SOS - Shop Owner Solutions

In this episode of the Shop Owner Solutions podcast, ShopOwner editor Doug Kaufman discusses the importance of innovation and adaptability for businesses with Jeff Kritzer, BendPak president and CEO. The company started as a small machine shop, then diversified into making pipe benders and muffler racks.

Through the creative spirit and risk-taking of leaders like Jeff Kritzer, BendPak continually introduced new products and expanded into new markets, rather than staying complacent in their original offerings. This allowed the company to thrive while many of their competitors in the muffler shop business declined. Customer service is a top priority for BendPak, as evidenced by Kritzer's hands-on involvement and commitment to rapid response times.

Kritzer emphasizes the importance of "first call resolution" and being available to personally address customer concerns, rather than routing issues through complex ticket systems. He believes that quickly resolving customer problems, even minor ones, is critical to maintaining strong relationships and a positive reputation in the industry.

Kritzer encourages shop owners and other industry professionals to embrace change and diversification, rather than remaining stuck in the status quo. He views complacency as the death knell for many businesses, and believes that introducing new revenue streams, adapting to market shifts, and providing excellent customer service are key to long-term success. Kritzer's own personal involvement and innovative mindset serve as an inspiration for others looking to grow their businesses.

ShopOwnerMag.com
BendPak.com

In this episode of Shop Owner Solutions, Doug Kaufman, editor of Shop Owner Magazine, interviews Miguel Cornejo, product manager for TrakMotive to discuss the importance and function of driveshafts in vehicles.
"Driveshafts are responsible for transferring torque from the engine to the wheels, allowing the vehicle to move," explains Cornejo. "They are precision-balanced and weighted to minimize vibration and noise. Of course, the configuration of driveshafts varies depending on the type of vehicle."
The hosts also highlight the different types of driveshafts and the engineering that goes into their design. They discuss common issues that can occur with driveshafts, such as U joint problems and alignment issues. Diagnostic steps for identifying driveshaft issues are also mentioned, including clunking sounds and vibrations during acceleration. 
This episode of Shop Owner Solutions is sponsored by TrakMotive, a leading global manufacturer of new CV axles, ATV and UTV CV axles, driveshafts and window regulators for automotive and light duty truck applications with a continued focus on meeting or exceeding OE specifications on every product. 
For more information, visit trakmotive.com.

In this episode of Shop Owner Solutions, Doug Kaufman, editor of Shop Owner Magazine, interviews Miguel Cornejo, product manager for TrakMotive. They discuss the common causes of axle failure, such as road conditions, vehicle modifications, and improper installation. They also emphasize the importance of regular maintenance and inspection to prevent axle failure.
Cornejo explains TrakMotive’s comprehensive range of product lines to cater to different vehicle applications. The XTT line is designed for lifted vehicles and offers increased articulation and durability. The HDX line provides an upgraded OE replacement axle, while the Monoblock line offers a one-piece design for specific applications.
They also discuss the symptoms of axle failure, such as clunking, popping, and vibrations. Cornejo recommends inspecting the axle for torn boots, grease slinging, and damaged clips before installation. He also emphasizes the importance of following proper installation procedures, including torque specifications and avoiding the use of impact tools.
Cornejo advises installers to use the VIN decoder on the TrakMotive website to ensure the correct axle is selected for each vehicle. In addition, he highlights other resources available on the TrakMotive website, including tech bulletins, installation tips and ways to contact the technical team. He encourages installers to reach out to their tech support team for assistance with any questions or issues.
Overall, the episode provides valuable insights into the complexities of diagnosing and repairing CV axle and drive shaft complaints.
This episode of Shop Owner Solutions is sponsored by TrakMotive, a leading global manufacturer of new CV axles, ATV and UTV CV axles, drive shafts and window regulators for automotive and light duty truck applications with a continued focus on meeting or exceeding OE specifications on every product.
For more information, visit trakmotive.com.

It's the most wonderful time of the year. Commercials and holiday movies tell us it's the time to sit quietly, reflecting on family and friends. Basking in the blessings you have. Soft music, twinkling lights, gentle snowflakes. You know the stories. All is calm, all is bright – unless you're a shop owner trying to get through the end of the year with your sanity intact. We're talking about surviving the Christmas chaos, the Hanukkah havoc, the Kwanza craziness.

In this Shop Owner Solutions podcast episode, Doug Kaufman and Clint Cooper discuss the challenges that shop owners face during the holiday season and offer tips on how to navigate the chaos. They emphasize the importance of balancing personal and professional pressures, especially when it comes to managing employees and customer expectations.
Cooper shares personal stories of his experiences growing up in a muffler shop and witnessing the struggles and successes of his parents as small business owners. He highlights the significance of showing compassion and appreciation to employees during the holidays, whether through holiday bonuses or thoughtful gifts.
Cooper also emphasizes the importance of taking time for oneself and not letting the stress of the season consume shop owners. He encourages shop owners to reflect on their experiences and make resolutions to be more mindful and proactive in the coming year.
This episode is sponsored by AP Emissions. Since 1927, AP Emissions Technologies has been serving customers in the light and commercial vehicle aftermarkets with a passion for innovation, enabling them to stay at the forefront of emissions and exhaust products.

The auto care industry in the US is a significant part of the economy, generating nearly $480 billion in revenue and employing millions of people. However, the industry also faces a high rate of parts returns, with nearly one in four auto parts being returned. This is a costly and wasteful issue that needs to be addressed.

In this episode of Shop Owner Solutions, Doug Kaufman and Clint Cooper from AP Emissions discuss the best way to eliminate warranty return waste - by fixing the REAL problem that caused the failure in the first place.

One of the main reasons for returns is customers ordering the wrong part or failing to diagnose the issue correctly. Manufacturers in the aftermarket space are concerned about this issue and are working to improve cataloging accuracy and provide better diagnostic support to customers. Additionally, warranty abuse is a problem, with some customers returning perfectly good parts or even sending back unrelated items.

The durability of aftermarket parts compared to OE parts is also discussed, with aftermarket parts designed to last the remaining life of the vehicle rather than the entire lifespan.

Warranty issues with mufflers and pipes are also mentioned, including sound attenuation and fitment problems. Overall, the industry is working to reduce returns and improve customer satisfaction.

This episode is sponsored by AP Emissions. Since 1927, AP Emissions Technologies has been serving customers in the light and commercial vehicle aftermarkets with a passion for innovation, enabling them to stay at the forefront of emissions and exhaust products.

In part one of this two-part conversation about the who and how of hiring, Roy Niemi of A and D Auto and Body Repair explained what goes into finding great employees in this environment. That's critical, but even more important? Keeping the great ones you already have.

In part 2 of this special Shop Owner Solutions interview, Roy Niemi, owner of A and D Auto and Body Repair in Haslett, MI, discusses his methods for hiring and retaining great employees in the automotive industry. He emphasizes the importance of looking for specific traits and attributes in potential hires, such as confidence, good character, and motivation.

With host Doug Kaufman, Niemi also highlights the value of involving the existing team in the hiring process through group interviews and discussions. To retain employees, Niemi stresses the need for regular interaction and engagement, setting goals and expectations, and understanding their individual aspirations. He also shares the benefits of implementing a four-day work schedule, which allows for more recuperation time and has increased productivity in his shop.

Shop Owner Solutions is sponsored by AP Emissions.

Everybody talks about the need for technicians, but is there anything you can do about it? Shops today are competing for new employees with every other industry, and as you've probably found out, the results can be frustrating. Is it time to head to the basement and ride out the storm, or are there blue skies ahead?
In this episode of Shop Owner Solutions, Doug Kaufman discusses the challenges of finding technicians for automotive shops and interviews Roy Niemi, the owner of A&D Auto and Body Repair in Haslett, MI, who has successfully grown his shop from seven to over 30 employees during a very difficult business environment.
Niemi explains that he focuses on hiring individuals with great qualities, work ethic and drive, rather than solely relying on technical skills. He also emphasizes the importance of creating a family-like culture within the shop and investing in the development of his employees. Niemi shares his strategies for finding potential employees, including partnering with local trade schools and community colleges, as well as high school vocational programs. He also discusses the mentorship program in his shop, where experienced technicians pass on their knowledge and skills to the next generation.
Niemi says he believes in a people-first approach and prioritizes the long-term growth and success of his employees over immediate profits. This episode of Shop Owner Solutions is sponsored by AP Emissions, a manufacturer of emissions and exhaust technologies.

There has been a lot of technology in the automotive industry that has come and gone, faded into history and really forgotten by the next generation. Remember eight track players or CD players for that matter, digital speedometers, power antennas, ashtrays, and cigarette lighters? Still, some things introduced decades ago are still found on every vehicle, and despite their long, healthy history, catalytic converters may be the most misunderstood component on a car.

In this podcast episode, Doug Kaufman, editor of Shop Owner Magazine, interviews Clint Cooper, a strategic Account Executive at AP Emissions Technologies, about catalytic converters in the automotive industry. They discuss the misconceptions surrounding catalytic converters and how they work to reduce harmful exhaust emissions.

Cooper explains the changes in technology and the advancements made by AP Emissions in the coating process of catalytic converters, which allows for more efficient use of precious metals and lower costs. They also touch on the issue of catalytic converter theft and the impact of electric vehicles on the future of catalytic converters.

Overall, they conclude that catalytic converters will continue to be an essential component in vehicles for many years to come.

For more information, visit APEmissions.com or ShopOwnerMag.com.

Common wisdom tells us that cats have 9 lives – you just can’t kill ‘em. Or, if they go missing, must wait and they’ll eventually come back. As a shop owner, of course, those facts are far from realistic - at least when it comes to the most important and enigmatic cat in the shop, the Catalytic Converter.

In this episode of Shop Owner Solutions, Clint Cooper - Strategic Account Executive at AP Emissions Technologies and a master of explaining what goes on in a vehicle’s exhaust system - explains what can kill a cat, what you can do to help your customers prevent it and how to prevent it from happening again.

Cooper explains how emissions requirements have changed, exactly what a catalytic converter does (and how) and what techs can look for to diagnose why a converter failure happened in the first place.

Shop Owner Solutions has been created to help throw a lifeline to shop owners, helping you understand that the struggles you're facing are not unique. Shop Owner Solutions is presented by AP Emissions. Since 1927, AP Emissions Technologies has been serving customers in the light and commercial vehicle aftermarkets with a passion for innovation enabling them to stay at the forefront of emissions and exhaust products.

Visit APemissions.com to learn more.

Science fiction and Hanna-Barbera promised us all sorts of fantastic things to make our lives easier - moving sidewalks, robot maids, mind-reading appliances and flying cars should have BEEN here by now. As it turns out, The Jetsons were only PARTLY ahead of the game.
What's the most important thing you're looking for in your automotive repair facility today? Some might say more customers, some might answer faster technicians, some might say higher repair orders. All of these are important factors, but they're not mutually exclusive. Today we're here to discuss one resource that can possibly help you solve all three dilemmas - perhaps foreshadowed by science fiction cartoons.

It seems like 40 or 50 years ago, artificial intelligence meant robots, and that was either scary or totally comedic depending on your generation. They were never really considered a partner – but we've come to rely on artificial intelligence to assist us in many aspects of our daily lives, so much so that we don't even think about it anymore. In this episode of Shop Owner Solutions, Doug Kaufman, editor of ShopOwner magazine talks about the ways artificial intelligence can make a real difference in your shop's personality, productivity and profitability. His guest is Eric Turkington, Vice President of Growth at Ortho, creators of shop-specific artificial intelligence resources.