The Friction-less Workshop

Andrew Uglow
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If you own, manage or work in an automotive workshop – this podcast is for you. Andrew Uglow has followed his passion for discovering the secrets of how things work and how to fix them, since falling in love with all things ‘cars’ as a teenager, Always ‘hands-on,’ whether as an apprentice, working in national roles for global manufacturers, or running his own business, his quest for the how and why of both people and technology has given him a unique and important perspective, especially timely for the challenges facing today’s workshop owners, managers, and their teams. Hear from someone who has spent decades training thousands around the world on how to succeed in their roles despite all the obstacles. You will learn new insights and stories about what works and what does not, including the simple tips and tricks that will make a massive impact This is a unique podcast for the automotive industry with a perspective born from decades of hard-won experience. Andrew has a variety of free downloads and tools you can grab. Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical Professionals. This podcast was produced by 'Podcasts Done for You' https://commtogether.com.au .

  1. 22H AGO

    Information Breakdown: Why Service Advisors Get Blamed for Communication Failures

    n Episode 35 of the Friction-less Workshop Podcast, host Anthony Perl and automotive trainer Andrew Uglow tackle one of the most common sources of workshop friction: the complaint that service advisors don't provide enough information to technicians. But is this really about lazy advisors, or is there a deeper systemic problem? Andrew reveals why this complaint is actually a symptom of broken communication systems, not individual failures. He explores how technicians and service advisors literally speak different languages - one technical, one customer-focused - and why neither side fully understands what the other needs. The episode exposes how workshops inadvertently create information bottlenecks by failing to establish clear communication protocols. Key topics include the shared responsibility model for information flow, why technicians need to ask better questions instead of waiting for perfect information, and how service advisors can translate customer concerns into actionable diagnostic data. Andrew shares practical frameworks for creating effective communication systems that eliminate 80% of workshop friction. Listeners will discover why the "us versus them" mentality between front and back of house destroys efficiency, how to implement simple communication protocols that work, and why both technicians and advisors need training in each other's roles. The episode also addresses how modern workshop management systems can help or hinder communication, and why face-to-face interaction still matters in a digital age. Perfect for workshop owners tired of communication breakdowns, service advisors feeling caught in the middle, technicians frustrated by incomplete information, and anyone responsible for improving workshop efficiency. This episode provides actionable solutions for one of the automotive industry's most persistent problems. Keywords/Tags#ServiceAdvisor #WorkshopCommunication #TechnicianCommunication #WorkshopEfficiency #AutomotiveWorkshop #CommunicationBreakdown #WorkshopManagement #ServiceDepartment #TechnicianFrustration #InformationFlow #WorkshopSystems #AutomotiveIndustry CategoriesPrimary: Business > ManagementSecondary: Business > CommunicationTertiary: Technology > Automotive Target AudienceWorkshop owners dealing with communication issuesService advisors feeling blamed for information gapsTechnicians frustrated by incomplete job informationService managers trying to improve efficiencyDealership fixed operations managersWorkshop communication trainers 3. SHOW NOTESEpisode SummaryWhy do technicians always complain about service advisors not providing enough information? Andrew Uglow reveals it's not about lazy advisors - it's about broken systems. Discover how to create effective communication protocols that eliminate workshop friction and improve efficiency for everyone. Main Topics CoveredThe "service advisors don't give us enough information"...

    22 min

  2. JAN 15

    Shared Responsibility: Why Workshop Success Depends on Everyone Playing Their Part

    Shared Responsibility: Why Workshop Success Depends on Everyone Playing Their Part In this episode of The Friction-less Workshop, we tackle the age-old complaint that echoes through workshops everywhere: "There are no good people anymore." But is it actually true? Andrew Uglow reveals the uncomfortable reality - yes, it is true, and here's why. The automotive industry faces a dual crisis: a people shortage (not enough workers) AND a skills shortage (workers lacking necessary abilities). This isn't just about technical skills - it's about foundational values, behaviors, and people skills that previous generations possessed but today's workers often lack. Andrew explains why this problem is uniquely challenging in automotive: • The industry has experienced exponential technological change unlike any other trade • Cars transformed from mechanical systems with electrical circuits to networked vehicles with mechanical components • New technicians face "drinking from a fire hose" - massive information overload • Cultural clashes and different worldviews compound the skills gap THE TWO CRITICAL FACTORS: ENVIRONMENT PROBLEMS Workshops often apply financial management methodologies to humans, which simply doesn't work. People need leadership, not just management. The environment must be suitable for humans, considering people factors alongside profit.THE INSTALLATION PROBLEM Modern workers genuinely lack foundational skills and values. If you want people to hold certain values and behaviors, you must actively "install" them. The industry lacks systems and processes for this installation, particularly for people skills versus technical skills. THE MISSING PIECE: FOREMAN TRAINING Andrew identifies the critical gap: foremen are trained for technical ability but not people ability. They have face time with technicians, influence with technicians, and the ability to install values and culture - yet they've never been trained how to do this. The result? Foremen default to "telling" repeatedly, which doesn't work. They lack frameworks, tactics, and good practices for installing information into people who don't have it. They're using a hammer for everything when different situations require different tools. INTRODUCING THE PROFESSIONAL FOREMAN METHOD: Andrew unveils his solution - a comprehensive foreman school launching end of October. This program teaches foremen: • How to lead people, not just manage them • How to install culture and values • How to have challenging conversations • How to influence millennials and modern workers • How to do micro-learning effectively • How to facilitate rather than push The episode emphasizes that quality technicians are directly proportional to business profitability. You need good systems, efficient management, and great customer service - but without good techs, you're nowhere. And developing good techs requires foremen with people ability, not just technical ability. Key insights include: • Why "bad company corrupts good habits" - underperformers harm team morale • How the 30-year cycle of complaints reveals systemic problems • Why repeating the same explanation doesn't help learning • The difference between pushing people and leading them • How shared responsibility transforms workshop culture Perfect for workshop owners frustrated by staff quality, service managers dealing with underperformers, Andrew has a variety of free downloads and tools you can grab. Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical...

    23 min
  3. Workshop Communication crisis: How Poor Leadership Training costs $1 million plus per year

    12/28/2025

    Workshop Communication crisis: How Poor Leadership Training costs $1 million plus per year

    In this episode we explore the twin complaints that plague automotive workshops: "I don't get good information" and "I don't get enough time." Andrew reveals why these complaints are interconnected and introduces the Quality Information Model (QUIM) - a three-part framework that transforms communication between customers, service advisors, and technicians. The discussion covers why technicians speak "technical" while customers speak "non-technical," creating a translation gap that leads to frustration on all sides. Andrew shares practical solutions including pre-booking questionnaires with menu-style options that help customers describe problems accurately, and explains why these complaints often mask deeper fears about making mistakes or disappointing customers. The episode emphasizes shared responsibility - workshop success requires professionalism from management, service advisors, and technicians working together. Andrew has a variety of free downloads and tools you can grab. Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical Professionals. Production: This podcast was produced by 'Podcasts Done for You' https://podcastsdoneforyou.com.au.

    22 min
  4. The Teaching Gap: Why 'My Foreman Doesn't Teach Me Anything' Reveals Broken Expectations

    12/03/2025

    The Teaching Gap: Why 'My Foreman Doesn't Teach Me Anything' Reveals Broken Expectations

    "My foreman doesn't teach me anything" - is this about lazy teachers or unclear expectations? Andrew Uglow reveals why this complaint stems from broken systems and mismatched expectations, and shares practical frameworks for creating effective mentorship that actually works in busy workshops. Main Topics CoveredThe "foreman doesn't teach me" complaint diagnosisTeaching vs. mentoring: understanding the differenceWhy foremen are promoted without teaching trainingUnclear expectations on both sidesClassroom learning vs. workshop learningWhy Google can't replace hands-on mentorshipGenerational differences in learning expectationsCreating structured mentorship systemsSetting clear learning expectationsTeaching moments in busy workshopsBalancing production demands with training needsTechnician ownership of learning journeyDocumenting tribal knowledgeCreating effective training protocolsBuilding a culture of continuous learningMeasuring training effectiveness Key Insights & LearningsExpectation Mismatch - Technicians often expect classroom-style teaching (spoon-feeding information), while foremen expect self-directed learning (asking questions). Neither works without clear communication about expectations.Untrained Teachers - Most foremen are promoted for technical excellence, not teaching ability. They've never been trained in how to mentor, coach, or transfer knowledge effectively.Teaching vs. Mentoring - Teaching is structured information transfer. Mentoring is guiding someone's development journey. Workshops need both, but often provide neither systematically.Google Isn't Enough - While information is freely available online, context, application, and hands-on guidance can only come from experienced mentors. Knowing what to search for requires understanding you don't have yet.Shared Responsibility - Effective learning requires both parties: foremen must create teaching opportunities and be approachable, while technicians must actively seek knowledge and ask questions. Stories & Examples SharedThe Promotion Without Preparation - Real examples of excellent technicians promoted to foreman who had no idea how to teach, creating frustration on both sides.The Google Generation - How younger technicians expect instant access to information but lack the context to apply it effectively, while older foremen assume "figure it out yourself" is sufficient training.The Teaching Moment Missed - Examples of busy foremen missing opportunities to explain "why" while showing "how," leaving technicians able to copy but not understand.The Question Culture - Workshops that punish questions ("you should know this already") versus those that encourage them ("great question, let's figure it out together") and the dramatic difference in learning outcomes. The Tribal Knowledge Problem - Critical workshop knowledge that exists only in senior technicians' heads, never documented, creating vulnerability when they leave. Get in touch Andrew: Andrew has a variety of free downloads and tools you can grab. Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical Professionals. Production: Co-host: Anthony Perl This podcast was produced by 'Podcasts Done for You' a...

    27 min
  5. Career Progression Myth: Why There's More Opportunity Than Your Technicians Realise

    11/20/2025

    Career Progression Myth: Why There's More Opportunity Than Your Technicians Realise

    Is there really no career progression in automotive? Andrew Uglow destroys this myth by revealing the countless paths available to skilled technicians—from his own journey to business ownership, to opportunities in training, consulting, and beyond. Discover why automotive skills prepare you for almost anything in life. Main Topics CoveredThe myth of limited career progression in automotiveCareer progression vs. personal development: understanding what you really wantAndrew's journey: apprentice → workshop controller → trainer → national training manager → business ownerWhy automotive skills are highly transferable to other industriesAlternative career paths beyond service managementThe complexity of automotive as preparation for life's challengesWhy the best technicians often make poor managersHow to support technician development without forcing management rolesLeadership vs. management: understanding the differenceEntrepreneurial opportunities for skilled technicians Key Insights & LearningsCareer Progression vs. Development - Most technicians who complain about "no progression" actually want personal development and skill growth, not necessarily management positions with more responsibility.Transferable Skills - If you can succeed in an automotive workshop with its complexity, time pressure, and customer demands, you can excel at almost any career challenge.Multiple Pathways - Career options include: staying technical and becoming a specialist, moving into training/education, consulting, starting your own business, or transitioning to other industries using your problem-solving skills.The Management Trap - Promoting the best technician to foreman or service manager often fails because technical excellence doesn't equal leadership ability without proper training.Define Your Goals - Before seeking "progression," technicians need to ask: Do I want more responsibility, more money, more recognition, or simply to get better at what I do? Stories & Examples SharedAndrew's Personal Journey - From leaving school at 15 as one of 200 applicants for an apprenticeship, through workshop roles, into training, and ultimately business ownership—demonstrating the diverse paths available.The Complexity Advantage - Why mastering automotive technology, with its density of information and time pressure, prepares technicians for challenges that would overwhelm people in "easier" careers.span class="ql-ui"...

    16 min
  6. The Recognition Revolution: Why Your Best Technicians Feel Invisible

    10/29/2025

    The Recognition Revolution: Why Your Best Technicians Feel Invisible

    In this powerful episode of the Friction-less Workshop Podcast, host Anthony Perl and passionate automotive trainer Andrew Uglow tackle one of the most damaging yet overlooked complaints in modern workshops: "I don't get enough recognition." Main Topics Covered: The critical difference between validation and recognition in the workplaceWhy the automotive industry operates at a 22:1 negative-to-positive feedback ratio (and why that's devastating)How the 5:1 positive feedback ratio transforms workshop culture and retentionThe distinction between career progression and personal developmentWhy promoting your best technician to management often backfires spectacularly Key Takeaways: Andrew reveals groundbreaking research from orphanage studies that identified the exact ratio of positive to negative feedback needed for human flourishing. He exposes how workshops manage with financial models instead of people models, creating emotional gaps that cost dealerships over $1 million annually in staff turnover. Listeners will learn practical strategies for implementing meaningful recognition programs, understand generational differences in recognition needs (results vs. validation), and discover why the foreman role is critical to technician satisfaction. Featured Insights: David Rock's SCARF model application to workshop environmentsSimon Sinek's work on millennial workplace motivationThe three R's of employee engagement: Reward, Recognition, and ResourcingWhy technicians save thousands of lives but rarely receive acknowledgment Perfect For: Workshop owners, service managers, foremen, HR professionals, and anyone responsible for technician retention and engagement. Resources Mentioned: David Rock's SCARF ModelSimon Sinek's generational workplace researchSix-step troubleshooting process applied to human challenges Andrew has a variety of free downloads and tools you can grab. Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical Professionals. This podcast was produced by 'Podcasts Done for You' https://podcastsdoneforyou.com.au.

    20 min
  7. Technician pay reality check. Are they really underpaid or missing the bigger picture?

    10/16/2025

    Technician pay reality check. Are they really underpaid or missing the bigger picture?

    Is technician pay really the problem, or is there a bigger picture? In this episode, expert trainer Andrew Uglow unpacks the most common complaint in the workshop: "I don’t get paid enough." Through honest conversation and practical insight, discover what truly drives satisfaction and success in the automotive industry. In this episode, you’ll learn: • How technician wages compare to other trades • Why lifestyle choices and financial management matter as much as salary • The impact of supply and demand on pay • How to diagnose the real causes behind compensation complaints • Practical strategies for addressing pay concerns beyond just raising wages • Why teaching financial management can be more valuable than another raise Get ready for candid stories, actionable advice, and a fresh perspective on building a rewarding career in the workshop. ------------------------------------------------------ Andrew has a variety of free downloads and tools you can grab. Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical Professionals. This podcast was produced by 'Podcasts Done for You' https://commtogether.com.au .

    19 min
  8. Setting Customer Exceptions in Auto Service: Beyond the Customer is Always Right

    08/13/2025

    Setting Customer Exceptions in Auto Service: Beyond the Customer is Always Right

    Join us as we challenge the age-old notion that the customer is always right and explores more effective strategies for setting and exceeding customer expectations. Using examples from leading businesses like Apple, we discuss how to establish realistic service promises and the benefits of under-promising and over-delivering Andrew has a variety of free downloads and tools you can grab. Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical Professionals. This podcast was produced by 'Podcasts Done for You' https://commtogether.com.au .

    18 min
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About

If you own, manage or work in an automotive workshop – this podcast is for you. Andrew Uglow has followed his passion for discovering the secrets of how things work and how to fix them, since falling in love with all things ‘cars’ as a teenager, Always ‘hands-on,’ whether as an apprentice, working in national roles for global manufacturers, or running his own business, his quest for the how and why of both people and technology has given him a unique and important perspective, especially timely for the challenges facing today’s workshop owners, managers, and their teams. Hear from someone who has spent decades training thousands around the world on how to succeed in their roles despite all the obstacles. You will learn new insights and stories about what works and what does not, including the simple tips and tricks that will make a massive impact This is a unique podcast for the automotive industry with a perspective born from decades of hard-won experience. Andrew has a variety of free downloads and tools you can grab. Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical Professionals. This podcast was produced by 'Podcasts Done for You' https://commtogether.com.au .

Information

  • Creator
    Andrew Uglow
  • Years Active
    2024 - 2026
  • Episodes
    35
  • Rating
    Clean
  • Copyright
    © Copyright 2026 Andrew Uglow
  • Show Website
    The Friction-less Workshop