Since we live in a world that very much revolves around “me,” this is becoming an important and relevant topic. I am not saying that everyone in this world is stuck on themselves, but we have become very particular about how our time is allocated or wasted. Sitting in traffic is a perfect example of time wasted, and there isn’t a single person I know of who enjoys traffic.

Here are a few other things that waste our time: pop-up internet ads, commercials of any kind, and incoming phone calls. What?  Did I say incoming phone calls?

Yes, I did. I know of a few people who refuse to answer the phone or use it to talk because they see it as a complete waste of their time. “Text me” is what they tell everyone, and, sure enough, if you text them, they respond instantly. If you call them, there is no chance of getting a hold of them.

Texting someone is quick, easy, and to the point. I, personally, much prefer a short burst of communication over a long, unexpected phone call. If you text me, I can respond on my time. If you call me, you are expecting me to live on your time. If you text me, I can wait to respond, instantly respond, or not even respond at all. It is convenient for me.

This is the world we have created. From a business standpoint, it only makes sense now to allow for your interactions with your customers to be on their time, not yours. Trust me when I say that if their car is in your shop, they aren’t too happy. Contacting them on their time makes for a less painful and more accommodating process. This is one of the reasons why I created and one of the reasons why my shop, Golden Rule Auto Care, does so well.

Chris Cloutier

Chris Cloutier

Architect/President at

As an auto repair shop owner of Golden Rule Auto Care, Chris Cloutier realized the need for a better way to communicate with his customers as he observed how communication gaps created bottleneck situations and wasted valuable rack time. With 20+ years experience as a software developer including employment stints at Southwest Airlines and Wyndham International, Chris had seen the benefits of the marriage of software and customer service.  With the entrepreneurial passion to create an innovative solution to solve a common industry problem, Chris designed, a tool that dually functions as a visual workflow management system and as a means for keeping customers engaged and informed by providing status updates throughout the stages of the vehicle repair process. Click here to read more...

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