#75 No One Cares

#75 No One Cares

A solo episode this week. Gene Fetty is fresh off a 10-day vacation (Cocoa Beach plus a six-day Bahamas cruise) and unpacking two things at once: what unplugging actually taught him, and a brutal Southwest Airlines travel day that crystallized a frustration he's been sitting on for a while — the growing sense that, in a lot of places, nobody cares anymore. He brings it back home to what “caring” actually has to look like inside a business, and the episode closes with the launch of a brand new recurring segment: Tool of the Week. Taking a Real Vacation 10 days off — longer than their usual 7-day trip — split between Cocoa Beach and a 6-day Bahamas cruise MeLissa has been pushing Gene to slow down for years; this trip finally proved her point The first couple of days were less about relaxing and more about unwinding from “go mode” after working eight straight days beforehand Cruise life forced a real disconnect: bad internet, no calls, just waves and quiet — even Gene's “forever knots” loosened up Trusting Shannon to hold down the front desk and Louie and Mack to keep the shop running made it possible to actually unplug A reminder that boredom used to be thinking time — Gene's now building small unplugged moments into his mornings on purpose Father's Day & Getting Back to a Normal Schedule Happy belated Father's Day to all the dads listening Cut out early Friday, took Saturday and Sunday off — Louie and Mack stepped up so Gene didn't have to be in the shop The challenge to listeners: slow down, travel more, and build in the kind of regular breaks Gene admires in friends like Kevin Byrd The Southwest Airlines Saga A lamb roast with MeLissa's family on Saturday meant a hard flight home from the cruise on Friday Bounced between gates, denied a same-day flight change despite Southwest's own weather-rebooking policy, then held at the gate for late passengers after being told there was no time to wait for Gene's family Bags were denied boarding on an earlier flight “for not making it” — then turned up having flown on that exact flight anyway Landed hours late, with the gate agent's own colleague at baggage claim confirming: “Happens all the time.” “They Just Don't Care” Jason's (MeLissa's cousin) line that stuck with Gene: once you accept that people just don't care, it's almost easier to take Ties directly back to the insurance adjuster story from a few episodes back — a pattern of people protected from consequences who've stopped trying Gene's pushback: that attitude is exactly what Dent Repair Now refuses to allow into the shop What Caring Actually Looks Like The Great Service Guarantee: if a customer isn't 100% satisfied with the entire experience — repair, treatment, everything — they don't pay Every customer touchpoint matters: water, coffee, Wi-Fi, a clear explanation of cost and options The $200 rule: any team member can solve a customer problem on the spot, no approval needed, as long as it costs less than $200 Gene's challenge to other shop owners: what's actually in place at your business to make sure customers are taken care of? NEW SEGMENT: Tool of the Week Starting this episode, every show will spotlight a tool (or two) worth checking out. Week one is a two-for-one from Dent Reaper and Anson PDR. Compact Hub Mini Kratos Set — $259 from Dent Reaper. A smaller version of the popular Kratos Fat Tip door tool, built for tight European-style doors. Three mini Kratos tips (16" x 5/16", 12" x 1/4", 8" x 7/32") on compact hubbed rods. Gene's been running them on sharp, tight creases and says they push clean with no bend. https://dentreaper.com/products/compact-hub-mini-kratos-set?_pos=2&_sid=bfa6cde94&_ss=r Tequila Compact Handle Indexing — $199 from Anson PDR. The micro/compact hub handle built to pair with the Kratos Mini set. Gene's recommendation: grab the extension too — the added leverage saves your shoulders. https://ansonpdr.com/products/compact-handle-indexing Note: the Compact Handle only fits Anson's Compact HUB system — it will not fit micro hubs from other brands Coming Up PDR Expo 2026 — September 25–26 at The Rio, Las Vegas https://pdrexpo.com A Pittsburgh soft skills seminar, tentatively being planned for October A new beginner-focused show, the PDR Lifestyle Podcast, launching as a separate series soon 1-on-1 and 20 Group coaching available with Gene — covering repairs, business, marketing, growth, or staying small on purpose

#74 Techniques to Sell and Connect Better

Guest: Kip Brooks | Honest as Hail: Men of Metal Episode Summary Gene Fetty and Kip Brooks meet up in person — halfway between Pittsburgh and Cleveland — for a cross-promotional episode recorded in Gene's truck. Kip brings a background in neuro-linguistic programming (NLP) and soft skills sales training, and the two dig into practical techniques PDR techs can use to build rapport faster, sell with more confidence, and stop letting mindset get in the way of closing. Key Topics The 3–7 second first impression window — and why context changes the clock Neuro-linguistic programming (NLP): what it is, how it started, and how it applies to sales The 'know, like, and trust' framework — all three must be in place for a sale Zig Ziglar's moral obligation: if you believe in your product, you're obligated to sell it Belief and congruence — customers feel hesitation before they can explain it Why learning conventional repair costs (body shop pricing) makes you a better PDR salesperson Flipping the mindset switch when the phone rings mid-repair Smiling on the phone — how it changes tonality and why that matters The psychological sigh — a breathing reset before a customer interaction Finger-to-thumb breathing trick to shift from chest breathing to diaphragm breathing Matching your customer's speaking cadence to build unconscious rapport How to handle a room or a group with mixed energy types — start at the middle NLP modeling: breaking down what top performers do and replicating it Guest Links — Kip Brooks / Honest as Hail: Men of Metal Apple Podcasts: https://podcasts.apple.com/us/podcast/honest-as-hail-men-of-metal/id1884169242 Spotify: https://open.spotify.com/show/7AKTwrTTFYWYCig3DS790N?si=ZeA4yDolQXyElhh0Jo8mSA YouTube: https://youtube.com/@themenofmetal?si=ZJYQonuCL6aHcpl6 Facebook: Search Kip Brooks or Kipnosis Mentioned in This Episode Zig Ziglar — moral obligation to sell Nicholas Boothman — How to Make Someone Like You in 90 Seconds or Less Tony Robbins — introduction to NLP concepts Alex Hormozi — lack of information as the root of indecision PDR College Podcast (Keith Cosentino) Blackout Burger — where this episode was born PDR Expo 2026 The Rio, Las Vegas | September 25–26 Gene's cold glue class + The Roundtable of Knowledge. Keith Cosentino MC'ing the roundtable. pdrexpo.com Follow Dent Repair Now @dentrepairnow across all platforms. Help Gene hit 10K on Facebook!

#73 Culture and Work Ethic

Gene talks about what the culture at Dent Repair Now looks like, how they have evolved and what does work ethic mean? Is a strong work ethic actually healthy? PDR Expo is coming up in September at The RIO LAs Vegas! September 25,26 2026. See the round table and Gene’s talk on cold glue.  Also keep an eye out for the Soft Skills Seminar to be held at Dent Repair Now in late October or early November.

#72 What A Privilege

Episode 72: Gratitude, Burnout, and When the Adjuster Actually Shows Up Episode 72 of the All Access Podcast from Dent Repair Now. Gene Fetty opens with a moment of gratitude after a punishing eight-day stretch, then updates the Jake's Insurance claim story from Episode 71, goes deep on the industry-wide insurance crisis, and wraps with a conversation about old tools, new podcasts, and what's coming up for Dent Repair Now. Quote of the Week "What a privilege it is to be tired from the work you once dreamed about." Gene reflects on nearly 25 years in PDR and challenges longtime technicians to stop and look back at how far they've come — instead of always chasing what's next. Jake's Insurance Update The adjuster came out Tuesday and approved the job. He was the original virtual adjuster who had written a low estimate from photos — and immediately acknowledged the truck was far worse than the pictures showed. The only change he made was backing out a flare replacement that, on inspection, turned out to be an easy scuff repair. The rest of Gene's numbers held. Total: approximately $4,800 approved. Why In-Person Adjusters Matter The contrast between the adjuster who refused to come out (Episode 71) and the one who did tells the whole story. In person, you can physically see the damage, take your own photos, and build a human connection. Over the phone, it's easy to stonewall. Gene believes that connection — not the paperwork — is what gets fair outcomes. The Scheduling Problem Gene's week was already fully booked when both insurance approvals came through at once. That forced late nights and weekend work for the team. Unlike body shops that run a full lot of waiting cars, most PDR work isn't insurance-based — which makes scheduling around unpredictable adjuster timelines a serious operational challenge. Gene is asking: should these cars stay longer? Should rental car clocks start ticking on drop-off? No clean answer yet. Shoutouts Big thanks to Louie and Mac for stepping up during the crunch week, including Mac coming in on a Sunday instead of spending it with his girlfriend. Building an Industry Playbook Gene is exploring whether PDR shops should get more engaged with SCRS and other body shop trade organizations. He's also looking at reaching out to Collision Hub and SCRS for an educational series specifically aimed at PDR techs navigating insurance claims. The question he's sitting with: when AI is writing the denial, who's our AI on the other side? Tool Talk The $4,800 smash repair was partially saved by a tool from a former employee — a 20-year-old A1 or Inventure rod with the right kick and a blunt tip, pulled from the basement stash. Gene makes the case for keeping old tools: you never know when a weird angle or a specific radius is exactly what the job needs. He also mentions buying a new football tip from Dent Reaper (.com) and somehow spending $700 on tools in the process. New Beginner Podcast Coming soon: a 10-episode Netflix-style series aimed at people new to PDR — covering the real look of the industry, what it takes to get in, and what the lifestyle actually looks like. Will have broad appeal even for experienced techs. A cool interview is lined up for July. Watch @dentrepairnow for the announcement. Soft Skills Seminar — Pittsburgh Coming this fall (likely October or early November) at Gene's shop in Pittsburgh. Focus areas: sales, marketing, and navigating insurance — evolving as the claims landscape changes. More details to follow. PDR Expo 2026 Sept 25–26 at The Rio, Las Vegas. Gene is doing a roundtable and a two-hour cold glue session Saturday morning — classroom theory in the first half, live hands-on repairs on a real car in the second half. pdrexpo.com Facebook Milestone Dent Repair Now is close to 5,000 followers on Facebook. Share the page, tell your friends, help push them over the line. Community Questions How are you scheduling insurance cars when approvals are delayed by a week or more? What's your go-to move when a virtual adjuster stonewalls you? Should PDR shops be more engaged with SCRS and body shop trade orgs? What's the old tool you can't bring yourself to throw away — and has it saved you? What resources are you using to build your insurance claims playbook? Links & Resources PDR Expo 2026 — Sept 25–26, The Rio, Las Vegas Dent Reaper Tools: dentreaper.com Follow: @dentrepairnow on YouTube, Instagram, Facebook, TikTok

#71 Insurance Repair Talk

Episode 71: Insurance Talk — When the Adjuster Won't Show Up Episode 71 of the All Access Podcast from Dent Repair Now. Gene Petty walks through a live insurance claim battle on a deer-hit truck — from a lowball photo estimate and an adjuster who refused to show up, to a speakerphone call that cracked the case open. He also covers Erie Insurance's move to pull all field adjusters off the road, and opens the floor to the PDR community to share what they're experiencing.  The Claim  A truck came in with significant damage — roughly 30" on the rear door, plus hits in front of the wheel well and on the bedside. Shannon wrote it at $4,800. The customer filed a claim with their insurer (referred to as 'Jake's Insurance'), who ran a photo estimate and came back at ~$3,000.  The Adjuster Standoff  When Gene filed for a supplement, the assigned adjuster (Bob) called before the shop opened and refused to come out — stating Gene wasn't a body shop and the claim had been written for conventional repair. This was Gene's first time in 18 years of doing PDR insurance claims having an adjuster flatly refuse a visit.  The Speakerphone Moment  Gene called in a favor from his body shop partner (Joey), who swung by, agreed the door needed a full skin, and texted the original adjuster (Jim) directly. During the call, Jim didn't know he was on speakerphone — and said Gene was 'out of his mind' before realizing Gene was standing right there. The conversation shifted immediately, and Jim agreed to come out Tuesday.  The Bigger Problem  Insurance companies are now routing photo claims to local adjusters to write virtually rather than visit in person. Gene believes this is intentional — a built-in strategy to low-estimate claims knowing a large percentage won't get repaired.  Erie Insurance Going Virtual  Gene shares that Erie Insurance — one of the best insurers to work with in the Northeast — is pulling all in-person automotive adjusters from the field before year end. He considers this a major setback for PDR collision work.  Kristin Feller / Collision Hub  Kristin gave a talk on claims handling at a recent event (Montreal) and Gene recommends it highly. Key takeaway: adjusters are increasingly scripted and AI-driven, and repairers need specific language strategies to get around dead ends like 'we don't pay for that.'  PDR Expo 2026  Sept 25–26 at The Rio, Las Vegas. Gene is presenting on cold glue — theory in the morning, live hands-on repair in the afternoon with participants doing actual repairs on a live car. pdrexpo.com  Join the Conversation  *  What insurance issues are you running into on the collision/smash side? *  How are hail delays different this year versus previous seasons? *  What's your take on the industry-wide shift to virtual estimating? *  Where should the PDR community be having this conversation? *  How do you schedule multi-day repairs around unpredictable adjuster timelines? Links & Resources  PDR Expo 2026 — Sept 25–26, The Rio, Las Vegas [https://www.pdrexpo.com] Follow: @dentrepairnow on YouTube, Instagram, Facebook, TikTok