Ratchet+Wrench Radio

In this edition of From the Editors, Bryce and Anna celebrate the 100th issue of Ratchet+Wrench by discussing the changes in the industry over the past eight years. You will learn inside information on how this issue came together, how (and why) we chose the four operators profiled in this issue, and the best strategies we've learned from shop owners throughout the years.

Monthly podcast guest Frank Leutz, owner of Desert Car Care in Chandler, Ariz., shares just why employee incentive plans aren't the solution to engaging employees.

Montgomery Miller, area manager at Sun Devil Auto in Phoenix, Ariz., shares how a unique pro bono project the shop took on has helped a budding vintage car aficionado fix up his dream truck while connecting the local community at large.

It's no one's favorite task, but when it comes to replacing key staff you can never overprepare. Monthly guest Aaron Stokes talks tips and strategies to keep top of mind when addressing problematic performance and determining when it may be time to cut ties.

Chris Deater is the Team Lead in Technical Support at Sage Microsystems, which is now joined by its sister brands under the DRB Systems umbrella. Chris explained how ransomware attacks work and how shop owners can take steps to protect themselves from digital intrusions.

Phil Christensen, president of BG Automotive in Colorado, is the winner of the 2020 RW All Star Awards in the manager category. Christensen, along with one of his nominators and owner of the shop, Bryan Gossel, share how he found out he was the winner and how the two of them became the dynamic duo they are today.

Known as the behind-the-scenes helper that takes on any challenge that comes her way, Susan Boone took the prize for this year's All-Star Awards in the administrative support category. According to Craftsman Auto Care owners Matt and Judy Curry, as well as their shop consultant, Jody Ruth, she was an integral part of getting through the pandemic lows, doing the job of at least three people at once and averaging 70-80 hours each week. Listen to how Susan came to be the shop's go-to [1:21], what makes her stand out from the rest [10:47], and how she went above and beyond through the beginning of COVID-19 [3:00, 12:10].

Successful shop owners Leigh Anne Best and Laura Frank established Brakes for Breasts in 2011 and are about to hit the million dollar mark for funds for Breast Cancer research. 

Her stature may be small, but her sales and service skills are mighty. Becky Merlini, service advisor of Adams Autoworx in Castro Valley, Calif., was named this year's Best Shop Worker for a reason. While she came to work for owner Bill Adams with no automotive experience whatsoever, her ability to form trust and intimacy with customers made her stand out. Listen to her backstory [1:24], what makes her stand out from the rest [4:26], and how she was dubbed the "Shop Mom" of the auto repair business [14:57].

Nearly a quarter of shop owners admit that they do not routinely track technician efficiency or productivity, according to the Ratchet+Wrench Industry Survey, two figures that are among the most important for measuring success. All too often in the industry, shops track these numbers, or KPIs in general, but have little idea how to interpret or make business decisions based off those numbers—especially when they fall short of set goals. In this episode, learn eight simple questions to ask when encountering a drop in either number.