Why DVI's Might Be Your Most Important Tool | Ep 11

Why Great Service Advisors Are Made, Not Born | Ep 16

Thanks for listening to Shop Talk Her Way! We believe that to make it in this industry, no matter your role or experience, you need training! That's why we recommend the WorldPac Training Institute. Training for any experience level in person and online. Learn more HERE [https://www.wtitraining.com/] If today's episode raised some questions and how you're running your shop and you want to connect with me for more info - email me at jeanann@autofixsos.com [jeanann@autofixsos.com], OR better yet - book a FREE discovery coaching call here - https://bit.ly/BookaCallwithJeanAnnatAutoFix [https://bit.ly/BookaCallwithJeanAnnatAutoFix] In this episode, JeanAnn SaintGrace talks about the balance between the art and science of being a great service advisor. She breaks down why understanding both the technical side of the job and the customer’s emotions matters, especially when people are stressed and facing big repair decisions. Whether you're an owner, advisor, or technician, JeanAnn shares practical advice on building a strong shop culture, training and supporting your advisors, and getting better at handling those tough conversations at the counter. Timestamps: 00:00 Role of Service Advisors in Shops 03:10 Handling customer crises with empathy 08:30 Pressure on automotive service advisors 09:47 Life as an auto shop advisor 14:54 Handling Client Complaints in Auto Repair 18:54 Handling customer inquiries calmly 20:29 The art of effective conversation 25:47 Handling customer cost objections 29:26 Building a supportive team environment 31:00 Integrating new team members 34:45 Importance of Advisor Role

Repair Shop Owners NEED to Network! | Ep 15

Thanks for listening to Shop Talk Her Way! We believe that to make it in this industry, no matter your role or experience, you need training! That's why we recommend the WorldPac Training Institute. Training for any experience level in person and online. Learn more HERE [https://www.wtitraining.com/] If today's episode raised some questions and how you're running your shop and you want to connect with me for more info - email me at jeanann@autofixsos.com [jeanann@autofixsos.com], OR better yet - book a FREE discovery coaching call here - https://bit.ly/BookaCallwithJeanAnnatAutoFix [https://bit.ly/BookaCallwithJeanAnnatAutoFix] In this episode, JeanAnn SaintGrace talks about why building community matters, both in your shop and with other shop owners. She shares how giving your team chances to connect outside of work can boost morale and strengthen the culture, and why investing in events or masterminds is worth it. JeanAnn also talks about the importance of having your own circle of peers and advisors, because running a business is a whole lot easier when you’re not carrying it all alone. Timestamps: 00:00 The weight of leadership burdens 05:31 Creating a supportive team environment 08:04 Building team culture through outings 11:58 Building respect through team interaction 16:42 Joining a peer group 19:48 Investing in coaching and balance 24:25 WorldPAC mastermind groups overview 26:01 Outgrowing business mastermind groups 32:14 Building and leading community 34:59 Finding community and support

How to Build Customer Trust through a Maintenance Mindset | Ep 14

Thanks for listening to Shop Talk Her Way! We believe that to make it in this industry, no matter your role or experience, you need training! That's why we recommend the WorldPac Training Institute. Training for any experience level in person and online. Learn more HERE [https://www.wtitraining.com/] If today's episode raised some questions and how you're running your shop and you want to connect with me for more info - email me at jeanann@autofixsos.com [jeanann@autofixsos.com], OR better yet - book a FREE discovery coaching call here - https://bit.ly/BookaCallwithJeanAnnatAutoFix [https://bit.ly/BookaCallwithJeanAnnatAutoFix] In this episode, JeanAnn SaintGrace dives into the concept of building a maintenance mindset in your shop, sharing her real-world experience with customer education and proactive service. She lays out practical steps for integrating maintenance planning into your DVI process, emphasizing the power of training your team to recommend the right services at the right time. Timestamps: 00:00 Car maintenance scheduling tips 04:05 Setting up a maintenance schedule 09:18 Discussing DVI process with customers 13:14 Explaining cooling system services 14:19 Importance of early transmission service 17:32 Customer-focused maintenance planning 22:28 Building customer trust through advice

The Lie That’s Holding Your Shop Back (And How to Break It) | Ep 13

Thanks for listening to Shop Talk Her Way! We believe that to make it in this industry, no matter your role or experience, you need training! That's why we recommend the WorldPac Training Institute. Training for any experience level in person and online. Learn more HERE [https://www.wtitraining.com/] If today's episode raised some questions and how you're running your shop and you want to connect with me for more info - email me at jeanann@autofixsos.com [jeanann@autofixsos.com], OR better yet - book a FREE discovery coaching call here - https://bit.ly/BookaCallwithJeanAnnatAutoFix [https://bit.ly/BookaCallwithJeanAnnatAutoFix] In this episode, JeanAnn SaintGrace dives into the power of mindset and how limiting beliefs can hold shop owners and their teams back from reaching their full potential. She challenges listeners to examine their own “I cant's” and turn them into “I cans,” emphasizing the importance of open conversations, collaboration, and vulnerability in both leadership and daily shop operations. Timestamps: 00:00 Overcoming limiting business beliefs 05:04 Embracing collaboration over competition 09:07 Earning with integrity and authenticity 13:46 Rebuilding trust in customer relations 15:14 Encouraging transparency in hiring process 20:28 Understanding the profit model 23:43 Overcoming productivity challenges 27:01 Motivating the team after setbacks 29:47 Thanking Worldpac sponsorship 36:00 Supporting mental health in automotive industry 37:54 Introducing Profits on Target program

Why Every Shop Needs a Training Plan (And How to Build One) | Ep 12

Thanks for listening to Shop Talk Her Way! We believe that to make it in this industry, no matter your role or experience, you need training! That's why we recommend the WorldPac Training Institute. Training for any experience level in person and online. Learn more HERE [https://www.wtitraining.com/] If today's episode raised some questions and how you're running your shop and you want to connect with me for more info - email me at jeanann@autofixsos.com [jeanann@autofixsos.com], OR better yet - book a FREE discovery coaching call here - https://bit.ly/BookaCallwithJeanAnnatAutoFix [https://bit.ly/BookaCallwithJeanAnnatAutoFix] In this episode, JeanAnn SaintGrace breaks down why ongoing training matters for everyone in the shop, from the owner all the way to the newest apprentice. She talks about how giving your team a clear path to grow, and tying things like ASE certifications to raises and recognition, can seriously boost motivation. JeanAnn also shares some practical ways to make training actually stick, like tool cart rewards and building it right into job expectations. Timestamps: 00:00 Training new team members 03:23 Finding the right training resources 06:47 Recognizing team achievements and recruiting 11:23 Employee training and certification 14:39 The importance of ongoing education 17:24 Employee training and compensation options 21:36 Considering paid training options 25:40 Importance of financial transparency 30:29 Importance of training pathways 33:11 Client support and coaching commitment