5/6/2025
In this episode of the Garage Grit Podcast's Origin & Impact series, host Brad Hurlock interviews Kevin Bickford, the owner of Fox River Tire and Auto. Kevin shares his journey from a young car enthusiast in Southern California to becoming a successful shop owner in Illinois. He discusses the challenges he faced in management, the importance of building trust with customers, and the transition from employee to owner. Kevin emphasizes the significance of creating a supportive work environment and the need to adapt to changes in the automotive industry. The conversation highlights the lessons learned throughout his career and the values that drive his business today. In this conversation, the speakers discuss the complexities of managing a business, focusing on customer relationships, employee transitions, and the importance of accountability and coaching. They share personal experiences that highlight the challenges and successes in navigating these areas, emphasizing the need for growth, trust, and a supportive team culture. The discussion also touches on effective marketing strategies and the significance of maintaining a positive business environment.
Chapters
00:00 Introduction to Garage Grit Podcast
02:06 Kevin Bickford's Journey to Fox River Tire
14:03 Transitioning to Goodyear and Family Life
22:03 Moving to Chicago: A New Chapter
34:11 Establishing Fox River Tire and Building Trust
38:11 The Transition of Ownership
39:45 Lessons from Professional Experience
42:11 The Takeover Day
44:07 Understanding the Customer Base
46:38 Initial Challenges and Changes
49:55 The Role of Family in Business
52:05 Navigating Employee Dynamics
55:11 Firing Customers for Better Fit
57:41 Building a Family Culture
01:00:22 Sales Strategies and Customer Trust
01:02:45 Retirement and Staff Changes
01:04:39 Facing Business Ownership Challenges
01:06:17 The Journey of Growth
01:09:07 New Beginnings and Future Plans
01:16:48 The Journey of Leadership and Humility
01:19:24 Building a Supportive Team and Accountability
01:22:32 The Importance of Coaching and Growth
01:24:51 Embracing the Role of CEO
01:25:07 Daily Accountability and Financial Awareness
01:30:36 Expanding the Business: New Locations and Culture
01:37:43 Marketing Strategies and Customer Engagement
01:42:10 Setting Goals for Future Growth
01:48:57 The Value of Compassion in Leadership
4/22/2025
In this episode of the Garage Grit Podcast, host Brad Hurlock delves into the red flags encountered during the hiring process. He is joined by auto repair shop owners Jen, Mark, and Chris, who share their experiences and strategies for vetting potential employees. Topics discussed include the importance of team culture, the impact of the mechanic shortage, effective interview processes, and the growing trend of younger generations preferring text communication over phone calls. The episode also touches upon the potential use of video marketing to showcase shop culture and suggestions for future podcast topics like employee benefits and the integrity of the auto industry.
00:00 Welcome to the Garage Grit Podcast
00:30 Introduction to Today's Topic: Hiring Red Flags
01:03 Meet the Guests: Jen, Mark, and Chris
01:12 Jen's Shop: Small Garage Dynamics
01:51 Mark's Shop: Courtesy Cars and Business Expansion
05:01 Chris's Shop: Unique Setup and Collaboration
07:39 Hiring Practices and Challenges
16:39 Red Flags in Hiring: Real Stories and Experiences
26:44 Generational Differences in the Workforce
34:12 Chris's Formal Hiring Process
35:21 Casual Interview Conversations
35:45 Customer Feedback and Comments
37:14 Staff-Only Interviews
39:00 Final Interview and Job Offer
40:02 Shop Operations and Efficiency
43:22 Hiring and Team Dynamics
57:08 Firing Process and Challenges
01:01:00 Concluding Thoughts and Future Topics
3/25/2025
Show Notes
In this episode of the Garage Grit Podcast, hosted by Brad Hurlock, the focus is on finding alternative revenue streams for auto repair shops to boost cash flow during downtimes and overall business enhancement. The guests, Tyson Fisher from Star Import Service in Gainesville, Florida, and Bill Vallely from Tru-Fix Auto Works in Long Island, New York, discuss their respective experiences and insights. They cover a variety of potential revenue-enhancing strategies, such as selling used parts, detailing services, car rentals, POI (Pre-Owner Inspection) services, and more. They emphasize the importance of leveraging existing resources and customer loyalty while also being cautious of regulatory and liability issues. Marketing tactics for these additional services are also explored, including the effective use of social media, website focus, and community engagement. The episode ends with thoughts on maintaining business integrity, customer trust, and embracing new opportunities while being aware of industry dynamics and economic conditions.
00:00 Introduction and Podcast Overview
00:51 Meet the Guests: Tyson and Bill
01:20 Bill's Background and Shop Details
02:54 Tyson's Journey and Shop Insights
05:22 Challenges and Opportunities in the Industry
07:48 Exploring Alternate Revenue Streams
17:31 The Business of Buying and Selling Cars
21:23 The Complexities of ADAS Calibration
32:03 Customer Service and Additional Offerings
47:07 The Importance of Standardized Processes in Car Inspections
48:39 Balancing Market Value and Disclaimers
49:40 Pre-Owner Inspections: A Service for Loyal Customers
53:05 A Case Study: Saving a Customer from a Bad Deal
59:01 Marketing and Promoting Additional Services
01:02:30 Exploring New Revenue Streams: Rentals and More
01:03:46 Challenges and Opportunities in the Auto Industry
01:24:53 Leveraging Social Media for Business Growth
01:28:10 Final Thoughts and Reflections
To continue the conversation, join the Garage Grit Podcast Facebook group.
2/27/2025
In this episode of the Garage Grit Podcast, Brad Hurlock of AA Shop Marketing discusses the misleading information from car manufacturers and dealerships regarding extended service intervals. Joined by guests Jeremy Bucy and Mitch Fasnacht, they delve into the consequences of adhering to the 10,000-mile oil change myth and share insights on how shops can rebuild trust with their customers. The conversation includes personal anecdotes, customer relations strategies, and the importance of proper vehicle maintenance. Tune in to learn how to educate your customers and keep their cars running smoothly.
To watch this podcast on Youtube Click Here
00:00 Introduction and Today's Topic
01:18 Meet Our Guests: Jeremy and Mitch
03:18 Mitch's Background and Shop Details
04:35 Jeremy's Journey and Shop Insights
13:43 Building Trust with Customers
22:28 Challenges with Manufacturer Service Intervals
32:33 Customer Stories and Maintenance Challenges
33:17 Educating Customers on Oil Changes
37:04 Building Trust with Customers
39:09 Maintenance Programs and Customer Relationships
48:18 Technical Explanations and Customer Communication
52:05 Marketing Tips and Ethanol Discussion
55:58 Industry Trends and Vehicle Technology
01:02:05 Concluding Thoughts and Recommendations
1/28/2025
Building Strong Community Connections for Auto Repair Shops
In this episode of the Garage Grit Podcast, host Brad Hurlock from AA Shop Marketing converses with shop owners and managers, including Paul Hurst, Sarah Warfield, and Jason Musser, about the importance of community connections for auto repair shops. With detailed discussions around various community involvement strategies, such as sponsoring youth sports teams, volunteering, offering educational classes, collaborating with nonprofits, and creative marketing tactics like placing advertisements on DMV envelopes, the episode explores how these connections can bolster a shop’s reputation and customer loyalty. The guests share insightful experiences and practical tips on breaking down barriers with customers, emphasizing the value of trust and relationships in the automotive repair industry.
00:00 Introduction and Podcast Overview
02:51 Meet the Panelists: Paul Hurst
03:31 Meet the Panelists: Sarah Warfield
05:25 Meet the Panelists: Jason Musser
05:51 Community Connections: Examples and Initiatives
08:30 Challenges and Strategies in Community Engagement
09:24 Innovative Ideas and AI in Customer Interaction
12:11 Nonprofit Initiatives and Community Support
24:05 Vocational Training and Youth Engagement
32:30 Sponsorships and Local Community Involvement
36:09 Building Customer Connections
36:49 Community Outreach Efforts
37:51 Engaging Women and Young Drivers
39:01 Marketing Strategies and Challenges
51:14 Collaborations with Local Businesses
01:02:00 Final Thoughts and Recommendations
01:02:13 The Power of Social Media and Reviews
12/31/2024
Car Rental and Shuttle Services for Auto Repair Shops
In this episode of the Garage Grit Podcast, host Brad Hurlock of AA Shop Marketing discusses solutions for customers who drop off their cars and need another ride. The discussion features three auto repair shop owners: Stephan from Indiana, Brian from Michigan, and Brian from Iowa. They explore different approaches like shuttle services, rental programs, and ride shares, sharing their successes, challenges, and insurance implications. The conversation also touches on the benefits of offering loaner vehicles, strategies for slow-day marketing, and the importance of personalization in customer communication.
Chapters
00:00 Introduction to the Podcast and Today's Topic
00:44 Meet the Shop Owners
01:02 Brian from Finkle Automotive Shares His Approach
02:17 Brian Rooney's Current System and Challenges
03:04 Stephan Carroll's Hybrid Approach
04:11 Discussion on Shuttle Services and Customer Preferences
04:53 Challenges and Solutions in Providing Loaner Cars
17:07 Insurance and Liability Concerns
17:48 Stephan's Evolution to a Rental Fleet
28:14 Weather Considerations and Customer Experiences
33:20 Exploring Shuttle Services
34:35 Building Customer Relationships
35:39 Luxury Shuttle Ideas
36:24 Concerns and Safety Measures
41:32 Insurance and Rental Programs
47:51 Handling Customer Complaints
56:03 Managing Courtesy Vehicles
58:30 Final Thoughts and Future Topics
01:01:52 Marketing Strategies for Slow Days
11/29/2024
In this episode of the Garage Grit podcast, host Brad Hurlock from AA Shop Marketing leads a discussion with three experienced shop owners: Moira from Karma Auto Care in Georgia, Kendall from A1 Automotive in Nebraska, and Matt from Carz R Us in Illinois.
The conversation focuses on building and maintaining a positive shop culture, with each guest sharing their unique experiences, challenges, and strategies. Topics include team-building activities, personal development, mentoring young technicians, and the impact of shop culture on customer relationships. The episode also highlights the importance of continuous improvement and community involvement to create a supportive and engaging workplace environment.
00:00 Introduction to GarageGrit Podcast
00:40 Meet the Guests: Moira, Matt, and Kendall
00:59 Moira's Journey: From One Tech to Two Shops
02:16 Matt's Unique Path: From Band Teacher to Shop Owner
03:32 Kendall's Success: Building a Second Location
04:10 The Importance of Shop Culture
07:08 Challenges and Triumphs: Real Estate and Relocation
10:58 Recruitment Strategies: Finding the Right Fit
12:31 Building a Supportive Work Environment
18:07 Vision Boards and Personal Development
36:11 Generational Shifts in Shop Culture
41:21 The Importance of Continuous Learning
41:47 Reading vs. Audible: Different Approaches
42:09 Book Recommendations and Discussions
44:20 Implementing Lessons from Books
46:38 Building and Maintaining Shop Culture
47:37 Personal Development and Leadership
54:01 Vision Boards and Goal Setting
57:32 Team Collaboration and Compensation
01:05:13 Customer Experience and Shop Culture
01:18:17 Challenges of Expanding to Multiple Locations
01:20:52 Final Thoughts and Future Plans
Resources:
Join the private Facebook group.
Our Podcast Website
Matt's Book Recommendations:
The Five Dysfunctions of a Team
by Patrick Lencioni
The Dream Manager
by Matthew Kelly
Kendall's Book Recommendation:
The Courage to Be Disliked
by Ichiro Kashimi and Futema Guga
Moira's Book Recommendations:
Profit First
by Mike Michalowicz
All In
by Mike Michalowicz
Do It Differently
by Mike Michalowicz
10/29/2024
In this comprehensive series of the Garage Grit podcast, host Brad Hurlock of AA Shop Marketing, gathers insights from three seasoned auto repair shop owners: Kevin Millevoi of Millevoi's Tire & Automotive in Bensalem, PA; Bill Stegich of Hynes Auto Service in Glenview, Illinois; and Jeremy McQueen of B.A.T. Boys in Branson, Missouri. The discussions cover a wide range of topics crucial to the auto repair industry, including the importance of transparency and communication with customers, optimizing estimates and invoicing practices, and balancing parts and labor costs. The episodes delve into maintaining customer trust through detailed invoices, educating customers about vehicle maintenance, and effectively handling seasonal fluctuations and warranty challenges. Guests share their experiences with digital vehicle inspections, pricing strategies, and addressing generational differences in customer expectations. They emphasize the significance of proper diagnostics, transparent pricing, and customer education in ensuring both customer satisfaction and business viability.
00:00 GGP October 2024
00:50 Today's Topic: Transparency and Communication
01:00 Meet the Guests: Shop Owners from Different States
03:08 Challenges of Seasona l Business
03:53 Customer Communication Strategies
08:20 Pricing and Estimates: Best Practices
27:38 Handling Warranties and Extended Services
34:11 Maintenance Tickets and Multi-Point Inspections
36:21 Customer Communication Strategies
36:31 Jeremy's Maintenance Ticket Process
37:13 Importance of Digital Vehicle Inspections (DVIs)
38:07 Handling Safety Concerns and Maintenance
39:36 Detailed Invoices and Customer Trust
41:56 Carfax Service History and Fluid Checks
43:12 Challenges with Customer Communication
44:26 The Role of DVIs in Customer Transparency
52:36 Estimating Repairs Over the Phone
01:00:27 Credit Card Fees and Customer Demographics
01:11:15 Financing Options and Discounts
01:12:04 Final Thoughts and Wrap-Up
9/24/2024
About the Host:
Brad Hurlock is the voice behind the Garage Grit Podcast and co-owner of AA Shop Marketing. With a keen focus on helping independent auto repair shops succeed, Brad enjoys delivering practical insights and industry expertise to his listeners with every episode.
The Panel
Chris Barker is from Myers Tire & Auto Center of Statesville, NC. He started out in an independent shop, then worked for a big box store but found that he wanted a more personal connection with customers, so came back to a, single location shop. Myers has 8 bays handling roughly 34 cars/day. They are located in downtown Statesville in a business district. Myers is currently using the HITS Shop Suite.
Gerald Martin is a co-owner of Martin Auto Service of Anna, IL. Martin’s is a 3rd generation shop, started in 1972. Martins is a 10 bay shop in the process of adding 8 more bays. Once completed, they will have roughly 15, 000 sq ft of shop space. Anna, IL is very rural so the customer base travels quite a distance to get to the shop. Martin’s uses Autoflow.
Colleen Shannon and her husband own Shannon Family Automotive in Folsom, CA. When they started in 2011, they were just 2 bays. The shop’s local community has roughly 90k people, mostly suburban. In 2023, they expanded again into 13 bays. Shannon Family Automotive switched to ShopGenie a little over a year ago.
Episode Summary
In this episode of the Garage Grit Podcast, host Brad Hurlock discusses the transformative power of Customer Relationship Management (CRM) systems in auto shops with guests Chris, Gerald, and Colleen. The conversation covers the implementation and evolution of CRM platforms, the benefits and processes of comprehensive vehicle inspections, and their positive impact on customer relationships and business efficiency. Key topics include tackling initial CRM implementation challenges, advanced features like digital vehicle inspections (DVIs), the integration of online appointment scheduling, and the use of key performance indicators for effective shop management. This episode provides valuable insights into streamlining auto shop operations and maximizing performance with modern CRM solutions.
Timestamps
00:00 Welcome to the Garage Grit Podcast
00:51 Meet the Shop Owners
00:57 Chris's Shop Journey
01:46 Gerald's Shop Legacy
03:45 Colleen's Shop Growth
05:27 The Evolution of CRM Systems
06:00 Implementing and Streamlining CRM
08:13 Choosing the Right CRM Platform
14:19 The Importance of Personal Touch in CRM
16:42 Challenges and Benefits of CRM Adoption
34:59 Employee Buy-In and Training
40:50 The Importance of Personal Touch in Customer Service
41:15 Leveraging AI for Efficient Review Management
43:04 Utilizing AutoFlow's Rainy Day Folder
45:21 Effective Marketing Strategies and Challenges
56:54 Future Innovations and Feature Requests
01:04:58 The Role of Digital Vehicle Inspections (DVIs)
01:11:22 The Benefits of Online Appointment Scheduling
01:15:35 Concluding Thoughts and Future Topics
Resources
Myers Tire & Auto Center
Martin Auto Service
Shannon Family Automotive
HITS Shop Suite
Autoflow
ShopGeniePodcast Facebook Group
AA Shop Marketing
Check out this episode as our panel discusses how they use their CRM for their auto repair shop. Perfect for anyone looking to improve or manage customer relationships through shop specific software. Join the conversation in our private Facebook group. Would you like to share your CRM experiences? Contact us on the podcast website.
8/27/2024
The Panel:
Kory Rozema: Kory Rozema is the second-generation owner of Rozema's Car Care in Hudsonville, Michigan. Since acquiring the business in 2016, Kory has expanded its operations significantly, from four bays to ten, and added a satellite location. He has also ventured into the highly technical field of ADAS calibrations. Kory is deeply involved in industry networking and training, fostering a community of continual learning and ethical business practices.
Philip Korbel: Philip Korbel is the co-owner of Elite Automotive Center in Fargo, North Dakota. He joined the family business shortly after its inception in 2013 and has been instrumental in its growth and success. Philip brings a strong background in customer service and technological adaptability, essential for modern shop management. Elite Automotive has six bays and a skilled team under Philip's leadership, with an emphasis on community and family as core values.
Troy Vaninetti: Troy Vaninetti is the owner of Graham Auto Repair in Washington, where he started as a technician at 17 and eventually bought the company. Under his leadership since 2006, the business has flourished, expanding to two locations with over a dozen bays in total. Troy has been a dedicated member of the ATI super conference community since 2012, promoting continual education and balanced life.
Episode Summary:
In this episode of the Garage Grit Podcast, host Brad Hurlock chats with automotive shop owners Kory Rozema, Philip Korbel, and Troy Vaninetti about the value of industry-specific conferences and trade shows. The guests share their journeys in the automotive repair industry, from embracing advanced technologies to the importance of customer service and continual learning.
The conversation kicks off with each guest sharing their backgrounds, including the evolution of their businesses and their roles in the automotive repair industry.
Key Takeaways:
Networking and Learning: Attending conferences like Vision and ATI Super Conference allows for invaluable face-to-face networking, enriching the learning experience beyond what is possible digitally.
Business Growth and Development: Conferences offer specialized training that caters to shop owners, managers, and technicians, helping them stay updated with the industry's latest trends and technologies.
Family and Ethical Practices: Many conferences emphasize not just business growth but also personal development, ethics, and family values, essential for well-rounded leadership.
Engagement and Recruitment: Promoting these events within your team can improve engagement and make your shop more attractive to top talent.
Specialized Events: Events like SEMA, Apex, and local expos offer additional opportunities for learning about the latest tools, software, and industry advancements directly from OEMs and vendors.
Notable Quotes:
"Fix the owner, you fix the shop." - Philip Korbel
"The networking part of it, just being able to sit down and talk to other shop owners – there's a value that's almost unmeasurable." - Kory Rozema
"I've learned a lot about going from one shop to two shops and where all my deficiencies were." - Troy Vaninetti
"Education without action is just entertainment." - Philip Korbel
"It's our responsibility to fix the crummy reputation of the industry every single day." - Kory Rozema
Resources:
7/30/2024
About the Host:
About the Guest(s):
- Mitch Fasnacht: Owner of Green Lawn Garage in Denver, PA. He is a third-generation owner with two sons planning to take over as the fourth generation. Mitch is a member of an ATI group and has successfully navigated the process of succession planning within a family-owned business.
- Steve Traversari: Service Manager at B&C Auto Center in San Jose, CA. With 22 years of experience at the shop, he has been proactively engaged in discussing and planning the transition of ownership with the current owner, ensuring a smooth handover.
- Erik Scheidt: Owner of Norwood Auto Service, a five-bay main shop and a four-bay satellite shop in Chicago, IL. Also in an ATI group, Erik has been actively involved in the succession planning process but is facing challenges in transitioning ownership due to family dynamics and financial considerations.
- Ben Armstead: Second-generation owner of Armstead Automotive with 2 locations Michigan. Ben has been actively working on succession planning, leveraging the expertise of a consultant of
JKL Associates to navigate the complexities of transferring ownership and ensuring a secure future for the business.
Episode Summary:
The panel discusses the process of succession planning within family-owned auto repair businesses. The guests share personal experiences, challenges, and insights regarding transitioning ownership to the next generation. Key topics include establishing fair valuations, navigating family dynamics, and ensuring financial security for retiring owners. The conversation highlights the emotional and practical aspects of handing over the reins, providing valuable lessons for aspiring successors in the auto repair industry.
The discussion keys in on communication, setting clear goals, and seeking expert guidance to facilitate a smooth transition. Panel members shed light on the importance of creating written plans, dealing with financial implications, and balancing the legacy of the business with personal aspirations.
Key Takeaways:
This episode offers a candid exploration of the complexities and rewards of passing the shop ownership to the next generation.
- Succession planning in family-owned auto repair businesses requires clear communication, fair valuations, and strategic financial planning.
- Navigating family dynamics, emotional attachments, and financial considerations is crucial in ensuring a seamless transition of ownership.
- Establishing written plans, seeking expert advice, and setting clear goals are essential steps in the succession planning process.
- Creating a balance between the legacy of the business and personal aspirations is key to a successful transition within family businesses.
- Maintaining open dialogue, addressing challenges proactively, and valuing each stakeholder’s role are fundamental in the succession planning journey.
Notable Quotes:
- "It's not just their purpose. I think it's their identity. And that is where it’s their life. If you go somewhere and they say, 'Hey, that's Mitch from Greenlawn garage,' that's how they're recognized." - Mitch Fasnacht
- "Succession planning requires setting clear valuations, establishing fair contracts, and navigating financial implications to ensure a secure future for the next generation." - Ben Armstead
To immerse yourself in the insightful conversation on succession planning within family-owned auto repair businesses, listen to the full episode and discover more valuable insights from the panel.
Stay tuned for future episodes exploring diverse aspects of the automotive industry and business management. You can also recommend a topic on our website.
Resources:
6/18/2024
About the Host:
About the Guests:
Shiju Thomas: An experienced business owner with a deep understanding of training and development in the automotive repair industry. Mr. Thomas is the owner of Hotchkiss Auto Repair.
Darin David: Owner of a successful auto repair shop, focused on team training and maximizing the potential of his technicians. Darin is the owner of Joe's Garage.
Scott Bartlett: A seasoned mechanic and shop owner, dedicated to continuous learning and improving his team's skills. Scott is the owner of Turner Auto Care.
Episode Summary:
In this episode of the Garage Grit Podcast, host Brad Hurlock guides a discussion on training teams in the auto repair industry. Guests Shiju Thomas, Darin David, and Scott Bartlett share their expertise on the importance of ongoing training, development, and team building in automotive shops. They explore how to enhance skills, utilize resources effectively, and improve overall shop performance.
Key themes include leveraging local educational programs, utilizing online training platforms, fostering a culture of continuous learning, and the significance of on-the-job training. The conversation underscores the holistic approach needed to elevate not just technical skills but also team dynamics and shop culture.
Key Takeaways:
Investing in training and development is essential to keep up with industry advancements and retain top talent.
Tailoring training programs to individual technician needs can boost performance and job satisfaction.
Fostering a culture of continuous learning and accountability leads to a more cohesive and productive team.
Utilizing online resources and creating a dedicated training space can enhance skill-building opportunities.
Balancing technical training with soft skills development is key to creating a well-rounded and effective team.
Notable Quotes:
"Training is not just about fixing cars; it's about nurturing a culture of growth and development within the team." - Shiju Thomas
"Being humble and open to learning is the foundation for continuous improvement in the automotive industry." - Scott Bartlett
"Cultivating a team that shares knowledge and supports each other leads to a more efficient and cohesive shop environment." - Darin David
Resources & References:
Don't miss out on the valuable insights and strategies discussed in this episode. Tune in to the full podcast to learn more about training your team for success in the auto repair industry!
Chapters:
00:00 Introduction and Today's Topic
00:58 Meet the Panelists
02:47 Local Training Programs
06:24 Challenges and Strategies in Training
09:58 Compensation and Motivation
17:21 Developing a Training System
27:17 On-the-Job Training and Team Dynamics
39:35 Customer Training and Communication
43:11 The Power of Audio and Video Content
43:29 Understanding Personalities in the Workplace
45:10 Effective Customer Communication
46:12 Training and Development Strategies
47:47 Implementing Software and Digital Tools
57:09 The Importance of On-the-Job Training
59:25 Personal and Professional Development
01:12:08 Final Thoughts and Future Topics
5/28/2024
About the Guests:
Episode Summary:
In this episode of the Garage Grit Podcast, host Brad Hurlock discusses the topic of recruiting top talent onto your team with a panel of shop owners: Pat Schnaidt, Eric Scheidt, and Steve Finzel. The panel shares their experiences and strategies for finding and hiring skilled technicians and service advisors. They emphasize the importance of creating a positive and supportive culture within the shop, networking within the community, and providing opportunities for training and growth. The panel also discusses the role of compensation in attracting and retaining top talent.
Key Takeaways:
Building a positive and supportive culture within the shop is crucial for attracting and retaining top talent.
Networking within the community and participating in events can help connect with potential employees.
Offering opportunities for training and growth, as well as competitive compensation, can be strong incentives for attracting skilled technicians and service advisors.
Attitude can trump skill set when it comes to hiring, as a positive attitude and willingness to learn can be more valuable than immediate technical expertise.
Succession planning and counseling can be important aspects of preparing the next generation to take over a shop.
"We're auto repair experts, but we're really in the people business." - Pat Schnaidt
"You can't afford not to pay a skilled technician what they're worth." - Steve Finzel
"The more opportunity and diversity I can bring in the training, the more chances there are for technicians to find something that suits them." - Pat Schnaidt
4/23/2024
About the Guests:
Kelli Weatherby: Owner of Accurate Automotive, a repair shop in Mesa, Arizona with 32+ years of experience. The shop has 14 bays and focuses on providing quality service to their customers.
Joe Ferone: Owner of Proper Service, an auto repair shop with two locations in New York State. Joe has been in the industry for over 28 years and is passionate about growing his business and providing excellent service to his customers.
Isaac: Technician at World Auto Repair in Eden Prairie, Minnesota. Isaac has been with the shop for 10 years and is currently transitioning into a more business-focused role. He is eager to learn and grow in the industry.
Episode Summary:
In this episode, host Brad Hurlock discusses the importance of working on your auto repair business instead of just in it. He is joined by a panel of experienced shop owners, including Kelli Weatherby, Joe Ferone, and Isaac, who share their insights and challenges in growing their businesses and finding a work-life balance. The panel discusses the importance of building a strong team, documenting processes, and setting goals for the future. They also touch on the family dynamic in the business and the need for accountability and self-care.
Key Takeaways:
Building a strong team and cross-training employees can help create a more efficient and flexible work environment.
Documenting processes and creating a culture of accountability can help ensure that the business runs smoothly even when the owner is not present.
Balancing work and personal life is crucial for long-term success and happiness.
Succession planning and preparing for the future is essential for the continued growth and sustainability of the business.
Taking care of oneself and finding joy outside of work is important for overall well-being and can positively impact the business.
Notable Quotes:
"It's important to have a process in place and ensure that everyone is on the same page to avoid getting pulled back into the day-to-day operations." - Kelli Weatherby
"Transitioning from working in the business to working on the business is a learning process, and it's important to adapt and evolve as the business grows." - Joe Ferone
"Building a strong team and empowering them to make decisions and learn from their mistakes is crucial for the success of the business." - Isaac
Resources:
Stay tuned for more insightful discussions and valuable content from the podcast.
3/26/2024
About the Guests:
Brian Rooney: Owner of Rooney's Auto and Tire Center in Emmitsburg, Iowa. With three full-time technicians and a focus on tires and auto repair, Brian has been in the auto repair industry for over a decade. He started as a technician and eventually transitioned to shop ownership to have more control over operations and decision-making.
Sean Blockland: Owner of All American in Colorado, a mentoring shop that works with kids from alternative schools and foster homes. Sean and his wife run the shop together, and they prioritize creating a positive and supportive culture for their team. They focus on goal-setting, accountability, and personal growth for their employees.
Kendall Warnock: Owner of A1 in Nebraska, a shop that sees around 300 cars a month and specializes in all makes and models. Kendall emphasizes caring for his team and creating a culture of empathy and giving back. He works closely with his employees to help them achieve their personal goals and provides support both inside and outside of work.
Episode Summary:
In this episode, the panel discusses strategies for retaining top talent in the auto repair industry. They emphasize the importance of creating a positive culture, involving employees in decision-making, and setting clear goals. The guests share their experiences with goal-setting, celebrating achievements, and helping employees with personal growth. They also discuss the challenges of finding the right fit for the team and the importance of being honest and setting boundaries. The episode highlights the significance of caring for employees, understanding their personal goals, and creating a supportive work environment.
Key Takeaways:
Involving employees in decision-making and goal-setting can help them feel valued and motivated to achieve their targets.
Celebrating achievements and providing incentives can boost morale and create a positive work environment.
Understanding employees' personal goals and helping them achieve them can contribute to their overall happiness and job satisfaction.
Hiring the right people from the start is crucial for long-term retention and success.
Being a positive example and holding employees accountable can help them grow and improve their performance.
Notable Quotes:
"When people feel like they got to be part of making that decision, they work a lot harder towards achieving the goal." - Brian Rooney
"You got to hire the right people first, and without that, there's no need to retain talent if you didn't hire the right people." - Sean Blockland
"Helping them be the best versions of themselves, that's success to me." - Kendall Warnock
Resources:
Listen to the full episode [here](insert link) for more insights on retaining top talent in the auto repair industry. Stay tuned for future episodes of the Garage Grid Podcast for more valuable discussions and expert advice.
2/7/2024
About the Guest(s):
- Garrett Coulter: Owner of Auto Fitness in Gainesville, Georgia. With a background in the military and experience in the automotive industry, Garrett brings a unique perspective to his role as a shop owner. He is dedicated to providing excellent customer service and has a strong focus on online reviews and reputation management.
- Jim Schorie: Baylor graduate and former U.S. Air Force officer, owns Schorie Auto Repair in Mesa. With a triple major in economics, finance, and international business, Jim contributed to the space program before venturing into Motorola's commercial space projects. His 17-year-old shop boasts six or seven bays, a testament to Jim's expertise and commitment.
- Ted Ostronic: a lifelong car enthusiast, transitioned from a successful career as a Ford Master Tech in the '90s to becoming an entrepreneur. Ted's journey began with home-based auto repairs, then escalated to renting a corner in a warehouse in June 2000. Despite the challenges of starting during 9-11, Ted's shop, now occupying the entire space, has thrived for 23 years, a testament to his dedication and passion for the automotive industry.
Episode Summary:
In this episode of the Garage Grit Podcast, host Brad Hurlock leads a panel discussion on the topic of time management in auto repair shops. The panel includes Garrett Coulter, owner of Auto Fitness, Jim Schorie, owner of Schorie Auto Repair, and Ted Ostronic, owner of Unique Auto Inc. The panelists share their experiences and insights on various aspects of time management, including hiring and delegating tasks, implementing digital vehicle inspections (DVI), and maintaining a positive online reputation. They discuss the importance of creating a strong team culture, leveraging employees for hiring decisions, and utilizing technology to streamline operations. The episode provides valuable tips and strategies for shop owners looking to improve their time management skills and increase productivity.
Key Takeaways:
- Hiring employees from outside the industry, such as the restaurant industry, can bring fresh perspectives and valuable customer service skills to the shop.
- Implementing digital vehicle inspections (DVI) can save time and improve communication with customers by providing visual documentation of vehicle issues.
- Creating a strong team culture and empowering employees to make decisions can lead to increased productivity and better customer service.
- Leveraging online reviews and reputation management can help attract new customers and build trust in the community.
- Delegating tasks and setting clear expectations for employees can free up time for shop owners to focus on strategic planning and business growth.
Notable Quotes:
- "If you know that your input matters to the business and the ideas you share and the things you care about impact how we do things here as a family, it goes to a 90 percent chance of me retaining you as an employee." - Jim Schorie
- "The amount of things I have going on is just not realistic. My job is to work on the business, and have everybody else that works for me do right." - Ted Ostronic
Resources:
Stay tuned for more insightful discussions on the Garage Grit Podcast.
2/7/2024
About the Guest(s):
- Brad Hurlock: Host of the Garage Grit Podcast and owner of AA Shop Marketing.
- Jonathan from Dave's Automotive in West Chester, PA
- Stephan from Lunsbury in Fremont, Indiana.
- Pete from the Auto Connection in Lincoln, Nebraska.
- Lance from Dronet in Louisiana.
- Gregg from STR CRM.
Episode Summary:
In this episode of the Garage Grit Podcast, host Brad Hurlock discusses how to handle bad reviews and respond to them with four shop owners and Gregg from Steer CRM. The panel shares their experiences with bad reviews and offers insights on how to handle them effectively. They discuss the impact of reviews on their businesses, the importance of personal responses, and the challenges of maintaining a high rating. The conversation also touches on the role of customer communication, the influence of online platforms, and the need for customer reviews in the automotive industry.
Key Takeaways:
- Responding to every review, both positive and negative, shows a commitment to customer satisfaction and can help resolve issues.
- Bad reviews can be an opportunity for growth and learning, as they highlight areas for improvement and allow for better customer service.
- Communication is key in managing customer expectations and addressing concerns before they escalate into negative reviews.
- Building a strong online reputation requires actively encouraging satisfied customers to leave positive reviews and promoting the business through various channels.
- While bad reviews can be disheartening, it's important to focus on the overall positive feedback and the relationships with loyal customers.
Notable Quotes:
- "You never want to sit there and beat your chest and go, 'Hey, look at all my great reviews.' I like to look at, okay, what did we do wrong? Was it valid? And then how can we make them think or make them feel like we could do something better to gain that customer?" - Jonathan
- "If you can gain that customer and the other positive reviews bring them in, then it's up to you to make sure that's not going to be a one-star review." - Jonathan
- "Reviews are just opinions, and while they can be helpful, they should not define your business or your self-worth." - Stephan
Listen to the full episode on Garage Grit Podcast.
2/3/2024
About the Guests:
- Rick: Rick is the owner of First Choice Auto in Huntington Valley, PA. With 25 years of experience in the auto repair industry, Rick took over the business a year ago and has been working to provide excellent service to his customers ever since.
- Jared: Jared is a second-generation shop owner who recently took over a new auto repair shop. He is focused on implementing effective strategies to manage credit card processing fees and provide exceptional service to his customers.
Episode Summary:
In this episode, Brad from Shop Marketing discusses credit card processing and dual pay options for auto repair shop owners with Rick, the owner of First Choice Auto, and Jared, a second-generation shop owner. They explore the experiences and perspectives of shop owners when it comes to passing credit card processing fees onto customers or managing them in a different way. The conversation touches on the challenges of implementing cash discounts, the importance of effective communication with customers, and the potential benefits of investing in the customer experience. The guests also discuss the benefits of level two pricing for fleet service and the use of digital payment options like Zelle and Venmo.
Key Takeaways:
- Implementing cash discounts or dual pricing can help auto repair shop owners offset the rising costs of credit card processing fees.
- Effective communication and setting clear expectations with customers are crucial when introducing changes to payment processing.
- Understanding the demographics and preferences of your customer base can help determine the best approach to credit card fees and payment options.
- Level two pricing can be beneficial for fleet service, as it offers lower interchange rates for business-to-business transactions.
- Digital payment options like Zelle and Venmo provide instantaneous transactions and can be convenient for both shop owners and customers.
Notable Quotes:
- "The difference is when you're building your shop fees and labor fees to cover it, it's called a tax liability. When you're dual pricing or cash discounting, you're passing the fees onto the customer. It's less money the business collected for something you had to spend." - Rob
- "It's a matter of getting everybody on board. If every shop in the area is going to cash discount, then people have no other place to go. They're just going to accept it." - Rick
- "Younger generations are more comfortable with technology and digital payment options, so offering text-to-pay or QR code payments can be a convenient and appealing option for them." - Mark
Don't miss this insightful episode where Brad, Rick, and Jared discuss credit card processing and dual pay options for auto repair shop owners. Tune in to gain valuable insights and strategies for managing credit card fees and providing exceptional service to customers. Stay tuned for more episodes where industry experts share their knowledge and experiences to help you navigate the challenges of running an auto repair shop.
