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The Art of Client Appreciation [RR 915]

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Dane and Cathy Bailey discuss their transition from a franchise to independent operators, the importance of trust and reputation, and their unique approach to customer relations. The Baileys emphasize the significance of creating a welcoming environment, particularly for female clients, and the role of personalized gestures like thank-you baskets and branded gifts in building lasting relationships. They also explore the parallels between the automotive and real estate industries, highlighting the importance of professionalism and quality service. Cathy and Dane Bailey, Auto Experts, Colleyville, TX. Show Notes

  • Transitioning to Independent Operators (00:02:19) Dane and Cathy's journey of transitioning from a franchise to independent operators and finding support through mastermind groups.
  • Role of Coaches in Business (00:04:23) The importance of coaching and advisors in business, drawing parallels with sports coaching.
  • Business Growth and Revenue (00:06:20) Discussion of the significant revenue growth of Auto Experts over the years and their marketing strategies.
  • Transition from Consulting to Automotive Industry (00:07:48) Dane's transition from a consulting career to the automotive industry and the factors that led to this decision.
  • Client Experience and Marketing (00:09:23) Cathy's role in marketing and creating a positive client experience at Auto Experts.
  • Female Clientele and Trustworthiness (00:15:25) The welcoming and trustworthy environment at Auto Experts that has attracted female clientele.
  • Importance of Trust in Customer Relations (00:16:23) The significance of trust and comfort in customer relations, particularly in a male-dominated industry.
  • The need for transparency and thoroughness (00:17:48) Discussion on the importance of inspections and transparency in the automotive industry.
  • Challenges and changes in business operations (00:18:12) Adapting to new industry standards and overcoming challenges in implementing changes.
  • The value of comprehensive inspections (00:20:20) Emphasizing the importance of comprehensive inspections and customer feedback.
  • Pricing and benefits of inspections (00:21:44) Explaining the pricing and benefits of different inspection services offered by the shop.
  • Importance of continuous learning and business operations (00:23:24) Learning from industry experts and implementing modern business practices.
  • Responsibility and trust in the automotive industry (00:27:22) Emphasizing the responsibility and trust required in the automotive business.
  • Expanding business and earning trust (00:31:04) Discussing plans for business expansion and the importance of earning and maintaining trust.
  • Building relationships and trust in real estate (00:34:13) Explaining the role of trust and relationships in the real estate industry and its relevance to the automotive business.
  • Auto Repair Leads (00:35:43) Discussion on acquiring leads through real estate connections and building trust with potential clients.
  • Client Appreciation (00:37:21) Use of modern CRM technology, follow-up calls, and personalized thank-you baskets for clients.
  • Website Design and Marketing (00:40:17) Collaboration on website design, professional photography, and videography for business promotion and client engagement.


Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -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   ARN-Website-Banner-July-2022-1200x400-1.png   Screenshot_340.png

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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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         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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      The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
      I’d like to give another shoutout to our sponsor, Shop Marketing Pros. They are the only marketing company I recommend, and they handle all of the marketing for my own shop as well. If you’re serious about growth, you need strategies that actually work: better websites, higher Google rankings, and ads that bring real customers through your doors.
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