Coach’s Corner

Every day we face dilemmas and choices, or the all-important question from our wives, “What do you want for dinner?” Let’s be honest, the answer “I don’t know” is not going to lead to the successful outcome of getting dinner…

Editor’s Note: The labor rates mentioned in this article are theoretical and should not be considered industry standards. Are you ready to face the most serious threat to your business? That is, the threat of your shop not having the necessary…

The automotive service and repair business is all about solving problems. In the case of vehicle maintenance, it’s about preventing problems. Shop owners have created a business around their ability to solve vehicle problems and their expertise in maintaining vehicles. When vehicles no…

Making the phone ring at your shop takes tremendous effort. It’s called marketing, advertising and brand awareness. Your business depends on people to respond to these efforts and reach out to you for help with their vehicle maintenance and repair needs .…

When asked why they answer the phone, most service advisers respond: “Because it’s my job.” I submit that many of the calls coming into shops are the result of service advisers failing to do their job. Let me share how service advisers…

Continuing our journey toward better processes, I recently spoke with a frustrated shop owner about a point of pain in his business. His concern was the time he spent dealing with upset customers. His example was the day he had…