Episodios

  • Are Cheap Truck Tires Actually Costing Fleets More?

    Are Cheap Truck Tires Actually Costing Fleets More?
    Mar 18 2026
    Matt Gibbons is the Sales Director at Ozarko Tire Centers, one of the largest commercial tire distributors in Missouri and Arkansas, operating 12 locations and multiple retread facilities. With more than a decade of experience in the commercial tire industry and previous roles working with Michelin North America, Gibbons has built his reputation helping fleets improve operational performance through smarter tire strategies and disciplined maintenance programs. His work focuses on helping operators reduce fleet tire costs by shifting the conversation away from purchase price and toward long-term performance metrics.At Ozarko Tire Centers, Gibbons leads teams that consult with trucking fleets across the region on tire programs, cost-per-mile analysis, and preventative maintenance systems designed to reduce fleet tire costs while improving uptime and operational reliability.EPISODE SPONSORThis episode of the Gain Traction Podcast is sponsored by Cosmo Tires. Cosmo Tires offers a wide range of tire solutions designed for durability, reliability, and performance across multiple vehicle segments. Learn more at https://www.cosmotires.comIn this episode…Cheap tires feel like a smart business decision on the surface. The invoice is lower. The purchase looks efficient. The problem appears later on the highway.One fleet spent $2.8 million on roadside tire failures in a single year, driven entirely by preventable tire issues. That reality exposes a hidden operational blind spot across the trucking industry: most fleets measure tire cost by purchase price instead of cost per mile.Matt Gibbons explains why that single mistake quietly drains profit from fleets across the country. Tires that fail early create emergency road calls, driver downtime, missed deliveries, and operational disruption that rarely gets tied back to the original purchase decision.Shop owners and tire dealers who understand this shift hold a strategic advantage. Operators looking to reduce fleet tire costs stop thinking like buyers and start thinking like fleet managers. The difference shows up in uptime, service revenue, and long-term customer relationships.Here’s a glimpse of what you’ll learn: [01:02] Mike Edge introduces Matt Gibbons and Ozarko Tire Centers[02:16] Matt Gibbons’ unexpected path into the commercial tire industry[08:17] How Ozarko Tire Centers expanded into a multi-location commercial operation[11:20] The scale of Ozarko’s sales force, service operations, and retread facilities[12:04] Tariffs, inflation, and pricing pressure across the commercial tire market[13:01] The biggest operational mistakes fleet managers make with tire programs[16:24] Why premium tires often deliver stronger ROI than cheaper alternatives[17:10] Understanding cost-per-mile and why most fleets calculate it incorrectly[19:09] The hidden risks of buying cheap tires without performance tracking[20:27] How roadside service calls impact fleet profitability and uptime[21:58] A real-world example of millions spent on preventable tire failures[23:56] How proactive tire programs dramatically reduce roadside breakdowns[28:28] Challenging industry habits and the danger of “the way we’ve always done it”Resources mentioned in this episode:Matt Gibbons LinkedInOzarko Tire Centers WebsiteOzarko Tire Centers LinkedInTread PartnersGain Traction Podcast on YouTubeGain Traction Podcast WebsiteMike Edge on LinkedInQuotable Moments:“You can’t buy cheap and get ahead in the tire business.”“Most people think cost-per-mile is what they paid for the tire, but that isn’t the real cost.”“The longer a tire stays on the truck, the more money that fleet saves.”“If we can prevent those tire failures before they leave the yard, we’ve just saved the customer hundreds of dollars per road call.”“Since when did the status quo become the standard by which we operate?”Action Steps:Start tracking tire cost per mile immediately.Audit fleet tire failures and roadside service calls.Build preventative lot checks into your service workflow.Shift customer conversations toward long-term tire strategy.Challenge the “cheap tire” buying mindset.
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    38 m
  • What Makes an Auto Repair Business Last 30+ Years?

    What Makes an Auto Repair Business Last 30+ Years?
    Mar 11 2026

    Eddie Butler is the owner of Butler Automotive, a multi-location auto repair business based in Augusta, Georgia. Raised in a family garage environment, he combined hands-on shop experience with formal business education to steadily expand operations over several decades while maintaining financial discipline and brand consistency; a real-world example of auto repair business longevity.


    Under his leadership, Butler Automotive focused on controlled expansion, consistent marketing investment, internal talent development, and long-term operational stability. His approach reflects a measured growth philosophy built on sustainability rather than rapid scale.

    In this episode…

    Auto repair shops close every year because growth without discipline burns cash, weakens culture, and erodes brand trust. Rapid expansion grabs attention, yet staying power comes from steady decisions repeated over decades. The industry now faces higher equipment costs, evolving vehicle technology, workforce shortages, and fragmented marketing channels.


    Multi-location operators recognize the pressure to grow while protecting profitability and culture. Real auto repair business longevity demands consistency in branding, careful capital decisions, and leadership that prioritizes people development alongside operational performance.

    Here’s a glimpse of what you’ll learn:

    [01:06] Background and introduction to Eddie Butler

    [01:41] Early exposure to automotive repair environment

    [03:41] Post-college business strategy and operational direction

    [05:36] Expansion timeline across multiple shop locations

    [06:31] Owning real estate and equipment to reduce financial risk

    [07:19] Promoting younger managers and workforce observations

    [11:52] Internal talent development and long employee retention

    [15:02] Leadership philosophy on adaptation and long-term success

    [17:40] Branding consistency and transition toward digital marketing

    Resources mentioned in this episode:

    • Eddie Butler LinkedIn
    • Butler Automotive Website
    • Tread Partners
    • Gain Traction Podcast on YouTube
    • Gain Traction Podcast Website
    • Mike Edge on LinkedIn

    Quotable Moments:

    • “Success is not final, but failure is not fatal.”
    • “It’s a completely different business today than what we were in 25 or 35 years ago.”
    • “We never missed a month of advertising since 1988.”
    • “You have to be willing to adapt.”
    • “Family businesses are pretty dynamic.”

    Action Steps:

    1. Commit to a consistent marketing cadence that reinforces brand recognition year-round.
    2. Prioritize ownership of key assets and control debt to strengthen auto repair business longevity.
    3. Promote younger managers early and train internally to build leadership continuity.
    4. Evaluate expansion timelines based on financial stability rather than market hype.
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    27 m
  • What High-Performing Shop Owners Understand About Growth

    What High-Performing Shop Owners Understand About Growth
    Mar 4 2026
    John Kairys is the Executive Director of the Automotive Aftermarket Charitable Foundation, bringing more than 40 years of experience across retail, wholesale, franchising, and distribution in the automotive aftermarket. He now leads efforts focused on providing financial assistance and support to industry professionals facing personal hardship.Orlando Mangual is the owner of Mangual Enterprises and a multi-location Tuffy Tire & Auto operator, growing his business to multiple stores through a people-first leadership approach. His background in training and organizational development shaped his strategy for building scalable, team-driven operations.Kyle Suffoletto is a multi-store operator with Tuffy Auto Service Center, overseeing locations across multiple states while focusing on operational growth and franchise collaboration. With a background in management and marketing, he has helped expand his family’s automotive business into a growing regional network.Stephen Mars is a partner at Williams Russell Group and an automotive industry leader managing more than 20 locations across several U.S. markets. A military veteran turned operator, he combines leadership development and operational discipline to drive multi-location growth and organizational culture.Julio Trinidad is a longtime Tuffy Auto Service Center franchise owner based in Florida, operating his location for more than a decade while maintaining a hands-on approach with customers and team members. His career reflects a commitment to community-focused service and owner-led business culture within the franchise network.In this episode…Growth in today’s aftermarket demands more than adding bays or signing leases. The operators who continue expanding understand structure, leadership discipline, and shared intelligence are competitive advantages. Independent shop ownership delivers freedom, but scale demands systems, collaboration, and accountability. That tension defines the future of auto repair franchise growth.This series of conversations cut through surface-level success stories and expose the realities behind multi-location expansion. Economic downturns forced reinvention. Military service shaped leadership philosophies. Franchise systems created strength without sacrificing autonomy. The conversation centers on mindset; transparency, communication, and the willingness to pivot, because sustainable auto repair franchise growth rests on operational clarity and cultural alignment, not luck.Here’s a glimpse of what you’ll learn: [01:23] John Kairys on AACF’s mission and industry responsibility[09:29] Orlando Mangual on scaling from one store to ten[16:15] Kyle Suffoletto on franchise structure and collaborative growth[21:45] Stephen Mars on leadership, adversity, and multi-state expansion[32:46] Julio Trinidad on owner visibility and franchise cultureResources mentioned in this episode:John Kairys’ LinkedInAACF WebsiteTuffy Tire & Auto Service WebsiteStephen Mars’ LinkedInTread PartnersGain Traction Podcast on YouTubeGain Traction Podcast WebsiteMike Edge on LinkedInQuotable Moments:“This job checks those two boxes very thoroughly; passion and purpose.”“Transparency, communication, and pivot.”“It doesn’t matter what it is in life that you want to do. You just have to put your heart to it and go after it.”“I didn’t fail, I learned.”“When you join a franchise, you own your business, but you’re not out there alone.”Action Steps:Audit your leadership language this week. Replace vague directives with clear standards built around transparency, communication, and pivoting when performance stalls.Schedule a quarterly peer roundtable with other operators. Shared intelligence accelerates auto repair franchise growth faster than isolated decision-making.Identify one operational bottleneck limiting expansion and assign ownership to a leader with measurable outcomes tied to execution.Strengthen employee communication systems. Multi-location growth collapses without consistent messaging and cultural alignment.Create a three-year expansion roadmap that defines capital allocation, talent development, and acquisition criteria before pursuing the next location.
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    39 m
  • Can a Value Tire Brand Win Without Competing on Price?

    Can a Value Tire Brand Win Without Competing on Price?
    Feb 25 2026

    Tony Gonzalez is the Chairman, Founder, and CEO of Tire Group International (TGI), a global tire distribution and manufacturing company behind Cosmo Tires. His career traces back to a multigenerational tire business rooted in the 1940s, giving him decades of hands-on experience in product development, brand positioning, distribution, and dealer partnerships across the automotive aftermarket.


    Known for challenging conventional pricing battles, Gonzalez speaks directly about how value tire brands compete, focusing on product confidence, warranties, marketing consistency, and long-term dealer relationships rather than chasing the lowest price.

    In this episode…

    Price wars dominate the tire industry conversation, yet constant discounting erodes margins, weakens brand equity, and trains customers to expect cheaper options. Tire dealers face pressure from online competitors, national chains, and aggressive private-label programs that reshape buying behavior.


    Tony Gonzalez breaks down how value positioning changes the game. Brand trust, warranty support, product innovation, and consistent messaging define how value tire brands compete today. Shops that understand this shift protect profitability, strengthen customer loyalty, and build more resilient multi-location operations.

    Here’s a glimpse of what you’ll learn:

    [01:00] Introduction of Tony Gonzalez and his role at Tire Group International

    [02:37] Family tire business origins and early industry exposure

    [06:03] Cultural background shaping business mindset and values

    [10:07] Launch of Tire Group International and development of Cosmo Tires

    [13:34] How dealers connect with the brand and distribution channels

    [15:49] Building a value tire brand without competing solely on price

    [18:03] Warranty strategy and its impact on customer loyalty

    [20:13] Early warehouse work shaping leadership perspective

    [24:46] Importance of storytelling, branding, and cultural influence

    [33:26] Creation of the Kool Kat mascot and brand identity evolution

    Resources mentioned in this episode:

    • Tony Gonzalez LinkedIn
    • Tire Group International Website
    • Get in touch with Cosmo Tires
    • Tread Partners
    • Gain Traction Podcast on YouTube
    • Gain Traction Podcast Website
    • Mike Edge on LinkedIn

    Quotable Moments:

    • “We’re a value-driven brand, but we’re not in the market of competing solely based on price.”
    • “We give road hazard on all of the products we sell, and we stand behind them immediately.”
    • “The goodwill you get by giving that kind of warranty and guarantee is next to none.”
    • “Know what you’re worth and make sure you’re not wrong.”
    • “We really take pride in our marketing and how we represent our brand.”

    Action Steps:

    1. Audit tire lines carried in every location and identify where stronger warranty-backed brands improve margins and customer trust.
    2. Train service advisors to explain product value clearly; customer confidence rises when the conversation moves beyond price alone.
    3. Study how value tire brands compete and apply similar positioning to shop branding, service packages, and customer messaging.
    4. Strengthen supplier relationships that provide marketing support, training, and consistent product quality to stabilize long-term growth.
    5. Review warranty communication at the counter; transparent guarantees drive repeat business and referral momentum.
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    36 m
  • Inside Point S: The Cooperative Changing Tire Retail Growth

    Inside Point S: The Cooperative Changing Tire Retail Growth
    Feb 18 2026
    Mitch Bruneel serves as President of Retail Operations at Gill’s Point S Tire, where he focuses on employee development, customer experience, and operational growth within a family business rooted in the tire industry for generations. His leadership reflects a commitment to collaborative learning and the shared culture that defines the Point S dealer community.Walter Lybeck is CEO of Point S Tire USA, helping lead the cooperative’s national growth strategy, dealer branding initiatives, and member support programs. His leadership emphasizes collaboration, family-driven culture, and leveraging collective scale to strengthen independent tire dealers across the U.S.Patrick Lavoie oversees the retail network for Point S Tire Canada, supporting more than a thousand stores through operational programs, performance initiatives, and cross-market collaboration. Known for his competitive drive and focus on sales performance, he helps shape retail standards and growth strategies across the Canadian network.David Priddy owns David’s Discount Tire in Oklahoma and has been an active Point S member for nearly a decade. With deep roots in the tire business, he emphasizes buying power, industry collaboration, and customer trust as key drivers behind sustained business growth and community reputation.Mickie Hall owns Point S American Tire in Gallup, New Mexico, stepping into leadership after inheriting the business unexpectedly. Through operational guidance, coaching programs, and strong team culture, she successfully expanded performance and profitability while honoring her family’s legacy in the tire industry.Polo Rodriguez Jr. co-owns Rodriguez Point S Tire & Service in Texas and serves as Vice Chair of Point S Tire USA. He focuses on growth strategy, operational excellence, and industry leadership while advocating for customer-first values and collaborative dealer success across the network.Ron Preston owns Tredz Central Point S in Nebraska and brings decades of tire industry experience, including leadership in cooperative business models. His operations have seen consistent annual growth, supported by strong dealer relationships, shared best practices, and cooperative buying advantages.Nico De Rouwe is Managing Director of Point S South Africa, overseeing a large network of locations and championing collaborative business models that help independent dealers compete with major corporate chains. His leadership stresses international cooperation, long-term stability, and family-oriented business continuity.In this episode…Independent tire dealers face rising consolidation, aggressive national branding, and shifting customer expectations that demand consistency across locations. Standing alone limits leverage in purchasing, marketing, and operational benchmarking. Cooperative alignment continues reshaping how multi-location operators scale without sacrificing local identity.Recognition from Consumer Reports placing the network among the top tire retail experiences in the United States reinforces the impact of collaboration, operational standards, and shared brand equity. The Point S tire dealer network illustrates how collective strategy strengthens profitability, credibility, and long-term sustainability in a rapidly evolving automotive aftermarket.Here’s a glimpse of what you’ll learn: [01:27] Mitch Bruneel on operations, culture, and dealer collaboration[05:50] Walter Lybeck on cooperative growth and brand credibility[10:50] Patrick Lavoie on network scale and performance alignment[14:49] David Priddy on buying power and independent competitiveness[19:08] Mickie Hall on leadership transition and profitability growth[25:02] Polo Rodriguez Jr. on expansion goals and organizational direction[29:33] Ron Preston on annual business growth through cooperation[33:22] Nico De Rouwe on international dealer collaborationResources mentioned in this episode:Mitch Bruneel LinkedInWalter Lybeck LinkedInPatrick Lavoie LinkedInDavid’s Discount Tires WebsitePoint S American Tire Gallup WebsiteRodriguez Point S Tire & Service WebsiteTredz Central Point S WebsiteNico De Rouwe LinkedInPoint S Tires WebsiteTread PartnersGain Traction Podcast on YouTubeGain Traction Podcast WebsiteMike Edge on LinkedInQuotable Moments:“Even though we’re, you know, hundreds of miles apart, we all have the, you know, same goals, the same ideas.“My goal is to finish one, number one, for sure. So I will do anything to accomplish that goal.”“So to me, joining a company like Point S gave me the assurance that my sons will be all right, even if something happens to me.”“Buying power is probably the best part of being cooperative.”“Our business has grown about 30% a year.”Action Steps:Assess cooperative affiliations such as the Point S tire dealer network to increase buying leverage, operational support, and national brand credibility.Standardize customer experience processes across all locations to strengthen trust, improve ...
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    37 m
  • Is Your Auto Repair Shop Name Hurting Growth?

    Is Your Auto Repair Shop Name Hurting Growth?
    Feb 11 2026

    Eric Raber is the owner of ER Autocare, a multi-location auto repair business with four locations in the Columbus, Ohio area. With roots in agricultural mechanics and early hands-on experience working alongside his father, Eric built his technical foundation long before opening his first shop.


    Over the years, Eric has navigated shop growth, rebranding, hiring challenges, and operational scaling firsthand. His experience running multiple locations; including the lessons learned from early naming and branding decisions, gives him a practical, real-world perspective that resonates with shop owners facing similar growth stages and decisions.

    In this episode…

    As auto repair shops grow, add services, or expand locations, branding decisions made early on can quietly start working against them. Auto repair shop name mistakes often don’t show up right away, they surface later as customer confusion, hiring friction, or a brand that no longer reflects what the business actually does.


    In this conversation, Eric Raber walks through how those challenges showed up in his own business and why naming, clarity, and consistency matter more than most shop owners expect. This episode is especially relevant for operators who’ve evolved beyond a single-location mindset and are now thinking about long-term growth, brand alignment, and how their shop is perceived in the market today.

    Here’s a glimpse of what you’ll learn:

    [01:07] Introduction to Eric Raber and his multi-location auto repair business

    [01:40] Early mechanical experience shaped by family and agricultural work

    [03:57] Nontraditional education and entering the workforce at a young age

    [05:39] Learning diagnostics and technical problem-solving through mentorship

    [09:01] How early shop name decisions created long-term branding challenges

    [11:30] Why brand clarity becomes more important as a shop grows

    [15:29] Using BNI and relationship-based networking during early growth stages

    [20:43] Tradeoffs and risks of consolidating multiple shop brands

    [22:41] Maintaining operational consistency behind different brand identities

    Resources mentioned in this episode:

    • Eric Raber LinkedIn
    • ER Autocare Website
    • Tread Partners
    • Gain Traction Podcast on YouTube
    • Gain Traction Podcast Website
    • Mike Edge on LinkedIn

    Quotable Moments:

    • “You have to have a hard consonant in your name somewhere, ideally beginning or end.”
    • “Saying that name on the phone 100,000 times is not fun.”
    • “It’s not a whole lot of fun selling auto repair on top of a tire shop name.”
    • “If I have to explain it every time, that’s already a problem.”
    • “Don’t just consolidate brands for the sake of consolidation.”

    Action Steps:

    1. Audit your shop name for clarity and fit.
    2. Test how your brand sounds in real interactions.
    3. Gather outside feedback before rebranding.
    4. Evaluate branding impact before expanding locations.
    5. Separate brand decisions from emotion and habit.
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    29 m
  • What’s Really Causing the Tire Industry Workforce Shortage?

    What’s Really Causing the Tire Industry Workforce Shortage?
    Feb 4 2026

    Bryan Call is an Operations Advisor at Schierl Tire & Service, a multi-location tire and automotive service operation with seven stores across Central Wisconsin. With more than 30 years in the industry, Bryan has worked his way up from technical training and shop-level roles into leadership, giving him a ground-level and long-term view of how the business has evolved.


    In his current role, Bryan works closely with store managers and teams on hiring, coaching, operations, and retention. His perspective matters because he has lived through multiple industry cycles; shifts in education, technology, compensation, and workforce expectations, making him a credible voice on the realities behind today’s tire industry workforce shortage.

    In this episode…

    The tire industry workforce shortage isn’t just a hiring problem, it’s a pipeline problem shaped by education pressure, perception, and timing. As technician pay rises and demand for skilled labor grows, fewer young people are entering technical programs, leaving shop owners caught between growing workloads and shrinking talent pools.


    This conversation matters right now because the gap is no longer theoretical. Veteran technicians are retiring, technical school enrollment is declining, and many shops are being forced to lower standards just to keep bays full. Bryan Call shares what he’s seen firsthand and why the tire industry workforce shortage is deeply connected to how we talk about trades, career paths, and long-term opportunity.

    Here’s a glimpse of what you’ll learn:

    [01:01] Bryan Call’s role and leadership responsibilities at Schierl Tire & Service

    [01:52] Early work experiences in Wisconsin and the foundations of work ethic

    [04:03] Transition from traditional college to technical education and automotive repair

    [04:58] Career progression leading to long-term tenure at Schierl Tire & Service

    [07:45] Oversight of multi-location operations, hiring, and team development

    [08:26] Retention trends across management, technicians, and entry-level positions

    [09:20] Declining technical school enrollment and its impact on the labor pipeline

    [12:04] Technician retirements accelerating the workforce gap

    [14:43] Maintaining hiring standards amid ongoing staffing shortages

    [18:14] Role of self-education and digital resources in technician development

    [25:55] Leadership mindset focused on accountability and motivating teams

    Resources mentioned in this episode:

    • Schierl Tire & Service Website
    • Tread Partners
    • Gain Traction Podcast on YouTube
    • Gain Traction Podcast Website
    • Mike Edge on LinkedIn

    Quotable Moments:

    • “When I went to Technical College, there was four classes running concurrently, and now some of the colleges have a hard time getting one class.”
    • “The skills gap is getting worse.”
    • “At least you got technicians earning what teachers and doctors make.”
    • “You got old guys like me that are getting out of the industry, retiring.”
    • “If you go in with the attitude that, yep, let’s do it, it makes it a whole lot easier.”

    Action Steps:

    1. Reevaluate how you talk about careers in your shop by actively positioning technical roles as long-term, high-income professions, not fallback options contributing to the tire industry workforce shortage.
    2. Build relationships with local technical schools and instructors to create early visibility and access to students before they exit the pipeline.
    3. Maintain hiring standards even during staffing pressure by focusing on coaching and development instead of short-term fixes.
    4. Encourage self-learning by giving technicians access to online training resources, diagnostic tools, and time to build skills.
    5. Prepare for retirements proactively by identifying future leaders and mentoring them well before gaps appear.
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    28 m
  • Customer Follow-Up Is the Real Growth Lever in Auto Repair

    Customer Follow-Up Is the Real Growth Lever in Auto Repair
    Jan 28 2026

    Tim Winkeler is the President and CEO of VIP Tires & Service, a multi-location tire and auto repair company operating nearly 80 locations across the Northeast. With decades of experience in automotive retail and operations, Tim has played a key role in scaling the business through disciplined growth, strategic acquisitions, and a strong focus on operational consistency.


    Under his leadership, VIP has prioritized long-term customer relationships, clean data, and systems that support both employees and customers at scale. Tim’s perspective is shaped by running a large, complex organization while staying grounded in what actually works inside the store and after the vehicle leaves the bay.

    In this episode…

    Auto repair shops are under more pressure than ever to retain customers, protect their reputation, and operate efficiently across multiple locations. Yet many owners still treat what happens after the visit as an afterthought. This conversation focuses on why auto repair customer follow up has quietly become one of the most important growth levers in the industry and why ignoring it now comes at a real cost.


    Tim Winkeler explains how intentional communication, automation, and clean data change customer behavior without relying on discounts or constant promotions. The discussion highlights a growing gap between shops that deliver great service once and shops that stay connected consistently. For owners trying to improve retention, reduce no-shows, and build long-term trust, auto repair customer follow up is no longer optional.

    Here’s a glimpse of what you’ll learn:

    [01:03] Who is Tim Winkeler?

    [01:21] Discussion of repeat guest appearances and long-term industry relationships

    [08:09] Overview of VIP Tires & Service footprint and current store count

    [09:49] Decision to transition CRM and customer communication systems

    [10:34 ] Immediate impact of CRM change on Google reviews and customer engagement

    [14:07] Consolidating reputation management into a single platform

    [15:25] Challenges of CRM transitions and the importance of clean customer data

    [18:55] Integrating customer data with phone systems

    [20:44] Announcement of VIP Tires & Service approaching its 100th anniversary

    [22:24] Plans for customer and employee events tied to the centennial celebration

    [25:11] Why longevity and consistency matter to customers and employees

    [26:53] Emphasis on relationships as the foundation of auto repair service businesses

    Resources mentioned in this episode:

    • Tim Winkeler LinkedIn
    • VIP Tires & Service Website
    • Tread Partners
    • Gain Traction Podcast on YouTube
    • Gain Traction Podcast Website
    • Mike Edge on LinkedIn

    Quotable Moments:

    • “I can tell you that the month that we turned over all of our CRM, our five-star Google reviews tripled.”
    • “Our mission as a company is to earn a customer for life.”
    • “So much of the experience is teed up prior to the visit and also post visit.”
    • “Digitally, you have to be connected to your customers.”
    • “Our customers are looking for reliability, stability, and consistency.”

    Action Steps:

    1. Audit your current auto repair customer follow up process to identify where communication stops after the visit.
    2. Implement automated appointment reminders to reduce no-shows and improve vehicle count.
    3. Clean and consolidate customer data to avoid duplicate records and inconsistent messaging.
    4. Centralize reputation management so reviews, feedback, and responses live in one system.
    5. Treat auto repair customer follow up as a core operational function, not a marketing add-on.
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    30 m