Explore the concept of “active delivery” in automotive customer service, an intentional and consistent approach to communication that spans the entire customer journey, from the initial contact to the final vehicle handoff. The discussion highlights how thoughtful interactions can create a powerful and lasting impression, especially in the closing moments.

Discover how clear communication, genuine rapport-building, and proactive expectation setting help cultivate trust and long-term loyalty. More than just completing a transaction, active delivery is positioned as a key driver of customer satisfaction, repeat business, and word-of-mouth referrals, making it essential for shops focused on sustainable success.

Carlo Sabucco, Sil’s Complete Auto Care Centre, Ontario, Carlo’s previous episodes HERE.

Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE

Show Notes:

• Watch Full Video Episode
• Introduction (00:00:00)
• The Importance of Active Delivery (00:02:31)
• Setting Relationship Expectations from the Start (00:04:10)
• Systematizing Customer Interactions (00:07:14)
• Building Rapport and Mirroring Customers (00:09:18)
• Consistency Across All Touchpoints (00:12:47)
• Managing Digital and In-Person Experiences (00:22:34)
• Using Tools to Support Consistency (00:25:25)
• Adding Human Touch to Digital Interactions (00:26:58)
• Explaining Value and Quality Control (00:28:07)
• Never End on the Dollar Amount (00:32:23)
• Training New Staff in Active Delivery (00:33:29)
• Evaluating and Developing Staff (00:35:05)
• Differentiating Your Shop & Consistent Messaging (00:36:50)
• Love, Grace, and Emotional...

Thanks to our partner Promotive

In this final episode of our Benchmark Report series, Hunt Demarest, CPA with Paar Melis and Associates, uncovers what truly separates the top shops from the rest—productivity, profit margins, and owner involvement.

Key takeaways:

• Top-performing shops average 55%+ productivity, while bottom-tier shops hover around 41%.
• That 15-point gap translates to $13,000 more sales per technician and $12,000 more sales per bay monthly.
• Top shops also average $800 per repair order, compared to $575 for the bottom tier.
• Their labor gross profit margin is roughly 70% vs. 50% for lower performers.
• Productivity isn’t just tech speed—it’s team, processes, bay usage, and daily consistency.
• Download your free 2024 Automotive Industry Benchmark Report: https://info.paarmelis.com/2024-automotive-industry-benchmark-report
• 2025 Benchmark Report Part 1: Biggest Changes, Key KPI's and Trends [E175]: https://huntdemarest.captivate.fm/episode/2025-benchmark-report-biggest-changes-key-kpis-and-trends-e175
• 2025 Benchmark Report Part 2 [E176]: https://huntdemarest.captivate.fm/episode/2025-benchmark-part-2-e176

Thanks to our partner Promotive

It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.

Paar Melis and Associates – Accountants Specializing in Automotive Repair

Visit us Online: www.paarmelis.com

Email Hunt: podcast@paarmelis.com

Text Paar Melis @ 301-307-5413

Download a Copy of My Books Here:

• Wrenches to Write-Offs
• Your Perfect Shop

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

Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest