The Great SMP Website Debacle [E128] - The Auto Repair Marketing Podcast

carmcapriotto · November 27, 2024

In this episode, Brian Walker is joined by guest Hallie Wasinger to provide a behind-the-scenes look at how they tackled a major business challenge head-on. After two months of thinking everything was running smoothly, the team uncovered that website projects were falling behind and client communication had slipped. This significant issue required immediate action.

Hallie shares how she stepped in to take ownership, assessed each project, and led the team in establishing new, realistic launch dates. Together, Brian and Hallie discuss the importance of extreme ownership, providing structure, and delivering clear direction to get the team back on track. They also emphasize the value of staying calm when challenges arise, and the critical lesson that clients don’t expect perfection—they just want things made right.

If you’re navigating your own business challenges, this episode is packed with valuable insights and practical advice on leadership, integrity, and making tough decisions.

Tune in now to discover how to keep your business on course, even when it feels like everything is going wrong.

Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more at

RepairPal.com/shops.

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How To Get In Touch With the Guest

Hallie Wasinger: https://www.linkedin.com/in/hallie-wasinger-411706161/

Show Notes with Time Stamps

Introduction to the Episode (00:00:10) Brian introduces the podcast and guest Hallie Wasinger, setting the stage for the discussion.
The Great Website Debacle (00:01:30) Brian introduces the topic of the "great shop marketing pros website debacle" and thanks sponsors.
Agency Environment Challenges (00:04:39) Hallie describes the intense pace of working in an agency, likening it to "drinking out of a firehose."
Hiring Challenges (00:05:20) Brian discusses the difficulties in hiring a suitable web project manager for their fast-paced agency.
Trusting Your Instincts (00:05:56) Brian emphasizes the importance of trusting your instincts when sensing something is wrong in a project.
Communication Breakdowns (00:07:04) Hallie notes that the team started feeling something was off, leading to a breakdown in communication.
Reality Check on Project Status (00:08:49) Brian reveals the shocking reality of multiple projects being behind schedule and lacking communication.
Lessons on Accountability (00:09:45) Brian discusses the need to dig deeper when issues arise and not just take someone's word for it.
Transition of Responsibilities (00:10:42) Hallie expresses her eagerness to take over the web team after the previous manager's departure.
Implementing Systems and Processes (00:11:28) Hallie highlights her focus on creating systems to improve the web team's efficiency.
Taking Ownership of Projects (00:13:14) Hallie shares her approach of taking extreme ownership and communicating directly with clients about project statuses.
Setting Expectations (00:14:34) Discusses the importance of clear communication with clients regarding their website project timelines.
Team Structure and Trust (00:15:30) Hallie emphasizes the need for structure and realistic timelines to gain team trust and improve workflow.
Leadership Style Reflection (00:17:42) Brian shares his leadership approach, focusing on empowering team members without micromanaging.
Addressing Sacred Cows (00:19:17) Discussion on the pitfalls of sticking to outdated processes and the necessity of flexibility in business.
Identifying Challenges (00:20:46) Hallie reveals ongoing issues she discovered after taking over the web team, highlighting the need for transparency.
Client Communication (00:23:33) Brian and Hallie discuss the importance of communicating issues and realistic expectations to clients effectively.
Team Collaboration for Success (00:26:24) The team collaborates to meet new launch dates, demonstrating collective buy-in and commitment to improvement.
Integrating Outside Help (00:27:13) Hallie explains how they ensured outside help adhered to their established processes and standards.
Building Future Relationships (00:28:28) Discussion on the potential for hiring effective outside developers as part of the internal team in the future.
Consulting Your Network (00:28:49) The importance of seeking advice from peers or coaches during business challenges.
Recognizing Reality (00:29:30) Understanding that situations are often not as dire as they initially seem.
Integrity as a Core Value (00:30:23) Emphasizing the necessity of integrity in resolving client issues.
Difficult Client Conversations (00:31:02) Sharing experiences of tough conversations with clients and the importance of transparency.
Reputation Management (00:32:13) Discussing how challenges can impact reputation and the importance of honest communication.
Trust Through Transparency (00:33:18) Building trust with clients by showing both positive and negative reviews.
Making It Right (00:35:09) The significance of ensuring clients feel satisfied after resolving issues.
Humanizing Client Relations (00:36:09) Meeting clients in person can strengthen relationships and ease past tensions.
Listening to Your Team (00:37:01) Encouraging open communication within the team to address concerns effectively.
Trusting Leadership (00:37:50) The importance of team trust in leadership decisions and actions during challenges.