On the way home from a conference, I sat in the airport thinking about all the conversations I’d just…

There’s a difference between sharing information and creating understanding—and too often, we confuse the two. Service advisors hear the…

As an industry, we are working hard to improve what appears on the repair order. I’ve sat through repair…

The language shift in business isn’t coming—it’s already here. More and more, I find validation in the evolving job…

Working in the professional automotive repair industry requires intelligence, creativity, and problem-solving. Every day in our shops there are…

Or are you simply reacting to what’s happening around you? Change is not optional — in life or in…

Top shop operators realize their greatest competitor is not the shop across town—it’s themselves. They build a reputation. They…

I know you’ll read this later. No, you won’t. “Later” is where good intentions go to die. Not just…

“I never have enough time.” “I can’t believe I didn’t finish that project.” “When will I ever get to…

If you’re holding regular team meetings—whether daily huddles or weekly sit-downs—that’s a great start. I don’t know a single…

Below, find an important and smart overview of what I call ‘Confident Professionalism.’ Understanding and knowing how important it…

In our hyper-connected world, there’s an unspoken expectation that we should always be busy. Our worth seems measured by…

I’ve been thinking a lot about a phrase I’ve used for years: Processes win wars. Just about everyone I…

After watching a few Forensic Files-style shows, I was struck by how investigators solve cases: strict protocols, detailed documentation,…

When we want answers today, we turn to the Godfather—Google. In seconds, we get an avalanche of opinions, theories,…