This course helps owners and managers develop specific operating procedures that will be unique for their business. Students learn the value of having procedures in place and to write concise procedures for each operation in their business from the initial opening in the morning until close at night. This will enable owners to focus on new ideas and direction for their business without going over the same procedures day after day and answering questions from staff.

Dennis Roennebeck, AAM 6 credits; 3-hour course Specialty:

This course is designed to provide shop owners with the material and tools necessary to facilitate a women's clinic for the customers and other groups that would benefit from this basic information. Topics include:

• Explaining the vast differences between today's vehicles and vehicles of the past.
• How you as a shop owner can teach your customers to give you the proper information and make them feel comfortable describin problems to the service advisor.
• Educating the consumer that price shopping will not solve their problems.
• Communicating to the consumer the importance of proper maintenance to achieve a long-lasting vehicle.
• Educating consumers to notice changes in their vehicle operation.
• Educating consumers on the importance of allowing enough time for proper diagnosis and repair of their vehicle.

Dennis Roennebeck, AAM 6 credits, 8 credits; 3-hour course, 4-hour course Specialty: