With the information we’ve attained from every customer panel we have moderated, with what we have learned from our focus groups, and with the feedback we have received from our […]
I’ll never forget the day when Mrs. Obrien brought her car back for me to look at. She was furious. I stayed late the night before, well into the night, […]
It was decades ago when I stopped thanking my customers for their business, and here’s why… No matter how you look at it, business is commerce. To put it another […]
Since many business owners live by a number of failed business rules that have been around for decades. Among those rules is the one that says, “Employees shouldn’t bring personal […]
It is becoming more apparent every day that there is a technician shortage. It is a big issue that the automotive service industry needs to deal with now not later. […]
At Elite we believe that all shops should have financing options available for their customers. By offering 90 days same as cash, you’ll be able to promote “financing” in all […]
During November and December, it’s easy for people in the auto service and repair business to find excuses for why their sales are down. They’ll tell themselves that people have […]
Abraham Lincoln was perhaps our greatest president. He was a man of integrity, morals, conviction, and ethics. He was also known to have a temper. During the Civil War, he […]
This quick video tip from Elite’s Doris Barnes explains why it’s so important to carefully establish, and consistently reinforce your auto repair shop’s culture. For additional help creating the culture […]
Competition continues to heat up in this industry. New car dealer operations continue to close, franchise operations are consolidating, and sadly some independent shops are going away. What can you […]
From the summer of 1973, the year I graduated high school, until 1980, my goal was to become a world-class mechanic. On October 1, 1980, I put the key in […]
This quick video tip from Elite Director of Customer Relations Doris Barnes explains how your expectations will play a huge role in the success of your auto repair shop’s employees.
Most shop owners provide their service advisors with some flexibility in pricing. The objective is to give them the ability to adjust prices in order to ensure customer satisfaction, close […]
A good customer called me the other day to let me know that he has concerns regarding the quality of our work. Last week we installed an exhaust system on […]
According to a study on consumer behavior commissioned by Influence Central, there are 3 key determinants for trust in an online review: 1.) How much the person sounds like me […]
Elite Director of Customer Relations Doris Barnes shares why it’s so important to be deliberate about catching your shop’s employees doing things right, and giving them the appropriate praise. For […]
Years back, when I was looking to hire a technician, my first criteria would be the person’s skill level. In fact, I mainly based my decision on the tech’s skill, […]
Comebacks are a hot topic today, particularly with the frustration over poor-quality parts. You need to track all comebacks, determine the reason (Tech error, part error, training issue, other), and […]
If you want to ensure a successful future for your auto repair business, there are a number of things you need to consider. Vehicles are being built better, and service […]