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|

Breaking (Real) News…National Publication Praises Independent Repair Shops

Finally, there is confirmation of something we’ve always known. A highly independent publication is saying it. They even surveyed 40,000 consumers to prove it. What at they saying? They give several reasons why consumers should bring their cars to independent shops over ALL other choices they have!!!  The publication even shows the results of the survey and how we rated in a two-page graphic. … higher than the national chains, dealerships and more. Here are a few excerpts from the [...]

January 28th, 2019|

The Pittsburgh Tragedy Will Hurt Business, Even If…

​The Pittsburgh tragedy will hurt Business even if you're located across the country. A couple of weeks ago I was talking with a shop owner and he mentioned that business was down. I asked if there was anything in particular they attributed it to. He proceeded to say yes and let me know there was a recent tragedy in their town where 18 people died in a crash. Most lived in the community. The shop owner also mentioned that everyone [...]

October 29th, 2018|
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