Learn Customer Communication Styles: DISC with Emily Chung [RR 636]

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.

She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.

Key Talking Points

• Communication with your customers-educating them about their vehicleBeing aware of different communication styles 
• Communicating with babies and puppies-we tailor our communication to them because we have no expectations that they will communicate to our quadrant levelYou can 100% adjust your communication style- are we intentional/aware of it
• Responsibility of communicator- be temporarily a part of their own quadrant 
• Coding clients- providing a baseline for approaching a conversationNot set in stone coding
• Quickly lookup communication style in shop management system for others in the business
• Your job is to serve the customers the best way possible 
• Quadrants- are they task oriented or people oriented? Structured or non structured?Controler- structured and task oriented (very direct and to the point)
• Analyst- structured but more people oriented (want to know details and specs)
• Promoter- people oriented and structured (energetic, first on bandwagon, get it done energy and fun)
• Supporter- non structured and people oriented (love harmony and connecting) 
• Each quadrant gets recharged by different things- tap into it in order to communicate efficiently 
• True leaderAbility to move in between quadrants and speak effectively for listener
• Training your staff- have each employee find out what quadrant they’re in, pros and cons of each quadrant, practice giving inspection sheet to different quandrants  
• Psychometry- run tests and administer surveys, analysis and recommendations

Download for Carm Capriotto’s Chart on How To Communicate With the Four Basic Types HERE.

Tony Robins Site Mentioned HERE.

Link to previous Town Hall Academy episode 041 “The Value of Knowing Your Customers Observable Behaviors (DISC) from November 2017 HERE.

• Thanks to Emily Chung for her contribution to the aftermarket’s premier podcast.
• Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.
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