Customer Perceptions Part 1 – Bob Cooper and Bill Greeno [RR 773]

In this episode, we are jumping into the mind of your customer. From their perspective, do they prefer to use the term mechanic or technician? Ask a customer … How much do they think a mechanic/technician earns? What is your customer's opinion on a service advisor having visible tattoos or smelling like cigarettes? Bob Cooper asked these questions to a panel of consumers at the 2022 Elite Invitational in San Diego, and their answers will certainly surprise you. And more importantly, what should you do in your business having this knowledge? Bob Cooper, Founder/President https://eliteworldwide.com/ (Elite Worldwide). Complimentary Elite Customer Care Guide Template https://eliteworldwide.com/ARN (HERE.) Listen to Bob’s other episodes https://remarkableresults.biz/?s=%22bob+cooper%22 (HERE) Bill Greeno, https://www.qualityautomotiveservicing.com/?fbclid=IwAR2WYxjEIioybHY_EiE30Z7Co2-5LJYQLVOb8bcdvSlL3npxbT_1Rlzn0J0 (Quality Automotive Servicing), Truckee, CA. Bill’s previous episodes https://remarkableresults.biz/?s=greeno (HERE) Key Talking Points The consumer panel- you’re ideal customers, 3 from the dealership, 3 from independent   No matter how well your customers love you, they could love you like a rainbow, but there are some things that they will never ever tell you. How do we get inside of their minds and how do we learn? What's really important to them? How much a technician mechanic makes per hour? We need to get the perception and reality that people need to know you can earn a really good income in this industry  Be aware that you're gonna have a lot of customers that come in and may never come back if they smell smoke on your advisor or on any of your people and in their car. It's all marketing- align your image. Use surveys and programs to tell you what is important to customers Would you say mechanic, or would you say a technician?  Both of those terms, mechanic and technician, have a role in our industry.  A technician is a person employed to look after tech