Ratchet+Wrench Radio
Ratchet+Wrench
Updated about 20 hours agoRatchet+Wrench Radio offers four tracks each month that explore the industry's biggest trends, most pressing topics, and the leadership and business management tips and strategies you need to thrive.
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Episodes (481)
Why I Hired a Coach (and Why You Should, Too) | Kevin Oswald
In this episode of Ratchet+Wrench Radio, Kevin Oswald, owner of Oswald Service and Repair in Idaho Falls, Idaho, talks about his decision to hire a coach and the difference it made for his shop. He also opens up about changing coaches and why for some owners, a different perspective can add to their growth and success.
Can Shopgenie Change How Shops Do Business? | Kieran O’Brien
In this episode, Kieran O'Brien, co-founder of new CRM Shopgenie, talks about how the pitfalls of auto repair shops and their ability to follow up with online customers. We also discuss how the CRM can help shop owners rake in Gen Z and mobile-first customers with its online scheduling and automation capabilities. Sponsored by Ford Motorcraft
Why We Started Four-Day Workweeks | Erin Vaughan, Kinetic Auto Service
This week on Ratchet+Wrench Radio, Erin Vaughan, owner of Kinetic Auto Service in Regina, Saskatchewan, stops by to talk about why her shop instituted a four-day workweek and how. Earlier this spring, Vaughan made the decision and she discusses how she arrived at it, and also discusses: How the shop's days and weeks are structured Consulting the team and how they've responded to the change What she's learned about workflow management in a four-day week Whether KPI has been affected and how productivity has changed Training her clients and eliminating waiters completely Short weeks as a means to attract new talent How owners looking to try a four-day workweek can get started
Why I Invested in an EV Charger | Matt Lofton
In this episode, Matt Lofton, owner of Strut Daddy's Complete Car Care, discusses one step he's taken toward electrification. Lofton added an EV charger inside his Roxboro, North Carolina, shop and talked about: His decision to do so despite being in a rural Why he decided to purchase an EV charger Which type of EV charger he chose and why How he uses the charger within his shop's workflow What shop owners need to know about their shops before making the decision to buy one This episode is sponsored by Ford Motorcraft.
Developing Rock Star Service Advisors | Jeremy O’Neal
In this episode, Jeremy O'Neal, owner of Freedom Auto Repair and president of Advisor Fix, discusses a service advisor's role in the shop and how the best advisors perform. He discusses: His definition of a service advisor How and why he started Advisor Fix The characteristics and qualifications of a solid service advisor What owners should look for in a service advisor How advisors can grow through training Why shop owners should invest in front-of-house training
How I Get More Customers Using Digital Marketing | Andrew Knudsen with Dan Vance
In this episode of Ratchet+Wrench Radio, Andrew Knudsen, vice president of Coventry Motors in Huntington Station, New York, and Dan Vance founder of digital marketing agency Advanced Local talk about digital advertising. Knudsen and Vance were featured in the January 2023 issue Case Study “How I Invested in Digital Marketing.” The two talk at length about how they met, why Knudsen hired Vance and what shops can learn from their partnership as client and service provider. You’ll learn the following: • How Andrew handled his shop’s digital marketing before outsourcing to Dan • When they pair began working together and why Andrew felt he needed help • Dan’s process for analyzing a customer’s digital marketing needs • Common pitfalls that plague auto shop websites • What strategies Dan used to help Andrew grow his business online • Why retargeting keywords helped Dan get Andrew the right type of customers • The difference between programmer and Google ads • The benefits of outsourcing digital marketing • Digital marketing versus word of mouth • How digital agencies shop show owners ROI
How I Built and Operate Hailey Auto Clinic | Alex Dunn
In this episode, Alex Dunn from Hailey Auto Clinic in Hailey, Idaho, stops in to talk shop. You may remember Alex's shop from the December 2022 issue of Ratchet+Wrench. Today, Alex discusses why he chose to custom-build his shop, how he worked with his architect, some of the features he chose and how Hailey runs its day-to-day operations.
How Shops Can Easily Access OEM Repair Information | Mark Allen, OEM1Stop
In this episode of Ratchet+Wrench Radio, Mark Allen of OEM1Stop talks about how his organization's website can help shops get OEM-specific repair information in minutes. He discusses: How long OEM1Stop has been in service Which OEM-specific repair information shops have access to on the platform What technicians can expect when using the interface How often the information is updated by OEMs What the learning curve for using the website and how to best use it How OEM1Stop can help techs with advanced repairs on newer vehicles How to access the information What the fee for service structure is for OEM1Stop
What I’ve Learned as a First-Time Shop Owner | Jesse Sammons, Thoroughbred Motors
In this episode, Jesse Sammons of Thoroughbred Motors in Ramona, California, talks about the lessons he's learned in his first two years of shop ownership. Jesse opened his auto repair shop—45 minutes from downtown San Diego—during the height of the pandemic in 2020. Today, he reflects on his career as a technician and the takeaways he got from working at other shops that have helped him succeed in his own. Jesse discusses: Opening a shop during COVID His start in the auto care industry Working to build a shop that was different from the other shops he had worked at before The things he thought would be easy but have proved to be challenging Making the mental switch from technician to shop owner How he's creating a nurturing work environment for his team His philosophy on customer service and his approach to marketing How he will lead his shop through the rapid changes happening in California
Setting Boundaries and Managing Customer Expectations (w/ Tonnika Haynes)
In this episode, Tonnika Haynes of Brown's Automotive in Chapel Hill, North Carolina, discusses boundaries and expectations. Every shop needs to have a protocol on how to help customers who don't fully understand what shops can and cannot do within reason. Tonnika discusses: Being a second-generation shop owner How she decided to get into the industry and taking over her father's shop How she manages customer expectations How she handles difficult customers Helping customers understand the difference between the dealership service model and how independent shops work How to set personal boundaries How overwork put her in the hospital and why shop owners need to take time off Why she loves shop ownership
Podcast: The Life of Shop Owners w/ Joe Marconi
In this episode of Ratchet+Wench Radio, my guest is R+W columnist Joe Marconi. Joe owned his shop Osceola Garage for 41 years before retiring in 2022. Today, he talks about the things that keep shop owners up at night and other situations shop owners face. We discuss: The 'What if's" that cause anxiety in shop owners The responsibility of providing gainful employment and benefits to your team How to confront your negative thinking How to delegate and break perfectionism The importance of creating the right systems and processes for success How one-on-one meetings create confidence in a shop owner's vision Why shop owners need to be visible and transparent with their team How goal setting helps team buy-in Why having a plan for emerging tech and sharing it with the team matters even if you're not going to execute it in the near future How to always remember what you're grateful for and why you do what you do
How to Establish Trust and Win Customers Online - Part 2 (w/ Jimmy Lea)
In the second installment of this two-part series, Jimmy Lea, product evangelist at Kikui, is back to show shop owners more about developing and growing trust online through Google. This week, Lea talks about: What the sweet spot is for Google Reviews. How to optimize the replies you add to customer reviews to help others better find your shop. How many positive reviews does it take to grow your star rating? Whether Facebook Reviews have more weight than Google Reviews. The importance of having a consistent listing across the entire web. How much weight Google places on customer reviews in its algorithm? An email hack email to get a review and schedule the next service appointment at the same time.
How to Establish Trust and Win Customers Online - Part 1 (w/ Jimmy Lea)
In this episode, Jimmy Lea, product evangelist at Kikui, kicks off this two-part series on how shop owners can develop trust online through Google. This week, Lea talks about: Why shop owners need to pay attention to Google Reviews Why obsessing over 5-star ratings isn't the right strategy with Google Why shop owners must engage with customer reviews and why Google loves this How to report consumer abuse (false reviews)aimed at tanking your reviews What is review gating and why it's a bad practice for your shop How to properly solicit customer reviews How to get optimized Google reviews to attract the right customers
How We Set Up Our Shop for ADAS (w/ Silver Lake Auto and Tire Centers)
In this episode, Ratchet+Wrench Radio welcomes Tyler Peartree and Jim Nawrocki of Silver Lake Tire and Auto Centers. They discuss how Silver Lake successfully implemented ADAS services and what shop owners need to know about cost, benefits, liability and space requirements.
Podcast: 2023 Best Workplaces: Curt’s Auto Repair
In this episode, the last in our 2023 Best Workplaces podcast series, our guest is Curt Rock, owner and founder of Curt's Auto Repair in Phoenix, Arizona. He talks about his shop, how he developed his people-focused inverted pyramid leadership style, his hiring process, how he takes care of his technicians and what serving multiple generations of families means to him.
Podcast: 2023 Best Workplaces: SimplyTRUE Auto Group
In this episode, the first in our 2023 Best Workplaces podcast series, Will Dunford, chief operating officer at SimplyTRUE Auto Group, talks about the shop, its culture, what makes it an anomaly in the auto care industry and the value of nurturing people (and their families).
Rissy Sutherland on Her Past, Her Passion and Her Pursuits
In this episode, Rissy Sutherland, CEO and president of Drive Automotive Services, an Atlanta-based corporate office that runs repair shops for all major vehicle brands across six states and under a handful of operating banners, talks shop with host Chris Jones. Rissy talks about her childhood in her father's auto repair shop, going to tech school as a female, the triumphs and challenges of being a woman in auto care, how she built her business and more.
Nonprofit Auto Repair: From Social Worker to Shop Owner (w/ Kathy Heying)
In this episode, Cathy Heying, founder of The Lift Garage in Minneapolis, Minnesota, visits Ratchet+Wrench Radio to talk about the inner workings of nonprofit auto repair shops. Heying, who was once a social worker, made a career change at 38 in order to help more people in real time. Here's what we discussed: Her time as a social worker When she became an auto technician The founding of The Lift Garage How the nonprofit operates How she helps customers understand car care How her techs are compensated Partnering with outside independent auto repair shops to service her customers The challenges of her work that differ from what other shop owners face.
Talking Shop with Jeff Beck of Beck’s Garage
In this episode, Jeff Beck, owner of Beck's Garage in Oklahoma City, Oklahoma, joins Chris Jones to talk about how he got started in automotive, the creation of his shop, his affinity for Route 66-style Americana antique decor, show he trains his team and his love for repairing classic cars.
Podcast: Mango Automotive’s National Growth Plan (w/ Jesse Jackson)
In this episode, Jesse Jackson, owner of Mango Automotive, talks about her drive to make her brand of auto repair shops a national name. She shares how she got into the auto care industry, getting into her first shop, how she skillfully acquires new shops, her onboarding process and the timeline for full national coverage.
Podcast: Providing Modern Tools for Today’s Automotive Students (w/ Suresh Krishna)
In this episode, Suresh Krishna, CEO of Northern Tool+Equipment stops by Ratchet+Wrench Radio to discuss his company's latest role in helping high school automotive programs. Through Tools for the Trades, students get to use professional-grade tools found in auto repair shops to learn about the industry and work on vehicles. Suresh also discusses Northern Tool+Equipment's partner in the program, NASCAR legend Richard Petty and how he got involved with the program.
Podcast: Stellantis Shows Its Hand and Other Right to Repair Updates (w/ Bob Redding)
In this episode, ASA Washington, D.C. representative Bob Redding visits Ratchet+Wrench Radio to talk about a variety of Right to Repair topics. We discuss: Stellantis and its new business focused on monetizing consumer vehicle data. What's going on behind the scenes in Washington, D.C., with Right to Repair advocates and OEs. What the automotive aftermarket can do right now to show its support. Why 2023 is a pivotal year for Right to Repair legislation. What the automotive aftermarket can learn from the Farm Bureau-John Deere memorandum of understanding in agricultural Right to Repair. What's next for Maine's Right to Repair advocates now that the signature threshold has been met.
Podcast: Ratchet+Wrench Management Conference Announcement
If you attended the 2022 Ratchet+Wrench Management Conference, you were treated to a Texas-sized conference in downtown Arlington, Texas with over 30 sessions, top-flight presenters and many networking opportunities. This year, the Ratchet+Wrench Management Conference is in Aurora, Colorado, from September 21-23, 2023 at the Hyatt Regency Aurora Conference Center. And much like conferences in the past, here's what you can expect from the 2023 Ratchet+Wrench Management Conference: Three days of learning from industry experts and peers Over 30 strategy sessions focused on improving your business Dedicated networking to build high-value connections Unlimited opportunities for personal growth Registration is now open, AND we're holding a call for speakers this year. This means you or someone you know and admire can be recommended to speak at the 2023 conference. We want fresh faces, new ideas and topics that matter to you right now and in the future. Deadline to submit or nominate: MARCH 1. The online form is open to shop owners, vendors, and other stakeholders to nominate speakers, suggest session topics, and guide the direction of the 2023 event. Click here to view the submission form and nominate a speaker or suggest a session topic. Click here to register as an attendee for the 2023 conference.
How to Recession-Proof Your Shop (with Brad Fink)
In this episode, Brad Fink of Christian Brothers Automotive talks about how shops can weather a potential recession. He shares his experiences as a shop owner and as a leader within the franchise on how he's approached economic tightening through conservative business practices while continuing to give to customers and the community.
How to Approach Electrification (with Chris Salvo)
In this episode, Chris Salvo of Electrified Garage talks about how shops should ready themselves for electrification. He shares insights from his career working with Tesla and offers ways shop owners can start getting their technicians up to speed on understanding EV parts and maintenance.