Author Archive shopmarketing

What brings the most value to your shop?

When it comes to getting or keeping customers, there are many methods to choose from — but they aren’t all equally profitable. That brings up this question: What brings the most value to your shop? Here are three choices: Is it the time and money you spend on marketing, trying to reach new customers? Is it the time and money you spend on your rewards and loyalty programs, enticing your customers to keep coming back? Is it the time you spend working with dissatisfied customers, intervening before they stop doing business with you? The answer isn’t obvious If you’ve worked for a company that was successful in its marketing, you already know the first choice is not correct.Advertising is expensive. You spend a lot of time and effort reaching many people who will never become your customers. That metric is easy to track. Take your total expenditure on marketing activities, and divide that figure by…

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Is Your Customer Service Killing Your Revenue?

Customer Service Starts with You Going that Extra Mile for Your Customer In a busy auto repair shop environment, the process of maintaining and repairing vehicles tends to dominate everything else. But think about it for a moment: are those vehicles your customers? Of course not! The owners and drivers of those vehicles are your customers. And the type of experience they have while interacting with the people in your shop is the key to: Their satisfaction with your service Whether they will be back the next time they need repairs or maintenance Their willingness to talk up your shop to friends, neighbors, relatives and colleagues This all points to the importance of customer service in the success of your business. Customer service is the responsibility of everyone in your organization, from the owner down to the part-time employees. All it takes is one negative interaction to turn off a customer for good. Customer service…

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Dealing with Emotional Customers – A Guide

Customers who feel worried, anxious and upset can be difficult to deal with. The effort drains your energy and puts a kink in your day. Words are powerful — we know that. But the right words are even better. The best thing you can do for an emotional customer is to tell them exactly what they want to hear. No, not about their car. Despite what they’re saying, the car is not their underlying worry. It’s the expense of the repair that worries them — spending a lot of money on it. Or it’s the inconvenience of not having transportation when the car breaks down. Or it’s the decision they feel being forced on them — should they spend money on repairs or trade the car in for a new one? Those are the real issues you need to talk with them about. That’s why they brought their vehicle to you. They already have some…

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2018 Trade Shows

We’re on the road again! RepairPal will be exhibiting at the following trade shows in 2018 Ratchet and Wrench -  Chicago, IL. - 9/20 -9/22 Pronto - Grapevine, TX - 9/25 - 9/28  iGONC ASTE Conference  - Cary, NC -9/28 - 9/29 Precision - Las Vegas, NV - 10/4 - 10/6 NAPA - Mt. Pleasant, MI - 10/4 - 10/6  T.O.O.L.S. (Technicians & Owners on Learning Strategies) - Pocono Mano, PA -10/5 - 10/7 Shop Owner Management Conference - Pomona, CA - 10/19 - 10/21  AAPEX / SEMA - Las Vegas, NV -10/30 - 11/1   Come meet our experts while we demonstrate all the exciting services RepairPal offers. Keep checking back, as we’ll be adding more shows to our list in the coming months. For more information, please contact us at

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