#63 Goals Check In and Customer Service

Episode 63 – Goal Check-In & Customer Service This episode is a mix of reflection, reality, and philosophy. Gene checks in at the end of Q1 2026 and challenges listeners to revisit their goals—not just set them and forget them. With unexpected changes in the business (including losing a technician), priorities shift and require realignment. The episode then transitions into a real-world customer service experience that went wrong—and what it reveals about how businesses should handle problems. ⏱️ Key Topics 🧭 Q1 Goal Check-In 25% of the year is already gone Why goals should be flexible Adapting to unexpected changes in business Transitioning back into a full-time technician role Continuing to build education revenue alongside repair work 🔄 Adjusting the Plan Hiring strategy: bringing in younger, hungry techs Rebuilding an apprenticeship model Replacing repair income with education income over time 📞 Customer Service Breakdown (AT&T Experience) Failed activation and lack of solutions Poor communication and upselling at the wrong time Frustration caused by lack of ownership Key takeaway: Customer service matters most when things go wrong—not when they go right 🛠️ Dent Repair Now Customer Service Philosophy Core Principles: Lead with kindness and empathy Diffuse tension instead of escalating it Solve problems quickly 💡 The “Make It Right” Approach Refunds when customers aren’t satisfied Fix mistakes without hesitation Play the long game over short-term profit “If you’re not happy, I don’t want your money.” 💰 The $200 Rule If a problem can be solved for under $200—just fix it Don’t escalate small issues into big ones 👥 Training Your Team Employees must know what they’re allowed to do Empower them to solve problems on the spot Avoid arguments over small issues 🚗 Customer Experience Details Clean shop and waiting area Protecting vehicles during repairs Washing and detailing cars before delivery Creating a “wow” factor on pickup 📣 Community & Shoutouts Thad (Dent Proof) for sending stickers and support Encouragement to follow and engage with other techs 📅 What’s Next Q2 check-in coming at the end of June Advanced Glue Pull Training at Anson (May 1st)