Any small shops using Auto Repair Cloud?
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Have you checked out Joe's Latest Blog?
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By Joe Marconi in Joe's Blog2 commentsMy son is not in the automotive industry. He is in the commercial real estate business. However, the workplace problems are the same. Recently, his frustration with the heads of the company reached an all-time high. When I asked him why he doesn’t speak up and let the leadership know how he is feeling, he responded, “Anyone who has voiced concerns or issues has been viewed as weak and incapable of doing their job. I don’t want to be viewed like that.” This is an example of a toxic work environment.
If you are a shop owner, you are a leader. And leaders must be approachable. That means that you are willing to hear the concerns of others and have them express themselves. It also means that while you may not agree with someone’s perspective on an issue, it is their perspective, and that viewpoint needs to be recognized and respected.
Make it known that you want to hear the opinions of others. Literally, ask for input from others. And thank those that speak up. Now, I am not saying that you need to act on every concern or opinion. That would not be realistic. But just listening may be enough. And you never know, someone in your company may have an idea that you never thought about and even improve your business.
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By Changing The Industry
Episode 129 - Can Good Technicians Be Matched With Great Shops? With Joelle Pollack & Amy Gerardi
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By carmcapriotto
Nichole Bennecoff discusses the importance of customer experience in the automotive industry. Nicole shares her company's focus on customer experience and introduces Taylor, a client success representative who manages communication between clients and the company. Taylor's responsibilities include monitoring client communication, arranging loaner vehicles, supporting service advisors and providing excellent customer service. Nicole and Carm also touch on setting client expectations, appearance, and the importance of listening to service advisor calls.
Nichole Bennecoff, Subie Guys, Traverse City, MI. Nichole's previous episodes HERE
Show Notes:
The Breast Cancer Awareness Challenge (00:00:50) Discussion about the annual challenge to raise funds for breast cancer research and the goal of getting 500 shops involved. https://www.brakesforbreasts.com/ The Role of a Client Success Representative (00:06:07) Nicole discusses the importance of customer experience and the implementation of a client success representative role in her business, Taylor. Taylor's responsibilities include monitoring client communication, arranging loaner vehicles, and providing excellent customer service. Finding and training Taylor (00:09:07) Taylor was hired from a call center and has grown in her role to provide consistent and empathetic customer service. Importance of customer retention (00:10:05) The importance of providing a great customer experience to retain clients and build trust for future visits. Setting Expectations for Clients (00:16:47) Discussion on the importance of setting expectations for clients before they come in, including explaining the inspection process and providing information about the first appointment. Client Gift Bag and Follow-Up (00:17:46) The practice of giving new clients a gift bag at their first appointment and sending thank you cards, as well as discussing the inspiration for these ideas. Professionalism and Client Experience (00:18:41) Exploring the concept of professionalism and how it is demonstrated through intentional actions, appearance, and creating a positive client experience. The customer experience and wait times (00:25:08) Discussion about the wait times for appointments and how they fluctuate depending on the week. Branching out to other car makes (00:25:31) Exploring the expansion into servicing cars other than Subarus and teasing upcoming exciting news. 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
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
You may often think about the terms you want your auto repair shop’s Google Ads to display for, but do you ever think about the terms you DON’T want them to display for? Every day shops waste money on irrelevant clicks on their pay-per-click ads. But it doesn’t have to be that way. Listen in to this short episode about the power of negative keywords.
Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
Show Notes with Timestamps
(00:01:13) Explanation of the value and effectiveness of Google Ads for auto repair shops. (00:02:28) Explanation of negative keywords and how they can prevent ads from displaying for irrelevant search queries. (00:04:31) Discussion on the impact of ad quality score on the cost and placement of ads, and the importance of optimizing ads for better results. Negative Keywords and Ad Quality Score (00:07:37) Explains how negative keywords can improve ad quality score and prioritize ads based on relevance. Finding Negative Keywords in Google Ad Console (00:08:32) Discusses how to find negative keywords using the search query report in the Google Ad Console. Using Negative Keywords for Competitors and Brand Names (00:11:44) Covers the importance of using negative keywords for competitor names and brand names to avoid irrelevant ad displays. Customer Acquisition Campaign (00:14:14) Setting up a campaign to attract new clients to an auto repair shop and using negative keywords to exclude job-related searches. Hiring Campaign (00:14:14) Creating a separate campaign to target job seekers and using positive keywords related to auto repair jobs and careers. Importance of Checking Negative Keywords (00:15:04) The significance of regularly reviewing and discussing negative keywords with the person managing your Google Ads campaign.
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Dave Schedin and Jorge Antico discuss the importance of showing care and compassion for customers, effective communication, and the use of technology to improve customer service. Did you know technology can help overcome the shortage of qualified staff by providing comprehensive information to service writers, demonstrating expertise, and offering cost-effective maintenance programs? They also emphasize the significance of preventative maintenance in reducing breakdowns and improving customer satisfaction. They encourage a paradigm shift in the industry to prioritize customer care and proper maintenance. Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE
Jorge Antico, Founder and CEO, Service Intel.
Show Notes
The importance of love and grace in business (00:01:20) Carm Capriotto discusses the significance of love and grace in business, emphasizing the importance of caring for customers and equating business practices with family values. The role of technology in managing service records (00:05:47) Jorge Antico shares his experience of managing an automotive shop and the challenges he faced with outdated technology in tracking service records, leading him to create Service Intel. Creating a CRM system for recurring maintenance (00:08:26) Jorge Antico explains how he developed a CRM system for recurring maintenance by manually categorizing service records. Efficiency through technology (00:11:06) Using technology and AI, shops can now track and predict maintenance needs, making the entire process more efficient. Preventative maintenance as a business strategy (00:15:50) Encouraging clients to prioritize preventative maintenance can reduce fires and liabilities in the shop, leading to a more successful business. The limitations of diagnostic flowcharts (00:18:39) The lack of validation in diagnostic flowcharts and the importance of theory-based diagnostics. Creating a customer service experience (00:21:43) How to provide a personalized vehicle profile and report to customers, building trust and loyalty. The importance of transmission fluid maintenance (00:25:34) Discussion on the need for regular transmission fluid changes and the impact of not following the recommended maintenance schedule. Implementing service management and creating loyalty (00:27:51) Exploring how implementing service management can create loyalty among customers and improve internal relationships within the business. Overcoming fear of raising prices and embracing preventative maintenance (00:31:02) Addressing the fear of raising prices and the benefits of offering preventative maintenance services to customers for peace of mind and business growth. Customer Retention and Technician Retention (00:34:18) Discussion on the challenges of retaining customers and technicians in the automotive industry. Integration of Service Intel in POS Systems (00:36:47) Exploration of how Service Intel works within point-of-sale systems and the technical aspects of its integration. Efficiency and Predictive Analytics (00:39:44) Explanation of how to systemize and manage the three layers of business (efficiency, preventative maintenance, and repair) using predictive analytics and CRM systems. Thanks to our Partners, AAPEX and NAPA TRACS.
Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR
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:
-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
Click to go to the Podcast on Remarkable Results Radio
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