Ratchet+Wrench Radio

Part 2: Maximizing Work Opportunity

Mark Seawell, advisor training director for RLO Training returns to the podcast for Part 2 of a conversation on maximizing work opportunity. Seawell goes through the different customer levels and how that affects how a shop should work with them in order to get the most work possible.  If you haven't listened to Part 1, make sure to listen to that too. The episode was released July 13.

Can Trust Outweigh A Bad Customer Experience?

A recent Ratchet+Wrench survey found that the average repair shop customer is willing to settle for a less than impressive customer experience. In this week's episode of Ratchet+Wrench's Inside the Consumer's Mind podcast series, editorial director Anna Zeck chats with Ryan Clo of Dubwerx to talk about navigating a negative customer experience, managing customer expectations, and how customer trust is made and lost at the counter. 

How to Talk Price with Transparency

In this first episode of Ratchet+Wrench's Inside the Consumer's Mind podcast series, editorial director Anna Zeck chats with Dynamic Automotive's Dwayne Myers to learn how shops can approach the sensitive topic of price and avoid making customers feel vulnerable, overwhelmed, or taken advantage of. 

Why Customers Return to a Bad Shop Experience

What exactly leaves customers to settle for a below-average repair shop experience and what can shops do to stand out from the crowd and win them over? Shop Fix Academy founder and shop owner Aaron Stokes explains with insight on the two-pronged approach he says is key to win customers over. 

Maximizing Work Opportunity

Mark Seawell, Advisor Training Director for RLO Training, discusses what shops can do to build trust with customers and have to convey that into bigger sales and thus a larger ARO. Seawell will be featured in an upcoming issue of the Ratchet+Wrench magazine, so stay tuned for more on the topic. 

How to Approach Sudden Growth

Right now, shops across the country are experiencing all-time high car counts and ticket averages. But as business picks up, does your shop have the processes to match?  Desert Car Care's Frank Leutz explains why the devil is in the details, how to protect your processes as you grow, and how improper documentation could be truly costing you.

How to Build Your Best Legal Line of Defense

When it comes to auto repair, there's an education gap. Few attorneys understand the challenges shop owners face in their day-to-day operations, and as vehicles become more complex, the need to have a savvy legal pro in your corner has only become more urgent.  William Ferreira, a go-to repair defense specialist, explains how to bridge the gap and build an attorney relationship that's well worth the investment. 

When Do You Really Need to Prepare For Electric Vehicles?

When it comes to preparing for and investing in electric vehicles, are you better off jumping in or sitting back? Aaron Stokes, 20 year industry veteran and founder of Shop Fix Academy explains how he's approaching a future shift to EVs, including the metrics he's measuring in his own shops and the factors he's tracking along the way. 

How to Gain Ground With LinkedIn

You've probably heard all about the value of platforms like Facebook and Instagram when it comes to building business and making connections ... but what about LinkedIn? Desert Car Care's Frank Leutz explains how the platform's algorithm can deliver an unexpected ROI, how to access and connect with second and third-tier audiences, and how to leverage the support of key influencers in your market. 

Why Consumers Avoid Repair Shops

Matt Wojsaik, shop manager at Utires — which operates two repair locations in the Chicago area — details the results of a study that the company recently conducted. Wojsaik shares the most common reasons consumers avoid the mechanic and some solutions to solve those issues. Wojsaik also reveals the top repairs that consumers hold off on the longest along with much more from the survey.