The Auto Repair Marketing Podcast

Automotive Repair Podcast
Automotive Repair Podcast
  • 4.8 (5)
  • Marketing
  • Updated Weekly

The Auto Repair Marketing Podcast with Kim and Brian Walker. Experts in their field who work with shop owners take it to the next level and create a unique approach to marketing. See the growth in your business you’ve been working so hard for by using time-proven marketing that works, fueled to go further by your shop's uniqueness.

  1. 19h ago

    37% of Your Leads Are Booking. Where Are the Rest Going? Real Data with Stan Stokes [E218]

    Thanks to our Partner, AppFueled SEO can easily turn into a game of watching rankings, reporting what happened, and waiting to see what happens next. But what if there was a better way to know exactly when it’s time to stop focusing on one keyword and start going after the next opportunity? Brian Walker sits down with Shop Marketing Pros Director of SEO Michelle Travis to break down the new SMP Proactive Keyword Lifecycle System and how it changes SEO from reactive to proactive. They dig into how keywords are discovered, qualified, accelerated, validated, and eventually “graduated” once they reach meaningful and stable positions in search. They also get into why SEO timelines can look completely different for a rural shop versus a shop surrounded by hundreds of competitors in a major metro area, how keyword difficulty affects expectations, and why focusing on 20 keywords doesn’t mean your shop will only rank for 20 keywords. And the early numbers behind the system are pretty impressive. During beta testing, 31% of the tracked keywords graduated within the first 30 days, with nearly all of those maintaining their graduation status during the following 30 days. If you want a better understanding of what your shop’s SEO company should actually be doing behind the scenes and how a real strategy should keep moving forward instead of sitting in maintenance mode. Listen to the full episode. Show Notes with Timestamps Introduction to Stan Stokes and GuestX (00:00:10) Host Brian Walker introduces guest Stan Stokes and his company, GuestX, which analyzes phone calls for auto repair shops.The Origin of the Partnership (00:01:32) Brian explains how his marketing agency started using GuestX's AI to replace manually listening to and analyzing client phone calls.The Problem with Marketing Leads (00:03:20) Stan discusses how shops often blame marketing for slow business, when the real issue is converting phone opportunities into actual customers.Analyzing the Data: Booked Appointment Rate (00:08:10) Stan reveals a 37% booked appointment rate from a sample of over 17,000 calls from top-tier auto repair shops.Reasons for Missed Opportunities (00:09:08) A breakdown of why appointments aren't booked, with 65% of the time being because the service advisor never offered one.The Financial Impact of Missed Calls (00:11:44) Stan calculates that improving the booking rate by just 10% could equate to an average of $10,000 per shop.Understanding New Customer Behavior (00:13:54) Discussion on the difference between planned and unplanned service needs and why new customers often lead with questions about price.The "Price Shopper" Misconception (00:17:08) Brian argues against labeling customers as "price shoppers" just because they ask about cost, calling it an arrogant perspective.The Power of a Simple Question (00:20:27) Stan explains how asking "what concerns are you having?" can completely change the outcome of a call with a new customer.Real-Time Recovery and Coaching (00:23:00) The discussion turns to using call analysis data for real-time recovery of missed appointments and for targeted team coaching.The Handoff from Marketing to Sales (00:27:17) Brian emphasizes the critical point where marketing efforts end and the shop's sales and customer service performance takes over.The Success of Top-Performing Shops (00:32:16) Brian highlights shops that excel at converting calls, noting their high booking rates are due to focusing on phone skills.Knowing Your Key Performance Indicators (KPIs) (00:35:47) Stan stresses the importance of knowing front-of-house KPIs, like the percentage of new versus returning customers, to guide strategy.How to Contact Stan Stokes (00:39:50) Stan provides information on how listeners can get in touch with him and learn more about his company, GuestX. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc) GuestX Episode 159 - There’s No Such Thing As A Price Shopper Thanks to our Partner, AppFueled AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/ Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ 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/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ 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/

    37% of Your Leads Are Booking. Where Are the Rest Going? Real Data with Stan Stokes [E218]

  2. Aug 12

    Running an Auto Repair Shop in Alaska with Robert Wright [E217]

    Thanks to our Partner, AppFueled Alaska may be known for its breathtaking scenery and extreme conditions, but running a successful auto repair shop there comes with challenges that most shop owners in the Lower 48 never have to consider. In this conversation, Brian and Kim sit down with Robert Wright of 1023 Diesel & Fleet in Palmer, Alaska, to explore what it's really like to own and grow a shop in one of the most unique automotive markets in the country. From marketing in remote communities and building a strong shop culture to navigating harsh winters, seasonal demand, staffing, and expanding from a diesel specialty shop into general automotive repair, Robert shares practical insights that apply no matter where your shop is located. If you're looking for fresh perspectives on leadership, marketing, and growing a thriving repair business, you won't want to miss this episode. Listen now and discover what every shop owner can learn from doing business in the Last Frontier. Show Notes with Timestamps Introduction to the Podcast and Guest (00:00:09) Host Brian Walker introduces co-host Kim and guest Robert Wright, owner of 1023 Diesel in Palmer, Alaska.Misconceptions and Realities of Alaska (00:01:03) The hosts and guest discuss common stereotypes about Alaska from TV shows versus the reality of living there.Life in Palmer, Alaska (00:02:17) Robert describes the Palmer area, its proximity to Anchorage, its history as a farming colony, and its Midwest feel.Remote Alaskan Living (00:04:04) Discussion about the "road system" and how people access remote locations like Robert's cabin via plane, boat, or snowmachine.The Shop's Origins and Evolution (00:04:51) Robert explains how 1023 Diesel started in his garage and evolved from a diesel-only specialty shop to general automotive repair.Defining "Rural" in Alaska (00:06:21) The hosts and guest discuss the perception of "rural" and how Palmer is considered part of Alaska's main population center.Marketing to Remote Customers (00:07:04) Robert explains that customers travel hundreds of miles for service and how word-of-mouth is crucial for reaching off-grid communities.Community Involvement in Marketing (00:08:46) The importance of "boots on the ground" community marketing is discussed as an effective, old-fashioned approach in Alaska.Sponsor Message: AppFueled (00:09:59) A commercial break for the podcast sponsor, AppFueled, which creates custom loyalty apps for auto repair shops.Climate and Seasonality in Business (00:10:55) Discussion about Palmer's unique weather, including extreme winds, and how it creates seasonality in the auto repair business.Alaska's "Break Up" Season (00:12:21) Robert explains the spring "break up" season, when thawing ground leads to road weight restrictions, causing a business slowdown.Studded Tires and Winter Business (00:14:15) The group discusses state-mandated studded tires for winter traction and how tire changeovers create a busy season for shops.Corrosion and Winterizing Vehicles (00:15:00) The conversation covers the extreme rust on off-highway vehicles and the specifics of winterizing vehicles for the Alaskan climate.Staffing and Recruitment in Alaska (00:19:22) Robert discusses the challenges and strategies for finding technicians, noting that Alaska is a destination state for many.Building an Attractive Shop Culture (00:20:05) The importance of having a great facility, reputation, and culture, including a four-day workweek, to attract top talent.Customer Loyalty in Alaskan Communities (00:24:22) The hosts and guest talk about the strong sense of community loyalty in Alaska and the importance of reputation.Using a Rewards Program for Community Good (00:25:03) Robert shares how he used his shop's customer rewards program to raise funds for an injured community member.Closing Remarks and Invitation to Visit (00:26:12) Robert invites listeners to visit Alaska and offers to give them advice or show them around. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc) 1023 Diesel & Fleet Thanks to our Partner, AppFueled AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/ Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ 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/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ 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/

    Running an Auto Repair Shop in Alaska with Robert Wright [E217]

  3. Aug 5

    Could You Be Ready for a Fractional CFO? with Eric Joern [E216]

    Thanks to our Partner, AppFueled Too many shop owners start their businesses because they're great at fixing cars, not because they're accountants, tax experts, or financial strategists. Unfortunately, that's where a lot of costly mistakes begin. Brian sits down with Eric Joern of Kaizen CPAs for an honest conversation about the financial side of running an auto repair shop. From common bookkeeping mistakes and tax planning myths to the real difference between a bookkeeper, CPA, and fractional CFO, this episode is packed with practical advice that can help you build a stronger, more profitable business. Brian also shares lessons from his own entrepreneurial journey, including the financial mistakes that ultimately shaped the way he runs his business today. If you're ready to understand your numbers, make better business decisions, and build a shop that's financially healthy for the long haul, you won't want to miss this conversation. Listen now wherever you get your podcasts. Lagniappe (Books, Links, Other Podcasts, etc) The E-Myth Revisited by Michael E. Gerber Profit First by Mike Michalowicz Kaizen CPAs Thanks to our Partner, AppFueled AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/ Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ 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/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ 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/

    Could You Be Ready for a Fractional CFO? with Eric Joern [E216]

  4. Jul 29

    Advertising Doesn't Fix Car Count Problems with Joe Marconi [E215]

    Thanks to our Partners, Shop Boss and AppFueled Joe Marconi believes one of the biggest mistakes auto repair shop owners make is assuming that more advertising will solve declining car count. In reality, marketing can make the phone ring, but what happens after a customer walks through the door determines whether they'll ever come back. Brian Walker and Joe dive into the critical difference between customer acquisition and retention, why hospitality should be at the center of every auto repair shop, and how internal processes, culture, leadership, and customer experience ultimately drive long-term growth. If you've ever wondered why your marketing isn't producing the results you expected, this conversation will challenge the way you think about growing your business. Listen to the full episode to discover how to turn first-time customers into lifelong advocates. Show Notes with Timestamps Introduction to the Topic(00:00:09) Host Brian Walker introduces guest Joe Marconi and the topic of his article, "Advertising doesn't Fix Car Count Problems."The Original, Stronger Title(00:02:04) Joe reveals his article's original title was "Advertising doesn't sell anything and I can prove it," but it was toned down.Acquisition vs. Retention(00:03:04) The discussion shifts to the difference between acquiring new customers and the crucial, often overlooked, aspect of retaining them.The Biggest Misconception(00:04:31) Joe explains the biggest misconception is that advertising alone can solve weak sales or low car counts for a shop.Internal Marketing is Key(00:06:08) The conversation highlights that every interaction with a customer inside the shop is a form of marketing that builds relationships.Building a Positive Culture(00:07:17) Joe advises shop owners to establish a strong internal marketing plan and a positive culture before spending more on advertising.The Hospitality Industry(00:09:04) The speakers discuss how auto repair shops should adopt a hospitality mindset, similar to restaurants and hotels, to improve customer experience.The Walt Disney Effect(00:10:33) Joe explains how customers judge a shop on how they were treated, not the technical details of the repair.A Real-World Example(00:14:15) Joe shares a story of a large shop that thought it had a car count problem but actually had an internal process problem.The Dangers of Automation(00:18:54) Brian shares examples of how automated call trees and poor service advisor responses can undermine even the best marketing efforts.Mapping the 5-Star Experience(00:21:41) Joe outlines the steps to creating a world-class customer experience, from their first online search to post-repair follow-up.Remembering the Details(00:24:32) The importance of using the shop management system to note personal details about clients to build stronger, lasting relationships.What to Do Before Spending on Marketing(00:27:01) Joe advises owners to first evaluate their business goals and, most importantly, focus on the employee experience before increasing ad spend.Happy Employees Equal Happy Clients(00:29:37) The discussion emphasizes the direct link between a positive employee culture and a positive customer experience, citing Chick-fil-A as an example.Playing the Long Game(00:32:13) Brian explains why his agency advises shops with internal issues to fix those first, ensuring a better long-term marketing ROI.Fix the Shop Owner First(00:33:37) Joe stresses that a shop's success often starts with the owner's mindset, leadership, and willingness to address internal problems.How to Contact Joe Marconi(00:36:03) Joe shares how listeners can get in touch with him and Elite Worldwide for coaching and advice. Lagniappe (Books, Links, Other Podcasts, etc) Unreasonable Hospitality Thanks to our Partners, Shop Boss and AppFueled This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ 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/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ 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/

    Advertising Doesn't Fix Car Count Problems with Joe Marconi [E215]

  5. Jul 22

    Most Commonly Found Missed Marketing Opportunities [E214]

    Thanks to our Partners, Shop Boss and AppFueled Every day, auto repair shops leave valuable marketing opportunities on the table without even realizing it. From missing website essentials and weak SEO to underperforming Google Ads, Local Service Ads, and inconsistent social media, Kim Walker and Shop Marketing Pros' Market Service Advisor Michael Doherty break down the most common issues uncovered during digital marketing inspections. They explain why these overlooked details matter, how they impact your visibility and growth, and the practical steps you can take to fix them. If you want more qualified customers finding and choosing your shop, this is an episode you won't want to miss. Listen now and discover how a digital marketing inspection can uncover hidden opportunities to help fill your bays. Show Notes with Timestamps Introduction to the Episode (00:01:19) Kim and Michael introduce the topic: commonly missed marketing opportunities found during a "digital marketing inspection" for auto repair shops.What is a Digital Marketing Inspection? (00:02:31) Michael explains that a digital marketing inspection is an evaluation of a shop's current marketing efforts, similar to a DVI.How to Get a Digital Marketing Inspection (00:03:41) Michael details the process for booking a free discovery call and digital marketing inspection through the Shop Marketing Pros website.Common Website Issues (00:07:28) Discussion on shops having no website, lacking personalization, missing clear calls to action, and overusing stock or AI-generated images.SEO: Google Business Profile Optimization (00:14:06) The importance of optimizing a Google Business Profile, including updated photos and responding to reviews with relevant automotive keywords.SEO: Lack of an SEO Footprint (00:19:07) Michael discusses how many shops have zero SEO visibility, which hurts their ability to be found by new customers online.SEO: The Importance of a Blog (00:22:34) The role of consistent, content-rich blog posts in providing search engines with information to rank the shop as a relevant result.Digital Ads: Local Service Ads (LSA) (00:25:10) An overview of Google's Local Service Ads, common setup frustrations, and the importance of optimizing them by rating calls.Digital Ads: Cookie-Cutter Google Search Ads (00:29:24) Many shops use generic, unengaging ad copy and are often unaware of what their own ads even look like.Digital Ads: Unhealthy Ad Budgets (00:34:53) Shops often set ad budgets that are too low to be effective, causing their ads to shut off prematurely.Social Media: Strategy and Content (00:38:41) Many shops lack a social media strategy, don't post consistently, or fail to use authentic photos and videos.Social Media: Does it Impact Car Count? (00:43:31) Discussion on the myth that social media doesn't bring in customers and the importance of tracking how customers find you.Social Media: The StoryBrand Framework (00:46:14) The importance of using a customer-first messaging framework like StoryBrand to create more effective and engaging social media content. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc) Shop Marketing Pros – Book a Discovery Call / Digital Marketing Inspection Thanks to our Partners, Shop Boss and AppFueled This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ 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/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ 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/

    Most Commonly Found Missed Marketing Opportunities [E214]

  6. Jul 15

    What It Really Takes to Become the Best Place to Work [E213]

    Thanks to our Partners, Shop Boss and AppFueled Winning the Vision Hi-Tech Training & Expo Best Place to Work Award isn't something that happens by accident. It’s the result of years of intentionally building a culture where people want to come to work, grow, and succeed. In this conversation, Brian and Kim sit down with Matt Mevert of Mevert Automotive & Tire Center to unpack what it really takes to create an award-winning workplace. Matt shares the emotional story behind receiving the recognition, explains why culture has to be designed, not left to chance, and discusses the role core values play in hiring, leadership, accountability, and making difficult personnel decisions. The conversation also explores how great teams are built, why character matters more than technical ability, and how protecting your culture ultimately leads to a stronger business. If you're looking to build an auto repair shop where great employees want to stay and thrive, this is an episode you won't want to miss. Listen now and discover practical leadership lessons you can start applying in your shop today. Show Notes with Timestamps Introduction and Guest Welcome(00:00:10) Host Brian Walker introduces co-host Kim and guest Matt Mevert, owner of Mevert Automotive and Tire Center.Vision's "Best Place to Work" Award(00:01:20) Kim congratulates Matt on his shop winning the "Best Place to Work" award at Vision, nominated by his team.Matt's Reaction to Winning(00:03:42) Matt shares his emotional reaction to the award, realizing his team nominated him and the significance of the recognition.The Importance of Team Nomination(00:05:48) The hosts and Matt discuss how an award nominated by one's own team is the most meaningful form of recognition.Intentionally Designing Workplace Culture(00:08:38) Matt explains that a positive workplace culture doesn't happen by accident; it must be intentionally designed and cultivated.Developing and Implementing Core Values(00:10:13) Matt details the process of creating, refining, and integrating core values into the shop's daily operations and decision-making.The Hiring Process and Cultural Fit(00:16:45) The discussion shifts to the hiring process, focusing on finding candidates who are a good cultural fit beyond technical skills.Dealing with Toxic High-Performers(00:23:58) Matt shares his experience with a high-producing but toxic technician and the positive impact of their departure on team morale.Team Building Activities(00:29:54) Matt describes their twice-a-year team building events, like a lake day and a Christmas party, to foster bonding.Employee Appreciation and Recognition(00:32:16) Discussion on how the shop shows appreciation through birthday desserts, morning shout-outs, and a core values sticker reward system.Measuring Workplace Culture(00:35:21) Matt discusses the challenges of measuring culture and the importance of building trust so employees feel safe raising concerns.Leadership Advice: Rapid Fire Questions(00:43:26) Kim asks Matt a series of rapid-fire questions on leadership books, best advice, habits, and employee benefits. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Lagniappe (Books, Links, Other Podcasts, etc) The 21 Irrefutable Laws of Leadership by John Maxwell Vision Hi-Tech Training & Expo Thanks to our Partners, Shop Boss and AppFueled This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ 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/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ 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/

    What It Really Takes to Become the Best Place to Work [E213]

  7. Jul 8

    Why Customers Ghost You: 7 Reasons Great Customers Don’t Come Back [E212]

    Thanks to our Partners, Shop Boss and AppFueled Have you ever looked at a customer who spent thousands with you, loved your shop, left great reviews... and then just disappeared? You know- that head-scratching moment. We’re going to unpack it for you today! Kim Walker explores the real reasons loyal customers disappear after what seemed like a great visit and shares seven practical insights to help auto repair shop owners create memorable experiences that keep clients coming back. From strengthening follow-up systems and building genuine relationships to creating emotional connections that extend beyond the repair, this episode challenges you to look at every customer touchpoint with fresh eyes. If you're ready to improve retention, increase customer loyalty, and become the first shop your clients think of when they need service again, this is an episode you won't want to miss. Listen now and discover how to stop customers from ghosting your shop and start building relationships that last. Show Notes with Timestamps Introduction(00:00:09) The host introduces the episode's topic: seven reasons why great customers don't return to an auto repair shop.Sponsor Shout-out(00:00:50) A sponsored message from Shop Boss, a shop management software, and App Fueled, a custom app creation company.The Forgettable Experience(00:01:15) Most customers don't leave because they're unhappy; they leave because the experience was forgettable and didn't create a lasting impression.Personal Anecdote: Small Woods(00:02:57) The host shares her loyalty to the company Small Woods, highlighting their easy purchasing process and excellent customer service.Common Reasons for Customer Departure(00:04:09) Discusses practical reasons customers leave, such as life changes, moving, selling a vehicle, or sticker shock after a large repair.Loyalty is Built Between Visits(00:05:23) The host shares a story about firing a doctor for poor communication, emphasizing that loyalty is built through ongoing engagement.Competitors Are Marketing to Your Customers(00:08:30) If you aren't staying top-of-mind with your customers, your competitors are, and they will likely be remembered first.Leveraging Modern Marketing Tools(00:09:11) Highlights the numerous automated marketing tools available today, like text and email campaigns, to stay in touch with customers.The Customer Journey as a Marketing Opportunity(00:10:20) Every touchpoint, from online reviews to in-shop visits, is a chance to create a memorable and standout customer experience.Second Sponsor Segment(00:11:33) A detailed sponsored message from Shop Boss and App Fueled, explaining their features and benefits for auto repair shops.Creating an Emotional Connection(00:13:55) Trust gets customers in the door, but a genuine emotional connection beyond the transaction is what brings them back.Clarity Break Questions(00:16:36) The host suggests questions for shop owners to reflect on, such as defining a "lost" customer and creating win-back campaigns.Actionable Steps for Re-engagement(00:18:00) Recommends pulling a list of dormant customers and creating a team plan to re-engage them through calls or messages.The Goal is Building Lasting Relationships(00:19:04) The ultimate goal isn't just fixing cars but building strong, memorable relationships that ensure customer loyalty and make you top-of-mind.Final Thoughts and Call to Action(00:22:23) The host encourages listeners to provide feedback, leave reviews, and explore other shows on the Automotive Repair Podcast Network. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Thanks to our Partners, Shop Boss and AppFueled This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ 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/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ 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/

    Why Customers Ghost You: 7 Reasons Great Customers Don’t Come Back [E212]

  8. Jul 1

    What Shop Owners Need to Know About Meta One [E211]

    Thanks to our Partners, Shop Boss and AppFueled This week, Caroline Legrand and Hallie Wasinger take over the mic to break down one of Meta's biggest changes for businesses in years: Meta One. They explain what this new subscription service is, how it differs from Meta Verified, and what it could mean for auto repair shop owners who rely on Facebook and Instagram for marketing. From enhanced account protection and advanced analytics to increased visibility and AI-powered features, they discuss which shops may benefit, which features are worth watching, and why being an early adopter could provide a competitive advantage. If you want to stay ahead of the constant changes in digital marketing and understand how these updates could impact your shop, this is an episode you won't want to miss. Listen now to learn whether Meta One deserves a place in your marketing strategy and how you can prepare before it rolls out in the United States. Show Notes with Timestamps Introduction to the Episode (00:00:09) Special host Caroline Legrand and co-host Hallie Wasinger introduce the topic: Meta One, the new paid subscription from Meta.Sponsor Messages (00:01:17) Advertisements for Shop Boss management software and App Fueled custom loyalty apps for auto repair shops are presented.Meta's New Paid Subscriptions (00:01:41) Discussion on Meta's new paid subscriptions, distinguishing them from Meta Verified and introducing the Meta One Essential and Advanced plans.Rollout and Pricing Tiers (00:02:52) Details on the six subscription tiers, pricing ranging from $2.99 to $49.99, and its current international rollout status.Why Pay for Meta Services? (00:04:25) The hosts discuss the value proposition of paying for Meta's services, framing it as a form of business insurance.Meta's Response to AI Search (00:06:34) Hallie explains that Meta One is a strategic response to the consumer shift from traditional search to AI-powered search.Meta Verified vs. Meta One (00:08:36) A clear distinction is made between Meta Verified (the blue checkmark) and the more comprehensive features offered by Meta One.Meta One Advanced Plan Features (00:10:43) A breakdown of the Meta One Advanced plan, including prominent placement in search, advanced analytics, and enhanced scheduling tools.Second Sponsor Segment (00:12:21) Additional sponsor messages from Shop Boss, highlighting its ROI dashboard and Boss Pay features, and from App Fueled.Clarifying Meta One's Benefits (00:14:24) The hosts clarify that Meta One offers increased visibility and deeper insights, rather than a direct increase in post reach.Impact on Content Scheduling (00:16:40) Discussion on how Meta One expands content scheduling capabilities, allowing users to schedule posts up to a year in advance.Meta One and Advertising Strategy (00:18:19) How advanced analytics from Meta One can inform organic content and ad strategies, though it doesn't directly impact ad costs.Advanced Protection and Content Credit (00:20:52) Details on the premium protection features, including direct human support and notifications when others use your original content on Facebook.Who Should Consider Meta One? (00:23:09) The hosts identify which types of shops would benefit most, emphasizing it as a trust signal for local businesses.The Future of Social Media Marketing (00:25:11) The hosts reflect on the evolving landscape of social media, encouraging early adoption of new tools to stay competitive.Final Recommendations and Outro (00:30:31) Final thoughts on the importance of being a top-tier shop and a thank you to the listeners and network. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc) Meta One Subscriptions ChatGPT Claude AI Thanks to our Partners, Shop Boss and AppFueled This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ 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/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ 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/

    What Shop Owners Need to Know About Meta One [E211]
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The Auto Repair Marketing Podcast with Kim and Brian Walker. Experts in their field who work with shop owners take it to the next level and create a unique approach to marketing. See the growth in your business you’ve been working so hard for by using time-proven marketing that works, fueled to go further by your shop's uniqueness.

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