"You’ve got to be creative now with marketing" — Tom Sciortino | GGP 95

Most auto repair shops don’t struggle with skill—they struggle with perception. In this episode, Tom Sciortino breaks down how trust, communication, and customer experience directly impact revenue, retention, and long-term growth.Tom’s journey started in 1986 with a belief he could “do it better.” But early on, the real challenge wasn’t fixing cars—it was shaping how customers perceived his shop. Building trust, standing out locally, and communicating value became the real battleground.The turning point came when Tom realized that technical excellence alone wasn’t enough. Customers didn’t see the value of ADAS, pricing felt high without context, and shops hesitated to collaborate out of fear of losing business. The gap wasn’t operations—it was messaging and positioning.So he changed everything. From Uber rides for customers to full transparency in inspections, reward programs, and collaborative partnerships with other shops—Tom rebuilt the customer experience around clarity and trust. Every touchpoint became intentional.The result? Stronger retention, reactivated lost customers, new revenue streams through ADAS, and a reputation that turns competitors into collaborators. This episode is a blueprint for any shop owner ready to win through perception—not just performance.GuestsTom Sciortino — Total Automotive (Buffalo, NY)What you’ll learnHow communication builds trust and increases approvalsWhy customer experience justifies higher labor ratesTurning competitors into referral partnersUsing education to sell complex services like ADASHow rewards programs bring lost customers backWhy convenience (Uber, texting) drives loyaltyPositioning your shop as a premium experienceMarketing through collaboration, not competitionTimestamps00:00 – Introduction to Origin & Impact02:30 – 40 years in business lessons05:10 – Educating customers on ADAS08:30 – Pricing perception challenges11:00 – Building trust through documentation14:20 – Collaborating vs competing17:00 – Creating new revenue streams20:10 – Finding growth opportunities23:00 – Hosting education for visibility26:00 – Building industry relationships29:10 – Attracting younger technicians32:20 – Charging what you’re worth35:00 – Selling experience, not repairs38:10 – Uber strategy for customer trust42:00 – Convenience as a marketing tool45:10 – Managing walk-ins vs scheduling48:20 – Designing a premium waiting experience51:00 – Communication as a growth driver54:00 – Rewards program and retention57:30 – Creative marketing strategies01:00:30 – Using team feedback for growth01:04:00 – Hiring for culture over skill01:08:00 – Coaching and business transformationCall-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/garagegritKeywordsauto repair marketing, shop trust signals, customer communication, reputation management, auto repair branding, local shop visibility, customer experience strategy, ADAS marketing, shop differentiation, customer retention strategies,Episode MetadataEpisode: GGP 95Guest: Tom SciortinoShop: Total AutomotiveLocation: Buffalo, NY