#1. Under promise and over-deliver. If you apply this principle to your business, you can often exceed the customer’s expectations. As an example, when your competitors are asked how long […]
We all know that there are many things you can do when it comes to customer retention. Follow-up calls, sending out service reminder notices, ongoing advertising campaigns that keep your […]
I am sure we can all agree that our industry, and society, has been going through quite a transformation. One of the changes that’s had an extraordinary impact, and will […]
A while back I had the opportunity to interview over forty people for a panel of customers. My intent was to discover what drives their decisions in choosing an auto […]
We can all agree that generating happy customers is critical to the success of your shop. Below you’ll find 5 tips we teach in our service advisor training courses that […]
1. Be prepared to cost-justify. When it comes to selling maintenance, one of the single greatest mistakes that shop owners and service advisors make is being unprepared to cost-justify the […]
Over the years I have seen hundreds, if not thousands of shop owners do irreparable damage to their businesses. This damage occurs when they are mesmerized by the management trainers […]
In a typical opening conversation with a service advisor last week I asked “How is the shop doing”. His response was “The shop is slammed… I can’t take another thing […]
Institutional advertising programs like print media, electronic media, etc., have their place. Clearly they can help you keep the name of your company at the top of people’s minds, and […]
If you want to build a more profitable auto repair business, here are 6 proven tips for your waiting room that can help you do just that: #1. Get rid […]
Your auto repair customers are price sensitive…help them choose your shop. Not long ago, I interviewed over forty people for a panel of customers that I moderated in Dallas, Texas. […]
When your employees come to work in the morning, you’re entitled to expect them to be “thinking” about their job as well as doing it. The “thinking” part includes considering […]
“Use my Three Strikes program with any employee behavior that needs to change, and you have my promise! You will be amazed at the results!” When you start to see […]
If you want to build a more profitable, successful business, here are five tips that work… 1. If your employees show little or no interest in training, then you may […]
Think twice before you start giving auto shop employee raises based on tenure alone… Before you start giving raises to your auto shop employees based on tenure alone, consider this: […]
“Think the cost of each customer complaint doesn’t have much effect on your bank account? You’re kidding, right?”When it comes to the cost of customer complaints, most auto shop owners […]
“Most shop owners think the way to build a more profitable business is by price shopping each part. Unfortunately, more often than not, they’re not just off a little. They’re […]
The RIGHT way to measure customer satisfaction in your auto repair shop… Far too many shop owners don’t measure Customer Satisfaction in their auto repair shops. It’s not that they’re […]
With vehicles being built better than ever before, and with service intervals continually being extended, you are going to see your customers less often. This means that your service advisors […]
In the coming years, no component of your business will be more critical to your success than the caliber of the people who work with you. In order to hire […]