Imagine for a moment that your goal is to visit Hawaii. To accomplish your goal, you invest in a travel agent named “Amy” who has a track record of helping thousands of other travelers like you get to the same destination. Based on this experience, she selects a specific all-inclusive package that includes the flight,…
“It’s not my fault, it’s the area,” said Matt, a service manager who worked for me back in 2001. “We can’t find good people because of the low unemployment rate and high median income.” This shop had a history of being understaffed on tire technicians and mechanics. Matt was the third manager in the last…
“Craig“ passed the Wonderlic with flying colors! His accuracy score was a 10, and if you Googled the words “peacock personality,” Craig’s picture would appear! He aced his initial interview with “Samantha” the shop owner. According to Samantha, he was “the cat’s meow,” and “the greatest thing since sliced bread!” My follow-up phone interview was…
“I can get it cheaper from the parts store. You guys are too expensive, cancel everything!” Has anyone ever said this to you? This is what Laura, a first-time customer said to “Chris,” the service writer after he presented her with a $530 estimate for a distributor on her Mitsubishi Eclipse. “Rich,” the shop owner,…