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
Editor’s Notebook: Going the Extra Mile…
So Your Customers Can, Too!
Editor’s Notebook: Vehicle TLC Pays Dividends You’ll See. . .
More than ever, consumers consider their vehicles to be an extension of their personality, lifestyle and preferences. Beyond the technological advancements, special features, quality enhancements and gizmos, consumers are also attracted to a vehicle by its styling, color scheme, and interior detailing, adding momentum to a love affair that grows stronger each day. And the
Editor’S Notebook: Appreciate Your Customers and Your Payback Will Be Lasting Loyalty
With April’s National Car Care month being right around the corner, you’ve hopefully put a plan in place to tie into this national event — one that’s sure to showcase your shop as an expert in automotive service and repair, as well as contribute to the safe-running operation of your customers’ vehicles. There are many
Editor’s Notebook: Well-Informed Consumers
New car sales figures are in the news a lot these days, especially in light of the Big 3’s poor performance and as analysts try to predict total vehicle sales, import vs. domestic new car sales figures, and whether Toyota will outpace GM in new car sales this year. Kelly Blue Book’s website has put
Editor’s Notebook: Quality & Courtesy Make the Sale
As companies fight for market share, the airwaves, print and digital media, and the internet are laden with messages that employ a variety of selling tactics to target certain consumer demographics. Some sales pitches are subtle, others are blatant; some play on consumer emotions, while others play on fears; and some make promises, while others
Editor’s Notebook: 2007: Make Resolutions That Will Leverage Your Expertise
As another year closes in, we’ll all read and hear lots of messages about making resolutions for the new year and beginning 2007 with a fresh slate. Some of us will buy into this mindset and others won’t. But for those who do, they will likely have a sense of urgency to achieve some of
Editor’s Notebook: Doing Things a Little Better than the Next Guy
Looking at the business marketplace beyond our industry can provide some good perspective. Take the aviation industry, for example. A recent newspaper article stated that Continental Airlines could be the airline of the future. It went on to say that Continental runs the best business class of any U.S. airline on foreign routes and the
Editor’s Notebook: Well-Defining Your Value Statement Helps You Win The “Customers For Life” Battle
Last month was a busy one for automotive press conferences, and while the companies whose events I attended manufacture vastly different product lines, the theme of their presentations was very similar — providing value and the highest-quality products to customers. They accomplish this by relying on their OE heritage, technological innovation, vast research and development
Editor’s Notebook: Technicians Represent the Fabric of Automotive Repair Excellence
Finding and keeping good technicians tops the “main concerns” list of most automotive service providers today. Not only are technicians responsible for servicing and repairing a growing import car parc, but they play a crucial role in a shop’s overall customer service experience, so they are your most valued resources. Think about your technicians’ credentials.
Editor’s Notebook: Imports Make Headlines
You may have noticed that imports have been in the news a lot lately. Last month, Automotive News reported that “foreign-based” auto brands surpassed domestic brands in U.S. retail sales. Through May, 52.9% of new vehicles registered by purchasers were import brands, up from 49.0% a year earlier. Big news! If this trend continues, it