Who's Running the Shop: Navigating Challenges and Changes in Auto Repair Management

Who’s Running the Shop? Lead Tech vs Owner on Process, DVI, QC, Training, and Pay PlansOn the Garage Grit Podcast, host Brad Hurlock (AA Shop Marketing) moderates a panel with Josh Brooks (May Automotive, Utah), Reggie (ASG, Indianapolis area), and Tom (Total Automotive, near Buffalo, NY) about who truly runs a shop when owners implement changes and face pushback from lead techs or staff. They discuss improving customer experience with DVIs, secret shopping phone calls, and quality-control processes like post-repair checkouts and test drives, including debates over who should do them and how to ensure accountability through checklists, audits, and one-on-ones. Tom shares lessons from adopting the AI-driven Service Intel CRM and solving buy-in issues by asking “why” and changing hardware, plus using Carfax and customer interviews to correct service history. The panel covers technician training options (including Today’s Class), ASE incentives, tiered/production pay plans, parts-brand pushback, DISC assessments, and succession/manager development.00:00 From Student to Owner00:46 Podcast Setup and Guests05:19 Who Runs the Shop06:17 AI CRM Buy In Struggles13:12 Quality Control Pushback17:10 Flat Rate Accountability28:26 Making Change Stick31:25 DVI Upgrade Pitch37:06 Secret Shopping Insights38:49 Paying for Inspections41:43 Training Requirements Debate48:36 Cert Pay Expectations49:51 Hiring With ASE Training52:32 Modern Training With AI55:45 Selling Training To Techs59:30 Switching Pay Plans01:01:37 Tiered Flat Rate Results01:05:35 Parts Choice Pushback01:10:24 Process Buy In Tactics01:13:36 DISC Personality Insights01:21:03 Succession And Wrap Up