Our Purpose is to Advance the Professional Automotive Repair Service Industry by Facilitating Wisdom Through Story Telling and Open Discussion.
The Most Respected Automotive Repair Business Podcast
People 101: Why Soft Skills Drive Hard Results [THA 445]
Key Takeaways:
Auto Repair Is a People Business: Learn why shifting your focus to relationship-building and empathy is crucial for service advisors, who are often “therapists” to anxious customers.
Emotions Drive Decisions: Customers make big emotional and financial decisions, yet we often treat interactions as fast, transactional processes. Discover how to connect with customer pain points, concerns, and fears to build trust and make them feel like a priority, even when smoke is coming out of their engine.
Soft Skills = Profitability: Implementing soft skills like active listening and thoughtful questioning leads directly to climbing average repair orders, more five-star reviews, and significantly higher customer retention.
Price Becomes Irrelevant: When customers trust you, they don’t shop on price, they shop on experience.
Build “Key Dropper” Loyalty: Learn the ultimate goal: turning customers into “key droppers,” individuals who know, like, and trust your shop so completely that they simply drop their keys, confident you’ll handle everything.
Leadership Must Lead the Way: This isn’t just for your counter team. Owners must be engaged, invested, and accountable in soft skills training. Discover why your commitment to professionalism is key to the industry’s future, separating thriving businesses from those that won’t survive the next decade.
remarkableresults.biz/a445
Assume Nothing: Our Duty to Educate and Understand the Next Generation [RR 1051]
In this episode, we’re flipping the script on how we prepare the next wave of talent in the auto repair world.
It’s not just “training” anymore – The future of our industry needs more than just teaching people how to turn wrenches. It’s about real education that prepares them to think, solve, and lead.
The repair bay of tomorrow – Imagine clean, high-tech “surgical rooms” with white lab coats, big screens, and smart tools—where cars are diagnosed like patients.
Let’s make this career sexy – To attract today’s tech-savvy, digital-native crowd, we’ve got to show them this is a career filled with innovation, tech, and opportunity.
Soft skills are a big deal – Communication, confidence, and life skills are just as important as technical know-how.
Training isn’t cheap, and that’s okay – One expert says shops should spend $3,000 to $5,000 a month on education. Yep, even the small ones. Because falling behind costs more.
Leaders: don’t gatekeep – Share your tips, be open to different learning styles, and remember that even the small stuff you know can make a huge difference to someone starting out.
remarkableresults.biz/e1051
The Investment in Youth: Why Camp D.R.I.V.E. is a Win [THA 444]
Camp D.R.I.V.E., (Determination, Resourcefulness, Vision, Enthusiasm) created by Weston and Tenise Chapman of Black Hills Tire, is a powerful hands-on initiative that introduces kids aged 12–15 to the world of automotive technology. Now in its third year, this two-day experience puts young participants in the driver’s seat—changing tires, doing oil changes, welding, and more—across interactive stations. Camp D.R.I.V.E. is changing perceptions about the industry by showcasing its technical, creative, and rewarding sides. The conversation also explores the program’s community impact and offers practical tips for other shops looking to launch something similar, including how to manage costs, secure insurance, and collaborate with local partners.
remarkableresults.biz/a444
Retention Starts with Recognition: Why Pay Is Just the Beginning [RR 1050]
This episode dives into the real challenges of technician retention and why it’s time to rebrand automotive careers, moving beyond the outdated terms “mechanic” or “technician” to embrace the title of “specialist.” Craig Noel unpacks the urgent need to move away from traditional flat rate pay systems and toward compensation models that prioritize fair pay, financial security, and work-life balance. He also shares his own innovative pay structure designed to reward skill and dedication while keeping top talent engaged.
remarkableresults.biz/e1050
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Podcast host Carm Capriotto, the pioneer of automotive repair business podcasts, is connecting industry professionals that share their wisdom so we all rise to new levels of success.
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