Listen to Arun's podcast "We Are Driven"
In this episode, Jimmy Purdy is joined by Arun Coumar, owner of Driven Auto Care and host of the "We Are Driven" podcast. Arun discusses the significance of efficient operations and avoiding high-pressure sales tactics to enhance the customer experience. Jimmy shares the challenges he faced in expanding his business, emphasizing the importance of having documented procedures for consistent quality.
00:00 Misdiagnosed allergy; later treated as seasonal allergies.
10:19 Experience teaches more than the SOP manual does.
12:59 Mistakes and engaged technicians enhance learning effectiveness.
17:17 Improving customer experience with meticulous vehicle inspection.
22:31 Ensure clarity in tasks and prioritize experience.
27:51 Picky customer values professional opinion when shopping.
36:11 Offer half-price diagnostics in November video.
43:39 Estimating unnecessary repairs versus actual car needs.
47:09 Adapt to customers' desires for effective sales.
51:05 Dressed as James Bond with Aston Martin.
59:32 Crank sensor repair complicated, delayed car delivery.
01:03:42 Worried about vehicle accidents and negative outcomes.
01:06:48 Avoiding delay, deceit, and disappointment ensures customer satisfaction.
01:11:13 A challenging year with evolving problems and goals.
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