24 - Understanding the discomfort on the other side of the counter - Driving Change from ATI Podcast - Geoff Berman and Mitch Schneider

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?

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