Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode In Our Episode Today: Whether you're a business owner, client service advisor, manager, or mechanical specialist, you WILL eventually be confronted with negative talk from within our own industry. It's usually not blatant. It's often subtle. It always puts the industry in a bad light. It hurts ALL of us whenever it happens. How we conduct ourselves in these moments sets us apart as true ambassadors for the automotive service profession, and that's why it’s our topic today. I hope that our loyal listeners will see the cases where badmouthing happens against you as an opportunity to contrast your shop as the real professionals you are. Sometimes, it felt like our part of the industry was a constant struggle with undercutters that would attempt to blacken our good name. I'll walk you through what I learned across twenty years as a transmission specialist. How to acknowledge the client's real concern without getting defensive, and how you can't explain value until you've earned trust and respect. We’ll cover: APAC (APAC was introduced in Episode 31 with Dennis McCarron) in action even when the poison runs deep and a customer wants their car OUT. The hardest preventative move—walking into their facility to introduce yourself. And the dream scenario where other facilities call to say, "your client is shopping—we told them they're in good hands." Our word of the day: Magnanimous— Adjective. Showing generosity toward competitors. Gracious or forgiving, especially toward a rival or less powerful person. By maintaining professionalism, by being magnanimous, you win even if you do lose an occasional service order. Thanks for keeping your talk UP! Sincerely, Craig O'Neill Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace. AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. Contact...
