Ratchet+Wrench - July 2022

STRATEGIES & INSPIRATION FOR AUTO CARE SUCCESS

A DECADE OF INDUSTRY EXCELLENCE INSPIRING AUTO CARE SUCCESS BRIAN SUMP JOE MARCONI DIGITAL + RATCHETANDWRENCH.COM

FEATURING KEITH BENLINE AARON STOKES

NICK MODESTI DAN SJOLSETH

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In this business, downtime isn’t an option. Nobody knows that better than NAPA. That’s why we’ve built America’s largest network of parts and care, here to give you the support you need to keep your business firing on all cylinders. © 2022 National Automotive Parts Association LLC 2 / R + W / 07. 2 2

10 / R + W / 07. 2 2

JULY

07.22

VO LU M E 10 N U M B E R 07

7

EDITOR’S LETTER

9

BREAKDOWN

How time and technology can change an industry

LGBTQ-owned auto shop is breaking down barriers through inclusion

13 SPEED READ

Average vehicle age takes center stage

15 NUMBERS

How the face of the industry has changed since 2021

17 ADAPT

Keeping up with technology amidst the labor shortage

18 SHOP VIEW

Superior Service Center Apple Valley, Minnesota

20 STRAIGHT TALK

Ratchet+Wrench remains an essential tool for shop growth

Know Thyself Brent Wells of Autotailor returns to tell how he found harmony in singleshop ownership after exploring the alternative.

JOE MARCONI

34 LEADERSHIP

Ways to get your employees excited to give feedback

36 CASE STUDY

Managing your social media in less than an hour a day

28

PAST AND PRESENT Revisiting four shop owners from the inaugural issue to find out what they’ve learned over the past decade.

39 EDUCATION+TRAINING Starting a shop-wide reading group to benefit your team

48 THE FIXER

How Ratchet+Wrench changed the game for shop owners A ARON STOKES

BY CHRIS JONES

PRINTED IN THE U.S.A. COPYRIGHT ©2022 BY 10 MISSIONS MEDIA LLC. All rights reserved. Ratchet+Wrench (ISSN 2167-0056) is published monthly by 10 Missions Media, LLC, 571 Snelling Avenue North, St. Paul, MN 55104. Ratchet+Wrench content may not be photocopied, reproduced or redistributed without the consent of the publisher. Periodicals postage paid at St. Paul, MN, and additional mailing offices. POSTMASTERS Send address changes to: Ratchet+Wrench, 571 Snelling Avenue North, St. Paul, MN 55104.

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ON THE COVER: A COLLAGE OF PAST RATCHET+WRENCH COVERS PAYING TRIBUTE TO THE PUBLICATION’S 10TH ANNIVERSARY.

PHOTO BY MELANIE WATSON

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EDITOR'S LETTER EDITORIAL CONTENT DIRECTOR Matt Hudson EDITOR Chris Jones SENIOR DIGITAL EDITOR Noah Brown CONTRIBUTING WRITERS Joe Marconi, Aaron Stokes, Tess Owings, and Nolan O’Hara PRODUCTION CREATIVE SERVICES DIRECTOR Zach Pate ART DIRECTOR Jonathan Ricketts GRAPHIC DESIGNERS Morgan Glisczinski, Emme Osmonson, Phil Tippin PRODUCTION ARTIST Lauren Coleman SALES VICE PRESIDENT AND PUBLISHER Chris Messer 651.846.9462 / cmesser@10missions.com ASSOCIATE PUBLISHER Andrew Johnson 651.846.9459 / ajohnson@10missions.com MARKETING STRATEGISTS (NATIONAL ACCOUNTS) Marianne Dyal 706.344.1388 / mdyal@10missions.com Chad Hjellming 651.846.9463 / chjellming@10missions.com Bob Marinez 216.533.8747 / bmarinez@10missions.com Martha Severson 651.846.9452 / mseverson@10missions.com Kyle Shaw 651.846.9490 / kshaw@10missions.com Dan Thornton 734.676.9135 / dthornton@10missions.com Sean Thornton 269.449.0257 / sthornton@10missions.com ASSOCIATE MARKETING STRATEGIST (NATIONAL ACCOUNTS) Kenzie Verschoor 651.846.9472 / kverschoor@10missions.com REGIONAL SALES MANAGER Matt Harper 651.846.9551 / mharper@10missions.com SENIOR MARKETING STRATEGIST (REGIONAL ACCOUNTS) Melody Todd 651.846.9468 / mtodd@10missions.com MARKETING STRATEGIST (REGIONAL ACCOUNTS) Josh Imhof 651.846.9488 / jimhof@10missions.com CLIENT SERVICE SPECIALIST Jen George 651.846.9465 / jgeorge@10missions.com CUSTOMER SUCCESS REPRESENTATIVE (REGIONAL ACCOUNTS) Autumn Morey 651.846.9460 / amorey@10missions.com 10 MISSIONS MEDIA GENERAL MANAGER AND PRODUCTION MANAGER Mariah Straub BOOKKEEPER AND CLIENT SERVICE SPECIALIST Meghann Moore EVENT PRODUCER Kate Fahlen COMMUNITY DEVELOPMENT ASSOCIATE Meghan Horan SENIOR DIGITAL MEDIA STRATEGIST Tiffany Fowler ADMINISTRATIVE ASSISTANT Karley Betzler EDITORIAL ADVISORY BOARD Ryan Hillebrand, Urb’s Garage; John Miller, Fifth Gear Automotive; Rob Choisser, Choisser Import Auto Services; Doug Grills, AutoStream Car Care Center; Lucas Underwood, L&N Performance Auto Repair; Bruce Howes, Atlantic Motorcar Center HOW TO REACH US RATCHET+WRENCH 571 Snelling Avenue North, St. Paul, MN 55104 tel 651.224.6207 fax 651.224.6212 web 10missions.com The annual subscription rate is $72 (U.S.A. only) for companies not qualified to receive complimentary copies of Ratchet+Wrench.

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Opinions expressed in Ratchet+Wrench are not necessarily those of Endeavor Business Media, and Endeavor Business Media does not accept responsibility for advertising content.

A Decade of Ratchet+Wrench

WHAT TIME CAN TEACH US ABOUT PROGRESS It was a five-minute timed exercise. Write

down what you were doing professionally today (2020) and then go back and jot down what you were doing in five-year increments from 2015 to 2000. My list included: editor, web and graphic designer, and sports writer.

Man, I’ve done a lot in 20 years, I thought, reflecting on the nuances of each position.

And a lot has changed.

The goal of the exercise was to help me see and appreciate my evolution. Time has a way of making progress feel nonexistent. It’s only when you retrace your steps that you can see how far you’ve come. What’s even more fun is thinking back on the industry tools you had available then.

In 2000, I was storing my digital work on Zip disks, which could hold 100 or 250 megabytes, a lot for that time. In today’s storage capabilities, it’s the equivalent of having a 1 TB USB flash drive.

In 2005, Adobe released its groundbreaking—and pocket-breaking—Creative Suite 2.

It featured Photoshop, Illustrator, and InDesign within its Design Bundle. Today, I use Adobe Creative Cloud, which remains forever updated on an evergreen license and includes nearly all of Adobe’s software.

In 2010, I was storing my work in the mysterious cloud through Dropbox. It was a technology many people feared because they didn’t know what the cloud was and where their work was living. (In 2012, I lost my laptop in an apartment fire. Had I not backed up into the cloud, I would have lost all of my clients’ work!)

In 2015, I was working from an Apple ecosystem and my iPhone and computer could sync. This meant when I was on a writing assignment, I could take notes on my phone and when I cracked open my MacBook later, they’d be there waiting for me.

Today, I dictate some of my stories and use transcription services. Time and technology have changed my industry, and I have aimed to always keep in step with those changes.

The same holds true for the auto industry.

In the past two decades, repairing vehicles has gone from mechanical to electrical, with sensors, motors, and ADAS. Vehicles have shifted from internal combustion engines to hybrid to fully

electric. The speed at which work has been performed has increased with the use of power tools and computer assistance. And the digital age has made it possible to not only discuss repairs with a customer but show them in real time.

There’s an old saying that goes, “Reflection is the better part of a champion.” It’s true. And that brings us here, to the 10th-anniversary issue of Ratchet+Wrench magazine. Join us as we revisit some of the shop owners featured in the inaugural edition launched in July 2012.

• Ratchet+Wrench caught up with Brian Sump (p. 23), who was on the first cover, to get his wisdom on what it takes for a shop to go from average to awesome. Sump went from a single shop in 2012 to becoming an industry-leading multi-shop owner.

• You’ll hear from Brent Wells (p. 28), who after adding a second shop, decided he preferred single shop ownership—and you’ll read why he loves it.

• Keith Benline (p. 30) returns to talk about how shops can learn to embrace digital-savvy customers equipped with smartphones and why fighting against technology is futile.

• If you’ve ever felt like you have to upgrade your shop all at once, Ratchet+Wrench’s interview with Nick Modesti will calm your anxiety. He talks about how his shop adopted some digital practices while also staying in step with the basic best practices that benefit his customers and the environment.

• Last, we look at Superior Service Center’s Apple Valley, Minnesota, location in Shop View. Ten years ago, Dan Sjolseth’s single location in Eagan, Minnesota, was featured.

Today, with two locations, he’s using primitive but proven systems to maximize efficiency.

As you enjoy the stories within the issue, I invite you to email me your thoughts about Ratchet+Wrench and how the magazine has helped you in your business. Let’s enjoy the view together, and if you’re feeling nostalgic, do the exercise I did to see just how far your shop has come in the past decade. You may be surprised by your progress.

CHRIS JONES, EDITOR CJONES@10MISSIONS.COM 07. 2 2 / T E N Y E A R S O F R + W / 7

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JUMP START

Finding Matter in the Mission

Good Judy Garage tackles areas many shop owners can relate to, and some they don’t

BY HANNA BUBSER PHOTOGRAPHY BY D. FRITZ RIVER AND ROOT PHOTOGRAPHY

N E WS I D E AS PEO PLE T R E N DS

Across the automotive industry, change is inherent and inevi-

table. Figuring out how to navigate ups and downs is basically in a shop owner’s job description, now more than ever.

According to the results from the 2022 Ratchet+Wrench Industry Survey, 38 percent of shop owner respondents lead by example by getting out on the shop floor and 25 percent focus on the big picture, inspiring their teams to succeed. These are both important areas of strength to have if a shop is going to face the rapidly changing automotive industry headfirst.

Change can provide perspective. It can present ideas and allow for an opportunity to pause and reflect. What can the industry be doing better? What gaps need to be filled? What decisions can be made that offer a lasting impact?

Some shops have risen to the occasion, tackling all of these questions and more. The team at Good Judy Garage in Sheridan, Colorado, has ensured that, from the start, its shop’s mission has revolved around inclusivity, acceptance, and establishing a comfortable environment for all.

This steadfast commitment is welcome considering the current challenges found across the aftermarket. As shops come face-toface with labor shortages, supply chain disruptions, and continued vehicle advancements, it is important to consider what lies at a shop’s core as well.

ESTABLISH A COMMUNITY The Good Judy Garage origin story starts out as many might. It began with co-owner CC Haug, who has been in the industry for years.

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J U M P S TA R T / B R E A K D O W N

“My background growing up and my whole life was in the automotive industry.

I started working as a mechanic when I was like 14 years old,” says CC. “Then, I got to a point in my life where I wanted more to expand my knowledge base, learn more, and have a better understanding of stuff. I pursued a mechanical engineering degree. So I have a bachelor’s in mechanical engineering.”

CC worked in the manufacturing industry, but always had the life goal of opening their own shop. Good Judy Garage is their dream fulfilled, with a mission to be a place where all are welcome, including those in the LGBTQ community.

“People come in, and we’re open about the fact that I’m transgender. We’re open about the fact that we have female technicians and female employees,” says CC. “Some of them are gay, and we’re very open about that. When you’re open and honest about yourself, I think that just inherently leads to people being more comfortable with themselves.”

Everything about Good Judy Garage aims to promote a space of acceptance, down to the name of the shop.

“Within the LGBTQ community, it’s sort of a common phrase to be a ‘Good Judy.’ It does refer to Judy Garland who was a supporter of LGBTQ rights back in the day at a time when it still was illegal in a lot of places,” says CC. “[Good Judy] was code speak to let people know that they were part of the community.”

MAKE A LASTING IMPRESSION For the shop’s team, being a Good Judy in today’s industry is something that adds a lot of value to a customer’s experience. Additionally, it serves its workforce as well.

“People that are happy at work and fulfilled at work and not feeling forced into acting like they’re someone that they’re not, I think they enjoy their work more and they can provide better service,” CC says.

This is a sentiment that many shop owners can resonate with, at least according to results from the 2022 Ratchet+Wrench Industry Survey. Fifty-four percent of respondents said that they have scheduled check-ins with employees. This is a surefire way to understand what the experience is like for an employee in the shop’s environment, and could open the door for finding improvements as well.

For Good Judy Garage, CC and coowner Faith Haug make it a priority to maintain a clean shop. The pair have coffee, snacks, and television available in the shop’s waiting area. Both are motivated to foster this space because neither wants to fall into a dirty or unkempt facility, which can drive people away.

“You can do the best work in the world but if your place looks unkempt it’s not a good thing,” Faith says.

Combatting any past negative impressions is important for shops to consider, even if it feels easier to continue doing things the way that they have always been done.

“Most of our customers, whether they’re a part of the LGBTQ community or not, will say they’ve had a negative experience in an auto shop recently or even in their lifetime,” says Faith. “We’re trying to provide a good experience for them on top of just what they’re there for.”

CC and Faith believe there are many communities that are underserved in what can be thought of as the traditionally male-dominated automotive industry, from those in the LGBTQ community to those on the gender spectrum to women and beyond.

CC notes that there has definitely been a push towards female involvement over the last decade, but there is still a long way to go.

This is something that data from the Ratchet+Wrench 2022 Industry Survey suggests as well. Survey data reveals that, based on those who responded, the industry is 90 percent male and 10 percent female.

INCORPORATE CUSTOMER EDUCATION Another area the team ensures is not overlooked is customer education.

This is a strategy that can only serve to benefit shops looking forward into the future as many more vehicle advancements will lead to many more repairs requiring education on both the technician side and the customer side.

“One of our shop policies is that there is no assumption that the customer does or doesn’t understand what we’re talking to them about,” CC says.

Repair terminology and procedures can be an intimidating topic for many customers, especially those who have had negative experiences with shops in the past. Good Judy Garage chooses to level with this.

“The goal is to help them understand what’s going on with their vehicle and what their vehicle may need on whatever level that they’re on and to do that without coming across as pushy or demeaning or belittling in any way to them,” CC says.

“So we really try to explain things to the level that each individual customer wants to understand it.”

BUILD A STRONG FOUNDATION As a full-service repair shop, Good Judy Garage sees everything from basic lube and oil and filter changes to suspension work and more. But it doesn’t matter if the service is routine or complex. They make sure that their customers and their employees feel valued, understood, and adequately communicated to the entire way through.

Considering that, according to data from the 2022 Ratchet+Wrench Industry Survey, 65 percent of respondents are concerned about the shortage of qualified technicians, it could be in a shop owner’s best interest to ensure that their shop is a place that people want to be.

Good Judy Garage has prioritized this effort, and it makes all the difference. Employees and customers are valued in their garage. Comfort for everyone is prioritized.

This ultimately promotes a space where ever yone can get what they need out of a repair. No one is left out or overlooked. This is the kind of approach that can equip shops to face industry challenges and opens its doors to new opportunities.

“To make it a comfortable environment for not just our customers but for our employees and ourselves as well, I think it’s a very important thing,” CC says.

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J U M P S TA R T / S P E E D R E A D

Average Vehicle Age is 12.2 Years, According to Report The average age of light vehicles in operation currently sits at 12.2 years, according to a report through S&P Global accessed for an article by The Detroit News.

The 12.2 increase this past year bumps the average vehicle age up by two months, and it is the fifth year in a row that an increase has been seen.

The average age of a car on the road right now is 13.1 years and the average age of a truck is 11.6 years. The pandemic, supply chain disruptions, and parts shortages are all elements at play in keeping people in their vehicles for longer.

This sounds good overall for the automotive repair industry, doesn’t it?

S&P Global initially forecasted an 11 percent in repairs and service in 2021 from 2020, and it is more than likely that prediction was surpassed.

Before the pandemic began, the average vehicle age was anticipated to flatten because sales had declined. But as the pandemic interrupted production and it became difficult to access components such as semiconductors, things changed.

“It is a little bit of a unique situation driving the growth trajectory,” said Todd Campau, automotive aftermarket practice lead at S&P Global in the article. “We expect it to continue to grow for a few years and then drop off in the ‘25, ‘26 range, depending on how the pandemic, pent-up demand, and scrappage work out.”

Another thing that this average vehicle age speaks to is how difficult it is to purchase a new vehicle right now.

Many compounding issues at play make it easier for drivers to keep their current vehicle and opt to bring it in for repairs, perhaps more often that usual.

Campau said that the new vehicle market is expected to pick up in the next 18 months or so.

Thieves Targeting EV Charging Cables Charging cables for electric vehicles have become a target for thievery.

According to Kelley Blue Book, these chargers are made with copper wire, similar to catalytic converters. This makes them a hot ticket item for thieves.

Using a heavy-duty cable cutter, thieves can grab the cable and turn it into cash at a scrap metal yard.

EV automaker Tesla has a firmware update feature in its Generation 3 at-home chargers that makes the charging unit unusable by vehicles other than the owner’s, even if the other vehicle is a Tesla.

Security measures such as these are helpful in preventing theft of the valuable material, as well as an investment in padlocks, aftermarket locking devices, and even keeping the charging cable away and out of sight when not in use.

Regardless of the security approach, the interest in EV charging cables is worthy of note, especially as the struggle over other automotive part theft, such as catalytic converters, also continues.

VW Head Says Company Can Overtake Tesla EV Sales by 2025 Volkswagen CEO Herbert Diess says he thinks his company can overtake Tesla in global EV sales by 2025.

According to a report from CNBC, Diess said Volkswagen is looking to “create some momentum” in the second half of the year as supply chain pressures are forecasted to ease and the automaker anticipates a steady increase in EV production.

“Tesla currently is in the lead when it comes to EVs, probably also it is the most digital car company already and they have some advantages,” Deiss said per the report. “We are still aiming at keeping up and probably overtaking by 2025 when it comes to sales.”

Deiss said Tesla as shown that EVs can provide “good results and high returns with a credible business model,” but he also added that VW is “trying to keep up speed” and could soon catch up.

Nevada Shop Waitlisted for Auto Parts A Las Vegas area auto technician says the auto parts supply shortage is one of the worst he’s ever witnessed.

Jim Robbins of Allied Service Center in Spring Valley, Nevada, who has been in the industry for 38 years, said customers are waiting anywhere from weeks to months on part orders to be filled. His is one of many shops waiting on auto parts, and he says computers are especially hard to come by.

Robbins, who said the current predicament is “putting a dent into his business,” also told KTNV Nevada the best he can do is be honest with his customers about time frames and educate them on the supply shortage.

Advance Auto Parts to Sell 12-Volt Battery for EVs and Hybrids Advance Auto Parts has announced the introduction of DieHard EV with xEV by Clarios, making them the first auto parts retailer to sell 12-volt batteries specifically made for EVs and hybrids.

According to a press release, DieHard EV batteries are low-voltage and provide a high level of durability and reliability for both hybrids and EVs alike.

“At Advance, we are committed to serving all makes and models of the growing vehicle population. While there are many years of parts and service growth ahead for internal combustion engines, we also recognize the increasing demand for hybrid and electric vehicles,” said Tom Greco, president and chief executive officer at Advance Auto Parts in the press release.

DieHard EV batteries have 30 percent more cycling as compared to standard AGM batteries. Additionally, all DieHard AGM batteries have a minimum of 94 percent post-consumer recycled polypropylene and lead content by using a closed-cycle mass balance system.

“This first-to-market DieHard EV 12-volt battery is a great addition to our robust offering of hybrid and electric vehicle parts available in our catalog today to serve both our professional and DIY customers,” said Greco in the press release. “Advance is also leading the way by equipping our professional customers with the training and support they need to service the evolving vehicle population, including offering more than 50 classes on hybrid and electric vehicles at Advance’s STX conference, which is the world’s largest automotive aftermarket training event.”

These batteries will be sold exclusively at Advance Auto Parts stores and participating Carquest stores as well as the Advance website. Advance provides free battery testing and installation of batteries at its retail locations.

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J U M P S TA R T / N U M B E R S

What the 2022 Face of the Industry Looks Like A look at what’s changed since last year The average respondent for the 2022 Ratchet+Wrench industry survey is a male in his 50s who owns his shop and became an owner in his 30s. He has over four decades of industry experience, which most likely includes work as either a technician or a manager— or both.

Gender Male: 90% Female: 10% Age 20-29: 2% 30-39: 11% 40-49: 18% 50-59: 31% 60-69: 30% 70 or older: 8%

GETTY

Years in the Industry 1-9: 7% 10-19: 13% 20-29: 19% 30-39: 25% 40 or more: 36%

Prior Industry Positions Porter: 7% Service writer: 33% Technician: 64% Vendor: 3% Admin: 14% Manager: 41% None: 13% Educational Background Attended high school but did not complete: 5% Completed high school: 29% Attended technical/vocational school but did not complete: 9% Attended college but did not complete: 26% Earned bachelor's degree: 27% Earned master's degree: 3% Earned doctorate: 1%

more than 5% jump from last year

more than 5% drop from last year

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J U M P S TA R T / A D A P T

Finding Opportunity in Vehicle Technology Understanding the overlap of vehicle technology and the technician shortage

BY NOAH BROWN

One thing many individuals in the automotive aftermarket have in common is their passion for the industry. But even the most motivated individuals can’t keep all of the forces affecting repair away.

An issue that hits close to home for many repair shop owners is the labor shortage. It can be difficult to keep up with a rapidly changing aftermarket if the talent pool is lacking.

This is an area that Susanna Gotsch, senior director and industry analyst for CCC Intelligent Solutions, has studied. Gotsch is the author of the annual Crash Course Report, which provides data relevant to the automotive aftermarket.

“We just don’t have enough technicians to help process the existing work,” Gotsch says, “and the types of repairs that are now coming in are more complicated. They take longer.”

While analyzing relevant data pertaining to the automotive industry over this past year for Crash Course, she has gotten a full perspective of the labor shortage impact. Simultaneously, shops find themselves navigating through a rapidly advancing and technologically charged aftermarket.

“When you start to think about more vehicles equipped with advanced driver assistance systems, telematics, connected vehicle technology, all of those things add to repair complexity,” Gotsch explains. “And also new skill sets required for repairers and their technicians.”

This means, in addition to finding qualified technicians who are willing to learn about technology, shops also need to be willing to adapt and grow in terms of vehicle technology themselves.

“In terms of how repairers adapt, I think doing whatever they can to attract new talent, make sure that their folks feel engaged and that they are given new opportunities to develop and get the proper training to be able to repair these types of technologies,” she says. “Also I think another key opportunity is to really take advantage of the technology that is out there.”

Gotsch recommends implementing a new estimation process, setting up a system that sends text messages to customers rather than having to call them individually, and using new software to streamline the shop’s overall processes.

“All those things, I think, can help put a structure in place to help alleviate some of the administrative tasks and ensure that the standard operating procedures are followed and that things are not missed,” Gotsch says.

Knowing that those initiatives are in place can help shops to shift focus onto other areas that may need some attention. This is where EVs and technology-based education come into play.

S EP T EM B ER 24 - 25 , 2022 DALL AS - FORT WORTH, T X

A D A P TA U T O M O T I V E . C O M

Gotsch explains that even though EVs only accounted for about 3 percent of overall vehicle sales in 2021, it is still important to note that some major increases remain to be seen yet.

More EV models are anticipated to be released soon, as a broader range of automakers has shown interest in the pursuit.

It is worth a shop’s time to be prepared.

Gotsch also acknowledges that gaining access to some of this education and implementing equipment that helps to address advanced technology repairs in vehicles isn’t cheap.

“It does require repairers to make some pretty significant investments,” Gotsch says.

However, not all of this needs to be addressed at once.

“The bottom line is the growth in the vehicles is going to ramp up,” Gotsch says in reference to electric vehicles. “But I think the repairer community has an opportunity to adapt because it’s not going to change things overnight.”

She cites the need for more charging infrastructure throughout the United States and the need to help drivers get comfortable with range anxiety that must be tackled before the aftermarket drastically shifts.

Regardless, it remains important to remember that ADAS, a major component in many electric vehicles, can be found in ICE and hybrid vehicles, too.

“When you look at EVs, they are sort of the poster child for all of the new technologies that are being introduced into cars,” Gotsch says.

Gotsch believes that it is in a shop’s best interest to stay on top of these changes. This could prove crucial in regards to recruitment and retainment efforts alike.

Ultimately, knowledge is power. Each manufacturer tends to have its own way of implementing ADAS technology, so the more educated brains behind the repair, the better.

Shop owners should seek out opportunities to educate their technicians on ADAS and find ways to implement this education in their shops. Taking steps in this direction will steer a shop towards the future, and help them continue to offer relevant repair options for their customers.

Vehicle technology is a big topic to tackle. Getting involved with it sooner rather than later will help set a shop up for success, especially as more and more technological advancements enter the industry.

“Even just around calibrations there is an immense amount of variability,” Gotsch says. “There is a lot of new technology being introduced.”

Have you snagged your ticket for the ADAPT: Automotive Technology Summit? Head over to adaptsummit.com to register and check out the full two-and-a-half-day lineup.

A D A P TA U T O M O T I V E . C O M / FA C E B O O K

T W I T T E R .C O M /A DA P T_ AU TO

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J U M P S TA R T / S H O P V I E W

Superior Service Center of Apple Valley

BY CHRIS JONES

PHOTOS BY BRE MCGEE

S H O P S TAT S Owners: Dan Sjolseth; Tony Hoffman Location: Apple Valley, Minnesota Staff Size: 10 (including owners) Shop Size: 10,000 square feet Number of bays 11 Average Monthly Car Count: 449 Annual Revenue: $2.2 million

When Ratchet+Wrench last spoke to Dan Sjolseth, he had a single location in Eagan, Minnesota, and by his own definition, was “committed to making his shop as efficient and productive as possible, which means organization and cleanliness are paramount.”

Ten years later, not only is he still focused on running efficient and productive operations, he now does so over two shops—his original in Eagan and his second location in Apple Valley.

Sjolseth purchased the Apple Valley shop in 2013, and in recent years has installed Tony Hoffman, a longtime employee, to oversee operations at 18 / T E N Y E A R S O F R + W / 07. 2 2

the shops. The goal is for Hoffman to succeed Sjolseth some time this decade.

“Tony started with me back when I just had a body shop, and in 2009, he started running the body shop.

It’s evolved over the years that now he oversees the body shop and not only that, but he oversees both mechanical shops, and that’s been over the last probably three years,” says Sjolseth.

Customized Superior Service Center of Apple Valley has a spacious floor plan

that’s home to 11 bays and over 10,000 square feet. Once purchased, Sjolsheth customized the shop to fit the needs of his business.

“The main part of the building has eight bays that face each other with glass doors on each side.

And then one big, long bay that’s a deep alignment rack and fits some bigger vehicles on and has a heavier hoist finish. We used to have a tire warehouse off the back of the building and decided it would be best to eliminate the number of tires we store and add some bays. So, we added two bays,” says Hoffman.

Organized At each bay, technicians are supplied with the tools necessary for completing their repair jobs.

“The technicians have computers on their boxes, so they have access to all the information they need right at their boxes. The shop is pretty spacious and we have ample equipment. They’ve got AC machines where they need to be and oil guns right by their box,” says Hoffman.

Optimized Sjolseth and Hoffman train with Shop Fix Academy. Two things they’ve picked up that are a staple inside the shop are a colorcoded clipboard system and a magnetic board, each designed to help people within the shop self-govern their repair processes.

“The color-coded clipboards help keep track of cars and what they’re there for,” says Hoffman.

The magnetic board is set up similar to a kanban board (think: backlog, to do, doing, done), to show where a vehicle is in the pipeline and who is responsible for its next actions.

“Every time a car switches departments or who’s working on it, there’s a magnet on a board that you move. It’s a lot easier for technicians and everybody else to just quickly grab a magnet and move it. And so essentially, you have a board that tells you the story of what’s going on in the shop.”

Hoffman says while the system has caught on and made the shop more efficient and productive, it wasn’t popular initially.

“We fought that process, myself included, for quite some time. It taught us a lesson that if your people don’t believe in it, myself included, it won’t take. You have to get everybody involved,” says Hoffman, concluding that the magnet system does indeed work.

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Columns

STRAIGHT TALK Joe Marconi

F E AT U R E / C A S E S T U DY

SIMPLIFYING SOCIAL MEDIA

REFLECTING ON 10 YEARS OF RATCHET+WRENCH everchanging Engaging industry with customers

Tewksbury, Massachusetts, shop isn’t ing it, your customers are, which is a valid over-produced with fancy filters or efreason for giving it another go. While shop primarily on the technical side an auto owners may argue that they don’t have the fects. It’s actually very simple.

Theofvideo repair shop.

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Thatthe is, ball untiljoint 10 years media, you’remore of a vehicle and revealing losing outfour on adecades way to reach than of exwith the caption, “That’s an was uglyfounded. feeling It your customer base. And, social ago when Ratchet+Wrench perience in therunning automotive repairdoesn’t industry.

Hetoisbe the when you turn focus your steering wheel and media accounts have as former overlaunched a fresh on business challenges, of Osceola Garage you may think—just lookinat your tires and don’tsharing turn.” the success stories of whelming asowner strategies, Place, N.Y., an a business According to the 2022 Ratchet+Wrench the reach JimBaldwin Boudreau got with eightauto shop owners—a publication dedicated development coach for Elite Industry Survey, 20 percent, or one-fifth, of second video.

Worldwide, and co-founder of toshop theowners business side ofsocial the independent do not have media acautoshopowner.com. automotive repair shops. counts. Additionally, 23 percent of survey The Backstory When R+W began, we were respondents reported not marketing at all.still Jim Boudreau started Reach him atfi xing vehicles in But, as we see from in Boudreau’s example,recession social the ‘60s andj.marconi@eliteworldwide.com built his own shop, Bourecovering the great media clearly works. Even if you aren’t usdreau’s Automotive Service Center, from

online doesn’treading havemonthly to be As a young technician, trade publications became a ritual for me time consuming

back in the 1970s. I remember flipping Y TESS OWINGS throughB my first trade magazine, captivated by the articles, tips, and images. I read that magazine from cover to cover. In fact, I read Eight seconds. it a few times. Today, over 40 years later, this monthlyThat’s routine andvideo I am on sureBouI thecontinues, length of the share this ritual with fellow shop owners. dreau’s Automotive Service Center’s InWhile mostpage tradethat magazines included stagram earned 12,289 likes and 66 comments.

August 10,was 2021, business-related content,The their focus Instagram post from Jim Boudreau’s

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MICHAEL HOEWELER

A decade later, R+W continues to help shops in an

of 2008/2009, the most challenging economic time since the Great Depression of the 1930s. Tesla was coming of age and showing the world that the electric vehicle was not just a fad but a viable means of transportation that appears destined to become mainstream. More shop owners considered multiple locations, showing a growth in their mindset. And, of course, the technician shortage intensified to a point where continuous recruiting and apprenticeship programs are now standard strategies for nearly every auto repair shop in the nation.

More recently, COVID has affected our lives like nothing before it. The lessons learned from the pandemic will undoubtedly influence shop owners in their future decision-making process.

I, like so many others at R+W, felt an obligation to bring hope, solutions, and different strategies during a time when the uncertainties of our future overwhelmed us. Today, most auto repair shops are experiencing a surge in business, with a bright future ahead. I believe the sharing

of ideas, struggles, and successes within the pages of R+W played a part in this.

Another noteworthy thing within the past decade is the progress of the typical auto repair shop. Shop owners placed a stronger emphasis on business and management, combining the right balance between technological advancements and the complexities of running a modern-day business. R+W has become a resource for real-world, relevant information that has helped shop owners run their companies. It has also helped to bring us closer together.

We realized we weren’t alone in the challenges of running an auto repair shop.

We learned the names of our fellow shop owners across the country through feature articles, met them at industry events and on social media, and became friends.

Today, more shop owners than ever are looking to further advance their businesses. They have signed up with coaching companies, attended trade shows, brought their employees to training events, and listened to podcasts like Carm Capriotto’s Remarkable Results Radio.

In 2015, Carm pioneered the podcast concept for the automotive aftermarket in much the same way R+W had, by featuring industry people in an engaging, entertaining, informative—and sometimes controversial—format. This craving for information tells me that the automotive aftermarket is stronger than ever.

As R+W celebrates its 10th anniversary, it’s still very young compared to the automotive industry. I have no doubt that R+W will feature content that continues to raise the bar and helps our industry grow and thrive. Taking no credit away from Ratchet+Wrench, I believe its achievement, in part, is because of the incredible shop owners it features each month. Shop owners are among the hardest-working people on the planet. They have repeatedly demonstrated that, as a group, no other industry can match their stories, successes, and their willingness to tackle tough problems and help each other across the finish line. Let’s take this time to celebrate our past accomplishments and look with great anticipation to our future triumphs.

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Welcome to the 10th anniversary issue of Ratchet+Wrench.

As per the magazine’s tagline, its goal has and remains to be a platform for shop owners to inspire, encourage, and educate one another to be the best they can for their teams, their customers, and the industry. It’s a commitment that’s made Ratchet+Wrench a relied-upon resource for the past 10 years and will ensure this publication’s continued success.

If you received the first issue of Ratchet+Wrench in July 2012, you’ll recognize some of the names and faces within this special feature section. Each of these shop owners agreed to share the lessons, inspirations, and insights they’ve gained and gleaned over the past decade to show what you’ve come to know—it’s not a one-size-fits-all industry. Each shop owner dials into an aspect of shop ownership that aligns with their passion, be it growth, sustainability, customer service, or self-awareness. Prepare to be inspired..

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TOOLBOX

MAKE M O N E Y. WO R K SMARTER.

How to Get Authentic Employee Feedback Helping your team to open up to you when you’re the boss

BY NOLAN O’HARA

GETTY

Do you ever put things off thinking you

will have time to get to them later?

Deanna Baumgartner, the founder and owner of Employers Advantage—a company that provides outsourced human resources ser vices to small businesses—says this is a common theme with her clients, some of which include automotive shops.

“They’ve all said the same thing: ‘Oh, I really need this, but I’m so busy. I can’t focus on it.’”

Shops are often striving for employee feedback to no avail. It’s one of many reasons a business might consult with an HR company like Employers Advantage.

But amid the busy life of running a shop, that consultation doesn’t turn into

a partnership and, when the end of the year feedback survey comes around, the “What can we do better?” section is often left blank. Issues go unaddressed. Great ideas hiding just around the corner never see the light of day.

There’s no question it can be difficult to gather employee feedback, and it certainly requires being intentional.

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Baumgartner says there are several things you can do to generate feedback from your employees and not be left with blank boxes on your next annual survey.

BUILD A CULTURE It all starts with creating an environment that’s open and receptive to feedback.

A successful business comes from a successful culture—one where employees know they can address issues and provide feedback they know will be taken into consideration.

“It’s going to be something that’s built up over time … It’s really up to the shop owner, the manager, the leader— whoever is the one managing this information—to be open and receptive to that information and not reactive,” Baumgartner says.

Nina Ross, a business operations expert and founder of Nina Ross Solutions, agrees. She says a strong leader establishes a strong culture, which in return, establishes a strong company.

“The company has to have some sort of mission and core values,” she says.

“That usually guides everything that the company does.”

The culture needs to be established with a clear and laid-out vision. Shop owners need to be ready and willing to take charge of situations. Employees’ issues need to be addressed. Their ideas need to be taken seriously.

Without a strong leader and a strong vision that creates a strong culture, there’s no way the employees will feel their ideas are valued.

Ross also says it’s important for an owner or manager to be present. If there’s an issue, the owner shouldn’t need to wait until the end of the year survey to know about it.

“Have regular meetings with your employees to just try and gauge how they’re feeling, what they’re doing,” Ross says. “If there’s any feedback at all that they want to talk about, it could be as simple as you’re in a meeting and say, ‘Anybody got any feedback?’”

TIPS AND TRICKS Baumgartner recently had her team provide feedback, but she did things a little bit differently.

Rather than a traditional employee survey, she had a sheet with just three words: start, stop, and continue.

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company decides to pursue, they should be rewarded.

That could come in the form of a gift card or debit card with the company’s logo and the employee’s name on it, or something else—just a way to show the employee their work is appreciated, and they offered an idea or solution that propelled the company forward.

“AS A SHOP OWNER, GET OUT THERE. GET UNDER THE CAR WITH THEM. SEE WHAT’S GOING ON. YOU DON’T HAVE TO SPEND A LOT OF TIME DOING THAT.” NINA ROSS FOUNDER NINA ROSS SOLUTIONS

Baumgartner says it’s an easier way to see what her employees think they should start doing, something they’re currently doing that isn’t working and they should stop doing, and something they’re currently doing well that they should continue.

“It’s an easy way for employees to be able to relate to what’s being asked, but it’s also an easy way for the shop owner to see what’s working and what’s not,” she says.

Baumgartner did those sur veys anonymously—a tactic Ross believes is a good way to get more honest feedback.

When employees’ names are attached, they might not be as willing to tell their boss what they think isn’t working at the company, which is something most owners are hoping to learn through the employee feedback process.

Ross is also a believer in spot bonuses.

If an employee offers a great idea that the

AFTER FEEDBACK After Baumgartner read through her staff ’s start, stop, and continue surveys, she shared the results with them at their next weekly team meeting.

They went over all the “start” suggestions, and Baumgartner had everyone write down what was most important to them.

“I let them know, ‘I guarantee that I will look at all of this, but I cannot guarantee that all of this will be done,’” she says.

Baumgartner says it’s important to make sure employees know their ideas are thoughtfully considered, that they know as their boss you’re open to change, but at the end of the day, not every suggestion, not every idea, is viable.

Baumgartner noted the importance of following up on the ideas that were presented. If it’s something that can’t be done now but is potentially something to be considered in the future, it’s key to communicate that.

“Even if it’s just that. Even if you find that this is just stuff that I can’t do anything with, or something came up and it stops you from being able to continue on with the process of assessing the feedback, you just have to tell them,” she says, “and that’s just going to continue to build trust for them to be able to provide feedback on an ongoing basis.”

It a l l comes back to reg u la r communication with your employees.

Whether that’s in team meetings, oneon-one meetings, or just keeping your office door or lines of communication open. Being available to your employees and a resource for them to come to will help create a dialogue that will provide a venue to spark future feedback.

“As a shop owner, get out there. Get under the car with them. See what’s going on. You don’t have to spend a lot of time doing that,” Ross says. “You’d be surprised; [a] little investment in that area will go a long way, but you must be consistent with it.”

F E AT U R E / C A S E S T U DY

SIMPLIFYING SOCIAL MEDIA Engaging with customers online doesn’t have to be time consuming

That’s the length of the video on Boudreau’s Automotive Service Center’s Instagram page that earned 12,289 likes and 66 comments. The August 10, 2021, Instagram post from Jim Boudreau’s

Tewksbury, Massachusetts, shop isn’t over-produced with fancy f ilters or effects. It’s actually very simple. The video shows a technician taking the tire off of a vehicle and revealing the ball joint with the caption, “That’s an ugly feeling when you turn your steering

GETTY

BY TESS OWINGS

Eight seconds.

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wheel and your tires don’t turn.”

According to the 2022 Ratchet+Wrench Industry Survey, 20 percent, or one-fifth, of shop owners do not have social media accounts. Additionally, 23 percent of survey respondents reported not marketing at all.

But, as we see in Boudreau’s example, social media clearly works. Even if you aren’t using it, your customers are, which is a valid reason for giving it another go. While shop owners may argue that they don’t have the time, if you’re not making the most of social media, you’re losing out on a way to reach your customer base. And, running social media accounts doesn’t have to be as overwhelming as you may think—just look at the reach Jim Boudreau got with an eight-second video.

THE BACKSTORY Jim Boudreau started fixing vehicles in the ‘60s and built his own shop, Boudreau’s Automotive Service Center, from the ground up in 1980. The $1 million per year shop sees between 60 and 90 vehicles per week. Boudreau, who drag races in his spare time, originally got on Facebook to connect with his drag racing friends roughly six years ago. Boudreau, who laughs and says he’s a part of an older generation, was not an early adopter of social media, but he didn’t let that intimidate him. He got on social media, figured out how to create a Facebook ad, and started targeting customers within a five-mile radius of his shop. Soon after, he got his business on Instagram.

THE PROBLEM Boudreau says he’s been lucky and has figured out what type of posts work on both Instagram and Facebook. For example, videos of the shop floor frequent his Instagram page and Facebook has links to blogs about car maintenance or traveling tips. As soon as he joined social media, he saw engagement, so that’s never been a problem for him. But, it’s all about trial and error. Experiment with different types of posts to see what gets the most engagement from your particular customer base.

The one minor issue he ran into was time. Many shop owners don’t make the most of their social media.

THE SOLUTION Boudreau’s solution was simple—have someone else do it.

Autoshop Solutions was already 3 6 / T E N Y E A R S O F R + W / 07. 2 2

managing Jim Boudreau’s Automotive Service Center’s website and Google listing, so Boudreau paid the company a little extra to help manage the social media accounts. Boudreau sends in content, such as videos, and the software company helps post and create rotating ads for him. Now, he doesn’t have to worry about staying on top of Facebook ad bills, which he says were a hassle to keep up with.

“Autoshop Solutions has done it for a year and a half; it’s easier,” Boudreau says. “They don’t charge much to do it or more than what Facebook charges.”

THE AFTERMATH W hen this stor y was reported in May, Boudreau’s Automotive had 125 followers on Facebook and 2,804 on Instagram. Boudreau says customers will often comment on his posts, so he knows he’s reaching his target audience.

THE TAKEAWAY “It’s a new way to get out there. I think you have to do it,” Boudreau says of being on social media platforms.

For a small fee, he’s been able to gain likes and followers and draw in customers through ads by having his software company head up the task.

“I didn’t mind paying someone if they knew how to do it right,” Boudreau says.

A nd creating content is easy.

Boudreau estimates it takes 45 minutes each week to gather the content and come up with some of his own organic posts.

“It doesn’t take much to do it if you have a good camera on your phone,” Boudreau says.

vs.

A breakdown of what content you should post to which platform Posting the same post to Instagram as you are to Facebook? This isn’t the best strategy. A 2019 article by Sprout Social breaks down the two leading social media platforms and shares tips for what to post to each.

Facebook: More informative. For example, you can use this platform to post your company’s hours of operation and contact information, just as Boudreau’s Automotive Service Center does.

Text is most successful on Facebook. Boudreau’s Automotive has posts reminding readers to come in for routine maintenance for their vehicles.

Facebook is the platform to use if you want to make an announcement, such as a closure for a holiday, since it’s more text-based.

Share curated content. Boudreau’s Automotive recently shared the blog “How to Get Over the Fear of Driving in 6 Key Steps.”

Instagram: Instagram is all about visuals, so behindthe-scenes photos and videos (such as the one described in the introduction) are the way to go on this platform.

If your company hosts a vehicle give-away or a Christmas party, posting images to your Instagram feed helps potential customers engage with your company and feel more connected.

According to Instagram, more than 500 million users publish and watch stories. With this large audience, adding a story, which is a way to share videos and photos that disappear after a day, is a great way to engage your customer base.

Reels, which allow users to put text, stickers, and filters onto their photos and videos, are a unique way to connect with a younger demographic. Another bonus? If your shop is selling something, you can link to products. So, if you’ve added retail to your shop, Instagram can be a great way to promote it.

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For more information on resources for your business, visit 07. 2 2 / T E N Y E A R S americanexpress.com/business-solutions 07. 2 2

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From Turning Wrenches to Turning Pages How reading together as a shop helps develop leaders from within

BY NOLAN O’HARA

GETTY

Aaron Woods started X-Tra Mile Auto Care at the end of 2018, taking aim at

something he believes is lacking in the automotive industry.

Woods says a lot of shop owners focus on problems: parts are increasingly difficult to come by, inflation is on the rise, and there’s a lasting technician shortage.

But Woods never wanted that to be his focus at X-Tra Mile Auto Care.

His saying?

“We’re not here to hire people, we’re here to develop leaders.”

“Because this industry, I feel like, has been a bit behind the times … So many mechanic shops are viewed as dirty and dingy and ripoffs, and things like that,” he says. “And so, we need to install good leadership into this industry, and I think we as shop owners owe it to our people to develop them as leaders.”

W hile problems like technician shortages persist, there’s often a lack of avenues in which to grow leaders—a much-less discussed issue. But how does a shop develop leaders?

Mike Davidson, owner of Parkway Automotive, would say that starts with building a team of readers. “Leaders are readers” is his saying, and his heart within the automotive industry has been to develop leaders. He’s a member of the John Maxwell team, where he teaches 15week courses focusing on personal growth and development and providing a growth environment for all levels of experience within the automotive industry.

But within the context of a shop, how does one build a team of readers in order to build a team of leaders? Davidson and Woods have both keyed in on this as their focus within their respective shops, and while it may seem daunting at first, they believe it might be a easier than you’d think.

where he and his staff read books centered on leadership. They take each book a chapter at a time, and then discuss it in a group setting.

Woods got the idea for a book club after he had done one previously with a shop owners’ group he was a part of, and he felt that experience was beneficial to him. Woods decided to take the leap and start a book club at his shop as well.

For other shops looking to start a book club of their own, he recommends broaching the idea to your shop’s leadership team, if it has one, to gauge interest in the idea.

Similarly, Davidson says building a team of readers starts with the shop owner or leader of the organization. He says people will be what they see, so if they see a dedicated owner who reads regularly to develop themselves as a leader, that will rub off on employees.

“Personal growth happens as a result of the books you read and the people you’re hanging around,” Davidson says.

IT STARTS AT THE TOP Woods runs a weekly company book club,

CREATE A GROWTH ENVIRONMENT Much of Davidson’s focus is placed

on creating a growth environment at Parkway Automotive. It’s something that’s increasingly important for him because after his 35-plus years in the industry—25 as a shop owner—he’s developed a succession plan in which one of his employees will become a co-owner of the company over the next several years.

Davidson believes that creating a growth environment relates to the company’s culture and what it’s trying to be. Owners need to establish a culture which values and nurtures personal growth in its employees—something that should be intertwined in everything that company does, creating an environment that values and encourages building a team of readers, and leaders.

“People in the organization need to understand the value of reading, and people do what they value,” Davidson says. “And so how do we create the value of personal growth within the organization?”

Creating that value of personal growth again goes back to the shop owner or leader of the organization. If the leader values personal 07. 2 2 / T E N Y E A R S O F R + W / 3 8

T O O L B OX / E D U C AT I O N +T R A I N I N G

growth, employees will follow. When that value is established within the company, it’ll be a part of everything that the company does.

Or as Woods says, “If you grow as a person individually, you grow as a professional as well.”

PEOPLE WANT TO LEARN As Woods spent time within his shop owners’ group reading, studying, and focusing on personal growth, he quickly realized it was of benefit to him, and he felt like it was their job as leaders to grow leaders. So, he took that idea and ran with it.

Woods went to his staff at X-Tra Mile Auto Care and asked if they’d be

interested in doing a shop-wide book club.

The most common response? A resounding “absolutely.”

Woods didn’t need to shove the book club down his staff ’s throats—they all wanted to learn. Since it’s started, Woods has seen great participation, which has led to great discussions each week—and even more. It hasn’t just been a way to push his employees toward growth, it’s rubbed off into their work.

“I really [feel] like it’s helped us grow as a shop. It’s internal growth—we’re not there to talk shop—we’re here to grow internally with our leadership,” Woods says, “but that has spilled over into the shop.”

That’s come in the form of addressing even simple day-to-day issues within

the shop—with the very things they’ve learned in their book club.

It’s been a similar experience for Davidson at Parkway Automotive. He’s found that building a team of leaders has directly correlated to problem-solving. As more and more employees develop into leaders and continue working on personal growth and development, the better the company is for it.

“Every company wants to grow. I don’t know of a company out there that says, ‘Hey, I don’t want to grow.’ Right?” Davidson says. “Everybody wants to grow. Growth only occurs through the people that work there. It doesn’t happen organically a nd every company is only as strong as its weakest.”

ALWAYS QUALITY Mitsubishi Genuine & Advantage Select Parts Mitsubishi offers both Genuine and Advantage Select Parts to keep your customers’ vehicles operating at peak performance. The Advantage Select Parts Program offers high-quality, costeffective replacement parts that are engineered to factory specifications and validated by Mitsubishi to deliver a precise fit and optimum performance.

Contact your local dealer to place your Genuine or Advantage Select parts order today.

2022 MITSUBISHI MOTORS NORTH AMERICA, INC. ALL RIGHTS RESERVED

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LEADERSHIP

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TECH TOOLS — 2022 —

20 RATCHET +WRENCH 22 THE

INDUSTRY SURVEY REPORT IS HERE

Get key insights including shop owner demographics, shop revenue, what technology shops are investing in, and how they're marketing their businesses.

Learn more and get the report today ratchetandwrench.com/industrysurvey

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PROMOTION

SPECIAL PRODUCTS, OFFERS AND EVENTS FOR RATCHET+WRENCH READERS

PARTNERS FOR YOUR SUCCESS

Taking customer experience to the next level

Advance Professional has partnered with Tekmetric and Steer

by Mechanic Advisor on a joint mission to help shops take their business and customer experience to the next level.

Tekmetric is a cloud-based shop management system built by shop owners for shop owners that delivers an all-inone solution and modern way to manage your shop. Steer by Mechanic Advisor is an automated retention marketing and communication platform that combines text, email, appointment scheduling and more to help repair shops acquire new customers and keep existing customers returning on time for necessary repairs and services.

Tekmetric and Steer by Mechanic Advisor complete Advance’s professional technology portfolio, joining awardwinning training from Carquest Technical Institute and Worldpac Training Institute, MotoLogic Repair & Diagnostics, MotoVisuals Service Animations, and MotoWeb Website Services.

To find out more, visit my.advancepro.com

THE AUTEL MAXIIM KM100 PACKAGE COMPRISES THE KM100 KEY GENERATING AND IMMOBILIZER PROGRAMMING TABLET AND TWO IKEYS

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The IKEY is Autel's new programmable universal Smart Key

The sleek, 5.5-inch Wi-Fi touchscreen tablet can program the IKEY to replace the Smart Keys for more than 700 vehicles, including those made by Hyundai, Nissan, Chrysler, General Motors, and select BMW, Audi, and Volkswagens. Authorized technicians can use the KM100 to program the key in about a minute and, via the included Bluetooth vehicle communication interface (VCI), learns the key to the vehicle. The KM100 kit consists of two IKEYs. The IKEY is available in more than 30 designs. It comes with two to seven-button configurations that support different vehicle functions, such as trunk release, remote start, panic, air suspension, and convertible top. OElike styles are offered in the IKEY's Premium and Razor lines.

In addition to Key Generation with the IKEY, the KM100 can read/ write and clone transponders, supports immobilizer learning via OBD for 90 percent of vehicle brands, detect and read frequency, and supports Key Learning for 36 vehicle brands and Transponder

editing for 20 supported protocols. ID63/ID83 conversion is also supported. Advanced immobilizer functions include read/display of IMMO system information such as ECU, VIN, and Pin code. Special functions include Ignition Coil detection and key unlock (including the Toyota Smart unlocking function). The tablet's VINScan feature enables rapid vehicle identification.

The tablet features a Rocketchip PX30 quad-core processor, 2G RAM, 64 GB storage memory, offers eight to 10 hours of continuous use on a single charge, an 8 MP camera, and runs on Android 9.

Software is free for the life of the tool and is available via Wi-Fi.

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PROMOTION

THE NEW BENDPAK MDS-6EXT MID-RISE SCISSOR LIFT

Makes servicing electric vehicles easier

The BendPak MDS-6EXT mid-rise scissor lift is well-suited for electric vehicle (EV) service. With a rated load capacity of 6,000 pounds, it features far-reaching lift platforms to better accommodate EV lifting points that are often on the extreme edges of the vehicle frame.

For maximum versatility, two models are available that allow the lift to be either mounted on the surface or recessed in the floor (sub-surface installation). Because the lifting platforms are independent and not joined with steel bolster beams, they also can be installed effectively as a pit solution, with a platform on either side of the pit, allowing quick-lube facilities to broaden their range of services.

The MDS-6EXT features a powerful four-cylinder hydraulic design that provides precise, equalized lifting and delivers rapid rise and descent speeds: from its lowered height to a full rise of over 36 inches in just under 45 seconds. Its open-center design allows unimpeded undercarriage access making it a versatile lift for a wide range of service and maintenance tasks. An easy-

to-use console features highly visible, ergonomic push-button controls, while configurable approach ramps accommodate lowslung vehicles and a wide variety of wheelbase configurations.

The MDS-6EXT has three locking positions to offer a choice of height options depending on the job. The vehicle can be lifted a few inches for brake service or to full height for underbody work. When it’s time to lower the lift, the MDS-6EXT features an air lock release that instantly disengage the locks upon descent.

An 8-piece set of solid rubber lift blocks comes standard Call (800) 253-2363 or visit bendpak.com/car-lifts/mid-rise-scissor-lifts/mds-6ext/

POWER UP CUSTOMER SERVICE WITH OE OR BETTER AMPS... GUARANTEED!

Duralast Starting and Charging

Duralast began in 1986 and has grown to be one of the leading brands in the aftermarket, known for being a reliable, profitable alternative to OE for the professional. Strict standards, testing, and quality control measures ensures all Duralast parts deliver OE quality and performance, or better - innovating to fix known OE flaws. Covering over 20 part categories with 91% avg. coverage of vehicles on the road, Duralast is the most chosen parts brand by professionals in the automotive aftermarket.* Duralast Starters and Alternators are designed for OE performance or better, 100% triple-tested, at the component, sub-assembly, and end-unit levels, ensuring OE or better amperage and torque output.

The Duralast units are remanufactured not rebuilt - all wear components are replaced with 100% new ones, as well as new sub-assemblies. The Duralast Gold are 100% new Starters and Alternators, for maximum life and performance. Select Duralast units come with a new shield that prevents oil from dripping in, to overcome the OE challenge.

All Duralast Starters and Alternators, and Duralast ProPower Batteries,

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all come with a FREE Nationwide Warranty and 5-Point Roadside Assistance, so you can install confidently. Duralast ProPower Batteries are an installer-only line of batteries, extreme tested to deliver OE or better cranking amps and reserve capacity for any power need. All Duralast Batteries are made with a unique full-framed stamped power grid, to resist shorts and improve charging- 70% better electrical flow and 66% more corrosion resistance than standard grids. New to the line – the Duralast ProPower EFB (Enhanced Flooded Battery) – is engineered with proprietary carbon additives for faster recharge and consistent power on device-hungry modern vehicles, with increased cycle life 1.5 times more than conventional batteries. Stocking and OnDemand Delivery offered for shops.

For more details on Duralast and other hard part OE alternatives visit DuralastParts.com * Source: Proprietary Consumer Study of Automotive Aftermarket Parts Conducted by The NPD Group, 2019.

PROMOTION

“LIKE NEW - ONLY BETTER”

ETE REMAN produces industry-leading remanufactured transmissions At ETE REMAN, the phrase “like new - only better” is more than a philosophy, it’s how we approach each step of our remanufacturing process. Where there’s an opportunity to improve the quality of an original part, we take it. We stand behind our products, and a transmission family that ETE REMAN is especially proud of is our 6F35 Automatic Transmission.

The Ford 6F35 is a fully automatic, electronically controlled six-speed front or all-wheel drive transaxle. The transaxle has a four-element torque converter including a converter clutch, and the 6F35 utilizes three planetary gear sets. The hydraulic system in this transmission uses seven electronically controlled solenoids for maximum efficiency.

Largely featured in Ford Escape and Fusion models, the 6F35 has roughly 2 million vehicles on the road, and continues to grow.

The 6F35 demand has doubled in the past three years, and is on pace to double again in 2022. With an average vehicle age of 6.5 years, we expect this trend to continue throughout 2024 before eventually leveling off. With stats like these, many consider the 6F35 one of the aftermarket’s most “up and coming” transmissions. Ford

Escape allocations make up roughly 80% of the demand, likely based on a higher resale value. In the past 12 months alone, ETE REMAN has seen the 6F35 move into our top five family offerings, trailing only the pickup and large SUV-based families.

ETE REMAN plans to continue to produce the best remanufactured transmissions in the industry, including growing with the market. With a stringent testing process and the industry’s best, no-hassle nationwide warranty, we ensure all your 6F35 needs (and more!) are covered.

Visit https://etereman.link/6F35 for more information

WORKING WITH GOOGLE ADS

Dial-in campaigns to consistently grow business.

PHOTOS COURTESY COMPANY

As a trusted partner in the automotive industry, Leads Near Me works closely with its clients to meet their marketing needs. While website design and SEO are their tools, Google Ads is the bread and butter of the company.

Google Ads is a powerful advertising platform that, when expertly managed, can have a substantial impact on a business's success. Google Search is the dominant force for reaching people who are actively searching for a solution to their problems.

Leads Near Me uses its extensive experience and close client communication to dial-in Google Ads campaigns that consistently grow businesses.

An Effective Website Just like there is no do-it-all marketing tactic, there are many puzzle pieces to ensuring a business is prominently featured in Google Search results. A website's organic ranking and the success of the Ads are both intimately connected by keywords.

Keywords are the search terms people use when they are actively looking to buy what you sell. By building websites and Google

Ads campaigns together, Leads Near Me seamlessly completes the puzzle for client success.

“Google Ads are the most cost-effective way for auto repair shops to reach people who are actively searching for the services they provide,” Senior Paid Search Manager Kevin Ball at Leads Near Me said. “We put years of experience building and managing Google Ads accounts into every new account we create for our new clients.”

It is not easy to create and manage a successful Google Ads campaign. Leads Near Me has the proven knowledge, skills, and expertise to be your growth partner. We've helped many businesses just like yours reach and exceed their dreams. It's your time now.

Take the first step by calling Leads Near Me at 888-953-2379 or email us at sales@leadsnearme.com

07. 2 2 / T E N Y E A R S O F R + W / 4 4

PROMOTION

NEW

OEF3 BRAKE SYSTEM COMPONENTS FOR PROFESSIONAL SERVICE CENTERS

High quality components built to last

OEF3 products are engineered to fit right the first time with design that matches or exceeds original equipment. OEF3 brake components includes pads, rotors, E-coated rotors and calipers.

OEF3 pads are engineered to match OE design in positive mold, backing plate, slotting and chamfers. Semi-metallic and ceramic formulations are engineered for an ultra-quiet, low-dust performance with exceptional stopping power and reliable performance. Our positive molding process uses 40 metric tons per cavity, per cylinder to produce a dense, long-lasting puck. High-quality chamfers improve pad seating and increase durability, while the slot design allows for heat and dust dissipation. All pads include rubber-coated shims to eliminate vibration and noise. Advanced coating on precision-cut backing plates maximizes corrosion protection.

OEF3 premium rotors and E-coated rotors are developed from OE samples and follow OE design. They are double-disc ground to provide a true non-directional finish which facilitates quick bedding of the pad to the rotor. Double-disc grinding also ensure parallelism, eliminates run out and provides consistent disc thickness variation.

CNC machining operation provides a smooth, vibration-free stop.

OEF3 E-coated rotors undergo a true electrostatic E-coat dipped application process to provide complete coverage and long-lasting corrosion protection. Premium gray E-coat finish provides a highquality appearance for open wheel designs.

OEF3 premium rotors and E-coated rotors are available for latemodel and hard-to-find applications including Domestic, Asian and European coverage.

OEF3 brake calipers feature state of the art assembly and are thoroughly tested to ensure consistent quality. Remanufactured to OE specifications, these friction-ready calipers contain the highest new part content in the industry.

OEF3 brake pads carry a 36-month / 36,000-mile warranty; OEF3 calipers and rotors carry a 24-month / 24,000-mile warranty.

All OEF3 brake components are distributed exclusively through Worldpac and Autopart International.

Learn more at www.oef3brakesolutions.com

A CLEANER, LONGER LASTING ENGINE

Fully formulated and designed to remove oil system deposits, gums, and varnish

True Brand® ENGINE CLEAN PLUS is a specially formulated powerful cleaner ideal for modern gasoline and diesel engines.

Quickly softens and dissolves oil sludge, gums, and varnish in the engine and removes contaminants, abrasive wear metals, and dirt particles to help improve oil circulation, reduce oil consumption, and extend engine life. Removes carbon deposits that clog piston rings and reduce compression.

TRUE BRAND ENGINE CLEAN PLUS is as effective as a ONE Gallon Engine Clean Service. Save Money, Save Time, and Space!

• Reduces Oil Consumption • Improves Oil Circulation.

• Removes Deposits, Gums, and Varnish.

• Removes Wear Metal and Dirt Particles.

• Removes Harmful Carbon Deposits That Clog Piston Rings and Reduce Compression.

• Extends engine life with an easy 10-15 minute process.

• Excellent Service for GDI and Diesel Engine Deposits!

4 5 / T E N Y E A R S O F R + W / 07. 2 2

Compared to a Gallon Engine Cleaning Service, True Brand Engine Clean Plus: • INCREASES PROFITS • SAVES YOU MONEY & TIME • SAVES ON SPACE (1 CASE QUART VS 3 CASES OF GALLONS) • LOWERS INVENTORY COST & REDUCES WASTE OIL • PROVIDES YOUR GUEST WITH THE HIGHEST QUALITY PRODUCT & PROFESSIONAL SERVICE Contact your True Brand Representative or Distributor to place your order and start saving today!

(877) 290-3950 or solidstart.com/products/engine/t128p/

PROMOTION

SPECIAL PRODUCTS, OFFERS AND EVENTS FOR RATCHET+WRENCH READERS

INTEGRATION EASES PARTS ORDERING

Tekmetric users can now quote and order parts through their existing AdvancePro account

Tekmetric Shop Management System and Advance Auto Parts are now offering an exclusive, direct integration with AdvancePro, allowing Tekmetric users to quote and order parts through their existing AdvancePro account rather than a third party.

Tekmetric’s intuitive platform provides an easy-to-navigate workflow for the auto repair process and analyzes data in real-time to promote growth and efficient business operations. Through the integration, Advance Auto Parts and Tekmetric provide easy access to quality products at affordable prices. Additionally, it ensures that shop owners and their teams can receive real-time updates and information on available parts and quantities from AdvancePro. Once activated, the AdvancePro integration can apply to any existing or upcoming repair orders that the shop needs to address.

The addition of the AdvancePro integration is smooth, adding the capability of integrating purchases into Tekmetric for an all-in-one experience. When purchasing parts from AdvancePro, the system automatically utilizes a shop’s existing labor guide and parts matrix. It also allows shop owners to:

1. Order and return tracking with real-time online updates 2. Utilize paperless invoices for smooth operations 3. Address all parts ordering needs from one screen AdvancePro is one of more than 30 integrations Tekmetric offers, allowing shop owners to choose their preferred solutions to fit their shop’s needs. Tekmetric’s partnership with Advance Auto Parts offers shop owners the best technology solutions to support their business growth, from achieving long-term goals to navigating the intricacies of daily operations. info.tekmetric.com/aap-integration

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Columns

THE FIXER Aaron Stokes

HOW RATCHET+WRENCH CHANGED THE GAME It’s been special watching Ratchet+Wrench grow over the past decade.

I remember getting my f irst issue in the mail. It was different; it stood out.

It had a cover with a picture of a shop owner and that had never been done.

Other magazines would have a logo of the company, and you’d open it up and there’d be some pictures, but it wouldn’t be about the owner. This magazine, as I was f lipping through it, had huge spreads and big beautiful photos. You could tell somebody invested money in the photos, and it was big deal. I could see pictures of somebody’s front counter, the equipment in their shop, the lifts they were using, etc. There were stats on their revenue, car count, and how many technicians and staff members were in the building. It was impressive—and it was all about the owner. That was special to me. It also showed how you could emulate somebody. Maybe in another magazine, I could look and say, “There’s a shop I want to be like,” but in Ratchet+Wrench, I would go, “Whoa! That’s what someone looks like who does $5 million a year. I want to be like that guy or that girl.” And because the magazine went so deep into the information on the owner, it made a difference. I’ve always loved that about Ratchet+Wrench. The cover may have a $30,000 per month shop owner on it or a $300,000 per month shop owner on it—it doesn’t matter. The little shops have as much of a chance to make the cover as the big shops, and that’s cool.

Everybody gets an opportunity to clean themselves up, wipe the grease off, and get on camera (We’re a dirty bunch, right, us shop owners?).

R+W: An Industry Disruptor It ’s inspiring how R atchet+Wrench looked at the publishing landscape and said, “There’s been one way to do this, and we’re going to f lip the script. We’re going to change it.” A lot of us with shops can relate. We go into a town, see an underserved market, and we see 4 8 / T E N Y E A R S O F R + W / 07. 2 2

the competition is not great. “I’m going to come in there and I’m going to kick some butt,” we say. And that’s what happens and it’s awesome.” But then you see someone who comes to town with the same attit ude, but doesn’t have the goods and can’t make good on their promises—they can’t pull it off.

Ratchet+Wrench rolled into town, made good on its promises, and made it happen by identifying what was missing, f illing the gaps and providing more value. It gives pictures, detailed articles, and stats. It shows what your business could look like. Ratchet+Wrench gives a lot of people hope, and if they just listen to 10 percent of it, they’ll improve.

Sharing a Common Purpose What inspired me to get involved with Ratchet+Wrench, was when I spoke at the Ratchet+Wrench Management Conference f ive years ago. Associate Editor Bryce Evans grabbed me afterward and said, “Aaron, that was an amazing job. Can you do more? Maybe you speak at the next year’s conference and write an article for us.” I said, “You got to let me share what I want to share.” He said, “No problem. Be yourself, don’t hold back.” It took off from there. I ended up helping with podcasts and coming back to speak at every conference since and to see Ratchet+Wrench grow to become a dominant player has been cool. It’s funny because when Bryce was asking me if he could write an article on me in 2015, I dodged him. I knew what I was doing was unique, and I wasn’t ready to share all of it (I was scared, to be honest). I didn’t want the limelight. I wanted to stay in the shadows. Finally, our stars aligned, we connected (I f inally got brave), and it’s been a fun ride I enjoy. I love helping shop owners by giving them free info that, if they’ll execute on it, could be lifechanging. I also love knowing I can have a significant impact on someone’s life. It’s not just about making money, it’s about helping people for me and for R+W.

Aaron Stokes grew his business, AutoFix, into a six-shop operation that is widely regarded as one of the top repair businesses in the country. He is also the founder of Shop Fix Academy. aaron@shopfixacademy.com ratchetandwrench.com/stokes

On being the cover of the August 2017 Issue It was shocking to see myself on the cover. Honestly, you don’t think it’s that big of a deal seeing somebody else since you never see yourself in a magazine. When you do you think, This is special. It was a big deal to me. It rocked me. It was pretty cool; a very special feeling.

Technical Training

Repa ir

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Whether you need help with your shop’s business, OEM service information or continuing education for your team, Advance Professional has you covered. Explore industry-leading business and technology solutions at my.advancepro.com/techsolutions.

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