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In this episode, Lucas and David welcome John Phelps from a shop management system that is not named Shop-Ware. John shares his journey from car dealership roles to the technology sector, reflecting on how his experiences have shaped his views on industry standards and personnel management. As they discuss the challenges and nuances of shop management roles, such as shop foreman and manager, they underscore the importance of defining clear roles and responsibilities.
00:00 A College graduate pursued marketing, which led to an unexpected job offer.
06:39 Sewell's book emphasizes customer service and care.
10:55 Show attention to customers and colleagues quickly.
20:40 Work, product, and culture critical for success.
22:33 Covey's synergy: one plus one equals three.
28:18 Established company expanded services, adapted to COVID.
32:06 Leveraged automotive industry experience to benefit shop operations.
41:04 Surprise business purchase turns into a chaotic mess.
45:58 Proposing an intermediate level between service advisors.
52:59 Promote based on leadership, not just skill.
58:47 Technician promoted to manager feels misaligned with the role.
01:01:28 Man describes a life-changing heart attack experience.
01:04:51 Don't let go. Take responsibility and act.
Episode 166 - Automotive Training Failures With Dominick Marquez
Episode 165 - Chasing An American Dream While Balancing Family and Culture With Gilbert Khoshaba
Bonus Episode - Why Small Shops Fail - The Uncut Audio
Episode 163 - Balancing Business Ownership and Technology in the Auto Industry With Gregg Rainville and James Harris of Steer CRM
Episode 162 - Lauralee Schmidt on Repair Shop Economics and Social Media Slips
Episode 161 - The Realities of Coaching in the Auto Industry & Customer Misconceptions with Matt Wagg
Bonus Episode - Frank Scandura on AutoTechIQ And Enhancing Shop Dynamics
Episode 160 - Oz Mechanics on Business, Cultural Impact, and Fighting City Hall
Episode 159 - Facing Harsh Climates, Staff Dynamics, and Industry Changes With Kory Rozema
Bonus Episode - Chris Craig on Creating Positive Automotive Work Environments Even At A Dealership
Episode 158 - Sean Tipping Confronts David On Withholding Technician Pay
Episode 157 - Emotional Intelligence Within An Auto Repair Business with Clint White
Episode 156 - David Macholz on Rethinking Technician Certification and Training
Episode 155 - Harnessing SEO and De-escalation Tactics with Brian Walker
Episode 154 - Dissecting Conversations and Conversion Rates Using AI with Stan Stokes
Episode 153 - Murray Voth on Thriving in the Automotive Industry
Episode 152 - A Blueprint for Financial Independence in Auto Repair Shops with Rick White of 180Biz
Episode 151 - A Shop Owner's Guide to Consolidation and Exit Strategies
Episode 150 - Jimmy Purdy of The Gearbox Podcast on Evolving Business and Industry Challenges
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