“Harry” is a shop owner in your area. One day he’s walking down the street thinking about his dreams, his dollars, and the upcoming decisions he will have to make at his shop. He’s so focused on his future that he fails to notice that there is a hole in the sidewalk. As a result, Harry falls in the hole!…
“That’s outrageous! It’s just too much!” Said “Gary,” the owner of a 2007 Toyota Camry in need of a power steering pump and fluid exchange. I overheard this conversation as I was listening to the recording of “John,” a service writer from Maryland, present the technician’s findings. It was painfully obvious that this call was not going…
I’m losing business because of the pricing matrix!” This statement was made by a shop owner named Rich, during our weekly coaching call. Both his car count and average repair order (ARO) were down from the previous year. He had two service writers named Steve and Chris. Even though they had the same invoice count, Steve held a…
Several weeks ago I took my car to a local tire retailer to resolve a slow leak. As soon as I arrived at the service counter, it became obvious that “Jeff,” the service writer, didn’t want my business. He didn’t smile, didn’t greet me, but he did say the following: “Sir, I need you to step…