Maximum Octane

What if you could transform every first-time customer into a loyal fan who tells everyone they know about your shop? According to Bruce Nation, owner of Westlake Independent Automotive in Southern California, the key lies in doing digital vehicle inspections (DVIs) right.

In this episode of Maximum Octane, Kim Hickey and Jason Patel sit down with Bruce Nation to uncover the overlooked power of DVIs. Bruce shares how a thorough, well-communicated inspection doesn’t just build trust, it creates fans. And fans don’t just come back, they bring their friends.

With nearly four decades in the industry, Bruce explains why most shops fail at DVIs, how accountability between technicians and service advisors changes everything, and why educating customers about both what’s right and what’s wrong with their vehicle is a game-changer. He also reveals the process behind his 45-minute inspections, how he doubled strut sales through progression reporting, and why assuming trust is the cornerstone of customer relationships.

Tune in to episode 125 of Maximum Octane if you’ve ever treated DVIs as just another box to check; this episode will challenge you to rethink them as one of the most powerful growth tools in your business.

04:30 Why DVIs are a true Blue Ocean strategy for auto shops

08:30 The secret to holding techs and service advisors accountable for complete inspections

09:20 Why pictures alone aren’t enough and how to make your DVI tell a story

14:30 The “How dare you?” test for shop owners who cut corners on inspections

16:20 How customer research time directly drives ARO (average repair order)

17:50 The progression method Bruce used to double strut sales

20:40 What to do when a car comes in needing $7,000 in work

24:20 The number one failure in shops: doing DVIs but not sending them

32:50 The small step Bruce’s techs take at the start of every DVI that prevents major headaches later

33:20 Why DVIs should be used to educate customers, not just cover liability

36:00 How proper DVIs increase pay for everyone in the shop, even the receptionist

Connect with Bruce Nation:

• LinkedIn
• Westlake Independent
• Follow Westlake Independent on Instagram

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

Hosted on Acast. See acast.com/privacy for more information.

What would it take for you to finally let go of the death grip on your business? For Connor Tracy, it took two flaming cars, a smashed customer vehicle, and missing his son’s homecoming photos.

In this episode of Maximum Octane, Kim Hickey and Jason Patel sit down with Connor Tracy, Kikui’s Director of Partner Development, for a candid conversation about the art and necessity of delegation. Connor shares his hard-earned lessons from years of doing everything himself, the breaking point that forced him to change, and how learning to empower his team completely transformed his shops’ culture, engagement, and results.

You’ll hear how he learned to hand over morning huddles, parts reconciliation, and even marketing tasks, along with the missteps, course corrections, and resources that made those delegations successful. Connor opens up about the ego traps that keep shop owners stuck, why measurable results matter more than “feelings,” and how giving away ownership can actually make you look like a rockstar leader.

Tune in to episode 124 of Maximum Octane if you’ve ever thought, “No one can do it as well as I can.” This episode will challenge that belief and provide you with the tools to start building a business that runs without you being chained to the counter.

Episode Takeaways:

• 02:20 Why most shop owners misunderstand delegation and how to do it right
• 04:39 The first and last things Connor delegated in his shop (and why huddles changed everything)
• 07:51 The flaming car incident that became his catalyst for change
• 10:34 How two mentors gave him the blunt truth about his leadership problem
• 18:46 When delegation fails and the missing piece most owners forget
• 21:18 Why your team might do your “special” tasks better than you
• 24:30 The ego trap: why pretending to be infallible backfires with your staff
• 28:05 How to connect delegation to culture, engagement, and measurable results
• 31:24 Why measurable benchmarks beat “feelings” every time

Connect with Connor Tracy:

• LinkedIn
• Kukui

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

Hosted on Acast. See acast.com/privacy for more information.

What happens when your shop's future depends on more than just hustle?

In this episode of Maximum Octane, Kim Hickey and Jason Patel sit down with ATI President Ron Greenman for a masterclass on succession planning, leadership evolution, and building a sustainable future for your business.

Ron shares real-life examples from his own unexpected path to leadership and how ATI’s growth exposed the cracks in traditional succession models. From the overlooked pitfalls of leadership transitions to the critical role of ongoing training, Ron breaks down what shop owners must do today to avoid chaos tomorrow.

Tune in to episode 123 of Maximum Octane and discover how a strong succession plan, future-focused leadership, and a commitment to training can elevate your shop from day-to-day survival to long-term success.

This episode is a must-listen for any shop owner who wants to lead with purpose and exit with confidence.

Episode Takeaways:

• 1:30 What Ozzy Osbourne’s farewell tour teaches us about legacy and handoffs
• 2:40 Why most succession plans fail the first time and what to do about it
• 4:10 What succession planning really means (hint: it’s not just selling your shop)
• 6:30 Selective hearing: Why shop owners miss the point on planning
• 7:00 The hidden failure in ATI's own management structure and how they’re fixing it
• 8:50 PSA: What not to say if you’re applying to be a coach
• 11:30 Ron’s career pivot: From CFO spreadsheets to leading ATI's mission
• 13:10 Shrinking business model? Why growth is survival
• 16:20 "I’m ready for change" vs. actually changing
• 20:30 Before you spend another dollar, are you using what you already pay for?
• 24:00 Why 40 hours of training per year should be the bare minimum
• 27:10 Career development in small shops: Stop using size as an excuse
• 32:50 Shop CEOs in training: Have a destination or risk wandering aimlessly
• 34:10 Rebuilding the team: Why direction is nothing without people

Connect with Ron Greenman:

• LinkedIn

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

Hosted on Acast. See acast.com/privacy for more information.

What if everything you built over decades hinged on just a few key decisions and a whole lot of grit?

In this episode of Maximum Octane, hosts Jason Patel and George Zeeks sit down with Gilda Dyckman to hear the incredible journey she and her husband Mike experienced while building and eventually selling a multi-million dollar auto repair business. From taking over a humble muffler shop and growing it into a full-scale operation, to overcoming legal battles, raising twins with special needs, and executing a well-planned exit strategy, Gilda shares powerful insights into resilience, entrepreneurship, and family business dynamics.

She opens up about the early struggles of managing with paper invoices and unsupervised staff, and how everything changed after joining ATI. With the right coaching, mentors, and systems in place, Gilda and Mike shifted from surviving to scaling. She also reflects on how retirement isn't the end of the road but the beginning of a new chapter filled with purpose and community impact.

Tune in to episode 122 of Maximum Octane and discover how grit, strategy, and the right support system can turn operational chaos into a successful and fulfilling business legacy.

Episode Takeaways:

• 1:00 Gilda's unconventional entry into the auto repair industry
• 5:50 The lawsuit, the "bad Mike," and learning tough business lessons early
• 10:40 Balancing business ownership with raising special needs twins
• 14:50 Why joining ATI was the wake-up call that changed everything
• 18:40 The toughest part of transitioning from DIY operations to data-driven decisions
• 24:20 Inside the 5-year plan to sell the business and how they pulled it off
• 31:30 Why succession planning should start the day you open your business
• 35:40 The overlooked business risk most shop owners aren't planning for
• 37:00 What retirement really looks like and how to prepare for it with confidence

Hosted on Acast. See acast.com/privacy for more information.

What would happen if you or one of your company’s key leaders suddenly couldn’t come back?

In this episode of Maximum Octane, hosts Kim Hickey and Jason Patel sit down with Tony Mercury, Vice President of Operations at Auto Shop Solutions, to talk about the moment his company had to face the unthinkable. When their CEO was suddenly out due to a serious illness, the team had to respond quickly and confront the gaps in their leadership transition strategy.

Tony shares the real story of what that moment looked like, what lessons they learned, and why every shop owner needs to stop putting off succession planning. You’ll hear about the emotional toll, the systems that helped them adapt, and how to start building a resilient team that can continue to operate, even if you can't be there.

This episode is a roadmap for shop owners who want to protect their people, preserve their culture, and safeguard the business they’ve worked so hard to build.

Episode Takeaways

1:10 What happened when Margaret got sick and why it shook the company

3:50 Why most shop owners avoid succession planning until it’s too late

6:20 How lack of structure turns a crisis into chaos

8:40 Why a “checklist for death” is not the same as a real plan

11:30 Three types of plans every business should have

15:10 How to start building systems that support leadership transition

18:00 Why your plan needs more than titles and SOPs

20:40 The risk of leaning too hard on one person, especially if it’s you

23:50 What you can do right now to prepare your shop for the unexpected

Meet Tony Mercury:

Tony Mercury is Vice President of Operations at Auto Shop Solutions and a seasoned leader in the auto repair industry. In this episode, he opens up about navigating a real leadership crisis and the insights that came from it. Tony shares why building systems, developing your people, and having clear succession plans is not just smart, it’s necessary.

Connect with Tony Mercury:

• LinkedIn
• Autoshop Solutions
• Follow Autoshop Solutions on Instagram
• Connect with Autoshop Solutions on LinkedIn

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

Hosted on Acast. See acast.com/privacy for more information.

Is your shop's logo doing all the heavy lifting? Spoiler alert: it's not even close.

In this episode of Maximum Octane, branding expert and Director of Business Development at Silver Lake Auto, Krista Oldenburg, teams up with Jason Patel to deliver a masterclass on brand strategy, AI-powered marketing, and the real reason customers (and employees) choose your shop over the competition.

You'll learn how to clarify your mission, stop wasting time on outdated social media posts, and turn ChatGPT into your best marketing hire—no budget bloat required.

If you're still treating branding like fluff, you're leaving revenue and recruiting power on the table. This episode shows you how to fix that.

Episode Takeaways:

1:50 Krista's journey from part-time social media specialist to Director of Business Development

4:10 The Harbor Freight vs. Snap-on analogy—and what it teaches us about branding

7:30 Why "brand" isn't your logo: it's your business DNA

9:00 What happened when Silver Lake got intentional with its brand 2.5 years ago

13:40 How to build a brand that attracts growth-minded techs

15:50 Mission statements that move the needle: "We exist to serve because you deserve better"

18:20 What shop owners get wrong on social media (and how to fix it)

21:10 The power of "edutainment" over generic review posts

24:40 Turning testimonials into trust-building content

26:00 Leveraging ChatGPT to run a strong strategy with a tiny team

30:20 How to audit your website, reviews, and social media using AI

33:00 What it means to "raise ChatGPT like a child" for your marketing

36:50 Creating your own GPT trained with your brand and voice

38:40 Holding vendors accountable like team members

MEET KRISTA OLDENBURG:

Krista Oldenburg is the Director of Business Development at Silver Lake Auto & Tire Center, where she's transformed the shop's branding and recruitment strategies. Starting as a part-time social media specialist, Krista now leads growth initiatives, vendor relations, and a high-impact marketing operation—all with a lean team and an AI edge.

She's a self-proclaimed "professional extrovert" who believes in bold branding, clear messaging, and human-first marketing. Her roundtable at the Super Conference sparked this episode's in-depth exploration of how auto repair businesses can grow by prioritizing brand clarity.

Connect with Krista Oldenburg:

• LinkedIn
• Silver Lake Auto & Tire Centers
• Silver Lake Auto & Tire Centers LinkedIn

Resources mentioned:

• The Brand Infinity Loop
• Leverage ChatGPT
• The Great Eight
• Building Blocs of Brand Identity
• ChatGPT Prompts

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

Hosted on Acast. See acast.com/privacy for more information.

How about saving your auto repair shop thousands of dollars a month and offering your customers a faster, smoother checkout experience? And the best part: without touching your rates?

In this episode, Kim Hickey and Jason Patel sit down with Dr. Mark Hale, a payments innovator and former QuickBooks CTO, to discuss one of the most overlooked leaks in auto repair shops' profitability: credit card surcharges.

Dr. Hale introduces Express by FacePay, a modern, secure, and customer-friendly alternative to traditional payment processing. From reducing fees to enhancing customer satisfaction and streamlining after-hours pickup, Express is more than a payment platform; it's a strategic upgrade for the way you do business.

Tune in to episode 119 of Maximum Octane to discover how you can improve your margins, increase customer convenience, and future-proof your shop with smarter, safer tech.

In This Episode, You'll Learn:

• How much surcharges are really costing your shop—and why your customers hate them (2:50)
• Why Express is a win-win: no fees, no friction, no surprises (7:40)
• How one shop saved thousands in just a few months (11:10)
• What the "Fast Break" rental model can teach you about modern auto checkout (16:50)
• How Express secures payments without risky card numbers or chargebacks (22:10)
• Why customer experience is now your most powerful competitive edge (31:10)
• The cultural shift: how to stop resisting tech and start designing for your customer (36:50)

Connect with Dr. Mark Hale:

• LinkedIn
• Express by Facepay

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

Hosted on Acast. See acast.com/privacy for more information.

Have you ever looked around your shop and wondered, "Am I really running this place, or just surviving in it?" Many shop owners start as top techs, but once the bays are theirs, the leadership grind hits differently.

In this episode, co-hosts Jason Patel and Mike Bennett sit down with Clinton Jones, owner of Accomplished Auto, who opens up about the messy, expensive lessons he learned transitioning from technician to shop leader. Clinton shares how a hands-off approach, hiring the wrong manager, missing key financial red flags, and losing connection with the community his business served almost cost him his auto shop.

Tune in to episode 118 of Maximum Octane to learn how to go from running yourself into the ground to building a team that runs with you. Join Clinton's masterclass in why leadership isn't optional, how accountability can transform not just your shop, but your entire life, and the wake-up call that lit the fire, and took Clinton to pay attention to building real systems, setting standards, and stepping into his role as a leader with a vision.

In This Episode, You Will Learn:

• From tech to owner: Clinton's unexpected journey (1:20)
• When you're ready, coaching works (3:00)
• The hire that nearly destroyed the shop—and how Clinton missed the signs (4:20)
• Why accountability is the real game-changer (8:30)
• “Feelings aren’t facts”—how Clinton learned to lead with data (11:50)
• Building a vision that’s bigger than you (15:00)
• Modeling accountability: Your team won’t go where you haven’t gone (17:10)
• Creating a culture of ownership and pride (21:20)

Connect with Accomplished Auto:

• Website

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

Hosted on Acast. See acast.com/privacy for more information.

One of your technicians needs a tool and doesn't know where it is. So he goes and asks another, who doesn’t know either, so they go and ask a third tech, who, by the way, also doesn’t know where that tool is. Now you have a group of people roaming around your auto shop, and you're losing money. All this hassle could’ve been avoided with one word: organization.

In this episode, Reiny Salmen joins us to talk about one of the most overlooked topics in the automotive industry: organization. Reiny is the owner of Loyola Service in Glenview, Illinois, a business he transformed from a “hot mess” into an efficient, easy-to-navigate shop with spot-on inventory and systems that actually work.

Tune in to episode 117 of Maximum Octane and learn how organizing your auto shop can become a cornerstone of your culture, boost your KPIs, and make your internal customers happier. You'll also hear Reiny talk about the magical before and after of investing heavily in organizing Loyola Service, the importance of holding your internal customers accountable, why an organized shop produces more (and more efficiently), and much more.

In This Episode, You Will Learn:

• Why shop organization is crucial (3:40)
• An organized auto shop can transform customers' experience (6:00)
• Why internal customers must be held accountable (14:10)
• Why organized auto shops produce more and more efficiently (18:10)
• Reiny shares organizational strategies and tools (23:00)
• Are organized auto shops easier to prepare for succession? (28:20)

Connect with Reiny Salmen:

• Loyola Service website
• Get a hold of Imperial Supplies LLC

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

Hosted on Acast. See acast.com/privacy for more information.

Is it possible to turn constant training into part of your auto shop's culture?

In this episode, we explore how to make technicians' development a core part of any auto repair shop culture with Angie and Ken Rocha from Rocha's Automotive. From incentivizing techs to stay engaged with rapidly evolving technology to viewing training as an investment rather than a cost, Angie and Ken have found that ongoing learning is key to delivering top-notch customer service.

Throughout this episode, you'll learn how to create a culture that promotes constant learning and why it is crucial to improve service quality and keep internal customers engaged and motivated. You'll also hear about the importance of finding techs eager to evolve, how to generate training that engages techs, why you can't think of Identifix as a replacement for training, and much more.

Tune in to episode 116 of Maximum Octane and discover why investing in technicians' training is a shortcut to building loyalty, skills, and long-term success.

In This Episode, You Will Learn:

• Why you should invest in techs' training (4:30)
• How to create a culture of continuous learning (9:40)
• About the importance of finding (and retaining) the right technicians (12:20)
• Does culture attract talent (19:00)
• How to make learning engaging (25:20)
• How to keep yourself and your team motivated (32:00)
• The importance of celebrating wins to strengthen culture (37:40)

Connect with Angie & Ken:

• Rocha's Automotive
• Phone: (707) 682-9711

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: [email protected]

Hosted on Acast. See acast.com/privacy for more information.