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 […]
There is no easy answer to this question, but here at Elite we can give you some points that you need to consider. We realize that you are paying rent, […]
If you haven’t heard from a customer for a longer than usual period of time, pick up the phone and give them a call. Years ago I developed a really […]
Paying attention to your margins, and proper pricing is critical to your success, yet far too many shop owners are so determined to make a certain percentage of gross profit […]
A few months back a customer came in with a broken seat frame on her Honda Pilot. The car had over 150,000 miles on it and the seat frame broke […]
According to a recent survey conducted by the Consumer Reports National Research Center, fewer than 20% of independent shop customers tried to negotiate the price of repairs. Of those that […]
If you’ve been a shop owner for any length of time, you’ve more than likely been exposed to, or employed, a prima donna. According to the Google dictionary, a prima […]
I received a distressing email the other day from a fellow shop owner. The shop owner stated in his email that he was scheduled for surgery the next day, and […]
Although there is no simple or conclusive way of determining whether someone you are interviewing is an ethical person, one question I always ask an applicant is, “Can you tell […]
If you are in business long enough the time will come when you’ll need to let someone go, so my goal with this article is to help you through the […]
You don’t have to be in the auto repair business long before a customer asks you if they can supply their own parts. Although there is no one technique that […]
Legendary UCLA Basket Coach John Wooden never focused on the score of a game. John Wooden believed that success is achieved by paying attention to the details of the game, […]
A few years ago I had the opportunity to interview over forty people for a panel of customers that I moderated. My intent was to discover what drives their decisions […]