Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

We’re great at fixing cars. But how good are we at understanding and communicating with people?

Matt Fanslow, host of Automotive Field Theory, and Margaret Light, Licensed Marriage and Family Therapist at Equilibrium Therapy Services, explore the human side of auto repair, focusing on emotional intelligence, effective communication, mentorship, and the leadership skills needed to build healthier shop cultures.

Recorded at ASTA 2026 in Raleigh, this conversation challenges traditional attitudes about workplace emotions and communication. Discover how developing emotional intelligence, understanding different perspectives, and replacing quick reactions with thoughtful responses can strengthen relationships, improve mentorship, and help leaders create a more supportive auto repair industry.

What You’ll Learn

• The Field of Fixers: Why auto repair professionals naturally jump into problem-solving mode and how that instinct can prevent meaningful communication and human connection.
• Listening Before Fixing: Why effective communication begins with understanding, not immediately offering solutions, and how slowing down and asking thoughtful questions builds trust.
• Emotional Intelligence in the Shop: How recognizing emotions, managing personal reactions, and understanding the feelings of others can improve everyday interactions and workplace relationships.
• Communication vs. Connection: Why talking to someone isn’t necessarily connecting with them, and how empathy, active listening, and genuine curiosity create stronger relationships.
• Moving Beyond Tough Love: Why shame-based management and the traditional “grow thicker skin” mentality can undermine trust, discourage open communication, and weaken shop culture.
• The Power of Mentorship: How emotional awareness, constructive feedback, and genuine mentorship build confidence, competence, resilience, and stronger relationships between experienced professionals and the next generation.
• Leading the Next Generation: Why understanding Gen Z’s perspectives, values, and communication expectations can help leaders develop and retain future specialists.

Great shop leadership goes beyond managing production, measuring performance, and solving technical challenges. It requires emotional intelligence, intentional communication, and the ability to understand people before attempting to solve their problems.

The auto repair industry has invested heavily in teaching people how to fix vehicles. It’s time to give equal attention to helping them communicate, connect, mentor, and lead. Because building a remarkable shop starts with building remarkable people.

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

What if the phone is ringing, but your team is unknowingly turning customers away?

David Boyd, owner of Call Inbound, and Rich Oppitz, Director of Operations at Telle Tire, overseeing 95 stores, explore how call recording and AI analysis can uncover missed opportunities at the service counter and turn everyday customer conversations into powerful coaching moments.

The challenge isn’t always getting the phone to ring. It’s understanding what happens after someone answers it.

Rich shares how Telle Tire discovered that service advisors weren’t intentionally turning business away, but their language sometimes communicated “no” without actually saying the word. By establishing clear expectations, analyzing calls, and consistently coaching the team, their appointment capture score improved from approximately 58% to 72% in just three to four months.

What You’ll Learn

• Why a car count problem may actually be a call conversion problem
• How service advisors can unintentionally communicate “no” by focusing on what the shop can’t do
• Why communicating what you CAN do can change the customer conversation
• How AI analysis can uncover coaching opportunities across thousands of calls
• Why expectations need to be established before calls are graded
• How “Champion Calls” and “Coachable Calls” create continuous learning
• Why call reviews should be positioned as coaching, not punishment
• How self-assessment can help service advisors recognize their own opportunities for improvement
• Why empathy, courtesy, personalization, patience, tone, and follow-up matter to the customer experience
• How a focused call review can become a valuable coaching conversation in only 5 to 7 minutes

Don’t just record the call. Learn from it.

Call recordings give shop leaders the opportunity to replace assumptions with actual conversations. When those conversations become part of consistent coaching, the goal isn’t to catch someone doing something wrong. It’s to help the team communicate better, ask for the appointment, improve the customer experience, and convert more of the opportunities already coming into the shop.

Before spending more money making the phone ring, listen to what happens when it does.

Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. https://callinbound.com/

David Boyd, CEO, Inbound, Listen to David’s previous episodes HERE

Rich Oppits, Director of Operations at Telle Tire, 95 stores

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

What does it take to work alongside someone you love, thrive through the pressures of business ownership, and ultimately build a company that can succeed without you?

Amy Castro and Kit Lindsay share a story that goes far beyond the challenges of working together as a couple. It’s about communication, boundaries, complementary strengths, succession, and building a business valuable enough to eventually pass into someone else’s hands.

What You’ll Learn

• How couples and family members can successfully work together in business
• Why complementary strengths can become a competitive advantage
• How clear boundaries help separate business conversations from personal relationships
• Why assumptions can become one of the biggest communication problems
• How Kit identified and developed an internal successor
• The importance of Kit’s “3 A’s”: Attitude, Aptitude, and Ambition
• Why succession requires owners to mentor future leaders and give them room to lead
• How letting go of ego becomes part of a successful transition
• Why building a business that can continue without you creates options for your future

Kit operated Lindsay Transmissions for 37 years before selling it to Cody, an employee who originally joined the shop at age 16 sweeping floors. After Cody expressed interest in ownership, they created a plan to develop his business skills and prepare him for the transition. Kit ultimately carried the note, and Cody paid off the business in four years.

A successful family business isn’t simply about working together. It’s about learning how to thrive together while building something that can eventually succeed without you.

Amy and Kit show how communication, boundaries, complementary strengths, mentorship, and the willingness to let go can help turn a family business into something worth passing on.

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

How does a shop owner find, develop, and trust the right person to become their number two?

Shawn Gilfillan, owner and CEO of Automotive Magic, and Will Barkiewicz, General Manager and Integrator, share the evolution of a leadership partnership that started when Will applied for a technician position.

Shawn quickly recognized something beyond Will’s technical abilities. Their values around family, trust, service, and taking care of people aligned. Will eventually moved from running the maintenance center to becoming General Manager over both locations and the Integrator Shawn had been looking for.

Their story demonstrates that developing a number two isn’t about finding another version of the owner. It’s about finding someone with complementary strengths, then building the trust that allows both leaders to grow into their roles.

What You’ll Learn

• Why core values can matter more than someone’s original job title.
• How the Visionary-Integrator relationship works within EOS.
• Why owners shouldn’t look for “another me.”
• How responsibility and trust are earned over time.
• Why a strong General Manager needs the freedom to push back on the owner.
• How DISC profiles can improve communication and self-awareness.
• Why standardized protocols create consistency as leadership responsibilities expand.
• How a “Reboot” mindset turns mistakes into opportunities to improve the business.

Finding your number two isn’t about finding another you. It’s about finding the person who complements you.

For Shawn, that meant learning to hand over responsibility and allowing Will to “dance his own dance.” For Will, it meant earning trust through communication, accountability, and a willingness to take ownership when things didn’t go perfectly.

The transformation happens on both sides. The General Manager learns to lead, execute, and protect the vision. The owner learns to let go, become the guide, and gradually move responsibilities off their plate. You don’t hand someone the keys to the business overnight. You give them responsibility, build trust, and develop the leadership partnership one step at a time.

Shawn Gilfillan, and Will Barkiewicz, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

What if the best time to recruit your next technician is when your shop isn’t looking to hire?

Lisa Coyle, CEO of Promotive, and Sam Freeman, Partner Manager at Promotive, reveal why automotive recruiting has a cycle, and why understanding when technicians are looking can give shop owners a significant advantage. Lisa and Sam explain how recruiting data, market timing, candidate behavior, and consistent relationship-building can create a much more proactive hiring strategy.

Download the 6 Month Promotive Hiring Insights Report for FREE: https://info.gopromotive.com/RRR

What You’ll Learn

• Why technician recruiting has a cycle and why timing matters.
• Why “post and pray” recruiting puts your shop at a disadvantage.
• Why finding a top technician can take 60 to 70 days.
• How local market data can improve your job postings.
• Why you should recruit even when you don’t have an opening.
• What may really be behind candidate ghosting.
• Why a counter-offer doesn’t have to end the relationship.
• How consistent communication can prevent first-day no-shows.
• Why complicated hiring processes can cost you great candidates.
• How the F.O.R.D. method can make interviews more personal and effective.

Great recruiting is about timing, data, and relationships. Don’t wait for an empty bay to discover you need a recruiting strategy. Understand when technicians are most likely to consider a move, know what candidates in your market are searching for, simplify your hiring process, and stay connected with good people even when the timing isn’t right. Your next great technician may not be looking when you’re ready to hire. The opportunity is to build the relationship when they’re ready to listen.

Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit https://gopromotive.com/

Meet Paige: The Auto Repair Industry’s First 24/7 AI Recruiter [THA 481]: https://remarkableresults.biz/remarkable-results-radio-podcast/a481/ 

Lisa Coyle, CEO of Promotive

Sam Freeman, Partner Manager at Promotive

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

What does a strong shop culture look like when you’re the people living it every day?

Bree Wismer, Service Advisor and Frontline Culture Leader, and Trevor Hinds, Operations Manager and Dispatcher at Empower Automotive in Traverse City, Michigan, take us inside the daily habits and communication practices that keep their team aligned, productive, and focused on the customer.

Rather than approaching culture from the owner’s perspective, Bri and Trevor share what happens on the front lines. They explain how Empower Automotive breaks down the traditional divide between the front counter and the bays, keeps everyone on the “same bus,” and creates a workplace where every person understands their role, respects the team around them, and contributes to the same goal.

What You’ll Learn

• Why the front counter and specialists must operate as one team.
• How daily huddles and short training sessions keep the team aligned.
• Why the 1:00 PM check-in can prevent late-day customer surprises.
• Why a “no-update” update can be one of the most valuable customer communications.
• How to respond when customers arrive with AI-generated or parts-store diagnoses.
• How respect, communication, and accountability create confident professionalism.

Building a world-class shop culture doesn’t require a massive budget or a complicated organizational overhaul. By committing to these small, consistent actions, you can transform your shop from a high-stress environment into a thriving, unified business that both your team and your customers enjoy.

Bree Wismer, Service Advisor, Frontline Culture Leader, Empower Automotive, Traverse City, MI

Trevor Hinds, Operations Manager, Dispatcher, Workflow and Culture, Empower Automotive, Traverse City, MI

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

What if your auto repair shop could help advance breast cancer research while growing your business?

Co-founders Leigh Anne Best and Laura Frank, alongside Dr. Justin Johnson from the Cleveland Clinic, share the story behind one of the automotive industry’s most impactful grassroots fundraisers. Since 2011, participating shops have partnered with parts vendors to provide free brake pads during October, helping customers save on repairs while shops donate 10% of the total service cost to breast cancer vaccine research at Cleveland Clinic.

With $2.4 million raised and a $3 million milestone in sight, the campaign is helping fund continued research into the alpha-lactalbumin breast cancer vaccine for triple-negative breast cancer while giving independent repair shops an opportunity to strengthen their communities and grow their business.

What You’ll Learn

• How the Brakes for Breasts win-win fundraising model works.
• How participating shops can partner with parts vendors and customers.
• Why 100% of donations go directly to the research laboratory.
• How grassroots funding helped keep the Cleveland Clinic research lab open after Dr. Vincent Tuohy’s passing.
• What Phase 1 vaccine research revealed and what Phase 2 will require.
• How participating shops can generate community awareness and increased car count.
• How your shop can participate and access promotional resources.

Brakes for Breasts demonstrates what can happen when the automotive industry comes together around a cause. Shops can serve their customers, strengthen their communities, grow their businesses, and help fund research that could change lives. Every shop, every customer, and every dollar can make a difference.

https://www.brakesforbreasts.com/

The First Breast Cancer Vaccine Trial Recipient Jennifer Davis: https://remarkableresults.biz/remarkable-results-radio-podcast/cc111/

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

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Who is your shop’s toughest competitor: the business down the street, or the people inside your own four walls?

Carm Capriotto sits down with shop owners Dwayne Myers and Al Oramas to explore internal competition and why the biggest threats to a shop’s success often come from within. The conversation challenges owners to stop obsessing over competitors and start examining their own leadership, consistency, processes, and customer experience.

What You’ll Learn

• Why operational consistency matters and how small deviations can create chaos.
• Why owners can’t effectively lead from the “engine room.”
• How true delegation requires owners to let go of control and trust their teams.
• Why “everything speaks” when it comes to the customer experience.
• How standing at the curb can reveal things owners no longer notice inside their own shops.
• How simple physical and operational improvements can create meaningful change.
• Why asking employees what they love and what they would change can reveal the true health of a business.

Your greatest competitor may be staring back at you in the mirror. The shops that grow stronger are willing to look inward, challenge their own habits, listen to their teams, and consistently raise the standard. Leadership isn’t about controlling every detail; it’s about creating the environment, expectations, and trust that allow the entire team to perform at its best.

Dwayne Myers, Dynamic Automotive, 8 locations, Maryland. Dwayne’s previous episodes HERE.

Al Oramas, Pro Auto Care, 2 locations, Denver and Littleton, CO

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

David Boyes, President of ‘Today’s Class”  David’s previous episodes HERE

Brad Updegraff, Dave’s Ultimate Automotive, 7 locations, Austin, TX. Brad’s previous episodes HERE.

Thanks to our Partner, NAPA TRACS

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/

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

What if the best way to train an automotive team isn’t another four-hour evening class, but a few minutes of learning every day?

Carm Capriotto sits down with David Boyes, President of Today’s Class, and Brad Updegraff, owner of Dave’s Ultimate Automotive, to explore how continuous learning and gamification are creating more engaged, knowledgeable teams.

Brad shares how his seven-location operation uses Today’s Class to support ASE certification, keep experienced technicians current with rapidly changing vehicle technology, and turn training into something employees actually want to participate in.

What You’ll Learn

• Why daily learning can be more effective than traditional after-hours training.
• How raffles, auctions, and rewards turn training into a team-building experience.
• How shop-versus-shop competition can create stronger teamwork than individual leaderboards.
• How custom training content can identify knowledge gaps and strengthen advisor performance.
• Why continuous learning is essential as vehicle technology continues to evolve.
• What’s coming next for Today’s Class, including EV, hybrid, electrical, leadership, and financial training.

Training doesn’t have to feel like a requirement. When learning is consistent, accessible, rewarding, and connected to career growth, it can become part of the culture. Brad and David demonstrate how gamification can turn education into daily engagement while helping automotive professionals build the skills needed for the future.

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

David Boyes, President of ‘Today’s Class”  David’s previous episodes HERE

Brad Updegraff, Dave’s Ultimate Automotive, 7 locations, Austin, TX. Brad’s previous episodes HERE.

Thanks to our Partner, NAPA TRACS

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/

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE. murrayvoth@rpmtraining.net

Doug Brackett, Pro-Vitals Consulting, Downtown Automotive, Nelson, BC.

Thanks to our Partner, NAPA TRACS

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/

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Are your customers rolling up to the counter with their vehicles already “diagnosed” by ChatGPT or Gemini?

More customers are turning to AI before they ever call your shop, using tools like ChatGPT and Gemini as the “WebMD” for their vehicles. They often arrive convinced they’ve identified the problem, making today’s service advisor responsible for validating the customer’s concerns while guiding the conversation back to proper testing and professional diagnostics.

Brian Weeks, Jon Kloosterman, and Alex Littlewood join Carm Capriotto to explore how AI is reshaping customer expectations and why the shops that thrive will be the ones that combine technology with authentic human connection.

What You’ll Learn

• Why the “human premium” is becoming more valuable as AI-generated content grows.
• How to respond when customers arrive with AI-generated vehicle diagnoses.
• Why AI should automate administrative tasks, not customer relationships.
• How AI helps service advisors and technicians become more efficient.
• Strategies for adopting AI without overwhelming your team.
• Why AI can reinforce the value of professional diagnostics and repair expertise.

As AI-generated content floods the internet, customers are finding it harder to separate facts from fiction. That uncertainty creates an opportunity for repair shops. AI can improve efficiency, but trust is still earned through knowledgeable people, thoughtful communication, and genuine relationships. The future belongs to shops that use AI to support the customer experience, not replace the human connection that builds lasting confidence.

Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE

Brian Weeks, ATC Auto Center, Augusta, GA. Listen to Brian’s previous episodes HERE

Alex Littlewood, Founder, ONRAMP

Thanks to our Partner, NAPA TRACS

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/

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

What keeps customers coming back when the shop down the street is advertising lower prices?

Tom Sciortino of Total Automotive and Jeff Rudnick of Pit Crew Loyalty reveal how a well-designed loyalty program can become your shop’s competitive advantage. Drawing from Tom celebrating 40 years in business, they share how rewarding customers, celebrating milestones, and investing in the community create stronger relationships, more referrals, and sustainable growth.

What You’ll Learn

• How customer loyalty programs increase repeat visits and average repair orders.
• Why rewards help differentiate your shop from price-driven competitors.
• Creative referral strategies that attract high-quality new customers.
• How time-sensitive rewards can recover deferred work and win back inactive customers.
• Ways to celebrate business milestones that engage employees and customers.
• Why community involvement builds trust, loyalty, and lasting relationships.

Loyalty is more than a rewards program. When combined with meaningful community engagement and exceptional customer experiences, it becomes a powerful strategy for increasing retention, referrals, and sustainable business growth.

Tom Sciortino, Total Automotive, Buffalo, NY. Tom’s previous episodes HERE.

Jeff Rudnick, CEO, Pit Crew Loyalty

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/

Beyond the Repair Order: The Strategy of Customer Loyalty [RR 1077]: https://remarkableresults.biz/remarkable-results-radio-podcast/e1077/

Thanks to our Partner, NAPA TRACS

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/

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today’s Class on the web at https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/

You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/