Quantcast
Jump to content


Customer Perceptions: Part 2 – Bob Cooper and Darrin Barney [RR 777]


Recommended Posts

We are on Part 2 of our 3 Part series about customer perspectives with Bob Cooper. In this episode, Bob asks a panel of consumers at the 2022 Elite Invitational in San Diego about pricing competitiveness and how to recover when something goes wrong with a customer experience.

Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Darrin Barney, VP of Operations, Elite Worldwide. President of Barney Brother’s Off-Road and Repair, Grand Junction, CO. Listen to Darrin’s previous episodes HERE

Key Talking Points

  • Pricing and Competitiveness: pricing is based on other businesses, economics/market conditions/competitors, sales force determination, and dealership prices. They do not understand where the price comes from. 
  • Price comparing: asking why it's a considerable difference, asking to match the price, questioning labor prices, see a breakdown of prices. Be competitive, but you don’t need to match. Charge appropriately for your shop.
  • Recovery- KIA EV battery issues- irritated loaner was a gas vehicle, KIA wrote check to cover gas during time they had car (for few months), “fix the problem so well they cant wiat for it to happen again.” KIA was understanding of their individual customer. Have a plan/procedure in place. Have a ‘discount’ budget to use- empower your people. LISTEN 
  • Have the right people in place
  • Complimentary Elite Customer Care Guide Template HERE

 

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

 
ARN-Website-Banner-July-2022-1200x400-1.
 

Screenshot_340.png

Click to go to the Podcast on Remarkable Results Radio

Link to comment
Share on other sites


Grammarly Writing Support


The #1 Writing Tool


Grammarly Writing Support

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Have you checked out Joe's Latest Blog?

    • By Joe Marconi in Joe's Blog
         7
      There are many things to consider when creating a marketing plan. Among them are establishing a budget, what forms of media should be used, and whether traditional advertising, such as TV, radio, and print, is still relevant.  And of course, how much should be allocated to social media and digital advertising?
      All the above are essentials to any marketing plan. However, the first step is ensuring that you have a healthy workplace and that your employees understand your company’s culture and the overall mission and vision. 
      We all know that happy employees create happy customers. No form of advertising can overcome a toxic workplace with unhappy employees. If your employees are not creating an amazing customer experience, your marketing plan will not work.
      Advertising and marketing may bring in customers, but the people in your company creating an amazing customer experience will be the most important component of your marketing plan.  It’s the customer experience that sells work and gives the customer a reason to return. 
      Creating an amazing employee experience, which creates an amazing customer experience, is also the most cost-effective part of your marketing plan. In fact, it cost next to nothing.
  • Upcoming Events

    No upcoming events found
  • Similar Topics

    • By carmcapriotto
      Live from AAPEX 2022 with Jaron Kleber, National Sales Manager, Repair Shop of Tomorrow, a NAPA AutoCare endorsed program. Jaron discusses the parallels between the health and automotive industry and educating your customers to be proactive, not reactive to car repairs. Jaron Kleber, National Sales Manager, Repair Shop of Tomorrow Key Talking Points
      There are so many parallels between the healthcare industry and the automotive industry Switching from reactive to proactive maintenance   Processes that your team and you have in place and you can't execute those processes unless you have a solid digital vehicle inspection Customer experience- are you explaining your shop’s policy and procedure? The 300% rule on how we present the DVI. That's the policy Your responsibility is to that customer to let them know what's going on with their vehicle Repair Shop of Tomorrow, coaches, consultants, trainers and marketing. A tailored approach to each shop and help implement other NAPA programs that would be beneficial for them to grow. Like so many consumers, Jaron purchased his wife's leased car- how many customers are coming to your independent repair shop for the first time? How do you make them a client, not a 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 partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Guest host and shop tour with Lee and Kelli Weatherby, Accurate Automotive, Mesa, AZ. Find out how they are expanding their fleet business. Lee and Kelli Weatherby, Accurate Automotive, Mesa. AZ. Previous episodes HERE
      Key Talking Points 
      Started business in 1994 11 lifts, 16 bays R & D- rip off and duplicate ideas Pivot to recruiting fleet business- keep car count steady and allowed them to work as a team with new energy. Who is servicing fleets in their area? Are they just accepting what they are receiving with repair work? Relationships- door to door building connections in person What are you offering that will tip the scale to your favor? Put on their shoes and address their needs.  “Friends Serving Friends”  
      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:
      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
       

      Click to go to the Podcast on Remarkable Results Radio
    • By ASOG Podcast
      Dealing with BAD Customer Service: How to Handle It When You Expand Your Business
    • By carmcapriotto
      TechForce Foundation is a national charity committed to powering technical careers so communities thrive. We are LIVE at AAPEX 2022 with members of the TechForce Foundation to discuss their critical role in engaging with the next generation of technicians . Lisa Evans, Chief Development Officer Keishawn Smith, Student and Advocate for TechForce Jennifer Maher, Executive Director techforce.org Key Talking Points
      The TechForce Network is an online social community and career hub that connects GenZ and Millennials in a way they want to connect – using the TechForce app or online network to find information, explore the career, discover schools, get scholarships, find apprenticeships and jobs, and flex their talents – all in one place.  TechForce collaborates with every willing school, company, association, and nonprofit across all sectors to identify solutions that help future and working techs navigate the career pathway, successfully getting them from pipeline to placement. Food, shelter, and transportation- all involved in the automotive industry Over the next five years, auto, diesel, collision, and aviation combined will need 1 million new technicians to keep up with demand. Last year alone, our tech schools only graduated in auto 29,000 students Networking at AAPEX- CEO’s, executives in corporate companies, manufacturers etc  TechForce was able to give out 1.6 million in scholarships last year and 17 million total since its inception  It’s important for youths that their parents are supportive and help them reach their goals Do you have a career map? To level up? Younger generations want a career path. TechForce provides students & instructors with free, VIP access to races, rallies, shows, & events where they’ll meet employers & be surrounded by the passion of the industry The TechForce Mobile STEM Career Center is a traveling hands-on exhibit designed to engage Gen Z and help them discover the rewarding career path as professional technicians in the transportation field. Part of TechForce’s national workforce development initiative, the Center can be deployed for indoor or outdoor activities and can scale from several hands-on activities to more than a dozen. It features a built-in exterior video wall as well as retractable awnings and two large free-standing shade covers. Technicians need to get certified, trained, to get the right education, for them to be built up the right way ‘Life Happens Grants’- #1 application is for car repair, #2 is for tire replacements Diversity and Inclusion- less than 3% are female technicians, and 52% of the total population is female
      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. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
      Click to go to the Podcast on Remarkable Results Radio
    • Advertise your services or products to passers-by attracting them towards your business
    • By carmcapriotto
      We are live at ASTE 2022, sponsored by Shop-Ware, and I’m sitting with Tiffany Scherado and Lorraine Klein, two female shop owners, and we discuss transmissions, training, and the female perspective. They are also members of Amazing Women in Automotive Tiffany Scherado, Lifetime Transmissions, Broken Arrow, OK, Amazing Women In Automotive Coordinator. Listen to Tiffany’s previous episodes HERE Lorraine Klein, RK Trans and Auto Repair, Raleigh, NC. Key Talking Points
      Women are more compassionate service advisors Pairing the same generation of technicians together (when training/apprenticeship) makes communication better and improves learning. If you have respect for other technicians and shop owners, you're not going to hire their technician or their service advisor. Instead they would come to the shop if they were planning to leave the other shop. You're building loyalty by training your employees; you're trusting them. If you are doing that, they're not looking elsewhere. But if you're not giving them that, and that's something that motivates them, they're gonna go across the street. Make decisions for your team, not for yourself Amazing Women in Automotive
        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. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors


Start LLC for $0 at IncFile


Start LLC for $0 at IncFile


Start LLC for $0 at IncFile

×
×
  • Create New...