{"version":"1.0.0","episode":{"title":"Why Women are the Secret Weapon in Auto Repair Shop Hospitality [THA 474]","url":"http://getcarcurious.com/episodes/why-women-are-the-secret-weapon-in-auto-repair-shop-hospitality-tha-474","audioUrl":"https://episodes.captivate.fm/episode/3ba7a327-6f04-4981-aba2-b0c48ea80e55.mp3","description":"Thanks to our Partners, NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty\n\nWatch Full Video Episode\nIn this episode, Melissa Parker, Amy Bartel, and Sara Abrecht join Carm Capriotto to discuss why women are the automotive industry’s “secret weapon.” The panel explores the concept of automotive hospitality, focusing on relationships, empathy, and customer experience as key drivers of trust, loyalty, and profitability.\nThey share how hospitality driven environments, strong listening skills, and hiring from service focused industries elevate the customer experience and strengthen shop performance. Sara also reveals data showing female-led shops achieve higher average repair orders, highlighting the business impact of communication and relationship building.\nThe conversation challenges outdated industry perceptions and calls for a shift toward hospitality centered operations, encouraging shop owners to embrace these principles and inspiring more women to pursue leadership roles in this evolving, people first profession.\nTimestamps\n(00:00:00) - Introduction and Guest Welcome\n(00:03:15) - Defining \"Automotive Hospitality\"\n(00:06:00) - The \"Ritz-Carlton\" Standard\n(00:09:45) - Men vs. Women: Fixers vs. Listeners\n(00:14:15) - Hiring Outside the Industry\n(00:18:20) - The Role of the Customer Service Rep (CSR)\n(00:21:00) - The \"Anytime\" Presentation\n(00:27:45) - The Financial Case: Women Drive Higher ARO\n(00:30:15) - The \"Secret Weapon\" & Workplace Culture\n(00:34:30) - The Household Decision Maker\n(00:37:45) - Rebranding: From \"Trade\" to \"Skilled Career\"\nMelissa Parker, COO, Harrell’s Tire and Auto\nAmy Bartel, Owner, Bartel's Auto Clinic\nSara Abrecht, CFO, Dynamic Automotive\nThanks to our Partner, NAPA TRACS\n\nNAPA 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/\n\nThanks to our Partner, Today's Class\n\nOptimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/\n\nThanks to our Partner, KUKUI\n\nStop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/\n\nThanks to our Partner, Pit Crew Loyalty\n\nYou’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/\n\nConnect with the Podcast:\n\n- Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/\n\n- Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters\n\n- Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976\n\n- Subscribe on YouTube: https://www.youtube.com/carmcapriotto\n\n- Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/\n\n- Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/\n\n- Follow on Twitter: https://twitter.com/RResultsBiz\n\n- Visit the Website: https://remarkableresults.biz/\n\n- Join our Insider List: https://remarkableresults.biz/insider\n\n- All books mentioned on our podcasts: https://remarkableresults.biz/books\n\n- Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom\n\n- Buy Me a Coffee: https://www.buymeacoffee.com/carm\n\n- Special episode collections: https://remarkableresults.biz/collections\n\n- The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/\n\n- Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/\n\n- Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/\n\n- Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/\n\n- The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/\n\n- The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/\n\n- Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm\n\n\n\n \n\n \n\n\n\n"},"annotations":[{"startTime":780.1,"endTime":789.5,"type":"concept","title":"independent automotive repair","url":"/glossary/independent-automotive-repair","quote":"I also think this is an interesting idea that, like, I think our industry and, you know, independent automotive repair, even in dealerships, you know, a lot of those people that are service advisors or have been service advisors or, you know, communicate with customers,","canonicalId":"concept:independent-automotive-repair","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Independent automotive repair refers to car maintenance and repair services provided by shops that are not affiliated with any specific car manufacturer or dealership. These shops often offer more personalized service and can sometimes be more cost-effective than dealership service centers.","simplifiedExplanation":"Independent automotive repair shops are places where you can get your car fixed that aren't part of the car brand's official dealerships. They often help with many types of cars and might be cheaper."}},{"startTime":789.5,"endTime":796.1,"type":"term","title":"service advisors","url":"/glossary/service-advisors","quote":"you know, a lot of those people that are service advisors or have been service advisors or, you know, communicate with customers, like they were techs at one point, too.","canonicalId":"term:service-advisors","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Service advisors are the professionals at automotive repair shops or dealerships who communicate with customers, understand their vehicle issues, and coordinate with technicians to ensure repairs and maintenance are done properly. They act as a bridge between the customer and the technical staff.","simplifiedExplanation":"Service advisors are the people at the repair shop who talk to you about what's wrong with your car and then tell the mechanics what to fix. They help make sure your car gets the right repairs."}},{"startTime":796.1,"endTime":798.5,"type":"term","title":"technicians (techs)","url":"/glossary/technicians-techs","quote":"like they were techs at one point, too. You know, which is mostly male, you know, and it's like a natural progression for them, you know, because that's a very physically demanding job, right?","canonicalId":"term:technicians-techs","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Technicians, often called techs, are the skilled workers who perform the actual repair and maintenance work on vehicles. They diagnose problems, replace parts, and ensure vehicles are safe and functional.","simplifiedExplanation":"Technicians or techs are the mechanics who fix your car. They find out what's wrong and then repair it."}},{"startTime":837.0,"endTime":842.9,"type":"car","title":"Chevrolet SSR","url":"/cars/chevrolet/ssr","image":"https://upload.wikimedia.org/wikipedia/commons/6/61/2004_Chevrolet_SSR%2C_front_left%2C_07-02-2023.jpg","quote":"...e in the industry as well, you know, whether it's SSR or anything like that.  I think that's interestin...","canonicalId":"car:chevrolet:ssr","priority":0.5,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Chevrolet SSR is a retro-styled pickup truck produced between 2003 and 2006, known for its unique blend of convertible roadster and pickup truck features. It stands out for its distinctive design and limited production, making it a collectible and interesting topic in automotive discussions. The SSR represents an experimental approach by Chevrolet to combine style and utility in a niche market.","simplifiedExplanation":"The Chevrolet SSR is a special kind of truck that looks a bit like a car and a pickup truck mixed together. It was made for a few years in the early 2000s and is known for its cool, unusual look and the fact that its roof can fold down like a convertible. People talk about it because it’s different from most trucks you see.","imageAttribution":"MercurySable99 (CC BY-SA 4.0)"}},{"startTime":837.0,"endTime":851.9,"type":"concept","title":"acquisitions","url":"/glossary/acquisitions","quote":"\"...we've done several acquisitions and the service advisors were the technician, you know, they were doing everything...\"","canonicalId":"concept:acquisitions","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"In the automotive business context, acquisitions refer to the process of purchasing or merging with other companies or dealerships to expand operations or market share.","simplifiedExplanation":"Acquisitions happen when one company buys another company to grow bigger or add more services. In car businesses, this means buying other dealerships or shops."}},{"startTime":1322.9,"endTime":1343.4,"type":"term","title":"script","url":"/glossary/script","quote":"So absolutely anytime script I would say is our number one most important tool. I agree. It's people not realizing that they're saying no it's that conditional yes right.","canonicalId":"term:script","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"In automotive sales and service, a script is a prepared set of phrases or dialogue designed to guide conversations with customers to improve communication and increase the likelihood of closing a sale or booking a service appointment.","simplifiedExplanation":"A script is like a set of words people use when talking to customers to help make sure they say the right things and get the customer to agree to a service or sale."}}],"speakers":[{"id":"s1","name":"Carm Capriotto","role":"host"},{"id":"s2","name":"AAP","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/why-women-are-the-secret-weapon-in-auto-repair-shop-hospitality-tha-474/transcript.vtt","type":"text/vtt"}]}