Episodes

  • How This Shop Owner Beat A Road Construction Project [E128]

    How This Shop Owner Beat A Road Construction Project [E128]
    Oct 28 2026
    Thanks to our Partner, AppFueledRoad construction can be a nightmare for any business, especially an auto repair shop that depends on local traffic to bring customers through the door. But what if a major construction project became an opportunity to grow your business and strengthen your community relationships instead?In this episode of the Auto Repair Marketing Podcast, Brian Walker and Kim Walker sit down with Brandon Miller of Miller Auto in Omro, Wisconsin, to hear how he turned a challenging road construction project into a marketing opportunity. With traffic on the main highway dropping from 20,000–25,000 vehicles a day to roughly 500, Brandon knew he had to do something to keep people informed and remind them that local businesses were still open.Brandon started creating daily road construction reports, explaining closures, sharing timelines, and showing people how to access businesses throughout town. That effort eventually grew into Inside Omro, a community podcast featuring local businesses, their stories, and the people behind them. Sponsored by Miller Auto and created in conjunction with the local chamber, the podcast helped build community connections, generate awareness, and bring customers through the doors, all without paid advertising campaigns.The results? While many businesses might have expected a difficult year, Miller Auto's auto repair business actually grew compared to the previous year, and customers were telling Brandon they came in because they saw the podcast.This conversation is a great reminder that marketing doesn't always have to be about selling your services. Sometimes, the best way to grow your auto repair shop is to become a more valuable part of the community you serve.Listen to the full episode to hear Brandon's story, learn how to turn unexpected challenges into marketing opportunities, and discover how a community-focused podcast could help your shop build relationships, increase visibility, and attract more customers.Show Notes with TimestampsWelcome and guest introduction (00:00:09) Brian welcomes co-host Kim and guest Brandon Miller, then introduces the episode’s road-construction story.Industry networking and shared ideas (00:01:23) Brandon discusses learning from other shop owners and the value of networking at industry events.A road-construction setback remembered (00:02:37) Brian recalls how unexpected construction disrupted his shop and contributed to its closure.Brandon’s construction project and road reports (00:04:13) Brandon explains the planned highway project, severe traffic drop, and daily reports that helped people navigate town.Miller Auto’s locations and construction timeline (00:08:13) Brandon describes the three businesses and the project’s ongoing effects on access and traffic.Road reports build community support (00:11:08) Brandon shares how other businesses joined in and how the reports helped residents find their way.Launching the Inside Omro community podcast (00:12:28) Brandon explains shifting from an automotive podcast to interviewing local businesses and organizations.Sponsor message: App Fueled (00:14:50) The hosts describe App Fueled’s customer loyalty app and its benefits for repair shops.Community podcasts as shop marketing (00:15:23) Brian and Brandon discuss the idea of sponsoring a community-focused podcast rather than one solely about auto repair.Mayor requests a public update (00:17:15) Brandon recounts sharing changed bridge-closure information after the mayor asked him to update residents.Business results during construction (00:19:40) Brandon reports steady car sales and improved repair business despite construction, crediting the reports and podcast.Creating a community podcast without construction (00:22:27) Brandon offers advice on useful local topics, community involvement, and making the shop’s support visible.Ideas for highlighting local kids (00:24:53) The hosts discuss community storytelling and how a podcast featuring children could encourage sharing and engagement.Community reputation and referrals (00:26:54) Brandon describes local recommendations that praised Miller Auto for its community involvement and its partnership with Main Tire.Podcast plans and storm damage (00:28:14) Brandon explains damage to the shop and studio, then outlines plans for a dedicated recording space and future episodes.Closing thoughts and where to listen (00:30:21) Brandon reflects on getting through construction, thanks the industry community, and shares where to find Inside Omro.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)EP 57 - Should Your Shop Have a Podcast?Inside OmroThanks to our Partner, AppFueledAppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ ...
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    32 mins
  • Owners, Your Team Wants To Be Mentored with Doug Delucca and Karina Kuecha [E227]

    Owners, Your Team Wants To Be Mentored with Doug Delucca and Karina Kuecha [E227]
    Oct 21 2026
    Thanks to our Partner, AppFueledWhat happens when you stop treating your employees like people who simply show up to do a job and start investing in them as people? For Doug DeLucca and his team at Boca Auto Fix in Boca Raton, Florida, the answer is a stronger company culture, more transparency, and a team that understands what it takes to build a successful auto repair business.Doug joins Brian Walker, along with client advocate Karina Kuecha, to talk about how informal lunch-and-learns have grown into meaningful mentoring conversations about everything from personal finance and credit to business KPIs, profit and loss statements, and the future of the shop. By opening up about the numbers and giving employees a better understanding of how the business operates, Doug and his wife, Alissa, are helping their team grow both personally and professionally.But this conversation goes beyond mentoring. You'll hear how transparency builds trust with employees and clients, why educating your team about the financial side of the business matters, and how creating a culture of shared knowledge can help prepare the next generation of shop leaders.If you're an auto repair shop owner who wants to build a stronger team, improve your shop culture, and develop employees who understand the business beyond their individual roles, this is a conversation worth hearing.Listen to the full episode of the Auto Repair Marketing Podcast and discover how investing in your people can help build a healthier, more transparent, and more sustainable auto repair business.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)Boca Auto FixThey Ask, You Answer by Marcus SheridanThanks to our Partner, AppFueledAppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
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    30 mins
  • 5 Ways Your Front Counter Can Optimize Your Ad Results [E226]

    5 Ways Your Front Counter Can Optimize Your Ad Results [E226]
    Oct 14 2026
    Thanks to our Partner, AppFueledYour auto repair shop can spend thousands of dollars on marketing, but what happens when those leads call your shop? If your front counter isn't delivering a great customer experience, you're leaving money on the table. Brian Walker sits down with Michael Doherty, a veteran service advisor with 22 years of experience, to discuss five ways your front counter can optimize your advertising results, especially Google Local Services Ads (LSA). From answering the phone with confidence and energy to creating scheduling opportunities, building relationships instead of focusing on price, and measuring your actual return on ad spend, this conversation reveals why great customer service is one of your most powerful marketing tools. If you want to turn more calls into customers, differentiate your shop from the competition, and get more value from your marketing dollars, listen to this episode and discover what your front counter could be doing differently.Show Notes with TimestampsEpisode introduction and webinar context (00:00:10) Brian introduces the episode and guest Michael Doherty, previewing advice on improving ad results through front-counter service.Local Service Ads overview (00:02:18) Brian explains how LSAs work, which repair shops may benefit, and upcoming targeting changes.Create an opportunity when the phone rings (00:04:33) Michael emphasizes answering promptly and treating each call as a chance to earn a customer’s business.Answer with energy and confidence (00:06:31) They discuss an enthusiastic greeting, positive tone, and making callers feel welcome.Make room for urgent appointments (00:09:17) Michael recommends understanding daily shop capacity and communicating with the team to accommodate callers.Communicate value beyond price (00:11:29) Michael advises addressing customers’ logistics, listening empathetically, and building relationships instead of focusing only on cost.Handle calls professionally under pressure (00:12:59) They discuss service-advisor stress, staying composed, and helping callers rather than treating interactions as transactions.Move price questions into a conversation (00:16:40) Michael suggests asking follow-up questions, explaining the shop’s value, and learning what the customer needs.Sponsor message: App Fueled (00:17:25) A promotional break describes custom loyalty apps for independent auto repair shops.Differentiate the shop and build trust (00:18:53) Brian and Michael discuss LSA lead quality, explaining what makes a shop distinctive, and creating confidence with callers.Address concerns before asking about price (00:22:46) They reflect on why customers ask about cost and how professionalism, process, and trust can matter more.Set expectations and solve scheduling concerns (00:26:09) Michael recommends gauging urgency, offering practical help, and giving realistic timelines and specific appointment times.Confirm appointments and communication preferences (00:29:56) They discuss treating appointments as commitments, confirming them, and asking customers how they prefer to communicate.Measure advertising results in revenue (00:31:37) Brian explains tracking LSA calls through repair orders and introduces Shop Marketing Pros’ Pro ROI tool.Podcast closing and credits (00:34:48) Brian thanks listeners and sponsors, followed by the network’s closing message.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)Pro ROI by Shop Marketing ProsThanks to our Partner, AppFueledAppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill: ...
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    36 mins
  • The People Problem You’re Probably Missing [E225]

    The People Problem You’re Probably Missing [E225]
    Oct 7 2026
    Thanks to our Partner, AppFueledMost shop owners know they have a people problem when someone is clearly toxic, can’t do the job, or just isn’t a good fit. But what if your biggest people problem is the person you never have to worry about?You know the one. They show up, do their job, live your core values, get results, and rarely need your attention. They’re your “Steady Eddie.” And because they’re doing so well, you may be giving them less attention than everyone else on your team.That can be a dangerous mistake.In this episode of the Auto Repair Marketing Podcast, Brian and Kim Walker break down the four types of people problems every shop owner needs to recognize: the wrong person in the wrong seat, the wrong person in the right seat, the right person in the wrong seat, and the surprisingly overlooked right person in the right seat.They talk about why high-performing employees still need leadership, appreciation, feedback, training, and opportunities to grow and how neglecting your best people can eventually send them looking for a shop that appreciates them more.If you want to build a team that sticks around, grows with your business, and helps you build the shop you actually want to own, this is an episode you’ll want to hear.Listen to the full episode and find out whether you’re taking care of your “Steady Eddies” before someone else does.Show Notes with TimestampsIntroduction and sponsor message (00:00:00) Brian welcomes listeners, introduces the episode’s people-problem topic, and thanks sponsor AppFueled.The four people problems (00:01:10) Kim explains the right-person/right-seat framework and how values and job fit determine each category.Wrong person, wrong seat (00:03:30) They discuss addressing an obvious mismatch instead of letting one poor fit drain the team.Wrong person, right seat (00:04:21) They describe capable but toxic employees, whose negative influence can outweigh their strong performance.Coaching or parting ways (00:06:41) They discuss using core values, giving employees a chance to improve, and acting when toxicity persists.Right person, wrong seat (00:08:39) They explore how personality and working-style tools can help identify a role better suited to a valued employee.AppFueled advertisement (00:10:30) Brian promotes a custom loyalty app designed to improve customer retention and shop growth.Supporting employees in the wrong role (00:11:29) Kim suggests assessing whether an employee is suited to their work and considering other available roles.Right person, right seat: the overlooked problem (00:12:56) They introduce dependable, high-performing employees who are often overlooked because they require little attention.Recognizing and retaining steady performers (00:14:01) Brian and Kim explain how neglecting appreciation, development, and attention can lead valued employees to leave.Stay interviews and ongoing retention (00:16:17) Kim recommends asking employees what they need, supporting their growth, and treating retention as everyone’s responsibility.Closing remarks (00:18:10) Brian thanks listeners, points them to the podcast network, and signs off.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)Tony Robbins DISC Assessment6 Types of Working GeniusThanks to our Partner, AppFueledAppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
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    19 mins
  • The Best Recruiting Tool You Already Have [E224]

    The Best Recruiting Tool You Already Have [E224]
    Sep 30 2026
    Thanks to our Partner, AppFueledWhat if the best recruiting tool for your auto repair shop is one you’re already paying attention to but only using to attract customers?Your marketing does more than explain why people should trust your shop with their vehicles. It also gives potential team members a glimpse into your culture, your work environment, your benefits, and what it might be like to spend their days working with you.In this episode of the Auto Repair Marketing Podcast, Kim Walker and Hannah Cribbs break down how your website, social media, online reviews, and even your company culture can become powerful recruiting tools. They also share the real-world example of Jen Rindflesh at Collinsville Auto Repair in Canton, Connecticut, who needed to fill three positions and worked with the Shop Marketing Pros team to get the right people in front of the right opportunities.From simplifying job listings and highlighting benefits to showcasing your team and creating a careers page that answers the questions potential employees are already asking, this conversation is packed with practical ideas you can put to work when your shop needs to hire.And the takeaway is pretty simple: Recruiting isn’t just something you do when you’re desperate for another technician. It’s something you can build into your marketing all year long.Ready to turn your marketing into a recruiting asset? Listen to the full episode and discover how to attract team members who are a great fit for your shop.Show Notes with TimestampsIntroduction to the Episode (00:00:10) Host Kim Walker introduces the episode's topic: using marketing as a recruiting tool, and introduces guest Hannah Cribbs.The Best Recruiting Tool You Already Have (00:01:11) Marketing is not just for customers but also for attracting potential team members by helping them know, like, and trust you.The Constant Need for Technicians (00:02:17) Hannah discusses how frequently auto repair shop clients express the urgent need to fill positions on their teams.Client Success Story Introduction (00:03:44) Introducing Jen Rindflesh from Collinsville, who successfully used marketing strategies to fill three open positions in her shop.The Recruiting Process in Action (00:04:40) Hannah details the team effort to create social posts, job listings, and ads to address Jen's immediate hiring needs.Refining the Job Ads (00:05:53) Jen provided feedback to simplify the language in the job ads and listings, which resulted in attracting better-fit candidates.The Importance of a Strong Careers Page (00:09:46) Discussion on using the shop's website careers page, featuring videos, team culture, and answering potential questions for applicants.Showcasing Shop Culture in Marketing (00:12:38) Using social media to showcase team culture through birthdays, anniversaries, and fun videos helps attract the right people.The Role of Customer and Employee Reviews (00:15:59) Reviews provide an honest look into the shop's atmosphere, helping potential hires understand the work environment before they apply.Highlighting Employee Benefits in Marketing (00:19:04) Benefits like a four-day workweek should be featured everywhere on social media, websites, and in ads to attract candidates.Creating Effective Recruiting Ads (00:20:27) Ads should be simple, eye-catching, and link directly to the careers page to make the application process as easy as possible.The Power of Partnership and Communication (00:22:42) Stressing the importance of communication between the shop owner and their marketing team to refine and improve recruiting efforts.The Strategy of Continuous Recruiting (00:28:26) Shops should always be recruiting, even when there isn't an open position, to build a bench of future candidates.Attracting the Right Person, Not Just a Warm Body (00:30:39) Focusing on clearly defining the ideal candidate's qualities and values to ensure a good fit for the team and culture.Final Thoughts and Wrap-Up (00:35:51) Every marketing touchpoint is an opportunity to attract future team members by consistently showcasing a positive and appealing work environment.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)Collinsville Auto Repair Careers PageThanks to our Partner, AppFueledAppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. ...
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    39 mins
  • Competition: Does It Inspire or Irritate You? [E223]

    Competition: Does It Inspire or Irritate You? [E223]
    Sep 23 2026
    Thanks to our Partner, AppFueledA new auto repair shop opens down the street. Your first reaction might be panic, frustration, or maybe a little bit of, “Seriously? Another one?” But what if competition isn't something to fear? What if it's actually the thing that wakes you up and helps you see your shop with a fresh set of eyes?In this episode of the Auto Repair Marketing Podcast, Kim Walker talks about what happens when a new shop enters your market and why competition can be a powerful motivator instead of an obsession. From dirty windows and tired landscaping to outdated websites and neglected Google Business Profiles, Kim walks through the things shop owners often stop noticing because they're simply too close to the business.You'll hear why your existing shop has advantages a new competitor doesn't, how to improve your physical and digital curb appeal, and why showcasing your team's expertise, community involvement, and customer relationships matters. Kim also shares a practical first-impression audit you can use to identify what needs attention and prioritize the changes that will make the biggest impact.Don't let the new shop down the street own all the excitement. Let it remind you of what makes your shop worth choosing.Listen to the full episode for practical ideas to freshen up your shop, strengthen your marketing, and stay focused on winning your own race.Show Notes with TimestampsIntroduction to the Topic of Competition(00:01:06) The host introduces the episode's theme: how a new auto repair shop in town can be a positive motivator.Observing a Competitor's Reaction(00:03:38) The host shares how an existing shop started sprucing up its appearance after a brand-new competitor opened nearby.Competition as a Mirror(00:05:48) Competition can reveal areas in your own shop that you've stopped noticing, prompting a need for a fresh perspective.Getting a Fresh Look at Your Shop(00:07:08) The host encourages owners to see their shop through a customer's eyes and provides a checklist for first impressions.Highlighting Your Shop's Strengths(00:10:53) Existing shops have an edge with their history, team, and community involvement, which they should actively promote.Auditing Your Digital Curb Appeal(00:12:08) Review your website, social media, and online presence to ensure they don't look tired or outdated.Competition as a Motivator, Not an Obsession(00:13:22) An anecdote about Olympic swimmers illustrates the danger of focusing too much on competitors instead of your own performance.Remind People Why You're Established(00:14:39) Leverage your years of relationships, reputation, and loyal customers to tell your story and reinforce your market position.Competition Raises Industry Standards(00:16:07) When a new shop forces others to improve, it benefits the entire auto repair industry by elevating everyone's game.The First Impression Checklist(00:17:38) A detailed walkthrough of a checklist covering online presence, drive-by appeal, lobby feel, and shop area cleanliness.Prioritizing Improvements(00:22:40) Advice on how to tackle a long list of needed improvements by starting with low-hanging fruit for the biggest impact.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)First Impressions ChecklistThanks to our Partner, AppFueledAppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
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    25 mins
  • Auto Hospitality: Turning Phone Calls Into Lifetime Customers with Husein Grabic [E222]

    Auto Hospitality: Turning Phone Calls Into Lifetime Customers with Husein Grabic [E222]
    Sep 16 2026
    Thanks to our Partner, AppFueledWhat if the problem with your marketing isn’t your marketing?What if the phones are actually ringing, but your service advisors are letting the opportunities walk right back out the door?That’s one of the big ideas we dig into with Husein Grabic, who is doing some pretty unconventional things at his three auto repair shops. Hussein is listening to new-customer phone calls, identifying the objections that are costing his shops business, training his service advisors with mock “ring ring” calls, and pushing his teams well outside their comfort zones.And the results are pretty tough to argue with.One of his shops went from about 220 cars a month to 330 in a single month, while another went from roughly 100 cars and $60,000–$70,000 in monthly revenue to 180 cars and $126,000. We also get into free inspections, price objections, appointment-setting, active deliveries, reviews, customer retention, and what Hussein calls “auto hospitality.”Some of this will probably make you uncomfortable. Good.If you’re a shop owner who wants to get more out of the marketing dollars you’re already spending, this conversation is packed with ideas worth testing in your own shop.Listen to the full episode and see what happens when you stop assuming your team is doing everything right and start listening to what’s actually happening on the phones.Show Notes with TimestampsIntroduction to Husein Grabic (00:00:19) The hosts introduce their guest, Husein Grabic, who manages multiple auto care shops and implements innovative marketing and service strategies.The Importance of Listening to Phone Calls (00:02:29) Husein explains his practice of listening to every new customer phone call to identify and overcome common objections like price.The Free Inspection Strategy (00:04:44) Discussion on the controversial but effective strategy of offering free inspections to get new customers through the door and increase volume.Auto Hospitality and Its Influences (00:06:22) Husein coins the term "auto hospitality" and credits industry leaders like Todd Hayes and Aaron Stokes for influencing his approach.Overcoming Team Resistance (00:08:56) Husein shares how he proved the value of his new strategies to a hesitant team, resulting in significant growth.Pushing the Team's Limits (00:10:10) A story about intentionally overloading a shop with appointments to show the team their true capacity and boost their confidence.High-Energy Phone Calls and "Ring Ring" Training (00:15:44) Husein describes using mock phone calls, inspired by Aaron Stokes, to train service advisors on energy and overcoming objections.Improving Phone Call Close Ratios (00:18:04) By analyzing phone calls, Husein discovered they weren't dead, just poorly handled, and improved the closing rate from 8% to 30%.The Unique Customer Experience (00:23:18) The conversation shifts to the customer's perspective, emphasizing how a positive phone interaction can overcome their initial frustration and anxiety.Simplifying the Phone Call Process (00:25:18) Husein's strategy to shorten phone calls and increase efficiency by focusing on simply getting the customer to bring their car in.Customer Retention with Vouchers and Stamp Cards (00:28:10) Exploring ideas like oil change stamp cards and car wash vouchers to incentivize repeat business and enhance the customer experience.The Active Delivery Process for Reviews (00:33:56) Husein details his dealership-style active delivery process, which involves personally reviewing the work with customers to encourage positive online reviews.The Power of Using a Customer's Name (00:35:23) The importance of using a customer's first name from the initial call to build rapport and create a welcoming experience.Podcast Wrap-up and Final Tip (00:39:01) The hosts thank Husein for his insights, and he recommends the phone system Octa-Rocket for shops struggling with phone calls.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)Unreasonable Hospitality — Will GuidaraThanks to our Partner, AppFueledAppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://...
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    41 mins
  • The World is Taking Out Its Garbage with Chris Cotton [E221]

    The World is Taking Out Its Garbage with Chris Cotton [E221]
    Sep 9 2026
    Thanks to our Partner, AppFueledThe world is churning. Business is changing. Car counts are down for a lot of shops, customers are feeling the squeeze, and it seems like everybody is getting kicked while they’re down.But here’s the thing: none of that is an excuse.In this episode of the Auto Repair Marketing Podcast, Brian Walker and Chris Cotton talk about what it really means to operate your shop when things get slow. They talk about planning for predictable slow periods, making the most of every car that comes through the door, increasing your ARO, building relationship “coins” with your customers, and why having enough service advisors can make a bigger difference than you might think.They also get into something every shop owner needs to hear: slow times are a great opportunity to fix broken processes, improve your customer experience, and double down while your competition is laying down.You may not be able to control what’s happening in the world. You can control what you do about it.Give this episode a listen and find out how to turn a slow season into an opportunity to separate your shop from the competition.Lagniappe (Books, Links, Other Podcasts, etc)The Weekly Blitz PodcastChris CottonSimon SinekAutoFix Auto Shop CoachingThanks to our Partner, AppFueledAppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
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    30 mins