Boy, I haven’t seen that customer in a while!
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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 Transmission Repair
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By Joe Marconi
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By carmcapriotto
Dr. David Weiman discusses the emotional attachment people have to their cars and how the repair industry can empathize with customers during the process of saying goodbye to a beloved vehicle. This case study was prompted by Dr. David's own experience with saying goodbye to his car unexpectedly. He discusses the parallel between the automotive industry and the medical field in terms of diagnosis and repair, and the importance of trust and the role of service professionals in providing certainty and safety to customers. Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. Listen to David’s previous episodes HERE
Show Notes
The emotional attachment to cars (00:01:09) The emotional attachment people have to their cars and the importance of empathy in dealing with the loss of a favorite vehicle. The connection between memory and cars (00:02:04) How memory is connected to cars and how the brain creates memories through touch and experience. The parallel between the automotive and medical industries (00:07:20) The parallel between the automotive industry and the medical field in terms of diagnosis, repair, and the interaction between professionals and customers. The psychology of decision making (00:08:25) Explains the importance of presenting options to customers in a way that they can understand and make a decision. Using visuals to aid understanding (00:10:10) Discusses the use of photographs and videos to help customers understand technical explanations and repairs. The dilemma of repairing an old car (00:13:01) Explores the decision-making process when faced with costly repairs on an old car with corrosion issues. The decision-making process (00:16:36) The three decisions customers have to make regarding their car: what to do with the old car, how to get around without a car, and finding a reliable used car. The importance of trust in service industries (00:17:41) The value of trust in service industries, and how it extends beyond the core service to ancillary areas like advice on purchasing a new car. Creating a deeper connection with customers (00:20:02) The impact of sharing personal experiences with customers, creating a stronger bond and deeper connection with them. Finding a gem of a car (00:26:27) Dr. David describes the serendipitous discovery of a well-maintained 2011 Lexus with low mileage and impeccable condition. The training of service advisors (00:33:40) Discussion about the training provided to service advisors in the automotive industry, focusing on helping them deal with customer emotions and uncertainties. The psychology of the automotive service counter (00:33:40) Suggestion to have courses or workshops on the psychology of the automotive service counter, highlighting the need for understanding and empathizing with customers. Similar situations faced by customers (00:34:38) Acknowledgment of the many customers who come into shops with similar situations, emphasizing the importance of learning from Dr. Dave Weiman's story.
Thanks to our Partner, NAPA Auto Care
Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care
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