Gonzo’s Toolbox: Walk A Mile In My Shoes And You’ll Know Where I Get My Stories
I was asked some time ago about why I write these peculiar articles about the vehicle repair business. Well, the only way I can explain it is to put yourself in the position that I’m in on a daily basis. I spend a better part of my day trying to understand what a customer is explaining to me, while using my training, background and basic common sense to come up with a logical answer to their vehicle’s problem.
Smart Phone, Dumb Customer: The Abuse of a Service Writer with Technology
If you have worked the front counter at any shop, you can tell a lot about a customer as they walk from their car to the front door. It is a talent all service writers develop.
Editor’s Notebook: Extraordinary Customer Service Begins With A Great First Impression
Continuing last month’s discussion of ways to kick-start the new year, we’ll again focus on shop image because of its direct link to the overall customer experience and your shop’s bottom line. Satisfied customers speak volumes about the service they received, providing you with repeat business and a direct conduit to referrals.
Ignorance Is Intent: Fatalities On The Rise
Recently, the National Highway and Traffic Safety Administration (NHTSA) announced that traffic fatalities were up by nine percent. This is a huge jump. My theory is that the rise in fatalities is the apathy of American motorist towards maintenance and proper repair of their vehicles.
Editor’s Notes: Smartphone As A Tool? App-solutely!
Readers submit the smartphone apps they use in the bays and behind the counter.
Directions: Selling The Fuel-Cell
A collaborative partnership between Daimler, Ford and Renault-Nissan was announced to begin mass producing hydrogen-fueled fuel-cell electric vehicles (FCEVs) in the next four years.
Editor’s Notebook: New Year, Fresh Start
As you begin the year with a clean slate, realize that every facet of your business should be positioned to support your shop’s value proposition. Here are a few things to think about as you work on ways to fulfill your shop’s mission and grow your business.
Gonzo’s Toolbox: Handling Temporary Helpers
There are times when I find I have more helpers in the shop than I have on the payroll. I didn’t ask for this extra help, but there they are, right in the middle of the shop. Who are they, and where did they come from? Ah, yes, it’s those customers who want to keep an extra eye on their ride.
Directions: A Resolution To Grow In 2013
Not everyone can afford or wants a new vehicle, and there are plenty of routine maintenance opportunities available for the vehicles already on the road.
Five Things To Know About Brake Pad Copper Laws
Like it or not, this could be our generation’s asbestos. We are just at the start of what could be a painful, but necessary process that will impact your shop and the environment in a positive way.
Directions: Performance Review
As we close out 2012, it’s time to take a few minutes and look back at how your shop performed this year. Did your profitability go up, stay the same or go down this year? We’re hoping it increased for you, and we are expecting better times ahead as we look into the Do It For Me (DIFM) market in 2013.
Directions: Top 20 Automotive Related News stories for 2012
Underhood Service takes a look at some of the top automotive related articles from 2012. What is your top story from this list? What do you think should have made the list that isn’t reported here? E-mail us at [email protected]