Episode 161 - The Realities of Coaching in the Auto Industry & Customer Misconceptions with Matt Wagg

Changing The Industry Podcast

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In this episode, Lucas and David welcome shop owner Matt Wagg while at Vision 2024. They tackle the stress comparison between running a restaurant and a repair shop, with anecdotes illustrating the humorous yet frustrating aspects of both. Matt shares candid experiences with negative customer reviews, detailing how his approach to addressing issues has evolved over time. The trio also discusses the value of foundational business structures and the benefits of coaching, debating the merits of group versus one-on-one sessions.

00:00 Recognizing someone's bad behavior without engagement.
08:41 Identifying process flaws and missed customer qualifications.
14:28 Resolve the issue with the strategy and respond to the review.
20:08 Surprised by the call, let it go.
24:18 Requested business resolution, expressing care and dignity.
28:23 Negative reviews mainly stem from personal issues.
35:45 Driver dangerously pulls out into oncoming traffic.
41:28 Voltage drop testing is crucial for complete circuit testing.
46:36 Car trouble, customer complaint, communication breakdown.
49:57 Questioning trustworthiness and sales tactics within a company.
55:10 Fear of bad reviews from misbehaving customers.
01:02:12 Reflecting on business growth and leadership challenges.
01:05:18 New business owner learns structure and coaching.
01:09:06 Lower-priced group offers a taste of feedback model.