In an April 2018 Town Hall Academy with three shop owners, we discussed comeback prevention. They all agreed that prevention starts at the front door.  There were some very common themes that resonated with this discussion and I want to share four of them with you. It is all About Communication. When you provide enough…

How impatient are you? When you are in a coffee shop looking for a cup of black coffee, a typical 46-second transaction, however it takes 10 minutes to get your cup of Joe, are you as impatient as me? All I want is a cup of black coffee. Long lines in the morning are normal,…

That time of the year is upon us when we reflect on the current year regarding family, self, work and future. All too often we look at the balance that we’ve maintained and find the scale tipped one way or the other. If you want a stronger or better work/life balance you must believe it…

Where Should You Invest Your Marketing Dollars? Marketing for customer retention and recruitment can be a daunting task. I’ve had the privilege to interview a few smart people when it comes to understanding the value of newsletters, direct mail and social media. In the end, along with your own experience and equipped with expert advice,…

Simple Solution to Minimize Cooling System Comebacks Bobby Bassett, the Manager of Training North America for Gates Corporation shares important facts about cooling system repairs.  LISTEN HERE. Bobby provides the simple secret to maximize customer satisfaction when you replace a water pump. The stats on alleged defective water pumps is staggering and that is why…

A great discovery in Oklahoma City when chalkboard drawings from 1917 were found at a high school. While remodeling Emerson High School, contractors found lessons nearly 100 years old underneath old chalkboards that were to be replaced with new whiteboards. The school principal said ‘It was like a spiritual moment because people who had lived…

There has been a lot of pictures of cabin air filters on social media lately and many blogs written on why they need to be serviced. This blog is a reminder of the great opportunity Cabin Air’s provide to a shops bottom line. Occasionally the cabin air is called the forgotten filter because it may…

Just as much effort is needed into finding new customers as it is to keeping your current customer base. Here are six pointers on maintaining a relationship with your current customers. Show it. Never consider that you’ll get the next transaction. Loyalty today is based on the last experience your customer had with you and his/her knowledge…

Did you hear the news? American distance runner Molly Huddle lost the bronze medal in the world championships in Beijing recently because she celebrated what she thought was a win too early. The headline August 26th, 2015: American runner’s early finish line celebration causes her to lose medal As I listened to local radio personalities discussing this…

Southwest is different and continues to be. What other airline has copied or mimicked what they do that makes them a stand out? In general the answer is no one. They are known for a different boarding process, a great baggage fee program and no cost flight change program. Ever thought about your business? What makes it…

What have I learned, so far, this year … or my half year checkup. You can do something you are passionate about if you commit and go all in. No half-way, no fringing. It takes a plan and a focus and belief. It’s the road you choose and the forks in the road that defines your trip and your…

Podcasting is on fire. Guess who just started a podcast? Jack Welch, former chairman of GE has launched. Mark Maron’s WTF podcast had the president on in July 2015. Podcasting was birthed in 2004 through the merge of the words iPod and Broadcasting. Podcasting is growing at great clip and listeners are locked and loyal.…