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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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Don’t Blink

  80% of motor vehicle accidents are preceded by 3 seconds of distraction.  3 seconds: that’s less time than it takes to read the last sentence.  Last week Myra Blanco...
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Menu, Schmenu

A few months ago I asked a shop owner and master technician to review an article for our website content product. The topic was “Deciphering the Menu Board”. The idea...
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Doing Well While Doing Good

  Today, while you read this, a 14-year old boy is lying on his bed in the cancer ward of a children’s hospital, struggling to breathe after vomiting for the...
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Spare a Little Change?

  Automotive service and repair is a $215 billion a year industry.  Change is either an obstacle or an accelerant to getting your fair share.  Or rather, your response to...
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Why People Don’t Like You – Part 2

  In Part 1, we talked about how customer’s perceptions on Price, Completeness of the Repair, and Meeting Time Expectations leads to customer dissatisfaction, according to a recent Consumer Reports...
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