{"version":"1.1.0","producer":"fm.getcarcurious","layer":"official","episode":{"title":"Deferred Work: The Most Overlooked Growth Opportunity in Auto Repair [RR 1101]","url":"http://getcarcurious.com/episodes/deferred-work-the-most-overlooked-growth-opportunity-in-auto-repair-rr-1101","audioUrl":"https://episodes.captivate.fm/episode/5f019e05-30f9-4ea0-86df-41ca5d06c637.mp3","description":"Thanks to our Partners, NAPA Auto Care and NAPA TRACS\n\nWatch Full Video Episode\nMost auto repair shops are sitting on a goldmine of untapped revenue without realizing it.\nIn this episode, Carm Capriotto welcomes Jimmy Alauria of 3A Automotive & Diesel Repair to discuss how deferred work can become one of your shop's most effective growth strategies. By pulling just two years of data from his shop's database, he discovered $3.3 million in potential revenue from deferred services. From better customer communication to smarter follow-up systems, Jimmy explains how to turn yesterday's declined repairs into tomorrow's repair orders.\nWhat You'll Learn\nWhy your customer database is one of your shop's most valuable assets.How deferred work can create significant new revenue without increasing car count.Why shops should schedule the next appointment before the customer leaves.While DVIs provide excellent transparency, their primary goal should be to educate the customer and help them plan, rather than to force an immediate $5,000 repair order. Jimmy notes that customers decline work not necessarily because they lack trust, but because they need time to budgeHow categorizing repairs by safety, reliability, maintenance, and appearance improves customer understanding.Understanding the customer's personal \"car goals,\" whether they love the car and want to avoid a new car payment, or they hate the car and want to trade it in, is also critical to framing recommendations effectively.The shortcomings of traditional CRM follow-up systems and how AI can improve communication.How AI helps prioritize repairs and translates technical repair language into customer-friendly messaging that drives response.\nDeferred work isn't lost business; it's future opportunity. By building better follow-up processes, educating customers, and using technology to communicate more effectively, shops can strengthen relationships, improve customer retention, and unlock substantial revenue already waiting in their database.\n\nJimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ. Jimmy’s previous episodes HERE\n\nLearn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://remarkableresultsradiopodcast.captivate.fm/napaautocare  \nNAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/\nConnect with the Podcast:\n\nDownload and Listen on Our Mobile App:https://automotiverepairpodcastnetwork.com/app/Visit the Website:https://remarkableresults.biz/Subscribe on YouTube:https://www.youtube.com/carmcapriottoFollow on Facebook:https://www.facebook.com/RemarkableResultsRadioPodcast/Follow on LinkedIn:https://www.linkedin.com/in/carmcapriotto/Follow on Instagram:https://www.instagram.com/remarkableresultsradiopodcast/Join Our Virtual Toastmasters Club:https://remarkableresults.biz/toastmastersJoin Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976Join our Insider List:https://remarkableresults.biz/insiderAll books mentioned on our podcasts:https://remarkableresults.biz/booksOur Classroom page for personal or team learning:https://remarkableresults.biz/classroomSpecial episode collections:https://remarkableresults.biz/collectionsBuy Me a Coffee:https://www.buymeacoffee.com/carm\nThe Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/\nRemarkable Results Radio Podcastwith Carm Capriotto:Facilitating Wisdom Through Story Telling and Open Discussion.https://remarkableresults.biz/Diagnosing the Aftermarket A to Z:From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.https://mattfanslow.captivate.fm/Business by the Numbers: Understand the Numbers of Your Business with CPA Hunt Demarest.https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.https://autorepairmarketing.captivate.fm/The Weekly Blitz: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.https://chriscotton.captivate.fm/Speak Up! Effective Communication: Develop Interpersonal and Professional Communication Skills with Craig O'Neill.https://craigoneill.captivate.fm\n \n\n \n\n \n\n \n\n \n\n \n\n \n\n \n\n \n\n\n\n \n\n \n\n \n\n \n\n \n\n \n\n \n\n \n\n \n\n \n\n \n\n \n\n "},"annotations":[{"id":508581,"startTime":79.24,"endTime":83.58,"type":"car","title":"Chevrolet Trax","url":"/cars/chevrolet/trax","image":"https://upload.wikimedia.org/wikipedia/commons/b/ba/0_Chevrolet_Trax.jpg","quote":"...op. So it's your choice. Let us prove to you that Trax is the single best shop management system in the ...","canonicalId":"car:chevrolet:trax","priority":0.5,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Chevrolet Trax is a compact crossover SUV designed for everyday driving, offering a practical size and easy maneuverability. It’s often discussed in marketing and sales contexts because it targets shoppers who want an affordable, low-stress vehicle for commuting and errands. In a podcast, it may come up as a “best fit” option for people comparing what to buy.","simplifiedExplanation":"The Chevrolet Trax is a small SUV made for regular daily driving. It’s meant to be easy to park and drive, especially in city or suburban traffic. People talk about it because it’s a common choice for buyers looking for a practical vehicle.","imageAttribution":"Benespit (CC BY-SA 4.0)","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:0_Chevrolet_Trax.jpg","sourceStartTime":79.24,"sourceEndTime":83.58}},{"id":508582,"startTime":162.18,"endTime":176.1,"type":"term","title":"no air conditioning","url":"/glossary/no-air-conditioning","quote":"that don't have good cold air conditioning. So Jimmy, listen, I got this thing said at 64 and\nit feels warm. We had one coming the other day.","canonicalId":"term:cold-air-conditioning","priority":0.55,"confidence":0.62,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The phrase refers to how well a vehicle’s air conditioning system cools the cabin. In practice, “cold” AC depends on refrigerant charge, compressor operation, airflow, and heat soak from sitting in the sun.","simplifiedExplanation":"They’re talking about how strongly the car’s AC cools the inside. If the car has been sitting in the sun, it can take a while to cool down, even if the AC is working normally.","sourceStartTime":162.18,"sourceEndTime":176.1}},{"id":508583,"startTime":191.7,"endTime":203.6,"type":"concept","title":"declined work","url":"/glossary/declined-work","quote":"declined or we can call it deferred. And I do believe there's an interesting dichotomy between\nthose two words where decline means never deferred means later.","canonicalId":"concept:declined-work","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Declined work refers to recommended repairs that the customer does not approve. In the context of the episode, it’s contrasted with deferred work to highlight different sales and communication outcomes.","simplifiedExplanation":"Declined work means the shop recommends repairs, and the customer says no for now—or possibly permanently. The key point is that it doesn’t get authorized.","sourceStartTime":191.7,"sourceEndTime":203.6}},{"id":508584,"startTime":216.1,"endTime":225.5,"type":"term","title":"DVI","url":"/glossary/dvi","quote":"So are we widely underusing this whole information we get from our DVIs?\nOh, 100%. The digital inspections are amazing.","canonicalId":"term:dvis","priority":0.62,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"DVIs is shorthand for digital vehicle inspections—an inspection process delivered with digital documentation. It typically pairs technician findings with customer-facing reporting to improve understanding and approval rates.","simplifiedExplanation":"DVIs means digital vehicle inspections. It’s the shop’s way of documenting what they see on your car using digital tools so you can review it.","sourceStartTime":216.1,"sourceEndTime":225.5}},{"id":508585,"startTime":216.1,"endTime":232.7,"type":"term","title":"digital inspections","url":"/glossary/digital-inspections","quote":"So are we widely underusing this whole information we get from our DVIs?\nOh, 100%. The digital inspections are amazing.","canonicalId":"term:digital-inspections","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Digital inspections are inspection workflows where technicians capture photos/video and measurements, then present them to the customer in a structured report. The goal is to make findings transparent and easier for customers to understand before approving repairs.","simplifiedExplanation":"A digital inspection is when the shop uses photos or video to show you what they found on your car. Instead of just telling you, they show proof so you can decide what to do.","sourceStartTime":216.1,"sourceEndTime":232.7}},{"id":508586,"startTime":244.4,"endTime":256.9,"type":"concept","title":"full vehicle inspection","url":"/glossary/full-vehicle-inspection","quote":"you're doing a full vehicle inspection and you're not doing a full vehicle inspection to have a\n$5,000 average RO. You're doing a full vehicle inspection to educate the customer.","canonicalId":"concept:full-vehicle-inspection","priority":0.52,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A full vehicle inspection is a comprehensive diagnostic and condition assessment across multiple systems, not just a single complaint. The episode argues it should be used primarily to educate the customer, not only to chase immediate repair authorization.","simplifiedExplanation":"A full vehicle inspection means the shop checks more than just the one problem you mentioned. In this discussion, they’re saying it should help you understand what your car needs and why.","sourceStartTime":244.4,"sourceEndTime":256.9}},{"id":508587,"startTime":262.4,"endTime":267.3,"type":"term","title":"red items","url":"/glossary/red-items","quote":"But then there's all these other items that they could be red items that they really should\ndo right now, but they can't afford it or they don't have time.","canonicalId":"term:red-items","priority":0.58,"confidence":0.84,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Red items” are inspection findings categorized as urgent—repairs that are recommended to be done right away due to safety or immediate risk. The episode uses the color-coding to explain how shops prioritize customer decisions.","simplifiedExplanation":"“Red items” are the most urgent problems the inspection finds. They’re the things the shop thinks you should handle first.","sourceStartTime":262.4,"sourceEndTime":267.3}},{"id":508588,"startTime":267.3,"endTime":271.0,"type":"term","title":"yellow items","url":"/glossary/yellow-items","quote":"And then there's the yellow\nitems that let's keep an eye on this stuff or this is what's upcoming.","canonicalId":"term:yellow-items","priority":0.55,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Yellow items” are inspection findings categorized as important but not immediately urgent. They’re typically framed as items to monitor or plan for soon, rather than requiring same-day action.","simplifiedExplanation":"“Yellow items” are problems that matter, but they’re not the most urgent. The shop usually wants you to watch them and plan for them later.","sourceStartTime":267.3,"sourceEndTime":271.0}},{"id":508589,"startTime":489.9,"endTime":494.8,"type":"term","title":"preventative maintenance","url":"/glossary/preventative-maintenance","quote":"We've created this environment where we are\nlike just in time, like we can service things fast, especially the preventative maintenance\nstuff.","canonicalId":"term:preventative-maintenance","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Preventative maintenance is scheduled service done before a failure happens—like fluid services, inspections, and replacing wear items. In a shop context, it’s often tied to keeping vehicles reliable and avoiding bigger, more expensive repairs later.","simplifiedExplanation":"Preventative maintenance means fixing or checking things before they break. The goal is to keep the car running well and avoid surprise, expensive repairs.","sourceStartTime":489.9,"sourceEndTime":494.8}},{"id":508590,"startTime":549.5,"endTime":554.1,"type":"term","title":"green","url":"/glossary/green","quote":"They know the drill of, Okay, they're going to see some red, they're going to see some yellow, they're going to see some green. I've surveyed people, like what do you want from your\nauto repair shop?","canonicalId":"term:green","priority":0.6,"confidence":0.68,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In color-coded inspection reports, “green” generally means low priority—items that are okay for now or can be monitored. The speaker’s broader point is that customers need consistent definitions for each color to avoid confusion.","simplifiedExplanation":"“Green” usually means the issue is low priority. The car is okay for now, and the shop may just recommend keeping an eye on it.","sourceStartTime":549.5,"sourceEndTime":554.1}},{"id":508591,"startTime":615.1,"endTime":621.3,"type":"part","title":"cracked bushing on a control arm","quote":"Because if somebody takes my red to another shop, and we've got a cracked\nbushing on a control arm, they're going to blow me out of the water and make me look like the\nbiggest criminal in town.","canonicalId":"part:cracked-bushing-on-a-control-arm","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A bushing on a control arm is a rubber (or elastomer) mounting that lets the suspension move while keeping the wheel aligned. If the bushing is cracked, the control arm can shift more than it should, which can change steering feel and tire wear. If it’s bad enough, it can also lead to suspension or steering issues.","simplifiedExplanation":"The control arm is part of your suspension that holds the wheel in place. The bushing is like a flexible cushion that helps it move smoothly. If that cushion is cracked, the wheel can start moving out of alignment and handling can get worse.","sourceStartTime":615.1,"sourceEndTime":621.3}},{"id":508592,"startTime":725.3,"endTime":732.4,"type":"concept","title":"risk in the near future","url":"/glossary/risk-in-the-near-future","quote":"this is a high risk instead of if it's a, if it's a red, I loved you says, what is red,\nred for us is a risk in the near future that this could get maybe the crack can get worse.","canonicalId":"concept:risk-in-the-near-future","priority":0.65,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The host is describing a risk-based inspection standard: the color label should reflect the probability that a condition will worsen soon and create safety or drivability problems. Here, “red” is defined as a risk in the near future—like a crack that could get worse—rather than just the presence of damage. This frames deferred work as a decision that depends on risk, not just symptoms.","simplifiedExplanation":"This is about deciding how urgent a repair is based on what’s likely to happen next. If a small problem could turn into a bigger one soon, that’s higher risk. The host is saying the shop should label it based on that near-term risk, not just “it’s cracked.”","sourceStartTime":725.3,"sourceEndTime":732.4}},{"id":508593,"startTime":755.2,"endTime":760.0,"type":"term","title":"battery is testing low","quote":"[755.2s] I don't know, it's testing low, it's but the car still starting. Customer could argue, well, it\n[760.0s] starts.","canonicalId":"term:battery-is-testing-low","priority":0.55,"confidence":0.62,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker is talking about a battery that fails a diagnostic test (often based on voltage or load/health readings) but may still start the car. In practice, “testing low” is a risk signal: the battery can fail later even if it starts right now.","simplifiedExplanation":"They’re saying the car’s battery doesn’t test as healthy as it should. Even if the car starts today, a weak battery can still fail later, so it’s something to plan for.","sourceStartTime":755.2,"sourceEndTime":760.0}},{"id":508594,"startTime":803.5,"endTime":812.1,"type":"term","title":"safety issue","url":"/glossary/safety-issue","quote":"[803.5s] I find that if you look at that and you go, okay, well, we have a safety issue here,\n[807.2s] brakes are metal to metal. That's a safety issue.","canonicalId":"term:safety-issue","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “safety issue” is a repair concern that could directly endanger the driver, passengers, or other road users. The speaker uses brakes as the example, framing it as an immediate risk rather than a convenience or long-term wear problem.","simplifiedExplanation":"A “safety issue” is a problem that could put people in danger while driving. It’s the kind of repair you prioritize because it affects whether the car can be used safely.","sourceStartTime":803.5,"sourceEndTime":812.1}},{"id":508595,"startTime":807.2,"endTime":812.1,"type":"term","title":"brakes are metal to metal","url":"/glossary/brakes-are-metal-to-metal","quote":"[807.2s] brakes are metal to metal. That's a safety issue. It's a safety for that person and anybody that's\n[812.1s] around them, you know, on the roads.","canonicalId":"term:brakes-are-metal-to-metal","priority":0.75,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Metal to metal” describes brake pads that have worn down so far that the pad material is gone and metal components contact the rotor. This usually means reduced braking performance and accelerated rotor damage, making it a high-priority safety repair.","simplifiedExplanation":"It means the brake pads are worn out and the metal parts are scraping the brake rotor. That’s dangerous and can also damage the expensive brake parts.","sourceStartTime":807.2,"sourceEndTime":812.1}},{"id":508596,"startTime":820.0,"endTime":829.0,"type":"term","title":"radiator","url":"/glossary/radiator","quote":"[820.0s] old grandma here. And she drives across town to go to church. And she's got a seat on the radiator.\n[829.0s] It's not leaking, it's not dripping, but we can see it's crusty, 10 year old hoses.","canonicalId":"term:radiator","priority":0.6,"confidence":0.55,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The radiator is the engine’s heat exchanger that removes heat from the coolant before it returns to the engine. The speaker’s example uses radiator hoses to illustrate how an aging cooling system can be a reliability concern even if it isn’t leaking yet.","simplifiedExplanation":"The radiator helps keep the engine from overheating by cooling the hot fluid coming from the engine. If the hoses around it are old, the cooling system can fail even if it seems okay right now.","sourceStartTime":820.0,"sourceEndTime":829.0}},{"id":508597,"startTime":829.0,"endTime":834.3,"type":"term","title":"10 year old hoses","url":"/glossary/10-year-old-hoses","quote":"[829.0s] It's not leaking, it's not dripping, but we can see it's crusty, 10 year old hoses.\n[834.3s] What do we do? Is that a safety or a reliability issue?","canonicalId":"term:10-year-old-hoses","priority":0.65,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Aged coolant hoses can become brittle and develop cracks or weak spots over time. Even if they aren’t leaking today, “crusty” hoses are a reliability risk because they can fail suddenly, leading to overheating or a roadside breakdown.","simplifiedExplanation":"Old coolant hoses can get hard and crack. Even if they aren’t leaking right now, they can fail later and cause the car to overheat or leave you stranded.","sourceStartTime":829.0,"sourceEndTime":834.3}},{"id":508598,"startTime":900.5,"endTime":913.2,"type":"term","title":"struts","url":"/glossary/struts","quote":"vehicle and their struts are shot and they have to break at 60 miles an hour over some choppy road, that could be a safety issue.","canonicalId":"term:struts","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Struts are suspension components that help control ride height and steering stability, and they also support the vehicle’s weight. When struts are worn (“shot”), the suspension can’t absorb bumps as well, which can reduce tire contact with the road and increase braking risk on rough surfaces.","simplifiedExplanation":"Struts are parts of the suspension that help your car handle bumps and stay stable. If they’re worn out, the wheels can lose grip more easily, which can make stopping take longer—especially on rough roads.","sourceStartTime":900.5,"sourceEndTime":913.2}},{"id":508599,"startTime":908.0,"endTime":913.2,"type":"term","title":"stopping distance","url":"/glossary/stopping-distance","quote":"They will lose stopping distance for sure. Remember the old days, Monroe said 50,000 miles, you got to take a serious look at your ride control?","canonicalId":"term:stopping-distance","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Stopping distance is the total distance a vehicle travels from the moment the driver initiates braking until the car comes to a complete stop. The episode ties it to suspension condition because worn components can worsen tire grip and braking effectiveness, especially over choppy road surfaces.","simplifiedExplanation":"Stopping distance is how far your car travels before it fully stops after you hit the brakes. If the tires don’t grip well because of worn suspension parts, your car may need more distance to stop safely.","sourceStartTime":908.0,"sourceEndTime":913.2}},{"id":508600,"startTime":913.2,"endTime":919.2,"type":"term","title":"ride control","url":"/glossary/ride-control","quote":"Remember the old days, Monroe said 50,000 miles, you got to take a serious look at your ride control? How many people are doing that today?","canonicalId":"term:ride-control","priority":0.45,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Ride control refers to how a vehicle’s suspension manages body motion—how it keeps the tires planted and controls bounce and pitch over uneven roads. The speaker suggests checking ride control at recommended intervals because worn suspension parts can compromise safety.","simplifiedExplanation":"Ride control is how your suspension keeps the tires in contact with the road and keeps the car from bouncing too much. If it’s not working right, the car can feel unstable and stop less effectively.","sourceStartTime":913.2,"sourceEndTime":919.2}},{"id":508601,"startTime":939.5,"endTime":944.4,"type":"term","title":"tire needs to stay, keep contact with the road","quote":"I don't know if it's years ago or they still have it today. I haven't seen you being able to see the choppiness and the whole concept of that tire needs to stay, keep contact with the road.","canonicalId":"term:tire-needs-to-stay-keep-contact-with-the-road","priority":0.5,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Tire contact with the road means the tire’s tread is maintaining grip on the pavement rather than bouncing or skidding over bumps. The speaker connects this to suspension condition: if the suspension is worn, the tire can lose contact, which hurts braking and overall safety.","simplifiedExplanation":"This is about whether the tire stays firmly on the road surface. If the suspension is worn and the tire can’t stay planted, the car can lose grip and take longer to stop.","sourceStartTime":939.5,"sourceEndTime":944.4}},{"id":508602,"startTime":973.9,"endTime":979.4,"type":"term","title":"SEO","url":"/glossary/seo","quote":"I don't believe people have a clue what any system does on their vehicle today. And it's our job to help them understand it. Why go to Google to find out something about your vehicle when you could look that person in the eye... so having your own information about it, because I mean, every, every shop owner... you want to look for SEO and, you know, social media","canonicalId":"term:seo","priority":0.25,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"SEO (search engine optimization) is the practice of improving a website so it ranks higher in search results for relevant queries. In the episode, it’s mentioned in the context of shops needing to be credible sources of vehicle information that customers can find online.","simplifiedExplanation":"SEO is how you make a website show up when people search on Google. The point here is that shops need to be seen as a trustworthy source of car information online.","sourceStartTime":973.9,"sourceEndTime":979.4}},{"id":508603,"startTime":973.9,"endTime":979.4,"type":"term","title":"social media","url":"/glossary/social-media","quote":"so having your own information about it, because I mean, every, every shop owner... you want to look for SEO and, you know, social media and things like that is who are the experts?","canonicalId":"term:social-media","priority":0.25,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Social media refers to online platforms where businesses and individuals publish content and interact with audiences. The speaker brings it up alongside SEO as part of how customers find “authority” information about vehicle systems.","simplifiedExplanation":"Social media is where people post and share information online (like videos, posts, and comments). The episode mentions it as another way customers look for car-related info.","sourceStartTime":973.9,"sourceEndTime":979.4}},{"id":508604,"startTime":1005.1,"endTime":1009.1,"type":"topic","title":"technician shortage","url":"/glossary/technician-shortage","quote":"It's no secret the automotive industry is facing a technician shortage, but Napa Auto Care is stepped up with a powerful solution, the Napa Auto Care Apprentice Program","canonicalId":"topic:technician-shortage","priority":0.35,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The episode discusses the automotive industry’s technician shortage—fewer trained technicians available to service vehicles. This sets up the later mention of a training program aimed at growing the next generation of techs.","simplifiedExplanation":"The show is talking about a shortage of trained car technicians. That means shops can struggle to find enough people to do the work.","sourceStartTime":1005.1,"sourceEndTime":1009.1}},{"id":508605,"startTime":1056.9,"endTime":1070.4,"type":"term","title":"ASC certifications","url":"/glossary/asc-certifications","quote":"Apprentices move at their own pace, typically completing the program within two years. Graduates earn four ASC certifications, the G1, A4, A5 and air conditioning and are officially registered with the Department of Labor as journey workers automotive technicians.","canonicalId":"term:asc-certifications","priority":0.6,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“ASC certifications” refers to standardized credentials used in automotive training programs. In the segment, the host lists specific certification codes (G1, A4, A5, and air conditioning) that apprentices earn as part of the curriculum.","simplifiedExplanation":"“ASC certifications” are official training credentials apprentices earn. The speaker lists the specific certification areas apprentices can complete in the program.","sourceStartTime":1056.9,"sourceEndTime":1070.4}},{"id":508606,"startTime":1056.9,"endTime":1070.4,"type":"term","title":"air conditioning (AC)","url":"/glossary/air-conditioning-ac","quote":"Graduates earn four ASC certifications, the G1, A4, A5 and air conditioning and are officially registered with the Department of Labor as journey workers automotive technicians.","canonicalId":"term:air-conditioning","priority":0.45,"confidence":0.62,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In this context, “air conditioning” refers to automotive HVAC (heating, ventilation, and air conditioning) work. The speaker is saying apprentices can earn certifications that cover servicing that system, not just general mechanical repairs.","simplifiedExplanation":"Here, “air conditioning” means the car’s climate system—how it heats and cools the cabin. The program includes training and certification for working on that system.","sourceStartTime":1056.9,"sourceEndTime":1070.4}},{"id":508607,"startTime":1063.9,"endTime":1075.6,"type":"term","title":"journey workers automotive technicians","quote":"Graduates earn four ASC certifications, the G1, A4, A5 and air conditioning and are officially registered with the Department of Labor as journey workers automotive technicians. And here's the business benefit, as apprentices gain skills they generate billable hours, often boosting shop profits as early as stage five.","canonicalId":"term:journey-workers-automotive-technicians","priority":0.55,"confidence":0.66,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Journey workers automotive technicians” is a formal status used for fully trained, skilled technicians in an apprenticeship framework. The speaker says graduates are officially registered with the Department of Labor under this journey worker category.","simplifiedExplanation":"This phrase means the technicians reach a fully trained, skilled level through an apprenticeship. The host is saying the program registers graduates as official “journey worker” technicians with the government.","sourceStartTime":1063.9,"sourceEndTime":1075.6}},{"id":508608,"startTime":1112.6,"endTime":1162.8,"type":"term","title":"Napa Tracks","url":"/glossary/napa-tracks","quote":"Let's face it, your shop management system is the single most important tool in your shop, period. Napa Tracks was built from the ground up to make your business more profitable and efficient. We provide an extensive set of tools to increase and track profitability in real time.","canonicalId":"term:napa-tracks","priority":0.7,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Napa Tracks” is a shop management system aimed at auto repair businesses. The segment frames it as a tool for tracking and improving profitability in real time, plus training and support for shop staff.","simplifiedExplanation":"“Napa Tracks” is software for auto repair shops. It helps manage the business day-to-day and track things that affect profit, while also offering training and support.","sourceStartTime":1112.6,"sourceEndTime":1162.8}},{"id":508609,"startTime":1344.9,"endTime":1363.0,"type":"term","title":"declined service","url":"/glossary/declined-service","quote":"And there's no other follow up on that recommendation or that declined service. ... If they haven't done their decline service, it's still in the system and it will send another reminder.","canonicalId":"term:declined-service","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Declined service” refers to work a customer was offered in an estimate but chose not to approve. Tracking it matters because those customers are often still reachable later if the shop follows up with the right priority and details.","simplifiedExplanation":"“Declined service” means the shop recommended repairs, but the customer said no. The episode is about how to follow up later instead of letting those opportunities disappear.","sourceStartTime":1344.9,"sourceEndTime":1363.0}},{"id":508610,"startTime":1386.8,"endTime":1393.5,"type":"term","title":"garbage in, garbage out","url":"/glossary/garbage-in-garbage-out","quote":"That's kind of the garbage in, garbage out. If the service advisors aren't prioritizing, let's just say they have four decline services.","canonicalId":"term:garbage-in-garbage-out","priority":0.35,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Garbage in, garbage out” means poor-quality inputs lead to poor-quality outputs. Here, it’s applied to CRM follow-ups: if service advisors don’t prioritize correctly or the recommendations aren’t presented clearly, the follow-up system won’t produce good results.","simplifiedExplanation":"This phrase means if you start with bad information, you’ll get bad results. The host is saying the shop’s follow-up system only works well if the recommendations are prioritized and entered correctly.","sourceStartTime":1386.8,"sourceEndTime":1393.5}},{"id":508611,"startTime":1426.9,"endTime":1436.0,"type":"term","title":"Mitchell system","url":"/glossary/mitchell-system","quote":"when we went to, from our original Mitchell system over to a cloud based system was that we used to have to type in what the recommendations were.","canonicalId":"term:mitchell-system","priority":0.45,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Mitchell system refers to Mitchell1, a widely used automotive estimating and repair information platform. Shops use it to generate estimates and pull vehicle-specific repair data, which then flows into their repair orders.","simplifiedExplanation":"The Mitchell system is software shops use to look up repair information and help write estimates for specific cars. It’s part of how the shop turns diagnosis into a written repair plan.","sourceStartTime":1426.9,"sourceEndTime":1436.0}},{"id":508612,"startTime":1433.0,"endTime":1440.8,"type":"term","title":"cloud-based ecosystem","url":"/glossary/cloud-based-ecosystem","quote":"when we went to, from our original Mitchell system over to a cloud based system was that we used to have to type in what the recommendations were.","canonicalId":"term:cloud-based-system","priority":0.4,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A cloud-based system is software hosted on the internet rather than installed locally on a shop’s computers. In repair businesses, moving to cloud tools can change how estimates, recommendations, and follow-ups are stored and accessed.","sourceStartTime":1433.0,"sourceEndTime":1440.8}},{"id":508613,"startTime":1458.2,"endTime":1464.3,"type":"term","title":"RO's","url":"/glossary/ro-s","quote":"So we weren't using these technical terms that are coming out of Mitchell or all data that are being pulled into the ROs as part of the estimate.","canonicalId":"term:ros","priority":0.5,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"ROs usually means repair orders—documents that authorize and track the work performed on a vehicle. The episode mentions technical terms being pulled into ROs as part of the estimate process.","simplifiedExplanation":"ROs are repair orders, basically the official paperwork that lists what work the shop is doing on a car. They’re where the estimate details get turned into the job being performed.","sourceStartTime":1458.2,"sourceEndTime":1464.3}},{"id":508614,"startTime":1464.3,"endTime":1468.54,"type":"term","title":"rack and pinion steering","url":"/glossary/rack-and-pinion-steering","quote":"So look, you asked 90% of the people out there what a rack and pinion steering gear is.","canonicalId":"term:rack-and-pinion-steering-gear","priority":0.7,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A rack and pinion steering gear is the steering mechanism that converts the steering wheel’s rotation into side-to-side movement. It uses a “rack” and “pinion” gear set to move the tie rods, which then steer the wheels.","simplifiedExplanation":"Rack and pinion is the main steering mechanism in many cars. Turning the steering wheel moves a gear system that pushes the steering linkage to turn the wheels.","sourceStartTime":1464.3,"sourceEndTime":1468.54}},{"id":508615,"startTime":1469.44,"endTime":1474.0,"type":"term","title":"CV boot","url":"/glossary/cv-boot","quote":"[1469.4s] They have no idea. idea what that means. They don't have an idea what a CV boot is.\n[1477.9s] Or a DVI or an ADAS or keep going down the list.","canonicalId":"term:cv-boot","priority":0.55,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A CV boot is the rubber cover that protects a constant-velocity (CV) joint on a front- or all-wheel-drive axle. It keeps grease inside and blocks dirt and water; when it tears, the joint can wear out quickly.","simplifiedExplanation":"A CV boot is a rubber cover on the axle that keeps the joint greased and protected. If it cracks or splits, dirt gets in and the joint can start failing sooner.","sourceStartTime":1469.44,"sourceEndTime":1474.0}},{"id":508616,"startTime":1477.9,"endTime":1480.5,"type":"term","title":"ADAS","url":"/glossary/adas","quote":"[1477.9s] Or a DVI or an ADAS or keep going down the list.\n[1483.1s] Right. So now I've originally figured out how to pull the recommendations out.","canonicalId":"term:adas","priority":0.35,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"ADAS stands for advanced driver-assistance systems—features that use sensors and cameras to help with tasks like collision avoidance, lane keeping, and adaptive cruise control. In repair context, ADAS calibration or component replacement is often required after certain work.","simplifiedExplanation":"ADAS means driver-assistance technology in the car, like systems that help you stay in your lane or avoid crashes. After some repairs, the car may need re-calibration so those features work correctly.","sourceStartTime":1477.9,"sourceEndTime":1480.5}},{"id":508617,"startTime":1506.2,"endTime":1510.0,"type":"concept","title":"labor guides","url":"/glossary/labor-guides","quote":"[1506.2s] they're coming out of the labor guides and it's confusing the customers.\n[1511.4s] So now what I'm doing is I'm pulling those lists. I'm having AI sort them for me.","canonicalId":"concept:labor-guides","priority":0.6,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Labor guides are standardized time estimates used by repair shops and parts/service systems to determine how long a job should take. They’re often used to generate customer-facing explanations and pricing, but the wording can confuse customers if it’s too technical.","simplifiedExplanation":"Labor guides are reference charts that estimate how many hours a repair should take. Shops use them to plan work and explain jobs to customers, but the descriptions can be hard to understand.","sourceStartTime":1506.2,"sourceEndTime":1510.0}},{"id":508618,"startTime":1517.8,"endTime":1528.0,"type":"term","title":"safety, reliability and maintenance","url":"/glossary/safety-reliability-and-maintenance","quote":"[1517.8s] I've got a tool in one of my AI tools that what it does is it'll go through and it'll move them\n[1523.5s] around as to safety, reliability and maintenance. And it puts them in customer ease.","canonicalId":"term:safety-reliability-and-maintenance","priority":0.5,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This is a common way shops categorize service recommendations by urgency and impact. Safety items are typically prioritized first, while reliability and maintenance items are grouped to help customers understand what matters now versus later.","simplifiedExplanation":"Shops often sort repair recommendations into categories like safety, reliability, and maintenance. The goal is to help customers see what needs attention immediately versus what can be planned.","sourceStartTime":1517.8,"sourceEndTime":1528.0}},{"id":508619,"startTime":1622.7,"endTime":1627.5,"type":"term","title":"CRM","url":"/glossary/crm","quote":"[1622.7s] I've talked to Mike, he partners with some of the CRM companies, is what he does. He hasn't built\n[1627.5s] his own CRM, but he understand, him and I had this conversation, right?","canonicalId":"term:crm","priority":0.55,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"CRM stands for Customer Relationship Management. In auto repair, it’s software that tracks customer contact info, service history, and follow-ups so shops can communicate consistently after visits.","simplifiedExplanation":"CRM is software that helps a shop keep track of customers. It can remind the shop to follow up and store what work the customer had done.","sourceStartTime":1622.7,"sourceEndTime":1627.5}},{"id":508620,"startTime":1633.9,"endTime":1662.4,"type":"concept","title":"customer communication","url":"/glossary/customer-communication","quote":"[1633.9s] Some of them do more than others. The one that he works with, I believe we've used them before,\n[1640.7s] it will do a little bit. But again, it's not sorting the information. It's not breaking it down\n[1648.2s] so that the customer can understand it.","canonicalId":"concept:customer-communication","priority":0.45,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Customer communication here refers to how the shop’s systems present service recommendations and follow-ups to the customer. The host criticizes CRMs that send reminders but don’t organize information in a way customers can understand.","simplifiedExplanation":"This is about how the shop talks to the customer—especially explaining what needs to be done and when. The point is that reminders alone aren’t enough if the customer can’t clearly understand the message.","sourceStartTime":1633.9,"sourceEndTime":1662.4}},{"id":508621,"startTime":1666.3,"endTime":1676.8,"type":"term","title":"oil change","url":"/glossary/oil-change","quote":"[1662.4s] going to forget about it. The customer's going to forget about it. And then they go to someplace\n[1666.3s] else while they're out of town and they get an oil change. And the person says, hey,\n[1672.4s] your brakes are really close here.","canonicalId":"term:oil-change","priority":0.35,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An oil change is routine maintenance where the engine oil (and often the oil filter) is replaced to keep the engine lubricated and clean. In the segment, it’s used as an example of how a customer can miss an earlier recommended job and then get serviced elsewhere.","simplifiedExplanation":"An oil change is when the shop replaces the engine oil. It’s a common service, and the story is showing how missed recommendations can get delayed until the next visit.","sourceStartTime":1666.3,"sourceEndTime":1676.8}},{"id":508622,"startTime":1735.4,"endTime":1747.3,"type":"term","title":"shop management software","url":"/glossary/shop-management-software","quote":"[1730.2s] Yeah, right. And that's the thing, like right now. So I've got a friend who now who is building\n[1735.4s] software that he just recently got his connection to his shop management software so he can pull\n[1741.2s] the data.","canonicalId":"term:shop-management-software","priority":0.4,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Shop management software is the system auto repair shops use to run day-to-day operations like estimating, work orders, scheduling, and invoicing. The segment emphasizes that connecting CRM to this software matters because it lets the CRM pull accurate service and customer data.","sourceStartTime":1735.4,"sourceEndTime":1747.3}},{"id":508623,"startTime":1964.5,"endTime":2007.2,"type":"concept","title":"deferred maintenance","url":"/glossary/deferred-maintenance","quote":"you tell me I can't find $5,000 worth of work on a vehicle that has 200,000 miles on it and it's 15 years old. So the point is, is that going over that with them and not scaring them, but going over it with them and saying, okay, here's what we found... These are the things that I'm going to recommend over the next year or six months","canonicalId":"concept:deferred-maintenance","priority":0.7,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Deferred maintenance is when a repair or service is postponed, often because the customer doesn’t want to pay immediately. In auto repair, the risk is that small issues can worsen over time, turning a manageable job into a larger, more expensive one later.","simplifiedExplanation":"Deferred maintenance means putting off car repairs or service. The danger is that what could have been a simple fix can turn into a bigger problem if you wait too long.","sourceStartTime":1964.5,"sourceEndTime":2007.2}},{"id":508624,"startTime":1989.9,"endTime":2000.0,"type":"term","title":"transmission fluid","url":"/glossary/transmission-fluid","quote":"This transmission fluid is pretty dark. You don't have to do it now, but you could, right?","canonicalId":"term:transmission-fluid","priority":0.55,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Transmission fluid is the lubricant and hydraulic fluid used by an automatic (and some manual) transmissions to reduce wear and help move power through the gearbox. When it looks very dark, it can be a sign the fluid is old or contaminated, which may affect shifting and long-term durability.","simplifiedExplanation":"Transmission fluid is the oil that helps your car’s transmission work smoothly. If it’s dark, it often means it’s been in there a long time or isn’t doing its job as well anymore.","sourceStartTime":1989.9,"sourceEndTime":2000.0}},{"id":508625,"startTime":2284.0,"endTime":2289.0,"type":"concept","title":"false","quote":"if you're not scrutinizing the answer and digging a little deeper because you don't know what to ask, you're going to get some false. Yeah. We had a complaint on a six diesel that was in the shop.","canonicalId":"concept:false","priority":0.4,"confidence":0.52,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In this context, “false” refers to incorrect technical guidance that can sound plausible but doesn’t match the real vehicle or repair situation. The host is emphasizing that AI answers must be verified against the actual system and known vehicle details.","simplifiedExplanation":"Here, “false” means wrong information that can still sound confident. The point is that you can’t just trust an AI answer—you have to check it against what’s really going on with the car.","sourceStartTime":2284.0,"sourceEndTime":2289.0}},{"id":508626,"startTime":2288.9,"endTime":2312.0,"type":"term","title":"glow plugs","url":"/glossary/glow-plugs","quote":"We had a complaint on a six diesel that was in the shop. And I was trying to respond to this person and figure it out. [2298.1s] It was an issue with the glow plugs.","canonicalId":"term:glow-plugs","priority":0.55,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Glow plugs are small heating elements used on diesel engines to warm the combustion chambers before starting. They help diesel fuel ignite reliably, especially when the engine is cold.","simplifiedExplanation":"Glow plugs are parts on a diesel engine that help it start. They heat things up so the fuel can ignite more easily, especially when it’s cold.","sourceStartTime":2288.9,"sourceEndTime":2312.0}},{"id":508627,"startTime":2540.0,"endTime":2549.0,"type":"concept","title":"pre-ordered parts","url":"/glossary/pre-ordered-parts","quote":"you got somebody who's on the schedule for, you know, $2,000 worth of\nrecommendations that the parts are pre-ordered. The technician knows it's coming in. Everything's\nready to go.","canonicalId":"concept:pre-ordered-parts","priority":0.45,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Pre-ordered parts are components the shop buys or reserves before the customer’s approval/appointment so the repair can start immediately when the car comes back. In this segment, it’s presented as a way to reduce downtime and improve technician and customer buy-in.","simplifiedExplanation":"Pre-ordered parts means the shop gets the needed parts ahead of time. That way, when the car is scheduled for the repair, the shop can do the work without waiting on parts.","sourceStartTime":2540.0,"sourceEndTime":2549.0}},{"id":508628,"startTime":2572.5,"endTime":2584.0,"type":"concept","title":"follow-up and follow-through","url":"/glossary/follow-up-and-follow-through","quote":"but they've got\nfull-time people working on this. Scheduling, deferred work, followed through. How was your\nappointment last week? Phones, texting, all of those tools available to them, and they're just\ndoing fantastic with the follow-up and follow-through.","canonicalId":"concept:follow-up-and-follow-through","priority":0.35,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Follow-up and follow-through describe the shop process of contacting customers after an inspection and ensuring the promised next steps actually happen (appointments booked, parts ordered, work completed). The episode contrasts shops that do this well versus those that don’t, tying it to better conversion of recommendations into completed repairs.","simplifiedExplanation":"Follow-up and follow-through means the shop keeps in touch after the inspection and makes sure the next appointment and repairs actually get done. It’s basically “don’t drop the ball after you recommend something.”","sourceStartTime":2572.5,"sourceEndTime":2584.0}},{"id":508629,"startTime":2599.3,"endTime":2604.3,"type":"concept","title":"scheduling coordinator","url":"/glossary/scheduling-coordinator","quote":"They have a position in a dental office called a\nScheduling Coordinator. That's not the person that's checking the person out. That's the person\nwho's looking through and making sure that the shop, the dentist, they have enough","canonicalId":"concept:scheduling-coordinator","priority":0.4,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A scheduling coordinator is a role focused on managing the calendar and capacity for a service business—ensuring there are enough appointments and that work is allocated to the right people. The host uses the dental industry example to mirror how auto shops can staff a similar function to manage “who’s due” and keep technicians busy.","simplifiedExplanation":"A scheduling coordinator is the person who organizes appointments and makes sure the business has enough work lined up. In the episode, it’s used as an example of how shops can manage timing and customer needs.","sourceStartTime":2599.3,"sourceEndTime":2604.3}},{"id":508630,"startTime":2624.3,"endTime":2631.0,"type":"concept","title":"database","url":"/glossary/database","quote":"So all they're\njust doing is looking in that database to find out who's past due, who's due for getting that crown,\n[2630.9s] who's got that crack tooth that they haven't gotten fixed yet, and it's the same thing.","canonicalId":"concept:database","priority":0.3,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In this context, a database refers to the shop’s system for tracking customer visit history and service status (e.g., what’s past due or due soon). The episode uses it to show how shops can identify deferred items and proactively schedule the next visit.","simplifiedExplanation":"Here, “database” just means the computer system that keeps track of what customers need and when they’re due. It helps the shop remember who hasn’t finished recommended work yet.","sourceStartTime":2624.3,"sourceEndTime":2631.0}},{"id":508631,"startTime":2649.1,"endTime":2654.1,"type":"term","title":"top-line bump","url":"/glossary/top-line-bump","quote":"So the risk of not doing this in my mind is this. If all of a sudden my shop is just, I need a bump. top-line bump, so I'm going to go out and become a more aggressive...","canonicalId":"term:top-line-bump","priority":0.4,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “top-line bump” means increasing a business’s revenue (top-line = sales/revenue before expenses). The speaker contrasts short-term revenue chasing with the longer-term value of marketing and scheduling deferred work.","simplifiedExplanation":"A “top-line bump” just means trying to increase the shop’s revenue. The episode is saying don’t focus only on quick revenue—also build the pipeline for future work.","sourceStartTime":2649.1,"sourceEndTime":2654.1}},{"id":508632,"startTime":2654.1,"endTime":2661.5,"type":"term","title":"Facebook ads","url":"/glossary/facebook-ads","quote":"...so I'm going to go out and become a more aggressive Facebook ads, Google stuff. I'm going to market my butt off to new potential clients...","canonicalId":"term:facebook-ads","priority":0.35,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Facebook ads” are paid advertisements run on Meta’s Facebook platform to reach potential customers. The speaker mentions them as a more aggressive acquisition tactic that can be used when a shop needs a revenue boost.","simplifiedExplanation":"“Facebook ads” are paid ads you run on Facebook to attract new customers. The point is they’re a short-term growth lever compared with long-term follow-up.","sourceStartTime":2654.1,"sourceEndTime":2661.5}},{"id":508633,"startTime":2654.1,"endTime":2661.5,"type":"term","title":"Google stuff","quote":"...become a more aggressive Facebook ads, Google stuff. I'm going to market my butt off to new potential clients...","canonicalId":"term:google-stuff","priority":0.35,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Google stuff” is used as a shorthand for Google-based marketing (commonly search ads and other Google advertising tools). In the episode, it’s part of the aggressive new-customer push when revenue is down.","simplifiedExplanation":"“Google stuff” means marketing you do through Google to bring in new customers. Here it’s mentioned as an aggressive way to get more leads quickly.","sourceStartTime":2654.1,"sourceEndTime":2661.5}},{"id":508634,"startTime":2672.4,"endTime":2678.4,"type":"term","title":"loyalty program","url":"/glossary/loyalty-program","quote":"...I got this postcard or I got this thing that I saw or something that I clicked on a loyalty program or something. Oh, this is cool. And you aren't doing anything about my long-term loyalty...","canonicalId":"term:loyalty-program","priority":0.55,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “loyalty program” is a structured customer-rewards or engagement system that encourages repeat visits and ongoing service. In shops, it’s commonly used to prompt customers to return for maintenance and to keep the shop top-of-mind between visits.","simplifiedExplanation":"A “loyalty program” is a way a business rewards customers for coming back. In car repair, it’s often used to encourage customers to schedule future service.","sourceStartTime":2672.4,"sourceEndTime":2678.4}},{"id":508635,"startTime":2740.9,"endTime":2744.4,"type":"term","title":"opportunistic","quote":"...My brakes are squealing. I didn't know that. It's opportunistic. It is. There's so much opportunity...","canonicalId":"term:opportunistic","priority":0.3,"confidence":0.62,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Opportunistic” here describes how deferred work can be triggered by a customer’s immediate symptom or concern (e.g., hearing brakes squeal). The shop can use that moment to schedule the postponed maintenance/repair.","simplifiedExplanation":"“Opportunistic” means there’s a good chance to act when a customer notices a problem. The shop can use that moment to get the car booked for the work that was previously delayed.","sourceStartTime":2740.9,"sourceEndTime":2744.4}},{"id":508636,"startTime":2760.4,"endTime":2769.0,"type":"place","title":"Phoenix","url":"/glossary/phoenix","quote":"...Because look, when it's 110 degrees out in Phoenix, shops are busy. Service advisors are busy...","canonicalId":"place:phoenix","priority":0.25,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Phoenix is referenced as a real-world example of a hot climate where shops tend to be busy and staffing time is constrained. The implication is that when demand is high, proactive customer outreach becomes harder to schedule.","simplifiedExplanation":"Phoenix is used as an example of a place where it’s extremely hot, so the shop is busy and the advisors don’t have time for extra follow-up calls.","sourceStartTime":2760.4,"sourceEndTime":2769.0}},{"id":508637,"startTime":2833.1,"endTime":2837.1,"type":"term","title":"transmission flushed","url":"/glossary/transmission-flushed","quote":"oh yeah, you know, I think I'm going to go get my transmission flushed this week because that's fun and I love spending 300 bucks on that.","canonicalId":"term:transmission-flushed","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A transmission flush is a service where fluid is replaced using a machine or process that pushes out old transmission fluid more aggressively than a simple drain-and-fill. It’s often discussed as a maintenance item, but the episode uses it as an example of work customers may not feel motivated to buy.","sourceStartTime":2833.1,"sourceEndTime":2837.1}},{"id":508638,"startTime":2847.9,"endTime":2869.9,"type":"concept","title":"deferred work","url":"/glossary/deferred-work","quote":"talking about is deferred work, a sales issue, a communication issue or a leadership issue.","canonicalId":"concept:deferred-work","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Deferred work is automotive repair work that a shop identifies but that the customer delays approving or scheduling. The episode frames it as a growth opportunity because it can be improved through better sales process, communication, and accountability.","simplifiedExplanation":"Deferred work means repairs the shop recommends, but the customer puts off for later. The idea is that shops can do better at getting those jobs approved by communicating clearly and following up.","sourceStartTime":2847.9,"sourceEndTime":2869.9}}],"speakers":[{"id":"s1","name":"Carm Capriotto","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/deferred-work-the-most-overlooked-growth-opportunity-in-auto-repair-rr-1101/transcript.vtt","type":"text/vtt"}],"alignmentMode":"scalar","fallbackOffset":0.0}