Inside the Consumer's Mind

What do repair shop customers really want? How do some of the industry's best practices truly translate? And what factors ultimately matter m


Inside the Consumer's Mind

It’s Time to Refine Your Appointment Process

Sept. 9, 2021
Most customers will make an appointment when possible. How smooth and seamless is your shop’s process?
Inside the Consumer's Mind

What Makes a Bad Customer Experience?

Understanding what makes a good customer experience is as much about learning what to do as it is learning what not to do.
Inside the Consumer's Mind

How to Deliver Bad Customer News

Aug. 24, 2021
Customer service expert, professional speaker, and author Jeff Toister explains how to be the bearer of bad news without sacrificing customer relationships.
Inside the Consumer's Mind

How Are You Pricing Your Shop’s Value?

Aug. 18, 2021
When it comes to balancing value, quality, and cost, customers are looking for more insight.
Inside the Consumer's Mind

How Customers Balance Value, Quality, and Cost When Choosing a Shop

How do customers navigate the world of repair shops in their markets? This interview explores why a more expensive shop might be the better value.
Inside the Consumer's Mind

It’s the Little Things That Will Set You Apart

Aug. 11, 2021
A few key tips to ensure that each of your customers has an efficient and positive appointment experience.
Inside the Consumer's Mind

Dissecting the Standout Shop Website

Aug. 6, 2021
In this bonus Inside the Consumer's Mind episode, shop owners break down the features they've strategically spotlighted to build a strong online presence.
Inside the Consumer's Mind

VIDEO: How to Create a Consistent Customer Experience

Aug. 5, 2021
This week's Inside the Consumer's Mind episode breaks down the keys to setting the right tone that keeps customers coming back.
Inside the Consumer's Mind

Don’t Sell Your Shop Short

Aug. 4, 2021
Your team’s phone etiquette could be undercutting your marketing efforts and turning off potential customers.