Welcome to another episode of the Auto Repair Marketing Podcast, hosted by Brian and Kim Walker!

Today, we have a very special guest, Michael Doherty, who was our exceptional service advisor at Peak Automotive in Apex, North Carolina.

Michael has been a pivotal figure in our journey, and we are thrilled to share his insights on customer loyalty and retention. He’ll discuss his unique approach to building lasting client relationships and the importance of genuine care and transparency.

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)

WorldPac - https://www.wtitraining.com/

Worldpac STX - https://automotivetrainingevents.com/event/stx/

Traver Technologies: https://traverconnect.com/

ShopWare - https://shop-ware.com/

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 - podcast@shopmarketingpros.com

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

In this episode of the Auto Repair Marketing Podcast, hosts Brian and Kim Walker are joined by Rena Rennebohm to discuss the crucial role of service advisors in customer retention.

Part of a customer retention series, this conversation highlights the importance of tailored, one-on-one service advisor training.

Key topics include the shop owner's role in setting expectations, the benefits of a one-to-one advisor-to-technician ratio, and common mistakes in advisor interactions.

Rena emphasizes the need for clear communication, empathy, and consistent follow-up to build trust and enhance customer loyalty, ultimately driving better business outcomes.

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)

Empower Your Advisor: empoweryouradvisor.com

How To Get In Touch With the Guest

Rena Rennebohm AAM : https://www.linkedin.com/in/rena-rennebohm-aam-49aa1835/

Show Notes with Timestamps

The role of service advisors (00:00:10)

• Discussion on the importance of service advisors in customer retention and the start of the interview with Rena Greenbaum.

Rena's journey into service advisor training (00:01:10)

• Rena's transition from being a service advisor to becoming a trainer and her approach to one-on-one training.

The impact of shop owners' vision (00:04:53)

• The significance of communicating the shop's vision to service advisors and aligning it with customer expectations.

Building trust and communication (00:08:28)

• The role of service advisors in building trust through clear communication and setting expectations with customers.

Creating a raving fan experience (00:11:14)

• The importance of having a clear process and expectations for service advisors to create exceptional customer experiences.

The technician's happiness (00:15:33)

• The impact of a supportive service advisor on a technician's thoroughness and customer communication.

Creating a raving fan experience (00:16:42)

• The positive outcomes of taking time with customers and creating loyalty through thorough communication.

Advisors' extra level of communication (00:17:03)

• The importance of personalized communication and setting expectations with customers to build a positive experience.

RepairPal's mission (00:18:34)

• Promotion of RepairPal's mission to put trust back in auto repair and its benefits for shop owners.

Building trust through communication (00:19:43)

• The impact of spending time with customers and building trust through clear communication and thoroughness.

Understanding and confidence in car repair (00:21:28)

• The importance of explaining car repair in understandable terms and building confidence in customers.

Communication methods and customer loyalty (00:22:22)

• The impact of communication methods on customer loyalty and the value of phone calls in building relationships.

Coaching for shop owners (00:23:21)

• The role of...