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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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Shedding Certain Beliefs
What would life be like if what you believe was not the truth? We often take for granted the…
Succession – Not the HBO Series but Maybe!
Auto service business family succession on a concrete plan to move ownership to the next generation.
Who Is Oiling the Tin Man?
aftermarket professionals increasingly understand the importance of continuous growth and development. Leaders actively seek to expand their knowledge and skills via coaching, networking, and absorbing our podcast content.
Have Your Manager Present Your P & L Back to You
A few weeks ago, Tracy and I had the honor to hang out with a group of Operations Directors…
Wake Up Call
When I get a feeling about an important topic to discuss on the podcast, there is always the hope…
It’s About Parenting
It was Coach Rod Olson who said ‘It’s About Parenting’. Rod Olson is the coach’s coach. Sports and even…
I Challenge You: Brakes For Breasts
I’m asking you to step to the plate for Brakes for Breasts. Tracy and I continue to support Brakes…
Five Guidelines for Making Dispatch Work in Your Shop
As someone who works in the automotive industry, I’m sure you are very interested in learning more about how…
Turning Struggle Into Success
I know that our podcast ‘Ministry’ of the last eight years has helped many people hear great stories of…
Do You Listen to your Gut?
Have you ever wondered how you get feelings about people and situations? It happens to me all the time.…
Are You Investing in Tuition for Your People?
Last week I attended a breakfast for all Technology Advisory Councils at our local community college. I sit on…
Stuck? Get Your MOJO Back.
Have you ever felt like you’re stuck in a rut, unable to make progress? Where are your creative juices?…
The Willingness to Train
In a recent episode with shop owner Tomi Oliva, he said the words ‘Willingness to Train’. It is a…
The Power of Courage
In recent episodes, the words fear and courage came up. No doubt, we need to deal with fear in…
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