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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

May 1, 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.

Identifying the Problem with Your Shop

October 1, 2018

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

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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 1, 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

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

Focus on Quality, not Quota

February 1, 2018

Why your shop needs a “stop the line” process.

The Myth of the Magic Bullet

January 1, 2018

If it’s lonely at the top, something’s wrong.

How to Provide Unconditional Car Care

December 14, 2017

If you can’t do the job right, don’t do it at all.

A Collection of Great Minds

November 1, 2017

My experience from the 2017 Ratchet+Wrench Management Conference.

It Pays to Do the Right Thing

October 1, 2017

Is it ever OK to look the other way? After all, who will know?

The Culture of Independent Repair Shops

September 1, 2017

Remembering the old-fashioned part stores of yesterday.

Create a Positive Work Environment

August 1, 2017

Creating a work environment that is positive, healthy and motivates employees is crucial to retaining your all-star employees.

Creating Positive Touch Points

June 30, 2017

Are the people taking care of your customers killing your business?

Improve Employee Engagement

June 1, 2017