The Auto Repair Marketing Podcast – Details, episodes & analysis

Today, we're excited to have a special guest with us, Craig O'Neill, a seasoned communication expert.

In this episode, we'll dive into Craig's unique approach to effective communication in the auto repair industry. We'll explore how he defines and measures communication success, the art of creating positive first impressions, and the crucial role of clear, transparent interactions in building client trust and retention.

We'll also discuss the impact of personalized communication, the importance of networking, and strategies for handling difficult conversations. Plus, Craig will share his insights on overcoming unexpected challenges in public speaking and his top-tier advice for shop owners looking to enhance their communication skills.

Tune in for a wealth of knowledge and practical tips that can transform how you communicate in your business.

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)

• Speak Up! Effective Communication with Craig O’Neill
• Comfort Crisis: Embrace Discomfort to Reclaim Your Wild, Happy, Healthy Self by Michael Easter
• Scarcity Brain: Fix Your Craving Mindset and Rewire Your Habits to Thrive with Enough by Michael Easter
• Remarkable Results Toastmasters Club

How To Get In Touch With The Guest

• Speak Up! Effective Communication with Craig O’Neill
• LinkedIn - https://www.linkedin.com/in/craigoneillaam/

Show Notes with Timestamps

• Introduction to the Episode (00:00:01) The host welcomes listeners to episode 116 and introduces guest Craig O'Neill.
• Discussion on Communication (00:01:36) Craig and Kim explore the importance of communication and daily conversations.
• Inspiration from Fitness Influencers (00:02:47) Fitness enthusiast Joey Swole and discusses gym etiquette.
• Walking and Inspiration (00:03:10) Craig shares insights on walking as a source of inspiration and connection with his wife.
• Toastmasters Experience (00:04:18) Craig reflects on his five-year journey in Toastmasters and its impact on communication skills.
• Learning to Listen (00:05:11) The speakers discuss the importance of listening and how Toastmasters fosters this skill.
• Power of the Pause (00:09:17) They highlight the significance of pausing during conversations to enhance communication.
• Influential Authors (00:10:57) Craig talks about authors like Michael Easter and their impact on his communication journey.
• Turning 40 and Fitness Changes (00:12:26) Craig shares his new fitness regimen as he approaches his 40th birthday.
• The Comfort Crisis Book (00:14:11) Discussion on how the book “The Comfort Crisis” has influenced Craig’s perspective on health.
• The Importance of Influence (00:14:36) Craig discusses the amplification effect of networks and how individuals can inspire each other in unexpected ways.
• New Workout Regimen (00:15:56) Craig shares his new workout routine involving a rucksack, which he started on his 40th birthday.
• Reflecting on Podcast Hosting (00:18:09) Craig recounts his initial reaction when asked to host a podcast, feeling surprised and honored.
• The Essence of Good Communication (00:19:14) Kim highlights Craig's natural ability to communicate and connect with others easily.
• Listening vs. Hearing (00:23:18) Craig emphasizes the importance of genuinely listening to people to foster meaningful conversations.
• Communication Challenges in Family Business (00:26:36) Craig reflects on communication mistakes and challenges faced in their family business.
• The Spiral of Dysfunctional Communication (00:27:51) Craig discusses how anger and frustration can lead to a downward spiral in communication dynamics.
• The Importance of Connection (29:30) Discussion on how people often don't reach out for help and the importance of community.
• Facebook Group Dynamics (29:53) Kim shares her protective approach to managing their Facebook group and the excitement of welcoming new members.
• Influence of Dale Carnegie (30:34) Kim discusses the impact of "How to Win Friends and Influence People" on personal relationships and communication.
• Tips for Remembering Names (33:00) Craig shares strategies for helping others remember your name in networking situations.
• The Art of Introduction (35:30) The significance of introducing people and creating connections in networking events is highlighted.
• Navigating Hard Conversations (38:02) Kim shares her experience with difficult conversations and encourages others to engage in them for peace.
• Strategies for Effective Feedback (41:34) Craig discusses the importance of giving constructive feedback and the principles behind having hard conversations.
• The Challenge of Hard Conversations (42:59) Craig expresses his discomfort with hard conversations and the need for ongoing discussions about them.
• Crisis Management in Speaking (00:43:43) Discussion on handling unexpected crises while presenting and how it can alleviate nerves.
• Compartmentalizing Emotions (00:44:37) Kim shares her experience of compartmentalizing personal issues during a presentation for better focus.
• Unexpected Medical Situation (00:45:35) Brian's heart procedure causes a last-minute change in Kim's travel plans to Ogden, Utah.
• Transparency in Teaching (00:46:28) Kim emphasizes the importance of being open and vulnerable with the audience during her presentation.
• Inspiring Moments in Toastmasters (00:47:40) Craig praises Kim’s ability to connect with her audience and inspire them through her teaching.
• Handling Last-Minute Changes (00:49:05) Craig recounts stepping in to lead a session after his colleague had to leave unexpectedly.
• The Importance of Mentorship (00:50:10) Craig reflects on how mentorship shaped his speaking skills and prepared him for unexpected challenges.
• Impact of Communication Skills (00:51:42) Discussion on the significance of developing communication skills for personal and professional growth.
• Audience-Centric Approach (00:52:32) The speakers stress that effective communication is about focusing on the audience, not oneself.
• Respectful Communication (00:53:02) Craig shares a lesson from his mentor on dressing appropriately to show respect for the audience.
• Overcoming Speaking Anxiety (00:54:00) Kim narrates her experience of speaking after a famous singer and how she managed her nerves.
• The Power of Honesty (00:56:01) Kim discusses using honesty and transparency to connect with the audience and diffuse anxiety.
• Speed Round (00:56:36) A quick-fire segment where Kim and Craig answer fun questions about preferences and communication.
• Introduction to Speak Up (00:57:48) Craig promotes his new show on effective communication, highlighting its availability on the aftermarket radio network.
• Closing Remarks (00:58:02) Kim and Craig reflect on the enjoyable conversation, hinting at the potential for a longer discussion.
• Podcast Sign-Off (00:58:04) Kim thanks listeners for tuning in and promotes the Auto Repair Marketing Podcast.
• Show Recommendations (00:58:11) Kim shares information about other shows on the aftermarket radio network, including Craig’s new show, Speak Up.
• Final Thoughts (00:58:31) Listeners are encouraged to engage with the podcast and suggest topics for future discussions.

How To Get In...

When running your auto repair shop, burnout, stress, and exhaustion can feel like constant companions. How do you reignite your passion and find balance amidst the daily challenges?

In this episode of the Auto Repair Marketing Podcast, Kim Walker hosts a solo cast with guest Jeff Salzenstein, a former professional tennis player turned coach and speaker. 

Jeff shares his transformative journey from the tennis courts to becoming a coach focused on holistic well-being. He offers invaluable insights on overcoming adversity, redefining success, and managing burnout and stress through practical techniques like heart-focused breathing and tapping. 

Jeff’s emphasis on resilience, mindset, and the interconnectedness of mind, body, and soul will inspire and equip you with tools to enhance your personal and professional well-being.

Tune in for an episode packed with actionable strategies to help you thrive in both your business and personal life. Don’t miss it!

Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops

How To Get In Touch With The Guest

https://www.jeffsalzenstein.com/ 

https://www.instagram.com/jeffsalzenstein/ 

https://www.facebook.com/jeffsalzensteinspeaker 

Show Notes with Timestamps

• Introduction and Sponsorship (00:00:01) The podcast host introduces the episode and thanks RepairPal for sponsoring the show.
• Meeting Jeff (00:00:10) Kim Walker discusses her excitement about having Jeff as a guest, highlighting their recent connection.
• Unleashing the Champion Within (00:01:19) Jeff shares insights on his coaching philosophy, focusing on mental health and overcoming limiting beliefs.
• Jeff's Professional Tennis Background (00:02:54) Jeff recounts his experiences as a professional tennis player and the challenges he faced.
• The Pressure of Performance (00:03:25) He describes the anxiety before a significant match and the importance of mental focus.
• Tapping into the Zone of Excellence (00:04:26) Jeff explains the concept of finding a "zone" during competition, leading to peak performance.
• Limiting Beliefs and Success (00:07:04) The conversation shifts to how limiting beliefs can hinder personal and professional success.
• Redefining Success (00:08:45) Jeff reflects on how his definition of success evolved over time, influenced by personal experiences.
• Pivotal Moments in Life (00:09:51) He shares defining moments that shaped his journey, including injuries and personal challenges.
• Transition to Coaching (00:12:31) Jeff discusses the moment he decided to become a coach, driven by a desire to help others.
• Helping Burnt-Out Shop Owners (00:14:56) The conversation addresses strategies to support shop owners feeling exhausted and overwhelmed.
• Creating Your Reality (00:15:32) Discussion on how personal responsibility shapes one's reality and the importance of mindset.
• Taking Responsibility (00:16:31) Emphasizing the freedom that comes from acknowledging personal responsibility in one's circumstances.
• The Power of Words (00:17:33) The impact of language on reality and the importance of speaking positively about one's situation.
• Finding Efficiency (00:19:17) Exploring options when unhappy in a career, including improving efficiency or re-evaluating one's path.
• Listening to Your Heart (00:20:35) The importance of aligning head and heart in pursuing personal fulfillment and career satisfaction.
• Focusing on Creation (00:20:51) Encouraging a shift from negative focus to creating what one truly desires in life.
• Defying Age Expectations (00:22:02) Discussing persistence in achieving success later in life, using tennis as an example.
• Embracing Suffering (00:24:02) Understanding the role of failure and suffering in personal growth and resilience.
• The Zen of Discomfort (00:26:41) The paradox of embracing discomfort to facilitate growth and change in life.
• Practical Breathing Techniques (00:28:34) Introducing heart-focused breathing as a method to manage stress and improve emotional regulation.
• Breathwork and Its Benefits (00:29:54) Discusses the importance of breathwork for mental and emotional health, highlighting techniques like box breathing.
• Tapping Technique for Stress Relief (00:31:52) Explains how tapping acupressure points can significantly reduce anxiety and stress levels.
• Nature Walks to Combat Anxiety (00:33:13) Emphasizes the benefits of walking outside for mental health, particularly for shop owners.
• Creating a Positive Work Culture (00:34:16) Describes how to instill micro habits in organizations to promote gratitude and well-being.
• Managing Emotions Effectively (00:35:55) Discusses the importance of expressing emotions and regulating them through breath and physical activity.
• Curiosity About Personal Habits (00:38:47) Encourages listeners to investigate their habits for better mental and physical health.
• Personal Story of Resilience (00:40:34) Shares a personal story about overcoming struggles and the impact of family on personal growth.
• Offering Support to Those in Need (00:42:19) Highlights the importance of reaching out and offering help to those struggling with mental health issues.
• Contact Information for Support (00:43:45) Provides Jeff's contact details for listeners seeking guidance or support in their personal journeys.
• Invitation to Speak (00:45:00) Jeff expresses his willingness to speak at events and share his experiences.
• Industry Connections (00:45:42) Kim plans to connect Jeff with industry professionals for speaking opportunities.
• Future Conversations (00:45:49) They discuss the potential for future episodes and deeper conversations.
• Podcast Closing (00:46:01) Kim thanks the audience and encourages them to tune in next week.
• Listening Options (00:46:03) Information about where to find the podcast on various platforms is shared.
• Final Remarks (00:46:33) The episode concludes with a reminder to engage with the podcast and its hosts.

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - podcast@shopmarketingpros.com 

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)

• Discussion on the importance of service advisors in customer retention and the start of the interview with Rena Greenbaum.

Rena's journey into service advisor training (00:01:10)

• Rena's transition from being a service advisor to becoming a trainer and her approach to one-on-one training.

The impact of shop owners' vision (00:04:53)

• The significance of communicating the shop's vision to service advisors and aligning it with customer expectations.

Building trust and communication (00:08:28)

• The role of service advisors in building trust through clear communication and setting expectations with customers.

Creating a raving fan experience (00:11:14)

• The importance of having a clear process and expectations for service advisors to create exceptional customer experiences.

The technician's happiness (00:15:33)

• The impact of a supportive service advisor on a technician's thoroughness and customer communication.

Creating a raving fan experience (00:16:42)

• The positive outcomes of taking time with customers and creating loyalty through thorough communication.

Advisors' extra level of communication (00:17:03)

• The importance of personalized communication and setting expectations with customers to build a positive experience.

RepairPal's mission (00:18:34)

• Promotion of RepairPal's mission to put trust back in auto repair and its benefits for shop owners.

Building trust through communication (00:19:43)

• The impact of spending time with customers and building trust through clear communication and thoroughness.

Understanding and confidence in car repair (00:21:28)

• The importance of explaining car repair in understandable terms and building confidence in customers.

Communication methods and customer loyalty (00:22:22)

• The impact of communication methods on customer loyalty and the value of phone calls in building relationships.

Coaching for shop owners (00:23:21)

• The role of coaching for shop owners in improving business and customer relationships.

Improving advisor-shop owner relationships (00:27:33)

• The importance of shop owners setting up advisors for success and seeking coaching for business improvement.

Advisors' role and responsibilities (00:29:03)

• The responsibility of shop owners to set up advisors for success and the importance of following processes and policies.

Retention starts with communication (00:30:04)

• Discussion on the importance of clear communication and setting expectations for customer retention.

Common service advisor challenges (00:31:07)

• Identifying common issues such as lack of empathy, rushed communication, and setting specific update times.

The controversial "just say yes" approach (00:32:45)

• Debate on the idea of saying yes more often to customers and the missed opportunities of unnecessary nos.

Transitioning from no to yes (00:34:33)

• Challenges of changing the approach from saying no to finding ways to say yes to customers' requests.

Hiring service advisors (00:37:27)

• Qualities to look for in service advisors, the hiring process, and the importance of involving the existing staff in the hiring decision.

Finding potential service advisors (00:40:43)

• Discussion on professions that translate well into service advisor roles, such as hospitality and hotel management.

Final advice and contact information (00:41:04)

• Encouragement to consider adding more advisors and providing coaching or training, along with contact details for further inquiries.

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - podcast@shopmarketingpros.com 

There’s no lack of discussion about this topic throughout the Aftermarket Radio Network, but it’s made such an impact on our business that we have to add in our thoughts. The thing that we’d implement… is EOS. The Entrepreneurial Operating System. EOS will fix nearly any problem in your business, and we’ll never run another business without it. Listen to hear why we’re so passionate about it!

Talking Points

• EOS: Entrepreneurial Operating System
• Core Values, Vision, 3 Year & 1 Year Goals, 10-Year, 
• L10, Departmental L10’s, Operational L10
• Firefighting, no more. 
• Can’t go on vacation? 
• EOS sets a plan, process and a place to look to and achieve. It empowers people. It creates team camaraderie and company culture. 
• How would we see EOS working in a shop? 
• Leadership
• Front of House (service advisors, customer service)
• Back of House (techs, parts, tools)
• Lots of shops are EOS Shops! Check out Barry Barrett (former shop owner, Sales Trainer, and EOS Implementor) on the ARN with Carm! 

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - podcast@shopmarketingpros.com 

Lagniappe (Books, Links, Other Podcasts, etc)

• Traction Book
• Rocket Fuel Book
• EOS
• Watch EOS on the Aftermarket Radio Network

Thanks to our partner, RepairPal. Visit the Web HERE

The number of awards available for auto repair shops to apply for can be overwhelming, but very few shops actually apply for them. Recognition for your shop or your staff brings many opportunities for marketing, showing appreciation, and more. Savvy shop owners will prioritize getting these awards, Listen as Kim and Brian talk about why.

Talking Points

• Every year there are multiple opportunities to take advantage of awards and scholarships. 
• VISION (MWACA)
• ASOG
• AAPEX (AUTO CARE ASSOCIATION)
• WOMEN IN AUTO CARE
• Why nominate yourself?
• You need help
• You do not have the budget to attend
• You want to show your team you are not afraid or too proud to take advantage of the offerings available
• Why nominate others?
• It’s the right thing to do.
• It fits into your core values.
• You want to recognize others for their contributions.
• How to prep?
• Start NOW. Start collecting the right types of information. 
• Photos
• Videos
• Testimonials
• Know your numbers
• Add all these to a Google Folder
• Pay attention to the awards/scholarships available throughout the year so you can be ready next time.
• You win. Now what?
• Tell the world.
• Don’t be too proud not to. 
• Share the great news.
• Social
• Write a blog about what it means to you
• Do a video sharing your gratitude/thanks
• Put it on display
• Celebrate with your team
• Write a press release

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - podcast@shopmarketingpros.com 

Thanks to our partner, RepairPal. Visit the Web HERE

Have you ever been in a place in life where you never seemed to be satisfied? Where nothing made you happy? Where every time you got something you’d been working towards you were met with disappointment? This is where I (Brian) found myself and it caused me to go on a journey to figure out why. In this episode, I talk about what I found along that journey.

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - podcast@shopmarketingpros.com 

Lagniappe (Books, Links, Other Podcasts, etc)

Podcast: Never Satisfied? Always Feel Like You’re Chasing The Next Thing? Here’s Why with Dr. Daniel Z. Lieberman

Thanks to our partner, RepairPal. Visit the Web HERE

Short format video (Reels, TikToks, YouTube Shorts) is the latest trend in social media. This week we met up with Justin Allen at ASTE. Justin serves Western North Carolina as the “Nice Guy at Large” with Hunter Engineering Co.. If you know Justin, you know he’s a pro at using short-format video. If you don’t know Justin, you’ll definitely want to follow him after you listen to this episode!

Talking Points

• Why Justin invested so heavily in video
• How video has changed in the time he’s been using it
• How has video impacted his sales efforts
• What equipment Justin uses most often
• The editing tool that makes short format video super easy to create
• How to get over the fear of the camera
• How to get started with short format video

How To Get In Touch with Justin

TikTok: https://www.tiktok.com/@jallenhunter 

Instagram: https://www.instagram.com/j_allen_hunter/ 

Facebook: https://www.facebook.com/jallen.hunter 

LinkedIn: https://www.linkedin.com/in/justin-allen-85209949/ 

Thanks to our partner, RepairPal. Visit the Web HERE

Hey friends! Welcome to our newest episode of the Auto Repair Marketing Podcast. Today I am excited to have some amazing ladies on the podcast with me! Leigh Anne Best + Laura Frank with Brakes for Breasts are here with me today and it’s going to be amazing!

Talking Points

• How I found out about B4B (Carm’s podcast!) when B4B was nearing the $1M mark a few years ago
• As business owners…. We have visibility. With visibility comes responsibility. BOOM!
• Let’s talk stats. You have so many on your website!
• Nearly 300K will be diagnosed | Over 40K will die — in 2022
• $1.4M since 2011
• Over 100 repair shops
• What made you start the organization?
• Leigh Anne and Laura’s most memorable moment with B4B
• Getting connected to Dr. Tuohy - the Cleveland Clinic
• B4B makes it so easy, having done the groundwork for shops to get involved
• What B4B hopes to accomplish THIS year
• What B4B is going to look like in 5 years
• What you can do to get involved
• The “best” time of the year for the shops to get started with you/signing up

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - podcast@shopmarketingpros.com 

Lagniappe (Books, Links, Other Podcasts, etc)

• Brakes for Breasts Website
• Brakes for Breasts on multiple other episodes on the Aftermarket Radio Networ

Thanks to our partner, RepairPal. Visit the Web HERE

Did you know that April is National Car Care Month and October is Fall Car Care Month? These two months are a great way to bring awareness to auto repair while also marketing your shop. Listen in as Brian and Kim talk about marketing your shop through these months and planning a car care clinic.

Talking Points

• October + April - Car Care Months
• What we did at our shop
• Where to find resources: EVERYWHERE. Google, YouTube, Organizations, Other Shops
• Toolkits, social graphics, press releases, videos
• A Saturday clinic
• Quick overview/check-over
• Not a sales event
• All preventative
• Bring in parts suppliers, complimentary businesses, jump houses, child safety seat inspections & demonstrations, raffles
• Get organized
• All month long
• Be open to “Car Care Month Inspections” all month.
• Consider making a donation to a local charity for each inspection.
• Take photos of each inspection and share on social
• Do “Live” videos, reels, TikToks throughout the month
• Promote your event: press releases, FB events, Chambers of Commerce, BNI groups, radio stations, your events page of your website

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - podcast@shopmarketingpros.com 

Lagniappe (Books, Links, Other Podcasts, etc)

• Host a Car Care Event
• Car Care Guide
• Social Graphics
• Articles
• Videos

Thanks to our partner, RepairPal. Visit the Web HERE

Our guests in this episode of The Auto Repair Marketing Podcast are Tim Chakarian of Bimmer PHD and Tatsu Tsuchida of Tokyo Automotive. We talk about a lot in this episode, including guerrilla marketing, 20 groups, and industry associations. Tim and Tatsu both run incredible shops and are very involved at an industry level. They believe in learning from and helping other shop owners.

Talking Points

• Tim and Tatsu both have had great success in using “bird droppings” to market their shops
• Both also have gifts that they give to their clients
• The relationships they have built with each other and other shop owners through their 20 group have had a large impact on their business and themselves personally
• Being a member of ASCCA has allowed them to work with other local shop owners and create relationships that benefit their clients

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com 

Facebook - facebook.com/shopmarketingpros 

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros 

Questions/Ideas - podcast@shopmarketingpros.com