Key Talking Points
- Dealership “trains” customers that they need to have their car serviced at the dealership.
- Let the service speak for itself
- The warranty on repairs is only 12 months/12,000 miles, some imports have just upped the warranty to 24 months/24,000 miles- independents can offer 3 years 36,000
- Offering better product as a whole-perception of professionalism (atmosphere/waiting area/website/exterior etc)
- “Let us be your Google.”
- Developing lifetime customers- personal touch and building trust
- Offering convenience- loaner vehicles, pickup and delivery services to our customers at no cost, Uber and Lyft rides
- We use the best quality OEM parts.
- We offer a touchless service that uses a secure online payment portal as well as an outdoor lockbox system.
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Jake Sorensen, McNeil’s Auto Care, Sandy, UT 2019 NAPA ASE Technician of the Year and 2019 Ratchet + Wrench All-Star technician of the year. He is an ASE Master technician with L1,2 and 3 advanced level certifications. He is the shop manager and diagnostic technician at McNeil’s Auto Care in Sandy, UT where he helped develop an apprenticeship program that is registered with the U.S. Department of Labor. This program has graduated several high-performing automotive technicians and was used by NAPA Auto Care as a template for their automotive apprenticeship program. Jake also developed the curriculum for an automotive course that he teaches at an adult education high school. Listen to Jake’s previous episodes HERE
Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge’s Episodes HERE.
Jon Kloosterman, Director of Operations WestSide Auto Group, Zeeland, MI, 3 Locations. Jon started in the Automotive Industry in 2008 as a General Service Technician for Westside Auto Group. In 2012 he became a full time Service Advisor as Westside Auto Group expanded their original location from 3 to 7 bays. He has been part of Westside Auto Group’s growth process holding Manager positions in multiple locations. In 2020 he became the Director of Operations for what is now a 3 location operation that serves communities in West Michigan. He holds multiple ASE Certifications and has had the opportunity to serve on multiple different panels in West Michigan’s Independent world. Listen to Jon’s Episodes HERE