Ratchet+Wrench Radio

Developing Rock Star Service Advisors | Jeremy O’Neal

In this episode, Jeremy O'Neal, owner of Freedom Auto Repair and president of Advisor Fix, discusses a service advisor's role in the shop and how the best advisors perform. 
He discusses:
His definition of a service advisor
How and why he started Advisor Fix
The characteristics and qualifications of a solid service advisor
What owners should look for in a service advisor
How advisors can grow through training
Why shop owners should invest in front-of-house training

How I Get More Customers Using Digital Marketing | Andrew Knudsen with Dan Vance

In this episode of Ratchet+Wrench Radio, Andrew Knudsen, vice president of Coventry Motors in Huntington Station, New York, and Dan Vance founder of digital marketing agency Advanced Local talk about digital advertising.
 
Knudsen and Vance were featured in the January 2023 issue Case Study “How I Invested in Digital Marketing.” The two talk at length about how they met, why Knudsen hired Vance and what shops can learn from their partnership as client and service provider.
 
You’ll learn the following:    •    How Andrew handled his shop’s digital marketing before outsourcing to Dan    •    When they pair began working together and why Andrew felt he needed help    •    Dan’s process for analyzing a customer’s digital marketing needs    •    Common pitfalls that plague auto shop websites    •    What strategies Dan used to help Andrew grow his business online    •    Why retargeting keywords helped Dan get Andrew the right type of customers    •    The difference between programmer and Google ads    •    The benefits of outsourcing digital marketing    •    Digital marketing versus word of mouth    •    How digital agencies shop show owners ROI

How I Built and Operate Hailey Auto Clinic | Alex Dunn

In this episode, Alex Dunn from Hailey Auto Clinic in Hailey, Idaho, stops in to talk shop. You may remember Alex's shop from the December 2022 issue of Ratchet+Wrench. 
Today, Alex discusses why he chose to custom-build his shop, how he worked with his architect, some of the features he chose and how Hailey runs its day-to-day operations.

How Shops Can Easily Access OEM Repair Information | Mark Allen, OEM1Stop

In this episode of Ratchet+Wrench Radio, Mark Allen of OEM1Stop talks about how his organization's website can help shops get OEM-specific repair information in minutes. He discusses: How long OEM1Stop has been in service Which OEM-specific repair information shops have access to on the platform What technicians can expect when using the interface How often the information is updated by OEMs What the learning curve for using the website and how to best use it How OEM1Stop can help techs with advanced repairs on newer vehicles How to access the information What the fee for service structure is for OEM1Stop  

What I’ve Learned as a First-Time Shop Owner | Jesse Sammons, Thoroughbred Motors

In this episode, Jesse Sammons of Thoroughbred Motors in Ramona, California, talks about the lessons he's learned in his first two years of shop ownership. Jesse opened his auto repair shop—45 minutes from downtown San Diego—during the height of the pandemic in 2020.  Today, he reflects on his career as a technician and the takeaways he got from working at other shops that have helped him succeed in his own. Jesse discusses: Opening a shop during COVID His start in the auto care industry Working to build a shop that was different from the other shops he had worked at before The things he thought would be easy but have proved to be challenging Making the mental switch from technician to shop owner How he's creating a nurturing work environment for his team His philosophy on customer service and his approach to marketing How he will lead his shop through the rapid changes happening in California

Setting Boundaries and Managing Customer Expectations (w/ Tonnika Haynes)

In this episode, Tonnika Haynes of Brown's Automotive in Chapel Hill, North Carolina, discusses boundaries and expectations. Every shop needs to have a protocol on how to help customers who don't fully understand what shops can and cannot do within reason.  Tonnika discusses: Being a second-generation shop owner How she decided to get into the industry and taking over her father's shop How she manages customer expectations How she handles difficult customers Helping customers understand the difference between the dealership service model and how independent shops work How to set personal boundaries How overwork put her in the hospital and why shop owners need to take time off Why she loves shop ownership

Podcast: The Life of Shop Owners w/ Joe Marconi

In this episode of Ratchet+Wench Radio, my guest is R+W columnist Joe Marconi. Joe owned his shop Osceola Garage for 41 years before retiring in 2022. Today, he talks about the things that keep shop owners up at night and other situations shop owners face.    We discuss: The 'What if's" that cause anxiety in shop owners The responsibility of providing gainful employment and benefits to your team How to confront your negative thinking How to delegate and break perfectionism The importance of creating the right systems and processes for success How one-on-one meetings create confidence in a shop owner's vision Why shop owners need to be visible and transparent with their team How goal setting helps team buy-in Why having a plan for emerging tech and sharing it with the team matters even if you're not going to execute it in the near future How to always remember what you're grateful for and why you do what you do

How to Establish Trust and Win Customers Online - Part 2 (w/ Jimmy Lea)

In the second installment of this two-part series, Jimmy Lea, product evangelist at Kikui, is back to show shop owners more about developing and growing trust online through Google.  This week, Lea talks about: What the sweet spot is for Google Reviews. How to optimize the replies you add to customer reviews to help others better find your shop. How many positive reviews does it take to grow your star rating? Whether Facebook Reviews have more weight than Google Reviews. The importance of having a consistent listing across the entire web. How much weight Google places on customer reviews in its algorithm? An email hack email to get a review and schedule the next service appointment at the same time. 

How to Establish Trust and Win Customers Online - Part 1 (w/ Jimmy Lea)

In this episode, Jimmy Lea, product evangelist at Kikui, kicks off this two-part series on how shop owners can develop trust online through Google.  This week, Lea talks about: Why shop owners need to pay attention to Google Reviews Why obsessing over 5-star ratings isn't the right strategy with Google Why shop owners must engage with customer reviews and why Google loves this How to report consumer abuse (false reviews)aimed at tanking your reviews What is review gating and why it's a bad practice for your shop How to properly solicit customer reviews How to get optimized Google reviews to attract the right customers

How We Set Up Our Shop for ADAS (w/ Silver Lake Auto and Tire Centers)

In this episode, Ratchet+Wrench Radio welcomes Tyler Peartree and Jim Nawrocki of Silver Lake Tire and Auto Centers. They discuss how Silver Lake successfully implemented ADAS services and what shop owners need to know about cost, benefits, liability and space requirements.