Growing a shop starts with staying connected to the people who already trust you. In this Origin & Impact episode, Steve Finzel explains how communication, CRM systems, advisor training, and a consistent customer experience became the backbone of his growth. His story gives shop owners a clear roadmap for turning better communication into real marketing momentum.

Steve began his career as a technician, eventually taking over a struggling two-bay shop and rebuilding it from the ground up. The early years pushed him to understand customers, build trust quickly, and learn the business side the hard way — all lessons that shaped the future of Finzel’s Master Tech.

As his operation expanded into multiple buildings and 19 bays, new challenges emerged: rising costs, ADAS requirements, staffing, workflow control, and the need for a consistent brand experience. Steve realized that scaling wasn’t just about equipment or space — it was about communicating clearly, training advisors, and ensuring every customer touchpoint matched the shop’s standards.

With coaching, digital systems, CRM-driven outreach, and a stress-free in-shop experience, Steve refined his business into a customer-first operation. Consistent communication improved retention, digital inspections increased trust, and marketing became more effective because the experience matched the messaging.

For shop owners and marketers, this episode shows why communication IS marketing. When you keep in touch with customers the right way, growth becomes predictable — not accidental.

Guests:

Steve Finzel — Finzel’s Master Tech — Terre Haute, IN

What you’ll learn (shop-owner takeaways):

How consistent communication drives retention

Why CRM touchpoints matter more than ever

How advisor training improves marketing ROI

When ADAS calibration becomes a liability risk

What makes a stress-free customer experience

How coaching accelerates shop performance

Why systems must match your marketing

How to scale without losing customer trust

Call-to-Actions

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Links

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

Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993

YouTube: https://www.youtube.com/@aashopmarketing

Podcast: https://creators.spotify.com/pod/profile/garagegrit

Keywords

auto repair marketing, CRM communication, customer retention, shop coaching, ADAS calibration, advisor training, shop leadership, digital inspections, workflow management, auto repair profitability, mechanical shop growth, repair shop operations, front desk communication, small business marketing, auto repair SOPs, retention systems, service advisor development, customer experience strategy

EPISODE METADATA

Episode number: 52

Guests: Steve Finzel

Shop name: Finzel’s Master Tech

City/State: Terre Haute, IN