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Change No to Yes!

I don’t think I’ve ever met someone who says they immediately say “Yes” to all their service advisors’ recommendations.  I’ve definitely talked with some who always say “No”.  Most of...
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My Momma Lied to Me

19 years old, walking down Huron Street in Ann Arbor, Michigan, 2,100 miles from home, I watched the wad of chewing gum I had just spit out arc into the...
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Throw in a Bag of Doritos and You’ve Got a Deal

 When our oldest son was about three, my wife and I told him we would paint his room any color he wanted.  His top two choices were a medium blue...
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Blonde with 9 Inch Spikes

  It’s not what you think . . . this is about customer retention.  My mom was recently telling my kids that my kindergarten teacher expressed concern about me because...
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I Crossed the Finish Line Alone

  Every race has its winner and a whole bunch of everyone else.  Whose story do we usually hear?  I participated in a 5K this weekend.  I didn’t finish in...
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Bundle Up

  About 35% of policy owners shop their car insurance in a given year.  Less than half will actually switch.  That puts customer retention in the mid 80% range.   When...
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Only You Can Prevent Preventive Maintenance

The fire had gone from a spark to nearly a thousand acres in less than 3 hours. There had been no measurable precipitation for over a month, it was nearly...
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Home of the Brave

  When my Dad was about the age of my youngest, he was homeless, walking down the middle of a city street, the buildings on both sides burning so fiercely...
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How Much for Your Business?

  My friend who owns a 6-bay shop was telling me that business is great.  While he is always keeping his eye on improving the bottom line, he said that...
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Virtual Reality in the Auto Shop

We’re always seeking feedback from our customers and they respond very positively.  Over the years we’ve incorporated suggestions for new service topics for our video library.  We’ve also gotten a...
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