Extended Car Warranties – Greg Buckley [AW 141]
On Record with Greg Buckley. Greg discusses extended car warranties. You must educate your customer!
remarkableresults.biz/aw141
A Hospitality Mindset Delivers Exceptional Customer Service – Steve DiGioia [RR 813]
With over 20 years in the hospitality industry, author and trainer Steve DiGioia shares some real world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers desire. Steve has a detailed 57 individual steps for dinner service, what are your steps for customer service?
remarkableresults.biz/e813
Creating Simple YouTube Videos Under 60 Seconds – Niko Sougias [AW 139]
Guest host and shop tour with Niko Sougias, Charlie’s Foreign Car, Encinitas, CA. Niko says customers want explanations with their car repair and he has found a way to connect with them on his YouTube Channel. Find out how he does it.
remarkableresults.biz/aw139
What Is Your Duration of Service? Carolyn Coquillette [RR 810]
Recorded Live at the 2022 Transformers Summit with Carolyn Coquillette, founder and CEO of Shop-Ware. Carolyn discusses a spotlight of Shop-Ware called ‘Duration of Service.’ This feature tracks how long a customer’s car is in your shop. The customer experience and your profits depend on the number of hours each car is in which stage of production.
remarkableresults.biz/e810
Are You Stuck? Fall in Love with Your Business Again – Mike Searls [RR 808]
Recorded Live at the 2022 Transformers Summit with Mike Searls, President of ThiN AiR Brand, a toy company. Mike is a serial entrepreneur and he brings his passion for reinvigorating businesses to this episode. His secret? Find out what works and do more of that, find out what doesn’t work and stop doing that, the faster you can do that, the faster you grow.
remarkableresults.biz/e808
Alignments! Rates, Numbers and ROI [THA 303]
Take a deeper dive into alignments, the numbers being it, and the ROI. Multi-shop owner Joe Hanson has invested in the Hunter Quick Check Touchless Alignment equipment for his one shop, Tom Sciortino brings statistics on the effect alignments have on ADAS, and Jim Fleischman discusses the importance of asking your customers about their driving habits.
remarkableresults.biz/a303
Are You Thinking With Your Customer’s Wallet In Mind? Jaron Kleber [RR 799]
Live from AAPEX 2022 with Jaron Kleber, National Sales Manager, Repair Shop of Tomorrow, a NAPA AutoCare endorsed program. Jaron discusses the parallels between the health and automotive industry and educating your customers to be proactive, not reactive to car repairs.
remarkableresults.biz/e799
Fleets: Our Next Frontier- Lee and Kelli Weatherby [AW 132]
Guest host and shop tour with Lee and Kelli Weatherby, Accurate Automotive, Mesa, AZ. Find out how they are expanding their fleet business.
remarkableresults.biz/aw132
We Are Paperless and Loving It! [THA 302]
What are the advantages, challenges, and needs for a shop to go paperless? Why is it critical to get buy in from your employees ahead of time? How do you create buy in?
remarkableresults.biz/a302
The Internet Is Educating Your Customers…Shouldn’t You? – Keith Benline [AW 131]
Guest host and shop tour with Keith Benline, A+ Autocare, Poway, CA. The internet is educating your customer faster than ever. How are you educating your customers?
remarkableresults.biz/aw131
Demeny Pollitt Lists Her Labor Rates and Menu Prices On Website [AW 130]
Guest Host and Shop Tour with Demeny Pollitt, Girlington Garage, South Burlington, VT. Demeny believes in a transparent business and lists her labor rates and menu prices on her website.
remarkableresults.biz/aw130
Google Reviews: New Value From the Words Used [RR 793]
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?
remarkableresults.biz/e793
Differentiate with Video [THA 299]
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.
remarkableresults.biz/a299
What We Can Learn From Our Dentist [RR 789]
Why is adapting to technology important? Keeping up with the latest technology is key to any successful enterprise. It is a requirement today. It increases flexibility, streamlines operations, and helps you adjust your forward progress. I’m with Chris Cloutier and Craig ONeill at ASTE 2022, and we discuss the four ‘Ts’ … technology, touch, trust, and transparency. The inspiration for this episode stemmed from Tracy receiving a video from an orthodontist’s office and how it can be easily implemented in our industry.
remarkableresults.biz/e789
Only 1st Class – Harry Whyte [AW 126]
Guest Host and Shop Tour with Harry Whyte, 1st Class Automotive, Raleigh, NC. Join Harry and Carm as we toured his shop and learned the benefits of Shop-Ware while we were in Raleigh, NC for the ASTE Show.
remarkableresults.biz/aw126
Preserving Your Reputation [THA 295]
Honesty is always the best policy, but sometimes is it better to omit certain information to a customer? What if you make a mistake but make it right and eat the cost? Are there situations where you don’t divulge all that information to a customer? Let’s have an open discussion on ethics and your shop’s reputation.
remarkableresults.biz/a295
Listen and view episode notesCustomer Perceptions Part 3 – Bob Cooper and Chris Monroe [RR 781]
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.
remarkableresults.biz/e781
What Should We Call DVI’s? [THA 293]
In the world of the customer, do they know what DVI stands for or what an inspection really is? Have you thought about calling it a “Vehicle Health Check?” My panel discusses the importance of transparency with your customer and why you might want to change the term ‘DVI.’
remarkableresults.biz/a293
Listen and view episode notesCustomer Perceptions: Part 2 – Bob Cooper and Darrin Barney [RR 777]
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.
remarkableresults.biz/e777
Listen and view episode notesCustomer Amenities [THA 291]
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!
remarkableresults.biz/a291
Customer Perceptions Part 1 – Bob Cooper and Bill Greeno [RR 773]
In this episode, we are jumping into the mind of your customer. From their perspective, do they prefer to use the term mechanic or technician? Ask a customer … How much do they think a mechanic/technician earns? What is your customer’s opinion on a service advisor having visible tattoos or smelling like cigarettes? Bob Cooper asked these questions to a panel of consumers at the 2022 Elite Invitational in San Diego, and their answers will certainly surprise you. And more importantly, what should you do in your business having this knowledge?
remarkableresults.biz/e773
Listen and view episode notesThe Women of NAPA AutoCare [RR 771]
Joining me is the powerhouse team of women behind NAPA AutoCare. Napa has almost 100 years of dependability and remains the brand you can trust. My panel of ladies discusses the future, what makes the NAPA Family so strong, Tesla parts availability, training, and the collective strength of their AutoCare Members.
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Listen and view episode notesHypocrisy: Check Yourself, Before You Wreck Yourself – Matt Fanslow [RR 770]
It seems like the hot topic of late is customer service. Businesses are short-staffed… and everyone is asking for customers to be patient. But what happens when something goes wrong? How does that business handle that situation? How does the customer react? I’m joined by another network show host, Matt Fanslow. We discuss the hypocrisy that exists when a business owner is now the customer.
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Listen and view episode notesMaintenance Intervals: Industry Standards [THA 287]
Maintenance services are the new frontier for the automotive industry. How do you shift your customer’s perspective from reactive repairs to proactive repairs? Is your parking lot full of problem vehicles? Can we do a better job of helping the customer get long life from their Cars? My panel examines the importance of maintenance intervals and the value of informing and educating your customers.
remarkableresults.biz/a287
Listen and view episode notesIdentify Your Ideal Customer [THA 285]
Why is understanding the psychographics of your ideal customer so important to your business? Why it is important to understand who your ideal customer is? My panel discusses the importance of building relationships with customers that see the value in your business.
Listen and view episode notes