Todd Westerlund is an industry vet. Over 15 years of technical experience and more than 18 years in the repair shop coaching. Todd is a believer in opening your shop seven days a week for ultimate customer service. He also shares advice on how to make your processes more efficient. 

00:00 Industry Insights & Training

07:25 Technician's Journey: 15 Years Experience

10:46 Hands-On Training Initiative

20:16 Flexible Work Schedules Benefit All

23:15 Balancing Technician Ego and Client Needs

29:42 Problem Solving in Auto Repair

33:42 Overwhelmed by Work Demands

38:17 Investing in Employees' Future

42:25 "Streamlining Inspection Process"

47:43 "Confession About Car Brake Negligence"

56:42 "Prioritizing Morally Right Hospitality"

58:03 "Open Invitation despite Poor Reviews"

01:05:55 Welcoming Shop Tour Experience

01:12:05 Call Center Amplifies Pre-booking Revenue

01:16:06 "Shops Boost Sales with Callbacks"

01:19:14 Bones: Protection Against Slips