Ramon Munoz says, "It goes beyond the aesthetic appeal"
He is right.
Ed Schaeffer says, "“Almost out of necessity, [independent shops] have always had a more customer-centric mindset. We need to find ways for customers to better see that.”
Charlie Rindom focused on one thing, The Customer Experience.
That's the one thing, the only one thing, that matters in auto repair. Customer must get the value of what you do for them and that is all packed in an experience. So to put it a little more bluntly, I'll borrow from a Washington Post advertising slogan:
Take the time to asses and modify your customer experience. If it is not working, your customers won't love you the way you want.
Ok, so let's say you want to improve the customer experience, how do you build your own "closed loop" as Ed @ Northtown Auto Clinic (@NtownAutoClinic) mentions in the article? Build a continuous relationship that extends beyond the four walls of your establishment.