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Attention Client Advocates: Stop Sounding Like a Technician: Translate, Don’t Transfer
There’s a difference between sharing information and creating understanding—and too often, we confuse the two. Service advisors hear the technician’s diagnosis and pass it along word-for-word. That’s transfer. But clients don’t think in technical terms. They need translation. Transfer vs. Translation Transfer: “Your EVAP vent solenoid has failed.” Translation: “There’s…
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A Sophisticated Client Experience
I recently chatted with Seth Thorson from Eurotech Auto Service in Minneapolis about the topic of Sophisticated Service. I…
All Fired Up!
Have you ever come back from a conference all fired up? I’m sure you have. If not it is…
Let’s Honor Our Peers
I need your help. We have so many outstanding professional automotive service specialists in our midst. We know them…
Making Music
I’m fascinated to watch documentaries on, ‘The Making of an Album’. I’ve seen some on Pink Floyd and Queen,…
Are you Done Trying?
You put in the hard work, the late nights, and the inevitable 2 AM wake-up. You are trying your…
Get to Night School
Recently, I got to thinking about night school, or what is commonly called today’s adult learning. Why would you…
Leadership Lessons – Quiet Confidence and Unwavering Presence
As a leader, it’s easy to get caught up in the idea that you need to be a larger-than-life…
Keeping Up With Info Overload
In today’s digital age, we’re bombarded with an endless stream of information from various sources. It’s easy to get…
Reasoned Debate – How We All Do Things Is Slightly Different
Your approach to things may differ from how others do it, but that doesn’t mean it’s wrong. You may…
We Hear Stuff!
What do we do with the ‘stuff’ we hear? Are you writing down those learning moments? Are you creating…
We May Have To Get Messed Up Before We Can Step Up
It’s often said that we must hit rock bottom before we can rise to the top. In life, there…
Why Are We Missing So Much?
In today’s fast-paced world, time is a luxury only a few can afford to waste. We risk missing valuable…
The Rise of the Mechanical and Technology Specialists
The Rise The Declaration is out. We are embarking on a monumental change in our Job Titles in the…
But! However! Replace Them.
Move from But or However to NOW. Guilty, Your Honor, as Charged. ‘But’ is a staple word that we…
Does Luck play a role in our success?
Balancing the roles of hard work and luck in achieving success is a fascinating and complex topic. We do…
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