The “WOW” Factor Mystery   I know you’ve all heard of the “WOW” factor or effect, I have too, but I had never before tried to put it into some quantifiable understanding.  That’s what this article is about.  The “WOW” factor is a REAL phenomenon that too many of us forget about when it comes to our businesses.  So, what is the “WOW” factor, and how does it relate to our industry specifically? Is it greeting your customers at their car door with a smile and handshake?  Maybe, possibly, could be. Is it repairing their vehicle completely, correctly, the first time, on time, delivered clean with NO fingerprints and within the last estimate you quoted them? NO!  That is expected, is exactly what everyone else is doing, and if you’re not, maybe you need to rethink your career choice or business plan.  The customer believes this is always going to happe ... read more

Management 101 or Respect / Intimidation & Fear?   The following are my thoughts on a management “style” that seems to be finding its way back into many automotive facilities across the country.  It is probably being seen in other businesses as well, but for this article we are going to focus on what I have seen in our industry, the Automotive World! Now, to be fair before I start here I do need to point out that this intimidation or fear style of management does occur a LOT more as the temperature warms up!  I get it, this is hard work, both physically and mentally and when it is hot outside, it seems it is even harder. So, as an employee, what affects you more and puts you in “the mood” to work?  Someone yelling at you, threatening you, or simply screaming because he/she needs to get something fixed, changed or corrected?  Or someone who comes to you and asks, “what can we do to correct ... read more