Show notes
Todd Westerlund is an industry vet. Over 15 years of technical experience and more than 18 years in the repair shop coaching. Todd is a believer in opening your shop seven days a week for ultimate customer service. He also shares advice on how to make your processes more efficient. 00:00 Industry Insights & Training07:25 Technician's Journey: 15 Years Experience10:46 Hands-On Training Initiative20:16 Flexible Work Schedules Benefit All23:15 Balancing Technician Ego and Client Needs29:42 Problem Solving in Auto Repair33:42 Overwhelmed by Work Demands38:17 Investing in Employees' Future42:25 "Streamlining Inspection Process"47:43 "Confession About Car Brake Negligence"56:42 "Prioritizing Morally Right Hospitality"58:03 "Open Invitation despite Poor Reviews"01:05:55 Welcoming Shop Tour Experience01:12:05 Call Center Amplifies Pre-booking Revenue01:16:06 "Shops Boost Sales with Callbacks"01:19:14 Bones: Protection Against Slips