Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this episode, Lucas and David welcome John Phelps from a shop management system that is not named Shop-Ware. John shares his journey from car dealership roles to the technology sector, reflecting on how his experiences have shaped his views on industry standards and personnel management. As they discuss the challenges and nuances of shop management roles, such as shop foreman and manager, they underscore the importance of defining clear roles and responsibilities.

00:00 A College graduate pursued marketing, which led to an unexpected job offer.
06:39 Sewell's book emphasizes customer service and care.
10:55 Show attention to customers and colleagues quickly.
20:40 Work, product, and culture critical for success.
22:33 Covey's synergy: one plus one equals three.
28:18 Established company expanded services, adapted to COVID.
32:06 Leveraged automotive industry experience to benefit shop operations.
41:04 Surprise business purchase turns into a chaotic mess.
45:58 Proposing an intermediate level between service advisors.
52:59 Promote based on leadership, not just skill.
58:47 Technician promoted to manager feels misaligned with the role.
01:01:28 Man describes a life-changing heart attack experience.
01:04:51 Don't let go. Take responsibility and act.

Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this bonus episode, Lucas and David discuss why professionalism, or the lack thereof, is why independent repair shops stay small. David recounts his own lessons learned from the early days of opening his shop, emphasizing the critical nature of customer communication and the professional handling of service transactions. Lucas underlines the importance of attention to small details and structured processes, significantly impacting customer satisfaction and business reputation.

00:00 Videos with Cecil receive positive feedback, yet most shops lack professionalism.
05:51 Small issues snowball into big business concerns.
07:08 Need for higher skilled technicians in the automotive industry.
10:59 Unmet expectations lead to chaos for businesses.
15:17 Business visit led to process improvement brainstorming.
20:00 Clients crave consistency for comfortable experiences.
23:03 Consistent service builds confidence in purchasing.
24:48 Clients thrive on variability and flexibility.
28:39 New Silverado's rear brakes and safety issues.
33:16 Flexibility in coaching with California bar rules.
35:14 Greeting, explanation, appointment, insurance, signature required.
36:52 Customer experience dictates processes, policies, procedures, and consistency.
39:52 Voiceover services cost money, consider professional option.
43:30 Effective scheduling based on technician capability and data.
48:30 Arrive early, organize, and plan efficiently.
49:31 The Client's unrealistic expectations weigh on me heavily.

Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this episode of the Changing The Industry Podcast, hosts Lucas Underwood and David Roman welcome guest Greg Rainville and James Harris of Steer CRM. Greg discusses his company's transformation from a Tripadvisor-like directory into 'Steer CRM,' detailing their focus on text and email communication for shop owners. Additionally, the group tackles repair shops' challenges, including the dangers of undercutting prices and the repercussions of operating without proper insurance and amenities. Throughout the conversation, Lucas and David also reflect on their preferences for shop management, revealing their frustrations with using multiple communication platforms.

00:00 Dinner conversation leads to a missed meeting in Chicago.
08:19 Mike Allen's car game leads to trouble.
14:06 Conflict over territory leads to strategic partnership.
16:09 Need for vetting process for technicians.
25:33 A/B testing for review engagement showed success.
30:18 Adding new features based on customer feedback.
35:41 Generational shift: preference for texting over calling.
39:28 Undervalued repairs and price differences in shops.
44:28 No issues with backyard mechanic, affordable services.
48:49 Knowledge and information are necessary to minimize liability.
53:30 Evaluate, step back, minimize overexposure, reconsider.
01:02:34 A New podcast studio is being built upstairs. Avoid distractions.
01:03:47 Client communication: honesty, setting realistic expectations, adaptability.

Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this enlightening episode, hosts Lucas and David welcome Lauralee Schmidt and Savannah Grise at MARS 2024. Savannah touches upon the complexities of offering financing options in the automotive industry, recounting her previous company's challenges with using services like Klarna. The conversation also veers into social media's impact on businesses, as Lauralee expresses her preference for MySpace and the hosts discuss navigating professional and personal accounts online. Moreover, they explore the influence of TikTok on consumer behavior and industry marketing strategies.

00:00 Picked up a friend at the airport, smelled bad.
06:12 Opposition to historical tax enforcement brutality.
11:18 Shop actively uses service information for calibration.
19:53 Moved to an unfamiliar area, determined to succeed.
22:07 Full-time online college, work to pay, debt-free.
27:56 Attend classes to gain coaching credits, crucial.
36:21 Reluctantly pushed credit card on 18-year-old.
42:41 J cosmetics faced backlash for undisclosed financing.
43:40 Avoid interest or face triple the cost.
50:24 Hiring for a specific job ends in termination.
54:10 Planned to let him go, discussed replacement.
01:02:41 Kieran O'Brien's success story in social media.
01:07:50 Wife listens to the country station with commercials.
01:12:26 Tomato plants mistaken for marijuana. All good.

Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this episode, Lucas and David welcome shop owner Matt Wagg while at Vision 2024. They tackle the stress comparison between running a restaurant and a repair shop, with anecdotes illustrating the humorous yet frustrating aspects of both. Matt shares candid experiences with negative customer reviews, detailing how his approach to addressing issues has evolved over time. The trio also discusses the value of foundational business structures and the benefits of coaching, debating the merits of group versus one-on-one sessions.

00:00 Recognizing someone's bad behavior without engagement.
08:41 Identifying process flaws and missed customer qualifications.
14:28 Resolve the issue with the strategy and respond to the review.
20:08 Surprised by the call, let it go.
24:18 Requested business resolution, expressing care and dignity.
28:23 Negative reviews mainly stem from personal issues.
35:45 Driver dangerously pulls out into oncoming traffic.
41:28 Voltage drop testing is crucial for complete circuit testing.
46:36 Car trouble, customer complaint, communication breakdown.
49:57 Questioning trustworthiness and sales tactics within a company.
55:10 Fear of bad reviews from misbehaving customers.
01:02:12 Reflecting on business growth and leadership challenges.
01:05:18 New business owner learns structure and coaching.
01:09:06 Lower-priced group offers a taste of feedback model.

Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

Lucas and David welcome the insightful Frank Scandura of Frank's European Service in Las Vegas, NV. Frank, with his rich expertise, introduces a methodical 27-point inspection strategy and underscores the significance of charging for comprehensive services that go beyond the basics, to compensate both customer and service teams fairly. They then get into balancing thorough vehicle inspections with customer accessibility and engagement. They encourage service providers to meticulously review Digital Vehicle Inspections (DVI) for precision, highlighting the correlation between inspection metrics and higher repair approval rates. Lastly, Frank shares his enthusiasm for a new business mapping tool designed to advance the industry, promising future discussions on the tool's impact.

00:00 Discussion about book impact on business growth.
03:35 Rocketfield assessment shows visionary potential in a team.
07:00 Quality shops certified for digital vehicle inspections.
13:03 Coaches are teaching not to estimate vague requests.
15:54 Consumer convenience can be risky, like doctors.
19:54 "Spot check inspections and training for improvement."
22:55 Check if they opened it, then measure time.
24:53 Importance of shocks, struts, and filter inspections.
27:07 Changing industry communication preferences towards text messages.
33:06 Scanning, testing, repairs, assessment, estimate for car.
35:10 Paid customer inspections provide valuable car insight.
36:56 Balancing free and paid car inspections effectively.
40:25 Admiration for an incredible and successful guy.

Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this episode, Lucas and David sit down with Azael "Oz" Sepulveda of Oz Mechanics, a diagnostician, business owner, and successful YouTube star, to tackle the hurdles of business ownership. Oz delves into his journey of obtaining a shop and the complexities he faced with zoning laws and parking regulations, seeking guidance from Tony Robbins' principles along the way. David reflects on the vital yet undervalued skill of setting appropriate charges for specialty shop services, emphasizing the consumer's perception of cost versus value. Furthermore, Oz shares his YouTube channel's inception, inspired by influencers like Scanner Danner, and the importance of producing content that resonates with the audience.

00:00 A Long-time friend's hug made the wife uncomfortable.
08:48 Nickname "Ozzy" started unexpectedly and stuck.
14:17 Customer brings car to shop after unsuccessful repair.
17:28 Content creators struggle to transition from comedy.
24:28 Trouble communicating but still managed to help.
28:19 Networking events help realize the industry's vast opportunities.
31:55 Simplified car troubleshooting process leads to success.
40:17 Technicians seek complex work, but the market is limited.
47:04 Monique points out the embarrassing shadow on the cutout.
49:37 Consumer motivation determines car repair feasibility.
53:00 This Fascinating video is about Indian entrepreneurs returning home.
58:31 Pursue a comic art career through education and practice.
01:04:09 Visiting the American Revolution site and Boston exhibit.
01:13:42 Man remembered father's lively presence at the shop.
01:16:58 Treating location as a savings account, building equity.

Don't get to the end of this year wishing you had taken action to change your business and your life.
Click here to schedule a free discovery call for your business: https://geni.us/IFORABE

Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.
Click here to schedule a free demo: https://geni.us/Shop-Ware

Utilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.
Click here to get started: https://geni.us/PartsTech

Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!
Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros

In this installment of the Changing The Industry Podcast, Lucas and David welcome Kory Rozema, owner of Rozema's Car Care in Hudsonville, Michigan. Kory shares the successes and missteps of his journey, highlighting the critical transition from confrontational management to fostering a culture of open communication and employee input.

The trio also touch upon the challenges and etiquette of training events, with particular attention to the contentious issue of employee poaching among shops.

00:00 Miscommunication during the interview led to work frustration.
08:31 Apologizing for being a bad dad and boss.
14:12 The Manager encourages and helps express frustrations effectively.
17:17 Importance of helping struggling shop owners acknowledged.
23:25 We Need more staff to run the shop efficiently.
29:27 Dealership service advisors care about customer ratings.
33:14 Surprising observation about the tutor's appearance and employees.
41:09 Choosing jobs and passion; business adaptability.
47:34 Free training hosted at local shop unsuccessful.
50:56 Facebook groups facilitate local networking for careers.
55:00 Offer value, market well, mobilize for training.
59:07 Betrayal over hiring changes friendship dynamics.
01:04:13 Active board of directors are crucial for success.