Blogs

A Sophisticated Client Experience

I recently chatted with Seth Thorson from Eurotech Auto Service in Minneapolis about the topic of Sophisticated Service. As professionals in the auto service industry, each of you plays a significant role in shaping the client experience. Whether you run a Euro shop like Seth or an all-makes-and-models shop, your contribution to the sophistication of the client experience is invaluable. In today’s competitive landscape, providing a sophisticated client experience is no longer a nice-to

carmcapriotto in Customer Experience

September 4

Beyond the Awards. The Story Behind the Story.

Early in 2021, I interviewed the recipients of the first annual AAPEX 2020 Awards; Shop Owner of the Year, Service Advisor of the Year, and Technician of the Year. I’m so grateful that AAPEX for the first time created these award categories to start this important recognition. I also had the honors to present the awards at Virtual AAPEX. I pulled the honorees together for a podcast not just to pay homage to their awards, but to talk among ourselves about the relationship between the owner, tec

carmcapriotto

February 7, 2021

Have You Felt the Impact?

Have you walked one of your regional malls lately? I recently spent time at our one big regional 1.6 million sq’ mall. It had been a while since I’d been there and I saw and felt the impact Covid-19 and e-commerce has had on our world. At the minimum, I counted 15 closed stores. I’m not talking about the small boutique storefronts, but some very big name stores shuttered. We’ve heard of the challenges many brick and mortar stores are having and the stores that are closing to ‘restructure’ into

carmcapriotto

February 2, 2021

Knee Hurt?

Feet ache? Can’t see well? Back hurt? Does your knee hurt? You may need a specialist in each of these areas. Is your business aching, hurting? (in the sense that it is struggling with sales and profits) There are specialists in the automotive service aftermarket that can fix a struggling business. They are called coaches or consultants. I get requests to recommend a coach to listeners. I do not. I’m very neutral in the industry. I need to be so we can get the views from all segments and people

carmcapriotto

January 22, 2021

Charging What You Are Worth

Of late there has been a lot of dialogue around my circles about being paid for the value you give and bring to your customer. I recently saw a survey of shops whose sales averaged $750,000 yet their net operating profit was only 2%. That is only a $15,000 average net operating income before tax. This troubling stat begs the question: How do you continue to invest in the business and even provide a living wage for you and your team at that level of profit? If you consider the investment you hav

carmcapriotto

January 16, 2021

When We Teach

Have you learned and experienced the powerful adage ‘When We Teach We Learn’. Ask any trainer if it is true. How do you make this work? Have you read a good book lately, attended a virtual seminar, listened to one of my podcasts? Learn anything? I bet you did, even just one new thing. How to start. Create a platform for knowledge sharing inside your organization. If you are an owner or leader, you have the power of meetings. If you are not assembling your team weekly, then do it. Carve out som

carmcapriotto

January 5, 2021

Inspired by the Beatles

This past weekend, Sirius XM played the top 100 Beatles songs, voted by their listener. During a busy weekend, while in the car, Ann and I had a chance to listen in segments. I love to hear the story behind the music. What inspired the song. How many sessions did it take to get it ‘right’. What instruments were used, among other great trivia. I heard the segment starting with song #7 and the Abbey Road Medley. My favorite stretch of Beatles music is Golden Slumbers, Carry That Weight and The En

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December 19, 2020

Follow the Yellow Brick Road

Flipping through channels, there it was, the beloved ‘Wizard of Oz’. I just can’t help but stop and get a fix of this very special movie. I remember as a kid being glued to the TV watching this every year. I found the movie in its first 20 minutes at the part where Dorothy starts her journey down the yellow brick road. I immediately thought of life’s journey, brick by brick. I could not help but think of life’s challenges and opportunities that each brick can afford us. The journey we take in g

carmcapriotto

November 24, 2020

How Can You Help the Next Generation of Shop Owners

If you had known then what you know now, would you have opened your own shop? Every day new shops open in North America. Many of them from technicians who have a dream and desire of opening up their own. For many, it is a life long dream to own their own business. For the majority of new business owners, they are great at the skill but do not understand how a business works. Some owners will lose a team member to the dream of opening their own. They are talented techs and want to build a busin

carmcapriotto

September 15, 2020

Are You Meeting Your Customer Expectations?

Customers want a great experience. They have preconceived expectations on how their experience with you is going to happen. Will it be as good as in the past. Will it be better than the dealer or the shop they patronized who is now closed? Every time we set out to do business, even a trip to Macy’s to buy a shirt, we have a preconceived notion on the shopping experience. I recall getting a special discount because I hadn’t brought in the coupon from the newspaper. I didn’t even know about it.

carmcapriotto

September 8, 2020

Is it Just Me or Do You Feel the Forces of Change?

Are change forces blowing harder and faster than we realize? And are we creating them? A restaurant in my town decided to rent some space in an office tower next to our AAA Ball Park. It just happens that the Toronto Blue Jays are playing there because of the pandemic (Canadian/US border lockdown). All US teams will play Toronto in Buffalo. There are no fans allowed in the park Fans are desperate to see sports and watch a major league team. Did I mention the space the restauranter rented as a

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August 31, 2020

Improving Your Shop's Communication and Productivity

Superstar shop owner and Elite Business Development Coach Chris Monroe shares a fun tip that will not only improve communication in your shop, but productivity as well. For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Chris through Elite Top Shop 360: One on One Coaching

Elite Worldwide Inc.

April 20, 2020

How to Communicate Your Shop's Employee Benefits

Superstar shop owner and Elite Business Development Coach Greg Skolnik shares a tip on how to provide your employees with a detailed outline of all their benefits. For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Greg through Elite Top Shop 360:One on One Coaching

Elite Worldwide Inc.

April 10, 2020

Where Your Shop's Parts-to-Labor Ratio Needs to Be

In this quick video tip industry superstar Jim Murphy shares the importance of maintaining a balance with your parts-to-labor ratio. Jim Murphy heads up Elite Pro Service, a peer group made up of 90 of the industry's top shop owners. To learn more about this caring community, visit https://elitepeergroup.com/

Elite Worldwide Inc.

April 1, 2020

Increasing Your Shop's Productivity

Superstar shop owner and Elite Business Development Coach Nick Sallas shares a quick tip on increasing your productivity with the help of your service advisors. This great tip is sure to be effective for you and your shop. For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Nick through Elite Top Shop 360: Top Shop 360

Elite Worldwide Inc.

March 20, 2020

A Top Shop Owner's Tip on Managing Payroll

Superstar shop owner and Elite Business Development Coach Greg Skolnik shares a tip on managing payroll and staying prepared in case of emergencies. For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Greg through Elite Top Shop 360: Top Shop 360

Elite Worldwide Inc.

March 5, 2020

Handling Upset Customers in Your Shop

Superstar shop owner and Elite Business Development Coach Nick Sallas shares a tip on how to handle upset customers in your shop, and turn them into satisfied ones! For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Nick through Elite Top Shop 360: Top Shop 360

Elite Worldwide Inc.

February 26, 2020

Why You Need to Coach Your Shop's Employees

Superstar shop owner and Elite Business Development coach Rudi Rudloff explains the critical difference between “training” and “coaching” your auto repair shop’s employees. For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Rudi through Elite Top Shop 360: Top Shop 360

Elite Worldwide Inc.

December 19, 2019

A Technician Training Tip from an Industry Leader

Superstar shop owner and Elite Business Development Coach Rudi Rudloff shares a tip on technician training that is not only remarkably effective, but cost-free for your auto repair business. For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Rudi through Elite Top Shop 360: Top Shop 360

Elite Worldwide Inc.

December 3, 2019

Giving Back to your Shop's Community During the Holidays

Superstar shop owner and Elite Business Development Coach Rudi Rudloff shares why giving back during the holiday season is a win for people in need, for your community and for your auto repair business. For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Ron through Elite Top Shop 360: Top Shop 360

Elite Worldwide Inc.

November 21, 2019

A Top Shop Owner’s Tip on Finding Service Advisors

Superstar shop owner and Elite Business Development Coach James Stephenson shares a tip on finding & hiring service advisors that has worked wonders for his award winning auto repair business. For additional help building a more successful auto repair business, learn more about Elite’s new affordable and convenient online peer groups for shop owners: Top Shop 360

Elite Worldwide Inc.

November 15, 2019

Increasing Your Auto Repair Shop's Customer Satisfaction Through Texts

Industry leading shop owner and Elite Business Development Coach Gene Morrill shares an easy-to-apply tip that has helped his shop improve customer satisfaction and retention. For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Gene through Elite Top Shop 360: Top Shop 360

Elite Worldwide Inc.

November 7, 2019

How to Handle "I Can Buy the Part for Less Online"

Superstar shop owner and Elite Business Development Coach Ron Haugen shares how your service advisors should handle the age old sales objection "I can buy the part online for less" For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Ron through Elite Top Shop 360: Top Shop 360

Elite Worldwide Inc.

October 29, 2019