Session Reflection:
- Most business owners are too busy trying to satisfy the customers wants, needs, and expectations, to actually satisfy the customers wants, needs, and expectations!
- Have you ever experienced the pain of being a customer of an auto repair shop? Do you really understand the pain and difficulty a customer really goes through to get their vehicle to you? Shouldn't you recognize this huge commitment being made by your customer!
- Pick one: You can do a fantastic job with the vehicle while giving mediocre service, and risk losing them, or you can give them exceptional service while doing a mediocre job with their vehicle, and they will likely forgive you.
- It's not about how many customers you make, it's how many you keep!
- You will find it's cheaper to keep them coming back. It costs up to 10 times more to by a new customer than to keep the ones you have.
- When was the last time you asked yourself, Why do people really come to you? What makes you stand out in their minds? Are you their total convenience solution?
- Can you finish this sentence? I know I'm more expensive than other shops, but...
- How do you demonstrate your love for your customers?
- No customer expects you to be perfect all the time, so how you handle things when the customer did not get what they expected, is the true measure of how much you care and your real integrity.
- Every broken vehicle is accompanied by a broken customer. How often does this get forgotten? Both must be addressed at every visit.
- If your in business, you should study psychology. Build your empathy muscles!
- How do you recognize and truly show appreciation for your customers as well as your staff?
How to reach us:
Email: podcast@autotraining.net
Website: www.autotraining.net
27 - What if your business became the business that all others are compared to in the mind of the motorist? - Driving Change from ATI podcast - Geoff Berman and Mitch Schneider
26 - What does a destructive staff member really cost you? - Driving Change from ATI Podcast - Geoff Berman and Mitch Schneider with special guests Sarah and Stephen Konyndyk
25 - Do you know / have what it takes to attract lifetime customers to your business? - Driving Change from ATI Podcast - Geoff Berman and Mitch Schneider
23 – Fireside chat with an Industry Icon – Driving Change from ATI Podcast
22 – Has COVID got your vehicle visit frequency down? – Driving Change from ATI Podcast – Joanne Corniola and Russ Crosby
21 – What will you do if you lose a technician? Do you have a plan? – Driving Change from ATI Podcast – Bill Snow
20 – Timeless life advice from Bryan Dodge – Driving Change from ATI Podcast – Bryan Dodge
19 – Check your Ego at the door? – Driving Change from ATI Podcast – Geoff Topps
18 – Are you Enabling your staff? – Driving Change from ATI Podcast – John Byler
17 – Is your business prepared for the unexpected? – Driving Change from ATI Podcast – Eddie Cleveland
16 – How do you give back to your community? What impact does it really have? It may be more than you think. – Driving Change from ATI Podcast – Scott Bonnell
15 – Is your shop headed in the right direction? How do you know? – Driving Change from ATI Podcast – Fred and Jessica Gestwicki
14 – Do you know the three letter word holding you back? – Driving Change from ATI Podcast – Jeff Keeney
13 – Do you have your own voice in your Family business! – Driving Change from ATI Podcast – Kelli Weatherby
12 – Get out of your own way! – Driving Change from ATI Podcast – Keith Greene
11 – How do you Stand out? – Driving Change from ATI Podcast – Matt Purselle
10 – Expect the unexpected – Driving Change from ATI Podcast – Jason Gloria
09 - Your way or the highway - Driving Change from ATI Podcast – Greg Budwine
08 - Are things really as they seem? - Driving Change for ATI Podcast - David Powers
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