What does the future of the automotive repair profession look like through the eyes of technicians themselves? Jay Goninan unpacks Wrenchway’s annual Voice of Technician survey with 4,700+ responses, revealing a concerning drop in satisfaction, but also a roadmap for improvement.

Key Insights:

This isn’t just about attracting new talent; it’s about creating workplaces where technicians feel valued, respected, and see a future in the industry.

Jay Goninen, WrenchWay

The conversation draws on insights from the 2025 Paar Melis Benchmark Report, built from verified financials and survey data from hundreds of shops. The report reveals what top performing shops are doing differently and where common challenges remain.

Key Takeaways:

David Boyd, Six Sigma Black Belt, emphasizes that defined processes and systems are essential for shop efficiency and growth. Every task follows a process, whether recognized or not, and “rapid toggling” (doing the same job differently each day) leads to chaos.

Key Insights:

Define Processes: Ask “Why do you do it that way?” to uncover gaps and create consistency.

Use DMAIC: Define, Measure, Analyze, Improve, Control, establish “normal” and fix what’s “abnormal.”

Apply Lean Thinking: Reduce wasted motion and idle time (e.g., proper tool placement, faster approvals).

Link KPIs to Action: Observe workflows directly (“management by walking around”), not just reports.

Commit to Continuous Improvement: It’s a loop, not a one-time fix.

For MSOs: Scaling requires standardized systems and local accountability.

The payoff: higher efficiency, stronger customer experience, productive technicians, fewer mistakes, and sustainable growth.

David Boyd, https://www.callinbound.com/

Ghosting, when candidates or employers suddenly stop communicating, is one of the biggest frustrations in the automotive hiring process. It impacts everyone, from fresh tech school grads to 30-year veterans, and makes filling roles even harder.

For Candidates

Be Honest: Shops value transparency about skills and areas for growth.

Make a Strong Impression: Be punctual, dress appropriately, and communicate delays.

Stay in Touch: Keep recruiters and shops updated, communication builds trust.

For Shop Owners

Move Fast: Top technicians field multiple offers. A quick verbal offer after a strong first interview can secure them.

Be Clear: Write detailed job ads that set expectations and filter unqualified applicants.

Mind Your Reputation: Shop appearance, online reviews, and culture shape candidate perceptions.

Show the Opportunity: Highlight training, career growth, wages, and benefits beyond just pay.

Prepare for Counter Offers: Be ready to show long-term value when candidates get tempted to stay put.

Recruiters like Promotive help both sides by prepping candidates for interviews and matching shops with the right cultural and financial fit.

The bottom line: honesty, communication, and speed are the antidotes to ghosting. Treat the hiring process like a first date, make it the start of a strong, lasting connection.

It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit https://gopromotive.com/

Thanks to our partners Promotive and Wicked File

What would happen if your shop—or any business—was hit with a wage and hour audit tomorrow?

The answer might shock you. For many owners, even those with the best intentions, missteps in overtime, classification, or documentation could result in penalties large enough to shut doors permanently.

In this episode of Business by the Numbers, Hunt Demarest sits down with Jamie Hasty, Vice President of SESCO Management Consultants and a leading authority in employment regulation compliance. Jamie brings more than two decades of experience helping businesses navigate the complexities of wage and hour law, overtime requirements, employee handbooks, and Department of Labor audits.

From California lunch breaks to discretionary bonuses, Jamie breaks down the most common pitfalls, why “intent” won’t save you in court, and the proactive steps every business owner should take before regulators—or lawyers—come knocking.

What You’ll Learn in This Episode:

• (01:38) Why overtime rules haven’t changed as much as the headlines suggest
• (03:46) The #1 financial liability most business owners overlook
• (08:57) How misclassifying employees—even accidentally—can cost millions
• (13:37) The difference between discretionary vs. non-discretionary bonuses
• (23:02) Why accurate timecards are your best legal defense
• (34:49) How to avoid the hidden dangers of generic employee handbooks

If you’re a shop owner—or any employer—this conversation could be the wake-up call that saves your business.

Resources:

Connect with Jamie Hasty and SESCO Management Consultants: sescomgt.com [email protected]

Thanks to our partner Promotive

It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit https://gopromotive.com/

Thanks to our Partner WickedFile

Turn chaos into clarity with WickedFile, the AI for auto repair shops. Transform invoices into insights, protect cash flow, and stop losing parts, cores, or credits to maximize your bottom line. visit https://info.wickedfile.com/

Paar Melis and Associates – Accountants Specializing in Automotive Repair

Visit us Online: www.paarmelis.com

Email Hunt: [email protected]

Text Paar Melis @ 301-307-5413

Download a Copy of My Books Here:

• Wrenches to Write-Offs
• Your Perfect Shop 

Aftermarket Radio Network

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.

Thanks to our Partner, NAPA Autotech Training and Pico Technology

Watch Full Video Episode

In this thought-provoking solo episode, Matt Fanslow tackles the complex and personal question: "What is success?" Drawing a fascinating parallel to Einstein's theory of relativity, Matt argues that there is no universal definition of success, just as there is no universal clock. Success, like time, is personal and relative.

He explores how a "successful" outcome for a rookie technician (simply completing a complex job correctly) is vastly different from the definition of success for a seasoned master tech (high efficiency and productivity). Matt urges listeners—whether shop owners, managers, or technicians—to define success on their own terms, celebrate personal victories, and create environments where individuals can chart their own improvement.

Key Discussion Points:

• The Physics Metaphor: How Einstein's theory of relativity—specifically, that time is not universal but personal—provides a powerful framework for thinking about success.
• No Universal Benchmark: Why comparing your success to billionaires like Elon Musk or elite athletes is a flawed and discouraging exercise.
• Success in the Shop:
• For a new tech, success might be finishing a job without help, even if it took three times the book time.
• For management, success is often tied to metrics like productivity and profit.
• The importance of acknowledging and validating these different definitions.
• The Role of Leadership: Managers must communicate clear, reasonable definitions of success and provide the systems and support for their team to achieve it. This includes mentoring on efficiency without dismissing initial accomplishments.
• Embrace the Learning Process: True growth comes from analyzing failures and missteps. Don't shortchange yourself by only focusing on the end result; take pride in the incremental wins.
• A Changing Industry: With a smaller pool of naturally experienced talent, shops must focus on building systems that allow a wider range of people to succeed, rather than expecting new hires to "succeed in spite of poor systems."

Quotable Moments:

• "There is no universal success. There's only personal success."
• "Give yourself credit where credit's due... validate their successes, even as meager as we may find them to be."
• "This profession is really, really good about pointing out to us is we don't got it."
• "The failures, the hiccups, the missteps, that's where the learning comes in."

Call to Action: How do you define success in your professional and personal life?

Thanks to our Partner, NAPA Autotech Training

NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.

Thanks to our Partner, Pico Technology

Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Pinpoint faults in sensors, wiring, and components with unmatched accuracy. Visit PicoAuto.com and revolutionize your diagnostics today! 

Contact Information

• Email Matt: [email protected]
• Diagnosing the Aftermarket A - Z YouTube Channel
• Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

Thanks to our Partners, Shop Boss and AppFueled

Ryan Grace and David Gibson, former techs turned shop owners, join host Brian Walker to share how they built Pleasant Automotive in Wake Forest, NC. They started with a website before they even had a location. With no deep pockets or big investors, they focused on smart, strategic marketing moves that helped them grow fast without wasting money.

Brian dives into their decision-making process, from ditching direct mail to doubling down on Google LSAs, and how strong phone skills turned casual calls into loyal customers. They talk openly about what worked, what flopped, and how they’ve created a brand that feels more like a high-end speakeasy than a typical auto shop.

This episode is packed with takeaways for shop owners who want to scale without the fluff. It’s about being intentional, building relationships, and letting marketing fuel real growth.

• Introduction and Sponsor Acknowledgment (00:00:01) Host introduces the podcast, guests, and thanks sponsors.
• Background and Shop Ownership Journey (00:01:03) Ryan and David share their transition from technicians to shop owners and their first year in business.
• Tesla Specialty and Local Market Opportunity (00:01:59) Discussion of their focus on Tesla repairs due to poor local dealership service.
• Early Marketing Strategy: Website and SEO (00:03:46) Started with a website and SEO before opening, aiming for Google visibility from day one.
• Financial Preparations and Entrepreneurial Mindset (00:06:06) Talk about financial risks, faith, and foundational steps like securing a domain name.
• Scaling Services and Adding Marketing Channels (00:07:52) Gradual addition of services and marketing channels, including Google Ads.
• Seeking Industry Guidance and Community Involvement (00:08:59) Leaning on industry experts, SCORE, and engaging in community programs like Adopt a Highway.
• Evaluating Community Marketing ROI (00:09:52) Discusses the intangible benefits of community involvement and local visibility.
• Initial Marketing Company Experience (00:11:21) Tried a budget marketing company for website/SEO; found it ineffective and disappointing.
• Value of Investing in Quality Marketing (00:13:03) Realization that higher-quality, more expensive marketing services yield better results.
• Balancing Aggressive Growth with Financial Prudence (00:16:24) How they scaled marketing aggressively but sustainably, reallocating budget from ineffective channels.
• Best Performing Marketing: Google Local Service Ads (00:17:31) Google Local Service Ads identified as the most effective marketing channel.
• Optimizing and Adapting LSA Campaigns (00:18:29) Describes the learning curve and adjustments needed to maximize LSA effectiveness.
• Importance of Phone Skills and Customer Service (00:20:02) Emphasizes the role of strong phone skills and customer care in converting leads.
• Advice for New Shop Owners on Marketing (00:21:47) Recommends launching a website early and investing in top-tier marketing services.
• AI, Online Presence, and Future Trends (00:22:04) Mentions being found on Reddit, the rise of AI, and its impact on business visibility.
• Future Plans for Pleasant Automotive (00:23:24) Plans to expand with more small, relationship-focused locations, maintaining a "speakeasy" feel.
• Closing Remarks and Anecdotes (00:24:52) Host and guests share personal stories, thank listeners, and wrap up the episode.

Lagniappe (Books, Links, Other Podcasts, etc)

Pleasant Automotive 

Google Local Services Ads

Auto Shop Owners Group (ASOG)

SCORE Mentorship

How To Get In Touch

Join The Auto Repair Marketing Mastermind Group on Facebook

Meet The Pros

Follow SMP on Facebook

Follow SMP on Instagram

Get The Ultimate Guide to Auto Repair Shop Marketing Book

Email Us Podcast Questions or Topics 

Thanks to our Partners, Shop Boss and AppFueled

This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you.  

AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”

Aftermarket Radio Network

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.

In today’s fast paced industry, automation and digital tools like texts, emails, and online bookings make business easier but often leave interactions feeling “people free.” Convenience can come at the cost of real customer relationships, reducing decisions to price alone.

Mike Carrillo, founder of Autoshop Follow-Up, reminds shops that while automation has its place, nothing replaces the power of a phone call. His company helps shops bring back that personal touch, building the know, like, and trust factor every business depends on.

Why phone calls matter:
• Build trust and loyalty by making customers feel valued.
• Prevent lost business by uncovering issues before they turn into bad reviews.
• Gain insights you can’t get from analytics alone.
• Challenge digital norms: 40% of calls get answered, even by younger generations.
• Ensure consistency with dedicated ambassadors who represent your shop’s culture.

Texts are great for generating reviews, but they miss the middle ground where future revenue lies. A thoughtful follow-up call turns transactions back into relationships, because at its core, auto repair is a people business.

Visit ShopMarketingPros.com/chris to partner with a team that

understands your business. Because every great shop deserves marketing

that’s just as great.

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private Facebook group go here:

https://www.facebook.com/groups/autorepairmarketingmastermindIn

​In this episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching delves into the emotional challenges that clients often encounter when beginning their coaching journey. He discusses how feelings of vulnerability, uncertainty, and even anxiety are common among shop owners as they take the first steps toward change and improvement. Chris emphasizes the critical importance of empathy from coaches, explaining that understanding and validating these emotions helps build trust and rapport. He also stresses the need for clear, open communication and consistent reassurance, noting that coaches should be approachable and supportive, guiding clients through the process with patience and understanding.

Drawing from his own experiences working with a variety of auto repair shops, Chris shares stories that illustrate the transformative power of coaching when both parties are actively engaged. He encourages shop owners to remain present and communicative throughout the coaching relationship, warning against the tendency to "ghost" their coach when challenges arise. According to Chris, active participation, honest feedback, and a willingness to confront difficulties head-on are all essential ingredients for achieving meaningful results and lasting success.

Additionally, Chris highlights the pivotal role of leadership—not only within the coaching relationship but also in the day-to-day operations of an auto repair shop. He explains that effective leaders create environments where both clients and customers feel safe, respected, and valued. This sense of security fosters stronger relationships, higher morale, and better business outcomes.

The episode is sponsored by Shop Marketing Pros, a company specializing in marketing solutions tailored specifically for auto repair shops. Their expertise helps shop owners attract new customers, retain existing ones, and grow their businesses through strategic, results-driven marketing campaigns.

To listen to more episodes, make sure and go over to iTunes and or Spotify.

Don't forget to rate and review us!

Connect with Chris:

AutoFix-Auto Shop Coaching

www.autoshopcoaching.com

www.aftermarketradionetwork.com

940-400-1008

Facebook: https://www.facebook.com/AutoFixAutoShopCoaching

YouTube: https://bit.ly/3ClX0ae

Email Chris: [email protected]

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.

Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/

Check out their podcast here: https://autorepairmarketing.captivate.fm/

If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind

The Aftermarket Radio Network

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In Our Episode Today:

Many of our loyal listeners have heard me mention my older, little, brother Shaun, or you have heard me jesting with host of Diagnosing the Aftermarket A-Z, Matt Fanslow…

Today you get to see us sit in the room and have a genuine conversation!

I notice in my day-to-day interactions with aftermarket professionals, that many of the businesses I interact with are lacking a real diagnostic specialist on their staff.

A diagnostic specialist is one who can troubleshoot complex electrical, mechanical, or hydraulic issues using advanced tools, resources and experience.  The value of their knowledge to ensure repairs are done right the first time, earn the business revenue based on knowledge, and save your clients money by preventing unnecessary repairs, is undisputed.

Why are there not more of these types of specialists in our industry?

How might communication skills play a part?

Are networking skills a critical factor in developing other skills? 

When you hear Matt and Shaun talk about the investment in time, both in the shop, and outside of it - to develop their skills - some will be energized, some may feel dismayed - but the path is a bright one for those who are willing - and we will hear in this conversation what worked for Matt and Shaun as they began their journey - and we get to hear a bit about where it has brought them now.

In this conversation you’ll hear:

• Times of sacrifice outside the normal hours
• The need for creating space to practice new skills in balance with demands of business
• The impact of mentors
• The value of adopting a learning mindset
• Some valuable caveats if you find yourself at a dinner with Matt Fanslow
• Shaun always trying to hire people to join MAS - because he just can’t not.

The WOTD is a fitting one for the diagnostic backdrop:

Nebulous.

adj.

A formal word used to describe something that is difficult to see, understand, or describe—in other words, something indistinct or vague.

I know you’ll enjoy listening to Matt and Shaun!  Because of their early friendship, I was led to events and networks I would likely not have found on my own. 

I’m grateful for the opportunity to share this conversation with you now!

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/