Our Purpose is to Advance the Professional Automotive Repair Service Industry by Facilitating Wisdom Through Story Telling and Open Discussion.
The Most Respected Automotive Repair Business Podcast
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.
Discover why providing customer transportation rather than leaving them to figure it out is quickly becoming a game changing differentiator in the automotive industry.
We break down three powerful options:
Loaner Cars & Rental Programs: Remove the “transportation barrier” for customers and make it easier for them to approve bigger jobs. Learn about the ROI, and how forming a separate rental company can slash insurance costs.
Uber Business: Keep customers moving and increase your average work order by allowing them to approve more work without the wait. Fully web-based and trackable for simple management.
Shuttle Services: Turn travel time into relationship building time. Using the “FORD” method (Family, Occupation, Recreation, Dreams), your staff can connect on a personal level and create customers for life.
Tune in to hear how each option impacts ROI, boosts efficiency, satisfies evolving customer expectations, and helps you overcome objections, ultimately locking in long-term client loyalty.
remarkableresults.biz/a446
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
Assume Nothing: Our Duty to Educate and Understand the Next Generation [RR 1051]
In this episode, we’re flipping the script on how we prepare the next wave of talent in the auto repair world.
It’s not just “training” anymore – The future of our industry needs more than just teaching people how to turn wrenches. It’s about real education that prepares them to think, solve, and lead.
The repair bay of tomorrow – Imagine clean, high-tech “surgical rooms” with white lab coats, big screens, and smart tools—where cars are diagnosed like patients.
Let’s make this career sexy – To attract today’s tech-savvy, digital-native crowd, we’ve got to show them this is a career filled with innovation, tech, and opportunity.
Soft skills are a big deal – Communication, confidence, and life skills are just as important as technical know-how.
Training isn’t cheap, and that’s okay – One expert says shops should spend $3,000 to $5,000 a month on education. Yep, even the small ones. Because falling behind costs more.
Leaders: don’t gatekeep – Share your tips, be open to different learning styles, and remember that even the small stuff you know can make a huge difference to someone starting out.
remarkableresults.biz/e1051
We're committed to delivering authentic, actionable content that directly addresses the evolving challenges and opportunities within the automotive repair industry. Our content transforms into tangible value for service professionals seeking to elevate their culture, leadership, operations, technical knowledge, and client relationships
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Podcast host Carm Capriotto, the pioneer of automotive repair business podcasts, is connecting industry professionals that share their wisdom so we all rise to new levels of success.
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