Garage Grit Podcast

Most shops do not lose trust in the bay. They lose it at the counter. In this Origin & Impact episode, Julio De Brigard explains how customer perception, communication quality, and front desk discipline directly shape outcomes, trust, and long term growth.Julio’s story starts outside the U.S., landing in Florida and stepping behind the front counter of a shop he had never worked in before. Early on, the biggest challenge was not fixing cars. It was how customers experienced the shop, how concerns were documented, and how confidence was built during the first conversation.The inflection point came when growth exposed cracks in communication. Vague symptom intake, unchallenged customer assumptions, and inconsistent messaging created friction, wasted time, and capped momentum. More marketing did not fix the problem. Better communication did.By tightening intake conversations, reframing how advisors ask questions, and building leadership that understands perception, Julio shifted how customers experienced the shop. The result was higher trust, cleaner diagnostics, stronger conversion, and the ability to scale to multiple locations without chaos.This episode breaks down practical lessons any independent shop owner can apply immediately to improve trust, reduce friction, and strengthen customer confidence at the front of the shop.Guests:Julio De Brigard — Toonrite Auto (Davie, FL)What you’ll learn:Why customer guesses damage trustHow better questions reduce diagnostic frictionFront counter habits that build confidenceWhen communication saves time and moneyHow perception affects conversionWhy growth exposes messaging gapsWhat customers actually need to hearTimestamps00:00 – Why front counter trust matters01:19 – Returning with lessons from growth03:47 – Starting with no industry background07:31 – First days behind the counter10:58 – Why symptom intake drives outcomes12:25 – Asking better questions builds trust17:28 – Stop documenting customer guesses19:34 – Symptoms vs assumptions21:58 – Growth reveals communication cracks25:01 – Coaching that missed the mark27:40 – Leadership starts with example29:56 – Getting buy in through clarity35:39 – When managers fail perception tests36:30 – Culture customers can feel43:17 – Training confidence at the counter47:53 – Refining instead of chasing growth49:41 – Audits that protect reputation55:09 – Setting a clear future vision57:27 – Why marketing must be contextual01:03:41 – 2026 marketing frameworkCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more Origin & Impact shop owner stories.Want to be a guest? Share your story in the group.LinksStart Here: https://addi.me/2026Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, shop trust signals, customer communication, front counter strategy, reputation management, auto repair branding, local shop visibility, customer experience strategy, diagnostic communication, advisor intake process, marketing management for shops, perception driven growth, service advisor training, customer confidence, auto shop credibilityEpisode MetadataEpisode: GGP #066Guest: Julio De BrigardShop: Toonrite AutoLocation: Davie, FL

Trust is built long before the invoice is printed. In this episode, Tad Benda explains why customer perception, communication, and consistency are the real marketing advantage for independent shops competing against chains.Tad shares his origin story, moving from the restaurant industry into ownership at Tinley Tee Tire Company in Deming, New Mexico. Early on, the shop was known locally but operated like a traditional mom and pop, with systems and visibility that limited how customers experienced the brand.The inflection point came when growth began to stall, not because of demand, but because customer experience and communication were inconsistent. Long waits, unclear expectations, and outdated processes quietly capped trust and repeat business.What changed was not just internal operations, but how the shop showed up to customers. Clear communication while they wait, consistent service standards, visible staffing, and a culture that treated people like neighbors instead of ticket numbers reshaped how the market perceived the business.Shop owners will walk away with practical lessons on how customer-facing decisions influence pricing confidence, loyalty, and long-term reputation without relying on gimmicks or discounts.⸻Guests:Tad Benda — Tinley Tee Tire Company (Deming, NM)⸻What you’ll learn:• Why customer perception sets your pricing ceiling• How communication reduces wait-time frustration• The small-shop advantage chains cannot replicate• Turning service speed into a trust signal• How staffing levels affect customer confidence• Selling value without discounting• Why visibility matters more than volume⸻Timestamps00:00 – Small shop trust advantage01:14 – New Mexico roots and perception03:45 – From restaurants to repair05:53 – Two waves of shop change07:23 – Fixing cash flow perception08:47 – Systems customers never see10:29 – Staffing as a trust signal11:48 – Bay count and volume clarity13:17 – Pricing confidence explained15:19 – Competing without chasing prices17:05 – Value over discounts18:33 – Relationship-driven loyalty20:19 – Communication beats speed22:13 – Managing wait expectations23:22 – Ownership of the ticket28:09 – Manager role and visibility30:25 – Educating customers clearly33:30 – Upsells without pressure37:15 – Inventory trust and consistency43:56 – Culture protects reputation53:46 – Employee trust and stability01:12:10 – Final takeaways⸻Call-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more Origin & Impact shop owner stories.Want to be a guest? Share your story in the group.⸻LinksStart Here: https://addi.me/2026Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegrit⸻Keywordsauto repair marketing, shop trust signals, customer communication, local shop visibility, customer perception, service experience, reputation management, independent repair shop branding, pricing confidence, customer loyalty strategy, service advisor communication, shop culture marketing, auto repair positioning, customer experience strategy, local business trust⸻Episode MetadataEpisode: GGP #065Guest: Tad BendaShop: Tinley Tee Tire CompanyLocation: Deming, NM

Most shops think marketing starts online. Jarrod Michalak explains why it actually starts at the front counter. In this episode, we break down how customer communication, trust, and consistency determine whether your marketing dollars turn into real car count or wasted clicks.Jarrod grew up in his family’s shop and eventually took over the business, expanding to a second location in Pennsylvania. As the company grew, he learned that visibility alone was not enough. Customers needed clarity, confidence, and a consistent brand experience from the first phone call forward.The challenge came when growth exposed weak points in communication. Even with demand, poor front desk interactions, unclear messaging, and inconsistent customer experience threatened reviews, retention, and referrals.What changed was a deliberate focus on the customer journey. Jarrod invested in training, clearer scripts, leadership at the counter, and systems that reinforced trust. The result was stronger reputation, higher conversion, and sustained growth across locations.Shop owners listening will walk away with practical ways to align marketing with customer experience, tighten communication, and protect their brand at every touchpoint.Guests:Jarrod Michalak – Michalak’s Auto Repair (Souderton, PA)What you’ll learn: • Why front desk communication drives marketing results • How trust impacts reviews and referrals • Turning customer experience into brand equity • Aligning growth with consistent messaging • Preventing lead leakage at the counter • Training staff to support your reputation • Making convenience a competitive advantageTimestamps00:00 – Jarrod’s background and growth story04:12 – Why trust matters more than traffic08:30 – Front counter as a marketing asset12:05 – Customer communication mistakes16:20 – How experience affects reviews20:44 – Scaling without breaking trust25:10 – Training for consistency29:35 – Hiring for customer-facing roles34:02 – Retention through clarity38:40 – Brand experience at the desk43:18 – Convenience as differentiation47:55 – Protecting reputation while growing52:10 – Lessons for shop owners56:30 – Applying this weekCall-to-ActionsGot questions? Comment or post in the FB group- guests will chime in.Subscribe for more shop-owner panels and Origin and Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, customer communication, shop branding, auto repair SEO, online reviews strategy, reputation management, customer experience, retention marketing, front desk conversion, auto repair advertising, local shop visibility, trust based marketing, digital marketing for repair shops, service advisor communication, brand consistencyEpisode MetadataEpisode: GGP #064Guest: Jarrod MichalakShop: Michalak’s Auto RepairLocation: Souderton, PA

Most shops spend real money to get found online, then lose the sale on the first phone call. In this Vendor Insights episode, Rena Rennebohm breaks down how the front counter either converts your marketing or quietly cancels it.Rena is the CEO of Empowered Advisor, a service advisor coaching and training company. She shares how weekly, call based coaching reveals the exact gaps between what your marketing promises and what customers actually hear.The core problem is misalignment. Customers reference your coupons, website claims, and “same day” messaging, but the team answering the phone often has no idea what is being promoted, or how to set expectations that protect trust.Rena explains how to reverse engineer bad reviews and failed estimates using recorded calls, then rebuild the customer experience with better tone, clearer scripts, and appointment conversations that frame value instead of price.If you want higher quality leads, better close rates, and fewer frustrated follow up calls, start by treating the phone like the first step of your marketing funnel. When the message matches, the marketing dollars finally multiply.Guests:Rena Rennebohm – Empowered Advisor (Fallbrook, CA)What you’ll learn:How phone calls convert or waste marketing spendHow to align staff messaging with website promisesWhy Facebook content still drives real buyersHow to spot disconnects that trigger bad reviewsHow to handle price shoppers without discountingHow tone changes trust and close rateHow call recording reveals the real customer journeyHow to build stronger first impressions fast

Dale Donovan shares how shop owners can improve visibility and trust by marketing the real experience of their shop, not just the services they sell. From recruiting to retention, this episode connects culture, customer experience, and positioning in a way that drives growth.Dale grew a family operation into multiple locations by borrowing proven ideas, building local relationships, and staying focused on what customers and future employees actually see. The throughline is simple: make the shop experience so clear and compelling that the right people want to work with you.The big challenge is competing with big box pricing and a tight technician market without cutting corners or chasing people down. Dale breaks down why most shops lose leverage, how inconsistent messaging shows up in customer experience, and why culture problems quietly wreck recruiting.The shift comes from building buying power locally, tightening up the way tickets are priced and presented, and improving the day to day experience in the shop. That includes marketing your workplace authentically, making the shop feel more professional, and making the customer journey more consistent from the counter to the final call.If you’re a shop owner, you’ll walk away with practical ways to position against big box stores, attract better techs with real content, and improve how customers feel about your shop before they ever approve the work.Guests:Dale Donovan - Donovan's Auto and Tire Center (Cincinnati, OH)What you’ll learn:Recruit technicians by marketing your shop cultureBuild trust with a more consistent customer experienceUse buying power to compete with big box pricingImprove retention by protecting your shop reputationMake your value clear without discountingTurn authenticity into better leads and hiresReduce customer friction with faster approvalsPosition your shop as the local honest choiceTimestamps00:00 – Buying power and purpose01:53 – Building a trusted local brand02:53 – Old school vs new school systems05:42 – Culture shapes reputation07:45 – Removing the culture problem08:50 – When firing protects the brand10:40 – Retaining trust during shortages11:45 – Sublet work, keep the customer14:51 – Ethical recruiting and trust16:09 – Market your workplace on socials18:35 – Close Saturdays, improve loyalty20:58 – Positioning vs big box pricing22:56 – Buying group model that works29:04 – Dues, rebates, and real savings45:45 – Consistency that sells the job54:22 – Outsourced parts manager idea57:13 – Why shops win togetherLinksYour 2026 Auto Repair Marketing Playbook:https://addi.me/2026Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritEpisode MetadataEpisode: GGP #062Guest: Dale DonovanShop: Donovan's Auto and Tire CenterLocation: Cincinnati, OH

Front of Shop Strategies and Improving Customer Experience | Garage Grit PodcastIn this episode of the Garage Grit Podcast, we dive into the essential dynamics of the front of shop and how it impacts the overall performance of an auto repair business. Kathleen Callahan from Expert Tech Auto Repair and Phillip Corbel from Fargo, ND, share their insights on common challenges faced in hiring efficient CSRs and service advisors, training methodologies, and best practices for ensuring a seamless customer experience. The discussion also covers the importance of balancing marketing spend with front of house training, the role of consistent team meetings, and the evolution of auto repair tech. Join us as we explore strategies for enhancing both your team's effectiveness and customer satisfaction. Perfect for auto repair shop owners looking to boost their front-end operations!00:00 The Challenges of Hiring Technicians01:01 Welcome to the Garage Grit Podcast01:21 Unexpected Guest Cancellation02:21 Sledding Accident Story04:08 Kathleen's Introduction and Shop Overview05:41 Phillip's Introduction and Shop Overview06:04 The Importance of Front of Shop10:22 Personality Profiles and Team Dynamics25:58 The Value of Customer Service34:39 Developing Accurate Estimates35:10 The Role of Technicians in Estimating35:58 Handling Customer Interactions37:36 Marketing and Value Proposition38:15 Budgeting and Planning for 202638:59 Effective Marketing Strategies41:22 Customer Engagement and Personal Touch44:42 Humanizing Your Staff01:03:33 Training and Performance-Based Pay01:06:56 KPI Management in Dealerships vs. Aftermarket01:07:54 The Importance of Multiple KPIs01:08:54 Shop Culture and Business Models01:12:18 The Role of Training and Coaching01:13:26 Weekly Meetings and Communication01:15:02 Customer Interactions and Celebrating Wins01:26:51 Maintaining Shop Appearance and Marketing01:29:10 The Importance of Google Business Profile01:33:45 Future Panel Ideas and Technology Challenges01:39:33 Conclusion and Podcast Information

"If it needs to be done, it's going to be done" — Kory Rozema | GGP #060

Fleet work, pickup and delivery, loaner cars, DVIs, and ADAS aren’t just operations choices—they’re marketing decisions that shape how customers see your shop, how often they return, and who they refer. In this Origin & Impact episode, AAPEX 2025 Shop Owner of the Year Tom Palermo of Preferred Automotive Specialists in Philadelphia, PA breaks down how convenience and communication built a brand fleets and retail customers fight to stay with. Tom shares how he grew up in his dad’s three-bay service station, worked every nasty job in the building, went to Penn State, and eventually took over diagnostics and leadership in the shop. That “never ask anyone to do a job you wouldn’t do yourself” mentality now shows up in how his team handles runners, loaner cars, and customer-facing processes—every touchpoint is part of the brand.From there, he dives into the real tension: how do you grow fleet work without abandoning Mrs. Jones—and how do you market both sides of the business when technology, ADAS, and data access keep raising the stakes? Tom unpacks the learning curve of building a loaner fleet, doing 5–10 pickups a day, and keeping vehicles clean and presentable so your customers’ brand (and your reputation) looks sharp wherever those vehicles show up.You’ll hear how Preferred Automotive Specialists layered in DVIs, alignment/ADAS checks, pickup and delivery, and tight documentation so that customers understand what’s urgent, what can wait, and why it matters. Then Tom zooms out to industry-level marketing: the Right to Repair fight, who really owns vehicle data, and how tools like ASE certification and Auto Care’s advocacy resources give independents a way to signal professionalism and protect their customers’ right to choose where they get service. By the end, you’ll have practical ideas you can deploy this week: how to make convenience your core differentiator, how to talk about ADAS and DVIs in plain language, how to position yourself for fleet work without drowning your team, and how to mobilize your staff and customers around Right to Repair so your marketing, operations, and advocacy are all pulling in the same direction.Guests:Tom Palermo — Preferred Automotive Specialists (Philadelphia, PA) linkedin.com+2AAPEX 2025+2What you’ll learn:Why convenience-first service is a powerful marketing advantage.How DVIs help customers clearly see value and urgency.Ways fleet work can stabilize your car count and leads.How to start outreach to fleet managers and CFOs.Using loaner cars and pickup/delivery as brand assets.How ASE certification boosts trust in your messaging.Why Right to Repair is a customer-choice marketing issue.Simple steps to rally staff around industry advocacy.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, auto repair SEO, auto repair ads, auto repair shop branding, auto repair customer communication, auto repair online reviews, auto repair retention, fleet repair marketing, fleet manager outreach, loaner car marketing, pickup and delivery service, auto repair DVIs, ADAS customer education, right to repair auto, ASE certified shop marketing, independent auto repair growth, auto repair podcast, Garage Grit PodcastEpisode MetadataEpisode: GGP #059Guest: Tom PalermoShop: Preferred Automotive SpecialistsLocation: Philadelphia, PA

Customers don’t come back just because you fixed the car—they come back because of how you treat them, how you show up in the community, and how your shop feels when they walk through the door. In this Origin & Impact episode, Kevin Reichelt from Steller’s Garage in Shelton, CT unpacks how people-first decisions—flowers at the counter, favorite nurse giveaways, and smarter time off—end up driving reputation, reviews, and word-of-mouth more than any coupon ever could.Kevin shares how he went from ambulance mechanic to co-owning a long-standing neighborhood shop, and why his early exposure to conferences, networking, and community service shaped his entire approach to marketing. Instead of chasing every new tactic, he focuses on relationships: with customers, with local business owners, and with other shop owners across the country.You’ll hear the tension every shop owner feels between “being busy in the bays” and stepping back to work on culture, visibility, and long-term growth. Kevin talks about sponsorships that actually matter, why not all “marketing” really is marketing, and how simple acts—like keeping a clean, bright waiting room or handing a stressed customer a carnation—can spark the kind of online reviews money can’t buy.He and Brad dig into how to think about community involvement, education nights like Women Auto Know or Drivers Auto Know, and why intentionally creating a place women feel safe and respected is a competitive advantage. They also touch on the practical side of getting away from the shop: documenting processes, closing for strategic weeks, and using top-20 groups and industry events to come home with a clearer vision and renewed energy.If you’re tired of feeling like marketing just means “spend more on ads,” this episode will give you a different lens: one where culture, generosity, and genuine human connection create the strongest brand—and better customers—for your auto repair shop.Guests:Kevin Reichelt – Steller’s Garage (Shelton, CT)LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegrit

When customers don’t trust shops, they don’t trust your marketing either. In this episode, we look at how F & L Tire and Service built a female-friendly, family-first brand experience that keeps customers coming back—even when the township puts a hard cap on physical growth. You’ll hear how intentional communication, paid inspections, and a clear value story turn everyday visits into long-term loyalty.Frank and Kristy Sponaugle are a third-generation tire family running a seven-bay shop just outside Bethlehem, PA. Frank grew up patching tubes at 15, while Kristy came in through business school, Goodyear University, and a front-counter role that quickly became the face of the brand. Together, they’ve had to evolve from “tire shop” to trusted, full-service advisor without losing the personal touch.Their biggest struggle wasn’t just potholes, rust, and thin tire margins—it was how those realities showed up in customer conversations. Customers bristled at surprise “free” inspections, worried about big repair estimates, and often felt talked down to, especially women who had been burned elsewhere. At the same time, township zoning blocked any more bays, forcing F & L to grow through better experience and communication instead of just more square footage.Frank and Kristy responded by turning inspections into a paid Car Care Package, using Mitchell notes and OEM schedules to pace work around budgets and long-term plans. Kristy leaned into her role as a female advisor, translating tech talk into real-world decisions and building the kind of trust where customers simply say, “Do what you think is best.” Along the way, they tightened up record-keeping for future expansion, strengthened vendor relationships, and made weekends-off part of their employer brand story.For independent shop owners, their story is a playbook for growing when the building can’t. You’ll walk away with ideas for packaging inspections customers actually want, using maintenance plans to protect warranties and wallets, and positioning your front counter as a marketing asset—not just a scheduling function. If you’re capped on bays but not on ambition, this conversation will help you turn communication into your competitive edge.Guests:Frank Sponaugle — F & L Tire and Service — Bethlehem, PAKristy Sponaugle — F & L Tire and Service — Bethlehem, PAWhat you’ll learn:How to turn inspections into a paid value packageWays to explain OEM maintenance without sounding salesyUsing Mitchell notes to pace work and avoid bill shockHow female representation shapes your shop’s brand experiencePositioning a family shop as “part of the family”Turning weekends-off into a recruiting advantage messageEducating tire buyers beyond price to protect reputationUsing warranty language to frame maintenance conversationsCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritEpisode MetadataEpisode: GGP #056 | Guests: Frank Sponaugle & Kristy Sponaugle | Shop: F & L Tire and Service | Bethlehem, PA

Is your shop competing on price or value? Many shop owners struggle with customers who nitpick invoices and price-shop parts, driving margins down. To combat this, Jeremy McQueen implemented a "Bid Shop" model—offering a single price for the total job rather than an itemized breakdown. This marketing and sales strategy shifts the customer conversation from the cost of a water pump to the value of the warranty, expertise, and convenience provided.Jeremy’s journey began working alongside his father in a small two-bay shop before purchasing the business and expanding into a 10,000-square-foot facility. Despite operating in Branson, Missouri—a major tourism hub—Jeremy faced the challenge of managing low-quality, emergency tourist work versus building a loyal local client base. The conflict between high-volume, one-time transactions and long-term relationship marketing forced a major strategic pivot.To resolve this, Bat Boys stopped chasing the tourist dollar and doubled down on the local market. They introduced a fleet of loaner cars as a key value-add to close larger tickets and focused on "Bid Shop" transparency to eliminate price objections. This shift allowed them to stabilize revenue during the off-season and build a brand reputation based on trust rather than the cheapest repair in town.Now, Bat Boys operates with high efficiency and a clear vision for expansion to ten locations. By treating employees as their primary customers and locals as their VIPs, Jeremy has built a business that thrives on quality over quantity.Guests:Jeremy McQueen, Bat Boys, Branson, MOWhat you’ll learn:The "Bid Shop" strategy to stop price shoppersMarketing to locals vs. relying on tourist trafficUsing loaner cars to increase ticket close ratesSelling value instead of itemized parts breakdownsBrand positioning in a seasonal marketInternal marketing: retaining top-tier techniciansTransitioning from family-owned to growth-focusedCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, bid shop pricing, selling value, shop loaner strategy, customer retention, local SEO targeting, auto repair sales training, shop expansion, family business succession, auto shop brand positioning, service advisor tips, mechanic business growth, seasonal marketing strategies, technician retention, Bat Boys BransonEpisode MetadataEpisode 056Jeremy McQueenBat BoysBranson, MO

Customers today make decisions based on trust—who communicates clearly, who feels local, and who treats them with honesty. In this episode, we break down how a shop can outperform franchises simply by showing up as the neighbor customers want to support.Renton Garrett of Gold River Automotive in Gold River, CA shares the origin of his family-run shop, why leaving the franchise model unlocked their brand identity, and how they built a culture that customers immediately recognize and respond to.He explains the marketing conflict every shop faces: franchises push loss-leader ads and generic national campaigns that don’t match local reality. Renton talks through how he built a business that wins customers specifically because they DON’T want corporate treatment.You’ll hear how transparent DVIs, local engagement, community-first communication, and a consistent review strategy help Renton maintain trust and keep customers coming back—even in a region where people frequently move in and out.If you’re a shop owner trying to grow trust, differentiate your brand, and win customers who stay loyal for years—not just one visit—this story will give you a clear roadmap to apply today.Guests:Renton Garrett — Gold River Automotive — Gold River, CAWhat you’ll learn:Why local identity outperforms national franchise marketingHow transparent DVIs build trust and higher approval ratesThe communication habits that keep customers loyalWhy customers choose independents over big brandsHow to present estimates without overwhelming customersHow review automation drives long-range customer acquisitionWhy culture affects customer experience and retentionHow EV readiness ties into future marketing positioningCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, customer communication, local branding, shop reputation, independent shop marketing, digital visibility, review strategy, DVI communication, customer trust, retention strategy, EV readiness messaging, franchise alternative marketing, shop differentiation, shop owner storytelling, brand loyalty, repair shop marketing strategy, local business marketing, Google reviews optimization, auto shop customer experienceEpisode MetadataEpisode: GGP #055Guest: Renton GarrettShop: Gold River AutomotiveLocation: Gold River, CA

In this episode of the Garage Grit Podcast, host Brad Hurlock and a panel of auto shop owners discuss the importance of documenting processes to ensure consistency, efficiency, and scalability in running their businesses. The conversation covers several key areas including the advantages of using explicit phone scripts, the benefits of regular staff meetings, and the concept of leveraging AI tools such as ChatGPT for drafting procedures and improving customer interactions. Panelists Julio Dard, Jared, and Dale Donovan share their insights, explore the role of a parts manager, and debate the merits of different documentation methods, including written manuals, digital platforms like Trello, and video content. The episode wraps up with actionable tips on how to start documenting processes and continuously refining them for growth and success.00:00 Introduction and Initial Thoughts00:39 Welcome to the Garage Grit Podcast01:27 Guest Introductions01:47 Julio's Shop Overview02:29 Jared's Shop Overview04:01 Dale's Shop Overview05:56 Documenting Processes and Procedures08:08 Using Technology for Documentation15:16 Team Involvement in Process Creation29:03 Parts Manager Discussion42:15 Panel Discussion Kickoff42:34 Sharing Contact Information42:59 Importance of Front of Shop Investment44:00 Documenting Processes and Phone Scripts45:29 Handling Customer Interactions48:19 Hiring and Managing Staff59:10 Using Slack for Communication01:00:30 Creating a Buying Group01:02:21 Handwritten Thank You Letters01:07:14 Utilizing AI in Business01:14:51 Reviewing and Updating Processes01:18:23 Closing Remarks and Reflections

Google visibility isn’t luck — it’s strategy. In this episode, you’ll hear how Bayer Motor Works dominates search rankings in a competitive metro market and how their European niche allows them to pull customers from 30–50 miles away. This conversation breaks down how SEO, reputation, and smart targeting turn a specialty shop into a destination shop.Sean Beardsley brings a dealer-level perspective on marketing allocation, brand positioning, and customer communication. He explains why he stopped spending money on domestic ads, why organic + paid search is their primary growth driver, and how consistent reputation management builds long-term trust.We also dig into the marketing impact of hiring, culture, and QC — not as operations tasks, but as core contributors to brand experience. Customers trust shops that communicate clearly, inspect well, and deliver consistent results. That trust becomes a marketing asset.If you want higher-quality leads, stronger Google visibility, and a marketing strategy that fuels retention, this episode gives you a clear blueprint.Sean Beardsley — Bayer Motor Works — Chandler, AZ• How SEO ranking drives higher-quality European leads• Why organic + paid search beats broad marketing spend• How niche positioning expands geographic reach• Why brand reputation accelerates search conversions• Using DVIs to strengthen customer trust and approvals• How culture impacts the customer experience journey• When to stop spending ad dollars in low-ROI segments• How to communicate clearly to support repeat businessGot questions? Comment or post in the FB group — guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritauto repair marketing, SEO for auto shops, Google ranking, European auto repair, organic search strategy, paid search ads, niche shop marketing, reputation marketing, customer communication, DVI marketing, shop branding, customer retention, targeting strategy, BMW repair marketing, Mini Cooper repair marketing, Mercedes repair marketing, shop visibility, auto repair advertisingEpisode number: GGP #053Guest: Sean BeardsleyShop name: Bayer Motor WorksCity/State: Chandler, AZ

Growing a shop starts with staying connected to the people who already trust you. In this Origin & Impact episode, Steve Finzel explains how communication, CRM systems, advisor training, and a consistent customer experience became the backbone of his growth. His story gives shop owners a clear roadmap for turning better communication into real marketing momentum.Steve began his career as a technician, eventually taking over a struggling two-bay shop and rebuilding it from the ground up. The early years pushed him to understand customers, build trust quickly, and learn the business side the hard way — all lessons that shaped the future of Finzel’s Master Tech.As his operation expanded into multiple buildings and 19 bays, new challenges emerged: rising costs, ADAS requirements, staffing, workflow control, and the need for a consistent brand experience. Steve realized that scaling wasn’t just about equipment or space — it was about communicating clearly, training advisors, and ensuring every customer touchpoint matched the shop’s standards.With coaching, digital systems, CRM-driven outreach, and a stress-free in-shop experience, Steve refined his business into a customer-first operation. Consistent communication improved retention, digital inspections increased trust, and marketing became more effective because the experience matched the messaging.For shop owners and marketers, this episode shows why communication IS marketing. When you keep in touch with customers the right way, growth becomes predictable — not accidental.Guests:Steve Finzel — Finzel’s Master Tech — Terre Haute, INWhat you’ll learn (shop-owner takeaways):How consistent communication drives retentionWhy CRM touchpoints matter more than everHow advisor training improves marketing ROIWhen ADAS calibration becomes a liability riskWhat makes a stress-free customer experienceHow coaching accelerates shop performanceWhy systems must match your marketingHow to scale without losing customer trustCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersSpotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993YouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, CRM communication, customer retention, shop coaching, ADAS calibration, advisor training, shop leadership, digital inspections, workflow management, auto repair profitability, mechanical shop growth, repair shop operations, front desk communication, small business marketing, auto repair SOPs, retention systems, service advisor development, customer experience strategyEPISODE METADATAEpisode number: 52Guests: Steve FinzelShop name: Finzel’s Master TechCity/State: Terre Haute, IN

When Josiah Martin bought Limitless Auto in rural Pennsylvania at age 25, he inherited more than a business — he inherited a legacy. Five years later, his transformation from technician to business leader shows how the right systems, training, and mindset can turn a local garage into a trusted community brand.Raised in a Mennonite family, Josiah didn’t follow a generational path into auto repair. He built his experience from rebuilding starters to running a full-service shop during the uncertainty of 2020. His story captures the grit of starting in the middle of a global shutdown — and the discipline to keep learning and growing ever since.Josiah’s biggest pivot came through coaching with 180 Biz, where he discovered that building processes, training front office staff, and defining communication standards matter as much as technical skill. Those changes reshaped his culture and customer relationships — but not without friction from longtime customers and the shop’s previous owner.Today, Limitless Auto runs on systems instead of survival mode. With a two-person front office team, clear expectations, and a service philosophy built on education and empathy, Josiah shows that leadership starts with listening. His focus on customer experience and local engagement has turned his shop into a community anchor.For shop owners ready to level up, this conversation is a masterclass in leadership, communication, and process. Josiah’s story proves that success comes from empowering your people — not just fixing cars faster.Guests:Josiah Martin — Limitless Auto — Oley, PennsylvaniaWhat you’ll learn (shop-owner takeaways):• Why your front desk defines your customer experience• How to introduce DVIs without losing loyal clients• The real ROI of hiring and training advisors• How coaching accelerates leadership growth• Building processes that free you from daily chaos• Turning customer conversations into long-term trust• Lessons from transitioning legacy ownership• How local involvement strengthens your shop’s brandCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersSpotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993YouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair shop leadership, front desk training, customer service, DVI systems, shop operations, coaching for shop owners, 180 Biz, limitless auto, automotive marketing, small business growth, employee training, shop process development, customer communication, auto repair management, leadership coaching, auto shop automation, team building, community engagement, shop efficiencyEPISODE METADATAEpisode number: 051Guests: Josiah MartinShop name: Limitless AutoCity/State: Oley, Pennsylvania

Thomas Andrews of CDT Automotive turned a four-year EPA battle into a story of resilience and reinvention. What began as a high-performance diesel shop evolved into a people-first repair business generating over $7 million a year. His journey from legal turmoil to leadership shows how to rebuild a business on purpose, community, and integrity.Starting as two best friends modifying trucks, Thomas and his partner Mike Liles transformed their hobby into a performance powerhouse. But an unexpected letter from the EPA changed everything, forcing them to pivot away from emissions tuning and rebuild around sustainable operations and customer trust.The legal process tested their partnership, their mindset, and their mission. Instead of folding, they focused on culture, customer experience, and leadership. They rebuilt CDT Automotive as a same-day, people-centric operation while launching a second brand, Select Auto Pros, to serve a wider market.Through coaching at ShopFix Academy, Thomas learned that growth starts with humility. “Fix the owner, fix the shop” became his guiding principle, leading to exponential growth and renewed purpose.Today, Thomas coaches shop owners across the U.S. and beyond, teaching them how to scale operations, lead with empathy, and create cultures that last. His transformation proves that resilience and accountability can turn crisis into legacy.Guests:Thomas Andrews — CDT Automotive & Select Auto Pros — Fuquay-Varina, NCWhat You’ll Learn (shop-owner takeaways):How to rebuild after a major business or legal setbackWhy “fix the owner, fix the shop” creates real growthStrategies for scaling a multi-location operationTurning passion projects into sustainable businessesHandling negative reviews with empathy and processTraining leaders for consistent customer experienceCreating purpose-driven, loyal shop culturesTurning adversity into long-term competitive advantageCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersSpotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993YouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair leadership, shopfix academy, thomas andrews, cdt automotive, select auto pros, shop owner growth, customer experience, EPA compliance, marketing for repair shops, shop operations, business resilience, automotive coaching, north carolina auto shops, team culture, leadership training, brand transformation, shop management, digital marketing, growth mindset, garage gritEPISODE METADATAEpisode number: 050Guests: Thomas AndrewsShop name: CDT Automotive / Select Auto ProsCity/State: Fuquay-Varina, NC

Second-generation owner Lou Cannata shares how saying no to distractions (towing, gas, used cars) unlocked the time to build people, processes, and profit. This episode leans into the shop-owner reality: you can’t grow sustainably if you’re still doing everything yourself.Lou’s origin story starts in a three-bay gas station and evolves into a 27–28k sq-ft operation with service and collision under one roof. His early years were hands-on in every profit center—until a mentor’s hard question shifted his focus from “more things” to “the right things.”The conflict: strong top-line, weak alignment. SOPs existed but weren’t lived. Culture didn’t match the vision. Lou faced tough exits (even top producers) to protect values and rebuild around vision-mission-values and SL2 leadership. Meanwhile, COVID forced clarity, sped up the exit from used cars, and pushed him to pour into the team.The resolution: document the why, then the how. Lead with SL2, reinforce behaviors, recognize wins, and coach the person—not just the role. Marketing, fleet development, and ADAS partnerships created capacity for profitable service growth while Lou launched L5 Leadership Coaching & Consulting.Impact: if you want durable growth, stop being the hero and build heroes. Define the why, operationalize it, then measure, reward, and recruit to it. Owners who lead with clarity, authentic care, and consistent processes see lower turnover, higher margins, and a business that runs without them.Guests:Lou Cannata — Lou’s Car Care & Fleet Services — Baldwinsville, NYWhat you’ll learn (shop-owner takeaways):Define vision, mission, values before writing SOPsUse SL2 to match leadership style to skill levelCut profit centers that dilute focus and cultureReplace “top talent” that breaks your valuesReward visible behaviors, not just resultsBuild ADAS/fleet partnerships to grow B2B revenueDocument processes where your team actually worksCoach individuals: gremlins, assumptions, limiting beliefsCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersSpotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993YouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, shop SOPs, SL2 leadership, shop culture, technician retention, ADAS partnerships, fleet sales, service advisor training, vision mission values, shop growth, coaching for shop owners, profitability, process documentation, Way We Do, AI SOPs, hiring and onboarding, customer experience, pricing and margins, shop leadershipEPISODE METADATAEpisode number: 49Guests: Lou CannataShop name: Lou’s Car Care & Fleet ServicesCity/State: Baldwinsville, NY

Tim Schaefer grew up in his family’s shop, Dale’s Service Center, in Davenport, Iowa—starting as a tire kid before becoming owner. After years of doing it all himself, he hit a wall and realized that true growth meant stepping out of the day-to-day and building a business that could run without him.His story begins with a second-generation shop transition that could’ve easily gone sideways. Taking over from his father meant navigating family expectations, evolving technology, and the pressure of proving that a repair shop could thrive without selling fuel—something few believed in during the late ’70s and ’80s.The turning point came when Tim embraced coaching, implemented clear processes, and learned to view his shop like a business rather than a job. He faced down resistance to technology, adopted digital systems, and built a sustainable workflow that supported both his family legacy and modern industry demands.Through that experience, he developed a new mission—helping other shop owners bridge the same gap through his company, Level 6 Auto Shop Consulting. Now, Tim guides owners through generational transitions, financial alignment, and operational clarity so they can stop working in their business and start leading it.If you’re a shop owner balancing legacy, leadership, and growth, this conversation offers a blueprint. Learn how to create sustainable success, document your processes, and build the next generation of leadership in your business.Guests:Tim Schaefer — Dale’s Service Center & Level 6 — Davenport, IAWhat you’ll learn (shop-owner takeaways):How to successfully transition a family-run shopThe mindset shift from technician to business ownerBuilding loaner car programs that actually make senseHow to handle generational disagreements in leadershipSteps to start documenting your shop’s core processesAvoiding valuation mistakes during succession planningWhen and how to raise your labor rate with confidenceThe role of coaching in scaling your shop operationsCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersSpotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993YouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair shop succession, family business transition, shop management, automotive coaching, process documentation, leadership in auto repair, digital vehicle inspections, auto repair marketing, service advisor training, loaner car program, shop profitability, business automation, owner mindset shift, Level 6 Consulting, Dale’s Service Center, Davenport Iowa, shop growth strategies, AA Shop Marketing, GGP Origin & ImpactEPISODE METADATAEpisode number: 047Guests: Tim SchaeferShop name: Dale’s Service Center & Level 6City/State: Davenport, IA

A third-generation tire shop turns the corner by adding mechanical service—and learns the hard way that customer experience, workflow, and messaging must evolve together. In this episode, we dig into how clear communication and simple process changes lifted ARO while keeping trust high.Alex grew up in his family’s shop (founded in 1969), took over in 2021, and inherited a high-volume tire operation with extreme seasonality. Moving from “tires only” to a fuller service model forced new habits: inspections, advisement, and slower, more thorough service—without losing the speed that kept customers loyal.The transition exposed blind spots: unannounced DVIs that annoyed longtime customers, seven advisors double-booking fifteen bays, and a Q1 cash crunch from payroll during slow months. Instead of guessing, Alex joined a dealer 20-group, got roasted (constructively), and prioritized two fixes: explain DVIs up front and appoint an expediter to control bay flow.Results followed. Announcing a “free, non-invasive multi-point check” set expectations and reduced pushback while still surfacing safety issues. A single expediter (air-traffic control) stopped advisors from tripping over each other. Lightweight tools—AutoFlow for DVI/status and a shared calendar (TimeTree) for road-service—kept the mixed workload moving.Now Alex is documenting SOPs (consistent offers from every advisor), planning a cleaner, simpler six-bay second location, and time-boxing winter for cleanup projects rather than layoffs. Shop owners will walk away with a playbook for communicating DVIs, fixing scheduling chaos, and aligning marketing with operations so new calls actually convert.Guests:Alex Skander — Skander TireWhat you’ll learn (shop-owner takeaways):Clarify DVIs as “free, non-invasive” before any workUse an expediter to stop advisor double-bookingMatch inspection depth to job scope and consentTrack car status (temporal) and bay location (spatial)Smooth seasonality without layoffs via Q1 projectsDocument SOPs so every advisor sells consistentlyMarket–ops alignment: calls only matter if you convertPrioritize two fixes before tackling a long improvement listCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersSpotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993YouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, shop owner coaching, digital vehicle inspection, DVI scripting, expediter role, bay scheduling, AutoFlow, SOPs for advisors, ARO growth, hiring technicians, tire shop to mechanical, seasonality planning, road service scheduling, customer experience, operations and marketing alignment, shop workflows, small business leadership, second location planning, reviews as feedback, process improvementEPISODE METADATAEpisode number: 47Guests: Alex SkanderShop name: Skander Tire & Auto ServiceCity/State: Butler County, PA