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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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#144 Don’t hide

Not you, not your techs, not your office staff, not your shop where their car is being serviced. Make all of this as easy to view as possible. Very few...

Updated

August 15, 2012

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#143 It’s not just about car service

In most cases folks are not looking only for auto service, but a relationship with someone who they can depend on to make this area of their life something that...

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August 15, 2012

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#142 Is it easy to do business with you?

Have you ever decided to try a product or service, started the process, and then just gave up because it was too much of a nuisance to buy it? How...

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August 15, 2012

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#141 Energy Costs too High?

It’s a good time of the year to do the same things at the shop that many of us do at home. Take a good look at where the heating...

Updated

May 1, 2012

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#140 Trade Associations – Waste or Value?

It could be either or both. The largest plus is the “association” with others who also belong. Far too many shop owners live on their own little island either by...

Updated

May 1, 2012

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#139 Your Car has how many Miles on it?

That should be a frequent comment from your customers when you give them a ride, give them a loaner or just talk about your personal and company vehicles. Owning newer...

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May 1, 2012

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#138 Enhance your Show and Tell

For quite some time now shops have regularly taken photos of various failures or the different stages of larger jobs. Then, when the customer is at the shop someone grabs...

Updated

March 3, 2012

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#137 Before you tell them what’s Wrong with their Car…

See if you can find one or two things that stand out as being good. Low miles, extra clean, no rust, sharp body style, great fuel mileage, never towed in,...

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March 3, 2012

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#136 A Better Oil Change Reminder

Of course you are already using regular mail, email and phone calls to remind your customers when their oil change is due. But, are you texting them, too? Something like...

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March 3, 2012

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#135 Estimate Requests – Do you just let them die?

You received an estimate request by email or phone or someone just walked in and asked. You decided to provide one (good idea if handled correctly). So, now what do...

Updated

January 17, 2012

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#134 Keeping Your Employees Informed

If you are a typical shop owner, a lot of information comes to mind as you go through your week. Much of it is about things that you would like...

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January 17, 2012

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#133 Google Reviews – Two Things to Watch

Did you know that Google reviews are not always listed in dated order? That great new review can get buried on page three while that old nasty review stays on...

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January 17, 2012

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#132 Hide The Fax Machine

In many shops about the only reason the fax gets fired up is to receive parts diagrams, usually from a new car dealer. But today many shops can bring up...

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November 6, 2011

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#131 Do You Look Busy Enough?

If there is little activity at a shop, many people believe that the shop can't be very good. Your parking lot and your shop should normally be at least half...

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November 6, 2011

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#130 You Check Your Email How Often?

For many business owners today, the reply is not near often enough. A customer emails a request and waits hours or days for a reply. Someone at your shop should...

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November 6, 2011

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#129 Make Your Day Less Confusing

Make it mandatory that when writing up an appointment RO, the customer is always asked what time they will be coming in. Of course you do this for waiters, but...

Updated

September 11, 2011

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#128 After Hours Drop Off Approvals

One common problem with night drops is getting initial approval for a specific dollar amount. Even though you ask customers to make sure to include a dollar amount (increasingly becoming...

Updated

September 11, 2011

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#127 Don’t Stop Asking!

You absolutely must get those customer emails. Forget that you may not have had much success in the past. Remember that there was a time when it was very difficult...

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September 11, 2011

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#126 You Like Options – So Do Your Customers

"Here is the fix and the price. Take it or leave it." Hmmmm. Maybe I'll just leave it. Or..." Here are your options. You can do it this way with...

Updated

July 19, 2011

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#125 Significant Incentive Pay – For Everyone!

One thing that you will typically find in successful repair shops is a good incentive pay plan. Sales and gross profit based for service advisors and parts staff, and production...

Updated

July 16, 2011

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#124 Don’t Get So Technical!

It is often said that some of the worst people to have at your front counter are former or current technicians. Yes, it is helpful that they “know the product”,...

Updated

July 16, 2011

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#123 You Send Oil Change Reminders To Who?

Of course you send them to customers who had you change their oil. But, what about everyone else? Almost every car in your shop has an oil change sticker on...

Updated

April 6, 2011

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#122 Can You Just Take A Quick Look At It?

The reason that many shops say no is little more than a bad habit learned from people who worked in the past where customer service was not as critical as...

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April 6, 2011

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#121 New Car Dealers Eating Your Lunch?

Most new car dealer service departments offer a variety of specials which they change on a monthly or seasonal schedule. You should do the same. To get some ideas and...

Updated

April 6, 2011

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#120 Easy Sales That Many Shops Miss

While it's been discussed to death, far too many shops still do far too little with the factory maintenance schedules, or they over complicate the process by editing them and...

Updated

February 27, 2011

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