Make Price Irrelevant [THA 228]

https://www.youtube.com/watch?v=4nBtoP83XYE Charlene Parlett, AMAM, CEC, ATI Executive Coach Charlene is an Executive Coach at ATI, is a former shop owner, and has been a coach for 6 years. Charlene helps clients find the right solutions to their challenges and encourages them to make the changes that result in having the life they dreamed about when they got into business ownership. Find Charlene's previous episodes https://remarkableresults.biz/?s=%22charlene+parlett%22 (HERE) Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes https://remarkableresults.biz/?s=Maylan+Newton (HERE). “He is ‘just a car guy’ with lots of knowledge and is brave enough to talk about it”. Maylan’s purpose is to educate leaders to be a better owner or service writer. Kevin Vaught, Elite Worldwide Business Development Coach, former multi-shop owner. Find Kevin's previous episodes https://remarkableresults.biz/?s=%22kevin+vaught%22 (HERE) Key Talking Points Developing customer experience- the customer is more willing to pay more if the experience meets the criteria to warrant the price. Customer service is different than the experience. Big things are expected (fix the car and have some complimentary amenities), what about the little things (using first name basis, water bottles with logo in the cup holder when ready). You need to have the entire team involved. Treating internal (employees) and external (customers) with high value. You don’t need money to be kind and nice to others. How does the building look? What is the smell when walking in? How are employees dressed? Do they have nametags? When organizations were asked to rate their quality of Customer Experience, 80% believe they are delivering a superior experience. This is compared to only 8% of customers who believe they are receiving a great