In this episode of the Garage Grit Podcast, host Brad Hurlock delves into the red flags encountered during the hiring process. He is joined by auto repair shop owners Jen, Mark, and Chris, who share their experiences and strategies for vetting potential employees. Topics discussed include the importance of team culture, the impact of the mechanic shortage, effective interview processes, and the growing trend of younger generations preferring text communication over phone calls. The episode also touches upon the potential use of video marketing to showcase shop culture and suggestions for future podcast topics like employee benefits and the integrity of the auto industry.

00:00 Welcome to the Garage Grit Podcast

00:30 Introduction to Today's Topic: Hiring Red Flags

01:03 Meet the Guests: Jen, Mark, and Chris

01:12 Jen's Shop: Small Garage Dynamics

01:51 Mark's Shop: Courtesy Cars and Business Expansion

05:01 Chris's Shop: Unique Setup and Collaboration

07:39 Hiring Practices and Challenges

16:39 Red Flags in Hiring: Real Stories and Experiences

26:44 Generational Differences in the Workforce

34:12 Chris's Formal Hiring Process

35:21 Casual Interview Conversations

35:45 Customer Feedback and Comments

37:14 Staff-Only Interviews

39:00 Final Interview and Job Offer

40:02 Shop Operations and Efficiency

43:22 Hiring and Team Dynamics

57:08 Firing Process and Challenges

01:01:00 Concluding Thoughts and Future Topics

Show Notes

In this episode of the Garage Grit Podcast, hosted by Brad Hurlock, the focus is on finding alternative revenue streams for auto repair shops to boost cash flow during downtimes and overall business enhancement. The guests, Tyson Fisher from Star Import Service in Gainesville, Florida, and Bill Vallely from Tru-Fix Auto Works in Long Island, New York, discuss their respective experiences and insights. They cover a variety of potential revenue-enhancing strategies, such as selling used parts, detailing services, car rentals, POI (Pre-Owner Inspection) services, and more. They emphasize the importance of leveraging existing resources and customer loyalty while also being cautious of regulatory and liability issues. Marketing tactics for these additional services are also explored, including the effective use of social media, website focus, and community engagement. The episode ends with thoughts on maintaining business integrity, customer trust, and embracing new opportunities while being aware of industry dynamics and economic conditions.

00:00 Introduction and Podcast Overview

00:51 Meet the Guests: Tyson and Bill

01:20 Bill's Background and Shop Details

02:54 Tyson's Journey and Shop Insights

05:22 Challenges and Opportunities in the Industry

07:48 Exploring Alternate Revenue Streams

17:31 The Business of Buying and Selling Cars

21:23 The Complexities of ADAS Calibration

32:03 Customer Service and Additional Offerings

47:07 The Importance of Standardized Processes in Car Inspections

48:39 Balancing Market Value and Disclaimers

49:40 Pre-Owner Inspections: A Service for Loyal Customers

53:05 A Case Study: Saving a Customer from a Bad Deal

59:01 Marketing and Promoting Additional Services

01:02:30 Exploring New Revenue Streams: Rentals and More

01:03:46 Challenges and Opportunities in the Auto Industry

01:24:53 Leveraging Social Media for Business Growth

01:28:10 Final Thoughts and Reflections

To continue the conversation, join the Garage Grit Podcast Facebook group.

In this episode of the Garage Grit Podcast, Brad Hurlock of AA Shop Marketing discusses the misleading information from car manufacturers and dealerships regarding extended service intervals. Joined by guests Jeremy Bucy and Mitch Fasnacht, they delve into the consequences of adhering to the 10,000-mile oil change myth and share insights on how shops can rebuild trust with their customers. The conversation includes personal anecdotes, customer relations strategies, and the importance of proper vehicle maintenance. Tune in to learn how to educate your customers and keep their cars running smoothly.

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00:00 Introduction and Today's Topic

01:18 Meet Our Guests: Jeremy and Mitch

03:18 Mitch's Background and Shop Details

04:35 Jeremy's Journey and Shop Insights

13:43 Building Trust with Customers

22:28 Challenges with Manufacturer Service Intervals

32:33 Customer Stories and Maintenance Challenges

33:17 Educating Customers on Oil Changes

37:04 Building Trust with Customers

39:09 Maintenance Programs and Customer Relationships

48:18 Technical Explanations and Customer Communication

52:05 Marketing Tips and Ethanol Discussion

55:58 Industry Trends and Vehicle Technology

01:02:05 Concluding Thoughts and Recommendations

Building Strong Community Connections for Auto Repair Shops

In this episode of the Garage Grit Podcast, host Brad Hurlock from AA Shop Marketing converses with shop owners and managers, including Paul Hurst, Sarah Warfield, and Jason Musser, about the importance of community connections for auto repair shops. With detailed discussions around various community involvement strategies, such as sponsoring youth sports teams, volunteering, offering educational classes, collaborating with nonprofits, and creative marketing tactics like placing advertisements on DMV envelopes, the episode explores how these connections can bolster a shop’s reputation and customer loyalty. The guests share insightful experiences and practical tips on breaking down barriers with customers, emphasizing the value of trust and relationships in the automotive repair industry.

00:00 Introduction and Podcast Overview

02:51 Meet the Panelists: Paul Hurst

03:31 Meet the Panelists: Sarah Warfield

05:25 Meet the Panelists: Jason Musser

05:51 Community Connections: Examples and Initiatives

08:30 Challenges and Strategies in Community Engagement

09:24 Innovative Ideas and AI in Customer Interaction

12:11 Nonprofit Initiatives and Community Support

24:05 Vocational Training and Youth Engagement

32:30 Sponsorships and Local Community Involvement

36:09 Building Customer Connections

36:49 Community Outreach Efforts

37:51 Engaging Women and Young Drivers

39:01 Marketing Strategies and Challenges

51:14 Collaborations with Local Businesses

01:02:00 Final Thoughts and Recommendations

01:02:13 The Power of Social Media and Reviews

Car Rental and Shuttle Services for Auto Repair Shops

In this episode of the Garage Grit Podcast, host Brad Hurlock of AA Shop Marketing discusses solutions for customers who drop off their cars and need another ride. The discussion features three auto repair shop owners: Stephan from Indiana, Brian from Michigan, and Brian from Iowa. They explore different approaches like shuttle services, rental programs, and ride shares, sharing their successes, challenges, and insurance implications. The conversation also touches on the benefits of offering loaner vehicles, strategies for slow-day marketing, and the importance of personalization in customer communication.

Chapters

00:00 Introduction to the Podcast and Today's Topic

00:44 Meet the Shop Owners

01:02 Brian from Finkle Automotive Shares His Approach

02:17 Brian Rooney's Current System and Challenges

03:04 Stephan Carroll's Hybrid Approach

04:11 Discussion on Shuttle Services and Customer Preferences

04:53 Challenges and Solutions in Providing Loaner Cars

17:07 Insurance and Liability Concerns

17:48 Stephan's Evolution to a Rental Fleet

28:14 Weather Considerations and Customer Experiences

33:20 Exploring Shuttle Services

34:35 Building Customer Relationships

35:39 Luxury Shuttle Ideas

36:24 Concerns and Safety Measures

41:32 Insurance and Rental Programs

47:51 Handling Customer Complaints

56:03 Managing Courtesy Vehicles

58:30 Final Thoughts and Future Topics

01:01:52 Marketing Strategies for Slow Days

In this episode of the Garage Grit podcast, host Brad Hurlock from AA Shop Marketing leads a discussion with three experienced shop owners: Moira from Karma Auto Care in Georgia, Kendall from A1 Automotive in Nebraska, and Matt from Carz R Us in Illinois.

The conversation focuses on building and maintaining a positive shop culture, with each guest sharing their unique experiences, challenges, and strategies. Topics include team-building activities, personal development, mentoring young technicians, and the impact of shop culture on customer relationships. The episode also highlights the importance of continuous improvement and community involvement to create a supportive and engaging workplace environment.

00:00 Introduction to GarageGrit Podcast

00:40 Meet the Guests: Moira, Matt, and Kendall

00:59 Moira's Journey: From One Tech to Two Shops

02:16 Matt's Unique Path: From Band Teacher to Shop Owner

03:32 Kendall's Success: Building a Second Location

04:10 The Importance of Shop Culture

07:08 Challenges and Triumphs: Real Estate and Relocation

10:58 Recruitment Strategies: Finding the Right Fit

12:31 Building a Supportive Work Environment

18:07 Vision Boards and Personal Development

36:11 Generational Shifts in Shop Culture

41:21 The Importance of Continuous Learning

41:47 Reading vs. Audible: Different Approaches

42:09 Book Recommendations and Discussions

44:20 Implementing Lessons from Books

46:38 Building and Maintaining Shop Culture

47:37 Personal Development and Leadership

54:01 Vision Boards and Goal Setting

57:32 Team Collaboration and Compensation

01:05:13 Customer Experience and Shop Culture

01:18:17 Challenges of Expanding to Multiple Locations

01:20:52 Final Thoughts and Future Plans

Resources:

Join the private Facebook group.

Our Podcast Website

Matt's Book Recommendations:

The Five Dysfunctions of a Team

by Patrick Lencioni

The Dream Manager

by Matthew Kelly

Kendall's Book Recommendation:

The Courage to Be Disliked

by Ichiro Kashimi and Futema Guga

Moira's Book Recommendations:

Profit First

by Mike Michalowicz

All In

by Mike Michalowicz

Do It Differently

by Mike Michalowicz

In this comprehensive series of the Garage Grit podcast, host Brad Hurlock of AA Shop Marketing, gathers insights from three seasoned auto repair shop owners: Kevin Millevoi of Millevoi's Tire & Automotive in Bensalem, PA; Bill Stegich of Hynes Auto Service in Glenview, Illinois; and Jeremy McQueen of B.A.T. Boys in Branson, Missouri. The discussions cover a wide range of topics crucial to the auto repair industry, including the importance of transparency and communication with customers, optimizing estimates and invoicing practices, and balancing parts and labor costs. The episodes delve into maintaining customer trust through detailed invoices, educating customers about vehicle maintenance, and effectively handling seasonal fluctuations and warranty challenges. Guests share their experiences with digital vehicle inspections, pricing strategies, and addressing generational differences in customer expectations. They emphasize the significance of proper diagnostics, transparent pricing, and customer education in ensuring both customer satisfaction and business viability.

00:00 GGP October 2024

00:50 Today's Topic: Transparency and Communication

01:00 Meet the Guests: Shop Owners from Different States

03:08 Challenges of Seasona l Business

03:53 Customer Communication Strategies

08:20 Pricing and Estimates: Best Practices

27:38 Handling Warranties and Extended Services

34:11 Maintenance Tickets and Multi-Point Inspections

36:21 Customer Communication Strategies

36:31 Jeremy's Maintenance Ticket Process

37:13 Importance of Digital Vehicle Inspections (DVIs)

38:07 Handling Safety Concerns and Maintenance

39:36 Detailed Invoices and Customer Trust

41:56 Carfax Service History and Fluid Checks

43:12 Challenges with Customer Communication

44:26 The Role of DVIs in Customer Transparency

52:36 Estimating Repairs Over the Phone

01:00:27 Credit Card Fees and Customer Demographics

01:11:15 Financing Options and Discounts

01:12:04 Final Thoughts and Wrap-Up

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