The Secret to Garage Success: Front-of-House Excellence
In this episode of On The Ramp, Alex and Nathan are joined by a special guest, Emma, the newly appointed Customer Experience Director. Together, they dive deep into the critical role of front-of-house teams in the success of a modern garage.
What you'll learn in this episode:
Why the front-of-house role is the backbone of a successful garage The importance of reducing customer anxiety and building trust Recruitment tips: Finding the perfect front-of-house candidate The art of hospitality and its connection to automotive service How to implement service plans and improve customer retention Practical advice for training and structuring front-of-house teamsWhether you're a garage owner, a front-of-house professional, or just passionate about customer service, this episode is packed with insights you can’t afford to miss!
This episode is sponsored by Castrol and The Race Group, to learn more about Castrol Service please visit https://www.castrol.com/en_gb/united-kingdom/home/partner-with-us/independent-workshops.html 00:00 - introduction
02:46 - Inducting new staff
13:32 - Efficiency in FOH
18:33 - Ad Break
19:47 - Specialist responsibilities
22:00 - How does Lindley’s recruit into FOH
30:31 - Diagnostic bookings
37:44 - Service Plans
49:04 - is it a sales role? How important is it?
51:40 - How important is sales training?
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