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In this episode, Lucas and David welcome shop owner Matt Wagg while at Vision 2024. They tackle the stress comparison between running a restaurant and a repair shop, with anecdotes illustrating the humorous yet frustrating aspects of both. Matt shares candid experiences with negative customer reviews, detailing how his approach to addressing issues has evolved over time. The trio also discusses the value of foundational business structures and the benefits of coaching, debating the merits of group versus one-on-one sessions.
00:00 Recognizing someone's bad behavior without engagement.
08:41 Identifying process flaws and missed customer qualifications.
14:28 Resolve the issue with the strategy and respond to the review.
20:08 Surprised by the call, let it go.
24:18 Requested business resolution, expressing care and dignity.
28:23 Negative reviews mainly stem from personal issues.
35:45 Driver dangerously pulls out into oncoming traffic.
41:28 Voltage drop testing is crucial for complete circuit testing.
46:36 Car trouble, customer complaint, communication breakdown.
49:57 Questioning trustworthiness and sales tactics within a company.
55:10 Fear of bad reviews from misbehaving customers.
01:02:12 Reflecting on business growth and leadership challenges.
01:05:18 New business owner learns structure and coaching.
01:09:06 Lower-priced group offers a taste of feedback model.
Episode 166 - Automotive Training Failures With Dominick Marquez
Episode 165 - Chasing An American Dream While Balancing Family and Culture With Gilbert Khoshaba
Episode 164 - John Phelps on Career Shifts and Setting Industry Standards
Bonus Episode - Why Small Shops Fail - The Uncut Audio
Episode 163 - Balancing Business Ownership and Technology in the Auto Industry With Gregg Rainville and James Harris of Steer CRM
Episode 162 - Lauralee Schmidt on Repair Shop Economics and Social Media Slips
Bonus Episode - Frank Scandura on AutoTechIQ And Enhancing Shop Dynamics
Episode 160 - Oz Mechanics on Business, Cultural Impact, and Fighting City Hall
Episode 159 - Facing Harsh Climates, Staff Dynamics, and Industry Changes With Kory Rozema
Bonus Episode - Chris Craig on Creating Positive Automotive Work Environments Even At A Dealership
Episode 158 - Sean Tipping Confronts David On Withholding Technician Pay
Episode 157 - Emotional Intelligence Within An Auto Repair Business with Clint White
Episode 156 - David Macholz on Rethinking Technician Certification and Training
Episode 155 - Harnessing SEO and De-escalation Tactics with Brian Walker
Episode 154 - Dissecting Conversations and Conversion Rates Using AI with Stan Stokes
Episode 153 - Murray Voth on Thriving in the Automotive Industry
Episode 152 - A Blueprint for Financial Independence in Auto Repair Shops with Rick White of 180Biz
Episode 151 - A Shop Owner's Guide to Consolidation and Exit Strategies
Episode 150 - Jimmy Purdy of The Gearbox Podcast on Evolving Business and Industry Challenges
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