Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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The idea for this episode came from an inquiry originating with one of my colleagues.

They had read an AI description of how a check-in process would work within a software platform, and he rightly reached out to me to check to see if the AI response was accurate.

It was not accurate - it was pure fiction.

It was worth probing why this was important, and this colleague was getting questions from shops more regularly about the ability to do a “walk out” or Curbside check-in or initial inspection when greeting customers at their vehicle.

If this is something you or your team have been considering - I’m going to encourage you to hear me out, and I’m going to leave you with some important questions you can use to discuss if this is a good idea for your shop… or perhaps, determine it isn’t.

Today’s WOTD is:

Stringent

adjective

• Strict, precise, and exacting.

“The process has some very stringent requirements.”

I’m going to refer to any form of vehicle side check-in process as “curb-side” check-in for this conversation - but the idea for this form of greeting the customer at their vehicle comes in many permutations, few of them involve an actual curb.

Many businesses feature some form of drive-up or drive-thru service. Restaurants being one of them, but in our conversation, I’ll focus on vehicle-centric businesses, which I feel are common, and show us plenty about what works and what doesn’t.

1.) Dealerships

2.) Car Washes

3.) Airport Car Rental Returns

(No, I am not going to mention quick oil change lanes … not because it isn’t potentially relevant… but because I have never used a quick lube… really!)

Most of the time I find myself having a conversation about curb-side checkins, one of my clients at Autoflow will have had a dealership experience of their own. (There are many reasons independent shop owners visit our dealership friends… but the majority of the time it’s when they are confronted with a vehicle recall.) It was a positive experience for them, and quite… nice!

The dealer process begins with pulling into a large, bright, clean, well lit multilane drive up queue.

It can be impressive. I’ve recently participated in one of these, and will explain more on my experience later.

Why is this so common, and why is it so impressive?

Think about the dealership service model. (Which by the way - is expanding, as sales become more challenging, look for dealers to compete more aggressively for service work in today's market)

Dealers thrive with a longstanding reputation of being the best place to bring a vehicle for training, tooling, and quality parts.

You have a new vehicle that needs service, you take it to the source (for you, the place you bought it.)

Your entry into the facility is as simple as pulling up to an automated door.

You enter, and it almost feels like your vehicle is on something of an assembly line.

The vehicle is scanned, and you are greeted. The advisor has a tablet in hand - they confirm a few things, and then they usher you into a gorgeous waiting area, where you are quite sure you can survive in comfort, with enough food and drink to last several days.

Next is the car washes:

My son has managed a local car-wash, and this is one of the types that offers memberships, and has a relatively complicated screen based check in system if you don’t have a membership.

Frequently, the staff are greeting customers and helping them through the screen prompts, and of course, at the tunnel you

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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In Our Episode today we’re diving into the ASI - The annual report from JD Power that measures client satisfaction amongst major brands in the non-dealer auto repair world - which we affectionately call the “Aftermarket”

Today’s Word of the Day is:

Extrapolation

Noun

noun: extrapolation; plural noun: extrapolations

• the action of estimating or concluding something by assuming that existing trends will continue or a current method will remain applicable.

In this episode our host, Craig O’Neill invites you to take a close look at JD Powers Aftermarket Service Index (ASI).

There are some unique takeaways regarding communication “shortfalls” and they play well into the narratives we have been discussing in for several years.

If you think surveys have nothing to offer you - listen up and you’ll see why Craig values these annual findings!

Link to the the 2025 JD Power ASI Press Release: https://www.jdpower.com/business/press-releases/2025-us-aftermarket-service-index-asi-study

Link to the 2025 JD Power CSI Press Release:

https://www.jdpower.com/business/press-releases/2025-us-customer-service-index-csi-study

Link to the 2023 JD Power CSI Press Release:

https://www.jdpower.com/business/press-releases/2023-us-customer-service-index-csi-study

Let's go into the Press Release now - from April 29th.

The key findings cited in the 2025 study:

Finding 1.

“Aftermarket Service Providers lag when it comes to use of technology:”

Craig reacts to JD Powers findings regarding the technology disparity between the aftermarket and the dealer segments.

Finding 2.

“Customer prefer text message updates - but are more likely to receive phone calls:”

Craig shares his perspective on the significance behind the measurable satisfaction point difference between phone calls and texts as the means for receiving updates.

Key Note - The article cites that this applies “When they (the client) indicate texts are preferred.”

Listeners are invited to compare this note on the 2025 ASI to the 2023 CSI (linked above)

Finding 3.

“Photo and video multi-point inspection (MPI) results being used more frequently:”

Craig highlights this positive news - but emphasises a significant caveat with regards to the quality...

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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In this episode of Speak Up - our host Craig O’Neill welcomes his friend and colleague, Brandon Crusha to talk about what Memorial day means to him.

Brandon served in the United States Marine Corp and was deployed multiple times to Iraq.

He invites our listeners to enjoy their day - and reflect on the gift that was given to them by those who paid the ultimate price.

Brandon specifically referenced a film in this episode called - The Gift.

Linked here: https://www.amazon.com/gp/video/detail/B0DPGVH9GB/ref=atv_dp_share_cu_r

The Gift is a documentary about Corporal Jason L. Dunham - who on April 14, 2004 threw himself on a live grenade to protect his fellow Marines.

It is well worth your time.

Brandon personally knew and served with many of the individuals in that film, whom he joined in the same regiment just after those events.

This conversation between Craig and Brandon intentionally invites listeners to ‘enjoy’ a deeper and more meaningful perspective of memorial day thanks to our connection with Brandon.

We also discuss what you might consider saying to a soldier or Marine on Memorial day - or, perhaps - how it is OK to say nothing at all and simply feel gratitude for the gift of freedom that has been paid at the ultimate price.

Today’s WOTD is

Freedom

Noun

1. the absence of necessity, coercion, or constraint in choice or action
2. the quality of being frank, open, or outspoken

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

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: speakup@craigoneill.net
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/