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You can teach skill, but you can’t 5. Take excepti onal care of every You will meet incredible people
teach attitude. Find people who customer/client when you engage in your

are as excited about your business community and find yourself more
as you are, and have either the It’s the old adage, the hardest interested in what you can off er
experience, industry knowledge, thing in the world to get is a new them than how they can help
or the passion to learn their craft customer. So, if you know this you. And when that happens, you

and produce an exceptional then why aren’t you cherishing really become a member of that

product. the customer you already have? community and all good things will
Everyone wants to be appreciated, fl ow your way.

One of my greatest employee and in this competitive

successes was with a technician environment, believe me when I Friendly Auto donates auto
who didn’t have enough tell you, your competi tors are also repairs, goods, and fi nancial help
knowledge, but he was really talking to your customers! So why to a number of truly worthy
eager to learn. Over the years he not treat them as the gold bullion organizati ons and from each one
worked for me, he never stopped they are! we have expanded our reach and
learning and had a great attitude. more importantly our hearts to the

Today he owns his own mobile Excepti onal service means taking people who we share this world
repair business on the East Coast care of all the litt le things as well with.
and we are still in touch. as the big ones. If you are selling

a product, offer them extra value, Basically, like they said in Bill and

4. Stay Educated in Your Industry whether it’s an additional item or Ted’s Excellent Adventure, “Be
phenomenal packaging. Excellent To Each Other”. Business
I always say, “Stay relevant or can be challenging, exhausting,

become irrelevant”. Of all the If it’s a service, make sure you are frustrati ng but if you can sti ck with
guys I started with when I began prompt and responsive. Don’t wait it, it can be amazingly rewarding.
my career 42 years ago, I am the for the customer to call you back,

only one left who is still running a show them you care and make the In additi on to owning and operati ng

successful business. Why? Because call. At Friendly Auto, we pride Friendly Auto Centers, Steve also
of all these guys I was with, I was ourselves on returning cars not hosts a weekly radio show, “Drive
the one who consistently read only running bett er, but looking Friendly with Steve and Felecia”
industry magazines, consistently bett er...we wash our customers airing Saturday 10am-11am on

attended seminars, local and cars so when they pick them The Fanati c, KQFN,1580am,99.3,
national conferences, joined up it runs great and looks great, 99.9. Steve Rozansky is the owner of

industry related associations and giving the customer a wonderful Friendly Auto Centers, 5026 E Main
kept trying to learn. experience when they are driving Street, Mesa AZ 85205.
away!

Is it expensive and time consuming? Steve has been in the Automotive

6. Give Back to Your Community Industry since 1977. He is a ASE
Yes, it is. Master Mechanic, member of
It may sound a bit hokey, but the Automotive Service Association,

But it is also invigorating. What Universe is watching and those Motorcraft Preferred Network,

better way to pump yourself up that give are bound to receive. But Bosch Certified Network, Certified

then to spend a day or two with like- don’t give to get. That will come. Trainer Jeffrey Gitomer Sales, Triple

minded industry professionals? Be genuine in your charity. Find AAA Top Shop Award Winner 2018,
In this quick changing world, if organizati ons that you can relate 2019, Carfax Top Shop Arizona
you are not on top of your field to and truly care about. People can 2020 and just became THE ONLY

then you are hopelessly behind, sense when the giving is real and AUTISM CERTIFIED SHOP IN THE
and your customers will know it. when it is only to serve your agenda.
And educate your employees as Everyone can fi nd something that UNITED STATES!
well. Throughout the year, our is close to their heart, whether it www.friendlyautocenters.com
technicians go to training classes is feeding the homeless, working 480-830-9377
to make sure they know as much with at-risk youth, spending ti me
as anyone (and more than most) in with seniors, or suicide preventi on. steve@friendlyautocenters.com

automotive repair. All of these causes have numerous

organizations and ways of giving

back in time, service, or money.
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