Who’s Running the Shop? Lead Tech vs Owner on Process, DVI, QC, Training, and Pay Plans

On the Garage Grit Podcast, host Brad Hurlock (AA Shop Marketing) moderates a panel with Josh Brooks (May Automotive, Utah), Reggie (ASG, Indianapolis area), and Tom (Total Automotive, near Buffalo, NY) about who truly runs a shop when owners implement changes and face pushback from lead techs or staff. They discuss improving customer experience with DVIs, secret shopping phone calls, and quality-control processes like post-repair checkouts and test drives, including debates over who should do them and how to ensure accountability through checklists, audits, and one-on-ones. Tom shares lessons from adopting the AI-driven Service Intel CRM and solving buy-in issues by asking “why” and changing hardware, plus using Carfax and customer interviews to correct service history. The panel covers technician training options (including Today’s Class), ASE incentives, tiered/production pay plans, parts-brand pushback, DISC assessments, and succession/manager development.

00:00 From Student to Owner

00:46 Podcast Setup and Guests

05:19 Who Runs the Shop

06:17 AI CRM Buy In Struggles

13:12 Quality Control Pushback

17:10 Flat Rate Accountability

28:26 Making Change Stick

31:25 DVI Upgrade Pitch

37:06 Secret Shopping Insights

38:49 Paying for Inspections

41:43 Training Requirements Debate

48:36 Cert Pay Expectations

49:51 Hiring With ASE Training

52:32 Modern Training With AI

55:45 Selling Training To Techs

59:30 Switching Pay Plans

01:01:37 Tiered Flat Rate Results

01:05:35 Parts Choice Pushback

01:10:24 Process Buy In Tactics

01:13:36 DISC Personality Insights

01:21:03 Succession And Wrap Up