EDITOR’S NOTES: Coffee at Denny’s Part II
I was back at Denny’s last week. Man, those Grand Slam breakfasts are great! So I’m sitting there chowing on my eggs and bacon when, lo and behold, I hear a familiar conversation in a booth behind me. It’s Joe No DRP and Al DRP again! I slowly slump down in the booth, put on
EDITOR’S NOTES: All I Want for Xmas Is a DRP
I recently had the good fortune to hear a rousing argument between two body shop owners, one of whom had 67 DRPs and the other had none. They were sitting directly behind me in a booth at Denny’s, so I slumped down a bit so I wouldn’t be noticed. Here’s what I heard: Joe No DRP:
EDITOR’S NOTES: One Hundred Grand
It probably seems like I’ve been harping on you about customer service lately. Unfortunately, I’m going to do it again. Customer service never fails to intrigue me as a potential gateway to increased sales. To say it’s still an unturned rock under which profits can be found is a huge understatement. Evidence of this is
EDITOR’S NOTES: Refining the Machine
Three sets of eyes bored a hole in me. I read in their glares that if I screwed up, I was going to get stomped. I started to sweat profusely but tried to will it away, knowing that moist fingers handling small LEGO pieces could surely lead to my untimely death. To make matters worse,
EDITOR’S NOTES: Who’s Our Character?
She’s perky and cute and has hot pink hair. She’s nimble and acrobatic as a secret agent uncovering auto insurance discounts. And even though she’s not real, rumor has it she’s charmed hundreds of young men into proposing marriage to her. That’s right, I’m talking about Erin Esurance, the animated pitchwoman for, you guessed it,
EDITOR’S NOTES: A Worthwhile Cause
At first glance, Bob Smith looks like the last person you would want to get in a gunfight with. Tall and imposing with a black cowboy hat and bristly white mustache, he evokes an image of the Old West and the kind of guy who might fill your belly full of lead at the slightest
EDITOR’S NOTES: Web Site Version 2…for You!
Cosmetic surgery seems all the rage these days. I must confess I just don’t get it. To me, there’s nothing more beautiful than being natural. When it comes to Web sites, however, I think an occasional facelift is necessary, and that’s exactly what we’ve done recently to www.bodyshopbusiness.com. When we relaunched the Web site a
EDITOR’S NOTES: Customer Service 101
A CARSTAR executive once told me that he advises franchisees to train their front-office staff to come out from behind the counter and greet each customer warmly and enthusiastically when they arrive at the store. That might seem trivial to some, but I’m a firm believer in that approach based on a recent experience I
Editor’s Notes: A Raisin to Believe
I recently learned the value of meditation and mindfulness, and it all started with a raisin.
Editor’s Notes: Scanning the Horizon
Thanks to the Automotive Management Institute (AMi), I recently had the opportunity to take one of their new online course offerings on the hottest topic in the collision repair industry today: scanning.
