Tekmetrics' business model of listening to customers' needs and implementing new systems makes them super shop-friendly. Start using them at your shop today HERE

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Uwe Kleinschmidt is the Founder of AutoTech IQ, and today shares stories of growing up in East Germany. He also brings up how service advisors need to utilize AI to improve their technical expertise and lean into their people skills. He and Mike also talk about the importance of customer education, and Uwe explains how empowering customers with clear information leads to higher approval rates and better shop retention.

Timestamps:
00:00 Uwe Helped Bring Down the Berlin Wall?

04:14 Mike Doesn't Listen to Podcasts Anymore

08:01 Reality Behind the Facade

11:55 Dual Citizenship Made Easier

16:35 "AI Dependency Dumbs Down Skills"

20:06 DVI's Potential in Customer Education

24:39 "Educating on Filter Cleanliness"

25:42 "Empowering Autonomous Decision-Making"

31:06 "Improved Workflow for Service Shop"

35:20 "We Are the Problem"

36:01 Building Trust with New Customers

42:01 Empowering Motorists Boosts Approvals

43:35 "Text-Only Customer Communication"

49:24 "Inspection Process Explanation"

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Tekmetric opened my eyes to just how much a good SMS will do for a shop. Their software is top of the line, and with them, so is my shop. Try them for yourself HERE

I was SHOCKED when I saw the things I was missing the first time I used Detect Auto. Simple things, but easy to miss. Detect Auto helped clean that up for me, and they can for you, too. Use them HERE

Register for Tekmetric's Tektonic Conference in Huston coming up in 2026 HERE

In this episode, Mike learns that fish hung on a wall are just plastic. He, John Firm, Michael Guenther, and Jeff Compton also get into some ESO talk, free Diag, and if free oil changes are ruining this industry. They also share firsthand experiences managing small-town customer relationships, including the challenges of offering credit and dealing with overdue invoices.

Timestamps:
00:00 Mounted Fish Aren't Real??

09:51 Rising Star in Auto Industry

14:46 "Efficiency Concerns with Machine"

17:28 "Free Car Diagnostics Explained"

22:42 "The Cost of Your Dream Car"

28:44 "Oil Change Pricing Dilemma"

32:02 "Fish of a Thousand Casts"

42:31 "Local Store Credit System"

47:44 Customer Loss After Payment Struggle

50:06 "Bronx Tale $10 Lesson"

55:37 Fishing Etiquette at Docks

Register for Tekmetric's Tektonic Conference in Huston coming up in 2026 HERE

Turnkey Marketing takes the stress of doing something I'm not good at off my plate. And gives it to someone who is. Click HERE for more.

Register for Elite Worldwide's Ignite 2026 Conference January 30-31 - Remember to use this code: CONFESSIONS

In this episode, Mike Allen confesses to Matt Lofton that he thinks his customers aren't finding the value in using his repair shop. Matt says that value is defined by what customers are actually willing to pay for, reminding listeners that shop processes only matter if clients perceive them as worthwhile. They also talk about employee retention, noting how turnover can set a business back and why keeping the right team in place should be a top priority.

Timestamps:
00:00 Mike's Vegas Wardrobe Malfunction

10:36 "Retention and Sustained Growth Focus"

13:29 Client Service & Repair Strategy

19:19 Team Process and Standards Updates

23:07 "Pricing Concerns and Reputation"

33:35 Labor Rate Adjustment Explained

34:56 Employee Feedback Reflects Trust

43:39 Front Counter Compensation Debate

47:50 "Defining Value Beyond Features"

52:05 "Handling Customer Objections Effectively"

59:06 "Discussing Brake Replacement Concerns"

01:01:59 Pricing Strategy and Break-Even Analysis