In 8 Years I’ve Been Through 68 Service Advisors [RR 942]

carmcapriotto · April 2

Thanks to our Partner, NAPA Auto Care Recorded Live at Vision Hi-Tech Training & Expo, Jeremy O'Neal shares his journey of transforming a struggling business into a thriving enterprise, emphasizing the critical role of service advisor training. Jeremy also highlighted how understanding the business, the owner's goals, and team dynamics is essential before implementing any training program. It's not just about fixing cars; it's about creating an exceptional customer experience that drives business success. Jeremy O’Neal, Advisorfix, Freedom Auto Repair, Hesperia, CA. Previous episodes HERE. Show Notes

Service Advisor Coaching & Training: https://www.advisorfix.com/
Jeremy's Transition to Shop Ownership (00:00:36) Jeremy discusses his transition from service advisor training to owning Freedom Automotive.
The Impact of Vision 2024 (00:04:17) Jeremy and Carm discuss the impact of the Vision 2024 event on their lives and the industry.
Youth Presence at Vision 2024 (00:04:48) Carm and Jeremy discuss the significant presence of young talent at the Vision 2024 event.
Jeremy's Business Growth (00:06:56) Carm inquires about the growth of Jeremy's business over the past eight years.
The Importance of Service Advisor Training (00:07:11) Carm and Jeremy discuss the critical need for service advisor training in the automotive industry.
Jeremy's Business Transformation (00:08:55) Jeremy shares the transformation of his shop, including significant growth and plans for expansion.
The Role of Service Advisors in Business Growth (00:09:29) Jeremy discusses the potential for business growth by adding service advisors and technicians.
Customer Service Challenges (00:10:45) Jeremy and Carm discuss the decline in customer service and the impact on the automotive industry.
The Role of Customer Experience (00:12:21) Carm emphasizes the importance of creating a great customer experience in automotive repair shops.
Parenting and Cultural Observations (00:13:24) Jeremy shares his observations and concerns about modern parenting and societal changes.
Firing underperforming staff (00:15:20) Jeremy discusses his commitment to high service standards and the consequences for those who don't meet them.
Training and standards (00:16:07) Carm questions Jeremy about his work-life balance and the importance of training in maintaining high standards.
NAPA Auto Care Center program (00:16:55) Carm discusses the benefits of the NAPA brand and the Pro Image upgrade program for automotive shops.
Employee commitment and performance (00:19:00) Jeremy shares his experiences with committed but underperforming employees and the impact on customer service.
Service advisor training and culture (00:21:20) Jeremy emphasizes the importance of daily coaching and the shop owner's role in guiding training and culture.
Continuous improvement and learning culture (00:23:03) Jeremy discusses the importance of employees having a learning culture and the availability of educational content.
Phone call analysis and customer service (00:24:22) Jeremy explains the value of listening to service advisor calls for assessing competency and customer responses.
Service advisor's impact on top-line sales (00:26:26) Jeremy highlights the significant impact of service advisor competency on the shop's top-line sales.
Life Cycles with Customers (00:30:57) Jeremy shares a personal anecdote about a customer's car and the importance of understanding customer needs.
Building Trust with Customers (00:31:35) Jeremy discusses the importance of building trust with customers and ensuring they follow the shop's process for repairs.
Market Trends and Automotive Industry (00:32:52) Jeremy talks about market trends, the impact of COVID-19, and the future of the automotive industry, including the rise of EVs and hybrid vehicles.
Success in the Marketplace (00:34:19) The discussion revolves around the importance of solid processes, good people, and effective marketing to succeed in the marketplace.
Communication and Networking (00:35:18) The conversation shifts to the significance of communication and networking, including a mention of the Disney Institute's emphasis on personal interaction.
Reflecting on Life's Milestones (00:37:21) Jeremy reflects on life beyond 50, the legacy he aims to leave, and the importance of capturing special moments with loved ones.