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

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

FromRemarkable Results Radio Podcast


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

FromRemarkable Results Radio Podcast

ratings:
Length:
37 minutes
Released:
Apr 30, 2024
Format:
Podcast episode

Description

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

Watch Full Video
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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Released:
Apr 30, 2024
Format:
Podcast episode

Titles in the series (100)

Ever wonder what differentiates successful businesses, especially in the automotive aftermarket? Do you have a strong interest in great leadership, business strategies, and the desire to uncover just how successful business people achieved or executed their success? Remarkable Results Podcast is for you. The podcast will interview successful automotive aftermarket professional service entrepreneurs and hear about their business success story. The show will also interview leaders from distribution and manufacturing. Listen to Learn, each week, and strive to take just one thing away with you … One thing that sparked an idea or action within you, that you can implement or pass on. The stories you’ll hear from our guests will show that Remarkable Results comes in many forms and fashions, some instant and many more disguised as daily challenges that were overcome.