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  • Inside the Consumer's Mind


    What do repair shop customers really want? How do some of the industry's best practices truly translate? And what factors ultimately matter m

    Featured

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    Inside the Consumer's Mind

    It’s Time to Refine Your Appointment Process

    Claire Peterson
    Sept. 9, 2021
    Most customers will make an appointment when possible. How smooth and seamless is your shop’s process?

    Latest from Inside the Consumer's Mind

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    Inside the Consumer's Mind

    How to Avoid Failing at the Service Finish Line

    Claire Peterson
    Sept. 1, 2021
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    Inside the Consumer's Mind

    What Makes a Bad Customer Experience?

    Ratchet+Wrench Staff Reporters
    Aug. 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.
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    Inside the Consumer's Mind

    How to Deliver Bad Customer News

    Claire Peterson
    Aug. 24, 2021
    Customer service expert, professional speaker, and author Jeff Toister explains how to be the bearer of bad news without sacrificing customer relationships.
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    Inside the Consumer's Mind

    How Are You Pricing Your Shop’s Value?

    Claire Peterson
    Aug. 18, 2021
    When it comes to balancing value, quality, and cost, customers are looking for more insight.
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    Inside the Consumer's Mind

    How Customers Balance Value, Quality, and Cost When Choosing a Shop

    Ratchet+Wrench Staff Reporters
    Aug. 12, 2021
    How do customers navigate the world of repair shops in their markets? This interview explores why a more expensive shop might be the better value.
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    Inside the Consumer's Mind

    It’s the Little Things That Will Set You Apart

    Claire Peterson
    Aug. 11, 2021
    A few key tips to ensure that each of your customers has an efficient and positive appointment experience.
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    Inside the Consumer's Mind

    Dissecting the Standout Shop Website

    Aug. 6, 2021
    In this bonus Inside the Consumer's Mind episode, shop owners break down the features they've strategically spotlighted to build a strong online presence.
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    Inside the Consumer's Mind

    VIDEO: How to Create a Consistent Customer Experience

    Aug. 5, 2021
    This week's Inside the Consumer's Mind episode breaks down the keys to setting the right tone that keeps customers coming back.
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    Inside the Consumer's Mind

    Don’t Sell Your Shop Short

    Claire Peterson
    Aug. 4, 2021
    Your team’s phone etiquette could be undercutting your marketing efforts and turning off potential customers.

    News

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    Ratchet+Wrench Staff Reporters
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    Ratchet+Wrench Staff Reporters
    Dec. 8, 2023
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    Online Shop Owners Group Responds to Tragedy

    Ratchet+Wrench Staff Reporters
    Dec. 7, 2023

    Latest From Inside the Consumer's Mind

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    Inside the Consumer's Mind

    Can Trust Outweigh A Bad Customer Experience?

    Megan Gosch
    Aug. 3, 2021

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    Inside the Consumer's Mind

    What's Really Pulling In Potential Customers?

    Megan Gosch
    July 29, 2021

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    Inside the Consumer's Mind

    Why Should Customers Choose You?

    Claire Peterson
    July 28, 2021

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    Inside the Consumer's Mind

    How to Talk Price with Transparency

    Megan Gosch
    July 27, 2021

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    Inside the Consumer's Mind

    Gauging Today's Repair Industry Perception

    Ratchet+Wrench Staff Reporters
    July 22, 2021

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    Inside the Consumer's Mind

    The Power of the First Impression

    Claire Peterson
    July 22, 2021

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    Inside the Consumer's Mind

    Is Perception Still Repair’s Biggest Barrier?

    Claire Peterson
    July 21, 2021

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    Inside the Consumer's Mind

    Breaking Down the Repair Customer Experience

    July 14, 2021

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    Inside the Consumer's Mind

    Inside the Consumer's Mind: Breaking the Ice

    July 14, 2021

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    Inside the Consumer's Mind

    Real Talk: A Candid Look at the Customer Experience

    Megan Gosch
    July 14, 2021

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    Inside the Consumer's Mind

    The Average Shop Experience is Still Very … Meh

    Megan Gosch
    July 8, 2021

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    Inside the Consumer's Mind

    Top Shops Can Raise the Bar

    Megan Gosch
    July 8, 2021

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    Inside the Consumer's Mind

    The Basics Still Matter

    Megan Gosch
    July 8, 2021

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    Inside the Consumer's Mind

    Customers Want in on the Action

    Megan Gosch
    July 8, 2021

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    Inside the Consumer's Mind

    Your Biggest Assets Are Getting Lost in Translation

    Megan Gosch
    July 8, 2021

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    Inside the Consumer's Mind

    The Digital Basics Are Officially a Must

    Megan Gosch
    July 8, 2021

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    Running a Shop

    What Do Consumers Want?

    Megan Gosch
    July 8, 2021

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    Inside the Consumer's Mind

    Introducing: Inside the Consumer's Mind

    Bryce Evans
    July 7, 2021
    Ratchet+Wrench
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