<a href="/publications/1-ratchet-wrench" class="current-issue-dropdown__title-link">Current Issue

Not happy with your business? The reason may surprise you, writes Joe Marconi.

People First, Profit Will Follow

February 4, 2020

Focusing on your employees and customers is the best plan of attack for business success

Feedback From The Trenches

January 1, 2020

When an employee speaks up at a meeting, don’t shut him or her down

'Why Don't My Employees Do What I Ask?'

December 3, 2019

Commitment—not compliance—is the key to engaging employees

Sell the Benefit

November 1, 2019

The reason why your customers decide to buy may surprise you

Small Victories

October 17, 2019

Price vs. value can be a constant battle with customers

All Work and No Play

September 5, 2019

Is it wise to take time away from your business?

Competition Keeps You Sharp

July 31, 2019

How to embrace the fight

From the Heart

July 1, 2019

Can the “Amazon effect” ever compete with the independent repair shops?

The Big Picture

June 18, 2019

4 Comments

Focus on the things money cannot buy.

Warranty Woes

May 8, 2019

Would you negotiate your prices with an extended warranty company?

The Product-Driven Difference

March 4, 2019

Customers checking your prices got you frustrated? Joe Marconi details the difference between product-driven businesses and auto repair.

Low Production is Not Your Technician’s Fault

March 1, 2019

If your overall production levels are low, that is the sole responsibility of management, says Joe Marconi.

Make a Great “Last” Impression

February 15, 2019

The customer experience doesn’t end with vehicle delivery.

Marketing Lessons From McDonald’s

January 25, 2019

Joe Marconi shares the key to creating consistency in the customer’s mind.

Two Faced

December 7, 2018

Columnist Joe Marconi tells the story of his very own Dr. Jekyll and Mr. Hyde employee, and gives tips for avoiding having one at your shop.

Helming Your Ship

November 1, 2018

"Sorry, your technical skills will only get you so far," says columnist Joe Marconi.

Building a Marketing Plan Around Your Customers

September 1, 2018

According to Joe Marconi, a solid marketing plan begins and ends with the customer experience.

Defining Your Ideal Customer

August 3, 2018

Finding your ideal customer isn’t as easy as picking out your favorites, writes Joe Marconi.

The Power of Rose-Colored Glasses

July 6, 2018

It's time to pass the baton. Joe Marconi writes about how to become a better coach and mentor to the next generation of auto service professionals.

Why Shops Need to Charge Testing Fees

June 20, 2018

2 Comments

Joe Marconi says you need to explain to the customer that there will be situations, such as a check engine light, where your shop will need to charge for certain tests in order to know what’s causing the problem.

Avoiding Crisis Management

May 2, 2018

How much of your day is spent putting out fires?

Creating a Culture of Shared Vision

April 1, 2018

Can you truly step away from your business?

Is Flat Rate Pay the Problem?

March 1, 2018

7 Comments

A technician’s perspective on pay and the tech shortage.

Focus on Quality, not Quota

February 1, 2018