{"version":"1.0.0","episode":{"title":"Is Your Shop the Problem? Hard Truths from the Voice of the Technician Survey Results [RR 1084]","url":"http://getcarcurious.com/episodes/is-your-shop-the-problem-hard-truths-from-the-voice-of-the-technician-survey-results-rr-1084","audioUrl":"https://episodes.captivate.fm/episode/d3a57746-3aec-4634-ae29-64b6cc0d3a89.mp3","description":"Thanks to our Partners, NAPA Auto Care and NAPA TRACS\n\nWatch Full Video Episode\n\n\n\n\n\n\n\nHost Carm Capriotto speaks with Jay Goninen, co-founder and president of WrenchWay, about insights from the 2026 Voice of the Technician Survey and what it reveals about the state of the automotive workforce.\nJay encourages shop owners to download the free report to uncover blind spots and start meaningful conversations with their teams. The data show that technicians strongly prefer a four-day, 10-hour workweek with no weekends, along with proper equipment, paid vacation, retirement benefits, and paid training.\nWhile dealership technicians made up a larger share of respondents, independents stood out in workplace culture. 63% of independent technicians would recommend their shop to a friend, compared to 36% at dealerships, though dealerships scored higher in providing paid training. Across both groups, technicians favor an hourly wage plus bonus structure, which many feel better supports diagnosticians than traditional flat-rate systems.\nThe discussion also highlights a troubling trend: the industry’s Net Promoter Score dropped to -60 in 2026, signaling that many technicians would not recommend the profession to others.\nTo strengthen the talent pipeline, Jay discusses ASE Connects, a new initiative aimed at connecting shops with high school and technical school automotive programs to support them through mentorship, advisory roles, and community engagement.\nCarm also advocates elevating the profession by shifting the language from “mechanic” or “technician” to “specialist,” emphasizing the expertise required to work on today’s vehicles.\nOverall, the episode serves as a wake-up call for shop owners to use the survey insights to evaluate their culture, communication, and work environments, and to become employers technicians are proud to recommend.\nhttps://wrenchway.com/resources/2026-voice-of-technician-survey-report/\nJay Goninen, Co-Founder and President, WrenchWay\n\n\n\n\n\n\n\n\nThanks to our Partners, NAPA Auto Care and NAPA TRACS\n\nLearn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care\n\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/\n\nConnect with the Podcast:\n\n- Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/\n\n- Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters\n\n- Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976\n\n- Subscribe on YouTube: https://www.youtube.com/carmcapriotto\n\n- Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/\n\n- Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/\n\n- Visit the Website: https://remarkableresults.biz/\n\n- Join our Insider List: https://remarkableresults.biz/insider\n\n- All books mentioned on our podcasts: https://remarkableresults.biz/books\n\n- Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom\n\n- Buy Me a Coffee: https://www.buymeacoffee.com/carm\n\n- Special episode collections: https://remarkableresults.biz/collections\n\n- The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/\n\n- Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/\n\n- Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/\n\n- Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/\n\n- 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/\n\n- The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/\n\n- 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\n\n\n\n\n\n\n \n\n \n\n ..."},"annotations":[{"startTime":0.7,"endTime":6.2,"type":"company","title":"Automotive Repair Podcast Network","url":"/glossary/automotive-repair-podcast-network","quote":"This is the Automotive Repair Podcast Network. Hey, everybody, Carm Capriotto.","canonicalId":"company:automotive-repair-podcast-network","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Automotive Repair Podcast Network is the podcast network producing this show. It’s relevant because it frames the episode as part of a broader automotive repair media ecosystem.","simplifiedExplanation":"This is the podcast network that hosts and produces the show you’re listening to. It helps set the context for the kind of automotive repair content they focus on."}},{"startTime":25.7,"endTime":33.0,"type":"company","title":"Wrenchway","url":"/glossary/wrenchway","quote":"I have Jay Gannon, founder and president of Wrenchway, who does this annual Wrenchway annual Voice of the Technician survey.","canonicalId":"company:wrenchway","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Wrenchway is the company behind the annual “Voice of the Technician” survey mentioned in the episode. The survey gathers technician perspectives that shop owners can use to understand what’s happening in the real world.","simplifiedExplanation":"Wrenchway is the organization running the technician survey they talk about. It’s meant to capture what mechanics are actually seeing and dealing with day to day."}},{"startTime":31.8,"endTime":46.7,"type":"concept","title":"Voice of the Technician survey","url":"/glossary/voice-of-the-technician-survey","quote":"I have Jay Gannon, founder and president of Wrenchway, who does this annual Wrenchway annual Voice of the Technician survey. He just recently did a great webinar on it.","canonicalId":"concept:voice-of-the-technician-survey","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The “Voice of the Technician” survey is an annual collection of feedback from automotive technicians. In this episode, it’s positioned as actionable insight for shop owners and technicians to identify problems in the shop environment and processes.","simplifiedExplanation":"This is a yearly survey that asks technicians for their real opinions and experiences. The goal is to help shops figure out what’s going wrong and how to improve."}},{"startTime":98.9,"endTime":112.8,"type":"term","title":"shop management system","url":"/glossary/shop-management-system","quote":"For over 30 years, Napa Trax has made selecting the right shop management system easy by offering the best, most comprehensive SMS in the industry.","canonicalId":"term:shop-management-system","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A shop management system (often abbreviated SMS) is software used by repair shops to manage workflows such as estimates, repair orders, customer communication, scheduling, and invoicing. It can directly affect efficiency and consistency in how jobs are handled.","simplifiedExplanation":"A shop management system is the computer software repair shops use to keep track of cars and paperwork. It helps them quote jobs, write repair orders, and communicate with customers."}},{"startTime":98.9,"endTime":112.8,"type":"company","title":"Napa Trax","url":"/glossary/napa-trax","quote":"For over 30 years, Napa Trax has made selecting the right shop management system easy by offering the best, most comprehensive SMS in the industry.","canonicalId":"company:napa-trax","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"NAPA Trax is a shop management system (software) offered by NAPA. The transcript frames it as helping shops with shop management tasks and improving business outcomes like customer trust and throughput.","simplifiedExplanation":"NAPA Trax is software for auto repair shops. It helps them run the business side of the shop, not just the car repairs."}},{"startTime":684.1,"endTime":691.2,"type":"concept","title":"work-life balance","url":"/glossary/work-life-balance","quote":"I think came through clearly in the survey was that there is more of a desire for work-life balance. It was surprising to me to see that it was ranked higher to have four, 10-hour workdays...","canonicalId":"concept:work-life-balance","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The episode discusses technicians’ desire for better work-life balance. In a shop context, this often translates into scheduling changes like fewer days open or different shift lengths.","simplifiedExplanation":"They’re talking about how much personal time technicians want outside of work. It affects scheduling—like how many hours per day or how many days per week the shop stays open."}},{"startTime":691.2,"endTime":697.4,"type":"concept","title":"four, 10-hour workdays","url":"/glossary/four-10-hour-workdays","quote":"It was surprising to me to see that it was ranked higher to have four, 10-hour workdays than it was to have five, eight-hour days.","canonicalId":"concept:four-10-hour-workdays","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This is a scheduling model where technicians work four long shifts instead of five shorter ones. The discussion implies shops can adjust hours to improve retention and satisfaction without necessarily changing total weekly workload.","simplifiedExplanation":"They’re comparing schedules. One option is working four long days instead of five shorter days, which can give people more consecutive time off."}},{"startTime":697.4,"endTime":702.4,"type":"concept","title":"five, eight-hour days","url":"/glossary/five-eight-hour-days","quote":"It was surprising to me to see that it was ranked higher to have four, 10-hour workdays than it was to have five, eight-hour days.","canonicalId":"concept:five-eight-hour-days","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This is the traditional scheduling model: five standard-length shifts per week. The episode contrasts it with the four-10-hour approach to show what technicians value more.","simplifiedExplanation":"This is the usual schedule—five days of work with about eight hours each day. They’re saying technicians ranked this lower than the longer-day option."}},{"startTime":744.0,"endTime":748.8,"type":"concept","title":"service advisors","url":"/glossary/service-advisors","quote":"The other people that replied were instructors or educators. I like to call them management or owner students and service advisors. I just almost wish there were more service advisors...","canonicalId":"concept:service-advisors","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Service advisors are the customer-facing role that coordinates service requests, communicates with technicians, and helps manage the shop’s workflow. The host notes they wish there were more service-advisor responses because the role is critical to shop performance."}},{"startTime":775.4,"endTime":784.5,"type":"concept","title":"dealership","url":"/glossary/dealership","quote":"One of the things that I was really surprised about was how many from dealerships replied. It's 51.8% versus independence 27.7.","canonicalId":"concept:dealership","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The host compares survey results from dealerships versus independent shops. This is important because dealership service departments often have different staffing models, training resources, and customer expectations than independents.","simplifiedExplanation":"They’re comparing results from car dealerships to independent repair shops. Dealership service departments can work differently, so the survey may show different priorities."}},{"startTime":839.8,"endTime":849.2,"type":"term","title":"paid training","url":"/glossary/paid-training","quote":"we have paid training, we have PTO time off, we have retirement, we have blah, blah, blah.","canonicalId":"term:paid-training","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Paid training is employer-funded education that helps technicians keep up with evolving vehicle systems and diagnostic methods. In the transcript, it’s listed as part of an employer “package” aimed at technicians.","simplifiedExplanation":"Paid training means the shop pays for mechanics to learn new skills. It helps technicians stay current so they can fix newer cars."}},{"startTime":845.3,"endTime":849.2,"type":"term","title":"PTO time off","url":"/glossary/pto-time-off","quote":"we have paid training, we have PTO time off, we have retirement, we have blah, blah, blah.","canonicalId":"term:pto-time-off","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"PTO (paid time off) is a benefit that gives technicians paid vacation and time away from work. The speaker is contrasting what dealerships advertise versus what technicians actually need to feel valued.","simplifiedExplanation":"PTO is paid vacation time. It’s one of the benefits that can make a job more sustainable for mechanics."}},{"startTime":872.0,"endTime":927.0,"type":"concept","title":"technician survey results","url":"/glossary/technician-survey-results","quote":"when we first launched the survey a few years back... And I think our friend Tanner Brandt had pointed this out to me... when that first came back that it was very reflective of what he saw when he walks into a shop as a diagnostician.","canonicalId":"concept:technician-survey-results","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The episode is using survey data from technicians (and students) to infer what people want from employers and how shops are staffed. This is central to the discussion about whether shops are meeting technician needs.","simplifiedExplanation":"They’re using survey answers from mechanics and students to understand what jobs and shops should be doing better. The point is to compare what people say they want with what’s actually happening in real shops."}},{"startTime":944.0,"endTime":950.1,"type":"term","title":"no weekends","url":"/glossary/no-weekends","quote":"Maybe they have it and they just don't want to lose it or there's a weakness in the industry, but then paid vacations, retirement funds, paid training, no weekends.","canonicalId":"term:no-weekends","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“No weekends” is a scheduling benefit that can significantly affect technician work-life balance and job satisfaction. The speaker lists it among the perks that dealerships advertise to technicians."}},{"startTime":998.0,"endTime":1049.8,"type":"concept","title":"flat rate","url":"/glossary/flat-rate","quote":"And so it looks to me, tell me I'm right or wrong, that the flat rate is flat rate and loved by all of our senior people and the hourly salary bonus coming up from our younger people. What do you see?","canonicalId":"concept:flat-rate","priority":0.9,"confidence":0.93,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Flat rate” is a pay system where technicians are paid a set amount for each repair job based on published time guides, regardless of how long it actually takes. It can reward speed and efficiency, but it can also discourage taking on difficult diagnostics if the job takes longer than expected.","simplifiedExplanation":"Flat rate means mechanics get paid a fixed amount for a repair, based on how long the job is supposed to take. If the car is harder than usual and takes longer, the tech may not earn as much."}},{"startTime":1104.2,"endTime":1109.7,"type":"brand","title":"Napa Auto Care Center","url":"/glossary/napa-auto-care-center","quote":"And we need to be really, really mindful of that. Are you a Napa Auto Care Center ready to elevate your shop? Then it's time to step into the Premier Tier Napa Auto Care Gold Certified","canonicalId":"brand:napa-auto-care-center","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"NAPA Auto Care Centers are part of the NAPA brand’s network of independently operated automotive service shops. In the context of this episode, it’s used as a call-to-action tied to shop certification and training.","simplifiedExplanation":"NAPA Auto Care Centers are shops connected to the NAPA brand. Here it’s mentioned as part of a program that helps shops improve and get recognized."}},{"startTime":1109.7,"endTime":1190.0,"type":"concept","title":"Gold certified","url":"/glossary/gold-certified","quote":"Program. Gold certified centers are recognized as the best of the best... So what does it take to be Gold? To qualify, your shop must be a Napa Auto Care Center...","canonicalId":"concept:gold-certified","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Gold certified” is a higher-tier recognition for auto repair shops, tied to specific operational and marketing requirements. The segment frames it as a way to improve customer experience, increase repeat business, and gain access to additional resources.","simplifiedExplanation":"“Gold certified” is like a higher approval level for an auto shop. The idea is that meeting certain standards helps the shop earn more trust and more customers."}},{"startTime":1163.5,"endTime":1171.4,"type":"term","title":"digital vehicle inspections","url":"/glossary/digital-vehicle-inspections","quote":"...use digital vehicle inspections, offer Napa consumer financing, purchase $7,500 or more in Napa parts monthly...","canonicalId":"term:digital-vehicle-inspections","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Digital vehicle inspections are inspection workflows that use software and often photos/video to document a vehicle’s condition. The segment lists it as a requirement for Gold certified shops, implying it improves transparency and customer trust.","simplifiedExplanation":"Instead of doing inspections only on paper, the shop documents what they find digitally. That can make it easier for customers to see issues and understand recommendations."}},{"startTime":1215.0,"endTime":1262.16,"type":"company","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...","canonicalId":"company:napa-tracks","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Napa Tracks is presented as a shop management system designed to improve profitability and efficiency. In the segment, it’s described as providing tools to track performance in real time and to support training and customer support.","simplifiedExplanation":"Napa Tracks is software for auto shops to manage jobs and business operations. The claim here is that it helps shops run more efficiently and make more money."}},{"startTime":1425.6,"endTime":1436.6,"type":"company","title":"ASE","url":"/glossary/ase","quote":"Hey, you're working with David Johnson with ASE on some stuff. Talk to me. Yeah. On top of everything we're doing here, this is actually co-branded with ASE that the survey, we had just released a program called ASE Connects...","canonicalId":"company:ase","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"ASE refers to the National Institute for Automotive Service Excellence, a major U.S. organization that certifies automotive technicians. In this episode segment, ASE is central because the program being discussed is co-branded with ASE and tied to technician workforce development.","simplifiedExplanation":"ASE is a well-known organization that certifies auto mechanics in the U.S. If a shop or technician is ASE-certified, it usually means they’ve passed tests for specific skills."}},{"startTime":1581.6,"endTime":1594.1,"type":"concept","title":"AAS degree","url":"/glossary/aas-degree","quote":"One of the things that I've noticed, Jay, just as a quick now, we went from having an AAS degree, Science, English, and Math to an AOS, that they didn't have to have that.","canonicalId":"concept:aas-degree","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"AAS stands for Associate of Applied Science, a common community-college credential aimed at job-focused training. In automotive programs, it often signals a broader mix of general education plus hands-on shop skills.","simplifiedExplanation":"An AAS is a college degree meant to prepare you for a job. In automotive programs, it usually includes both classroom basics and shop training."}},{"startTime":1690.44,"endTime":1697.3,"type":"concept","title":"advisory committee","url":"/glossary/advisory-committee","quote":"is we want to make that instructor feel comfortable to start an advisory committee. We want them to ask for things so that we can get out in front of it.","canonicalId":"concept:advisory-committee","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An advisory committee is a group of industry and education stakeholders that helps guide a training program. In automotive education, it’s often used to align curriculum with what shops actually need and to keep the program supported by the industry.","simplifiedExplanation":"An advisory committee is a group that helps a school stay connected to the real world. For auto programs, it helps make sure students learn the skills shops are hiring for."}},{"startTime":1702.5,"endTime":1712.6,"type":"concept","title":"tech school","url":"/glossary/tech-school","quote":"it's an expensive program to run regardless of what program you're running in a high school or a tech school.","canonicalId":"concept:tech-school","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A tech school (technical or vocational school) focuses on hands-on training for specific careers, often including automotive repair. The discussion frames it as a place where industry support matters because programs can be expensive to run."}},{"startTime":1859.5,"endTime":1909.6,"type":"concept","title":"retention","url":"/glossary/retention","quote":"...the survey is really meant to make you aware of where you can become a better employer because we want you to retain your people... And so the purpose of the retention side is that we have to do a better job retaining our people.","canonicalId":"concept:retention","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In a shop context, retention means keeping technicians from leaving for other employers. The discussion frames retention as a strategy to stabilize staffing, reduce constant hiring, and build a more consistent workplace culture.","simplifiedExplanation":"Retention just means keeping your employees instead of having them quit and go somewhere else. When people stay, the shop runs smoother and you don’t have to keep replacing staff."}},{"startTime":2197.9,"endTime":2246.8,"type":"concept","title":"net promoter score","url":"/glossary/net-promoter-score","quote":"Let's go to page 20. Recommending the technician profession, the net promoter score. Recommending. Wow. This one's got some headlines... I'll explain that promoter score... basically you take the people, you say, would you recommend this industry to a friend or family member?","canonicalId":"concept:net-promoter-score","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Net Promoter Score (NPS) is a customer loyalty metric based on how likely people are to recommend a product or service. Respondents are grouped into promoters, passives, and detractors, and the score is calculated by subtracting detractors from promoters.","simplifiedExplanation":"Net Promoter Score is a way to measure how happy people are. They answer whether they’d recommend something to a friend, and the results are turned into a single number based on who would recommend it and who wouldn’t."}},{"startTime":2234.3,"endTime":2246.8,"type":"concept","title":"detractors","url":"/glossary/detractors","quote":"Seven and eights... And then six or lower that are the detractors and subtract the detractors from the promoters and you end up with a score. And this year, 2026, our score as an industry was negative 60...","canonicalId":"concept:detractors","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In NPS, detractors are respondents who rate their likelihood to recommend low (commonly 0–6). They’re subtracted from promoters, so a large detractor group can pull the overall score negative.","simplifiedExplanation":"In NPS, “detractors” are people who wouldn’t recommend it. In the math, they hurt the score, especially if there are a lot of them."}},{"startTime":2354.7,"endTime":2365.6,"type":"company","title":"Chris Craig","url":"/glossary/chris-craig","quote":"There's a good industry friend of mine by the name of Chris Craig, who has a gigantic social media following. And he had actually gone out and made a post...","canonicalId":"company:chris-craig","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Chris Craig is mentioned as an industry figure with a large social media presence who posted about technician sentiment. In this context, he’s used as an example of how social platforms can amplify workforce concerns and reach technicians directly.","simplifiedExplanation":"They mention Chris Craig as someone in the industry who talks to technicians online. His post is being used to show how many mechanics feel the same way."}},{"startTime":2593.9,"endTime":2607.2,"type":"concept","title":"workflow","url":"/glossary/workflow","quote":"I just hired a service operation specialist for our shop to help us with workflow, to help us with a number of different things. And it was a new position that we created...","canonicalId":"concept:workflow","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In a repair shop context, “workflow” refers to the sequence and coordination of tasks from intake to diagnosis to repair to delivery. Improving workflow often means better scheduling, clearer handoffs, and reducing time lost between steps.","simplifiedExplanation":"Workflow is the “process” of how work moves through the shop. If it’s organized well, cars spend less time waiting around and the shop can handle more work."}}],"speakers":[{"id":"s1","name":"Carm Capriotto","role":"host"},{"id":"s2","name":"AAP","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/is-your-shop-the-problem-hard-truths-from-the-voice-of-the-technician-survey-results-rr-1084/transcript.vtt","type":"text/vtt"}]}