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Recently I was on the West Coast facilitating an ATI 20 Group meeting. On the evening of the first day, we all decided to go to a fancy restaurant for dinner. Once we got there, …
more about Rainmaker or Order Taker – Which One is Your Service Advisor?

Do you remember the movie “The Sixth Sense”? In that movie, there is one of the most famous lines from a movie of all time as far as I am concerned. It is this: “I …
more about I See Dead People — I Mean I See Service Advisors

As 2018 comes to a close, I encourage you to take inventory. You are probably thinking about your parts inventory. Yes, it is very important to count all your parts and fluids and nuts and …
more about Don’t Forget to Take Inventory

Since I have been involved in many quality systems over the years, organizing a business so that you can drive the maximum production potential has always been a top interest of mine. About 15 years …
more about So You Want to Know About 5S?

November marketing Idea! Offer to change your customers’ clocks. Here is a sample email blast you can send: Dear [Customer Name], It is that time of year again and in a few days we will …
more about Daylight Saving Time

Failure is not fatal, but failure to change might be. John Wooden What’s the future of the automotive service industry? As I ponder this common question, I’m reminded of the tale of two CEOs from another industry. Allow …
more about Overcoming the Uncertainty of the Auto Industry

Here’s a marketing idea that’s also good for the community: a promo for veterans and active duty. Email blast, Tweet, Facebook, Google +, etc. You could limit the promotion to one day only or for …
more about Veterans Day is Around the Corner!