Alex Van Abbema

How to Deal with a Difficult Customer

June 22, 2018

Alex Van Abbema

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One shop owner gives a simple, effective approach to handling potentially combative customer situations.

Take 5 on its Plans to Ramp Up Expansion Efforts

June 21, 2018

Alex Van Abbema

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Ratchet+Wrench spoke with Take 5 Oil Change’s vice president of franchising, Ted Rippey, on the MSO's extensive expansion efforts and where he envisions the brand going forward.

Making the Most of Limited Shop Space

June 21, 2018

Alex Van Abbema

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When you have limited space out of which to work, you need to put together a team-oriented staff and keep everything as efficient as possible. Here's how Dave McClung churns out $1.05 million annually out of 2,343 square feet of space.

Burt Brothers Celebrates Shop Opening with Mario Andretti

June 19, 2018

Alex Van Abbema

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Mario Andretti was on hand at Burt Brothers Tires and Automotive Services's new facility opening, signing autographs for customers and helping the shop cut its grand opening ribbon with the town’s mayor in Highland Park.

Analyzing Amazon's Disruption in the Aftermarket

June 19, 2018

Alex Van Abbema

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Ratchet+Wrench spoke with Ojastro Todd, insights manager at One Click Retail, to learn more about a study on Amazon’s disruption into the automotive aftermarket and how Amazon’s plans moving forward will affect shop owners.

The Psychology of a Great First Impression

June 18, 2018

Alex Van Abbema

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One shop owner explains how to hook a customer from the moment he or she steps into your shop.

Building an All-Star Team in a Small Town

June 15, 2018

Alex Van Abbema

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After inheriting his father's shop, owner Paul Smith knew he needed to completely rebuild his staff.

Blockchains and Your Shop's Management System

June 14, 2018

Alex Van Abbema

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Ratchet+Wrench spoke with SHIFTMobility about how blockchain technology will connect with shop management systems and store information, such as vehicle inspections, for multiple parties.

The Secret to Maximizing Effective Labor Rate

June 14, 2018

Alex Van Abbema

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Effective labor rate is a simple calculation that tells you what your shop actually makes per billed hour. Here are several tips for maximizing this important KPI.

Inside an Effective Apprenticeship Program

June 12, 2018

Alex Van Abbema

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Building a mutually beneficial internship program can help you develop a strong pipeline of talented, long-term staff members.

3 Keys to Great Customer Service

June 11, 2018

Alex Van Abbema

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Great customer service comes down to positivity, teamwork and making sure customers enjoy the little things. Here is one standout service advisor's keys to create a strong customer service atmosphere.

The KPI Tracker Profile

June 8, 2018

Travis Bean and Alex Van Abbema

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With information culled from the inaugural Ratchet+Wrench Industry Survey, here's a statistical breakdown of what shops are tracking KPIs and how it affects those businesses' numbers.

Shop View: Juke Auto

June 7, 2018

Alex Van Abbema

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Without a wall between the lobby and shop, technicians can see what the service advisors are doing, and easily communicate with them.

Resources for Lift Safety Training

June 6, 2018

Alex Van Abbema

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Automotive Lift Institute President Bob O’Gorman runs through his company’s lift training resources, and what shop workers should keep in mind when it comes to lift safety.

Rewarding Your Referring Customers

June 5, 2018

Alex Van Abbema

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As Rose Quasney, co-owner of Auto Sense Auto Repair and Tire Center can attest, effectively rewarding a referring customer can involve a simple gesture, like sending out a thank you card complete with a gift card to a local restaurant.

How Independent Shops Can Thrive in the Mobility as a Service Market

June 5, 2018

Alex Van Abbema

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As Uber and Lyft work to grow their self-owned fleets, groups like dealerships and Carl Icahn are working to obtain some of the market share. Here’s how independents can react.

Take a Step Back—Empower Your Team

June 5, 2018

Alex Van Abbema

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Sometimes, to empower the rest of your team to be the best it can be, you have to take a step back from your business.

ALI Details How to Find, Handle Counterfeit Inspection Labels

May 31, 2018

Alex Van Abbema

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Bob O’Gorman, president of ALI, discusses the recent news of counterfeit lift labels being found, and how shops can do proper inspections on their lifts.

World Class Technicians: John Hayes

May 31, 2018

Alex Van Abbema

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Ratchet+Wrench continues its weekly series looking at 2018’s World Class Technician recipients, including a brief bio of their career, and their thoughts on the industry. This week’s feature is on John Hayes, a teacher at Beloit Memorial High School.

Your KPI-Tracking Guide

May 31, 2018

Travis Bean and Alex Van Abbema

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Every business is different—but the numbers that affect repair shops are universal. And knowing how to monitor and improve KPIs is an art. Courtesy of two standout shop operators and information culled from the 2018 Ratchet+Wrench Industry Survey, here’s your guide for tracking KPIs.

CarServ, Lyft Partner for New Loaner Fleet Option

May 30, 2018

Alex Van Abbema

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CarServ CEO Mars Mundy says the software company has partnered with Lyft to offer a ride sharing partnership, and future benefits for its shops.

Building a Trustworthy Staff

May 30, 2018

Alex Van Abbema

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Just over a decade ago, shop owner Dave McClung’s staff robbed him blind while he was injured. He’s since rebuilt his operations to a $1 million shop with a fully talented, trustworthy staff.

Developing a Local Scholarship Program

May 29, 2018

Alex Van Abbema

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A look at how one shop owner put together a youth scholarship program for his community

How to Bring Customers to a Rural Shop

May 24, 2018

Alex Van Abbema

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Faced with a remote location, James Church of Oxford Automotive had to figure out how to access his desired customer base.

Q&A: How Rising Online Parts Sales Will Impact Shops

May 23, 2018

Alex Van Abbema

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Last week, Hedges & Co. published its annual automotive parts and accessories forecast for online retailing. President Jon Hedges spoke with Ratchet+Wrench to discuss how online retailers can build trust with shops going forward, and the major trends that should contribute to growth in online parts sales.

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