Latest Blog
In Search of Professionalism and Perfection
A quick story about a large retail chain that illustrates the importance of seamless customer service. My friend needed an electric toothbrush locked in a display cabinet with a sign reading “Press button for assistance.” After repeatedly pressing the button and waiting thirty minutes without response, he finally located some…
Read MoreAll Articles and Blog Posts
Concierge Service
I have completed over 400 interviews with aftermarket professionals and there have been a few common threads I have…
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…
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…
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…
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…
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…
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…
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…
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…
What about that old journal?
A great discovery in Oklahoma City when chalkboard drawings from 1917 were found at a high school. While remodeling…
Gold Mine
There has been a lot of pictures of cabin air filters on social media lately and many blogs written…
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.…
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…
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…
Six Month Evaluation!
What have I learned, so far, this year … or my half year checkup. You can do something you are passionate…
