Customer loyalty is much more elusive and difficult to acquire than ever before, and to maintain your customers, you have to continue to “wow” them by providing exceptional service that glues them to you. Customers will leave and go to…
Three new technologies that repair professionals can use to detect serious problems before they cause serious breakdowns. The faster automotive manufacturers develop new technologies to improve vehicle performance and automation, the faster automotive service repair professionals find problems with these…
What’s the best tool for helping you work ‘on’ your business instead of ‘in’ your business? After selling my business in Buffalo, N.Y., in 2000, I moved to Maine seeking another business to acquire. I brought numerous businesses to the…
If so, it might be because you’ve forgotten the fact that you’re in the ‘knowledge’ business. Independent shop operators realize their labor rates must move higher to retain competent technicians, and the customer/client must be educated about the realities of…
When a service adviser tells the customer a shop tech made a mistake that’ll mean replacing a transmission... ... What would you do? One of our customers came in with a late-model Toyota Camry for some routine service work. Even…
What do the changes mean for the auto repair industry? The final U.S. House and Senate races have been called, and President Donald Trump’s new administration is moving forward with thousands of political appointments. There are some 2.8 million federal…
Trusting his employees to do the right thing created this shop owner’s winning culture. Ryan Cropper has a crystal-clear vision of his professional life, even though he sees things a lot differently than most of the industry. Cropper, owner of…
Your customers expect authoritative advice. So check out these examples for making their cars better than new. Our customers rely on us for our wisdom and experience, and this is of upmost importance when we have a chance to make…
This will be my final Chairman’s Message, as the duties of ASA chairman will shift to Roy Schnepper in April. My wife, Christy, and I want to thank you for your friendship and support that have been a hallmark of…
Shop owners and automaker reps share concerns over certification’s costs and ROI. But what’s the bottom line? Now that more collision repair shops have experience with automotive manufacturers’ certification programs, it’s common to hear comments of concern from shop owners…
Six foolproof ways to protect you and your customers from mishaps caused by counterfeit parts. The word “counterfeit” means a copy or replica of something manufactured with the intent to defraud. If, for example, you bought a Rolex from a…
Follow these 10 proven marketing techniques to better communicate your message to female consumers. You’ve heard it before: Women are the majority purchasers and influencers in the automotive industry today. This has been true for more than a decade now,…
What’s the worst that could happen if you don’t read it? I think we’re all guilty of checking the “I agree” button at the end of a full-page disclaimer, just to get an app on your phone or sign up…
To move forward as an independent shop owner in today’s business environment, it’s time to get your attitude in order. Here’s how. With all the daily pressures of running an automotive service or collision repair business, it’s amazing how the…
The following scenario was sent in by Andy Daniels of Frank’s Automotive in Tulare, Calif. “A first-time customer had her 2008 Hyundai Sonata V6 towed in for a no-start condition. We ran several tests and determined that the fuel pump…
Illinois shop owner creates value for his customers with a service approach that he calls ‘anti-retail.’ Dave Becker is a man with a plan. Becker, owner of Wheeling Auto Center in Arlington Heights, Ill., entered the auto service industry about…
The 2017 118-hp, 2.0-liter model looks good, but is it? Ford Motor Co. saw the light in hybrid technology with the introduction of the model year (M/Y) 2005 Escape hybrid. Since then, they’ve made many improvements and gained market share.…
If you work in this business you either embrace change or change leaves you behind. You’ve heard, or read, that technology is growing at an alarming pace, and it seems that every time I attend a connected-car event the countdown…
