Becoming the CEO – Bob Greenwood [RR 507]
Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). It is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. It’s content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the…
Listen and view episode notesRR 399: Service Talk 1 – The Service Adviser | Center of the Hub – Customer – Technician – Owner
Service Talk Part 1 – The Center of the Hub: Customer – Technician – Owner
Service advisors are the liaisons between the customer, technicians and the owners. Their job is one of the most important in the aftermarket service industry.
Trust and Communications are the keys to building a relationship with your customer. Trusting your tech is also critical to building a strong relationship.
We talk female service advisors, curb appeal, the disadvantage of being a former technician and how to get the owner to make the SA the point person, among other topics.
I’m so glad to welcome Racheal Barraclough, Service Manager at Amton Auto & Truck, Chris Johnson, Service Manager at Total Automotive, and Nick Herberger, Service Manager at Scruggs Automotive.
Listen and view episode notesTHA 091: Workshop – Service Adviser Roleplay – Part 2
Service Adviser Role Play Part 2
Again this team digs deep to help aftermarket professionals learn more about the service advisor position. This is one of the most important and challenging jobs in the industry. The service adviser is the face of the business and is faced with building trust and strong relationships while generating profitable revenue.
Enjoy four different role plays and the ensuing discussion. Critique each role play yourself and enjoy the comments from this team. With me is Barry Barrett, Director of Training at RLO, Clint White, shop manager at Coopers Auto Repair Specialists in Tacoma, WA and John Vasquez, Service Adviser at Los Gators Auto Service Campbell, CA.
Listen and view episode notesRR 345: Leon Martin from Auto Tech Services – The Importance of Soap-Paint and Light
The Importance of Soap-Paint-Light
Leon Martin started his shop on a 60×40 oat-field, in a community with a population no less than 2,200. He started it with pure guts and determination despite detractors that told him that he can’t do it. When Auto Tech was open in Rochester, Washington for appointments, he appealed to the emotion of his customers.
Starting a business has a lot of challenges especially on the financial side of things. Leon shares some tips on how to make a wise financial decision, getting a business coach, advocating shop cleanliness and the deeper value of customer service. He shares his cleanliness, colors and bright days and nights in Soap-Paint-Light.
He always tells his customers Maintenance is easy to schedule, breakdowns are not. His customers will nod in approval while he and his crew extract a smile and a simple ‘what can I do to make your day better’ will work wonders on any given situations.
Listen and view episode notesTHA 069: Workshop – Service Advisor Roleplay – Part 1
Listen In On Four Different Roleplays of Service Advisor and Customer.
In this new Academy workshop format, learn as four different themed role plays are, played out for you. In each role play there is a customer, service advisor and an observer/coach who sums up in their own words what was great about the role play. The observer also suggests ways to improve.
The ‘actors’ are Lauren Giver, Service Advisor at Los Gatos Auto Service Campbell, CA, Barry Barrett, Director of Training at RLO and Clint White Shop Manager at Coopers Auto Repair Specialists in Tacoma, WA.
Access your own skills as a service advisor with this roleplay workshop. Owners, consider roleplays as a teaching strategy. Find the key takeaways from each role play at remarkableresults.biz/a069
Listen and view episode notesTHA 020: How To Sell 250K Mile Maintenance & Save Your Customers Thousands
Customers need to see and understand the data on how they can save enormous money if they kept their car for 12 years.
We keep our largest investment for many years so why not our cars. This panel had a great discussion on the pros of helping your customer extend the life of their vehicles. The numbers are key and when you can show the ROI or savings to your customer they start to understand.
We know the benefits so it is your job to engage and show the customer how you can help extend the life of their vehicle and engage them in a disciplined maintenance program at your shop.
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