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!

David and Lucas sit down with Jake Fruth, Product Technical Specialist for Diagnostics at Matco Tools at ETI Tool Tech 2023.

Topics Discussed:

The start of the podcast. (0:00)

How did you get started in the industry? (2:21)

Sharing your thoughts on the pay. (7:20)

The cost of running the business. (11:56)

How we’ve devalued the diagnostic process. (14:47)

Giving away diagnostic time devalues time. (19:28)

Looking around for a shop to work for. (25:19)

The importance of having a long-term customer. (26:44)

Short-term vs long-term savings. (32:08)

The hybrid system. (39:19)

Paying your employees well enough to make good choices. (40:39)

Paying hourly vs flat rate. (43:19)

Pitching the idea to the shop. (51:03)

The mindset of the technician. (54:57)

How to improve the image of the industry? (57:54)

The problem with people who teach this model. (1:04:35)

The power of forgiveness. (1:08:11)

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!

John Firm of Firm Automotive and Jeff Buckley of My Father's Shop join David and Lucas at ETI Tool Tech 2023.

Topics Discussed: 

What low-tech tech do you need to know? (0:00)

The importance of good interviews. (1:02)

When they’re trying to sell you a bad bill, they don’t even call you by your name. (5:26)

Why shop owners need to know what makes them happy. (8:47)

How do you go through all of this? (13:09)

Raising his kids to be champions -. (17:31)

The importance of being a product of your area -. (24:14)

When adversity hits you, you can’t give up. (29:09)

Mike Rowe shares a story about speaking to the Pope in New York. (35:50)

It felt like a big deal when things went wrong in his life. (42:14)

You have to have a handle on this. (47:02)

The importance of reaching a specific demographic and bringing positive messages. (52:02)

The biggest disservice you end up doing to the customer is being disingenuous. (57:59)

What’s the future of his business? What is his retirement? (1:02:04)

Jeff Buckley's vision is to share the story of the automotive shop owner. (1:06:03)

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, David and Lucas are joined by Roger Lanctot, the Director of Automotive Connected Mobility at TechInsights. Roger is a powerful voice in the definition of future trends in automotive safety, powertrain, and infotainment systems. They discuss the disconnect between the automotive industry, manufacturers, and the automotive service industry. 

Roger speaks on how there has been a huge opportunity to understand how cars are working, identify failures, and anticipate failures due to car connectivity. He suggests connected tires as a major way to bring in customers and retain them. He also explains how market research consultancy is used to advise automakers and suppliers about how to bring products to market, the revenue opportunities, and the regulatory challenges. 

00:05:33 Hack into cars for data.
00:10:36 Data is valuable to OEMs.
00:16:25 Consumers control data access.
00:17:18 OEMs must grant data access.
00:23:13 OEM parts over aftermarket.
00:29:04 Monitor your data privacy.
00:39:43 EVs require specialized care.
00:40:36 Dealerships are untrustworthy.
00:50:55 Remote service is available.
00:56:08 Reimagine auto repair for the future.
00:58:46 Advocate for client needs.
01:06:48 Software updates save money.
01:07:19 Own the customer relationship.
01:12:17 Independent shops can help.

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!

Laura Tierney of ShopLoaner.com joins David and Lucas at Vision KC 2023 to discuss a few shop loaner horror stories and the steps every shop should take to protect themselves.

Do you edit things on the show?
0:00

Why would you sign up for a demo when it’s so easy?
5:17

The liability factor of all of this.
10:04

Where do you get the form for insurance?
11:06

How to pay your taxes online -.
16:44

Do not rent list and the craziest car stories.
18:42

What’s the smell like in a car?
23:32

What’s the worst rental car experience?
26:36

What to do if you get into a confrontational situation with insurance.
30:46

How do you know if your insurance is up to date?
34:25

The Pontiac Bob story -.
39:04

How do you know if a car is out of bounds?
45:37

How to get your car serviced online.
48:53

My daughter just got hit by a car.
57:18

Why you need to reserve your car before you send an email.
59:27

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!

Are you really helping customers by keeping your prices "affordable"?

What's the real cost of cheap auto repair? Kent and Cecil Bullard of the Institute for Automotive Business Excellence offer their perspective from Vision KC 2023. 

[00:02:15] Artificial sweeteners and health.
[00:04:29] Erythritol causing heart attacks.
[00:07:38] Charge for your time.
[00:09:44] Paying Technicians Fairly.
[00:15:28] Shortage of skilled technicians.
[00:16:33] Charging for diagnostic time.
[00:19:13] Car repair horror stories.
[00:23:31] Lack of training for technicians.
[00:26:00] Wrong client incident.
[00:29:47] Fixing the industry.
[00:32:32] Education and Experience.
[00:37:21] Toxicity in the workplace.
[00:38:56] Communication problems in the industry.
[00:43:29] Negative shop talk.
[00:45:03] Fracturing the industry.
[00:49:38] Backbiting and Communication in the Industry.
[00:51:41] Technical knowledge gap.
[00:54:12] Training and mentoring technicians.
[00:57:20] Building a Skilled Workforce.
[01:00:49] Finding Solutions for Industry Issues.
[01:03:58] Low Technician Wages.
[01:07:19] Warranty times and manufacturers.
[01:10:23] Balancing tech efficiency and pricing.
[01:13:44] Specializing in car repair.
[01:16:09] Unrealistic expectations in trade schools.
[01:20:24] Revenue over hours.
[01:21:43] Meeting customer expectations.
[01:24:24] Work boundaries and accountability.
[01:27:29] Employee productivity and expectations.
[01:30:35] Working on cars.

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!

You've made a deal to buy a business. You sign the papers, and the owner agrees to stay on to help with the transition. You believe you've set yourself up for success only to have everything turn upside down. What do you do?

Jesse and Candice Beuttenmuller purchased TJ's Alignment & Repair thinking they were buying their dream, only to have it turn into a nightmare. 

Topics Discussed:

How many recordings have you set up since you've been here? 0:00

How they went through the banks to get the business started. 4:04

How long did it take you to realize that this was a problem? 9:06

He took us to court over his tools. 12:50

Did you ever get in contact with any of the community college students? 20:24

There’s a difference between a hand-up and a handout. 27:16

The hit and run of a loaner vehicle. 32:59

Drugs that are gateway drugs. 38:24

Buying vehicles as a loaner. 41:34

There is nothing you can tell people that will make them stop. 42:42

Where do Candice and Jesse go? 48:13

David’s last class in five years. 51:11

Hiring as a service advisor. 55:48

The story of the dead cat in the car. 1:01:43

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, David and Lucas sit down with the editor of Ratchet and Wrench, Chris Jones.

Chris discusses legacy, planning for the future, and shares his unique perspective on the automotive industry after spending time at non-automotive publications.

What were you doing before you were working for Ratchet & Wrench? 0:01

David’s perspective on the value of coaching companies and shops doing the right thing right now. 4:27

Hiring the Offensive Coordinator for the Kansas City Chiefs. 7:18

What happened in New York with the Giants. 11:38

It’s all about dominance to Tom Brady. 19:05

The importance of having a vision for your business. 25:26

You have to have a great attention span to listen. 30:23

Shop Owner gets this magazine. 33:50

Why would you show up and be like, “I got nothing to learn here?”. 38:13

What’s the point of putting an apprenticeship program in? 43:10

What’s the biggest issue in the industry? 45:17

Pittsburgh’s luck has not been good recently. 50:17

Are we making them promises that we can’t keep? 54:33

The importance of having a plan for the future. 57:17

The white picket fence speaker’s story. 1:02:54

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, David and Lucas sit down with Ethan Ross, the service manager for Choate Engineering Performance in Bolivar, TN. Ethan took an unconventional path to his position, spending time in the armed services before getting his degree in history. 

Having found himself in a new position and a new industry, Ethan struggled to make things work. He was on the cusp of quitting until a fateful phone call helped enact the change he needed. 

Ethan’s introduction. 0:01

Leadership changes when you have a gun in your hands. 7:21

The story of blue-collar America is the same across the country. 11:58

What do you expect from a technician? 16:35

How to get more listeners to your podcast. 17:40

How to use social media to get your message out. 21:09

The problem with the “five percenter” mentality. 22:51

The next step in the journey. 27:40

He looked at the business and said, “We’ve got to do something about this.” 32:05

The disconnect between numbers and the practical behaviors that lead to better numbers. 37:20

How do you explain your profit to your employees? 41:35

How do you make sure the right parts are on the parts list? 45:36

What’s easier to do when you’re working on a single truck or a single brand? 51:44

If you don’t understand the numbers, you’re not going to understand the business. 55:06

When your part numbers are off, your matrix is wrong. 59:38

How many shop owners have complained that they don’t like the Optimizer because they can adjust their prices? 1:05:07

What’s up with these trucks that have 1000 horsepower? 1:09:36

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, David and Lucas sit down with Eric Merchant, the diesel performance legend behind Merchant Automotive LLC in Zeeland, Michigan. Eric has been in the diesel industry for over two decades and has become a go-to resource for anyone looking to upgrade or repair their Duramax diesel vehicle.

During their candid conversation, Eric shares insights as he looks to transform the repair side of his business.

Taking a picture of the gram. 0:00

How to get out of the grocery store for less. 4:42

What’s the younger generation doing on Facebook? 8:59

The Discord server is like a giant chat group. 14:06

The headliner was the breaking point. 18:57

Duramax parts are becoming more and more obsolete. 23:07

What are some of the problems with the companies that make a living off of these chips? 26:37

Is there an advantage to releasing older trucks? 28:18

How did your name go out in front of everybody else’s? 33:45

Why you need to pay someone to help you with your business. 39:44

Don't hire someone to mow your lawn. 40:42

The importance of having a succession plan for your business. 44:10

Letting go and letting someone else do it. 45:55

Why it’s so hard for him to unload a project. 47:55

If you don’t back up and understand, you’ll always be the bottleneck. 52:00

Charging what you’re worth. 57:40

How you guys are going off a book time? 1:04:46

Selling to the right clients. 1:10:28

Managing Expectations. 1:14:01

How do you know if you’re undercharging? 1:16:09

Why the service department should be the most profitable part of the company. 1:21:21

The challenges of outsourcing and dealing with outside lead times. 1:27:21

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!

Nathan Walker of Walker Automotive (https://walkerautomotiveinc.com) in Wilmot, NH sits down with David and Lucas at The Summit 2023. They talk about life not always following a perfect path. 

Nathan discusses his experience as a business owner, how he got started and reflects on his path as he nears retirement and walks away from the business he built from scratch. 

Topics Discuss: 

Lucas walks out of the bathroom and Cecil is still in the bathroom.
0:00

You have to fly into Charlotte.
3:06

The only time he’s ever had a layover at an airport.
7:05

Life is not a perfect path.
10:50

What are snowbirds doing in North Carolina?
13:59

Why not go in the direction of staying a shop owner?
19:48

Don’t sell until the very last minute.
23:41

The one thing he didn’t have to deal with when he opened his business.
26:55