Get registered for the ASTA Expo 2025 at the Raleigh Convention Center: https://geni.us/ASTA2025

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/InstituteEvents2025

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

Make sure you mention: CTISUMMER to get FREE data migration!

If you're ready to make a real change in your shop's success, join Shop Marketing Pros' Plan With the Pros workshop this October to connect with them and other shop owners. You'll leave with your entire year for 2026 planned out.

Click here to register: https://geni.us/PlanWithThePros

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 one 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.