Jessa Boyd on Empathy and Integrity in Auto Service Advising

The Gearbox Podcast

In this installment of The Gearbox Podcast, host Jimmy Purdy welcomes Jessa Boyd to the show to delve into the nuances of communication within the auto shop industry.

Jessa Boyd highlights the significance of open and honest dialogue with her team and clientele, particularly when addressing mistakes, and shares a personal anecdote demonstrating the transformative power such transparency can have on a technician's performance. They touch upon the emotional weight and complexity of customer engagement, examining the necessity for clear, fair pricing, and the art of managing customer expectations with integrity. Both Jimmy and Jessa exchange thoughts on the importance of leadership that inspires, as opposed to authority that demands, and they conclude by exploring the effects of such leadership on team dynamics and the overall customer experience.

00:00 Car industry outlook improved over career span.
08:56 Skilled technicians with effective communication tactics.
15:39 Changing attitude towards leadership in automotive industry.
19:48 New shop owners face challenges avoiding micromanagement.
26:24 Balancing leniency and enforcing punctuality in work.
29:14 Inspector improved by not writing during inspections.
33:31 Request to transfer technician due to fit.
39:13 Great place but awkward, won't return. Bad culture.
47:25 Give freedom within guidelines, avoid micromanaging. Reflection.
48:50 Consulting and coaching lead to actionable improvements.
58:20 Tilly handled a car with multiple problems.
01:01:17 I let her confidence shine without interrupting.
01:04:32 Showing empathy, defending integrity, overcoming skepticism.
01:14:21 Understanding the true cost of running business.
01:16:59 Transition from parts to service, understanding costs.

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