Archive for July 2021

Reaching the pinnacle in customer relationships is when they drop their keys and say I’ll be back at the end of the day; do what it needs. As we’ve spoken on the shows before that trust can never be broken. That doesn’t mean you do not communicate with the customer. It means if you want…

A few years ago when AAPEX announced Repair Shop HQ as a stand-alone entity at AAPEX, I got all excited. It was time to bring a special focus on the service professional. Think about 90% of the booths at AAPEX who would not be there if it wasn’t for the independent service professional. To put…

We have amazingly smart people in our industry. If anyone would ever say that the independent automotive aftermarket is made up of car fix hobbyists who just want to fix cars, you and I know better. The proof is the comradery of the members of your network or twenty groups. The proof is the incredible…

Ever ask your customer why they come to your shop? Why they are loyal to your shop? What is their greatest customer experience with your shop? What else can we do to provide a great customer experience? Sit with your entire team and ask them to start a campaign on learning why your customer comes…

I heard a quote from Barry Gordy, the founder of Motown Records. “A Dream Has No Limits.” My mind went to the dreams/goals I have for the podcast and the effort to help all ships rise. Then I thought of the number of shop owners who are remodeling and buying dirt and building their dream…