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A favorite of many members – short, to-the-point management tips. New tips are added regularly. Premium Membership is required for access.

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#369 Before You Unload That Pain in the Neck Customer

PITN customers help us appreciate better customers. Handling PITN customers well is often good customer service practice. PITN customers are often not welcome in other businesses, and because of that,...

Updated

January 11, 2024

#368 When to Get Preauthorization for Repairs

We’ve all heard the suggestion that we should try to get preauthorization to speed up the process and increase sales. However, a policy asking everyone to authorize a large amount...

Updated

January 1, 2024

#367 Stop – Do It Now

Maybe it’s a request. Or something you just thought of. It’s a task of some kind that definitely can be completed in less than five minutes. You have all the...

Updated

December 17, 2023

#366 Management Efficiency Through Dating

Always include today’s date on everything when you are writing something. When creating a document, add it to the title line. Loaner car procedure 11.21.23 Add the date when writing...

Updated

November 22, 2023

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#365 Handling Customer Complaints Made Easy

If you were the customer, what would you like to happen? Do that. Too easy? Pose the question to everyone on your staff. Odds are the answers will point you in...

Updated

November 7, 2023

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#364 What about option 4?

An issue comes up, and you need to decide what to do. You think about it and devise three possible ways to approach it. You must take some action! Doing...

Updated

October 18, 2023

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#363 You Might Want to Double Check That

You hear someone make a statement. You know they are wrong. But are you 100% sure? If not, be quiet. Later, when you get a chance, recheck the facts. You...

Updated

August 20, 2023

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#362 Fixing One Hundred Leaks at Your Shop

Your list is enormous. Probably more extensive than some shops, but probably smaller than many others! Fix a leak. Just one leak repair that saves a few dollars. Next week,...

Updated

July 31, 2023

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#361 Who is Your Fussiest Employee?

Give him or her a new task. Make sure they receive every marketing email, text, or mailer of any kind from your shop. Tell them you want these to be...

Updated

June 12, 2023

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#360 Quit Minding Your Own Business

Everyone has a lot of things going on in their life, including your employees. Be politely nosey. Maybe they have good news or bad news they’d like to share with...

Updated

May 26, 2023

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#359 Move That Phone!

You can’t pick it up if it’s not there. You’ve hired people to answer the phone. Create a telephone answering policy that does not involve you. When you need to...

Updated

May 21, 2023

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#358 An Experienced Tech Should Bill 50 Hours

An average of 50 or more in a 40-hour week is a reasonable goal in most independent shop settings. The technician brings his ability, and the shop owner must do...

Updated

April 21, 2023

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#357 I Don’t Know How to Do That

Virtually everything you can do today – every accomplishment, talent, skill – would have been accurately preceded by: “I don’t know how to do that.” Then, you learned how to...

Updated

April 11, 2023

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#356 Photo Surprises!

Your website, social sites, and other places on the internet probably have photos of your shop—sometimes from two, five, ten, and even twenty years ago. The odds are many of...

Updated

April 6, 2023

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#355 The Primary Reason Shops Grow

Auto repair shop growth is typically proportional to how much a business is willing to spend (wisely) on employees. Low spenders tend to stay small even if they do everything...

Updated

March 27, 2023

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#354 Add this Photo to Every RO

On the way to gathering the initial vehicle information, stop at the car's front corner and take a photo large enough to include the whole car. Including this photo on...

Updated

March 19, 2023

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#353 Vacations and Days Off

Once each week, post on your shop communication system (Slack, etc.) all the days and weeks employees will be off during the year. Posting the schedule will reduce questions and...

Updated

March 13, 2023

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#352 Comeback Consciousness

While we don’t want to constantly beat up on the staff about comebacks (some shops call them rechecks), we also don’t want awareness to be too distant. Once a month,...

Updated

March 6, 2023

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#351 Unconfuse Your Employees

Where do the ideas come from initially when you add policies and procedures (SOPs)? Situations? Classes? You? Those are all good, but what about your employees? How often do you...

Updated

February 27, 2023

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#350 Hiring; Do You Perform this Simple Step?

Reviews are a frequent hot topic. But how many shops look at online reviews written by potential employees? How do they view the world? How do they critique businesses and...

Updated

February 12, 2023

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#349 What did They Expect?

Nearly every time a customer is unhappy, it's because what they got is not what they expected. To them, it was not crystal clear. Make sure it is crystal clear....

Updated

February 5, 2023

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#348 Aim for Better – Not for Perfect

It’s easy to spend a lot of time and effort trying to perfect something. Here’s why that is often not the best choice. 1: The goal you are after rarely...

Updated

January 30, 2023

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#347 Automated Behavior Change

The next time an employee does something contrary to how you want it handled, ask yourself if you can fix it without trying to get him to remember to change...

Updated

January 23, 2023

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#346 Spread it Out for Greater Impact

It’s a never-ending list of equipment, tools, improvements, upgrades, and updates. You likely have a list, and you’ve probably set priorities. Now, pick a recurring day once every week or...

Updated

January 15, 2023

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#345 It Never Happened

When you are asked for information and know that you already handled it, and the person already received it, pretend the first time never happened whenever possible. Now, if it...

Updated

January 8, 2023

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