Quantcast
Jump to content

This Auto Repair Shop is Screwing You

Changing The Industry
 Share

Recommended Posts

bantar Community Regular

bantar

Posted
Posted

This Auto Repair Shop Podcast is Screwing me!   And I didn't even get dinner beforehand!   Rather than listening via my podcast app, I played this youtube version, only to find out it is a 6 minute Clickbait teaser!   Then you goto their website and it's not there....   that is the clickbait title is absent from the actual episode.    It is entitled:  "ASOG Podcast LIVE at Vision KC with Phil Norvold of Max-Bilt Off-Road and Jamie Kane of Legends Marketing"

I've listened to a number of these podcasts and others.   In a nutshell, I classify these as "relevant" vs "intellectual" podcasts.   Most of what I've listened to so far has been relevant.    Normally, having just said "intellectual", I'd sling a friendly insult as I feel like I know them quite well after listening for hours and hours, but they don't know me.   I'm just an audience member, so my clever joke would fall flat!   😉    I like them and their topics and recommend listening.

  • Like 1
  • Thanks 1
bantar Community Regular

bantar

Posted
Posted
2 hours ago, Joe Marconi said:

I really don't know where to start. This video brings up valid points. However, like so many other podcasts, articles, and other media sources, it brings up the negative side of our auto repair shop industry.  Personally, I don't like it.  I am hesitating a bit, only because Auto Shop Owner is an open forum and we need to hear ALL voices, ALL opinions and ALL sides.

 

Like you, I only listened to the YouTube Video, but after reading this, I listened to the whole podcast to see what I missed.   Negativity would be uncharacteristic for them, but speaking openly and truthfully is their style, even if it hurts your feelings.  They often say mean things like "raise your rates!".   Like many of their podcasts, this one took a right turn from the main topic (which wasn't clearly defined anyway) for a bit and this really delved into a conversation on Trust (of your shop by customers).   Some of the trust issues were brought to the surface by other shops communicating poorly, sometimes intentional and sometimes not.   In general, the conversation was positive with a spin towards how professionals should act. 

Summary:  This short title listed here is truly worthy of the description:   Clickbait

  • Like 1
bantar Community Regular

bantar

Posted
Posted
57 minutes ago, xrac said:

This is such a frustrating business not only do we have to deal with customers who may not understand anything but competitors who love to cut our throats.  This week I got a 1 star review because we were 3 times the price of some unnamed shop (or shade tree guy) on a repair.  Of course, we don't know what was done or not done or what quality parts were used or what skill the guy working on it had.  We had quoted pads, rotors, and calipers front and rear on a rust bucket with 200,000 miles that the owner wanted to pad slap.     

Have similar recent scars....   I read your review responses and I take a bit of a different approach when responding to haters.  You thanked your hater.   While it came off as nice and friendly, I only read that you were expensive and maybe it was because of better parts.   You didn't tell me that it was a rust bucket.  Had I known that, my impression would be quite different.    I do commend you for responding with grace.

I assume that the person that wrote the review is dead and never coming back.  I have no desire to interact with them (after exhausting phone contact attempts to resolve it).   Instead, I write to the future readers of this review.    If I messed up, I own it, but if they are unreasonable, I want the readers to see this and to dismiss this review on their own accord.  

It takes me 1-2 days and 10-12 iterations to put the necessary flowery words around the very negative things I have to say.  😬  I invest this time and effort because I'm marketing to the future reader.   Most of the time, they have 3 sections: empathy / concern, negative stuff and positive stuff.   By not responding immediately, I'm no longer acting out on anger.  

On the last review where we were called rude, my manager wanted to be all corporate-like with "we will do better" words.  I listened, but disagreed.   He's usually right though and who knows, maybe was right here too.   My response totally dismissed her demanded entitlement.

I have found that many people are reading our reviews and surprisingly, they are coming from further away than normal because of the overall good reviews.   They will sometimes tell me about a bad review and relate that they didn't believe it was our fault. 

Who did your customer a bigger disservice?  You for being thorough to solve his critical safety system or the other guy that did the bare minimum but gave him favorable pricing.   Your safety minded customers would agree that the other guy offered a disservice.    It's a marketing opportunity for you to connect with these safety-minded customers! 

I have to say that those unearned negative reviews hit me personally.   Because of this, I'm unable to write bad reviews of other businesses.  I will write positive ones when deserved.

 

  • Like 1
  • 1 month later...
bantar Community Regular

bantar

Posted
Posted
25 minutes ago, DUFRESNES said:

Today we got a google 1 star review.  As owner, I answer all Google reviews.  We have 386.  This person said this place (our shop) doesn't even know how to change oil in a Prius.  I looked him up.  He hasn't been in since 2009 with a Subaru never his Prius.  How to stop Bad reviews that aren't ours?    I wrote this on the review, plus we have on file 130 Toyota Prius.

You can't.  But, you can use this as a marketing opportunity.   Many folks when looking at reviews, get the main score and then look at the responses to the bad reviews and also look at the most recent responses to get a feel for your shop.   Here's how I respond to a bad review:

First, call them to see if you can make it go away.  Maybe it was a simple misunderstanding.   If this fails, then I do not care about the reviewer.  I'm responding, but I'm NOT responding to the reviewer.  This is your marketing opportunity.   You are responding to those that read these bad reviews to see how the owner reacted.    I generally start with empathy and agree with what their concern is.   e.g.  I too would be unhappy if my shop could not handle a Prius.   Then, I tell the story of the reviewer.   Just the facts.  Often, they look uneducated or selfish or mistaken when I'm done.   Then I wrap it up with positive.

Without reading your review...  here's a mini-template to try:    I too would be unhappy if my shop could not handle a simple Prius oil change, however, seeing that you've not visited our shop since 2009, I wonder if you've directed your complaint to the wrong shop?   We do not even show a Prius on your account.   We did call you in an attempt to resolve this issue, but have not received any response.   We do Prius oil changes and/or repairs weekly.  Had you visited our shop, I'm betting that you would be much happier than you are now.   As you can see with our great reviews, this is uncharacteristic for our highly rated shop.  If you have any further information to share with us, I'd like to hear it.  Please call me, name, at 555-1212 to discuss further. 

Embrace it.  Again, this is written to your future customers who are reading your bad reviews.   If they read the review and think the reviewer is mistaken or just wrong, then you're off the hook.  Now, reel these new customers in.  They sided with you in their quick read of this review.  I've had people tell me that such and such is a $^&(#!!!   They do get read and processed with reason.   And you don't want the ones that pick the wrong side, so they don't dirty your doorstep.

I have fun with my review responses.   I take the bad ones seriously and write 5-15 edits before I post a response.  But with my good reviews, I answer everyone and keep it lighthearted and again, market to my review readers.

An undeserved bad review sure ruins your day, but it's not terrible.    It's only terrible if you deserved the review and any good shop will try to make it right anyway, so ultimately, it's not terrible.

Most of my 1 star reviewers have never entered my shop.   I have one that I deserved, but offered to have repaired.  We dented an Aluminum F-150 door.  (Who puts aluminum on trucks???)   I have some who are mad that their car has multiple problems that I won't fix for free.   And like you, I have some that are mad at someone else, but I'm being blamed.   All in all, I still have a high rating.    

Hope you find this helpful.

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share
Go to topic listing

  • Available Subscriptions

    See all Subscription Plans

  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
         0 comments
      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.

  • Similar Topics

    • carmcapriotto
      Stop Hiring in Panic Mode: Build a Recruiting Pipeline for Your Shop [RR 1094]
      By carmcapriotto
      Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode Host Carm Capriotto welcomes Chris Lawson, founder of Technician Find, to discuss one of the biggest challenges facing independent auto repair shops today: finding and keeping great technicians.
      Chris explains why many shop owners fall into what he calls "fire alarm syndrome," waiting until a technician leaves before starting the hiring process. That reactive approach often leads to rushed decisions, poor hires, and ongoing turnover. Instead, he advocates for an "Always Be Recruiting" mindset, where shops continuously build relationships with potential candidates long before they have an opening.
      The conversation explores practical strategies for becoming a destination workplace, creating a recruiting pipeline, and building a culture that attracts top talent in a competitive market.
      What You'll Learn Why reactive hiring creates costly staffing problems How to build a bench of pre-qualified technicians before you need them Why becoming "10-mile famous" can help attract both technicians and customers How culture-focused marketing can outperform traditional help-wanted ads The three things technicians value most: respect, growth, and compensation Why sign-on bonuses often fail and how to structure them more effectively Practical ways to engage passive candidates who are not actively job hunting Resources available through Chris Lawson's free online community for shop owners
      The best time to recruit a technician is before you need one. Shops that continuously market their culture, build relationships with local talent, and maintain a pipeline of qualified candidates are better positioned to grow, avoid staffing emergencies, and create a workplace where top technicians want to stay. Recruiting is no longer an occasional task. It is an ongoing business strategy. Chris Lawson, TechnicianFind.Com Love your shop? Stay, but stay ready. Auto techs join to level up, find good shops, and keep tabs on top indie jobs nationwide. Techs only. No BS. Independent Wrench Jobs: https://www.skool.com/independentwrenchjobs Finding Technicians Part 1- Chris Lawson [RR 803]: https://remarkableresults.biz/remarkable-results-radio-podcast/e803/
      Finding Technicians Part 2 – Chris Lawson [RR 816]: https://remarkableresults.biz/remarkable-results-radio-podcast/e816/
      Technician Attraction Blueprint [RR 921]: https://remarkableresults.biz/remarkable-results-radio-podcast/e921/
      Attract, Develop, and Retain Top Automotive Talent [CC 113]: https://remarkableresults.biz/remarkable-results-radio-podcast/cc113/
      Beyond Babysitters: Developing Strong Managers and Financial Transparency [RR 1076]: https://remarkableresults.biz/remarkable-results-radio-podcast/e1076/
      Thanks to our Partners, NAPA Auto Care and NAPA TRACS
      Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care
      NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/
      Connect with the Podcast:
      Visit the Website: https://remarkableresults.biz/
      Subscribe on YouTube: https://www.youtube.com/carmcapriotto
      Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/
      Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Special episode collections: https://remarkableresults.biz/collections Buy Me a Coffee: https://www.buymeacoffee.com/carm   The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm                                          Click to go to the Podcast on Remarkable Results Radio
    • Joe Marconi
      Why You, an Auto Shop Owner, Should Consider Coaching
      By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • Riccardo
      If you had to step away from your shop for 30 days tomorrow, would your business continue operating successfully without you?
      By Riccardo

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • Riccardo
      Why Are Modern Vehicles So Expensive to Repair?
      By Riccardo

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • carmcapriotto
      Is Your Shop the Problem? Hard Truths from the Voice of the Technician Survey Results [RR 1084]
      By carmcapriotto
      Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode Host Carm Capriotto speaks with Jay Goninen, co-founder and president of WrenchWay, about insights from the 2026 Voice of the Technician Survey and what it reveals about the state of the automotive workforce.
      Jay encourages shop owners to download the free report to uncover blind spots and start meaningful conversations with their teams. The data show that technicians strongly prefer a four-day, 10-hour workweek with no weekends, along with proper equipment, paid vacation, retirement benefits, and paid training.
      While dealership technicians made up a larger share of respondents, independents stood out in workplace culture. 63% of independent technicians would recommend their shop to a friend, compared to 36% at dealerships, though dealerships scored higher in providing paid training. Across both groups, technicians favor an hourly wage plus bonus structure, which many feel better supports diagnosticians than traditional flat-rate systems.
      The discussion also highlights a troubling trend: the industry’s Net Promoter Score dropped to -60 in 2026, signaling that many technicians would not recommend the profession to others.
      To strengthen the talent pipeline, Jay discusses ASE Connects, a new initiative aimed at connecting shops with high school and technical school automotive programs to support them through mentorship, advisory roles, and community engagement.
      Carm also advocates elevating the profession by shifting the language from “mechanic” or “technician” to “specialist,” emphasizing the expertise required to work on today’s vehicles.
      Overall, the episode serves as a wake-up call for shop owners to use the survey insights to evaluate their culture, communication, and work environments, and to become employers technicians are proud to recommend.
      https://wrenchway.com/resources/2026-voice-of-technician-survey-report/
      Jay Goninen, Co-Founder and President, WrenchWay
      Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: - Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ - Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters - Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 - Subscribe on YouTube: https://www.youtube.com/carmcapriotto - Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ - Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ - Visit the Website: https://remarkableresults.biz/ - Join our Insider List: https://remarkableresults.biz/insider - All books mentioned on our podcasts: https://remarkableresults.biz/books - Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom - Buy Me a Coffee: https://www.buymeacoffee.com/carm - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ - The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ - Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm                         Click to go to the Podcast on Remarkable Results Radio


  • Similar Tagged Content

  •
    Joe Marconi

    Every shop owner tracks gross sales. But is that really the number you should be focused on?

    By Joe Marconi, in Joe Marconi's Tips and Articles,

    0 comments 1 33 views
    Joe Marconi

    Five Proven Tips to Improve Your Bottom Line

    By Joe Marconi, in Selling Automotive Repair,

    1 comment 8,448 views
    Joe Marconi

    Marketing Strategies To Attract and Retain Your Ideal Customers

    By Joe Marconi, in Automotive Marketing,

    1 comment 7,923 views

  • Our Sponsors

Main Sections

More Sections

Discussion Forums

×
×
  • Create New...