{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Changing The Industry Podcast","title":"ASOG Podcast Ep 17 - Discovering the Customer Communication Formula w/ Charlotte Purvis, Author & Customer Service Expert","html":"","width":"100%","height":180,"duration":4263,"description":"Every shop owner understands the importance of having standardized systems in their business.\nBut, how do you systemize the customer service experience?\nHow do you systemize ensuring consistency in how you make the customer feel during and after their interactions with everyone at the shop?\nIs it even possible?\nTo answer those questions, David and Kyle Logue of Essex County Auto Repair in Middleton, MA is joined by Charlotte Purvis the author of The Customer Communication Formula: How to communicate with your customers and boost your customer service brand.\nFor over two decades, Charlotte has been able to develop and use the Customer Communication Formula to help positively influence millions of customer service interactions.\nIn this podcast, she explains the principles behind the formula and talks about the specific and actionable tactics she lays out in the book.\nYou can pick up the book on Amazon: https://amzn.to/2Kmf789\nYou can reach out to Charlotte at CharlottePurvis.com.\nAre you spending your nights at the shop or worrying about the shop? Get the numbers you need to see what’s going on with each tech and each profit center, thanks to advanced analytics. Get Shop-Ware.com and get some sleep.\nClick Here: Get Shop-Ware.com\nSupport the show","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}