Customers don’t come back just because you fixed the car—they come back because of how you treat them, how you show up in the community, and how your shop feels when they walk through the door. In this Origin & Impact episode, Kevin Reichelt from Steller’s Garage in Shelton, CT unpacks how people-first decisions—flowers at the counter, favorite nurse giveaways, and smarter time off—end up driving reputation, reviews, and word-of-mouth more than any coupon ever could.

Kevin shares how he went from ambulance mechanic to co-owning a long-standing neighborhood shop, and why his early exposure to conferences, networking, and community service shaped his entire approach to marketing. Instead of chasing every new tactic, he focuses on relationships: with customers, with local business owners, and with other shop owners across the country.

You’ll hear the tension every shop owner feels between “being busy in the bays” and stepping back to work on culture, visibility, and long-term growth. Kevin talks about sponsorships that actually matter, why not all “marketing” really is marketing, and how simple acts—like keeping a clean, bright waiting room or handing a stressed customer a carnation—can spark the kind of online reviews money can’t buy.

He and Brad dig into how to think about community involvement, education nights like Women Auto Know or Drivers Auto Know, and why intentionally creating a place women feel safe and respected is a competitive advantage. They also touch on the practical side of getting away from the shop: documenting processes, closing for strategic weeks, and using top-20 groups and industry events to come home with a clearer vision and renewed energy.

If you’re tired of feeling like marketing just means “spend more on ads,” this episode will give you a different lens: one where culture, generosity, and genuine human connection create the strongest brand—and better customers—for your auto repair shop.

Guests:

Kevin Reichelt – Steller’s Garage (Shelton, CT)

Links

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Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners

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Podcast: https://creators.spotify.com/pod/profile/garagegrit