The Personal Touch in a Digital World: Why Outbound Calls Still Matter [THA 447]
Thanks to our Partners, NAPA TRACS, and Today’s Class
This episode explores how today’s top automotive shops are transforming their business by taking a proactive approach—reaching out to customers instead of waiting for the phone to ring.
You’ll hear strategies to overcome common service advisor objections, such as “cold calling feels pushy” or “I don’t have time,” supported by Dan Taylor’s compelling data showing that just 10 calls can generate 2 appointments. We’ll break down the different types of high-impact calls, thank you calls, deferred work reminders, and even simple “we miss you” check-ins that strengthen relationships and keep customers engaged. Plus, learn why tailoring outreach—whether by call or text—based on each customer’s preference ensures communication feels genuine, not generic.
This conversation reveals why outbound calls aren’t just a task, but a growth opportunity. In an increasingly digital world, it’s the personal touch that builds trust, sets your shop apart, and keeps customers coming back. Don’t wait for loyalty, create it.
Frank Ruzicka, BG Automotive, Fort Collins, CO
Kent von Schilling, Ferber’s Tire and Auto, Richmond, VA
Jesse Peltzer, Autostream Car Care, MD
Thanks to our Partner, NAPA TRACS
NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/
Thanks to our Partner, Today’s Class
Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/
Connect with the Podcast:
- The Aftermarket Radio Network: https://aftermarketradionetwork.com
- Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
- Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976
- Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
- Subscribe on YouTube: https://www.youtube.com/carmcapriotto
- Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/
- Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/
- Follow on X: https://twitter.com/RResultsBiz
- Visit the Website: https://remarkableresults.biz/
- Join our Insider List: https://remarkableresults.biz/insider
- All books mentioned on our podcasts: https://remarkableresults.biz/books
- Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
- Buy Me a Coffee: https://www.buymeacoffee.com/carm
- Special episode collections: https://remarkableresults.biz/collections
- The Aftermarket Radio Network: https://aftermarketradionetwork.com/
- Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
- Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
- Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
- The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
- The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix – Auto Shop Coaching. https://chriscotton.captivate.fm/
- Speak Up! Effective Communication with Craig O’Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
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!