Millennials in High Gear with Sara Fraser – Part 1 [RR 603] - a podcast by Carm Capriotto, AAP

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting.
Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes https://remarkableresults.biz/?s=Sara+Fraser (HERE).
Key Talking Points:What millennials want from repair shopsMillennials aren’t 20 somethings anymore- they range in ’30s with careers
Communication- texting, Facebook messaging, and direct messagingWant “Instagram” worthy experience- something while you’re there that makes millennials want to take a picture and share it 
Recommendations come from peers via online and social media- millennials love to contribute 
FOMO- fear of missing out of an experience   
Information overload- repair conversations can become very overwhelming very quickly. Use non-technician terminology to help millennials (and customers in general) understand. Send the repair sheet and invoice in an email for reference later on.Apps for smartphones- fast and takes ‘thinking’ out, reminders, discounts  
Let your customer decide what their preferred method of communication is and follow itMillennial employees Safe space- comfortable in and respected, safe from stereotypes, racism and bullyingWant to feel like they’re making a difference and contributing instead of being helicoptered by the boss- being directed but also having the freedom to complete tasks/job
Want to know what is expected ahead of time- love transparency 
Recognition and check-ins- being appreciated 

Resources:Thanks to Sara Fraser for her contribution to the aftermarket’s premier podcast.
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