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#341 Clocks

Install oversized, bright digital clocks with seconds. Everywhere in the building. Add enough of them so a glance is all one ever needs to know the time. Clocks don’t hurry anyone, but...

Updated

December 8, 2022

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#340 Take the Offer

The map lady says, “I found a faster route.” Did you take it? Too often, we do not. Not just route options but all sorts of better, yet different, options...

Updated

November 30, 2022

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#339 Cleaning Up Your To-Do List

When adding anything to your to-do list, always include the date. The simplest way to do this is with six digits. November 20, 2022, becomes 112022. After a set time,...

Updated

November 20, 2022

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#338 I Need to Know Now

It seems that today everyone wants everything immediately. That includes people contacting your shop by phone, email, website form, chat, text, in person, and carrier pigeon. Treat every contact like...

Updated

November 13, 2022

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#337 Why Most Customer Surveys are a Waste of Time

Many surveys aim to get positive (often misleading) results, and most have replies that do not match the customer's actual thinking. Usually, customer surveys are way too long. To get...

Updated

October 29, 2022

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#336 The Calm Customer Lounge

You know that background music you hear at high-end restaurants – usually some light jazz? There are thousands of offerings like that on YouTube, and many have some very cool...

Updated

October 9, 2022

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#335 The Goal is 5:00

When your shop opens every morning, the goal should be to complete every car coming in today and every car still here from the day before by 5:00 today. I...

Updated

September 27, 2022

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#334 Solving Management Problems

Q: Why are my employees always depending on me to solve every problem? A: Because you do. What you don’t do is tell them to “Figure it out.” and go...

Updated

September 18, 2022

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#333 Changing Positions within the Shop

We want Harry to move from tech to advisor. Or advisor to the manager. Or tech to shop foreman. Etc. So, we have him work in the new role while...

Updated

August 22, 2022

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#332 About That “To Do” List of Yours

The list will never get done, and it’s not supposed to get all done. Realize and accept that. Did you pick several things off your list today? That’s a win....

Updated

August 3, 2022

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#331 Prioritizing Your Customers

The problem with trying to be the person who does the least whining, complaining, and nagging is that you often end up being the person they shove to the back...

Updated

July 7, 2022

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#330 Are Parts Ruining Your Shop?

Stop what you are doing and walk around your shop right now. Ask everyone: “What one thing slows down the repair process the most?” If the majority say “parts,” and...

Updated

July 1, 2022

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#329 WHY EMPLOYEE MEETINGS OFTEN DON’T WORK

Some folks will seldom or never say something at an employee meeting even though they have things to say. While you cannot change that, you can use messaging, email, lunches,...

Updated

June 1, 2022

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#328 ADVISOR OR A MANAGER?

The best advisors usually make less than great managers. The best managers typically are less than great advisors. They think differently, and they see things differently. Advisors sell. Managers are...

Updated

May 12, 2022

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#327 WHAT YOU SHOULD EXPECT FROM YOUR SERVICE ADVISOR?

#327 WHAT YOU SHOULD EXPECT FROM YOUR SERVICE ADVISOR? Sales. That’s pretty much it. A service advisor is a professional salesperson, and the best ones have few other duties because...

Updated

April 29, 2022

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#326 – FIRST RULE OF SUCCESSFUL SHOP OWNERSHIP

Tip #326 - FIRST RULE OF SUCCESSFUL SHOP OWNERSHIP You must, MUST learn to let someone else handle it – whatever it is. We’ve all heard it a thousand times,...

Updated

April 22, 2022

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#325 STRESS, LEAKS, NOISES, AND ENGINE MISS

#325 STRESS, LEAKS, NOISES, AND ENGINE MISS Daily we diagnose and fix three of those. Do the same with the other one. Take the same logical diagnostic approach: complaint, cause,...

Updated

April 16, 2022

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#324 I CAN SEE CLEARLY NOW

TIP # 324 I CAN SEE CLEARLY NOW Why? Because I packed up my office and moved it to my favorite vacation spot for 30 days. I can still be...

Updated

April 8, 2022

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#323 WHO RECEIVES YOUR MARKETING?

#323 WHO RECEIVES YOUR MARKETING? It should include you and all your vehicles. Sure, you approved the proof, but what does it look like in the real world? Specials, oil...

Updated

April 4, 2022

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#322 CUSTOMERS LOVE IT – FEW SHOPS DO IT WELL

#322 CUSTOMERS LOVE IT – FEW SHOPS DO IT WELL Today, everyone wants everything now. Getting a car repair back fast is enormous. Yet, few shops today focus enough on...

Updated

March 22, 2022

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#321 Planning Ahead? Maybe Not So Much

You must have detailed long-term plans on where you are going! That was good advice at one time. Today it takes just a few years – sometimes months – for...

Updated

March 11, 2022

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#320 What You Don’t Know About Customer Service

We think we are experts in customer service in auto repair. If you want to know how much you don’t know, commit to taking all of your personal cars to...

Updated

February 25, 2022

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#319 Guaranteed Minimum Pay

The problem with a minimum pay guarantee is that the pay can be way under one week and way over the next. Every week it’s under the shop pays. Instead,...

Updated

February 18, 2022

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#318 How to Write a Fantastic Help Wanted Ad

I am a tech or advisor looking to work at the best shop in town. Your help wanted ad looks pretty much like all the others. Ho-hum. Yet, most shop...

Updated

February 9, 2022

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#317 Languages in Your Shop

It can be challenging working in a shop where multiple languages are common. First, make it a policy that the most common language of your customers is the one that...

Updated

January 28, 2022

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