Customer Service Starts with Going that Extra Mile In a busy auto repair shop environment, the process of maintaining and repairing vehicles tends to dominate everything else. But think about

When it comes to acquiring new customers or retaining current customers, there are a couple of methods to choose from. Some ways are: The time and money you spend on

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 entirely true — it’s been

A shift in consumer behavior is upon us! We are living in a time when customers are able to buy parts for their vehicles with just a tap of a

To achieve high levels of performance in your shop, you need to have a complete staff of techs who are ready, willing, and able to serve your customers’ automotive repair

Once you have your techs properly trained, working together toward the same goals, and aligned with your shop’s processes and procedures, you can move to the next level, keeping them

We all know that the combination of substance abuse and addiction is major issue affecting a large number of people across our country. We see the stories about it in the media every day. Many of us know of friends, relatives, or acquaintances who suffer from its effects, either directly or indirectly. As a result of its being a part...

To achieve high levels of performance in your shop, you need to have a complete staff of techs who are ready, willing and able to serve your customers’ automotive repair and maintenance needs. When a tech leaves, it makes a hole in your organization that negatively affects your work flow, your cash flow, your profitability, your techs’ morale, and your...

Once that you have your techs properly trained, working together toward the same goals, and aligned with your shop’s processes and procedures, you can move to the next level. Let’s take a look at what it takes to improve your techs’ productivity, and how to keep them happy as you work toward the achievement of this goal. Productivity: it’s a...

Now that you have hired a team of outstanding techs of various skill levels for your shop, it’s time to put them to work. This is your labor force, and you must deploy it in such a way that you achieve these goals: Efficiency Profitability Customer satisfaction Employee buy-in Let’s take a look at some of the ways to manage...

The shortage of good technicians is a fact of life in the auto repair industry. Combined with the high rate of employee turnover in the average shop, it is a virtual certainty that you will need to hire new technicians at some point in the near future. When it does come time to hire, what should you look for in...

We are not the same society that we were before the COVID-19 outbreak. This public healthcare crisis has forced us to change the way we live our lives. Many of these changes will be with us for a long time to come, so we must adapt to the needs of “the new normal.” The only certainty is that there will...

Many questions remain about how to approach the reopening of society in the wake of the COVID-19 crisis. There are potential minefields that can land you and your business in a lot of trouble, if you aren’t careful. Here are seven mistakes to avoid: Don’t ignore unresolved COVID-19 liability issues What happens if someone gets COVID-19 at your shop? The...

Things have changed as a result of the COVID-19 crisis. Social isolation has sent the population online for information, access to other people, and even the food they need to survive. What are people doing online while they have been stuck inside? Video calls to connect with friends, relatives, and work colleagues Online grocery shopping Restaurant food delivery and takeout...

Positive cash flow is essential. It lets you cover your rent or mortgage, pay your employees, buy parts and supplies, do the necessary marketing, and provide the technology that keeps it all running smoothly. The COVID-19 crisis has brought the economy to a standstill, throwing millions out of work and isolating them at home. How can your shop survive with...

Automotive repair shops are considered essential services during the COVID-19 pandemic. Shops staying open must modify their operations to conform with all CDC recommendations to keep their shops clean and virus-free. Beyond this basic level of cleanliness, your shop needs to institute practices that show your customers that they can have their vehicles serviced with minimal risk of having the...

The world has changed in the wake of COVID-19. Your customers’ lives have been powerfully impacted by the changes needed to get through the crisis this virus has created. The

The future outlook for new technicians Let’s start with the good news. There is a huge demand for automotive technicians throughout the automotive service industry. The not-so-good news is that

Prepare for the future by adding services that customers want to spend money on: As we look into the near future of the independent repair shop, there are some changes

Connected cars will bring many changes As increasing numbers of new vehicles come with built-in connectivity and wi-fi hotspots, vehicle manufacturers will have 24/7 access to their vehicles. The carmakers