Quantcast
Jump to content
This Topic


Communicate Like a Pro: Tips and Mistakes with Craig O'Neill [E116] - The Auto Repair Marketing Podcast

carmcapriotto
 Share

Recommended Posts

carmcapriotto Grand Master

carmcapriotto

Posted
Posted

Today, we're excited to have a special guest with us, Craig O'Neill, a seasoned communication expert.

In this episode, we'll dive into Craig's unique approach to effective communication in the auto repair industry. We'll explore how he defines and measures communication success, the art of creating positive first impressions, and the crucial role of clear, transparent interactions in building client trust and retention.

We'll also discuss the impact of personalized communication, the importance of networking, and strategies for handling difficult conversations. Plus, Craig will share his insights on overcoming unexpected challenges in public speaking and his top-tier advice for shop owners looking to enhance their communication skills.

Tune in for a wealth of knowledge and practical tips that can transform how you communicate in your business.

Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops

Lagniappe (Books, Links, Other Podcasts, etc)

 

How To Get In Touch With The Guest

 

 

Show Notes with Timestamps

 

  • Introduction to the Episode (00:00:01) The host welcomes listeners to episode 116 and introduces guest Craig O'Neill.
  • Discussion on Communication (00:01:36) Craig and Kim explore the importance of communication and daily conversations.
  • Inspiration from Fitness Influencers (00:02:47) Fitness enthusiast Joey Swole and discusses gym etiquette.
  • Walking and Inspiration (00:03:10) Craig shares insights on walking as a source of inspiration and connection with his wife.
  • Toastmasters Experience (00:04:18) Craig reflects on his five-year journey in Toastmasters and its impact on communication skills.
  • Learning to Listen (00:05:11) The speakers discuss the importance of listening and how Toastmasters fosters this skill.
  • Power of the Pause (00:09:17) They highlight the significance of pausing during conversations to enhance communication.
  • Influential Authors (00:10:57) Craig talks about authors like Michael Easter and their impact on his communication journey.
  • Turning 40 and Fitness Changes (00:12:26) Craig shares his new fitness regimen as he approaches his 40th birthday.
  • The Comfort Crisis Book (00:14:11) Discussion on how the book “The Comfort Crisis” has influenced Craig’s perspective on health.
  • The Importance of Influence (00:14:36) Craig discusses the amplification effect of networks and how individuals can inspire each other in unexpected ways.
  • New Workout Regimen (00:15:56) Craig shares his new workout routine involving a rucksack, which he started on his 40th birthday.
  • Reflecting on Podcast Hosting (00:18:09) Craig recounts his initial reaction when asked to host a podcast, feeling surprised and honored.
  • The Essence of Good Communication (00:19:14) Kim highlights Craig's natural ability to communicate and connect with others easily.
  • Listening vs. Hearing (00:23:18) Craig emphasizes the importance of genuinely listening to people to foster meaningful conversations.
  • Communication Challenges in Family Business (00:26:36) Craig reflects on communication mistakes and challenges faced in their family business.
  • The Spiral of Dysfunctional Communication (00:27:51) Craig discusses how anger and frustration can lead to a downward spiral in communication dynamics.
  • The Importance of Connection (29:30) Discussion on how people often don't reach out for help and the importance of community.
  • Facebook Group Dynamics (29:53) Kim shares her protective approach to managing their Facebook group and the excitement of welcoming new members.
  • Influence of Dale Carnegie (30:34) Kim discusses the impact of "How to Win Friends and Influence People" on personal relationships and communication.
  • Tips for Remembering Names (33:00) Craig shares strategies for helping others remember your name in networking situations.
  • The Art of Introduction (35:30) The significance of introducing people and creating connections in networking events is highlighted.
  • Navigating Hard Conversations (38:02) Kim shares her experience with difficult conversations and encourages others to engage in them for peace.
  • Strategies for Effective Feedback (41:34) Craig discusses the importance of giving constructive feedback and the principles behind having hard conversations.
  • The Challenge of Hard Conversations (42:59) Craig expresses his discomfort with hard conversations and the need for ongoing discussions about them.
  • Crisis Management in Speaking (00:43:43) Discussion on handling unexpected crises while presenting and how it can alleviate nerves.
  • Compartmentalizing Emotions (00:44:37) Kim shares her experience of compartmentalizing personal issues during a presentation for better focus.
  • Unexpected Medical Situation (00:45:35) Brian's heart procedure causes a last-minute change in Kim's travel plans to Ogden, Utah.
  • Transparency in Teaching (00:46:28) Kim emphasizes the importance of being open and vulnerable with the audience during her presentation.
  • Inspiring Moments in Toastmasters (00:47:40) Craig praises Kim’s ability to connect with her audience and inspire them through her teaching.
  • Handling Last-Minute Changes (00:49:05) Craig recounts stepping in to lead a session after his colleague had to leave unexpectedly.
  • The Importance of Mentorship (00:50:10) Craig reflects on how mentorship shaped his speaking skills and prepared him for unexpected challenges.
  • Impact of Communication Skills (00:51:42) Discussion on the significance of developing communication skills for personal and professional growth.
  • Audience-Centric Approach (00:52:32) The speakers stress that effective communication is about focusing on the audience, not oneself.
  • Respectful Communication (00:53:02) Craig shares a lesson from his mentor on dressing appropriately to show respect for the audience.
  • Overcoming Speaking Anxiety (00:54:00) Kim narrates her experience of speaking after a famous singer and how she managed her nerves.
  • The Power of Honesty (00:56:01) Kim discusses using honesty and transparency to connect with the audience and diffuse anxiety.
  • Speed Round (00:56:36) A quick-fire segment where Kim and Craig answer fun questions about preferences and communication.
  • Introduction to Speak Up (00:57:48) Craig promotes his new show on effective communication, highlighting its availability on the aftermarket radio network.
  • Closing Remarks (00:58:02) Kim and Craig reflect on the enjoyable conversation, hinting at the potential for a longer discussion.
  • Podcast Sign-Off (00:58:04) Kim thanks listeners for tuning in and promotes the Auto Repair Marketing Podcast.
  • Show Recommendations (00:58:11) Kim shares information about other shows on the aftermarket radio network, including Craig’s new show, Speak Up.
  • Final Thoughts (00:58:31) Listeners are encouraged to engage with the podcast and suggest topics for future discussions.

 

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 - podcast@shopmarketingpros.com

Click to go to the Podcast on Remarkable Results Radio

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
 Share
Go to topic listing

  • Available Subscriptions

    See all Subscription Plans

  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's Blog
         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

  • Similar Topics

    • carmcapriotto
      Preparing for July's Marketing ​[E153] - The Auto Repair Marketing Podcast
      By carmcapriotto
      July’s here, and while the calendar might look quiet, your marketing shouldn’t be! In this episode of the Auto Repair Marketing Podcast, Brian Walker and Caroline Legrand share real strategies to keep your shop top of mind and your bays full during the summer slowdown.
      From summer travel prep and college car check-ins to back-to-school drives and fun offbeat holidays like Chicken Wing Day and Tattoo Day, this episode is packed with creative, low-effort ways to stay connected with your community.
      You’ll also learn how to use slower days to plan, boost team morale, and build content that connects.
      Hit play, get inspired, and keep that summer momentum rolling! ☀️
      Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more at
      RepairPal.com/shops.
      Declined repairs don’t have to be lost revenue. AppFueled’s call center schedules follow-up calls and equips your team with everything they need to close the deal. Get started now at appfueled.com 
      Lagniappe (Books, Links, Other Podcasts, etc)
      July Social Media Content Topics
      Days of the Year
      National Calendar
      Show Notes with Timestamps
      Preparing for July Marketing (00:00:25) Discussion on the importance of planning marketing strategies for July, focusing on themes like freedom and summer safety. Engaging with the Community (00:01:10) Emphasis on keeping customers engaged during a slow month and using social media effectively. Back to School Promotions (00:02:04) Importance of early planning for back-to-school promotions and community involvement in school supply drives. Vehicle Maintenance for College Students (00:03:22) Encouraging vehicle check-ups for college students returning home for summer before heading back to school. Utilizing CRM for Client Communication (00:04:40) Using customer relationship management tools to remind clients about vehicle maintenance for college students. Busy Summer Months (00:05:26) Advice on managing busy summer months and scheduling maintenance during slower periods in August and September. Summer Safety and Vehicle Maintenance (00:06:37) Highlighting the importance of vehicle safety checks during the hot summer months. Creative Marketing Ideas for July (00:07:08) Suggestions for fun marketing content ideas, including engaging with technicians during slower days. National Days and Events (00:09:09) Discussion on leveraging national days and events for creative marketing strategies in July. Community Engagement through Sports (00:10:45) Using local sports events to engage the community and promote the shop through giveaways or themed events. Sponsorship Mention - RepairPal (00:11:27) Highlighting the benefits of being part of the RepairPal certified network for auto repair shops. Sponsorship Mention - App Fueled (00:12:26) Introduction to App Fueled and how it can enhance customer loyalty for auto repair shops. International Chicken Wing Day (00:13:29) Ideas for celebrating International Chicken Wing Day with team cookouts and social media engagement. Local Wing Joints (00:14:36) Discusses supporting local wing restaurants instead of chains and engaging with the community. Air Conditioning Appreciation Day (00:15:29) Highlights a creative marketing opportunity related to air conditioning services in July. 4th of July Promotions (00:15:42) Ideas for engaging with the community during Independence Day celebrations and events. National Workaholics Day (00:16:00) Celebrating dedicated employees who go above and beyond in their work. Social Media Trends (00:16:11) Explores a social media video trend showcasing employee arrival times at the shop. Father-Daughter Walk Day (00:17:30) Encourages sharing personal stories to build trust with customers through family connections. Food-Related National Days (00:18:08) Lists various food-themed days in July for potential marketing content. Collector Car Appreciation Day (00:18:43) Promotes showcasing unique collector cars that shops work on. Cheer Up the Lonely Day (00:19:56) Encourages shops to engage with lonely customers and give back to the community. National Tattoo Day (00:20:14) Engaging social media campaign idea involving employees’ tattoos and their meanings. National Ugly Truck Day (00:20:46) Celebrating unique or old trucks associated with the shop and creating engaging content. National Hire a Veteran Day (00:21:48) Showcasing and appreciating veteran employees within the shop. All or Nothing Day (00:22:13) A brainstorming prompt for creative marketing ideas related to repair orders. Campaign Ideas Discussion (00:22:49) Overview of social media campaign strategies for engaging customers. Engaging Summer Campaigns (00:23:40) Ideas for interactive summer-themed campaigns to connect with customers. Importance of Year-Round Marketing (00:24:53) Emphasizes consistent marketing efforts to maintain business during slow periods.
      How To Get In Touch
      Join The Auto Repair Marketing Mastermind Group on Facebook
      Meet The Pros
      Follow SMP on Facebook
      Follow SMP on Instagram
      Get The Ultimate Guide to Auto Repair Shop Marketing Book
      Email Us Podcast Questions or Topics
      Click to go to the Podcast on Remarkable Results Radio
    • Changing The Industry
      Episode 217 - Going From Management to Ownership At A Tire Shop with Michael & Anna Bellevue
      By Changing The Industry
      Episode 217 - Going From Management to Ownership At A Tire Shop with Michael & Anna Bellevue
    • carmcapriotto
      Marketing To Hire [E152] - The Auto Repair Marketing Podcast
      By carmcapriotto
      So, you didn’t go to school for HR, and let’s be honest, hiring probably wasn’t what you dreamed about when you opened your shop. But here you are, needing to fill those bays and build a solid team.
      In this episode of the Auto Repair Marketing Podcast, Kim Walker is joined by Lisa Coyle of Promotive to break down what it takes to hire in today’s world, and spoiler alert: it’s all about marketing.
      From writing job posts that work to building a reputation techs want to work for, they cover everything you didn’t know you needed to know. You’ll discover why speed is your best friend, how your everyday shop culture is part of your recruiting strategy, and why treating candidates like customers is the game-changer most shop owners miss.
      Whether you’re hiring right now or just trying to build your bench, this episode is packed with smart advice, straight talk, and some seriously valuable insight into what works (and what doesn’t) when it comes to marketing your way to a great hire.
      Hit play, and get ready to turn hiring from a headache into a strength. 👊
      Thank you to our friends at RepairPal for providing you with this episode. RepairPal’s Certified Network of shops is trusted by millions of customers each month. Learn more at
      RepairPal.com/shops.
      AppFueled makes marketing easy. It’s a CRM designed for auto repair shops with tools like segmentation, reminders, and even a call center. Don’t wait—get started today at appfueled.com
      Lagniappe (Books, Links, Other Podcasts, etc)
      Promotive
      Show Notes with Timestamps
      Introduction to the Podcast (00:00:01)  The podcast is introduced as part of the aftermarket radio network. Guest Introduction (00:00:10)  Kim welcomes Lisa Coil from Pro Motive and expresses excitement about the discussion. Personal Anecdote on Hiring (00:01:22)  Kim shares her first impression of Lisa at an industry event and their delayed connection. Marketing and Hiring Discussion (00:02:22)  Kim highlights the importance of marketing in attracting both customers and future team members. Childhood Reflections on Blue-Collar Work (00:03:31)  Kim reflects on societal views of blue-collar jobs and their financial misconceptions. Recruitment Challenges in the Industry (00:04:33)  Discussion on the shortage of skilled blue-collar workers and the need for effective marketing strategies. Understanding Headhunters vs. Recruiters (00:05:23)  Lisa explains the difference between headhunters and recruiters in the hiring process. Recruitment Process Overview (00:06:45)  Lisa describes the comprehensive services provided by headhunters, from job design to candidate negotiation. Common Hiring Problems for Shops (00:09:13)  Lisa outlines key challenges shops face, emphasizing the importance of branding and speed in hiring. Importance of Speed in Hiring (00:09:41)  Lisa stresses the need for quick responses to applicants to secure top talent. Marketing's Role in Job Descriptions (00:12:10)  Discussion on how marketing strategies influence job titles and descriptions to attract candidates. Optimizing Job Listings for Mobile (00:13:04)  Lisa advises shop owners to check how their listings appear on mobile devices for better visibility. Balancing Job Specificity and Attractiveness (00:15:28)  Lisa talks about the need to balance specificity in job titles without deterring potential applicants. Job Posting Strategies (00:18:28)  Discussion on effective places for shops to post job openings. Candidate Treatment (00:18:39)  Advice on treating job candidates like customers for better recruitment. Data Capture Importance (00:18:47)  Emphasis on capturing candidate data for future recruitment needs. Using Job Boards (00:19:55)  Recommendations on utilizing various job boards for recruitment. Applicant Tracking Systems (00:20:51)  Benefits of using applicant tracking systems for managing job applications. Building a Candidate Database (00:21:53)  The importance of maintaining a database of potential candidates over time. Social Media for Recruitment (00:22:46)  Using social media ads for recruitment and the challenges involved. Referral Programs (00:23:43)  Encouraging employee referrals as a strategy for finding candidates. Team Referral Incentives (00:25:27)  Impact of financial incentives on employee referrals for job candidates. Maintaining Candidate Connections (00:25:50)  Importance of staying in touch with candidates for future opportunities. LinkedIn for Hiring (00:27:15)  Discussion on the effectiveness of LinkedIn for hiring technicians. Marketing's Impact on Hiring (00:28:01)  How a shop's marketing affects their ability to attract good candidates. Consumer Reviews Influence (00:28:56)  The role of online reviews in shaping potential candidates' perceptions. Showcasing Company Culture (00:30:27)  The significance of showcasing company culture to attract talent. Careers Page Importance (00:32:55)  Discussion on the essential elements of a careers page for attracting talent. Website for Customers and Employees (00:33:44)  Lisa shares insights on designing websites for both consumers and potential employees. Showcasing Team Members (00:36:04)  Importance of displaying employees on the website to attract future talent. Training and Retention Strategies (00:37:12)  Discussion on the significance of training and retaining employees after hiring. Engagement During Transition (00:38:20)  Keeping candidates engaged between signing the offer and starting their new role. Making First Days Special (00:40:10)  Ideas for creating memorable first-day experiences for new hires. Responding to Negative Reviews (00:43:16)  Advice on handling negative feedback and its impact on employer branding. Reputation Management (00:45:24)  The importance of maintaining a positive reputation as an employer. Finding Pro Motive (00:48:28)  Information on how to connect with Pro Motive for hiring assistance. Closing Remarks (00:49:14)  Wrap-up of the episode and encouragement to listen to future shows.
      How To Get In Touch
      Join The Auto Repair Marketing Mastermind Group on Facebook
      Meet The Pros
      Follow SMP on Facebook
      Follow SMP on Instagram
      Get The Ultimate Guide to Auto Repair Shop Marketing Book
      Email Us Podcast Questions or Topics
      Click to go to the Podcast on Remarkable Results Radio
    • Changing The Industry
      Episode 216 - Can You Achieve High Performance Through Coaching with Cecil Bullard and Michael Smith
      By Changing The Industry
      Episode 216 - Can You Achieve High Performance Through Coaching with Cecil Bullard and Michael Smith
    • nptrb
      Improving Cash Flow in Your Auto Repair Shop
      By nptrb

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.



  • Joe Marconi

    Five Proven Tips to Improve Your Bottom Line

    By Joe Marconi, in Selling Automotive Repair,

    0 comments 1,784 views
    Joe Marconi

    Isn’t It Time We Rethink What a Master Level Technician Is?

    By Joe Marconi, in Automotive Industry,

    1 comment 1 1,947 views
    Joe Marconi

    Marketing Strategies To Attract and Retain Your Ideal Customers

    By Joe Marconi, in Automotive Marketing,

    0 comments 1,042 views

  • Our Sponsors

Main Sections

More Sections

Discussion Forums

×
×
  • Create New...