radio-podcast/a448/ Fri, 29 Aug 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a447/

Thanks to our Partners, NAPA TRACS, and Today’s Class

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, 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:

]]> The Personal Touch in a Digital World: Why Outbound Calls Still Matter [THA 447] https://remarkableresults.biz/remarkable-results-radio-podcast/a447/ Fri, 22 Aug 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a446/

Thanks to our Partners, NAPA TRACS, and Today’s Class

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, 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:

]]> Uber, Loaners, and Shuttle Solutions for Automotive Clients [THA 446] https://remarkableresults.biz/remarkable-results-radio-podcast/a446/ Fri, 15 Aug 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a445/

Thanks to our Partners, NAPA TRACS, and Today’s Class

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, 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:

]]> People 101: Why Soft Skills Drive Hard Results [THA 445] https://remarkableresults.biz/remarkable-results-radio-podcast/a445/ Fri, 08 Aug 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a444/

Thanks to our Partners, NAPA TRACS, and Today’s Class

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, 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:

]]> Mastering Active Delivery: The Key to Lasting Customer Relationships [THA 440] https://remarkableresults.biz/remarkable-results-radio-podcast/a440/ Fri, 04 Jul 2025 19:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a439/

Thanks to our Partners, NAPA TRACS, and Today’s Class

Show Notes:

  • Watch Full Video Episode
  • Introduction (00:00:00)
  • The Importance of Active Delivery (00:02:31)
  • Setting Relationship Expectations from the Start (00:04:10)
  • Systematizing Customer Interactions (00:07:14)
  • Building Rapport and Mirroring Customers (00:09:18)
  • Consistency Across All Touchpoints (00:12:47)
  • Managing Digital and In-Person Experiences (00:22:34)
  • Using Tools to Support Consistency (00:25:25)
  • Adding Human Touch to Digital Interactions (00:26:58)
  • Explaining Value and Quality Control (00:28:07)
  • Never End on the Dollar Amount (00:32:23)
  • Training New Staff in Active Delivery (00:33:29)
  • Evaluating and Developing Staff (00:35:05)
  • Differentiating Your Shop & Consistent Messaging (00:36:50)
  • Love, Grace, and Emotional Connection (00:37:27)
  • Valuing Your Team and Business (00:41:00)
  • Building Trust and Referrals Over Time (00:43:36)
  • Communication Styles and Personalization (00:44:36)

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, 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:

]]> Artificial Intelligence Marketing: Watering Holes, Personas, and Automotive Branding [RR 1029] https://remarkableresults.biz/remarkable-results-radio-podcast/e1029/ Tue, 04 Mar 2025 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1028/

Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network

This episode covers the critical role and impact of AI on marketing, the importance of persona marketing, and effective branding strategies. Learn about “watering holes,” referring to identifying where potential customers spend their time online and offline, and how to effectively use persona marketing to target specific demographics. Dan stresses the importance of branding and community involvement, asserting that successful shops prioritize building brand recognition and relationships within their local areas. He also warns about trusting AI implicitly, referencing instances of AI being inaccurate.

Dan Vance, Shop Dog Marketing.com

Show Notes

  • Watch Full Video Episode
  • TST Big Event, March 29th, 2025: https://www.tstseminars.org/
  • Shop Dog Marketing at Shop Dog Marketing.com. “Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.
  • Introduction to the Episode (00:00:00)
  • AI in Marketing (00:01:02)
  • The Importance of Networking (00:02:02)
  • Consumer Behavior and Marketing (00:04:04)
  • Bullet Points vs. Detailed Content (00:05:54)
  • Creating Memorable Customer Experiences (00:06:32)
  • Identifying Customer “Watering Holes” (00:08:29)
  • Privacy Concerns in Marketing (00:09:41)
  • The Rise of Persona Marketing (00:10:55)
  • AI’s Impact on Search Results (00:11:59)
  • The Role of AI in Marketing Strategies (00:13:08)
  • Caution with AI Information (00:14:12)
  • Human Element in Marketing (00:17:34)
  • Client Review Analysis (00:18:46)
  • Women’s Expectations in Service (00:21:20)
  • Impact of Professional Image (00:22:57)
  • Targeting Ideal Customers (00:25:12)
  • Purposeful Marketing Strategies (00:25:43)
  • The Need for Customer Understanding (00:26:26)
  • AI’s Role in Content Creation (00:28:07)
  • Changing Landscape of AI (00:28:29)
  • User Behavior and Decision Making (00:31:11)
  • Branding in the Automotive Industry (00:31:55)
  • Community Involvement for Branding (00:32:57)
  • Conclusion and Call to Action (00:34:38)

Thanks to our Partners, NAPA Auto Care, NAPA TRACS and Automotive Management Network

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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/

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

Connect with the Podcast:

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

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

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

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

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

-Visit the Website: https://remarkableresults.biz/

-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

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

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

 

 

 

 

]]> Artificial Intelligence: Friend or Foe? A Shop Owner’s Guide [THA 417] https://remarkableresults.biz/remarkable-results-radio-podcast/a417/ Fri, 24 Jan 2025 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a416/

Thanks to our Partners, NAPA TRACS, and Today’s Class

Discover how to harness AI tools effectively in business with two experts from Optimize Digital Marketing. They share practical tips on using AI to streamline operations, generate creative marketing ideas, optimize SEO, and improve customer interactions—all while maintaining a personal touch. Learn how to balance AI’s efficiency with human creativity and judgment, avoid pitfalls like bias and plagiarism, and make AI work for you without losing authenticity.

Doug Robison, Director of Sales and Partnership, Optimize Digital Marketing 

Jordan Greene, Director of Product and Partner, Optimize Digital Marketing 

Show Notes

  • Watch Full Video Episode
  • Discussion on AI (00:00:00)
  • “Add You to It” Concept (00:02:13)
  • Cautions with AI Use (00:03:56)
  • AI in Customer Interactions (00:05:08)
  • Risks of AI Responses (00:06:18)
  • Personalization in AI Responses (00:07:29)
  • AI’s Evolution (00:08:26)
  • AI’s Historical Context (00:09:23)
  • Logistical Challenges of AI (00:12:09)
  • AI in Automotive Industry (00:13:11)
  • AI’s Role in Marketing (00:14:01)
  • Best Practices for Using AI (00:15:51)
  • Emotional Tone in AI Prompts (00:16:49)
  • Adapting AI for Different Roles (00:17:16)
  • Gemini AI and Source Validation (00:19:59)
  • Caution with AI Outputs (00:21:08)
  • AI’s Role in Enhancing Efficiency (00:22:05)
  • Plagiarism Concerns in AI Usage (00:23:00)
  • SEO and AI Integration (00:26:07)
  • Human Oversight in AI Use (00:29:09)
  • Veterinary Analogy in Customer Relations (00:34:29)
  • The Importance of Charging Appropriately (00:34:52)
  • AI as a Virtual Assistant (00:36:10)
  • Utilizing AI for Problem-Solving (00:37:25)
  • AI in Education (00:37:51)
  • Enhancing Communication with AI (00:39:07)
  • Efficiency Through AI (00:39:38)

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, 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:

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

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

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

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

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

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

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

-Visit the Website: https://remarkableresults.biz/

-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

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

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

]]> Unstoppable Framework for Auto Shop Owners Part 4: Stay Customer Focused and Flexible [RR 1020] https://remarkableresults.biz/remarkable-results-radio-podcast/e1020/ Tue, 31 Dec 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1020/

Thanks to our Partner, NAPA Auto Care

Join Maryann Croce in the fourth episode of the Unstoppable Framework for Auto Shop Owners series. Discover essential strategies for building trust, loyalty, and a thriving business by staying customer-focused and adaptable. Learn about gathering and acting on customer feedback, streamlining customer experiences, offering added services, building referral networks, and staying current with industry trends and training.

Maryann Croce, Small Biz Vantage. Maryann’s previous episodes HERE.

Show Notes

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

Connect with the Podcast:

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

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

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

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

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

-Visit the Website: https://remarkableresults.biz/

-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

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

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

 

 

 

 

]]> Improve Call Handling Skills: The Power of AI and Continuous Learning [RR 1015] https://remarkableresults.biz/remarkable-results-radio-podcast/e1015/ Fri, 13 Dec 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e1015/

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

David Boyd discusses the critical importance of call handling and customer communication, offering valuable insights on setting clear expectations and fostering a supportive training environment. Learn how modern technology can elevate customer service interactions, boost conversion rates, and drive sales growth. Plus, gain practical tips for introducing call analysis to your service advisors for measurable improvements.

David Boyd, Inbound INC. 

Show Notes

  • Watch Full Video Episode
  • Institute Summit, February 6th-8th, 2025, in Amelia Island, Florida: https://www.wearetheinstitute.com/summit
  • Call Handling Process (00:02:14)
  • Continuous Education vs. Training (00:04:25)
  • Understanding Customer Communication (00:05:38)
  • Conversion Rates and Call Handling (00:07:42)
  • Complacency in Communication (00:09:10)
  • Sentiment Analysis (00:09:37)
  • Predictive Indicators (00:11:16)
  • Coaching Service Advisors (00:12:42)
  • Using Transcripts for Review (00:14:33)
  • Talk Time Metrics (00:15:51)
  • The Importance of Asking for Sales (00:20:08)
  • Encouraging Customer Engagement (00:20:27)
  • Shifting Mindsets to ‘Say Yes’ (00:21:09)
  • Client Advocate Concept (00:22:25)
  • Utilizing Coaching and Training (00:24:08)
  • Time Efficiency in Call Coaching (00:25:05)
  • First Impressions Matter (00:28:16)
  • Impact of Communication on Sales Growth (00:29:36)
  • Digital Communication Platforms (00:31:02)
  • Business Continuity Planning (00:32:39)
  • Technology’s Role in Customer Relationships (00:34:31)
  • Understanding Call Handling Expectations (00:35:42)
  • Emotional Overtones in Feedback (00:36:39)
  • Creating Training Opportunities (00:36:56)
  • Defining Success in Call Handling (00:37:32)

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Set your sights on Las Vegas in 2025. Mark your calendar now … November 4th-6th, 2025. AAPEX – Now more than ever. https://www.aapexshow.com/

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/

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

Connect with the Podcast:

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

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

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

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

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

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

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

-Visit the Website: https://remarkableresults.biz/

-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

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

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

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

 

 

 

 

 

 

 

 

]]> A Gift, Not A Punishment: Service Advisor Coaching [THA 395] https://remarkableresults.biz/remarkable-results-radio-podcast/a395/ Thu, 22 Aug 2024 19:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a-gift-not-a-punishment-service-advisor-coaching-tha-395/

This episode explores how effective coaching can pay for itself by improving client interactions and boosting profitability. By listening to calls and identifying areas of opportunity, coaches help advisors address customer needs more accurately. Discover why one-on-one coaching is a valuable investment for shop owners aiming to enhance their business performance and customer experience.

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE

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

Show Notes

  • Watch Full Video Episode
  • Shift from Training to Education (00:03:26) Carm discusses the importance of shifting the terminology from training to education.
  • One-on-One Coaching Experience (00:04:36) Rena explains the differences between teaching classes and providing personalized coaching.
  • Intimacy in Coaching (00:06:04) Rena emphasizes the intimate nature of one-on-one coaching and its benefits.
  • Vulnerability in Growth (00:07:18) Clint discusses the role of vulnerability in personal and professional growth.
  • Maintenance of Skills (00:09:33) The importance of continuous education and maintenance in skill development is highlighted.
  • Phases of Training (00:10:27) Rena describes the six phases of training and the cyclical nature of learning.
  • Weekly Coaching Importance (00:11:23) Rena mentions the frequency of coaching calls and their significance in professional growth.
  • Community Aspect of Training (00:13:30) Clint speaks on the necessity of community and interaction in coaching.
  • Interpersonal Skills in Shops (00:16:09) Clint addresses the challenges of interpersonal skills and communication within shops.
  • Effective Daily Training (00:19:28) Discussion on intensive training classes and their impact on team development in the automotive industry.
  • Intimate Coaching Sessions (00:20:32) Preference for small group coaching to enhance communication and interpersonal skills among team members.
  • Importance of Vulnerability (00:21:19) Clint shares insights on vulnerability and the need for ongoing support in coaching environments.
  • Investment in Training (00:23:15) Exploration of how shop owners should allocate budgets and time for effective training and coaching.
  • Coaching Value (00:24:46) Coaches emphasize the return on investment from effective coaching through improved client interactions.
  • Excuses from Shop Owners (00:25:26) Discussion on common excuses shop owners give for not investing in coaching and training.
  • Time Management in Coaching (00:27:31) Strategies for fitting coaching sessions into busy schedules, including combining them with lunch.
  • Shifts in Customer Behavior (00:28:47) Analysis of how customer attitudes have changed post-COVID and the need for updated training.
  • Economic Changes Impacting Sales (00:31:22) Discussion on rising costs affecting customer spending and the importance of value presentation.
  • Call Scripts in Training (00:32:35) The significance of scripts in coaching to ensure consistent and effective communication with customers.
  • Feedback and Improvement (00:34:39) Emphasis on celebrating wins and learning from mistakes through call reviews to improve service skills.
  • Patterned Approach to Sales (00:37:14) The necessity of following a consistent pattern in customer interactions for better service delivery.
  • Best Practices in Customer Interaction (00:38:32) Teaching best practices to avoid offense and ensure customer care, even during absences.
  • Building Self-Confidence (00:39:09) Discussing the importance of self-confidence and the need for continual conditioning in service advisory roles.
  • Muscle Memory in Communication (00:40:13) Drawing parallels between physical conditioning and developing automatic responses in customer interactions.
  • Understanding Customer Needs (00:43:13) Emphasizing the importance of understanding customer intentions to provide tailored service.
  • The Value of Coaching (00:48:28) Discussing the importance of investing in coaching for service advisors and the benefits it brings.
  • Coaching as a Gift (00:49:53) Reframing coaching as a positive enhancement rather than a punishment for team members.
  • Final Thoughts on Coaching (00:50:22) Encouraging listeners to view coaching as a valuable investment for personal and professional growth.

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:

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

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

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

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

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

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

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

-Visit the Website: https://remarkableresults.biz/

-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

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

 

 

 

 

 

 


 

 

 

 

 

]]> From Websites to Texts: How to Meet Modern Consumer Expectations [RR 982] https://remarkableresults.biz/remarkable-results-radio-podcast/e982/ Tue, 20 Aug 2024 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e982/

Thanks to our Partner, NAPA Auto Care

Aubrey Amborn, Director of Sales for Net Driven, discusses the evolving marketing landscape in the automotive industry. She emphasizes the necessity of a robust online presence, effective SEO, and diverse communication methods to meet changing consumer preferences. Aubrey highlights the importance of adapting to digital trends, noting that 87% of consumers prefer text communication. The discussion also covers the impact of online reviews and the need for businesses to engage with customers through various channels to remain competitive.

Aubrey Amborn, Director of Sales, Net Driven

Show Notes

  • Watch Full Video Episode
  • The Shift from Traditional Marketing (00:02:37) Aubrey discusses the transition from word-of-mouth to online marketing strategies.
  • Importance of Online Presence (00:03:52) Aubrey emphasizes that just having a website is no longer sufficient for businesses.
  • Search Engine Optimization (SEO) (00:05:45) Aubrey explains the significance of SEO and its role in online visibility.
  • Investment in Digital Marketing (00:07:40) Discussion on comparing digital marketing investments to physical store improvements.
  • Website as an Online Destination (00:08:50) Aubrey describes the website as a crucial online destination for consumer engagement.
  • Communication Preferences (00:11:11) Aubrey highlights the importance of providing various communication methods, especially text.
  • Texting vs. Traditional Calls (00:14:11) Aubrey discusses the growing preference for texting over traditional phone calls.
  • Pandemic’s Impact on Online Growth (00:17:09) Aubrey reflects on how the pandemic accelerated the shift to online engagement.
  • The Impact of Online Shopping (00:17:57)
    Discusses how consumers prefer online shopping and the influence of recommendations on their decisions.
  • The Importance of Online Presence (00:18:58)
    Highlights the necessity for businesses to have a professional online presence to attract customers.
  • Training for EV Vehicles (00:20:00)
    Details a training program for technicians on servicing hybrid and electric vehicles.
  • Visual Reputation Matters (00:21:07)
    Explains how a business’s appearance online affects consumer perceptions and decisions.
  • Online Reviews as Modern Word of Mouth (00:21:50)
    Emphasizes the significance of online reviews in influencing consumer choices today.
  • Handling Negative Reviews (00:23:05)
    Discusses the importance of addressing negative reviews transparently rather than trying to eliminate them.
  • Consumer Expectations Post-Pandemic (00:25:30)
    Explores how consumer behavior and expectations have changed due to the pandemic.
  • Adapting to Online Shopping Trends (00:26:47)
    Describes the challenges businesses face in keeping up with evolving online consumer behaviors.
  • Building Customer Loyalty (00:27:54)
    Focuses on strategies to maintain customer loyalty in a competitive online environment.
  • Understanding Different Customer Personas (00:32:27)
    Identifies three customer types and their unique shopping behaviors and preferences.
  • Understanding Customer Personas (00:35:26)
    Discussion on different customer personas, focusing on tech-savvy individuals and millennials seeking convenience.
  • Importance of Reviews and Reputation (00:36:17)
    Emphasis on the necessity for businesses to maintain a trustworthy online reputation to attract customers.
  • Millennials and Convenience (00:37:03)
    Exploration of millennials’ desire for immediate service and how businesses can earn their loyalty.
  • Building Customer Relationships (00:38:15)
    The significance of personalized customer service to foster loyalty, even among less loyal millennials.
  • Leveraging Customer Feedback (00:39:11)
    Using customer reviews as a tool for improvement and enhancing the overall customer experience.
  • Adapting to E-commerce Trends (00:40:03)
    Discussion on the impact of e-commerce on brick-and-mortar businesses and the importance of online presence.
  • Final Thoughts on Customer Engagement (00:41:05)
    Advice on maintaining loyal customers while welcoming new ones, emphasizing adaptability in business practices.
  • Enhancing In-store Experience (00:42:20)
    Suggestions for using technology, like iPads, in shops to improve customer engagement and experience.
  • Staying Ahead in the Digital World (00:43:46)
    The need for businesses to stay updated with digital trends to compete with larger chain stores.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

Connect with the Podcast:

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

-Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

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

-Subscribe on YouTube: https://www.youtube.com/carmcapriotto

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

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

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

-Visit the Website: https://remarkableresults.biz/

-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

 

 

 

 

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