A Gift, Not A Punishment: Service Advisor Coaching [THA 395]
Episode 395 •
22nd August 2024 • Remarkable Results Radio Podcast • Carm Capriotto, AAP
00:00:00
00:51:33
Shownotes
This episode explores how effective coaching can pay for itself by improving client interactions and boosting profitability. By listening to calls and identifying areas of opportunity, coaches help advisors address customer needs more accurately. Discover why one-on-one coaching is a valuable investment for shop owners aiming to enhance their business performance and customer experience.
Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE
Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE.
Show Notes
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- Shift from Training to Education (00:03:26) Carm discusses the importance of shifting the terminology from training to education.
- One-on-One Coaching Experience (00:04:36) Rena explains the differences between teaching classes and providing personalized coaching.
- Intimacy in Coaching (00:06:04) Rena emphasizes the intimate nature of one-on-one coaching and its benefits.
- Vulnerability in Growth (00:07:18) Clint discusses the role of vulnerability in personal and professional growth.
- Maintenance of Skills (00:09:33) The importance of continuous education and maintenance in skill development is highlighted.
- Phases of Training (00:10:27) Rena describes the six phases of training and the cyclical nature of learning.
- Weekly Coaching Importance (00:11:23) Rena mentions the frequency of coaching calls and their significance in professional growth.
- Community Aspect of Training (00:13:30) Clint speaks on the necessity of community and interaction in coaching.
- Interpersonal Skills in Shops (00:16:09) Clint addresses the challenges of interpersonal skills and communication within shops.
- Effective Daily Training (00:19:28) Discussion on intensive training classes and their impact on team development in the automotive industry.
- Intimate Coaching Sessions (00:20:32) Preference for small group coaching to enhance communication and interpersonal skills among team members.
- Importance of Vulnerability (00:21:19) Clint shares insights on vulnerability and the need for ongoing support in coaching environments.
- Investment in Training (00:23:15) Exploration of how shop owners should allocate budgets and time for effective training and coaching.
- Coaching Value (00:24:46) Coaches emphasize the return on investment from effective coaching through improved client interactions.
- Excuses from Shop Owners (00:25:26) Discussion on common excuses shop owners give for not investing in coaching and training.
- Time Management in Coaching (00:27:31) Strategies for fitting coaching sessions into busy schedules, including combining them with lunch.
- Shifts in Customer Behavior (00:28:47) Analysis of how customer attitudes have changed post-COVID and the need for updated training.
- Economic Changes Impacting Sales (00:31:22) Discussion on rising costs affecting customer spending and the importance of value presentation.
- Call Scripts in Training (00:32:35) The significance of scripts in coaching to ensure consistent and effective communication with customers.
- Feedback and Improvement (00:34:39) Emphasis on celebrating wins and learning from mistakes through call reviews to improve service skills.
- Patterned Approach to Sales (00:37:14) The necessity of following a consistent pattern in customer interactions for better service delivery.
- Best Practices in Customer Interaction (00:38:32) Teaching best practices to avoid offense and ensure customer care, even during absences.
- Building Self-Confidence (00:39:09) Discussing the importance of self-confidence and the need for continual conditioning in service advisory roles.
- Muscle Memory in Communication (00:40:13) Drawing parallels between physical conditioning and developing automatic responses in customer interactions.
- Understanding Customer Needs (00:43:13) Emphasizing the importance of understanding customer intentions to provide tailored service.
- The Value of Coaching (00:48:28) Discussing the importance of investing in coaching for service advisors and the benefits it brings.
- Coaching as a Gift (00:49:53) Reframing coaching as a positive enhancement rather than a punishment for team members.
- Final Thoughts on Coaching (00:50:22) Encouraging listeners to view coaching as a valuable investment for personal and professional growth.
