2-DAY LIVE TRAINING | DRURY PLAZA HOTEL NASHVILLE FRANKLIN
You'll be the first to know when new dates are announced!
Let the experts train your customer service leaders!
Prevent customer issues before they occur!
Say hello to raving reviews & steady referrals!
80% of companies believe they deliver a superior customer experience that people will refer. Only 8% of customers actually refer.
If everyone who said they would refer did, we would never look for work again!
The decision about referring or where to go for repairs is not about price OR quality (logical factors). It's about their experience (the emotional component)! Studies show that a customer is 4x more likely to go to a different provider if the problem is service based rather than price based.
It only takes one interaction to lose a loyal, repeat customer.
Not hearing complaints doesn't mean customers are happy, either.
It's not all perfect or all horrible. Most customers fall squarely in the middle: not so happy they will refer, but not so upset they will leave a bad review or call and complain.
So, how do we bridge the gap?
Quality work is the expectation of every shop. However, a fantastic customer experience will differentiate your shop from the rest. And it doesn't happen by accident.
Consolidators don't focus on customer experience.
THIS is your competitive advantage!
THIS SEPTEMBER, team up with Dave Luehr and Phoenix Solutions Group, the leading resource for collision industry marketing and customer engagement research, for an engaging 2-day workshop to help collision repairers DESIGN every step of the customer experience with the most effective, data-backed strategies.
Bring your customer service team to Nashville and, together, build an action plan to enhance the customer journey at your collision repair center and…
- Understand Your Customers Better: Gain deeper insights into their needs, pain points, and overall journey.
- Implement Real Change: Create practical, action strategies to enhance your service at every customer interaction.
- Cultivate Creative Problem Solving: Explore innovative problem-solving techniques to both prevent issues and correct them quickly.
- Implement Customer Feedback: Develop effective systems to gather and incorporate customer feedback, always seeking to improve your services.
Make a real difference in your customers' lives!
And distinguish your repair center from the rest!
This workshop is the first step towards creating a customer experience that exceeds their expectations and delivers a service they'll remember – and share with their friends and family.
POSTPONED - Join the Priority Waitlist!LET US TRAIN THE TRAINER
Build your plan together – people support what they help create!
The key to sustainable, transformative customer experience lies within your team. With a champion. Real change needs someone passionate and engaged.
Your champion might be the owner, general manager, customer service manager, CSR, repair planner, estimator, anyone who interacts with customers regularly!
INDIVIDUAL ATTENDEE
$997
Registration for 1 person includes the training, lunch each day, and the workbook to build your custom customer experience action plan!
SHOP PACKAGE:
2 ATTENDEES
$1744
(Save $250 on the 2nd attendee!)
Registration for 2 people includes the training, lunch each day, and workbooks to build your custom customer experience action plan!
SHOP PACKAGE:
3 ATTENDEES
$2491
(Save $250 each on the 2nd and 3rd attendees!)
Registration for 3 people includes the training, lunch each day, and workbooks to build your custom customer experience action plan!
Want to bring more than 3 people?
Contact us at [email protected] or 615.802.3283 ext 9 for special group pricing!
DAY 1
DAY 2
Dave Luehr
Elite Body Shop Solutions Founder
Dave Luehr believes the biggest opportunity available to independent collision shops is the person on the other side of the counter… The customer! Dave’s expertise in creating memorable customer experiences dates back to the early 1990’s where he grew his shop from zero to a million dollars entirely on word of mouth. With a deep understanding of behavioral science and collision customer buying habits, Dave challenges his clients to think more like a hospitality business to organically and dramatically grow their body shops.
Nick Schoolcraft
President of Phoenix Solutions Group
Nicholas Schoolcraft is passionate about improving the collision repair experience. He consults with collision facilities from coast to coast providing impactful, innovative, and strategic thought leadership that enables shops to increase sales and improve profitability. By leveraging his company’s more than 30 years of collision customer research, he has a deep understanding of what the collision customer wants from their repair experience. Using that knowledge has allowed him to develop digital and traditional marketing strategies that drive sales growth and establish industry-leading customer retention.
Tina Biancalana
Managing Director of Phoenix Solutions Group
Tina Biancalana is the Managing Director of Phoenix Solutions Group, with a rich and humble career in the collision repair industry spanning over two decades, primarily focused on applying creative problem-solving techniques to comprehend the repair customer experience. Her driving passion is to see her clients, particularly Auto Body Collision repair owners, succeed in their businesses.
As a facilitator for the 2-day workshop, Tina aims to provide valuable insights and guidance, fostering an environment where participants can collaboratively enhance the customer experience within the collision repair industry. With a genuine dedication to her clients' growth and prosperity, Tina is committed to empowering them throughout their journey.
