THA 148: Generating Repeat Business

 David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois. David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service. In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David HERE. Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994 Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies. Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!! Listen to Kelli’s previous episodes HERE. Key Talking Points: Begin with the end in mind as you work to build your relationship with your customer Consider mystery shop your business We do ignore many of the things that are wrong with our business We can get dumb to our surroundings Offer customers a tour of your shop Involve them in new equipment Get them to meet your technicians. A bright spot for your technician Allow them to get a view of your clean and high-tech shop Define your customer life cycle Type of lead acquisition, cold lead, warm lead, referral Their experience, inspection processes, getting an estimate, selling work, receiving service Follow up (back-end) biggest opportunity if front end if set up correctly Your groundwork for future work is set with each experience they have with you It is not asking for additional work, it is about providing value to the customer and continuing to build a relationship in a natural process Use email, social media, texts, phone calls David strives for a weekly touch with his customer Consistent contact with your customer. They will receive you if you provide consistent value Customer should know this is a long term relationship It is too easy to send a mailer with a ‘let’s get acquainted’ email and your existing customers get the mailer. How do they feel?...