Shop Talk Her Way

The Communication Mistake Costing Your Shop Money | Ep 18

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 importance of strong communication within automotive shops. One concept she brings up is the use of structured processes—such as the three Cs (concern, cause, correction) and diagnostic checklists—to improve accuracy and reduce misunderstandings between technicians, advisors, and customers. JeanAnn also talks about the value of well-documented, clear repair notes in building customer trust and protecting businesses in warranty situations. Timestamps: 00:00 – Setting the Stage: Why Communication Breaks Down 01:12 – The Cost of Miscommunication in Your Shop 02:36 – The Three Cs: Concern, Cause, and Correction 05:10 – Asking the Right Questions: From Booking to Diagnosis 10:24 – Building Trust: Exceeding Customer Expectations 12:07 – Digital Vehicle Inspections: Your Diagnostic Roadmap 16:10 – Creating Structure: Checklists, Canned Notes, and SOPs 20:46 – Demonstrating Value: Telling the Repair Story 31:00 – Recording Calls & Continuous Improvement 34:35 – Investing in Training, Tools, and Relationships 36:07 – Final Thoughts: Communicate and Lead with Care

Shifting Gears for Women in the Automotive Industry | Ep 17

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 reflects on her experiences as a woman in the automotive repair industry, sharing honest stories from behind the counter and in her coaching career. She addresses the challenges of working in a male-dominated space, the importance of earning respect through integrity and skill, and how women, and anyone, can carve out their place by focusing on authentic leadership. Timestamps: 00:00 Women in the automotive industry 03:44 Facing gender bias at work 09:20 Starting a coaching career 12:08 Soft coaching approach discussion 14:11 Challenges for Women in Business 20:39 Embracing Authentic Leadership 22:34 Feeling Unsafe with Customers 26:31 Celebrating Women in the Industry

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