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ASOG Podcast Ep 17 - Discovering the Customer Communication Formula w/ Charlotte Purvis, Author & Customer Service Expert

Changing The Industry
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Changing The Industry

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Every shop owner understands the importance of having standardized systems in their business.

But, how do you systemize the customer service experience?

How do you systemize ensuring consistency in how you make the customer feel during and after their interactions with everyone at the shop?

Is it even possible?

To answer those questions, David and Kyle Logue of Essex County Auto Repair in Middleton, MA is joined by Charlotte Purvis the author of The Customer Communication Formula: How to communicate with your customers and boost your customer service brand.

For over two decades, Charlotte has been able to develop and use the Customer Communication Formula to help positively influence millions of customer service interactions.

In this podcast, she explains the principles behind the formula and talks about the specific and actionable tactics she lays out in the book.

You can pick up the book on Amazon: https://amzn.to/2Kmf789

You can reach out to Charlotte at CharlottePurvis.com.

Support the show (https://www.patreon.com/AutoShopOwnersGroup)

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's Blog
         0 comments
      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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