RATCHET & WRENCH: Creating a Successful Shop Culture

David Rogers, the Chief Operating Officer of Keller Brothers Inc. and President of Auto Profit Masters, discusses how to build the right culture of continuous education through measurement, training, and

AUTO INC. – Sync Up For Success

By Terry Keller In 43 years of shop management and ownership, I’ve made every mistake possible. There was a year when my accountant had to prepare 102 W2s. Imagine how

RATCHET & WRENCH: Tips to Effective Coaching

It was one business conversation David Rogers initially felt wholly unequipped to handle, and one he’ll never forget. One night in the late 1990s, as Rogers wrapped up a shift

THE ROLLERCOASTER OF SHOP MANAGEMENT

In a special Shop Owner article, Terry Keller gives a personal account of the trials and tribulations that come along with owning a small business. He offers some advice on

Changing Problems versus Fixing Them

Terry here. Have you heard that you can crack an egg into a radiator to plug the leak? Even if it works for a time, all it does is change

Case Studies: 3 Ways to Grow

Grow Fast Average ticket up $300 in 15 days! Check out what a shop owner in Idaho did to their Average Repair Order in their first 15 days on the

Winning Over A Tough Customer

There’s more to this topic than just winning over tough customers, because the same things we do to help the ­individual tough customers are the things we can do to

Getting results from customer relationships

It isn’t always easy for shop owners to build such personal connections with their customers. But building those relationships is the most critical part of running a shop. Creating lasting

Creating a Successful Shop Culture

Ratchet + Wrench tells the story of Keller Bros. — how one of America’s most efficient shops built a winning culture through systems, processes and numbers. View “Creating a Successful