By Scott Osborn – ASE Master Technician, Author of “Making Smart Choices“ I woke up in the middle of the night thinking of this. Imagine this: You sit down at a restaurant, and instead of handing you a menu, the waiter starts rattling off the restaurant’s offerings. You would expect they would at least start with appetizers, […]
By Scott Osborn – ASE Master Technician, Author of “Making Smart Choices“ The “I’ll Call You Back” Bottleneck is Costing You Thousands. As a shop owner, you know the drill: A technician finds a critical brake issue at 10:00 AM. The Service Advisor calls the customer at 10:15 AM. No answer. Voicemail left. The customer calls back […]
By Scott Osborn – ASE Master Technician, Author of “Making Smart Choices“ In my 50 years of running shops and training technicians across North America, I’ve seen the same scene play out a thousand times: A talented tech finds $800 worth of necessary safety repairs, but the customer walks away only paying for the $79 […]