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.

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In this episode, Lucas and David are joined by Brandon Jones, Vice President of Limitless Leadership. Brandon shares a compelling story about educating a customer on her vehicle’s extensive issues, emphasizing the importance of clear communication in the industry. David and Lucas discuss the often unrealistic expectations customers have when purchasing cheap, older vehicles, highlighting the financial struggles many face in maintaining them. They also reflect on the emotional toll of negative feedback and the challenges of providing exceptional customer service in their shops and through their podcast.

00:00 Weekly one-on-one coaching for service managers.
04:25 Creating well-rounded individuals enhances professional and personal lives.
09:56 Customer upset over costly vehicle repairs.
13:10 People repeatedly seek charity for vehicle repairs.
14:21 90-year-old lover questions extensive vehicle repairs.
20:51 Explaining repair avoided customer's unnecessary stress.
22:32 Closed shop due to financial strain, relocated south.
25:59 Reconnected to disrupt automotive industry through coaching.
30:33 Axle problem persists despite new stubs.
32:50 No new appointments, concerned about manager’s performance.
35:35 Predicting then mimicking behavior in a conversation.
39:29 Vehicle seen on tow truck after repair.
42:02 Took personal pride in family's community legacy.
46:21 Customer dissatisfaction is their problem, not mine.
48:07 Frustration with business books; desire to share nihilism.
53:17 Mixed blizzard poorly, all frosting at bottom.
54:43 People prefer spending on wants, not needs.
57:59 Needed sun for my pale legs.