Garage Grit Podcast

About the Host:

Brad Hurlock is the voice behind the Garage Grit Podcast and co-owner of AA Shop Marketing. With a keen focus on helping independent auto repair shops succeed, Brad enjoys delivering practical insights and industry expertise to his listeners with every episode.

The Panel
Chris Barker is from Myers Tire & Auto Center of Statesville, NC. He started out in an independent shop, then worked for a big box store but found that he wanted a more personal connection with customers, so came back to a, single location shop. Myers has 8 bays handling roughly 34 cars/day. They are located in downtown Statesville in a business district. Myers is currently using the HITS Shop Suite.

Gerald Martin is a co-owner of Martin Auto Service of Anna, IL. Martin’s is a 3rd generation shop, started in 1972. Martins is a 10 bay shop in the process of adding 8 more bays. Once completed, they will have roughly 15, 000 sq ft of shop space. Anna, IL is very rural so the customer base travels quite a distance to get to the shop. Martin’s uses Autoflow.

Colleen Shannon and her husband own Shannon Family Automotive in Folsom, CA. When they started in 2011, they were just 2 bays. The shop’s local community has roughly 90k people, mostly suburban. In 2023, they expanded again into 13 bays. Shannon Family Automotive switched to ShopGenie a little over a year ago.Episode Summary

In this episode of the Garage Grit Podcast, host Brad Hurlock discusses the transformative power of Customer Relationship Management (CRM) systems in auto shops with guests Chris, Gerald, and Colleen. The conversation covers the implementation and evolution of CRM platforms, the benefits and processes of comprehensive vehicle inspections, and their positive impact on customer relationships and business efficiency. Key topics include tackling initial CRM implementation challenges, advanced features like digital vehicle inspections (DVIs), the integration of online appointment scheduling, and the use of key performance indicators for effective shop management. This episode provides valuable insights into streamlining auto shop operations and maximizing performance with modern CRM solutions.

Timestamps

00:00 Welcome to the Garage Grit Podcast

00:51 Meet the Shop Owners

00:57 Chris's Shop Journey

01:46 Gerald's Shop Legacy

03:45 Colleen's Shop Growth

05:27 The Evolution of CRM Systems

06:00 Implementing and Streamlining CRM

08:13 Choosing the Right CRM Platform

14:19 The Importance of Personal Touch in CRM

16:42 Challenges and Benefits of CRM Adoption

34:59 Employee Buy-In and Training

40:50 The Importance of Personal Touch in Customer Service

41:15 Leveraging AI for Efficient Review Management

43:04 Utilizing AutoFlow's Rainy Day Folder

45:21 Effective Marketing Strategies and Challenges

56:54 Future Innovations and Feature Requests

01:04:58 The Role of Digital Vehicle Inspections (DVIs)

01:11:22 The Benefits of Online Appointment Scheduling

01:15:35 Concluding Thoughts and Future Topics

Resources

Myers Tire & Auto Center 

Martin Auto Service

Shannon Family Automotive

HITS Shop Suite

Autoflow

ShopGeniePodcast Facebook Group

AA Shop Marketing

Check out this episode as our panel discusses how they use their CRM for their auto repair shop. Perfect for anyone looking to improve or manage customer relationships through shop specific software. Join the conversation in our private Facebook group. Would you like to share your CRM experiences? Contact us on the podcast website.

The Panel:

Kory Rozema: Kory Rozema is the second-generation owner of Rozema's Car Care in Hudsonville, Michigan. Since acquiring the business in 2016, Kory has expanded its operations significantly, from four bays to ten, and added a satellite location. He has also ventured into the highly technical field of ADAS calibrations. Kory is deeply involved in industry networking and training, fostering a community of continual learning and ethical business practices.

Philip Korbel: Philip Korbel is the co-owner of Elite Automotive Center in Fargo, North Dakota. He joined the family business shortly after its inception in 2013 and has been instrumental in its growth and success. Philip brings a strong background in customer service and technological adaptability, essential for modern shop management. Elite Automotive has six bays and a skilled team under Philip's leadership, with an emphasis on community and family as core values.

Troy Vaninetti: Troy Vaninetti is the owner of Graham Auto Repair in Washington, where he started as a technician at 17 and eventually bought the company. Under his leadership since 2006, the business has flourished, expanding to two locations with over a dozen bays in total. Troy has been a dedicated member of the ATI super conference community since 2012, promoting continual education and balanced life.

Episode Summary:In this episode of the Garage Grit Podcast, host Brad Hurlock chats with automotive shop owners Kory Rozema, Philip Korbel, and Troy Vaninetti about the value of industry-specific conferences and trade shows. The guests share their journeys in the automotive repair industry, from embracing advanced technologies to the importance of customer service and continual learning.The conversation kicks off with each guest sharing their backgrounds, including the evolution of their businesses and their roles in the automotive repair industry.

Key Takeaways:

• Networking and Learning: Attending conferences like Vision and ATI Super Conference allows for invaluable face-to-face networking, enriching the learning experience beyond what is possible digitally.

• Business Growth and Development: Conferences offer specialized training that caters to shop owners, managers, and technicians, helping them stay updated with the industry's latest trends and technologies.

• Family and Ethical Practices: Many conferences emphasize not just business growth but also personal development, ethics, and family values, essential for well-rounded leadership.

• Engagement and Recruitment: Promoting these events within your team can improve engagement and make your shop more attractive to top talent.

• Specialized Events: Events like SEMA, Apex, and local expos offer additional opportunities for learning about the latest tools, software, and industry advancements directly from OEMs and vendors.

Notable Quotes:

1. "Fix the owner, you fix the shop." - Philip Korbel

2. "The networking part of it, just being able to sit down and talk to other shop owners – there's a value that's almost unmeasurable." - Kory Rozema

3. "I've learned a lot about going from one shop to two shops and where all my deficiencies were." - Troy Vaninetti

4. "Education without action is just entertainment." - Philip Korbel

5. "It's our responsibility to fix the crummy reputation of the industry every single day." - Kory Rozema

Resources:

• ⁠Rozema's Car Care⁠

• ⁠Elite Automotive Center⁠

• ⁠Graham Auto Repair⁠

• ⁠ATI SuperConference⁠

• ⁠Vision Hi-Tech Training & Expo⁠

• ⁠SEMA Show⁠

• ⁠Apex Show⁠

• ⁠AST Training Expo (ASTE) ⁠

• ⁠Rick White - 180Biz⁠

• ⁠Ratchet+Wrench Management Conference⁠




Join us with this episode packed with firsthand experiences from seasoned auto shop owners. Perfect for anyone looking to elevate their business through industry events and continual learning. Join the conversation in our private Facebook group. Would you like to share your conference experiences? Contact us on the podcast website.

About the Host:

• Brad Hurlock: Host of the Garage Grit Podcast, co-owner of AA Shop Marketing, with a focus on independent auto repair shops and a passion for sharing knowledge and insights with his audience.

About the Guest(s):

• Mitch Fasnacht: Owner of Green Lawn Garage in Denver, PA. He is a third-generation owner with two sons planning to take over as the fourth generation. Mitch is a member of an ATI group and has successfully navigated the process of succession planning within a family-owned business.

• Steve Traversari: Service Manager at B&C Auto Center in San Jose, CA. With 22 years of experience at the shop, he has been proactively engaged in discussing and planning the transition of ownership with the current owner, ensuring a smooth handover.

• Erik Scheidt: Owner of Norwood Auto Service, a five-bay main shop and a four-bay satellite shop in Chicago, IL. Also in an ATI group, Erik has been actively involved in the succession planning process but is facing challenges in transitioning ownership due to family dynamics and financial considerations.

• Ben Armstead: Second-generation owner of Armstead Automotive with 2 locations Michigan. Ben has been actively working on succession planning, leveraging the expertise of a consultant of JKL Associates⁠ to navigate the complexities of transferring ownership and ensuring a secure future for the business.

Episode Summary:

The panel discusses the process of succession planning within family-owned auto repair businesses. The guests share personal experiences, challenges, and insights regarding transitioning ownership to the next generation. Key topics include establishing fair valuations, navigating family dynamics, and ensuring financial security for retiring owners. The conversation highlights the emotional and practical aspects of handing over the reins, providing valuable lessons for aspiring successors in the auto repair industry.

The discussion keys in on communication, setting clear goals, and seeking expert guidance to facilitate a smooth transition. Panel members shed light on the importance of creating written plans, dealing with financial implications, and balancing the legacy of the business with personal aspirations.

Key Takeaways:

This episode offers a candid exploration of the complexities and rewards of passing the shop ownership to the next generation.

• Succession planning in family-owned auto repair businesses requires clear communication, fair valuations, and strategic financial planning.

• Navigating family dynamics, emotional attachments, and financial considerations is crucial in ensuring a seamless transition of ownership.

• Establishing written plans, seeking expert advice, and setting clear goals are essential steps in the succession planning process.

• Creating a balance between the legacy of the business and personal aspirations is key to a successful transition within family businesses.

• Maintaining open dialogue, addressing challenges proactively, and valuing each stakeholder’s role are fundamental in the succession planning journey.

Notable Quotes:

• "It's not just their purpose. I think it's their identity. And that is where it’s their life. If you go somewhere and they say, 'Hey, that's Mitch from Greenlawn garage,' that's how they're recognized." - Mitch Fasnacht

• "Succession planning requires setting clear valuations, establishing fair contracts, and navigating financial implications to ensure a secure future for the next generation." - Ben Armstead

To immerse yourself in the insightful conversat⁠ion on succession planning within family-owned auto repair businesses, listen to the full episode and discover more valuable insights from the panel.

Stay tuned for future episodes exploring diverse aspects of the automotive industry and business management. You can also recommend a topic on our website.

Resources:

• Green Lawn Garage

• ⁠B&C Auto Center⁠

• Norwood Auto Service

• Armstead Automotive⁠

• Automotive Training Institute (ATI)

• JKL Associates

• ⁠AA Shop Marketing⁠

About the Host:

• Brad Hurlock: Host of the Garage Grit Podcast, with a background in the automotive industry and a passion for sharing knowledge and insights with his audience.

About the Guests:

• Shiju Thomas: An experienced business owner with a deep understanding of training and development in the automotive repair industry. Mr. Thomas is the owner of ⁠Hotchkiss Auto Repair⁠.

• Darin David: Owner of a successful auto repair shop, focused on team training and maximizing the potential of his technicians. Darin is the owner of Joe's Garage.

• Scott Bartlett: A seasoned mechanic and shop owner, dedicated to continuous learning and improving his team's skills. Scott is the owner of Turner Auto Care⁠.

  
  

Episode Summary:

In this episode of the Garage Grit Podcast, host Brad Hurlock guides a discussion on training teams in the auto repair industry. Guests Shiju Thomas, Darin David, and Scott Bartlett share their expertise on the importance of ongoing training, development, and team building in automotive shops. They explore how to enhance skills, utilize resources effectively, and improve overall shop performance.

Key themes include leveraging local educational programs, utilizing online training platforms, fostering a culture of continuous learning, and the significance of on-the-job training. The conversation underscores the holistic approach needed to elevate not just technical skills but also team dynamics and shop culture.

Key Takeaways:

• Investing in training and development is essential to keep up with industry advancements and retain top talent.

• Tailoring training programs to individual technician needs can boost performance and job satisfaction.

• Fostering a culture of continuous learning and accountability leads to a more cohesive and productive team.

• Utilizing online resources and creating a dedicated training space can enhance skill-building opportunities.

• Balancing technical training with soft skills development is key to creating a well-rounded and effective team.

Notable Quotes:

• "Training is not just about fixing cars; it's about nurturing a culture of growth and development within the team." - Shiju Thomas

• "Being humble and open to learning is the foundation for continuous improvement in the automotive industry." - Scott Bartlett

• "Cultivating a team that shares knowledge and supports each other leads to a more efficient and cohesive shop environment." - Darin David

Resources & References:

• ATI - Automotive Training Institute

• NAPA AutoCare Center

• ACDelco Training Resources

• Hotchkiss Auto Repair
• Joe's Garage⁠
• Turner Auto Care

Don't miss out on the valuable insights and strategies discussed in this episode. Tune in to the full podcast to learn more about training your team for success in the auto repair industry!

Chapters:

00:00 Introduction and Today's Topic

00:58 Meet the Panelists

02:47 Local Training Programs

06:24 Challenges and Strategies in Training

09:58 Compensation and Motivation

17:21 Developing a Training System

27:17 On-the-Job Training and Team Dynamics

39:35 Customer Training and Communication

43:11 The Power of Audio and Video Content

43:29 Understanding Personalities in the Workplace

45:10 Effective Customer Communication

46:12 Training and Development Strategies

47:47 Implementing Software and Digital Tools

57:09 The Importance of On-the-Job Training

59:25 Personal and Professional Development

01:12:08 Final Thoughts and Future Topics

About the Guests:

Episode Summary:

In this episode of the Garage Grit Podcast, host Brad Hurlock discusses the topic of recruiting top talent onto your team with a panel of shop owners: Pat Schnaidt, Eric Scheidt, and Steve Finzel. The panel shares their experiences and strategies for finding and hiring skilled technicians and service advisors. They emphasize the importance of creating a positive and supportive culture within the shop, networking within the community, and providing opportunities for training and growth. The panel also discusses the role of compensation in attracting and retaining top talent.

Key Takeaways:

Succession planning and counseling can be important aspects of preparing the next generation to take over a shop.

"The more opportunity and diversity I can bring in the training, the more chances there are for technicians to find something that suits them." - Pat Schnaidt

About the Guests:

Episode Summary:

In this episode, host Brad Hurlock discusses the importance of working on your auto repair business instead of just in it. He is joined by a panel of experienced shop owners, including Kelli Weatherby, Joe Ferone, and Isaac, who share their insights and challenges in growing their businesses and finding a work-life balance. The panel discusses the importance of building a strong team, documenting processes, and setting goals for the future. They also touch on the family dynamic in the business and the need for accountability and self-care.

Key Takeaways:

Notable Quotes:

Resources:

Stay tuned for more insightful discussions and valuable content from the podcast.

About the Guests:

Episode Summary:

In this episode, the panel discusses strategies for retaining top talent in the auto repair industry. They emphasize the importance of creating a positive culture, involving employees in decision-making, and setting clear goals. The guests share their experiences with goal-setting, celebrating achievements, and helping employees with personal growth. They also discuss the challenges of finding the right fit for the team and the importance of being honest and setting boundaries. The episode highlights the significance of caring for employees, understanding their personal goals, and creating a supportive work environment.

Key Takeaways:

Notable Quotes:

Resources:

Listen to the full episode [here](insert link) for more insights on retaining top talent in the auto repair industry. Stay tuned for future episodes of the Garage Grid Podcast for more valuable discussions and expert advice.

About the Guest(s):

Episode Summary:

In this episode of the Garage Grit Podcast, host Brad Hurlock leads a panel discussion on the topic of time management in auto repair shops. The panel includes Garrett Coulter, owner of Auto Fitness, Jim Schorie, owner of Schorie Auto Repair, and Ted Ostronic, owner of Unique Auto Inc. The panelists share their experiences and insights on various aspects of time management, including hiring and delegating tasks, implementing digital vehicle inspections (DVI), and maintaining a positive online reputation. They discuss the importance of creating a strong team culture, leveraging employees for hiring decisions, and utilizing technology to streamline operations. The episode provides valuable tips and strategies for shop owners looking to improve their time management skills and increase productivity.

Key Takeaways:

Notable Quotes:

Resources:

Stay tuned for more insightful discussions on the Garage Grit Podcast.

About the Guest(s):

Episode Summary:

In this episode of the Garage Grit Podcast, host Brad Hurlock discusses how to handle bad reviews and respond to them with four shop owners and Gregg from Steer CRM. The panel shares their experiences with bad reviews and offers insights on how to handle them effectively. They discuss the impact of reviews on their businesses, the importance of personal responses, and the challenges of maintaining a high rating. The conversation also touches on the role of customer communication, the influence of online platforms, and the need for customer reviews in the automotive industry.

Key Takeaways:

Notable Quotes:

Listen to the full episode on Garage Grit Podcast.

About the Guests:

Episode Summary:

In this episode, Brad from Shop Marketing discusses credit card processing and dual pay options for auto repair shop owners with Rick, the owner of First Choice Auto, and Jared, a second-generation shop owner. They explore the experiences and perspectives of shop owners when it comes to passing credit card processing fees onto customers or managing them in a different way. The conversation touches on the challenges of implementing cash discounts, the importance of effective communication with customers, and the potential benefits of investing in the customer experience. The guests also discuss the benefits of level two pricing for fleet service and the use of digital payment options like Zelle and Venmo.

Key Takeaways:

Notable Quotes:

Don't miss this insightful episode where Brad, Rick, and Jared discuss credit card processing and dual pay options for auto repair shop owners. Tune in to gain valuable insights and strategies for managing credit card fees and providing exceptional service to customers. Stay tuned for more episodes where industry experts share their knowledge and experiences to help you navigate the challenges of running an auto repair shop.