Maximum Octane

Most shop owners assume back-office losses come down to surface issues like bad hires or outright theft. But the real problem is much deeper. As Alex Saladna, co-founder and CEO of Wicked File, explains, complications arise when back-office processes slip, and you can no longer ensure where your money is going. Unfortunately, he learned the hard way when his family’s 10-shop operation lost $180,000 in six months. In that moment, he realized how much damage a lack of repeatable systems and accountability can do.In this conversation, Jason and Alex dig deep into common shop financial issues, including invoice tracking, parts reconciliation, and vendor accountability, to understand how they lead to loss in even the most well-run shops. They also discuss AI-powered tools and how they can help close the gap. Moving from monthly to weekly or daily reconciliation can be the small change that shifts everything, especially when it comes to financial leakage. Having the tools isn’t exactly helpful if they’re not being implemented properly. That’s where Alex and Wicked File come in. He shares a key example, highlighting how his company can pull invoices through automated email integration instead of using manual processing. As the conversation continues, he also tackles practical internal issues like employee resistance to new processes and the difference between valid feedback and pushback. Whether you run one shop or ten, this episode is a practical look at where money disappears in the back office and what it actually takes to stop it.Tune in to episode 152 of Maximum Octane if you've experienced loss or are curious how to improve your back-office processes to prevent a devastating discovery in the future.Episode Takeaways:(04:20) Alex's family shops lost $180,000 across their locations in six months due to the absence of a repeatable chain of accountability for tracking parts from purchase to installation or return.(07:28) AI tools can multiply back office capacity without adding headcount, helping to close that gap, effectively turning a five-day job into seven days of output.(10:02) Most leakage is accidental, not theft. Alex is clear that the majority of lost money comes from things like unreturned cores or missed vendor credits, not intentional wrongdoing. (12:30) Unused software capability is its own kind of leakage. Shops often pay for tools like DVI features already built into their shop management software but never build the process or expectation to actually use them.(17:37) Accountability is the ultimate litmus. Alex notes that a lack of documented processes and accountability is one of the biggest things that shrinks a shop's valuation.(19:57) Managing team dynamics when new processes and systems are being implemented.(24:59) Alex shares a testimonial from Wicked File, showing how beneficial the work is.Connect with Alex SaladnaWicked File WebsiteWebsiteLinkedInLet's connect:WebsiteLinkedInFacebookEmail: [email protected] Hosted on Acast. See acast.com/privacy for more information.

As a shop owner, you tackle big issues like bay efficiency, DVI compliance, marketing, and advertising spend. But what about phone calls and operational communications? While it may sound mundane, recording your calls is one of the single most important factors in maintaining a healthy customer connection.In this episode of Maximum Octane, host Jason Patel sits down with David Boyd, an expert in communications and operations in auto repair and the founder of Call InBound. As a process engineer, he helped build serious internal communication networks. 10 years later, his focus has shifted to small businesses in the auto space, but his passion for connecting shops with the people who value them most remains true.Recorded live at Orlando’s SuperConference 2026, the two chat about call center communications, specifically the benefits of call recording. David opens the conversation with a strong point about how it can amplify the effectiveness and efficiency of calls when used correctly and build better relationships. The first 15 to 20 seconds of a phone call can tell a lot about your customer's feelings. And if you're not recording it, you could be missing out on vital data. It's a common blind spot many shop owners miss, but David offers insight into the solution and tips to help you get back on track. He also discusses AI tools in the industry, the current state of VoIP adoption, and why over-scripting often leads to a less personable customer experience. Shop owners, GMs, and service advisors, this one is for you.Tune in to episode 151 of Maximum Octane if you've ever wondered how to improve your customer communication but didn’t know where to start.This one's for shop owners, GMs, and service advisors who know their phone skills matter but have never had a real system for improving them, and especially for multi-location owners trying to keep the customer experience consistent from one shop to the next. If you've ever wondered what's actually happening on the calls you're not listening to, this episode will make you want to find out.Episode Takeaways:(01:19) From Six Sigma to auto repair. How David's background as a corporate process engineering led to the development of Call InBound. His outsider's eye is a big part of why his advice lands differently than the typical industry vendor.(05:42) David pushes back on the fear that spiked a couple years ago when AI hype first hit the industry. (07:55) David estimates at least 50% of aftermarket shops have moved to voice-over-IP, and even shops that think they still have an old landline are often running VoIP underneath it. (09:44) What does the front office sound like, feel like, smell like. He splits communication into two buckets worth auditing separately, effectiveness and efficiency.(14:00) "That phone is your cash register." A line David borrowed from a fellow SuperConference instructor.(15:27) The Graham Auto Repair example. A two-location MSO in Washington where the second, newer location wasn't delivering the same customer experience as the flagship shop. (17:12) The "Care Composite." David explains Call InBound's system that runs calls through an AI analysis built around a specific prompt of what a good call should include, scoring against nine or ten attributes (31:31) Guardrails, not a center line. David's closing advice on call center and call recording best practaces.Connect with David BoydWebsiteLinkedInLet's connect:WebsiteLinkedInFacebookEmail: [email protected] Hosted on Acast. See acast.com/privacy for more information.

Customer communication is essential for success. But what does that really mean? Too often, shop owners are relying on outdated software installed on day one. It’s not the best, but it works, right? Wrong. This episode is all about learning to utilize multi-channel communication strategies that actually help you and your customers stay connected.In this episode of Maximum Octane, hosts Kim Hickey and Jason Patel sit down with Melanie Sypolt and Robert Whitehurst from Epicor Service CRM. Together, they have over a decade of customer relationship experience with a specific focus in auto repair and retail shops.The conversation covers the basics of correspondence and the importance of customer outreach. Both are topics most shop owners deal with daily, but the group digs deeper, giving an in-depth analysis of what can happen when you put the right systems in play. For example, text and email blasts for promotional use or getting creative with social media campaigns to increase engagement. They even talk about AI and best practices in this customer-facing business. The idea is to improve not just your customer relationship but also retention rates and ultimately drive revenue to your establishment.Tune in to episode 150 of Maximum Octane if you’re looking for new ways to keep your customers coming back, marketing campaigns, engaging ideas for slow months, or effective strategies to grow your customer base.Episode Takaways:03:49 Customer care goes beyond the shop and can be the catalyst to building a long-lasting relationship.06:40 “Don't set it and forget it. You've got to stay involved." Melanie and Robert talk about the importance of personalized automated messaging.13:02 Why “blast marketing,” whether in the form of text or email, can be an effective tool during slow months15:16 Transparency can make or break a customer relationship in today’s competitive landscape. 18:03 How to overcome marketing hurdles like a professional and industry veteran21:04 The role of AI in marketing, including how to maximize its benefits to easily implement things easily24:42 Communication has changed over the last 10 years, but these tips are essential if you want to stay current.26:53 Meeting customers where they are is a great way to build a lasting relationship.29:06 The Smart Quoter: a twenty-four-hour day, seven days a week service advisor, giving a quote within about thirty secondsConnect with Melanie Sypolt LinkedInConnect with Robert WhitehurstLinkedIn Let's connect:WebsiteLinkedInFacebookEmail: [email protected] Hosted on Acast. See acast.com/privacy for more information.

Money can make or break your dream, but securing it isn’t always easy. SBA loans, KPIs, and retained earnings? It can all sound like gibberish to the untrained ear. Instead of sifting through the acronyms like parts at a chop shop, enlisting a specialist can be the key to reaching your goals. In this episode, host Kim Hickey chats with PJ Scalf from Seacoast Bank to get to the nitty-gritty of shop financing. PJ specialises in SBA lending and works exclusively with auto shops across the United States. His experience gives him a unique perspective on the industry and makes him a valuable resource for owners looking to expand. Whether you’re looking to acquire commercial real estate or simply amplify your reach, capital is essential, and PJ’s expertise can help.His conversation with Kim dives deep into the SBA loan process, a common hurdle for many small shop owners. Over the 30 minutes, they cover hot topics like what to consider before applying as well as the loan’s limitations. PJ breaks down the structure of the two main SBA loans, the 504 and 7A, showing how they can be used in tandem to solve big money problems without assuming all of the risk. They also cover the importance of maintaining a good credit line, how to leverage it, and how it can put you in the best position for expansion.Tune into episode 149 of Maximum Octane if you're interested in boosting your finances, expanding your business, or learning more about the money moves behind the scenes. Episode Takeaways:03:56 The benefits of working with a banker specializing in auto shop finances.05:48 Understanding the Small Business Administration and the basic principles behind their lending process.08:01 How to use SBA lending for succession planning and maintain your independence as a shop owner.11:00 The difference between 504 and 7A loans, including the minimum and maximum dollar amounts the SBA works with.14:20 How to navigate the requirements and language of your loan so you can make the most of your new funds.15:34 When to consider an SBA loan, and who you should call for debt management if the ship goes overboard.18:54 What to know about interest rates in today’s economic climate and how to utilize that knowledge when applying for an SBA loan.23:03 Marketing advice for the lean and fruitful months that will blow your mind.26:26 PJ explains why having an unused line of credit can be more beneficial in the long run.Connect with PJ Scalf: LinkedInLet's connect:WebsiteLinkedInFacebookEmail: [email protected] Hosted on Acast. See acast.com/privacy for more information.

At some point, every shop owner questions the keys to success. Is it customer retention? Good leadership? Or maybe it’s having a strong digital footprint. The good news is you don’t go at it alone. Enter: KUKUI, the California-based auto repair shop marketing platform, working with shops to grow in every capacity.In this episode of Maximum Octane, hosts Kim Hickey and Jason Patel sit down with Connor Tracy, KUKUI’s director of partner development, to discuss the importance of partnerships. Their organic conversation feels like shop talk at the highest level, as they discuss the key factors affecting shop owners today.As Kim explains, Connor is a true jack of all trades in the industry. Within his 18-plus years of experience, he’s done it all, including nurturing shops, building websites, and analyzing market trends. In this open discussion, he tackles the top issues shop owners face and offers guidance on how to navigate them in the future. For example, the significance of time management, the misconceptions of AI’s capabilities, and the evolution of the digital footprint. Tune in to episode 148 of Maximum Octane if you're ready to take the next step to keep your auto shop current in the ever-evolving landscape. With platforms like KUKUI and experts like Connor Tracy, you’re sure to be one step ahead.Episode Takeaways:03:36 The value of a good partnership: how KUKUI works with you from day one to maximize the footprint of your shop.06:43 How AI tools can help support your shop and, more importantly, why you and your partners need to understand the basics.10:31 The paralysis by analysis: why shop owners are constantly becoming overwhelmed by new technologies and how to avoid it.14:13 Connor stresses the importance of time management and carving out moments to ensure your marketing tools perform at the intended level.16:56 Handling customer issues with care is shop 101, but this data proves that common interruptions can have a lasting impact on your business goals.19:40 Website performance trumps aesthetics every time in this industry, so why not invest in platforms built for efficiency and customer loyalty instead of cool graphics?22:22 Conner explains that while social media is evolving, it can still be a vital asset if you modernize your marketing approach.29:39 Conner locks in how to leverage AI tools for success, emphasizing that they work best when you put in the extra effort.Connect with Connor Tracy:LinkedInKUKUI websiteLet's connect:WebsiteLinkedInFacebookEmail: [email protected] Hosted on Acast. See acast.com/privacy for more information.