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In this episode of the Auto Repair Marketing Podcast, hosts Brian and Kim Walker are joined by Rena Rennebohm to discuss the crucial role of service advisors in customer retention.
Part of a customer retention series, this conversation highlights the importance of tailored, one-on-one service advisor training.
Key topics include the shop owner\'s role in setting expectations, the benefits of a one-to-one advisor-to-technician ratio, and common mistakes in advisor interactions.
Rena emphasizes the need for clear communication, empathy, and consistent follow-up to build trust and enhance customer loyalty, ultimately driving better business outcomes.
Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
Lagniappe (Books, Links, Other Podcasts, etc)
Empower Your Advisor: empoweryouradvisor.com
How To Get In Touch With the Guest
Rena Rennebohm AAM : https://www.linkedin.com/in/rena-rennebohm-aam-49aa1835/
Show Notes with Timestamps
The role of service advisors (00:00:10)
Rena\'s journey into service advisor training (00:01:10)
The impact of shop owners\' vision (00:04:53)
Building trust and communication (00:08:28)
Creating a raving fan experience (00:11:14)
The technician\'s happiness (00:15:33)
Creating a raving fan experience (00:16:42)
Advisors\' extra level of communication (00:17:03)
RepairPal\'s mission (00:18:34)
Building trust through communication (00:19:43)
Understanding and confidence in car repair (00:21:28)
Communication methods and customer loyalty (00:22:22)
Coaching for shop owners (00:23:21)