One of my members owns a very successful shop on the west coast. Despite COVID restrictions, wildfires, and being in a fairly small city, his shop thrives. His car count has stayed strong, his technicians have stayed productive, and sales are up almost 40% compared to 2019. I asked this shop owner for his insight…
Have you ever walked into a business and not been acknowledged? It does not feel great. All the more reason to be sure you always acknowledge a customer who has entered your business within 2-3 seconds. Even when you are assisting someone else, you can excuse yourself to make eye contact and say, “be with…
“So, you expect all of us here today, to be able to charge these unrealistic prices?” This question was posed to the ATI instructor by “John” while he was in an ATI service advisors class. John is a service manager who has been writing service for over twenty years. He has been there, done that,…
The countdown is on to a new year. If 2020 left your shop feeling like you’ve been in a boxing match most of the year, you are not alone. Auto repair shop owners across the United States and Canada faced challenges none of us expected. The good news is, if you made it to December,…
What happens when you have an intake dialogue with a customer, send the work order to the shop, they complete what was on the work order, you call the customer to say the car is done and they ask: “What did you find out about the noise I was hearing?” You can now hear a…