“I can get it cheaper from the parts store. You guys are too expensive, cancel everything!” Has anyone ever said this to you? This is what Laura, a first-time customer said to “Chris,” the service
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My wife and I were having breakfast at a local chain restaurant. “William,” the waiter, was friendly, the service was timely, and the food was tasty. Towards the end of our visit, William handed me
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As a district manager, I hated when my regional manager would visit without notice. One day, I received a call from “Rick,” my regional manager. He said he was in town and wanted to visit
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For most auto repair shop owners, the holiday season is challenging. Car count dwindles as customers prioritize shopping and feasting over maintenance and repair services. Travelers tend to be impatient and our service advisor becomes
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In 1991, a group of psychics joined forces to start The Psychic Friends Network. Singer Dionne Warwick was the host of this popular show that used infomercials to attract its customers. By 1994 the show
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I would count to ten and take deep breaths before my coaching calls with “Tom.” Tom is a shop owner who would agree to do certain things but never followed through. For example, he would
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It was August of 2009, and I was the new guy. As a rookie coach, I was curious as to why some shop owners experience great success, while others lose money on the bottom line
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Are you looking to raise the bar? One morning I came across a video from John Taffer, the host of “The Bar Rescue” reality show. I was surprised to hear that he’d been working with
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If you’re like most shop owners, one of your biggest challenges is finding and keeping great employees. You know that without high-quality techs and service advisors you can’t build a successful shop. And, if you’re
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Meet “Ron.” Ron had just graduated from college as a star athlete, with a short-term goal of becoming the sporting goods manager with Montgomery Wards, a major retailer at the time. (FYI to the millennials
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