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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 Joe Marconi
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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 Joe Marconi
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By Joe Marconi
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By carmcapriotto
The Brakes for Breasts campaign, every October, supports breast cancer vaccine research at the Cleveland Clinic. The co-founders of the campaign, Leigh Anne Best and Laura Frank, discuss the importance of finding a cause that aligns with their values and the challenges of funding vaccine research. They discuss the initiative and how it raises funds for breast cancer research by offering free brake pads to customers in October. Dr. Justin Johnson from the Cleveland Clinic talks about the importance of a vaccine trial for triple negative breast cancer. Jennifer Davis, the first recipient of the vaccine trial, shares her experience. Our panel emphasizes the importance of community support and the potential of the vaccine trial to revolutionize cancer treatment. We are challenging the industry to reach a goal of $369,000 or even $400,000 for this year and to involve at least 500 shops. This is a simple and effective program to offer to your customer and to anyone involved to tour the lab and see the impact of their contributions.
The start of the Brakes for Breasts initiative (00:01:11) Introduction to the Brakes for Breasts initiative and the goal of raising $400,000 and getting 500 shops signed up. Explanation of the Brakes for Breasts program (00:06:24) Explanation of how the program works, including giving customers free brake pads and donating 10% of the brake job cost to the Cleveland Clinic breast cancer research program. The lab tour and check presentation (00:08:48) Discussion about the visit to the Cleveland Clinic lab and the check presentation for breast cancer research. Jennifer's experience with the breast cancer vaccine trial (00:10:55) Jennifer shares her experience as the first recipient of the breast cancer vaccine trial, including the side effects and her motivation to participate. The importance of getting involved (00:16:55) Discussion about the enthusiasm and commitment of automotive repair shops to participate in the Brakes for Breasts campaign. Ways to support the campaign (00:17:22) Information about the resources available on the campaign's website to help shop owners engage their vendors and promote the campaign. The importance of early treatment (00:25:22) Discussion about the delay in treatment and the potential impact it had on the recipient's ability to participate in the vaccine trial. The impact of the vaccine on the recipient's perspective (00:26:00) Jennifer Davis shares how receiving the vaccine has shifted her perspective on life and given her hope for the future.
Thanks to our Partner, Technician Find If you are tired of struggling to find skilled automotive technicians for your independent auto repair shop, say goodbye to the endless search and let Technician Find be your solution. We are a 'Single Stop To Staff Your Shop.' http://www.technicianfind.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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