Managers Set The Tone For Employee Morale
Morale as defined in Merriam-Webster is the mental and emotional condition (as of enthusiasm, confidence or loyalty) of an individual or group with regard to the function or task at hand. As independent repair shop owners, we all strive to have a successful, profitable business that secures a great lifestyle for us and our family.
Steve’s European Automotive Delivers 30 Years Of Top-Notch Customer Service
Steve Fowler has learned a thing or two when it comes to owning and operating a successful independent automotive repair shop. Even though he opened his namesake shop 30 years ago, Fowler says he’s always working to better not only his business, but his employees and customer service as well. For Fowler, Steve’s European Automotive is the shop it is today for four main reasons.
Creating Lasting Customer Loyalty Means Separating Your Shop From The Pack
With visits to repair shops on the decline, building customer loyalty is more important than ever. Developing a large and stable database of regular customers can help eliminate the constant need to acquire new customers. Your loyal customers can also serve as a great referral source for your shop. According to the research firm The Gartner Group, 20% of a business’ existing customers generate 80% of that business’ profits.
The Paperless Back Shop: Mission Accomplished!
Time flies and here we are again with an update of our mission to make the back shop completely paperless. Of course we save trees by doing this, but the most exciting benefits are about boosting technician productivity, freeing up the service advisor from doing busy work and focusing on educating the motorist.
Executive Interview: Carolyn Cook, ACDelco General Director
Carolyn Cook, ACDelco general director since July 2011, has been a field parts representative, regional parts manager, parts processing center plant manager and director of aftersales for Chevrolet Europe. Since arriving at ACDelco, Cook has overseen numerous enhancements to the brand’s 90,000-part portfolio and Professional Service Center Program, based in part from insight she gathered by meeting with warehouse distributors and independent service centers.