Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Watch Full Video Episode

“The reality of a client advocates daily work is translating fear into clarity.”

Shop owner and coach Clint White explores a powerful shift at the auto repair front counter, from “Service Advisor” to “Repairathist.” He explains that because vehicles represent freedom and control, many customers arrive feeling anxious and financially defensive. As a result, the Repairathist’s role becomes part technician, part therapist, focused on translating fear into clarity and helping people feel understood. Customers aren’t buying parts, he says; they’re buying relief.

The conversation dives into how to put this mindset into practice, starting with a “language shift” that replaces industry jargon like “diag” and “DVI” with clear, value-based explanations. This approach invites customers into the process instead of making them feel excluded. White also stresses the importance of transparency, showing clients the “MRI and X-ray” of their vehicle before prioritizing repairs, and ensuring that front counter promises align with what happens in the shop.

Ultimately, the episode defines the Repairathist as a professional with an “others first” mindset who builds trust through empathy, honesty, and consistency—delivering an experience so positive that customers remember how they felt more than what they spent.

Timestamps

00:00:00 – Introduction
00:01:45 – Introducing the “Repairist”
00:03:15 – Therapy at the Counter: Clint explains that a Client Advocate’s role is akin to a therapist, tasked with “translating fear into clarity” for anxious customers.
00:06:45 – The Psychology of the Car: Discussion on how vehicles represent freedom and control, making repairs an emotional issue rather than just a mechanical one.
00:10:15 – Selling Relief, Not Parts: Clint delivers the key insight that customers are not buying repairs; they are buying “relief from their current situation”.
00:11:30 – The Experience Economy: The “Steak Dinner” analogy—customers don’t remember the price as much as they remember how the experience made them feel.
00:14:00 – The Language Shift: Clint warns against using jargon like “diag” or “DVI,” which makes customers feel excluded or stupid. He suggests using “testing and procedures” instead.
00:19:15 – Transparency & The MRI: Clint advocates for showing the customer “everything that is knowable” (the MRI/X-ray) before asking them to make a decision.
00:20:45 – Hiring for Heart: Clint explains that he hires for a “servant’s heart” first; technical knowledge is secondary to empathy.
00:22:00 – The ROI of Empathy: Discussion on the business benefits of this mindset, including “sticky” clients, reduced staff turnover, and better reputation.
00:26:45 – Relationship vs. Transaction: Clint defines success not by money, but by building relationships strong enough that clients send Christmas cards years later

Clint White, Coaching with Integrity, clint@coachingwithintegrity.llc

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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/

Connect with the Podcast:

– Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/

– Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

– Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976

– 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/

– 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 Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.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

Thanks to our Partners, NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

Watch Full Video Episode

Three industry coaches, Chris Cotton, Brian Gillis, and Clint White, are redefining leadership by returning to shop ownership. They chose to re-engage, believing that staying in the trenches keeps their coaching grounded and relevant in a rapidly changing industry. They view ownership as a “learning lab,” testing strategies in marketing, staffing, and technology firsthand, then bringing real-world insights back to their clients. As they plan for the future, each is focused on sustainable growth, exploring private equity opportunities, and developing strong succession plans, all while keeping culture and quality at the core of their mission.

Chris Cotton, AutoFix Auto Shop Coaching, and the Chris Cotton Weekly Blitz Podcast

Brian Gillis, You Net-Results

Clint White, Coaching with Integrity

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/

Thanks to our Partner, KUKUI

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

Thanks to our Partner, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Connect with the Podcast:

• The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.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

This episode explores how effective coaching can pay for itself by improving client interactions and boosting profitability. By listening to calls and identifying areas of opportunity, coaches help advisors address customer needs more accurately. Discover why one-on-one coaching is a valuable investment for shop owners aiming to enhance their business performance and customer experience.

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE

Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE.

Show Notes

• Watch Full Video Episode
• Shift from Training to Education (00:03:26) Carm discusses the importance of shifting the terminology from training to education.
• One-on-One Coaching Experience (00:04:36) Rena explains the differences between teaching classes and providing personalized coaching.
• Intimacy in Coaching (00:06:04) Rena emphasizes the intimate nature of one-on-one coaching and its benefits.
• Vulnerability in Growth (00:07:18) Clint discusses the role of vulnerability in personal and professional growth.
• Maintenance of Skills (00:09:33) The importance of continuous education and maintenance in skill development is highlighted.
• Phases of Training (00:10:27) Rena describes the six phases of training and the cyclical nature of learning.
• Weekly Coaching Importance (00:11:23) Rena mentions the frequency of coaching calls and their significance in professional growth.
• Community Aspect of Training (00:13:30) Clint speaks on the necessity of community and interaction in coaching.
• Interpersonal Skills in Shops (00:16:09) Clint addresses the challenges of interpersonal skills and communication within shops.
• Effective Daily Training (00:19:28) Discussion on intensive training classes and their impact on team development in the automotive industry.
• Intimate Coaching Sessions (00:20:32) Preference for small group coaching to enhance communication and interpersonal skills among team members.
• Importance of Vulnerability (00:21:19) Clint shares insights on vulnerability and the need for ongoing support in coaching environments.
• Investment in Training (00:23:15) Exploration of how shop owners should allocate budgets and time for effective training and coaching.
• Coaching Value (00:24:46) Coaches emphasize the return on investment from effective coaching through improved client interactions.
• Excuses from Shop Owners (00:25:26) Discussion on common excuses shop owners give for not investing in coaching and training.
• Time Management in Coaching (00:27:31) Strategies for fitting coaching sessions into busy schedules, including combining them with lunch.
• Shifts in Customer Behavior (00:28:47) Analysis of how customer attitudes have changed post-COVID and the need for updated training.
• Economic Changes Impacting Sales (00:31:22) Discussion on rising costs affecting customer spending and the importance of value presentation.
• Call Scripts in Training (00:32:35) The significance of scripts in coaching to ensure consistent and effective communication with customers.
• Feedback and Improvement (00:34:39) Emphasis on celebrating wins and learning from mistakes through call reviews to improve service skills.
• Patterned Approach to Sales (00:37:14) The necessity of following a consistent pattern in customer interactions for better service delivery.
• Best Practices in Customer Interaction (00:38:32) Teaching best practices to avoid offense and ensure customer care, even during absences.
• Building Self-Confidence (00:39:09) Discussing the importance of self-confidence and the need for continual conditioning in service advisory roles.
• Muscle Memory in Communication (00:40:13) Drawing parallels between physical conditioning and developing automatic responses in customer interactions.
• Understanding Customer Needs (00:43:13) Emphasizing the importance of understanding customer intentions to provide tailored service.
• The Value of Coaching (00:48:28) Discussing the importance of investing in coaching for service advisors and the benefits it brings.
• Coaching as a Gift (00:49:53) Reframing coaching as a positive enhancement rather than a punishment for team members.
• Final Thoughts on Coaching (00:50:22) Encouraging listeners to view coaching as a valuable investment for personal and professional growth.

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, Auto-Fix Auto Shop Coaching

Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.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

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/

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

Connect with the Podcast

-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

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

Watch Episode HERE

Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Listen to Aaron’s previous episodes HERE

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE

Jim Fleischman, Automotive Alley, Arcade, NY. Listen to Jim’s previous episodes HERE.

Deidre Parker, Chloe’s Auto Repair, Woodstock, GA.

Show Notes:

•  It’s your second opportunity!
• Address the issue promptly: When a customer returns with a complaint or problem, the repair shop should address the issue promptly and efficiently. This includes communicating clearly with the customer about the problem and what steps will be taken to resolve it.
• Re-diagnose as a Team: The original technician and another technician/manager/Forman should thoroughly verify and diagnose the issue TOGETHER to determine the cause of the problem and the appropriate solution. Another misdiagnosis or underdiagnosis will damage the repair shop’s reputation and further destroy the client’s trust.
• Prioritize the repair: Comebacks should be prioritized over other work to ensure the customer’s vehicle is repaired immediately. This demonstrates the repair shop’s commitment to customer satisfaction.
• Analyze the root cause: When a comeback occurs, the repair shop should analyze the root cause of the problem to identify any areas for improvement. This includes reviewing the repair process, technician training, and parts selection. Implementing changes to address the root cause can help prevent future comebacks.
• It may not be your fault, but it is your problem- empathy, resolve, and quickness. Evidence will be the evidence, but there is an opportunity to have integrity.
• Establish a healthy culture of accountability.
• Assume derived from the individual, but what about your processes? Communication error? What is your definition of a comeback at your shop?
• Documentation of the initial visit
• What is the greatest prevention tool? Final QC process 
• “Cherish the Customer” allowance for customers
• Aaron Woods: We define comebacks as any reason a customer has to return due to an error in communication or workmanship. Each technician is responsible for ensuring their comebacks are at or below 2% of their total car count. We display each technician’s scorecard at our weekly Monday morning production meeting and discuss all numbers as a group. This also helps establish peer-to-peer accountability as well.
• Hunt Demarest- Accounting for Internal and Warranty Work

QC CHECKLIST:

• Test drive the vehicle and verify that the PRIMARY CONCERN has been resolved.
• Visually check that all other work has been completed according to the repair order.
• Inspect the vehicle to ensure that there are no new scratches, dents, or other new damage (See Intake Pictures in the DVI for reference)
• Verify that the vehicle has been cleaned and is free of any debris or grease marks/stains.
• Verify that all peripheral components that were removed during the repair have been reinstalled and are functioning correctly (i.e. Engine Covers, Air Filter Box, Oil Caps, Lids, etc)
•  Check that all fluids have been topped off to the correct levels whether they were serviced or not. NO FLUID LEAVES LOW
•  Inspect the tires to ensure they have been properly inflated.
•  Manually retorque lug nuts if wheels were removed for any reason.
• Check that all warning lights and error codes have been cleared and are not displaying unless previously declined by the customer.  VERIFY ALL MONITORS HAVE RUN/PASSED
• Verify the LOF sticker is present and ACCURATE
• Reset the Oil Life Monitor -or- Maintence/Service Reminder.
• Vacuum floors, clean windshield inside and out, and refresh wipers if not replaced.
• Park vehicle in Launch Pad, remove seat cover & floor mat and place “gift” for customer on the dash or in plain sight.

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Connect with the Podcast

-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
-The Aftermarket Radio Network: https://aftermarketradionetwork.com
-Special episode collections: https://remarkableresults.biz/collections

Support our partners:

We are on Part 2 of our Service Advisor Overload discussion because we couldn’t fit it all into 1 episode! How ironic! Did you know most shops are missing $300-500k in gross profit dollars because their service advisor doesn’t have the time to tap into those dollars? You must build a wall of support around your service advisor.

Watch Episode HERE

Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Listen to Clint’s previous episodes HERE

Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE

Show Notes:

• Service Advisor Overload [THA 305]
• Don’t have your advisors do your job as a shop owner- create the environment for success
• VOIP phone systems for a streamlined process
• Don’t have one email for the whole shop!
• Are your advisors doing things manually when they could be automated?
• “Appointment Request” for the website
• Alert the customer of the progress (text capabilities)
• Pre-booking- preventative maintenance, tire changeovers during downtime of the year
• Are you “wing it” automotive?
• What is your onboarding system for an advisor? What are their holes from a behavioral standpoint? 
• Soft skills KPIs for service advisors? Measure, track, gauge and improve
• Be professional- leave the drama at home
• Accountability coach
• Understand the probabilities of each department in your shop- don’t mask it all together.
• Slowly growing into an overload- it doesn’t happen overnight.
• Eliminate Diversity Overkill- stick with what you’re good at!
• Fireflies.AI

Thanks to our Partners Shop-Ware and Delphi Technologies

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

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

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Support our partners:

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

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

How many different hats and roles do service advisors have? Are they your social media manager, fleet manager, shuttle driver, facility manager, vendor manager,  receptionist and more? The efficiency of your service advisor is critical for the overall health of your business.

Watch Episode HERE

Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Listen to Clint’s previous episodes HERE

Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE

Show Notes:

Service Advisor Expectations

1. Receptionist / Scheduler
2. Customer Service Representative
3. Customer Relations Manager, CRM
4. Fleet Manager
5.  Sales Representative
6. Dispute Resolution Manager
7. Vendor Manager
8. Warranty Manager
9. Front-line Marketing Representative
10. Workflow Dispatcher
11. Shop Manager / Team Leader
12. Parts Representative and Manager
13. Technology Software Representative
14. Gatekeeper for the Shop Owner
15. Shuttle / Rental / Loaner Fleet Manager
16. Accounts Receivable Manager
17. Facility Manager
18. Work 9-10 hours working through lunch
19. Make only $60,000 to $80,000 a year

• Most shops miss at least $300,000 to $500,000 in GP dollars that come in their front door and walk right back out partly because the advisor doesn’t have the time to create or tap into those GP dollars.
• Adding personnel creates a better stress-free environment to capture NEW GP dollars. Each advisor has an admin assistant. Hire a second or third advisor and divide up the roles over three advisors. Hire a customer relations/receptionist manager. Hire a parts expeditor. Hire a service expeditor. Hire a Call Center. Hire a Shop foreman that dispatches all work and handles technology. Hire an Advisor Efficiency Coach
• Define the role and character traits

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

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

In the world of the customer, do they know what DVI stands for or what an inspection really is? Have you thought about calling it a “Vehicle Health Check?” My panel discusses the importance of transparency with your customer and why you might want to change the term ‘DVI.’

Watch the Episode on YouTube

Clint White, Service Advisor Coach & Shop Consultant with CWI. Listen to Clint’s previous episodes HERE

Ryan von Steinen, General Manager, JB Import Automotive Repair, St. Petersburg, FL

Adam Liu, Essential Auto Care, Middle Village, NY

Key Talking Points

• Inspection vs Vehicle Health Reports. With a digital format available that delivers much more transparency and value, we need an UPGRADED term for our in-depth process that we present to each customer
• The value in GREAT and Personable Vehicle Health Reports to technicians, advisors, and the facility. 
• In states such as NY, any kind of “inspection” usually resonates with State Inspection.
• In-depth Vehicle Health & Safety Evaluation
  • IN-DEPTH – An extremely high-value, thorough & extensive process that focuses on knowing actual conditions, measurements & facts.
  •  If it can be known it WILL be known; and if it is known then it WILL be shown – C. White
  • VEHICLE HEALTH – Just like the human body, a vehicle can be in a poor state of well-being, leading to unreliability, poor fuel economy, and inconvenient break-downs.
  • SAFETY – Equally as important as Vehicle Health, Vehicle Safety or the lack thereof directly impacts the consumer’s peace-of-mind
  • EVALUATION – A physical assessment (including test drive) of the entire vehicle performed by an expert technician in which the condition of every accessible system in the vehicle is scrutinized, documented, and reported to the customer in an easily understandable format.

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

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

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

The aftermarket is blazing busy. We may think that boomtown will continue without an end in sight. But what are your ‘slow day action plans?’ Some who have not been doing things ‘right’ are feeling the ebb and flow of typical cycle times, holidays, back to school, vacations, weather, and travel. Let this episode help you re-think how you prop up your business. Stop stopping.

Watch the Episode on YouTube

Kim Walker, Shop Marketing Pros, Listen to Kim’s other episodes HERE.

Aaron Woods, X-tra Mile Auto Care, Stillwater, OK. Listen to Aaron’s previous episodes HERE

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Listen to Clint’s previous episodes HERE

Key Talking Points

• Staying ahead of the curve. What we do today, is what we have tomorrow. 
• An effective SDAP (Slow Day Action Plan) isn’t something you pull out of a drawer or your SOP binder on days when the phone isn’t ringing and there are no cars in the bays.
• The most important slow-day tool is already in your toolbox. You just need to know how to use it- be proactive, not reactive. Shop management platforms (tracking and analytics), CRM programs (managing the analytics), brand awareness, appointment reminders
  
• Tire pressure checks- touchpoint opportunity
• Service advisors- create urgency and can maintain urgency through booking future appointments. Customers will match your urgency.
• Strengthen your relationship with customers
• How involved are you with your community?
• “Stop Stopping”
• “If you’re not growing, you’re dying”
• Assessment- how do you look from an outside perspective? Reviews? Social media presence? Website? Financial scrub of dollars going out?
• Social posts: new equipment, ‘unboxing’ which attracts new customers and technicians
• Actively participate in Follow-up and Marketing- when are you reaching out after the sale? 3 Days?  30 Days? How are you reaching out after the sale? It is critical that we honor our customer’s PMOC (preferred method of contact)

Connect with the Podcast

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

More Time. More Profit. Shop-Ware Shop Management getshopware.com

See how Broadly can help YOU grow your auto shop. getbroadly.com/chat

How aligned are your business standards with the core values of yourself, and your team members? What are your corrective action plans? I’m with Clint White at Vision 2022 and we discuss accountability when things don’t go as planned in your business. It happens to everyone, but how to address it is a critical step some owners miss. 

Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE

Key Talking Points

• Accountability- process to actively participate in
• Standards- SOPs are required for all businesses, but do your employees know the foundation they’re built on? Failure to follow the process. If ‘rules’ are integrated with core values they will be followed. Set clear expectations based on core values. What does it mean to succeed/do the right thing?
• Corrective action/reprimand because they are afraid of losing someone- stunts growth
• Neglect isn’t effective- leaders must hold themselves accountable
• People behave differently when they’re being ‘watched’ 
• Training adheres to standards
• Defined corrective action plan- gives structure, form/meeting/counseling. Identify the event, identify the ‘why’(was it a technical issue, personal issues?) actionable steps to avoid the mistake again, its improvement and growth.
• Reward and recognition- team bonuses together

Connect with the Podcast:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX – Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

More Time. More Profit. Transform your shop at getshopware.com/carm

Rachel Spencer (Shop Owner), Spencer’s Auto Repair, Krum Texas

Roddy Blaylock (Shop Foreman) Barton Automotive, Wadesville, IN

Clint White has been passionately immersed in the Automotive Industry for over 25 years. He is a Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. He began his career as a Technician at a local two-bay shop in 1995 and over the course of the next two and a half decades honed his sales, technical, and management skills while living in Washington & S.E. Idaho. During his journey, he has never stopped learning and has been blessed to work for and with those who value education, training, and coaching. In everything he does, Clint is focused on people and excellence! Whether it be coaching & training Service Advisors to sell with passion & integrity or working directly with Shop Owners to improve team accountability and streamline process implementation, Clint’s passion is to elevate the Automotive Industry across the nation to ensure every customer consistently receives the highest level of service.

Contact Clint White HERE

Clint’s Previous episodes HERE

Key Talking Points

• Reality check–  The world around us has drastically changed yet many in our industry continue to operate as though it hasn’t. Replacement vehicles are significantly overpriced and inventory is severely limited. RESULT:  Customers MUST repair what they own and they know it! Technicians are in short supply and many shops are understaffed. RESULT: Same-day service is harder (or impossible) to deliver on, yet we keep trying? Parts are harder to find and slower to be delivered leaving Vendors stretched thin. RESULT:  Repairs take longer, especially when we choose to wait for the best quality parts.
• Sell correctly- have properly trained service advisors. Sell with confidence that it will be pushed back, don’t make it sound negative. Make it a positive experience. Build cushion when scheduling out. Continue to provide exceptional customer service.
• It’s time to prepare for the future- things won’t “go back” to the way it was and it shouldn’t
• Scheduling is like chess, plan your moves, close the expectation gap with customers, staff, and vendors. under-promise/over-deliver
• The importance of communication between technicians and service writers-updates- everyone needs to be on the same page
• SOP’s- Develop habits and have structure
• Proper mindset when repairing vehicles- reduced/eliminated comebacks improves moral and elevates self-worth
• The Dualistic Shop:  In order to schedule workflow effectively, we must view our shops as if they are actually “two in one”; operating independently but in perfect harmony while under one roof. Diagnostic Facility- all testing, inspecting, DVI’s and LOF’s occur FIRST. Bay management is maximized as cars rotate in and out once testing/inspecting is complete. Repair/Production Facility- Scheduled & Pre-Sold repairs are performed after all testing & DVI’s are completed for the day.
• Time Block Scheduling Example- Each Technician’s productivity potential and efficiency percentages must be known. Schedule each Technician at 87.5% of what they are capable of producing daily. Tech capable of 8 hours of production in an 8-hour day is 100% productive. 8 hours X .875 = 7 hours. Leaves 1 hour a day open for walk-in’s, emergencies, catch up from yesterday

Connect with the show:

Aftermarket Radio Network

Subscribe on YouTube

Visit us on the Web

Follow on Facebook

Become an Insider

Buy me a coffee

Important Books

Check out today’s partners:

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day.
Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/chat to learn more.

Key Talking Points

• Qualities- driven, goal-oriented, inner drive, help first mentality, ambitions in life “build own company within the company.” How would you treat your customers if this was your company? Building relationships and memorable experiences. Do customers remember their names? Sale is an end result of the transaction, focus on things leading up to the sale- establishing trust, presenting value in services, educating. Taking uncomfortable situations/panicked customers and reassure them so they let their guard down. Always want to grow. 
• The Ideal Team Player by Patrick Lencioni- humble- the absence of ego, acknowledge weaknesses and address it, hungry- what are you doing to improve yourself? and smart- Shows empathy to others, demonstrates intuition when interacting with others
• Power of Vulnerability book by Dr. Brene Brown – understanding the difference between sympathy and empathy 
• 7 habits of Highly Effective People book by Stephen Covey- seek first to understand then to be understood 
• Read the room- socially and interpersonal awareness
• Listener qualities- hear and understand customers, giving solutions, empathy
• Face to face relationships- body language, tone of voice, picking up key cues
• Service advisors and technician relationship- ask questions, know what you’re selling and why, pressure regulator-bring it down to common knowledge, demonstrate the need for service- language customer understands, what will happen when left neglected  
• DVI and service advisor- a new way to present information, builds value but doesn’t take human interaction away. Sell with confidence. It’s a tool, not the only tool. 
• Holding onto service advisors too long- face of company and when the wrong person is in that seat it can be detrimental to the company. One unhappy customer can lose 10K in sales per year. Trust is the hardest to gain and the easiest to lose. Be proactive, not reactive to toxic situations. 
• Finding service advisors and developing them- professional groups, customer service based sales industry, hospitality industry, restaurants 

• A special thanks to Emily Sundstrom, Aaron Woods and Clint White for their contribution to the aftermarket.

• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter  LinkedIn   Instagram  Youtube   Email  

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

Doug Grills from AutoStream Car Care Center is a chain of 7 family-owned, automotive service facilities that deliver honest and professional automotive repair and maintenance services to customers in the Greater Baltimore/Washington, DC area. Doug along with his partner Rick Levitan has been around the service station business for over 25 years and has built their reputation by offering best-in-class service to their customers. All AutoStrem Car Care technicians are ASE Certified and the shops are AAA approved. Listen to Doug’s previous episodes HERE.

Mike DelaCruz- National Sales Manager, Auto at Broadly

Clint White has been passionately immersed in the Automotive Industry for over 25 years. He is a Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. He began his career as a Technician at a local two bay shop in 1995 and over the course of the next two and a half decades honed his sales, technical, and management skills while living in Washington & S.E. Idaho. During his journey, he has never stopped learning and has been blessed to work for and with those who value education, training, and coaching. In everything he does, Clint is focused on people and excellence! Whether it be coaching & training Service Advisors to sell with passion & integrity or working directly with Shop Owners to improve team accountability and streamline process implementation, Clint’s passion is to elevate the Automotive Industry across the nation to ensure every customer consistently receives the highest level of service. Previous episodes HERE

Key Talking Points

1. Being On Time

• Responsibility and create an environment you want to be in and be on time
• Avoid anxiety when rushing
• Be early to be on time for your customers
• Being late affects ourselves and other people

1. Making an Effort

• Showing effort and giving 100% is showing commitment, demonstrating to everyone else on team
• Be focused on your work, lead by example, don’t miss things you’re required to do

1. Being High Energy

• Doesn’t mean coffee or energy drinks, its having an internal flame
• People are drawn to others with high level energy
• Introvert- quietly stir the flame, be intentional, choose enthusiasm
• Stress kills energy- humor, exercise, sleep etc
• Create work life harmony- life outside of work that stirs your passion will reenergize you

1. Having a Positive Attitude

• Take a hard look at the impact you have on people and business
• You don’t know what is going on in other peoples lives- words and attitude are powerful
• Do you want to have a positive or negative impact on others?
• Leave your problems at the door and be kind
• Failures and disappointments happen- vent upward not downward

1. Being Passionate

• Passion involves feeling and emotion and is infectious
• Smile when answering the phone- “feel the smile”
• Sales- the transference of feelings

1. Using Good Body Language

• First impressions are everything- made within 7 seconds of contact
• Positive non verbal cues- engaged, approachable
• Eye contact, smiling, posture, arms and hands (cross arms, hands in pockets =not engaged)
• Non verbal cues must match your verbal cues!

1. Being Coachable
2. No ego when coming together to achieve a common goal- build together
3. Allow yourself to be coachable- be humble and open to learning/new ideas
4. Doing a Little Extra

• Be willing to go above and beyond
• Price of entry- doing what you’re required to do. Living the job description
• Push yourself and take initiative

1. Being Prepared

• 100% effort- proactive to be prepared
• Cant serve others when ill prepared
• Essential and not optional when it comes to reducing stress
• Success doesn’t come from what you do occasionally, it comes from what you do consistently

1. Having a Strong Work Ethic

• Always building a reputation- invest in yourself, team and company
• Work hard and generate results.

1. BONUS

• Be humble and be kind

Chick fil-A https://www.youtube.com/watch?v=2v0RhvZ3lvY

• A special thanks to Doug Grills, Mike DelaCruz and Clint White for their contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter  LinkedIn   Instagram  Youtube   Email  

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

Clint White has been passionately immersed in the Automotive Industry for over 25 years. He is an Owner / Service Advisor Coach / Shop Consultant with ShopVision and currently still holds his ASE Master Tech, Under Car Specialist, & Service Writer Certifications. He started wrenching full time at a small independent shop in 1995 and over the course of the next two and a half decades he has managed & teched at Midas, a Chevrolet/Cadillac dealership and a handful of independent repair facilities in Washington & S.E. Idaho.

During his journey he has never stopped learning and has been blessed to work for and with those who value education, training and coaching. He has been through various facets of automotive training including GM, ATI & RLO and even took it upon himself to attend Northwest University for 2 years to complete his Ministry Leadership degree to become a licensed Pastor all while successfully & profitably running a shop full time…(talk about being stretched!!!). Needless to say, his fire is lit !!!

In everything he does, Clint is focused on people and focused on excellence! Whether it be coaching & training Service Advisors to sell with passion & integrity or working directly with Shop Owners to improve team accountability and streamline process implementation, Clint’s passion is to elevate the Automotive Industry across the nation to ensure every customer consistently receives the highest level of service possible – every phone call, every visit, every repair, every time !

Dan McWilliams started his journey in the Automotive Service Industry on October 1998 when starting his education at Automotive Training Center in Exton, Pa during which he developed his passion for Automotive Service Excellence. Started working in the field as a technician January 1999. Graduated in May 2000 from Automotive Training Center with a degree in Specialized Automotive Service Technology. Has always strived for excellence and providing the best service by constantly attending training. After 17 years as an Automotive Technician during which becoming the lead technician He expanded his career into the Service Manager position in 2016. Dan has continued his passion to offer the best Automotive Service and is continuously training to learn to offer the best Client experiences for Automotive Repair with the goal of Owning and Managing his own Automotive Repair shop.

Benjamin R. Lesueur is the General Manager of Oxford Automotive. Ben is a young, driven individual who is motivated to learn and overcome obstacles unlike most of his peers. He has a vision for business growth and employee development to succeed in unison with his team and applies unconventional solutions to create remarkable results. Ben started his journey pushing a broom for the shop owner at Oxford Automotive back in 2018 when he graduated high school and has taken on every opportunity to grow the operation. James Church, the owner of Oxford, and Ben have taken a team-like mentality to both grow personally and professionally. Ben was promoted from pushing a broom to Service Manager within 2 years of service at Oxford and became the company’s first General Manager then a year later. This team’s success has allowed them to venture onto a second location and expand their operations beyond expectation. Through proper delegation, accepting feedback, and creating a very positive family like atmosphere Ben and his team have been able to create a winning operation for all members involved.

Scenario #1 (contains 2 parts)

SA: Clint, Customer: Dan, Observer: Ben

The goal of this 2-part role-play is to demonstrate the importance of  closing the expectation gap on the inbound (appointment setting) call and how vital it is to make the sale by building anticipation in the results of the DVI)

(Focus – Making the Sale)

PT-1: A first-time customer calls in to the shop to schedule a drop-off appointment on their 2012 Toyota Camry (4cyl / 118k miles) for a state-mandated safety inspection & emissions test.

PT-2: The SA calls the customer to discuss the results of the DVI as well as the findings on the state-mandated safety inspection and emissions test.       

Scenario #2

The goal of this roll-play is to demonstrate the effectiveness of the SA in how they calm the customer and build value in their services while retaining the sale

SA: Ben,  Customer: Clint,  Observer: Dan

(Focus – Saving the Sale)

A repeat customer with a 2014 Chevy Cruze (4cyl / 86k miles) has already authorized the replacement of the coolant outlet housing, the thermostat assembly, and a cooling system exchange for $650 and the work is already in progress. However, after calling a cheaper shop down the road to compare prices, they have called to stop repairs and come pick up their vehicle.

 Scenario #3

The goal of this roll-play is to demonstrate the effectiveness of the SA in scheduling deferred services at the cash-out

SA: Dan,  Customer: Ben,  Observer: Clint

(Focus – Setting up a Future Sale)

A new customer with a 2015 Chevy Silverado 1500 (5.3L, 4WD, 121K miles) is at the counter picking up and cashing out after having had an oil change, tire rotation, and air filter replacement. They were previously presented with a DVI and they elected to decline the following repairs. Front Brakes (less than 1mm & rotors deeply scored). 

Resources:

• A special thanks to Clint White, Dan McWilliams, and Ben Lesueur for his contribution to the aftermarket.
• Books Page HERE
• Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook   Twitter   Linked In   Email

Mobile Listening APP’s HERE

Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com

 Your Learning Curve Never Sounded So Good

The Panel:

Clint White holds the ASE Master Tech, Under Car Specialist, & Service Writer Certifications. He started wrenching in 1995 and landed his first job via BBB chat room connection. Clint moved on to manage & tech at Midas and then at an independent shop. He moved to Idaho to get away from the overcrowded West Coast and worked as a Chevrolet/Cadillac tech.

Next, he managed another independent in Meridian Idaho. While there, the owner of the business sent me to shop owners training through RLO and ATI 2-3 times a year and he also took it upon himself, at the same time, to attend Bible College full time for 2 years and become a licensed Pastor (talk about being stretched!!!). His fire was lit !!

Clint found out quickly he has a passion to OWN his own shop and a passion to TRAIN/TEACH people. His world was rocked when his father (also a Pastor) was diagnosed with Parkinson’s, Prostate Cancer, had neck surgery and a knee replacement all within a short span of time. Clint moved home to spend time with his Dad. It was a tough choice to leave what he had in Idaho but for him, family must come first.

Clint now manages one of two shops owned by a shop owner he teched with way back in the day.  Coopers Auto Repair Specialists in Tacoma, WA. Listen to Clint’s previous episodes HERE.

Barry Barrett is an authority on sales and selling. He is the Director of Training for RLO. Barry’s sales and training capabilities operate at full capacity in his dual roles as the lead salesperson and service manager trainer.

During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.

Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. Barry is a Ziglar Legacy Certified Coach. Listen to Barry’s previous episodes HERE.

John Vasquez is the Shop Manager and Service Advisor at Los Gatos Auto Service since 2006. As a child, John was always into cars. That love never went away and he thought that the automotive industry would be a good place to start his career. He first worked in a parts department for a local distributor, then moved on to detailing vehicles at a Volkswagen dealership. After about a year and a half, he worked his way up to valet, then greeter and finally, service advisor which he really enjoyed and just confirmed for him that he had picked the right career path. He enjoys spending important time with his wife and daughter. If he is not watching the Niners, Warriors or Giants, you’ll find John enjoying some delicious food and/or taking in a movie.

Role Plays:

#1. A very common call ……How much is a tune up?  On this one the year make and model doesn’t matter…..

Customer: John   Service Advisor: Clint    Observer/Coach: Barry

• We think customers ask for a price way more than they do.
• About 25% of prospects ask for a price.
• Great service advisors will get about 10% of price requests because they are using the Socratic Question method.
• Clint showed his pace so he slowed John down.
• This is a very common call, almost 50% of the calls that come in.

#2. The service writer is calling back a customer with a 2008 Toyota Highlander with over 200k miles.

Customer: Clint   Service Advisor: Barry   Observer/Coach: John

 When they brought the vehicle in, it was running poorly and they were very open about the fact they had done little to no maintenance to the vehicle Upon inspection it was found it needed over $4000 worth of repairs just to make it safe and reliable, not to mention a few other maintenance issues that could be deferred for a few months. The tension in this scenario is very much a daily one in real life…..How do you sell a large repair on a vehicle that “blue book’s” for less than the needed repairs?

• Barry does the ‘set-up’ for this role play.
• This is an example of spending $4,000 on safety and reliability vs $30,000 for new, plus depreciation, higher insurance and registration fees.
• The vehicle has not had maintenance in 10 years and it now needs $4,000 or on average $400 a year for the last 10 years. A very low number to have maintained that car each year vs buying new.
• Prepare for this call by doing the math on different scenarios.
• Some service advisers sometimes sell with their own wallet. If they personally can’t afford the repair, they have a tough time selling it.
• If you can’t afford $4,000 how can you afford $30,000, even long-term, plus, plus.
• If they are thinking of a new car used or new, have a referral ready.

#3. Customer calls in stating their vehicle won’t go faster than 30 miles an hour and has a driveway diagnostics remedy.

Customer:  Barry    Service Advisor: John       Observer/Coach: Clint

 The customer states they went to an auto parts store where the employee there plugged in a scanner. The customer then provides codes indicating transmission troubles and says the auto parts store employee said they need a new transmission (driveway diagnosis).

• Careful on the detail you provide. Don’t build the watch, just tell the time. (Don’t overcomplicate)
• Magic box at the parts store is very different than what you have.
• Transmission may not even need replacement.
• Use high caliber words.
• Barry was ready to set the appointment way before he asked.
• Great language. “I would like to invite you in.”
• Always think Unique Selling Point.
• Building trust is not installing a transmission if one is not necessary and didn’t solve the problem.
• Learn to be confident in your presentation by practicing. Confidence comes from mastery.Practice makes permanent.
• Practice with a purpose.

#4. Selling a larger part/repair that involves a “dealer only” part.

Customer:   John Service Advisor: Clint      Observer/Coach: Barry

The savvy customer has already viewed his DVI and has already called the dealer parts dept to get a “list price” on the needed Powertrain Control Module (PCM) for his 2016 Dodge Grand Caravan. The rub on this one is the need to sell parts with the appropriate markup/margin to be able to stand behind the warranty on the repair….

• Never use ‘about’ to convey price of job. Always be exact when giving the price. Leave no room for negotiation.
• Always say ‘investment’
• Be careful when using the steak in restaurant analogy.
• Is peace of mind warranty important to you. Dealership warranty vs aftermarket.

Resources:

• A link to Part 1 – Service Adviser Role Play HERE.
• A special thanks to Barry Barrett, Clint White and John Vasquez for their contribution to the aftermarket.
• Books Page HERE
• Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Facebook Twitter Linked In Email

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com