Auto Shop Customer Service and Sales
Your Customers’ Habits are Changing, And So Should You

Customers and the way they drive have changed, and it’s not going back to the old way.

California Bill Expands Inspection Of Safety Components

New legislation protects consumers from unsafe vehicles, say California aftermarket associations.

Loaner And Courtesy Car Management For A Shop

A customer in a loaner vehicle is more likely to approve additional service work.

What Do You Need To Do To Keep Your Best Customers?

Remember, as a shop owner, it is up to you to define who your “best” customer is.

Social Listening Improves CX: 4 Steps To Make It Happen

A social listening strategy has benefits well beyond marketing and metrics.

Customer Service In A Crisis

In a crisis, it can be a scramble for your front-line staff to understand what’s happening and how to respond.

Doing Well By Doing Good

Volunteering in your community is a win-win for everyone involved.

Billing Breakdown

Detailed billing helps walk the layperson through what’s involved in a job, in terms they can understand.

The Most Important Element In Gaining Customer Loyalty For Your Business

According to customer experience research and consulting firm Temkin Group, customers judge their experience with any business based on three basic components: success, effort and emotion.

Service Reminders Can Build Trust And Increase Repeat Business For Your Shop

Most people will consider it a blessing if they receive a reminder from you that it’s time to get their brakes checked, that they need to get that oil change or that it’s time for their 30,000-mile checkup.

Would You Want To Wait At Your Shop?

“There was no waiting room,” my husband recently complained to me. He had just spent his morning off waiting at a local repair facility as his car got an oil change and had its 90,000-mile routine maintenance performed, says Kristen Criswell, editor of Shop Owner magazine.

Customers For Life: The Little Extras That Make The Difference

I know you will agree with this statement: There is no greater feeling of satisfaction than having a customer choose your shop to service their vehicles. What’s even more satisfying is a customer who has been with you for multiple decades.