Rachel Spencer’s ‘Rachelisms’ for Auto Repair [AW 169]

What are some of Rachel Spencer’s “Rachelisms?” The Power of Consistency: Rachel emphasizes the importance of consistency and communication in her operations. She believes in creating habits, holding each other accountable, and striving for perfection while acknowledging that mistakes can happen. Customer Communication is Key: Rachel’s approach to customer service is all about overcommunication. You must provide customers with as much information as possible upfront, offering financing options, and sending vehicle health and safety reports via text. Rachel also shares her experiences with recruiting technicians including reaching out to institutes with automotive programs.

Rachel Spencer, Spencer’s Auto Repair, Krum Texas. Listen to her other episodes HERE

Show Notes:

  • Watch Full Video
  • The importance of consistency and communication (00:05:17) Consistency and communication are emphasized as crucial elements in the success of the business, with the focus on creating habits and holding each other accountable.
  • The need for testing and options in healthcare (00:07:08) The frustration of not being given the option for testing upfront in healthcare is discussed, highlighting the importance of providing options to customers in the automotive industry.
  • Onboarding new customers (00:08:54) The process of onboarding new customers is explained, including gathering information about their previous experiences and ensuring that the shop is the right fit for them.
  • Overcommunicate and Provide Peace of Mind (00:09:19) Rachel discusses the importance of providing customers with as much information as possible upfront, including financing options and warranties, to alleviate their concerns and avoid unnecessary phone calls.
  • Pre-Visit Communication (00:10:07) Sending videos, emails, or links to a special webpage to potential customers before their visit.
  • Listening to Sales Calls (00:11:12) Rachel emphasizes the importance of periodically screening and listening to sales calls to ensure service advisors are following processes, treating customers well, and getting new customers to visit the shop.
  • Recruiting Technicians (00:17:50) Rachel discusses the challenges of recruiting technicians and the efforts made to attract applicants.

Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

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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.

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