The Garage Grit Podcast – Détails, épisodes et analyse

Building Strong Community Connections for Auto Repair Shops

In this episode of the Garage Grit Podcast, host Brad Hurlock from AA Shop Marketing converses with shop owners and managers, including Paul Hurst, Sarah Warfield, and Jason Musser, about the importance of community connections for auto repair shops. With detailed discussions around various community involvement strategies, such as sponsoring youth sports teams, volunteering, offering educational classes, collaborating with nonprofits, and creative marketing tactics like placing advertisements on DMV envelopes, the episode explores how these connections can bolster a shop’s reputation and customer loyalty. The guests share insightful experiences and practical tips on breaking down barriers with customers, emphasizing the value of trust and relationships in the automotive repair industry.

00:00 Introduction and Podcast Overview

02:51 Meet the Panelists: Paul Hurst

03:31 Meet the Panelists: Sarah Warfield

05:25 Meet the Panelists: Jason Musser

05:51 Community Connections: Examples and Initiatives

08:30 Challenges and Strategies in Community Engagement

09:24 Innovative Ideas and AI in Customer Interaction

12:11 Nonprofit Initiatives and Community Support

24:05 Vocational Training and Youth Engagement

32:30 Sponsorships and Local Community Involvement

36:09 Building Customer Connections

36:49 Community Outreach Efforts

37:51 Engaging Women and Young Drivers

39:01 Marketing Strategies and Challenges

51:14 Collaborations with Local Businesses

01:02:00 Final Thoughts and Recommendations

01:02:13 The Power of Social Media and Reviews

Car Rental and Shuttle Services for Auto Repair Shops

In this episode of the Garage Grit Podcast, host Brad Hurlock of AA Shop Marketing discusses solutions for customers who drop off their cars and need another ride. The discussion features three auto repair shop owners: Stephan from Indiana, Brian from Michigan, and Brian from Iowa. They explore different approaches like shuttle services, rental programs, and ride shares, sharing their successes, challenges, and insurance implications. The conversation also touches on the benefits of offering loaner vehicles, strategies for slow-day marketing, and the importance of personalization in customer communication.

Chapters

00:00 Introduction to the Podcast and Today's Topic

00:44 Meet the Shop Owners

01:02 Brian from Finkle Automotive Shares His Approach

02:17 Brian Rooney's Current System and Challenges

03:04 Stephan Carroll's Hybrid Approach

04:11 Discussion on Shuttle Services and Customer Preferences

04:53 Challenges and Solutions in Providing Loaner Cars

17:07 Insurance and Liability Concerns

17:48 Stephan's Evolution to a Rental Fleet

28:14 Weather Considerations and Customer Experiences

33:20 Exploring Shuttle Services

34:35 Building Customer Relationships

35:39 Luxury Shuttle Ideas

36:24 Concerns and Safety Measures

41:32 Insurance and Rental Programs

47:51 Handling Customer Complaints

56:03 Managing Courtesy Vehicles

58:30 Final Thoughts and Future Topics

01:01:52 Marketing Strategies for Slow Days

About the Guests:

• Brian Rooney: Owner of Rooney's Auto and Tire Center in Emmitsburg, Iowa. With three full-time technicians and a focus on tires and auto repair, Brian has been in the auto repair industry for over a decade. He started as a technician and eventually transitioned to shop ownership to have more control over operations and decision-making.

• Sean Blockland: Owner of All American in Colorado, a mentoring shop that works with kids from alternative schools and foster homes. Sean and his wife run the shop together, and they prioritize creating a positive and supportive culture for their team. They focus on goal-setting, accountability, and personal growth for their employees.

• Kendall Warnock: Owner of A1 in Nebraska, a shop that sees around 300 cars a month and specializes in all makes and models. Kendall emphasizes caring for his team and creating a culture of empathy and giving back. He works closely with his employees to help them achieve their personal goals and provides support both inside and outside of work.

Episode Summary:

In this episode, the panel discusses strategies for retaining top talent in the auto repair industry. They emphasize the importance of creating a positive culture, involving employees in decision-making, and setting clear goals. The guests share their experiences with goal-setting, celebrating achievements, and helping employees with personal growth. They also discuss the challenges of finding the right fit for the team and the importance of being honest and setting boundaries. The episode highlights the significance of caring for employees, understanding their personal goals, and creating a supportive work environment.

Key Takeaways:

• Involving employees in decision-making and goal-setting can help them feel valued and motivated to achieve their targets.

• Celebrating achievements and providing incentives can boost morale and create a positive work environment.

• Understanding employees' personal goals and helping them achieve them can contribute to their overall happiness and job satisfaction.

• Hiring the right people from the start is crucial for long-term retention and success.

• Being a positive example and holding employees accountable can help them grow and improve their performance.

Notable Quotes:

• "When people feel like they got to be part of making that decision, they work a lot harder towards achieving the goal." - Brian Rooney

• "You got to hire the right people first, and without that, there's no need to retain talent if you didn't hire the right people." - Sean Blockland

• "Helping them be the best versions of themselves, that's success to me." - Kendall Warnock

Resources:

• Rooney's Auto and Tire Center: Website

• All American: Website

• A1: Website

Listen to the full episode [here](insert link) for more insights on retaining top talent in the auto repair industry. Stay tuned for future episodes of the Garage Grid Podcast for more valuable discussions and expert advice.

About the Guest(s):

• Garrett Coulter: Owner of Auto Fitness in Gainesville, Georgia. With a background in the military and experience in the automotive industry, Garrett brings a unique perspective to his role as a shop owner. He is dedicated to providing excellent customer service and has a strong focus on online reviews and reputation management.
• Jim Schorie: Baylor graduate and former U.S. Air Force officer, owns Schorie Auto Repair in Mesa. With a triple major in economics, finance, and international business, Jim contributed to the space program before venturing into Motorola's commercial space projects. His 17-year-old shop boasts six or seven bays, a testament to Jim's expertise and commitment.
• Ted Ostronic: a lifelong car enthusiast, transitioned from a successful career as a Ford Master Tech in the '90s to becoming an entrepreneur. Ted's journey began with home-based auto repairs, then escalated to renting a corner in a warehouse in June 2000. Despite the challenges of starting during 9-11, Ted's shop, now occupying the entire space, has thrived for 23 years, a testament to his dedication and passion for the automotive industry.

Episode Summary:

In this episode of the Garage Grit Podcast, host Brad Hurlock leads a panel discussion on the topic of time management in auto repair shops. The panel includes Garrett Coulter, owner of Auto Fitness, Jim Schorie, owner of Schorie Auto Repair, and Ted Ostronic, owner of Unique Auto Inc. The panelists share their experiences and insights on various aspects of time management, including hiring and delegating tasks, implementing digital vehicle inspections (DVI), and maintaining a positive online reputation. They discuss the importance of creating a strong team culture, leveraging employees for hiring decisions, and utilizing technology to streamline operations. The episode provides valuable tips and strategies for shop owners looking to improve their time management skills and increase productivity.

Key Takeaways:

• Hiring employees from outside the industry, such as the restaurant industry, can bring fresh perspectives and valuable customer service skills to the shop.
• Implementing digital vehicle inspections (DVI) can save time and improve communication with customers by providing visual documentation of vehicle issues.
• Creating a strong team culture and empowering employees to make decisions can lead to increased productivity and better customer service.
• Leveraging online reviews and reputation management can help attract new customers and build trust in the community.
• Delegating tasks and setting clear expectations for employees can free up time for shop owners to focus on strategic planning and business growth.

Notable Quotes:

• "If you know that your input matters to the business and the ideas you share and the things you care about impact how we do things here as a family, it goes to a 90 percent chance of me retaining you as an employee." - Jim Schorie
• "The amount of things I have going on is just not realistic. My job is to work on the business, and have everybody else that works for me do right." - Ted Ostronic

Resources:

• Auto Fitness
• Schorie Auto Repair
• Unique Auto

Stay tuned for more insightful discussions on the Garage Grit Podcast.

About the Guest(s):

• Brad Hurlock: Host of the Garage Grit Podcast and owner of AA Shop Marketing.
• Jonathan from Dave's Automotive in West Chester, PA
• Stephan from Lunsbury in Fremont, Indiana.
• Pete from the Auto Connection in Lincoln, Nebraska.
• Lance from Dronet in Louisiana.
• Gregg from STR CRM.

Episode Summary:

In this episode of the Garage Grit Podcast, host Brad Hurlock discusses how to handle bad reviews and respond to them with four shop owners and Gregg from Steer CRM. The panel shares their experiences with bad reviews and offers insights on how to handle them effectively. They discuss the impact of reviews on their businesses, the importance of personal responses, and the challenges of maintaining a high rating. The conversation also touches on the role of customer communication, the influence of online platforms, and the need for customer reviews in the automotive industry.

Key Takeaways:

• Responding to every review, both positive and negative, shows a commitment to customer satisfaction and can help resolve issues.
• Bad reviews can be an opportunity for growth and learning, as they highlight areas for improvement and allow for better customer service.
• Communication is key in managing customer expectations and addressing concerns before they escalate into negative reviews.
• Building a strong online reputation requires actively encouraging satisfied customers to leave positive reviews and promoting the business through various channels.
• While bad reviews can be disheartening, it's important to focus on the overall positive feedback and the relationships with loyal customers.

Notable Quotes:

• "You never want to sit there and beat your chest and go, 'Hey, look at all my great reviews.' I like to look at, okay, what did we do wrong? Was it valid? And then how can we make them think or make them feel like we could do something better to gain that customer?" - Jonathan
• "If you can gain that customer and the other positive reviews bring them in, then it's up to you to make sure that's not going to be a one-star review." - Jonathan
• "Reviews are just opinions, and while they can be helpful, they should not define your business or your self-worth." - Stephan

Listen to the full episode on Garage Grit Podcast.

About the Guests:

• Rick: Rick is the owner of First Choice Auto in Huntington Valley, PA. With 25 years of experience in the auto repair industry, Rick took over the business a year ago and has been working to provide excellent service to his customers ever since.
• Jared: Jared is a second-generation shop owner who recently took over a new auto repair shop. He is focused on implementing effective strategies to manage credit card processing fees and provide exceptional service to his customers.

Episode Summary:

In this episode, Brad from Shop Marketing discusses credit card processing and dual pay options for auto repair shop owners with Rick, the owner of First Choice Auto, and Jared, a second-generation shop owner. They explore the experiences and perspectives of shop owners when it comes to passing credit card processing fees onto customers or managing them in a different way. The conversation touches on the challenges of implementing cash discounts, the importance of effective communication with customers, and the potential benefits of investing in the customer experience. The guests also discuss the benefits of level two pricing for fleet service and the use of digital payment options like Zelle and Venmo.

Key Takeaways:

• Implementing cash discounts or dual pricing can help auto repair shop owners offset the rising costs of credit card processing fees.
• Effective communication and setting clear expectations with customers are crucial when introducing changes to payment processing.
• Understanding the demographics and preferences of your customer base can help determine the best approach to credit card fees and payment options.
• Level two pricing can be beneficial for fleet service, as it offers lower interchange rates for business-to-business transactions.
• Digital payment options like Zelle and Venmo provide instantaneous transactions and can be convenient for both shop owners and customers.

Notable Quotes:

• "The difference is when you're building your shop fees and labor fees to cover it, it's called a tax liability. When you're dual pricing or cash discounting, you're passing the fees onto the customer. It's less money the business collected for something you had to spend." - Rob
• "It's a matter of getting everybody on board. If every shop in the area is going to cash discount, then people have no other place to go. They're just going to accept it." - Rick
• "Younger generations are more comfortable with technology and digital payment options, so offering text-to-pay or QR code payments can be a convenient and appealing option for them." - Mark

Don't miss this insightful episode where Brad, Rick, and Jared discuss credit card processing and dual pay options for auto repair shop owners. Tune in to gain valuable insights and strategies for managing credit card fees and providing exceptional service to customers. Stay tuned for more episodes where industry experts share their knowledge and experiences to help you navigate the challenges of running an auto repair shop.

In this episode of the Garage Grit podcast, host Brad Hurlock from AA Shop Marketing leads a discussion with three experienced shop owners: Moira from Karma Auto Care in Georgia, Kendall from A1 Automotive in Nebraska, and Matt from Carz R Us in Illinois.

The conversation focuses on building and maintaining a positive shop culture, with each guest sharing their unique experiences, challenges, and strategies. Topics include team-building activities, personal development, mentoring young technicians, and the impact of shop culture on customer relationships. The episode also highlights the importance of continuous improvement and community involvement to create a supportive and engaging workplace environment.

00:00 Introduction to GarageGrit Podcast

00:40 Meet the Guests: Moira, Matt, and Kendall

00:59 Moira's Journey: From One Tech to Two Shops

02:16 Matt's Unique Path: From Band Teacher to Shop Owner

03:32 Kendall's Success: Building a Second Location

04:10 The Importance of Shop Culture

07:08 Challenges and Triumphs: Real Estate and Relocation

10:58 Recruitment Strategies: Finding the Right Fit

12:31 Building a Supportive Work Environment

18:07 Vision Boards and Personal Development

36:11 Generational Shifts in Shop Culture

41:21 The Importance of Continuous Learning

41:47 Reading vs. Audible: Different Approaches

42:09 Book Recommendations and Discussions

44:20 Implementing Lessons from Books

46:38 Building and Maintaining Shop Culture

47:37 Personal Development and Leadership

54:01 Vision Boards and Goal Setting

57:32 Team Collaboration and Compensation

01:05:13 Customer Experience and Shop Culture

01:18:17 Challenges of Expanding to Multiple Locations

01:20:52 Final Thoughts and Future Plans

Resources:

Join the private Facebook group.

Our Podcast Website

Matt's Book Recommendations:

The Five Dysfunctions of a Team

by Patrick Lencioni

The Dream Manager

by Matthew Kelly

Kendall's Book Recommendation:

The Courage to Be Disliked

by Ichiro Kashimi and Futema Guga

Moira's Book Recommendations:

Profit First

by Mike Michalowicz

All In

by Mike Michalowicz

Do It Differently

by Mike Michalowicz

In this comprehensive series of the Garage Grit podcast, host Brad Hurlock of AA Shop Marketing, gathers insights from three seasoned auto repair shop owners: Kevin Millevoi of Millevoi's Tire & Automotive in Bensalem, PA; Bill Stegich of Hynes Auto Service in Glenview, Illinois; and Jeremy McQueen of B.A.T. Boys in Branson, Missouri. The discussions cover a wide range of topics crucial to the auto repair industry, including the importance of transparency and communication with customers, optimizing estimates and invoicing practices, and balancing parts and labor costs. The episodes delve into maintaining customer trust through detailed invoices, educating customers about vehicle maintenance, and effectively handling seasonal fluctuations and warranty challenges. Guests share their experiences with digital vehicle inspections, pricing strategies, and addressing generational differences in customer expectations. They emphasize the significance of proper diagnostics, transparent pricing, and customer education in ensuring both customer satisfaction and business viability.

00:00 GGP October 2024

00:50 Today's Topic: Transparency and Communication

01:00 Meet the Guests: Shop Owners from Different States

03:08 Challenges of Seasona l Business

03:53 Customer Communication Strategies

08:20 Pricing and Estimates: Best Practices

27:38 Handling Warranties and Extended Services

34:11 Maintenance Tickets and Multi-Point Inspections

36:21 Customer Communication Strategies

36:31 Jeremy's Maintenance Ticket Process

37:13 Importance of Digital Vehicle Inspections (DVIs)

38:07 Handling Safety Concerns and Maintenance

39:36 Detailed Invoices and Customer Trust

41:56 Carfax Service History and Fluid Checks

43:12 Challenges with Customer Communication

44:26 The Role of DVIs in Customer Transparency

52:36 Estimating Repairs Over the Phone

01:00:27 Credit Card Fees and Customer Demographics

01:11:15 Financing Options and Discounts

01:12:04 Final Thoughts and Wrap-Up

About the Host:

Brad Hurlock is the voice behind the Garage Grit Podcast and co-owner of AA Shop Marketing. With a keen focus on helping independent auto repair shops succeed, Brad enjoys delivering practical insights and industry expertise to his listeners with every episode.

The Panel
Chris Barker is from Myers Tire & Auto Center of Statesville, NC. He started out in an independent shop, then worked for a big box store but found that he wanted a more personal connection with customers, so came back to a, single location shop. Myers has 8 bays handling roughly 34 cars/day. They are located in downtown Statesville in a business district. Myers is currently using the HITS Shop Suite.

Gerald Martin is a co-owner of Martin Auto Service of Anna, IL. Martin’s is a 3rd generation shop, started in 1972. Martins is a 10 bay shop in the process of adding 8 more bays. Once completed, they will have roughly 15, 000 sq ft of shop space. Anna, IL is very rural so the customer base travels quite a distance to get to the shop. Martin’s uses Autoflow.

Colleen Shannon and her husband own Shannon Family Automotive in Folsom, CA. When they started in 2011, they were just 2 bays. The shop’s local community has roughly 90k people, mostly suburban. In 2023, they expanded again into 13 bays. Shannon Family Automotive switched to ShopGenie a little over a year ago. Episode Summary

In this episode of the Garage Grit Podcast, host Brad Hurlock discusses the transformative power of Customer Relationship Management (CRM) systems in auto shops with guests Chris, Gerald, and Colleen. The conversation covers the implementation and evolution of CRM platforms, the benefits and processes of comprehensive vehicle inspections, and their positive impact on customer relationships and business efficiency. Key topics include tackling initial CRM implementation challenges, advanced features like digital vehicle inspections (DVIs), the integration of online appointment scheduling, and the use of key performance indicators for effective shop management. This episode provides valuable insights into streamlining auto shop operations and maximizing performance with modern CRM solutions.

Timestamps

00:00 Welcome to the Garage Grit Podcast

00:51 Meet the Shop Owners

00:57 Chris's Shop Journey

01:46 Gerald's Shop Legacy

03:45 Colleen's Shop Growth

05:27 The Evolution of CRM Systems

06:00 Implementing and Streamlining CRM

08:13 Choosing the Right CRM Platform

14:19 The Importance of Personal Touch in CRM

16:42 Challenges and Benefits of CRM Adoption

34:59 Employee Buy-In and Training

40:50 The Importance of Personal Touch in Customer Service

41:15 Leveraging AI for Efficient Review Management

43:04 Utilizing AutoFlow's Rainy Day Folder

45:21 Effective Marketing Strategies and Challenges

56:54 Future Innovations and Feature Requests

01:04:58 The Role of Digital Vehicle Inspections (DVIs)

01:11:22 The Benefits of Online Appointment Scheduling

01:15:35 Concluding Thoughts and Future Topics

Resources

Myers Tire & Auto Center 

Martin Auto Service

Shannon Family Automotive

HITS Shop Suite

Autoflow

ShopGeniePodcast Facebook Group

AA Shop Marketing

Check out this episode as our panel discusses how they use their CRM for their auto repair shop. Perfect for anyone looking to improve or manage customer relationships through shop specific software. Join the conversation in our private Facebook group. Would you like to share your CRM experiences? Contact us on the podcast website.

The Panel:

Kory Rozema: Kory Rozema is the second-generation owner of Rozema's Car Care in Hudsonville, Michigan. Since acquiring the business in 2016, Kory has expanded its operations significantly, from four bays to ten, and added a satellite location. He has also ventured into the highly technical field of ADAS calibrations. Kory is deeply involved in industry networking and training, fostering a community of continual learning and ethical business practices.

Philip Korbel: Philip Korbel is the co-owner of Elite Automotive Center in Fargo, North Dakota. He joined the family business shortly after its inception in 2013 and has been instrumental in its growth and success. Philip brings a strong background in customer service and technological adaptability, essential for modern shop management. Elite Automotive has six bays and a skilled team under Philip's leadership, with an emphasis on community and family as core values.

Troy Vaninetti: Troy Vaninetti is the owner of Graham Auto Repair in Washington, where he started as a technician at 17 and eventually bought the company. Under his leadership since 2006, the business has flourished, expanding to two locations with over a dozen bays in total. Troy has been a dedicated member of the ATI super conference community since 2012, promoting continual education and balanced life.

Episode Summary: In this episode of the Garage Grit Podcast, host Brad Hurlock chats with automotive shop owners Kory Rozema, Philip Korbel, and Troy Vaninetti about the value of industry-specific conferences and trade shows. The guests share their journeys in the automotive repair industry, from embracing advanced technologies to the importance of customer service and continual learning. The conversation kicks off with each guest sharing their backgrounds, including the evolution of their businesses and their roles in the automotive repair industry.

Key Takeaways:

• Networking and Learning: Attending conferences like Vision and ATI Super Conference allows for invaluable face-to-face networking, enriching the learning experience beyond what is possible digitally.

• Business Growth and Development: Conferences offer specialized training that caters to shop owners, managers, and technicians, helping them stay updated with the industry's latest trends and technologies.

• Family and Ethical Practices: Many conferences emphasize not just business growth but also personal development, ethics, and family values, essential for well-rounded leadership.

• Engagement and Recruitment: Promoting these events within your team can improve engagement and make your shop more attractive to top talent.

• Specialized Events: Events like SEMA, Apex, and local expos offer additional opportunities for learning about the latest tools, software, and industry advancements directly from OEMs and vendors.

Notable Quotes:

1. "Fix the owner, you fix the shop." - Philip Korbel

2. "The networking part of it, just being able to sit down and talk to other shop owners – there's a value that's almost unmeasurable." - Kory Rozema

3. "I've learned a lot about going from one shop to two shops and where all my deficiencies were." - Troy Vaninetti

4. "Education without action is just entertainment." - Philip Korbel

5. "It's our responsibility to fix the crummy reputation of the industry every single day." - Kory Rozema

Resources:

• ⁠Rozema's Car Care⁠

• ⁠Elite Automotive Center⁠

• ⁠Graham Auto Repair⁠

• ⁠ATI SuperConference⁠

• ⁠Vision Hi-Tech Training & Expo⁠

• ⁠SEMA Show⁠

• ⁠Apex Show⁠

• ⁠AST Training Expo (ASTE) ⁠

• ⁠Rick White - 180Biz⁠

• ⁠Ratchet+Wrench Management Conference⁠




Join us with this episode packed with firsthand experiences from seasoned auto shop owners. Perfect for anyone looking to elevate their business through industry events and continual learning. Join the conversation in our private Facebook group. Would you like to share your conference experiences? Contact us on the podcast website.