Global MBA to Local Shop: Mitch Krstovski on Customer Retention, Overstaffing for Growth, and Systems at 5th Avenue Auto Service

Mitch Krstovski did not enter this industry through the usual path. He studied business, lived abroad, spent time in New Zealand, and earned an MBA through MIT while based in Shanghai. He was on track for a corporate career in China until life pulled him back home fast. His dad was fighting cancer, his brother was overwhelmed running the family dealership, and Mitch stepped in to help carry the load. That experience changed everything, and it eventually led Mitch to buy 5th Avenue Auto Service in Escondido, California, a full service independent shop known in North County San Diego for clean facilities, honest service, and a customer experience that does not feel like the greasy bay stereotype. In this episode, Mitch gets practical about what most owners actually need right now. Customer retention, service writing, and sales systems that keep a busy shop from turning chaotic. He talks about why he is willing to be intentionally overstaffed in the name of growth, how he thinks about margins and profit, and why transparency through inspections and DVI style communication builds trust faster than any script. He also shares how coaching, EOS, and training environments like ATI shaped his approach to leadership and accountability. If you want to run a real business, not just fix cars, Mitch's story brings a sharp, outside the industry perspective that still respects what happens in the bays. Links: Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.