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Ever wonder what a failure to communicate might look like – or mean to – your shop? Picture this scenario: A customer drops his car off at a shop, explaining to the service advisor that the A/C isn’t functioning and there are lights on the instrument panel. He’s not sure exactly what’s going on, but […]

If you’re planning a long-distance trip – for pleasure or business – it’s likely you’ll take a plane to your final destination. Flying is a quick and effective way to reach a far-off land full of fun and excitement. Of course, the scenario never changes. You settle into your seat and the boarding door closes.

One of my most memorable experiences has been climbing the falls while traveling in Jamaica. In the middle of the southern side of Jamaica is the town of Ocho Rios with its famous tourist attraction, Dunn’s River Falls. In images of the falls, you’ll see tourists hand-in-hand traversing the 180-foot elevation and 600-foot length.  The

You probably didn’t wake up today and say, “Hey, let’s have a mediocre day!” However, even with the most optimistic outlook, an untrained or improperly motivated staff can quickly turn a great day into a mediocre one.  Your service advisor is your shop’s “front man,” but a poorly trained staff member who doesn’t know the

If you are like me, as the clock strikes midnight and the year begins anew, you stop to reflect on the past year. Evaluation of personal, professional and business habits is the norm for most people. The New Year is always a great time to start, adapt or eliminate a current behavior to maximize the

Imagine that you are cruising across the state in your favorite muscle car. It might be a vintage Camaro, ‘Cuda, or even a classic Boss Mustang. No modern connectivity and you decided to leave your cell phone behind because you wanted to take a technology break.

Signs are everywhere. Some communicate their message effectively, while others fall flat – and some are just downright confusing. The Five Man Electrical Band sang in 1971: “Sign, sign, everywhere a sign blockin’ out the scenery, breakin’ my mind. Do this, don’t do that, can’t you read the sign?”

Will you be ready when one of your technicians or advisors, steps into your offices, closes the door, and says“ Hey Boss, do you have a minute to talk?” We’ve all had that happen and today I’ll give you 5 tips to being ready for that moment by having an on-going recruiting plan in place.

Whether you love it because it gives you peace of mind or hate it because you feel like it’s money spent every month without any obvious return on investment, insurance is a critical part of a successful repair shop operation.

Owners who spend six months or less on the plan ended up with an 80% failure rate, but those who spent a year or more on the plan had an 80% success rate.