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.…

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…

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…

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…

I Just Want a Simple Cup of Black Coffee!

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…

What does it take to find a great work/life balance?

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…

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…

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…

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.…

Gold Mine

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…

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…

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…

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…

Six Month Evaluation!

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…