MANAGEMENT/OPERATIONS
Competition Proofing Your
The 6-Step Road to Service
NEW
NEW
Repair Shop 2/15/20, 1:30 - 4:30 p.m. Class #202, Amway Atrium
Department Success Part 1 2/15/20, 8:30 - 11:30 a.m. Class #105, Amway Gerald Ford Room Part 2 2/15/20, 1:30 - 4:30 p.m. Class #205, Amway Gerald Ford Room
In this 3-hour presentation, Ron Ipach (aka Captain Car Count), will introduce you to sever- al strategies that will set your shop apart from your competition and help you become the go-to shop in your town. Simply doing the job right isn’t enough anymore - that’s what you’re paid to do. What will elevate you above your compe- tition is outstanding customer service, further strengthening your relationship with your cus- tomers. This will lead them to refer your shop to their friends and family, write positive reviews, and come back to your shop again and again. BONUS: Attendees of this seminar will also receive a copy of Ron’s book, “Whatever Happened To Outstanding Customer Service.” Presented By: Repair Shop Coach Speaker: Ron Ipach
The average service advisor - in your custom- ers' minds - misleads, lies, and routinely does not meet their expectations. This is not done through malice but because it's what the auto industry has taught and encouraged advisors to do. The industry gives advisors training and processes that do not work, thereby moving them further and further away from their goals of being successful. This can quickly and easily be turned around with time tested and customer techniques. After visiting and working on over 3,500 service drives, Jeff has developed a very simple process that will not only get you above 80% customer retention within 12 months, but will also maximize your sales and deliver the highest survey scores possible. Jeff will identify how today’s customers think, what they respond to, and how to make them believe that your business is the best option for all of their service needs. Jeff will provide a list of the top three mistakes that business owners and managers are currently making, and how it keeps them from reaching the highest levels of success. Attendees will learn of problems they face when working towards desireable results, and how they are a top-down concern - not the other way around. Presented By: Pro-Talk Speaker: Jeff Cowan
Digital Advertising Presence
NEW
Morning Session 2/15/20, 8:30 - 9:30 a.m. Class #108, Amway Kendall Room Afternoon Session 2/15/20, 1:30 - 2:30 p.m. Class #208, Amway Kendall Room
Advertising is vital to the success of any busi- ness, even if it’s not your area of expertise. In this workshop, MAN Marketing uses its 20 years of advertising experience to show you how to make smart decisions that fit your budget. Learn how to prioritize and how to identify what gives you
the most bang for your buck. Presented By: MAN Marketing Speaker: Guy Lieberman
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