A Remarkable Results Radio episode highlighting when is it wrong or right in Firing Customers. It takes more to attract and retain a new customer. Understand the importance of every decision.
Joe Hanson owns Gordie’s Garage. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. Listen to Joe’s Episodes HERE.
Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.
Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE.
Doug Callaghan, CEO Vic’s Service Centre in Wainright, Alberta Canada is the winner of the 2016 Auto Care Association ACE (Automotive Career and Education) award. Doug shares his story of transformation, recognized by Auto Care, that earned him this recognition.
He made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the leadership to make those ideas and plans become reality, I was not going to let that happen. I wanted to see an increase in our net profit and a better life for myself and my team”. He continues that commitment today. Doug has experience working with disaster plans with the Credit Union Board that he chairs. Find other episodes that feature Doug HERE.
Key Talking Points:
Other than that…you have control…
Are you bringing the best out in people? Maybe YOU should be fired!
People skills can avoid firing customers. It can turn a “should be fired customer” into a great customer
It is our responsibility to build a culture of “I don’t want to fire them” customers
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