EPISODE: 109 – Setting Yourself Apart in a Sea of Mediocre – Arun Coumar
Today, we’re excited to have a special guest with us, Arun Coumar, the owner of Driven Auto Care.
In this episode, we’ll explore Arun’s unique approach to defining and measuring customer loyalty, creating positive first impressions, and the crucial role of communication and transparency in client retention.
We’ll also discuss the impact of personalized service, the importance of community engagement, and strategies for handling negative reviews.
Plus, Arun will share his insights on emerging trends in customer loyalty and his top-tier advice for shop owners.
Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
Timestamps
Introduction to the Podcast (00:00:01)
The host Brian Walker welcomes listeners to the Auto Repair Marketing Podcast.
Guest Introduction (00:00:49)
Brian introduces special guest Arun Kumar, the owner of Driven Auto Care.
The Meaning Behind “Driven” (00:02:04)
Arun shares the story behind his tattoo of the word “driven” and its significance.
Arun’s Passion for Cars (00:03:25)
He discusses his journey with cars, owning around 40 vehicles over time.
Industry Reputation and Business Philosophy (00:04:50)
Arun contrasts his approach to business with the common perception of independent shop owners.
Challenges in the Auto Repair Industry (00:05:31)
Discussion on the technician shortage and its impact on auto repair pricing.
Comparison with Other Trades (00:06:52)
Arun compares labor rates in auto repair to those in other trades like plumbing and HVAC.
LinkedIn Post Discussion (00:08:03)
Kim introduces Arun’s LinkedIn post about the competitive landscape of auto repair shops.
The Gold Standard of Service (00:09:48)
Arun emphasizes Driven Auto Care’s commitment to not disappointing, delaying, or deceiving customers.
Customer Experience Insights (00:12:02)
Arun reflects on his experiences as a customer and how it shapes his business practices.
Anecdote from London (00:13:13)
Arun shares a story about a disappointing car service experience in London, highlighting service gaps.
Customer Experience Challenges (00:16:17)
Arun shares his frustrating experiences with auto repair shops and the lack of consistent, reliable service.
The Importance of Expectations (00:17:16)
He emphasizes the need for clear communication and managing customer expectations in the repair process.
RepairPal’s Role (00:18:17)
A brief mention of RepairPal’s mission to restore trust in auto repair and support honest shops.
From Consumer to Business Owner (00:19:34)
Arun reflects on his journey from being a frustrated consumer to deciding to improve the auto repair experience.
Consulting Experience (00:19:35)
He discusses his time as a consultant for various auto shops and the challenges faced in that role.
Declaration of Expertise (00:20:44)
Arun explains a pivotal moment where he declared himself an expert in leading growth in automotive services.
Acquisition of Driven Auto Care (00:21:46)
He shares the story of acquiring Driven Auto Care and the initial success achieved in the first year.
Challenges of Proximity (00:23:25)
Discussion about the challenges faced when multiple auto repair shops are located in close proximity.
Rebranding and Renovation (00:24:22)
Arun outlines the complete rebranding and renovation efforts undertaken after taking over the business.
Creating a Collaborative Environment (00:26:25)
He describes the shift to a more collaborative customer service approach at his shop.
Building Confidence in Services (00:28:31)
Arun emphasizes the importance of instilling confidence in customers regarding their vehicle’s reliability.
Perception of Pricing (00:29:43)
He recounts a customer’s negative reaction to pricing, highlighting the challenges of customer perceptions in auto repair.
Understanding Client Attraction (00:32:31)
Arun discusses the importance of defining the perfect client for his auto repair business.
The Power of Focus (00:34:13)
A quote from Henry Ford emphasizes focusing on improving one’s own business rather than worrying about competitors.
The Consequence of Distraction (00:34:35)
A story about Michael Phelps illustrates the dangers of losing focus on goals due to competition.
Commitment to Improvement (00:36:20)
Arun shares his core value of constant improvement and encourages listeners to identify self-imposed excuses.
Introducing the Podcast (00:36:54)
Arun promotes his podcast, “We Are Driven,” available on Apple, Spotify, and YouTube.
Connecting with Arun (00:37:25)
Listeners are guided on how to find Arun on LinkedIn to connect with him.
Show Notes and Resources (00:37:54)
Details about including links to resources and Arun’s content in the episode’s show notes.
Closing Remarks (00:38:04)
Brian thanks Arun and listeners, promoting the aftermarket radio network and sponsors.
How To Get In Touch With The Guest
Arun Coumar: https://www.linkedin.com/in/aruncoumar/
How To Get In Touch
Group – Auto Repair Marketing Mastermind
Website – shopmarketingpros.com
Facebook – facebook.com/shopmarketingpros
Get the Book – shopmarketingpros.com/book
Instagram – @shopmarketingpros
Questions/Ideas – podcast@shopmarketingpros.com
Lagniappe (Books, Links, Other Podcasts, etc)
- We Are Driven Podcast – https://podcasts.apple.com/us/podcast/we-are-driven-podcast/id1669356544
- Driven Diary Youtube: https://www.youtube.com/@drivendiary
- Auto Driven Care: https://drivenautocare.com/
- Arun Coumar Linkedin Post: https://www.linkedin.com/posts/aruncoumar_there-are-11-automotive-shops-in-the-plaza-activity-7206990233949642753-xcVF?utm_source=share&utm_medium=member_desktop
