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, David and Lucas are joined by Samantha Higdon, a recent winner of the 2024 APEX Service Advisor award. Samantha shares her journey from being a CSR to an award-winning Service Advisor and her transition into a new role focused on marketing and finances. The discussion delves into how her father's experiences running the shop influenced her career path and the importance of robust processes in maintaining a successful business. For insights on effective team management and the impact of family dynamics in the automotive industry, don’t miss this episode!

00:00 ASMR Audio: Balance Needed

06:10 Vulnerability and Life's Unexpected Turns

08:16 Workaholic's Transformative Wake-Up Call

12:37 Family and Career Decisions

16:05 Advisor Experience and Challenges

18:14 Effective Client Process Management

19:43 Process Consistency or Client Frustration

23:48 Becoming a Natural Leader

27:34 "Audio Venture's Overnight Success"

31:51 "Storyline Over Acting"

33:03 Distracting Meth Head with Digging

38:17 Competency Over Gender Bias

41:08 Generational Struggles and Addiction

43:30 Mechanic Treatment System Challenges

48:29 Performance Accountability Challenges

49:34 Hiring a Non-Accepting Manager

53:31 Q7 Maintenance and Mileage Report

57:14 Teen Restrictions and Choices

58:59 Technician Tearful Over Beetle Convertible