Shop Owners Sign Up FREE!
Are you an automotive shop owner or manager looking to network with others in your industry? Don't wait any longer, click this box and sign up to start networking today!

Javascript Disabled Detected

You currently have javascript disabled. Several functions may not work. Please re-enable javascript to access full functionality.

Customer Service

The Walking Dead

July 11 2012 02:25 PM | Joe Marconi in Customer Service

Are your service advisors engaging customers, or are they part of the walking dead? Ok, I admit it. Let’s get it out in the open. I am a zombie movie fan. There is something about dead people shuffling around grunting in an expressionless, catatonic s...

Read story → 3 comments

The One Word Your Customers Want to Hear

February 09 2012 12:05 AM | Elite Worldwide Inc. in Customer Service

By Bob Cooper A while back I had the opportunity to interview over forty people for a panel of customers. My intent was to discover what drives their decisions in choosing an auto service facility, how they make their purchasing decisions, and the fo...

Read story → 1 comments

Relationships, Not Salesmanship, Make the Sale

December 28 2011 04:25 PM | Joe Marconi in Customer Service

A customer arrives at your service counter asking for an oil change service and a tire rotation. Your service advisor carefully writes the repair order, informs the customer that a technician will be performing a multipoint inspection along with the se...

Read story → 1 comments

The Devil on My Shoulder!

February 22 2011 08:00 PM | Joe Marconi in Customer Service

After two days of winter storms I was eager to get some work produced in the shop. It was Wednesday, the third week in February, two years ago. The winter already had its share of storms, which was killing business. Winter storms might be good for futu...

Read story → 0 comments

A Bad Week Ends Up a Lesson On Life

November 21 2010 01:00 PM | Joe Marconi in Customer Service

We all have had that week from hell. You know, the one week that makes you ask yourself why in the world you ever got into this business in the first place. The week that makes you doubt yourself, your customers and the people around you. And as you pu...

Read story → 3 comments