Editorial Director Anna Zeck chatted with David Askwith, director of operations for the Maryland based-Auto Stream Car Care. Anna and David chat about his journey to a management role and the mistakes and great decisions he made along the way. Askwith provides perspective on what he would do differently, giving great advice for anyone trying to become a manager themselves or for a shop owner who is looking for a manager.  

Ratchet+Wrench Radio

Becoming a Manager

Editorial Director Anna Zeck chats with Ryan Hillenbrand, owner of Urb's Garage and Shop Fix Academy coach, about how to maximize your shop's marketing during Q4. Zeck and Hillenbrand discuss how to make sense of all your options to make sure you're getting the bang for your buck. 

Making Sense of Marketing

How much time is too much time to spend on your business? Editorial Director Anna Zeck chats with Brian Sump, owner of Urban Autocare and Avalon Motorsports, about finding a successful balance that will led to the best business results. Recorded at the 2021 Ratchet+Wrench Management Conference, Zeck and Sump also touch on some of the highlights of Sump's keynote speech. 

Finding Your Balance

Shayna Steigerwalt, president and founder of Modern Driven Media, discusses tips and tricks for taking on social media as a shop owner. This podcast is sponsored by BOLT ON TECHNOLOGY. To learn more, visit boltontechnology.com.

Develop a Plan for the Future

Jeffrey Roy, owner of Primary Care Auto Repair and 2021 Ratchet+Wrench All-Star Award Runner Up, joins the show to discuss his operation, the lessons he learned from nearly closing his business and what he's doing now to ensure that doesn't happen to others. 

Podcast: All-Star Award Runner Up Jeffrey Roy

Last week, Ratchet+Wrench All-Star award winner Matt Lachowitzer joined to show to discuss his journey. This week we are talking with one of our runner ups, Lucas Underwood of L&N Performance Auto Repair. Underwood has a really interesting story and is becoming a rising voice in the industry helping shops across the country grow in the process. We chat about that and plenty more about his journey. 

Podcast: All-Star Award Runner Up Lucas Underwood

Matt Lachowitzer, owner of Matt's Automotive Service Center and winner of the Ratchet+Wrench All Star Awards, joins associate editor Megan Gosch to discuss his operation and what has made him successful.  If you haven't already, check out the full feature on Lachowitzer here.

Ratchet+Wrench All-Star Award Winner Matt Lachowitzer

Understanding what makes a good customer experience is as much about learning what to do as it is learning what not to do.  Editorial Director Anna Zeck chats with Jimmy Alauria, owner and president of 3A Automotive in Phoenix, Ariz., about her past experience with repair shops, giving a unique perspective about what an actual customer is looking for. What went well? What didn't? And why did she choose to leave her shop for somewhere else?

What Makes a Bad Customer Experience?

Unfortunately bad news is an inherent element of the auto repair experience for most customers. But how exactly do you break bad news without overwhelming your customers or tanking the customer experience? Customer service expert, speaker and author Jeff Toister explains how to be the bearer of bad news without sacrificing customer relationships. 

How to Deliver Bad Customer News

The transition from single store to multi-shop operator requires plenty of strategy and shop owners who plan ahead can still find themselves blindsided as their expansion gets underway.   So, how exactly can you begin preparing for that growth well in advance? Shop Fix Academy founder Aaron Stokes shares his own journey and key lessons learned as he grew his business, the staffing strategies that typically catch shop owners off guard, and the mindset shop owners will need to tap in order to set their growing operations up for success. 

How to Tap the MSO Mindset

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.

Part 2: Maximizing Work Opportunity

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. 

Can Trust Outweigh A Bad Customer Experience?

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. 

How to Talk Price with Transparency

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. 

Why Customers Return to a Bad Shop Experience

The official podcast of Ratchet+Wrench, providing strategies and inspiration for auto care success.

hubhopper

Ratchet+Wrench Radio

hubhopper