The Gearbox Podcast

Brian Walker is the Owner and CEO of Shop Marketing Pros. In this episode, he and Jimmy Purdy discuss the challenges and strategies of customer interactions and marketing within the automotive industry. Brian discusses the importance of action in marketing efforts, emphasizing that doing nothing is not an option. Jimmy and Brian also explore the complexities of balancing different roles in a business, highlighting how marketing, HR, and other business aspects require careful management for success.

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00:00 Solo trip cut short, returned home early.

09:34 Traveling inspires new possibilities and perspectives.

16:19 Business skills didn't come naturally, causing failure.

18:50 The 2008 crisis revealed my business weaknesses and improvement.

23:25 Handle imperfections well to gain loyal supporters.

31:16 Early web presence grew tech-heavy shop significantly.

34:30 Auto repair undercharging compared to other trades.

40:27 Rebranding needed due to misleading business names.

47:51 Rebranding emphasizes automotive and retains customer goodwill.

50:57 Undervalued service advisors; optimal 1:1 advisor-technician ratio.

53:56 Balancing productivity and needs justifies staffing choices.

01:00:13 Plan marketing strategy annually, and adjust efforts seasonally.

01:05:02 Professionals outweigh DIY for effective Google Ads.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy and Steph, known as "that Tool Girl," delve into the polarization within the automotive industry, challenging the notion that "the customer is always right." Steph shares her insights on the critical need for clear, effective communication with customers to avoid misunderstandings and disputes. They also tackle the impact of social media on businesses, emphasizing the ethical responsibility of shops to admit and rectify their mistakes.

00:00 Apprenticeship varies; four-year track for automotive.

06:21 Government overreach deters poorly executed vehicle repairs.

13:46 Imports car parts from USA; rotors locally.

18:03 Unnecessary charges for simple repairs, excessive billing.

23:47 Accountable for verifying before ordering parts.

27:10 He avoided admitting fault to protect his ego.

32:53 Fraud persists despite perceived transparency online.

42:25 The Transmission issue led to burned overdrive clutches.

44:19 Customer upset switches service after one mistake.

50:46 Fear-driven avoidance hinders accepting and capitalizing on mistakes.

54:19 Exaggerated video views, unexpectedly reached 3 million.

01:04:46 Professionally handle mistakes, and prioritize the bigger picture.

01:05:40 Viral video causes significant financial impact.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Jeff Compton, a frequent attendee of the SEMA convention. Jeff shares his enthusiasm for walking extensively at the event, even considering it a potential weight loss opportunity. Jimmy highlights the ease of navigating SEMA using the Tesla Loop, which offers free rides around the convention center. The duo also delves into the contrasts between SEMA and Apex conventions, noting SEMA’s vibrant, innovation-focused atmosphere versus Apex's intimate, business-oriented approach.

Check out Jeff Compton and the Jaded Mechanic Podcast here

00:00 Pulling over leads to potential negative outcomes.

06:15 2020: Nightmare event experience with memorable shows.

14:26 Legendary figures are fading, meet them soon.

16:58 Insight into influencer earnings compared to the dealership.

23:20 We don't have to get along, empowering meeting.

31:26 Understand the process, not isolated solutions; broader perspective.

33:25 Networking and learning at seminars and events.

40:16 Discussing In-N-Out Burger availability in Vegas.

48:07 Ask banks about high-interest savings options.

52:39 Harbor Freight should improve Canadian accessibility.

57:36 SEMA showcases innovative tools by young creators.

01:03:36 Passion and community sustain motivation in industry.

01:07:25 Defeat initially, motivation regained from events.

01:12:05 Negativity breeds; face-to-face interactions inspire growth.

01:15:57 Winter trip: SEMA, Constance Noons, Mustang photos.

01:23:58 Keeping our group together makes experiences special.

01:26:29 Tired from travel, struggling to stay awake.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Andrew Clement from "Rogue Wrenching" and the "Changing the Industry" podcast group. Andrew emphasizes the importance of clear communication and setting expectations, sharing how a lack of these can lead to frustration and inefficiency. He also discusses the critical need for continuous learning and development in the automotive repair industry, highlighting his significant income boost from prioritizing education. Additionally, Jimmy and Andrew explore the challenges technicians face in balancing productivity with a healthy work-life balance, underscoring the importance of structured processes and accountability.

00:00 Faulty part causes immediate issues upon installation.

10:01 Industry struggles with time-based billing practices.

13:42 Technicians need guidance for successful business ownership.

18:35 Diverse experience made me a well-rounded technician.

21:26 Success comes from focus and punctuality, not overtime.

29:54 I perform better under pressure, and handling tasks.

35:31 Blame shared; improve skills and environment efficiency.

38:42 Promoting technical experts overlooks management skills.

44:11 Filter frustration, guide thoughtfully, and teach empathy.

51:52 Undefined expectations lead to employee frustration and errors.

53:49 Follow, learn, and manage expectations to build trust.

01:00:14 Importance of a clear, practical employee handbook.

01:06:18 Frequent communication eases difficult manager-employee conversations.

01:10:24 Rescheduled trip necessitated extra vacation request.

01:15:31 Skill improvement increased earnings; prioritizing family balance.

01:20:33 Good communication and trust ensure success.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Jimmy Purdy is joined by Chris Jones, Group Editorial Director at Endeavor Business Media. Chris delves into the significance of team coordination and mutual accountability, highlighting how successful team cultures develop when individuals enforce shared standards. Jimmy shares his personal journey from technician to shop owner, discussing the unexpected leadership responsibilities and the importance of maintaining high standards when hiring staff.

00:00 Evaluates shop owner, advisors, and technicians' communication styles.
03:45 Mechanics explain repairs to ensure customer trust.
09:28 Client expectations drive workflow and accountability.
10:51 Improve relationship by setting mutual expectations positively.
14:36 Reassessing business processes after several years' operation.
17:17 Owners stagnate after reaching individual capability limits.
19:44 Focus on the future and continuous learning.
25:42 Hearing about labor shortages narrows your perspective.
26:59 Shop owner improved success by using data.
29:50 Accountability and reinforcement to maintain established standards.
33:21 Team coordination builds a strong, self-regulating culture.
37:45 Recognize effort, clarify mistakes, reinforce mission's value.
41:45 Use criticism for growth; be a positive leader.
45:23 I became the person I disliked.
47:21 Selective strategy attracts desired clients and success.
50:58 Collective wisdom through group processes offers clarity.
53:32 Balance caring without attachment; life changes unpredictably.
56:04 Stay humble, listen, learn from all sources.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Jimmy Purdy is joined by Dailey Kelley, an experienced technician and shop owner from Bardstown, Kentucky. Dailey shares his insights on transitioning from dealership work to running his own business, highlighting the challenges of managing workflow and avoiding the pitfalls of field calls. Their conversation also covers the intricate world of transmission repairs, discussing the importance of detailed diagnostics and the common issues with high-cost maintenance. 

00:00 Failures happen; sometimes the builder's fault, sometimes not.
09:10 Started trade school, moved, and now works at Ford.
10:58 Dealing with the manufacturer's approval process delays time.
19:20 Consider long-term solutions over temporary repairs.
22:04 Consumers want functioning, warrantied vehicles.
31:09 Facing many issues prefer flat rate payment.
32:14 Struggling to diagnose new vehicle, underpaid time.
41:27 Understanding the wife helps manage shop-related stress.
47:26 Issues with Saturday drop-offs; now using Dropbox.
51:45 Effective communication and fair pricing ensure client satisfaction.
56:56 Learning is continuous; adapt and learn from experiences.
01:00:25 Focus on one task at a time.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this part 2 episode, Jimmy Purdy and David Marks discuss the critical role of effective communication in auto repair services. David highlights how understanding customer needs and tailoring communication can significantly improve service delivery and enhance customer satisfaction. The duo also explores the importance of creating a respectful and supportive work environment to retain employees and foster team morale. Finally, they discuss the transformative impact of proper training and education in the industry to maintain high standards and adapt to evolving customer expectations.

00:00 He sought feedback, got honesty, and she quit.
04:53 Dealer techs face challenges transitioning to independent shops.
08:17 Employees stay for appreciation, trust, and flexibility.
12:25 Addressing missed targets despite best efforts hard.
13:30 Hire professionals for expertise; avoid gray areas.
18:00 Many shops prioritize hierarchy over collaborative leadership.
19:53 Admit mistakes first; easier to approach others.
23:49 Upbringing influences adults’ understanding of responsibilities.
27:30 Build meaningful community-focused jobs, not just paychecks.
29:54 Adapt to generational and demographic differences in business.
32:09 Consumers may need dealers for advanced repairs.
38:35 Major issue: Consumer education lacking, focus on entertainment.
39:48 Better communication with businesses leads to satisfaction.
43:06 Willing to pay more for quality service.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Jimmy Purdy is joined by David Marks, owner of a full-service auto repair and used car dealership. David emphasizes the importance of having the diagnosing mechanic perform the repair to avoid blame-shifting and unresolved issues. Jimmy and David dive into the challenges of managing multiple employees, stressing the need for integrity and effective leadership. They also explore the financial viability of flipping cars versus just performing repairs, sharing insights from their personal experiences.

00:00 Keeping local tax revenue for well-managed municipalities.
04:12 America's evolution: Horse to car to electric vehicles.
09:33 Stopped accepting cars, too many waiting repairs.
10:47 Nothing wrong with being an auto repairer.
15:41 Issued repair credit to a dissatisfied customer.
17:59 What do we do in tough situations?
21:53 Let the diagnostician fix the identified issue.
22:57 Plug cat causing Kia CVT transmission issues, possibly.
27:03 Employees' home responsibilities affect job performance.
29:57 Experienced interviewees often make the worst employees.
33:32 Soft skills matter more than technical qualifications.
37:20 Overconfidence leads to disillusionment and financial trouble.
40:25 Dedication matters more than certification in automotive.
42:56 Modernize training programs to meet industry standards.
45:32 Committed automotive experience vital for dedicated applicants.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy welcomes Ashley Kaul to discuss several crucial aspects of business and customer service. Ashley emphasizes the vital role of honesty and transparency in marketing strategies, highlighting the need for genuine communication over automated systems. Jimmy shares his experiences with the importance of maintaining personal connections with customers and how effective handling of issues, like a broken truckload, can build lasting trust. They both underline the significance of work-life balance and fostering a supportive work culture to ensure employee retention and satisfaction.

00:00 I attended a marketing event in March, but I didn't get any results.
06:28 Employee retention strategies amid diverse industry challenges.
14:38 Manufacturing company tracks leads with 800 numbers.
19:28 Blogs and videos attract DIY clients needing help.
23:20 Raised as consumers to extensively research and price-check.
31:09 Loyal customer seeks trustworthy, reliable car repair.
37:05 Silent marketing encourages potential client engagement.
39:29 Marketing's challenge: Tracking customer origins in B2B relationships.
43:16 Automate follow-up prioritization; salespeople support, not the owner.
49:23 Focus on service for business success.
57:00 Closed weekends support employees' personal lives and mental health.
59:53 Balance work, community, and living meaningful lives.
01:06:00 Implemented IDPs to reconnect and align post-maternity.
01:13:07 Employees represent your business and reputation.
01:17:59 Misdiagnosed car problem, customer upset, fixed elsewhere.
01:24:27 Personal touch in customer service is invaluable.
01:26:02 Immediate phone response creates a personal touch.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Ryan Stratemann to delve into the intricacies of automotive repair and business management. Ryan shares his journey from a one-bay shop to expanding his business, highlighting the importance of proper bookkeeping, proactive vehicle inspections, and pricing strategies. They also discuss the success and challenges of creating educational content on social media, emphasizing the need for authenticity and technical expertise. 

00:00 Started TikTok, gained 10,000 followers quickly, monetized.
05:28 Long videos succeed organically without paid ads.
07:46 Customizing content based on the audience's skill level.
12:40 Joining ASOG doubled revenue and benefited technicians.
14:31 An Unsafe workplace led to my resignation.
18:28 Price increase led to fewer customers visiting us.
21:18 Gear selection needs expertise and personalized advice.
24:13 Could you make sure to find the root cause before the transmission repair inspection?
29:02 Now, we inspect the entire vehicle, not the transmission only.
31:27 Bigger cities' customers appreciate detailed diagnostic explanations.
36:10 Proper diagnostic fees incentivize thorough, accurate work.
39:11 Brother learned automotive trade from HVAC work.
42:57 No time to watch videos, feeling overwhelmed.
45:00 Technicians often feel forced to open shops.
49:39 Insatiable thirst for comprehensive technical knowledge.
53:12 Editing videos: time-consuming and detail-oriented process.
56:31 Promotes quality auto repairs over new purchases.
57:21 Shop owner by day, comedian by night.

Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE