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<p>Any customer with a tire-related comeback immediately gets placed at the top of his priority list, says Barry Steinberg, president of Direct Tire &amp; Auto Service. &ldquo;The first thing we do is to immediately ask to go on a road test with the customer.&rdquo; His company has designated personnel who are qualified to go on the test drive.</p>
October 18, 2011

Those dreaded comebacks  

You’re sitting on top of the world. Your shop is booked solid for the full day and business has been great. Nothing could possibly go wrong. Right?

Tags: comebacks, Customer relations, Customer service, MTD survey

September 28, 2011

What should you do when customer confidence is compromised?  

Gaining customer confidence is tough enough; re-gaining customer confidence is a whole different animal.

Tags: Counter intelligence, Customer relations, Customer service, Wayne Williams

Training in customer relations pays off every day.
April 21, 2010

No excuses!  

There is a strong parallel between making sure your children get a college degree and providing an on-going training program for your employees.

Tags: Business insight, Customer relations, Paul Chizeck, Training

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