The Art of Client Appreciation [RR 915]

Dane and Cathy Bailey discuss their transition from a franchise to independent operators, the importance of trust and reputation, and their unique approach to customer relations. The Baileys emphasize the significance of creating a welcoming environment, particularly for female clients, and the role of personalized gestures like thank-you baskets and branded gifts in building lasting relationships. They also explore the parallels between the automotive and real estate industries, highlighting the importance of professionalism and quality service.

Cathy and Dane Bailey, Auto Experts, Colleyville, TX.

Show Notes

  • Watch Full Video 
  • Transitioning to Independent Operators (00:02:19) Dane and Cathy’s journey of transitioning from a franchise to independent operators and finding support through mastermind groups.
  • Role of Coaches in Business (00:04:23) The importance of coaching and advisors in business, drawing parallels with sports coaching.
  • Business Growth and Revenue (00:06:20) Discussion of the significant revenue growth of Auto Experts over the years and their marketing strategies.
  • Transition from Consulting to Automotive Industry (00:07:48) Dane’s transition from a consulting career to the automotive industry and the factors that led to this decision.
  • Client Experience and Marketing (00:09:23) Cathy’s role in marketing and creating a positive client experience at Auto Experts.
  • Female Clientele and Trustworthiness (00:15:25) The welcoming and trustworthy environment at Auto Experts that has attracted female clientele.
  • Importance of Trust in Customer Relations (00:16:23) The significance of trust and comfort in customer relations, particularly in a male-dominated industry.
  • The need for transparency and thoroughness (00:17:48) Discussion on the importance of inspections and transparency in the automotive industry.
  • Challenges and changes in business operations (00:18:12) Adapting to new industry standards and overcoming challenges in implementing changes.
  • The value of comprehensive inspections (00:20:20) Emphasizing the importance of comprehensive inspections and customer feedback.
  • Pricing and benefits of inspections (00:21:44) Explaining the pricing and benefits of different inspection services offered by the shop.
  • Importance of continuous learning and business operations (00:23:24) Learning from industry experts and implementing modern business practices.
  • Responsibility and trust in the automotive industry (00:27:22) Emphasizing the responsibility and trust required in the automotive business.
  • Expanding business and earning trust (00:31:04) Discussing plans for business expansion and the importance of earning and maintaining trust.
  • Building relationships and trust in real estate (00:34:13) Explaining the role of trust and relationships in the real estate industry and its relevance to the automotive business.
  • Auto Repair Leads (00:35:43) Discussion on acquiring leads through real estate connections and building trust with potential clients.
  • Client Appreciation (00:37:21) Use of modern CRM technology, follow-up calls, and personalized thank-you baskets for clients.
  • Website Design and Marketing (00:40:17) Collaboration on website design, professional photography, and videography for business promotion and client engagement.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting

Connect with the Podcast:

-Follow on Facebook:

-Subscribe on YouTube:

-Follow on LinkedIn:

-Follow on Instagram:

-Follow on Twitter:

-Visit the Website:

-Join our Insider List:

-All books mentioned on our podcasts:

-Our Classroom page for personal or team learning:

-Buy Me a Coffee:

-The Aftermarket Radio Network:

-Special episode collections:



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!