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Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes https://remarkableresults.biz/?s=%22Carolyn+Coquillette%22 (HERE). Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE. Scott is the founder of diag.net. Find other episodes that have featured Scott https://remarkableresults.biz/?s=%22scott+Brown%22 (HERE). Diag.Net https://diag.net/ (HERE) Key Talking Points: Carolyn did a presentation at Vision 2019 “Don’t trust me, how to empower customers to value your service.” Better communicate with customer There is no such thing as perfect communication Scott has a presentation on how to best present knowledge and information to the customer (media, photos)  Communicating complex problems on vehicles to customers (what are you doing, why you are doing it and what are results). Documentation of process. Communication can’t be perfect, always a work in progress   Customers need to understand the quality of the facility and services and why the pricing is set in place. Peace of mind.  Ultimately the car is the customer’s problem. The car is passing through the shop and the shop becomes the middle man. Easy for customers to be upset instead of appreciating the help to get the car back on road.  People read approximately 300 yards of social media a day- always consuming information, customers need to be educated. I can’t assume customers don’t want to know information or details about their vehicles.   The fine line between communication and overwhelm- the goal is comprehension with the customer. Data should speak for itself and tell a story. Customers often prioritize issues with vehicles and leave other issues pending.  Training is maintenance, people don’t know how we make our sausage Technology is moving at a rapid rate in vehicles, shops need to continue to train or be left behind Shops are willing to share more than ever and help other shops- changing industry Resources: Thanks to Scott Brown and Carolyn Coquillette for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Love what we do, buy a cup of coffee https://remarkableresults.biz/coffee/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy Carm a Cup of Coffee ) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has...