Orienting Towards Improved Client Relating Capability [E017]

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With slower days becoming common, many shops have turned to short-term fixes. Our host Craig O’Neill advocates for a long-term retention strategy that emphasizes relationships.

In this episode, Craig breaks things down in three parts. First he explains how he came to embrace the term “Client Relating Capability,” and the influencers who’s lessons helped him solidify his feelings on this point into more easily articulated thoughts and beliefs. Next, he introduces the concepts from an old article from 2003 (which is still surprisingly relevant today). Lastly - this episode introduces the term and breaks down three essential components of Client Relating Capability:

1. Orientation – Creating a business structure that prioritizes meaningful client relationships.
2. Configuration – Designing workflows and incentives that facilitate connection.
3. Use of Information – Utilizing CRM and data wisely to support, not replace, genuine relationships.

Craig highlights common industry pitfalls, including overreliance on technology and CRM tools that often fail without proper leverage. He also addresses the latest trend of AI in client management, exploring its limits and the importance of human connection.

Listeners are invited to rethink their relationship-building strategies and consider how to truly cultivate loyalty. Craig emphasizes that technology can support but should never replace the human element in client relationships.

This term - Craig hopes, becomes a familiar and foundational principle that will guide many more topics aimed at improving how we communicate as an industry.

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Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

• Email Craig O'Neill: [e-mail]
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