<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.

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

The problems with today’s workforce and how to fix it.

Joe Marconi on the Industry's Reinvention

May 1, 2017

Is it time for repair shops to reinvent themselves?

Could Your Business Survive Without You?

April 1, 2017

Understanding the importance of contingency plans

Surround Yourself with the Right People

March 1, 2017

Listening to the right people can be the difference between success and failure.

Avoiding and Recovering from Burnout

January 1, 2017

If left unchecked, burnout can destroy your health and your business

Joe Marconi, Comeback Customer

December 1, 2016

Lessons from a negative repair experience at my own shop

Spend Time with Your Best Customers

November 1, 2016

Focusing on the wrong customers can become a serious detriment to your business

A Car Possessed; A Tech Obsessed

October 1, 2016

How often do we consider the emotional effect difficult jobs have on our staff?

Shifting Gears

September 1, 2016