Roger Kaufman went from dealership team lead to shop owner, learning how to step out of the bay and run the business. In this episode, he breaks down how he stabilized car count, rebuilt a fractured team, and created a hiring “bench” so staffing never blindsides him again.

Starting from a three-lift unit in 2009, Roger grew Kaufman’s Auto Repair to 7 lifts plus an alignment rack, processing ~40–45 cars a week. He invested in office space and systems so he could shift from technician to owner—while front-of-house pros like Sabrina (service writer) and Dwayne (CSR) became the daily “face” of the shop.

The hardest chapter: dropping from four techs to one after hurricanes and fit issues. Roger responded with continuous recruiting (BetterTeam), culture-first screenings, and even bringing back a retired “substitute tech” for coverage during vacancies and vacations. He also leans on ATI coaching and a 20-group to pressure-test KPIs and processes.

Operationally, the shop wins techs with an air-conditioned shop and no Saturdays. On parts, Roger’s loyalty is to the customer—mixing NAPA AutoCare, dealer OE when reliability matters (certain sensors), and name brands for starters/alternators and timing systems, backed by warranty and rebates.

Shop owners will walk away with a blueprint: speak goals out loud, build a bench before you need it, let advisors be the face, and manage quality and warranties with vendors while protecting margin and trust.

Guests:
Roger Kaufman — Kaufman’s Auto Repair — Sarasota, FL

What you’ll learn (shop-owner takeaways):
Hire for culture; keep an always-on pipeline
Use a “substitute tech” bench for coverage
Let advisors be the face; owners lead
Air-conditioning + no Saturdays attract techs
Balance OE/aftermarket; warranty for trust
Shift from in-bay to management with space
Track efficiency, comebacks, profitability
Speak goals; use peers/coaches for accountability

Call-to-Actions
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Links
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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, shop owner leadership, ATI coaching, hire technicians, service advisor training, DVIs and communication, technician efficiency, comeback rate, parts warranty strategy, NAPA AutoCare, dealer OE parts, Google Business Profile, four-day work week, recruiting pipeline, BetterTeam hiring, air-conditioned shop, no Saturdays policy, succession planning, shop growth strategies, customer trust

EPISODE METADATA
Episode number: 46
Guests: Roger Kaufman
Shop name: Kaufman’s Auto Repair
City/State: Sarasota, FL