I was working in a shop the other day; what a great day it was! Customers came in to have work done on their cars and the phone was ringing off the hook—it was wonderful …
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I was working in a shop the other day; what a great day it was! Customers came in to have work done on their cars and the phone was ringing off the hook—it was wonderful …
more about The Power of Onstage Presence
How do they do it? I asked this question several years ago, as a new member of my local Toastmasters International club. The meetings were held every Tuesday, and the room was always packed with aspiring …
more about How To Gain an Unfair Advantage
Who is usually the lowest paid person in your auto repair shop? Most of the time, it is the shop owner. When we account for every hour you spend working at the shop open to …
more about Give Yourself a Raise By Increasing Visit Frequency
It was the worst recording of an incoming phone call that I’d ever heard. It was so bad that I was sure Ashton Kutcher would appear to confirm that the call was really fake and …
more about How To Improve Your Car Count in Four Minutes or Less
You just got a bad review on Google. It’s a 1-star with a nasty one-sided story about what a terrible job you did, or how your shop ripped them off. As the shop owner, your …
more about You’re Not Ruined! How To Respond to a Negative Review
Calling a place of business to get a task taken care of, make an appointment, or just to gather information can be a dreaded event. Many people will put off the call because they know …
more about Influencing the Customer’s Behavior with a Professional Greeting
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 …
more about What Customer Service Should Look Like in Your Shop
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 …
more about Make an Impactful First Impression!
“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. …
more about The Inconvenient Truth About Your Shop
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 …
more about Your New Year’s Goal – Create a Target You Can’t Miss