“You Have to Do Something Visually Catching” — Josh Brooks | GGP #98

Visibility changes everything in auto repair. In this Origin & Impact episode of the Garage Grit Podcast, Josh Brooks explains how customer perception, community presence, and communication directly impact growth for an independent shop in Utah. From building design to technician culture, Josh shares how small customer-facing changes created stronger trust and increased awareness in a competitive market.Josh Brooks of May Automotive grew up around the family business started by his wife’s grandfather in 1959. As a third-generation owner, Josh inherited more than a repair shop—he inherited decades of customer expectations, community reputation, and a legacy built on relationships. But as the local market changed and surrounding businesses blocked visibility from the road, the shop faced new challenges in how customers perceived the business.The turning point came when growth around the shop began reducing visibility and customer awareness. Josh realized customers weren’t noticing the business anymore—even longtime locals thought the shop was brand new after exterior updates. That forced a shift in how the shop approached branding, communication, hiring, and customer-facing systems like DVIs.Instead of relying solely on technical skill, May Automotive focused on improving presentation, communication, and customer trust. Josh discusses the importance of shop appearance, transparency, technician culture, customer education, and how modern systems can improve customer confidence without sacrificing the personality of a family-owned business.This episode gives independent shop owners practical insight into how visibility, trust, and customer perception influence growth long before a customer approves a repair. From shop branding to hiring younger technicians, Josh shares lessons any repair shop can apply immediately.Guests:Josh Brooks — May Automotive (Utah)What you’ll learn:Why shop appearance impacts customer trustHow visibility affects local customer awarenessBuilding customer confidence through communicationWhy DVIs improve perceived professionalismHow culture shapes technician retentionPositioning a family shop for modern customersWhy presentation matters before repairs beginTimestamps00:00 – Why visibility matters for trust02:14 – Growing a third-generation shop05:03 – Paint as a marketing strategy08:10 – Customers noticing the shop again10:19 – Choosing the right DVI system14:22 – Generational differences in technicians16:45 – Family-first culture and retention19:18 – Creating shop community internally22:26 – Why people seek connection24:43 – Explaining culture to new hires27:33 – Hiring challenges in auto repair30:04 – Recruiting through trade schools34:01 – Building trust with DVIs38:10 – Local politics and shop growth42:15 – Competing against other trades46:07 – Mitchell software and customer flow51:40 – Selling the next phase of growth56:51 – Expansion plans for the future01:00:07 – Why local involvement matters01:05:18 – Growing people before growing shopsCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more Origin & Impact shop owner stories.Want to be a guest? Share your story in the group.LinksStart Here: https://addi.me/2026Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritEpisode: GGP #98Guest: Josh BrooksShop: May AutomotiveLocation: Utah