Is your inventory an asset, or is it slowly draining money from your business? Think about that for a second. This small, yet meaningful question can make a big difference in your shop’s daily operations. Most importantly, it lays the groundwork for a conversation about organization and productivity and how companies like Imperial Supplies can help.In this episode of Maximum Octane, hosts Kim Hickey and Jason Patel speak with Ciandra Patrick, the channel development manager at Imperial Supplies. The hot topic of the hour: Turning your dusty back room into a well-organized shop. A trusted source at Imperial Supplies, Ciandra is well-versed in the subject. She’s seen it all, from coffee cans full of mystery fasteners to random bins packed with bits and bolts. Luckily, she’s eager to share her knowledge with listeners tuning in to ATI’s SuperConference 2026.The conversation covers the nuts and bolts of auto shop organization, including the best bins for clips, fasteners, and everything in between. The trio also discusses the best practices for reorganizing your shop: The grind of technicians burning flat-rate hours searching for parts, managing inflated inventory accounts, and maintaining productivity. They even touch on the workspace, as Ciandra explains the importance of a clean, uniform space to keep your team happy and thriving.Tune in to episode 153 of Maximum Octane if you’re ready to declutter and get organized. Beautifying your shop is just one benefit. With these tips, you’ll also reclaim lost labor hours, plug profit leaks, and so much more.Episode Takeaways:05:03 Kim explains why so many shops carry inflated inventory on their P&Ls, and what it could cost you at tax time, during an audit, or when you sell.07:59 Scan-to-reorder tools, mins and maxes, and a designated approver keep your shelves stocked with what you need and free of what you don't.12:39 Labor is inventory too. Unlike a fastener, an unused labor hour expires and never comes back.14:33 The case of the missing 10mm socket, and why you can't make good decisions about anything you're not tracking.20:02 Organization is a culture issue. Messy shops drive away technicians, and clean, uniform workspaces build pride and teamwork.25:52 Ciandra and Kim agree that every shop, from a one-bay startup to a multi-location operation, needs an inventory system from day one.32:32 Kim's challenge: if you could never charge more than $100 an hour, what would you fix to stay profitable?Connect with Ciandra Patrick:LinkedInImperial Supplies websiteLet's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com Hosted on Acast. See acast.com/privacy for more information.
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: info@maximumoctane.com 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: info@maximumoctane.com 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: info@maximumoctane.com 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: info@maximumoctane.com Hosted on Acast. See acast.com/privacy for more information.