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Thank you to our friends at RepairPal for providing you this episode. As shop owners we were part of RepairPal’s Certified network and you can learn more at RepairPal.com/shops.

Customer loyalty programs are crucial for retaining clients in the auto repair industry. On the Auto Repair Marketing Podcast, hosts Brian and Kim Walker explore this topic with Joe Schindler and Jeff Rudnick. 

Joe, a shop owner, shares his experiences with loyalty programs, while Jeff from Pit Crew Marketing offers insights on how these programs can significantly benefit automotive shops. 

This discussion is part of their ongoing series on customer retention. They highlight how personalized rewards, first impressions, and community involvement can build stronger customer relationships, encouraging repeat business and long-term loyalty. These strategies significantly enhance customer satisfaction and drive business growth.

Show Notes with Timestamps

  • The introduction (00:00:03) Introduction of the podcast episode and the topic of customer loyalty programs.
  • Jeff's background in Hawaii (00:01:03) Jeff's background in Hawaii and the discussion about his current location.
  • Defining customer loyalty (00:04:19) Discussion on the definition of customer loyalty and how it is measured.
  • Earning trust and loyalty (00:06:01) The importance of trust in earning customer loyalty and the significance of knowing the customer's intent.
  • First impressions (00:12:00) The impact of the first impression on building customer loyalty and the significance of creating a welcoming environment.
  • Last interaction and lagniappe (00:18:05) The importance of the last interaction with the customer and the concept of providing a little extra (lagniappe) to enhance the customer experience.
  • Community involvement and charity events (00:20:34) The role of community involvement and charity events in creating customer loyalty and building relationships.
  • These are the main topics covered in the podcast episode transcription segment, organized in chronological order with their respective timestamps.
  • Community Involvement Charity (00:22:26) Shop owner's initiative to involve customers in community charity, raising funds and providing incentives for customers.
  • Supporting Little League Teams (00:23:20) Discussion on sponsoring little league teams, the impact on the community, and the importance of community involvement.
  • Seizing Opportunities (00:24:29) Encouragement to shop owners to seize opportunities, think creatively, and take advantage of moments for business growth.
  • Solving Real Problems (00:25:44) Emphasizing the role of marketing in solving real challenges for small businesses and making their lives better.
  • Involvement in the Community (00:27:31) Discussion on the importance of being involved in the community and creating a sense of belonging, impacting marketing positively.
  • Connecting with Customers (00:28:36) Emphasizing the need to connect with customers in a meaningful way, beyond traditional loyalty programs, and the impact on advertising effectiveness.
  • Fundraising Logistics (00:29:46) Exploring the logistics of fundraising, including tools, graphics, and collaboration with marketing companies for seamless integration.
  • Using Rewards for Community Programs (00:36:29) Discussion on customers choosing to use rewards for community programs, the intrinsic value, and setting up guardrails for giving.
  • Launching Shop Programs (00:41:39) The process of launching shop programs, integration with shop management systems, and activating accounts based on customer history.
  • Service Advisor's Role (00:45:37) Reference to a previous episode discussing the service advisor's role in customer retention and the impact of the 1-to-1 service advisor-technician ratio.
  • Joe's thoughtful gifting (00:46:31) Joe explains his thoughtful and considerate gifting strategies to connect with clients and nurture relationships.
  • Partners with systems and processes (00:47:22) Joe emphasizes the importance of having partners with efficient systems and processes to ease the burden on business owners.
  • Inexpensive customer gifts (00:48:37) Joe shares his inexpensive yet impactful gift ideas for customers, including hot chocolate mixers, cookies, and personalized items.
  • Quality over quantity (00:51:20) Joe discusses the significance of giving high-quality, thoughtful gifts over cheap trinkets and the impact it has on customers.
  • Building customer loyalty (00:53:17) Joe emphasizes the importance of little gestures and thoughtful gifts in building customer loyalty and creating a positive impact.
  • Conclusion and contact information (00:54:02) The hosts express gratitude to the guests and provide their contact information for listeners to get in touch.

 

How To Get In Touch

 

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - [email protected]

Lagniappe (Books, Links, Other Podcasts, etc)

Pit Crew Marketing

Schindler's Garage

Schindler's Garage - see loyalty program posts

Click to go to the Podcast on Remarkable Results Radio

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  • Have you checked out Joe's Latest 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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