Ratchet+Wrench Radio

A recent Ratchet+Wrench survey found that the average repair shop customer is willing to settle for a less than impressive customer experience. In this week's episode of Ratchet+Wrench's  Inside the Consumer's Mind  podcast series, editorial director Anna Zeck chats with Ryan Clo of Dubwerx to talk about navigating a negative customer experience, managing customer expectations, and how customer tr...

In this first episode of Ratchet+Wrench's Inside the Consumer's Mind podcast series, editorial director Anna Zeck chats with Dynamic Automotive's Dwayne Myers to learn how shops can approach the sensitive topic of price and avoid making customers feel vulnerable, overwhelmed, or taken advantage of. 

What exactly leaves customers to settle for a below-average repair shop experience and what can shops do to stand out from the crowd and win them over? Shop Fix Academy founder and shop owner Aaron Stokes explains with insight on the two-pronged approach he says is key to win customers over. 

Mark Seawell, Advisor Training Director for RLO Training, discusses what shops can do to build trust with customers and have to convey that into bigger sales and thus a larger ARO. Seawell will be featured in an upcoming issue of the Ratchet+Wrench magazine, so stay tuned for more on the topic. 

Right now, shops across the country are experiencing all-time high car counts and ticket averages. But as business picks up, does your shop have the processes to match?  Desert Car Care's Frank Leutz explains why the devil is in the details, how to protect your processes as you grow, and how improper documentation could be truly costing you.

When it comes to auto repair, there's an education gap. Few attorneys understand the challenges shop owners face in their day-to-day operations, and as vehicles become more complex, the need to have a savvy legal pro in your corner has only become more urgent.  William Ferreira, a go-to repair defense specialist, explains how to bridge the gap and build an attorney relationship that's well worth t...

When it comes to preparing for and investing in electric vehicles, are you better off jumping in or sitting back? Aaron Stokes, 20 year industry veteran and founder of Shop Fix Academy explains how he's approaching a future shift to EVs, including the metrics he's measuring in his own shops and the factors he's tracking along the way. 

You've probably heard all about the value of platforms like Facebook and Instagram when it comes to building business and making connections ... but what about LinkedIn? Desert Car Care's Frank Leutz explains how the platform's algorithm can deliver an unexpected ROI, how to access and connect with second and third-tier audiences, and how to leverage the support of key influencers in your market. 

Matt Wojsaik, shop manager at Utires — which operates two repair locations in the Chicago area — details the results of a study that the company recently conducted. Wojsaik shares the most common reasons consumers avoid the mechanic and some solutions to solve those issues. Wojsaik also reveals the top repairs that consumers hold off on the longest along with much more from the survey. 

Hiring and firing are actions all shop owners must maneuver, but may struggle to master. Roxi Bahar Hewertson, a consultant, business expert and author of books like "Hire Right, Fire Right: A Leader’s Guide to Finding and Keeping Your Best People," shares her tips for setting yourself and your team up for success through the hiring process, as well as how to be thorough and respectful when it's t...

Megan Williams, co-founder of 3P Marketing Solutions, talks with associate editor Mike Munzenrider about what makes a successful social media marketing strategy. While Williams approaches things from a collision repair perspective, listeners across the repair industry will hear some great tips for making the most of your social media efforts

With a boost in post-COVID repair shop business, shop owners are facing fresh pressure to hire and retain talented technicians. Monthly guest and ShopFix Academy founder Aaron Stokes explains why now is the time to invest in your shop's talent before they get a better offer. 

Joel Milne, CEO of RepairSmith, joins the show. RepairSmith is a full-service mobile repair business that is rapidly expanding along the west coast. Milne shares insights on how the company is growing, where it hopes to be in the next few years, and some really great information on the little intricacies of running a mobile repair business and how it all works logistically.

How do your customers feel about your shop? What is their emotional connection to your business and its role in their lives? And ultimately—what does that mean for your bottom line? Desert Car Care's Frank Leutz explains how shop owners can maximize their emotional impact by aligning the physical and digital customer shop experience in a post-COVID culture. 

For Levon Arnold, owner of Long Arm Mechanics in Garden City, Idaho, community outreach is more than a goal. It's been built into his shop's day to day procedures through its own 501C3 program.  Tune in to learn how Arnold went about launching the program, some of the challenges faced along the way, and how the program has been incorporated into the shop's every day workflow. 

A tired, outdated operation can have a bigger impact on your shop's bottom line than you may realize.  Shop Fix Academy founder Aaron Stokes breaks down the remodel process and how shop owners can gauge if it's time for a few simple upgrades or a full refresh, as well as a few inexpensive tricks for simple maintenance that can make an impact. 

Howie Berman, executive director for the American Council on the Teaching of Foreign Languages, joins Ratchet+Wrench Radio to discuss the increasing importance of catering to a multilingual customer base. 

You don't have to be a YouTube influencer to make the most of your video content.  From automated captions and thumbnail images to comment management and video descriptions that tell a story, Frank Leutz, owner of Desert Car Care in Chandler, Ariz., shares a few key tips for making the most of your video content that can help new users discover your shop. 

Bolt On Director of Education John Burkhauser discusses driving and appointment trends of the second COVID summer and what shop owners can expect (and how to prepare) for an influx of used vehicles.

What exactly is geofencing? How does it work and why is it such a powerful marketing tool? Megan Williams, co-founder of 3P Marketing Solutions, a digital marketing company, breaks down the details of this powerful marketing tool and explains how shop owners can add the resource to their marketing efforts. 

Working interviews can help you find your best new hire, but there are some caveats to keep in mind in order to make the most of the process. Greg Bunch, owner of Aspen Auto Clinic, founder of the Transformers Institute, and winner of this year's Best Workplaces, shares a few key tips his team has learned through the years when it comes to holding working interviews. 

Plenty of shop owners in a hurry to expand their operations, but advantages of running a small operation are often overlooked.  This week, as the owner of his own small shop, Aaron Stokes highlights the hidden perks of running a small shop and how "thinking small" can help boost efficiency for shops of all sizes. 

In this episode of Ratchet+Wrench Radio, Greg Skolnik, industry coach and owner of Motor Works auto repair in Rockville, Md., speaks to the importance of setting up a retirement account for employees. Skolnik dives into the competitive advantage it offers the company and why he sees it as an essential business practice moving forward. 

In this special promotion from BOLT ON TECHNOLOGY, John Burkhauser surveys the contemporary training landscape and provides insight as to why you should train everyone on your staff (even if they leave).  John ‘JB’ Burkhauser is an Auto Repair Specialist with over 35 years of experience, from A-Level and ASE Certified Master Technician, Shop Foreman, Advisor and Shop Manager, to Automotive Trade S...

In a world that can be filled with rejection, how can you break past the internal gatekeepers that can block your path to potentially powerful business partnerships? From email introductions to cold call policies and the power of spearheading your own media production, Frank Leutz, owner of Desert Car Care in Chandler, Ariz., has a few strong ideas.