Dale Donovan shares how shop owners can improve visibility and trust by marketing the real experience of their shop, not just the services they sell. From recruiting to retention, this episode connects culture, customer experience, and positioning in a way that drives growth.
Dale grew a family operation into multiple locations by borrowing proven ideas, building local relationships, and staying focused on what customers and future employees actually see. The throughline is simple: make the shop experience so clear and compelling that the right people want to work with you.
The big challenge is competing with big box pricing and a tight technician market without cutting corners or chasing people down. Dale breaks down why most shops lose leverage, how inconsistent messaging shows up in customer experience, and why culture problems quietly wreck recruiting.
The shift comes from building buying power locally, tightening up the way tickets are priced and presented, and improving the day to day experience in the shop. That includes marketing your workplace authentically, making the shop feel more professional, and making the customer journey more consistent from the counter to the final call.
If you’re a shop owner, you’ll walk away with practical ways to position against big box stores, attract better techs with real content, and improve how customers feel about your shop before they ever approve the work.
Guests:
Dale Donovan - Donovan's Auto and Tire Center (Cincinnati, OH)
What you’ll learn:
Recruit technicians by marketing your shop culture
Build trust with a more consistent customer experience
Use buying power to compete with big box pricing
Improve retention by protecting your shop reputation
Make your value clear without discounting
Turn authenticity into better leads and hires
Reduce customer friction with faster approvals
Position your shop as the local honest choice
Timestamps
00:00 – Buying power and purpose
01:53 – Building a trusted local brand
02:53 – Old school vs new school systems
05:42 – Culture shapes reputation
07:45 – Removing the culture problem
08:50 – When firing protects the brand
10:40 – Retaining trust during shortages
11:45 – Sublet work, keep the customer
14:51 – Ethical recruiting and trust
16:09 – Market your workplace on socials
18:35 – Close Saturdays, improve loyalty
20:58 – Positioning vs big box pricing
22:56 – Buying group model that works
29:04 – Dues, rebates, and real savings
45:45 – Consistency that sells the job
54:22 – Outsourced parts manager idea
57:13 – Why shops win together
Links
Your 2026 Auto Repair Marketing Playbook:
https://addi.me/2026
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Episode Metadata
Episode: GGP #062
Guest: Dale Donovan
Shop: Donovan's Auto and Tire Center
Location: Cincinnati, OH
Front of Shop Strategies and Improving Customer Experience | Garage Grit PodcastIn this episode of the Garage Grit Podcast, we dive into the essential dynamics of the front of shop and how it impacts the overall performance of an auto repair business. Kathleen Callahan from Expert Tech Auto Repair and Phillip Corbel from Fargo, ND, share their insights on common challenges faced in hiring efficient CSRs and service advisors, training methodologies, and best practices for ensuring a seamless customer experience. The discussion also covers the importance of balancing marketing spend with front of house training, the role of consistent team meetings, and the evolution of auto repair tech. Join us as we explore strategies for enhancing both your team's effectiveness and customer satisfaction. Perfect for auto repair shop owners looking to boost their front-end operations!00:00 The Challenges of Hiring Technicians01:01 Welcome to the Garage Grit Podcast01:21 Unexpected Guest Cancellation02:21 Sledding Accident Story04:08 Kathleen's Introduction and Shop Overview05:41 Phillip's Introduction and Shop Overview06:04 The Importance of Front of Shop10:22 Personality Profiles and Team Dynamics25:58 The Value of Customer Service34:39 Developing Accurate Estimates35:10 The Role of Technicians in Estimating35:58 Handling Customer Interactions37:36 Marketing and Value Proposition38:15 Budgeting and Planning for 202638:59 Effective Marketing Strategies41:22 Customer Engagement and Personal Touch44:42 Humanizing Your Staff01:03:33 Training and Performance-Based Pay01:06:56 KPI Management in Dealerships vs. Aftermarket01:07:54 The Importance of Multiple KPIs01:08:54 Shop Culture and Business Models01:12:18 The Role of Training and Coaching01:13:26 Weekly Meetings and Communication01:15:02 Customer Interactions and Celebrating Wins01:26:51 Maintaining Shop Appearance and Marketing01:29:10 The Importance of Google Business Profile01:33:45 Future Panel Ideas and Technology Challenges01:39:33 Conclusion and Podcast Information
"If it needs to be done, it's going to be done" — Kory Rozema | GGP #060
Fleet work, pickup and delivery, loaner cars, DVIs, and ADAS aren’t just operations choices—they’re marketing decisions that shape how customers see your shop, how often they return, and who they refer. In this Origin & Impact episode, AAPEX 2025 Shop Owner of the Year Tom Palermo of Preferred Automotive Specialists in Philadelphia, PA breaks down how convenience and communication built a brand fleets and retail customers fight to stay with.
Tom shares how he grew up in his dad’s three-bay service station, worked every nasty job in the building, went to Penn State, and eventually took over diagnostics and leadership in the shop. That “never ask anyone to do a job you wouldn’t do yourself” mentality now shows up in how his team handles runners, loaner cars, and customer-facing processes—every touchpoint is part of the brand.
From there, he dives into the real tension: how do you grow fleet work without abandoning Mrs. Jones—and how do you market both sides of the business when technology, ADAS, and data access keep raising the stakes? Tom unpacks the learning curve of building a loaner fleet, doing 5–10 pickups a day, and keeping vehicles clean and presentable so your customers’ brand (and your reputation) looks sharp wherever those vehicles show up.
You’ll hear how Preferred Automotive Specialists layered in DVIs, alignment/ADAS checks, pickup and delivery, and tight documentation so that customers understand what’s urgent, what can wait, and why it matters. Then Tom zooms out to industry-level marketing: the Right to Repair fight, who really owns vehicle data, and how tools like ASE certification and Auto Care’s advocacy resources give independents a way to signal professionalism and protect their customers’ right to choose where they get service.
By the end, you’ll have practical ideas you can deploy this week: how to make convenience your core differentiator, how to talk about ADAS and DVIs in plain language, how to position yourself for fleet work without drowning your team, and how to mobilize your staff and customers around Right to Repair so your marketing, operations, and advocacy are all pulling in the same direction.
Guests:
Tom Palermo — Preferred Automotive Specialists (Philadelphia, PA) linkedin.com+2AAPEX 2025+2
What you’ll learn:
Why convenience-first service is a powerful marketing advantage.
How DVIs help customers clearly see value and urgency.
Ways fleet work can stabilize your car count and leads.
How to start outreach to fleet managers and CFOs.
Using loaner cars and pickup/delivery as brand assets.
How ASE certification boosts trust in your messaging.
Why Right to Repair is a customer-choice marketing issue.
Simple steps to rally staff around industry advocacy.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair marketing, auto repair SEO, auto repair ads, auto repair shop branding, auto repair customer communication, auto repair online reviews, auto repair retention, fleet repair marketing, fleet manager outreach, loaner car marketing, pickup and delivery service, auto repair DVIs, ADAS customer education, right to repair auto, ASE certified shop marketing, independent auto repair growth, auto repair podcast, Garage Grit Podcast
Episode Metadata
Episode: GGP #059
Guest: Tom Palermo
Shop: Preferred Automotive Specialists
Location: Philadelphia, PA
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
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
When customers don’t trust shops, they don’t trust your marketing either. In this episode, we look at how F & L Tire and Service built a female-friendly, family-first brand experience that keeps customers coming back—even when the township puts a hard cap on physical growth. You’ll hear how intentional communication, paid inspections, and a clear value story turn everyday visits into long-term loyalty.
Frank and Kristy Sponaugle are a third-generation tire family running a seven-bay shop just outside Bethlehem, PA. Frank grew up patching tubes at 15, while Kristy came in through business school, Goodyear University, and a front-counter role that quickly became the face of the brand. Together, they’ve had to evolve from “tire shop” to trusted, full-service advisor without losing the personal touch.
Their biggest struggle wasn’t just potholes, rust, and thin tire margins—it was how those realities showed up in customer conversations. Customers bristled at surprise “free” inspections, worried about big repair estimates, and often felt talked down to, especially women who had been burned elsewhere. At the same time, township zoning blocked any more bays, forcing F & L to grow through better experience and communication instead of just more square footage.
Frank and Kristy responded by turning inspections into a paid Car Care Package, using Mitchell notes and OEM schedules to pace work around budgets and long-term plans. Kristy leaned into her role as a female advisor, translating tech talk into real-world decisions and building the kind of trust where customers simply say, “Do what you think is best.” Along the way, they tightened up record-keeping for future expansion, strengthened vendor relationships, and made weekends-off part of their employer brand story.
For independent shop owners, their story is a playbook for growing when the building can’t. You’ll walk away with ideas for packaging inspections customers actually want, using maintenance plans to protect warranties and wallets, and positioning your front counter as a marketing asset—not just a scheduling function. If you’re capped on bays but not on ambition, this conversation will help you turn communication into your competitive edge.
Guests:
Frank Sponaugle — F & L Tire and Service — Bethlehem, PA
Kristy Sponaugle — F & L Tire and Service — Bethlehem, PA
What you’ll learn:
How to turn inspections into a paid value package
Ways to explain OEM maintenance without sounding salesy
Using Mitchell notes to pace work and avoid bill shock
How female representation shapes your shop’s brand experience
Positioning a family shop as “part of the family”
Turning weekends-off into a recruiting advantage message
Educating tire buyers beyond price to protect reputation
Using warranty language to frame maintenance conversations
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Episode Metadata
Episode: GGP #056 | Guests: Frank Sponaugle & Kristy Sponaugle | Shop: F & L Tire and Service | Bethlehem, PA
Is your shop competing on price or value? Many shop owners struggle with customers who nitpick invoices and price-shop parts, driving margins down. To combat this, Jeremy McQueen implemented a "Bid Shop" model—offering a single price for the total job rather than an itemized breakdown. This marketing and sales strategy shifts the customer conversation from the cost of a water pump to the value of the warranty, expertise, and convenience provided.
Jeremy’s journey began working alongside his father in a small two-bay shop before purchasing the business and expanding into a 10,000-square-foot facility. Despite operating in Branson, Missouri—a major tourism hub—Jeremy faced the challenge of managing low-quality, emergency tourist work versus building a loyal local client base. The conflict between high-volume, one-time transactions and long-term relationship marketing forced a major strategic pivot.
To resolve this, Bat Boys stopped chasing the tourist dollar and doubled down on the local market. They introduced a fleet of loaner cars as a key value-add to close larger tickets and focused on "Bid Shop" transparency to eliminate price objections. This shift allowed them to stabilize revenue during the off-season and build a brand reputation based on trust rather than the cheapest repair in town.
Now, Bat Boys operates with high efficiency and a clear vision for expansion to ten locations. By treating employees as their primary customers and locals as their VIPs, Jeremy has built a business that thrives on quality over quantity.
Guests:
Jeremy McQueen, Bat Boys, Branson, MO
What you’ll learn:
The "Bid Shop" strategy to stop price shoppers
Marketing to locals vs. relying on tourist traffic
Using loaner cars to increase ticket close rates
Selling value instead of itemized parts breakdowns
Brand positioning in a seasonal market
Internal marketing: retaining top-tier technicians
Transitioning from family-owned to growth-focused
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair marketing, bid shop pricing, selling value, shop loaner strategy, customer retention, local SEO targeting, auto repair sales training, shop expansion, family business succession, auto shop brand positioning, service advisor tips, mechanic business growth, seasonal marketing strategies, technician retention, Bat Boys Branson
Episode Metadata
Episode 056
Jeremy McQueen
Bat Boys
Branson, MO
Customers today make decisions based on trust—who communicates clearly, who feels local, and who treats them with honesty. In this episode, we break down how a shop can outperform franchises simply by showing up as the neighbor customers want to support.Renton Garrett of Gold River Automotive in Gold River, CA shares the origin of his family-run shop, why leaving the franchise model unlocked their brand identity, and how they built a culture that customers immediately recognize and respond to.He explains the marketing conflict every shop faces: franchises push loss-leader ads and generic national campaigns that don’t match local reality. Renton talks through how he built a business that wins customers specifically because they DON’T want corporate treatment.You’ll hear how transparent DVIs, local engagement, community-first communication, and a consistent review strategy help Renton maintain trust and keep customers coming back—even in a region where people frequently move in and out.If you’re a shop owner trying to grow trust, differentiate your brand, and win customers who stay loyal for years—not just one visit—this story will give you a clear roadmap to apply today.Guests:Renton Garrett — Gold River Automotive — Gold River, CAWhat you’ll learn:Why local identity outperforms national franchise marketingHow transparent DVIs build trust and higher approval ratesThe communication habits that keep customers loyalWhy customers choose independents over big brandsHow to present estimates without overwhelming customersHow review automation drives long-range customer acquisitionWhy culture affects customer experience and retentionHow EV readiness ties into future marketing positioningCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more shop-owner panels & Origin & Impact stories.Want to be a guest? Share your story in the group.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, customer communication, local branding, shop reputation, independent shop marketing, digital visibility, review strategy, DVI communication, customer trust, retention strategy, EV readiness messaging, franchise alternative marketing, shop differentiation, shop owner storytelling, brand loyalty, repair shop marketing strategy, local business marketing, Google reviews optimization, auto shop customer experienceEpisode MetadataEpisode: GGP #055Guest: Renton GarrettShop: Gold River AutomotiveLocation: Gold River, CA
In this episode of the Garage Grit Podcast, host Brad Hurlock and a panel of auto shop owners discuss the importance of documenting processes to ensure consistency, efficiency, and scalability in running their businesses. The conversation covers several key areas including the advantages of using explicit phone scripts, the benefits of regular staff meetings, and the concept of leveraging AI tools such as ChatGPT for drafting procedures and improving customer interactions. Panelists Julio Dard, Jared, and Dale Donovan share their insights, explore the role of a parts manager, and debate the merits of different documentation methods, including written manuals, digital platforms like Trello, and video content. The episode wraps up with actionable tips on how to start documenting processes and continuously refining them for growth and success.
00:00 Introduction and Initial Thoughts
00:39 Welcome to the Garage Grit Podcast
01:27 Guest Introductions
01:47 Julio's Shop Overview
02:29 Jared's Shop Overview
04:01 Dale's Shop Overview
05:56 Documenting Processes and Procedures
08:08 Using Technology for Documentation
15:16 Team Involvement in Process Creation
29:03 Parts Manager Discussion
42:15 Panel Discussion Kickoff
42:34 Sharing Contact Information
42:59 Importance of Front of Shop Investment
44:00 Documenting Processes and Phone Scripts
45:29 Handling Customer Interactions
48:19 Hiring and Managing Staff
59:10 Using Slack for Communication
01:00:30 Creating a Buying Group
01:02:21 Handwritten Thank You Letters
01:07:14 Utilizing AI in Business
01:14:51 Reviewing and Updating Processes
01:18:23 Closing Remarks and Reflections
Google visibility isn’t luck — it’s strategy. In this episode, you’ll hear how Bayer Motor Works dominates search rankings in a competitive metro market and how their European niche allows them to pull customers from 30–50 miles away. This conversation breaks down how SEO, reputation, and smart targeting turn a specialty shop into a destination shop.
Sean Beardsley brings a dealer-level perspective on marketing allocation, brand positioning, and customer communication. He explains why he stopped spending money on domestic ads, why organic + paid search is their primary growth driver, and how consistent reputation management builds long-term trust.
We also dig into the marketing impact of hiring, culture, and QC — not as operations tasks, but as core contributors to brand experience. Customers trust shops that communicate clearly, inspect well, and deliver consistent results. That trust becomes a marketing asset.
If you want higher-quality leads, stronger Google visibility, and a marketing strategy that fuels retention, this episode gives you a clear blueprint.
Sean Beardsley — Bayer Motor Works — Chandler, AZ
• How SEO ranking drives higher-quality European leads
• Why organic + paid search beats broad marketing spend
• How niche positioning expands geographic reach
• Why brand reputation accelerates search conversions
• Using DVIs to strengthen customer trust and approvals
• How culture impacts the customer experience journey
• When to stop spending ad dollars in low-ROI segments
• How to communicate clearly to support repeat business
Got questions? Comment or post in the FB group — guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
auto repair marketing, SEO for auto shops, Google ranking, European auto repair, organic search strategy, paid search ads, niche shop marketing, reputation marketing, customer communication, DVI marketing, shop branding, customer retention, targeting strategy, BMW repair marketing, Mini Cooper repair marketing, Mercedes repair marketing, shop visibility, auto repair advertising
Episode number: GGP #053
Guest: Sean Beardsley
Shop name: Bayer Motor Works
City/State: Chandler, AZ
Growing a shop starts with staying connected to the people who already trust you. In this Origin & Impact episode, Steve Finzel explains how communication, CRM systems, advisor training, and a consistent customer experience became the backbone of his growth. His story gives shop owners a clear roadmap for turning better communication into real marketing momentum.
Steve began his career as a technician, eventually taking over a struggling two-bay shop and rebuilding it from the ground up. The early years pushed him to understand customers, build trust quickly, and learn the business side the hard way — all lessons that shaped the future of Finzel’s Master Tech.
As his operation expanded into multiple buildings and 19 bays, new challenges emerged: rising costs, ADAS requirements, staffing, workflow control, and the need for a consistent brand experience. Steve realized that scaling wasn’t just about equipment or space — it was about communicating clearly, training advisors, and ensuring every customer touchpoint matched the shop’s standards.
With coaching, digital systems, CRM-driven outreach, and a stress-free in-shop experience, Steve refined his business into a customer-first operation. Consistent communication improved retention, digital inspections increased trust, and marketing became more effective because the experience matched the messaging.
For shop owners and marketers, this episode shows why communication IS marketing. When you keep in touch with customers the right way, growth becomes predictable — not accidental.
Guests:
Steve Finzel — Finzel’s Master Tech — Terre Haute, IN
What you’ll learn (shop-owner takeaways):
How consistent communication drives retention
Why CRM touchpoints matter more than ever
How advisor training improves marketing ROI
When ADAS calibration becomes a liability risk
What makes a stress-free customer experience
How coaching accelerates shop performance
Why systems must match your marketing
How to scale without losing customer trust
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair marketing, CRM communication, customer retention, shop coaching, ADAS calibration, advisor training, shop leadership, digital inspections, workflow management, auto repair profitability, mechanical shop growth, repair shop operations, front desk communication, small business marketing, auto repair SOPs, retention systems, service advisor development, customer experience strategy
EPISODE METADATA
Episode number: 52
Guests: Steve Finzel
Shop name: Finzel’s Master Tech
City/State: Terre Haute, IN
When Josiah Martin bought Limitless Auto in rural Pennsylvania at age 25, he inherited more than a business — he inherited a legacy. Five years later, his transformation from technician to business leader shows how the right systems, training, and mindset can turn a local garage into a trusted community brand.
Raised in a Mennonite family, Josiah didn’t follow a generational path into auto repair. He built his experience from rebuilding starters to running a full-service shop during the uncertainty of 2020. His story captures the grit of starting in the middle of a global shutdown — and the discipline to keep learning and growing ever since.
Josiah’s biggest pivot came through coaching with 180 Biz, where he discovered that building processes, training front office staff, and defining communication standards matter as much as technical skill. Those changes reshaped his culture and customer relationships — but not without friction from longtime customers and the shop’s previous owner.
Today, Limitless Auto runs on systems instead of survival mode. With a two-person front office team, clear expectations, and a service philosophy built on education and empathy, Josiah shows that leadership starts with listening. His focus on customer experience and local engagement has turned his shop into a community anchor.
For shop owners ready to level up, this conversation is a masterclass in leadership, communication, and process. Josiah’s story proves that success comes from empowering your people — not just fixing cars faster.
Guests:
Josiah Martin — Limitless Auto — Oley, Pennsylvania
What you’ll learn (shop-owner takeaways):
• Why your front desk defines your customer experience
• How to introduce DVIs without losing loyal clients
• The real ROI of hiring and training advisors
• How coaching accelerates leadership growth
• Building processes that free you from daily chaos
• Turning customer conversations into long-term trust
• Lessons from transitioning legacy ownership
• How local involvement strengthens your shop’s brand
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair shop leadership, front desk training, customer service, DVI systems, shop operations, coaching for shop owners, 180 Biz, limitless auto, automotive marketing, small business growth, employee training, shop process development, customer communication, auto repair management, leadership coaching, auto shop automation, team building, community engagement, shop efficiency
EPISODE METADATA
Episode number: 051
Guests: Josiah Martin
Shop name: Limitless Auto
City/State: Oley, Pennsylvania
Thomas Andrews of CDT Automotive turned a four-year EPA battle into a story of resilience and reinvention. What began as a high-performance diesel shop evolved into a people-first repair business generating over $7 million a year. His journey from legal turmoil to leadership shows how to rebuild a business on purpose, community, and integrity.
Starting as two best friends modifying trucks, Thomas and his partner Mike Liles transformed their hobby into a performance powerhouse. But an unexpected letter from the EPA changed everything, forcing them to pivot away from emissions tuning and rebuild around sustainable operations and customer trust.
The legal process tested their partnership, their mindset, and their mission. Instead of folding, they focused on culture, customer experience, and leadership. They rebuilt CDT Automotive as a same-day, people-centric operation while launching a second brand, Select Auto Pros, to serve a wider market.
Through coaching at ShopFix Academy, Thomas learned that growth starts with humility. “Fix the owner, fix the shop” became his guiding principle, leading to exponential growth and renewed purpose.
Today, Thomas coaches shop owners across the U.S. and beyond, teaching them how to scale operations, lead with empathy, and create cultures that last. His transformation proves that resilience and accountability can turn crisis into legacy.
Guests:
Thomas Andrews — CDT Automotive & Select Auto Pros — Fuquay-Varina, NC
What You’ll Learn (shop-owner takeaways):
How to rebuild after a major business or legal setback
Why “fix the owner, fix the shop” creates real growth
Strategies for scaling a multi-location operation
Turning passion projects into sustainable businesses
Handling negative reviews with empathy and process
Training leaders for consistent customer experience
Creating purpose-driven, loyal shop cultures
Turning adversity into long-term competitive advantage
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair leadership, shopfix academy, thomas andrews, cdt automotive, select auto pros, shop owner growth, customer experience, EPA compliance, marketing for repair shops, shop operations, business resilience, automotive coaching, north carolina auto shops, team culture, leadership training, brand transformation, shop management, digital marketing, growth mindset, garage grit
EPISODE METADATA
Episode number: 050
Guests: Thomas Andrews
Shop name: CDT Automotive / Select Auto Pros
City/State: Fuquay-Varina, NC
Second-generation owner Lou Cannata shares how saying no to distractions (towing, gas, used cars) unlocked the time to build people, processes, and profit. This episode leans into the shop-owner reality: you can’t grow sustainably if you’re still doing everything yourself.
Lou’s origin story starts in a three-bay gas station and evolves into a 27–28k sq-ft operation with service and collision under one roof. His early years were hands-on in every profit center—until a mentor’s hard question shifted his focus from “more things” to “the right things.”
The conflict: strong top-line, weak alignment. SOPs existed but weren’t lived. Culture didn’t match the vision. Lou faced tough exits (even top producers) to protect values and rebuild around vision-mission-values and SL2 leadership. Meanwhile, COVID forced clarity, sped up the exit from used cars, and pushed him to pour into the team.
The resolution: document the why, then the how. Lead with SL2, reinforce behaviors, recognize wins, and coach the person—not just the role. Marketing, fleet development, and ADAS partnerships created capacity for profitable service growth while Lou launched L5 Leadership Coaching & Consulting.
Impact: if you want durable growth, stop being the hero and build heroes. Define the why, operationalize it, then measure, reward, and recruit to it. Owners who lead with clarity, authentic care, and consistent processes see lower turnover, higher margins, and a business that runs without them.
Guests:
Lou Cannata — Lou’s Car Care & Fleet Services — Baldwinsville, NY
What you’ll learn (shop-owner takeaways):
Define vision, mission, values before writing SOPs
Use SL2 to match leadership style to skill level
Cut profit centers that dilute focus and culture
Replace “top talent” that breaks your values
Reward visible behaviors, not just results
Build ADAS/fleet partnerships to grow B2B revenue
Document processes where your team actually works
Coach individuals: gremlins, assumptions, limiting beliefs
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair marketing, shop SOPs, SL2 leadership, shop culture, technician retention, ADAS partnerships, fleet sales, service advisor training, vision mission values, shop growth, coaching for shop owners, profitability, process documentation, Way We Do, AI SOPs, hiring and onboarding, customer experience, pricing and margins, shop leadership
EPISODE METADATA
Episode number: 49
Guests: Lou Cannata
Shop name: Lou’s Car Care & Fleet Services
City/State: Baldwinsville, NY
Tim Schaefer grew up in his family’s shop, Dale’s Service Center, in Davenport, Iowa—starting as a tire kid before becoming owner. After years of doing it all himself, he hit a wall and realized that true growth meant stepping out of the day-to-day and building a business that could run without him.
His story begins with a second-generation shop transition that could’ve easily gone sideways. Taking over from his father meant navigating family expectations, evolving technology, and the pressure of proving that a repair shop could thrive without selling fuel—something few believed in during the late ’70s and ’80s.
The turning point came when Tim embraced coaching, implemented clear processes, and learned to view his shop like a business rather than a job. He faced down resistance to technology, adopted digital systems, and built a sustainable workflow that supported both his family legacy and modern industry demands.
Through that experience, he developed a new mission—helping other shop owners bridge the same gap through his company, Level 6 Auto Shop Consulting. Now, Tim guides owners through generational transitions, financial alignment, and operational clarity so they can stop working in their business and start leading it.
If you’re a shop owner balancing legacy, leadership, and growth, this conversation offers a blueprint. Learn how to create sustainable success, document your processes, and build the next generation of leadership in your business.
Guests:
Tim Schaefer — Dale’s Service Center & Level 6 — Davenport, IA
What you’ll learn (shop-owner takeaways):
How to successfully transition a family-run shop
The mindset shift from technician to business owner
Building loaner car programs that actually make sense
How to handle generational disagreements in leadership
Steps to start documenting your shop’s core processes
Avoiding valuation mistakes during succession planning
When and how to raise your labor rate with confidence
The role of coaching in scaling your shop operations
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair shop succession, family business transition, shop management, automotive coaching, process documentation, leadership in auto repair, digital vehicle inspections, auto repair marketing, service advisor training, loaner car program, shop profitability, business automation, owner mindset shift, Level 6 Consulting, Dale’s Service Center, Davenport Iowa, shop growth strategies, AA Shop Marketing, GGP Origin & Impact
EPISODE METADATA
Episode number: 047
Guests: Tim Schaefer
Shop name: Dale’s Service Center & Level 6
City/State: Davenport, IA
A third-generation tire shop turns the corner by adding mechanical service—and learns the hard way that customer experience, workflow, and messaging must evolve together. In this episode, we dig into how clear communication and simple process changes lifted ARO while keeping trust high.
Alex grew up in his family’s shop (founded in 1969), took over in 2021, and inherited a high-volume tire operation with extreme seasonality. Moving from “tires only” to a fuller service model forced new habits: inspections, advisement, and slower, more thorough service—without losing the speed that kept customers loyal.
The transition exposed blind spots: unannounced DVIs that annoyed longtime customers, seven advisors double-booking fifteen bays, and a Q1 cash crunch from payroll during slow months. Instead of guessing, Alex joined a dealer 20-group, got roasted (constructively), and prioritized two fixes: explain DVIs up front and appoint an expediter to control bay flow.
Results followed. Announcing a “free, non-invasive multi-point check” set expectations and reduced pushback while still surfacing safety issues. A single expediter (air-traffic control) stopped advisors from tripping over each other. Lightweight tools—AutoFlow for DVI/status and a shared calendar (TimeTree) for road-service—kept the mixed workload moving.
Now Alex is documenting SOPs (consistent offers from every advisor), planning a cleaner, simpler six-bay second location, and time-boxing winter for cleanup projects rather than layoffs. Shop owners will walk away with a playbook for communicating DVIs, fixing scheduling chaos, and aligning marketing with operations so new calls actually convert.
Guests:
Alex Skander — Skander Tire
What you’ll learn (shop-owner takeaways):
Clarify DVIs as “free, non-invasive” before any work
Use an expediter to stop advisor double-booking
Match inspection depth to job scope and consent
Track car status (temporal) and bay location (spatial)
Smooth seasonality without layoffs via Q1 projects
Document SOPs so every advisor sells consistently
Market–ops alignment: calls only matter if you convert
Prioritize two fixes before tackling a long improvement list
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair marketing, shop owner coaching, digital vehicle inspection, DVI scripting, expediter role, bay scheduling, AutoFlow, SOPs for advisors, ARO growth, hiring technicians, tire shop to mechanical, seasonality planning, road service scheduling, customer experience, operations and marketing alignment, shop workflows, small business leadership, second location planning, reviews as feedback, process improvement
EPISODE METADATA
Episode number: 47
Guests: Alex Skander
Shop name: Skander Tire & Auto Service
City/State: Butler County, PA
Roger Kaufman went from dealership team lead to shop owner, learning how to step out of the bay and run the business. In this episode, he breaks down how he stabilized car count, rebuilt a fractured team, and created a hiring “bench” so staffing never blindsides him again.
Starting from a three-lift unit in 2009, Roger grew Kaufman’s Auto Repair to 7 lifts plus an alignment rack, processing ~40–45 cars a week. He invested in office space and systems so he could shift from technician to owner—while front-of-house pros like Sabrina (service writer) and Dwayne (CSR) became the daily “face” of the shop.
The hardest chapter: dropping from four techs to one after hurricanes and fit issues. Roger responded with continuous recruiting (BetterTeam), culture-first screenings, and even bringing back a retired “substitute tech” for coverage during vacancies and vacations. He also leans on ATI coaching and a 20-group to pressure-test KPIs and processes.
Operationally, the shop wins techs with an air-conditioned shop and no Saturdays. On parts, Roger’s loyalty is to the customer—mixing NAPA AutoCare, dealer OE when reliability matters (certain sensors), and name brands for starters/alternators and timing systems, backed by warranty and rebates.
Shop owners will walk away with a blueprint: speak goals out loud, build a bench before you need it, let advisors be the face, and manage quality and warranties with vendors while protecting margin and trust.
Guests:
Roger Kaufman — Kaufman’s Auto Repair — Sarasota, FL
What you’ll learn (shop-owner takeaways):
Hire for culture; keep an always-on pipeline
Use a “substitute tech” bench for coverage
Let advisors be the face; owners lead
Air-conditioning + no Saturdays attract techs
Balance OE/aftermarket; warranty for trust
Shift from in-bay to management with space
Track efficiency, comebacks, profitability
Speak goals; use peers/coaches for accountability
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair marketing, shop owner leadership, ATI coaching, hire technicians, service advisor training, DVIs and communication, technician efficiency, comeback rate, parts warranty strategy, NAPA AutoCare, dealer OE parts, Google Business Profile, four-day work week, recruiting pipeline, BetterTeam hiring, air-conditioned shop, no Saturdays policy, succession planning, shop growth strategies, customer trust
EPISODE METADATA
Episode number: 46
Guests: Roger Kaufman
Shop name: Kaufman’s Auto Repair
City/State: Sarasota, FL
Mobile can be your growth lever when bays are capped. In this Origin & Impact, Scott Blair shows how 2U Tire and Wheel built a concierge model that wins fleet work, protects margins, and feeds the shop with higher-trust customers.
Scott started in operations—not as a line tech—and co-founded a Phoenix/Mesa mobile unit with an aviation-mechanic partner. The first van launched around Barrett-Jackson, and the team learned fast: fleets first, then retail. That playbook now spans Arizona and Alabama.
The real friction? Technicians, processes, and local politics. Municipalities block expansion, shops feel “full,” and owners try to bolt mobile onto messy operations. Scott argues mobile fails without consistent SOPs, customer-experience standards, and the right brand ambassador in the driver’s seat.
His fix: tighten in-shop systems first, then deploy a fully equipped van (precision balancing, digital inflators, power systems) with a coachable C-level tech or service-savvy team member. Focus on fleets, inspections that drive upsells back to the shop, and social proof from niche communities (equestrian, field services). No coupons—sell convenience, precision, and trust.
Impact for shop owners: add capacity without new bays, stabilize workflow with fleet contracts, and create a brand that commands price. If you’ve hit a facility ceiling—or you’re mapping succession—this episode gives you a blueprint to scale on service, not square footage.
Guests:
Scott Blair — 2U Tire and Wheel — Mesa, AZ & Mobile, AL
What you’ll learn (shop-owner takeaways):
• Add capacity without construction using a mobile unit
• Why fleets beat retail for predictable revenue
• The right person to staff a mobile van
• Tools that cut labor time and comebacks
• How mobile feeds shop diagnostics and A-tech work
• Pricing mindset for concierge, no-coupon service
• Using niche communities to drive referrals
• Start with SOPs before adding mobile operations
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair marketing, mobile auto service, fleet maintenance contracts, SOPs for shops, customer experience DVIs, technician hiring, service advisor training, precision wheel balancing, TPMS process, local service ads, shop succession planning, operations management, concierge auto repair, pricing strategy, shop capacity planning, municipal zoning challenges, niche community referrals, equipment ROI
EPISODE METADATA
Episode number: 045
Guests: Scott Blair
Shop name: 2U Tire and Wheel
City/State: Mesa, AZ & Mobile, AL
In this episode of the Garage Grit Podcast, host Brad Hurlock and a panel of auto shop owners share powerful stories about the hurdles they face dealing with local municipalities and regulations. Greg discusses his shocking battle with local authorities over improvements to his property, leading to felony charges for cutting down dangerous trees. Tom and Corey provide insights from their own experiences, highlighting the importance of community relations and strategic planning when expanding auto repair businesses. The panel emphasizes the critical impact of local elections on small businesses and encourages listeners to be informed voters. Practical tips include making a Google search for candidates before voting and the value of forming local business associations for advocacy and mutual support. This episode underscores the complex interplay between government regulations, community engagement, and business expansion.
00:00 The Stop Work Order Nightmare
00:24 The Signage Struggle
00:55 Welcome to the Garage Grit Podcast
01:09 The Importance of Local Elections
02:28 Meet the Shop Owners
04:34 Greg's Legal Battle
18:35 Corey's Signage Victory
32:12 Tom's Expansion Challenges
40:01 Navigating Building Maintenance Challenges
40:33 Relocating to Philadelphia: A Smooth Transition
42:23 Dealing with Inspections and Regulations
49:09 Expanding Business Operations
51:50 The Importance of Community and Local Politics
01:07:43 Creating a Professional and Welcoming Shop Environment
01:16:17 The Role of Voting and Civic Engagement
01:22:30 Final Thoughts and Encouragement
Kathleen Callahan built Xpertech Auto Repair from four bays to six over 21 years—but not by chasing volume. In this episode of the Origin & Impact series, she reveals how prioritizing quality over quantity transformed her profitability, culture, and sustainability.
When she became sole owner in 2009, Kathleen learned operations on the fly. With coaching, process development, and team alignment, she evolved from a hands-on leader into a strategic architect of her business.
The real challenge hit when a key technician walked out mid-job. Kathleen used it as a pivot point—restructuring roles, onboarding assessments like DISC and driving forces, and reinforcing clear workflows so that the shop could survive without her in the trenches.
Today, Xpertech runs under a “smarter, not bigger” philosophy. Kathleen tracks success through hours per ticket, customer experience, and team empowerment—not just car counts. Her story is proof that disciplined systems and culture beat unchecked expansion.
For shop owners and marketers: this episode is a playbook for leading with clarity, building with intention, and growing without burnout.
Guests:
Kathleen Callahan — Xpertech Auto Repair — Englewood, FL
What You’ll Learn (Shop-Owner Takeaways):
• How to boost hours per ticket without adding bays
• What to do when a top tech walks out
• Integrating DISC & driving forces into hiring
• Shifting from doer to architect
• Structuring advisor, tech & production roles
• Using coaching to drive real change
• Why quality-focused growth outlasts volume growth
• Protecting your shop’s legacy through data control
Timestamps
00:00 – Intro
00:45 – Kathleen’s Shop Story & Core Values
02:30 – Quality Over Quantity Philosophy
04:10 – Defining Hours Per Ticket
06:00 – Advisor / Tech / Production Roles
08:15 – Solving Advisor Role Overload
10:00 – Tech-Led Estimating & DVI Work
12:00 – Communication Flow & Process
13:30 – Presenting Work to Customers
15:00 – Market Trends & Autonomy
17:20 – Zoning & Expansion Hurdles
19:10 – Policy’s Influence on Repair Shops
21:00 – The Right to Repair & Access
23:00 – DISC & Driving Forces for Culture
25:30 – Crafting a Balanced Team
27:10 – Handling a Technician Walkout
29:00 – Rebuilding Structure On The Fly
31:00 – Coaching’s Mindset Shift
33:20 – Selecting a Coach That Fits
35:00 – Scaling Without Chaos
37:00 – Marketing, Data & Legacy
38:45 – Final Advice for Shop Owners
Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.
Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit
Keywords
auto repair growth, shop marketing, leadership, hours per ticket, SOPs, DVI estimating, coaching, shop culture, independent repair, technician hiring, Right to Repair, DISC assessment, business structure, team alignment, shop owner mindset, data control, sustainable growth
EPISODE METADATA
Episode Number: 043
Guests: Kathleen Callahan
Shop Name: Xpertech Auto Repair
City/State: Englewood, FL