In this episode of the Shop Owner Solutions podcast, ShopOwner editor Doug Kaufman discusses the importance of innovation and adaptability for businesses with Jeff Kritzer, BendPak president and CEO. The company started as a small machine shop, then diversified into making pipe benders and muffler racks.Through the creative spirit and risk-taking of leaders like Jeff Kritzer, BendPak continually introduced new products and expanded into new markets, rather than staying complacent in their original offerings. This allowed the company to thrive while many of their competitors in the muffler shop business declined. Customer service is a top priority for BendPak, as evidenced by Kritzer's hands-on involvement and commitment to rapid response times.Kritzer emphasizes the importance of "first call resolution" and being available to personally address customer concerns, rather than routing issues through complex ticket systems. He believes that quickly resolving customer problems, even minor ones, is critical to maintaining strong relationships and a positive reputation in the industry.Kritzer encourages shop owners and other industry professionals to embrace change and diversification, rather than remaining stuck in the status quo. He views complacency as the death knell for many businesses, and believes that introducing new revenue streams, adapting to market shifts, and providing excellent customer service are key to long-term success. Kritzer's own personal involvement and innovative mindset serve as an inspiration for others looking to grow their businesses.ShopOwnerMag.comBendPak.com

In this episode of Shop Owner Solutions, Doug Kaufman, editor of Shop Owner Magazine, interviews Miguel Cornejo, product manager for TrakMotive to discuss the importance and function of driveshafts in vehicles. "Driveshafts are responsible for transferring torque from the engine to the wheels, allowing the vehicle to move," explains Cornejo. "They are precision-balanced and weighted to minimize vibration and noise. Of course, the configuration of driveshafts varies depending on the type of vehicle."The hosts also highlight the different types of driveshafts and the engineering that goes into their design. They discuss common issues that can occur with driveshafts, such as U joint problems and alignment issues. Diagnostic steps for identifying driveshaft issues are also mentioned, including clunking sounds and vibrations during acceleration.  This episode of Shop Owner Solutions is sponsored by TrakMotive, a leading global manufacturer of new CV axles, ATV and UTV CV axles, driveshafts and window regulators for automotive and light duty truck applications with a continued focus on meeting or exceeding OE specifications on every product.  For more information, visit trakmotive.com.

In this episode of Shop Owner Solutions, Doug Kaufman, editor of Shop Owner Magazine, interviews Miguel Cornejo, product manager for TrakMotive. They discuss the common causes of axle failure, such as road conditions, vehicle modifications, and improper installation. They also emphasize the importance of regular maintenance and inspection to prevent axle failure.Cornejo explains TrakMotive’s comprehensive range of product lines to cater to different vehicle applications. The XTT line is designed for lifted vehicles and offers increased articulation and durability. The HDX line provides an upgraded OE replacement axle, while the Monoblock line offers a one-piece design for specific applications.They also discuss the symptoms of axle failure, such as clunking, popping, and vibrations. Cornejo recommends inspecting the axle for torn boots, grease slinging, and damaged clips before installation. He also emphasizes the importance of following proper installation procedures, including torque specifications and avoiding the use of impact tools.Cornejo advises installers to use the VIN decoder on the TrakMotive website to ensure the correct axle is selected for each vehicle. In addition, he highlights other resources available on the TrakMotive website, including tech bulletins, installation tips and ways to contact the technical team. He encourages installers to reach out to their tech support team for assistance with any questions or issues.Overall, the episode provides valuable insights into the complexities of diagnosing and repairing CV axle and drive shaft complaints.This episode of Shop Owner Solutions is sponsored by TrakMotive, a leading global manufacturer of new CV axles, ATV and UTV CV axles, drive shafts and window regulators for automotive and light duty truck applications with a continued focus on meeting or exceeding OE specifications on every product.For more information, visit trakmotive.com.

It's the most wonderful time of the year. Commercials and holiday movies tell us it's the time to sit quietly, reflecting on family and friends. Basking in the blessings you have. Soft music, twinkling lights, gentle snowflakes. You know the stories. All is calm, all is bright – unless you're a shop owner trying to get through the end of the year with your sanity intact. We're talking about surviving the Christmas chaos, the Hanukkah havoc, the Kwanza craziness. In this Shop Owner Solutions podcast episode, Doug Kaufman and Clint Cooper discuss the challenges that shop owners face during the holiday season and offer tips on how to navigate the chaos. They emphasize the importance of balancing personal and professional pressures, especially when it comes to managing employees and customer expectations.Cooper shares personal stories of his experiences growing up in a muffler shop and witnessing the struggles and successes of his parents as small business owners. He highlights the significance of showing compassion and appreciation to employees during the holidays, whether through holiday bonuses or thoughtful gifts.Cooper also emphasizes the importance of taking time for oneself and not letting the stress of the season consume shop owners. He encourages shop owners to reflect on their experiences and make resolutions to be more mindful and proactive in the coming year.This episode is sponsored by AP Emissions. Since 1927, AP Emissions Technologies has been serving customers in the light and commercial vehicle aftermarkets with a passion for innovation, enabling them to stay at the forefront of emissions and exhaust products.

The auto care industry in the US is a significant part of the economy, generating nearly $480 billion in revenue and employing millions of people. However, the industry also faces a high rate of parts returns, with nearly one in four auto parts being returned. This is a costly and wasteful issue that needs to be addressed.In this episode of Shop Owner Solutions, Doug Kaufman and Clint Cooper from AP Emissions discuss the best way to eliminate warranty return waste - by fixing the REAL problem that caused the failure in the first place.One of the main reasons for returns is customers ordering the wrong part or failing to diagnose the issue correctly. Manufacturers in the aftermarket space are concerned about this issue and are working to improve cataloging accuracy and provide better diagnostic support to customers. Additionally, warranty abuse is a problem, with some customers returning perfectly good parts or even sending back unrelated items.The durability of aftermarket parts compared to OE parts is also discussed, with aftermarket parts designed to last the remaining life of the vehicle rather than the entire lifespan.Warranty issues with mufflers and pipes are also mentioned, including sound attenuation and fitment problems. Overall, the industry is working to reduce returns and improve customer satisfaction.This episode is sponsored by AP Emissions. Since 1927, AP Emissions Technologies has been serving customers in the light and commercial vehicle aftermarkets with a passion for innovation, enabling them to stay at the forefront of emissions and exhaust products.

In part one of this two-part conversation about the who and how of hiring, Roy Niemi of A and D Auto and Body Repair explained what goes into finding great employees in this environment. That's critical, but even more important? Keeping the great ones you already have.In part 2 of this special Shop Owner Solutions interview, Roy Niemi, owner of A and D Auto and Body Repair in Haslett, MI, discusses his methods for hiring and retaining great employees in the automotive industry. He emphasizes the importance of looking for specific traits and attributes in potential hires, such as confidence, good character, and motivation. With host Doug Kaufman, Niemi also highlights the value of involving the existing team in the hiring process through group interviews and discussions. To retain employees, Niemi stresses the need for regular interaction and engagement, setting goals and expectations, and understanding their individual aspirations. He also shares the benefits of implementing a four-day work schedule, which allows for more recuperation time and has increased productivity in his shop. Shop Owner Solutions is sponsored by AP Emissions.

Everybody talks about the need for technicians, but is there anything you can do about it? Shops today are competing for new employees with every other industry, and as you've probably found out, the results can be frustrating. Is it time to head to the basement and ride out the storm, or are there blue skies ahead? In this episode of Shop Owner Solutions, Doug Kaufman discusses the challenges of finding technicians for automotive shops and interviews Roy Niemi, the owner of A&D Auto and Body Repair in Haslett, MI, who has successfully grown his shop from seven to over 30 employees during a very difficult business environment. Niemi explains that he focuses on hiring individuals with great qualities, work ethic and drive, rather than solely relying on technical skills. He also emphasizes the importance of creating a family-like culture within the shop and investing in the development of his employees. Niemi shares his strategies for finding potential employees, including partnering with local trade schools and community colleges, as well as high school vocational programs. He also discusses the mentorship program in his shop, where experienced technicians pass on their knowledge and skills to the next generation. Niemi says he believes in a people-first approach and prioritizes the long-term growth and success of his employees over immediate profits. This episode of Shop Owner Solutions is sponsored by AP Emissions, a manufacturer of emissions and exhaust technologies.

There has been a lot of technology in the automotive industry that has come and gone, faded into history and really forgotten by the next generation. Remember eight track players or CD players for that matter, digital speedometers, power antennas, ashtrays, and cigarette lighters? Still, some things introduced decades ago are still found on every vehicle, and despite their long, healthy history, catalytic converters may be the most misunderstood component on a car. In this podcast episode, Doug Kaufman, editor of Shop Owner Magazine, interviews Clint Cooper, a strategic Account Executive at AP Emissions Technologies, about catalytic converters in the automotive industry. They discuss the misconceptions surrounding catalytic converters and how they work to reduce harmful exhaust emissions.Cooper explains the changes in technology and the advancements made by AP Emissions in the coating process of catalytic converters, which allows for more efficient use of precious metals and lower costs. They also touch on the issue of catalytic converter theft and the impact of electric vehicles on the future of catalytic converters.Overall, they conclude that catalytic converters will continue to be an essential component in vehicles for many years to come.For more information, visit APEmissions.com or ShopOwnerMag.com.

Common wisdom tells us that cats have 9 lives – you just can’t kill ‘em. Or, if they go missing, must wait and they’ll eventually come back. As a shop owner, of course, those facts are far from realistic - at least when it comes to the most important and enigmatic cat in the shop, the Catalytic Converter.In this episode of Shop Owner Solutions, Clint Cooper - Strategic Account Executive at AP Emissions Technologies and a master of explaining what goes on in a vehicle’s exhaust system - explains what can kill a cat, what you can do to help your customers prevent it and how to prevent it from happening again.Cooper explains how emissions requirements have changed, exactly what a catalytic converter does (and how) and what techs can look for to diagnose why a converter failure happened in the first place. Shop Owner Solutions has been created to help throw a lifeline to shop owners, helping you understand that the struggles you're facing are not unique. Shop Owner Solutions is presented by AP Emissions. Since 1927, AP Emissions Technologies has been serving customers in the light and commercial vehicle aftermarkets with a passion for innovation enabling them to stay at the forefront of emissions and exhaust products.Visit APemissions.com to learn more.

Science fiction and Hanna-Barbera promised us all sorts of fantastic things to make our lives easier - moving sidewalks, robot maids, mind-reading appliances and flying cars should have BEEN here by now. As it turns out, The Jetsons were only PARTLY ahead of the game.What's the most important thing you're looking for in your automotive repair facility today? Some might say more customers, some might answer faster technicians, some might say higher repair orders. All of these are important factors, but they're not mutually exclusive. Today we're here to discuss one resource that can possibly help you solve all three dilemmas - perhaps foreshadowed by science fiction cartoons.It seems like 40 or 50 years ago, artificial intelligence meant robots, and that was either scary or totally comedic depending on your generation. They were never really considered a partner – but we've come to rely on artificial intelligence to assist us in many aspects of our daily lives, so much so that we don't even think about it anymore. In this episode of Shop Owner Solutions, Doug Kaufman, editor of ShopOwner magazine talks about the ways artificial intelligence can make a real difference in your shop's personality, productivity and profitability. His guest is Eric Turkington, Vice President of Growth at Ortho, creators of shop-specific artificial intelligence resources.

Have you ever felt that someone knew more about a topic than you? In this industry, you’re not alone. For well over 100 years vehicle technology has been advancing, and when it comes to servicing vehicles, someone somewhere likely has been doing it longer than you have.But with the newest generation of hybrid and electric as well as alternative fuels and ADAS, the educational playing field may be such that we're ALL on the same level. While some of this terminology used in today’s shop is already causing fear about tomorrow these topics they already a significant part of the world of a trainer?In this episode of Shop Owner Solutions, Rob Morrell, director of Training of WorldPac Technical Institute and Isaac Rodell, program manager for alternative fuels with WTI, explain the training beliefs and realities faced by today's shop owners, service advisors and technicians.Shop Owner Solutions is presented by CTI WTI, the Carquest and Worldpac Training Institutes. CTI WTI offers world-class technical and business management training for automotive service professionals. To learn more visit my.advance.pro/shoptraining.

The American Cancer Society estimates that each year, more than 250,000 people are diagnosed with breast cancer and more than 40,000 will die. Cancer is an insidious disease that has touched nearly everyone, but two Ohio shop owners have decides to do something to try to make a difference. In 2011, Leigh Ann Best, marketing director with Mighty Auto Pro in Medina, OH, and Laura Frank, owner of Auto Repair Technology in Brook Park, OH, introduced the Brakes For Breasts program. Brakes for Breasts is an organization that unites the hands of independent auto repair shops during the month of October. The participating repair shop provides its customers with free brake pads and the customer simply pays for the labor and any other parts that may be needed. The shop then donates 10% of that total to the Cleveland Clinic's Breast Cancer Vaccine Fund.In 2019, Kerry Pryor, with Advance Auto Parts and TechNet Professional Automotive Service in Raleigh, NC, was so inspired by the grassroots efforts of the founders that she offered to bring her networking and marketing skills to the organization.Since its founding, Brakes For Breasts has raised more than $1.5 million to help support the Cleveland Clinic's Breast Cancer Vaccine research fund. In this episode of Shop Owner Solutions, Leigh Anne and Kerry discuss the program's successes and goals with ShopOwner editor Doug Kaufman. For information on how to get involved, visit BrakesForBreasts.com; TechNetProfessional.com or ShopOwnerMag.com.This episode of Shop Owner Solutions is presented by Advance Auto Parts. Advance is a leader in supplying automotive aftermarket parts and technology solutions to vehicle repair shops across the U.S. Visit my.advancepro.com to learn how Advance can help your shop.

Keeping yourself on track every day can often be a big enough challenge so it's not not surprising that keeping everyone else motivated toward excellence can seem overwhelming at times. That's why it's helpful to recognize that resources are available to ease the pain points of running and growing your business.In this episode of Shop Owner Solutions, Doug Kaufman talks with Enzo Dibenedetto, Leader of Operational Strategies for the Mike More Miles family of repair shops in the Chicagoland area, and Andrew Dremak, VP, Strategic Partnerships & Growth with Mechanic Advisor. Together, they explain the marketing partnership they've implemented to meet the needs of Mike More Miles shops and their customers.This episode of Shop Owner Solutions is presented by Advance Auto Parts. Advance is a leader in supplying automotive aftermarket parts and technology solutions to vehicle repair shops across the U.S. Visit my.advancepro.com to learn how Advance can help your shop.

When the air horn sounds and the ship starts slowly pulling away from the dock, do you head to the buffet, or do you sit up and pay attention? If you’ve ever been on a cruise you know that one of the first and most important activities is the muster drill, where you locate your life vest and rescue boat, even while the ship is in calm waters.Doug Kaufman, editor of ShopOwner magazine, looks for rough seas and icebergs dead ahead with his guests on this episode of Shop Owner Solutions. Joining Doug are Vic Tarasik, from Shop Owner Coach; Greg Buckley from Buckley’s Auto Care in Wilmington, DE; and Murray Voth from RPM Training.https://shopownercoach.com/https://www.buckleysautocare.com/https://rpmtraining.net/

If you ever walked into restaurant and ordered the omelette of the day, then proceeded to hand the cook a bag of groceries, you'd get laughed out of the place. And yet, automotive customers often have no problem demanding that you install the parts they bought from an online source - or worse, found in the back of the garage.When considering whether to install parts that you don't source, consider that it all comes down to the "bilities:" reliability, profitability and liability.Shop Owner Solutions is your life preserver through the industry’s rapids – getting past those 3 am panics or the things that keep you awake any way. In this episode, Doug Kaufman, editor of ShopOwner magazine interviews three industry veterans who have first hand experience with bad things that can happen and good ways to avoid falling into the parts trap.

Everyone complains that there's a lack of willing workers out there, and let's be honest from carry out to car repair, employment opportunities abound, if you could just get the bodies to apply. When it comes to your shop, quality can be a lot more attractive than quantity when it comes to job applicants. How can you ensure that when the right person comes to work for you, you give him or her every chance to succeed? You only get one chance to make a good first impression and you only get one chance to set up a new employee for success. Shop Owner Solutions is your life preserver through the industry’s rapids – getting past those 3 am panics or the things that keep you awake any way. In this episode, Doug Kaufman from Shop Owner magazine and Vic Tarasik from Shop Owner Coach, talk with Mike Maloney from Convenience Auto Service in Ann Arbor, MI, about the importance of making employees feel welcome and giving them the freedom to not be perfect.

We can’t find good help these days! Maybe you’ve heard that from colleagues or said it yourself. You look around nearly every type of employer and everyone seems to have the "Help Wanted" sign out - even in the best environment, finding workers is tough.Of course, as challenging as things are now, this industry has been through tough times today. Tough circumstances take tough people – we’re here to help shop owners make the best of tough times.Shop Owner Solutions is your life preserver through the industry’s rapids – getting past those 3 am panics or the things that keep you awake any way. In this episode, Doug Kaufman from Shop Owner magazine and Vic Tarasik from Shop Owner Coach, talk with Mike Simard from Simard’s Auto, Fairbanks, AK.

What's the most destructive word in your shop? Sometimes, the word is "yes." In challenging economic times, saying yes to everything may seem like the only way to reach your business goals but not every job, every customer or every opportunity is right for you. Sometimes, saying "no" is the best thing you can do.In this episode, Vic and Doug discuss the power of no with two shop owners who had to learn it the hard way. AJ Nealey, from Nealey's Auto Service in Edgewater, MD and Wendy Clawson, from The Swedish Solution in Chagrin Falls, OH, share their wisdom, their successes and - in frank terms - some of their downfalls when it comes to the prospect of disappointing someone or losing a job by saying no. In addition, they share examples of things a shop owner should NEVER say no to, including vacations, family time and improving team morale and training.This episode of Shop Owner Solutions is presented by Shop Boss.

You have a lot of expensive "stuff" in your shop - but is that the most valuable part of your business operation? Your investment goes way beyond the hard assets like tools, equipment, your customers' vehicles and your building. Without an effective use of your time your business will only go so far."The biggest investment successful shop owners make is in time," says Vic Tarasik, Shop Owner Coach. "One thing we often forget about time is that it is the most perishable thing we have." Guests on this episode are Brian Bates, Eagle Automotive, Littleton, CO; and Scott Thorley, president of ProtractorIn this podcast series, guests discuss some of the nightmares shop owners face with leading shop owners from across the country. Shop Owner Solutions is intended to help you avoid the 3 am panic – together, hosts Vic Tarasik and Doug Kaufman will explore the things that cause you the most stress, put your anxiety into high gear and keep you from feeling like you’re achieving the success you deserve. This podcast episode is presented by Protractor.

There's nothing more exciting – or intimidating - than an all-you-can eat buffet. Everything you could possibly want is waiting for you. Choose wisely and you'll enjoy the experience- choose poorly and it will ruin your (and everyone else's) evening. Similarly, today's Shop Management Systems seemingly offer an often overwhelming amount of features. What's best for your business? How do you choose the system or features that you really need?To help you fill your plate, Doug Kaufman, editor of Shop Owner and Vic Tarasik, owner of Shop Owner Coach, speak with Danielle Commandeur, Commandeur Mechanical, Claremont, Saskatchewan, Canada, and Cavan Robinson from ShopBoss about their experiences navigating the buffet.In this podcast series, Shop Owner Solutions hosts discuss some of the nightmares shop owners face with leading shop owners from across the country. Shop Owner Solutions is intended to help you avoid the 3 am panic – together, Vic and Doug will explore the things that cause you the most stress, put your anxiety into high gear and keep you from feeling like you’re achieving the success you deserve.

Finance can be a huge headache for shop owners. It's important to get paid for the work you do, of course but there can be significant challenges to collecting the payment when the repair is completed. Have you ever looked across the counter and wondered, "Is this transaction going to be a dream or a nightmare?" The search for contactless options has led many shop owners to implement text-to-pay systems. What was once a "nice to have" option has quickly become a "must have" business tool. In this episode of Shop Owner Solutions, Doug Kaufman and Vic Tarasik talk with Jesse Meddaugh from 360 Payments, San Jose, CA and Charlie Marcotte from American Pride Automotive, Hampton Roads, VA..

What's the scariest time of the year? It's not New Years, when you look in the mirror and realize how far you are from completing your resolutions. It's not Halloween, with its zombies and scary clowns. It's not even Thanksgiving, with the threat of a dry turkey and judgmental relatives. No, for many shop owners the real fear comes wiith employee reviews, when you sit one-on-one with an employee to talk about their accomplishments and shortfalls.Employee reviews don't have to be scary or unproductive. In this episode of Shop Owner Solutions, Doug Kaufman, editor of ShopOwner and Vic Tarasik from Shop Owner Coach talk with Brian Bates, owner of Eagle Automotive in LIttleton, CO, about how you can you ensure that reviews are beneficial to both parties and ultimately a learning and growth exercise for the entire team?

Digital vehicle inspections (DVI) let a customer "look over your shoulder" as you inspect and repair their vehicle. They are proven to be helpful to the sales process - so why are some shops very successful with the procedure and others struggle to implement this simple shop tool? A picture is worth a thousand words and, in this episode, Vic and Doug discuss digital vehicle inspections with Kurt Kennedy from Kennedy Auto Solutions in Tom Ball, TX, and Chris Boshaw from Shop Boss.

Truly, shop operations have changed - are you keeping up? Just as technology has changed the way you repair cars and service your customers, the ways you can request and accept payment have changed as well. In this episode, Vic and Doug discuss new technology in the credit card processing industry and how it affects shop owners with Steve Ciabottoni from 360 Payments.

When you set out to climb the mountain to success, it helps to know where you want to go. It also helps to have someone to climb along with you. When it comes to shop marketing, do you have the lifeline to support you?In this episode, Vic and Doug discuss the idea of partnering with someone who can help you set your goals and achieve them. Guests are Dwayne Myers, Dynamic Automotive, Frederick County, MD and Margaret Palango with Autoshop Solutions. This episode is presented by Autoshop Solutions.