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BUSINESS EDITORIAL - Customers
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Currently showing items 1 to 15 of 22
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7 No-Brainers for Success
9/26/2008
You’ve just repaired a vehicle and your customer seems pleased with the quality of the repair and the service you provided. You deliver the vehicle, hand her the keys and send her on her way. But does that customer r...
Customers for Life
9/3/2008 2:36:48 PM
Every industry and business has unique challenges and opportunities that ultimately revolve around one principle: customer retention.
You can have operational excellence, financial discipline, marketing genius and the b...
Who's the Wolf?
6/5/2008
I’m sure many of you saw the article on our Web site in “Breaking News” about the American Insurance Association calling auto repair anti-steering legislation a “wolf in sheep’s clothing.&...
A Legal Primer
6/1/2008
Today’s collision repairer needs to be a savvy businessman as well as a master craftsman. And part of being a savvy businessman and running a profitable, efficient and ethical repair facility involves knowing one...
Earn Back Your Leverage
8/1/2007
But what will you do once you’ve attained it? Will you abuse it? Or, will you be disciplined in applying it, always mindful of being fair and responsible, firm yet moderate? The American Heritage College Dictionary d...
‘Good Customers’: More Harm Than Good?
7/1/2006
We’ve all heard these two words from time to time. Usually it’s when the boss is trying to justify asking us to do something for free.
But what is a “good customer”? As techs, we know...
Is the Insurance Company Also the Shop's Customer?
6/1/2006
Rick Little, Owner
Rick’s Auto Sales & Service Inc.
Coshocton, Ohio
Viewing insurance companies as your customer is an unhealthy and dangerous thing to do and will only lead to giving them c...
Learn How to Treat Customers by Being One
1/1/2006
How were the holidays for you? Did you enjoy some well-deserved time off? Eat too much? Drink too much “cheer”? Get overly annoyed with your relatives and in-laws and beat the *&%$ out of your Uncle Ed because he ... oh, ...
What's Good for the Goose: A List of Preferred Insurance Companies
12/1/2005
It’s a national pastime for people in the collision repair industry to bash insurance companies. And most of the insurance companies deserve some verbal abuse.
But what about when an insurance company does the ...
A 10-Letter Word for Pain in the Butt
11/1/2005
It’s time I spoke out on that terrible, nasty, I’m-afraid-to-say-it-out-loud, 10-letter word. You heard right. Not a four- or five- letter word or even the “R” word (as in recession) hurts as muc...
Know Your Customer
7/1/2005
Body shops deal with insurers on a daily basis, and most shops depend on the payments that the insurers make in order to stay in business.
Because of insurers' attempts to exercise control over the repair process and ...
Are You My Customer?
1/1/2005
"When a person comes into my shop, I define who the customer is. If the person who owns the car is my customer, then it's my job to do what's best for him. When the insurance company is my customer, then it's my job to ...
Check It Out: Quality-Control Inspection
6/1/2004
Is it ready yet?
How many times do you find yourself racing against time to get the vehicle ready to go? And how do you ensure that it really is ready to go?
What needs to be checked, and can little things you miss ...
Respect: The Customer’s Auto When in Your Possession
6/1/2004
Do not smoke or eat in (or on) a customer's car.
Do not steal the Viagra.
And never use the test drive to take a carload of techs to a local lunch spot
(or to solicit a prostitute).
When a customer drops off ...
You CAN Create Customers
4/1/2004
Chuck, I can really appreciate your question. We're a shop that doesn't participate in any DRPs yet we've maintained a backlog of work of two to four weeks for the past 10 years and just opened up our second location.
I...
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