Details Matter [THA 274]

The complete customer experience package starts with having paid attention to details. When was the last time your shop was painted? Is the parking lot striped? What kind of coffee and amenities do you serve? Does your bathroom have extra hooks on the door? I’m with a panel of shop owners that put that extra in extraordinary. You should get a bare minimum of 5 great ideas to implement.

Watch the Episode on YouTube

Chris Dekker, My Garage Auto and Tire, Airdrie, Ontario, Canada

Lorenzo Pellicciotta, President, CarStar, 2 locations Oakville, Ontario

Murray Voth, Business Coach, RPM Training. Listen to Murray’s previous episodes HERE

Key Talking Points

  • Shop cleanliness and how it reflects on our capability and quality of work. 
  • 5’s ing shop- sort, set in order, shine, sanitize and sustain
  • Why facility appearance is so important if you want newer vehicles in your database. “People will bring their older vehicle to a shop that services new cars, but they won’t bring a new car to a shop that (in their mind) services old ones.”
  • Remember that the client will never see 99% of our work, and pay attention to the 1% that they will. How do you put on the oil change sticker? 
  • Leak repairs and shampooing the engine the right way.
  • Two hooks on the back of the bathroom door, one so I can hang my coat/purse, and one so I can hang my bag is even more valuable.
  • Work with the ‘classic details’ Paint, parking lot, clean glass
  • Clear signage for employees, vendors, employees etc 
  • Profits are in the details
  • Think about your staff- lunchrooms matter
  • What is the smell of your shop? Are you desensitized to it?
  • “Clean cars run better” according to customers 
  • Change the wording of shop supplies to materials and consumables. “It’s not about taking, it’s about giving”

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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!