Changing The Industry

Take these steps when considering hiring your next technician. Rick White is a business turnaround & shop growth expert. He helps auto and truck repair shop ...

Every shop owner understands the importance of having standardized systems in their business. But, how do you systemize the customer service experience?

Every shop owner understands the importance of having standardized systems in their business. But, how do you systemize the customer service experience? How do you systemize ensuring consistency in how you make the customer feel during and after their interactions with everyone at the shop? Is it even possible? To answer those questions, David and Kyle Logue of Essex County Auto Repair in Middleton, MA is joined by Charlotte Purvis the author of The Customer Communication Formula: How to communicate with your customers and boost your customer service brand. For over two decades, Charlotte has been able to develop and use the Customer Communication Formula to help positively influence millions of customer service interactions. In this podcast, she explains the principles behind the formula and talks about the specific and actionable tactics she lays out in the book. You can pick up the book on Amazon: https://amzn.to/2Kmf789 You can reach out to Charlotte at CharlottePurvis.com. Support the show (https://www.patreon.com/AutoShopOwnersGroup)

Take these steps when considering hiring your next technician. Rick White is a business turnaround & shop growth expert. He helps auto and truck repair shop ...

We're all aware of how difficult it is to find technicians, so what do you do as a shop owner when you're ready to move out of the bays and into an office? How do ...

We’re all aware of how difficult it is to find technicians, so what do you do as a shop owner when you’re ready to move out of the bays and into an office? How do you proceed if you find the right person, but they don’t have the knowledge and experience needed for you to detach yourself completely from working in the shop? David & Lucas tackle this very issue as well as a few other topics with the Senior Vice President of Opus IVS, Kevin FitzPatrick. Kevin is a shop owner himself, as well as just having served as the president of ETI, the Equipment and Tool Institute (https://www.etools.org/). So, he brings a unique perspective on what we can do as shop owners. Support the show (https://www.patreon.com/AutoShopOwnersGroup)

Rick White is a business turnaround & shop growth expert. He helps auto and truck repair shop owners go from struggling to stay open to being the go-to shop in ...

In our previous episode, David & Lucas were joined by Jim Cokonis, a Senior Curriculum Developer at Carquest Technical Institute. We discussed the principles ...

In our previous episode, David & Lucas were joined by Jim Cokonis, a Senior Curriculum Developer at Carquest Technical Institute. We discussed the principles behind six sigma and the Toyota way and we found the conversation to be one of the most important we’ve ever had on the podcast. Typically the second portion of the conversation is reserved for All-Access Patrons, but some of the things Jim had to say were too important to keep from everyone. If you haven’t listened to episode 14, stop and listen to that first, then come back to this episode for the second half. Support the show (https://www.patreon.com/AutoShopOwnersGroup)

Rick White is a business turnaround & shop growth expert. He helps auto and truck repair shop owners go from struggling to stay open to being the go-to shop in ...

In this episode, David & Lucas are joined by Jim Cokonis a Senior Curriculum Developer at Carquest Technical Institute. They discuss some of the principles ...

In this episode, David & Lucas are joined by Jim Cokonis a Senior Curriculum Developer at Carquest Technical Institute. They discuss some of the principles behind six sigma and the Toyota way. These are methodologies that allow you to dissect problems at hand, find solutions using the talent of those around you, as well as ensure that there is continuous improvement to prevent future issues. These principles can be applied to everything from diagnosing a vehicle to diagnosing your own business. If you're going to listen to the bonus content of only one episode, this is the one. Just head over to http://asog.site and click on the “become a patron now” button. All proceeds go to funding ASOG a 501c3 educational charity. So, your contribution is tax-deductible. Becoming an all-access Patron is only $6 a month. Support the show (https://www.patreon.com/AutoShopOwnersGroup)

Rick White is a business turnaround & shop growth expert. He helps auto and truck repair shop owners go from struggling to stay open to being the go-to shop in ...

In this episode, David & Lucas are joined by Tom Ham, the president of Auto Centric in Grand Rapids Michigan as well as the founder of the Automotive ...

In this episode, David & Lucas are joined by Tom Ham, the president of Auto Centric in Grand Rapids Michigan as well as the founder of the Automotive Management Network. If you’re not familiar with Tom he tends to say out loud what no one else will. This made for a very interesting conversation as we spoke candidly about the ideas behind moving the industry forward. Find out more about Tom's work at https://www.automotivemanagementnetwork.com/. If you’d like early access to each episode as well as the second part of our conversations on the podcast, head over to http://asog.site and click on the “become a patron now” button. All proceeds go to funding ASOG a 501c3 educational charity. So, your contribution is tax-deductible. Becoming a VIP Patron is only $9 a month. Support the show (https://www.patreon.com/AutoShopOwnersGroup)

This is a special episode featuring 4 shop owners, Andrew Minkler of Bavarian Motor Repairs in Crofton, MD, Tom Schearer of Schearer's Sales & Service in ...

This is a special episode featuring 4 shop owners, Andrew Minkler of Bavarian Motor Repairs in Crofton, MD, Tom Schearer of Schearer’s Sales & Service in Allentown, PA, Kyle Logue of Essex County Auto Repair in Danvers, MA, and David Roman, discussing the different challenges within their own organizations and the steps they’ve taken to try to overcome them as it relates to management and leadership. For example, what does it take to become a leader within your own shop, and how does that differ from managing? What does being the manager look like and can anyone be a leader within your shop or is it all on you as the owner? This was a fairly laid back and casual conversation, the type you might have at an event like Vision or ASTE. So, expect the topics covered to meander a bit. As for the venerable Lucas Underwood, he needed his beauty sleep. Support the show (https://www.patreon.com/AutoShopOwnersGroup)

Most shops can be divided into the “haves”, the “have-nots”, and the “refusing to participate”. Some shops have chosen to invest in factory tooling, subscriptions, ...

Most shops can be divided into the “haves”, the “have-nots”, and the “refusing to participate”. Some shops have chosen to invest in factory tooling, subscriptions, and the training needed to become proficient in the different makes. Others, for whatever reason, haven’t done so and may face obsolescence. What obstacles are these different shops facing in the near future? To answer those questions, David & Lucas are joined by Chris Chesney the Senior Director of Customer Training at Advance Auto Parts. If anyone has a pulse on what shops are going to face in the near future, it is Chris. Make sure you become an "All-Access" patron to get part 2 of the conversation! Support the show (https://www.patreon.com/AutoShopOwnersGroup)

David and Lucas are joined by Matt Fanslow, the lead diagnostician and shop manager at Riverside Automotive in Red Wing, MN. Matt is a subject matter expert ...

David and Lucas are joined by Matt Fanslow, the lead diagnostician and shop manager at Riverside Automotive in Red Wing, MN. Matt is a subject matter expert for ASE and has participated on 18 ASE technical committees. They discuss whether ASE Certification is just a joke or necessary to the future of a vibrant and healthy independent automotive aftermarket. Make sure you check out our website: http://asog.site Get part 2 of this conversation by becoming a patron. Support the show (https://www.patreon.com/AutoShopOwnersGroup)

David & Lucas are joined by Jeff Ford, the owner of Wendell Taylor's Garage in Stratford, Prince Edward Island, Canada. Jeff bought his business and quickly ...

David & Lucas are joined by Jeff Ford, the owner of Wendell Taylor’s Garage in Stratford, Prince Edward Island, Canada. Jeff bought his business and quickly realized that the old owners were operating with margins that prevented him from building the business he envisioned. The guys discuss how to raise your rates, why it’s important to do so, and what happens when you choose to keep your rates at those 1997 prices. Make sure you check out our website: http://asog.site Become a Patron and receive exclusive perks for supporting the show! Support the show (https://www.patreon.com/AutoShopOwnersGroup)

Lucas & David are joined by Stéphane Grabina of Excluservice in Rockville, MD. Stéphane has been a long-time and very influential member of ASOG. They try ...

Lucas & David are joined by Stéphane Grabina of Excluservice in Rockville, MD. Stéphane has been a long-time and very influential member of ASOG. They try to tackle estimating, providing costs upfront to the customer when they're dropping off, and the mindset each shop owner needs to bring when establishing their own policies and procedures at their own shops. As it turns out, the topic was larger than what could be covered in one podcast, but you'll hopefully come away with a fresh perspective on the topic. You'll be happy to know that Lucas managed to hold back his disdain for the group of people he disparaged in the last episode. Enjoy! Support the show (https://www.patreon.com/AutoShopOwnersGroup)