Ratchet+Wrench Radio: Recent Episodes
Ratchet+Wrench
A fender bender that turns into a financial crisis? It's happening more often than many drivers realize. On this episode of Ratchet+Wrench Radio, Dr. Blaire O'Neal, author of Totaled: The Real Cost of Vehicle Loss, explores why moderate collisions increasingly result in total losses. From advanced vehicle technology and parts pricing to insurance thresholds and consumer awareness, O'Neal explains the economic forces changing the future of repair—and why independent shops have an opportunity to become trusted advocates for their customers.
The technician shortage isn't just a pipeline problem—it's a workplace challenge. While more students are pursuing skilled trades than in recent years, many independent shops are still struggling to hire and keep young technicians. Drawing on findings from the latest technician supply and demand report from TechForce Foundation, Jennifer Maher explains why Gen Z is rethinking traditional career paths, what today's technicians expect from employers, and how mentorship, career development, communication, and culture can become a shop's greatest competitive advantage. For shop owners looking to build a stronger workforce for the future, this conversation offers both a reality check and a roadmap forward.
Fleet vehicles can't make money when they're sitting in a shop. In this episode of Ratchet+Wrench Radio, Dan Autey, head of automotive aftermarket at Stryten Energy, breaks down the growing complexity of today's vehicle electrical systems, why battery health is becoming critical to fleet uptime, and how shops can position themselves as trusted fleet partners. From start-stop technology and advanced battery systems to technician training and preventive maintenance, Autey shares practical insights to help shop owners stay ahead of the industry's rapid evolution.
Why do employees stay at a company for 25, 40, even 50 years? In this episode of Ratchet+Wrench Radio, Josh Wilber discusses the hiring and retention lessons behind Grote Industries’ 125-year legacy. From identifying future leaders and navigating generational shifts to avoiding costly hiring compromises, Wilber shares practical strategies shop owners can use right now to build stronger teams, improve retention, and create a workplace people genuinely want to be part of.
Giving back can do more than support a good cause—it can also strengthen your shop's reputation and deepen customer loyalty. In this episode of Ratchet+Wrench Radio, Christine Schaffran talks with Adam Sutton, CEO of DX3 Brands and RNR Tire Express, about how shop owners can turn community involvement into a strategic advantage by creating meaningful, authentic connections in their local markets.
Congress recently advanced legislation addressing Right to Repair, but the final language looks much different than what independent repair advocates originally sought. Bill Hanvey, president and CEO of the Auto Care Association, joins Ratchet+Wrench Radio to explain what made it into the bill, what was left out, what happens next, and how shop owners can help shape the future of vehicle data access and consumer choice.
In the final episode of Financial Future of Independent Auto Repair, CPA Nick Papakyrikos connects the dots between profitability, shop valuation, and long-term wealth creation. From the “Rule of 130” to the power of a “second bite of the apple,” Nick breaks down how shop owners can turn a successful business into generational wealth—while avoiding the mistakes that leave too much risk tied up in one asset.
In episode two of this special Ratchet+Wrench Radio series, The Financial Future of Independent Auto Repair Shops, CPA Nick Papakyrikos unpacks one of the industry’s hottest—and most misunderstood—topics: private equity. From EBITDA and shop valuations to platform companies and generational wealth, Nick explains why investors see independent repair shops as prime opportunities, even when owners feel burned out or undervalued. Whether you plan to sell someday or grow for the long haul, this episode breaks down the financial game reshaping the aftermarket—and how shop owners can stop thinking like technicians and start thinking like investors.
CPA Nick Papakyrikos joins Ratchet+Wrench Radio host Christine Schaffran for Episode 1 of a three-part series on why busy shops still struggle financially, what private equity sees in the industry, and how shop owners can build lasting wealth instead of burnout.
Ashley Jo Bloom, co-owner of PNW Automotive, talks about growing up in the garage, redefining shop culture, empowering future technicians, and building a family business designed to last for generations.
Technicians are speaking up—and the message is clear. From pay and career paths to culture and communication, this episode dives into what shop owners must understand (and do differently) to compete for talent in 2026.
Think your shop is just four walls and a lift? Think again. Discover how real estate strategies like sale leasebacks can fuel expansion, boost liquidity, and reshape the way you grow your business.
Between difficult customers, endless to-do lists, and constant problem-solving, it’s easy for shop owners to operate on autopilot. In this episode of Ratchet+Wrench Radio, Margaret Light explains how simple mindfulness habits can help you slow down, think clearly, and lead more effectively—without adding another task to your day.
AI isn’t replacing your team—but it might be the fastest way to multiply their time. In this episode, Seth Thorson shares how shop owners can move beyond the hype and start building custom AI agents that streamline HR, improve technician documentation, and elevate service writer performance.
What really drives your team to perform at a higher level? In this episode, Mike Mooney breaks down how shop owners and leaders can move beyond surface-level motivation tactics to build genuine buy-in. From aligning personal and company goals to challenging outdated processes and creating a culture of accountability, he shares actionable strategies to help teams stay engaged, adaptable, and committed to long-term success.
From tracking declined services to asking customers how they prefer to be contacted, Keith Mait, Senior Vice President and Auto Leader at Synchrony, outlines practical steps shops can take right now to turn one-time transactions into lasting relationships. He explains why loyalty isn’t a program—it’s a discipline—and how shops that stay connected between visits with timely, relevant communication will win in an increasingly competitive market.
A technician crashes two vehicles and causes $14,000 in damage. Instead of punishment, Louie Sharp chose something different.
In Give Up What You Don’t Need, you’ll hear how one decision—to release revenge and lean into leadership—turned a mistake into an investment and transformed an employee into a production manager.
If you’re holding onto anger, fear, control, comparison, or even yesterday’s success, this episode will challenge you to ask one powerful question: What do I need to give up to grow?
Because sometimes the next level of leadership isn’t about doing more—it’s about finally letting go.
Running a shop doesn’t mean living at work. In this episode of Ratchet+Wrench Radio, licensed therapist Margaret Light unpacks the mental load of ownership—and how small mindset shifts can help leaders protect their energy, relationships, and businesses.
Michelle Pippin never planned on joining the automotive industry. A broken timing belt on a remote Alaskan highway changed everything. Now, nearly a decade later, she’s leading a movement to intentionally invite, mentor, and empower women in auto repair—and challenging shop owners to rethink how leadership is built inside their businesses.
What if the part your customer needs is already built, already tested, and already on a truck headed your way? In this episode of Ratchet+Wrench Radio, Vince Edivan and Shannon Nordstrom unpack the real story behind recycled OEM parts—how they’re sourced, certified, and delivered—and why forward-thinking repair shops are using them to protect margins, reduce cycle times, and offer customers good-better-best options that keep cars (and relationships) on the road.
What happens when your dad hands you the keys to the shop—and the responsibility—before you’re old enough to vote? In this candid conversation, Tonnika Haynes opens up about legacy, leadership, letting go, and why sometimes the best training is being pushed off the boat and told to swim.
Cell phones, texts, shop software—auto repair shops have no shortage of ways to communicate. But are they actually slowing you down? In this episode of Ratchet+Wrench Radio, two-way radio expert Stew McClintic talks about why “push-to-talk” technology is still one of the fastest, simplest tools shops can use to improve workflow.
Customer retention doesn’t happen by accident. In this episode of Ratchet+Wrench Radio, business consultant John Waters explains why trust is the real currency of the auto repair industry—and how shop owners can create exceptional experiences that keep customers coming back and referring others.
He built 14 stores. Then he sold 10 of them—one by one—during one of the toughest economic downturns in modern history.
In Fearless to Courageous, James Baxter reveals the sleepless nights, payroll fears, and hard leadership decisions that reshaped his company—and why focusing on four strong stores made him more profitable than ever before.
If you’re an entrepreneur navigating growth, succession, or tough calls about the future of your business, this episode delivers real-world insight on vision, culture, and the courage it takes to right the ship.
Seventy-five breakout sessions. Role-based tracks for owners, advisors, and technicians. Big-name keynotes. A coaching debate on one stage. Dedicated technical training on EV service, ADAS calibration, direct injection systems, and new refrigerants.
Tektonic 2026 isn’t about theory—it’s about results.
In this conversation, Tekmetric owner Sunil Patel explains why hard work isn’t enough, why systems win, and why Houston in April could be the reset button ambitious shop owners have been looking for.
What happens when a lifelong shop owner steps into the COO role of a fast-growing national platform? In this episode, Brian Bates breaks down the walls shop owners hit when scaling, how to balance culture with growth, and why leadership—not capital alone—will determine who wins the next decade in the aftermarket.
Tariffs, inflation, and rising labor costs are putting real pressure on shop margins right now—and I know a lot of shop owners are asking how to recover those costs without upsetting customers. In this episode of Ratchet+Wrench Radio, I sit down with payments expert Randy Motos to break down surcharging: what it is, how it works, what the compliance rules really are, and why “freedom of choice” at checkout is becoming a go-to strategy for shops looking to offset credit card fees while protecting customer trust.
Recorded live from the AAPEX show floor, Northwood University president Kent MacDonald sits down with editorial director Chris Jones to discuss what Wayne Gretzky’s famous advice means for the automotive aftermarket—and why leadership, entrepreneurship, and education have never mattered more.
Full bays don’t always mean healthy profits. In this episode of Ratchet+Wrench Radio, host Christine Schaffran sits down with Hunt Demarest, CPA, partner at Paar, Melis & Associates, and author of Beyond the Bays, to unpack why so many shop owners feel busy but broke—and what they can do about it. From cash vs. profit confusion to overlooked financial fundamentals, Hunt explains how better understanding your numbers can change the trajectory of your business.
What really drove aftermarket performance in 2025—and what signals should shop owners be paying attention to now? In this episode of Ratchet+Wrench Radio, Auto Care Association senior director of market intelligence Mike Chung breaks down the data behind tariffs, inflation, supply chain shifts, and changing consumer purchasing habits. From parts buying to tire trends, Mike explains what the numbers reveal—and how they point to what’s coming in 2026.
What if the biggest thing holding you back isn’t your goals—but how you’re framing them?
On this episode of Ratchet+Wrench Radio, Chris Messer, vice president of transportation at Endeavor Business Media, sits down with Mike Jones, president of Discover Leadership, alongside editorial director Chris Jones for a powerful conversation on fighting forward. From personal growth to shop performance, they unpack why focusing on what you want—rather than what you’re trying to avoid—can change your results, your culture, and your leadership impact.
If you want a mindset shift that leads to real, lasting change, this is a conversation you don’t want to miss.
Silent partners can be a powerful asset—or a costly blind spot—when it’s time to sell an auto repair business. In this episode of Ratchet+Wrench Radio, host Christine Schaffran sits down with Nick Papakyrikos, CPA, to uncover how smart exit planning, clear agreements, and the right tax structure can turn a future sale into a largely tax-free payday.
Fifteen years ago, Kendall Warnock was a technician with a dream, five T-shirts, and a shop name chosen to land at the front of a phone book. Today, he leads one of Lincoln, Nebraska’s most respected repair facilities and has been named Small Business of the Year. Now he’s bringing his hard-won leadership lessons — built through grit, humility, and nonstop self-development — to Ratchet+Wrench readers as an online columnist in 2026. In this episode, we talk about his journey, his mindset, and why he believes helping others is his true calling.
For 100 years, Veenstra’s Garage has served its Michigan community through depressions, relocations, sweeping industry change, and four generations of leadership. In this episode of Ratchet+Wrench Radio, Editor Christine Schaffran sits down with Mike and Jason Veenstra to talk about legacy, modern challenges, the transition from father to son, and what it really takes to keep a shop thriving for a century.
Katie French’s journey from a Power Wheels–obsessed kid to AAPEX Service Advisor of the Year is anything but ordinary. Now, as she joins Ratchet+Wrench Magazine as an online columnist in 2026, she’s bringing real-world experience, raw honesty, and a deep passion for elevating shop culture. On this episode of Ratchet+Wrench Radio, editor Christine Schaffran sits down with Katie to talk about her early days in the industry, her mission to amplify overlooked voices, and what shop owners can expect from her upcoming columns.
The automotive industry faces a critical technician shortage—but Mike Coley, president of the ASE Education Foundation, is tackling the problem from the ground up. Learn how 2,000 accredited schools across the country are preparing the next wave of skilled professionals, and discover what employers can do to identify and nurture young talent in their own backyard.
With more than 5,000 auto shop fires annually and rising risks from EVs, high-output chargers, changing shop layouts, and aging suppression systems, fire safety has become a moving target. In this episode, Mountain State Fire Protection owner Steve Lockwood joins Christine Schaffran to reveal the overlooked hazards hiding in plain sight, the upgrades that matter, and the must-do inspections every shop should prioritize. If you want to protect your people, property, and profit, this is essential listening.
Ford’s CEO says 5,000 technician jobs are sitting open—and that’s just the beginning. In this episode of Ratchet+Wrench Radio, Christine Schaffran talks with Repairify’s Chief Transformation Officer, Keith Crerar, about the skills shortage, the rise of ADAS complexity, and the real-world technology helping shops stay ahead. From AI to change management to technician training, Keith breaks down what shop owners must do now to stay competitive—and safe.
At SEMA in Las Vegas, Chris Messer and Mike Jones dive into why your mindset—not your skill set—determines the trajectory of your business. From the power of surrounding yourself with the right people to embracing change in a fast-moving industry, this episode challenges shop owners and leaders to elevate their awareness, rethink their environment, and commit to becoming an even better version of themselves. If you want to shift from fixed to growth mindset—and inspire your team to do the same—this conversation is your starting point.
Long hours, physical strain, financial stress, and the weight of customer expectations—life in the automotive industry can take a toll. But you don’t have to face it alone. In this episode of Ratchet+Wrench Radio, Margaret Light, a licensed marriage and family therapist who specializes in supporting automotive professionals explores the critical role of healthy support systems, how to build them, and why vulnerability, connection, and communication are key to resilience both in and out of the shop.
As the year winds down, charitable giving becomes more than a goodwill gesture—it can be a powerful tax-saving strategy for shop owners. CPA and automotive financial advisor Nick Papakyrikos returns to Ratchet+Wrench Radio to explain how to make donations the smart way, from gifting appreciated stock to using donor-advised funds, navigating upcoming 2026 rule changes, and choosing the right timing based on your shop’s financial performance. If you want your generosity to work harder for both your business and your community, you won’t want to miss this discussion.
You don’t need lavish parties or big bonuses to make your team feel valued. In this episode, small business expert Nick Papakryikos talks about meaningful, budget-friendly ways to show appreciation during the holiday season. From catered lunches and “12 Days of Appreciation” countdowns to handwritten notes and extra paid time off, learn how small, sincere gestures can boost morale, strengthen loyalty, and help your business start the new year on the right foot. To learn more, visit Nick Papakyrikos' website.
When it comes to auto repair, trust is everything. In this episode, shop owner Gary Hinendes of Gary’s Automotive Repair shares how taking time to educate customers—especially those who feel intimidated walking into a shop—can transform fear into confidence and first-time visitors into lifelong clients. From listening more than talking to training his team on empathy and transparency, Gary reveals why putting people before profits is the smartest business strategy a shop can make.
In this fifth episode of our Endeavor to Discover series, Endeavor B2B’s Chris Messer, Executive Vice President of the Transportation Group, sits down with Mike Jones, President and CEO of Discover Leadership, and Randy O’Connor, President of D2D Development — also known as the Chief Outcome Officer.
Together, they explore what it means to focus on the outcome — how defining a shared vision, owning your commitments, and celebrating progress can transform your business, your leadership, and your life.
As drivers hold onto their vehicles longer than ever, service complexity continues to rise. In this episode, GM’s Aaron Charbonneau, Director of Dealer Service and Warranty Operations, and Patrick Meissner, Director of Strategic Service Initiatives and Accessories, discuss how technicians and shop owners navigate the growing mix of old and new technologies. From training and parts availability to customer trust and predictive maintenance, they share insights into what it takes to deliver a seamless service experience—no matter the model year.
Today, we’re talking with Dwayne Myers, CEO and co-founder of Dynamic Automotive — recently named America’s Top Small Business of 2025 by the U.S. Chamber of Commerce.
What started as a one-location repair shop in Frederick County, Maryland, has grown into seven thriving locations, nearly 60 employees, and more than 1,300 five-star reviews — all built on the belief that customers should be treated like family and employees like owners.
We’ll talk with Dwayne about the company’s journey, its people-first culture, and what it takes to build a business that truly endures.
We’re shining a spotlight on an exciting part of the automotive industry — the women who are driving innovation, leadership, and change in the aftermarket.
Joining us is Missy Stephens, Community Engagement Manager for Women in Auto Care, a community of the Auto Care Association. We’ll be talking about their upcoming events at AAPEX 2025 in Las Vegas, including the Women in Auto Care Breakfast and Awards Ceremony, where outstanding women and allies in the industry will be recognized, and the casual evening reception where connections are made and community grows.
If you want to learn more about how women are shaping the future of the aftermarket — and how you can be part of it — you won’t want to miss this conversation.
The countdown is on for one of the biggest events in the automotive world—the 2025 SEMA Show in Las Vegas. This year, the energy doesn’t stop at the convention floor. Outside, the roar of engines, the smell of burning rubber, and the adrenaline of live motorsports will take center stage as OPTIMA powers the weeklong OPTIMA Unleashed experience—capped off with SEMA Fest, the ultimate celebration of car culture.
I’m joined by Tom Gattuso, Vice President of Events for the Specialty Equipment Market Association. Tom has been shaping automotive events for more than two decades, and he’s here to give us an inside look at what’s new, what’s exciting, and how SEMA continues to push the limits of innovation, performance, and connection across the industry.
So buckle up—we’re diving into what makes this year’s SEMA Show a full-throttle experience from start to finish!
In Episode 4 of our Endeavor 2 Discover series, Chris Messer, Executive Vice President of Endeavor Business Media’s Transportation Group is joined once again by Mike Jones, President and CEO of Discover Leadership.
Today’s topic is all about the I Will Attitude—what it means to replace words like I think or I’ll try with the confidence of I will. It’s a simple shift in language that can change the way you lead, the way you work, and the way you show up every day.
Meet Robin Reneau—once a single mom who didn’t know how to check a dipstick and went through three broken-down cars in four years. Fast forward to today: she’s the first Black woman mechanic to own an independent repair shop in Georgia, running Rob the Blonde Mechanic, LLC. Robin’s journey from high school dropout to shop owner and community leader is all about resilience, representation, and proving what’s possible when you refuse to shrink yourself.
In today’s episode, we’re diving into one of the biggest challenges shop owners face: cutting through the nonstop noise of media and actually connecting with customers. With so many flashy ads and constant messages hitting us from every direction, how do you make your shop stand out?
The answer might surprise you — it’s not about being the loudest, but about telling a better story. In today’s conversation with Lola Schmidt of Schmidt Auto Care, we’ll explore how to define your brand’s tone, engage with your community, and keep your marketing story alive. By the end of this episode, you’ll walk away with practical steps to build a brand that people trust, remember, and come back to. Long live your story!
This week, host Chris Jones sits down with Michael Suttle, chief development officer at Christian Brothers Automotive, to explore how this growing franchise is revolutionizing technician training in the automotive repair industry.
In this episode, Michael shares the exciting details behind Christian Brothers' $12 million investment in a state-of-the-art 14,000-square-foot technology and training center, set to open in 2027. Discover how this facility will help their 315 locations stay ahead of rapidly evolving vehicle technology, particularly in the critical area of advanced driver assistance systems.
In this episode of Ratchet + Wrench Radio, we sit down with Natalie Dixon, PhD, who leads the technology and marketing teams focused on advancing Chemours’ Opteon™ portfolio, to cut through the myths, answer common technician questions and break down what every shop owner needs to know about R-1234yf.
Fear of public speaking affects 75% of Americans, but for automotive shop owners, effective communication isn't optional—it's essential for success.
In this episode of Ratchet and Wrench Radio, host Chris Jones sits down with leadership communications trainer Dave Brown of SDB Leadership to tackle the communication challenges that hold shop owners back.
Whether you're delivering difficult news to a customer, conducting one-on-one meetings with employees, or presenting to a group, Brown reveals why every conversation is essentially a public speaking event. He shares actionable strategies for reframing your mindset, building genuine confidence, and overcoming imposter syndrome.
Brown is the closing keynote speaker at the 2025 Ratchet+Wrench Management Conference.
Chris Messer, executive vice president of the transportation group at Endeavor Business Media—Ratchet+Wrench's parent company, sits down once again with leadership coach Mike Jones of Discover Leadership to tackle the powerful concept of frontline leadership — what it means to lead from the front, why vision and accountability matter, and how every member of a team, regardless of title, has the opportunity to be the leader in their role.
Join Chris as he sits down with Jeff Cox, President of the Automotive Maintenance and Repair Association, and Andrew Car from SSI to explore the game-changing world of Digital Vehicle Inspections (DVI). Learn how the Motorist Assurance Program (MAP) is setting industry standards for repair recommendations, and discover why shops using visual DVIs see triple the approval rates for their recommendations.
From eliminating "shop speak" to giving customers the tools they need to make informed decisions, this episode reveals how technology is building unprecedented trust between auto shops and their customers. Whether you're a shop owner still using paper inspections or looking to optimize your digital workflow, you'll walk away understanding why pictures truly are worth a thousand words—and potentially thousands in additional revenue.
In this episode, Mike Bennett takes us on a deep dive into the auto repair industry's remarkable 2025 journey—from the challenging spring months when consumer confidence plummeted to the record-breaking summer that has shops back on track for projected growth.
This episode explores the economic forces shaping the industry, from tariff impacts to electricity cost surges, and reveals the strategies successful shops are using to build stronger customer relationships while navigating financial uncertainty.
Mike shares valuable insights on how the aging vehicle fleet is creating massive opportunities, with nearly 250 million vehicles over four years old representing the industry's primary market. The conversation covers innovative financing solutions, supply chain strategies, and the critical importance of adapting presentation techniques to serve customers across different economic segments.
In this Ratchet+Wrench Management Conference teaser episode, Kinja Dixon reveals how his doctor's orders and a moment of vanity sparked a transformation that led to international sales awards, early retirement at 34, and becoming a sought-after speaker who's inspired thousands worldwide. Dixon discusses his Four Pillar system (Purpose, Health, Emotions, Knowledge) and why change is happening whether we choose it or not.
In this episode, Mike Jones, president and master trainer at Discover Leadership Training, returns with Chris Messer, executive vice president of the transportation group at Endeavor Business Media, to discuss what it takes to be a person who follows up and follows through in a business setting.
In this episode of Ratchet+Wrench Radio, Glenn Piccolo, managing partner at Adams Automotive in Houston, Texas, breaks down the customer service framework behind Adams Automotive's seven-day service model. It's a philosophy they refer to as "auto hospitality." It takes concepts that make retail successful and implements them into the shop's workflow for greater customer satisfaction and retention.
In this episode, a sneak preview of his lunchtime keynote for the 2025 Ratchet+Wrench Management Conference, Rob Pietrowski, VP Research at IMR/Endeavor Business Intelligence, reveals shocking inflation data that's reshaping the automotive aftermarket: vehicle costs are up 57% since 2019, annual maintenance and repair spending has jumped 50%, and the ripple effects are hitting every level of the industry, based on 500 consumer surveys monthly and another 500 to 1,000 for custom research projects. Pietrowski's data also shows shop owners' priorities have shifted dramatically from focusing on new technology and EV training to fundamental survival tactics like keeping prices down and traffic flowing. He discusses how rising costs are being passed through the supply chain, the changing perceptions of trade careers as four-year college costs skyrocket, and why shops must adapt to constant rapid change spanning everything from COVID protocols to new administrative policies and tariffs.
For anyone who has ever uttered the words, "failure isn't an option," Mike Jones, president and master trainer at Discover Leadership Training, has a message you should consider. Jones talks about leadership and failure in this special episode of Aftermarket All-Access. He's joined by Chris Messer, executive vice president of the transportation group at Endeavor Business Media—Ratchet+Wrench's parent company. Jones helps leaders reframe failure and change their approach.
In this episode, Dave Johnson, president and CEO of Automotive Service Excellence, discusses the recent ASE Instructor Training Conference in St. Louis, Missouri, in July and the valuable benefits ASE certification provides to automotive instructors, including industry-wide credibility, access to cutting-edge curriculum resources, and professional development opportunities.
Johnson also addresses how ASE is proactively evolving to keep pace with rapidly changing automotive technology and outlines ASE's commitment to future-proofing its certification programs through strategic partnerships, ensuring technicians remain equipped to handle next-generation automotive innovations while maintaining ASE's reputation as the industry's gold standard.
When something’s off in your shop—profit’s down, productivity’s lagging, or margins are shrinking—it’s easy to blame the numbers. But what if the real problem isn’t the numbers themselves… but how we interpret them?
Today on Ratchet+Wrench Radio, we’re joined by Hunt Demarest, a partner at Paar Melis & Associates, leading financial expert in the auto repair industry, and host of the Business by the Numbers podcast. Hunt works closely with shop owners to dig into the data behind the decisions. Today, he's here to challenge some assumptions and walk us through the common traps shop owners fall into when reading their financials.
Charlie Zlatkos, owner of Pleasant Care Car, immigrated to the U.S. at 17. He talks about growing his vocabulary from four English words to opening and running a multi-million-dollar a year shop.
Zlatkos also talks about being mentored by Todd Hyes of Auto Shop Answers and how his perspective on entrepreneurship was changed.
Lastly, he tells the story of a 13-year-old boy on a bicycle who stopped by his shop, and how that encounter changed both of their lives.
In this episode of Ratchet+Wrench Radio, Group Editorial Director Chris Jones discusses a situation that every shop owner needs to understand—how to handle a customer fallout before it goes viral.
Synergy Auto Care in Wilson, North Carolina, made national headlines on June 19 after a Black customer walked out over employees' dismissive comments about Juneteenth.
We're going to break down exactly what happened and give you five concrete lessons that could save your shop from a similar crisis. Because in today's connected world, one bad moment can undo years of reputation building.
In this episode, Lisa Foshee, senior vice president of Government Affairs and General Counsel at Auto Care Association, breaks down the right to repair battle affecting independent auto repair shops. As automakers fight to restrict access to diagnostic data, independent auto repair shops and their customers face an existential threat. Foshee covers Massachusetts' leading legislation, Maine's efforts, federal bill status, and the legislative process. She explains the economic stakes and provides practical advocacy steps for shop owners and their customers.
Join us on Ratchet+Wrench Radio as Mike Jones from Discover Leadership Training shares powerful insights on elevating your leadership game.
In this episode, Mike explores the critical distinctions between leadership and management, reveals how discipline fuels personal and professional growth, explains why traditional motivation falls short and what drives lasting change, and identifies common communication pitfalls that derail leaders, plus proven strategies to overcome them.
This episode originally aired on Aftermarket All-Access.
We're living through uncertain and changing times. In this episode, Josh Parnell of Limitless Leadership talks about how to lead without wavering.
In this episode of Ratchet+Wrench Radio, sponsored by Bosch, Shawn Dupuie, Senior Director of Sales and Operations, joins Ivan Rioja-Scott, editor-in-chief, to dig into what modern shop success really looks like. The pair discusses culture, KPIs, technician retention, pay plans, emerging tech and more. You’ll hear why continued education matters, how to spot red flags early and where to find reliable info to stay ahead. Whether you’re solving current problems or trying to prevent future ones, this conversation offers real, firsthand insights to help your shop level up and stay there.
In this episode, Steve Dawson, Washington D.C. regional manager for Hunter Engineering, talks about what auto repair shop owners and technicians need to do to be ADAS-ready. He discusses preparation and infrastructure, necessary training and skills, liability and legal implications of calibration, and how to educate customers on the necessity and importance of calibration.
In this episode of Ratchet+Wrench Radio, Margaret Light, licensed marriage and family therapist of Equilibrium Therapy Services P.L.L.C. talks about the impact of mental health on decision-making in business. She also has tips for owners and managers who are too optimistic or too pessimistic, and discusses how to bounce back mentally from a bad decision.
In this episode of Rachet+Wrench Radio, sponsored by SHOP-WARE, Editor-in-Chief Ivan Rioja-Scott sits down with Cavan Robinson, VP of Vehlo, to talk about how SHOP-WARE can help improve your shop’s efficiency and bottom-line results. By using a streamlined cloud-based platform, you can significantly improve customer service while ensuring your shop runs seamlessly, boosting car counts, average repair orders and technician efficiency.
In this episode of Rachet+Wrench Radio, sponsored by AMAROK, Editor-in-Chief Ivan Rioja-Scott sits down with AMAROK Enterprise Development Manager Jackson Skey to talk about how improving your repair shop's security can be a turnkey solution that can give your customers peace of mind that their vehicle is being cared for. The right security solution can even save time and reduce vehicle damage because it may reduce or eliminate the need to move vehicles inside the facility each night.
Join us as we uncover how easily a system can be installed to get your shop on the road to higher security and productivity.
To learn more about AMAROK, click here!
In this episode, Jesse Jackson, owner of Mango Automotive, talks about things you can do to help the sale of your shop. She discusses factors that can get your shop a higher valuation and her road to expanding from scratch to 7 shops.
In this episode we chat with Dutch Silverstein, a 26-year veteran of the auto repair industry. Dutch shares with us his thoughts about running a successful shop, why the franchise business model can decrease quality, and how to succeed in the auto repair business.
In this episode, Carm Capriotto, founder of Remarkable Results Radio, talks about his declaration, “The Rise of the Mechanical and Technical Specialist.” He discussed why the automotive aftermarket could benefit from a new vernacular that standardizes roles within the shop and instills pride in the workforce.
In this episode Andrew Marcotte, VP of American Pride Automotive, shares how he has transformed and implemented a culture of growth, service, and excellence throughout American Pride's five stores. We discuss key takeaways about attracting the right talent, retaining employee satisfaction, and how to grow the business through organic methods.
In this episode Fernando Miranda, VP of Transformers Insitute, shares the highlights of his 20-plus year career in the industry. We talk about how he works with the shops that he coaches, and the keys to reaching the next level of growth and efficiency.
In this episode, Sunil Patel, CEO and founder of Tekmetric, explains what the merger between the two SMS platforms can do for shops of all sizes.
In this episode, Dylan Williamson, COO of Redline Business Advisors, talks about how you should structure your business, what do with year-end taxes, and what a financial advisor can bring to you in different steps of your business growth.
In this episode, Alison Jones, SVP of Global Circular Economy for Stellantis, talks about Sustainera, the division for remanufactured parts supply, and how this can help your bottom line while becoming more sustainable.
In this episode, recorded LIVE at AAPEX 2024 in Las Vegas, we sit down with R+W columnist, industry leader, former Women in AutoCare Woman of the Year recipient, and owner of Xpertech Auto Repair in Englewood, FL, Kathleen Callahan.
We discuss being new in the business, talking on a coach, understanding KPIs, financial metrics and a lot more.
In this episode, Ivan Rioja-Scott, Editor-in-Chief for Ratchet+Wrench, sits down with Ben Johnson, vice president, general automotive repair markets, for Repairify, about the evolving landscape of vehicle diagnostics and repairs. The discussion centers around the increasing complexity of modern vehicles and the unique challenges that automotive repair shops face today. As vehicles become more technologically advanced, the need for accurate diagnostics has never been greater.
Join us as we uncover the importance of embracing new technologies and the vital role that asTech plays in equipping repair shops for the challenges ahead.
In this episode, David Askwith, Managing Director of Autostream Car Care, talks about shop's rapid and successful expansion. He also talks about implementing systems, the right way to communicate, and choosing the right approach to re-branding.
Brian Moak has taken Heart Certified Autocare, a three-store Chicagoland brand, from $7 million to 14$ million by making change within himself. Learn about his path for financial, personal and all-around growth.
In this episode, Matt Wagg of Accelerated Diagnostic & Automotive in Bennington, Nebraska, talks about his automotive journey from the son of a shop owner to opening a shop during COVID and hitting the million-dollar mark three years after putting the keys into the door.
He discusses business plans, the importance of investing in self-education, why you need coaching, and the need for shop owners to have a clear direction.
Matt taught at the Ratchet+Wrench Management Conference in September and is an educator and shop coach who is passionate about learning and developing others.
In this episode, Uwe Kleinshcmidt and Frank Scandura of AutoTech IQ talk about how they help auto repair shops increase profitability by transforming the way shops use digital vehicle inspections to enhance communication and transparency which leads to fewer deferred jobs.
In this episode, Margaret Light, MA, LMFT, MN LMFT of Equilibrium Therapy Services P.L.L.C. discusses the unique stressors shop owners face and how they can impact mental health. She talks about the stress and burnout continuum and how unmanaged stress and burnout can develop into formal mental health concerns for shop owners. She concludes by sharing tips to help shop owners understand the impact of stress on themselves and their work and when to seek professional help to overcome chronic stress.
In this episode, Ryan Burton of Leads Near Me talks about the contents of his new book “High Gear: Marketing Strategies for Auto Repair Shops”, what you can learn about shop marketing, and his conference of the same name High Gear Auto Repair Marketing Conference, which will take place from November 14-16, 2024, in Atlanta.
In this episode, Bill Snow, vice president, franchise development & operations
Rad Air Complete Car Care, talks about how he shows his team his appreciation, why they celebrate every win, and the importance of sweating the small details when it comes to encouraging your team members.
In this episode, Lauralee Schmidt of Schmidt Auto Care in Springboro, Ohio, discusses her approach to customer appreciation marketing. She also talks about ideas that have worked, ones that haven't, lessons learned, and why shops need a marketing budget.
In this episode, Nichole Bennecoff of Empower Automotive, formerly The Subie Guys, talks about running a niche Subaru shop and why she's now widening her scope of service, and how she's using driver profiles and data to do it.
In this episode, Brandon Jones and Josh Parnell of Limitless Leadership talk about what it takes for a shop owner to holistically become the leader their team needs from people to process.
In this episode, we visit with Alex Noll, owner of ABR Houston European Specialty Repair in Houston, Texas. If you recall, Alex was featured in the February 2024 issue as the featured shop in Shop View. Today, Alex talks about his background in automotive, going to tech school, getting picked up by BMW, going after shop ownership, and what the future holds for him.
In this episode, Steven Fafel of AutoOps shares industry data about the effectiveness of online scheduling and how it adds customers to the shop. He also talks about the latest feature that helps shops close more appointments after hours.
Kieran O'Brien of Shopgenie demos the company's new virtual advisor, Jasmine, and explains how this tech can help shops book more after-hours appointments and how AI is changing front-of-house operations.
In this episode, Matthew Schwab of Cluth Automotive in Houston, Texas, talks about what shop owners who are ready to turn over the reigns need to do to get a buyer for their shop.
In this episode, Ceasar Cordon, who heads the Outside Business Development Team for Fifth Gear Automotive, talks about why collaborating with dealerships and competing shops has boosted their new business revenue by nearly 50% ... and how it can do the same for your shop.
In this episode, AJ Nealey, owner of Nealey Tire & Auto, which has five locations in Maryland, talks about using the EOS method to standardize his shop and how it has led to massive growth and success across the board.
In this episode, Brittany Schindler of Rod's Japanese Auto Care in Bellingham, Washington, who was also the 2021 AAPEX Service Advisor of the Year, explains how service advisors can handle customer complaints with grace.
Can predictive maintenance help your auto repair shop schedule more accurate repair appointments for customers? In this episode, Tim Hardin, senior vice president/GM global data services, Epicor, discusses the data that drives predictive maintenance and how it stacks up against the traditional 30/60/90K maintenance model in more accurate scheduled repairs to customers.
In this episode, Chris Cloutier of Golden Rule Auto Care in Dallas, Texas, discusses how to manage employee conflict in auto repair shops. He identifies what conflict in the workplace looks is, when employees should escalate grievances up to the auto repair shop owner, and how leaders resolve conflict within the team.
Sponsored by Chemors
In this episode, Karim Morsli of Winkler Automotive, talks about going from engineering and IT to auto shop ownership. He discusses how the servant leadership style he learned translated in the shop, and why having a selfless approach as a shop owner can change the shop, and more importantly, lift the industry.
In this episode, Jeremy Glassco of App Fueled and JJ Mont of JJs Auto Service talk about how using an app has created higher loyalty and retention for JJs shop and why it's smart to market to the phone.
In this episode, Dr Dana Nkana of Automotive Doctor Consulting and Coaching Services talks about a few key processes that can improve shops.
In this episode, Dan Vance of Shop Dog Marketing talks about how auto repair shops can use AI to improve processes, workflow, customer engagement, and communication. He also dives into some interesting use cases for improving customer service and leveling up your marketing.
In this episode, Ratchet+Wrench columnist Dutch Silverstein talks about transparency and whether it's just a marketing buzzword to sell services to customers or a way for shops to build a culture that caters to the needs of the people they serve.
In this episode, we take a look back on STX 2024 starting with data and industry outlook and moving into conversations with key personnel—Bob Cushing, Shane O'Connor, Rob Morrell, and Chris Salvo. We also speak directly with auto repair shop owners, a technician, and a parts supplier about lessons learned and why they value training.
In this episode, Maryann Croce, shop owner and founder/coach at Small Biz Vantage, talks about why shop owners can get bogged down by their businesses, what causes it, and seven leadership tips to help them get out of the rut and on top of their game.
In this episode, Sara Fraser of Haas Performance Consulting dispels myths about Gen Z workers and discusses five traits that make them among the best workers in the workforce.
In this episode, the team at FenderBenders, a sibling publication to Ratchet+Wrench covering the collision repair sector, speaks to Drew Barnes and Heather Sebben of North American Council of Automotive Teachers. They're going to talk about what NACAT is and how it serves automotive. They’re reaching their 50th anniversary of operation and will celebrate that at their annual conference this summer.
In this episode, Kendall Warnock of A1 Automotive in Lincoln, Nebraska, talks about how auto repair shop owners can turn comebacks and upset customers into raving fans.
He also talks about his humble beginnings growing up poor on a reservation and how that became the catalyst to how he learned to treat people and why he cares so much about his customers, team, and community.
In this episode, Jay Woodall, General Manager of National Accounts Retail/Branded at Interstate and a board member of the Automotive Aftermarket Charitable Foundation, discusses the AACF's efforts to support individuals facing severe financial hardship during disasters, and provides guidance on accessing the charity's assistance for yourself or your employees.
In this episode, Jamie Cuthbert, founder & CEO of AutoServe 1, talks about the harmony between auto repair shops and their customers when digital vehicle inspections are done with care, intention, and good communication.
In this episode, Juke Ball of Juke Auto in Austin, Texas, discusses mistakes he made as a young shop owner and the resulting lessons.
You can read the story that inspired the episode, "What You Don't Know You Don't Know" on ratchetandwrench.com.
In this episode of Ratchet+Wrench Radio, Erich Schmidt talks about the early mistakes he made as a shop owner that have enabled him to become the conscious business owner he is today.
In this episode of Ratchet+Wrench Radio, Mike Allen, owner of Carfix Auto Repair & Tires with shops in the greater Raleigh, North Carolina area, talks about why he likes to hire fast (as quickly as the same day), how he does it, why it works and why his people stick around.
In this episode, Bill Greeno of Quality Automotive Servicing in Truckee, California, talks about his meticulous process for onboarding new team members.
Bill was a 2022 Ratchet+Wrench Best Workplaces winner and has a reputation for having a strong shop culture that begins with how he onboards his new hires.
In this episode, Ratchet+Wrench Editor-in-Chief Chris Jones takes a look back at the events at VISION Hi-Tech Training and Expo in Kansas City, and shop owners and other industry professionals share their experiences from the event.
In this episode, entrepreneur, speaker, and people-first growth specialist Shari Pheasant gets real about how auto repair shop owners can get down on their team's level, increase emotional intelligence, and build a shop that's truly about putting people first.
In this episode, Dave Brown of DSB Leadership Group talks about his four keys to ensuring that you get the most out of your conference networking experience.
In this replay episode from 2022, Deanna Bumgardner from Employer's Advantage LLC joins Ratchet+Wrench Radio to talk about being an emotionally intelligent shop owner when soliciting feedback from your team, why your team fears opening up in the first place, and tips for creating an environment of open communication.
In this episode, Marc Mawhinney of Natural Born Coaches talks about what makes a great coach, why marketability trumps all, and understanding what your clients want and how to get it to them. He also offers insight into how to level up your coaching business through strategic communication.
Take the 2024 Ratchet+Wrench Industry Survey.
Register for the 2024 Ratchet+Wrench Management Conference
In this episode, Cecil Bullard of The Institute for Automotive Business Excellence discusses the various available technician pay plans shop owners can use and their pros and cons.
In this episode, Bill and Kaylin Walker of Walker's Garage in Brewer, Maine, discuss how they got their shop up and running. Bill had been a solo operator—wearing all of the hats most of the way—until Kaylin joined him in the front of the shop. They market like a big shop and now they're readying for expansion. Here's their story.
In this episode, Travis Comfort, vice president of Rick's Automotive in Springfield, Missouri, talks about the innovative mind of owner Rick Hughlett, working on fleet accounts, and their modern shop complete with an employee gym.
In this episode, Carrie-Lynn Rodenberg of Turnkey Marking talks about direct mail marketing and how auto repair shops can get the most out of it. We also discuss how to create your messaging, target your audience, measure results and how to fit it into your digital marketing mix.
In this episode, Daniel Wisian of Tech One Automotive in Austin, Texas, talks about what's new at his shop and walks us through his processes as a shop owner. He talks about his hiring and retention practices, expanding his shop, how he budgets for marketing, and collaborating with Tesla early on.
Wisian's shop was featured in the March 2023 issue of Ratchet+Wrench.
In this episode, Ratchet+Wrench Radio host Chris Jones reviews some of his favorite episodes of the year and talks about changes to the podcast for 2024.
Sponsord by Ford Motorcraft
In this episode, Chris Enright of Enright Automotive talks about how he amassed a huge following on social media. To date, he has 53,000 YouTube subscribers, 30,000 TikTok subscribers, 45,000 Instagram followers and his Instagram Reels have over 50 million views.
Chris talks about how he did it and how you can find your brand voice on social media and get noticed.
Sponsored by Ford Motorcraft
In this episode, Jeff Furrow of Wellsboro Automotive talks about being a relational leader and how that translates into creating an environment where his technicians can learn, grow, and in turn train their fellow techs. He also discusses his apprentice program and how he finds students.
Sponsored by Ford Motorcraft
In this episode, Mike and Susan Henn of Henn Automotive talk about their southern North Carolina shop. Mike talks about getting rejected by the bank for a loan, building his shop with his own hands, how he trains his technicians, and why they stay for the long haul (most have been with the shop for over a decade). Susan discusses managing the front end, why providing full benefits matters and her role in creating the environment of the shop.
Sponsored by Ford Motorcraft.
In this episode of Ratchet+Wrench Radio, Rachel Spencer of Spencer's Auto Repair shares her journey through shop ownership and how she overcame challenges personally and professionally to become the empathetic and strong leader she is today.
Sponsored by Ford Motorcraft
In this episode, Daniel Stewart, service manager at Oceanside Auto in Old Saybrook, Connecticut, talks about his shop, its future goals, its culture and how he gets the best from his Gen Z technicians.
Sponsored by Ford Motorcraft
In this episode, Stephannie Maneval, owner of Dave's Pro Auto Service in Williamsport, Pennsylvania, talks about her rise from service advisor to shop owner and takes us through her shop and what she loves about being an owner.
Sponsored by FordMotorcraft
In this episode, Doug Grills, owner of AutoStream Care Care Center with multiple locations across Maryland, talks about vetting, hiring and training technicians. Today, he's going to share his processes from:
- Creating goal posters with his team to cast a vision
- Why 1-on-1 meetings matter in retaining technicians
- The need for good communication
- Why training inspires technicians to stay
- How his shop vets potential new hires
- The advantage of providing benefits and incentives
He'll also provide advice for small shops on how to make the right first hires.
Sponsored by Ford Motorcraft
In this episode, Dave Boyes and Ron Shanas of Today's Class talk about how shop owners can better coach their teams by understanding how their team members learn and process the knowledge they gain from educational sessions.
Sponsored by Ford Motorcraft
In this episode, Connor Tracy, senior regional manager and director of partner relations at KUKUI, talks about ways shop owners can pinpoint gaps in their customer service sequence to increase the likelihood that customers keep coming back.
Sponsored by Ford Motorcraft
In this episode of Ratchet+Wrench Radio, Ryan Burton of Leads Near Me. We discuss marketing, what it is, the difference between marketing, advertising and public relations and we get Ryan's reactions to the marketing results in the 2023 Ratchet+Wrench Industry Survey Report. Lastly, we talk about his upcoming High Gear Auto Repair Marketing Conference in Atlanta, Georgia, from Nov. 29-Dec. 1.
Sponsored by Ford Motorcraft
In this episode, Taran Sodhi, owner of Conceptual Minds, an auto repair shop marketing firm, talks about how he helped Wiygul Automotive rebrand its shop and what shop owners need to think about when considering a refacing of their own.
Sponsored by Ford Motorcraft.
Why are auto technicians in auto repair shops leaving their jobs? In this episode of Ratchet+Wrench Radio, Chris Lawson of Technician Find talks to editor Chris Jones about a Statistica survey that details eight reasons why people quit jobs and what auto repair shop owners can learn.
Sponsored by Ford Motorcraft
In this episode, Ratchet+Wrench columnist Joe Marconi talks about why shop owners need to be objective when interpreting external data and trends while taking a subjective look at the KPIs that impact their auto repair businesses.
Sponsored by Ford Motorcraft
Keith and Liz Perkins of L1 Diagnostics and Programming recount their humble beginning when Keith refused to work for free and was fired from his job only to realize his dream of being a full-time diagnostic tech was waiting for him on the other side.
Sponsored by Ford Motorcraft
Lucas Underwood is the owner of L&N Performance Auto Repair in Blowing Rock, North Carolina. In this series focused on getting to know some of the 2023 Ratchet+Wrench Management Conference speakers, Lucas is going to talk about what he does, what his session topic is about and why you should attend, what excites him about the industry today, and his biggest accomplishments and greatest lessons in business. He also talks about starting his shop and leaving the right legacy.
If you're still not registered for the 2023 Ratchet+Wrench Management Conference, visit rwconference.com and use promo code ChrisJones to get $100 off your registration.
Sponsored by Ford Motorcraft
Darrin Barney is the co-founder of Barney Brothers Offroad and Repair and the CEO of Elite Worldwide. In this series focused on getting to know some of the 2023 Ratchet+Wrench Management Conference speakers, Darrin is going to talk about what he does, what his session topic is about and why you should attend, what excites him about the industry today, and his biggest accomplishments and greatest lessons in business. He's also going to tell you a fun story on leading by example.
If you're still not registered for the 2023 Ratchet+Wrench Management Conference, visit rwconference.com and use promo code ChrisJones to get $100 off your registration.
Sponsored by Ford Motorcraft
Phil Carpenter is the COO of Urban Auto Care and Avalon Motorsports in Denver, Colorado. In this series focused on getting to know some of the 2023 Ratchet+Wrench Management Conference speakers, Phil is going to talk about what he does, what his session topics are about and why you should attend, what excites him about the industry today, and his biggest accomplishments and greatest lessons in business.
If you're still not registered for the 2023 Ratchet+Wrench Management Conference, visit rwconference.com and use promo code ChrisJones to get $100 off your registration.
Sponsored by Ford Motorcraft
In this episode of Ratchet+Wrench Radio, Tara Topel of Topel's Service Center tackles the tough topics of diversity, equity, inclusion and representation. We look at it from the lenses of gender, ethnicity and ability (those with handicaps mentally and physically) and discuss how to encourage education and involvement so that shop owners and their personnel can be mindful of every customer and of one another.
Sponsored by Ford Motorcraft
Lauralee Schmidt is the VP of marketing and operations of Schmidt Auto Care in Springboro, Ohio. In this series focused on getting to know some of the 2023 Ratchet+Wrench Management Conference speakers, Lauralee is going to talk about what she does, what her session topic is about and why you should attend, what excites her about the industry today, and her biggest accomplishments and greatest lessons in business.
If you're still not registered for the 2023 Ratchet+Wrench Management Conference, visit rwconference.com and use promo code ChrisJones to get $100 off your registration.
In this episode of Ratchet+Wrench Radio, J.J. Mont of J.J.'s Auto Service in Waldorf, Maryland, stops by to talk leadership. J.J. is known around his shop for his emotionally intelligent and empathetic servant leadership that aims to get people in the right positions to maximize their potential.
Sponsored by Ford Motorcraft
Chris Knuth owns Star Motors European Service and founded APAC ATI, both in San Juan Capistrano, California. In this series focused on getting to know some of the 2023 Ratchet+Wrench Management Conference speakers, Chris is going to talk about what he does, what his session topic is about and why you should attend, what excites him about the industry today, and his biggest accomplishments and greatest lessons in his years in business.
If you're still not registered for the 2023 Ratchet+Wrench Management Conference, visit rwconference.com and use promo code ChrisJones to get $100 off your registration.
Sponsored by Ford Motorcraft
In this episode of Ratchet+Wrench Radio, our guest is Anthony Bodine of Protech Automotive Services in Johnston, Rhode Island. Today, Anthony discusses why he's a stickler for the details when it comes to the aesthetics of his shop, how he manages the Protech brand, the care his techs give vehicles and how customers perceive his shop.
He also talks about all of the ways he strives for excellence in making his shop a premium place for his customers to do business.
Sponsored by Ford Motorcraft
Most small businesses, such as auto repair shops, focus on customers and sales. Once all the bills are paid and the team members are compensated, there's not enough profit left to build the business—unless you start from the bottom and work backward to discover your real income goal.
Today's guest is Murray Voth of RPM Training. Murray is going to teach shop owners how to do the math that creates a bigger net profit for the shop.
Sponsored by Ford Motorcraft
In this episode of Ratchet + Wrench Radio, sponsored by Cinch, Justin Rae, Founder & CEO of Cinch, sits down with Matt Hudson, Content Director for Ratchet + Wrench, to talk about some of the ways shops can sharpen their marketing strategies through the improved use of data.
Go here to learn more about Cinch and schedule a demo for a free $50 Amazon gift card.
In this episode, Sunil Patel of Tekmetric discusses cybersecurity as it pertains to auto repair shops, the difference in security between on-site and cloud storage, how to secure your shop's data to prevent breaches and unexpected data loss and how Tekmetric is approaching cybersecurity.
Sponsored by Ford Motorcraft
In this episode, Tony Mercury, VP of Revenue at Autoshop Solutions, stops in to talk all things website. We look at how shop owners should approach building and using a website to convert customers, as well as the type of imagery, content and messaging you need to get customers to choose you.
Sponsored by Ford Motorcraft
In this episode, Tim Eisenman, CEO of Torquata, talks about EV tires and whether or not shop owners can and should capitalize on servicing tires as an entry point to capturing EV customers.
Sponsored by Ford Motorcraft
In this episode, Rob Choisser of Choisser Automotive Services in Davidsonville, Maryland, talks about how he got into the industry and the four trademarks upon which he built his shop's culture.
Sponsored by Ford Motorcraft
In this episode, Chelsea McDonald of Certified Transmission in Bellevue, Nebraska, shares her journey into the auto care industry and how she committed to becoming the best service advisor in her shop. She also offers actionable tips for service advisors looking to get that winning edge.
Sponsored by Ford Motorcraft
In this episode, Spencer Carruthers, owner of Kenwood Tire & Auto in West Bridgewater, Massachusetts, tells the story of this historic shop that was once a one-room school and a public library. He also shares insights he's learned about how auto repair shops can capitalize on EV tires as a service.
Sponsored by Ford Motorcraft
In this episode, Susan McGrath of Girlington Garage in South Burlington, Vermont, talks about how she and shop owner Demeny Pollitt began using branded merchandise.
McGrath tells how they choose what to invest in, what customers like, what fell flat, and how it has helped the shop become known in the community.
Sponsored by Ford Motorcraft
In this episode of Ratchet+Wrench Radio, Kevin Oswald, owner of Oswald Service and Repair in Idaho Falls, Idaho, talks about his decision to hire a coach and the difference it made for his shop. He also opens up about changing coaches and why for some owners, a different perspective can add to their growth and success.
In this episode, Kieran O'Brien, co-founder of new CRM Shopgenie, talks about how the pitfalls of auto repair shops and their ability to follow up with online customers. We also discuss how the CRM can help shop owners rake in Gen Z and mobile-first customers with its online scheduling and automation capabilities.
Sponsored by Ford Motorcraft
This week on Ratchet+Wrench Radio, Erin Vaughan, owner of Kinetic Auto Service in Regina, Saskatchewan, stops by to talk about why her shop instituted a four-day workweek and how.
Earlier this spring, Vaughan made the decision and she discusses how she arrived at it, and also discusses:
- How the shop's days and weeks are structured
- Consulting the team and how they've responded to the change
- What she's learned about workflow management in a four-day week
- Whether KPI has been affected and how productivity has changed
- Training her clients and eliminating waiters completely
- Short weeks as a means to attract new talent
- How owners looking to try a four-day workweek can get started
In this episode, Matt Lofton, owner of Strut Daddy's Complete Car Care, discusses one step he's taken toward electrification. Lofton added an EV charger inside his Roxbury, North Carolina, shop and talked about:
- His decision to do so despite being in a rural
- Why he decided to purchase an EV charger
- Which type of EV charger he chose and why
- How he uses the charger within his shop's workflow
- What shop owners need to know about their shops before making the decision to buy one
This episode is sponsored by Ford Motorcraft.
In this episode, Jeremy O'Neal, owner of Freedom Auto Repair and president of Advisor Fix, discusses a service advisor's role in the shop and how the best advisors perform.
He discusses:
- His definition of a service advisor
- How and why he started Advisor Fix
- The characteristics and qualifications of a solid service advisor
- What owners should look for in a service advisor
- How advisors can grow through training
- Why shop owners should invest in front-of-house training
In this episode of Ratchet+Wrench Radio, Andrew Knudsen, vice president of Coventry Motors in Huntington Station, New York, and Dan Vance founder of digital marketing agency Advanced Local talk about digital advertising.
Knudsen and Vance were featured in the January 2023 issue Case Study “How I Invested in Digital Marketing.” The two talk at length about how they met, why Knudsen hired Vance and what shops can learn from their partnership as client and service provider.
You’ll learn the following:
• How Andrew handled his shop’s digital marketing before outsourcing to Dan
• When they pair began working together and why Andrew felt he needed help
• Dan’s process for analyzing a customer’s digital marketing needs
• Common pitfalls that plague auto shop websites
• What strategies Dan used to help Andrew grow his business online
• Why retargeting keywords helped Dan get Andrew the right type of customers
• The difference between programmer and Google ads
• The benefits of outsourcing digital marketing
• Digital marketing versus word of mouth
• How digital agencies shop show owners ROI
In this episode, Alex Dunn from Hailey Auto Clinic in Hailey, Idaho, stops in to talk shop. You may remember Alex's shop from the December 2022 issue of Ratchet+Wrench.
Today, Alex discusses why he chose to custom-build his shop, how he worked with his architect, some of the features he chose and how Hailey runs its day-to-day operations.
In this episode of Ratchet+Wrench Radio, Mark Allen of OEM1Stop talks about how his organization's website can help shops get OEM-specific repair information in minutes.
He discusses:
- How long OEM1Stop has been in service
- Which OEM-specific repair information shops have access to on the platform
- What technicians can expect when using the interface
- How often the information is updated by OEMs
- What the learning curve for using the website and how to best use it
- How OEM1Stop can help techs with advanced repairs on newer vehicles
- How to access the information
- What the fee for service structure is for OEM1Stop
In this episode, Jesse Sammons of Thoroughbred Motors in Ramona, California, talks about the lessons he's learned in his first two years of shop ownership. Jesse opened his auto repair shop—45 minutes from downtown San Diego—during the height of the pandemic in 2020.
Today, he reflects on his career as a technician and the takeaways he got from working at other shops that have helped him succeed in his own.
Jesse discusses:
- Opening a shop during COVID
- His start in the auto care industry
- Working to build a shop that was different from the other shops he had worked at before
- The things he thought would be easy but have proved to be challenging
- Making the mental switch from technician to shop owner
- How he's creating a nurturing work environment for his team
- His philosophy on customer service and his approach to marketing
- How he will lead his shop through the rapid changes happening in California
In this episode, Tonnika Haynes of Brown's Automotive in Chapel Hill, North Carolina, discusses boundaries and expectations. Every shop needs to have a protocol on how to help customers who don't fully understand what shops can and cannot do within reason.
Tonnika discusses:
- Being a second-generation shop owner
- How she decided to get into the industry and taking over her father's shop
- How she manages customer expectations
- How she handles difficult customers
- Helping customers understand the difference between the dealership service model and how independent shops work
- How to set personal boundaries
- How overwork put her in the hospital and why shop owners need to take time off
- Why she loves shop ownership
In this episode of Ratchet+Wench Radio, my guest is R+W columnist Joe Marconi. Joe owned his shop Osceola Garage for 41 years before retiring in 2022. Today, he talks about the things that keep shop owners up at night and other situations shop owners face.
We discuss:
- The 'What if's" that cause anxiety in shop owners
- The responsibility of providing gainful employment and benefits to your team
- How to confront your negative thinking
- How to delegate and break perfectionism
- The importance of creating the right systems and processes for success
- How one-on-one meetings create confidence in a shop owner's vision
- Why shop owners need to be visible and transparent with their team
- How goal setting helps team buy-in
- Why having a plan for emerging tech and sharing it with the team matters even if you're not going to execute it in the near future
- How to always remember what you're grateful for and why you do what you do
In the second installment of this two-part series, Jimmy Lea, product evangelist at Kikui, is back to show shop owners more about developing and growing trust online through Google.
This week, Lea talks about:
- What the sweet spot is for Google Reviews.
- How to optimize the replies you add to customer reviews to help others better find your shop.
- How many positive reviews does it take to grow your star rating?
- Whether Facebook Reviews have more weight than Google Reviews.
- The importance of having a consistent listing across the entire web.
- How much weight Google places on customer reviews in its algorithm?
- An email hack email to get a review and schedule the next service appointment at the same time.
In this episode, Jimmy Lea, product evangelist at Kikui, kicks off this two-part series on how shop owners can develop trust online through Google.
This week, Lea talks about:
- Why shop owners need to pay attention to Google Reviews
- Why obsessing over 5-star ratings isn't the right strategy with Google
- Why shop owners must engage with customer reviews and why Google loves this
- How to report consumer abuse (false reviews)aimed at tanking your reviews
- What is review gating and why it's a bad practice for your shop
- How to properly solicit customer reviews
- How to get optimized Google reviews to attract the right customers
In this episode, Ratchet+Wrench Radio welcomes Tyler Peartree and Jim Nawrocki of Silver Lake Tire and Auto Centers. They discuss how Silver Lake successfully implemented ADAS services and what shop owners need to know about cost, benefits, liability and space requirements.
In this episode, the last in our 2023 Best Workplaces podcast series, our guest is Curt Rock, owner and founder of Curt's Auto Repair in Phoenix, Arizona. He talks about his shop, how he developed his people-focused inverted pyramid leadership style, his hiring process, how he takes care of his technicians and what serving multiple generations of families means to him.
In this episode, the first in our 2023 Best Workplaces podcast series, Will Dunford, chief operating officer at SimplyTRUE Auto Group, talks about the shop, its culture, what makes it an anomaly in the auto care industry and the value of nurturing people (and their families).
In this episode, Rissy Sutherland, CEO and president of Drive Automotive Services, an Atlanta-based corporate office that runs repair shops for all major vehicle brands across six states and under a handful of operating banners, talks shop with host Chris Jones.
Rissy talks about her childhood in her father's auto repair shop, going to tech school as a female, the triumphs and challenges of being a woman in auto care, how she built her business and more.
In this episode, Cathy Heying, founder of The Lift Garage in Minneapolis, Minnesota, visits Ratchet+Wrench Radio to talk about the inner workings of nonprofit auto repair shops. Heying, who was once a social worker, made a career change at 38 in order to help more people in real time.
Here's what we discussed:
- Her time as a social worker
- When she became an auto technician
- The founding of The Lift Garage
- How the nonprofit operates
- How she helps customers understand car care
- How her techs are compensated
- Partnering with outside independent auto repair shops to service her customers
- The challenges of her work that differ from what other shop owners face.
In this episode, Jeff Beck, owner of Beck's Garage in Oklahoma City, Oklahoma, joins Chris Jones to talk about how he got started in automotive, the creation of his shop, his affinity for Route 66-style Americana antique decor, show he trains his team and his love for repairing classic cars.
In this episode, Jesse Jackson, owner of Mango Automotive, talks about her drive to make her brand of auto repair shops a national name. She shares how she got into the auto care industry, getting into her first shop, how she skillfully acquires new shops, her onboarding process and the timeline for full national coverage.
In this episode, Suresh Krishna, CEO of Northern Tool+Equipment stops by Ratchet+Wrench Radio to discuss his company's latest role in helping high school automotive programs. Through Tools for the Trades, students get to use professional-grade tools found in auto repair shops to learn about the industry and work on vehicles.
Suresh also discusses Northern Tool+Equipment's partner in the program, NASCAR legend Richard Petty and how he got involved with the program.
In this episode, ASA Washington, D.C. representative Bob Redding visits Ratchet+Wrench Radio to talk about a variety of Right to Repair topics. We discuss:
- Stellantis and its new business focused on monetizing consumer vehicle data.
- What's going on behind the scenes in Washington, D.C., with Right to Repair advocates and OEs.
- What the automotive aftermarket can do right now to show its support.
- Why 2023 is a pivotal year for Right to Repair legislation.
- What the automotive aftermarket can learn from the Farm Bureau-John Deere memorandum of understanding in agricultural Right to Repair.
- What's next for Maine's Right to Repair advocates now that the signature threshold has been met.
If you attended the 2022 Ratchet+Wrench Management Conference, you were treated to a Texas-sized conference in downtown Arlington, Texas with over 30 sessions, top-flight presenters and many networking opportunities.
This year, the Ratchet+Wrench Management Conference is in Aurora, Colorado, from September 21-23, 2023 at the Hyatt Regency Aurora Conference Center. And much like conferences in the past, here's what you can expect from the 2023 Ratchet+Wrench Management Conference:
- Three days of learning from industry experts and peers
- Over 30 strategy sessions focused on improving your business
- Dedicated networking to build high-value connections
- Unlimited opportunities for personal growth
Registration is now open, AND we're holding a call for speakers this year. This means you or someone you know and admire can be recommended to speak at the 2023 conference.
We want fresh faces, new ideas and topics that matter to you right now and in the future.
Deadline to submit or nominate: MARCH 1.
The online form is open to shop owners, vendors, and other stakeholders to nominate speakers, suggest session topics, and guide the direction of the 2023 event.
Click here to view the submission form and nominate a speaker or suggest a session topic.
Click here to register as an attendee for the 2023 conference.
In this episode, Brad Fink of Christian Brothers Automotive talks about how shops can weather a potential recession. He shares his experiences as a shop owner and as a leader within the franchise on how he's approached economic tightening through conservative business practices while continuing to give to customers and the community.
In this episode, Chris Salvo of Electrified Garage talks about how shops should ready themselves for electrification. He shares insights from his career working with Tesla and offers ways shop owners can start getting their technicians up to speed on understanding EV parts and maintenance.
This week, we talked to Jimmy Alauria, president and shop owner of 3A Automotive Service and co-founder and CEO of Victory Teambuilding Group. He discusses the findings of a survey he created that polled technicians about what they really want from an auto repair shop.
In this episode, Chris Lawson of Technician Find, an agency that helps independent auto repair shops find qualified technicians through digital ad campaigns, joins us to talk about his company. We discuss why shops need to change their hiring narrative, ways to write effective job ads, and how Technician Find's clients have made the service work for their shops.
In this episode, Travis Troy of Honest Wrenches in Des Moines, Iowa, talks about why he and business partner Josh Mullins hold culture within their shop in high esteem. He opens up about his methods, such as family outings, team outings and even cooking for his team members, why culture matters internally and externally, and how to lead the way as a shop owner. Lastly, he dives into another facet of Honest Wrench's culture, customer service, and why attention to detail helps his service advisors treat customers with exceptional care.
In this episode, we talk to Tim Suggs and Rachel Grewell of Turbo Tim's Anything Automotive in Minneapolis, Minnesota. We talk about how Tim got started in automotive, his love for cats, big shops, and his community. We also discuss how Rachel decorated the shop, some of its eclectic and fun touches, how they train the front and back of the house, their shop culture, and more.
In this episode, Chris Cloutier of Golden Rule Auto Care and autotext.me visits Ratchet+Wrench Radio to discuss personal mission statements. Many shop owners have a detailed and comprehensive vision for the health and growth of their shop, but how many also apply this to their personal lives where all of that drive stems? Chris breaks down his four pillars for developing a personal mission statement and tells how you can use a personal mission statement to be your external governing compass in all of your decisions making personally and professionally.
In this episode, Chris Knuth of APAC ATI stops by the show to talk about how his nonprofit auto technician training program can help shops across the country with labor shortages. He shares the background of the organization, how it finds technicians to train, and how auto repair shops can work with him.
In this episode, Chris Knuth of APAC ATI stops by the show to talk about how his nonprofit auto technician training program can help shops across the country with labor shortages. He shares the background of the organization, how it finds technicians to train, and how auto repair shops can work with him.
In this episode, Mitch Moncur of Denny's Auto in Riverton, Utah, talks about how he finds, trains, and develops high school-age apprentices to be shop-ready by their graduation date.
In this episode, Mitch Moncur of Denny's Auto in Riverton, Utah, talks about how he finds, trains, and develops high school-age apprentices to be shop-ready by their graduation date.
In this episode. Ratchet+Wrench Editor Chris Jones catches up with Lauren Beaulieu, VP of Advance Professional, Worldpac, Carquest, and Autopart International. They are to revisit a story from the June 2022 issue of Ratchet+Wrench on TechNet Impressions and talk about what's new with the program.
In this episode, Kim Conti, VP of product for RAIN Agency, talks about her company's new disruptive shop technology, Ortho. This voice assistant will increase the speed at which techs work by eliminating unnecessary back-and-forth computer searches replacing them instead with voice commands.
This week, EBM Digital Editor and ADAPT Podcast host Hanna Bubser talks about what ADAPT is and why forward-thinking shop owners should care about it. We dive into its differences from Ratchet+Wrench and how to find and access all of its content.
Subscribe: ADAPT newsletter
Listen: The ADAPT Podcast
Learn: ADAPT Automotive website
In this episode, Daniel Gonzalez of Boudreau's Auto in Holliston, Massachusetts, tells how he went from technician to shop owner during the pandemic, and about relocating from Texas to Massachusetts to open his shop (and the lessons he learned).
This week, Mickie Kennedy, founder and president of eReleases, the small business leader for press release distribution, joins editor Chris Jones on Ratchert+Wrench Radio. Mickie is an expert at helping small businesses increase their visibility and credibility and he’s here today to share some valuable insights on why more shops should use press releases to draw attention to their shops.
[2:28]: What is a press release?
[3:40]: How to know if your shop's stories are newsworthy (including a funny repair shop case study)
[10:37]: Leveraging community news resources
[13:52]: Tips for writing our press releases (or hiring someone else to do it for you)
[14:48]: Press release distribution etiquette tips
[19:23]: Success tips
In this bonus episode of Ratchet+Wrench Radio, Bob Redding, the Automotive Service Association’s Washington, D.C., representative, joins editor Chris Jones for a look at how California's decision to become a zero-emissions state by 2035 will affect the automotive aftermarket. We also discuss the significance of the decision by the California Air Resources Board to intervene on behalf of independent repair shops to provide ongoing access to information.
In this episode, David Boyes joins Ratchet+Wrench editor Chris Jones to talk about his company’s app, Today's Class, an online learning organization that has been supporting the automotive industry for more than 20 years. If you recall, Boyes was highlighted in the August issue Breakdown, A Classroom in Your Pocket.
We discuss:
- (0:06): What Today’s Class is and how it works
- (3:15): What the time commitment looks like
- (5:21): The science behind app-based learning
- (7:19): The features of the app
- (12:10): The value for shop owners
- (17:01): Feedback Boyes has received from shop owners
- (18:05): How the app’s gamification feature encourages learning
- (20:06): How to get Today’s Class
In this episode, Carolyn Coquillette talks about how she founded Shop-Ware while running her shop, Luscious Garage.
We discuss:
- (1:15): The pain points that conceived the idea for Shop-Ware
- (4:45): Going from analog to digital platforms in her career
- (5:48): Why shops are hesitant to go full digital on software
- (8:35): How she decided to create software for the industry
- (16:01): What's under the hood of Shop-Ware
- (21:09): The importance of tracking KPI and using the right software
- (23:23): Is scalability a factor in choosing software?
- (25:40): What to look for in shop management software
- (29:00): What Carolyn loves about helping shop owners grow
Deanna Bumgardner from Employer's Advantage LLC joins Rartchet+Wrench Radio to talk about why shop owners need employee feedback to build better shops and how to get people talking and sharing ideas. If her name sounds familiar, she was in the July issue story, "How to Get Authentic Employee Feedback."
We discuss:
- (0:58): The benefits of asking for feedback
- (1:45): Why shop owners struggle to get feedback
- (3:15): How to create a culture of openness
- (5:35): What happens when leaders negatively react to feedback?
- (7:00): How feedback can help shop owners identify thought leaders
- (8:26): What happens when employee feedback isn't valued?
- (9:45): Addressing employees' fear of repercussion
- (11:46): The 'Start, Stop, Continue' feedback loop
- (14:21): Other ways to get employees to share feedback
- (15:40): The benefits of outsourcing HR for help.
In this episode, Alex Bunkers, head of operations at Tekmetric, joins Ratchet+Wrench to take a deep into a whitepaper she wrote called, “Quantifying Inefficiencies in Your Shop,” which is aimed at “helping shops maintain a strong awareness of every aspect of the shop, from inventory management to proactively keeping up with KPIs.”
We'll discuss:
- (0:53): An overview of the whitepaper
- (2:30): Analog shops and how they keep records
- (4:08): Benefits of using shop management software
- (5:39): A case study on Mike's Auto Repair
- (7:19): Should any shop not be on a digital platform in 2022
- (8:08): The most important and most overlooked KPI
- (9:52): 3 Steps to promote shop growth
- (14:58): How to improve shop workflow
- (15:57): Tracing trends and proactive metrics
- (17:48): Long-game strategies for applying shop data
- (18:16): What shops lose by not tracking KPI.
In this episode, Jennifer and Tony Ringham of Precision Imports, featured in the August 2022 story, "Keeping It Rural," offer a closer look at the life and work of rural shop owners and how they make it work.
Jennifer and Tony have been servicing European cars since 2006. Tony is a graduate of Universal Technical Institute in Chicago, where he graduated first in his class and finished first in his class in the Mercedes-Benz Star certification graduate program.
Jennifer joined Tony in the business in 2018, where she wears multiple hats such as owner, service writer, parts manager, workflow specialist, car porter, and marketing director.
We discuss:
- 1:40: The shop's history and Tony's background
- 4:30: The shop's layout and design
- 9:05: The investment they've made in the shop
- 11:30: How business is going for Precision Imports
- 12:45: How they're marketing and promoting the shop
- 16:35: The appeal of the rural shop
- 19:05: How they train their technicians
- 21:05: Their position on EVs and emerging tech
- 27:35: Their customer service philosophy
- 31:55: How they use text messaging to ease the customer's mind
- 37:05: What they love about shop ownership
In this episode of Ratchet+Wrench Radio, Cecil Bullard of the Institute for Automotive Business Excellence stops in to discuss how shop owners can overcome the technician shortage. Cecil discusses:
- Why raising labor rates is necessary to attract top talent
- A simple formula to raise rates today
- The need to create a career path for today's technician
- The importance of having the right atmosphere and benefits
- Why shops should proactively get involved in student programs
- Self-assessing your business model
- Why you need to constantly be recruiting
- The silver lining
Find us on social: Chris | Cecil
As more EVs begin to enter the mainstream car parq, knowledge of how to work on those vehicles is becoming critically important for shop techs to have. Northeast State Community College in Blountville, Tennessee, recently received a near-$350,000 grant from the National Science Foundation to integrate EV technology training into its curriculum to ensure local techs are getting that information.
Donna Farrell, Northeast State dean of technologies, and Ernie Morelock, automotive department chair, join Digital Reporter Hanna Bubser to discuss what the grant means for their college and why EV technology training is vital for today's techs.
This week on Ratchet+Wrench Radio, Ben Johnson of Mitchell 1 joins the show.
Ben is the director of product management for Mitchell 1 and is responsible for managing Mitchell 1’s portfolio of products for the motor vehicle industry. He maintains several ASE certifications and is a member of the Society of Automotive Engineers (SAE) International. He currently serves on the Auto Care Association’s Tool & Equipment and Emerging Technologies committees, and on the executive council at the Automotive Aftermarket Suppliers Association (AASA) Technology Council. He is a frequent presenter at industry events, speaking on ADAS and emerging automotive technologies.
Today, Ben will talk about the fear and uncertainty surrounding electrification and how shops can prepare to offer services for EVs and ADAS-equipped vehicles.
Welcome to Ratchet+Wrench Radio, your podcast for strategies and inspiration for auto care success. This week, Josh Davis, chief revenue officer at MailShark, joins host Chris Jones as they take a deep dive into a new auto care industry customer survey Mail Shark conducted called Cracking the Code. We'll talk about:
- How they gathered the data
- What they learned about consumers and trust as it pertains to shops
- Why trust is changing
- One trust factor shop owners must fix today
- How DVI factors into consumer trust and perception of repair shops
- Demographic, economic, and generational factors regarding trust
- Whether 5-star Google ratings help or hurt shops in the eyes of consumers
- Habits of high-income customers
- Marketing tips for shops
Get your copy of the survey.
The ongoing Right to Repair legal battle in Massachusetts has been a fixture in automotive aftermarket headlines for almost two years now, and a lot has happened since state voters approved the measure on the November 2020 ballot. A decision could be coming down this Friday, but after numerous delays, it would come as no surprise if it were delayed again.
Nevertheless, Friday is an important day for the aftermarket. We’re dipping back into the podcast archives to revisit a conversation from last month on the ADAPT Podcast with Aaron Lowe, senior vice president of government and regulatory affairs with the Auto Care Association, about what’s at stake in the decision and why shop owners outside of Massachusetts should care.
This week on Ratchet+Wrench Radio, Chris Jones talks to Autoshop Solutions CEO Margaret Palango about the ins and outs of on- and off-page SEO and what shop owners need to know about drawing customers from the web.
In this episode, Ratchet+Wrench Editor Chris Jones and Guy Robers of Sales Fix Academy dive into the inner workings of Sales Fix Academy, what service writers need to do to increase sales and boost profit, and why a highly-trained service writer matters to the health and success of the shop.
In this episode, Ratchet+Wrench editor Chris Jones talks to Shopmonkey founder Ashot Iskandarian about his back story, how and why he created Shopmonkey, his passion for hot rods, and his thoughts on now being a shop owner himself.
In this episode, Ratchet+Wrench editor Chris Jones and guest Aaron Stokes talk about how and when shops should prepare for electrification. The conversation then turns to marketing and how shops can build their brand image and voice through the ways they market within their communities and service regions.
In this episode of Ratchet+Wrench Radio, David Avrin of The Customer Experience Advantage joins host Chris Jones to talk about how shops should focus on the customer journey to become incredibly easy to do business with.
In this episode, I talk to Sunil Patel, founder of Tekmetric, one of the industry's leading shop software platforms. We dive into his back story as a shop owner and what led to the creation of Tekmetric. We also take a peek under the hood of the software and discuss why shop owners need to find a shop management platform if they want to build to scale.
Are you ready for Stokes Second Tuesday?
I'm sitting down with Ratchet+Wrench columnist and founder of Shop Fix Academy Aaron Stokes to talk about how to grow your business through car count. If that sounds familiar, his March column bore the same name and we're going to be unpacking all of the concepts within the column to give you a fuller picture.
My guest today is Michael Tougias, author of the book, "No Will Set You Free." He's going to talk about why have a hard time saying no---especially at work---and how using this simple word can help managers and employees reclaim time and boost productivity without feeling like jerk.
On this week's episode of Ratchet+Wrench Radio, Paul Hodowonik talks to Dan Garlock and Matt Oldenburg of Silver Lake Auto and Tire Centers and our winner of the large shop best workplaces.
On this week's episode of Ratchet+Wrench Radio, Paul Hodowonik talks to Richard Brauer, co-owner of 59 Auto Repair and our winner of the medium shop best workplaces.
On this week's episode of Ratchet+Wrench Radio, Paul Hodowonik talks to Bill Greeno, co-owner of Quality Automotive Servicing and our winner of the small shop best workplaces.
Today I'm joined by Andrew Marcott, the general manager of American Pride Automotive. He's among the next generation of shop leaders. We talked about: * His work at American Pride Automotive. * What the Biden Administration's commitment to EVs means for shop owners and technicians. * Young technicians as digital natives and the advantages of that. * Becoming an early adapter to change and technologies the auto industry. * Why shops need to embrace the digital age and how younger customers engage. * Bridging shop and community. * What barriers to entry young millennial/Gen Z shop owners face. * Why now is a good time to be in the auto service industry.
Today, we're going to learn about Southern Maine Community College, which has launched an EV repair program giving technicians hands-on experience working with and repairing electric vehicles. We talk to Ruth Morrison, director of the auto department at SMCC. She joins the show today to share how the program came about and why having something like it is so important for the health of the aftermarket.
Rajeev Kapur, author and CEO of 1105 Media, joins Ratchet+Wrench Radio to talk about how businesses need to evolve to meet the demands of the new workforce.
Kapur explains actionable ways for leaders to ensure that the employment they provide is more than just a paycheck. His new book is called Chase Greatness: Enlightened Leadership for the Next Generation of Disruption.
Staff writer Paul Hodowanic chats with Ratchet+Wrench columnist and industry coach Joe Marconi about the recent sale of his business. Marconi opens up about the evolving nature of his exit plan and discusses every angle of how to go about it whether you're selling to an outside buyer or passing it down to a longtime employee or family member.
Whether you've owned your shop for one year or 50 years, Marconi says every business needs an exit strategy and he shares tips on how to create one.
Digital Multimedia Editor Noah Brown is joined by AutoinsuranceEZ's Laura Adams to discuss the organization's latest finding that EVs are less likely to catch on fire than ICEs or hybrids.
Brown and Adams also discuss why shops should still maintain a safe work space that can lower the chance of fires.
Back in September, Jiffy Lube launched a pilot program testing a complete service package for electric vehicles.
Jiffy Lube President Edward Hymes and Marketing Director Sara Smith join the show to talk about the success of the program over the last few months and how they see themselves fitting into an electric-focused future.
Scared to let someone go or confront a so-called "cancer" in your shop? In this week's Ratchet+Wrench Radio episode, columnist Aaron Stokes walks through his process for documenting misbehavior and, if necessary, letting that team member go successfully.
Join AutoZone's Tim Hecklinski as he discusses the past, present, and future of ordering parts online. For more information, please visit autozonepro.com.
This week's episode contains snippets of some of our best and most listened to interviews of the year.
First up, editorial director Anna Zeck chats with Dynamic Automotive's Dwayne Myers to learn how shops can approach the sensitive topic of price and avoid making customers feel vulnerable, overwhelmed, or taken advantage of.
Then, William Ferreira, a go-to repair defense specialist, explains how to bridge the gap and build an attorney relationship that's well worth the investment.
Finally, columnist and Shop Fix Academy founder Aaron Stokes discusses hiring tips to take into the new year and why you might be holding your hiring potential back.
Staff Writer Paul Hodowanic chats with body shop owner Louie Sharp about his battles with PTSD and childhood trauma as the two embark on a larger discussion about mental health among shop owners. Thought to be one of the most stressful last two years for business owners in modern history, the discussion yields plenty of strategies shop owners can use in their own lives to ensure their mental health is strong.
With supply chain disruptions making headlines and headaches this year, it's a good time to take a closer look at what makes a great relationship between operators and suppliers.
Adam Tatum, director of operations at the Virginia Group, a Jiffy Lube franchisee based in the east coast, joins the podcast to talk about his best practices for maintaining great relationships in the industry.
Derek Kaufman, managing partner for Schwartz Advisors, chats with Digital Multimedia Editor Noah Brown about all things telematics: What they are, how they've changed over the last couple of years, and how your shop can use the technology in the coming years.
Editorial Director Anna Zeck welcomes Ratchet+Wrench columnist and Shop Fix Academy Founder Aaron Stokes to the podcast to discuss how to optimize the time between Christmas and the New Year. Stokes shares what every shop owner should be doing before the start of the new year and how to set yourself up for success heading into 2022.
Christina Ross, president of Silver Frog Marketing, joins Digital Multimedia Editor Noah Brown to outline what makes a good digital marketing campaign and how to effectively employ one for your shop.
Editorial Director Anna Zeck caught up with Shop Fix Academy Founder and Ratchet+Wrench columnist Aaron Stokes to discuss hiring and recruiting. Zeck and Stokes discuss how shops should present themselves, how to act as your best self and how that affects your ability to get the best team members. Stokes identifies what you could be doing wrong and how to fix it.
Tekmetric Co-Founder Prasanth Chilukuri joins staff writer Paul Hodowanic from the 2021 AAPEX Show to briefly discuss Tekmetric's new developments before having a longer discussion on technology and its integration into the repair business.
10 Missions Media Editorial Director Anna Zeck spoke with Vice President of Content and Events Bryce Evans about what exactly the ADAPT Automotive Technology Summit is, what you can expect while you're there, and why the event is so important for the automotive aftermarket. Spots are still open for the Summit! Register online at adaptsummit.com/register.
Pete Baldine, President of Moran Family of Brands joins Editorial Director Anna Zeck to discuss the company’s commitment in adding veteran owners and employees and the value they bring to the system.
Moran Family of Brands, one of the nation’s leading automotive repair franchises, counts 14 United States veterans among its 120 total franchisees. Moran franchise owners have been enlisted in the Army, Navy, Air Force and Marines branches of the military, as well as the national guard.
Editorial Director Anna Zeck chats with Matt Lachowitzer, owner of Matt's Automotive, a multi-shop operation in Minnesota and North Dakota. Lachowitzer was honored as the 2021 Ratchet+Wrench All-Star Award Winner and caught up with Anna at the Ratchet+Wrench Management conference earlier this year. Their conversation dives deep into the culture Lachowitzer has built and gives tons of great tips on how to build a winning culture.
Editorial Director Anna Zeck chatted with David Askwith, director of operations for the Maryland based-Auto Stream Car Care. Anna and David chat about his journey to a management role and the mistakes and great decisions he made along the way. Askwith provides perspective on what he would do differently, giving great advice for anyone trying to become a manager themselves or for a shop owner who is looking for a manager.
Editorial Director Anna Zeck chats with Ryan Hillenbrand, owner of Urb's Garage and Shop Fix Academy coach, about how to maximize your shop's marketing during Q4. Zeck and Hillenbrand discuss how to make sense of all your options to make sure you're getting the bang for your buck.
How much time is too much time to spend on your business?
Editorial Director Anna Zeck chats with Brian Sump, owner of Urban Autocare and Avalon Motorsports, about finding a successful balance that will led to the best business results. Recorded at the 2021 Ratchet+Wrench Management Conference, Zeck and Sump also touch on some of the highlights of Sump's keynote speech.
Shana Steigerwalt, president and founder of Modern Driven Media, discusses tips and tricks for taking on social media as a shop owner. This podcast is sponsored by BOLT ON TECHNOLOGY. To learn more, visit boltontechnology.com.
For many repair shops, business is booming. But it won't forever. Shop Fix Academy Founder Aaron Stokes explains why now is a perfect time to plan for the future, so when the downturn comes, you're ready.
Jeffrey Roy, owner of Primary Care Auto Repair and 2021 Ratchet+Wrench All-Star Award Runner Up, joins the show to discuss his operation, the lessons he learned from nearly closing his business and what he's doing now to ensure that doesn't happen to others.
Last week, Ratchet+Wrench All-Star award winner Matt Lachowitzer joined to show to discuss his journey. This week we are talking with one of our runner ups, Lucas Underwood of L&N Performance Auto Repair. Underwood has a really interesting story and is becoming a rising voice in the industry helping shops across the country grow in the process. We chat about that and plenty more about his journey.
Matt Lachowitzer, owner of Matt's Automotive Service Center and winner of the Ratchet+Wrench All Star Awards, joins associate editor Megan Gosch to discuss his operation and what has made him successful. If you haven't already, check out the full feature on Lachowitzer here.
Understanding what makes a good customer experience is as much about learning what to do as it is learning what not to do.
Editorial Director Anna Zeck chats with Jimmy Alauria, owner and president of 3A Automotive in Phoenix, Ariz., about her past experience with repair shops, giving a unique perspective about what an actual customer is looking for. What went well? What didn't? And why did she choose to leave her shop for somewhere else?
Unfortunately bad news is an inherent element of the auto repair experience for most customers. But how exactly do you break bad news without overwhelming your customers or tanking the customer experience? Customer service expert, speaker and author Jeff Toister explains how to be the bearer of bad news without sacrificing customer relationships.
The transition from single store to multi-shop operator requires plenty of strategy and shop owners who plan ahead can still find themselves blindsided as their expansion gets underway. So, how exactly can you begin preparing for that growth well in advance? Shop Fix Academy founder Aaron Stokes shares his own journey and key lessons learned as he grew his business, the staffing strategies that typically catch shop owners off guard, and the mindset shop owners will need to tap in order to set their growing operations up for success.
Mark Seawell, advisor training director for RLO Training returns to the podcast for Part 2 of a conversation on maximizing work opportunity. Seawell goes through the different customer levels and how that affects how a shop should work with them in order to get the most work possible.
If you haven't listened to Part 1, make sure to listen to that too. The episode was released July 13.
A recent Ratchet+Wrenchsurvey found that the average repair shop customer is willing to settle for a less than impressive customer experience. In this week's episode of Ratchet+Wrench's Inside the Consumer's Mind podcast series, editorial director Anna Zeck chats with Ryan Clo of Dubwerx to talk about navigating a negative customer experience, managing customer expectations, and how customer trust is made and lost at the counter.
In this first episode of Ratchet+Wrench's Inside the Consumer's Mind podcast series, editorial director Anna Zeck chats with Dynamic Automotive's Dwayne Myers to learn how shops can approach the sensitive topic of price and avoid making customers feel vulnerable, overwhelmed, or taken advantage of.
What exactly leaves customers to settle for a below-average repair shop experience and what can shops do to stand out from the crowd and win them over?
Shop Fix Academy founder and shop owner Aaron Stokes explains with insight on the two-pronged approach he says is key to win customers over.
Mark Seawell, Advisor Training Director for RLO Training, discusses what shops can do to build trust with customers and have to convey that into bigger sales and thus a larger ARO. Seawell will be featured in an upcoming issue of the Ratchet+Wrenchmagazine, so stay tuned for more on the topic.
Right now, shops across the country are experiencing all-time high car counts and ticket averages. But as business picks up, does your shop have the processes to match?
Desert Car Care's Frank Leutz explains why the devil is in the details, how to protect your processes as you grow, and how improper documentation could be truly costing you.
When it comes to auto repair, there's an education gap. Few attorneys understand the challenges shop owners face in their day-to-day operations, and as vehicles become more complex, the need to have a savvy legal pro in your corner has only become more urgent.
William Ferreira, a go-to repair defense specialist, explains how to bridge the gap and build an attorney relationship that's well worth the investment.
When it comes to preparing for and investing in electric vehicles, are you better off jumping in or sitting back?
Aaron Stokes, 20 year industry veteran and founder of Shop Fix Academy explains how he's approaching a future shift to EVs, including the metrics he's measuring in his own shops and the factors he's tracking along the way.
You've probably heard all about the value of platforms like Facebook and Instagram when it comes to building business and making connections ... but what about LinkedIn?
Desert Car Care's Frank Leutz explains how the platform's algorithm can deliver an unexpected ROI, how to access and connect with second and third-tier audiences, and how to leverage the support of key influencers in your market.
Matt Wojsaik, shop manager at Utires — which operates two repair locations in the Chicago area — details the results of a study that the company recently conducted. Wojsaik shares the most common reasons consumers avoid the mechanic and some solutions to solve those issues. Wojsaik also reveals the top repairs that consumers hold off on the longest along with much more from the survey.
Hiring and firing are actions all shop owners must maneuver, but may struggle to master.
Roxi Bahar Hewertson, a consultant, business expert and author of books like "Hire Right, Fire Right: A Leader’s Guide to Finding and Keeping Your Best People," shares her tips for setting yourself and your team up for success through the hiring process, as well as how to be thorough and respectful when it's time to let somebody go.
Megan Williams, co-founder of 3P Marketing Solutions, talks with associate editor Mike Munzenrider about what makes a successful social media marketing strategy.
While Williams approaches things from a collision repair perspective, listeners across the repair industry will hear some great tips for making the most of your social media efforts
With a boost in post-COVID repair shop business, shop owners are facing fresh pressure to hire and retain talented technicians.
Monthly guest and ShopFix Academy founder Aaron Stokes explains why now is the time to invest in your shop's talent before they get a better offer.
Joel Milne, CEO of RepairSmith, joins the show. RepairSmith is a full-service mobile repair business that is rapidly expanding along the west coast. Milne shares insights on how the company is growing, where it hopes to be in the next few years, and some really great information on the little intricacies of running a mobile repair business and how it all works logistically.
How do your customers feel about your shop? What is their emotional connection to your business and its role in their lives? And ultimately—what does that mean for your bottom line?
Desert Car Care's Frank Leutz explains how shop owners can maximize their emotional impact by aligning the physical and digital customer shop experience in a post-COVID culture.
For Levon Arnold, owner of Long Arm Mechanics in Garden City, Idaho, community outreach is more than a goal. It's been built into his shop's day to day procedures through its own 501C3 program.
Tune in to learn how Arnold went about launching the program, some of the challenges faced along the way, and how the program has been incorporated into the shop's every day workflow.
A tired, outdated operation can have a bigger impact on your shop's bottom line than you may realize.
Shop Fix Academy founder Aaron Stokes breaks down the remodel process and how shop owners can gauge if it's time for a few simple upgrades or a full refresh, as well as a few inexpensive tricks for simple maintenance that can make an impact.
Howie Berman, executive director for the American Council on the Teaching of Foreign Languages, joins Ratchet+WrenchRadioto discuss the increasing importance of catering to a multilingual customer base.
You don't have to be a YouTube influencer to make the most of your video content.
From automated captions and thumbnail images to comment management and video descriptions that tell a story, Frank Leutz, owner of Desert Car Care in Chandler, Ariz., shares a few key tips for making the most of your video content that can help new users discover your shop.
Bolt On Director of Education John Burkhauser discusses driving and appointment trends of the second COVID summer and what shop owners can expect (and how to prepare) for an influx of used vehicles.
What exactly is geofencing? How does it work and why is it such a powerful marketing tool?
Megan Williams, co-founder of 3P Marketing Solutions, a digital marketing company, breaks down the details of this powerful marketing tool and explains how shop owners can add the resource to their marketing efforts.
Working interviews can help you find your best new hire, but there are some caveats to keep in mind in order to make the most of the process.
Greg Bunch, owner of Aspen Auto Clinic, founder of the Transformers Institute, and winner of this year's Best Workplaces, shares a few key tips his team has learned through the years when it comes to holding working interviews.
Plenty of shop owners in a hurry to expand their operations, but advantages of running a small operation are often overlooked.
This week, as the owner of his own small shop, Aaron Stokes highlights the hidden perks of running a small shop and how "thinking small" can help boost efficiency for shops of all sizes.
In this episode of Ratchet+Wrench Radio, Greg Skolnik, industry coach and owner of Motor Works auto repair in Rockville, Md., speaks to the importance of setting up a retirement account for employees.
Skolnik dives into the competitive advantage it offers the company and why he sees it as an essential business practice moving forward.
In this special promotion from BOLT ON TECHNOLOGY, John Burkhauser surveys the contemporary training landscape and provides insight as to why you should train everyone on your staff (even if they leave).
John ‘JB’ Burkhauser is an Auto Repair Specialist with over 35 years of experience, from A-Level and ASE Certified Master Technician, Shop Foreman, Advisor and Shop Manager, to Automotive Trade School Instructor and Technical Writer. He currently serves as the Director of Education at BOLT ON TECHNOLOGY, where he coaches independent and franchise repair facilities on how to grow their business through best practices and everyday technology, resulting in increased car count, repair order revenue, and customer trust. JB is also a highly sought after industry thought leader who has been published in both the US and Europe.
In a world that can be filled with rejection, how can you break past the internal gatekeepers that can block your path to potentially powerful business partnerships? From email introductions to cold call policies and the power of spearheading your own media production, Frank Leutz, owner of Desert Car Care in Chandler, Ariz., has a few strong ideas.
From the latest round of PPP to employee retention credits, Eric Joern, a James Hamlin & Co. accountant with a focus on the automotive industry talks through the latest legislative updates shop owners should keep top of mind as they prepare their 2020 tax filing.
Some months are bound to be busier than others, but a slow period doesn't have to be a total loss.
Rather than ride out a historically slow time of the year, Shop Fix Academy founder Aaron Stokes explains why now is the time to grow the business by fine-tuning your operations in preparation for busier days ahead.
Jeff Baker, owner of Local Wrench in Belfair, Wash., shares how his local auto repair shop has extended a helping hand during the COVID-19 pandemic. From hosting field trips for the local youth to running fun social media contests, Baker has kept his community top of mind. Baker shares his story and how he hopes it can influence others to do the same.
From the Biden administration's plans for a zero-emissions federal fleet to General Motors' move to sell only zero-emission vehicles by 2035, the future is looking electric. But what could a future filled with EVs mean for the general repair industry?
In the latest episode of Ratchet+Wrench Radio, Frank Leutz, owner of Desert Car Care in Chandler, Ariz., discusses what the transition could include and some of the changes shop owners should keep on their radar as they plan for the future.
Nearly a year after COVID-19 first began making headlines, the virus continues to impact the way most small businesses operate. With more customer interaction happening online than ever before, the pandemic has also left its mark on the way customers write and search through online reviews.
But what exactly has shifted in the digital review landscape and why? Brett Steele, director of auto services for Podium, breaks down the trends business owners should keep on their radar.
After a year filled with ups and downs, it may be hard to find the energy to kickstart those goals and plans for the new year ahead.
For Aaron Stokes, founder of Shop Fix Academy, finding fresh motivation is all about surrounding yourself with the people, resources and environments that inspire you.
Stokes talks tips in spotting the factors that may be draining your motivation, tapping networks that will offer fresh perspectives, the resources that can fill you with new energy and the reason for finding and leaning into the unique combination that works best for you in today's episode of Ratchet+Wrench Radio.
This week's episode is part two of our conversation with Dynamic Automotive CEO Dwayne Myers. If you missed part one, don't worry, we recap the highlights, but you can also listen to it at ratchetandwrench.com/podcasts. This episode picks up after the financial crisis of 2007 and Dynamic's issues with their new larger bank. Learn how partners Dwayne, Lee and Jose picked up the pieces, fought back and ultimately pulled themselves out of debt, going on to create a world-class, industry-leading shop operation.
Year-end planning. It may not be fun but it is a critical process to master when it comes to a shop's ultimate success.
From setting net pay to renegotiating your shop's lease to understanding the ROI of your shop's marketing efforts, monthly podcast guest Frank Leutz, owner of Desert Car Care in Chandler, Ariz., breaks down how to manage the weekly, monthly, quarterly and annual planning steps shop owners can take to stay on top of year-end planning and keep up with it all year long.
If you've met Dwayne Myers or his partners at Dynamic Automotive, Lee and Jose, you know they're salt-of-the-earth people. Gracious, kind, funny, not to mention the owners of a killer operation. But that hasn't precluded them from tough times. In fact, in 2007 and 2008, they went through a period that nearly destroyed them. It was a period so destructure it moved past burnout into nearly a midlife crisis. In part one of this story, Dwayne breaks down the beginning of the issue that continued to steamroll, and how growing too quickly played into the problem.
According to Greg Bunch, running five stores is easier than running one. It's a phrase he wholeheartedly believes and also lives, but that doesn't mean it's been easy to reach that point. Growth can be painful, financially, of course, but also emotionally. Throughout his time owning Aspen Auto Clinic, Greg has experienced it all, and through his work with Transformer's Institute, he's helped countless shops through their own struggles. Greg breaks down how he's been able to push past his own burnout to grow, eventually creating the job he's always dreamed of.
It's not easy to get back on the horse, as the saying goes. The same applies to business ownership. After years of ups and downs, how do you find not only the motivation, but also the enthusiasm, to keep moving forward? That's what we talked to Autobahn Automotive owner and Ratchet+Wrench online columnist Dave McClung about recently. He shares how he lost enthusiasm for the shop, and how he found his way back, to incredible success.
One of the most difficult aspects of dealing with burnout is that it's not always easy to spot—sometimes until it's too late. Urb's Garage owner Ryan Hillebrand has experienced his fair share of burnout throughout the ups and downs of managing his Kentucky shop. However, in recent years, he's made a concerted effort to learn the warning signs and come up with easy, repeatable processes to stave off potential burnout. He's here today to explain those processes and share how to figure out exactly what works for you.
Feeling unmotivated, exhausted and overwhelmed? Us, too. That's why this month, Ratchet+Wrench Radio will focus on the topic of burnout, talking to industry insiders about their experiences with it and how to overcome that feeling of exhaustion. Up first is Aaron Stokes, Ratchet+Wrench columnist and AutoFix owner. In this episode, you'll learn about how Aaron's ups and downs in the industry led to some pretty serious burnout, and how to stop those intense experiences from holding you back and achieving your potential. To view the video component of this interview, head to ratchetandwrench.com/facebook.
Hear from Ledge CEO Alex Woodie, a CPA by trade who specializes in working with auto-related businesses to help them get their finances in order.
Monthly columnist Aaron Stokes talks pushing past the urge freeze up or to perfect your plans you hit a fork in the road and how to keep your business moving forward as challenges arise.
Thinking of promoting your business with discounts and coupons? Take Frank Leutz's advice from personal experience: don't.
In this episode, Leutz and co-host Susie Sockets discuss when discount coupons go completely wrong and how they could negatively impact your business.
Want to elevate your marketing message but don't know where to start? Philipp Lomboy has got you covered.
In this edition of Ratchet+Wrench Radio, staff writer Abby Patterson sat down with Lomboy, founder of Marami Marketing Group, on what you first need to address in your digital marketing tactics.
In this episode of Ratchet+Wrench Radio, monthly guest Aaron Stokes talks setting boundaries and easy markers of misspent time to help identify how to budget your time for maximum ROI.
In this edition of From the Editors, Bryce and Anna celebrate the 100th issue of Ratchet+Wrench by discussing the changes in the industry over the past eight years. You will learn inside information on how this issue came together, how (and why) we chose the four operators profiled in this issue, and the best strategies we've learned from shop owners throughout the years.
Monthly podcast guest Frank Leutz, owner of Desert Car Care in Chandler, Ariz., shares just why employee incentive plans aren't the solution to engaging employees.
Montgomery Miller, area manager at Sun Devil Auto in Phoenix, Ariz., shares how a unique pro bono project the shop took on has helped a budding vintage car aficionado fix up his dream truck while connecting the local community at large.
It's no one's favorite task, but when it comes to replacing key staff you can never overprepare. Monthly guest Aaron Stokes talks tips and strategies to keep top of mind when addressing problematic performance and determining when it may be time to cut ties.
Chris Deater is the Team Lead in Technical Support at Sage Microsystems, which is now joined by its sister brands under the DRB Systems umbrella.
Chris explained how ransomware attacks work and how shop owners can take steps to protect themselves from digital intrusions.
April 5, 2020 marked Dave Denmon’s 40th year in the industry. As the owner of Dave’s Car Care in Glendale, Ariz., he’s built a $2-million-per-year business with a consistent 25 percent net profit. He’s been awarded a slew of awards over the years, too; 2015’s Better Business Bureau International Torch Award for Ethics and AAA Arizona’s Top Shop award for four consecutive years, to name a few. And the shop’s reviews speak for themselves: 636 reviews and a 4.7-star rating.
Listen as he reflects on his time in the industry and what led him to become a successful owner.
Phil Christensen, president of BG Automotive in Colorado, is the winner of the 2020 RW All Star Awards in the manager category. Christensen, along with one of his nominators and owner of the shop, Bryan Gossel, share how he found out he was the winner and how the two of them became the dynamic duo they are today.
Successful shop owners Leigh Anne Best and Laura Frank established Brakes for Breasts in 2011 and are about to hit the million dollar mark for funds for Breast Cancer research.
Known as the behind-the-scenes helper that takes on any challenge that comes her way, Susan Boone took the prize for this year's All-Star Awards in the administrative support category.
According to Craftsman Auto Care owners Matt and Judy Curry, as well as their shop consultant, Jody Ruth, she was an integral part of getting through the pandemic lows, doing the job of at least three people at once and averaging 70-80 hours each week.
Listen to how Susan came to be the shop's go-to [1:21], what makes her stand out from the rest [10:47], and how she went above and beyond through the beginning of COVID-19 [3:00, 12:10].
Her stature may be small, but her sales and service skills are mighty.
Becky Merlini, service advisor of Adams Autoworx in Castro Valley, Calif., was named this year's Best Shop Worker for a reason. While she came to work for owner Bill Adams with no automotive experience whatsoever, her ability to form trust and intimacy with customers made her stand out.
Listen to her backstory [1:24], what makes her stand out from the rest [4:26], and how she was dubbed the "Shop Mom" of the auto repair business [14:57].
Nearly a quarter of shop owners admit that they do not routinely track technician efficiency or productivity, according to the Ratchet+Wrench Industry Survey, two figures that are among the most important for measuring success.
All too often in the industry, shops track these numbers, or KPIs in general, but have little idea how to interpret or make business decisions based off those numbers—especially when they fall short of set goals.
In this episode, learn eight simple questions to ask when encountering a drop in either number.
Lindsay Whalen, a two-time Olympic gold medalist and four-time WNBA champion, talks about some of the leadership principles she now utilizes as a college basketball coach at the University of Minnesota. Many of her strategies, such as identifying great assistants, offer relevant tips for business leaders like those that operate auto repair facilities.
In this month's episode of From the Editors, editorial director Anna Zeck combs through the magazines' archives to find the best tips for how to overcome turnover on your team and bounce back stronger than ever. Learn more about the value of exit interviews, how to think strategically about your team, and why you need to consider your own role before starting the hiring process.
Monthly podcast guest Frank Leutz, owner of Desert Car Care in Chandler, Ariz., shares how to reinvigorate your technicians and get them back on track and loving what they do.
David Askwith, director of operations, Autostream Car Care in Maryland, shares how after months of struggling during COVID-19, his MSO hit its best sales day ever and is now outpacing pre-COVID pace.
This week, we report on trends in small businesses across the nation, SEMA news and the Digital Millennium Copyright Act.