EPISODE · May 6, 2026 · 1H 32M
Who's Running the Shop: Navigating Challenges and Changes in Auto Repair Management GGP #093
from Garage Grit Podcast · host Brad Hurlock
Host Brad Hurlock of AA Shop Marketing leads a Garage Grit Podcast panel with Josh Brooks (May Automotive, Utah), Reggie (ASG near Indianapolis), and Tom (Total Automotive near Buffalo) on who truly runs a shop when implementing change. They discuss pushback and buy-in around DVI adoption, AI-driven CRM (Service Intel) and the importance of asking “why,” plus quality-control procedures like post-repair photos, test drives, and accountability via checklists and work-order audits. The group covers handling technician resistance, using internal advocates like a shop foreman, and balancing efficiency with preventing comebacks. They also address training methods (including Today’s Class), ASE incentives, secret shopping calls, parts-selection disputes, and changing compensation from hourly to production or tiered flat rate, along with how Tom transitioned to a manager-led operation and succession planning ideas.00:00 Shop Origin Story00:46 Podcast Setup Panelists01:32 Meet Josh May Automotive03:13 Meet Reggie Shop Overview03:59 Meet Tom Total Automotive05:19 Who Runs The Shop06:17 AI CRM Buy In Battle13:12 Quality Control Pushback17:10 Flat Rate Accountability26:32 Audits And Enforcement28:29 Implementation Playbook31:25 DVI Pitch And Buy In37:06 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 Enforcement Tactics01:13:36 DISC Personality Insights01:21:03 Succession And Delegation01:27:42 Future Topics And Wrap
What this episode covers
Host Brad Hurlock of AA Shop Marketing leads a Garage Grit Podcast panel with Josh Brooks (May Automotive, Utah), Reggie (ASG near Indianapolis), and Tom (Total Automotive near Buffalo) on who truly runs a shop when implementing change. They discuss pushback and buy-in around DVI adoption, AI-driven CRM (Service Intel) and the importance of asking “why,” plus quality-control procedures like post-repair photos, test drives, and accountability via checklists and work-order audits. The group covers handling technician resistance, using internal advocates like a shop foreman, and balancing efficiency with preventing comebacks. They also address training methods (including Today’s Class), ASE incentives, secret shopping calls, parts-selection disputes, and changing compensation from hourly to production or tiered flat rate, along with how Tom transitioned to a manager-led operation and succession planning ideas.00:00 Shop Origin Story00:46 Podcast Setup Panelists01:32 Meet Josh May Automotive03:13 Meet Reggie Shop Overview03:59 Meet Tom Total Automotive05:19 Who Runs The Shop06:17 AI CRM Buy In Battle13:12 Quality Control Pushback17:10 Flat Rate Accountability26:32 Audits And Enforcement28:29 Implementation Playbook31:25 DVI Pitch And Buy In37:06 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 Enforcement Tactics01:13:36 DISC Personality Insights01:21:03 Succession And Delegation01:27:42 Future Topics And Wrap
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Who's Running the Shop: Navigating Challenges and Changes in Auto Repair Management GGP #093
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