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The Man Behind the Curtain

 

 

Here in my fantasy land, my daughter Katie is the gate keeper to the Emerald City. One of her main tasks is sorting out the cars for repair by type, length of time needed, or condition. My job is to play the part of the all-knowing, all-seeing, all-understanding wizard. I try to keep the flying monkey wrenches from pulling the stuffing out of everything, while still maintaining an even temperament throughout my busy day. But then there are those travelers on that yellow brick road that leave me puzzled, sometimes shocked at what they are telling me. These are the ones I let her handle; especially on those days when I’m already in a bad mood because my crystal ball isn’t working.

 

“Yes, I’m having a problem with my car,” The customer tells Katie at the front desk, “the last mechanic said my air filter caused my radio and door locks to short out.”

 

Sitting at my desk just out of sight, I’m listening to this fable. By now Katie can hear my pen rhythmically start clicking; which she already knows is a sign we have another traveler from the yellow brick road. As the story unfolds I’ll start to grumble or throw in a few timely grunts or coughs all while maintaining my position behind the curtain. My daughters (and my wife) have been around my wizardry far too long. If I’m having one of those days, and somebody comes in with a fable like this one… the best thing to do is take care of it in the front office without getting me involved. They’ll all agree, “Just leave him be, he’ll be fine back there behind the curtain fixing the cars, pulling those levers and stuff. Just leave him be, he’ll make some fire, flame, and smoke belch out from around the corner, but he’s actually harmless.”

 

 

Katie answers the customers concerns, “Honestly, I may not be the technician here… but, I think I can answer this one for you… I seriously doubt that could happen. However, if you can give me some more details on what the actual problem is, I can relay that message to him.”

 

“Can I just talk to him myself?” the customer will ask.

 

“Let me do you a big favor,” Katie pleads with them, “I don’t think you want to bother him with that kind of question. He’s already in a grouchy mood today, and I think you better leave the asking part to me. He’ll fix it, but believe me when I tell you… pay no attention to the man behind the curtain. He can be a little on the grouchy side sometimes, and if you ask him a question like that you may not like his answer.”

 

Yea, that’s right, I might just be in a grouchy mood, or… it could be that stupid sounding question that set me off… whatever it is, I would take Katie’s advice and let her handle it.

 

I know I’m not the only shop owner/technician who deals with this kind of thing. Whether your mood starts off from a bad cup of morning coffee or the hundreds other things on your mind, or the half dozen car problems you need to sort out with only a certain amount of time to do them all in. Sooner or later your patience can start to wear thin.

 

Even on those days I try to accommodate as many people as I can, as quickly as I can, but it never fails someone is going to come in and ask some question that you don’t need to be a wizard of the automotive world to answer.

 

“I need all my spark plugs removed. I read somewhere that spark plugs burn gasoline, so leaving them out will get me better gas mileage,” this genius from the land of OZ tells me.

 

Cars must really be some sort of fantasy for some people. That or they’re a few bricks shy a full load. On days like this, seriously, just let me deal with the cars, and let the front office deal with these fantasy land questions. It just boggles my mind how many people are out there flying around on their brooms without a clue how they actually work.

 

My wife calls running the front office; “Damage control”, she’s pretty sure if it was left up to me the only work I would have is the ones that were dropped off at the gates to the city or the front door with a note and a spare key.

 

If they manage to get past the gate keeper, they now have to be ready to deal with the smoke and flames spewing from that big head I seem to have (according to my wife). They’ll try to reword the same questions they just tried in the front office (that didn’t get anywhere) in different ways, just in case I might change the answer. By the time I’ve heard these fables in their third or fourth variation, I’ve had about all I can stand. (More flames and more smoke start emanating from that big fat head again.)

 

Needless to say, I’m probably my own worst enemy when it comes to things like this. Although, my wife and my daughters will tell you, “He might strike you at first, like a mean old grizzly bear, especially if you ask him something stupid. But deep down he’s just a big old teddy bear. He’s got a heart of gold, the courage of a lion, and pretty darn smart to top it off. Ya just don’t want to rile him up when he is in one of those moods.”

 

I got to admit, there’s no lollypop tree in my backyard. There’s no sugar coating my answers around here, and clicking your heels three times isn’t going to fix the car at all. Magic only works in fairy tales, good diagnostics starts with the proper information.

 

So for all those shop owners, technician, bodyman, etc… out there who have a tendency to roll your eyes when somebody asks that ultra-dumb question… you’re not alone.

 

Fantasy or not, there’s a whole lot of us wizards out there who probably should stay behind the curtain a little more often and let the front office sort out those horses of a different color ……………………………… including me.

 

 

 

I know I'm not the only shop owner or tech out there that runs into these type of customers. Luckily, my gals in the front office help soften the wackiness by the time I get the work order. But... there are those days... oh man... I really just want to get in my big hot air balloon and leaves these idiots deal with their own strange problems. (just kiddin' of course)

Nothing like sharing our good and bad days with each other... we all have them.

 

 


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Posted

Gonzo, you are something else:

“I need all my spark plugs removed. I read somewhere that spark plugs burn gasoline, so leaving them out will get me better gas mileage,” this genius from the land of OZ tells me.
:lol:
Posted

I blame the whole thing on Toto....

 

 

Gonzo, you are something else:

:lol:

Posted

What a story: flying monkey wrenches; brilliant! You hit the target again today.

 

I had a customer walk in the other day for a price on a check engine light diagnose. She also needed a NY State inspection, and it will not pass with the check engine light. She said she already knew what the problem was because her boyfriend is a mechanic and the code is for an EVAP problem. I asked her, why not let him fix it? She said he’s real busy at the dealership but he gave me this bottle of engine cleaner.

 

She said that you have to put the bottle in the gas tank, drive it around and it will pass the state inspection. I mumbled a few words under my breath, and my service writer quickly ran out of the office saying to himself, “Oh boy, this is not good, she just flipped Joe’s switch”.

 

When I tried to explain to her that it is not going to work, she raised her voice and said, “Yes it will, just put the bottle in the tank, drive it around and it will pass inspection”. I now repeated in my loud voice, “Why don’t to ask your boyfriend to do it, he gave you the bottle!” She rambled on, but at this point I was not listening.

 

Well, without going into too much detail I ran around the counter to the door, opened it up and said, “Mam, you have the wrong guy, thank you, but no thanks”. As she was walking out she mumbled, “Well, I heard you guys are expensive anyway”.

 

If she only had a brain!

  • Like 1
Posted

Joe, does she have a twin sister in Indiana? We refused to put a thermostat in a woman's car that we diagnosed with a blown head gasket on Monday. We told her we would be taking her money but the boyfriend was a mechanic and wanted it done.

Posted

Joe, does she have a twin sister in Indiana? We refused to put a thermostat in her car that we diagnosed with a blown head gasket on Monday. We told her we would be taking her money but the boyfriend was a mechanic and wanted it done.

 

Yes Frank, the wicked sister of the West!

Posted

I'm laughing to much to type.... LOLLLLL Ain't it something...?? My wife, and my daughter insisted that I finish this story and put it out there for everyone to read. Because THEY KNEW... I was the ONLY one who mumbles stuff under my breath and KNEW that nobody would make the connection between the characters in the story and real life.

 

My answer to the wife... HA! Proved ya wrong.

There's enough broom stick riding, flyin' monkey wrench wackos out there to keep me writing about them for a long long time.

 

Glad ya liked the story... this was a fun one to put together. (It really takes some thought to make it funny, entertaining, and enjoyable to read)

 

Thanx again guys... ya made my day.

  • Like 1
Posted

The Man Behind the Curtain

 

 

 

Here in my fantasy land, my daughter Katie is the gate keeper to the Emerald City. One of her main tasks is sorting out the cars for repair by type, length of time needed, or condition. My job is to play the part of the all-knowing, all-seeing, all-understanding wizard. I try to keep the flying monkey wrenches from pulling the stuffing out of everything, while still maintaining an even temperament throughout my busy day. But then there are those travelers on that yellow brick road that leave me puzzled, sometimes shocked at what they are telling me. These are the ones I let her handle; especially on those days when I'm already in a bad mood because my crystal ball isn't working.

 

"Yes, I'm having a problem with my car," The customer tells Katie at the front desk, "the last mechanic said my air filter caused my radio and door locks to short out."

 

Sitting at my desk just out of sight, I'm listening to this fable. By now Katie can hear my pen rhythmically start clicking; which she already knows is a sign we have another traveler from the yellow brick road. As the story unfolds I'll start to grumble or throw in a few timely grunts or coughs all while maintaining my position behind the curtain. My daughters (and my wife) have been around my wizardry far too long. If I'm having one of those days, and somebody comes in with a fable like this one… the best thing to do is take care of it in the front office without getting me involved. They'll all agree, "Just leave him be, he'll be fine back there behind the curtain fixing the cars, pulling those levers and stuff. Just leave him be, he'll make some fire, flame, and smoke belch out from around the corner, but he's actually harmless."

 

 

 

Katie answers the customers concerns, "Honestly, I may not be the technician here… but, I think I can answer this one for you… I seriously doubt that could happen. However, if you can give me some more details on what the actual problem is, I can relay that message to him."

 

"Can I just talk to him myself?" the customer will ask.

 

"Let me do you a big favor," Katie pleads with them, "I don't think you want to bother him with that kind of question. He's already in a grouchy mood today, and I think you better leave the asking part to me. He'll fix it, but believe me when I tell you… pay no attention to the man behind the curtain. He can be a little on the grouchy side sometimes, and if you ask him a question like that you may not like his answer."

 

Yea, that's right, I might just be in a grouchy mood, or… it could be that stupid sounding question that set me off… whatever it is, I would take Katie's advice and let her handle it.

 

I know I'm not the only shop owner/technician who deals with this kind of thing. Whether your mood starts off from a bad cup of morning coffee or the hundreds other things on your mind, or the half dozen car problems you need to sort out with only a certain amount of time to do them all in. Sooner or later your patience can start to wear thin.

 

Even on those days I try to accommodate as many people as I can, as quickly as I can, but it never fails someone is going to come in and ask some question that you don't need to be a wizard of the automotive world to answer.

 

"I need all my spark plugs removed. I read somewhere that spark plugs burn gasoline, so leaving them out will get me better gas mileage," this genius from the land of OZ tells me.

 

Cars must really be some sort of fantasy for some people. That or they're a few bricks shy a full load. On days like this, seriously, just let me deal with the cars, and let the front office deal with these fantasy land questions. It just boggles my mind how many people are out there flying around on their brooms without a clue how they actually work.

 

My wife calls running the front office; "Damage control", she's pretty sure if it was left up to me the only work I would have is the ones that were dropped off at the gates to the city or the front door with a note and a spare key.

 

If they manage to get past the gate keeper, they now have to be ready to deal with the smoke and flames spewing from that big head I seem to have (according to my wife). They'll try to reword the same questions they just tried in the front office (that didn't get anywhere) in different ways, just in case I might change the answer. By the time I've heard these fables in their third or fourth variation, I've had about all I can stand. (More flames and more smoke start emanating from that big fat head again.)

 

Needless to say, I'm probably my own worst enemy when it comes to things like this. Although, my wife and my daughters will tell you, "He might strike you at first, like a mean old grizzly bear, especially if you ask him something stupid. But deep down he's just a big old teddy bear. He's got a heart of gold, the courage of a lion, and pretty darn smart to top it off. Ya just don't want to rile him up when he is in one of those moods."

 

I got to admit, there's no lollypop tree in my backyard. There's no sugar coating my answers around here, and clicking your heels three times isn't going to fix the car at all. Magic only works in fairy tales, good diagnostics starts with the proper information.

 

So for all those shop owners, technician, bodyman, etc… out there who have a tendency to roll your eyes when somebody asks that ultra-dumb question… you're not alone.

 

Fantasy or not, there's a whole lot of us wizards out there who probably should stay behind the curtain a little more often and let the front office sort out those horses of a different color ……………………………… including me.

 

 

 

I know I'm not the only shop owner or tech out there that runs into these type of customers. Luckily, my gals in the front office help soften the wackiness by the time I get the work order. But... there are those days... oh man... I really just want to get in my big hot air balloon and leaves these idiots deal with their own strange problems. (just kiddin' of course)

Nothing like sharing our good and bad days with each other... we all have them.

 

 

 

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Posted

Great story Gonzo! You do have a way of telling it like it is for sure.

 

I had 2 this week that made me shake my head and laugh.

I had a male customer about 45 years old come in with a grinding sound from the rear, he told me he was sure it had nothing to do with the power train because he had "The Whole Power Train" resently replaced at the dealership under warranty. I could not help myself and and had to ask him if they also replaced the caboose! He shook his head yes.

The next day a young lady called me and said her undercarriage was dragging on the ground and that her husband duc-taped it back up and she needs to set up a appointment to have to repalced. (We replaced the broken clips for the under motor plastic shield)

 

After reading these post I have a commett on Joe's post about the Evap system in a can. Come on Joe I thought you were up to date on all the new stuff out these days. You haven't heard of the "Evap-O-Fix" that is sold at any "Advance Auto" or "Auto Zone" stores?? It comes in 3 flavors, American, Euro and Asian. Just pure it in and drive, re-condisions vent valves, purge valves and 2 ways valves and also cleans your charcoal canister right out. We made the mistake one time of putting in the American formula in a 1998 Honda and in less then 10 mins it caused the alternator bearings to fail!! We wont make that mistake again and always read the labels now. The one good thing it says on the can is this product will not void any lifetime brake pad warrantys on brake pads installed by any "Muffler-Brake" national chain stores. :) Have anice day guys fighting the battles we all fight every week.

  • Like 1
Posted

Too Freakin funny Gary.... it's the same thing everywhere ya go. I'm glad I've got the chance to tell the stories of what it's really like in the automotive trade.

Where's my ruby slippers at??? I'm gonna click my heels three times and see what happens.

Thanks for the comments. Ya put a smile on my face from ear to ear.... caboose... too funny.

Posted

great story Gonzo

seems like some of these customers are suffering from scarecrowitis.....no brains !!!!! :lol:

Posted

There's no place like the repair shop, there's no place like the repair shop.....

Too funny Richard... I'd have to agree with ya

 

great story Gonzo

seems like some of these customers are suffering from scarecrowitis.....no brains !!!!! :lol:

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      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.
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      If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
      In the 200th episode of "The Weekly Blitz," Coach Chris Cotton marks a significant milestone for the podcast by taking a moment to reflect on the journey over the past year. He shares personal anecdotes that resonate with the audience, including a heartfelt update on Kimberly, who made the selfless decision to donate a kidney to her brother, highlighting the profound impact of family and generosity.
      Chris delves into key topics that are crucial for auto repair shop owners, offering insights and advice that are both practical and forward-thinking. One of the main discussions revolves around the concept of adopting a four-day workweek. He explores the potential benefits this can bring, such as improved work-life balance for employees, increased productivity, and enhanced job satisfaction, while also addressing the challenges and considerations that come with implementing such a change.
      Another focal point of the episode is the distinction between commitment and mere interest. Chris emphasizes that true success in business requires a deep commitment, rather than just a passing interest. He encourages shop owners to fully dedicate themselves to their goals and to cultivate a mindset that prioritizes long-term success over short-term gains.
      The benefits of business coaching are also highlighted, with Chris advocating for the value of having a mentor or coach to guide business owners through the complexities of running an auto repair shop. He shares how coaching can provide clarity, accountability, and strategic direction, ultimately leading to more effective decision-making and business growth.
      Throughout the episode, Chris underscores the importance of professionalism within the industry. He stresses that maintaining high standards of professionalism not only enhances the reputation of individual shops but also elevates the industry as a whole.
      In addition, he encourages listeners to take advantage of the marketing resources offered by the podcast's sponsor, Shop Marketing Pros. He explains how utilizing these resources can help shop owners effectively reach their target audience, build their brand, and drive business success.
      Overall, the episode serves as both a retrospective on the past year's achievements and a motivational message aimed at inspiring business improvement. Chris Cotton's insights and stories provide valuable lessons and encouragement for auto repair shop owners looking to elevate their businesses to new heights.
      Introduction to the Podcast (00:00:11)
      Overview of the podcast's purpose and the value it offers to auto repair businesses. Celebrating Episode 200 (00:01:08) Kimberly's Kidney Donation (00:02:06) Highlighting Episode 164 - Unlocking Greatness (00:04:21) Highlighting Episode 170 - Four Day Workweek (00:05:24) Preparing for 2025 (00:07:42) Highlighting Episode 172 - Commitment vs. Interest (00:08:46) Highlighting Episode 175 - The Pumpkin Patch (00:09:58) Highlighting Episode 180 - Profit First (00:11:11) Highlighting Episode 185 - Mom and Pop Shops (00:12:00) Highlighting Episode 186 - Coached vs. Uncoached (00:12:46) Highlighting Episode 187 - Project Alpha (00:13:05) Highlighting Episode 189 - Impact of Politics (00:13:55) Highlighting Episode 192 - Self-Obstruction (00:14:20) Highlighting Episode 193 - Being the Best Shop (00:14:46) Highlighting Episode 197 - Chris's Favorite Things (00:15:30) Looking Ahead to Episodes 201 and 202 (00:15:50)
      Connect with Chris:
      [email protected]
      Phone: 940.400.1008
      www.autoshopcoaching.com
      Facebook: https://www.facebook.com/
      AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae


      #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Thank you to our friends at RepairPal for providing you this episode. RepairPal’s Certified
      Network of shops are trusted by millions of customers each month. Learn more at
      RepairPal.com/shops
      Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.com
      Are your customers getting the right first impression of your shop? In this episode, Brian and Kim Walker explore how to make every touchpoint count, from your website and Google Business Profile to your waiting area and phone calls.
      With personal stories and practical tips, they’ll guide you through the customer journey, sharing ways to improve everything from cleanliness to communication. You’ll even hear about Kim’s checklist for first impressions and why small details—like a fresh-smelling lobby or updated photos—make a big impact.
      Get ready to see your shop through fresh eyes and take steps to leave a lasting impression. Tune in now!
      Thank you to our friends at RepairPal for providing you this episode. RepairPal will help you
      grow your auto business and you can learn more at RepairPal.com/shops. 
      Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.com
      Lagniappe (Books, Links, Other Podcasts, etc)
      https://www.autoops.com/ - Online Scheduling for Auto Shops
      https://shopmarketingpros.com/ep-131-branding-your-shop-as-a-concierge-auto-repair-shop/ - Branding Your Shop As A Concierge Auto Repair Shop
      https://shopmarketingpros.com/ep-108-part-4-a-service-advisors-take-on-customer-retention-with-michael-doherty/ - Part 4 – A Service Advisor’s Take on Customer Retention with Michael Doherty
      https://remarkable.com/ - Remarkable notebook
      Show Notes with Time Stamps
      Introduction to the Podcast (00:00:01)  The podcast episode begins with an introduction to the Auto Repair Marketing Podcast.   Welcome and Topic Introduction (00:00:10)  Brian Walker welcomes listeners and introduces the topic of making great first impressions in auto repair.  Secret Shopper Concept (00:01:03)  Kim discusses the idea of offering secret shopper services to evaluate first impressions in auto repair shops.   Frog in Boiling Water Analogy (00:01:20)  Brian uses an analogy about a frog in boiling water to illustrate how business owners can overlook issues.   Personal Experience with Shop Cleanliness (00:02:26)  Kim shares a personal story about noticing cleanliness issues in her shop after sitting on the floor.   Origin of the Episode's Topic (00:03:13)  Kim explains that the episode's topic originated from a class she taught about hosting events in auto repair shops.   Creating a First Impression Checklist (00:04:08)  Kim mentions her intention to create a first impression checklist based on customer journey insights.   Importance of Online Presence (00:04:51)  Discussion shifts to how potential customers first experience a business online, including websites and Google profiles.   The Grunt Test (00:06:39)  Brian explains the "grunt test," where a stranger should easily understand what a website is about.   Evaluating Website Impressions (00:08:04)  Kim emphasizes the importance of assessing what feelings a website evokes in potential clients.   Social Media's Role in First Impressions (00:10:12)  The conversation covers how social media contributes to first impressions and customer perceptions.   Content Strategy and Audience Alignment (00:12:08)  Brian shares a client's unconventional marketing strategy and the importance of aligning content with audience expectations.   Google Business Profile Importance (00:12:59)  Kim highlights the significance of maintaining an accurate and complete Google Business Profile for attracting customers.   Customer Experience in a Hurry (00:14:01)  Kim discusses how potential customers often search for auto repair services quickly, emphasizing the need for accurate information. Improving Waiting Area Appearance (00:15:02)  Discusses the importance of updating photos of the waiting area to enhance customer impressions. The Importance of Phone Etiquette (00:15:38)  Emphasizes listening to phone calls to ensure service advisors are friendly and professional. First Impressions Over the Phone (00:16:38)  Highlights how the tone and manner of answering calls can significantly impact first impressions. Customer Experience During Calls (00:17:18)  Explores the importance of a welcoming greeting and attentive service during phone interactions. Listening to Recorded Calls (00:19:22)  Encourages shop owners to review recorded calls to improve customer service quality. Customer Experience in Shops (00:21:36)  Discusses a personal anecdote about poor customer service and its impact on first impressions. Evaluating Online Scheduling Experience (00:24:26)  Stresses the importance of user-friendly online scheduling systems for customer satisfaction. Drive-By Assessment of Shop Appearance (00:26:23)  Encourages shop owners to evaluate their business from a customer's perspective for first impressions. Parking Lot and Vehicle Presentation (00:27:27)  Discusses the significance of a tidy parking lot and appropriate vehicles for attracting customers. Signage and Branding Consistency (00:29:03)  Highlights the importance of maintaining updated and clear signage to reflect the brand accurately. The Story of the Old Shop (00:29:52)  Brian shares a humorous anecdote about visiting an old shop and its rundown appearance. The Importance of Cleanliness (00:30:46)  Discussion about how exterior cleanliness impacts first impressions in auto repair shops. Creating a Welcoming Atmosphere (00:31:27)  Kim emphasizes the significance of the waiting area’s atmosphere and sensory experiences for customers. Sensory Experiences Matter (00:31:47)  Exploration of how smell and touch affect customers' perceptions in an auto repair shop. Comparing Experiences (00:34:29)  Kim discusses how customers compare their experiences to other businesses like Chick-fil-A. Details Matter (00:35:28)  Highlighting the importance of small details in creating a positive customer experience. Creating a Family-Friendly Environment (00:36:55)  Discussion on accommodating families and making kids feel welcome in the shop. Comfort in the Waiting Area (00:38:39)  Brian stresses the need for comfortable seating and a welcoming environment for customers. Responsibility for Cleanliness (00:39:23)  Discussion on who is responsible for maintaining cleanliness in the shop. Bathroom Cleanliness (00:40:20)  A personal story about the poor state of a customer-facing bathroom and its impact. Thoughtful Amenities (00:41:24)  Kim talks about providing thoughtful amenities for female customers in the bathroom. Impression of Cleanliness (00:43:19)  Discussion on the importance of maintaining high standards of cleanliness in customer-facing areas. Shop Area Cleanliness (00:44:11)  Importance of maintaining a bright, clean, and organized shop environment for clients and staff. Efficient Shop Layout (00:45:02)  Discusses the necessity of an efficient layout to enhance workflow and client experience. Client Interaction (00:46:05)  Emphasizes tailoring conversations with clients based on their vehicle ownership goals. Permission for Inspections (00:47:58)  Importance of asking for permission to perform inspections to enhance client trust and experience. Client Follow-Up (00:48:59)  Discusses the significance of following up with clients post-service to ensure satisfaction. Team Appearance (00:49:48)  Highlights how professional attire of staff can impact first impressions on clients. Importance of First Impressions (00:50:45)  Stresses that consistent positive impressions lead to long-term client relationships and referrals. Final Thoughts and Checklist (00:50:46)  Introduction of a PDF checklist for staff to enhance awareness of shop cleanliness and organization.
      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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