Ratchet+Wrench Radio

How to Handle Customer Complaints In-Person and Online

In this episode, Brittany Schindler of Rod's Japanese Auto Care in Bellingham, Washington, who was also the 2021 AAPEX Service Advisor of the Year, explains how service advisors can handle customer complaints with grace.

Is Predictive Maintenance Better Than Recommended Maintenance?

Can predictive maintenance help your auto repair shop schedule more accurate repair appointments for customers? In this episode, Tim Hardin, senior vice president/GM global data services, Epicor, discusses the data that drives predictive maintenance and how it stacks up against the traditional 30/60/90K maintenance model in more accurate scheduled repairs to customers.

Successfully Managing Conflict in Auto Repair Shops

In this episode, Chris Cloutier of Golden Rule Auto Care in Dallas, Texas, discusses how to manage employee conflict in auto repair shops. He identifies what conflict in the workplace looks is, when employees should escalate grievances up to the auto repair shop owner, and how leaders resolve conflict within the team. 
 
Sponsored by Chemors

The Impact of Servant Leadership

In this episode, Karim Morsli of Winkler Automotive, talks about going from engineering and IT to auto shop ownership. He discusses how the servant leadership style he learned translated in the shop, and why having a selfless approach as a shop owner can change the shop, and more importantly, lift the industry. 

How an App Can Turn Average Customers Into Loyal Members

In this episode, Jeremy Glassco of App Fueled and JJ Mont of JJs Auto Service talk about how using an app has created higher loyalty and retention for JJs shop and why it's smart to market to the phone.

Discussing Shop Processes with Dr. Dana Nkana

In this episode, Dr Dana Nkana of Automotive Doctor Consulting and Coaching Services talks about a few key processes that can improve shops.

Getting Started with AI in the Shop

In this episode, Dan Vance of Shop Dog Marketing talks about how auto repair shops can use AI to improve processes, workflow, customer engagement, and communication. He also dives into some interesting use cases for improving customer service and leveling up your marketing.

Becoming Radically Transparent with Customers

In this episode, Ratchet+Wrench columnist Dutch Silverstein talks about transparency and whether it's just a marketing buzzword to sell services to customers or a way for shops to build a culture that caters to the needs of the people they serve. 

A Look Back on Worldpac STX 2024

In this episode, we take a look back on STX 2024 starting with data and industry outlook and moving into conversations with key personnel—Bob Cushing, Shane O'Connor, Rob Morrell, and Chris Salvo. We also speak directly with auto repair shop owners, a technician, and a parts supplier about lessons learned and why they value training.

Running a Profitable, Sustainable, and Enjoyable Shop

In this episode, Maryann Croce, shop owner and founder/coach at Small Biz Vantage, talks about why shop owners can get bogged down by their businesses, what causes it, and seven leadership tips to help them get out of the rut and on top of their game.