Blog2018-10-02T15:14:18-04:00

More Change Coming

Whether We Like it or Not There IS More Change Coming You’ve often heard the only constant in business is CHANGE. Many changes have been necessary due to the pandemic, many changes are happening faster than most are comfortable with. The most successful shop owners I know make changes rather than fight them. They change before they are backed into a corner, forced to make changes. They change sooner rather than later so they are NOT playing catch [...]

A Tip From a Customer Service Expert

Shop owners often ask me, "Why does a marketing consultant talk about customer service"? It's simple. Great customer service is critical for when the marketing works to get the phone to ring or to get them to show up to your shop. I once worked with a shop on a campaign, and, when I checked see what kind of results the campaign was producing, the owner said "We're getting a lot of calls but no appointments". Alarm bells went [...]

June 23rd, 2020|

Shop Owners, are you making these two BIG marketing mistakes?

Too often I am encountering shop owners who quit collecting emails from their customers – Big Mistake!! Contrary to What You May be Hearing…Email is Not Dead It may not work well all by itself as a marketing media to deliver a high response rate but email is evolving. That doesn’t mean email is dead, especially if done properly. We know there is no one media that is THE most effective when it comes to reaching the maximum number of customers. [...]

December 10th, 2019|

Getting Them(customers) to Come Back

If you want to generate more repeat business, then there are a number of things you will need to do. You’ll need to deliver an extraordinary value, exceed your customers’ expectations at every touch point, and stay in touch with your customers after the sale.   Over the years, I have discovered that most service advisors have the right intent and make their best effort to do all of these things. They want to do a good job. They should [...]

October 24th, 2019|

Are You contributing to Your Customer’s Anxiety?

For years, shop owners have expressed a concern about over-communicating with their customers. They say they don’t want the customer to feel like they are “bugging” them. Too often they take the route of “I wouldn’t like it if…” News Flash. YOU are not your customer. You have insider knowledge about their car your process, your prices, etc. they don’t have and it makes them uncomfortable NOT KNOWING.   The reality is --- You CAN’T over-communicate with your customers. In [...]

October 7th, 2019|

Important Changes in Consumer Behavior

You’ve often heard the only constant in business is that things keep changing. Due to technology things are changing faster than most are comfortable with. The most successful shop owners I know make changes rather than fight them. They change before they are backed into a corner. They change sooner rather than later so they are NOT playing catch up! Not making this newest change quickly WILL cost you customers and money. This change will improve your relationship with your [...]

September 23rd, 2019|