A family-run collision & mechanical shop shares a trust-first playbook: transparent inspections, pushing back on insurers, and SOPs that keep quality high and customers loyal. Real tactics you can use tomorrow—without upselling games.

Guests:
Alan Austin — Austin Spencer Collision — Henrietta, NY
Shanley Austin — Austin Spencer Collision — Henrietta, NY

What you’ll learn (shop-owner takeaways):

• Build trust by fixing only what’s essential

• How to advocate for customers vs insurers

• Handling total-loss offers and salvage titles

• Turn $21 inspections into lifetime customers

• Train service writers to read each customer

• Write SOPs your team will actually follow

• Use CCC + ALLDATA together effectively

• Recruit techs through local trade pipelines

Timestamps
00:00 – Intro and episode setup
01:30 – Alan’s origin story and first shop
03:30 – Expanding bays and multiple locations
05:00 – Rochester market and competition
07:00 – Family experience vs big DRP shops
10:30 – Fighting for customers on insurance
12:20 – Totaled? Research value and negotiate
17:20 – Trust over upsells on repairs
19:10 – NYS inspection pricing and strategy
23:00 – Red, yellow, green philosophy on work
24:20 – Who talks to customers day to day
27:30 – Hire for personality, train the rest
32:00 – Ditching paper: notes and workflows
36:40 – CCC + ALLDATA and estimate accuracy
41:00 – Salarying a body tech and accountability
44:20 – SOPs that save time (3M book, Notion)
49:10 – Video vs PDF for training retention
55:00 – Recruiting: WEMOCO, Alfred State, LinkedIn
59:50 – Word of mouth and social media plans
01:04:10 – AI predefined notes for estimates
01:08:40 – Growth mindset vs maintaining
01:13:40 – Wrap

Call-to-Actions
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Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
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