management Archives - Page 22 of 22

Your weekly source of sales, marketing, customer service, and management insight - compliments of ETE REMAN

Right Person, Wrong Seat

Inertia on the Field: Practice, Progress, and Growth

If It’s Not the Job, It Might Be You

Busy But Bored: The Ultimate Conundrum

The 8 Laws of Human Behavior

I’m hoping you can help me. I’d like to find the creator of the piece below. I’ve Googled every way I know how and I’ve struck out time after time. After a talk I delivered in Minneapolis last month, one of the audience members approached me and handed me a piece of paper. He simply […]

Why I Didn't Hire You

I’m an easy interview, but a tough judge. I don’t use personality or behavioral tests – I’ve tried them all, and I do see some value there, but I’ve also relied on them for hiring decisions which I later came to regret. I don’t call your references. It’s a waste of my time and theirs. […]

What Have You Done This Year?

Can you believe it’s already July? I sure can’t! Just yesterday it felt like January. OK, I live in Wisconsin. It really WAS winter yesterday. July means it’s mid-year time, and that means it’s time to look at what you’ve accomplished for the year. If your shop runs on a calendar year, it’s time for […]

Trust is not a four-letter word

No, seriously, it’s not. It’s a five-letter word. And, it’s the single most important factor to your success in the automotive repair business. “Trust me,” you say. “Experts you can trust,” you print on your marketing materials. “When cars need fixing, consumers trust their vehicles to us,” your Yellow Pages ads read. I wonder, though, […]

What Do You Do With a Tardy Employee?

This week’s question comes from a loyal reader with a question for Captain Reman. Dear Captain Reman, I have a good one I would like to cover that I have noticed is an ever growing problem in the workforce all over not just the automotive field. Lateness!! As a manager I always pride myself on […]

The Day After Memorial Day Edition

I took the day off yesterday. I mean, really off. No email. No cell phone. No thinking about business. No nothing except taking my girls to the pool and relaxing as a family. Then a family barbecue. Yes, I did the grilling. It was very meaningful. I find that Memorial Day means different things to […]

Motivation Made Simple

If you’re a manager then you’ve been told at least once that you have to “motivate your people.” But how do you do that? Where should you start, and what can you do? Forget about buying a motivational poster like the one here. Instead, start with something MUCH easier. Start by making a change in […]

To Mystery Shop or Not to Mystery Shop, That is the Question

Here’s another awesome question from a reader! Dear Captain Reman, I want my phone sales people to be amazing, and I know mystery shopper programs are one way to do this. Can you tell me how I can put one together, or should I just spend the money and get outside help? A Concerned Executive […]

Failure to Authorize? More like Failure to Communicate!

Special thanks to my friend and customer Don Saffioti of Clifton, NJ for this great tip! Captain Reman: Here’s my best response to a customer who is about to FTA on you: If the customer says, “The car’s not worth it…” or, “I’m going to get another car…” I ask “Let’s examine the alternatives. What […]