Your customers are far more likely to believe what they see than what they hear, because being able to visualize a problem and solution provides them with verifiable information that […]
A customer returns to your shop and is not happy. They tell you that you had replaced their alternator in the past, and it recently failed while they were out […]
Every car that’s in your shop today will need service and repairs in the future. True? So, the question is: Will they come back to you? Here are a few […]
Comebacks kill. There’s no denying it. While we can never eliminate all comebacks, we can work to reduce them. The more you reduce comebacks, the more money you put to […]
We continue to hear that it is important to be more efficient in our shops; more efficient at the front counter, more efficient techs, more efficient with our time in […]
To begin, every vehicle that enters your shop should be subject to a “no wrench” inspection. This inspection should include a list of items that can be visually inspected without […]
The top shop owners in America have a number of things in common. They were the first to embrace the incredible value in utilizing exchange rebuilt components, rather than trying […]
Mistake #1. Have your technicians compete against one another. We all can agree that competition among employees is good, but there is a right way, and there’s a wrong way. […]
1. Make sure your service advisors schedule car deliveries with first-time customers whenever possible (The point is to try). If an exact time won’t work, provide the customer with a […]
If you are looking to hire star employees, the first thing you’ll need to do is meet them, and there’s no better way to do so than by hosting technical […]
Last summer I was sitting in my doctor’s office reviewing the findings of all the tests that were done, diagnosing my recurring and unexplained headaches. As he explained in lengthy […]
During the holiday season, identify the top 3% of your auto repair shop’s active customers, as well as the individuals who have referred the most people to you over the […]
We all know that selling the benefits of a particular service is far better than selling parts and labor. But sometimes, especially when we are busy, we forget and fall […]
Far too many shop owners hire service advisors who they feel are good at what they do, and then prefer to “get out of their way and let them do […]
After your employees have been with you for a probationary period of time,they should all be given their own business cards. This includes yourtechnicians, shuttle drivers, lot attendants, etc. First […]
For decades shop owners have had the luxury of being able to rely on a short list of traditional media to bring in new customers. They’ve primarily utilized directory ads, […]
If you speak with most shop owners they’ll tell you that they think their shop is worth x amount of money. Ask them how they came up with that number, […]
When you are giving any service recommendation, it’s important to repeat any concerns that your customers have shared back to them. This will not only let your customers know that […]
It’s only natural that most of your employees would like to take theirvacations during the summer. Unfortunately, that’s typically your busiest time,right? Let’s say you have a technician who typically […]
Follow these 5 tips to convert more first-timecallers into happy customers. 1. While your competitors aretrying to sell their first-time callers on the repair, you need to take adifferent approach, […]