Garage Grit Podcast

Brad Hurlock

Welcome to the Garage Grit Podcast, hosted by Brad Hurlock from AA Shop Marketing. Join us as we tackle common stress points in the auto repair shop space, uniting owners for insightful conversations. Our mission is to guide your shop towards success. Tune in, be part of the conversation, and propel your business forward. Explore strategies, insights, and camaraderie needed to thrive in the competitive auto repair industry. Welcome to Garage Grit, where we shift your business into high gear, one episode at a time!

  1. 1d ago

    "I'm transparent to my customers" — Preston Callahan | GGP #145

    One of the biggest challenges in automotive service is communicating complicated diagnostic problems without losing customer confidence. Preston explains why he is transparent when his team encounters an unfamiliar issue, how he approaches diagnostic charges, and why customers appreciate honesty. When customers don't understand what a shop is doing or why a repair takes time, trust can become difficult to maintain.Guests:Preston Callahan — Callahan Auto & Diesel (Mesa, AZ). Callahan Auto & DieselGuestsPreston Callahan — Callahan Auto & Diesel (Mesa, AZ). Callahan Auto & Diesel What you’ll learn:- How honest communication strengthens customer trust.- Why transparency matters when diagnostics become complicated.- How clear estimates help customers understand repair recommendations.- How to explain unfamiliar problems without undermining customer confidence.- Why consistent messaging improves the customer experience.- How AI can help service advisors communicate more clearly.- How to make technical information easier for customers to understand.- Why customer perception depends on more than technical expertise.Timestamps00:00 – Why trust starts with transparency02:22 – Building a shop from scratch05:30 – Learning the language of business08:34 – From driveway to first shop11:23 – Outgrowing the first location13:28 – Learning to understand the numbers16:15 – When business advice misses your market18:02 – Explaining the value of diesel work20:10 – Knowing when to say yes24:52 – Honest diagnostics build confidence27:03 – Setting diagnostic expectations29:00 – Explaining technical complexity32:19 – Building dependable fleet relationships34:46 – Moving beyond emergency roadside work36:38 – Earning government contracts38:39 – Reducing customer concentration risk42:36 – Balancing fleet and retail customers46:45 – Trust, training, and employee relationships49:14 – Developing technicians from scratch1:16:13 – Sharing a new idea with other shops1:17:48 – Using AI to improve communication1:23:33 – Clearer estimates, better conversationsCall-to-ActionsCall-to-Actions- Got questions? Comment or post in the FB group—guests will chime in.- Subscribe for more Origin & Impact shop owner stories.- Want to be a guest? Share your story in the group.Links- Start Here: https://addi.me/2026- Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx- Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx- Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx- Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx- Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx- Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners- YouTube: https://www.youtube.com/@aashopmarketing- Podcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, customer trust, auto repair customer communication, automotive reputation management, repair shop transparency, auto repair customer experience, automotive service advisor communication, customer confidence, auto repair branding, customer retention, repair estimate communication, automotive business reputation, digital tools for auto repair shops, AI for auto repair shops, diagnostic transparency, customer relationship management, independent auto repair shops, automotive customer experience11. Episode MetadataEpisode Metadata- Episode: GGP #145- Guest: Preston Callahan- Shop: Callahan Auto & Diesel- Location: Mesa, Arizona Callahan Auto & Diesel

  2. 6d ago

    "I do believe that the digital market is my next step" — Brien Cantrelle | GGP #144

    A great auto repair shop needs more than skilled technicians. Customers need to trust the people working on their vehicles, understand the value they receive, and feel confident recommending the business to others. For independent shop owners, reputation and visibility can determine whether a promising business keeps growing or reaches a ceiling.Brien Cantrelle, owner of HOUMA TIRE & AUTO LLC in Houma, Louisiana, spent years working in automotive repair, sales, and management before opening his own shop. After discovering an opportunity to purchase a neglected former repair facility, he and his partners rebuilt the space and opened their doors in October 2024. The business grew primarily through organic word of mouth, personal relationships, and the customer experience Brien wanted to create.Brien's approach starts with honesty, openness, and treating customers like family. He wants people to feel comfortable discussing their concerns, trust the recommendations they receive, and become part of a community around the shop. He also recognizes that digital marketing is his next step. The opportunity is to extend the relationships he has built in person into a stronger online presence through local visibility, consistent customer reviews, and clear communication.Brien Cantrelle — HOUMA TIRE & AUTO LLC (Houma, LA)What you’ll learnWhat you’ll learn:- Why customer relationships create word-of-mouth referrals.- How honest communication builds confidence in repair recommendations.- Why organic reviews alone may limit online visibility.- How Google reviews influence potential customers' first impressions.- Why negative-review responses shape public perception.- How a welcoming experience differentiates an independent repair shop.- Why digital marketing extends a shop's local reputation.- How to turn customer trust into lasting community relationships.00:00 – Introducing Brien and his shop03:34 – Building a recognizable shop brand04:22 – Making the business memorable04:54 – Learning from a local legacy07:10 – From mechanic to shop owner10:29 – Turning ownership into reality12:27 – Why workplace trust matters14:36 – Creating a better employee experience18:38 – Seeing potential in a neglected shop21:00 – Building a family-centered business24:43 – Attracting and developing technicians29:15 – Growing from within30:39 – Standing out in a crowded market31:07 – Finding customers in a competitive area32:13 – Growing car count and revenue01:15:40 – Building a community around the shop01:22:36 – Organic Google reviews and trust01:24:04 – Making customer feedback voluntary01:30:21 – Handling positive and negative reviews01:32:18 – Why digital marketing comes next**Call-to-Actions**- Got questions? Comment or post in the FB group—guests will chime in.- Subscribe for more Origin & Impact shop owner stories.- Want to be a guest? Share your story in the group.**Links****Episode Metadata**- Episode: GGP #144- Guest: Brien Cantrelle- Shop: HOUMA TIRE & AUTO LLC- Location: Houma, Louisiana- Start Here: https://addi.me/2026- Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx- Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx- Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx- Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx- Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx- Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners- YouTube: https://www.youtube.com/@aashopmarketing- Podcast: https://creators.spotify.com/pod/profile/garagegrit

  3. Oct 8

    Creating Value: Preparing Your Auto Repair Shop for the Future

    Prepping an Auto Repair Shop for Sale: Systems, Data, and Succession PlanningHost Brad Hurlock (AA Shop Marketing) leads a Garage Grit Podcast panel on preparing auto repair shops for sale and how exit planning overlaps with running a stronger business. Guests include Tad Benda (rural Deming, NM tire/mechanical shop, ~21 employees, ~$3M sales), Ryan Hoover (owner of four Washington shops), and Shawnee Ponda (two-bay gas station repair shop outside DC planning to sell in 4–5 years). They discuss productivity vs headcount, focusing on profitable maintenance work, keeping tight inventory controls (especially in tire-heavy shops), and the value of complete customer records, online reputation, and facility appearance in valuations. A major theme is building transferable systems—written operations manuals, “what-if” guides, backups for key roles, and succession planning (“if I get hit by a bus”)—tested by taking vacations. They also suggest using video and AI for documentation and propose a future episode on costly lessons like employee theft and the controls added afterward.00:00 Lean Team Productivity00:52 Hard Lessons and Systems01:32 Podcast Intro and Topic03:33 Meet the Panelists08:01 Efficiency Per Bay12:54 Maintenance Versus Rebuilds15:32 Exit Strategy Mindset18:34 Inventory Controls Matter22:02 Multi Shop Branding Choices24:16 What Buyers Look For28:45 Cruise Control Versus Fixer Upper34:14 Customer Drift Across Locations35:12 Utility Player Owner37:12 Stepping Away Plans39:52 Control Enthusiast Talk42:14 Gas Station Model Debate45:33 Target Buyer Strategy48:11 Growth Delayed by Life51:03 Systems and Backups55:22 Write It Down58:54 Ops Manual Breakdown01:00:58 What If Scenarios01:01:25 AI and Offline SOPs01:08:54 Process Videos Idea01:09:23 Video SOPs for Hiring01:09:47 Selling Process Value01:12:26 Buyer Perspective on Systems01:16:09 Vacation Stress Test01:18:24 Empowering Staff Decisions01:24:25 Scaling to Multiple Shops01:28:06 Networking for Exit Options01:33:50 Life After Selling01:36:16 Future Panel Topics01:40:09 Hard Lessons and Guardrails01:44:53 Wrap Up and Resources

  4. Oct 6

    "It's so your customer can see what you're seeing" — Vinnie Carollo | GGP #141

    Trust is built when customers understand what their repair shop sees, recommends, and stands behind. In this episode of Garage Grit Podcast, Vinnie Carollo shares how transparency, reputation, and a distinct customer experience helped Vex European grow from a small operation into an established European and exotic vehicle repair business. Vinnie spent years working with Porsche before launching his own shop in Baton Rouge, Louisiana, in 2015. Starting with a $10,000 business loan and limited equipment, he built his business around his technical background and existing relationships. As the shop grew, earning customer confidence and communicating the value of specialized expertise became increasingly important. For independent shop owners, the takeaway is practical: make recommendations easier to understand, review missed opportunities without blaming customers, communicate your value clearly, and make every interaction reflect your brand. This week, review one digital inspection, listen to one customer call, and identify one place where clearer communication could build confidence and help earn the repair. Guests:Vinnie Carollo — Vex European (Baton Rouge, LA) What you’ll learn: How inspection photos help customers understand recommended repairs. Why transparent communication reduces confusion around repair recommendations. How shop reputation influences customer confidence and buying decisions. How reviewing lost estimates can reveal communication gaps. Why specialized expertise should be clearly communicated to customers. How brand personality can differentiate a shop's customer experience. How customer feedback can identify opportunities to improve trust. Why convenience and availability influence where customers choose repairs. Timestamps 00:00 – Why shop owner stories matter02:44 – Introducing Vinnie Carollo and Vex European04:51 – Building a specialized shop experience09:55 – Explaining inspections without the upsell stigma11:28 – Communicating repair findings to customers13:40 – Making inspection photos build customer trust16:00 – When customers arrive with AI diagnoses20:00 – Managing customer expectations and trust27:00 – Building credibility in a competitive market35:00 – Differentiating the shop through customer experience44:34 – The sacrifices behind starting a business47:00 – Leaving Porsche to build a reputation49:11 – Growing through customer demand and expansion54:17 – Learning from lost estimates56:31 – Building a business with the right support01:04:17 – How specialized expertise shaped the brand01:16:27 – Using personality to stand out with customers01:23:31 – Reputation, team quality, and future growth Call-to-Actions Got questions? Comment or post in the FB group—guests will chime in. Subscribe for more Origin & Impact shop owner stories. Want to be a guest? Share your story in the group. Links Start Here: https://addi.me/2026 Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners YouTube: https://www.youtube.com/@aashopmarketing Podcast: https://creators.spotify.com/pod/profile/garagegrit Episode Metadata Episode: GGP #141 Guest: Vinnie Carollo Shop: Vex European Location: Baton Rouge, Louisiana

  5. Oct 1

    "We're not getting paid to sell stuff to a customer that they don't need." — Jerome Wiley | GGP #140

    Jerome's story starts with a family business founded by his grandfather in 1956. After 33 years working his way through the shop, Jerome now helps lead the business alongside his brother. The shop's long history gives it a strong foundation of customer relationships, but maintaining that trust still depends on what customers experience every time they walk through the door.One of the clearest examples is how the shop approaches recommendations. Jerome explains that service advisors are not paid to sell unnecessary work, and customers are given options when there is more than one reasonable path. That transparency becomes part of the shop's reputation and helps distinguish its customer experience from the expectations some customers bring from larger repair providers.For independent shop owners, the takeaway is straightforward: customer trust is created through repeated experiences. Clear recommendations, honest communication, a strong customer-facing team, and a consistent experience can become some of the strongest signals behind a shop's reputation and long-term visibility.Jerome Wiley — Gordon & Sandifer Auto Service (Baton Rouge, LA)What you’ll learn:How transparent recommendations strengthen customer trustWhy customer communication shapes shop reputationHow honest estimates can differentiate independent shopsWhy customer-facing employees influence the overall experienceHow family ownership can reinforce customer relationshipsWhy people skills matter alongside automotive knowledgeHow customer options can reduce perceived sales pressureHow consistency turns experience into reputationTimestamps00:00 – Welcome to Garage Grit03:39 – 70 years in Baton Rouge05:25 – Collision and repair mix06:18 – Safety costs and customer impact08:44 – Location as a trust signal09:25 – Bringing calibration in-house14:37 – Jerome's path through the shop15:00 – Taking on the family business18:09 – Protecting the shop culture20:33 – Helping technicians grow22:08 – A technician's return home32:22 – Putting family into shop culture35:17 – Teaching people customer service39:50 – Building the front-office team42:01 – Greeting customers at the door43:29 – Inspecting beyond the request45:32 – Communicating the estimate46:32 – Selling only needed work47:25 – Giving customers repair options52:36 – Choosing specialized expertise58:44 – Building a business beyond the owner01:05:59 – Efficiency creates more freedom01:08:28 – Jerome's first podcast experienceCall-to-ActionsGot questions? Comment or post in the FB group—guests will chime in.Subscribe for more Origin & Impact shop owner stories.Want to be a guest? Share your story in the group.LinksStart Here: https://addi.me/2026Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersYouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, customer trust, customer communication, auto repair reputation, auto repair branding, customer experience, independent repair shop marketing, shop reputation management, customer confidence, service advisor communication, local shop visibility, automotive customer experience, repair shop trust, customer-facing service, family owned auto repair, transparent repair recommendations, independent auto repair marketing, shop customer experienceEpisode MetadataEpisode: GGP #140Guest: Jerome WileyShop: Gordon & Sandifer Auto ServiceLocation: Baton Rouge, Louisiana

  6. Sep 30

    "I am a firm believer in marketing now. Like a hundred percent." — Ryne Ray | GGP 139

    Ray’s Tire Barn was built around a simple idea: customers should feel confident that their vehicles—and their time—are in good hands. In this episode, Ryne Ray explains how customer service, visibility, reputation, and consistent communication helped a new shop establish itself in Bossier City.Ryne’s path into ownership started with frustration over poor customer service and workmanship. That experience became the foundation for a shop designed to stand apart, while his wife began building the business’s visibility through Facebook and TikTok before the doors even opened. The shop had already built an audience before launch.The turning point came when Ryne realized marketing was not something to dismiss.Ray’s Tire Barn combined proactive visibility, review requests, personal communication, and a customer-first approach. Ryne also describes how the shop responds to negative reviews professionally while standing behind its team.Guests:Ryne Ray — Ray’s Tire Barn (Bossier City, LA) Ray’s Tire BarnWhat you’ll learn:- How pre-launch social content created local visibility- Why customer service became Ray’s core differentiator- How reviews helped establish trust for a new shop- How to respond professionally to negative reviews- Why personal communication strengthens customer confidence- How fleet outreach can create new customer relationships- Why reputation matters when competing for local customers- How consistent service turns visibility into trustTimestamps- 00:00 – Welcome to Garage Grit- 03:11 – Building the shop’s vision- 04:45 – Creating a different customer experience- 07:10 – The origin of Ray’s Tire Barn- 08:09 – The customer-service problem- 09:39 – Using software for communication- 10:54 – Making marketing personal- 18:23 – Building trust from day one- 20:08 – Learning customer expectations- 24:39 – Moving from chaos to control- 30:22 – Choosing what fits your market- 37:32 – Building visibility before opening- 39:07 – Becoming a believer in marketing- 40:18 – Building a review reputation- 41:25 – Responding to negative reviews- 46:00 – Building the business together- 50:24 – Winning fleet customers- 51:37 – Customer service as the differentiator- 53:02 – Turning relationships into business- 55:54 – Expanding the customer offering- 57:16 – Building an alignment reputation- 58:04 – Planning the next stageCall-to-Actions- Got questions? Comment or post in the FB group—guests will chime in.- Subscribe for more Origin & Impact shop owner stories.- Want to be a guest? Share your story in the group.Links- Start Here: https://addi.me/2026- Next Step Guide: Next Step Guide- Grid Request: Grid Request- Request a Call: Request a Call- Join the Podcast Panel: Join the Podcast Panel- Partnership Info: Partnership Info- Garage Grit Facebook Group: Garage Grit Facebook Group- YouTube: AA Shop Marketing YouTube- Podcast: Garage Grit PodcastKeywordsauto repair marketing, shop trust signals, customer communication, reputation management, auto repair branding, local shop visibility, customer experience strategy, digital presence for repair shops, automotive reputation, repair shop reviews, customer trust, local auto repair marketing, fleet customer marketing, shop differentiation, customer service marketing, automotive branding, Google reviews, repair shop visibility11. Episode MetadataEpisode Metadata- Episode: GGP 139- Guest: Ryne Ray- Shop: Ray’s Tire Barn- Location: Bossier City, LouisianaVerification: The transcript identifies the guest as Ryne Ray and the shop as Ray’s Tire Barn in Bossier City. The shop’s current official website uses the same branding and location, and its current public materials emphasize customer trust, honest recommendations, fast turnaround, and fleet service. Ray’s Tire Barn

  7. Sep 24

    "Resume Bias Is Costing Shops Great Hires" — Role Synx | GGP #138

    Hiring feels harder than ever—but many shops lose great employees before they even get a chance. In this Vendor Insights episode, Brad Hurlock sits down with Tristan Realubit to explore why better hiring decisions start with better evaluation, not bigger applicant pools.Tristan Realubit, founder of RollSync and owner of four automotive repair shops near Chicago, shares lessons from years of growing teams, reducing hiring friction, and helping shop owners make more informed staffing decisions. The bigger challenge isn't simply finding technicians—it's recognizing potential before resumes, interviews, or first impressions create unnecessary bias. Without better systems, turnover disrupts customer trust, team consistency, and long-term shop growth.Instead of chasing perfect resumes, Tristan explains how behavioral insights, structured onboarding, and faster coaching decisions can create stronger teams while improving customer experiences and operational stability.This week's takeaway: review how your hiring process measures potential, coachability, and role fit—not just experience. Better hiring systems create better customer experiences long before the repair order begins.Guests:Tristan Realubit — RollSyncWHAT YOU'LL LEARNWhy resumes create hidden hiring biasHow behavior predicts stronger role alignmentWays onboarding reduces turnover frictionWhy coachability matters before experienceHow hiring affects customer trustBuilding stronger teams through better systemsFaster hiring decisions with better dataReducing friction across growing shopsTIMESTAMPS00:00 – Vendor Insights intro00:11 – From mobile repairs01:50 – Early business lessons03:16 – Learning business fundamentals05:35 – Networking changed everything08:15 – Technician to owner10:36 – Hiring friends mistake12:28 – Growing technicians13:36 – Four-shop expansion14:10 – Turnover wake-up call17:36 – Resume bias explained19:15 – Behavior over culture22:43 – Faster onboarding26:10 – Hiring with assessments30:50 – Understanding rhythm33:48 – Building predictive hiring36:28 – Finding hidden talent40:06 – Investing in development45:08 – Better hiring decisions50:42 – Team-driven onboardingCALL TO ACTIONSGot questions? Comment or post in the FB group—vendors may respond.Subscribe for more Vendor Insights and shop owner stories.Want to be featured? Join the conversation in the group.LINKShttps://addi.me/2026 https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx https://www.facebook.com/groups/forautorepairshopowners https://www.youtube.com/@aashopmarketing https://creators.spotify.com/pod/profile/garagegrit KEYWORDSauto repair marketing strategy, vendor insights auto repair, customer communication systems, shop growth strategy, hiring automotive technicians, behavioral hiring, automotive shop leadership, service advisor hiring, technician recruitment, shop owner podcast, automotive business systems, employee retention strategies, automotive management, shop onboarding, customer trust, repair shop operations, leadership development, hiring process improvementEpisode MetadataEpisode: GGP #138Guest: Tristan RealubitCompany: RollSync

  8. Sep 22

    Family, Friends, and Bosses: The Dynamics of Shop Culture

    Friend vs Boss: Setting Boundaries, Culture, and Accountability in Auto Repair ShopsOn the Garage Grit Podcast, a panel of shop owners and managers (from Arizona, Louisiana, and Oklahoma) discuss the “friend vs boss” dilemma in building shop culture, especially with family and friends on staff. They describe avoiding fraternizing like after-work drinking, while still mentoring employees through structured events, open-door conversations tied to performance or safety, and clear boundaries. The panel shares experiences with hiring and firing, including family conflict that forced a daughter’s departure and technicians kept too long despite cultural damage. They emphasize culture over talent, the need to set expectations and provide training “roadmaps,” monitoring favoritism in dispatching, and using KPIs, tech/advisor pair performance, and regular scorecards or reviews. They also suggest future panel topics like hiring technicians, goal setting, finances, pay/benefits, performance reviews, and marketing changes including customer price challenges from ChatGPT.00:00 Friend vs Boss Tension01:39 Podcast Intro and Topic Setup04:08 Panelist Shop Rundown08:48 Family in the Business13:09 Hiring After Family Fallout17:07 Boundaries and After Hours Hangouts20:01 Leading Like a Coach29:21 Vetting Hires on Social Media32:48 Friend Requests and Image33:49 Culture Over Skill34:30 Building Shop Culture Lessons37:50 Open Door Accountability Talks41:53 Firing Slow and Horror Stories45:55 Hiring for Fit Not Talent59:25 Foreman Role and Workflow01:06:39 Dispatch Fairness and Favoritism01:08:37 Using Data and AI Reports01:12:59 Mentor Mindset for Owners01:13:25 Track Shop Numbers01:15:42 Structured Team Time01:18:20 Owner Employee Reality01:21:03 Family In The Shop01:29:42 Future Panel Topics01:40:35 AI Pricing Pushback01:44:55 Wrap Up And Links

About

Welcome to the Garage Grit Podcast, hosted by Brad Hurlock from AA Shop Marketing. Join us as we tackle common stress points in the auto repair shop space, uniting owners for insightful conversations. Our mission is to guide your shop towards success. Tune in, be part of the conversation, and propel your business forward. Explore strategies, insights, and camaraderie needed to thrive in the competitive auto repair industry. Welcome to Garage Grit, where we shift your business into high gear, one episode at a time!

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