Steve Ferrante, Author at Engine Builder Magazine
A Winning Workplace

Having difficulty finding talented employees? Take a good hard look at the engagement level of your existing employees first. Spending the last 20+ years in business consulting, the past 10 in my own practice, I have too often heard the plea “we can’t find good people” from business owners and/or management personnel. In fact, if you’re a shop owner or manager, there’s a very good chance you’ve said this yourself at one point or another.

Lessons From Jack Welch

Jack Welch is one of the most successful business leaders of the last century. For those unfamiliar with him, Jack Welch was the CEO of General Electric from 1981 until his retirement in 2001. Over his 20-year tenure, Welch earned numerous awards for his leadership as CEO, culminating with Fortune magazine naming him “Manager of the Century” and ranking GE as “the most admired company” in 1996 and 1997.

Exceeding Expectations Builds Customer Loyalty

No customer likes surprises when it comes to doing business with any type of service provider. When customers can count on consistently great service each time they do business with you, their confidence increases and they are far less likely to shop around for their engine rebuilding needs. But when the customer’s ­experience is inconsistent —

Avoid Customer Disservice at Your Shop

There’s a lot of talk about the importance of providing quality customer service and superior customer experiences to improve customer loyalty and sales. In fact, these topics are the primary elements of my training and consulting practice. On the flip side, there’s relatively little dialogue about the ­aspects that turn customers off, harm customer relationships

If You Win the Argument, You Lose the Sale

The true test of a business’ customer service effort is not when things are going right but, rather, what is done when things go wrong. In the book “Buying Trances,” author Joe Vitale wrote about the principle of “agreement melts resistance” and how when working with resistant sales prospects, agreeing with them is a more

How To Deliver World-Beating Customer Service

Shop owners know that the key to attracting and retaining loyal customers lies in delivering top-notch customer service, but how is that defined in everyday interactions? What does it take to teach and instill a “customer service” attitude throughout your business? In this economy you have to be much more effective to keep customer loyalty

Learn How To Improve Customer Retention, Sales From

noadI even have my own “Recommended Reading Store” powered by (You can visit it at Apparently, I’m not alone in my infatuation with the company. In the recently published 2011 Temkin Experience Ratings, Amazon was ranked No. 1 in customer service out of 143 large companies across 12 industries. According to Temkin, the