Drain the Swamp and Count the Alligators - - - Ocassionaly the customer has more confidence in you than you might have in yourself.
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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?
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By carmcapriotto
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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Important Books
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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.
More Time. More Profit. Transform your shop at getshopware.com/carm
Click to go to the Podcast on Remarkable Results Radio
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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/
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By carmcapriotto
Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel's Previous Episodes HERE
Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ
Key Talking Points
What do your customers value the most? What do they want from you? Your customers are your best source for marketing 62% of Rachels customers asked someone who they should go to. Implemented referral cards for customers. Those customers still checked Google for the number of reviews and what was said. 37% thought google reviews were important. Top 3 benefits to customers in Rachel’s shop- warranty, loaner cars, speed of service Google Form and QR codes Bad Google reviews- people make mistakes, it’s up to you to make it right and validate the other 5 star reviews. Alleviating customer stress by communicating clear expectations and following through- loaner car availability, financing, Surveying both emotions and thoughts- what were you feeling? What was your first thought? To get a good sample you need at least 50 responses New customers- why did they choose you? Frequency of surveys- every few years unless there is a change in the environment (inflation, interest rates, fear of unknown) Number of questions- 10-12 questions Headline for the survey- “your opinion matters” Get survey ideas at Jimmy Alauria site: www.winningautoshops.com Google Reviews Episode with Jimmy Lea [RR 747]
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
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By Joe Marconi
When I started my auto repair shop in 1980, it was typical to work at the shop 50 to 70 hours a week. More than half of that time was working on cars. I kept that work pace for over a decade. I know that many shop owners of my generation did the same thing.
That's all changed now. And for the better. More shop owners today understand that their leadership roles are critical to their success and the best strategy for the welfare and development of their employees.
Jump to the link below for a few quick stats on the different roles of today's shop owner.
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