Customer Service Is Everyone’s Job
From the service advisor to the technician in the bay, every member of the team has a role in building customer trust. In the automotive repair…
Posts by Ken Borg
Beat the Changeover Bottleneck
Why staffing, equipment capacity and technician fatigue can determine how well a shop handles the seasonal rush. For tire retailers in Canada, the fall tire changeover…
The Human Factor Still Matters
Technology can make a business more efficient, but never underestimate the value of a human voice. Artificial intelligence is quickly becoming part of the automotive service…
Same Day? No Way!
Why same-day repairs are getting harder to deliver. For decades, customers have measured good automotive service by one simple benchmark: Drop the vehicle off in the…
The First 10 Minutes
Why great service advisors win before the hood opens. Step into any successful repair shop and you’ll notice something right away: It’s not just about fixing…
Talk Them Off The Ledge
Frustrated and stressed, your customers need you to remain cool and collected. Here’s a scenario I’m sure all of us in the automotive aftermarket have to…
Hello. AI Speaking…
One of the first things I do every morning when I get to work is check the messages that have been left by customers who called…
Dealing With Comebacks
The key to success is not how you did the job, but how you take care of the problem afterwards. Comebacks are a fact of life…
The Customer Experience: Word-of-Mouth Advertising
If you can build trust with your customers, they’ll recommend you to friends and family for years to come. In a world where common courtesy is…
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