RepairPal connects consumers with
the best auto repair shops
across the nation

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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Price Questions Over the Phone

Your phone rings and you get the usual question, “How much will this repair cost?” Many customers start with this question because they simply don’t know what else to ask when talking to mechanic. Yes, there will be times you will come into contact with customers who are just price shopping, but often you may be speaking with someone who just doesn’t know what they should be asking you. According to a Google study on the auto repair industry, 81% of consumers say that they’re willing to pay more for quality service from a repair shop they trust. And in our research, we’ve found that 72% of car owners say that not knowing what repairs will cost makes them anxious. So, often what customers are asking when they ask about price is actually, “Can I trust you to take good care of my car and charge me fairly?” When a prospect calls and asks how…

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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 Shop Hacker - Franklin, TN - 10/28-10/29  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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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 is, how nice its equipment is and how wonderful your people are, advertise…

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Why Training Will Help You Get and Keep Skilled Techs

Ask a typical shop owner what the best way to keep techs loyal is, and the most common answer will be “money.” But this isn’t correct — it’s been proven wrong countless times in other industries. Numerous studies have been conducted to learn what motivates employees. When asked to list the 10 things most important to their workers, managers almost always put money, commissions and bonuses at the top of the list. But when employees were asked, they placed money a lot lower. What will keep techs loyal to you? If you’ve studied management or psychology, you know that workers often say these things are more important than money: 1) They want to feel respected by their managers. 2) They want to feel important to the company they work for. 3) They want to feel like their work is meaningful — that it makes life better for somebody. When you provide ongoing training, you help…

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