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Service Advisor and Selling

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Walker emissions control brand launches new website
August 1, 2019 by Allan Janssen

The Walker brand of emissions control products for light and commercial vehicles has launched an enhanced website interface to provide a more comprehensive user experience to its customers. The new site, at www.WalkerExhaust.com, combines Walker’s light vehicle and commercial truck

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Deep Dive: Katie Mares on offering Five-Star Service
July 30, 2019 by Allan Janssen

Motivational speaker and business consultant Katie Mares says a five-star customer experience is absolutely possible even in a ‘grudge purchase’ industry. It boils down to having a good attitude and elevating your emotional quotient (EQ). In this Deep Dive video,

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Five tips to providing a five-star experience
July 30, 2019 by Allan Janssen

All it really requires is emotional intelligence and some common sense about what customers crave.

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When emissions programs end… what then?
July 3, 2019 by Allan Janssen

By Allan Janssen As Canada’s largest emissions testing program shuts down, the sale of oxygen sensors in the country’s largest consumer market is likely to take a big dip. Shops that did a lot of Ontario Drive Clean business may

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When emissions programs end… what then?
June 27, 2019 by Allan Janssen

Even in the absence of government-mandated emission programs, shops need to be vigilant checking for problems.

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NEW VIDEO: Greenwood on the importance of empowering staff
June 26, 2019 by Allan Janssen

The future success of aftermarket companies may soon come down to staff. That’s one of the take-ways in the latest video from management consultant Bob Greenwood. He says it’s imperative that management inventories the talents and attitudes of their current staff,

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Avoiding Phone Fails
June 22, 2019 by Allan Janssen

By Allan Janssen Despite advances in communication technology, the telephone isn’t going away anytime soon, says customer service trainer Nancy Friedman. The guest speaker on a recent webinar hosted by software company Kukui, Friedman says shops need to know how

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Avoiding phone fails
June 21, 2019 by Allan Janssen

The difference between gaining a new customer and losing a potential sale often boils down to how you handle incoming calls.

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Oil and Filter Market is Continually Evolving
June 14, 2019 by Allan Janssen

  By Adam Malik Summer is time for a lot of things, including DIY oil changes. Across Canada, auto enthusiasts and would-be mechanics are gearing up for to do oil and filter jobs in their driveways. The first thing they’re

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GREENWOOD: Welcome to the New Aftermarket
June 14, 2019 by Allan Janssen

By Bob Greenwood, AMAM Isn’t it amazing how much change has taken place in our industry just in the past three years, and how much disruption is entering the aftermarket? Change and disruption will challenge shop owners at a truly

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Better Selling: Ending the Confusion Over TPMS
June 14, 2019 by Allan Janssen

By Adam Malik It’s enough to make some people want to pull their hair out. Lighting up support lines at tire pressure monitoring system manufacturers is the confusion around programming and relearning sensors to vehicles. It can be confusing to

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Epicor acquires MechanicNet, expanding its portfolio of services
June 5, 2019 by Allan Janssen

Epicor Software Corporation has acquired MechanicNet Group, a leading provider of customer relationship management (CRM) and retention solutions for auto repair shops. The transaction closed on June 3. Financial terms of the agreement were not disclosed. Texas-based Epicor, a global