A customer arrives at your service counter asking for an oil change service and a tire rotation. Your service advisor carefully writes the repair order, informs the customer that a […]
You may be surprised to hear it, but when your customers are angry with you it has nothing to do with their vehicles not being done on time, the problems […]
Part of your advertising and marketing program needs to incorporate community involvement, whether it’s with local business groups, church functions, the local chamber of commerce, or other local organizations. The […]
According to a recent article in the Wall Street Journal, some CEOs are starting to understand the price they have to pay for quick profits, and many of them are […]
We all know that people love choices, especially when they are making a purchasing decision. But when selling diagnostic services, you need to use an “assumptive close.” This means you […]
I am a believer in “guerrilla marketing”, which is a strategy that allows us to compete with the big guys, without going head-to-head with them. It helped the colonies win […]
If you want to generate more repeat business, then there are a number of things you will need to do. You’ll need to deliver extraordinary value, exceed your customer’s expectations […]
If you want to build a more profitable, successful auto repair business, you’ll need to make sure that every single employee has a clearly defined, written job description. If you’re […]
When money is tight and people are on a fixed budget, their natural response is to hold back on spending, especially when it comes to anything that they consider to […]
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 […]