Posts Tagged ‘Customer Service’

THA 085: 21 Tips to Gain an Edge over the Competition – Part 3!

21 Tips To Gain An Edge Over Your Competition – Part 3

With me, in this part three is the same crew from part two and part three. Todd Westerlund, CEO of Kukui , Jeremy O’Neal Freedom Automotive in Hesperia, CA and President and lead sales trainer for Advisorfix and Mark Goldsmith Mark’s Independent Service in Chatsworth, CA

There was a special challenge put forth by Todd Westerlund from Kukui and you’ll discover that at the end of the episode. The combined tips between the three parts are 68 which includes bonus tips.

Too many to list, but you’ll find not only great ideas in this episodes but trends you must be implementing if you plan to stay relevant and in business.

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RR 357: Shop Talk Volume 2- Women Shop Owners

Shop Talk Volume 2- Women Shop Owners

Kim Auernheimer of Cool Springs Automotive Brentwood Tennessee, Mary Ann Croce of Croce’s Transmission Specialists, Norwalk, Connecticut, and Kathleen Jarosik of Xpertech Auto Repair, Englewood, Florida comprised the roundtable of the second edition of Shop Talk the Series.

Kim went to her first WorldPac training expo when she was in a tough financial situation. A light bulb came on. She is naturally competitive so she and her husband Rob decided they were going to be one of the best shops in the United States.
Maryann wanted her business to be sustainable. In the beginning just being able to take a paycheck home was a challenge, but keeping an eye on the goal will help you make important decisions to grow and sustain the business.

Kathleen hired a business coach who gave her the courage to step forward. She did a women’s car care clinic that ultimately led to her first Women In Auto Care meeting. That is when she realized she was not a unicorn and there were other female shop owners that inspired her.

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THA 081: Niche. Should We Find Specialties and Create a New Business Model or Services?

Niche. Finding Specialties to Create New Business Services.

A very interesting summit, a lesson for the forever student of the aftermarket. We’re talking Niche or Finding Specialties to Create New Business Services. A vibrant discussion to challenge the use of your talent and facility and to listen to your customers and find out exactly what they want and need from you.

The panel warns you to keep your eyes open. The shift is coming. Toss out those unprofitable jobs. Clean out your closet. Review your current business model. We will not survive doing what we always have done.

The panel will help you understand How to consider a specialty, product based niche vs. service based niche; but an overlying theme is to be sure the basics are being done right. You cannot add a new service if you don’t aren’t fixing your customers’ problem right the first time. Get your house in order before adding.

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RR 355: Andrew Emery from Antero Automotive has The Best Job in the World

The Best Job in The World!

Andrew Emery is the owner and operator of Antero Automotive in Greenwood Village, Colorado. He believes if you take care of your employees, they will take care of your customers.

This episode tackles relationships with customers and employees on how it can be your secret sauce to success. Every customer receives a free car wash.

After 22 years in the industry and 10 years as a business owner, Andrew still loves what he does every day. He gets to turn a wrench when needed and he gets to serve others. Andrew started this business to change the way people look at automotive repair shops.

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THA 080: Bring Them Back: How To Revitalize a Lost Customer

Bring Them Back: How To Revitalize a Lost Customer

Our lively discussion starts with the Customer Retention Myth and ends with taking extreme ownership of your customer and keeping them in the fold. We talk about steps to get lost customers back, the power of relationships, the power of culture in customer retention and what type of marketing works for retention and revitalization up to and including a phone call.

The panel: Shari Pheasant, owner with her husband of A Master Mechanic, in Reno, NV and is a business coach and president of Horsepower Strategies and Ron Ipach, co-founder of Repair Shop Coach and known as Captain Car Count and David Roman, owner of Done With Care Auto Repair in Merriam, KS.

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RR 352: Rocky Khamenian. Uniting The Industry’s Great Divide!

Rocky Khamenian. Uniting The Industry’s Great Divide!

Rocky Khamenian is the owner/operator of Bimmer & Benz Specialists in Costa Mesa, located in south Orange County, CA. He is an active member of both Chapters 48 and 50 of the Automotive Service Councils of California and has served on the Board of Directors for both.

Throughout his 32-year career, Rocky has continually increased his education to maintain the highest possible level of professionalism. He’s achieved the status of Master Technician through ASE and he has completed a wide variety of technical classes on the repair and maintenance of BMW and Mercedes Benz vehicles through WTI. At the present time, he is in the process of being certified as a Bosch Master Technician.

Rocky is the current president of ASCCA Automotive Service Councils of California. He gives some life lessons for every shop owners, shares the importance of association membership and gives us a glimpse of the new ASCCA Degree program at Cuyamaca College in El Cajon, California.

The new ASCCA Degree program that has been in the works for years that has just been approved at Cuyamaca College in El Cajon, California 92019. You’ll start to hear more of this groundbreaking program soon on the podcast and through ASCCA. This state-approved credit course will create paid internships for ASCCA shops. This is a post-secondary program like the OE programs but strictly for independents and will help solve the need for entry-level technicians for independent shops.

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RR 350: Carrie-Lynn Rodenberg on Building Relationships One Transaction at a Time. The Power of CRM.

Building relationships one transaction at a time. The power of CRM.

Carrie-Lynn Rodenberg is the founder of Turnkey Marketing. It is a leading all-in-one marketing system for Auto Repair Shops. It is not just a software platform, but is an entire strategically planned, timed, and executed online and offline system, developed by marketing experts, that removes virtually all of the owner’s stress and time spent on marketing.

She and her team specialize in helping auto repair shops attract new leads, increase car count, and keep customers longer, without the shops having to do any work. She managed to do this by integrating cutting-edge technology with the best digital marketing tactics.

Her valuable tips and advice provide insights on how to build and connect with customers while maintaining healthy marketing content to keep businesses visible. Her strategies also include the most basic form of connecting, the normal conversation and content that revolves around helping customers get over their immediate issues. Appealing to humanize the complicated world of CRM, she enlightens us that the key to loyalty is built one transaction at a time.

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RR 348: Vinnie and Anthony Lucido from CoAuto – Community Conscious Car Care

Community Conscious Car Care

Vinnie and Anthony Lucido started CoAuto in 2014 at Reno, Nevada. The brothers are both ASE Master Technicians with Anthony holding 15 ASE Certifications.

Their shop CoAuto which stands for Community Conscious Car Care ran Veteran car giveaway every year, Local art display in waiting room which shop doesn’t take commission from sales, High school internship program, Reverse carbon footprint which Partnered with Arbor day foundation and have tree planted with every oil service and Women’s Car Care Clinic.

The brothers are taking a step back from business, letting employees learn by themselves and not micromanaging the company. They remained motivated from seeing the previous employer working to the bone as the owner who couldn’t let go of control and knew they didn’t want to be that type of owner. Both Anthony and Vinnie on a 5-year plan to have the shop run by itself.

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RR 345: Leon Martin from Auto Tech Services – The Importance of Soap-Paint and Light

The Importance of Soap-Paint-Light

Leon Martin started his shop on a 60×40 oat-field, in a community with a population no less than 2,200. He started it with pure guts and determination despite detractors that told him that he can’t do it. When Auto Tech was open in Rochester, Washington for appointments, he appealed to the emotion of his customers.

Starting a business has a lot of challenges especially on the financial side of things. Leon shares some tips on how to make a wise financial decision, getting a business coach, advocating shop cleanliness and the deeper value of customer service. He shares his cleanliness, colors and bright days and nights in Soap-Paint-Light.

He always tells his customers Maintenance is easy to schedule, breakdowns are not. His customers will nod in approval while he and his crew extract a smile and a simple ‘what can I do to make your day better’ will work wonders on any given situations.

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RR 337: Mandy Pennington from Net Driven – Influence Your Customer in Their Digital Hangouts

Influence your Customers In Their Digital Hangout.

Mandy Pennington is the Director of Internet Marketing at Net Driven and she brings an array of ideas to improve the influence you have on your customer where they interact with you in their digital world.

The more listening and empathizing you are engaged with your customers the more effective you can make your marketing and experiences. Be your customer’s ‘Day Maker’. Take ownership of your website and your social media channels so you can influence your customer in those micro-moments. Meet them where they are.

We talk SEO, your customer purchase journey, and digital marketing trends for 2018 & beyond. We discuss protecting your online Image and the very big push for having a mobile-friendly website. It will make a difference in your digital marketing.

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THA 069: Workshop – Service Advisor Roleplay

Listen In On Four Different Roleplays of Service Advisor and Customer.

In this new Academy workshop format, learn as four different themed role plays are, played out for you. In each role play there is a customer, service advisor and an observer/coach who sums up in their own words what was great about the role play. The observer also suggests ways to improve.

The ‘actors’ are Lauren Giver, Service Advisor at Los Gatos Auto Service Campbell, CA, Barry Barrett, Director of Training at RLO and Clint White Shop Manager at Coopers Auto Repair Specialists in Tacoma, WA.

Access your own skills as a service advisor with this roleplay workshop. Owners, consider roleplays as a teaching strategy. Find the key takeaways from each role play at remarkableresults.biz/a069

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THA 067: Your Ideal Customer Part 2 – Training Your Team To Embrace Your Avatar

Your Ideal Customer Part 2 – Training Your People to Understand and Embrace Your Customer Avatar.

Knowing your ideal customer is an important part of a very successful business and helps define who you want as your customer. Commonly called your customer avatar, or your cardboard cut-out you are defining a customer that trusts you and are advocates for you.

These customers are least likely to stray and are most likely to recommend you because they are also advocates. You must talk to your ideal customer and find out what makes them tick.

In this episode find out the many ways you can engage your team to embrace your ideal customer. Hear from Ron Inchausti Coast Motor Werks in Irvine, CA, a multi-shop owner, Brian Weeks from [atc] Auto Center, a 3rd generation multi-shop owners from Augusta, GA and Patrick McHugh from Bimmer Rescue in Richmond, VA.

Part one is Town Hall Academy Episode 56

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THA 062: Come Backs – Prevention, Reputation and the Cost

The Dreaded Come Back: The Keys To Prevention.

Comeback prevention starts at the front door. It is all about communication. Writing enough information to the technician the better he/she can handle the diagnosis.

To improve the end product and to reduce comebacks, you must build quality into the repair process. Quality control checklists at the end of the repair can only do so much. Quality, not quota, is the strategy you need to adopt to reduce comebacks. You should always be looking to improve. Your processes will drive a well-managed quality program.

The quality of parts today is in question and you need to pay attention to comebacks so your costs and reputation are managed. Tracking every comeback is a necessity if you are going to reduce your comebacks.

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THA 060: How To Get Value From Recorded Service Calls

How To Get Value From Recorded Service Calls

Listen and learn from Rena Rennebohm, service advisor coach and the Chief Training Officer of ACT Group, Keith Williamson, president of Williamson’s Repair and Tire in Bondurant, IA and service advisor Lauren Giver, from Los Gatos Auto Service in Campbell, CA.

Listening to just one side of a customer call does not do justice in improving and training your service advisor. Service advisers need quality training, no different than technicians and business owners and the recorded phone call is an important element to that training. Save good calls and go over what a good call sounds like. If your shop does not record calls, then get your shop secret shopped. You’ll be convinced.

Find one phone call that works play it over and share it with your team; you will grow your business. Recorded calls and coaching helps to convert and opens the learning to be a better communicator. A great outcome of recorded calls is the opportunity to make changes to your policies. You’ll discover what works and what doesn’t.

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THA 056: Your Ideal Customer – Defining Your Avatar

Your Idea Customer – Defining Your Avatar

Knowing your ideal customer is an important part of very successful businesses and helps define who you want as your customer. Commonly called your customer avatar, or your cardboard cut-out you are defining a customer that trusts you and are advocates for you.
These customers are least likely to stray are most likely to recommend you, because they are also advocates. You must talk to your ideal customer and find out what makes them tick.

In this episode find out the many ways you can connect with your avatar, a recommendation on how to get started and who to involve inside your company to help define who is your ideal customer. Hear from Ron Inchausti Coast Motor Werks in Irvine, CA, a multi-shop owner, Brian Weeks from [atc] Auto Center, a 3rd generation multi-shop owners from Augusta, GA and Patrick McHugh from Bimmer Rescue in Richmond, VA.

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