You searched for "rachel spencer" - Remarkable Results Radio https://remarkableresults.biz/ Automotive Repair Business Success Stories Tue, 26 May 2026 17:26:33 +0000 en-US hourly 1 https://remarkableresults.biz/wp-content/uploads/2020/05/cropped-site_icon-32x32.jpg You searched for "rachel spencer" - Remarkable Results Radio https://remarkableresults.biz/ 32 32 When Personal Stress Walks Into the Shop: How Leaders Protect Performance [THA 487] https://remarkableresults.biz/remarkable-results-radio-podcast/a487/ Fri, 29 May 2026 19:00:00 +0000 https://remarkableresults.biz/captivate-podcast/a486/

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

Watch Full Video Episode

Are you tired of telling your staff to “leave their problems at the door”?
The reality is, what happens outside the shop often follows employees into the bays, the service counter, and every customer interaction throughout the day. Financial pressure, family struggles, burnout, stress, and emotional fatigue all impact confidence, communication, productivity, and sales performance, whether leaders recognize it or not.

In this insightful episode, Rena Rennebohm, CEO of Empowered Advisor, and service advisor coach and shop owner Rachel Spencer, challenge the old-school mindset of “leave your problems at the door” and explore what modern leadership really looks like in high-performing repair shops.

The strongest shops aren’t built only on process and productivity; they’re built on leaders who understand people.

What You’ll Learn

  • How personal stress impacts sales performance and customer communication
  • Why technician morale directly affects advisor confidence and trust
  • The connection between emotional stability and shop productivity
  • How great leaders identify performance struggles before KPIs decline
  • Why empathy and accountability must work together
  • The importance of daily check-ins and emotional awareness
  • How negativity spreads through shop culture and how leaders can stop it
  • Why “soft skills” have become essential leadership skills in auto repair

When employees feel supported, understood, and valued, communication improves, confidence grows, and performance follows. This episode offers practical insights for shop owners and managers who want to protect team performance, strengthen culture, and lead more effectively in today’s high-pressure auto repair environment.

Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE.
Rachel Spencer, Spencer’s Auto Repair, Krum, TX. Rachel’s previous episodes HERE
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/

 

 

]]> Human Connections: Mastering Soft Skills in the Modern Workplace [THA 398] https://remarkableresults.biz/remarkable-results-radio-podcast/a398/ Fri, 13 Sep 2024 19:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a397/

In this episode, Carm Capriotto brings insights into the critical role of soft skills in the automotive industry. The discussion centers around the importance of communication, empathy, and active listening in fostering better customer relationships and enhancing team dynamics. Perfect for business owners, service advisors, and automotive professionals looking to elevate their operations. Prioritize the development of soft skills within your team, and watch as your business thrives in a more supportive and cohesive environment.

Darrin Barney, President, Elite Worldwide, Barney Brother’s Off-Road and Repair, Grand Junction, CO. Darrin’s previous episodes HERE

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

Bill Snow, VP of Franchise Development and Operations, Rad Air. Listen to Bill’s previous episodes HERE

Show Notes

  • Watch Full Video Episode
  • Upcoming Events (00:02:35) Darrin shares details about the “Fly with the Eagles” training course and the “Ignite” event in Dallas. https://eliteworldwide.com/events/
  • Discussion on Soft Skills Gap (00:04:13) A gap in soft skills among students and the need for professional interaction training.
  • Rachel on Communication (00:05:24) Rachel discusses various forms of communication and the importance of closing the expectation gap.
  • Three-Second Rule (00:06:41) Darrin explains the “three-second rule” to improve listening and processing during conversations.
  • Toastmasters and Public Speaking (00:09:23)
    Carm shares insights about Toastmasters and its benefits for improving communication skills. https://rrtm.toastmastersclubs.org/directions.html
  • Empathy as a Soft Skill (00:10:07) Rachel defines empathy and its importance in effective communication and team dynamics.
  • Sympathy vs. Empathy (00:11:25) Darrin contrasts sympathy and empathy, highlighting the need for understanding in service roles.
  • Teaching Empathy (00:12:25) Rachel discusses modeling empathy for employees and children, emphasizing active listening.
  • Fix My Ride Program (00:13:11) Rachel shares a program that fosters empathy by helping those unable to fix their cars.
  • Empathy in Leadership (00:15:05) Bill discusses the importance of empathy in decision-making and its effects on team dynamics.
  • Eye Contact as a Soft Skill (00:15:50) Darrin underscores the significance of maintaining eye contact in communication, especially in the digital age.
  • The Uncomfortable Nature of Eye Contact (00:18:46) Discussion on the discomfort associated with maintaining eye contact in conversations.
  • Generational Communication Differences (00:19:11) Exploration of how younger generations prefer texting over direct communication.
  • Getting Comfortable with Discomfort (00:19:45) Encouragement to embrace discomfort for personal growth and better communication.
  • Managing Phone Distractions (00:22:50) Discussion on the necessity of managing phone usage and distractions in educational settings.
  • Understanding Personality Traits (00:25:05) Exploration of using DISC assessments to understand team members’ communication styles.
  • Communication Styles and Team Dynamics (00:29:40) Discussion on addressing communication deficiencies within teams through assessments.
  • Empathy in Team Dynamics (00:30:44) Discussion on feeling disconnected within a team and the importance of being human and empathetic.
  • Learning Conflict Resolution (00:33:35) Exploring how empathy and listening skills aid in resolving conflicts with customers.
  • Implementing Soft Skills in Huddles (00:34:42) The suggestion to integrate soft skills discussions into regular team meetings for continuous learning.
  • Coin System for Team Morale (00:36:10) Introducing a coin system to encourage team recognition and boost morale through peer acknowledgment.
  • Setting an Example as Leaders (00:37:01) The importance of managers modeling empathy and positive behavior for their teams.
  • Teaching Problem-Solving Skills (00:38:06) Emphasizing the need for employees to think critically and develop problem-solving skills.
  • The Value of ‘Think Time’ (00:40:01) Discussing the significance of setting aside time for reflection and planning to enhance business growth.
  • Empowering Employees (00:43:39) Encouraging leaders to empower their teams to make decisions and learn from mistakes.

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:

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]]> Rachel Spencer’s ‘Rachelisms’ for Auto Repair [AW 169] https://remarkableresults.biz/remarkable-results-radio-podcast/aw169/ Sat, 05 Aug 2023 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/aw168/

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

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

]]> Customer Amenities [THA 291] https://remarkableresults.biz/remarkable-results-radio-podcast/a291/ Thu, 01 Sep 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a290

Customer amenities aren’t just a snack bar and some coffee k-cups. It takes more to deepen a relationship.  My panel of shop owners goes beyond the free wifi and beverages to really wow their customers and make that lasting impression. Amenities are your ultimate marketing tool for your business. Take Note!

Watch the Episode on YouTube

Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE

Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE

Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge’s Episodes HERE.

Key Talking Points

  • Why Amenities- loaner cars, coffee, tea, branded water bottle, free wifi, hand sanitizers, ice scrappers, little things make a big difference.
  • Customer experience- ‘be so good they won’t forget you,’ it’s your ultimate marketing tool. Customers expect the repair to be done correctly, but what gives them a lasting impression?
  • As an owner, show your team members and vendors the same amount of service as you do your guests
  • FORD- family, occupation, recreation, dreams
  • Any car seat gets a buckled bear in the car seat by technicians- notes are saved in a customer file
  • Wow Budget- empowered employees
  • Swag- normally under $1, $30-40 swag bag for VIP customers
  • “Any way you slice it, we’re grateful for you” $1 pies for customers with VIP card
  • “Thanks for being the heart of our business” Valentine’s day mug of treats
  • “Thanks for making our spirit’s bright” Christmas Candle
  • “We like the way you roll; thanks for coming in.” Tootsie roll
  • Here is a picture from Matt Lachowitzer. A welcome to his customer:

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

]]> Is Your Bathroom Like the Ritz Carlton? [THA 281] https://remarkableresults.biz/remarkable-results-radio-podcast/a281/ Thu, 23 Jun 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a280

Did you know your customer’s bathroom is one of the most important reflections of your business to your customer? It reflects the commitment to a clean environment, it will affect your customer’s perception of your business and it demonstrates how well you’ll care for their personal vehicle. My panel discusses simple bathroom amenities that can have a huge impact and lasting impression on customers. Strive to have a customer rest room that is like the Ritz Carlton.

Watch the Episode on YouTube

Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE

Dale Warmuth, Leon’s Car Care Center, Eureka, CA

Key Talking Points

  • Attention to detail- committed to customers, feels like home, purse hooks, lotion, indicates the quality of the shop. 
  • Clean, functional and responsible, and attentive 
  • Employees share responsibilities with their employees restroom
  • Cleaning- checking on the bathroom several times a day than cleaning it in the evening
  • Lighting and paint are key areas to update quickly, and quality toilet paper 
  • You have 1 opportunity to make a first-class experience

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

]]> Survey Says [RR 753] https://remarkableresults.biz/remarkable-results-radio-podcast/e753/ Tue, 14 Jun 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/e751

Did you know a simple survey gathers valuable input from your customers about your business? It’s time to tap into the customer’s viewpoint by listening to what they want. Your customer’s input is a great source for your marketing plan. Find out how many survey responses give you a good sampling. Get info on conducting your own survey with links on the show notes page.

Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE

Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ

Key Talking Points

  • What do your customers value the most? What do they want from you?
  • Your customers are your best source for marketing
  • 62% of Rachels customers asked someone who they should go to. Implemented referral cards for customers. Those customers still checked Google for the number of reviews and what was said. 
  • 37% thought google reviews were important. 
  • Top 3 benefits to customers in Rachel’s shop- warranty, loaner cars, speed of service
  • Google Form and QR codes
  • Bad Google reviews- people make mistakes, it’s up to you to make it right and validate the other 5 star reviews. 
  • Alleviating customer stress by communicating clear expectations and following through- loaner car availability, financing, 
  • Surveying both emotions and thoughts- what were you feeling? What was your first thought?
  • To get a good sample you need at least 50 responses
  • New customers- why did they choose you?
  • Frequency of surveys- every few years unless there is a change in the environment (inflation, interest rates, fear of unknown)  
  • Number of questions- 10-12 questions  
  • Headline for the survey- “your opinion matters” 
  • Get survey ideas at Jimmy Alauria site: www.winningautoshops.com
  • Google Reviews Episode with Jimmy Lea [RR 747]

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 partner:

Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com

]]> Don’t Let COVID Be an Excuse – Rachel Spencer [AW 091] https://remarkableresults.biz/remarkable-results-radio-podcast/aw091/ Sat, 05 Feb 2022 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/aw90

Guest Host and shop tour with Rachel Spencer, Spencer’s Auto Repair, Krum TX. Rachel discusses strategies to tackle the uncertainty, frustration, and lack of communication we continue to face.

Watch Episode on YouTube

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

Key Talking Points

  • Uncertainty and frustration- lack of communication and follow-through, having what a customer needs and wants
  • Local food chains/grocery stores being out of supplies- facing the unknown and what to expect, 
  • Close the expectation gap- count on you the first time, every time
  • Excuses- “don’t have it, can’t get it”
  • Finding parts- going above and beyond and letting your customers know you are finding solutions 
  • “Communication is the art of language”
  • Building trust as soon as a customer walks in the door

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 partner:

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

 

]]> Scheduling Work Flow [THA 248] https://remarkableresults.biz/remarkable-results-radio-podcast/a248/ Thu, 04 Nov 2021 05:15:00 +0000 https://remarkableresults.biz/captivate-podcast/a246

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

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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.

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