Todd Santos did not take the typical straight line into shop leadership. He learned the trade, learned the front counter, and learned what a shop should never feel like for a customer. That mix shaped how he runs the day to day at Ken's Auto Center in San Diego, serving the Mira Mesa and Miramar area since 1999.

In this episode, Todd gets specific about what changed everything for their customer experience. Hiring and developing the right service advisor, building repeatable communication habits, and using TechMetric digital vehicle inspections to create real transparency. He talks about why being "thorough" is not a buzzword, it is how you earn trust when you are recommending work.

Todd also explains how he thinks about warranties and accountability, including why they stand behind work with clear terms like a 24 month, 24,000 mile warranty on common brake jobs, and why trust gets complicated the moment another shop touches the vehicle. The bigger theme is simple, set expectations early, document clearly, and never sell what is not true.

If you want a practical look at improving the front counter, tightening inspection flow, and building a reputation that holds up, this conversation is worth hearing.

Links:

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/

Ken's Auto Center: https://www.kensautocenter.com/

Julio Campos has built Dragonfly Automotive in San Diego by obsessing over the things most shops treat as "extras." Communication that is clear. A customer experience that feels intentional. A team that is trained and developed, not just thrown into the fire.

In this episode, Julio shares what has actually helped Dragonfly grow in a competitive market like San Diego. He talks about creating a premium experience without losing authenticity, how to build consistency across the shop, and why the real differentiator is not the repair itself, it is how the customer feels from the first interaction to the final handoff.

You will also hear Julio's perspective on building people. How he thinks about training, mentorship, and creating a workplace where technicians and advisors can level up instead of burning out. If you want practical insight on running a sharper operation and earning loyalty in a market where customers have options, Julio's interview is worth hearing.

Links:

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/

Dragonfly Automotive: https://www.dragonflyauto.com/

Alex Rodriguez built Euro Cars Southend around a clear promise. If you own a European vehicle and you want it serviced the right way, you should not have to settle for guesswork, vague answers, or a rushed experience.

In this episode, Alex shares how he developed a specialist mindset and why focusing on European platforms changes everything. The tooling, the training, the diagnostic approach, and the standards you have to hold if you want to protect customers from expensive mistakes. He talks about what is working in his shop right now, how he keeps work flowing without sacrificing quality, and why communication is the real difference maker in a premium service environment.

You will also hear Alex's perspective on customer expectations. How to educate without talking down, how to set priorities clearly, and how to build long term loyalty in a niche market where reputation travels fast. If you are building a specialty shop, or you want a better playbook for higher end customer experience and consistency, this episode is worth hearing.

Links

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com

Euro Cars Southend: https://eurocarssouthend.com/

Brian Parada did not grow up thinking he would own an auto repair shop. He came in through business school, lawnmower engines, corporate tire stores, and a long stretch of learning how the industry really works when you are the one responsible for the customer and the outcome.

Today Brian leads AutoTek Automotive Service and Repair in Raleigh, North Carolina, and in this conversation he gets real about the parts of shop ownership most people avoid. The diagnostic work that eats time under flat rate pay systems, the training gap that separates great techs from parts changers, and why Brian refuses to put his name and his warranty on work unless it is done the right way.

You will also hear why customer happiness is not just a nice idea, it is survival. Brian talks about running a shop in the digital age, handling reviews, responding to complaints, and building a reputation where the word honesty actually shows up in what customers write. He also shares how communication and updated estimates matter when jobs change mid repair, and why transparency protects both the customer and the shop.

If you want practical insight on diagnostics, training, quality control, and what it takes to earn trust at scale, this episode is worth hearing.

Links:

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/

AutoTek Automotive Service and Repair: https://www.autotek.biz/

Brandon Todd built his entire brand around a promise most shops are afraid to make out loud. Be the honest mechanic people hope they find when they are stressed, busy, and do not know who to trust.

Brandon is the owner of My Honest Mechanic in Concord, North Carolina, and in this episode he shares how the name became a mission, not a slogan. He talks about seeing corruption in the industry and refusing to build a business model that pressures advisors and techs to push sales just to protect a paycheck. Instead, he built a pay structure designed to support honesty, with hourly pay and bonuses in the background, so the team can focus on quality work and real customer education.

You will also hear why putting honesty in the name creates real accountability. Brandon explains how being a state inspection station can be a breeding ground for shady behavior, and why his shop will not slide illegal tint or cut corners to "help someone out." That conviction is not always popular, but it is the reason customers stick.

If you want a clear example of how integrity can be operational, not just inspirational, this conversation is worth hearing.

Links:

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/

My Honest Mechanic: https://mhmauto.com/

Curt Morgan started Shadow Mountain Auto Service in Phoenix in 2008 with a simple motto: Character counts. In this episode, Curt explains how he has spent nearly two decades proving that character, kindness, and profitability can live in the same shop.

This conversation goes deeper than tactics. Curt shares how emotional intelligence shows up in leadership, how to build a team where people actually like working together, and why telling the truth early prevents drama later. He also brings a rare outside perspective because he has served on the Better Business Bureau board and spent years on Phoenix's Automotive Repair Advisory Committee, reviewing serious complaint cases and seeing exactly what separates great shops from the ones that damage public trust.

If you want to build a shop that wins long term by doing the right thing consistently, Curt's episode gives you both the mindset and the real world proof.

Links:

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/

Shadow Mountain Auto Service: https://shadowmountainauto.com/

Greg Miller knows something most shops learn the hard way, fixing cars is only half the job. The other half is building a customer experience that earns the next appointment.

Greg is the owner of Figs Auto Repair in Charlotte, North Carolina, and in this episode he breaks down the practical habits that turn one time callers into long term regulars. He talks about why they do a full inspection on every vehicle, even oil changes, and how that inspection becomes a trust builder when it is explained clearly, prioritized honestly, and documented well. Not fear based selling, just a better picture of where the car is today and what matters next.

You will also hear how Greg thinks about the front counter, including hiring service advisors with and without technical backgrounds, and why communication and consistency matter as much as wrench skills. He closes with a straight answer to a great question, if you had to start from zero in a new town, what would you do in the first 30 days to get cars in the shop, build reputation, and create momentum. His answer covers marketing options like Google ads, Local Services, direct mail, plus the value of coaching and mentorship to shorten the learning curve.

If you want a cleaner playbook for retention, inspections, and customer communication that actually works, this episode is worth hearing.

Links:

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/

Figs Auto Repair: https://figsauto.com/

Les Aliff has the kind of story shop owners respect because it is built on reps, not hype. He came up through the work, learned what customers actually need when they are stressed and confused, and built Youngsville Auto Care into a shop that wins through clarity, consistency, and doing the right thing when it would be easier to rush.

In this episode, Les shares what he believes separates a good shop from a great one. Diagnosing the root cause instead of playing parts darts, documenting clearly so the customer understands the why, and training a team to think, not just follow instructions. He also gets honest about the hard parts of leadership, setting expectations, holding the line on standards, and building a culture where people take pride in doing it right.

If you want a practical conversation about integrity, tech development, and building a shop that customers trust long term, Les delivers.

Links:

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/

Youngsville Auto Care: https://youngsvilleautocare.com/

Michael Grueneich built Providence Auto Care with a clear mission: take care of people, not just vehicles.

In this episode, Michael shares how his faith and family values shape the way the shop operates day to day, from how they communicate, to how they handle tough conversations, to how they train the team to do what is right even when it is inconvenient. He talks about building trust the slow way, consistency, quality work, and transparency that helps customers make confident decisions.

You will also hear what it looks like to grow without losing the heart of the business. Hiring with character in mind, setting expectations early, and building a culture where the team actually enjoys coming to work. If you want a reminder that you can run a successful shop and still keep your values intact, Michael's story is worth hearing.

Links:

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/

Providence Auto Care: https://providenceautocare.com/

Mitch Krstovski did not enter this industry through the usual path. He studied business, lived abroad, spent time in New Zealand, and earned an MBA through MIT while based in Shanghai. He was on track for a corporate career in China until life pulled him back home fast. His dad was fighting cancer, his brother was overwhelmed running the family dealership, and Mitch stepped in to help carry the load.

That experience changed everything, and it eventually led Mitch to buy 5th Avenue Auto Service in Escondido, California, a full service independent shop known in North County San Diego for clean facilities, honest service, and a customer experience that does not feel like the greasy bay stereotype.

In this episode, Mitch gets practical about what most owners actually need right now. Customer retention, service writing, and sales systems that keep a busy shop from turning chaotic. He talks about why he is willing to be intentionally overstaffed in the name of growth, how he thinks about margins and profit, and why transparency through inspections and DVI style communication builds trust faster than any script.

He also shares how coaching, EOS, and training environments like ATI shaped his approach to leadership and accountability. If you want to run a real business, not just fix cars, Mitch's story brings a sharp, outside the industry perspective that still respects what happens in the bays.

Links:

Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.