July 2025 Online
Top Episode
Podcast: It's Not What You Say, It's How You Say It w/Kathleen Callahan
In this episode, Xpertech Auto Repair owner and Ratchet+Wrench columnist Kathleen Callahan talks about the role of strong communication in auto repair businesses. She discusses effective communication strategies with customers, employees, and vendors, highlighting the importance of tone and body language. Callahan reminds listeners that great communication skills directly influence business success and customer relationships.
Top Online Columns
Schmidt: It's in the Details
Lauralee Schmidt of Schmidt Auto Care urges auto shop owners to prioritize aesthetics and customer experience since car care is a high-dollar, emotion-driven service. She says creating "professional comfort" through thoughtful design choices, proper lighting for safety, cleanliness, and attention to detail are small things customers notice but may not articulate. Schmidt encourages shop owners to view their facilities through customers' eyes, making small improvements that build trust and differentiate their business from competitors.
Bennett: Top Strategies for Rethinking Sales Tactics in a Chaotic Economy
Mike Bennett of ATI addresses how auto shops can thrive during economic uncertainty by adapting their sales approach to meet cautious but discerning consumers. He asks shop owners to shift from high-pressure "harvesting" tactics to relationship-building "farming" by offering transparency, empathy, and flexible solutions. Bennett advocates categorizing repairs by urgency (safety-critical, important, preventative), presenting financing options early, and leaving final decisions with the customer, who wants certainty, value, empathy, and convenience.