{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Changing The Industry Podcast","title":"Bonus Episode - Handling Customer Complaints and Raising Industry Standards in Auto Repair","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/5b0ed152\"></iframe>","width":"100%","height":180,"duration":2504,"description":"In this episode, David and Lucas discuss the challenges of handling difficult customer complaints, specifically a negative review following a diagnostic process and the denial of repair work. They dive into the importance of clear communication, setting expectations with consumers, and defending the value of professional diagnostic procedures. Throughout the conversation, they emphasize the need for industry-wide improvement, highlighting how prioritizing quality repairs and properly educating both staff and customers can help move the automotive industry in a better direction.\n00:00 Client disputes repair charges\n04:23 Diagnostic process and repair decision\n06:32 Challenges of Dealing with Customers\n12:13 Discussing steak pricing strategies\n14:11 Handling customer expectations\n16:25 Discussing repair pricing strategy\n22:10 Ensuring quality car repairs\n24:46 Surrounding yourself with success\n26:35 Frustrations in the auto repair business\n32:03 Challenges of business growth\n35:45 Focusing on quality and process\n37:05 Why we started the show\n40:35 Technician frustrations over pricing","thumbnail_url":"https://img.transistorcdn.com/TmFutVBA2CXrbhzBSzhfJLpfqgewMMYGUnLcyfdNyvc/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzM3ODY2LzE2NzQw/ODM5MjItYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}