In Episode 187 of The Digital Shop Talk Radio, auto repair shop business coaches Frank Scandura, owner of Frank’s European Service in Las Vegas, and Doug Brackett, owner of Downtown Automotive in British Columbia, join AutoVitals CEO Jon Belmonte to share the pivotal role digital tools play in enhancing shop performance. Throughout their conversation, three key lessons stood out: the importance of stepping away from daily operations, using proven industry best practices, and hiring a great team.

• Stepping Away from the Day-to-Day Operations of the Shop
• Using Proven Industry Best Practices
• Hiring a Great Team
• Conclusion 

Stepping Away from the Day-to-Day Operations of the Shop

Frank Scandura operates a 12,000-square-foot facility with 14 bays and approximately 20 employees, generating just under $4 million annually. Starting in 2001 with two lifts and a small team, Frank emphasizes the importance of shop owners stepping back from daily operations to focus on strategic management. 

He advises owners to recognize when they are not the best fit for certain roles, stating, "Just because you own the place and have the keys doesn’t make you the best manager, doesn’t make you the best technician, doesn’t make you the best employee." Frank emphasizes this point in his coaching as he works to "specifically help shop owners get out of their own way and help them understand that they are not the best person for the job."

A key focus of his coaching is guiding shop owners through the transition from thinking like a technician to operating as a business owner. He aims to "help them get out of that super technical mindset" and adopt a more strategic perspective.

Doug Brackett’s 6,000-square-foot shop includes six bays and four technicians. He explains how his journey to becoming a business coach and stepping back from the day-to-day operation of the shop came from a need to get excited about the auto repair industry again. "I needed to rekindle my passion for this industry, and that really came from working with other shop owners,” Doug shared. “The more I worked with other shop owners, the more I saw the value in stepping away from the daily operations,” Doug explained. This shift gave him the perspective needed to grow his shop and support others in doing the same. Doug specifically coaches shops around software implementation and found that his experience in the front office, as a technician, and as a “software nerd” gives him a unique perspective in his coaching career. 

Doug echoed Frank’s statement about stepping away from the shop by sharing, “I am constantly impressed at how well my shop does when I’m not in their way. So I just got back from a two-week vacation last week, and everything went absolutely fantastic.”

Both coaches have found success in stepping away from the daily operation of their shops and stress that shop owners often become the bottleneck when they try to manage everything themselves. Letting go of control and trusting the team to handle the day-to-day tasks is essential for long-term success. For shop owners who are considering exiting the business in the long run, this is an essential first step on that journey. 

Using Proven Industry Best Practices

Frank and Doug agree that adopting proven best practices is vital to creating consistency and accountability within the shop. Frank emphasized, “You’ll never be able to hold your team accountable if you don’t hold yourself accountable first.” He encourages shop owners to document and follow reliable processes, ensuring everyone is aligned with the shop’s goals.

For Doug, implementing technology like AutoVitals has been instrumental in standardizing workflows and streamlining operations. He stresses to shop owners that digital vehicle inspections and  workflow automation are proven to increase revenue and efficiency. Frank noted that using AutoVitals “frees up time where I can instantly, with a couple of clicks, see how a shop is doing, understanding inspection rates, inspection sent rates, and customer view times.” 

Frank shared that since implementing AutoVitals in his shop, his average repair order has increased significantly. Frank shared, "[AutoVitals] has definitely been part of my success. I think we had a $450 ARO before we started with AutoVitals. Now we’re at $1500. So, is it all AutoVitals? Most of it is because I’ve got high-quality inspections, high-quality standards, and high-quality expectations. I’m measuring it, and I couldn’t do it without AutoVitals.”

Doug noted, “One of the big challenges I see in coaching is process development. We see people get new tools and try to jam the new tool into the old process.” Frank also shared that many shop owners struggle with constantly battling with their employees on process. As coaches, they help shops integrate  DVI and  automated workflow to enhance efficiency and build customer trust. They’ve seen firsthand that utilizing these systems will ensure that every step of the repair process is transparent and replicable for every shop, reinforcing the importance of consistent practices. 

By adopting industry best practices, shops can eliminate inefficiencies, improve communication, and foster a culture of accountability. Doug noted, "It’s about building systems that anyone can follow, so the shop doesn’t depend on one person to succeed."

Hiring a Great Team

A strong team is the backbone of any successful shop. Both Frank and Doug emphasize the importance of hiring the right people and investing in their development. Frank shared that when you care for your team you should meet with them regularly. “We do it once a week, and we have a shop meeting where we talk about issues, we talk about wins, we talk about losses, we talk about goals.” These team meetings help build shop morale and ensure that all issues have a designated place to be ironed out. Throughout his coaching career, he’s also observed that "The best managers don’t try to control everything—they build a great team and let them shine." Shop owners who surround themselves with skilled and motivated individuals ensure that their shop operates effectively, even in their absence.

Doug highlighted that hiring and retaining great technicians is essential for successfully implementing new processes and tools. He explained, “I really think the leaders in this industry really understand that rapid process development and implementation is a huge component of successful shops.” He advises shop owners to focus on finding team members who align with their values and are open to embracing change. Doug stated, "You can’t scale your shop or improve efficiency without a team that’s willing to adapt and grow with you."

Both coaches stress the importance of creating a positive work environment where employees feel supported and empowered. A great team not only helps shops run smoothly but also contributes to building long-term customer trust and loyalty.

Conclusion

Frank Scandura and Doug Brackett’s experiences demonstrate that stepping away from daily operations, using proven industry best practices, and hiring a great team are the cornerstones of a successful shop. By adopting these principles and leveraging tools like AutoVitals, shop owners can transition from being overwhelmed operators to strategic leaders. Their journeys show that with the right mindset and tools, any shop can achieve lasting success in today’s competitive landscape.