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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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Seven Strategies to Retain Great Employees
Employee retention is challenging for many organizations. Organizations want to keep the best employees, but it can be difficult…
Shaping Careers, You Must!
Are You a Career Counselor? Many shop owners know most of their team wants to see how they fit…
Are We Ready to Become the Master Communicator?
We Must Communicate That We Are a High-Tech Industry. We must get up on our soap box and communicate…
Well Oiled Machine, Makes for a Happy Patient
I had an unplanned outpatient procedure recently, and as welcoming as the thought of relieving my pain, I also…
Important Benefits You Get by Hiring a Business Coach
I previously wrote about five excuses we hear about why not hire a business coach or consultant. Read that…
Four Signs your Shop is Flatlining
If this blog post does not pertain to you, I bet you know someone who can benefit from this…
Are You Stuck in a Business Strategy?
“We fix cars and trucks … all makes and models” is a strategy. Are you a Euro Specialist? Are…
The Napkin
I admired a man who made deals on a napkin. The napkin has been an iconic representation of ideas…
A New Idea into Reality in 2023
Here is an idea that has come to reality that will contribute to you and your teams’ success.
Are you the Reason Training is Dormant at your Shop?
My Techs Won’t Go To Training. Why technician training is critical to a profitable auto service business.
Becoming More Profitable in 2023
In December 2022, we released a very important episode with author and customer experience consultant John DeJulius. It is…
Is your customer bathroom like the Ritz?
In a recent Town Hall on ‘Details’ we discussed the importance of a clean bathroom. Please don’t discount this…
Are Your Employees Your Biggest Advocate and Fan?
There is so much traction inside our industry with shop owners that are building great cultures and top teams.…
Five Ways to Spot a Toxic Employee
Recently in episode 713 with Dr. Dave Weiman, we talked about handling toxic employees. The episode was a refreshing…
Only One Way to Go and That is UP
We’ve got over 1,100 episodes inside the Aftermarket Radio Network. And since our inception 7 ½ years ago, there…
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