The Gearbox Podcast

In this episode, Jimmy Purdy sits down with David Boyd to cover effective communication in the automotive industry. David emphasizes the importance of consistent and genuine customer interactions, highlighting how call coaching can significantly improve service quality. They also explore the challenges of balancing customer expectations with diagnostic processes, stressing the need for clear communication and proper investment in diagnostic equipment. 

00:00 Investment in equipment with measurable return on investment.
10:39 Educating customers on effective service scheduling process.
15:45 Utilizing technology to minimize background noise.
20:12 Using technology for efficient customer call routing.
26:07 Independent shop owners share communication process insight.
31:38 Identify and prompt callers through marketing tracking.
38:46 Importance of call coaching for effective communication.
43:28 Consistency and natural conversation are important.
48:18 Efficient tool for streamlining phone call review.
55:22 Technology is used to eliminate business process defects.
56:44 Created phone service, identified gaps and offered solutions.
01:01:36 Close relationship with owners, elevating service expectations.

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