Mary DellaValle, Author at UnderhoodService - Page 5 of 10
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Management: Parts Specialists’ Success Hinges On Your Success

Hearing first-hand from someone on the parts firing line provides an interesting perspective on how the economic climate affects “first-call” status.

When Gas Pump Prices Rise…Be Proactive Rather Than Reactive

When summer arrives, your customers are going to feel the heat. And, it’s not going to be so much from the temperature as it is from gas prices, which are projected to hit the $3 per gallon mark within a couple of months.

Top Techs Score Big For The Automotive Aftermarket

Let’s hear it for the automotive service and repair industry that also has its own group of All Stars. These Top Techs were honored in November during the National Institute for Automotive Service Excellence’s (ASE) board meeting held at the Monteleone Hotel in New Orleans.

Tough Times Ahead…Get Back To The Basics of Customer Service

when you’re holding your morning meetings, a major part of your conversation should emphasize how every team member can deliver the most value to customers during their vehicle repair experience. Since perceived value differs among customers, you’ll need to cover all the bases.

Ramping Up for 2010: What Are You Doing to Stand Out from the Competition?

As you get ready to close the book on another year, it’s not uncommon to think about challenges in the year ahead and how you will be handling them. Many shop owners take a hard look at their business model and make strategic adjustments that will help pave the way for increased profits and a bigger market share.

Management: ‘Win-Win’ Repair Examples Can Positively Impact Customer Education Efforts and Your Bottom Line

In the process of educating customers, if you could show the link between proper repairs and vehicle performance and longevity, compared to vehicle neglect and its negative impact on critical components, you’d be able to heighten your customers’ trust in your repair recommendations and comfort level with the repair process.

Customer Service Is Not a Strategy; It’s a Way of Life

That was the key message delivered by Robert Spector, author of “The Nordstrom Way,” during a recent SEMA webinar. “It’s the customer who determines whether your company will succeed or fail,” Spector advised. Spector explained that regardless of your job title, you are in the customer service department. “Excellent customer service is more than buying

Giving Some ‘Extra Credit’ Where Credit Is Due

We all know it takes a lot to be an automotive technician. It takes drive, ambition, a strong work ethic, problem-solving techniques and an ability to work with your hands, not to mention a large investment in tools and education. So it’s important to give credit where credit is due. Within our magazines and on

Signals of a Recovering Economy . . .

It’s been said that the economic recession largely bottomed in the spring and its long-awaited end will occur later this year. A sign that some analysts say signals the start of an economic recovery for the second half of 2009 is that the U.S. index of leading economic indicators has risen for three straight months.

Targeted Marketing Efforts Deliver Customers And Increased Revenue

At the end of last year, readers of ImportCar were asked, “What are the top concerns of your business for the coming year?” Several respondents’ comments centered on profitability, increasing car counts and staying competitive (see sidebar for specific comments). Not an easy job in today’s tough business climate. You already know that to win

Delayed Auto Repairs: The Springboard to Summer Service Opportunities

ImportCar Advisory Board member, Steve Louden, president of Louden Motorcar Services, a BMW, Mercedes and Porsche specialist in Dallas, speaks out about projections for summer automotive service and discusses some new ideas for boosting his shop’s bottom line.

Management: What will the ‘Dog Days’ of Summer Bring?

ImportCar Advisory Board members speak out about their businesses and the state of the economy, and also talk about specific actions they are taking to see their shops through these tough economic times.