The Reservationist Role in Retention [E057] - Speak Up! Effective Communication
About this episode
Rui Martins returns for a deep dive into the crucial role of reservationists in automotive shops, focusing on their impact on client retention and communication. The conversation emphasizes the importance of personalized follow-ups and the need for comprehensive inspections to inform customer interactions. Rui shares insights on how a well-trained reservationist can enhance service efficiency, improve client relationships, and ultimately drive sales. The episode also discusses the integration of technology and human touch in client management, highlighting the necessity of a dedicated reservationist in modern auto repair shops.
Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express
In our Episode Today:
I’ve invited my friend Rui Martins to return for Part Two of our conversation on the repair shop role focused on communication.
We discussed this topic in episode 22 - and I point just about every repair shop I work with to the concept of creating a reservationist position in their staff. I was introduced to this concept first with my former coach, Bob Greenwood, whom we lost in 2021 to an unexpected heart attack.
I met Rui Martins when he was working with a shop that onboarded Autoflow. In the process - we quickly realized we were speaking a similar language, and shared many concepts and ideas.
Today - we continue our conversation on many of those concepts as we discuss the role of a reservationist in the retention process.
I highly encourage shops who value cultivating authentic, strong, and purpose filled relationships with their clients to listen to this as well as:
Episode 022 on Speak Up - follow up with this episode.
RRR Episode 922 - “The Role of the Reservationist in Auto Repair.”
The Word of the Day:
Profundity
noun: Deep insight, great depth of knowledge or thought.
Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:
The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.
AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com
Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.
In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.
Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.
Contact Information
- Email Craig O'Neill: [email protected]
- Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by...
Chevrolet Nova
"...here? Now we're in this beautiful weather here at Nova Scotia. Yeah."
Toyota A90
"around a reservation is then set up at 80% retention rate or a 90% retention rate then we're just talking drastically different returns"
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