In this Mastermind style podcast episode of the Aftermarket Radio Network's Town Hall Academy, host Carm Capriotto discuss the significance of training, customer loyalty, and the challenges of business expansion. Matt Wagg, AJ Neely, and John Long share their experiences investing in their teams' development, creating memorable customer experiences, and the personal growth required for successful leadership. They also delve into the complexities of scaling from a single shop to multiple locations, discussing the importance of readiness, strategic planning, and learning from both successes and failures in the expansion process.
- Matt Wagg, Accelerated Diagnostics and Automotive, Bennington, NE
- AJ Nealey, Nealey Auto and Tire
- 5 Locations, Edgewater, Deale, Owings, Pasadena and Rockville, MD
- John Long, Total True Automotive
- 3 Location MSO, Shertz, and New Branfels, TX
- Show Notes:
- Watch Full Video Episode
- Experience of first-time attendees at Vision 2024 conference
- Creating memorable experiences for customers
- Investment in training and its impact on team loyalty and development
- Personal and professional growth, challenges, and resilience
- Intentional leadership and instilling core values in team members
- Challenges and opportunities of business growth
- Considerations and challenges of expanding from one automotive repair shop to multiple locations
- Transition from one to two locations and the feelings and challenges associated with it
- Impact of the pandemic on plans for expansion and the need for preparation
- Acquiring new locations and ensuring a smooth transition for employees
- TIME STAMPS
- Matt Wagg's journey (00:00:39)
- Matt Wagg shares his journey into the shop business, including his business plan and speaking at a college.
- AJ Neely's experience with the podcast (00:01:08)
- AJ Neely discusses his experience with the podcast and his approach to business.
- Earning customer loyalty (00:05:14)
- The panel discusses the importance of earning customer loyalty and creating memorable experiences.
- Creating a positive customer experience (00:07:08)
- The panel talks about creating a positive customer experience and the importance of communication.
- Unexpected extras for customers (00:10:13)
- John Long shares examples of unexpected extras for customers, such as giving out stuffed animals and matchbox cars.
- Investment in training and loyalty (00:13:33)
- AJ Neely and Matt Wagg discuss the investment in training and the impact on employee loyalty.
- Significant others attending the conference (00:15:38)
- Matt Wagg discusses bringing significant others to the conference as part of the training investment.
- The impact of closing for training (00:15:46)
- The positive impact of closing for training on staff and customer perception.
- Empowering employees through training (00:16:45)
- The importance of empowering employees through training and the impact on customer and employee satisfaction.
- The importance of operational excellence (00:22:23)
- The focus on operational excellence, cross-training, and creating a consistent guest...