The Biggest Mistake Shop Owners Make with Josh Coomes and Brian Ramsburg

Service writers (often called service advisors) are the front-desk staff who interview the customer, write up the repair order, and communicate with the technician and customer. In a shop, they strongly influence profitability because they control what gets authorized and how clearly the issue and estimate are explained.

Active listening is a communication skill where someone fully focuses on what the other person is saying, asks clarifying questions, and confirms they understood the details. In a repair-shop context, it helps service writers capture the customer’s symptoms accurately so technicians can diagnose correctly.

Spiffs are sales incentives—extra payments or bonuses tied to selling certain products or services. In automotive service, spiffs can encourage upselling (adding work that may not be necessary) and can distort what customers are told to approve.

The hosts discuss how service advisors can be incentivized to sell unnecessary work, including overcharging and pushing add-ons. They contrast that with a customer-first approach focused on fixing the car correctly and improving the customer experience.

The speaker cites a specific example: a 1997 Chevy truck with a brake job request. The “1997” matters because older vehicles often come with different parts, procedures, and shop readiness than newer cars.

“Brakes” here refers to brake service work (the speaker specifically mentions doing brakes on a 1997 Chevy truck). Brake jobs are common, but the point is that shop owners may still decline certain cars if they don’t want that type of work in their workflow.

A-OK Auto Repair is the specific shop name the speaker uses as an example of a trusted mechanic. The discussion emphasizes building an ongoing relationship with a particular repair shop rather than constantly switching referrals.

The check engine light is the dashboard warning that the vehicle’s engine management system has detected a fault. Shops use it as a starting point for diagnostics, but the underlying cause can range from minor to serious.

A misfire is when one or more engine cylinders fail to ignite properly during combustion. It can trigger drivability issues and often sets diagnostic trouble codes that lead to further troubleshooting.

In an automotive A/C system, the evaporator is the heat-exchanger inside the cabin that absorbs heat from the air. If it’s leaking or failing, the A/C won’t cool properly, but the speaker emphasizes that you need evidence before replacing it.

The high-side line is the A/C refrigerant line that carries high-pressure refrigerant from the compressor/discharge side toward the condenser. A leak on the high side can quickly reduce system pressure and cause poor cooling or compressor cycling issues.

Short cycling in an A/C system means the compressor turns on and off repeatedly instead of running steadily. It often points to an underlying control or refrigerant/pressure issue, and it can prevent the system from cooling properly.

Superheat is the temperature rise of refrigerant vapor above its boiling point at a given pressure. In A/C diagnostics, technicians use superheat to judge whether the system’s refrigerant flow and heat transfer are correct.

Subcooling is how much cooler the liquid refrigerant is than its condensation temperature at a given pressure. It’s used alongside superheat to evaluate whether the A/C system has the correct refrigerant charge and heat rejection performance.

The Holden Caprice is a full-size, family-oriented sedan from Holden, known for comfort and traditional V8/large-car driving feel depending on the model year. It can come up in repair discussions because older large sedans often develop age-related issues, including air-conditioning problems. In the podcast context, it’s referenced alongside an AC troubleshooting story, which is common for cars that have been in service for years.

The Chevrolet Caprice is a full-size American sedan that’s often used as a real-world example in shop stories because it’s common, mechanically straightforward, and can still be kept running for years. Here it’s referenced as an earlier A/C job that led to similar diagnostic “can of worms.”

PCM stands for Powertrain Control Module, the computer that manages engine and drivetrain functions. In this A/C story, the PCM is implicated because it controls whether the compressor is commanded to run.

In an A/C system, the compressor is the pump that pressurizes the refrigerant and circulates it through the system. If it isn’t being commanded to run (or can’t run), the system can’t cool and may cycle oddly.

ABS light refers to the dashboard warning for the anti-lock braking system. When it illuminates, it usually means the ABS has detected a fault and may not be able to prevent wheel lock during hard braking.

A diagnostic trouble code (DTC) is a stored fault identifier recorded by a vehicle’s onboard computer. Scanning for DTCs helps pinpoint what system is malfunctioning—like ABS or traction control—rather than guessing.

Volkswagen is a major European automaker, and the speaker references leaving Volkswagen in 2007. In this episode’s shop context, “European” brands like Volkswagen are often associated with specific diagnostic workflows and tooling.

VCDS (Volkswagen Group Diagnostic System) is a diagnostic software tool used primarily on Volkswagen Group cars. It lets technicians read fault codes, view live sensor data, and run certain guided tests and adaptations.

Readiness monitors are part of a vehicle’s emissions diagnostics. They indicate whether the car has completed its self-tests for emissions-related systems, which matters for inspection and for confirming repairs fixed the underlying issue.

Value blocks are groups of live diagnostic data channels shown by Volkswagen Group diagnostic tools. Technicians use them to observe sensor readings and system status in a structured way while troubleshooting.

Gross profit per hour is a shop-efficiency metric that measures how much money a job earns before expenses, normalized by labor time. It’s used to compare job types (like tires and brakes) based on how profitable they are for the technician’s time.

PO420 is an OBD-II diagnostic trouble code commonly associated with catalyst efficiency problems. It often leads shops to suspect the catalytic converter, but the underlying cause can be something else (like exhaust leaks, sensor issues, or misfires) that still needs testing.

A catalytic converter is an emissions-control component that helps convert harmful exhaust gases into less harmful ones. When it fails or is clogged, it can trigger oxygen-sensor-related fault codes, but those codes don’t always mean the converter itself is bad.

PO430 is another OBD-II code related to catalyst efficiency, typically for the bank 2 catalyst (exact meaning can vary by vehicle). Like PO420, it’s frequently misinterpreted as “the cat is bad” without confirming with proper diagnostics.

A fault code is an OBD-II diagnostic trouble code stored by the vehicle’s computer when it detects a problem. Codes help narrow down the cause, but they still require interpretation and follow-up testing to avoid replacing the wrong part.

A scan tool is a diagnostic device that plugs into a car’s onboard computer to read stored trouble codes and live sensor data. It’s commonly used to pinpoint why a warning light is on—often faster than guessing by symptoms alone.

“Smoke an exhaust” refers to using a smoke machine to introduce visible smoke into the exhaust system to locate leaks. It’s a practical diagnostic step because exhaust leaks can cause misleading emissions codes and sensor readings.

A broken hose is a failure in a rubber/metal coolant or vacuum line that can cause leaks, overheating, or loss of system pressure. In a shop context, even a small hose failure can immobilize the car until the correct part is sourced and installed.

The Chevrolet Silverado is a full-size pickup that commonly uses conventional automatic transmissions, making transmission diagnostics and repairs a frequent shop job. The hosts use a “Silverado transmission problem” as an example of a high-volume repair that can still create warranty and liability headaches if the customer’s situation is messy.

A transmission is the drivetrain component that changes gear ratios so the engine can deliver the right amount of torque for different speeds. When a shop “diagnoses the transmission issue” and then sublets the repair, it’s about responsibility for a complex, expensive system.

“Master” in the provided context doesn’t clearly identify a specific car model or make; it appears to refer to a person’s skill level (a “master tech”) rather than a vehicle. Because of that, there isn’t a particular car to explain in terms of design, purpose, or typical issues. If you can share the exact car name or model mentioned, I can generate a proper car-specific explanation.

Flat rate is a pay system where technicians are paid a fixed amount of money per job or per repair operation, regardless of how long it actually takes. It can strongly influence behavior, often pushing people to work faster because time directly affects how much they earn.

A lab scope (short for a diagnostic lab scope) is a specialized oscilloscope used to capture electrical waveforms from a vehicle’s sensors and circuits. Technicians use it to verify timing, signal shape, and anomalies that aren’t obvious from visual inspection alone.

An engine stall is when the engine suddenly stops running, usually because the air/fuel delivery or ignition/spark control is interrupted. In diagnostics, stalling is often treated as a clue to issues like sensor faults, wiring problems, or fuel/air metering problems.

Heat soak is the condition where heat stored in an engine bay continues to affect temperatures and sensor readings after the vehicle is shut off or after heat builds up. It can cause intermittent drivability or sensor issues that are hard to reproduce unless the car is allowed to sit and then restarted.

Data interpretation is the process of turning diagnostic readings (from scan tools, scopes, or other measurements) into a conclusion about what’s wrong. It’s not just collecting data—the key is understanding what the patterns mean for the system being tested.

Visual inspection is a diagnostic approach where a technician looks for physical clues—like leaks, damaged wiring, loose connectors, or worn components—before moving on to instrument-based testing. It’s often paired with listening/feel to narrow down likely causes.

A “starter diag” means diagnosing a no-crank/no-start condition specifically by testing the starter system (starter motor, wiring, and related power/ground paths). The point is to confirm the starter is actually the failed component before replacing it.

A “volt drop connection” refers to an electrical connection that has excessive resistance, causing a measurable voltage loss under load. In a starter circuit, that can prevent enough current from reaching the starter motor even if the battery is good.

The Nissan Titan is a full-size pickup, and this episode uses a Titan example to show how a “starter problem” can actually be caused by wiring/connectors. The speaker describes a Titan under warranty that intermittently wouldn’t crank, ultimately traced to a loose starter cable connection.

The intake manifold is the part that routes air (and often fuel, depending on engine design) from the intake system to the engine’s cylinders. Some starters are packaged in tight spaces and can be difficult to access—this speaker notes the starter is “buried” on the intake manifold area on a Nissan Titan.

“Due diligence” here means continuing the diagnostic process even after deciding to replace a part. The speaker contrasts a parts-swap approach (installing a starter because the customer is convinced) with verifying the root cause while the job is already open.

“Shotgun diag” is a troubleshooting approach where a technician replaces likely parts one after another without confirming the exact cause. The speaker says it gets a bad reputation because it can lead to unnecessary parts replacement and incomplete repairs when the real issue is something like a loose connection.

Failure analysis is the process of figuring out why a component failed, not just replacing it and moving on. In a shop context, it often means checking electrical signals, mechanical conditions, and related parts to confirm the true root cause.

A tire job is shop work related to tires—commonly mounting, balancing, rotation, or seasonal swaps. In the context of this discussion, it’s used to highlight that even routine tire work can become stressful when many cars are backed up.

Commission-based pay ties a technician’s earnings to the amount of work sold or completed, rather than only hours worked. That can change behavior—techs may push back on extra steps or question diagnoses more often because their pay depends on throughput.

Hourly pay means technicians are paid based on time worked, not on the number of jobs completed. The speaker contrasts this with pay plans like flat rate or commission, arguing that hourly pay changes how techs respond to requests and extra work.

An AVR test is a quick diagnostic check used in automotive electrical troubleshooting to verify a battery’s health under load/charging conditions. In shop conversations, it’s often shorthand for a standardized battery/charging system test that helps confirm whether the battery is the root cause.

Quality control time is paid shop time specifically reserved for post-repair verification steps (confirming the fix worked, checking for related issues, and documenting results). In flat-rate/efficiency systems, whether QC is billed or included in the job can strongly affect technician pay and overall labor profitability.

Effective labor rate (ELR) is the shop’s real average hourly rate after accounting for how labor is billed and paid out. It’s used to track whether the shop’s labor pricing and technician pay structure are generating enough money to cover overhead and still be profitable.

Labor gross profit is the profit dollars the shop makes from labor charges after direct labor costs are considered. It’s a key metric because even if technicians are busy, poor labor economics (like low ELR) can still reduce profit and hurt the shop’s ability to operate.

Mitchell times refers to labor time guides published by Mitchell (often used by repair shops) that estimate how long specific jobs should take. Shops use these estimates to set flat-rate pricing and to compare technician productivity against expected job times.

The Cadillac ELR is a plug-in hybrid luxury coupe built by Cadillac, designed to combine electric driving with a gasoline engine for longer range. It’s often discussed in the context of real-world ownership costs and maintenance because hybrid systems add complexity compared with a standard gas car. In a podcast, it may come up when talking about budgeting for repairs or keeping a higher-tech vehicle running.

A timing belt is the toothed belt that coordinates engine timing between the crankshaft and camshafts. Because it’s a wear item, shops quote replacement time based on how long it takes to remove covers, set timing, and verify everything is correct.

On a Honda V6, the timing belt synchronizes the crankshaft and camshafts so the engine’s valves open at the right time. Replacing it is labor-intensive because you typically have to remove covers and set timing correctly, and it’s often bundled with related maintenance.

A water pump circulates coolant through the engine to control temperature. On many timing-belt jobs, the water pump is replaced or inspected at the same time because it’s often driven by the same belt system and requires similar disassembly.

Idler pulleys and tensioner pulleys help route the timing belt and maintain proper belt tension and alignment. Replacing or servicing them during a belt job helps prevent premature belt wear and timing issues.

A caliper is the brake component that squeezes brake pads against the rotor to slow the car down. The discussion implies that after removing and reinstalling a caliper, the bolts must be torqued correctly to ensure safe clamping force and proper brake operation.

Torquing bolts means tightening them to a specified torque value rather than “as tight as possible.” Correct torque helps prevent bolts from loosening, stripping, or being over-stressed, which is critical for safety-related components like brakes.

“Loctited” refers to using a thread-locking adhesive (often the Loctite brand) on bolt threads. It helps prevent fasteners from loosening due to vibration, especially on suspension and brake-related hardware.

“Torqued” means tightening a fastener to a specified torque value using a torque wrench. Using the correct torque helps ensure the bolt is clamped properly without being under-tightened (risk loosening) or over-tightened (risk stretching or damage).

“Brake jobs” refers to service work on a vehicle’s braking system, typically including inspection and replacement of components like pads and rotors. The episode contrasts a thorough brake-service process with a faster, less-clean approach.

A “wire wheel” is a rotating brush (usually on a grinder) used to clean rust, old residue, and corrosion from metal parts. In brake work, cleaning fasteners and mating surfaces can improve fitment and reduce issues caused by grime or corrosion.

A “rotor” is the brake disc that the brake pads clamp onto to create friction and slow the car. The transcript mentions removing and reinstalling the rotor as part of a brake job, highlighting how shortcuts can skip cleaning and proper handling.

“Pads” are the friction material components inside the brake caliper that press against the rotor. The episode criticizes a quick brake service where pads are “slapped on” without cleaning and preparation, which can lead to poor fitment or uneven wear.

“Labor GP” means labor gross profit—how much profit a shop makes from labor charges after direct labor-related costs. In the context of the episode, it’s used to explain how technician pay and billing targets can conflict with a more careful, time-consuming repair process.

A clutch coil is an electrically controlled component that helps actuate a clutch (often via an electromagnetic mechanism). If the coil fails electrically, the clutch may stop engaging or cycling even if the rest of the drivetrain is fine.

An open circuit means the electrical path is broken, so current can’t flow to the component. In this context, an open circuit in the clutch coil prevents the clutch from cycling.

A control head is the user-facing control module (buttons/knobs/display) that commands a system. In the speaker’s Nissan example, they’re saying the issue can involve the control head and may need to be addressed after diagnosis.

“Can of worms” is used here to describe how a seemingly small diagnostic or customer-communication issue can spiral into a complicated, hard-to-pin-down situation. The speaker connects it to chasing problems before the vehicle’s data confirms them.

“Production-based pay” ties technician compensation to output—how many jobs or hours of billed work they complete—rather than purely time worked. In shops, this can create pressure to move quickly and can affect how delays and rework are handled.

The crankshaft is the rotating shaft inside an engine that converts the up-and-down motion of the pistons into rotational motion for the transmission. Because it’s tightly matched to the engine’s configuration, it can differ between automatic and manual versions of the same model.

The Volkswagen Passat is a mainstream midsize sedan/wagon platform where drivetrain components can vary by configuration. In this discussion, the key point is that the crankshaft differs between automatic and manual setups, so ordering the wrong part can derail the repair.

“Automatic and manual” refers to two different transmission types, and many drivetrain parts are not interchangeable between them. Even when the car model is the same, the engine and crank-related components can be specified differently to match the transmission.