Creating Amazing Customer Experiences [E155] - The Auto Repair Marketing Podcast

Want a real marketing plan that doesn’t live in your head or on a bunch of sticky notes?

There’s something powerful about experiencing world-class customer service firsthand and then turning around and asking, “How can I bring this level of intentionality into my shop?” That’s exactly what happened when Brian and Kim Walker took a dream trip to the British Virgin Islands with close friends. What started as a much-needed vacation quickly turned into a masterclass in customer experience, delivered by locals who clearly understood the value of creating moments worth remembering.

From the high-energy, fully branded Sweet Ice Willie who made them feel like family, to a rum-slinging boat captain with a loyal dog and a serious social media game, to a beach bar owner who somehow remembered names hours later in a crowd of 100 each story is a reminder that it’s not always the fanciest place that leaves the biggest impact. It’s the people. The vibe. The way you're made to feel.

This isn’t just vacation talk, it’s packed with real-life takeaways for shop owners who want to stand out in a sea of sameness. You’ll laugh, you’ll probably want to book a trip, but more importantly, you’ll walk away inspired to examine every touchpoint of your customer journey. Because at the end of the day, the experience is the marketing.

Thank you to our friends at RepairPal for providing you with this episode. RepairPal’s Certified Network of shops is trusted by millions of customers each month. Learn more at

RepairPal.com/shops.

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Lagniappe (Books, Links, Other Podcasts, etc)

Buy Back Your Time

Sweet Ice Willie Taxi & Tours 

Rum Runner BVI

Plan with the Pros

Show Notes with Timestamps

• Introduction to the Podcast (00:00:01) The hosts welcome listeners to the Auto Repair Marketing Podcast.
• Vacation Overview (00:01:05) Brian and Kim share their dream vacation in the British Virgin Islands with friends.
• Perception of Vacation Costs (00:01:33) Brian discusses misconceptions about the affordability of chartering a catamaran compared to other vacations.
• Customer Experience as Marketing (00:02:08) The hosts emphasize that customer experience is a crucial aspect of marketing for businesses.
• YouTube Inspiration (00:03:38) Brian shares his YouTube discovery of "The Wandering Hillbilly" and his recommendations for the trip.
• Sweet Ice Willy Introduction (00:04:25) The hosts discuss their anticipation of meeting Sweet Ice Willy based on recommendations.
• Arrival of Sweet Ice Willy (00:05:20) Kim describes the energetic and unique arrival of Sweet Ice Willy in his custom truck.
• Sweet Ice Willy's Branding (00:06:13) The hosts highlight Sweet Ice Willy's effective branding and his engaging personality.
• Customer Experience with Sweet Ice Willy (00:07:32) They recount their enjoyable ride with Sweet Ice Willy, filled with music and local insights.
• Social Media...