Have You Ever Asked, ‘Who Is In Authority Here?’
If two or more employees, when questioned, point to the same person above them as the arbiter of all things customer-related, you’ve probably identified a flawed organization.
What To Do When That A-Ha! Moment Strikes
I recently read about a restaurant in a major city that charges $150 per person in advance. Guests can print out their own tickets at home then wait in line at the restaurant. Everything is paid for in advance. So, why the disparities between how fast food has been run and what some fine dining restaurants are moving to?
Counter Professional: Recognition That Goes Beyond The Counter, Courtesy Of WIX Filters
As in year’s past, we treat the award recipient to an all-expenses-paid trip for two — including flight, hotel and food — to Las Vegas during AAPEX.
If You’re Sitting, Try Standing. If Standing, Do The Reverse.
I recently got a standing desk at work to alleviate almost-constant sitting at my desk. (“Standing desk” is almost a misnomer; it’s more like a sitting/standing desk. I’ll tell you why shortly.)
It’s The Details That Matter
Do you have customers that one day, you just never hear from again? Are you asking customers what you could do better? Are you making the extra effort to go to any length to find a difficult-to-find part?
You Gotta Want It
Napolean Hill’s “Think and Grow Rich” is as relevant today as it was nearly 70 years ago. There’s a great book on business and personal achievement that has sold millions of copies. Yes, it was published in 1937, but Napolean Hill’s “Think and Grow Rich” is as relevant today as it was nearly 70
Right To Repair Now Law In Massachusetts
The recently signed bill is similar to the bill that passed the legislature in 2012, but includes provisions that require that information and tools be available for heavy-duty vehicles, defined as those that are more than 14,000 pounds. BETHESDA, Md. – Massachusetts Governor Deval Patrick signed the Massachusetts Right to Repair legislation into law on
Make A Date With AAPEX
If you’ve never attended AAPEX, make this year your first. If you’re like me, a year without AAPEX in Las Vegas just wouldn’t feel right. Why? Because there’s no other time you’ll see so many of our industry counterparts in the same city, at the same event, with business on the brain. Honestly, it’s
Don’t Let Unperformed Maintenance Slip Away
Unperformed maintenance was at $50 billion in the late 1990s, up to $67 billion in 2011, according to the 2013 Automotive Aftermarket Status Report published by the Automotive Aftermarket Suppliers Association (AASA).
Soon, You Won’t Be Allowed To Drive. And Why That’s Good For Us.
This is all very good for the aftermarket. Why? Because there are going to be many more vehicles on the road in the future. And they’re all going to need repairs. It’s all a matter of numbers.
As The Led Zeppelin Song Went, ‘I’m Gonna Leave You’
How do some people in “customer service” care seemingly not one iota about it?