Blog2018-10-02T15:14:18-07:00

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|

A Big Reason Your Ads Are NOT Producing

Choices, choices, choices… We know for a fact that if you give people too many choices when it comes to responding to an ad, the most common way for them to respond is to do nothing. By that, I mean they put it off and don’t come back to it or they just flat out do nothing! No customer visit for you, NO money out of their wallet to your bank account. Today’s consumers are easily overwhelmed and too many [...]

September 12th, 2019|

Hiring Help From Veteran NASA Flight Director

As part of the celebration of the 50-year anniversary of the U.S. landing on the moon, I recently heard an interview with Gene Kranz, a veteran NASA flight director telling stories from the early days of NASA. He was flight director for the Apollo 11 moon landing and the author of the book Failure Is Not an Option. Don’t you feel as though that’s a great title for your business! He reveals behind-the-scenes details to demonstrate the leadership, discipline, trust, [...]

July 18th, 2019|

The Holy Grail – Customer Loyalty

One of the biggest complaints from business owners is about consumers NOT being loyal any longer. This is especially true of shop owners. A big reason for this is most of them remember a time when they fixed the car right and treated the customers right and charged a “fair” price they would keep coming back. Now, most will tell you there is NO such thing as customer loyalty. This isn’t 1990 any longer. The “new” consumer has no idea [...]

April 13th, 2019|