Customer Service


Ratchet+Wrench Management Conference

2019 All-Star Manager: Ben Lesueur

Sept. 4, 2019
At just 23 years old, Lesueur runs the show at Oxford Automotive, creating a healthy culture from a millennial’s perspective.
Customer Service

How to Hire the Perfect CSR

July 15, 2019
Shop owner Gerry Frank shares how to find, hire and evaluate a customer service representative, as well as why you should invest in one.
Finance and Operations

The Art of the Estimate

Sept. 1, 2015
When customers ask if estimates are free, it’s important to explain how one is formulated and where it lands in the repair process
Customer Service

Cut the Jargon

Sept. 1, 2015
How to turn insider industry lingo into meaningful customer conversations
Shop View

Arrow Automotive Transmission Specialists

June 1, 2015
A look inside Monte Craig’s enormous and immaculately kept Nevada shop
Customer Service

Making Online Appointments Effective

May 1, 2015
How to manage an online appointment booking feature
Customer Service

Customers Explain Why They Stay Loyal

May 1, 2015
Customers share what keeps them committed to their favorite shops