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

Ratchet+Wrench Staff Reporters

Hear from one of this year's top shops and how he's trying to change the industry.

What Makes a Bad Customer Experience?

August 31, 2021

Understanding what makes a good customer experience is as much about learning what to do as it is learning what not to do.

How to Deliver Bad Customer News

August 24, 2021

Claire Peterson

Customer service expert, professional speaker, and author Jeff Toister explains how to be the bearer of bad news without sacrificing customer relationships.

How to Tap the MSO Mindset

August 17, 2021

How can you prepare for the transition from single store to multi-shop operator? Shop Fix Academy's Aaron Stokes shares the key skill you can build an advance.

Podcast: Maximize Your Work Opportunity, Part 2

August 10, 2021

Mark Seawell, advisor training director for RLO Training, discusses strategies for getting the most work out of every car that comes in your garage.

Can Trust Outweigh A Bad Customer Experience?

August 3, 2021

How is customer trust made and lost at the counter? Ryan Clo of Dubwerx explains.

How to Talk Price with Transparency

July 27, 2021

How can you approach the sensitive topic of price without making customers feel vulnerable, overwhelmed, or taken advantage of? Dwayne Myers of Dynamic Automotive explains.

Why Customers Return to a Bad Shop Experience

July 20, 2021

Plenty of repair customers settle for a below-average shop experience. How can shops stand out from the crowd and win them over? Aaron Stokes explains.

Maximize Your Work Opportunity

July 13, 2021

Mark Seawell, advisor training director for RLO Training, discusses what shops can do to build trust with customers ... and boost ARO in the process.

How to Approach Sudden Growth

July 6, 2021

When your shop sees an uptick in business, how do you manage effectively to prevent missed opportunities? The devil is in the details.

How to Build a Legal Line of Defense

June 29, 2021

As vehicles become more complex and open new paths for liability, William Ferreira of the Automotive Defense Specialists shares his key tips to ensure you have a repair-savvy legal pro in your corner.

When Do You Really Need to Prepare For Electric Vehicles?

June 22, 2021

Are you better off jumping in or sitting back? Shop Fix Academy's Aaron Stokes explains how he's planning for the shift and the benchmarks he's tracking along the way.

How to Gain Ground With LinkedIn

June 15, 2021

Are you capitalizing on LinkedIn's unexpected ROI? Frank Leutz of Desert Car Care shares how to connect with a new audience and make the most of the platform.

Podcast: Why Consumers Avoid Repair Shops

June 8, 2021

Studies find nearly 92 percent of car owners put off car care tasks longer than they should. Matt Wojsaik of Utires explains how shops can draw those customers in.

Your Field Guide to Hiring and Firing

June 1, 2021

Business expert Roxi Bahar Hewertson explains how to set yourself and your team up for success through the hiring process, and how to be thorough and respectful when it's time to let somebody go.

Do You Know Your Social Media Dos and Don'ts?

May 25, 2021

Megan Williams, co-founder of 3P Marketing Solutions, explains what makes a truly successful social media marketing strategy.

Keep Ahead of Today's Tech Shortage

May 18, 2021

Ratchet+Wrench Staff Reporters

In a post-COVID business boom, Shop Fix Academy's Aaron Stokes explains the new pressures impacting today's talent shortage and how to keep a competitive edge.

The Making Of A Mobile Repair Business

May 11, 2021

Joel Milne, CEO of RepairSmith, explains the intricacies involved in operating a large-scale mobile repair company.

How to Build Customer Connections Post-COVID

May 4, 2021

How do your customers feel about your shop and what could that emotional connection mean for your bottom line? Desert Car Care's Frank Leutz explains.

How a Small Shop Launched Its Own 501c3

April 27, 2021

How can you incorporate a community giving program into your day-to-day operations? Levon Arnold of Long Arm Mechanics explains.

How to Time Your Next Shop Remodel

April 20, 2021

A tired, outdated operation can have a bigger impact on your shop's bottom line than you may realize. Aaron Stokes outlines the signs you may be due for a remodel and how to start the process in the latest episode of Ratchet+Wrench Radio.

Podcast: Becoming A Bilingual Business

April 13, 2021

Shops need to service more than just the English-speaking customer. Howie Berman of the American Council on the Teaching of Foreign Languages outlines how to cater to a multilingual customer base.

Simple Tips to Optimize Your YouTube SEO

April 6, 2021

You don't have to be a Youtube influencer to grow your following and market your shop. Frank Leutz, shares how you can make the most of the video content you already have.

Podcast: Making Appointments in 2021

March 31, 2021

Bolt On Director of Education John Burkhauser discusses driving and appointment trends of the second COVID summer and what shop owners can expect (and how to prepare) for an influx of used vehicles.

A Beginner's Guide to Geofencing

March 30, 2021