RR 061: Keith Katz from Quality Service Center
Keith Katz is owner of Quality Service Center in York, PA for the last seventeen years and an industry veteran of thirty-four years. His 7 bay shop has 6 lifts and supports 3 technicians with one service advisor. He is involved with the NAPA Advisory Board and supports the Bridge of Hope organization that helps local homeless mothers find employment and housing for their families.
He is a member of AASP in Pennsylvania and engages ATI as a support partner. We covered the gambit from tech training, processes, suppliers, mentoring, customer service, daily huddles, marketing and community.
Learn what he does to ‘escape’ and recharge his batteries and what he believes is their number one key to building a great team. He shares his 2AM wake up thoughts and this could be universal for most shop owners.
Regarding customer retention and differentiation, one discussion that did not make the reel was his customer gift. (This came up after the interview was over so I asked for a picture. It’s in the show notes). Every customer gets a sealed bag, with a special gift inside. These are unique mostly made up special theme gifts. They are creatively made or have a theme of the month. See the picture of the memorable December customer ‘Thank You’ gift … a Kit Kat Sleigh.
About the author, Carm Capriotto, AAP
Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.
Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.
As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.
Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!