When our oldest son was about three, my wife and I told him we would paint his room any color he wanted. His top two choices were a medium blue and yellow. Not just any yellow, but yellow like Play-Doh yellow. He settled on the yellow. Frankly, I couldn’t imagine that any of us would
It’s not what you think . . . this is about customer retention. My mom was recently telling my kids that my kindergarten teacher expressed concern about me because I was always playing with the girls. Here's my side of the story. There were two distinct play areas in the kindergarten room: the boys’
Every race has its winner and a whole bunch of everyone else. Whose story do we usually hear? I participated in a 5K this weekend. I didn’t finish in the middle. And I didn’t come in 1st either. I was dead last – but maybe there’s a story in that anyway. First, the event
About 35% of policy owners shop their car insurance in a given year. Less than half will actually switch. That puts customer retention in the mid 80% range. When an insurance agent also writes a second line of coverage (home owners, renters, etc.), his client retention improves by about 10%. When the client also
The fire had gone from a spark to nearly a thousand acres in less than 3 hours. There had been no measurable precipitation for over a month, it was nearly 100 degrees and the wind was blowing – and there were all these people telling me that they thought the fire would burn the other way. Do we live in the same reality? Sometimes we all need a little help seeing reality – especially when it comes to auto service and maintenance.
When my Dad was about the age of my youngest, he was homeless, walking down the middle of a city street, the buildings on both sides burning so fiercely that the asphalt was melted, sticking to his shoes and those of his parents and younger brothers. Bodies were piled on the sides of the
My friend who owns a 6-bay shop was telling me that business is great. While he is always keeping his eye on improving the bottom line, he said that the only way they could service more vehicles would be to add additional bays. Consequently, in all the years I took my cars to him,
We’re always seeking feedback from our customers and they respond very positively. Over the years we’ve incorporated suggestions for new service topics for our video library. We’ve also gotten a lot of suggestions along the lines of “things I wish my customers knew”: things like how challenging and, yes, difficult it can be to diagnose
80% of motor vehicle accidents are preceded by 3 seconds of distraction. 3 seconds: that’s less time than it takes to read the last sentence. Last week Myra Blanco from the Virginia Tech Transportation Institute presented some of the break-through safety research they are doing to the Automotive Communication Council in Charleston, South Carolina.