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

SHOP OWNER: WORK SMARTER, NOT HARDER

It takes a lot of technical know-how to service modern vehicles. But there would be a lot more shop owners and technicians walking around with fat wallets nowadays if running

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

If you close your eyes and picture a tough customer, what image do you see? Is it a price shopper on the phone? An argumentative customer at the front counter?

GETTING RESULTS FROM CUSTOMER RELATIONSHIPS

By David Rogers The first step in building strong, lasting relationships is by cultivating a team of loyal, caring, committed people. Early on after I came to work for Terry

CREATING A SUCCESFUL SHOP CULTURE

To a passerby, there’s not much that stands out about Keller Bros. Auto Repair. Actually, it’s difficult to even notice it. The shop sits in a sunken strip mall, a