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Nov 7, 2024 | 
ratchetandwrench.com | Kathleen Callahan
Over the last year, we have seen many challenges. No year is really without them, but how we look at things often makes a giant difference. There is a quote by Tony Robbin’s, “Where focus goes, energy flows. And where energy flows, whatever you’re focusing on, grows.” I hope you will take some time this month to reflect on areas where you could focus and improve. Here are some ideas:Personal Health - Taking time to care for your physical body improves everything around you.
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Oct 1, 2024 | 
ratchetandwrench.com | Kathleen Callahan
I am surprised, as I sit down to write this, that we are already entering the final quarter of this calendar year! I often share the Gretchen Rubin quote with people who have small children, “The days are long, but the years are short,” and I am finding that it is becoming more true today than I ever felt it was! Let’s tiptoe into the conversation about goal planning for 2025, starting with my encouragement of you to choose at least one conference to attend and start saving to go NOW.
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Aug 20, 2024 | 
ratchetandwrench.com | Kathleen Callahan
Last month, we discussed technician time bandits. Those thieves of time are one portion of lost venue for shops. Another big focus area is you, the owner. Here are a few universal areas where time is often lost in industry as well as business in general. Meetings: Since we’ve discovered we can hold virtual meetings, it seems we get less done because it’s simpler to get everyone together virtually.
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Jul 23, 2024 | 
ratchetandwrench.com | Kathleen Callahan
Creating systems and procedures is critical for any business, and there is no “one size fits all” option since every shop has a slightly different culture, client base, and regional fluctuation. There are, however, some universal parts to build on. Think about the life cycle of a client visit (also known as a work order life cycle).
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May 20, 2024 | 
ratchetandwrench.com | Kathleen Callahan |Jim Saeli |Chris Jones
Last month, I discussed how to keep (pronounced pay) your staff and touched on the other component of retaining talent: culture. This term has become a popular buzzword, but what does it mean and how do we create a good one? What Does Company Culture Mean? Culture is how things get done in your business. This includes your standard operating procedures—written and non-written—and the behaviors and reactions of the entire staff, including leadership.
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May 14, 2024 | 
ratchetandwrench.com | R. Silverstein |Jim Saeli |Chris Jones |Kathleen Callahan
The public doesn’t hold our profession in high esteem. This leads some shop owners to distinguish their shop by integrating words and phrases into their business name or tagline to convince customers of their trustworthiness. You may be familiar with some of these names: Integrity Auto Repair, Honest Auto Repair, or Trustworthy Auto Repair. The perception of dishonesty in our profession is so widespread that these names are ubiquitous in cities and towns from coast to coast.
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Apr 30, 2024 | 
ratchetandwrench.com | Kathleen Callahan |Greg Bunch
We constantly hear about the industry's technician shortage, and many minds are working toward finding a solution. This is about another challenge we face—once we have good technicians, how do we keep them? I believe there are two main ways: shop culture and competitive pay. Shop culture begins with the owner. Gone are the days of carrying a big stick and leading through the "my way or the highway" technique.
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Apr 4, 2024 | 
ratchetandwrench.com | Chris Jones |Greg Bunch |Kathleen Callahan
An industry that seems to have lost touch with its consumers is professional sports. Leagues such as the National Football League and National Basketball Association have moved away from giving the fans a superior product and have instead put the increase of profit first, which has often left fans with a mediocre product. Since 2021, the NFL has moved to an 18-week season, changed its playoff format, and added Black Friday and Christmas games.
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Apr 1, 2024 | 
ratchetandwrench.com | R. Silverstein |Greg Bunch |Kathleen Callahan |Mike Bennett
In 1972, comedian George Carlin introduced America to the seven words you can’t say on television. While not as profane, I’d like to introduce you to my variation—the seven words you should never say to a customer. 1. Look. Customers think that when you look at something on their vehicle they won’t have to pay. After all, you only looked at it. If you haven’t discussed a strategy for addressing their concerns and the fees associated with that process before the process begins, you can’t blame them.
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Mar 25, 2024 | 
ratchetandwrench.com | Kathleen Callahan |Greg Bunch |Mike Bennett |Victor Broski
In February, I attended the Women in Auto Care Leadership Conference in Salt Lake City, Utah, and was vividly reminded how critical it is to have positive, uplifting, supportive, and honest people in my life. I often quote Jim Rohn to my daughters: "You are the average of the five people you spend the most time with." I believe this is a straightforward way to assess your current situation—success or struggle.
