It’s the Person, Not the Software: Solving Common Shop Management Gaps [RR 1044]

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Recorded at Vision Hi-Tech Training & Expo, Ben Dexter sheds light on a common issue: many shop owners are only scratching the surface of what their shop management systems can do. From underutilized tools to overlooked processes, this conversation uncovers the true value of role-based training, strategies for better customer communication, why profit should be seen as a healthy business goal, the impact of digital vehicle inspections (DVIs), why strong service advisors are essential, and the crucial role of inventory control in shop performance. Whether you’re a shop owner, service advisor, or team leader, this episode offers practical takeaways to help your business thrive.

Ben Dexter, National Training Manager, NAPA TRACS. Find Ben’s other episodes HERE

Show Notes

  • Vision Hi-Tech Training & Expo: https://visionkc.com/
  • Shop Management System Utilization (00:01:21)
  • Shop Owner Mindset and Growth (00:02:56)
  • Labor Matrix and Pay Structures (00:04:39)
  • Communication and Transparency (00:06:21)
  • Profitability and Professionalism (00:07:45)
  • Customer Experience Focus (00:08:36)
  • Inventory Control and Efficiency (00:09:30)
  • Inventory Management Best Practices (00:10:58)
  • Parts Stocking and Human Error (00:11:21)
  • Balancing Inventory Investment and Efficiency (00:13:07)
  • Service Counter and Customer Experience (00:15:41)
  • Workflow, Process, and Flowcharts (00:20:07)
  • Role-Based Training and SOPs (00:23:23)
  • AI and Shop Management (00:26:45)
  • Interview Process and Diagnostic Challenges (00:29:20)
  • Service Counter Accountability (00:31:56)
  • Breaking the Cycle and Seeking Help (00:34:17)

Thanks to our Partners, NAPA Auto Care and NAPA TRACS

Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

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About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.

Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.

As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!