In this episode, Jimmy Purdy and Dave Krukowski discuss ways to navigate the complexities of marketing and customer retention in the automotive industry. Dave talks about the effectiveness and challenges of direct mail and retention marketing, emphasizing the necessity of regular service reminders. Together, they talk about the issues surrounding customer service, highlighting the importance of setting clear expectations and personal interactions, particularly around handling transmission work. Their discussion provides a wealth of strategies for auto shop owners aiming to enhance their customer experience and operational efficiencies. 

00:00 Finding purpose, navigating change, and setting direction.
07:23 Eight years in golf provided valuable customer service.
14:38 Efficient management ensures a successful customer experience.
19:02 Self-taught in asking critical qualifying questions.
23:58 Loyalty program and personal touch in service.
29:46 Efficient customer appointment process in auto service.
34:41 Evolved inspection process ensures vehicle maintenance compliance.
41:57 Encouraging customers to trust and spend less.
48:13 Summary: Predictive maintenance services for transient area population.
49:19 Decline in service, less customer engagement, reminders.
59:05 Feedback shapes recommendations for vehicle maintenance.
01:00:32 Efficient process ensures consistent client satisfaction and success.
01:10:41 Navigating the middle ground, adapting to change.
01:14:30 Maximizing marketing returns through targeted customer acquisition.
01:16:39 Promoting business, seeking support from friends.
01:24:19 Struggling with technicians' preconceived notions and bad data.
01:28:46 Interview process is vital to maintain data integrity.
01:33:39 Concise communication and sticking to the process.