Got big goals for your shop this year? Shop Boss can take them to the next level!

Today, Jimmy Purdy and Coralee Zueff talk about shop management and how to find the ideal ratio of technicians to service advisors. Jimmy asks Coralee to share her experience and advice to shop owners on how to gain trust between advisors and technicians. Coralee gives tips on setting expectations and improving diagnostic processes for shop owners.

00:00 "Gearbox Podcast: Automotive Journeys"

05:42 Setting Customer Expectations as Advisors

07:17 Flexible Collaboration in Auto Shops

09:50 Streamlining Diagnostic Time Approval

14:42 Improving Diagnostic Processes in Shops

19:46 Handling Customer Complaints

22:44 Embracing Mistakes for Growth

23:46 Effective Communication in Shops

28:53 Balancing Car Repair vs. Replacement

30:55 "Comprehensive Car Inspection Sales Strategy"

34:43 "Balancing Human Touch in Sales"

38:49 DIY Auto Troubleshooting Tips

42:46 Finding Comfortable Terminology

45:46 Training Service Advisors on Brake Maintenance

49:00 Positive Feedback Journal

50:33 Global Auto Industry Coaching Classes

Got big goals for your shop this year? Shop Boss can take them to the next level!

Todd Westerlund is an industry vet. Over 15 years of technical experience and more than 18 years in the repair shop coaching. Todd is a believer in opening your shop seven days a week for ultimate customer service. He also shares advice on how to make your processes more efficient.

00:00 Industry Insights & Training

07:25 Technician's Journey: 15 Years Experience

10:46 Hands-On Training Initiative

20:16 Flexible Work Schedules Benefit All

23:15 Balancing Technician Ego and Client Needs

29:42 Problem Solving in Auto Repair

33:42 Overwhelmed by Work Demands

38:17 Investing in Employees' Future

42:25 "Streamlining Inspection Process"

47:43 "Confession About Car Brake Negligence"

56:42 "Prioritizing Morally Right Hospitality"

58:03 "Open Invitation despite Poor Reviews"

01:05:55 Welcoming Shop Tour Experience

01:12:05 Call Center Amplifies Pre-booking Revenue

01:16:06 "Shops Boost Sales with Callbacks"

01:19:14 Bones: Protection Against Slips

Got big goals for your shop this year? Shop Boss can take them to the next level!

Jimmy talks with Kingston and Ava about their family-run transmission business at AAPEX 2024. Ava shares her journey in office management and how she's learned hands-on and gotten pretty good at multitasking. Kingston is excited about the technical side of the business, and even though he's in the 8th grade, he loves rebuilding transmissions.

00:00 Transitioned from packaging to office management tasks.

05:51 Mom suggests learning web design for marketing.

08:49 Working for Dad's business is fulfilling.

11:53 Inspect and test cores, then box them.

15:02 Memorize, build, clean, polish, update, test, ship.

18:45 AAPEX is such a cool place, but you don't see many kids.

19:27 Great ATRA Expo-Apex combo boosts knowledgeable discussions.