April 30, 2024

How To Offer The Best Customer Support Without A Quality Team: Spoiler Alert, You Can’t! [RR 950]

36 minutes

Thanks to our Partner, NAPA Auto Care

Customer service is the backbone of any successful auto repair shop. Tom Petty discusses the critical role of clear, effective communication with customers. And guess what? It all starts with your internal team and company culture.

Tom Petty, Petty Motorworks, Waretown, NJ

Show Notes

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TST Seminars: https://www.tstseminars.org/

NAPA Auto Care Gold status (00:01:24) Tom Petty discusses NAPA AutoCare Gold status and its significance.

Technical training and progression (00:03:13) Tom Petty's technical training and progression through the years.

Family business and technical training (00:04:22) Tom Petty's decision to start a family business and his involvement in technical training.

Engaging technicians and setting shop culture (00:05:44) Discussion on setting the culture for a shop and engaging technicians in training.

Apprenticeship and mentoring (00:08:13) Tom Petty's approach to apprenticeship and mentoring young technicians.

Automotive vocational education (00:11:10) Discussion on the need for a specialized automotive charter program in vocational education.

Challenges in the automotive industry (00:13:03) Challenges faced by young technicians in the automotive industry and the need for development and support.

Starting wage and labor margin (00:14:36) Discussion on starting wage for technicians and the importance of labor margin for business sustainability.

Post-education career advice (00:15:31) Tom Petty's advice for students coming out of a two-year automotive program regarding starting wage expectations.

Structured Raises (00:15:37) Discussion about implementing structured raises for technicians to prevent wage suppression.

Setting Technician Wages (00:19:06) Discussion on the importance of setting technician wages based on experience and productivity.

Communication and Customer Service (00:23:53) Importance of effective communication, especially through digital inspections, and its impact on customer service.

Training Alliance (00:28:00) Formation of an independent training alliance to improve technical training in the local area of New Jersey.

Kidney Donation (00:30:44) Tom Petty's kidney donation.

Life Post-Surgery (00:33:14) Tom Petty shares his experiences after kidney surgery and discusses the minimal impact on his daily life.

Avoiding NSAIDs (00:33:53) The importance of avoiding certain pain medications for kidney health, with a cautionary example.

Recovery and Kidney Function (00:34:31) Insights into the recovery period after kidney surgery and the remarkable adaptability of the kidney.

Thanks to our Partner, NAPA Auto Care

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

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By Carm Capriotto, AAP

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