Kathleen Callahan to Lead Session on Improving Customer Experience at RWMC 2025
Kathleen Callahan, owner of Xpertech Auto Care, will be leading a session at the upcoming Ratchet+Wrench Management Conference, taking place October 8–10 in Glendale, Arizona.
Callahan is a prominent figure in the automotive repair industry, boasting an impressive career that spans over two decades. As the sole owner of Xpertech Auto Repair in Englewood, Florida, she has earned national recognition and numerous awards for her dedication and service quality.
Beginning her entrepreneurial and automotive journey in 2003, Callahan quickly established herself as a pivotal community member and a leading businesswoman. By 2009, she took over complete ownership of Xpertech Auto Repair, steering it towards greater success and innovation. Her commitment to excellence has been recognized by AAA for three consecutive years, and she has been an outspoken advocate for the Right to Repair, testifying in front of the U.S. House Committee on Energy & Commerce.
In addition to her business acumen, Callahan is deeply passionate about mentoring and developing others within the industry. In 2020, she joined Repair Shop of Tomorrow as a coach, where she leverages her extensive experience to foster growth, improve shop cultures, and encourage personal development among automotive professionals.
Callahan’s contributions have not gone unnoticed. She was named the Women in Auto Care Shop Owner of the Year in 2018, and her achievements have been featured in numerous industry publications. She is an ASE Certified Service Consultant and plays a significant role in various professional organizations, including NAPA AutoCare, the Auto Care Association, and Women in Auto Care, where she serves as the Vice Chair.
Her speaking engagements reflect her diverse expertise and commitment to industry advancement, with appearances at notable conferences such as the Women In Auto Care Conferences, NAPA EXPO, 2024 Ratchet+Wrench Management Conference, Opening Keynote With Erin Andrews at AAPEX 2024, and several others, where she has shared her insights on leadership, business management, and the importance of partnership in the auto care industry.
In her session, you will discover how enhancing your client experience can lead to increased loyalty and ultimately higher revenue for your business. From the first impression to maintaining lasting relationships, we’ll explore strategies that focus on adding value at every customer touchpoint.
Participants will learn how small details—whether it’s phone etiquette, in-person interactions, or personalized follow-ups—can make a big difference in creating a positive, memorable experience for your clients. By integrating these best practices into your daily operations, you will build stronger client relationships, gain repeat business, and see the direct impact on your bottom line.
Follow Ratchet+Wrench on social media to stay tuned into what’s in store for RWMC this year, and don’t forget to grab your spot and register.