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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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#316 Is Your Shop Fair?

One way to irritate employees is with a perceived lack of fairness. If you decide to let Harry often show up fifteen minutes late, then everyone should be able to...

Updated

January 22, 2022

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#315 Directions to Your Shop

You can write the perfect set of directions, but what works even better is several drone photos (or a brief video). Hire a professional photographer who uses drones to put...

Updated

January 7, 2022

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#314 Stop Winging It!

We formulate a reply, often an excuse or rebuttal, before the talker stops. We all do it. On the phone, in person, chat, text, or email. If you are not...

Updated

December 29, 2021

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#313 Simple Way to Get More Cars Done

Every morning, review the cars in-process and ask the appropriate employees why that car was not complete yesterday. Sure, many times, the answer is both obvious and legitimate, but ask...

Updated

December 19, 2021

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#312 Your Forgotten “Employees”

Employee’s family members are not technically your employees, but they can significantly influence the performance of your employees. Remember them. Does that new policy affect them? What will the family...

Updated

December 9, 2021

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#311 Planning a New Shop or Remodel

Glass. Whatever kind of construction you consider, add as much glass as possible, especially to the shop area. A massive picture window alongside a lift is ideal. When implemented correctly,...

Updated

November 28, 2021

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#310 Is this part of your Lighting Inspection Checklist?

Does your lights inspection checklist that technicians complete, and advisors view include text that says: “Offer to replace both sides.”? Increased customers' safety and convenience while improving sales. Everyone wins!

Updated

November 7, 2021

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#309 Why Customers Avoid the Appointment Form on Your Website

Some of the best customers love the idea of making their appointment online, yet they don’t do it. They tried it a few times, and when they arrived planning to...

Updated

October 24, 2021

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#308 Beware of this Shop Management Software Trap

If you are shopping for shop management software, make sure to ask if you will have free access (read-only) to your customer service history should you later change to another...

Updated

October 8, 2021

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#307 An Easy, Simple Customer Source

Customers can contact you by phone, email, website contact form, and maybe by texting. Some shops also have AI chat programs, while others have a live chat program, enabling people...

Updated

September 22, 2021

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#306 The Three Most Important Questions for Shop Owners

Before you make significant changes, before you change course, before you react strongly to something, ask yourself three things. 1: Are my shop and my staff operating honestly? 2: Are...

Updated

September 7, 2021

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#305 Do Your Technicians Know Why?

Often, technicians know precisely why you do certain things, why you have a policy or procedure. But, sometimes, they aren’t sure. Or they have assumed incorrectly. Or, they have no...

Updated

August 20, 2021

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#304 Numbers to track and post daily

Post the following numbers every morning for the day before and week so far for all employees to see. Include the goals.   1) Total billed hours for the shop...

Updated

August 1, 2021

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#303 Direct Mail is Fading Away, Right?

After all, everything is going digital, which means many once-packed mailboxes have become echo chambers unless they have that one piece of direct mail. The one from you. “Someone sent...

Updated

July 16, 2021

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#302 Little Things Some Customers Notice

It’s never been easier, yet it keeps getting worse. Spelling. Grammar. Punctuation. You don’t have to recall diagramming sentences from junior high – you just run it through some form...

Updated

June 21, 2021

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#301 Make Management Problems go Away – Fast!

How do successful shops make management problems go away quickly? Often, they “buy them” out. Money will fix many things in business. Consider nearly every kind of customer service issue....

Updated

June 1, 2021

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#300 Look for the Soft Points

We have dozens of things we want to get done. We choose one and go after it with determination. Progress is slow or non-existent. Solution? Drop it – for now....

Updated

May 2, 2021

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#299 Is Business Improving? Be Very Careful!

Most auto repair shops fall into the following trap. Business improves. Profit increases. Success! Next step – service worsens. “We no longer have to bust our tail for everyone who...

Updated

April 17, 2021

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#298 Customer Relations During COVID

Has everyone at your shop been vaccinated or recovered from COVID? Are you in an area where that is particularly important to people? Consider trying something like this: “For your...

Updated

April 1, 2021

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#297 You Run One of Two Kinds of Shops

Virtually all businesses of all types fall into one of two categories. The company is either run primarily for the convenience of and from the business owner and the employees'...

Updated

March 12, 2021

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#296 Industrial Parks or Areas – Should I Locate My Shop There?

Industrial parks are great places to mine for customers. They are terrible places to locate your repair shop. Many shop owners are unaware of the impact of people seeing their...

Updated

February 27, 2021

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#295 But I Don’t Want to be a Babysitter!

The problem is that we are all babysitters – or caretakers - of certain things and probably people to some extent. We are talking about everything you oversee, whether you...

Updated

February 9, 2021

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#294 Where are the Happiest Auto Technicians Found?

Believe it or not, you can typically find the happiest technicians at the most profitable repair shops. These shops usually provide the best pay, the most training, the most comprehensive...

Updated

January 17, 2021

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#293 Do Your Tool and Equipment Vendors Know?

Do you make it a point to communicate to all your equipment and tool suppliers at least once a year that you want to be the first guy they call...

Updated

December 28, 2020

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#292 Do You Think They Could be Ill?

Not just with COVID. Ill with anything. When you make an appointment or write up a job or take in a car, and you detect any indication that the owner...

Updated

December 15, 2020

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