Most wrap shops look for the “right way” to do things. The right material. The right process. The right system.

But the best shops do something different.
They test. Constantly.

In this episode, recorded live with Jay Kroll from General Formulations, the conversation centers around experimentation and why the shops that grow fastest are the ones willing to try, fail, and adjust in real time.

In this episode:
• Why waiting for the perfect process slows most shops down
• How top shops use testing to improve installs, materials, and workflow
• What suppliers see from shops that consistently perform at a high level
• Why material choice is less important than how you work with it
• The role of curiosity in becoming a better installer and operator
• How small adjustments lead to big long term gains
• Why feedback loops between shop and supplier matter
• The difference between guessing and intentional testing
There is no final version of your process.

The best wrap shops are always experimenting.
Always refining.
Always improving.

They do not wait until they have every answer.
They take action, learn fast, and adjust.
If you want to grow your shop, stop looking for certainty.
Start testing.

Connect with Jay Kroll and General Formulations: 
generalformulations.com
https://www.instagram.com/general_formulations

—---------------------------------------------------------------

This episode is sponsored by Wrap Fam Unleashed:
https://www.thewrapfam.com/subscribe
Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join
PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).
Visit: https://go.grimco.com/3Mzt7eS

Connect with WrapOps:
http://www.wrapops.com
http://Instagram.com/wrap.ops
http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr
Produced in partnership with http://www.podlad.com

[0:00] Introduction: The Power of Curiosity Andrew kicks off the episode live from the International Sign Association (ISA) expo, gives a shoutout to The Wrap Institute, and introduces Jay Cruel from General Formulations.

[1:55] Jay’s Background: From Medical Devices to Vinyl Wraps Jay shares his unique origin story, transitioning from engineering life-saving medical bandages for gunshot wounds to designing and developing adhesive films for the graphics industry.

[10:05] Educating the Customer & Mastering the Discovery Call Andrew and Jay discuss the reality of dealing with first-time wrap customers. They cover how to set proper expectations, why you should make customers bring their vehicles to your shop, and using your space as a visual tour.

[15:24] The 70-Year History of General Formulations (GF) A deep dive into GF’s roots starting in 1953 as "General Assembly." Jay explains how the company evolved from building screen printing equipment to engineering cross-platform vinyl materials.

[19:04] Navigating Distributors & Choosing the Right Material How exactly do you buy General Formulations products? Jay breaks down their vast network of distributors and explains the importance of asking the ultimate question: “What are we sticking this to?”

[24:14] Inventory Strategies & COVID Supply Chain Lessons Andrew shares how his shop built a $20,000 inventory closet to survive supply chain crashes, and Jay explains why material scarcity is actually the perfect excuse to test out newer, more cost-effective films.

[30:03] How to Partner with Your Manufacturer Beyond just buying rolls of vinyl, Jay explains how wrap shops can leverage their relationship with manufacturers for tech support, product education, and utilizing their shop as a physical demo space.

[35:03] Vetting Materials & Turning Failures into Lifelong Customers How to spot cheap, unreliable materials (like films using permanent construction adhesive). Andrew also shares a shop horror story of failing a Chevy Express van wrap twice—and how owning the mistake built a customer for life.

[42:15] Beyond the Squeegee: GF’s Training & Certification Jay details General Formulations' upcoming training programs. It’s not just about how to hold a squeegee; it’s about understanding surface science, material behavior, and high-level installation troubleshooting.

[48:30] Final Thoughts: Stay Curious & Outro Jay leaves the audience with one final, powerful piece of advice for growing a wrap shop: always stay curious.

Neil McNamara from Grimco (https://www.grimco.com/) works closely with shops at every level, from new startups to high performing operations. What he sees every day reveals a clear pattern between the shops that grow and the ones that stall.

Recorded live at ISA, this episode gives a rare behind the scenes look at wrap shops from a supplier’s perspective.

In this episode

• The biggest mistakes wrap shops make when investing in equipment
• Why buying more gear does not always lead to better results
• What high performing wrap shops do differently with the same tools
• How workflow and setup impact efficiency more than equipment itself
• The role suppliers actually play in helping shops grow
• Common blind spots shop owners have around production and scaling
• Why standards matter more than tools

Most shops think better equipment will fix their problems.
But from Grimco’s perspective, the difference is rarely the tools.

It is how those tools are used.

The shops that win focus on process, consistency, and standards.
Not just what they buy, but how they operate.

If you want to improve your shop, do not just look at what you need to purchase.

Look at how you are currently working.

Recorded live at ISA 2026:https://signexpo.org/

This episode is sponsored by Wrap Fam Unleashed:
https://www.thewrapfam.com/subscribe

Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join
PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).
Visit: https://go.grimco.com/3Mzt7eS

Follow Grimco on Youtube:
https://www.youtube.com/@Grimcoinc

Connect with WrapOps:
http://www.wrapops.com
http://Instagram.com/wrap.ops
http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr

Produced in partnership with http://www.podlad.com

If you are struggling to hire or keep good people, this is likely why.

Most wrap shops offer jobs. Very few offer a clear path to a career.

In this episode, Tanor breaks down how shifting that mindset changes the quality of people you attract, how long they stay, and how they show up every day.

In this episode

00:00:00 - Introduction & The Podcast's Purpose: The hosts introduce the podcast's goal of helping owners run their wrap shops efficiently and avoid burnout.

00:00:48 - Building a Career Ladder vs. a Job: The host discusses the importance of creating a detailed career ladder with skill-based pay structures instead of just offering a basic job. This approach provides clear benchmarks for advancement and helps eliminate uncomfortable raise conversations.

00:05:12 - One-to-One Meetings & Being a "Nice Boss": Regular one-to-one check-ins are highlighted as a crucial way to communicate and support employee growth. Furthermore, younger generations prioritize working for a nice boss over a purely transactional relationship.

00:08:53 - Sponsor Break: A quick break featuring a sponsorship message from Grimco.

00:10:09 - Employee Benefits: Health, PTO, and Perks: Shops should explore benefits beyond basic pay, including health insurance and retirement plans. The host also breaks down PTO policies, suggesting a use-it-or-lose-it structure, paid birthdays, and bi-weekly team lunches.

00:15:36 - Creating a Dedicated Careers Page: A business website should feature a "Careers" page rather than just relying on external job boards. A 15-minute booking link can also be included to build a continuous talent funnel.

00:19:27 - Unconventional Job Perks & Outro: Employers should think outside the box and advertise unique job perks on their listings. Examples include promoting a headphone-friendly atmosphere, emphasizing a female and family-friendly environment, and offering paid training

The Core Idea

People are not just looking for a paycheck.

They are looking for direction, growth, and a workplace where they feel valued.

If you build a business that offers that, you will not just hire better people.
You will keep them.

Better people build better shops.

And it starts with how you position the opportunity.

This episode is sponsored by Wrap Fam Unleashed:
https://www.thewrapfam.com/subscribe

Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join
PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).
Visit: https://go.grimco.com/3Mzt7eS

Connect with WrapOps:
http://www.wrapops.com
http://Instagram.com/wrap.ops
http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr

Produced in partnership with http://www.podlad.com

If you are not confident in sales, this episode is for you.

Tanor shares five practical ways to improve your sales confidence and close more work in your wrap shop, even if selling does not come naturally. 

This is not about scripts or pressure. It is about preparation, clarity, and genuinely helping your customer.

In this episode

[02:36] Tip 1: Know exactly what you are selling
Understand materials, install challenges, pricing, and what solution fits each customer

[09:52] Tip 2: Prepare before the customer arrives
Come in with pricing, options, and visuals so you lead the conversation with confidence

[13:00] Tip 3: Look and sound confident
Presentation, tone, and body language all shape how customers trust you

[19:28] Tip 4: Practice and ask for feedback
Every call and consultation builds skill if you are willing to learn from it

[21:16] Tip 5: Help, do not sell
Focus on solving the customer’s problem, not pushing the highest price

[24:47] Summary
The five habits that turn awkward sales conversations into confident ones

Sales confidence is not something you are born with.

It comes from preparation, repetition, and understanding that you are there to help, not convince.

 If you improve these five areas, your sales will improve with them. 

This episode is sponsored by Wrap Fam Unleashed:
https://www.thewrapfam.com/subscribe

Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join
PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).
Visit: https://go.grimco.com/3Mzt7eS

Connect with WrapOps:
http://www.wrapops.com
http://Instagram.com/wrap.ops
http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr

Produced in partnership with http://www.podlad.com

If your phone has gone quiet, you are not alone.

Every wrap shop goes through periods where call volume drops. The difference is how you respond.
In this episode Andrew Banks shares five simple actions you can take immediately to generate work without spending on ads.

In this episode:
[01:41] 1. Call your current customer list
Stay top of mind by checking in and building relationships, not selling
[05:47] 2. Follow and engage with customers on social media
Make sure your work and brand are consistently in front of them
[08:50] 3. Email your customer list
Simple, targeted emails can bring repeat work faster than cold outreach
[12:39] 4. Get out and network locally
Be known in your community and build referral relationships
[17:49] 5. Door knock and cold call
Have real conversations and introduce your business to the right people

When sales slow down, most shops wait.

The shops that grow take action.
None of these require ad spend. They just require consistency and a willingness to do the work most people avoid

This episode is sponsored by Wrap Fam Unleashed:
https://www.thewrapfam.com/subscribe

Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join
PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).
Visit: https://go.grimco.com/3Mzt7eS

Connect with WrapOps:
http://www.wrapops.com
http://Instagram.com/wrap.ops
http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr

Produced in partnership with http://www.podlad.com

If you run a wrap shop, you have experienced it.

A customer picks up their vehicle, points at a dent, scratch, or broken light, and suddenly it becomes a debate about who is responsible.

In this episode Andrew Banks breaks down the one simple system that protects your shop, your reputation, and your margins.

Pre and post inspections.

In this episode

• Why most damage disputes come from lack of documentation
• The simple pre inspection process every shop should follow
• What to photograph before you even touch the vehicle
• How post inspections protect you on pickup
• Why speed matters when documenting drop offs
• What to do when a customer claims damage
• How to handle situations where you missed documentation
• When to take ownership and protect the relationship

The Core Idea

The goal is not to argue with customers.
The goal is to remove the argument completely.

When you can instantly show documented proof from before the vehicle entered your shop, the conversation ends.

And when something is your fault, you own it, fix it, and protect the relationship.

Why This Matters

Once Andrew and his team implemented this process, customer disputes dropped significantly.

The small effort of documenting every vehicle upfront removed most of the “he said she said” situations that cost shops time, money, and trust.

This episode is sponsored by Wrap Fam Unleashed:
https://www.thewrapfam.com/subscribe

Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join
PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).
Visit: https://go.grimco.com/3Mzt7eS

Connect with WrapOps:
http://www.wrapops.com
http://Instagram.com/wrap.ops
http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr

Produced in partnership with http://www.podlad.com

Running a wrap shop means juggling installs, consultations, supplier meetings, staff management, networking events, and personal life all at the same time.

The problem is not usually a lack of work.
It is a lack of organization.

In this episode Andrew and Tanor explain why switching to a digital calendar is one of the simplest upgrades you can make to run your shop more professionally, avoid missed meetings, and stay ahead of the chaos of daily shop life.

Paper Calendars Hold Shops Back

A paper calendar is better than no calendar. But it creates friction.

You cannot access it everywhere.
You cannot share it with your team.
You cannot automate reminders.

A digital calendar solves those problems instantly and makes it easier to schedule meetings, consultations, and shop tasks while you are on the move.

In this episode:
• Why paper calendars create friction in a busy shop
• How shared calendars help teams stay aligned
• Using booking links to eliminate scheduling back and forth
• Time blocking to make space for important work
• Pre scheduling recurring tasks like payroll and meetings
• Why planning personal time matters just as much as work

A digital calendar is not about being rigid.

It is about removing mental clutter.

When meetings, deadlines, and recurring tasks are organized automatically, you free up your attention to focus on running the shop.

Tools and Resources mentioned:
https://calendly.com/

This episode is sponsored by Wrap Fam Unleashed:

https://www.thewrapfam.com/subscribe

Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join

PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).

Visit: https://go.grimco.com/3Mzt7eS

Connect with WrapOps:

http://www.wrapops.com

http://Instagram.com/wrap.ops

http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr

Produced in partnership with http://www.podlad.com

Deadlines slip. Installs go wrong. Sales fluctuate.
What determines whether your wrap shop survives those moments is morale.

In this live session on The Wrap Institute, Andrew breaks down how to build a culture where your team feels valued, heard, and invested in the business long term.

What Shop Morale Really Is

It is not pizza days.

It is:

• How your team feels when things go wrong
• Whether they trust leadership
• Whether they believe in the future of the shop
• Whether they feel seen beyond production output

Morale drives retention. Retention drives growth.

Practical Ways to Build It
1. One to One Check Ins

Bi weekly conversations that focus on life, not just performance.
Keep them positive. Handle criticism in real time, not inside these meetings.

2. Words of Affirmation

Silence feels like indifference.
If someone holds down the shop or solves a problem well, say it out loud.

3. Delegate Ownership

Give team members real responsibility.
Ownership builds confidence. Confidence builds morale.

4. Personality Profiles

Use tools like DISC or Enneagram to understand how people process feedback.
Communicate in a way they can actually hear.

5. Transparency About Sales

Installers see physical work. They do not always see pipeline building.
Show the calendar. Explain the bigger picture.

6. SOPs Create Stability

Build systems with your team.
When they help create processes, they protect them.

The Real Test

Anyone can lead when things are smooth.

When installs fail or revenue dips, your emotional state sets the tone.
If you spiral, they spiral.
If you stay calm, morale stays intact.

Leadership is emotional regulation.

Recommended Reads

• The Five Love Languages
• Radical Candor
• Extreme Ownership

Strong morale is not soft leadership.
It is structured leadership.

When culture is solid, your shop runs smoother under pressure.

This episode is sponsored by Wrap Fam Unleashed:
https://www.thewrapfam.com/subscribe

Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join
PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).
Visit: https://go.grimco.com/3Mzt7eS

Connect with WrapOps:
http://www.wrapops.com
http://Instagram.com/wrap.ops
http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr

Produced in partnership with http://www.podlad.com

In this episode, Tanor throws out common customer service advice that gets repeated in every industry. Andrew rates each one out of 10 based on real world wrap shop experience.

Some of these ideas sound great in theory. Some can damage your shop if applied blindly. Together they break down what actually works inside a production driven wrap environment where deadlines, material costs, and installer bandwidth matter.

This episode doubles as a practical guide. Use the ratings and discussion to audit your own shop.

04:18 The customer is always right
Rating: Situational
In wrap shops this phrase can either protect your reputation or destroy your margins. The takeaway is not that the customer is always correct about vinyl or installation. The customer is always right about their expectations.
Most complaints come from unclear proofs, rushed approvals, or assumptions. If a roof was expected to be wrapped and it was not, that is a systems problem. Clear communication prevents most “difficult customer” situations before they start.

07:53 Ask customers for advice
Rating: High
Wrap shops rarely ask customers how the experience felt. Yet feedback reveals friction in quoting, scheduling, design revisions, install timing, and pickup process.
Some of Performance Wraps’ improvements came directly from irritated customers. The key is to listen without becoming defensive. Not every suggestion gets implemented, but patterns reveal where systems are weak.

14:44 Maintain a personalized approach
Rating: Balanced
Personal touches matter. Remembering details. Following up. Making clients feel known.
But wrap shops are production businesses. If personalization breaks workflow or creates inconsistency for staff, it becomes chaos. The lesson is to personalize within a structured system. Not outside of it.

18:16 Use customer names in every interaction
Rating: Useful but not magic
Using names builds connection. It signals attention. But repeating a name in every sentence feels robotic.
In wrap shops the real connection comes from clarity, respect, and setting realistic timelines. Names help. Systems matter more.

23:35 Price objections mean you do not communicate value
Rating: Partially true
Some price objections come from poor explanation. Others come from customers who simply want the cheapest option.
Wrap shops operate in a wide price range. You are not for everyone. Value communication matters, but not every objection is your fault. Understanding your market positioning is more important than trying to convert every lead.

27:24 Always respond immediately
Rating: During business hours only
Fast response builds trust. But responding at midnight trains customers to expect 24 hour access. There is no such thing as a wrap emergency.
Clear business hour boundaries protect your sanity and your team.

30:35 If the customer complains, refund them
Rating: Low
Refunding often avoids the real issue. In most cases the better solution is to fix the wrap, own the mistake, and protect the relationship.
Service recovery builds long term trust. Refund culture can train customers to escalate for leverage.

35:50 Customer retention is more important than acquisition
Rating: Very high
Most long term growth in wrap shops comes from repeat fleet clients, referrals, and word of mouth.
Chasing new leads while ignoring existing relationships creates instability. Retention creates predictable revenue and lowers marketing pressure.

Key Takeaways for Wrap Shops
• Clear expectations prevent most complaints
• Feedback exposes broken systems
• Personalization must work inside your workflow
• Not every price objection is your problem
• Boundaries improve service not hurt it
• Fixing mistakes builds more loyalty than refunds
• Retention compounds faster than constant acquisition

Customer service in a wrap shop is not about being soft. It is about being structured, consistent, and calm under pressure.
Quality gets them in the door. Experience keeps them coming back.

This episode is sponsored by Wrap Fam Unleashed:
https://www.thewrapfam.com/subscribe

Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join
PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).
Visit: https://go.grimco.com/3Mzt7eS

Connect with WrapOps:
http://www.wrapops.com
http://Instagram.com/wrap.ops
http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr

Produced in partnership with http://www.podlad.com

Most wrap shop owners think the only way to increase revenue is to sell more wraps. More installs. More production. More pressure on the team.

In this episode Andrew and Tanor break down four practical upsells that increase profits without adding another full wrap to the schedule. The goal is simple. Make more from the jobs you are already selling.

The key idea throughout this episode is not just selling more. It is selling smarter. Protect your install team from overload. Lean into departments with available bandwidth. Add revenue without adding chaos.

[00:00] Intro, Sponsor update + Become a guest on the Wrap Ops Podcast

The Four Upsells That Actually Work

[05:20] 1. Protect the Investment
After you sell the wrap, protect it. Ceramic coating, selective paint protection film and wrap specific aftercare products are natural add ons. Ceramic coating in particular has become one of the easiest high value upsells once customers understand it. A simple water bead display in the lobby dramatically increases conversion because customers are visual.
The biggest lesson here is timing. Offer ceramic coating before install, not at pickup. Build it into your workflow so it does not create scheduling stress.

[10:55] 2. Extend the Relationship
Most wraps fail early because of poor maintenance. Sun and lack of cleaning are the two biggest enemies. Offering a quarterly maintenance or wash program protects your work and keeps your shop top of mind.
These touch points create repeat opportunities. Customers forget who wrapped their last vehicle until you remind them. A maintenance check becomes both quality control and future sales follow up.

[15:45] 3. Capture Fleet Marketing Dollars
Fleet customers constantly order yard signs, business cards and door hangers. Most wrap shops ignore this revenue.
If you already designed their wrap, turning those assets into marketing materials is simple. The margins may be lower than wraps, but these items require little installer time. They also create more touch points when customers reorder.
The key is to treat this as an upsell to existing wrap clients, not as a full print shop pivot.

[22:15] 4. Monetize What Already Has Downtime
Look at your shop honestly. What department has slack? Print. Design. A PPF installer with open days. A content creator.
Instead of stressing your busiest department, build upsells around the department with availability. Andrew and Tanor share how pushing chrome deletes created stress because it leaned on their scarcest resource, skilled installers. The lesson is simple. Do not create more pressure where you are already constrained.

🧠 Key Mindset
Profit does not always come from more installs. It comes from leverage.
Sell adjacent services that support the wrap. Strengthen relationships. Protect installer bandwidth. Think creatively about what your shop already has.
Wrap shop strategy alone will not save you. Smart execution will.

This episode is sponsored by Wrap Fam Unleashed:
https://www.thewrapfam.com/subscribe

Get 15% off the Wrap Institute - https://www.wrapinstitute.com/join
PROMO CODE: WRAPOPS15

Grimco: Use code is WRAPOPS5 for a one-time 5% discount on all Grimco Items (excluding MRP items).
Visit: https://go.grimco.com/3Mzt7eS

Connect with WrapOps:
http://www.wrapops.com
http://Instagram.com/wrap.ops
http://facebook.com/share/1VQgsUHygh/?mibextid=wwXIfr

Produced in partnership with http://www.podlad.com