Make Every Detail Count: What Message Are You Sending to Customers? [RR 932]
Episode 932 •
1st March 2024 • Remarkable Results Radio Podcast • Carm Capriotto, AAP
00:00:00
00:31:02
Shownotes
Recorded Live at the 2024 MACS (Mobile Air Climate Systems) Training Event & Trade Show, shop owner Bill Snow discusses marketing strategies, the use of social media platforms, and the importance of authenticity in video marketing. Bill shares insights on audience preferences for lighthearted content and emphasizes professionalism and the value of every customer interaction in reflecting the business's dedication to service.
- Watch Full Video Episode
- MACS (Mobile Air Climate Systems): https://macsmobileairclimate.org/
- Digital Marketing Class (00:01:41) Bill Snow discusses the upcoming digital marketing class at MACS and his approach as a shop owner teaching digital marketing.
- Importance of Google Reviews (00:03:11) Bill Snow highlights the increasing importance of Google reviews and the impact on search results for potential customers.
- Asking for Reviews and Follow-Up (00:03:49) Bill Snow explains the process of asking for reviews and the importance of follow-up calls to clients.
- Deferred Work and Client Follow-Up (00:04:34) Bill Snow discusses the practice of following up on deferred work and its impact on client relationships and future appointments.
- CRM and Marketing Campaigns (00:06:21) Bill Snow explains the use of CRM for deferred work notifications and the implementation of marketing campaigns based on weather and other factors.
- Hands-Free Scheduling and QR Codes (00:07:47) Bill Snow discusses the use of QR codes for hands-free scheduling and the integration with the shop management system.
- Elevating Professionalism in the Industry (00:10:32) Carm Capriotto and Bill Snow discuss the importance of elevating the professionalism of the industry and the impact of job titles on attracting talent.
- Neighborhood-Based Social Media Marketing (00:12:47) Bill Snow describes the shift towards more fun and neighborhood-based social media marketing for Rad Air's ten stores.
- Celebrating People and Life on Social Media (00:14:19) Bill Snow emphasizes the importance of showcasing the people side of the business and celebrating employees and clients on social media.
- The Neighborhood Professional Service Center (00:17:34) Carm shares the concept of the "Neighborhood Professional Service Center" and its importance in the industry.
- Social Media Strategy (00:18:14) Bill Snow discusses the role of different social media platforms, including Twitter, TikTok, Instagram, and YouTube, in their marketing strategy.
- YouTube Content and Racing Team (00:18:32) Bill Snow explains their YouTube content strategy, including shorts and in-depth videos, and how they showcase their racing team.
- Video Marketing and Authenticity (00:19:52) The importance of genuine and unedited videos in building connections with customers and clients is discussed.
- Consumer, Customer, and Client (00:19:58) Bill Snow explains the distinctions between consumers, customers, and clients, and how they impact marketing and relationships.
- Creating Engaging Content (00:21:23) Bill Snow shares insights into the type of content that resonates with their audience and the importance of hiring someone with a different perspective.
- Point of View (POV) Videos (00:22:27) The rising trend of point of view (POV) videos, particularly in the context of technicians showcasing tasks like oil changes, is discussed.
- Enhancing Customer Experience (00:26:18) Bill Snow describes their approach to creating a positive experience for new clients, including personalized welcome bags and additional services.
- Client Experience Manager (00:27:11) The role of a client experience manager in ensuring quality control and enhancing the overall customer experience is explained.
- Professionalism and Image Building (00:30:24) The importance of professionalism and creating a positive image for auto repair shops, as well as the role of digital marketing in their 2024 strategy, is highlighted.
