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...

In this episode, Brian and Kim kick off a series on retention marketing, focusing on how auto repair shops can utilize Customer Relationship Management (CRM) systems to enhance customer loyalty and communication.

They are joined by Greg Rainville from Steer and Chris Enright from Enright Automotive, who share their expertise and experiences.

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)

https://www.pendo.io/

https://steercrm.com/

How To Get In Touch With The Guest

Greg Rainville : https://www.linkedin.com/in/grainville/

Chris Enright : https://www.linkedin.com/in/chris-enright-4674302ab/

Show Notes with Timestamps

The introduction (00:00:01)

• Introducing the topic of retention marketing and the guests for the episode.

Role of CRM in retention marketing (00:02:10)

• Exploring the role of CRM in retention marketing for auto repair shops and its unique aspects.

Implementing CRM in the business (00:04:04)

• Reasons for implementing a CRM in the business and the benefits of CRM in customer communication and appointment reminders.

Effectiveness of CRM in customer communication (00:05:50)

• Comparing traditional methods of customer communication with the capabilities of CRM and its effectiveness.

Key features of CRM (00:08:50)

• Discussion on the essential features of CRM, including filtering, appointment reminders, and Google reviews.

Impact of Google reviews and content (00:12:13)

• Exploring the impact of Google reviews on customer trust and the importance of customer content in reviews for driving more business.

The importance of digital processes (00:14:51)

• Discussion on the impact of digital processes on customer experience and expectations.

Challenges of traditional methods (00:15:21)

• Comparison of traditional handwritten methods with digital processes and the challenges faced by shops still using old methods.

Resistance to change (00:16:31)

• Observations of resistance to digital inspections and modern CRM systems among some shop owners.

Retention marketing (00:17:16)

• Importance of retention marketing and strategies to keep customers engaged and loyal.

Effectiveness of customer outreach (00:18:49)

• Discussion on the frequency and methods for reaching out to customers to maintain brand loyalty.

Benefits of RepairPal (00:20:52)

• Exploration of how RepairPal can introduce shops to new customers and build trust.

Personalized messaging impact (00:21:16)

• Impact of personalized messages and the importance of keeping customer communication personal and local.

Measuring CRM effectiveness (00:25:58)

• Methods and importance of measuring the effectiveness of CRM-driven marketing...

Want to create content that really connects with your audience? Learn how to identify what your customers need, personalize content from your shop, and tap into local community insights for better engagement.

We'll share practical tips on using Canva, planning your content calendar, and driving more traffic to your website. Plus, discover strategies to promote your brand, enhance your shop's culture, and create SEO-friendly content.

Don't miss out on this opportunity to transform your content strategy and see amazing results. Tune in now and start making content that truly connects!

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)

• They Ask You Answer - https://marcussheridan.com/they-ask-you-answer/

Show Notes with Timestamps

[00:00] Introduction and Sponsor

• Introduction to the episode
• Mention of RepairPal as the sponsor
• Overview of the topic: Creating great content for automotive repair shops

[02:00] Understanding Your Audience

• Importance of knowing your audience
• Focus on the needs and questions of the audience

[04:30] Sources of Content Ideas

• Using service advisors' and technicians' FAQs
• Recording questions for content ideas

[07:00] Book Recommendation: "They Ask You Answer"

• Mention of Marcus Sheridan’s book
• Benefits of reading the book for content ideas

[09:45] Types of Content

• Videos: Short and informative
• Blogs: Detailed written content
• Social Media Posts: Engaging with the audience

[13:30] Practical Tips for Content Creation

• Using Canva for creating graphics
• Planning content in advance
• Regular features like "Tech Talk Tuesdays"

[17:00] Community Involvement

• Sharing content from local clubs, chambers of commerce, or community groups
• Highlighting customer reviews

[19:45] Company Culture and Team Achievements

• Importance of showcasing company culture
• Highlighting team achievements and events

[23:00] Engaging with the Community

• Joining the Auto Repair Marketing Mastermind Facebook group
• Sharing ideas and successes within the community

[26:00] Conclusion

• Invitation to email feedback and content ideas
• Mention of other shows on the Aftermarket Radio Network
• Encouragement to tune in next week

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

When looking to enhance your auto repair shop's visibility, promotional products can make a significant impact.

In this episode, host Kim Walker welcomes Megan Romano, owner of Romano Promo. Megan shares her journey into the promotional products industry and underscores the importance of having a strategic plan for their use.

She also highlights the benefits of working with local distributors for personalized service, the significance of diverse apparel options for team members, and the value of unique, high-quality promotional items.

Join us as we explore how these strategies can elevate your business and strengthen community ties.

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)

1. Romano Promo’s website
2. Romano Promo's Automotive Shop - just for shops!

How To Get In Touch With The Guest

Megan Romano - https://www.linkedin.com/in/megan-romano-5a110228b/

Contact info: https://romanopromo.com/contact-us

Show Notes with Timestamps

• Introduction (00:00:11) Introducing the podcast and the topic of promotional products.
• Meeting at the Chamber (00:01:18) Discussion about meeting at the Chamber of Commerce and the importance of community involvement.
• Locally Owned Tangy Project (00:03:42) Discussion about the locally owned Tangy project during the COVID-19 pandemic and its impact.
• Megan's Background (00:08:50) Megan's background and how she got into promotional products.
• Promotional Products for Auto Repair Shops (00:15:51) Tips for independent automotive repair shops on using promotional products effectively.
• The importance of planning and knowing your audience (00:16:55) Emphasizing the need for planning, understanding the audience, and avoiding rushed decisions in marketing.
• Promoting trust in auto repair (00:17:45) Acknowledging RepairPal's mission to build trust in auto repair and the benefits of being part of their trusted network.
• Understanding the audience in marketing (00:18:45) Highlighting the significance of knowing the target audience, particularly focusing on female customers in the automotive repair industry.
• Quality over quantity in promotional products (00:20:32) Stressing the importance of investing in high-quality promotional products that reflect well on the brand, rather than opting for mass quantities of cheap items.
• Connecting emotionally through promotional products (00:27:36) Exploring the emotional impact of promotional products on both the shop owner's pride and the end user's connection and happiness.
• Benefits of using a local promotional product distributor (00:29:38) Explaining the advantages of working with a local distributor, including personalized service, expertise in product selection, and the ease of the process.
• Local promotional products (00:33:16) Discussing the benefits of working with local businesses and how to find them through the chamber of...

When choosing a marketing company to market your auto repair shop you may find yourself deciding between a local marketer in your hometown or an auto repair marketing specialist whose office is halfway across the country.

Which one should you choose? There’s no wrong answer. But as agency owners who used to be local generalist marketers and now specialize, we know both sides of the coin. Today we’re going to give you an unbiased look at what factors you should be using in the decision-making process.

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)

They Ask, You Answer - https://marcussheridan.com/they-ask-you-answer/

Show Notes with Timestamps

• Meeting face to face and building relationships (00:12:20) The importance of in-person meetings and building strong relationships with the marketing company.
• Pandemic's impact on remote meetings (00:13:15) The shift to remote meetings due to the pandemic and the realization that effective communication can still be achieved from afar.
• Benefits of in-person interaction (00:14:21) The advantages of in-person meetings, including the ability to connect on a personal level and fully understand the products or services offered.
• Meeting Preferences (00:14:26) Discussion on the shift from in-person to virtual meetings and the impact on relationships.
• Industry Knowledge (00:19:30) The importance of understanding industry-specific acronyms, terminology, and business practices for effective marketing.
• Local Knowledge (00:25:54) The significance of understanding local events, culture, and geographic factors for targeted marketing strategies.
• Specialist vs. Generalist Agency (00:25:45) Comparison between the expertise of a specialist agency and the adaptability of a generalist agency in marketing.
• Local vs Specialist Agencies (00:29:23) Discussion about the advantages of local agencies and specialist agencies in terms of knowledge and time investment.
• Overall Results (00:30:09) Comparison of overall results between generalist agencies and specialist agencies, focusing on the knowledge and experience in a specific industry.
• Case Studies (00:31:48) Case studies and examples of how local knowledge and specialty agencies can impact marketing results, with specific examples from the automotive and HVAC industries.
• Facebook Group Invitation (00:41:10) Invitation to join the Auto Repair Marketing Mastermind Facebook group, emphasizing its active and informative nature.

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 -

When it comes to marketing there’s an order to things. You want to build on a solid foundation. You shouldn’t just focus on the marketing tactics you are most interested in, but rather what is most important to the business’ survival first, then long-term growth, and then thriving as an empire.

It’s not so different from the basic needs of a human, and that’s the comparison we’re making today. So listen in to hear an interesting take on how you can use Maslow’s Hierarchy of Needs to determine what you should be doing in your marketing based on the current position of your business.

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)

Blog: Walker’s Hierarchy or Marketing Needs

Show Notes with Timestamps

• Walker's Hierarchy of Marketing Needs (00:00:10) Brian introduces the topic and mentions the episode's main focus.
• Introduction to Maslow's Hierarchy of Needs (00:00:52) Kim expresses skepticism about relating Maslow's hierarchy to marketing.
• Matt Fangio's Influence (00:02:30) Brian credits Matt Fangio for the idea and discusses his intelligence.
• Understanding Maslow's Hierarchy (00:03:40) Kim expresses initial skepticism, and Brian explains the need for thorough research.
• Value of Maslow's Hierarchy in Marketing (00:06:21) Brian realizes the practical value of Maslow's hierarchy for evaluating marketing strategies.
• Comparison of Basic Business Needs to Maslow's Hierarchy (00:09:27) Brian compares basic business needs to Maslow's hierarchy of needs.
• Importance of Google Business Profile (00:11:59) Brian emphasizes the importance of a Google Business Profile for any business.
• Website as Marketing Hub (00:13:11) Brian discusses the significance of a website as the central hub for marketing efforts.
• Building Your Brand (00:15:04) Discusses the importance of building an email and texting list, creating a separate podcast, and the significance of having a website.
• DIY Website Building (00:16:00) Emphasizes the option to build a website using platforms like Wix or Squarespace, and the importance of eventually investing in a professional website.
• Social Media Pages (00:16:33) Discusses the importance of creating and regularly posting on social media pages, and the role they play in building trust and familiarity with potential customers.
• Safety and Security (00:18:53) Relates Maslow's theory of personal security to the importance of reputation in business, and introduces the topics of reviews, content marketing, and search engine optimization.
• Reputation and Reviews (00:20:25) Discusses the significance of good reviews in establishing trust and reputation, and the role of CRM systems in managing reviews.
• Content Marketing (00:23:36) Emphasizes the importance of businesses being media companies first and creating content to establish trust and thought leadership.
• Search Engine Optimization (00:27:00) Explains the importance of being found online through SEO and Google Ads, and how these strategies contribute to driving business to the shop.
• Issues with Marketing (00:29:17) Discussion about not being overwhelmed by marketing tasks and taking it step by step.
• Importance of Networking (00:30:03)...