Maximum Octane


How To Make Your Clients Forget The World Is On Fire with Mary Kelly

Ep. 46

We are thrilled to welcome the inspiring Mary Kelly to the show for the second time. In this opportunity, she uses her superpower of boiling complex issues into simple ideas to discuss the concept of service and how we should think of it, taking into consideration the global, social, domestic, and economic issues that affect our customers' lives. 

Mary is an accomplished writer and co-author of over 15 business, leadership, productivity, and personal finance books. She holds two P.h.Ds and two Master's Degrees, served 21 years on active duty in the Navy (retired as a Commander) and is a Hall of Fame Economic Leadership Speaker. 

In this episode, we highlight the importance of solving the relational issues that might be affecting the quality of our customer service and how to avoid creating mere transactional relationships with them. Mary draws several practical ways of solving real problems that business owners face daily in their relationships with internal and external customers.

Mary also shares her thoughts on "the war for talent," using the workplace to serve as our legacy, and using the customer's perspective when thinking of enhancing our customer service level. In addition, we discuss how challenging can be to assume the consequences of bad decisions as business owners, the importance of stepping up in that role regardless, and much more. 

In This Episode, You Will Learn:

  • What is going through a customer's mind when they enter our business (7:08)
  • The importance of creating partnerships with our customers (11:21)
  • Why some business owners turned complacent and lazy in customer service and how to avoid it (16:28)
  • The massive difference a simple gift card can make (27:41)
  • Making sure our issues don't turn into our customer's issues (35:38)
  • About the courage needed to step up in the role of being our businesses' CEOs (42:37)


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More Episodes


Two Blessings In Disguise with Gilda Dyckman

Ep. 57
Today's episode is special in the whole extension of the word because Gilda Dyckman joins us to tell the story of her identical twins, Troy and Brent. The twins, now 22, were blessed with an autism diagnosis, and since they arrived in Gilda and her husband's lives, they did nothing but bring joy, good laughs, and tons of teachings about love, empathy, patience, and compassion. Gilda has owned Cars Muffler & Automotive since 1996, where she recently hired Brent to help her with filing and reconciling statements. Throughout our conversation, Gilda shares details of the twins' journey to incorporate into the American workforce. The challenges they face to get a job and the bitter flavor of negatives from shop owners who (sometimes) can't grasp the value exceptional adults can add to their businesses. Gilda also debunks some myths about the supposed dangers of hiring special people, explains why sometimes an autistic person might be perfect for specific jobs, and so much more.  In This Episode, You Will Learn:A bit about Gilda's challenging and fun journey (3:31)Some differences between Troy and Brent (6:25)A proposal Brent had to think about for a couple of days (10:33)What are ILS and Tailor Services, and how do they work (17:21)How Trey and Brent changed life also at Cars Muffler & Automotive (23:08)Why hiring exceptional adults is an excellent idea (27:04)Resources:Cars Muffler & Automotive websiteCollective Social Services website. Regional Centers in CaliforniaConnect with Gilda:LinkedInLet's connect:LinkedInFacebookEmail:

Focusing On Individuality To Improve The Collective with JeanAnn St Grace

Ep. 56
What kind of vehicle are you? A semi-truck that needs a defined plan and route before hitting the road; a sports car, fast, agile, and always looking for shortcuts; or perhaps a diesel truck, a constant, consistent performer, who needs supervision and steady direction, but who always delivers? What about your internal customers? What kind of vehicles are they? In today's episode, JeanAnn St Grace visits us to share her unique view on group management, customer service, and how we react to and deal with our emotions. She is the Founder of The Simple Heart Sanctuary, a space dedicated to helping people take control of their healing journey. She highlights the importance for shop owners of knowing themselves before guiding internal customers, how we can use technology to create "owner manuals" on how to run a business, why it is crucial to embrace internal customers' uniqueness, and so much more. In This Episode, You Will Learn:How car issues can turn into personal issues (3:10)Once you are in crisis mode, you're incapable of operating at any level (6:53)Different people can't be managed exactly the same (10:25)What kind of vehicle are you? (12:41)Emotions are like a wave (22:34)How to create (and use) an "owner manual" (28:02)Resources:The Simple Heart Sanctuary websiteThe Simple Heart Sanctuary InstagramThe Simple Heart Sanctuary YouTubeConnect with JeanAnn:InstagramLet's connect:LinkedInFacebookEmail: