MOTOR AGE – GETTING RESULTS FROM CUSTOMER RELATIONSHIPS
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 Keller at Keller …
MOTOR AGE – THE TWO TIMES YOU NEED TO ADVERTISE
David Rogers, the Chief Operating Officer of Keller Brothers Inc., and president of Auto Profit Masters, discusses the two times you need to advertise to make sure you have customers …
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 …
PRIORITIZE TRAINING IN YOUR SHOP TO BUILD A CULTURE OF SUCCESS
It’s no longer a matter of “making time” for training because it is the most important thing you can do with your time. Steve Jobs wore the same outfit every …
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 …
PART 2: WHAT TO DO WHEN YOU’RE SHORT ON CASH BUT NEED TO DO MARKETING!
This is part 2 of an article Terry posted earlier. Click here to read part one! Here’s the Problem Deep discount ads can bring a high response, no doubt. They …
HOW CAN I PAY FOR MARKETING TO HIGHEER-END CUSTOMERS WHEN I DON’T HAVE THE MONEY?
Have you heard of hyper-inflation? For a quick primer on what causes it and how it will affect your shop, I suggest you check out a blog I wrote called “Will Hyper-Inflation …
The First 3 Years Using the RPM ToolKit (Video)
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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 …
THE ART OF TEAM BUILDING AND REDUCING TURNOVER
The fire marshal came into our shop one day out of the blue and told us we had a problem. The back of the shop was too wide open, he …
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 …
GET THE MOST OUT OF YOUR SHOP’S POINT-OF-SALE SOFTWARE
Choosing shop management and point-of-sale software is a bit like buying a vehicle. The sheer number of makes and models available can be intimidating for a shop looking to get …
WORKING ‘ON’ YOUR BUSINESS, NOT JUST ‘IN’ IT
Before I dig into an article about how to work on your business instead of in it, I’d like to share a story with you. Once upon a time, …
TWO TOOLS FOR RESOLVING EMPLOYEE CONFLICT AND IMPROVING MORALE
Is your shop a hotbed of employee conflict? Even if we look only at generational differences, it’s not hard to see why employees can butt heads and morale can suffer. …
TEAM INCENTIVES: HOW TO KEEP EMPLOYEES ENGAGED, OPTIMISTIC
Over the last 15 years, since we started helping shop owners in 1999, I’m pretty sure I’ve seen every pay plan known to man. I’m also pretty sure that I’ve …