At VISION 2024, Kim taught a class on customer loyalty. It was incredibly well received and we’ve decided to bring a conversation here in podcast form where she touches on a critical piece of business: creating loyal customers. Listen in for tips, strategies, and just real-talk!

Thank you to our friends at RepairPal for providing you this episode. RepairPal will help you grow your auto business and you can learn more at RepairPal.com/shops.

Show Notes with Timestamps

• Loyalty: strong feeling of support or allegiance
• What that means to me. Companies I am loyal to: Bear Mountain Bakery, Holtz Leather, The Basketry, Smallwoods
• Simon Sinek’s Ted Talk “Start with Why”: Your purpose, Your cause, Your beliefs
• We are lonelier & more apart than ever before
• Maslow’s Hierarchy of Needs
• Our Core Values
• We have an intense desire to feel a sense of belonging - even more with digital communication.
• Unreasonable Hospitality by Will Guidara - Episode 89: https://autorepairmarketing.captivate.fm/episode/089
• Create Loyalty by: Being thoughtful and intentional with all you do. Understanding the difference between service + hospitality. Service is black and white. Hospitality is full color.
• Having authentic connection: Southwest Airlines - the heart, Ciro - my Italian driver, 1st Phorm, Eleven Madison Park Restaurant’s hot dog story, Bear Mountain Bakery, The Basketry, Holtz Leather, Smallwoods. Knowing your clients, understanding them, being present, listening, and being considerate and generous (read the book: Gift*ology). Being a trusted resource.
• VISION’s speaker: Scott Stratten, said, “If you want to worry about the bottom line, you’ve got to focus on the front line.” (To obsess about how your customers feel, you must obsess about how your employees feel.
• Customer loyalty comes after employee loyalty
• How are you taking care of your team? Daily Stand-Up (gratitude and top priority) + a checkin/awareness for me.Team Outings. Letters/notes/recognitions. Mentoring. Schedule emails/slack messages/texts
• Too many companies leave the human behind. We live in a world where we have an opportunity - responsibility - to make magic in a world that is desperate for it. When you make magic you add to the layers of loyalty being created.
• Make this part of how you do business. A process. A time, place, a procedure/reminder.

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - podcast@shopmarketingpros.com

Lagniappe (Books, Links, Other Podcasts, etc)

1. Canva - Mood Boards