From Chaos to Clarity: Todd Santos on Service Advisor Growth, TechMetric Inspections, and Building Trust at Ken's Auto Center

From Backyard Wrenches to Three Shops: Brandon Stapley on Multi Location Growth, Hiring for Attitude, and Marketing That Answers the Phone

Brandon Stapley started where a lot of real shop stories start, turning wrenches in his dad's backyard, then grinding through side work and a rough two bay setup tied to a construction yard in the Arizona heat. When that yard went away, Brandon had to make a decision. Fade out or build something real. Today Brandon runs multiple brands in Arizona, including Stapley's Garage in Mesa and Stapley Car Care in Chandler, plus a quick service concept called Oil Buddy. In this episode, Brandon breaks down what changes when you stop being a technician who owns a shop and become an operator building a team across more than one location. You will hear how his hiring philosophy evolved into hiring for personality and coachability, how he protects culture without letting the wrong people take advantage, and why most marketing problems are really operations problems in disguise. Brandon gets specific about missed call opportunity cost, call recording and scoring systems, and why tracking phones and follow up matters as much as ads if you want consistent growth. If you are trying to scale without losing standards, and you want a real look at what it takes to grow multiple locations while keeping people and processes tight, this episode is worth hearing. Links: Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/ [https://honestmechanicmarketing.com/] Stapley Car Care: https://www.stapleycarcare.com/ [https://www.stapleycarcare.com/] Stapley's Garage: https://www.stapleysgarage.com/ [https://www.stapleysgarage.com/] Oil Buddy: https://oilbuddy.net/

From Chaos to Clarity: Todd Santos on Service Advisor Growth, TechMetric Inspections, and Building Trust at Ken's Auto Center

Todd Santos did not take the typical straight line into shop leadership. He learned the trade, learned the front counter, and learned what a shop should never feel like for a customer. That mix shaped how he runs the day to day at Ken's Auto Center in San Diego, serving the Mira Mesa and Miramar area since 1999. In this episode, Todd gets specific about what changed everything for their customer experience. Hiring and developing the right service advisor, building repeatable communication habits, and using TechMetric digital vehicle inspections to create real transparency. He talks about why being "thorough" is not a buzzword, it is how you earn trust when you are recommending work. Todd also explains how he thinks about warranties and accountability, including why they stand behind work with clear terms like a 24 month, 24,000 mile warranty on common brake jobs, and why trust gets complicated the moment another shop touches the vehicle. The bigger theme is simple, set expectations early, document clearly, and never sell what is not true. If you want a practical look at improving the front counter, tightening inspection flow, and building a reputation that holds up, this conversation is worth hearing. Links: Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/ Ken's Auto Center: https://www.kensautocenter.com/

Build the Business, Keep the Craft: Julio Campos on Shop Leadership, Customer Trust, and Growing Dragonfly Automotive

Julio Campos has built Dragonfly Automotive in San Diego by obsessing over the things most shops treat as "extras." Communication that is clear. A customer experience that feels intentional. A team that is trained and developed, not just thrown into the fire. In this episode, Julio shares what has actually helped Dragonfly grow in a competitive market like San Diego. He talks about creating a premium experience without losing authenticity, how to build consistency across the shop, and why the real differentiator is not the repair itself, it is how the customer feels from the first interaction to the final handoff. You will also hear Julio's perspective on building people. How he thinks about training, mentorship, and creating a workplace where technicians and advisors can level up instead of burning out. If you want practical insight on running a sharper operation and earning loyalty in a market where customers have options, Julio's interview is worth hearing. Links: Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/ Dragonfly Automotive: https://www.dragonflyauto.com/

Specialist, Not Generalist: Alex Rodriguez on Repair, Service, and Building Euro Cars Southend

Alex Rodriguez built Euro Cars Southend around a clear promise. If you own a European vehicle and you want it serviced the right way, you should not have to settle for guesswork, vague answers, or a rushed experience. In this episode, Alex shares how he developed a specialist mindset and why focusing on European platforms changes everything. The tooling, the training, the diagnostic approach, and the standards you have to hold if you want to protect customers from expensive mistakes. He talks about what is working in his shop right now, how he keeps work flowing without sacrificing quality, and why communication is the real difference maker in a premium service environment. You will also hear Alex's perspective on customer expectations. How to educate without talking down, how to set priorities clearly, and how to build long term loyalty in a niche market where reputation travels fast. If you are building a specialty shop, or you want a better playbook for higher end customer experience and consistency, this episode is worth hearing. Links Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com [https://honestmechanicmarketing.com] Euro Cars Southend: https://eurocarssouthend.com/

Honesty You Cannot Fake: Brian Parada on Diagnostics, Warranty Level Work, and Winning in the Google Review Era

Brian Parada did not grow up thinking he would own an auto repair shop. He came in through business school, lawnmower engines, corporate tire stores, and a long stretch of learning how the industry really works when you are the one responsible for the customer and the outcome. Today Brian leads AutoTek Automotive Service and Repair in Raleigh, North Carolina, and in this conversation he gets real about the parts of shop ownership most people avoid. The diagnostic work that eats time under flat rate pay systems, the training gap that separates great techs from parts changers, and why Brian refuses to put his name and his warranty on work unless it is done the right way. You will also hear why customer happiness is not just a nice idea, it is survival. Brian talks about running a shop in the digital age, handling reviews, responding to complaints, and building a reputation where the word honesty actually shows up in what customers write. He also shares how communication and updated estimates matter when jobs change mid repair, and why transparency protects both the customer and the shop. If you want practical insight on diagnostics, training, quality control, and what it takes to earn trust at scale, this episode is worth hearing. Links: Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/ AutoTek Automotive Service and Repair: https://www.autotek.biz/