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By Joe Marconi in Joe's Blog0 commentsIt 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.
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By carmcapriotto
Welcome to the Auto Repair Marketing Podcast with Brian Walker. In this solo episode, Brian discusses the importance of taking massive action during slow business periods.
Drawing from a recent conversation with a shop owner, he shares strategies to combat slow times, including leveraging networking groups like BNI, using your CRM effectively, creating engaging video content, and offering incentives.
Brian also highlights the importance of personal health and well-being, emphasizing that a healthy business owner is crucial for a thriving business.
Tune in for practical tips to help fill your bays and keep your business thriving.
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)
Greg Buckley at Buckley's Auto Center : https://www.youtube.com/@BuckleysAutoCare/featured
Charlie's Foreign Car
https://www.youtube.com/@fixingcars
Royalty Auto Service
https://www.youtube.com/@theroyaltyautoservice
Dave’s Auto Center
https://www.youtube.com/@DavesAutoCenterCenterville
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
Today, we're excited to have a special guest with us, Arun Kumar, the owner of Driven Auto Care.
In this episode, we’ll explore Arun's unique approach to defining and measuring customer loyalty, creating positive first impressions, and the crucial role of communication and transparency in client retention.
We'll also discuss the impact of personalized service, the importance of community engagement, and strategies for handling negative reviews.
Plus, Arun will share his insights on emerging trends in customer loyalty and his top-tier advice for shop owners.
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)
We Are Driven Podcast - https://podcasts.apple.com/us/podcast/we-are-driven-podcast/id1669356544
Driven Diary Youtube: https://www.youtube.com/@drivendiary
Arun Coumar Linkedin Post: https://www.linkedin.com/posts/aruncoumar_there-are-11-automotive-shops-in-the-plaza-activity-7206990233949642753-xcVF?utm_source=share&utm_medium=member_desktop
How To Get In Touch With The Guest
Arun Coumar: https://www.linkedin.com/in/aruncoumar/
Show Notes
1. Define Loyalty:
How do you define loyalty in the context of your auto repair business? How do you measure customer loyalty at Driven Auto Care?
2. First Impressions:
Do you believe first impressions contribute to customer loyalty? Share some thoughts on how a repair shop can create a positive first impression.
3. Communication and Transparency:
Does communication and transparency play a role in retaining clients? What best practices do you believe in or promote to increase customer loyalty?
4. Personalized Service:
Do you believe personalized service impacts retention? How can shops implement personalized service?
5. Business Operations and Rebranding:
Discuss the rebranding and renovation efforts at Driven Auto Care. How have these efforts contributed to creating a loyal customer base?
6. Technology and Tools:
Does technology and the use of any specific tools/programs help you stay in touch with customers and get them back into the shop? Share any specific tools or programs you use at Driven Auto Care.
7. Community Engagement:
Talk about engaging in the community to build your reputation and a loyal customer base. What community involvement initiatives does Driven Auto Care participate in?
8. Handling Negative Reviews:
How do you feel the way a negative experience is handled can play into customer loyalty? Share any strategies or approaches you use to turn negative experiences into positive outcomes.
9. Trends in Customer Loyalty:
Do you foresee any trends emerging in customer loyalty and retention within the auto repair industry? What are you seeing in terms of customer expectations and behaviors?
10. Biggest Lesson Learned:
Share your biggest lesson learned in customer retention at Driven Auto Care.
11. Top-Tier Advice:
What’s your one top-tier piece of advice to help other shop owners build customer loyalty?
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
Welcome to another episode of the Auto Repair Marketing Podcast, hosted by Brian and Kim Walker!
Today, we have a very special guest, Michael Doherty, who was our exceptional service advisor at Peak Automotive in Apex, North Carolina.
Michael has been a pivotal figure in our journey, and we are thrilled to share his insights on customer loyalty and retention. He’ll discuss his unique approach to building lasting client relationships and the importance of genuine care and transparency.
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)
WorldPac - https://www.wtitraining.com/
Worldpac STX - https://automotivetrainingevents.com/event/stx/
Traver Technologies: https://traverconnect.com/
ShopWare - https://shop-ware.com/
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
Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Dan and Dave Ostrov, co-founders of Whiterail Recruits, discuss recruiting challenges and strategies in the automotive industry. The conversation highlights the use of technology and marketing to address labor shortages, the issue of ghosting, and the importance of building relationships with potential candidates. Dan and Dave Ostrov, Whiterail Recruits Show Notes
Recruiting in the Automotive Industry (00:00:01) The topic of recruiting in the automotive industry and the challenges faced by shop owners. The Use of Technology and Marketing in Recruiting (00:04:24) Using marketing automation and technology to address the challenges of finding qualified labor in the industry. Addressing the Issue of Ghosting (00:07:16) A discussion on the problem of ghosting in the recruiting process and how technology can be used to mitigate it. Building Relationships with Potential Candidates (00:14:12) The importance of building relationships with potential candidates and the value of investing time and energy into mentoring and communicating with them. Adapting Recruiting Strategies (00:11:03) A discussion on the need to adapt recruiting strategies to find the best candidates, including those who may not be actively looking for jobs on traditional platforms like Indeed. Finding Unhappy People (00:19:35) Discussion on finding people unhappy in their jobs and unable to move forward. Using Technology in Recruiting (00:20:43) The importance of using cell phones and display advertising to reach potential candidates. Chat-Based Hiring Technology (00:22:15) The benefits of using chat-based hiring technology to streamline the application process. The Role of AI in Recruiting (00:25:40) Discussion on the role of AI in recruiting and the potential concerns about its effectiveness. Maintaining Momentum in Recruitment (00:27:43) The importance of maintaining communication and momentum with qualified candidates. Cultural Fit in Hiring (00:29:33) Strategies for assessing cultural fit during the interview process. Building a Bench of Candidates (00:34:35) Introduction of the "bullpen" technology to build a pool of qualified candidates for future hiring needs. Delegating Hiring to Store Managers (00:37:39) Upcoming technology to delegate the hiring process to individual store managers in larger shops. Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. 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/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -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
Thank you to our friends at RepairPal for providing you this episode. As shop owners we were part of RepairPal’s Certified network and you can learn more at RepairPal.com/shops.
Customer loyalty programs are crucial for retaining clients in the auto repair industry. On the Auto Repair Marketing Podcast, hosts Brian and Kim Walker explore this topic with Joe Schindler and Jeff Rudnick.
Joe, a shop owner, shares his experiences with loyalty programs, while Jeff from Pit Crew Marketing offers insights on how these programs can significantly benefit automotive shops.
This discussion is part of their ongoing series on customer retention. They highlight how personalized rewards, first impressions, and community involvement can build stronger customer relationships, encouraging repeat business and long-term loyalty. These strategies significantly enhance customer satisfaction and drive business growth.
Show Notes with Timestamps
The introduction (00:00:03) Introduction of the podcast episode and the topic of customer loyalty programs. Jeff's background in Hawaii (00:01:03) Jeff's background in Hawaii and the discussion about his current location. Defining customer loyalty (00:04:19) Discussion on the definition of customer loyalty and how it is measured. Earning trust and loyalty (00:06:01) The importance of trust in earning customer loyalty and the significance of knowing the customer's intent. First impressions (00:12:00) The impact of the first impression on building customer loyalty and the significance of creating a welcoming environment. Last interaction and lagniappe (00:18:05) The importance of the last interaction with the customer and the concept of providing a little extra (lagniappe) to enhance the customer experience. Community involvement and charity events (00:20:34) The role of community involvement and charity events in creating customer loyalty and building relationships. These are the main topics covered in the podcast episode transcription segment, organized in chronological order with their respective timestamps. Community Involvement Charity (00:22:26) Shop owner's initiative to involve customers in community charity, raising funds and providing incentives for customers. Supporting Little League Teams (00:23:20) Discussion on sponsoring little league teams, the impact on the community, and the importance of community involvement. Seizing Opportunities (00:24:29) Encouragement to shop owners to seize opportunities, think creatively, and take advantage of moments for business growth. Solving Real Problems (00:25:44) Emphasizing the role of marketing in solving real challenges for small businesses and making their lives better. Involvement in the Community (00:27:31) Discussion on the importance of being involved in the community and creating a sense of belonging, impacting marketing positively. Connecting with Customers (00:28:36) Emphasizing the need to connect with customers in a meaningful way, beyond traditional loyalty programs, and the impact on advertising effectiveness. Fundraising Logistics (00:29:46) Exploring the logistics of fundraising, including tools, graphics, and collaboration with marketing companies for seamless integration. Using Rewards for Community Programs (00:36:29) Discussion on customers choosing to use rewards for community programs, the intrinsic value, and setting up guardrails for giving. Launching Shop Programs (00:41:39) The process of launching shop programs, integration with shop management systems, and activating accounts based on customer history. Service Advisor's Role (00:45:37) Reference to a previous episode discussing the service advisor's role in customer retention and the impact of the 1-to-1 service advisor-technician ratio. Joe's thoughtful gifting (00:46:31) Joe explains his thoughtful and considerate gifting strategies to connect with clients and nurture relationships. Partners with systems and processes (00:47:22) Joe emphasizes the importance of having partners with efficient systems and processes to ease the burden on business owners. Inexpensive customer gifts (00:48:37) Joe shares his inexpensive yet impactful gift ideas for customers, including hot chocolate mixers, cookies, and personalized items. Quality over quantity (00:51:20) Joe discusses the significance of giving high-quality, thoughtful gifts over cheap trinkets and the impact it has on customers. Building customer loyalty (00:53:17) Joe emphasizes the importance of little gestures and thoughtful gifts in building customer loyalty and creating a positive impact. Conclusion and contact information (00:54:02) The hosts express gratitude to the guests and provide their contact information for listeners to get in touch.
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]
Lagniappe (Books, Links, Other Podcasts, etc)
Pit Crew Marketing
Schindler's Garage
Schindler's Garage - see loyalty program posts
Click to go to the Podcast on Remarkable Results Radio
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