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.
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.
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.
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.
Mitch Schneider says there are four "D words" you must always keep in mind as a leader: desire, discipline, determination and drive. Here are tips for practicing them daily in your shop.
Sometimes, to keep up, you don’t need a major shift—you just need to pivot. Here are two shop operators that were able to maintain their core values and beliefs while projecting a new image that fit into their changing surroundings.
The Supreme Court’s ruling that service advisor’s are exempt from overtime pay doesn’t apply to independent repair shops. Regardless, you should keep a close eye on potential liabilities in your shop’s pay plan.
There's often talk about the shortage of great people in the auto repair industry, especially technicians. Which means you can’t afford to miss out on opportunities to reel in someone that can take your shop to the next level. Here are some tips.
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