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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.