Podcast: Setting Boundaries and Managing Customer Expectations (w/ Tonnika Haynes)

Tonnika Haynes, owner of Brown's Automotive in Chapel Hill, North Carolina, talks shop ownership, managing her customer's service expectations and a health scare that changed how she worked.
April 25, 2023

In this episode, Tonnika Haynes of Brown's Automotive in Chapel Hill, North Carolina, discusses boundaries and expectations. Every shop needs to have a protocol on how to help customers who don't fully understand what shops can and cannot do within reason. 

Tonnika discusses:

  • Being a second-generation shop owner
  • How she decided to get into the industry and taking over her father's shop
  • How she manages customer expectations
  • How she handles difficult customers
  • Helping customers understand the difference between the dealership service model and how independent shops work
  • How to set personal boundaries
  • How overwork put her in the hospital and why shop owners need to take time off
  • Why she loves shop ownership

Subscribe to Ratchet+Wrench Radio on your platform of choice:

About the Author

Chris Jones

Group Editorial Director

Chris Jones is Group Editorial Director for the Vehicle Repair Group at Endeavor Business Media. He’s a multiple-award-winning editor and journalist and a certified project manager now providing editorial leadership and brand strategy for the auto care industry's most trusted automotive repair publications—Ratchet+Wrench, Modern Tire Dealer, National Oil & Lube News, FenderBender, ABRN, Professional Distributor, PTEN, Motor Age, and Aftermarket Business World.

Sign up for Ratchet+Wrench Newsletters
Get the latest news and updates.