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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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#191 How do I get to Carnegie Hall?

How do I get to Carnegie Hall? Practice, practice, practice! Do you ever rehearse your presentation before you make the call to the customer? Run through it a few times,...

Updated

March 22, 2015

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#190 Courting Mr. Spock?

Customers rarely use only common sense or logic to select a service. Yet we often approach marketing for new customers as if they always do, which explains why a fair...

Updated

March 15, 2015

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#189 Sit down and shut up

Talk less. Listen more. You will get more sales. And you won’t talk your way out of a sale that you have already closed. Pause for 1-2 seconds after the...

Updated

March 1, 2015

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#188 Let me be perfectly clear (New in the Premium Members area)

Communicate clearly. Few folks do this well today. Most customers want things to be simple, easy, and hassle free - including the extremely complex things. People like, and are more...

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February 8, 2015

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#187 Slow down!

Take a little extra time with every customer both in person and on the phone. During that time give them your undivided attention. There is no looking elsewhere. There is...

Updated

January 18, 2015

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#186 Your car needs this! – Well, maybe it does…

Your car needs this! – Well, maybe it does… When presenting services to customers, communicate confidently and with authority because confidence and authority sell. As soon as a customer senses...

Updated

December 14, 2014

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#185 Welcome to Wally’s! Watch your step and don’t touch that!

Welcome to Wally’s! Watch your step and don’t touch that! Tell anyone that you do car repair and Sanford and Son pops into their head. Negative stereotypes - Hollywood still portrays...

Updated

August 20, 2014

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#184 How to Blow a Hundred Grand

How to blow a hundred grand Obviously, all of your customer service employees should be people persons (at least I hope they are!). But, what about the techs, clean-up staff,...

Updated

July 26, 2014

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#183 Drones

Drones Avoid droning on and on and on. I rarely want to hear about the coefficient of friction. I have things to do. I want to know if you can...

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July 14, 2014

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#182 Your ads and website tell me…

Your ads and website tell me… …quite a bit, even if it’s not accurate. Basic ads and websites mean the shop’s expertise is pretty basic. Average ones tell me that...

Updated

July 8, 2014

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#181 You need to change your attitude, son!

When sizing someone up, how important is their attitude? How is yours when customers are sizing you up? Attitude shows and has a huge effect. Bad attitudes do not belong...

Updated

June 1, 2014

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#180 What did you do with your dreams?

Big rewards are usually preceded by big dreams. Remember your dreams when you first had your shop? What happened to them? Get them out, dust them off, adjust them as...

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April 20, 2014

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#179 You talk too much

Reduce the verbiage. Get rid of obvious and redundant words. Just cut to the chase and make your point. The world is filled with far too much text and too...

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March 31, 2014

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#178 I’m growing old just standing here

Like it or not, great service means speed. How can you take care of customers faster at your service counter? During write-up, during check-out, on the phone, using email. Make...

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March 20, 2014

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#177 Your niceness rating

How nice are you and your coworkers? Are they super polite, friendly, and helpful? Nothing else that you can do will draw customers in as much. Post this on your...

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February 28, 2014

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#176 Let me tell you about some of my other dates!

Let me tell you about some of my other dates! That’s a really, really bad idea. Don’t talk about any other customers past or present. I’m afraid what you might...

Updated

February 19, 2014

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#175 Bright eyed and bushy tailed!

Does that describe you in the morning? Who would customers rather talk to? Who has a better day? Who is better liked? Who enjoys themselves more? Who sells more? Go...

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January 1, 2014

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#174 Are you happy to see me?

When someone (anyone - customer or not) walks in the front door of your shop, how would the typical greeting that they receive be described? Weak? Fair? Good? Pretty good?...

Updated

December 9, 2013

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#173 One thing I don’t like about selling…

What’s the one thing that you would like to eliminate about the customer service process? What part of customer service interaction makes you the least comfortable? It shows and it...

Updated

December 1, 2013

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#172 Who are your Primary Competitors?

Who are your Primary Competitors? Can you name them? Are you sure, or is it an educated guess? For most shop owners it’s the latter. How could you make your...

Updated

October 28, 2013

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#171 A second big impact will occur…

A second big impact will occur during the last few moments of a customer’s visit. What is the feeling that you want them to have as they leave your shop?...

Updated

October 21, 2013

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#170 A big impact is about to occur

A big impact is about to occur An image of what your shop is all about will be engraved in a first time customer’s mind within the first 3-5 seconds...

Updated

September 21, 2013

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#169 Advertising is for losers who don’t have great word of mouth

Advertising is for losers who don’t have great word of mouth This is a bumper sticker found on the back of pick-ups as they haul away what did not sell...

Updated

September 8, 2013

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#168 You named your kid (shop) what?

Name or rename your shop very carefully. Your name is who you are. Many businesses have average names. Many have weak or terrible names. Just a few have excellent names....

Updated

August 25, 2013

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#167 You can’t win if you don’t play

Take risks. Virtually all successful businesses do. No risk, no reward. Growth and success always involve a certain amount of calculated risk. Sometimes you need to “break the rules”. Don’t...

Updated

August 18, 2013

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