Rehearse to Win: The Secret to Service Advisor Confidence [RR 1045]
Thanks to our Partners, NAPA Auto Care and NAPA TRACS
Recorded at the Institute Summit 2025, this episode features brothers Jason and Patrick Brennan in a powerful conversation on leadership, innovation, and growth in the automotive industry. Jason emphasizes redefining training through real-world rehearsal practice for service advisors and technicians, and using “education” language to promote a culture of ongoing development. Patrick brings his marketing expertise to the table, stressing the importance of reputation management and direct response strategies for businesses. Together, they explore how strong leadership, peer networking, and a healthy company culture attract talent and fuel long-term success.
Jason Brennan, Fine Tune Auto Service, Lansing, IL and Hobart, IN.
Show Notes
- Watch Full Video Episode
- The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/
- Introduction (00:00:00)
- Transition from Plumbing to Automotive (00:02:05)
- Customer Service and Service Advisor Training (00:03:01)
- Training vs. Education in the Industry (00:05:15)
- Reputation Management (00:07:58)
- Daily Training and Rehearsal Practices (00:09:28)
- Improvements from Training and Peer Critique (00:12:17)
- Team Building and Individual Improvement (00:14:08)
- Teaching as Mastery and Knowledge Sharing (00:22:12)
- Defining Success and Perseverance (00:23:08)
- Peer Review and Networking Groups (00:25:16)
- Innovation and Customization in Business (00:29:36)
- Attracting and Hiring Smart People (00:30:05)
- Marketing Strategies for Shops (00:31:42)
- Organic Social Media and Community Building (00:33:32)
- Work-Life Balance and Turning Points (00:34:10)
- Joining Peer Groups and Business Turnaround (00:35:36)
- Leadership Development and Delegation (00:37:07) J
- Closing Reflections and Family Involvement (00:38:05)
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.
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