The Gearbox Podcast

 In this episode, Jimmy Purdy from Shift'n Gears Auto Repair sits down with Oscar Gomez, founder of Master Automotive Training, for a no-filter conversation about diagnostics, technician training, and the realities of modern auto repair. From network code nightmares to crank-no-start mysteries, they dive into why proper testing matters, how to charge for your shop's value, and the tricky balance between learning on the job and protecting the customer's car. Whether you're a tech, a shop owner, or just someone who wants to understand what's really going on under the hood, this episode brings honesty, humor, and hard-earned wisdom from the front lines of the industry. 

  In this brutally honest episode, Jimmy Purdy and Lola pull no punches as they unpack the real chaos behind the scenes in auto repair — and spoiler alert: it's not the techs or the customers. From the constant battle with unreliable parts suppliers to the identity crisis of techs-turned-owners who'd rather rebuild a transmission than sell an oil change, this conversation is raw, relatable, and ruthlessly insightful. If you've ever wanted to scream at a parts counter or felt like you're running a zoo instead of a business, this one's for you. Lola also shares the emotional toll of nearly losing everything — her business, her confidence, and her sense of belonging. She opens up about the dark days when she had mentally checked out, pursued other jobs, and even contemplated walking away from the auto industry for good. 

Back by popular demand, Another live version of our local call in radio show. 

Nate Winston returns to the podcast one year after a dramatic business split — and he's not the same guy. In this raw and reflective conversation, Nate opens up about the emotional toll of walking away from a 20-year friendship and 16-year partnership, the legal chaos that followed, and how he's found peace building his own shop from the ground up. From implementing Profit First to sandblasting therapy in the Rust Belt, Nate shares the lessons that helped him regain control, find happiness, and say no thanks to hiring. If you've ever felt stuck, burned out, or betrayed in business — this one hits deep.

 In this episode, Jimmy sits down with shop owner Josh Rainwater, who's in the thick of a serious growth phase — and not holding back. Josh talks about what it means to go all in on your business, pushing through those brutal weeks where quitting sounds tempting, and the strategy behind hiring to free himself up from the bay and the front desk. If you've ever been stuck between turning wrenches and running the show, this one's for you. 

A local, live call in radio show, featuring Leigh-Ann Purdy of Shift'n gears auto repair. 

 Private equity firms are flocking to the auto repair industry like never before—but why? In this episode, Jimmy Purdy sits down with industry expert Jim Parker to break down the boom in shop acquisitions, what makes auto repair recession-resistant, and how COVID put the spotlight on blue-collar businesses. Plus, they dive into a shocking stat: 40% of small business owners are nearing retirement, but many aren't prepared to sell. If you own a shop (or plan to), this is an episode you can't afford to miss! 

We sit down with Josh Coomes, who is in his second year of running his auto repair shop. We dive deep into the challenges of managing car count, marketing strategies, and the struggle of balancing growth with efficiency. Josh and Jimmy discuss the tipping point where too much work can actually hurt a shop, the importance of processes, and whether discount services like free diagnostics are a smart play or a race to the bottom. If you're a shop owner, mechanic, or just love the business side of the automotive world, this episode is packed with insights you won't want to miss! 

Gear up for a special edition of The Gear Box Podcast!

In this episode of The Gearbox Podcast, we sit down with Brandon Jones, a former shop owner, coach, and leadership mentor, who is on a mission to change the way repair shops estimate jobs. Brandon has just launched Hub Shop Solutions, a groundbreaking company that provides a team of remote estimators, allowing service advisors to focus on what truly matters—building strong client relationships.We dive into Brandon's journey from shop owner to mentor and now entrepreneur, exploring how his new venture is helping shops improve efficiency, accuracy, and customer satisfaction. Whether you're a shop owner, service advisor, or industry professional, this episode is packed with insights on streamlining operations and boosting profitability in today's fast-paced automotive world.Tune in to learn how Hub Shop Solutions is reshaping the future of repair estimating!

 Are you giving away free work without even realizing it? Struggling to raise your labor rate without losing customers? In this episode of The Gear Box Podcast, we sit down with Jaron Kleber from Repair Shops of Tomorrow to tackle one of the biggest challenges in the automotive industry—knowing your worth and charging for it. We'll break down why so many shop owners underprice their services, how to confidently set and increase labor rates, and why giving away ‘freebies' is costing your business more than you think. If you want to build a more profitable, sustainable shop, this is a conversation you don't want to miss! 

Today, Jimmy Purdy and David Toole talk about the pros and cons of owning multiple repair shops. David emphasizes creating a strong shop culture, particularly when expanding locations. He shares advice on preforming reviews and evaluations of technicians to ensure they are aligned with shop standards and discusses the challenges involved in managing financial aspects of a growing business. 00:00 Streamlining for Growth and Profit07:52 Interviewing: Beyond Questions, Assessing Fit12:56 Repair Level Evaluation Process19:34 Embracing Classic Cars Against Trends24:41 Occasional Vehicle Mechanic Consultations27:42 Valley Springs Acquires Giant Tree33:51 Teen Driver Lands Job at 1739:36 "Transforming Work Culture"45:56 Balancing Workload and Staffing Ratio49:16 Learning from Skilled Shop Owners56:29 From Transformers to Team Investment58:43 Seeking Independence in Coaching01:08:05 Employment Regulations Hinder Productivity01:12:08 The "Unneeded Feeling" Dilemma01:17:08 Dave the Car Guy Updates

Get ready for the busy season at your shop with Shop Boss and see a 20% increase in your ARO! Click HERE to learn howChristian Mosley joins Jimmy Purdy to talk about automotive repair shop marketing. Christian talks about the pros and cons of social media how many shops have found wide success online. Jimmy shares his experience offering no-cost inspections to improve customer retention, saying that their retention rate increased significantly. The bottom line, though, is that quality work and good processes are essential in long-term customer relationships.00:00 Understanding Client Lifetime Value08:29 Targeted and Broad SEO Strategy12:42 "Building a Self-Sustaining Business"18:37 Convenience vs. Personal Interaction25:49 Unexpected Positive Impressions Matter29:18 Pre-Digital Marketing: Mailers and Tracking32:14 Optimizing Repair Specials Timing42:12 Reducing Resistance Increases Success47:03 "Finding the Right Customer Fit"50:25 Prioritize Quality Over Marketing54:48 Business Audit and Digital Review58:44 Comprehensive Digital Marketing Solutions

Get ready for the busy season at your shop with Shop Boss and see a 20% increase in your ARO! Learn more HEREIn this episode of The Gearbox Podcast, Jimmy Purdy and Mike Allen talk about adaptability in today's industry. Mike shares why he offers free diag and gets into the constant balance between maintaining quality service and achieving growth. Listen to Mike Allen's new podcast "Confessions of a Shop Owner" HERE00:00 Rural Store to Automotive Career04:13 College Dropout Party Life07:59 "Anomaly and Natural Selection in Business"10:33 Assessing Growth and Contentment14:32 Diagnostic Compensation Unchanged19:10 Two Possible Conversation Outcomes20:34 Owner Operators' Confidence Struggle23:10 Value of Paid Coaching vs. Free Info28:29 Scaling Business Challenges30:19 Overvalued Small Business Reality Check34:25 Cash Flow and Cars Debate36:49 Technician's Emotional Roller Coaster40:03 Scaling Challenges and Service Quality43:19 Customer Relations Impact Warranty Perception46:00 Evening Party Plans

Got big goals for your shop this year? Shop Boss can take them to the next level!Today, Jimmy Purdy and Coralee Zueff talk about shop management and how to find the ideal ratio of technicians to service advisors. Jimmy asks Coralee to share her experience and advice to shop owners on how to gain trust between advisors and technicians. Coralee gives tips on setting expectations and improving diagnostic processes for shop owners.00:00 "Gearbox Podcast: Automotive Journeys"05:42 Setting Customer Expectations as Advisors07:17 Flexible Collaboration in Auto Shops09:50 Streamlining Diagnostic Time Approval14:42 Improving Diagnostic Processes in Shops19:46 Handling Customer Complaints22:44 Embracing Mistakes for Growth23:46 Effective Communication in Shops28:53 Balancing Car Repair vs. Replacement30:55 "Comprehensive Car Inspection Sales Strategy"34:43 "Balancing Human Touch in Sales"38:49 DIY Auto Troubleshooting Tips42:46 Finding Comfortable Terminology45:46 Training Service Advisors on Brake Maintenance49:00 Positive Feedback Journal50:33 Global Auto Industry Coaching Classes

Got big goals for your shop this year? Shop Boss can take them to the next level!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 & Training07:25 Technician's Journey: 15 Years Experience10:46 Hands-On Training Initiative20:16 Flexible Work Schedules Benefit All23:15 Balancing Technician Ego and Client Needs29:42 Problem Solving in Auto Repair33:42 Overwhelmed by Work Demands38:17 Investing in Employees' Future42:25 "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 Experience01:12:05 Call Center Amplifies Pre-booking Revenue01:16:06 "Shops Boost Sales with Callbacks"01:19:14 Bones: Protection Against Slips

Got big goals for your shop this year? Shop Boss can take them to the next level!Jimmy talks with Kingston and Ava about their family-run transmission business at AAPEX 2024. Ava shares her journey in office management and how she's learned hands-on and gotten pretty good at multitasking. Kingston is excited about the technical side of the business, and even though he's in the 8th grade, he loves rebuilding transmissions. 00:00 Transitioned from packaging to office management tasks.05:51 Mom suggests learning web design for marketing.08:49 Working for Dad's business is fulfilling.11:53 Inspect and test cores, then box them.15:02 Memorize, build, clean, polish, update, test, ship.18:45 AAPEX is such a cool place, but you don't see many kids.19:27 Great ATRA Expo-Apex combo boosts knowledgeable discussions.

Got big goals for your shop this year? Shop Boss can take them to the next level!Listen to Arun's podcast "We Are Driven"In this episode, Jimmy Purdy is joined by Arun Coumar, owner of Driven Auto Care and host of the "We Are Driven" podcast. Arun discusses the significance of efficient operations and avoiding high-pressure sales tactics to enhance the customer experience. Jimmy shares the challenges he faced in expanding his business, emphasizing the importance of having documented procedures for consistent quality. 00:00 Misdiagnosed allergy; later treated as seasonal allergies.10:19 Experience teaches more than the SOP manual does.12:59 Mistakes and engaged technicians enhance learning effectiveness.17:17 Improving customer experience with meticulous vehicle inspection.22:31 Ensure clarity in tasks and prioritize experience.27:51 Picky customer values professional opinion when shopping.36:11 Offer half-price diagnostics in November video.43:39 Estimating unnecessary repairs versus actual car needs.47:09 Adapt to customers' desires for effective sales.51:05 Dressed as James Bond with Aston Martin.59:32 Crank sensor repair complicated, delayed car delivery.01:03:42 Worried about vehicle accidents and negative outcomes.01:06:48 Avoiding delay, deceit, and disappointment ensures customer satisfaction.01:11:13 A challenging year with evolving problems and goals.

Got big goals for your shop this year? Shop Boss can take them to the next level!In this episode, Jimmy Purdy is joined by Jim Cokonis to discuss the significance of mindset and culture in business, especially within the realm of technician coaching. Jim Cokonis shares an anecdote about Simon Sinek to highlight the benefits of positive management on employee satisfaction. Jimmy emphasizes the difference between treating technicians as people versus mere productivity tools and suggests focusing on positive aspects to boost morale. They also examine the importance of interactive, hands-on learning and its impact on knowledge retention, advocating for a tiered certification system to motivate continual professional development. 00:00 Balancing multiple roles is challenging for operators.06:51 Toyota thrives on growing and maintaining culture.12:23 Finding issues provides dopamine, possibly fostering negativity.17:22 Present value to customers to prevent dissatisfaction.24:01 Questioning the value of training certifications.28:50 Recognize achievements to encourage self-improvement voluntarily.35:52 Vehicle tracks data; uses ISO class 6 fluid.40:08 Hands-on learning is essential for AC proficiency.43:58 Teach others for higher retention and improvement.49:36 Occupations now require technical reading and understanding.56:19 Teaching each other enhances growth and learning.01:00:10 Basics are key, teaching martial arts inspires.01:05:09 Ensure comma placement for proper pause timing.

The craziness of the holiday season is here... But running your shop doesn't have to be crazy. Not with Shop Boss, anyway. Learn more about how they can help your ARO increase by 20%! Phil Leone, a seasoned automotive business coach, joins Jimmy Purdy. Phil emphasizes the necessity of thorough car inspections to ensure efficiency and job satisfaction among technicians. He shares the importance of quick quoting for waiting customers to enhance customer experience and minimize delays. Additionally, Phil discusses the value of ongoing coaching and how shop visits help identify real operational issues, ensuring genuine progress and accountability00:00 Automotive business veteran enjoys training and improving.09:30 Passionate about training focused on helping others.10:26 Consistency leads to eventual success and personal improvement.20:07 Negative reviews offer opportunities to build loyalty.22:32 Inexpensive oil change builds long-term customer trust.27:43 Oil changes unprofitable individually, profitable monthly overall.33:09 Focus on dollar amounts, not percentages.41:54 Evaluating and planning for shop owner's success.44:36 Motivation and accountability lead to progress.48:06 Finish tasks to progress, and collaborate on solutions.53:40 Coaching provides guidance and reduces dependency over time.01:02:33 Achieving high sales became increasingly effortless.01:05:47 Chill, focus on growth, and maintain personalized coaching.01:12:27 Woman spent $9,000 on undervalued car repairs.01:14:32 Cars depreciate; purchased for transportation needs.01:19:51 Thanks, have a great night and talk soon.

The craziness of the holiday season is here... But running your shop doesn't have to be crazy. Not with Shop Boss, anyway. Learn more about how they can help your ARO increase by 20%! Cecil Bullard is the CEO of The Institute for Automotive Business Excellence. Cecil discusses the challenges of dealing with driven individuals in group settings and the risks impatience can pose in business decisions. He also shares his experiences with vetting marketing companies, emphasizing the importance of thorough evaluation to avoid issues. 00:00 Coaching programs tailored to client business levels.05:23 The M&A program offers growth and consolidation opportunities.10:43 The Industry must modernize marketing and pricing strategies.17:52 Vision: Professional, prosperous industry with work-life balance.22:56 Persistence leads to achieving goals and connections.27:40 Expect mistakes, solve them, and earn client trust.35:43 Evaluating high performers sometimes includes misplacements.36:56 Desire for others' success exceeds their own.43:15 A Realistic view improved the father-child relationship significantly.50:12 Guy's hype led to mixed results and discontent.57:27 Challenges in accountability despite offering help.01:00:28 Clients left for another caring coaching company.01:04:52 Seeking agreement on decision-making and preparedness.01:10:19 Business is always personal, despite claims otherwise.

The craziness of the holiday season is here... But running your shop doesn't have to be crazy. Not with Shop Boss, anyway. Learn more about how they can help your ARO increase by 20%! Jimmy Purdy chats with Buckaroo Bob about organizing major training events in the automotive industry. Buckaroo Bob explains the strategies behind attracting participants from outside the local area, emphasizing the importance of effective communication and education in automotive diagnostics and repairs. Jimmy reflects on the enthusiasm of younger technicians today, contrasting it with past advice to avoid the industry, and underscores the value of continuous training for career advancement. 00:00 Gearbox podcast hosts automotive industry discussions.05:38 Training in five Texas cities, same classes.07:56 East Coast training dominates over the West Coast.11:39 Sponsors supported Texas events; seeking title sponsors.15:21 Advance your career through training and become a rockstar.17:07 Trying out advanced features on Santa Fe.19:23 Training builds confidence and justifies diagnostic fees.23:37 Sign up early to choose your classes.26:30 Using jokes to ease tension in training.29:44 Coach suggests shop presence; I prefer autonomy.33:59 Technician anxiety stems from customer vehicle responsibility.37:46 Third loan requires ordering your tool.41:25 Apprentices learn self-reliance through guided teaching.42:12 Diagnosis requires informed, timely communication and decisions.48:10 Advice from others was surprisingly humbling.48:44 Humbling, blessed by shared knowledge for improvement.

Jimmy Purdy is joined by Joe Hyde to discuss the importance of technicians recognizing their influence within the shop to improve workplace culture. Joe emphasizes the significance of teaching professionals to conduct one-on-ones and lead effectively without being in charge. He also introduces Limitless Leadership, a coaching initiative aimed at filling gaps in technician training by focusing on emotional and career development needs.00:00 Retain employees by improving work conditions.04:50 Giving technicians a voice through a coaching program.09:31 Finding inefficiencies, focusing on negatives, unclear expectations.10:06 Setting clear expectations prevents shop communication breakdowns.15:49 Educate people, provide tools, and enhance interactions.18:40 Mutual benefit from unbiased client interactions.20:38 Webinar encourages long-term planning and open communication.24:42 Supporting technician growth and mental health awareness.27:34 New hire uncomfortable with the strict work environment.32:09 Focusing on empathy boosts productivity and efficiency.35:45 Technicians often overlook their guest experience role.38:03 Reach us for a consultation call via LinkedIn. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Today, Jimmy chats with Larry Anderson. Larry shares his journey from hands-on technician to business manager, hammering the importance of surrounding yourself with the right team. Jimmy reflects on the emotional roller coaster of managing customer feedback and the challenges of transitioning to a more managerial role. Larry offers practical advice on making business processes more efficient and selecting the right customers to ensure long-term success.00:00 Adaptation eases setbacks and unexpected events.06:36 Quickly remove unsuitable prospects from your business.10:10 Coaching effectiveness depends on participant readiness.12:51 Encouraged to hire the best tech talent.15:42 No obstacles due to quick, structured discussions.19:12 Motivation surpasses monetary incentives, right people matter.21:49 Fascination with tech drives continuous learning guidance.24:16 Rewritten processes are often ignored, causing frustration.29:59 Group helps maintain focus, but can't cut it.33:14 Multiple factors contribute to personal growth.33:56 Coaching questions ROI, personal growth emphasized.39:24 Realizing past mistakes fosters personal growth.40:11 Reflecting on future growth and uncertain path.43:18 Larry's your man for those vehicles. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy chats with David Boyd and Parker Branch. Parker emphasizes the importance of aligning values when seeking advice or mentorship, ensuring that guidance resonates personally and professionally. David shares his own experience, showcasing how advice from a mentor helped him navigate a challenging conflict, highlighting the value of informed counsel. Additionally, the trio discusses the tangible benefits of coaching programs, with an emphasis on setting clear goals and utilizing key performance indicators (KPIs) to measure progress effectively. 00:00 Coaching is multifaceted and essential for success.03:50 Coachable mindset and consistency drive improvement.09:21 Hire and train staff to sustain growth.11:33 Employee training enhances growth more than sharing.15:25 Show up, set goals, measure, track progress.18:44 Reflect on oneself to elevate employee performance.23:02 Peer support offers diverse solutions and camaraderie.25:45 Evaluate the credibility of advisers carefully and critically.28:10 Ask coaches questions to find the best fit.31:52 Grounding is key to professional success and vision.35:39 Prioritize passion and teamwork over business success.40:10 Labor costs affect gross profit significantly.44:03 Transitioned expert to advisor; assists, and mentors team.47:43 Implement slow-day plans and continue customer engagement.48:38 Great rapport, offering discount for timely service.52:22 Customer appreciation strengthens relationships and trust. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Brian Walker is the Owner and CEO of Shop Marketing Pros. In this episode, he and Jimmy Purdy discuss the challenges and strategies of customer interactions and marketing within the automotive industry. Brian discusses the importance of action in marketing efforts, emphasizing that doing nothing is not an option. Jimmy and Brian also explore the complexities of balancing different roles in a business, highlighting how marketing, HR, and other business aspects require careful management for success.Visit Shop Marketing Pros here00:00 Solo trip cut short, returned home early.09:34 Traveling inspires new possibilities and perspectives.16:19 Business skills didn't come naturally, causing failure.18:50 The 2008 crisis revealed my business weaknesses and improvement.23:25 Handle imperfections well to gain loyal supporters.31:16 Early web presence grew tech-heavy shop significantly.34:30 Auto repair undercharging compared to other trades.40:27 Rebranding needed due to misleading business names.47:51 Rebranding emphasizes automotive and retains customer goodwill.50:57 Undervalued service advisors; optimal 1:1 advisor-technician ratio.53:56 Balancing productivity and needs justifies staffing choices.01:00:13 Plan marketing strategy annually, and adjust efforts seasonally.01:05:02 Professionals outweigh DIY for effective Google Ads. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy and Steph, known as "that Tool Girl," delve into the polarization within the automotive industry, challenging the notion that "the customer is always right." Steph shares her insights on the critical need for clear, effective communication with customers to avoid misunderstandings and disputes. They also tackle the impact of social media on businesses, emphasizing the ethical responsibility of shops to admit and rectify their mistakes.00:00 Apprenticeship varies; four-year track for automotive.06:21 Government overreach deters poorly executed vehicle repairs.13:46 Imports car parts from USA; rotors locally.18:03 Unnecessary charges for simple repairs, excessive billing.23:47 Accountable for verifying before ordering parts.27:10 He avoided admitting fault to protect his ego.32:53 Fraud persists despite perceived transparency online.42:25 The Transmission issue led to burned overdrive clutches.44:19 Customer upset switches service after one mistake.50:46 Fear-driven avoidance hinders accepting and capitalizing on mistakes.54:19 Exaggerated video views, unexpectedly reached 3 million.01:04:46 Professionally handle mistakes, and prioritize the bigger picture.01:05:40 Viral video causes significant financial impact. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Jeff Compton, a frequent attendee of the SEMA convention. Jeff shares his enthusiasm for walking extensively at the event, even considering it a potential weight loss opportunity. Jimmy highlights the ease of navigating SEMA using the Tesla Loop, which offers free rides around the convention center. The duo also delves into the contrasts between SEMA and Apex conventions, noting SEMA's vibrant, innovation-focused atmosphere versus Apex's intimate, business-oriented approach.Check out Jeff Compton and the Jaded Mechanic Podcast here00:00 Pulling over leads to potential negative outcomes.06:15 2020: Nightmare event experience with memorable shows.14:26 Legendary figures are fading, meet them soon.16:58 Insight into influencer earnings compared to the dealership.23:20 We don't have to get along, empowering meeting.31:26 Understand the process, not isolated solutions; broader perspective.33:25 Networking and learning at seminars and events.40:16 Discussing In-N-Out Burger availability in Vegas.48:07 Ask banks about high-interest savings options.52:39 Harbor Freight should improve Canadian accessibility.57:36 SEMA showcases innovative tools by young creators.01:03:36 Passion and community sustain motivation in industry.01:07:25 Defeat initially, motivation regained from events.01:12:05 Negativity breeds; face-to-face interactions inspire growth.01:15:57 Winter trip: SEMA, Constance Noons, Mustang photos.01:23:58 Keeping our group together makes experiences special.01:26:29 Tired from travel, struggling to stay awake. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Andrew Clement from "Rogue Wrenching" and the "Changing the Industry" podcast group. Andrew emphasizes the importance of clear communication and setting expectations, sharing how a lack of these can lead to frustration and inefficiency. He also discusses the critical need for continuous learning and development in the automotive repair industry, highlighting his significant income boost from prioritizing education. Additionally, Jimmy and Andrew explore the challenges technicians face in balancing productivity with a healthy work-life balance, underscoring the importance of structured processes and accountability.00:00 Faulty part causes immediate issues upon installation.10:01 Industry struggles with time-based billing practices.13:42 Technicians need guidance for successful business ownership.18:35 Diverse experience made me a well-rounded technician.21:26 Success comes from focus and punctuality, not overtime.29:54 I perform better under pressure, and handling tasks.35:31 Blame shared; improve skills and environment efficiency.38:42 Promoting technical experts overlooks management skills.44:11 Filter frustration, guide thoughtfully, and teach empathy.51:52 Undefined expectations lead to employee frustration and errors.53:49 Follow, learn, and manage expectations to build trust.01:00:14 Importance of a clear, practical employee handbook.01:06:18 Frequent communication eases difficult manager-employee conversations.01:10:24 Rescheduled trip necessitated extra vacation request.01:15:31 Skill improvement increased earnings; prioritizing family balance.01:20:33 Good communication and trust ensure success. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Jimmy Purdy is joined by Chris Jones, Group Editorial Director at Endeavor Business Media. Chris delves into the significance of team coordination and mutual accountability, highlighting how successful team cultures develop when individuals enforce shared standards. Jimmy shares his personal journey from technician to shop owner, discussing the unexpected leadership responsibilities and the importance of maintaining high standards when hiring staff.00:00 Evaluates shop owner, advisors, and technicians' communication styles.03:45 Mechanics explain repairs to ensure customer trust.09:28 Client expectations drive workflow and accountability.10:51 Improve relationship by setting mutual expectations positively.14:36 Reassessing business processes after several years' operation.17:17 Owners stagnate after reaching individual capability limits.19:44 Focus on the future and continuous learning.25:42 Hearing about labor shortages narrows your perspective.26:59 Shop owner improved success by using data.29:50 Accountability and reinforcement to maintain established standards.33:21 Team coordination builds a strong, self-regulating culture.37:45 Recognize effort, clarify mistakes, reinforce mission's value.41:45 Use criticism for growth; be a positive leader.45:23 I became the person I disliked.47:21 Selective strategy attracts desired clients and success.50:58 Collective wisdom through group processes offers clarity.53:32 Balance caring without attachment; life changes unpredictably.56:04 Stay humble, listen, learn from all sources. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Jimmy Purdy is joined by Dailey Kelley, an experienced technician and shop owner from Bardstown, Kentucky. Dailey shares his insights on transitioning from dealership work to running his own business, highlighting the challenges of managing workflow and avoiding the pitfalls of field calls. Their conversation also covers the intricate world of transmission repairs, discussing the importance of detailed diagnostics and the common issues with high-cost maintenance. 00:00 Failures happen; sometimes the builder's fault, sometimes not.09:10 Started trade school, moved, and now works at Ford.10:58 Dealing with the manufacturer's approval process delays time.19:20 Consider long-term solutions over temporary repairs.22:04 Consumers want functioning, warrantied vehicles.31:09 Facing many issues prefer flat rate payment.32:14 Struggling to diagnose new vehicle, underpaid time.41:27 Understanding the wife helps manage shop-related stress.47:26 Issues with Saturday drop-offs; now using Dropbox.51:45 Effective communication and fair pricing ensure client satisfaction.56:56 Learning is continuous; adapt and learn from experiences.01:00:25 Focus on one task at a time. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this part 2 episode, Jimmy Purdy and David Marks discuss the critical role of effective communication in auto repair services. David highlights how understanding customer needs and tailoring communication can significantly improve service delivery and enhance customer satisfaction. The duo also explores the importance of creating a respectful and supportive work environment to retain employees and foster team morale. Finally, they discuss the transformative impact of proper training and education in the industry to maintain high standards and adapt to evolving customer expectations.00:00 He sought feedback, got honesty, and she quit.04:53 Dealer techs face challenges transitioning to independent shops.08:17 Employees stay for appreciation, trust, and flexibility.12:25 Addressing missed targets despite best efforts hard.13:30 Hire professionals for expertise; avoid gray areas.18:00 Many shops prioritize hierarchy over collaborative leadership.19:53 Admit mistakes first; easier to approach others.23:49 Upbringing influences adults' understanding of responsibilities.27:30 Build meaningful community-focused jobs, not just paychecks.29:54 Adapt to generational and demographic differences in business.32:09 Consumers may need dealers for advanced repairs.38:35 Major issue: Consumer education lacking, focus on entertainment.39:48 Better communication with businesses leads to satisfaction.43:06 Willing to pay more for quality service. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Jimmy Purdy is joined by David Marks, owner of a full-service auto repair and used car dealership. David emphasizes the importance of having the diagnosing mechanic perform the repair to avoid blame-shifting and unresolved issues. Jimmy and David dive into the challenges of managing multiple employees, stressing the need for integrity and effective leadership. They also explore the financial viability of flipping cars versus just performing repairs, sharing insights from their personal experiences.00:00 Keeping local tax revenue for well-managed municipalities.04:12 America's evolution: Horse to car to electric vehicles.09:33 Stopped accepting cars, too many waiting repairs.10:47 Nothing wrong with being an auto repairer.15:41 Issued repair credit to a dissatisfied customer.17:59 What do we do in tough situations?21:53 Let the diagnostician fix the identified issue.22:57 Plug cat causing Kia CVT transmission issues, possibly.27:03 Employees' home responsibilities affect job performance.29:57 Experienced interviewees often make the worst employees.33:32 Soft skills matter more than technical qualifications.37:20 Overconfidence leads to disillusionment and financial trouble.40:25 Dedication matters more than certification in automotive.42:56 Modernize training programs to meet industry standards.45:32 Committed automotive experience vital for dedicated applicants. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy welcomes Ashley Kaul to discuss several crucial aspects of business and customer service. Ashley emphasizes the vital role of honesty and transparency in marketing strategies, highlighting the need for genuine communication over automated systems. Jimmy shares his experiences with the importance of maintaining personal connections with customers and how effective handling of issues, like a broken truckload, can build lasting trust. They both underline the significance of work-life balance and fostering a supportive work culture to ensure employee retention and satisfaction.00:00 I attended a marketing event in March, but I didn't get any results.06:28 Employee retention strategies amid diverse industry challenges.14:38 Manufacturing company tracks leads with 800 numbers.19:28 Blogs and videos attract DIY clients needing help.23:20 Raised as consumers to extensively research and price-check.31:09 Loyal customer seeks trustworthy, reliable car repair.37:05 Silent marketing encourages potential client engagement.39:29 Marketing's challenge: Tracking customer origins in B2B relationships.43:16 Automate follow-up prioritization; salespeople support, not the owner.49:23 Focus on service for business success.57:00 Closed weekends support employees' personal lives and mental health.59:53 Balance work, community, and living meaningful lives.01:06:00 Implemented IDPs to reconnect and align post-maternity.01:13:07 Employees represent your business and reputation.01:17:59 Misdiagnosed car problem, customer upset, fixed elsewhere.01:24:27 Personal touch in customer service is invaluable.01:26:02 Immediate phone response creates a personal touch. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Ryan Stratemann to delve into the intricacies of automotive repair and business management. Ryan shares his journey from a one-bay shop to expanding his business, highlighting the importance of proper bookkeeping, proactive vehicle inspections, and pricing strategies. They also discuss the success and challenges of creating educational content on social media, emphasizing the need for authenticity and technical expertise. 00:00 Started TikTok, gained 10,000 followers quickly, monetized.05:28 Long videos succeed organically without paid ads.07:46 Customizing content based on the audience's skill level.12:40 Joining ASOG doubled revenue and benefited technicians.14:31 An Unsafe workplace led to my resignation.18:28 Price increase led to fewer customers visiting us.21:18 Gear selection needs expertise and personalized advice.24:13 Could you make sure to find the root cause before the transmission repair inspection?29:02 Now, we inspect the entire vehicle, not the transmission only.31:27 Bigger cities' customers appreciate detailed diagnostic explanations.36:10 Proper diagnostic fees incentivize thorough, accurate work.39:11 Brother learned automotive trade from HVAC work.42:57 No time to watch videos, feeling overwhelmed.45:00 Technicians often feel forced to open shops.49:39 Insatiable thirst for comprehensive technical knowledge.53:12 Editing videos: time-consuming and detail-oriented process.56:31 Promotes quality auto repairs over new purchases.57:21 Shop owner by day, comedian by night. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Chris Cotton, a recognized expert in auto shop coaching. Chris talks about the intricacies of automotive parts pricing, revealing how list prices often mislead customers. Jimmy and Chris also discuss the transformative impact of raising labor rates on profitability, stressing how many shops undervalue their labor. Lastly, Chris recommends a campaign to announce changes in shop hours for better training schedules, emphasizing the benefits for both customers and employees. 00:00 Consider consumer preference when naming an auto shop.08:08 Great free information helped me move forward.15:40 Entrepreneur ignores business plan, faces failure.20:34 Dealers can increase margins by ignoring the list.21:43 Honesty and integrity are essential in business.28:55 Misinformation and clickbait in automotive repair.35:47 Information gathering and implementation, not just copying.38:30 Inaccurate shop management systems mess up labor costs.45:11 Honest estimates only, bring your car in.52:56 Effective communication is the key to success.55:57 Auto shops need efficient service advisors for success.01:03:08 Technicians are leaving the dealership, and there is an urge to support independent shops.01:09:33 Implementing a 4-day work week boosts productivity.01:13:14 Prepare for change with proactive communication strategies.01:20:06 Constant content updates for shop owner improvement.01:21:28 Provide income statement and business summary for review. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Jimmy Purdy talks with John Eppstein, a seasoned automotive business owner. John discusses the importance of promoting community service to build trust and attract support. He also shares his journey of expanding John's Automotive Care from one shop to multiple locations, emphasizing the need for tailored marketing strategies. Lastly, John underlines the critical role of having the right team in place and the challenges involved in hiring and retaining qualified employees. 00:00 "I find potential, work, and move on."04:35 Shop interviews, call applicants, unconventional tactics, drinks.07:30 Improved interviewing process led to unexpected issues.11:08 Seeking collaborative and open-minded individuals for the team.14:17 Progressed from apprentice to experienced shop owner.16:37 Experienced tech seeks advice from supervisor.20:40 Express gratitude, listen and engage with employees.25:35 Learning marketing and advertising helps business grow.26:09 Learning, growth, diversity, and individuality foster success.31:42 Adapted marketing approaches for different areas.32:23 Marketing companies lack effective tracking and analysis.38:15 Varied BDG groups formed a strong supportive network.38:56 Asking for help, community service, supporting events.43:32 Show willingness to help those in need.48:51 Challenges in the San Diego auto repair industry.49:37 Local car shops must charge fair prices. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Today on The Gearbox Podcast, Jimmy Purdy and Greg Buckley kick things off differently than normal; they talk about the underground world of tree and fungi communication. Yep. Shifting gears, they discuss the mental health benefits of psychedelics and mindfulness practices and how those things can affect repair shop morale. Greg shares his insights on workplace culture, emphasizing the importance of personal sharing to build trust and transparency within the team. 00:00 Focus on business, acquisitions, renovations, industry commitments.05:50 Red is emotional, yellow is a buffer.14:52 Grinders work hard, but I value autonomy.19:31 Jeremiah offers help at the car shop.26:02 Tech's irresponsibility led to performance decline and complaints.26:51 Warning about lazy colleagues and personal responsibility.34:24 Balancing personal and professional life in work.38:48 Culture over strict procedures for business success.44:38 Technician shares personal issues during probation conversation.51:24 Mechanic struggles to sell repairs, wife succeeds.54:13 DNA differences, tree communication through the root system.01:00:22 Electrical industry professionals are highly responsible individuals.01:04:24 Focus on shop culture, and desire for human connection. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy and Travis May highlight social media's growing importance for attracting customers and increasing business visibility. They discuss the benefits of collaboration among competing shops rather than cutthroat competition, emphasizing the need for mutual support in addressing industry challenges. Additionally, Travis shares his experiences navigating regulatory changes and the complexities of making crucial business decisions, particularly in separating his towing and repair divisions. 00:00 Family history of the shop in Wrightwood, California.05:41 Understanding mistakes and adapting to change mindset.10:35 Limited knowledge of taxes, focusing on towing.18:13 Brand BDG group as a unified, supportive entity.22:46 Unity and support make a powerful force.30:48 Community outreach through soapbox derby race planning.35:21 Shift from niche shops to all-in-one shops.38:28 Deep customer conversations lead to tough decisions.45:44 Unidentified issues lead to expensive repairs.49:08 Charging for warranty, overlooked details, feedback vital.55:16 Learning from each other, staying ahead.59:18 Dispatching tasks and instructions to technicians effectively.01:05:15 Unexpected power of personal experience and impact. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy and Greg Rainville emphasize the need for job satisfaction and a role change if not respected at work. Greg shares his experiences on the non-linear nature of progress in marketing strategies and the importance of adapting them to client needs. They also delve into Greg's travels across the country, encountering both modern and traditional repair shops, highlighting the industry's resistance to change.00:00 The Owner sang on the microphone, wild night in Ogden.06:28 Traveled to Providence, stayed in hotel.15:59 Developing communication platform for car diagnostics, challenges.19:39 Auto repair professionals find comfort in like-minded individuals.22:45 Questioning the importance of marketing; advocating simplicity.30:06 Industry insiders feel isolated from a broader perspective.34:30 Selling software to shop owner: challenging elevator pitch.40:15 Transitioning between construction fields is relatively easy.45:35 Proud of growth, more work ahead.52:23 Excited shop visit, investment in design research.57:28 Marketing team member tests industry trends effectively.01:00:31 Startup founders learned shops neglect online listings.01:04:42 Struggle with reaching a tipping point in growth. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy sits down with David Boyd to cover effective communication in the automotive industry. David emphasizes the importance of consistent and genuine customer interactions, highlighting how call coaching can significantly improve service quality. They also explore the challenges of balancing customer expectations with diagnostic processes, stressing the need for clear communication and proper investment in diagnostic equipment. 00:00 Investment in equipment with measurable return on investment.10:39 Educating customers on effective service scheduling process.15:45 Utilizing technology to minimize background noise.20:12 Using technology for efficient customer call routing.26:07 Independent shop owners share communication process insight.31:38 Identify and prompt callers through marketing tracking.38:46 Importance of call coaching for effective communication.43:28 Consistency and natural conversation are important.48:18 Efficient tool for streamlining phone call review.55:22 Technology is used to eliminate business process defects.56:44 Created phone service, identified gaps and offered solutions.01:01:36 Close relationship with owners, elevating service expectations. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Jay from Teamtailor, who delves into the challenges of hiring technicians in the automotive industry. Jay shares his insights on the significance of employer branding and how showcasing a company's culture and values can attract the right talent. Together, they discuss the importance of authenticity in content creation, especially with platforms like TikTok and Instagram for connecting with the audience.00:00 The Institute offers coaching without contracts, a tailored approach.05:44 Embracing startup mindset, learning fast, innovating.09:17 Culture drives promotion and brand success.11:48 Standardizing and streamlining the interview process using software.14:26 Opinionated about work ethic and gratitude.18:49 Authenticity is key in creating content.21:58 Client-focused tools for diverse hiring solutions.24:35 Find diverse talent through multiple job boards.26:30 Creative, fast, risky guerrilla marketing builds brands.30:48 Passionate about driving long distances in a Prius. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy and Eric Merchant discuss the critical need for taking breaks and sabbaticals to avoid burnout, emphasizing the clarity it brought to his business approach. Jimmy and Eric also delve into the importance of accurate vehicle diagnostics, sharing a story where a misdiagnosed fuel filter was mistaken for a transmission issue. Finally, they highlight the emotional and operational challenges of running an auto shop, stressing the need for empathetic communication and mentorship.00:00 Cross-country road trip covered 7500 miles.07:04 Reluctant to allow people to fail.07:42 Reluctant to be a mentor, but empathetic.13:43 Rejuvenation brought clarity and fresh ideas.14:21 Diverse approaches and resources for self-improvement.20:06 Provide clients with needed information, not sales.20:41 Repair your vehicle, it's your call.25:02 Delay repairs, frequent tune-ups, misfires. Transmission issues.27:58 Learning sticks and forces a better way of thinking.30:23 Admit mistake, offer solution, avoid unnecessary stress.34:48 Be actively involved in each job task.37:40 Get the Gearbox podcast going and realize common struggles.41:03 London current, bumper to bumper, fix blend door.43:07 Built relationship, fixed film truck in Barcelona. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by guests Nick Valentine and Travis Smith. Nick and Travis discuss the joy and challenges of using and potentially breaking their equipment, emphasizing the importance of gaining trust from customers through personal experience. They tackle the issue of managing client expectations, detailing how they balance repairs and custom builds while navigating budget constraints and communication needs. Additionally, the conversation touches on the persistent problem of no-show clients and the strategies they employ to mitigate the negative impact on their business schedules.00:00 "Gearbox podcast: Automotive repair and ownership insights"04:36 Car quirks are fun stories for owners.07:42 Quality customers are transparent about budgets and expectations.11:49 Encouraging positivity while recognizing personal struggles.13:04 Challenges of finding and developing talent.17:27 Actively discussing improvement, embracing mistakes, prioritizing leadership.21:59 Unpredictable schedule and last-minute cancellations impact work.22:25 Prepare for long-term projects to handle disruptions.28:17 Ensure item protection during extended handling and transport.31:49 Costly engine repairs justify the overall price.33:46 Questioning the value of invested time.37:44 Estimating process, fear of losing jobs.41:32 People asking for free ideas and work.42:16 Working on sheet metal is cool.47:46 Marketing involves showcasing cool products via media.49:57 Focus on larger jobs, and delegate small ones.53:03 Adjust hours for productivity, and minimize distractions. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Steven Fafel, and they discuss the complexities of modern marketing. Steven emphasizes the critical role of online scheduling in streamlining customer experiences. Jimmy shares the importance of adjusting prices based on customer feedback to enhance service quality. They also delve into the significance of social media and event attendance as fresh marketing tactics. 00:00 Success from community recognition and car repair.05:17 Striving for greatness in new programs and systems.08:57 Disagreement with business practices and dealing with difficult customers.10:11 Limited time, focus on business success.16:08 Older shops need to adapt to technology.19:07 Having a good time at the shop.20:50 Optimizing marketing strategies for online and offline conversion.25:53 Discovering successful shops online led to a positive experience.29:23 Focus on customer acquisition to increase growth.30:04 Auto ops delivers results in month one.33:19 Startups struggle with constraining feedback from contracts.36:50 Surveyed online scheduling methods, and found a lack of availability.39:32 Gearbox sounds like a summons. We should go. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

Is social media important in the automotive industry? In this episode, Jimmy Purdy and Parker Branch, share insights on maintaining a positive shop culture amid employee turnover. Parker emphasizes proactive engagement with employees to retain talented staff, including regular performance evaluations and open discussions. Additionally, they delve into the benefits of using social media platforms to market the shop and attract both customers and potential employees.00:00 Importance of accountability in business discussions.04:57 Mechanic's journey from high school to entrepreneur.09:53 Positive changes, initial concerns addressed, overall satisfaction.13:44 Challenges and successes are temporary in business.15:45 Gratitude for key employee's extended dedication.19:13 Quarterly performance evaluations and team bonding at lunch.20:47 Listening to what others want, setting expectations.26:35 Stay vigilant and adapt to prevent mistakes.30:03 Using tactics to cope with past struggles.32:22 Marketing dollars attract potential employees through social media.34:27 Build trust by making your shop fun. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy is joined by Josh Flat, owner of Flat Out Automotive in Sally County, West Jordan, Utah. Josh talks about the motivation he receives from a friend's doubts, sparking his journey to business ownership. Jimmy and Josh also discuss the importance of raising rates and building client relationships, providing insights into maintaining quality service and customer satisfaction. Josh shares his personal struggle with health challenges and the impact of business stress, emphasizing the need for self-care and seeking support in the industry.00:00 Enjoyed unexpected trip to Utah for work.06:35 Struggling with shop's financial expectations after partnership.07:49 Tough transition, low prices, focus on marketing.13:18 Confidence and reducing anxiety are crucial. Coaching helps.14:41 Pressure to not disappoint; physical pain acknowledged.19:28 Outsourcing marketing, but lacking insights and control.21:21 Self-reflection leads to better leadership and growth.26:01 Prefer slow days over working for no pay.29:35 Embrace challenges, double down, and stand resilient.32:24 Technicians work hard, fix cars, and grumble.33:50 A Complex industry requires mental agility and client advocacy.37:58 Seek support from others who understand.40:14 Learning from each other to improve skills.43:11 Fear of imperfection hinders repair progress. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy and guest Gilbert Khoshaba discuss how attending ASD transformed his customer interactions and business growth. He shares the challenges of transitioning from an employee to a business owner, setting ambitious goals like expanding to four shops by age 45. They explore the struggles and opportunities in marketing, underscoring the importance of social media, coaching, and effective marketing strategies. 00:00 Transitioned from various jobs to car mechanic.05:23 Self-taught technician becomes BMW specialist.09:40 Watching a German guy restore and work on BMWs.12:03 Average repair order is $1800, mastermind group.15:52 Feeling lost in shop expansion and planning.17:58 Setting goals drives motivation and productivity.22:58 Flexibility and perseverance are key to success.23:19 Shop owners focus on fixing cars, turning a profit.28:21 Considering shop Genie or Steer for business, seeking advice.29:53 Online networking platform for connecting various industries.33:08 Hollis Brothers Autoworks: Auto service by KZ Hollis Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy welcomes Jessa Boyd and Tilly Corser from George's Friendly Auto Service in Lincoln, CA. Jessa shares her experience of classes not aligning with her goals, emphasizing the value of researching instructors and reaching out to experienced individuals. The trio also talk through the ethical considerations of offering free diagnostics and the importance of building trust with customers through transparent communication. Also, listen and learn about the innovative dispatching system at George's Friendly Auto Service, which has boosted efficiency by matching work to technicians' strengths.00:00 Building relationships with customers is key.09:00 Thorough inspections are essential to avoid misunderstandings.11:16 Rechecking inspection for thorough and accurate results.21:15 Dispatch based on strengths for the efficient shop.24:55 Embracing growth and learning in the industry.29:59 Using different concepts in the real world.37:58 Simplifying complex information to gain customer trust.41:03 Reevaluate approach, avoid over-analyzing, trust intuition.44:00 Over the phone, build rapport, create doubt, explain complex.50:04 "Goal determines direction; quick vs comprehensive service."58:59 Seeing diverse opinions, learning, and respecting differences.01:04:19 Controversial topic of paying for coaching was discussed.01:07:33 Misaligned goals with instructor, seek prior advice.01:10:33 Secretly invited Tilly to join last minute. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE

In this episode, Jimmy Purdy and Dave Krukowski discuss ways to navigate the complexities of marketing and customer retention in the automotive industry. Dave talks about the effectiveness and challenges of direct mail and retention marketing, emphasizing the necessity of regular service reminders. Together, they talk about the issues surrounding customer service, highlighting the importance of setting clear expectations and personal interactions, particularly around handling transmission work. Their discussion provides a wealth of strategies for auto shop owners aiming to enhance their customer experience and operational efficiencies. 00:00 Finding purpose, navigating change, and setting direction.07:23 Eight years in golf provided valuable customer service.14:38 Efficient management ensures a successful customer experience.19:02 Self-taught in asking critical qualifying questions.23:58 Loyalty program and personal touch in service.29:46 Efficient customer appointment process in auto service.34:41 Evolved inspection process ensures vehicle maintenance compliance.41:57 Encouraging customers to trust and spend less.48:13 Summary: Predictive maintenance services for transient area population.49:19 Decline in service, less customer engagement, reminders.59:05 Feedback shapes recommendations for vehicle maintenance.01:00:32 Efficient process ensures consistent client satisfaction and success.01:10:41 Navigating the middle ground, adapting to change.01:14:30 Maximizing marketing returns through targeted customer acquisition.01:16:39 Promoting business, seeking support from friends.01:24:19 Struggling with technicians' preconceived notions and bad data.01:28:46 Interview process is vital to maintain data integrity.01:33:39 Concise communication and sticking to the process. Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE