Episode 163 - Balancing Business Ownership and Technology in the Auto Industry With Gregg Rainville and James Harris of Steer CRM

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In this episode of the Changing The Industry Podcast, hosts Lucas Underwood and David Roman welcome guest Greg Rainville and James Harris of Steer CRM. Greg discusses his company's transformation from a Tripadvisor-like directory into 'Steer CRM,' detailing their focus on text and email communication for shop owners. Additionally, the group tackles repair shops' challenges, including the dangers of undercutting prices and the repercussions of operating without proper insurance and amenities. Throughout the conversation, Lucas and David also reflect on their preferences for shop management, revealing their frustrations with using multiple communication platforms.

00:00 Dinner conversation leads to a missed meeting in Chicago.
08:19 Mike Allen's car game leads to trouble.
14:06 Conflict over territory leads to strategic partnership.
16:09 Need for vetting process for technicians.
25:33 A/B testing for review engagement showed success.
30:18 Adding new features based on customer feedback.
35:41 Generational shift: preference for texting over calling.
39:28 Undervalued repairs and price differences in shops.
44:28 No issues with backyard mechanic, affordable services.
48:49 Knowledge and information are necessary to minimize liability.
53:30 Evaluate, step back, minimize overexposure, reconsider.
01:02:34 A New podcast studio is being built upstairs. Avoid distractions.
01:03:47 Client communication: honesty, setting realistic expectations, adaptability.