Gain Traction: Using Technology To Establish Customer Trust With Keegan Wentz, President of McMahon Tech Center

Using Technology To Establish Customer Trust With Keegan Wentz, President of McMahon Tech Center

Nov 22, 2023

Keegan Wentz is the President of McMahon's Automotive Technology Center, a family-owned service and repair shop based in Fort Wayne, Indiana. His vision and dedication have transformed the company into a pioneering institution for automotive technician training and career development. Under his leadership, McMahon’s has implemented a comprehensive training program that not only imparts technical skills but also focuses on professionalism and ethics. An ASE Master Tech with a rich background in training others in Original Equipment technology, Keegan has significantly enhanced the service quality and customer experience at McMahon's. His commitment to staying abreast of emerging vehicle technologies, including electric vehicles and advanced driver assistance systems, positions McMahon’s at the forefront of the industry.

In this episode…

When a customer brings a vehicle to your shop for repair, do they automatically believe you’ll figure out the problem? How do you establish that trust between customers and repair technicians?

According to Keegan Wentz from McMahon’s Best-One Tire and Auto Care, a Digital Vehicle Inspection serves as a transparency tool, bridging the knowledge gap between the workshop and the people in the waiting area. A DVI is akin to a vehicle's report card, detailing its condition with supportive photos and videos, enabling customers to see exactly what the technicians see. Using DVIs, Keegan points to McMahon's emphasis on openness, using it to document, recommend, and transmit vehicle information to customers via email or text. Keegan notes that it’s part of a broader commitment to professionalism in the automotive industry, aiming to combat its negative reputation by fostering trust and transparency, one customer at a time.

On this episode of Gain Traction, Keegan joins Mike Edge to discuss the importance of establishing trust between the repair technicians and customers — and utilizing technology to build that trust. Keegan reveals his method for maintaining a lean and efficient operation while recognizing deficiencies in his team’s process and fixing or improving them. He talks about the value of technological advancements in tire and auto repair and goals for his company moving forward.

Here’s a glimpse of what you’ll learn:

Keegan Wentz shares how he got started in the automotive industry
When Keegan became interested in technology
Putting McMahon’s Best-One Tire and Auto Care at the forefront of technological advancements in auto repair
The methodology Keegan uses for implementing and maintaining a lean, efficient operation
How deficiencies are recognized and improved at McMahon’s
Keegan’s goals for McMahon’s moving forward

Resources mentioned in this episode:

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