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

How one shop owner developed practices to benefit both his customers and his business.

9 Tips for Positively Responding to a Negative Review

July 8, 2019

How to craft the perfect response to a negative review, and turn the situation around.

Top Six Phone Etiquette Mistakes

June 19, 2019

The phone mistakes your shop is making that are plaguing your CSI—and how to turn them around.

A Shop Owner’s Guide to Customer Care Calls

June 11, 2019

Bob Cooper

Five considerations that the top shop owners in America have found to be most critical to obtaining the valuable customer feedback your shop needs.

Create a Welcoming Vibe

June 10, 2019

A shop owner from Colorado shares how his staff focuses on positivity with customers.

Create a Business Your Staff Loves

May 31, 2019

Let your principles shine in your shop.

Customer Misunderstandings

May 14, 2019

Learn about what your customers are thinking and how you can change their minds.

Your Shop’s Net Profit Issues

April 29, 2019

Learn from a shop owner and coach on four issues ruining your net profit.

Location Affects Repair Shops, Survey Reveals

April 10, 2019

According to a survey by RepairPal Inc., locations with a high cost of living such as Hawaii and California were slotted as the worst areas for auto repair.

Expand Your Staff’s Knowledge Through Training

April 5, 2019

A shop owner from Pennsylvania discusses how internal training helps create successful employees.

Dealership Strategies—Straight from the Source

April 2, 2019

The strategies driving dealership success and what independent repair shops can do to compete.

Create the Business You Want

March 28, 2019

If you have a plan, anything is possible.

Developing a Loyalty Program

March 14, 2019

Using a loyalty program can increase the number of customers that come to your shop.

Leverage Industry Guidance

March 12, 2019

A shop owner from Kentucky discusses how he developed a working schedule for his business through the assistance of others from the industry.

How to Hire the Perfect CSR

March 4, 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.

Hitting Your Highest ARO

February 27, 2019

Raising your ARO is not just a one-step process.

Creating an Online Payment Portal for Customers

February 18, 2019

A shop owner discusses how his business set up an online payment option for customers to utilize.

Make a Great “Last” Impression

February 15, 2019

Joe Marconi

The customer experience doesn’t end with vehicle delivery.

How to Emit Positive Body Language

February 14, 2019

When speaking with a customer, it’s important to make sure you’re showing positive body language.

Leave a Positive Impact with Your Business

February 11, 2019

Tending to cars isn’t the only part of business that Henry Roggi wants his shop to focus on.

Set Your Own Industry Standards

January 24, 2019

Steve Horvath, owner of Jeno's Auto Service, focuses on positive affirmation in order to increase his employees’ drive for success.

Get To Know Your Customers

January 21, 2019

Have you met your average customer?

Turning a Shop Around

November 29, 2018

Wes Muilenburg

How Tom Grady made Redhawk Auto into one of the most successful shops in the Temecula Area

Grow Your RO through Conversation Tactics

November 26, 2018

It’s not about what you say, it’s about how you say it.

Maximize Your Phone Dollars

November 8, 2018

Wes Muilenburg