Episode 189 - Empowering Service Managers Through Coaching and Communication With Brandon Jones of Limitless Leadership

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In this episode, Lucas and David are joined by Brandon Jones, Vice President of Limitless Leadership. Brandon shares a compelling story about educating a customer on her vehicle’s extensive issues, emphasizing the importance of clear communication in the industry. David and Lucas discuss the often unrealistic expectations customers have when purchasing cheap, older vehicles, highlighting the financial struggles many face in maintaining them. They also reflect on the emotional toll of negative feedback and the challenges of providing exceptional customer service in their shops and through their podcast.

00:00 Weekly one-on-one coaching for service managers.
04:25 Creating well-rounded individuals enhances professional and personal lives.
09:56 Customer upset over costly vehicle repairs.
13:10 People repeatedly seek charity for vehicle repairs.
14:21 90-year-old lover questions extensive vehicle repairs.
20:51 Explaining repair avoided customer's unnecessary stress.
22:32 Closed shop due to financial strain, relocated south.
25:59 Reconnected to disrupt automotive industry through coaching.
30:33 Axle problem persists despite new stubs.
32:50 No new appointments, concerned about manager’s performance.
35:35 Predicting then mimicking behavior in a conversation.
39:29 Vehicle seen on tow truck after repair.
42:02 Took personal pride in family's community legacy.
46:21 Customer dissatisfaction is their problem, not mine.
48:07 Frustration with business books; desire to share nihilism.
53:17 Mixed blizzard poorly, all frosting at bottom.
54:43 People prefer spending on wants, not needs.
57:59 Needed sun for my pale legs.