Ep 60 - Coaching Call #11 | Am I Too Expensive??
Description
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In this episode, Mike Allen confesses to Matt Lofton that he thinks his customers aren't finding the value in using his repair shop. Matt says that value is defined by what customers are actually willing to pay for, reminding listeners that shop processes only matter if clients perceive them as worthwhile. They also talk about employee retention, noting how turnover can set a business back and why keeping the right team in place should be a top priority.
Timestamps:
00:00 Mike's Vegas Wardrobe Malfunction
10:36 "Retention and Sustained Growth Focus"
13:29 Client Service & Repair Strategy
19:19 Team Process and Standards Updates
23:07 "Pricing Concerns and Reputation"
33:35 Labor Rate Adjustment Explained
34:56 Employee Feedback Reflects Trust
43:39 Front Counter Compensation Debate
47:50 "Defining Value Beyond Features"
52:05 "Handling Customer Objections Effectively"
59:06 "Discussing Brake Replacement Concerns"
01:01:59 Pricing Strategy and Break-Even Analysis
United States
