Maybe there’s a reason “upsell” has become a dirty word—and it might be your fault.
Service Writing Tip: Justify Your Recommendations
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Service Writing Tip: Justify Your Recommendations
Writers, are you as tired as I am of getting lambasted by customers when you recommend work beyond the symptoms displayed by a vehicle that was brought to your shop? Between TikTok videos and fuel touching $5 per gallon (or six, for those of you burning diesel), it...
Is an Appointment-Only Shop Schedule Wise or Madness?
You probably have an “Open” sign hanging in the shop window or door. But what if you didn’t? Could you—and your shop—function as a shop without regular hours? The answer, like so many things in life, isn’t completely binary. Before we begin, maybe it makes sense to...
The Most Neglected Part of the Cooling System
Cooling system jobs are, by and large, gravy repairs. Sure, we get the occasional hard-to-bleed system or the heater core that’s buried. But for the most part, the work is straightforward plumbing. And selling the stuff is easy! Even the most price-conscious customer...
When Selling a Job, Get It In Writing (Not an Emoji)
This one’s for anyone who interacts with customers directly: service writers, small shop owners, and even techs who do some moonlighting or side work. Be careful when using text abbreviations, slang, or emojis with your customer, and that goes double when a customer...
Politics Ain’t Politic
Red, blue, or green? You’ve pieced together the point of this article by now, no doubt. This will not be a piece that risks raising the hackles of those who are deeply political. That’s not because you’re encouraged to avoid the topic, but instead, to do what makes...