Creating Superfans with Brittany Hodak [E156] - The Auto Repair Marketing Podcast

About this episode

Have you ever met someone who just gets it, like, really understands what it takes to create a business people rave about? That’s exactly who Brittany Hodak is. And thanks to Kim Walker, who nailed it as the host of this episode of the Auto Repair Marketing Podcast, we get to hear Brittany drop insight after insight that every shop owner needs to hear.Kim sets the stage perfectly, bringing her passion and real-world experience into the conversation. The energy between her and Brittany is electric, and the value they deliver? Next level.Brittany breaks down what it means to turn your customers into superfans, not just repeat clients, but people who shout your name from the rooftops. And let me tell you, this isn’t fluffy theory. She gives real, actionable advice that hits home for our industry. From the power of storytelling to how to destroy customer apathy, this episode is packed with takeaways you can use.If you’re ready to stop being just another shop and start being the shop, this one’s your playbook. It’s about way more than fixing cars, it’s about building a brand, creating a connection, and delivering a customer experience that people can’t stop talking about.Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more atRepairPal.com/shops.Declined repairs don’t have to be lost revenue. AppFueled’s call center schedules follow-up calls and equips your team with everything they need to close the deal. Get started now at appfueled.com Lagniappe (Books, Links, Other Podcasts, etc)Brittany Hodak - websiteFollow Brittany on Instagram and DM her “elevator” and she will send you her resource to help you identify areas in your shop where you can improve the customer experienceFollow Brittany on Instagram, Facebook, YouTubeShow Notes with TimestampsIntroduction (00:00:01) Introduction to the podcast, episode number, and guest, Brittany Hudak.Sponsor Acknowledgments (00:00:32) Thanking sponsors RepairPal and App Fueled, with brief sponsor messages.Vision High Tech Expo Experience (00:01:09) Kim shares her excitement about hearing Brittany speak at Vision and the impact of her talk.Brittany’s Background & Customer Experience Roots (00:02:08) Brittany discusses her background, her father’s influence, and her passion for customer experience.Industry Event Attendance & Community (00:03:27) Discussion about the small percentage of the industry attending events and the value of community.Brittany’s Book & Super Approach (00:04:30) Introduction of Brittany’s book "Creating Superfans" and the SUPER framework.Shark Tank & Notable Clients (00:04:30) Brittany’s Shark Tank experience and work with high-profile clients like Dr. Pepper and Dolly Parton.Dolly Parton Stories & Imagination Library (00:06:10) Brittany shares personal stories about working with Dolly Parton and the Imagination Library.Branding & Audience Engagement (00:09:18) Kim discusses Brittany’s branding, engaging presentations, and the importance of thoughtful design.Uranus Fudge Factory Marketing Example (00:11:15) Brittany recounts her visit to Uranus, Indiana, and its memorable marketing approach.Overcoming Customer Apathy (00:12:58) Brittany explains apathy as the biggest threat to shops and how to combat it with unique experiences.Learning from Other Industries (00:16:43): How auto shops can learn from remarkable experiences in other industries and tourist attractions.Sponsor Messages (00:18:03) Additional sponsor messages for RepairPal and App Fueled.SUPER Framework & Storytelling (00:20:09) Introduction to the SUPER framework, with emphasis on the importance of storytelling in branding.Customer Experience & Chewy.com Story (00:24:57) Brittany shares her Chewy.com experience, highlighting the power of personalization and customer care.Personalization & Memorable Touches (00:29:34) Examples of small gestures (like Hot Wheels cars) that create lasting customer loyalty.Avoiding Common Mistakes in Creating Superfans (00:35:47) Mistakes companies make, such as lack of personalization and misuse of AI, and how to avoid them.Final Thoughts & Resources (00:39:17) Brittany offers a free resource (slow elevator guide) and shares where to find her online.Podcast Closing (00:40:50) Kim wraps up the episode, thanks Brittany, and provides information on where to find the podcast.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics