Shop owners attend expos and trade shows for different reasons. Whether they're there for training, networking or to shop for the latest tools, there’s rarely enough time to take in everything a show has to offer.

So, in case you missed some of the sessions focused on shop leadership, here’s a look at some of the takeaways Ratchet+Wrench gathered during the Automotive Service & Tire Alliance Expo in Raleigh, North Carolina.

Stop Trying to be the Hero

By their very nature, shop owners are programmed to be the fixers—to step in when an employee has a problem and find a solution quickly so the work keeps moving through the bays.

But that instinct to solve every problem can prevent employees from developing the skills and confidence to solve problems themselves, said Bobby McGraw of Limitless Leadership. 

Under pressure, the gut reaction is often, “I’m going to jump in and rescue you,” McGraw explained during his session, “Running on Empty: Leading People Well in a Shop That Never Stops.”

But leaders have to resist that temptation and empower the team to take ownership.

“When we grow our teams, the goal is to give away what we do,” he noted. “When we grow our teams, the goal is to train other people to do our job. As we grow our teams, our goal as the leader is to work ourselves out of a job.”
The result isn't simply a more capable team. It's an owner who can step away from the shop without feeling like everything will fall apart in their absence.

Build Relationships, Not Contacts

Networking doesn’t come naturally to everyone. But Sara Fraser and Tracy Capriotto offered a simple way to make it feel less awkward. Stop focusing on what you can get from the interaction and start focusing on the person in front of you.

The goal isn't to collect the most business cards or meet the most people. Fraser and Capriotto encouraged attendees to focus on active listening, genuine curiosity, and making one meaningful connection.

“I’d rather have one really great conversation and really get to know somebody than just collect a bunch of business cards,” Capriotto said during “From Awkward to Authentic: Rethinking Networking.”

And those listening skills extend well beyond networking. Fraser and Capriotto pointed to applications in shop teamwork, interviews, family relationships and everyday communication.

Show the Team How Their Work Affects the Bottom Line

Shop owners don't have to keep financial information locked away in the office. In fact, helping employees understand how their work affects the shop's profitability can make them more invested in the business's success, said Cecil Bullard of the Institute for Automotive Business Excellence.

When employees understand the financial consequences of mistakes, inefficiencies and other decisions, they can begin to see where they have an opportunity to make a difference. Rather than viewing financial performance as something that's solely the owner's responsibility, the team can better understand how their day-to-day work contributes to the shop's results.

“When the team understands how that actually impacts the ultimate bottom line, then the light bulb goes off,” Bullard said.

The goal isn't to turn every employee into a financial analyst. It's to give them enough understanding of the business to recognize how their decisions affect the numbers—and where they can make a difference.

Ask Better Questions on the Phone

A successful phone call isn't simply about getting the customer booked. It’s about understanding what’s happening with the vehicle, what matters to the customer, and what information the shop needs to properly prepare for the visit, said Andrew Knudsen, co-owner and manager of Coventry Motors, a family-owned independent repair shop in Huntington Station, New York.

Asking the right questions during the initial conversation helps the service team gather the background a technician needs before the vehicle even reaches the bay. It also gives the shop a better opportunity to understand the customer's concerns and guide the repair process.

“You need to ask the right questions here. All right, understand what's going on, so your mechanics are not lacking in the background.”

Shop Owners, Take Notice 

Strong shops aren't built around owners who can solve every problem themselves. They're built around teams that understand the business, take ownership, and have the tools and information to do their jobs well. For shop owners, that can mean creating more capacity—not by doing more, but by developing a business that doesn't depend on them to do everything.