A Phone Call Is Worth a Thousand Emails [RR 1056]
About this episode
Carm Capriotto engages with Mike Carrillo, founder of AutoShopFollowUp, to explore the importance of personal communication in the automotive service industry. They discuss how phone calls can foster trust and relationships with customers, contrasting this with the impersonal nature of automated emails and texts. Carrillo emphasizes the need for shops to maintain a personal touch while scaling operations, and shares insights on effective follow-up strategies that can enhance customer retention and satisfaction. The episode highlights the value of understanding customer experiences to prevent negative reviews and improve service quality.
In today’s fast paced industry, automation and digital tools like texts, emails, and online bookings make business easier but often leave interactions feeling “people free.” Convenience can come at the cost of real customer relationships, reducing decisions to price alone.
Mike Carrillo, founder of Autoshop Follow-Up, reminds shops that while automation has its place, nothing replaces the power of a phone call. His company helps shops bring back that personal touch, building the know, like, and trust factor every business depends on.
Why phone calls matter:
• Build trust and loyalty by making customers feel valued.
• Prevent lost business by uncovering issues before they turn into bad reviews.
• Gain insights you can’t get from analytics alone.
• Challenge digital norms: 40% of calls get answered, even by younger generations.
• Ensure consistency with dedicated ambassadors who represent your shop’s culture.
Texts are great for generating reviews, but they miss the middle ground where future revenue lies. A thoughtful follow-up call turns transactions back into relationships, because at its core, auto repair is a people business.
Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast:- Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
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Chevrolet Trax
"...op, so it's your choice. Let us prove to you that Trax is the single best shop management system in the ..."
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