Todd Westerlund is an industry vet. Over 15 years of technical experience and more than 18 years in the repair shop coaching. Todd is a believer in opening your shop seven days a week for ultimate customer service. He also shares advice on how to make your processes more efficient.
00:00 Industry Insights & Training
07:25 Technician's Journey: 15 Years Experience
10:46 Hands-On Training Initiative
20:16 Flexible Work Schedules Benefit All
23:15 Balancing Technician Ego and Client Needs
29:42 Problem Solving in Auto Repair
33:42 Overwhelmed by Work Demands
38:17 Investing in Employees' Future
42:25 "Streamlining Inspection Process"
47:43 "Confession About Car Brake Negligence"
56:42 "Prioritizing Morally Right Hospitality"
58:03 "Open Invitation despite Poor Reviews"
01:05:55 Welcoming Shop Tour Experience
01:12:05 Call Center Amplifies Pre-booking Revenue
01:16:06 "Shops Boost Sales with Callbacks"
01:19:14 Bones: Protection Against Slips
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