Podcast Description
Last week we discussed the purpose of answering the phone. This week we're taking the next step—how to coach service advisors after the call.
Coach Chris Cotton shares the exact process he uses with AutoFix Auto Shop Coaching clients, including why advisors should evaluate themselves first, how to use a simple Pass/Fail coaching system, why you should coach behaviors instead of personalities, and how recognizing great phone calls is just as important as correcting poor ones.
If you're serious about building a stronger front counter and creating confident service advisors, this episode is packed with practical coaching strategies you can implement immediately.
Show Notes
In this episode you'll learn:
- Why advisors should listen to their own calls before coaching begins.
- The importance of asking, "How do you think you did?"
- Why every phone call should still be evaluated Pass or Fail.
- The coaching checklist every owner should use.
- How to coach behaviors instead of attacking personalities.
- Using AI call scoring to prioritize coaching opportunities.
- Why catching employees doing something right is one of the best leadership tools you have.
- How matching customer tone and emotion builds trust and confidence.
Key Quotes
- "Coach the behavior—not the person."
- "People repeat what gets recognized."
- "Recognition isn't just encouragement. Recognition is coaching."
- "The best coaching starts with one simple question: 'How do you think you did?'"
- "Technology doesn't replace leadership—it simply helps us become better leaders."
The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/
Check out their podcast here: https://autorepairmarketing.captivate.fm/
If you would like to join their private Facebook Group, go here: https://www.facebook.com/groups/autorepairmarketingmastermind
Connect with Chris:
AutoFix-Auto Shop Coaching
www.autoshopcoaching.com
www.aftermarketradionetwork.com
940-400-1008
Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
YouTube: https://bit.ly/3ClX0ae
Email Chris: [email protected]
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