Uber, Loaners, and Shuttle Solutions for Automotive Clients [THA 446]
Key Takeaways:
Auto Repair Is a People Business: Learn why shifting your focus to relationship-building and empathy is crucial for service advisors, who are often “therapists” to anxious customers.
Emotions Drive Decisions: Customers make big emotional and financial decisions, yet we often treat interactions as fast, transactional processes. Discover how to connect with customer pain points, concerns, and fears to build trust and make them feel like a priority, even when smoke is coming out of their engine.
Soft Skills = Profitability: Implementing soft skills like active listening and thoughtful questioning leads directly to climbing average repair orders, more five-star reviews, and significantly higher customer retention.
Price Becomes Irrelevant: When customers trust you, they don’t shop on price, they shop on experience.
Build “Key Dropper” Loyalty: Learn the ultimate goal: turning customers into “key droppers,” individuals who know, like, and trust your shop so completely that they simply drop their keys, confident you’ll handle everything.
Leadership Must Lead the Way: This isn’t just for your counter team. Owners must be engaged, invested, and accountable in soft skills training. Discover why your commitment to professionalism is key to the industry’s future, separating thriving businesses from those that won’t survive the next decade.
remarkableresults.biz/a445
Muscle Memory for the Counter: Service Advisor Training with the Practice Bot [RR 1052]
Dan Malloy unveils a game-changing tool for your client advocates: the practice bot. Discover how this innovative AI-powered system is transforming sales training and driving unprecedented success on the service counter.
Here’s what you’ll learn:
– Orchestrate Sales Success: Learn how to get your entire team, your “orchestra of client advocates,” to “sing the same song” in unison, reflecting your business’s unique vision and culture in every customer interaction.
– Develop “Muscle Memory” for the Counter: Just like professional musicians or athletes, your service advisors need “muscle memory” to confidently handle customer conversations. Discover how daily, consistent practice with a bot can make effective communication feel natural.
– Conquer the Price Shopper: Understand the “killer” impact price shoppers have on closing rates (e.g., dropping from 81% to 42% for oil changes, or 35% to 17% for tires). Learn how the practice bot and Dan Malloy’s approach equip your team to handle these crucial conversations without immediately giving a price.
– Embrace AI for Data-Driven Growth: Explore how AI goes beyond traditional “keyword spotting” to analyze calls, score performance automatically, and provide invaluable “language KPIs.” Understand how this data on communication directly drives your traditional business KPIs and profitability.
– Mandate Daily Practice: Learn why the best companies are making bot practice mandatory, just like opening the store or running batting cages, and how it fosters a high-level, professional team
remarkableresults.biz/e1052
People 101: Why Soft Skills Drive Hard Results [THA 445]
Key Takeaways:
Auto Repair Is a People Business: Learn why shifting your focus to relationship-building and empathy is crucial for service advisors, who are often “therapists” to anxious customers.
Emotions Drive Decisions: Customers make big emotional and financial decisions, yet we often treat interactions as fast, transactional processes. Discover how to connect with customer pain points, concerns, and fears to build trust and make them feel like a priority, even when smoke is coming out of their engine.
Soft Skills = Profitability: Implementing soft skills like active listening and thoughtful questioning leads directly to climbing average repair orders, more five-star reviews, and significantly higher customer retention.
Price Becomes Irrelevant: When customers trust you, they don’t shop on price, they shop on experience.
Build “Key Dropper” Loyalty: Learn the ultimate goal: turning customers into “key droppers,” individuals who know, like, and trust your shop so completely that they simply drop their keys, confident you’ll handle everything.
Leadership Must Lead the Way: This isn’t just for your counter team. Owners must be engaged, invested, and accountable in soft skills training. Discover why your commitment to professionalism is key to the industry’s future, separating thriving businesses from those that won’t survive the next decade.
remarkableresults.biz/a445
Transportation as a Lifeline: The Hidden Power of Your Shop [THA 442]
This episode highlights the life-changing impact of reliable transportation and the power of volunteerism in the automotive industry. Featuring Hands of the Carpenter in Denver and Onramp DFW in Dallas-Fort Worth, two organizations that provide vehicles and repairs to people in need, it explores how mobility creates freedom, opportunity, and lasting change.
Shop owner Chris Cloutier shares how supporting these efforts boosts morale within shops and gives employees a renewed sense of purpose. Listeners are encouraged to give back by donating time, services, or resources, reinforcing the industry’s unique ability to uplift lives and strengthen communities.
remarkableresults.biz/a442
Mastering Active Delivery: The Key to Lasting Customer Relationships [THA 440]
Explore the concept of “active delivery” in automotive customer service, an intentional and consistent approach to communication that spans the entire customer journey, from the initial contact to the final vehicle handoff. The discussion highlights how thoughtful interactions can create a powerful and lasting impression, especially in the closing moments.
Discover how clear communication, genuine rapport-building, and proactive expectation setting help cultivate trust and long-term loyalty. The episode also offers actionable strategies, including adapting communication styles, using supporting materials like brochures, and ensuring every team member aligns with a unified service approach.
More than just completing a transaction, active delivery is positioned as a key driver of customer satisfaction, repeat business, and word-of-mouth referrals, making it essential for shops focused on sustainable success.
remarkableresults.biz/a440
Rehearse to Win: The Secret to Service Advisor Confidence [RR 1045]
Recorded at the Institute Summit 2025, this episode features brothers Jason and Patrick Brennan in a powerful conversation on leadership, innovation, and growth in the automotive industry. Jason emphasizes redefining training through real-world rehearsal practice for service advisors and technicians, and using “education” language to promote a culture of ongoing development. Patrick brings his marketing expertise to the table, stressing the importance of reputation management and direct response strategies for businesses. Together, they explore how strong leadership, peer networking, and a healthy company culture attract talent and fuel long-term success.
remarkableresults.biz/e1045
It’s the Person, Not the Software: Solving Common Shop Management Gaps [RR 1044]
Recorded at Vision Hi-Tech Training & Expo, Ben Dexter sheds light on a common issue: many shop owners are only scratching the surface of what their shop management systems can do. From underutilized tools to overlooked processes, this conversation uncovers the true value of role-based training, strategies for better customer communication, why profit should be seen as a healthy business goal, the impact of digital vehicle inspections (DVIs), why strong service advisors are essential, and the crucial role of inventory control in shop performance. Whether you’re a shop owner, service advisor, or team leader, this episode offers practical takeaways to help your business thrive.
remarkableresults.biz/e1044
Start Simple: A Practical Approach to Implementing Digital Vehicle Inspections (DVI) [THA 418]
This episode covers the practical benefits of digital vehicle inspections (DVIs) for shop owners. Learn how DVIs can boost Average Repair Orders (ARO) and improve customer communication. Industry professionals share real-world insights on overcoming cultural resistance, the role of leadership, and strategies for successful implementation. Plus, explore how AI enhances inspection reports and processes. Whether you’re new to DVIs or looking to optimize, this episode is packed with actionable tips to help your shop thrive.
remarkableresults.biz/a417
Improve Call Handling Skills: The Power of AI and Continuous Learning [RR 1015]
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…
Why Your Customers Might Be Lying (and How Neuromarketing Can Help!) [THA 409]
Discover how neuroscience insights can enhance customer relationships, optimize revenues, and create lasting brand loyalty. Matt Fanslow and Dr. David Weiman explain how marketing stimuli affect the brain, revealing a disconnect between conscious responses and subconscious reactions. Learn practical strategies to apply these concepts in your shop, from setting the right ambiance to creating unforgettable customer experiences.
remarkableresults.biz/a409
The Triple Threat: Mastering Three Labor Rates [RR 1008]
Dave Schedin discusses the three core types of labor—preventative maintenance, diagnostics, and repair—and their efficiencies and volume requirements, as well as the critical importance of creating preventative maintenance programs. Learn about the significance of effective customer communication and the value proposition of maintenance services.
remarkableresults.biz/e1008
Transforming Phone Calls into Profits: The Five C’s Every service Advisor Should Know [FTR 111]
Rena Rennebohm from Empowered Advisor introduces the “Five C’s of a Phone Call”—Comfort, Customer, Car, Conclusion, and Close—designed to help service advisors optimize phone interactions and increase conversion rates in the automotive service industry. She emphasizes the financial value of effective phone communication, noting that well-handled calls can greatly improve customer engagement and boost shop profitability.
remarkableresults.biz/f111
Shift Happens: Pro Tips on CVT Maintenance and More! [RR 1002]
Join Tracy Capriotto as she takes her car to the expert hands of Bryan Pollock, known as the “Beast from the East.” In this episode, Tracy dives into the world of preventative maintenance, covering essential services like CVT and transmission fluid checks, pre-scans, and battery testing. Bryan brings his meticulous approach to vehicle care, emphasizing the importance of following manufacturer guidelines for everything from fluid changes to tire rotations. As Tracy learns about choosing the right transmission fluid and the precise steps for checking fluid levels and temperature, listeners gain valuable insights into the impact of regular maintenance on vehicle longevity and performance.
The Most Overlooked ‘Power’ Tool: Unlocking Your SMS [THA 396]
‘Our shop managers, our shop owners, they don’t know what they have, and because they don’t know what they have, they don’t know how to use it to the fullest extent.’
This episode is packed with valuable advice for shop owners who want to maximize their Shop Management System and ensure their business runs seamlessly and profitably.
remarkableresults.biz/a396
Brake Jobs For A Cause: Join the Movement to Fight Breast Cancer [THA 391]
Since 2011, Brakes for Breasts and their growing list of independent auto repair shops have raised over 1.8M for breast cancer research for the Cleveland Clinic Breast Cancer Vaccine Fund! Each year during October, auto repair shops from across the United States and Canada are offering free brake pads to their customers with their vendor and community support. Phase 1A trails are ongoing, and Phase 1B trails have been announced. Prevention is the Cure. Join Laura Frank, Leigh Anne Best, and Dr. Justin Johnson, as they discuss a comprehensive how-to guide on participating in the program, the impact of donations, marketing strategies, and an update on the ongoing clinical trials for a breast cancer vaccine. ‘Can one repair shop make a difference in the fight against breast cancer? You Bet!’
brakesforbreasts.com
remarkableresults.biz/a391
15 Car Maintenance Rip-Offs Explained [THA 381]
Our panel discusses and debunks car maintenance myths from an online article titled “15 Car Maintenance Rip-Offs You Should Avoid.” They cover topics such as engine flushes, air filter replacements, fuel additives, tire shine, headlight cleaning kits, extended warranties, coolant flushes, oil additives, oil enhancers, undercoating, custom exhaust systems, dealership oil changes, and professional detailing.
remarkableresults.biz/a381
2024 Outlook with the Aftermarket Radio Network [THA 367]
Industry experts discuss the future of the automotive industry, focusing on training, technology, and business strategies. They explore the importance of simplifying communication, utilizing video content for customer education, and the benefits of in-person versus virtual training. The panel also discusses the challenges of management training and the need for a holistic approach to business issues, emphasizing collaboration and a positive company culture. The episode provides insights into adapting to economic changes and fostering industry growth through shared knowledge and experiences.
remarkableresults.biz/a367
Service Advisor Role Play #7 [THA 366]
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.
remarkableresults.biz/a366
Unpacking the Dynamics of Consumer Choice and Pricing [RR 924]
The Value Paradox: We all want top-notch service without the hefty price tag. However, quality comes at a cost. Andy Bizub explores this conundrum and how it mirrors the choices we make. Consumers often face a choice between the cheapest and the luxurious with little interest in the middle ground. This observation sparked a conversation about how the automotive industry can apply this pricing strategy to their businesses. Remember, it’s not just about the price; it’s about the value and experience you provide.
remarkableresults.biz/e924
Why CRM is Vital to Automotive Shop Success Part 2 [THA 365]
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.
remarkableresults.biz/a365
The Role of The Reservationist in Auto Repair [RR 922]
Discover how “reserving” a service advisor’s time, not just the bay, can transform your client relationships and service quality.
Learn about the rise of virtual service advisors and how they’re reshaping the industry.
Find out how a well-trained reservationist can boost your shop’s efficiency and profitability.
remarkableresults.biz/e922
The New Frontier of Measuring Service Advisor Effort and Output [RR 913]
Stan Stokes and Eric Renninger from Iron Fist Consultants discuss the evolving roles of service advisors in the automotive industry, the impact of COVID-19 on consumer behavior, and the role of technology. Gone are the days of going purely on gut feeling; today, maximizing conversion rates means utilizing every bit of data available. Operationalizing data and effective communication are fundamental aspects of a positive customer journey.
remarkableresults.biz/e913
Remarkable Customer Service Stories from Red Rock Repair [RR 912]
Danielle Vila discusses the importance of customer service in the industry and shares her strategies for quality control, the benefits of a reliable shop management system, and the significance of standing behind services and parts. The conversation also covers unique marketing strategies, the value of maintenance, community involvement, and the impact of these on business growth and customer trust.
remarkableresults.biz/e912
Why CRM is Vital to Automotive Shop Success [THA 359]
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.
remarkableresults.biz/a359
Ways to Unify Your Team [THA 358]
Rick White, Vic Tarasik, and Murray Voth discuss the importance of unifying a team within a business. They highlight the need for a common purpose beyond just making money, and the importance of involving the team in decision-making. They also share their personal experiences and strategies for setting goals, providing feedback, and fostering a culture of respect and empathy. The conversation emphasizes the importance of clear communication, shared vision, and ongoing effort in maintaining team unity.
remarkableresults.biz/a358