Sometimes, we forget we are in people's business, not the car business. Cars are what bring people to us. - Geoff Berman

In today's episode, Geoff Berman joins us to discuss auto shop repairs' convenience in customer experience and dealing with those moments when the backstage and the front stage intersect.

Throughout this episode, you'll hear Kim and Geoff's thoughts on the importance of focusing on the small things that make external customers return to your auto repair shop. They also discuss why creating seamless and stress-free experiences for clients is worth hundreds of times more than simply fixing their cars, and a crucial element some auto shop owners unbelievably forget: marketing how convenient they are!

Additionally, you'll hear about the importance of involving both internal and external customers in identifying areas to improve customer experience, how to keep backstage behavior and mannerisms away from the front counter, and much more.

In This Episode, You Will Learn:

• When backstage moments cross the front counter border (2:00)
• How convenient is your auto repair shop? (7:20)
• Do your clients know what conveniences you have for them? (15:00)
• Conveniences don't cost a lot of money (20:10)
• Make your auto shop as convenient as you can (24:50)

Resources:

• Book: Jon Taffer - Raise the Bar: An Action-Based Method for Maximum Customer Reactions

Connect with Geoff:

• LinkedIn
• Email: [email protected]

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

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