Customer or Client

Customer or Client

Customer or Client For all the talk we hear about raising the image of the auto repair industry to a true profession, we must first have a reckoning with how we understand our relationship with those whom we serve. Restaurants and hospitality businesses have...
Show AND Tell – using visuals to educate customers

Show AND Tell – using visuals to educate customers

Show AND Tell – using visuals to educate customers I do my best to stay agnostic when it comes to what kind of technology a shop should use. I don’t want to promote something that works for one shop but doesn’t work for another. I don’t even...
Touch + Technology = Trust

Touch + Technology = Trust

Touch + Technology = Trust The following quote was given to me by a friend named Mark who owns multiple shops: “The challenge is to blend the technology in the front room with the touch so that you can create the trust to differentiate your company from your...
Great Software Will Not Fix a Bad Shop

Great Software Will Not Fix a Bad Shop

Great Software Will Not Fix a Bad Shop Just as the latest robotic surgery technology would be useless without the skilled hand and mind of a trained surgeon, shop software is also useless without the proper team and processes in place. This is something we often come...
Technology isn’t the Answer for Customer Service, but Helps

Technology isn’t the Answer for Customer Service, but Helps

Technology isn’t the Answer for Customer Service, but Helps There is a great data model that I use in a lot of my presentations called the Kano model from lean six sigma. It identifies customer satisfaction in a short summary. In this model, you see that there...
Let’s Work Together! Why Integration Matters.

Let’s Work Together! Why Integration Matters.

Let’s Work Together! Why Integration Matters. I’ve been developing software for the majority of my life now, which means I am getting old. And, one thing I’ve come to realize is that software seamlessly working with other software is a GREAT thing....