Elevating the Customer Experience in Your Shop- Whatcom/Skagit Chapter Meeting

Elevating the Customer Experience in Your Shop

Presented by Nick Willey, Sponsored by Mammoth Training Solutions

Who It’s For:
Independent shop service advisors and technicians who want to increase sales, improve retention, and deliver a customer experience that truly sets their shop apart.

What You’ll Learn:

Amazing Customer Experience:
• Master the first impression and build trust fast.
• Deliver consistent service that keeps customers coming back.

Permission-Based Service Drive (RIM Method)
• Respect the customer’s time and decisions.
• Inform clearly without pressure.
• Motivate through safety, reliability, and value.

Quarter Time Inspection:
• A 15-minute inspection process that adds value.
• Four-quarter system: safety, maintenance, wear, convenience.
• Present findings transparently and boost repair orders.

Why It Matters:
Your team is the front line of your shop. When they learn to connect with customers, recommend with confidence, and use efficient processes, your shop’s revenue and reputation grow.

Format:
• Engaging, real-world training
• Role-plays and live examples
• Action steps to apply immediately