Chris Cotton Weekly Blitz

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In this podcast episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching addresses the negative impact of pride in the auto repair industry. He offers strategies for shop owners to overcome pride, such as staying open to learning, seeking feedback, and embracing change. Cotton stresses the importance of building a strong team, networking, and setting realistic goals. He advocates for a balance between pride in one's work and humility, underlining its significance for business success, personal well-being, and family relationships. Shop Marketing Pros is also featured, promoting their marketing solutions for auto repair businesses.

• The Introduction (00:00:00) Introduction to the podcast episode and a brief overview of what to expect.
• The Impact of Pride on Auto Repair Business (00:01:43) Discussion on the detrimental effects of pride on business decisions in the auto repair industry.
• Manifestations of Pride in Business (00:02:53) Eight ways pride can manifest and cause problems in auto repair business, including resisting change, ignoring feedback, and refusing help.
• Strategies to Overcome Pride (00:09:51) Strategies to keep pride in check, such as staying open to learning, seeking feedback, and hiring a coach or consultant.
• Conclusion and Sponsor Acknowledgment (00:13:19) Closing remarks, encouragement for growth, and acknowledgment of the sponsor, Shop Marketing Pros.

Connect with Chris:

[email protected]

Phone: 940.400.1008

www.autoshopcoaching.com

Facebook: https://www.facebook.com/

AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae

#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In this podcast episode, Chris Cotton from Auto Fix Auto Shop Coaching shares his expertise on team development within the auto repair industry. He advises against being the best person on your team, as it can hinder growth and lead to burnout. Instead, he offers strategies for building a capable team, such as hiring top talent, training, delegating, and fostering leadership. Chris emphasizes the benefits of collaboration, clear expectations, feedback, and a positive work environment. He also discusses transitioning to a team-focused approach and succession planning. The episode wraps up with Chris offering personalized advice and thanking the audience and sponsor, Shop Marketing Pros.

• The importance of not being the best person on your team (00:01:15) Chris discusses the negative impact of being the best person on your team and its limitations on business growth.
• The drawbacks of being the best person on your team (00:02:25) Chris outlines the negative consequences of being the best person on your team, including burnout, dependency, and stifled innovation.
• Building a stronger team (00:06:05) Chris provides practical tips for building a stronger team, including hiring the best, investing in training, and fostering leadership.
• Transitioning from being the best to building the best team (00:09:41)
• Chris offers steps to transition from being the best person on your team to building the best team, emphasizing the need for assessment, training, and succession planning.

Connect with Chris:

[email protected]

Phone: 940.400.1008

www.autoshopcoaching.com

Facebook: https://www.facebook.com/

AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae

#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In this podcast episode, Chris Cotton, an auto repair business coach, emphasizes the significance of building relationships with stakeholders in the auto repair industry. His spouse, Kimberly, is highlighted as a key stakeholder, illustrating the personal connections involved in the business. The episode also features a mention of Brian and Kim from Shop Marketing Pros, acknowledging their sponsorship and likely contribution to the industry through marketing expertise.

• The importance of connecting with stakeholders (00:01:18) Discussing the crucial aspect of connecting with stakeholders in an auto repair business, including defining stakeholders and the reasons for engaging with them.
• Benefits of holding meetings outside the shop (00:03:47) Exploring the advantages of conducting stakeholder meetings outside the auto repair shop, such as minimizing distractions, creating a neutral ground, and sparking creativity.
• Ideal locations for stakeholder meetings (00:04:57) Suggesting various locations for holding stakeholder meetings, including coffee shops, conference room rentals, restaurants, and co-working spaces.
• Structuring effective stakeholder meetings (00:06:54) Outlining the importance of having a clear structure and agenda for stakeholder meetings, including setting objectives, prioritizing topics, and assigning time slots.
• The impact of regular stakeholder meetings on business success (00:10:15) Highlighting the significance of holding regular stakeholder meetings based on research findings, such as achieving business goals and improving satisfaction and performance levels.

Connect with Chris:

[email protected]

Phone: 940.400.1008

www.autoshopcoaching.com

Facebook: https://www.facebook.com/

AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae

#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In this podcast episode, Chris Cotton from Auto Fix Auto Shop Coaching underscores the significance of professional attire in the auto repair industry. He connects dressing well with increased confidence, employee morale, and customer trust. Cotton shares personal anecdotes and cites studies on "enclothed cognition," reinforcing the idea that appearance can influence performance. He offers practical advice for shop owners to elevate their business's professionalism through attire, leadership, and delegation. Cotton concludes by advocating for a standard of respect and dedication in the industry, supported by the episode's sponsor, Shop Marketing Pros.

The importance of dressing professionally (00:01:15) Chris discusses the impact of dressing professionally on business perception, employee morale, and customer confidence.

The psychological impact of dressing well (00:03:22) Chris explores the psychological connection between dressing well and feeling better, projecting confidence, and improving performance.

Supporting data on the importance of dressing well (00:05:33) Chris presents data on perception and trust, employee morale, and customer confidence related to professional appearance.

Setting a new standard (00:06:45) Chris provides practical tips for setting a standard of professionalism, including investing in quality uniforms and leading by example.

The role of the owner in dressing professionally (00:07:49) Chris emphasizes the role of the owner in creating a culture of professionalism and setting boundaries through professional attire.

The pledge to elevate industry standards (00:11:15) Chris encourages listeners to join him in pledging to dress professionally, reflecting respect for themselves, employees, and customers.

Connect with Chris:

[email protected]

Phone: 940.400.1008

www.autoshopcoaching.com

Facebook: https://www.facebook.com/

AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae

#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In this episode of "The Weekly Blitz," Coach Chris Cotton explores Ray Lewis's "Pissed Off for Greatness" speech, applying its principles to auto repair business growth. He dissects the speech's themes of urgency, sacrifice, and excellence, urging listeners to pinpoint their motivation and seriously pursue their objectives. Cotton stresses the necessity of focus, consistency, and self-belief for true greatness, inspiring his audience to reject mediocrity and strive for their best.

Introduction (00:00:01) Coach Chris Cotton introduces the podcast, emphasizing industry expertise and business innovation.

Chasing Greatness (00:01:07) Coach Chris Cotton discusses the importance of chasing greatness and introduces Ray Lewis's speech "Pissed Off for Greatness."

Key Takeaways from Ray Lewis's Speech (00:02:18) Coach Chris Cotton highlights key takeaways from Ray Lewis's speech, including urgency, sacrifice, and rejecting mediocrity.

Defining Football and Rejecting Mediocrity (00:03:27) Coach Chris Cotton shares a personal anecdote related to rejecting mediocrity and emphasizes the importance of not settling in life.

Pissed Off for Greatness Mindset (00:05:28) Coach Chris Cotton encourages listeners to embrace the "pissed off for greatness" mindset and take their goals seriously.

Intensity and Lasting Greatness (00:07:47) Coach Chris Cotton discusses how lasting greatness requires focus, consistency, and self-belief, beyond just anger and intensity.

Conclusion and Call to Action (00:08:48) Coach Chris Cotton concludes the episode, urging listeners to maintain a positive mindset and stay "pissed off for greatness."

Connect with Chris:

[email protected]

Phone: 940.400.1008

www.autoshopcoaching.com

Facebook: https://www.facebook.com/

AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae

#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In this podcast episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching hosts a conversation with Coach Al and Kevin, a service manager, about the importance of team culture in an auto repair shop. They share their experiences with team-building activities like axe throwing, camping trips, and Christmas parties, emphasizing how these events enhance employee relationships and work dynamics. The discussion also covers their thoughtful approach to hiring and the necessity of appreciating staff. Coach Chris admires their methods and reflects on the value of investing in employees, while Coach Al highlights the inclusion of these practices in their hiring process to attract and retain a committed workforce.

Culture and team building exercises (00:01:00) Discussion about the importance of culture and team building exercises in the auto repair shop industry.

Creating a positive culture (00:02:50) Description of the strong chemistry and positive culture in the shop, emphasizing the importance of mutual support and camaraderie among the employees.

Hiring process and culture fit (00:03:54) Insights into the hiring process, including assessing candidates for their skills and cultural fit through interviews and observations.

Annual Christmas party and other events (00:06:02) Details about the annual Christmas party and other team-building events organized throughout the year, such as axe throwing and other outings.

Christmas party preparations and employee appreciation (00:08:00) Discussion about the process of selecting personalized gifts for employees, the budgeting for the party, and the significance of showing employee appreciation.

Appreciating employees through events (00:11:15) Explanation of the financial investment in employee appreciation events, such as the Christmas party, as a reflection of the shop's commitment to valuing and retaining great employees.

Camping trip tradition (00:16:24) Origins and evolution of the annual camping trip, including the planning process, activities, and the inclusive nature of the event for employees and their families.

Inclusive camping trip and its cost (00:19:07) Inclusion of employees' families in the camping trip and an overview of the costs associated with organizing the event.

Maintaining order during the camping trip (00:20:32) Anecdote about managing noise levels and potential disruptions during the camping trip, highlighting the challenges of organizing a large group event in a campground setting.

Camping Trip Planning (00:21:57) Discussion on the timing and survey process for the annual camping trip organized for employees.

Employee Bonding (00:23:50) Kevin emphasizes the positive impact of team-building events on employee relationships and work dynamics.

Investing in Employees (00:25:27) The importance of investing in employees and showing appreciation for their efforts is highlighted.

Recruitment Strategy (00:26:05) Incorporating team-building events into recruitment discussions to emphasize employee appreciation and engagement.

Connect with Chris:

[email protected]

Phone: 940.400.1008

www.autoshopcoaching.com

Facebook: https://www.facebook.com/

AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae

#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In this podcast episode, Chris Cotton from Auto Fix Auto Shop Coaching addresses the negative impact of phone trees on customer service in auto repair shops. He emphasizes the importance of the human touch and shares his frustration with complex phone systems that deter customers. Chris offers practical advice for revamping phone systems, such as auditing current setups, matching staffing to call volume, and soliciting customer feedback. He advocates for a balance between technology and personal interaction, stressing that each call is an opportunity to showcase excellent service and stand out from competitors. Chris concludes by inviting listeners to contribute to the conversation on maintaining a personal touch in customer service.

• The importance of human touch in customer service (00:01:05) Chris discusses the negative impact of phone trees on customer service and the need for a human touch.
• The drawbacks of using phone trees (00:02:07) Chris explains how phone trees can frustrate customers and lead to missed opportunities.
• The value of personal interaction in customer service (00:05:21) Chris emphasizes the importance of human connection and empathy in the customer service experience.
• Balancing automation and human interaction (00:07:31) Chris discusses the need to strike a balance between technology and human interaction in the auto repair business.
• Practical tips for revamping phone systems (00:09:33) Chris provides practical suggestions for improving phone systems to better serve customers and enhance the overall customer service experience.

Connect with Chris:

[email protected]

Phone: 940.400.1008

www.autoshopcoaching.com

Facebook: https://www.facebook.com/

AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae

#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In this podcast episode, Chris Cotton, an auto repair business coach, talks with Mark, owner of an independent European auto repair shop in Rochester, New York, that also does sales and bodywork. They discuss Mark's family history, including his father's move from Germany to the U.S. and his transition from diamond cutting to car sales. Mark recounts his own path in the family business, from washing cars to his current role, and the lessons learned along the way. They also delve into succession planning, with Mark's son Hunter potentially taking over in the future. Mark highlights the benefits of working with Chris implementation of a new service management system, and the positive changes in business performance and staff engagement. The episode touches on the importance of regular staff meetings, understanding daily business metrics, and the joy of family involvement in the business. It concludes with personal anecdotes about family meals and the cultural heritage that enriches their lives.

• The background of Mark's family (00:00:05) Mark talks about his father's journey from Germany to the United States and their family background.
• Mark's family's journey in the auto repair business (00:02:05) Mark shares the story of his family's involvement in the auto repair business, including their transition from sales to service.
• Mark's father's journey in the auto industry (00:04:08) Mark details his father's experiences in the car industry, from working at a BMW dealership to starting his own car sales business.
• Mark's connection to European cars (00:10:52) Mark discusses his family's deep connection to European cars, particularly Audi, BMW, Mercedes, and Volkswagen.
• Mark's journey in the auto repair business (00:14:48) Mark reflects on his journey in the auto repair business, from washing cars to becoming a service advisor and learning to buy cars at auctions.
• Car Sales and Sunroof Surprise (00:19:22) Mark recalls a car sales experience and his father's tough love and succession plan.
• Auto Auction and Nostalgia (00:21:29) Chris shares his experience working at an auto auction, and both speakers reminisce about the excitement of auctions.
• Transition and Succession Plan (00:23:16) Mark discusses his role in the business and the prolonged transition plan from his father.
• Family Involvement and Future Plans (00:25:43) Mark talks about family members' roles in the business and his son's potential as a service manager.
• Succession Planning and Family Dynamics (00:29:31) Mark emphasizes the importance of communication and close relationships in succession planning.
• Future of the Business and Retirement (00:34:14) Mark discusses his long-term plans for the business and his reluctance to fully retire.
• Family Living Arrangements (00:36:40) Mark shares that his mother still lives in the family home, and he and his wife live next door.
• Each timestamp is followed by a short description of the topics covered in the corresponding segment of the podcast episode.
• Family and Business History (00:37:29) Discussion about family's daily routine and plans for creating a slideshow of old pictures for the website.
• Transition to New Location and Succession Plan (00:38:19) Mark mentions the upcoming 40th anniversary at the new location and transitions to discussing their decision to change service management systems.
• Transition to Auto Leap Service Management System (00:39:13) Mark's decision to switch to Auto Leap, initial challenges, and his encounter with Chris Cotton's podcast.
• Initial Meeting and Decision to Work with Chris (00:43:40) Mark's initial meeting with Chris at a convention, initial reluctance to work with a coach, and the decision to start working with Chris.
• Impact of Coaching on Business (00:45:48) Positive impact of coaching on business performance, particularly in December and January, and how it has improved their outlook for the year.
• Benefits of Coaching and 20 Groups (00:50:40) Discussion about the value of coaching, 20 groups, and the supportive industry landscape in Rochester.
• Shop Renovation and Growth (00:54:30) Description of the shop's renovation and growth, including the increase in employees and the focus on cleanliness.
• Future Plans and Idea Sharing (00:55:20) The anticipation of a productive year with many ideas yet to be explored and nurtured during the coaching sessions.
• Accountability and Responsibility (00:55:34) Discussion on the importance of accountability and responsibility in business ownership.
• Meetings and Regimen (00:56:37) The significance of regular meetings and a structured approach to managing the business.
• Future Plans and Succession (00:58:36) Mark's future plans for the business, including the involvement of his son and the transition of responsibilities.
• Family Traditions and Gratitude (00:59:22) Mark's family traditions, including meals prepared by his mother, and expressions of gratitude.
• Closing Remarks and Sponsorship (01:01:00) The conclusion of the episode, including acknowledgments and sponsorship mentions.

Connect with Chris:

[email protected]

Phone: 940.400.1008

www.autoshopcoaching.com

Facebook: https://www.facebook.com/

AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae

#autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook #riseandgrind

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

In this podcast episode, Kimberly and Chris Cotton reflect on Kimberly's kidney donation to her brother. They delve into her recovery, the physical and emotional challenges she faced, and the importance of a compression belt post-surgery. Chris shares his concerns for Kimberly's well-being and discusses the adjustments her brother had to make due to the kidney size difference. They also cover her brother's recovery, the medical procedures he underwent, and the impact on his mental health. The episode concludes with a call to consider organ donation, and Chris thanks Kimberly for sharing her story, highlighting the significance of organ donor registration.

• Chris Cotton (00:00:09) - Are you ready to supercharge your auto repair business? This is coach Chris Cotton from Auto Fix Auto shop coaching. The weekly blitz is where industry expertise and business innovation collide. Revenue engines for the week ahead. Every episode has game changing insights, up to the minute industry updates and practical tips to shift your business into high gear. We're talking about stuff you didn't even know. You didn't know people. Make sure to check out one of the other great podcasts on the aftermarket radio network. Big shout out to our awesome sponsor shop Marketing pros. Top tier marketing for not just any audience, but the right audience. Shop marketing Pros connects your European or diesel repair shop with car enthusiasts who value expertise, the auto repair experience and a great relationship. Go pro with Shop marketing Pros your ticket to top tier results. Find out how they can feel your success at shop marketing pros.com/chris. So here we are. Kimberly, we're. This is episode 160, and the original cut we did was episode 150. So if you haven't gone back and listen and listen to that, you can,, if you want to catch up where we're at.

• Chris Cotton (00:01:16) - So we are titling this Loosely Catching Up with Kimberly or follow up, and this is the follow up episode to The Kidney Donation. So in the previous episode, we talked about everything that we did running up to it. We've had the,, actual donation and what are we, six weeks past now?
• Kimberly Cotton (00:01:41) - It'll be seven weeks on Thursday.
• Chris Cotton (00:01:43) - Seven weeks on Thursday. I don't even know where all the time went. I don't even know how 1010 episodes elapsed either. But,, but this is amazing. So. Even even people that talked to me last week still ask me this week how she's doing. So who better than than my lovely wife Kimberly, to come in here and talk a little bit, talk about the donation and,, and kind of catch us up. So,, how are you doing?
• Kimberly Cotton (00:02:14) - I'm doing physically. I'm doing really well. Mentally, I'm doing really well., but I have started to notice,, I do have limitations still., I want to get back.
• Kimberly Cotton (00:02:28) - I want to be like I was before surgery. I could just go and do anything at the gym I wanted to, and now I have to really be careful on how much weight I'm lifting. I have to be careful the classes I'm taking because I am still feeling throughout the day. In the morning I'm great. It's usually in the afternoon and it's my back and strangely enough, it just starts to ache. It doesn't really hurt, it just takes a little bit. And so I just have to remind myself, you're only, you know, six weeks out of surgery. You have to give yourself some grace., but I all of my incisions from the surgery are healing great., I haven't had any issues with that., a week and a half after the surgery, my doctor released me to get back to normal activities., he did say, you know, don't lift anything over £30 and, you know, don't do any kickboxing classes or, you know, classes like that., but he said, yes, you are looking great.
• Kimberly Cotton (00:03:35) - You just resume your normal activities.
• Chris Cotton (00:03:39) - And, and so that's where we're that's where we're at now. And I'm going to rewind here just a little bit and talk about, you know, kind of the run up to surgery and everything. But you know, I, I kind of knew this was how this was going to go because I know you, you're like, you like to push things and they are pretty much everything they've told us, like, okay, this is going to happen here. This is going to happen here., and they said, like, it's going to take six months for you to get back to quote unquote, normal. And I think you forget that sometimes that,,, they told you six months and you're like, I know you're superwoman, but sometimes, you know, you got to slow down.
• Kimberly Cotton (00:04:15) - I do forget that I've donate a kidney. I literally do forget., because physically you can't tell., it's all like, internal. And if you didn't know me, you wouldn't know that that's what happened.
• Kimberly Cotton (00:04:31) - , so yes, I do have a problem with containing myself, and I. I'm humbled. Just about every day my body says, okay, that's enough. Stop. So. Yes.
• Chris Cotton (00:04:43) - Well, and I will tell everybody that's listening. She's like swimming on Tuesdays. She's doing her kickboxing now., she rides her bicycle to the gym. So she's she's pretty much getting after it, maybe not quite as hard, but she's, she's, she's doing great. And and I love you so much for doing this for your brother. And I still think I'm amazed every day, but the fact that you could do it because I know I couldn't. There's no way. So. So last time we talked to people, we were kind of giving them the rundown of the way we thought things were going to happen. And so I kind of wanted to follow up on what actually happened,, like the run up to the surgery, if you can maybe just go back and tell us, like, like you and I drove to Tulsa, we got into the Airbnb and kind of just take it from there a little bit, and we'll just work forward from there.
• Kimberly Cotton (00:05:35) - So,, two days after we made it to Tulsa, we had a follow up., basically they wanted to retest everything. So,, my brother and I both at the same time, went to the hospital and we did,, an EKG. We had blood tests., we did all kinds of different stuff., at that time, they gave me information that I was going to need for the surgery. Now, knowing that. I may not still be a match. Something else could have gone wrong between that appointment and the donation, which was a week away. So even though we are doing this and they're giving me all instructions for the surgery, it's still not a guarantee. And so we had to keep thinking about that., so we had the appointment pretty much all day, you know, met with, the nephrologist again and the, the kidney center., again, they're saying, you know, you can still back out. This is still your choice., we won't tell your brother any, you know, just, you know, something else happened, and not that you would have pulled out.
• Kimberly Cotton (00:06:44) - And it never even crossed my mind to not go through with the donation. I mean, it just. It is what it is. I was going to do it no matter what., so then after that Wednesday,, it was pretty much just a waiting game until we heard from my kidney advocate., the next Tuesday. So we did all the testing on that Wednesday. Then we had to wait until the next Monday and I had to have a Covid test., and then after that, it was again, you were just waiting. And then Tuesday afternoon., they finally called and said, okay, all the cross matches are still good. Everybody's healthy. Covid was negative., so we're good to go. So even though we thought we were good to go and the surgery was scheduled, it's never really a done deal till the final. Okay. Everybody's good to go. So then it was just another, you know, let's see. That was Tuesday. So the rest of Tuesday, all day Wednesday I had to not eat or drink anything, but I couldn't eat anything on that Wednesday it was an all liquid diet.
• Kimberly Cotton (00:07:54) - And then after midnight on that night, I couldn't have anything to eat or drink,, through the surgery. So I'd been fasting. I've been doing some, some of that, so I was comfortable with that. It was still hard., I was still, you know, I still wanted to eat, but I made it just fine., but I was getting very antsy. I just I wanted to get it done. I everything was good. I'm like, why do we have to wait? But that's when we had it scheduled for that Thursday. So it was just a waiting game at that point., so I tried to get out and walk a couple times a day just to get, you know, fresh air,, get my mind off of it. Which helped., and then my mom and dad showed up that Wednesday evening as well. So that helped me take my mind off of it, too. So they come over,. And stayed for another week and a half after that, just to take care of me and make sure I was doing okay, and basically to say, hey, you don't need to be doing that.
• Kimberly Cotton (00:08:58) - But so anyway,, everything's good to go. We wake up at 4:00 on Thursday morning. My brother and sister in law actually come pick us up. So we don't have too many vehicles at the hospital and we make it to the hospital. We get all checked in., and then they called me back first, and. That was it. That was like, okay. That was the point where I was like, okay, this is real. And for me, until something happens, it's not really real. When they called me back, my brother gave me the biggest hug and said, I want to thank you so much for doing this for me. So he gave me the big hug. It was hard for him to let go, but he let go and they took me back to my room. And so.
• Chris Cotton (00:09:50) - So I'm going to I'm going to stop you for just a second right there. So if, if anybody out there is listening, never experience this., I knew where we were going and I'd seen the room before.
• Chris Cotton (00:10:03) - I really didn't know kind of my part in all this, which is not super important other than just support. But,, you know, in hindsight that day. No, I don't think they prepared us for that day or they didn't prepare me., because we walk in there and they're doing, I think, 96 surgeries that same day, everything from kidney transplants to heart transplants to there was a lady there that was there to get her,, leg amputated from diabetes,, pacemakers, everything. And all this is happening at once. Every person individually has their own team the, the, the donor, the recipient. And it was really, really something. It was interesting to watch. And again, like Kimberly said, we got there, you know, 430 in the morning and they were done with all the surgeries. By 530 that afternoon. They had like everybody off to recovery. The, the,, the rooms were empty, but basically we got like a little cubicle for the family to sit in, and they called us every hour,, to update us, the nurse did to let us know that we're okay and or that Kimberly's okay, not us.
• Chris Cotton (00:11:13) - Okay? We're just fine and kind of keep us apprised of all the situations that's going. So that's kind of what I was doing during the day sitting, waiting, managing family and things like that. So,, so, okay, so you saw your brother,, I think I was back there with you until somewhere around that point, and then the nurse finally says, well, okay, you can't back out at this point. We're a go. We're go for liftoff. So,, I give you a hug and a kiss. Take your glasses or put it in the bag and they wheel you out. So if you want to pick it back up from there, then then that would be great.
• Kimberly Cotton (00:11:49) - So,, right before she says, okay, we're good to go, the surgeon comes in, he's like, okay, there's you know, he marks the spot, literally marks the spot where, you know, things are going to happen. And so then the two little air ladies come in and they wheeled me down the hall.
• Kimberly Cotton (00:12:08) - We were supposed to have rooms right next to each other, but,, that didn't happen. So as they were wheeling me back to the E.R.,, or the E.R., the operating room,, I saw my. They'd paused at my brother's door, and that's when it got me. I had been fine. I hadn't cried or anything until that point, and I paused and I said, okay, I'll see you on the other side. And he said, thank you again, I love you. And I'm crying as she's willing me back. I'm fine. Nobody else is with me. It's just the poor ladies listening to me cry with me. Back to the operating room. But once I'm through the doors, it was. It happened so fast.. They killed me in. They got the table ready that I was going to be on. They scooted me over. They laid me on my side. They put the oxygen mask on me, and I didn't even count to ten. And I was out.
• Kimberly Cotton (00:13:14) - I don't remember anything after that. The only the next time I woke up was in the recovery, and I had lots of blankets on me because I think I was shivering because it was cold., and I just remember I had two nurses continuously checking on me. How are you doing? Do you need this? Do you need that? And the only thing I said was, is where's my husband? Can I see my husband? And so I think that's at the point. They went and got you and brought you back. The problem was, is I had to stay in recovery for quite some time. Our surgery was early and so it lasted, what, four hours, I think something like that.
• Chris Cotton (00:13:56) - Yeah. They, they told they pretty much told us this is a four hour surgery and, and we're going to have you because of the staging and everything. I guess they give you kind of like they give you like an hour headstart and then and then then they start start on, started on your brother and and then they've got your kidney, which they, the doctor said, hey, it looks pink.
• Chris Cotton (00:14:20) - It's great. We cleaned it up. And so basically they will you out to recovery and then and then clean up the kidney, get it put into your brother and and then he's off and going. But, yeah we had a trouble. We had trouble getting into the actual,, the room that we that not not not I guess ICU or recovery, but your actual room that we stayed in for two nights. Yeah., so you were done by 11, and I think we had you in your room by five. So we kind of sat around for spent more time sitting around trying to get you into another room than than the operation took.
• Kimberly Cotton (00:14:59) - Yeah., luckily I slept a lot during that time., so it wasn't too bad for me., it was just. I was just down there for a long time, so. Not a big deal. They got me up into a room., and actually, I, I was hungry,, when we finally did make it up to the room,, so I, I think we had tried to order something through the hospital, but they, the time had passed when they were delivering meals and stuff.
• Kimberly Cotton (00:15:31) - , I did you bring me something or did I? I don't even remember what I had that I.
• Chris Cotton (00:15:36) - Think I think we, I think I got you, I was able to get you something that you could eat.
• Kimberly Cotton (00:15:41) - I don't think I was very hungry, but I wanted something small, so.
• Chris Cotton (00:15:45) - Well. And and to give everybody like the idea of the recovery room you're in, basically, it's just like a long row of beds with like 10 to 15 slots on either side. And when I first went down there, you didn't have anybody next to you. So then we got you some ice water. I think we got you some pudding then or something. Yeah., but because the HIPAA regulations, they were bringing other people down on either side of you, and they had me leave. Yeah., but so we. So we got you to the room and kind of settled in a little bit., and we were trying to manage your pain, and I think, I think one of the important things, if you're listening and you're going to go through this out there, they talk about this.
• Chris Cotton (00:16:32) - It's not a phantom pain. But what happens is, is where the kidney was. And they insert these robot fingers inside your body and they blow up your abdomen with nitrogen. And and they do this with a robot. And they try to get all the air out, but they can't. And what happens is, is the air or the nitrogen that's left pushes on your diaphragm. And when that happens, your body thinks your shoulder hurts. So it has this like tremendous pain in your shoulder. And I've seen Kimberly,, give birth. I've seen her do all kinds of stuff in 25 plus years that we've been together. And I've never heard her. Yell in pain or anything like that. And oh, maybe that's what had happened. I'd gone and got you something to eat. And then I went and got me something to eat. And when I was coming back, I heard you hollering down the hallway I had.
• Kimberly Cotton (00:17:30) - Yeah, you hadn't probably been gone 20, 30 minutes maybe. And the pain all of a sudden hit me so hard.
• Kimberly Cotton (00:17:38) - So I pushed the nurses button and took them, you know, longer than I wanted to them for them to respond. But they finally responded and they said, can we help you? And I said, I need something for the pain. My I'm absolutely excruciating right now. And they said, what on the scale of what to what I'm like, I am above a ten. I mean, this is awful., and so it took them a little bit and then he could hear me moaning and groaning down the hallway, and I think he sprinted to the room after he could hear me., but it just hurts so bad., and it's the strangest thing I don't get it., but it wasn't just one shoulder. It was across my back, right at my clavicle. And it just so hurt, so bad until the pain medication finally kicked in., initially, I had only wanted to stay one night in the hospital, but everybody was like, just see how you feel. See how you're doing.
• Kimberly Cotton (00:18:41) - Well, the next day, the doctor,, comes. Another one comes in and takes me over, and he looks at me and he's like, yeah, you're spending another night. He could tell the pain on my face. And it wasn't constant, but it was just enough for him to say, yeah, we're going to up the dosage of your pain medication. And you're saying I'm like, okay, so but after they up the dosage, it was much better and much more manageable.
• Chris Cotton (00:19:07) - So, so out of all the things that they didn't tell us, this was kind of like the big moment or less and not right then. But,, so they wanted me to get her up and have her walking like at 8 p.m. that night. And so that happened. I think we took you for a walk before this happened. Yeah, but but what nobody told us was, was about 30 minutes before you get up to walk, call a nurse, have them give you the pain medication. That way, when you're sore and hurting after the walk, you've already been medicated and you're good to go.
• Chris Cotton (00:19:44) - So I think I think we walked you that night. I think we walked you a couple times that next day. And then I think the nurse that came in the following night was the one that was like, hey, you guys should be taking pain medication before you walk. And nobody, nobody told us that up until then. And that's,, that's like some Ron White. That's good information to know, right? Like. Yeah. Like,, that would have been handy. That would have been a little handy tidbit for people to tell us., so I, I think that and...

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In this podcast episode, Chris Cotton from Auto Fix Auto Shop Coaching examines the JD Power 2024 US Customer Service Index Study. He offers strategies for auto repair shops to outperform dealerships by focusing on immediate service, convenience, and the smart use of technology. Cotton emphasizes the need for shops to educate customers and offer value through quality service rather than just competing on price. He advises shops to enhance their online presence and local advertising to attract customers. The episode is a guide for auto repair businesses to improve service and capitalize on dealership shortcomings to gain customer loyalty.

The JD Power 2024 US Customer Service Index Study (00:01:10) Insights from the study on dealership customer service, wait times, and technician retention.

Dealership Wait Times and Technician Retention (00:02:14) Discussion on the impact of wait times, technician retention, and the influence on customer satisfaction.

Customer Preferences and Technology (00:06:25) Customer preferences for immediate service, convenience, and the importance of technology in service updates.

Rising Costs and Customer Satisfaction (00:09:02) Increase in the average amount spent on dealer visits, the impact of inflation, and customer satisfaction.

Adapting to Market Landscape (00:13:18) The need to embrace technology, improve communication, and address wait times and cost concerns.

Advertising Strategies for Auto Repair Shops (00:14:22) Tactical approaches to leverage speed, convenience, technology, cost-effectiveness, education, and tailored promotions in advertising.

Implementing the Marketing Strategy (00:19:05) Guidance on assessing current advertising channels, revamping content, and staying responsive to market changes.

Connect with Chris:

[email protected]

Phone: 940.400.1008

www.autoshopcoaching.com

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