Friday 01 September 2017

    So, let me ask you a question, do you believe that if you perform business both morally and ethically everything will be OK?  Sure, you also need to make a reasonable profit, have a great crew, have a good reputation but then everything will be OK, right?  Well, occasionally it takes more, much more! Have you ever brought a vehicle into your facility for electrical issues for what you expected to be a starting or charging system issue, it gets late and you realize you have to keep it... read more

  • The Common Denominator

    Thursday 03 August 2017

    This is something I’ve always simply assumed (and yes, I know the definition of assume) everybody thought this way, the statement “if everyone around is wrong, you might want to look within” is a given!  Let’s back up just a little, and let me tell you where this started. I have coached and trained automotive professionals for about 18 years now, and one of the issues I occasionally run into is one person dictating how everyone around them should do things.  Th... read more

  • Warranty

    Monday 03 July 2017

    Warranty More specifically, warranty costs! Warranty costs everyone!  It costs the customer time, and it costs us direct and indirect money.  Direct money is the money we spend to cover the parts and labor associated with any warranty.  Indirect refers to the costs of a Tech NOT being able to work on anything else while he is handling a warranty, and indirect costs can be more harmful to a business than anyone would ever expect! Indirect costs... read more

  • Tracking Your Marketing

    Thursday 01 June 2017

    Tracking Your Marketing You Know Those Numbers Right?   This was a question I asked one of my clients the other day, and his answer shocked me, “NO”!!  Let me start a little earlier so that you can understand my shock a little.  The original question was, “which marketing is giving you the best return?”, and the client answered, “I don’t know”.  This is what this article is about, tracking your mar... read more

  • The "WOW" Factor Mystery - Part 2

    Monday 01 May 2017

    The “WOW” Factor Mystery (part 2)   Turning my attention back to the Service Advisor, he finished his factory recommends checklist and asked if I thought the air filter should be changed?  I responded with, “is it dirty?”, at that point he picked it up off the counter and said, “just a little” (I never saw them bring it up, again, it kind of just appeared).  I said no and he handed it to a Technician outside the office to re... read more