Ep.#202- Beyond the Repair: Turning Soft Skills into Your Shop's Ultimate Advantage- w/Sheryl Driggers

Mind Wrench Podcast

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Episode Notes:

The difference between a good collision repair shop and a truly exceptional one often boils down to one critical factor: how people feel when they interact with your business.

Join us this week as Sheryl Driggers, former MSO owner and now lead CSR trainer for Mike Anderson's elite Spartan Groups, reveals the science and strategy behind creating meaningful connections that transform both customer experience and employee satisfaction.

Here are three effective actions collision shop leaders can take from Sheryl’s insights:

1. Cultivate a Positive Environment: Focus on creating a positive workplace atmosphere. Encourage a culture where positivity is the norm, as it enhances decision-making, creativity, and productivity. This can be achieved by recognizing and celebrating small wins, offering support, and fostering open communication among team members.
2. Enhance Emotional Connections: Train your staff to prioritize emotional intelligence in customer interactions. Encourage them to go beyond standard service protocols by making customers feel valued and understood. Simple gestures like personalized follow-ups or remembering customer preferences can create memorable experiences that enhance customer loyalty.
3. Implement the "One Degree" Concept: Encourage your team to consistently perform small, thoughtful actions that exceed customer expectations. This could include personalized thank-you notes, unexpected discounts, or simply going the extra mile in service delivery. These minor enhancements can significantly impact customer satisfaction and lead to increased referrals and repeat business.

Taking these actions, rooted in positive human interactions, can transform both your customer service and employee engagement, driving long-term success for your business!

GUEST CONTACT

Sheryl Driggers - [email protected]

CollisionAdvice – www.collisionadvice.com

Shawn Achor Ted Talk: https://youtu.be/GXy__kBVq1M?si=robDiWbKpUVOTuaA

The Seven Habits of Highly Effective People: https://w

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Chapters

1. Maya Angelou's Wisdom for Business (00:00:00)

2. Introduction to the MindWrench Podcast (00:03:37)

3. Meeting Cheryl Driggers: Customer Experience Wizard (00:09:13)

4. From Shop Owner to Elite Trainer (00:16:29)

5. Building Trust and Communication (00:25:23)

6. The Science of Positivity (00:38:15)

7. Going the Extra Degree in Customer Service (00:43:34)

8. Final Thoughts: The Impact We Make (00:49:34)