Great last impressions leave lasting impressions. We often say, “Only one chance to make a great first impression”. I would submit that we can all agree with that. Also, a great first impression can help the entire service experience go much more smoothly.  Just like a good book or movie, we need a great beginning, very solid story in the middle, then a great ending… to keep them coming back for the sequel. That is why… Last(ing) Impressions

This is Part 2 in a two-part article. View Part 1 >> Are We Competitive? We often work with clients to create Maintenance Menus.  During this process we ask the Service Manager to provide a list of commonly performed services.  We review current charges for the services, the contribution of parts and labor, and the flat rate times technicians are paid. More often than not, these services yield lower than average gross margins.  In some… Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 2

This is Part 1 in a two-part article. Years ago, I recall a conversation with a Service Manager about starting a Quick Lube Department.  His thought was that if he could have a department that was focused on light maintenance, he could offer his customers quick, convenient, competitively priced services that would keep them from defecting to the aftermarket.  It was a great idea in theory but unfortunately, there were unforeseen challenges. The store was… Is Your Express Department Quick? Convenient? and Competitively Priced? – Part 1