Customer Amenities [THA 291]

Customer amenities aren’t just a snack bar and some coffee k-cups. It takes more to deepen a relationship.  My panel of shop owners goes beyond the free wifi and beverages to really wow their customers and make that lasting impression. Amenities are your ultimate marketing tool for your business. Take Note!

Watch the Episode on YouTube

Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE

Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE

Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge’s Episodes HERE.

Key Talking Points

  • Why Amenities- loaner cars, coffee, tea, branded water bottle, free wifi, hand sanitizers, ice scrappers, little things make a big difference.
  • Customer experience- ‘be so good they won’t forget you,’ it’s your ultimate marketing tool. Customers expect the repair to be done correctly, but what gives them a lasting impression?
  • As an owner, show your team members and vendors the same amount of service as you do your guests
  • FORD- family, occupation, recreation, dreams
  • Any car seat gets a buckled bear in the car seat by technicians- notes are saved in a customer file
  • Wow Budget- empowered employees
  • Swag- normally under $1, $30-40 swag bag for VIP customers
  • “Any way you slice it, we’re grateful for you” $1 pies for customers with VIP card
  • “Thanks for being the heart of our business” Valentine’s day mug of treats
  • “Thanks for making our spirit’s bright” Christmas Candle
  • “We like the way you roll; thanks for coming in.” Tootsie roll
  • Here is a picture from Matt Lachowitzer. A welcome to his customer:

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Important Books

Check out today’s partners:

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management




Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians.

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!