Customer-Centric Service Ideology [RR 968]

07/02/24 • 37 min

Thanks to our Partner, NAPA Auto Care "As shop owners and management, we want to be productive, we want to follow key metrics, we all need to be in business. We all got to meet our goals, our personal goals as shop owners and management. But at the end of the day, if you're not looking for moments of stress happening in your organization and what you can do from a resource point of view, that's what I see." Frank Leutz emphasizes a customer-centric approach, highlighting the value of simplicity, positive employee work culture, and community involvement. Frank Leutz, Desert Car Car, WrenchNationTV. Frank's previous episodes HERE Show Notes

Watch Full Video Episode
The Brakes for Breasts Initiative (00:00:15) An initiative by two shop owners to raise funds for a vaccine for triple negative breast cancer. https://brakesforbreasts.com
Early Days of Desert Car Care (00:01:49) Frank Leutz discusses the history and relocation of Desert Car Care in Cave Creek, Arizona.
Wrench Nation (00:02:49) Frank Leutz talks about the origins and evolution of Wrench Nation, an automotive lifestyle show.
Customer-Centric Service Ideology (00:04:21) Frank Leutz discusses the importance of focusing on making the customer the hero of the service experience.
Simplicity in Decision-Making (00:09:28) The significance of keeping business operations simple and the impact of simplicity on leadership and problem-solving.
Managing Cynicism in the Industry (00:15:35) Frank Leutz addresses the issue of cynicism in the automotive industry and the importance of coaching and therapy to overcome it.
The ideology of leaving a legacy (00:16:41) Discusses the importance of leaving a legacy within the industry and the impact of one's actions on future generations.
The importance of attitude and aptitude (00:19:39) Emphasizes the significance of attitude and aptitude in maintaining a healthy work-life balance and the impact on business and personal life.
The concept of "night school" and continuous learning (00:20:32) Discusses the idea of continuous learning, seeking training sessions, and the importance of personal and professional development.
Fostering a supportive and community-oriented workplace (00:22:02) Highlights the importance of creating a supportive and community-oriented workplace, including team-building activities and supporting employees in personal challenges.
Embracing a people-first approach (00:24:46) Stresses the importance of celebrating and supporting people within the organization, fostering a supportive and inclusive environment.
Community involvement and giving back (00:28:13) Emphasizes the role of auto shops in the community, giving back, and supporting local initiatives, such as free oil changes for school teachers.
The significance of networking and staying connected (00:31:39) Highlights the power of networking and staying connected with industry peers and mentors for personal and professional growth.
Mutual Appreciation (00:36:03) Frank and Carm express mutual admiration for each other's contributions to the industry.
Property Ownership (00:36:26) Frank shares his excitement about owning commercial real estate for his business, Desert Car Care.

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/ -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www...

Watch Full Video Episode
The Brakes for Breasts Initiative (00:00:15) An initiative by two shop owners to raise funds for a vaccine for triple negative breast cancer. https://brakesforbreasts.com
Early Days of Desert Car Care (00:01:49) Frank Leutz discusses the history and relocation of Desert Car Care in Cave Creek, Arizona.
Wrench Nation (00:02:49) Frank Leutz talks about the origins and evolution of Wrench Nation, an automotive lifestyle show.
Customer-Centric Service Ideology (00:04:21) Frank Leutz discusses the importance of focusing on making the customer the hero of the service experience.
Simplicity in Decision-Making (00:09:28) The significance of keeping business operations simple and the impact of simplicity on leadership and problem-solving.
Managing Cynicism in the Industry (00:15:35) Frank Leutz addresses the issue of cynicism in the automotive industry and the importance of coaching and therapy to overcome it.
The ideology of leaving a legacy (00:16:41) Discusses the importance of leaving a legacy within the industry and the impact of one's actions on future generations.
The importance of attitude and aptitude (00:19:39) Emphasizes the significance of attitude and aptitude in maintaining a healthy work-life balance and the impact on business and personal life.
The concept of "night school" and continuous learning (00:20:32) Discusses the idea of continuous learning, seeking training sessions, and the importance of personal and professional development.
Fostering a supportive and community-oriented workplace (00:22:02) Highlights the importance of creating a supportive and community-oriented workplace, including team-building activities and supporting employees in personal challenges.
Embracing a people-first approach (00:24:46) Stresses the importance of celebrating and supporting people within the organization, fostering a supportive and inclusive environment.
Community involvement and giving back (00:28:13) Emphasizes the role of auto shops in the community, giving back, and supporting local initiatives, such as free oil changes for school teachers.
The significance of networking and staying connected (00:31:39) Highlights the power of networking and staying connected with industry peers and mentors for personal and professional growth.
Mutual Appreciation (00:36:03) Frank and Carm express mutual admiration for each other's contributions to the industry.
Property Ownership (00:36:26) Frank shares his excitement about owning commercial real estate for his business, Desert Car Care.

Previous Episode

Monday with Chris & Murray! Mindset Matters [E171] - Chris Cotton Weekly Blitz

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.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In episode 171 of the podcast, Chris Cotton from Auto Fix Auto Shop Coaching introduces Murray Voth from RPM Training. They discuss the importance of using the term "service rate" instead of "labor rate" to enhance customer perception. Murray emphasizes the need for a business mindset among shop owners, highlighting the potential for profitability and the importance of accurate financial statements.

They also address challenges like tax issues and the psychological aspects of investing. The episode concludes with a discussion on coaching approaches, financial management, and a mutual appreciation for their collaborative efforts in the automotive industry.

Introduction and Overview (00:00:01) Introduction to the podcast episode and the speakers, Chris Cotton and Murray Voth.
Marketing Strategies (00:01:06) Discussion on tailored marketing solutions and how to elevate the brand to attract new customers.
Change from Labor Rate to Service Rate (00:02:09) Murray Voth introduces the concept of changing from labor rate to service rate and its impact on customer perception.
Consumer Inquiries and Response (00:05:28) Guidance on responding to consumer inquiries about labor rate and the use of "service rate" or "facility service rate."
Mindset of Shop Owners (00:09:46) Exploration of the mindset of shop owners and the need for a shift from a technician's identity to a business owner's mindset.
Business Investment and Real Estate (00:14:11) Discussion on the interest of investors in auto repair businesses and the value of real estate associated with the shops.
Commitment and Mindset Shift (00:16:07) Exploration of the commitment versus interest in coaching and the importance of mindset shift for shop owners.
Analogies and Shop Improvement (00:17:23) The use of analogies to help shop owners understand their businesses as "fixer-uppers" and the need for a different perspective.
Emotional and Psychological Baggage (00:19:19) Acknowledgment of emotional and psychological factors that influence business decisions and ownership.
Investing and Self-Made Millionaires (00:19:57) Discussion on the cost of investing in the stock market and the myth of self-made millionaires.
Tax Problems and Profit First (00:20:57) Conversation about tax issues, creating a holding company, and utilizing the profit-first approach.
Struggling Shop Owners and Industry Help (00:21:37) Concern for struggling shop owners post-COVID and the increase in sales among clients.
Mindset Shift and Attracting Clients (00:23:04) The impact of mindset on attracting clients, differentiation between blue-collar and frugal mindsets.
Pathologically Frugal Shop Owners (00:24:10) Discussion on the impact of a frugal mindset on equipment, marketing, and attracting similar clients.
Corporate Profit and Small Business Mindset (00:27:23) Exploration of the fear of profit in small business and the historical context of corporate profit abuses.
Investment Return and Business Value (00:33:08) Understanding the return on investment in business and the value accumulation over time.
Accounting and Business Evaluation (00:37:29) The importance of accounting in understanding business value and preparing for a business sale.
Income Statement and Account Catch-Up (00:39:30) Discussion on the importance of catching up with income statements and accountants for business growth.
Financial Alignment for Business Growth (00:40:23) Importance of having financial alignment for business growth and the relief it brings.
Vendor Management and Business Relationships (00:41:10) Emphasizing the importance of managing vendors and maintaining business relationships.
Training Products and Mastermind Groups (00:42:11) Overview of training products, mastermind groups, and business courses offered by RPM Training.
Expanded Services and Support Network (00:43:10) Description of additional services, support network, and special guests offered by RPM Training.
Collaboration and Industry Support (00:44:07) Discussion on mutual support and collaboration in helping the automotive industry.
Potential Future Collaboration (00:44:16) Exploring the idea of potential future collaboration and creating a new show.
Outro and Sponsor Acknowle...

Next Episode

Part 3 - Customer Retention Series - Loyalty Programs [E107] - The Auto Repair Marketing Podcast

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.

Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more

about RepairPal at https://repairpal.com/shops

Lagniappe (Books, Links, Other Podcasts, etc)

Pit Crew Marketing

Schindler's Garage

Schindler's Garage - see loyalty program posts

How To Get In Touch With The Guest

Jeff Rudnick: https://www.linkedin.com/in/jeff-rudnick-aa611831/

Joe Schindler : https://www.facebook.com/schindlersgarage

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)...

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