By Joe Marconi
I will never forget the day when a customer, who didn't like the price, took cash out of his pocket, crumbled up the cash, and threw the money at me.
This customer clearly crossed the line, in my opinion.
Before I tell the rest of this "true" story, I would like to hear from you: How would you have handled this situation?
Daniel Griffith, Wally's Precision Auto Care, Las Vegas, NV
Key Talking Points
Finding, identifying, and connecting with the ideal customer and naming them (Jennifer and Clara)- what books are they reading? Who are they following on social media? What are their expectations? Build out each phase of the customer experience process, and look at the highs and lows What parts of the process are easy and what parts are hard? Simplify that down as much as possible If something's not working, change it. It's that simple Hiring new employees- asked his current employees what they like about their job, then used their words on the job descriptions “Culture eats strategies for breakfast.” The average tenure of his current team is over 12 years
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People tend to tighten their belts during tough economic times, but also understand that they need their cars in the best shape they can be to save on fuel and save on costly breakdowns.
How can you help your customers save on fuel costs and focus on preventive maintenance?
By Joe Marconi
October 4 - October 6, 2022
Fly with the Eagles
The Industry’s Most Powerful Shop Management Course
This is a 3-day course, with each day devoted to a new topic, but you have the option to pick and choose the days you’d like to attend.
October 4th-6th, 7:30am – 5:00pm EST
After attending this comprehensive course for shop owners you will be able to
Improve your skills in time management, leadership, and goal setting Fully understand your shop’s financials and key performance indicators Find and hire superstar service advisors and technicians Turn your existing employees into self-motivated superstars Fill your bays with the right kind of customers through new marketing programs Utilize your step-by-step Action Plan to ensure your ongoing success This AMI-accredited course has one objective: to help you create a more profitable, successful business! Bob Cooper built this course from the ground up based on his own success as a shop owner and his experience in helping thousands of other shop owners go right to the top.
This series is now presented by Joe Marconi and Kevin Vaught, who have both experienced extraordinary success as shop owners as well, so it’s no surprise that Fly With the Eagles II is heralded by many industry leaders as the most powerful shop management series available to shop owners and general managers.
To learn more and to register: https://eliteworldwide.com/event/fly-with-the-eagles/