Coach’s Corner

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…