Editor’s Notebook: Take a Good Look in the Mirror… Reflections on Customer Satisfaction & Service
As the challenge to win and retain customers becomes increasingly more difficult, taking a detailed look at your business’ policies and practices, especially as they relate to the outside world, should rank among your most important growth strategies. How customers perceive your shop in terms of quality repairs, expertise, knowledge and professionalism can make or
Editor’s Notebook: Just Do It!
Recoup Delivery Fees as a ‘Cost of Doing Business’
Editor’s Notebook: Top-Quality Brings Customers In
Today’s fragile economy requires that now, more than ever, you take a hard look at your business model. In particular, the efforts you make in winning over customers will be the catalyst that carries you through an economic downtown. Quality is the name of the game today, and most of your customers and prospects want
Editor’s Notebook: The Vehicles of Tomorrow Are Here Today
As automotive service providers, you’ve undoubtedly seen an evolution in vehicle technology, body styles, configurations, interiors and accessories over the years, and would probably agree that the changes only continue to accelerate with each passing year. Lots of dynamics factor into the finished product, but the biggest advancements in the vehicle technology of late seem
Editor’s Notebook: No Brainer! Vehicle Maintenance = Increased Fuel Efficiency
With gas prices inching above the current national average of $3 a gallon for regular gasoline, the news of a vehicle that achieves 130-150 mpg would be music to anyone’s ears. Enter the highly fuel-efficient Loremo concept car. The German automaker plans to begin production of the car for European markets in 2009 (base model
Editor’s Notebook: Nothing Happens Until Something is Sold
Team Shop Marketing Efforts Pay Dividends What a difference a year makes. For starters, 2008 has brought with it a slumping economy, the threat of a possible U.S. recession, gas prices at $3 a gallon, Federal Reserve rate cuts and a spiraling mortgage industry, making it difficult not to think about one’s financial future, especially
Editor’s Notebook: Business ‘Building Blocks’ for the New Year
With ads for New Year’s resolutions running rampant on the airwaves and in print, one doesn’t have to look very far for advice. One article’s catchy lead questioned, “Is it really possible for anyone to live happily to 100? The good news is that your body was designed to be 100 — you just have
Editor’s Notebook: Build Customer Loyalty
In Unconventional Ways What do confections and car repair have in common? Not much, you say. But taking a cue from a Cleveland, OH, candy maker can bring some sweet success to your customer service strategies. A headline in the local Sunday paper caught my eye. It read: “Step aside, Willy Wonka. The legendary chocolate
Editor’s Notebook:, 50 Years & Counting…Commemorating Toyota’s U.S. Market Milestone
October is a very significant month to all of us attending Automotive Aftermarket Industry Week, which kicks off on Tues. Oct. 30. It’s even more significant for Toyota as it celebrates its 50th year in America. In five decades of doing business in America, Toyota has created a bookmark in automotive history for a number
Editor’s Notebook: What’s Your Hook?
There are a lot of buzzwords to describe how businesses strive to retain existing customers and gain new ones. Recall how many times you’ve read or heard the terms “exceeding customer expectations,” “top-quality products and services,” “gaining customer trust,” “integrity, “reliability,” “expertise,” “professionalism,” and the list goes on. The ever-important goal of delivering outstanding customer
Editor’s: Notebook: Let The Buyer Beware
Made In China Label Gets Big Black Eye China has been in the news a lot these days, with reports that a wide range of Chinese products are dangerous, faulty and not fit to be sold in the United States. Everyday products, from pet food, to toothpaste, to tires, to seafood, and now toys for
Editor’s Notebook: Lack of Effort Loses Sale
You Must Earn Your Customers’ Business With so many choices today for everything we buy, whether it’s food, furniture, clothing or cars, customer service is more important than it’s ever been. Customers have tons of places to buy products, either in brick and mortar establishments or online, but not every place delivers a high level