• You Got a Negative Review At Your Shop. Now What? Todd Westerlund Weighs In

  • Jan 23 2025
  • Length: 1 hr and 22 mins
  • Podcast

You Got a Negative Review At Your Shop. Now What? Todd Westerlund Weighs In

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  • Summary

  • Got big goals for your shop this year? Shop Boss can take them to the next level!


    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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