Ratchet+Wrench Radio

What Makes a Bad Customer Experience?

Understanding what makes a good customer experience is as much about learning what to do as it is learning what not to do.  Editorial Director Anna Zeck chats with Jimmy Alauria, owner and president of 3A Automotive in Phoenix, Ariz., about her past experience with repair shops, giving a unique perspective about what an actual customer is looking for. What went well? What didn't? And why did she choose to leave her shop for somewhere else?

How to Deliver Bad Customer News

Unfortunately bad news is an inherent element of the auto repair experience for most customers. But how exactly do you break bad news without overwhelming your customers or tanking the customer experience? Customer service expert, speaker and author Jeff Toister explains how to be the bearer of bad news without sacrificing customer relationships. 

How to Tap the MSO Mindset

The transition from single store to multi-shop operator requires plenty of strategy and shop owners who plan ahead can still find themselves blindsided as their expansion gets underway.   So, how exactly can you begin preparing for that growth well in advance? Shop Fix Academy founder Aaron Stokes shares his own journey and key lessons learned as he grew his business, the staffing strategies that typically catch shop owners off guard, and the mindset shop owners will need to tap in order to set their growing operations up for success. 

Part 2: Maximizing Work Opportunity

Mark Seawell, advisor training director for RLO Training returns to the podcast for Part 2 of a conversation on maximizing work opportunity. Seawell goes through the different customer levels and how that affects how a shop should work with them in order to get the most work possible.  If you haven't listened to Part 1, make sure to listen to that too. The episode was released July 13.

Can Trust Outweigh A Bad Customer Experience?

A recent Ratchet+Wrench survey found that the average repair shop customer is willing to settle for a less than impressive customer experience. In this week's episode of Ratchet+Wrench's Inside the Consumer's Mind podcast series, editorial director Anna Zeck chats with Ryan Clo of Dubwerx to talk about navigating a negative customer experience, managing customer expectations, and how customer trust is made and lost at the counter. 

How to Talk Price with Transparency

In this first episode of Ratchet+Wrench's Inside the Consumer's Mind podcast series, editorial director Anna Zeck chats with Dynamic Automotive's Dwayne Myers to learn how shops can approach the sensitive topic of price and avoid making customers feel vulnerable, overwhelmed, or taken advantage of. 

Why Customers Return to a Bad Shop Experience

What exactly leaves customers to settle for a below-average repair shop experience and what can shops do to stand out from the crowd and win them over? Shop Fix Academy founder and shop owner Aaron Stokes explains with insight on the two-pronged approach he says is key to win customers over. 

Maximizing Work Opportunity

Mark Seawell, Advisor Training Director for RLO Training, discusses what shops can do to build trust with customers and have to convey that into bigger sales and thus a larger ARO. Seawell will be featured in an upcoming issue of the Ratchet+Wrench magazine, so stay tuned for more on the topic. 

How to Approach Sudden Growth

Right now, shops across the country are experiencing all-time high car counts and ticket averages. But as business picks up, does your shop have the processes to match?  Desert Car Care's Frank Leutz explains why the devil is in the details, how to protect your processes as you grow, and how improper documentation could be truly costing you.

How to Build Your Best Legal Line of Defense

When it comes to auto repair, there's an education gap. Few attorneys understand the challenges shop owners face in their day-to-day operations, and as vehicles become more complex, the need to have a savvy legal pro in your corner has only become more urgent.  William Ferreira, a go-to repair defense specialist, explains how to bridge the gap and build an attorney relationship that's well worth the investment.