Training, training, training! We all talk about it, and we all say we have a training plan that provides our employees with all the training they need to do their jobs safely and efficiently. It’s a necessary cost of doing…
In the latest episode of Auto Service World Conversations, we’re speaking with Shad Smereka, the general manager in charge of people and store innovation for Edmonton-based Fountain Tire. The chain of over 160 auto service facilities has been an…
Don Frisby and his team at Frisby Tire in Ottawa, Ont., have reached a rare milestone in our business. The company is celebrating its 100th anniversary this year. Founded by George Frisby in 1920, the family-owned business has rolled…
By Bruce Eccles Few things can frustrate my technicians more than a missing wheel key. And nothing spoils the mood in the office like an unreasonable customer. Funny how these two situations are often go hand-in-hand! Dealerships can get…
By Jeff Mowatt Have you ever had a potential customer who seemed nervous and reserved, rather than excited about doing business with you? It happened in a weird way for me. The senior managers seated around the boardroom table…
There are so many ways wheel locks can frustrate techs and customers alike!
By Bob Greenwood Measuring the productivity of individual employees is important in any business. It’s a valuable statistic to track, and is an excellent starting point for a staff review, encouragement, and sometimes counselling. But what about team productivity? Can…
When you measure the productivity of your entire team, you get a more accurate picture of how to improve shop profitability.
By Zara Wishloff The reputation of aftermarket parts has taken quite a tumble. There was a time, in the early decades of the automotive industry, when aftermarket parts were seen as the quality alternative to cheap and poorly manufactured…
By Jeff Mowatt If you’ve ever experienced the awkwardness of having to call a customer to remind them to pay their bill, you know that you have to walk a very fine line of diplomacy. Being a pushover won’t…
How to create real loyalty with your ASP clients.
Five unwritten rules of customer confidentiality. Ignore them at your peril!