Remarkable Customer Service Stories from Red Rock Repair [RR 912]
Danielle Vila discusses the importance of customer service in the industry and shares her strategies for quality control, the benefits of a reliable shop management system, and the significance of standing behind services and parts. The conversation also covers unique marketing strategies, the value of maintenance, community involvement, and the impact of these on business growth and customer trust.
Danielle Vila, Red Rock Repair, Las Vegas, NV. Danielle’s previous episodes HERE
Show Notes
- Watch Full Video Episode
- Selling Premium Work at the Shop (00:05:45) Exploration of how Red Rock Repair sells their premium work by building value and emphasizing customer service, with reference to a study on anxiety-inducing consumer experiences in automotive repair.
- The Importance of Customer Service (00:07:05) The significance of customer service in the automotive industry, including the role of the service advisor in building trust, explaining costs, and meeting customer expectations.
- The importance of customer experience (00:08:06) Discussion on the growing trend of customer experience and the role of a client experience officer in a company.
- Attention to detail in customer service (00:09:18) Importance of small nuances in customer service, such as offering different beverage options and ensuring a clean and well-maintained vehicle.
- Elevating services and competing with other shops (00:12:21) Challenges faced by small businesses including increasing labor rates, attracting good technicians, and elevating the overall customer experience.
- The importance of warranty and standing behind services (00:17:46) Discussion about the significance of offering warranty on services and parts, and the negative impact of not standing behind them.
- The success of a shop with a lifetime warranty (00:19:03) Exploration of a shop that offers a lifetime warranty and how it contributes to their success and customer focus.
- Hiring for attitude and culture fit (00:22:09) The importance of hiring employees with the right attitude and energy to fit into the shop’s culture, and how it affects the overall atmosphere and success of the business.
- The CRM engine (00:25:37) Discussion on the importance of CRM in marketing and customer retention in the automotive repair industry.
- The toothbrush metaphor (00:26:33) Exploration of the idea of using toothbrushes as a metaphor to encourage customers to prioritize maintenance and preventive services.
- Community involvement (00:30:14) Plans to implement programs such as food drives and donations for local shelters to make a positive impact on the community.
- Supporting the local food bank (00:31:56) Conversation about the best time to support the local food bank, focusing on the needs during the summer months when children are home and may not have access to food.
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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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