This quick video tip from Elite’s Doris Barnes explains why it’s so important to carefully establish, and consistently reinforce your auto repair shop’s culture. For additional help creating the culture […]
Competition continues to heat up in this industry. New car dealer operations continue to close, franchise operations are consolidating, and sadly some independent shops are going away. What can you […]
From the summer of 1973, the year I graduated high school, until 1980, my goal was to become a world-class mechanic. On October 1, 1980, I put the key in […]
This quick video tip from Elite Director of Customer Relations Doris Barnes explains how your expectations will play a huge role in the success of your auto repair shop’s employees.
Most shop owners provide their service advisors with some flexibility in pricing. The objective is to give them the ability to adjust prices in order to ensure customer satisfaction, close […]
This quick video tip from Elite’s Bob Cooper and Doris Barnes reveals the 4 sales that your service advisors need to make with every single customer: For additional help generating […]
The Challenge: When Dave Dupont first inquired about Pro Service his shop was doing well with sales, but he felt that there was room for improvement when it came to […]
A good customer called me the other day to let me know that he has concerns regarding the quality of our work. Last week we installed an exhaust system on […]
Elite’s Certified Sales and Leadership Trainer, Jen Monclus, shares a quick video tip that will be absolutely critical to your service advisors’ success in overcoming sales objections. For additional help […]
According to a study on consumer behavior commissioned by Influence Central, there are 3 key determinants for trust in an online review: 1.) How much the person sounds like me […]
Recently I was at an affair with a few people I met for the first time. As usual, once they found out what I did for a living, the auto-related […]
Elite Director of Customer Relations Doris Barnes shares why it’s so important to be deliberate about catching your shop’s employees doing things right, and giving them the appropriate praise. For […]
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 […]