Many years ago when I was still working on cars, I came to the realization that I would someday own my own shop. I also realized that in order to […]
#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 […]