{"version":"1.0.0","episode":{"title":"Technician Happiness Starts the Moment They Walk In","url":"http://getcarcurious.com/episodes/technician-happiness-starts-the-moment-they-walk-in","audioUrl":"https://www.buzzsprout.com/940384/episodes/19015338-technician-happiness-starts-the-moment-they-walk-in.mp3","description":"Marco Zwanenburg, Aftersales Consultant at New Drive Consulting, joins us to be a voice for technicians in this people-first industry. He shares how shops can create a strong first impression from day one, why appreciation has to go beyond pay, and how holding onto the wrong people can quietly damage shop culture.Watch the video podcast on YouTubeAbout the EpisodeHost: Jay Goninen, WrenchWay, jayg@wrenchway.comGuest: Marco Zwanenburg, New Drive Consulting, mzwanenburg@comcast.netLinks & ResourcesGet notified of new episodes --> Join our email listJoin the ASE Connects CommunityASE Connects brings shops, dealerships, and schools together in one structured network to strengthen the technician pipeline. By making it easier to connect, collaborate, and support students through job shadows, internships, and classroom engagement, ASE Connects helps schools build stronger programs and helps shops develop a more consistent, local source of future technicians. Learn more:ASE Connects Memberships for Shops & DealersASE Connects Memberships for Schools (Free!)Connect with us on social:FacebookInstagramXLinkedInYouTubeTikTok"},"annotations":[{"startTime":339.1,"endTime":344.5,"type":"term","title":"ASE","url":"/glossary/ase","quote":"...with the, with find the wrench and now what you're doing with your podcast and just working with ASE and local colleges, etc.","canonicalId":"term:ase","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"ASE stands for the National Institute for Automotive Service Excellence. It’s a widely recognized set of professional certifications for automotive technicians, often used by employers to gauge skill level.","simplifiedExplanation":"ASE is a certification program for auto mechanics. If a shop hires ASE-certified techs, it usually means they’ve proven they know their stuff."}},{"startTime":408.3,"endTime":415.6,"type":"concept","title":"feedback without it sounding like you're bitching","url":"/glossary/feedback-without-it-sounding-like-you-re-bitching","quote":"...That's, that's where you've really had a big impact is that you're able to give feedback without it sounding like you're bitching...","canonicalId":"concept:feedback-without-it-sounding-like-you-re-bitching","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker emphasizes delivering feedback professionally and constructively. This is important in shop and dealership environments where tone can affect whether concerns are heard and acted on.","simplifiedExplanation":"They’re saying you can complain or point out problems, but you should do it in a way that doesn’t come off as just whining. That makes it more likely people will listen."}},{"startTime":472.4,"endTime":490.3,"type":"concept","title":"daily operations of technicians","url":"/glossary/daily-operations-of-technicians","quote":"So if you can explain it in a way that it makes sense on a personal level to them, that eventually this will impact their daily operations, the ease of daily operations or their income in a positive way.","canonicalId":"concept:daily-operations-of-technicians","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Daily operations” refers to the technician’s real-world workflow—how work is scheduled, diagnosed, repaired, and communicated. In a shop, management decisions can directly change efficiency, turnaround time, and how smoothly technicians can do their jobs.","simplifiedExplanation":"This is basically how the shop runs day to day—how technicians diagnose and fix cars and how the work gets organized. Management choices can make that easier or harder."}},{"startTime":496.4,"endTime":508.5,"type":"concept","title":"disconnect between the shop and management","url":"/glossary/disconnect-between-the-shop-and-management","quote":"I think that there's just a huge disconnect between the shop and management. And let's face it, technicians, there's a reason why we're back there working on cars instead of being advisors or management.","canonicalId":"concept:disconnect-between-the-shop-and-management","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker is describing a common workplace gap in automotive service: technicians experience decisions from management as disconnected from real shop-floor needs. This can affect workflow, communication, and ultimately technician motivation and productivity.","simplifiedExplanation":"Sometimes the people running the business don’t fully understand what it’s like to work in the shop. When that happens, the decisions they make can make daily work harder for the technicians."}},{"startTime":602.32,"endTime":611.2,"type":"company","title":"DAF","url":"/glossary/daf","quote":"the automotive industry, we have no, well, we have DAF, which is the production line of big rigs. But that's about it. Personnel vehicles, we have nothing anymore.","canonicalId":"company:daf","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"DAF is a Dutch truck manufacturer best known for heavy-duty commercial vehicles (“big rigs”). In the context of the episode, it’s being used as an example of where the speaker sees the automotive industry focused in their region.","simplifiedExplanation":"DAF is a company that makes trucks, especially big commercial ones. The speaker is basically saying that in their area, the industry focus is mostly on trucks, not regular passenger cars."}},{"startTime":806.5,"endTime":814.2,"type":"brand","title":"Mercedes","url":"/glossary/mercedes","quote":"And I've stuck with\n[806.5s] Highline Europeans for, well, pretty much my entire career, BMW, Mercedes, Jaguar, Land Rover,\n[814.2s] you name it, European car, I have one.","canonicalId":"brand:mercedes","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Mercedes-Benz is a major German luxury automaker. Mentioning Mercedes alongside BMW highlights that the technician’s experience spans multiple European brands, which can require brand-specific diagnostic approaches and service procedures."}},{"startTime":806.5,"endTime":814.2,"type":"brand","title":"Land Rover","url":"/glossary/land-rover","quote":"And I've stuck with\n[806.5s] Highline Europeans for, well, pretty much my entire career, BMW, Mercedes, Jaguar, Land Rover,\n[814.2s] you name it, European car, I have one.","canonicalId":"brand:land-rover","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Land Rover is a British brand known for SUVs and off-road vehicles. Mentioning it alongside BMW/Mercedes/Jaguar suggests the technician handled a range of European drivetrains and electronics, not just one type of vehicle."}},{"startTime":806.5,"endTime":814.2,"type":"brand","title":"Jaguar","url":"/glossary/jaguar","quote":"And I've stuck with\n[806.5s] Highline Europeans for, well, pretty much my entire career, BMW, Mercedes, Jaguar, Land Rover,\n[814.2s] you name it, European car, I have one.","canonicalId":"brand:jaguar","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Jaguar is a British luxury automaker. Including Jaguar in the list reinforces that the speaker’s career involved servicing multiple European platforms, each with its own electrical/diagnostic quirks and service documentation.","simplifiedExplanation":"Jaguar makes luxury cars, originally from the UK. The point here is that the technician worked on Jaguar too, not just BMW."}},{"startTime":1056.9,"endTime":1062.0,"type":"concept","title":"state inspection","url":"/glossary/state-inspection","quote":"Right, just to give you an idea, you know, just like the yearly inspections on vehicles, like here you have states that barely do with state inspection.","canonicalId":"concept:state-inspection","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“State inspection” is a government-mandated check performed to confirm a vehicle meets local safety standards. In the segment, the speaker contrasts states with different levels of strictness.","simplifiedExplanation":"In some places, your car has to pass an official inspection to stay legal. Different states can have different standards."}},{"startTime":1056.9,"endTime":1062.0,"type":"term","title":"yearly inspections","url":"/glossary/yearly-inspections","quote":"Right, just to give you an idea, you know, just like the yearly inspections on vehicles,","canonicalId":"term:yearly-inspections","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The term refers to periodic vehicle inspection requirements that check a car’s safety and emissions compliance. What gets inspected—and how strict the rules are—varies a lot by location.","simplifiedExplanation":"Some places require cars to be checked regularly to make sure they’re safe and legal. The rules can be stricter in some areas than others."}},{"startTime":1066.1,"endTime":1074.2,"type":"term","title":"dust boots on the ball joints","url":"/glossary/dust-boots-on-the-ball-joints","quote":"No dust boots on the ball joints anymore, you fail, too much rust,","canonicalId":"term:dust-boots-on-the-ball-joints","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Ball joints use rubber “dust boots” to keep dirt and moisture out of the joint. If the boots are torn or missing, the joint can wear faster and may become unsafe, which is why inspections may fail it."}},{"startTime":1331.0,"endTime":1342.9,"type":"concept","title":"technician shortage","url":"/glossary/technician-shortage","quote":"Every shop, dealership, and business in our industry depends on great technicians. Between the technician shortage, disconnected school relationships, and lack of trustworthy workforce data, it makes it difficult for shops to plan higher and grow.","canonicalId":"concept:technician-shortage","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A technician shortage means there aren’t enough trained automotive technicians to meet shop demand. This can limit shop growth and make it harder to staff repairs, especially when combined with weak hiring pipelines.","simplifiedExplanation":"A technician shortage means there aren’t enough trained people working as car mechanics. When that happens, shops struggle to hire and grow because they can’t get enough staff."}},{"startTime":1337.8,"endTime":1369.7,"type":"company","title":"ASC Connects","url":"/glossary/asc-connects","quote":"That's where ASC Connects comes in. Created in partnership with Wrenchway, ASC Connects is a membership designed specifically for shops like yours to help you build a stronger technician pipeline by connecting with schools, empowering you with tools and data to improve your recruiting, retention, and performance.","canonicalId":"company:asc-connects","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"ASC Connects is a membership program aimed at helping automotive shops build a stronger technician pipeline. It focuses on connecting shops with schools and providing tools/data to improve recruiting, retention, and performance.","simplifiedExplanation":"ASC Connects is a program that helps car repair shops find and keep good technicians. It helps connect shops with schools and gives shops information and tools to improve hiring and training."}},{"startTime":1350.6,"endTime":1363.1,"type":"concept","title":"technician pipeline","url":"/glossary/technician-pipeline","quote":"That's where ASC Connects comes in. Created in partnership with Wrenchway, ASC Connects is a membership designed specifically for shops like yours to help you build a stronger technician pipeline by connecting with schools, empowering you with tools and data to improve your recruiting, retention, and performance.","canonicalId":"concept:technician-pipeline","priority":0.5,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A technician pipeline refers to the end-to-end system that brings people into the trade—recruiting from schools, training, and eventually retaining them at shops. The episode frames ASC Connects as a way to strengthen that pipeline.","simplifiedExplanation":"A technician pipeline is the process of getting new mechanics into the industry and keeping them working at shops. It includes recruiting, training, and helping people stay."}},{"startTime":1501.0,"endTime":1510.6,"type":"term","title":"open end will stretch and slip on the bolt","url":"/glossary/open-end-will-stretch-and-slip-on-the-bolt","quote":"because they're proven and they're good, like you buy a cheap set of wrenches, the open end, the box and sorry, the open end will stretch and slip on the bolt, and that either going across to your knuckles, or you pulled the strip and now you screwed.","canonicalId":"term:open-end-will-stretch-and-slip-on-the-bolt","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This describes a common failure mode of low-quality open-end wrenches: the jaw can deform (“stretch”) and lose grip on the fastener. When that happens, the wrench can slip, rounding the bolt head or causing injuries. Using properly sized, quality wrenches helps prevent stripped hardware and knuckle injuries.","simplifiedExplanation":"Cheap wrenches can bend a little and not grip the bolt tightly. Then they slip and you can damage the bolt head or hurt your hand. Better tools grip better and are less likely to slip."}},{"startTime":1535.3,"endTime":1542.2,"type":"term","title":"wiring diagrams","url":"/glossary/wiring-diagrams","quote":"their diagnostic capabilities, their wiring diagrams, their component locators, and their work instructions are fabulous, absolutely fabulous.","canonicalId":"term:wiring-diagrams","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Wiring diagrams are schematics that show how electrical components are connected—power, ground, sensors, actuators, and control modules. For diagnostics, they help you trace circuits logically and identify likely failure points without guessing.","simplifiedExplanation":"A wiring diagram is like a map for the car’s electrical system. It shows how different parts are connected, so you can track down where a problem might be."}},{"startTime":1542.2,"endTime":1548.6,"type":"term","title":"work instructions","url":"/glossary/work-instructions","quote":"their wiring diagrams, their component locators, and their work instructions are fabulous, absolutely fabulous.","canonicalId":"term:work-instructions","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Work instructions are the step-by-step procedures provided by the manufacturer for repairs and diagnostics. They often include required tools, torque specs, safety checks, and verification steps to ensure the job is done correctly.","simplifiedExplanation":"Work instructions are the official “how to” steps for a repair. They help make sure the mechanic does it the right way and checks the right things."}},{"startTime":1698.4,"endTime":1703.8,"type":"concept","title":"retain your technicians","url":"/glossary/retain-your-technicians","quote":"And for those shops that are listening to this, the discussion about how you retain your technicians and how you find more technicians to come into your operation.","canonicalId":"concept:retain-your-technicians","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Retain your technicians” refers to strategies shops use to keep current employees rather than constantly hiring and training new ones. Retention is often tied to pay, scheduling, workload, management support, and access to modern tools and training.","simplifiedExplanation":"“Retain your technicians” means keeping your mechanics from quitting. Shops usually do this by improving pay, support, and working conditions so people want to stay."}},{"startTime":1872.8,"endTime":1887.2,"type":"concept","title":"tradesman","url":"/glossary/tradesman","quote":"While you can take a job as a tradesman, and within a few years, you can easily make over six feet.","canonicalId":"concept:tradesman","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A tradesman is someone who earns a living using a skilled trade—often through apprenticeships or vocational training rather than a traditional four-year college path. In automotive, this usually means technicians who learn hands-on skills for diagnosing and repairing vehicles.","simplifiedExplanation":"A tradesman is a skilled worker who learns a job through hands-on training. In cars, that often means mechanics or technicians who learn by doing and getting certified."}},{"startTime":1980.1,"endTime":1991.8,"type":"concept","title":"net promoter scores","url":"/glossary/net-promoter-scores","quote":"we had just gotten back our voice of technician survey and really had kind of depressing news in that our net promoter scores and industry went down again.","canonicalId":"concept:net-promoter-scores","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Net Promoter Score (NPS) is a survey metric used to gauge how likely people are to recommend an organization or industry to others. When NPS drops, it usually indicates worsening sentiment—often tied to pay, culture, workload, or career outlook.","simplifiedExplanation":"Net Promoter Score is a survey number that shows how happy people are and whether they’d recommend something. A lower score usually means people feel less positive about the industry."}},{"startTime":2377.7,"endTime":2383.7,"type":"concept","title":"OEM","url":"/glossary/oem","quote":"as an OEM, you have to understand that the dealership to technicians...","canonicalId":"concept:oem","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"OEM stands for Original Equipment Manufacturer—the company that builds the vehicles and sets warranty/recall policies. The speaker argues OEMs should better understand how warranty labor reimbursement impacts dealership technicians and service quality."}},{"startTime":2683.2,"endTime":2688.7,"type":"term","title":"advisor","url":"/glossary/advisor","quote":"How do I communicate with the advisor? Is it electronically through in-house email or, again, an MPI program?","canonicalId":"term:advisor","priority":0.5,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In a dealership context, an “advisor” is the service advisor who communicates with the customer, coordinates estimates/approvals, and relays updates between the shop and customer. The speaker is asking how technicians should communicate with that role.","simplifiedExplanation":"A service advisor is the person who coordinates the repair with the customer and the shop. The question here is how the technician should communicate updates through that channel."}},{"startTime":2801.2,"endTime":2860.9,"type":"concept","title":"onboarding","url":"/glossary/onboarding","quote":"I think the, we assume too much. I've been guilty of this that you are, [2809.6s]  when you onboard somebody that they're going to get the hang of it and that it's going to come along... [2852.8s]  I think the proper onboarding, but just a general guidance to how the shop operates","canonicalId":"concept:onboarding","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Onboarding is the structured process of bringing a new employee up to speed—how the shop works, where tools are, and how tasks are done. In a dealership or repair shop, good onboarding reduces the “first-day friction” that can slow down technicians and lead to mistakes.","simplifiedExplanation":"Onboarding is how a new person gets trained when they start a job. It’s not just learning the work—it’s also learning where things are and how the shop runs so you’re not stuck or embarrassed to ask questions."}},{"startTime":2926.7,"endTime":2930.39,"type":"brand","title":"Caterpillar","url":"/glossary/caterpillar","quote":"How about all the heavy equipment people? [2926.7s]  You don't drive a 40 ton caterpillar over the road to your local dealership,","canonicalId":"brand:caterpillar","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Caterpillar (often called “Cat”) is a major manufacturer of heavy construction and mining equipment. The speaker brings up heavy equipment people to compare how other industries handle mobile service and logistics.","simplifiedExplanation":"Caterpillar makes big construction machines used on job sites. The speaker is using them as an example of an industry where people don’t expect to drive a machine to a dealership for service."}},{"startTime":2942.8,"endTime":2957.3,"type":"concept","title":"remote technicians","url":"/glossary/remote-technicians","quote":"I had quite a bit of my career spent in the equipment world, and we had remote technicians. And it worked great, right?","canonicalId":"concept:remote-technicians","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Remote technicians are service workers who operate outside the shop environment, often traveling to customers or handling work in the field. The key idea is that the job setup, tools, and support systems need to be strong enough to work independently.","simplifiedExplanation":"Remote technicians are mechanics who don’t work in a garage all day. They go out to where the customer is, so they need the right tools and support to do the job on-site."}},{"startTime":3134.2,"endTime":3154.3,"type":"company","title":"Stretch Labs","url":"/glossary/stretch-labs","quote":"I actually reached out to the guy that did it from stretch labs, and I had a meeting with him last Friday, Mike Thornton from stretch labs. Fantastic conversation.","canonicalId":"company:stretch-labs","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Stretch Labs is referenced as a company that provides stretching/fitness-style programs. Here, it’s being used to improve technician comfort and quality of life through structured movement.","simplifiedExplanation":"Stretch Labs is a company that helps people with stretching and mobility. In this story, they’re working with a dealership to help technicians feel better and move more comfortably."}},{"startTime":3558.8,"endTime":3565.9,"type":"concept","title":"growth mindset","url":"/glossary/growth-mindset","quote":"having leadership that is open minded, that does have that growth mindset, and actually cares, they don't just say they care, they actually care.","canonicalId":"concept:growth-mindset","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “growth mindset” is the idea that people can improve through learning, feedback, and effort. In a dealership or shop context, it supports training, coaching, and continuous improvement rather than treating skills as fixed.","simplifiedExplanation":"A growth mindset means you believe you can get better over time. In a workplace, it usually shows up as coaching and training instead of just expecting people to already know everything."}},{"startTime":3823.2,"endTime":3838.19,"type":"concept","title":"employee happiness","url":"/glossary/employee-happiness","quote":"...you have nothing with smiling faces standing around. Of course, ideally, I know, but you will see there's a massive increase in just overall employee happiness...","canonicalId":"concept:employee-happiness","priority":0.5,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker connects “employee happiness” to better shop performance—faster, more timely handling of issues and more positive customer interactions. The underlying idea is that technician satisfaction improves execution, not just morale."}},{"startTime":3861.1,"endTime":3868.1,"type":"term","title":"KPIs","url":"/glossary/kpis","quote":"[3853.4s] ...in a world where we're so driven by a P&L and by KPIs. At the end of the day, it is about the [3868.1s] people because with that purpose...","canonicalId":"term:kpis","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"KPIs are “key performance indicators,” measurable metrics used to track how well a business or team is doing. In service and shop environments, KPIs might include throughput, quality, and customer satisfaction."}},{"startTime":3861.1,"endTime":3868.1,"type":"term","title":"P&L","url":"/glossary/p-l","quote":"[3853.4s] ...in a world where we're so driven by a P&L and by KPIs. At the end of the day, it is about the [3868.1s] people because with that purpose...","canonicalId":"term:p-l","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"P&L stands for “profit and loss,” a financial statement that tracks revenue, costs, and profit. In business discussions, it often represents how performance is measured beyond day-to-day people concerns.","simplifiedExplanation":"P&L is basically a company’s scorecard for money—what it makes and what it spends. When people say they’re driven by P&L, they mean they focus heavily on profit numbers."}},{"startTime":4166.7,"endTime":4197.2,"type":"company","title":"Wrenchway","url":"/glossary/wrenchway","quote":"Speaking of Wrenchway, Beyond the Wrench is managed and produced by the Wrenchway team. Wrenchway is dedicated to promoting and improving careers in the automotive, diesel and collision industries.","canonicalId":"company:wrenchway","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Wrenchway is the team behind the podcast “Beyond the Wrench.” In this segment, they’re described as working to improve automotive, diesel, and collision careers, and to support shops and dealerships with resources and industry insights.","simplifiedExplanation":"Wrenchway is the organization that runs and supports this podcast. They focus on helping people build careers in car-related fields like automotive work, diesel, and collision repair."}}],"speakers":[{"id":"s1","name":"Jay Goninen","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/technician-happiness-starts-the-moment-they-walk-in/transcript.vtt","type":"text/vtt"}]}