• Goal Setting
  • Resolutions

    We are about one week into the new year and about 40% of the resolutions people made are already broken. And another 20% will fall by the wayside by the end of January. Why does this happen? It’s a common pastime of our society to make New Year’s Resolutions. Something about changing from one year […]

  • Beyond This World
  • We Have A Problem

    We, as humans, have a problem. We have a really big problem. This problem affects every human who has, or will ever live. We all have the same problem. The problem is very serious. It affects us every single day. It affects the way we think, the way we behave and the way we interact […]

  • Mindset
  • The Challenge of Change

    There is a dynamic to life that permeates every bit of our lives and we can’t get away from it. CHANGE Life is constantly changing. There is no way to stop it. Changes in our bodies. Changes in our emotions. Changes in our beliefs. Changes in our residence. Changes in our jobs. Changes in our […]

  • Team
  • The Pressure Builds!

    Pressure. Stress. Frustration. Unfortunately, these are a fact of life. They can cause us to come up short on being accountable and being respectful. In our fast paced world, pressure, stress and frustration are increasing. Our business adds to the equation since we repair cars, but we sell time. Time is a limited commodity. We […]

  • Communicating
  • #1 Complaint Regarding Automotive Repair Service

    The automotive business has a history of practices that have made the general public wary of dealing with both repair shops and sales lots. Both repair and sales have a long standing reputation, decades long, of being deceptive. Much of this reputation is well deserved. There was a time where sales people exaggerated the features […]

  • Communicating
  • A Lesson From The Emergency Room

    Delivering exceptional customer experiences requires more than simply being proficient and efficient. We can be proficient at our job. We can know the policies and the procedures. We can carry them out with great efficiency. We can make sure all our ‘T’s’ are crossed and our ‘I’s’ are dotted but still not deliver a great […]

  • Customer Service
  • Customer Service vs. Customer Experience

    This week, my service consultant team and I were discussing the difference between customer service and customer experience. Is there a difference? Are these simply two phrases for the same thing? There is a difference. A huge difference. And at the end of the interaction with your customer, the difference can mean a one-time transaction […]

  • Mindset
  • What Do You Think?

    There are times in our lives when we get mad. Really mad. Hopefully, these times don’t occur too often, but sooner or later something happens that sets you off. For some folks, there are a lot of things that set them off. There are others who rarely, or ever it seems, get mad. But there […]