Share this…August is a great month to start setting your sights on Fall. Conferences, marketing, training, strategies for new business, and the like. It is also a perfect month to plan for October awareness month. I would be hard-pressed to find someone who does not know that October is a pink month; breast cancer awareness…

Share this… 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…

Share this… 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.…

Share this… 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…

Share this… 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…

Share this… 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…

Share this… When I go to dinner with friends, I enjoy listening, just like I do on my podcasts. I hear a lot of experts speak to their knowledge of things. They may be right or not but really do sound convincing.  As a shop owner, your Customer Experience is always on trial. Next time…

Share this… Imagine infecting today’s youth with a love of automobiles? Years ago so many of us learned to love cars because our grandfathers, dads, brothers, cousins, and neighbors were polishing and tuning their ‘ride’. Imagine today how we would engage the minds of our young people into the world of the automotive. We’ve discussed…

Share this… When I need to get up on my soapbox, I will. Here goes. You’ve gotten to know me over the past 6 years and I will speak out on a topic that I feel you need to pay attention to. If you did not listen to the recent episode on the ASE Education…

Share this… I had the privilege to hear from a friend this past week on his commitment to developing the talent inside his shop. He outlined not only his training commitment but how developing his people would benefit them and his business. It is a very strong training and development plan. Yes, the leaders of…