Author Archive shopmarketing

2019 Trade Shows

We’re on the road again! RepairPal will be exhibiting at the following trade shows in 2019.

  • ASCCA Sacramento  –  Jan
  • Vision KC  –  Feb 28-Mar-3
  • ATE Seattle  –  Mar 16-18
  • ATI Superconference  –  Mar 21-24
  • DRIVE Expo  –  Mar 22-24

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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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...

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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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Don’t Waste Your Money – 4 Tips to Profitable Advertising

Much of the advertising we see is wasteful. It doesn’t return a profit on the money spent for it. Why? Because it repels people.

For example, how often do you mute the TV when commercials come on? How often do you throw junk mail in the trash without reading it?  If you’re like most people, you’ve developed the habit of ignoring advertising. Your customers (and potential customers) also ignore advertising — including yours.

Your advertising messages have to cut through all that negative inertia. Maybe you already know that, but still can’t figure out why your advertising does so poorly. Here’s why: Effective advertising does not repel people, it attracts them. It’s like dating. If you want to impress the other person, you will talk about them, not about yourself.

That’s enough theory; let’s get specific. Rather than advertising how great your shop...

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