Seeding Our Future Technicians is Your Responsibility.
I keep hearing about that greatest challenge in the aftermarket, a technician shortage. Recently instead of listening to the ‘woe is me’ story, I asked, ‘How are we going to fix it?’ and no surprise, there were great answers to this question. The top solutions to the tech shortage are not new, but they will…
Concierge Service
I have completed over 400 interviews with aftermarket professionals and there have been a few common threads I have been hearing as of late, they include: Getting paid for what you do. Letting ethics and integrity drive your business culture. Using quality parts. Paying attention to your numbers and measuring your KPI’s. (Key Performance Indicators)…
The Dreaded Comeback: Four Keys To Prevention
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…
Fleet Business: A Great Opportunity for Sales Growth
Many service professionals have improved their businesses by documenting and honing their processes and systems. They also found that creating a strong unwavering culture that put their people first was a positive turning point in their business. When your people come first, they take care of your customers and allow for organic sales growth. Your…
It’s time to do a SWOT
This could be the best team exercise you’ve ever done; that is, unless you’ve done some team building exercises on an obstacle course or at a horse ranch. For the small business person, a SWOT exercise is like creating a strategic plan. A strategic plan you say, that is for the big world of corporate…
I Just Want a Simple Cup of Black Coffee!
What does it take to find a great work/life balance?
Do You Need a Quick New Idea That Will Give You a Competitive Edge?
When your business is running at top performance, you look back and realize all the hard work it took to get there. It takes years to become an overnight success! You got there by making big improvements early on and now you are making small tweaks that continue to build your differentiation in the marketplace.…
Where Should You Invest Your Marketing Dollars?
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
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…
What about that old journal?
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…
Gold Mine
Retention: Six To-Do’s for Customer Retention
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…
Do you suffer from Situational Awareness?
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…
Nine differentiators to make your customers say WOWW!
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…