Stop Leaving Money on the Table: How to Master Your Shop Management System [RR 1085]
About this episode
Shop owners leaving money on the table isn’t about working harder—it’s about using the shop management system they already pay for. Regional NapaTracks rep Evis Hussinovich explains how many shops only scratch 10–15% of their SMS capabilities, missing tools like pricing matrices, job categories, parts/labor profitability views, and DVI-style inspection workflows. He emphasizes careful, non-insulting coaching conversations, plus training support via LMS, live sessions with Ben, user groups, and field reps. The discussion also touches AI’s growing role in manuals and why underutilization will widen the gap as tech advances.
Recorded live at VISION 2026, host Carm Capriotto speaks with Evis Husejnovic of NAPA TRACS about how shops can boost profitability and customer service by better using their shop management systems.
Husejnovic highlights that most owners use only 10–15% of their software, often missing key tools for managing operations. NAPA TRACS addresses this with hands-on support, user groups, and daily training.
The conversation also emphasizes a “treatment plan” approach to digital vehicle inspections, helping shops increase revenue through thorough, preventative maintenance rather than higher car counts. While technology has rapidly evolved, Husejnovic reinforces that auto repair remains a relationship-driven, “handshake” business, and shares how NAPA TRACS is helping train future technicians through partnerships with technical schools.
VISION Hi-Tech Training & Expo: https://visionkc.com/
Evis Husejnovic, Regional Sales Manager, NAPA 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/
Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA 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/ Connect with the Podcast: - Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ - Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters - Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 - Subscribe on YouTube: https://www.youtube.com/carmcapriotto - Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - 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/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ - The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ - Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fmNAPATracks dot com
"because they got people in the field. And when we come back... N-A-P-A-T-R-A-C-S dot com, because they got people in the field."
They give the website for NapaTracks so you can find the software they’re talking about. It’s basically a quick way to learn more or sign up.
The transcript provides the website for NapaTracks, reinforcing that it’s a specific product/service rather than a generic category. For listeners, this is a direct call-to-action to look up the platform.
technician shortage
"because we know as a company that the average age of technician is getting older, and how do we help our shops? How do we help our customers create more technicians out there and give them some?"
The segment highlights a technician shortage driven by an aging workforce—fewer young people are entering the trade. The discussion connects training partnerships (like NapaTracks) to helping shops and customers build a pipeline of new technicians.
labor guides
"[207.2s] and writing estimates, and then also giving them labor guides [209.9s] and repair manuals"
Labor guides are time estimates for how long a repair should take. They help shops price labor more consistently.
Labor guides provide standardized time allowances for repairs (often based on industry data). They help shops estimate labor cost consistently and reduce undercharging or overcharging when paired with a shop management system.
labor rate
"[279.7s] But when you find the ones with the struggles, [281.9s] there's always a link. [284.2s] I am not ready to increase my labor rate. [286.9s] I'm not ready to change my price matrix."
Your labor rate is what the shop charges per hour for fixing cars. If they don’t want to raise it, they’re trying to keep prices steady even if costs are going up.
A shop’s labor rate is the hourly price it charges customers for technician time. When a shop says it’s “not ready to increase” the labor rate, it’s usually about protecting margins, staying competitive, or avoiding customer pushback.
price matrix
"[284.2s] I am not ready to increase my labor rate. [287.2s] I'm not ready to change my price matrix. [289.3s] I'm not ready to venture into different tools"
A price matrix is the shop’s pricing chart for services. If they’re not ready to change it, they’re keeping their current service prices the same.
A price matrix is the shop’s structured pricing guide—often mapping services to set prices or labor hours. Changing the price matrix typically means updating labor times, parts markups, or bundled service pricing to match real costs and market demand.
marketing strategies
"[289.3s] I'm not ready to venture into different tools [291.9s] or different marketing strategies. [294.0s] So those guys kind of try and say,"
Marketing strategies are the planned ways a shop attracts and retains customers—like promotions, outreach, and advertising. In the segment, the speaker contrasts shops that avoid changing marketing with shops that actively market to drive growth.
profitability structure
"Do they realize the profitability structure that they could get if they paid attention to the features inside of their SMS system?"
Profitability structure is basically how a shop’s money is set up to make profit. The host is saying you can improve it by paying attention to how your shop’s system is configured.
Profitability structure refers to how a business makes money—its pricing, labor rates, shop overhead, and how those inputs flow through estimates and invoices. The episode frames it as something shops can improve by using the features inside their SMS.
shop management system (SMS)
"So when you're there and you're asking these open-ended questions... does it give you a chance to say, have you ever thought of the labor price matrix, all of these factorizing features that are there that give the guy his due profit?"
A shop management system is the computer software a repair shop uses to organize jobs and money—like quotes, invoices, and scheduling. The point here is that the software has settings that can make the shop more profitable if used correctly.
A shop management system (SMS) is the software a repair shop uses to run estimates, work orders, scheduling, invoicing, and often pricing rules. In the episode, the host is saying that the SMS contains features that directly affect profitability if the shop pays attention to how pricing and workflows are set up.
self-pacing training
"Like we have different modules that can take training and it's their self-pacing. So some of the customers say, hey, you know, I don't know."
Self-pacing training means learners can complete training modules on their own schedule rather than in a fixed class time. For shops, this can reduce downtime and make it easier to train staff around real work.
LMS
"And then we also point them to our LMS, which is absolutely free. Now they can learn about those different things that we do."
An LMS is basically a website or app for training. It helps people learn step-by-step, usually at their own pace, and keeps track of progress.
LMS stands for Learning Management System. In this context, it’s a free online platform where shop owners can learn about the modules and training the company offers.
KPIs
"All hundreds of KPIs that people look at to make better profit and grow their business."
KPIs are numbers you track to see how well your shop is doing. They help you find what’s working, what’s not, and where you can improve profit.
KPIs (Key Performance Indicators) are measurable metrics a shop tracks to judge performance and profitability. In a shop-management context, they help owners spot inefficiencies and target improvements instead of guessing.
inventory
"If you really want to do stuff, you know, if you want to get better with inventory, it's available. If you want to have better profits and laborers, it's available."
Inventory management is how a shop tracks parts and supplies—what’s on hand, what’s needed, and what’s tied up. Better inventory control can reduce stockouts, prevent over-ordering, and improve cash flow.
extended 36 month, 36,000 mile peace of mind warranty
"Gold certified status enhances consumer confidence with an extended 36 month, 36,000 mile peace of mind warranty and local labor coverage proving you stand behind your work."
This is extra warranty coverage that lasts 3 years or 36,000 miles. It’s meant to reassure customers that if something goes wrong, the shop stands behind the work.
An extended warranty is a promise that covers certain repairs for a longer time and mileage than a standard warranty. “36 months/36,000 miles” is a common way shops differentiate themselves by reducing customer risk and increasing trust.
Napa Auto Tech training
"You'll also gain access to award winning Napa Auto Tech training for technicians and service advisors helping improve efficiency, reduce comebacks and support retention."
This is NAPA’s training program for the people who work in the shop. The goal is to help them work more efficiently and avoid repeat problems.
NAPA Auto Tech training is NAPA’s education program for technicians and service advisors. The segment connects it to operational outcomes like improved efficiency, fewer comebacks, and better staff retention.
reduce comebacks
"You'll also gain access to award winning Napa Auto Tech training for technicians and service advisors helping improve efficiency, reduce comebacks and support retention."
A “comeback” is when a customer has to return because the problem wasn’t fixed the first time. Fewer comebacks means less wasted time and fewer unhappy customers.
“Combacks” are repeat visits for the same issue, often due to misdiagnosis, incomplete repairs, or parts/installation problems. Reducing comebacks improves profitability by lowering warranty/redo labor and protects customer trust.
post sale support
"Napa Tracks offers the industry's best post sale support hands down and we train your people on site."
Post-sale support refers to help provided after a customer purchases a product—such as training, onboarding, troubleshooting, and ongoing customer service. In shop software, strong post-sale support can directly affect how quickly a shop gets value from the system.
donut gasket
"when you say, you need a donut gasket for 350, people just went to the shelf and grabbed it for you."
A “donut gasket” is a ring-shaped exhaust gasket used to seal joints in the exhaust system, commonly at flanges or between exhaust components. It’s called “donut” because of its distinctive shape, and the correct size/material matters for sealing and leak prevention.
choke pull-off
"He has this choke pull-off with this bracket that's got to fit where it needs to go."
On older, carbureted engines, the choke helps the car start when it’s cold. A choke pull-off is a small part that uses vacuum to help the choke open at the right time so the engine doesn’t run too rich.
A choke pull-off is a vacuum-operated device used on many carbureted engines to control the choke during cold starts. It helps the choke open at the right time so the engine transitions from a richer cold mixture to normal running.
Napa stores
"I always like to visit the Napa stores and say hi to the people."
NAPA is a well-known place to buy car parts. The story is about how mechanics used to rely on people at the counter and paper catalogs to find the right parts.
NAPA is a major automotive parts retailer and supply network in the U.S. The “counter guys” and in-store catalogs represent a traditional way shops sourced hard-to-find parts before widespread online lookup.
Napa Auto Care Centers
"You meet so many great owners like Napa store owners for us and, you know, Napa Auto Care Centers"
NAPA Auto Care Centers are places that do car service and repairs. The speaker is highlighting how those local networks help shops and owners get parts and support.
NAPA Auto Care Centers are NAPA’s service locations, typically offering maintenance and repair work alongside parts availability. Mentioning them reinforces the theme of local industry support and parts sourcing through established networks.
Volvo XC60
"I mean, I have a customer in Southern Florida. So, it was a 2014 Volvo XC60. The repair manual for a navigation system is 19-something pages long."
A Volvo XC60 is a luxury SUV. This story is about a 2014 one, and it highlights that modern cars have lots of electronics, so the repair information can be long and detailed.
The Volvo XC60 is a compact luxury SUV, and this example is a 2014 model. In shop workflows, newer vehicles like this often have complex electronics and infotainment/navigation systems that require detailed diagnostic steps.
chat GPT
"So, he uploaded the entire manual. He uploaded the chat GPT. And it was really cool to watch him type in something about the car and the thing is spitting it out."
ChatGPT is an AI chatbot. In this example, it’s used to read the repair info and respond to questions, so the mechanic can find answers faster.
ChatGPT is a conversational AI tool that can summarize and answer questions based on text you provide. The transcript describes uploading repair-manual content and then prompting it about the vehicle, which can reduce time spent searching through long documents.
electrical
"But sometimes when it's a big procedure, especially electrical and some of the different stuff, if you can upload it to artificial intelligence that can allow you to be more efficient and quicker, I think we're going to see a lot more changes."
“Electrical” means problems in the car’s wiring and electronics. These jobs can take longer because the issue might not be obvious and you often have to test things in the right order.
“Electrical” refers to diagnosis and repair of a vehicle’s wiring, sensors, modules, and related systems. Electrical work is often more time-consuming because faults can be intermittent, and the correct diagnostic path depends on test results and wiring diagrams.
service advisor
"...provide information to the specialist, the techs in the base and the service advisor."
A service advisor is the person who talks with the customer and turns the customer’s issue into a repair job. They also keep the customer updated and work with the mechanics to get the car fixed.
A service advisor (often called an assistant service manager or service writer) is the customer-facing role that translates customer concerns into work orders. In shop management systems, advisors are key because they create estimates, communicate updates, and coordinate with technicians to keep jobs moving.
customer demographics (female customers)
"because I'm a strong believer in this. I still believe that in the automotive industry, I think a lot of guys still think very old school way, if I may say that, where we don't realize that majority of the customers are females. Clean shops, presentable people."
They’re saying a lot of car service customers aren’t just men—many are women. So the shop experience should be welcoming and easy for the customers who are really coming in.
The speaker is emphasizing that many automotive shop customers are women, and that shop marketing and service experience should reflect that reality. This is about tailoring communication, waiting areas, and overall presentation to the people actually paying for service.
clean shops / presentable people
"where we don't realize that majority of the customers are females. Clean shops, presentable people. Because I always say this in my user group meetings that I do across the country."
They’re talking about making the shop look neat and the staff look professional. That kind of first impression can make customers trust the shop more.
“Clean shops” and “presentable people” are part of the customer experience and trust-building in an automotive service business. In practice, it can influence how customers perceive professionalism, safety, and whether the shop is organized enough to handle their vehicle.
shop front / customer-facing presentation
"So, you know, I always go back whenever you are building your shop or however you put in your front, it has to match that customer. You have to really think about who's coming there because husband may drop off the car"
They’re saying how your shop looks to customers matters. The “front” of the shop should fit the kind of customers you’re trying to serve.
The speaker connects shop layout and the customer-facing “front” of the business to matching the customer’s expectations. This is a key shop-management concept: the physical environment and how service is presented can affect perceived value and reduce friction during drop-off/pick-up.
Three to four things
"But I agree. Three to four things."
They’re saying you should only point out a few key issues at a time. That makes it easier for the customer to decide what to fix first.
The “three to four things” guidance is about limiting the number of recommendations presented at once. Fewer items makes the decision easier for customers and helps shops avoid overwhelming people with too many priorities.
cabin filter
"If every old change you have done, you sold an air filter, my cabin filter, right?"
A cabin filter cleans the air that comes into the car’s heating and A/C system. Replacing it helps keep the air inside the car cleaner.
A cabin filter (also called a pollen filter) cleans the air inside the vehicle’s HVAC system. It’s typically replaced on a schedule and is a frequent recommendation during inspections because it affects comfort and air quality.
air filter
"If every old change you have done, you sold an air filter, my cabin filter, right?"
An air filter cleans the air going into the engine. Shops often recommend it during routine service because it’s a normal maintenance item.
An air filter is a service item that cleans the air entering an engine, helping maintain proper airflow and combustion. In shop management terms, it’s also a common “upsell” or add-on that can be recommended during inspections.
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