How do you manage complicated diagnostic projects and client expectations? All too often I’m introduced to new clients because they’ve had a bad experience with a shop when trying to diagnose a complicated or intermittent problem with their vehicle. When I investigate the reasons as to why the client isn’t…

OEM franchise networks are winning the battle for our market share! It was only 10 years ago that we—independent repair shop owners—were congratulating ourselves for keeping a steady hold on our lead for the market share of all vehicle spending versus the dealership network. In 2008, the independent shops had…

I usually write about an issue I feel needs to be discussed or a problem I see in the industry. Then I offer my opinion or suggestions to solve the issue. This article is about the “younger” minds (namely the millennial generation) and “older” minds (those that came before) in…

Don’t sell yourself short. We can’t afford it! One of the many obstacles of managing an automotive repair and service business profitably is too many competitors competing and promoting themselves by discounting parts and labour prices. One lesson I wish all shops that continue to repress our industry would learn…

This article was inspired by a reminder sticker I saw on a new client’s window. Instead of showing the date/odometer reading of the next scheduled service, the sticker read, “Consult your owner’s manual for the recommended service interval.” It could have said, “We don’t have the time or knowledge needed…

What’s the cost of a free parking lot opinion (FPO)? How long does it take to recoup the cost and lost revenue? And how does a free parking lot opinion affect the professional image of your shop and others in your market? Here’s what’s behind this month’s subject. No invoice…