Changing The Industry Podcast

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

In this episode, Lucas and David are joined by Greg Buckley from Buckley's Auto Care at the ETI Tool Tech. Greg shares his journey of stepping back from day-to-day shop operations to empower his manager's autonomy. The conversation dives into personal data concerns with automotive technology, revealing insights into how Apple and Google might influence the industry. Additionally, Greg discusses the impact of COVID-19 on his life, detailing the lingering effects on his sense of taste and smell.

00:00 Enthusiastic about innovative network infrastructure concepts.
08:39 Perspective on car security and data collection.
15:59 Experiencing high-tech car features and subscription model.
17:47 AI-driven customer profiling and personalized assistance.
23:55 Research on car entertainment usage for car companies.
28:57 Dislike for new cars and fly by wire.
36:11 Customer declined overpriced air filter for Nissan.
41:33 Monitoring shop operations, grooming staff for success.
48:25 Struggles to manage shop, need better planning.
53:08 Diversifying income for multiple shops dilemma discussed.
54:33 Need one manager for each store crew.
01:04:27 Playing around with morning show ideas.
01:05:30 You carry the show with intelligence, subtly.

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

Kelly Fisher, a certified hypnotherapist, joins hosts Lucas Underwood and David Roman to discuss anxiety management. Kelly highlights the detrimental effects of anxiety medication, cautioning against abruptly stopping usage. The trio emphasizes the significance of mindfulness meditation in retraining thought patterns to avoid getting caught in a spiral of severe anxiety. 

00:00 Met Jimmy at NSA and spoke about anxiety.
04:06 Hypnotist alters behavior by revisiting subconscious memories.
07:15 I started one book, which led to more reading.
10:38 Special relationship with meditation, anxiety clinic involvement.
14:03 Overcame fears through therapy and mindfulness meditation.
19:37 Anxiety triggers affect thoughts, seek a way out.
22:57 Man reflects on abusive uncle's behavior patterns.
24:23 Mother's anxiety, religious beliefs, and self-reliance.
29:31 I Agree, but I need to slow down and reflect.
30:22 Mindfulness brings relief, but also stress concerns.
34:51 Teaching people to overcome meditation challenges.
38:32 Anxious, but not a problem for now.
42:06 Battle through extreme anxiety and find a way out.
44:51 PTSD veterans find relief through psilocybin therapy.
48:34 Vietnam veterans struggled with PTSD, sharing experiences.
52:29 Face-to-face conversation about upcoming challenges.
54:39 Nostalgic memories of old-school background noise.
56:37 Considering new company, using AI for the book.

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

In this episode, Dominick Marquez joins hosts David and Lucas to discuss the inner workings of dealership training in the automotive industry. They express frustration with the lack of effective communication at dealerships, highlighting the disconnect between customer expectations and service delivery. Marquez emphasizes the value of independent shops in fostering genuine customer relationships, contrasting them with dealership practices. 

00:00 Promised tech education turned out to be a scam.
05:41 Transition from a job in the machine shop to automotive passion.
12:06 Promoted to shop foreman, learned business management.
17:38 Peter Orlando solves Ford's trouble codes mix-up.
21:33 Car communication issue solved by unplugging connector.
29:15 Technician demands hourly pay for high voltage repairs.
33:20 Module replacement makes consumer repairs more accessible.
40:48 Consumer ignorance about vehicle maintenance and repairs.
46:00 Consumers were surprised by standard car battery maintenance.
51:59 Mechanics and technicians have distinct roles.
58:03 Understanding technician vs. mechanic, the importance of training.
01:01:46 Manufacturers may unintentionally train future competition.
01:09:27 Discussion about dealership service and exclusivity.
01:10:34 Dealerships lose customers due to poor communication.

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

In this episode, Lucas and David welcome Gilbert Khoshaba from Chicago, who shares his journey in the automotive industry and his aspirations for business expansion. Gilbert talks about his strategy to involve his children in his business early, reflecting on his own experiences of hard work and its value. The hosts and Gilbert also discuss the importance of using direct mailers for customer acquisition, discussing strategies for enhancing their effectiveness.

00:00 Bilingual speaker discusses Arabic and Aramaic languages.
09:08 Repairing pads and shoes saves money.
11:19 Transitioned career, attended UTI, pursued dealership employment.
18:42 Misconception about luxury items, differing opinions.
23:59 Supporting my kids' interests and experiences abroad.
28:55 He owns a successful valet parking company.
33:17 Property taxes increased, causing legal and financial struggles.
41:34 Middle Eastern cuisine with a variety of dishes.
46:55 Coworkers loved pizza, but I didn't.
52:32 Customer reliance on brands is unnecessary; personalization matters.
56:42 Aaron is Chevy's best parts guy. Exceptional!
59:04 Diagram awesome, but list causes account woes.
01:07:29 Budget for professional high-quality commercial photography.
01:10:29 Leverage customer list for targeted marketing.
01:19:18 Seek guidance, learn, and take initiative.
01:23:10 Kim and Brian market uniquely and effectively.
01:26:10 Find a specialized group for European auto repair.
01:34:05 Evaluate, strategize, and target a new marketing approach.
01:37:34 Google accuses the shop of incentivizing fake reviews.

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

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

Don't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026

Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.
Click here to schedule a free demo: https://info.shop-ware.com/profitability

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

Shop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.

Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.

Simplify payments. Streamline operations. Check out 360payments.com today!

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.