{"version":"1.0.0","episode":{"title":"Why Forward-Thinking in Auto Repair is Critical | JeanAnn SaintGrace","url":"http://getcarcurious.com/episodes/why-forward-thinking-in-auto-repair-is-critical-jeanann-saintgrace","audioUrl":"https://media.transistor.fm/d5c4f52e/7b7b0cee.mp3","description":"\n        Like the show? Show your support by using our sponsors. Promotive can help you find your dream job. Touch HERE to see open jobs.  Need to update your shop systems and software? Try Tekmetric HERERegister NOW for Tekmetric's Tektonic Conference coming up HERELaunch your tool game to the next level with Launch Tech USA! HEREIn this episode, Jeff is joined by JeanAnn SaintGrace, host of the BRAND NEW podcast in the Changing the Industry Network \"Shop Talk Her Way\". She's also an automotive shop coach and former shop owner. JeanAnn shares her journey from accidental shop ownership to building a business focused on profitability, people, and succession planning. Together, they discuss the importance of protecting technicians' pay and treating them like \"racehorses,\" strategies for consistent profit to secure employee futures, and the emotional realities behind leadership and preparing for unexpected life events.Click here to listen to JeanAnn's podcast \"Shop Talk Her Way\"Timestamps:00:00 \"Envying the Natural Puzzle Guys\"19:50 \"Managing Reputation in Business\"25:14 Husband-Wife Power Dynamics in Business32:37 Technician Dynamics and Customer Communication41:43 \"Survival Mode and Unequal Pay\"57:25 \"Challenges of Running a Shop\"01:03:40 \"Challenges of Transparency in Sales\"01:14:02 \"Proof Her Method Works\"01:29:25 \"Have a Plan for Uncertainty\"01:42:32 Work-Life Balance Perspectives01:49:59 \"Finding Purpose Through Positivity\"01:58:19 \"Resilience, Connection, and Legacy\"\nFollow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232\n      "},"annotations":[{"startTime":147.0,"endTime":160.0,"type":"company","title":"Snap-on","url":"/glossary/snap-on","quote":"\"...found out what Snap-on toolboxes were all about and flat rate and how not to run a shop...\"","canonicalId":"company:snap-on","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Snap-on is a well-known manufacturer and supplier of high-quality professional tools and equipment for automotive technicians and mechanics. Their toolboxes and hand tools are industry standards.","simplifiedExplanation":"Snap-on makes special tools and toolboxes that mechanics use to fix cars. They are known for being very good and reliable."}},{"startTime":147.0,"endTime":160.0,"type":"concept","title":"flat rate","url":"/glossary/flat-rate","quote":"\"...found out what Snap-on toolboxes were all about and flat rate and how not to run a shop...\"","canonicalId":"concept:flat-rate","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Flat rate is a payment system for automotive technicians where they are paid based on the estimated time to complete a job rather than the actual time taken. This incentivizes efficiency and productivity in repair shops.","simplifiedExplanation":"Flat rate means mechanics get paid a set amount for a job, no matter how long it takes. So if they fix a car quickly, they still get the same pay."}},{"startTime":183.0,"endTime":210.0,"type":"concept","title":"fleet maintenance","url":"/glossary/fleet-maintenance","quote":"\"...maintenance and fleet and all that kind of stuff, fleet maintenance, fleet repair, fleet costs is all pivotal to that business...\"","canonicalId":"concept:fleet-maintenance","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Fleet maintenance refers to the management and upkeep of a group of vehicles owned or leased by a business to ensure they operate efficiently and safely. It involves regular servicing, repairs, and cost management.","simplifiedExplanation":"Fleet maintenance means taking care of many vehicles that a company owns so they keep working well and don't break down."}},{"startTime":217.0,"endTime":230.0,"type":"term","title":"CB radio","url":"/glossary/cb-radio","quote":"\"...I was always trying to talk my dad into putting CBs in the trucks. Like, I thought that would be so cool...\"","canonicalId":"term:cb-radio","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"CB (Citizens Band) radios are short-distance radio communications devices commonly used by truck drivers to communicate with each other on the road, share information, and coordinate.","simplifiedExplanation":"A CB radio is a walkie-talkie that truck drivers use to talk to each other while driving."}},{"startTime":540.0,"endTime":560.0,"type":"company","title":"AC Delco","url":"/glossary/ac-delco","quote":"\"...they were teamed up with an AC Delco supplier...\"","canonicalId":"company:ac-delco","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"AC Delco is an automotive parts brand owned by General Motors, supplying original equipment and aftermarket parts such as batteries, filters, and brakes.","simplifiedExplanation":"AC Delco makes car parts like batteries and filters that help cars run well."}},{"startTime":560.0,"endTime":565.0,"type":"term","title":"GM training","url":"/glossary/gm-training","quote":"So they got a lot of GM training. And he was a sponge.","canonicalId":"term:gm-training","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"GM training refers to technical education and skill development programs provided by General Motors for automotive technicians to learn how to service and repair GM vehicles.","simplifiedExplanation":"GM training means learning how to fix and take care of cars made by General Motors, like Chevrolet and GMC."}},{"startTime":637.0,"endTime":642.0,"type":"term","title":"OBD1","url":"/glossary/obd1","quote":"Yeah, yeah, we just barely broken— that was still OBD1, right? So OBD1 was only 4 or 5 years old at that point.","canonicalId":"term:obd1","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"OBD1 stands for On-Board Diagnostics version 1, an early automotive diagnostic system used to monitor vehicle performance and emissions, primarily used before 1996.","simplifiedExplanation":"OBD1 is an old system in cars that helps mechanics find problems by checking the car's computer."}},{"startTime":697.0,"endTime":705.0,"type":"term","title":"markup","url":"/glossary/markup","quote":"He knew, you know, markup then was 2.5 on everything.","canonicalId":"term:markup","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Markup is the amount added to the cost price of parts or labor to determine the selling price, often expressed as a multiplier like 2.5 times the cost.","simplifiedExplanation":"Markup means adding extra money on top of what something costs to make a profit when selling it."}},{"startTime":734.0,"endTime":740.0,"type":"term","title":"commission","url":"/glossary/commission","quote":"He got like a 20% commission on everything he sold.","canonicalId":"term:commission","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Commission is a percentage of sales paid to an employee as an incentive, in this case, technicians earn extra money based on the services or parts they sell.","simplifiedExplanation":"Commission means getting extra money when you sell something, like a bonus for selling more."}},{"startTime":871.0,"endTime":900.0,"type":"concept","title":"writing your own service","url":"/glossary/writing-your-own-service","quote":"And see, being able to sell his own service and write his own service, that was something that, like, way back when I was coming up, you just didn't do it, you know what I mean?","canonicalId":"concept:writing-your-own-service","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Writing your own service means technicians create and document the repair orders themselves, including labor times and parts needed, rather than relying on separate service advisors.","simplifiedExplanation":"Writing your own service means the mechanic decides what work needs to be done and writes it down, instead of someone else doing it for them."}},{"startTime":910.0,"endTime":920.0,"type":"term","title":"aftermarket bumper","url":"/glossary/aftermarket-bumper","quote":"If the car had been modified, say there was a big aftermarket bumper on the front of the Ram and it had to come off, we got paid for the extra time to remove the bumper.","canonicalId":"term:aftermarket-bumper","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"An aftermarket bumper is a replacement bumper made by a company other than the original vehicle manufacturer, often used for customization or repair.","simplifiedExplanation":"An aftermarket bumper is a bumper put on a car that wasn’t made by the car’s original company, usually to change how it looks or fix damage."}},{"startTime":920.0,"endTime":930.0,"type":"term","title":"diagnostic time","url":"/glossary/diagnostic-time","quote":"If you're chasing diagnostic time, like we were billing out 2 hours to probably start with the open-ended that, yeah, it could go longer than that.","canonicalId":"term:diagnostic-time","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Diagnostic time refers to the labor hours billed to identify problems in a vehicle before repairs are made.","simplifiedExplanation":"Diagnostic time is the time a mechanic spends figuring out what’s wrong with a car before fixing it."}},{"startTime":1077.0,"endTime":1085.0,"type":"term","title":"Bureau of Automotive Repair","url":"/glossary/bureau-of-automotive-repair","quote":"And we were in California, so we had the Bureau of Automotive Repair, like, looming over us. So, you know, we had to cross all those T's and dot all those I's.","canonicalId":"term:bureau-of-automotive-repair","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Bureau of Automotive Repair (BAR) is a California state agency that regulates auto repair shops to protect consumers and ensure quality service.","simplifiedExplanation":"The Bureau of Automotive Repair is a government group in California that watches over car repair shops to make sure they do a good job."}},{"startTime":1382.0,"endTime":1438.0,"type":"term","title":"balance sheet","url":"/glossary/balance-sheet","quote":"And I tell this story, the guy came back after the boot camp and they want your financials, right? So, they had a profit and loss and a balance sheet and they're looking at that stuff.","canonicalId":"term:balance-sheet","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A balance sheet is a financial statement that shows a company's assets, liabilities, and equity at a specific point in time, providing a snapshot of its financial condition.","simplifiedExplanation":"It's a list that shows what a business owns, what it owes, and the value left over for the owners at a certain time."}},{"startTime":1382.0,"endTime":1438.0,"type":"term","title":"profit and loss","url":"/glossary/profit-and-loss","quote":"And I tell this story, the guy came back after the boot camp and they want your financials, right? So, they had a profit and loss and a balance sheet and they're looking at that stuff.","canonicalId":"term:profit-and-loss","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A profit and loss statement is a financial report that summarizes the revenues, costs, and expenses incurred during a specific period, showing the net profit or loss.","simplifiedExplanation":"It's a report that shows how much money a business made or lost over some time by listing what they earned and what they spent."}},{"startTime":1631.0,"endTime":1664.0,"type":"term","title":"iridium spark plugs","url":"/glossary/iridium-spark-plugs","quote":"Then we go to iridium and then we got to sell them to the customer for like $22.","canonicalId":"term:iridium-spark-plugs","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Iridium spark plugs have an iridium alloy tip that provides even greater durability and better ignition performance than platinum plugs.","simplifiedExplanation":"These spark plugs have a metal called iridium on the tip, which makes them last a long time and help the car start better."}},{"startTime":1631.0,"endTime":1664.0,"type":"term","title":"platinum spark plugs","url":"/glossary/platinum-spark-plugs","quote":"Then we get platinum spark plugs and they're $5, $6, $7, $8 apiece.","canonicalId":"term:platinum-spark-plugs","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Platinum spark plugs use a platinum alloy at the electrode tip, offering better durability and performance compared to traditional copper spark plugs.","simplifiedExplanation":"These are special spark plugs made with a metal called platinum that last longer and work better than older types."}},{"startTime":2309.0,"endTime":2373.0,"type":"term","title":"survival mode","url":"/glossary/survival-mode","quote":"Pain puts us in survival mode. Yeah. Stress puts us in survival mode. And I think honestly his challenge was he wanted to do— he wanted to please us.","canonicalId":"term:survival-mode","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Survival mode refers to a psychological state where stress and pain cause a person to focus on immediate needs and reduce their ability to perform optimally. In a work context, this can reduce productivity and focus.","simplifiedExplanation":"Survival mode is when you're so stressed or in pain that your brain just tries to get through the moment, making it hard to do your best work."}},{"startTime":2503.0,"endTime":2563.0,"type":"term","title":"diagnostic (diag)","url":"/glossary/diagnostic-diag","quote":"You're watching somebody over there who can't do what you can do because it's a skill set... CAN diagnostic problems and an intermittent no-start.","canonicalId":"term:diagnostic-diag","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Diagnostic work involves identifying problems in a vehicle's systems, often requiring specialized skills and tools. It can be less predictable in time compared to routine repairs.","simplifiedExplanation":"Diagnostic work means figuring out what's wrong with a car, which can take different amounts of time and needs special skills."}},{"startTime":2671.0,"endTime":2708.0,"type":"term","title":"comeback rate","url":"/glossary/comeback-rate","quote":"What's his comeback rate? And he said he doesn't do any comebacks. And I looked him straight in the eye and I said, you let him produce that 30 hours all year long...","canonicalId":"term:comeback-rate","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Comeback rate is the frequency at which a technician has to redo or fix a repair after it was supposedly completed. A low comeback rate indicates quality work and fewer customer complaints.","simplifiedExplanation":"Comeback rate means how often a mechanic has to fix a job again because it wasn't done right the first time. A low comeback rate is good."}},{"startTime":3084.0,"endTime":3109.0,"type":"concept","title":"hybrid pay plan","url":"/glossary/hybrid-pay-plan","quote":"So hybrid. Yeah. Yeah. And, and it, and it varied because we did have a diagnostic rate. So if they were doing, you know, if they've got 10% of the regular rate, they got 10% at diag rate also. So we, we had them covered because, you know, you know, as well as I knew, DIAC sucks and it takes forever.","canonicalId":"concept:hybrid-pay-plan","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A hybrid pay plan in automotive shops combines elements of flat rate and hourly pay, sometimes including diagnostic rates and commissions. It aims to balance stable income with incentives for productivity.","simplifiedExplanation":"A hybrid pay plan means mechanics get paid some money every hour plus extra money based on how much work they do. This way, they have steady pay but can also earn more if they work more."}},{"startTime":3084.0,"endTime":3100.0,"type":"term","title":"diagnostic rate","url":"/glossary/diagnostic-rate","quote":"And, and it, and it varied because we did have a diagnostic rate. So if they were doing, you know, if they've got 10% of the regular rate, they got 10% at diag rate also.","canonicalId":"term:diagnostic-rate","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Diagnostic rate is a specific pay rate or charge for the time spent diagnosing a vehicle's problem, separate from repair labor rates. It compensates technicians for the often time-consuming troubleshooting process.","simplifiedExplanation":"Diagnostic rate means paying a mechanic for the time they spend figuring out what's wrong with a car before fixing it."}},{"startTime":3685.0,"endTime":3705.0,"type":"term","title":"warranty","url":"/glossary/warranty","quote":"...because every time they sell a car, they generate a new customer. It can only be a warranty customer, right? Doesn't matter. They generated a new customer, right?...","canonicalId":"term:warranty","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A warranty is a guarantee from the manufacturer or dealer that covers repairs or defects for a certain period after purchase. It often encourages customers to return to the dealership for service during the coverage period.","simplifiedExplanation":"A warranty is like a promise that if your new car breaks or has problems, the company will fix it for free for some time after you buy it."}},{"startTime":3729.0,"endTime":3745.0,"type":"term","title":"transmission","url":"/glossary/transmission","quote":"...he takes in his Silverado and the transmission puked. And they're like, well, it's going to cost you $6,000 for a transmission...","canonicalId":"term:transmission","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A transmission is a vehicle component that transfers power from the engine to the wheels, allowing the vehicle to change speeds and move efficiently. It can be manual or automatic and is critical for vehicle operation.","simplifiedExplanation":"The transmission is the part of a car that helps it change gears so it can go faster or slower. It connects the engine to the wheels so the car can move."}},{"startTime":3730.0,"endTime":3767.0,"type":"car","title":"Chevrolet Silverado","url":"/cars/chevrolet/silverado","image":"https://upload.wikimedia.org/wikipedia/commons/0/04/2022_Chevrolet_Silverado_1500_Z71.png","quote":"...ith a Chevy dealership. Okay. And he takes in his Silverado and the transmission puked. And they're like, wel...","canonicalId":"car:chevrolet:silverado","priority":0.5,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Chevrolet Silverado is a full-size pickup truck known for its durability and strong towing capabilities. It's a popular choice among truck buyers and is often discussed in contexts involving heavy use or mechanical issues, such as transmission failures.","simplifiedExplanation":"The Chevrolet Silverado is a big truck that people use to carry heavy stuff or tow trailers. Sometimes, parts like the transmission, which helps the truck move, can break and need fixing.","imageAttribution":"LukaCali (CC BY-SA 4.0)"}},{"startTime":3800.0,"endTime":3850.0,"type":"concept","title":"selling cars and its impact on repair business","url":"/glossary/selling-cars-and-its-impact-on-repair-business","quote":"...I'm selling cars, you know, I'm going to flip cars, I'm like, oh man, because that's the one way to destroy your service side of your business because of the car that you sold...","canonicalId":"concept:selling-cars-and-its-impact-on-repair-business","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Selling cars, especially used cars, can impact a repair shop's service business because customers may return with unexpected issues. Poorly maintained or problematic vehicles can damage the shop's reputation and customer trust.","simplifiedExplanation":"When a shop sells cars, sometimes those cars have problems later. This can make customers unhappy and hurt the shop's business because people might not trust them anymore."}},{"startTime":3883.0,"endTime":3919.0,"type":"car","title":"Mazda MX-5 / Miata","url":"/cars/mazda/mx-5-miata","image":"https://upload.wikimedia.org/wikipedia/commons/0/03/1990_Mazda_MX-5_Miata%2C_front_left%2C_06-08-2024.jpg","quote":"...ded up with was some people brought in like a '91 Miata Miata, and they'd overheated it, like literally b...","canonicalId":"car:mazda:mx-5-miata","priority":0.5,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Mazda MX-5, also known as the Miata, is a lightweight, affordable sports car celebrated for its excellent handling and driving enjoyment. Early models like the 1991 Miata are popular among enthusiasts but can suffer from issues like overheating if not properly maintained.","simplifiedExplanation":"The Mazda Miata is a small, fun car that’s easy to drive and great for people who like sporty cars. Older ones, like from 1991, can get too hot if they aren’t taken care of well.","imageAttribution":"MercurySable99 (CC BY-SA 4.0)"}},{"startTime":5030.0,"endTime":5083.0,"type":"concept","title":"shop succession","url":"/glossary/shop-succession","quote":"\"...I also understand now that this is happening to people. And how do we help these people move through this and look towards the future with a plan for the worst? Because I— one of the things I advocate for is we need to start building a shop day one to sell. Yes. So you can't— you can't think, well, I'll handle that later. No, we need to on day one. What's our exit strategy?\"","canonicalId":"concept:shop-succession","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Shop succession refers to the process of planning and executing the transfer of ownership or management of an automotive repair shop, often from one generation to another or to a new owner. It involves preparing the business for sale or transition to ensure continuity and financial stability.","simplifiedExplanation":"Shop succession means planning who will take over a car repair shop when the current owner stops working or sells it. This helps keep the shop running smoothly and makes sure the business stays successful."}},{"startTime":5706.0,"endTime":5754.0,"type":"car","title":"Ford F150","url":"/cars/ford/f-150","image":"https://upload.wikimedia.org/wikipedia/commons/5/56/2022_Ford_F-150_Lightning_Rear.jpg","quote":"Have faith. One of the, one of the things that happened, um, that was just like the total, like, you wanted to bang your head against the wall. We always tried to have a kid, a high school kid. We had a good relationship with a local auto shop teacher, so we always tried to have a shop helper that would come in after school, sweep the floors, do that stuff. And then if they got all the chores done, then they'd get to help work on a vehicle. So that was kind of the trade-off. And they got paid, don't get me wrong, they got paid. They also had access to all the training that we had. If they wanted to go to our AC/DELCO classes, whatever, they were more than welcome to do that. So it was a, you know, it was a good deal for everybody. And one of my boys, um, his nickname was Diagnostic Todd, um, with the dreamy eyes. He, um, he put power steering fluid into a brake fluid bottle. Oh, and then we topped off, I think, 4 brake systems before we caught it. So we had one F-150 come back with mushy brakes and we're like, what the heck is going on? Yeah, swollen up brake hoses. Total disaster. Figured out what happened. Explained to the customer, hey, this is what happened. We were just totally transparent. This is what happened. It was not intentional. It was a complete boneheaded move accident, but we own it. So we went through that brake system front to back, new master cylinder, new calipers, new— it was front brakes or drums, whole new brake system front to back. Yeah, that customer told everybody that story. And said they screwed up, but they fixed it and they didn't charge me a dime.","canonicalId":"car:ford:f-150","priority":0.5,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Ford F-150 is one of the best-selling full-size pickup trucks in the United States, known for its versatility, strong performance, and wide range of configurations. It's often referenced in discussions about work trucks or family vehicles due to its popularity and reliability.","simplifiedExplanation":"The Ford F-150 is a very popular big truck that many people use for work or carrying things. It’s known for being tough and able to do a lot of different jobs.","imageAttribution":"UltraTech66 (CC BY-SA 4.0)"}}],"speakers":[{"id":"s1","name":"Jeff Compton","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/why-forward-thinking-in-auto-repair-is-critical-jeanann-saintgrace/transcript.vtt","type":"text/vtt"}]}