Darin Ode, Ode Auto Repair and Tire, Warren, MI- Darin's goal is to build a successful repair facility built on compassion for customers and employees by treating them like family. He plans on passing his company to its 3rd generation, his stepson Armando. Darin started working in the family business when he was 14 years old.
Chris Cotton, Auto Fix SOS, Business Coach- Chris Cotton has been in the customer service industry for over 40 years and has been in the auto repair industry for over 25 years. He is a former shop owner that has dedicated his life to helping YOU to get your business where you want it to be and helping you FOCUS on the things that matter to you. Find Chris’ previous episodes HERE.
Key Talking Points
Tires-33% of the tires coming through your shops need to be replaced
Keep the customer in your shop and doing business with you
Marketing- advertising on all platforms
Communication- ask the customer about their vehicle needs
Shop competition and keep their websites queued on the computer for comparative to gain trusts of new customers
Tire matrix- mounting/balancing, road hazard
Price everything upfront
Starting tire program
Focus on your customers first then build on that
Process- identifying tires that need to be replaced, DVI, lean on technology to scan tires (tread depth/rotation/alignment) Tool- Tire Profiles about 3K to purchase and will print out a detailed rundown of each tire scanned
Road hazard package- 15% off tire purchase is the cost of warranty A small percentage of comebacks- only around 3% of road hazard income is used to support the program
Make tire wholesalers compete with each other to find a supplier
Product knowledge to educate customers about the tires, banners/marketing tools, rebates
Seamless communication with customer with their tire experience and an update if the tire fits their needs
A special thanks to Mike Gorton, Darin Ode and Chris Cotton for their contribution to the aftermarket.
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