Changing The Industry Podcast David Roman & Lucas Underwood

Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABE
Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.Click here to schedule a free demo: https://geni.us/Shop-WareUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTech
Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros! Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros 
In this episode, Lucas and David welcome Gilbert Khoshaba from Chicago, who shares his journey in the automotive industry and his aspirations for business expansion. Gilbert talks about his strategy to involve his children in his business early, reflecting on his own experiences of hard work and its value. The hosts and Gilbert also discuss the importance of using direct mailers for customer acquisition, discussing strategies for enhancing their effectiveness.
00:00 Bilingual speaker discusses Arabic and Aramaic languages.09:08 Repairing pads and shoes saves money.11:19 Transitioned career, attended UTI, pursued dealership employment.18:42 Misconception about luxury items, differing opinions.23:59 Supporting my kids' interests and experiences abroad.28:55 He owns a successful valet parking company.33:17 Property taxes increased, causing legal and financial struggles.41:34 Middle Eastern cuisine with a variety of dishes.46:55 Coworkers loved pizza, but I didn't.52:32 Customer reliance on brands is unnecessary; personalization matters.56:42 Aaron is Chevy's best parts guy. Exceptional!59:04 Diagram awesome, but list causes account woes.01:07:29 Budget for professional high-quality commercial photography.01:10:29 Leverage customer list for targeted marketing.01:19:18 Seek guidance, learn, and take initiative.01:23:10 Kim and Brian market uniquely and effectively.01:26:10 Find a specialized group for European auto repair.01:34:05 Evaluate, strategize, and target a new marketing approach.01:37:34 Google accuses the shop of incentivizing fake reviews.

Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABE
Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.Click here to schedule a free demo: https://geni.us/Shop-WareUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTech
Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros! Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros 
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.

Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABE
Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.Click here to schedule a free demo: https://geni.us/Shop-WareUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTech
Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros! Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros 
In this bonus episode, Lucas and David discuss why professionalism, or the lack thereof, is why independent repair shops stay small. David recounts his own lessons learned from the early days of opening his shop, emphasizing the critical nature of customer communication and the professional handling of service transactions. Lucas underlines the importance of attention to small details and structured processes, significantly impacting customer satisfaction and business reputation.
00:00 Videos with Cecil receive positive feedback, yet most shops lack professionalism.05:51 Small issues snowball into big business concerns.07:08 Need for higher skilled technicians in the automotive industry.10:59 Unmet expectations lead to chaos for businesses.15:17 Business visit led to process improvement brainstorming.20:00 Clients crave consistency for comfortable experiences.23:03 Consistent service builds confidence in purchasing.24:48 Clients thrive on variability and flexibility.28:39 New Silverado's rear brakes and safety issues.33:16 Flexibility in coaching with California bar rules.35:14 Greeting, explanation, appointment, insurance, signature required.36:52 Customer experience dictates processes, policies, procedures, and consistency.39:52 Voiceover services cost money, consider professional option.43:30 Effective scheduling based on technician capability and data.48:30 Arrive early, organize, and plan efficiently.49:31 The Client's unrealistic expectations weigh on me heavily.

Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABE
Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.Click here to schedule a free demo: https://geni.us/Shop-WareUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTech
Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros! Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros 
In this episode of the Changing The Industry Podcast, hosts Lucas Underwood and David Roman welcome guest Greg Rainville and James Harris of Steer CRM. Greg discusses his company's transformation from a Tripadvisor-like directory into 'Steer CRM,' detailing their focus on text and email communication for shop owners. Additionally, the group tackles repair shops' challenges, including the dangers of undercutting prices and the repercussions of operating without proper insurance and amenities. Throughout the conversation, Lucas and David also reflect on their preferences for shop management, revealing their frustrations with using multiple communication platforms.
00:00 Dinner conversation leads to a missed meeting in Chicago.08:19 Mike Allen's car game leads to trouble.14:06 Conflict over territory leads to strategic partnership.16:09 Need for vetting process for technicians.25:33 A/B testing for review engagement showed success.30:18 Adding new features based on customer feedback.35:41 Generational shift: preference for texting over calling.39:28 Undervalued repairs and price differences in shops.44:28 No issues with backyard mechanic, affordable services.48:49 Knowledge and information are necessary to minimize liability.53:30 Evaluate, step back, minimize overexposure, reconsider.01:02:34 A New podcast studio is being built upstairs. Avoid distractions.01:03:47 Client communication: honesty, setting realistic expectations, adaptability.

Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABE
Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.Click here to schedule a free demo: https://geni.us/Shop-WareUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTech
Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros! Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros 
In this enlightening episode, hosts Lucas and David welcome Lauralee Schmidt and Savannah Grise at MARS 2024. Savannah touches upon the complexities of offering financing options in the automotive industry, recounting her previous company's challenges with using services like Klarna. The conversation also veers into social media's impact on businesses, as Lauralee expresses her preference for MySpace and the hosts discuss navigating professional and personal accounts online. Moreover, they explore the influence of TikTok on consumer behavior and industry marketing strategies.
00:00 Picked up a friend at the airport, smelled bad.06:12 Opposition to historical tax enforcement brutality.11:18 Shop actively uses service information for calibration.19:53 Moved to an unfamiliar area, determined to succeed.22:07 Full-time online college, work to pay, debt-free.27:56 Attend classes to gain coaching credits, crucial.36:21 Reluctantly pushed credit card on 18-year-old.42:41 J cosmetics faced backlash for undisclosed financing.43:40 Avoid interest or face triple the cost.50:24 Hiring for a specific job ends in termination.54:10 Planned to let him go, discussed replacement.01:02:41 Kieran O'Brien's success story in social media.01:07:50 Wife listens to the country station with commercials.01:12:26 Tomato plants mistaken for marijuana. All good.

Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABE
Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.Click here to schedule a free demo: https://geni.us/Shop-WareUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTech
Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros! Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros 
In this episode, Lucas and David welcome shop owner Matt Wagg while at Vision 2024. They tackle the stress comparison between running a restaurant and a repair shop, with anecdotes illustrating the humorous yet frustrating aspects of both. Matt shares candid experiences with negative customer reviews, detailing how his approach to addressing issues has evolved over time. The trio also discusses the value of foundational business structures and the benefits of coaching, debating the merits of group versus one-on-one sessions.
00:00 Recognizing someone's bad behavior without engagement.08:41 Identifying process flaws and missed customer qualifications.14:28 Resolve the issue with the strategy and respond to the review.20:08 Surprised by the call, let it go.24:18 Requested business resolution, expressing care and dignity.28:23 Negative reviews mainly stem from personal issues.35:45 Driver dangerously pulls out into oncoming traffic.41:28 Voltage drop testing is crucial for complete circuit testing.46:36 Car trouble, customer complaint, communication breakdown.49:57 Questioning trustworthiness and sales tactics within a company.55:10 Fear of bad reviews from misbehaving customers.01:02:12 Reflecting on business growth and leadership challenges.01:05:18 New business owner learns structure and coaching.01:09:06 Lower-priced group offers a taste of feedback model.