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Who is Your Customer Experience Officer (CXO)? [AW 173]

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Nichole Bennecoff discusses the importance of customer experience in the automotive industry. Nicole shares her company's focus on customer experience and introduces Taylor, a client success representative who manages communication between clients and the company. Taylor's responsibilities include monitoring client communication, arranging loaner vehicles, supporting service advisors and providing excellent customer service. Nicole and Carm also touch on setting client expectations, appearance, and the importance of listening to service advisor calls.

Nichole Bennecoff, Subie Guys, Traverse City, MI. Nichole's previous episodes HERE

Show Notes:

  • The Breast Cancer Awareness Challenge (00:00:50) Discussion about the annual challenge to raise funds for breast cancer research and the goal of getting 500 shops involved. https://www.brakesforbreasts.com/
  • The Role of a Client Success Representative (00:06:07) Nicole discusses the importance of customer experience and the implementation of a client success representative role in her business, Taylor. Taylor's responsibilities include monitoring client communication, arranging loaner vehicles, and providing excellent customer service.
  • Finding and training Taylor (00:09:07) Taylor was hired from a call center and has grown in her role to provide consistent and empathetic customer service.
  • Importance of customer retention (00:10:05) The importance of providing a great customer experience to retain clients and build trust for future visits.
  • Setting Expectations for Clients (00:16:47) Discussion on the importance of setting expectations for clients before they come in, including explaining the inspection process and providing information about the first appointment.
  • Client Gift Bag and Follow-Up (00:17:46) The practice of giving new clients a gift bag at their first appointment and sending thank you cards, as well as discussing the inspiration for these ideas.
  • Professionalism and Client Experience (00:18:41) Exploring the concept of professionalism and how it is demonstrated through intentional actions, appearance, and creating a positive client experience.
  • The customer experience and wait times (00:25:08) Discussion about the wait times for appointments and how they fluctuate depending on the week.
  • Branching out to other car makes (00:25:31) Exploring the expansion into servicing cars other than Subarus and teasing upcoming exciting news.

Thanks to our Partner, Dorman Products. Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour

Connect with the Podcast:

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

 

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      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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