Posts by Carm Capriotto, AAP

Shop owners who work hard to build and maintain a strong culture of behavior and values also know that career pathing, recognition, and celebrating go a long way in making your shop a great place to work. 

It goes without saying that you need a clean, organized, safe facility with good equipment and a commitment to training with a pointed focus on the customer experience.

One of the smartest tactics is celebration. In fact, a great way to video and bring the happenings inside your business is to be sure that these celebrations are chronicled on your social media accounts.

Here is a short list of the celebrations that can be highlighted.

Business anniversaries, new babies, birthdays, new equipment, ASE Certs, community awards, community fundraising, community support, new training for the team, new homes, wedding anniversaries, employment anniversaries (years at the shop), graduations, holiday parties, remodeling, paint on the building, new uniforms, BBQ Fridays, classic cars, safety concerns, latest coolest EV in the shop, and the list goes on.

Most of your important video content is there for the picking. If not you, someone in the shop should be in charge of getting your celebrations on video so your customers or potential customers see the excitement and energy in your shop.

A quick story about a large retail chain that illustrates the importance of seamless customer service.

My friend needed an electric toothbrush locked in a display cabinet with a sign reading “Press button for assistance.” After repeatedly pressing the button and waiting thirty minutes without response, he finally located some employees nearby and asked for help.

Their response? “Sorry, the person with the key for that department is off today.”

This single interaction transformed my friend from a potential customer into a walking negative advertisement. Though he’s not one to post online reviews, he shares this story repeatedly, creating ripples of negativity about the company’s apparent indifference to customer needs.

I share this not as an isolated incident—we’ve all experienced similar frustrations—but as a critical question for our automotive repair business: What are we doing to ensure we deliver on every promise and exceed client expectations?

When customer service fails, the damage extends far beyond a single lost sale. People share negative experiences with friends, family, and colleagues, potentially costing you countless future customers who never even walk through your door.

Take a moment today to reflect on your processes and systems. Where might “common sense” be falling through the cracks in your business? The smallest oversight could be creating your own missing key story in a customer’s mind right now.

Some of the best stories I’ve heard from owners is when they sit with their clients in their waiting area and speak to them caringly about their experience. You’d be surprised what you’ll hear and the impression that it will leave. Some clients don’t do reviews, and their negative attitudes will hurt you just as much as a one-star review, maybe even more.

I get awesome ideas in the shower. I don’t know why, but I have been thinking a lot about that lately.

It is just like going for a walk. We’ve been walking for most of our lives, so walking is a natural ability or a habit. Therefore, when we shower, it is a habit. We don’t need to think about what we do so our brain can go into a ‘thinking space’ or warp speed and crunch the thoughts we’ve been having.

I’ve always wondered how I come up with so many ideas while in the shower. Is it because of the relaxed state we are in? Does the warm water help reduce stress and anxiety, allowing our brains to enter a more creative and open mindset? Ever get a breakthrough moment?

We also have no external stimuli that interrupt our flow. It is like meditation, like a sanctuary for our mind, giving us an ideal environment for creative thinking and idea generation. Next time you find yourself struck with inspiration, get under those cascading water droplets, and embrace it – your best ideas might just be waiting to be discovered.

I listen to podcasts while in the shower, and I always get breakthrough ideas. It allows me to give my full attention to the dialogue and stimulate my brain. Our podcasts would make great company while you’re in the shower! Just don’t get us wet.

Are you afraid to take your automotive repair shop to a new level because you’re broke? Has the lack of great people, processes, and culture stalled your business? It’s time to do something about your investment of time and build a profitable and successful automotive repair shop.

Breaking Through the Financial Ceiling

Many shop owners find themselves in a frustrating cycle. You work endless hours, yet the financial returns don’t match your effort. The truth is that breaking out of financial constraints often requires strategic investments in personal change and learning what you know you don’t know, rather than just cutting costs.

The People Problem

Quality specialists and service advisors don’t just appear out of thin air. If your team is underperforming, consider:

• Are you providing clear expectations and continuing education?
• Have you created a compensation structure that rewards excellence?
• Does your leadership style inspire or discourage growth?

Process Paralysis

Inconsistent processes lead to inconsistent results. A shop running on ad-hoc procedures will always hit a ceiling. Documented workflows for everything from vehicle check-in to customer follow-up create predictability in both service quality and profitability.

Culture: The Hidden Profit Killer

A toxic workplace culture silently drains resources. High turnover, low morale, and poor customer experiences all stem from culture issues. Building a positive shop culture isn’t just about being nice—it’s about creating an environment where excellence becomes the standard.

Taking Action

The path forward isn’t necessarily spending more money you don’t have. Besides a comprehensive internal review, spending time with your team and letting them know they must start ‘anew’, setting sales, productivity and gross profit goals and finding knowledge and ideas from our continuing educational podcast and networking groups. 

Your automotive repair shop can push past its current peak or flatline. The question is whether you’re ready to make the necessary changes to your approach.

Don’t let another year go by wondering why you’re stuck at the same level. The investment of your time in systematic improvement will yield returns far greater than continuing on your current path.

What if I told you that you’re already wealthy beyond measure? Not in dollars or gold, but in something far more valuable—your unique collection of talents and abilities.

The Currency We All Possess

Consider this: we each carry an invisible wallet filled with remarkable assets. Maybe you have an uncanny ability to fix anything that’s broken—from broken vehicles to fractured relationships. Perhaps your intuition runs so deep that you can sense the unspoken dynamics in any room and navigate complex situations with ease. Or maybe you possess that rare combination of wisdom and street smarts we call common sense, allowing you to cut through confusion and see clear paths forward.

And then there’s your ability to truly understand people—to make them feel heard, valued, and inspired. This makes you a natural leader, someone others instinctively trust and follow.

The Paradox of Real vs. Financial Wealth

Here’s where it gets interesting: unlike monetary currency, you can’t simply “spend” your talents to buy success. We’ve all seen examples of this paradox in action. Some of the wealthiest individuals in purely financial terms struggle to lead effectively, make poor decisions despite having access to the best advisors, or fail to connect meaningfully with others.

Money, it turns out, is a poor substitute for genuine currency—the kind that actually transforms lives and creates lasting impact.

Investing Your True Wealth

So, how do we leverage this incredible currency we possess? The secret isn’t in hoarding our talents or using them purely for personal gain. Instead, true success comes from strategic investment:

Invest in yourself. Continuously develop and refine your natural abilities. Your talent for fixing things becomes more valuable when you learn new techniques. Your intuition grows sharper with experience and reflection. Hire an accountability partner or coach.

Invest in your relationships. Use your people skills to strengthen bonds with family and friends. Let your common sense guide you in building trust and understanding with those closest to you. Go to a leadership boot camp.

Invest in your community. Whether it’s your workplace, neighborhood, or broader professional network, utilize your unique talents to serve others. Great leaders understand that their success is measured not just by what they accomplish, but by how they elevate everyone around them. Start speaking to students about the professional automotive repair industry.

The Compound Interest of Talent

Your talents aren’t just currency—they’re the kind of wealth that multiplies when shared.  Like compound interest, your impact grows exponentially. The problem you solve today prevents countless future problems. The trust you build creates a foundation for opportunities you haven’t even imagined yet.

The Bottom Line

You don’t need to wait for the right opportunity, the perfect moment, or a bigger bank account to start building real success. You already have everything you need. The question isn’t whether you have valuable currency—it’s how intentionally and generously you’re willing to invest it to improve yourself and others.

Your talents are your true currency. Spend them wisely, and watch your wealth—in every sense that matters—grow beyond measure. Invest in your success.

Breaking Through When Business Gets Overwhelming

You know business is tough—that’s not news to anyone running an automotive repair shop. But here’s what might surprise you: the biggest barrier between you and success isn’t the economy, competition, or even cash flow. It’s often the gap between loving to repair cars and knowing how to run a profitable business.

The Passion Trap

Many shop owners start the same way: you loved fixing cars, so you opened a shop. That passion is your greatest asset, but it can also become your most significant limitation when the business side overwhelms the technical side you excel at.

Sound familiar? You’re constantly discounting services to win work. You can’t attract top-tier technicians because you can’t afford competitive wages—because you’re not generating enough profit. You need the latest diagnostic equipment, but there’s never enough capital for investments.

Meanwhile, you see other shops in your area thriving, and you wonder: What are they doing that I’m not?

The Real Solution Is Closer Than You Think

The answer isn’t a secret formula or lucky break. It’s you—specifically, your willingness to develop the business acumen that matches your technical expertise.

Running a successful automotive repair business requires mastering three critical areas:

Business and Financial Knowledge: Understanding your numbers, pricing strategies, and profit margins Systems and Processes: Creating repeatable workflows that deliver consistent quality and efficiency and Leadership Skills: Building a team and culture that drives both customer satisfaction and profitability

Your Path to Growth

Join a Peer Group

Look for business development groups in your area. Your parts supplier likely hosts local meetups—NAPA’s Business Development Groups (BDG) are excellent examples. These groups connect you with other shop owners facing similar challenges and sharing proven solutions.

Find a Business Coach

This might be the most important investment you make. I know, I know—you didn’t start your business to have someone tell you what to do. However, the reality is that every successful business owner has sought guidance from experts. They humbled themselves enough to learn from others who had already solved the problems they were facing.

A good coach becomes your accountability partner, helping you see blind spots and implement changes that move the needle on profitability.

Learn from Success Stories

Ten years ago, I started podcasting specifically to share these success stories. What we discovered was remarkable: every thriving shop owner had humble, challenging beginnings. The difference? They wanted more and actively sought ways to achieve it.

If you’re ready to take your business to the next level, visit my website and search for “Coach.” Link HERE. Listen to those episodes, discover different coaching approaches, and find someone with whom you can connect. Most coaches will offer a complimentary consultation to determine if you’re a good fit.

Your Next Step

Labor Day has passed—let’s use this momentum to charge into fall and winter with renewed purpose. The tools, knowledge, and support you need are within reach. The question is: are you ready to invest in becoming the business owner your technical skills deserve?

Your customers need what you do. Your community benefits from your expertise. You just need to match that technical excellence with business excellence.

The choice—and the power to change—is yours.

The Power of Meshing: A Leader’s Guide to Building Seamless Connections in Automotive Service

During a recent moment of deep reflection, a simple word struck me with unexpected clarity: meshing. This mechanical term perfectly captures one of the most critical—yet often overlooked—responsibilities we have as leaders in the automotive service industry.

What Is Meshing, Really?

When we think of meshing, we naturally picture gears—metal teeth precisely engineered to lock together, transferring power seamlessly from one component to another. But there’s a deeper definition at play here: fitting together well, working harmoniously, and maintaining compatibility through shared values, interests, and communication styles.

This isn’t just mechanical engineering—it’s relationship engineering.

Here’s what struck me: meshing isn’t just a noun describing how gears work together. It’s a verb. It’s an active choice we make every day as leaders.

We mesh when we:

• Build genuine rapport with our service team members
• Connect authentically with customers who trust us with their vehicles
• Collaborate effectively with business coaches and mentors
• Partner strategically with suppliers and vendors
• Maintain professional relationships with accountants, insurance agents, and attorneys

Each of these relationships requires the same precision as mechanical gears—the right alignment, proper timing, and consistent maintenance.

The best automotive leaders I know don’t just manage relationships; they actively mesh with their network. They understand that, like gears in a transmission, when all the pieces work in harmony, the entire system operates more efficiently, transfers power more effectively, and delivers better results.

As you lead your team and grow your business, ask yourself: Where am I successfully meshing, and where are my gears grinding?

Now go and Mesh!

Join the Fight: Why Every Auto Professional Should Support Brakes for Breasts

After our latest podcast episode about Brakes for Breasts, I had a profound realization about the incredible work happening behind the scenes at Cleveland Clinic’s breast cancer research facility.

When the research clinic was described as operating “like an automotive shop or business,” it struck me how much we as automotive professionals can relate to their methodical, results-driven approach. Just as we diagnose problems and engineer solutions in our shops, these researchers are systematically working to solve one of medicine’s greatest challenges.

$2 Million and Counting: Real Impact, Real Progress

The $2 million raised by automotive professionals like us isn’t just sitting in an account—it’s actively funding breakthrough breast cancer vaccine research. This isn’t wishful thinking or preliminary studies. The vaccine initiative has progressed to clinical trials and is ready for Stage 2. This is a monumental achievement that we helped make possible.

How You Can Make a Difference

Getting involved is straightforward. Visit BrakesforBreasts.com to find everything you need:

• Complete resource center
• Marketing materials (flyers, posters, promotional content)
• Simple signup process

Here’s the commitment: This is a 100% grassroots effort. Every dollar raised goes directly to research—no administrative fees, no executive salaries. You’ll handle your own marketing materials and promotion, but the website provides all the tools you need.

Yes, it requires effort on your part. But so does every worthwhile endeavor.

Why This Matters to Our Industry

Breast cancer has touched many of our families and communities. As automotive professionals, we understand the value of precision, dedication, and working toward a solution. This research embodies those same principles, but with stakes that couldn’t be higher.

October is Brakes for Breasts month, but the need for support is year-round. We have the opportunity to add hundreds more shops to the growing list of participants. I’m counting on you to be part of this expansion.

Take Action Today

1. Listen to our latest Brakes for Breasts podcast episode [HERE]
2. Watch the full interview [here]
3. Visit BrakesforBreasts.com to sign up
4. Share this with colleagues in the automotive industry

If you’ve supported Brakes for Breasts over the past 14 years, you should feel proud knowing your contributions helped advance this research to clinical trials. If you haven’t participated yet, ask yourself: Why not?

I believe you’ll struggle to find a good answer to that question.

The Bottom Line

This isn’t just about fundraising—it’s about being part of a grassroots movement that could change the future of breast cancer treatment worldwide. The research is progressing, the trials are underway, and your support can help push this life-saving vaccine across the finish line.

Don’t put this off. Visit BrakesforBreasts.com today and join the hundreds of automotive professionals already making a difference.

From audio and video to webinars and YouTube, we are taking in more content than ever before.

But how do you truly learn best? Audio, video, books? The internet provides us with a steady diet of bite-sized learning. Have you found any of it that genuinely speaks to you? Does this “quick hit” learning make a difference in your life?

Is it a lack of time, a lack of patience, or a commitment to growth that drives your learning choices? Is it better to learn A and B and then move on to C as quickly as possible, or to take the journey from A through Z with intention? Can we admit that “short” learning can be helpful in specific situations or approaches, while also recognizing that it may provide only a superficial high that doesn’t lead to real change?

Perhaps it’s worth assessing what we actually need when learning a topic. Does a two-minute reel on a concept change your commitment or help you tackle a challenge meaningfully? Or is it the in-depth, multi-perspective study that truly expands your understanding and sharpens your approach?

I don’t believe superficial anything creates deep commitment or lasting change. Often, delving deeper provides a firmer grasp of a subject than chasing quick fixes for problems that keep recurring and never get solved.

The “flavor of the day” may feel like an answer, but it rarely leads to long-term success. Our excuse for leaning on quick answers is usually time. Yet, the reality is that if you want to grow, you must commit time to in-depth learning. Don’t let “lack of time” be your reason for staying on the surface.

Make time to dig in, go deeper, and truly improve at what you do.