Now that the summer months have arrived, have your techs turn on the A/C and see if the system is working as part of their preliminary checks. Is the compressor […]
Elite’s Certified Sales & Leadership Trainer Jen Monclus shares the 2 questions that your service advisors need to be asking after every conversation with your shop’s customers. For additional help […]
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, […]
A long-time customer approached me with a concern and asked, “Why is it that almost every time I come to see you, you recommend something? You are also more expensive […]
This quick video tip from Elite’s Doris Barnes shares how shop owners can establish a consistent brand, and deliver a consistently extraordinary customer experience Transcript: Hi, everyone. I’m Doris Barnes, […]
In order to prevent maintenance service sales objections, you need to make sure that your customers fully understand the benefits of these valuable services. For example, you should try saying […]
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 […]
Back in the 1970s, the success of the repair shop could be traced directly to three things: General Motors, Ford, and Chrysler. Those cars needed a ton of repair work […]
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 […]
At Elite we encourage our clients to invest 50% of their advertising budget into traditional advertising campaigns, such as print, radio, CRM programs, etc. The remaining 50% should be invested […]
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 […]
As our industry continues to evolve, there are a number of changes you need to consider. Cars are being built better, so they are lasting longer, and with service intervals […]
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 […]