Garage Grit Podcast

Most auto repair shops think growth comes from more bays, more technicians, or better equipment. But customers make decisions based on trust, visibility, communication, and confidence long before they approve a repair. In this Origin & Impact episode of the Garage Grit Podcast, Alex Kacsh explains how Accurate Automotive scaled rapidly by becoming the trusted “one-stop solution” for its community.Alex purchased a struggling shop during COVID with just one employee and three lifts. The challenge wasn’t only operational—it was perception. The shop had a reputation tied to low trust, inconsistent communication, and outdated customer expectations. Early growth depended on changing how customers experienced the business from the very first interaction.The real inflection point came when Alex realized the problem wasn’t technical skill—it was visibility and communication. Customers needed transparency, convenience, and confidence before they ever agreed to repairs. From social media content to advisor training to customer follow-up systems, the shop focused heavily on how people felt during the experience.Everything changed once Accurate Automotive leaned into customer-facing systems. Social media became a trust-building tool. Advisors were trained around communication and customer experience. Convenience services like loaners, rides, towing coordination, and outside partnerships reinforced the message that customers only needed “one call” to solve their problem.If you're an independent shop owner trying to grow without competing on price alone, this episode shows how trust, communication, reputation, and visibility directly influence customer retention and long-term growth.Guests:Alex Kacsh — Accurate Automotive (Northglenn, Colorado)What you’ll learn:Why customer perception shapes shop growthUsing social media to build trust locallyHow convenience improves customer retentionWhy communication impacts ARO growthBuilding visibility before customers need repairsTraining advisors for relationship-first conversationsCreating community trust through authenticityPositioning independents against large chainsTimestamps00:00 – Intro & shop background02:15 – Buying the shop during COVID05:10 – Rebuilding customer trust08:40 – Filtering the wrong clientele12:05 – Why coaching changed everything15:20 – Becoming a one-stop solution18:30 – Community relationships matter22:10 – Independents vs corporate chains26:05 – Social media driving new customers30:25 – Customer perception & trust34:15 – Why transparency increases loyalty38:00 – Convenience as customer service42:20 – Loaners, rides & stress reduction46:35 – Advisor communication systems50:10 – Why receptionist systems matter54:25 – Hiring and training advisors58:45 – Building long-term shop culture01:03:10 – Technician training & collaboration01:07:30 – Growth without losing identity01:11:50 – Lessons for independent shopsCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more Origin & Impact shop owner stories.Want to be a guest? Share your story in the group.LinksStart Here: Start HereNext Step Guide: Next Step GuideGrid Request: Grid RequestRequest a Call: Request a CallJoin the Podcast Panel: Join the Podcast PanelPartnership Info: Partnership InfoGarage Grit Facebook Group: Garage Grit Facebook GroupYouTube: YouTubePodcast: PodcastKeywordsauto repair marketing, shop trust signals, customer communication, reputation management, auto repair branding, local shop visibility, customer experience strategy, social media for repair shops, trust-based marketing, independent repair shop growth, customer retention auto shop, service advisor communication, automotive business branding, digital presence for repair shops, customer perception strategyEpisode MetadataEpisode: GGP #101Guest: Alex KacshShop: Accurate AutomotiveLocation: Northglenn, Colorado

In auto repair, trust is built through communication long before the vehicle is repaired. In this Origin & Impact episode of the Garage Grit Podcast, Kirk Dye shares how Kirk’s Car Care built decades of customer loyalty through direct conversations, transparency, and a reputation-driven customer experience.Kirk started at a Goodyear shop at just 16 years old, pushing a broom and learning diagnostics from the ground up. Years later, he purchased the very same property and transformed it into Kirk’s Car Care in Roy, Utah. Early on, the shop’s growth depended heavily on customer perception, word-of-mouth visibility, and earning trust one repair at a time.As the business expanded, Kirk faced the same pressure many independent shop owners experience: scaling operations without damaging customer relationships. Traditional service writer structures created communication gaps, and growth risked weakening the personal trust customers valued most.Instead of adding more layers between technicians and customers, Kirk focused on direct communication. Technicians speak directly with vehicle owners, updates happen quickly, and customers feel connected to the repair process. That customer-facing transparency strengthened retention, increased referrals, and positioned the shop as a trusted local business rather than just another repair facility.This episode gives independent shop owners a practical look at how customer communication, trust, visibility, and consistency directly influence long-term growth. Kirk also shares insights on technician development, succession planning, reputation building, and why authentic customer relationships still outperform aggressive advertising.Guests: Kirk Dye — Kirk’s Car Care (Roy, Utah)What you’ll learn:Why fast communication improves customer confidenceHow trust increases customer retentionWhy transparency strengthens shop reputationHow referrals improve local visibilityWhy direct conversations build loyaltyHow consistency improves customer perceptionWhy relationships outperform aggressive marketingHow communication reduces customer uncertaintyTimestamps 00:00 – Early morning podcast intro 01:04 – Starting in auto repair at 16 03:02 – Technician training programs 05:24 – Building a family-run business08:57 – Direct customer communication 11:13 – Avoiding communication breakdowns 14:10 – Long-term customer retention 16:18 – Local shop collaboration 18:44 – Leaving the original shop 22:04 – Buying the original property 24:58 – Stress of relocating the business 27:02 – Leading diagnostics and trust 29:08 – Succession planning concerns 33:00 – Building reputation in Roy 36:15 – Growth without aggressive marketing 39:52 – Removing owner bottlenecks 45:28 – Training future technicians 49:04 – Helping technicians grow confidence 53:08 – Retirement and future planning 56:38 – Letting the shop operate independently 59:02 – Final thoughts and wrap-upCall-to-Actions Got questions? Comment or post in the FB group—guests will chime in. Subscribe for more Origin & Impact shop owner stories. Want to be a guest? Share your story in the group.Links Start Here: https://addi.me/2026 Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners YouTube: https://www.youtube.com/@aashopmarketing Podcast: https://creators.spotify.com/pod/profile/garagegritKeywords auto repair marketing, customer communication, shop trust signalsEpisode Metadata Episode: GGP #100 Guest: Kirk Dye Shop: Kirk’s Car Care Location: Roy, Utah

Most shop owners are experimenting with AI—but few are using it in a way that actually impacts revenue or customer experience. The gap isn’t access to tools. It’s clarity on what AI should actually do inside a shop.

Barb Donnini from BoxPlot works with businesses trying to turn AI into something practical. Across shops, she sees the same pattern: AI is used for small tasks like emails or summaries, but rarely for solving bigger problems like missed calls, poor follow-up, or inconsistent communication.

The real issue isn’t technology—it’s systems. Shops struggle with inconsistent data, missed opportunities after hours, and lack of structured follow-up. As AI-driven search and communication evolve, these gaps directly impact visibility, trust, and ultimately revenue.

Barb breaks down how shops should rethink AI: not as a novelty, but as a system for handling repetitive processes. From after-hours call handling to conversational text follow-ups and lead reactivation, the goal is simple—reduce manual workload while improving customer experience.

For shop owners, the takeaway is clear: focus on where time is being lost or opportunities are missed. Whether it’s unanswered calls, unconverted leads, or inconsistent communication, those are the areas where AI can actually move the business forward.

Guests:
Barb Donnini — BoxPlot

• Why most AI use lacks measurable ROI
• How missed calls reduce shop visibility
• Why customer communication consistency matters
• How conversational texting improves follow-up
• What shops misunderstand about automation
• Why guardrails matter in AI systems
• How better workflows improve customer trust
• Why practical AI beats experimental AI

00:00 – Vendor Insight intro
01:45 – AI diagnostics discussion
04:30 – AI platform comparisons
07:10 – AI search visibility
11:30 – Marketing vs operations AI
13:30 – Automation challenges
15:40 – AI guardrails explained
18:00 – After-hours opportunities
20:00 – Customer communication gaps
22:00 – Texting and AI workflows
24:30 – Lead reactivation systems
27:00 – Conversational AI strategy
30:00 – Hiring and AI insights
34:00 – Candidate evaluation workflows
38:00 – Hiring automation ideas
41:00 – Building talent pipelines
44:30 – Practical automation triggers
47:00 – ROI-focused AI strategy
49:30 – Operational efficiency discussion
51:30 – Review management systems
54:00 – Final takeaways

Got questions? Comment or post in the FB group—vendors may respond.
Subscribe for more Vendor Insights and shop owner stories.
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auto repair marketing strategy, vendor insights auto repair, AI for auto repair shops, shop growth strategy, customer communication systems, automotive AI workflows, customer trust systems, repair shop automation, AI texting systems, lead reactivation strategy, shop visibility strategy, AI customer experience, shop efficiency systems, review management strategy, automotive business growth, generative engine optimization, auto repair customer retention, AI operational workflows

Episode Metadata
Episode: GGP #099
Guest: Barb Donnini
Company: BoxPlot

GUESTSWHAT YOU’LL LEARNTIMESTAMPSCALL-TO-ACTIONSLINKSKEYWORDSEPISODE METADATA

Visibility changes everything in auto repair. In this Origin & Impact episode of the Garage Grit Podcast, Josh Brooks explains how customer perception, community presence, and communication directly impact growth for an independent shop in Utah. From building design to technician culture, Josh shares how small customer-facing changes created stronger trust and increased awareness in a competitive market.Josh Brooks of May Automotive grew up around the family business started by his wife’s grandfather in 1959. As a third-generation owner, Josh inherited more than a repair shop—he inherited decades of customer expectations, community reputation, and a legacy built on relationships. But as the local market changed and surrounding businesses blocked visibility from the road, the shop faced new challenges in how customers perceived the business.The turning point came when growth around the shop began reducing visibility and customer awareness. Josh realized customers weren’t noticing the business anymore—even longtime locals thought the shop was brand new after exterior updates. That forced a shift in how the shop approached branding, communication, hiring, and customer-facing systems like DVIs.Instead of relying solely on technical skill, May Automotive focused on improving presentation, communication, and customer trust. Josh discusses the importance of shop appearance, transparency, technician culture, customer education, and how modern systems can improve customer confidence without sacrificing the personality of a family-owned business.This episode gives independent shop owners practical insight into how visibility, trust, and customer perception influence growth long before a customer approves a repair. From shop branding to hiring younger technicians, Josh shares lessons any repair shop can apply immediately.Guests:Josh Brooks — May Automotive (Utah)What you’ll learn:Why shop appearance impacts customer trustHow visibility affects local customer awarenessBuilding customer confidence through communicationWhy DVIs improve perceived professionalismHow culture shapes technician retentionPositioning a family shop for modern customersWhy presentation matters before repairs beginTimestamps00:00 – Why visibility matters for trust02:14 – Growing a third-generation shop05:03 – Paint as a marketing strategy08:10 – Customers noticing the shop again10:19 – Choosing the right DVI system14:22 – Generational differences in technicians16:45 – Family-first culture and retention19:18 – Creating shop community internally22:26 – Why people seek connection24:43 – Explaining culture to new hires27:33 – Hiring challenges in auto repair30:04 – Recruiting through trade schools34:01 – Building trust with DVIs38:10 – Local politics and shop growth42:15 – Competing against other trades46:07 – Mitchell software and customer flow51:40 – Selling the next phase of growth56:51 – Expansion plans for the future01:00:07 – Why local involvement matters01:05:18 – Growing people before growing shopsCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more Origin & Impact shop owner stories.Want to be a guest? Share your story in the group.LinksStart Here: https://addi.me/2026Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritEpisode: GGP #98Guest: Josh BrooksShop: May AutomotiveLocation: Utah

Most shop owners focus on fixing cars—but customers are deciding based on trust long before that. In this episode, Kyle Northrop shares how shifting perception and communication changed everything in his business.Kyle started Helena Import Repair after leaving the dealership world, but early on, visibility and trust were major barriers. Customers didn’t know him, didn’t understand his value, and often defaulted to familiar options—even if they weren’t better.The breaking point came when growth stalled despite hard work. The issue wasn’t skill—it was how the business was being perceived. Messaging, positioning, and customer confidence weren’t aligned with the level of service being delivered.Everything changed when Kyle focused on how customers experienced the shop—from communication to transparency to pricing clarity. By improving how the business showed up externally, trust increased—and so did revenue.If you're an independent shop owner, this episode shows how trust, visibility, and clear communication can directly impact growth—without changing what you do, just how you present it.Guests:Kyle Northrop — Helena Import Repair (Helena, Montana)What you’ll learn:Why trust drives first-time customer decisionsHow perception limits shop growthFixing communication gaps with customersPositioning your shop beyond price competitionTurning transparency into a sales advantageWhy visibility matters more than skillBuilding confidence before the repair startsTimestamps00:00 – Intro & shop overview02:10 – Leaving dealership mindset05:30 – Early trust challenges08:45 – Moving markets, losing visibility12:10 – First customers & perception16:20 – Struggles with reputation20:05 – Communication breakdowns23:40 – Pricing vs trust issues27:15 – Growth plateau moment30:50 – Realizing perception problem34:20 – Changing customer messaging38:05 – Building trust systems41:30 – Transparency shifts results45:10 – Hiring & customer experience49:00 – Confidence in pricing52:40 – Scaling trust with growth56:15 – Lessons for shop ownersCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more Origin & Impact shop owner stories.Want to be a guest? Share your story in the group.LinksStart Here: https://addi.me/2026Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, shop trust signals, customer communication, reputation management, auto repair branding, local shop visibility, customer experience strategy, trust-based selling, repair shop positioning, automotive business growth, shop transparency, customer retention strategies, digital presence for repair shops, service business marketing, building customer confidence, local SEO for auto shopsEpisode MetadataEpisode: GGP #097Guest: Kyle NorthropShop: Helena Import RepairLocation: Helena, Montana

Most shop owners don’t have a hiring problem—they have a visibility problem. When the right technicians never see your shop, never feel your culture, and never hear your story, you’re already losing before the first conversation even happens.Chris Lawson works with auto repair and diesel shops across the U.S., helping them rethink how recruiting actually works. Instead of reacting when bays go empty, the most successful shops build systems that attract talent consistently—long before they need it.The real gap isn’t a lack of technicians—it’s a lack of process. Shops often rely on urgency, gut decisions, or outdated job ads, which leads to slow hiring, poor fits, and lost revenue from open bays. Without a clear recruiting strategy, growth becomes unpredictable.This episode reframes hiring as a marketing function. From speed-to-lead to building a long-term bench of candidates, Chris breaks down how shops can create consistent visibility, strengthen culture perception, and improve hiring outcomes without relying on luck.If you’re a shop owner, this is your reminder to stop hiring reactively. Evaluate how visible your shop is to future employees, how quickly you respond to opportunities, and whether your current process actually supports growth—or quietly limits it.Guests:Chris Lawson — Technician Find & Easy BenchWhat You’ll Learn:Why hiring is really a marketing functionHow speed impacts technician acquisitionWhat separates reactive vs proactive shopsWhy culture visibility drives better hiresHow to build a long-term hiring pipelineWhere most shops lose candidates earlyHow to improve recruiting consistencyTimestamps:00:00 – Hiring vs marketing mindset01:45 – Why recruiting never stops03:20 – Red yellow green candidates06:10 – Hiring for culture vs skill09:00 – Speed to lead importance12:30 – Technician decision behavior16:00 – Automation vs human touch19:30 – Building hiring workflows23:10 – Role of shop culture27:00 – Social media for hiring31:20 – Careers page strategy35:00 – Candidate experience gaps39:10 – AI in hiring decisions43:30 – Always be recruiting47:00 – Cost of empty bays50:30 – Hiring under pressure54:10 – Referral strategies57:40 – Internal hiring transparency01:01:10 – Growth vs replacement hires01:04:30 – Building long-term benchCALL-TO-ACTIONS:Got questions? Comment or post in the FB group—vendors may respond.Subscribe for more Vendor Insights and shop owner stories.Want to be featured? Join the conversation in the group.LINKS:https://addi.me/2026https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxhttps://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxhttps://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxhttps://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxhttps://www.aashopmarketing.com/aashopmktg/public/partnership.aspxhttps://www.facebook.com/groups/forautorepairshopownershttps://www.youtube.com/@aashopmarketinghttps://creators.spotify.com/pod/profile/garagegritKEYWORDS:auto repair marketing strategy, vendor insights auto repair, technician hiring strategy, shop recruiting systems, customer communication systems, shop growth strategy, auto repair hiring process, technician recruitment marketing, shop visibility strategy, automotive business growth, lead quality vs volume, hiring workflow systems, auto shop culture branding, service advisor hiring strategy, recruiting pipeline automotive, shop owner marketing strategy, automotive staffing strategyEpisode MetadataEpisode: GGP #096Guest: Chris LawsonCompany: Technician Find & Easy Bench

Most auto repair shops don’t struggle with skill—they struggle with perception. In this episode, Tom Sciortino breaks down how trust, communication, and customer experience directly impact revenue, retention, and long-term growth.Tom’s journey started in 1986 with a belief he could “do it better.” But early on, the real challenge wasn’t fixing cars—it was shaping how customers perceived his shop. Building trust, standing out locally, and communicating value became the real battleground.The turning point came when Tom realized that technical excellence alone wasn’t enough. Customers didn’t see the value of ADAS, pricing felt high without context, and shops hesitated to collaborate out of fear of losing business. The gap wasn’t operations—it was messaging and positioning.So he changed everything. From Uber rides for customers to full transparency in inspections, reward programs, and collaborative partnerships with other shops—Tom rebuilt the customer experience around clarity and trust. Every touchpoint became intentional.The result? Stronger retention, reactivated lost customers, new revenue streams through ADAS, and a reputation that turns competitors into collaborators. This episode is a blueprint for any shop owner ready to win through perception—not just performance.GuestsTom Sciortino — Total Automotive (Buffalo, NY)What you’ll learnHow communication builds trust and increases approvalsWhy customer experience justifies higher labor ratesTurning competitors into referral partnersUsing education to sell complex services like ADASHow rewards programs bring lost customers backWhy convenience (Uber, texting) drives loyaltyPositioning your shop as a premium experienceMarketing through collaboration, not competitionTimestamps00:00 – Introduction to Origin & Impact02:30 – 40 years in business lessons05:10 – Educating customers on ADAS08:30 – Pricing perception challenges11:00 – Building trust through documentation14:20 – Collaborating vs competing17:00 – Creating new revenue streams20:10 – Finding growth opportunities23:00 – Hosting education for visibility26:00 – Building industry relationships29:10 – Attracting younger technicians32:20 – Charging what you’re worth35:00 – Selling experience, not repairs38:10 – Uber strategy for customer trust42:00 – Convenience as a marketing tool45:10 – Managing walk-ins vs scheduling48:20 – Designing a premium waiting experience51:00 – Communication as a growth driver54:00 – Rewards program and retention57:30 – Creative marketing strategies01:00:30 – Using team feedback for growth01:04:00 – Hiring for culture over skill01:08:00 – Coaching and business transformationCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more Origin & Impact shop owner stories.Want to be a guest? Share your story in the group.LinksStart Here: https://addi.me/2026Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, shop trust signals, customer communication, reputation management, auto repair branding, local shop visibility, customer experience strategy, ADAS marketing, shop differentiation, customer retention strategies,Episode MetadataEpisode: GGP 95Guest: Tom SciortinoShop: Total AutomotiveLocation: Buffalo, NY

Most shop owners think growth comes from pricing, speed, or volume. But the real driver is how customers perceive your shop before they ever say yes. In this episode, Reggie Smith breaks down how trust, positioning, and experience shape every buying decision.Reggie’s journey at ASG Automotive in Indianapolis started in the bay, working as a lube tech before moving into the front and eventually into leadership. Early on, the shop faced the same challenge most independents do—how customers perceived value, pricing, and expertise. Competing shops weren’t just competitors—they were shaping customer expectations.The real tension came when customers began comparing estimates, questioning pricing, and treating service like a commodity. That’s where most shops lose control—when the conversation becomes about price instead of trust. Reggie realized that if a customer was shopping quotes, something had already broken in the communication.Instead of competing on price, ASG doubled down on positioning. Clear communication, better customer experience, stronger relationships, and confidence in their value replaced discounting. They leaned into transparency, improved how they explained repairs, and built an environment customers could feel the difference in.The result? Stronger loyalty, higher-quality customers, and a shop that doesn’t chase work—it attracts it. If you’re trying to grow your shop without racing to the bottom on price, this episode shows exactly where to focus.GuestsReggie Smith — ASG Automotive (Indianapolis, Indiana)What you’ll learnWhy price shoppers signal broken communicationHow perception drives customer buying decisionsPositioning your shop beyond price comparisonsBuilding trust through experience, not discountsCommunicating value customers actually understandUsing environment to influence customer confidenceTurning competitors into collaborators, not threatsCreating loyalty through consistency and clarityTimestamps00:00 – Why perception beats pricing02:15 – Reggie’s path from bay to front05:40 – Customer experience vs price wars08:10 – Are competitors really competitors?11:25 – Building trust through relationships14:00 – The danger of price shopping17:20 – Communicating value clearly20:05 – Handling estimate comparisons23:10 – Creating a premium experience26:30 – Why environment matters29:15 – Customer confidence signals32:40 – Building long-term loyalty36:05 – Collaboration vs competition mindset39:20 – Managing customer expectations42:10 – Growth without discounting45:30 – Lessons shop owners can applyCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more Origin & Impact shop owner stories.Want to be a guest? Share your story in the group.LinksStart Here: https://addi.me/2026Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, shop trust signals, customer communication, reputation management, auto repair branding, local shop visibility, customer experience strategy, pricing perception auto repair, shop positioning strategy, customer retention auto shop, service advisor communication,Episode MetadataEpisode: GGP #094Guest: Reggie SmithShop: ASG AutomotiveLocation: Indianapolis, Indiana

Host Brad Hurlock of AA Shop Marketing leads a Garage Grit Podcast panel with Josh Brooks (May Automotive, Utah), Reggie (ASG near Indianapolis), and Tom (Total Automotive near Buffalo) on who truly runs a shop when implementing change. They discuss pushback and buy-in around DVI adoption, AI-driven CRM (Service Intel) and the importance of asking “why,” plus quality-control procedures like post-repair photos, test drives, and accountability via checklists and work-order audits. The group covers handling technician resistance, using internal advocates like a shop foreman, and balancing efficiency with preventing comebacks. They also address training methods (including Today’s Class), ASE incentives, secret shopping calls, parts-selection disputes, and changing compensation from hourly to production or tiered flat rate, along with how Tom transitioned to a manager-led operation and succession planning ideas.00:00 Shop Origin Story00:46 Podcast Setup Panelists01:32 Meet Josh May Automotive03:13 Meet Reggie Shop Overview03:59 Meet Tom Total Automotive05:19 Who Runs The Shop06:17 AI CRM Buy In Battle13:12 Quality Control Pushback17:10 Flat Rate Accountability26:32 Audits And Enforcement28:29 Implementation Playbook31:25 DVI Pitch And Buy In37:06 Secret Shopping Insights38:49 Paying For Inspections41:43 Training Requirements Debate48:36 Cert Pay Expectations49:51 Hiring With ASE Training52:32 Modern Training With AI55:45 Selling Training To Techs59:30 Switching Pay Plans01:01:37 Tiered Flat Rate Results01:05:35 Parts Choice Pushback01:10:24 Process Enforcement Tactics01:13:36 DISC Personality Insights01:21:03 Succession And Delegation01:27:42 Future Topics And Wrap

Who’s Running the Shop? Lead Tech vs Owner on Process, DVI, QC, Training, and Pay Plans

On the Garage Grit Podcast, host Brad Hurlock (AA Shop Marketing) moderates a panel with Josh Brooks (May Automotive, Utah), Reggie (ASG, Indianapolis area), and Tom (Total Automotive, near Buffalo, NY) about who truly runs a shop when owners implement changes and face pushback from lead techs or staff. They discuss improving customer experience with DVIs, secret shopping phone calls, and quality-control processes like post-repair checkouts and test drives, including debates over who should do them and how to ensure accountability through checklists, audits, and one-on-ones. Tom shares lessons from adopting the AI-driven Service Intel CRM and solving buy-in issues by asking “why” and changing hardware, plus using Carfax and customer interviews to correct service history. The panel covers technician training options (including Today’s Class), ASE incentives, tiered/production pay plans, parts-brand pushback, DISC assessments, and succession/manager development.

00:00 From Student to Owner

00:46 Podcast Setup and Guests

05:19 Who Runs the Shop

06:17 AI CRM Buy In Struggles

13:12 Quality Control Pushback

17:10 Flat Rate Accountability

28:26 Making Change Stick

31:25 DVI Upgrade Pitch

37:06 Secret Shopping Insights

38:49 Paying for Inspections

41:43 Training Requirements Debate

48:36 Cert Pay Expectations

49:51 Hiring With ASE Training

52:32 Modern Training With AI

55:45 Selling Training To Techs

59:30 Switching Pay Plans

01:01:37 Tiered Flat Rate Results

01:05:35 Parts Choice Pushback

01:10:24 Process Buy In Tactics

01:13:36 DISC Personality Insights

01:21:03 Succession And Wrap Up