Most shop owners open their doors because they want to fix what was broken in the last place they worked. But once the dust settles, many realize they built themselves a job, not a business. According to Brian Hammond, one of ATI’s newest coaches and a lifelong entrepreneur, real success begins when you stop thinking like a shop owner and start operating like a business owner.

In this episode of Maximum Octane, Kim Hickey and Jason Patel talk with Brian about the truth behind entrepreneurship, the sacrifices it demands, and the mindset shifts required to build something that lasts. Brian shares how losing his corporate job at Goodyear pushed him into business ownership, how his childhood paper route became the foundation for his work ethic, and why processes and profitability are the pillars of any stable company.

The conversation dives deep into the realities most shop owners avoid such as setting aside true cash reserves, delaying gratification, refining standard operating procedures, and building a team so strong that the business can thrive whether you are there or not. Kim and Jason also tackle the common excuse of being “just a shop owner” and explain why that thinking traps talented people in survival mode.

Tune in to episode 133 of Maximum Octane if you want a clear look at what it really takes to grow, protect, and sustain your business beyond day-to-day chaos.

Episode Takeaways:

4:10 The real meaning of entrepreneurship and why the market decides what succeeds

6:55 Why most shop owners start strong but stall without a bigger mission

9:58 How Brian’s job loss pushed him into his first business

12:10 Why learning on the fly is not enough without the right mentors

15:40 The mistake of building a job instead of building a business

16:50 Why breaking even is not a business strategy

18:00 Why processes and SOPs are the foundation of stability

20:30 How cash reserves change decision-making and open opportunities

23:40 Why sacrifice and delayed gratification are nonnegotiable for growth

31:20 The mindset shift from shop owner to business owner

Connect with Brian Hammond:

• Website
• LinkedIn
• BLE Training

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: info@maximumoctane.com

Hosted on Acast. See acast.com/privacy for more information.

Most shop owners think their biggest challenges are parts, staffing, or car count. According to David Boyd, CEO of Call Inbound, the real problems often hide in places you cannot see: dropped calls, unclear expectations, and communication gaps that quietly drain revenue every single day.

In this episode of Maximum Octane, Kim Hickey and Jason Patel sit down with David to unpack the communication failures that start at the front counter and ripple through the entire shop. David brings the perspective of a Six Sigma master black belt and a decade of experience working inside independent repair shops, helping owners refine their processes and eliminate the costly friction that arises from miscommunication.

They delve into the real reasons customers become frustrated, the expectations advisors often overlook, and why shops lose business even when the phone is ringing. David also explains how modern communication tools, call recording, and smart data integration help advisors stay consistent, protect the customer experience, and earn trust at every touchpoint. If you want fewer dropped balls, fewer comebacks, and fewer disappointed customers, this episode lays out the blueprint.

Tune in to episode 132 of Maximum Octane to learn how better communication can transform your shop's efficiency, reputation, and bottom line.

Episode Takeaways:

3:10 How David's Six Sigma background shaped his approach to communication

5:30 The perception gap between what owners think customers want and what they actually expect

9:40 Why voice communication is still the backbone of the shop experience

11:10 The number one miscommunication that leads to customer frustration

14:00 How digital tools give advisors instant context that builds trust

17:20 Why every shop needs call recording as a diagnostic tool

19:10 How to use recordings for training instead of confrontation

24:40 The first 15 seconds of a call determine an entire relationship

28:20 What shops must know about data security and vendor trust

31:00 How AI reduces review time and improves advisor consistency

33:40 Why training only works when you can measure progress

Connect with David Boyd:

• LinkedIn
• Call Inbound website
• Follow Call Inbound on Instagram

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: info@maximumoctane.com

Hosted on Acast. See acast.com/privacy for more information.

Most auto shops know they need marketing, but few understand what customers actually base their decisions on. According to Travis Bickham, Chief Commercial Officer at Shopmonkey, the biggest threat to a shop isn’t competition. It is the trust gap between what customers expect and what shops deliver.

In this episode of Maximum Octane, Jason Patel and George Zeeks sit down with Travis Bickham to break down the reality of modern consumer behavior, why transparency is now the new currency, and how shops can use technology to elevate their customer experience instead of complicating it. They cover everything from Google reviews and digital inspections to branding, communication, and the emotional side of making customers feel safe when their vehicle breaks down.

Travis also explains why automotive has an unprecedented opportunity to redefine its reputation, how technology is accelerating faster than ever, and why shops that fail to adapt will be left behind. He walks through practical steps shops can implement today to close the trust gap, improve communication, leverage digital tools, and build a brand that customers talk about long after they leave the shop.

Tune in to episode 131 of Maximum Octane if you're after a roadmap to stop guessing at marketing and start creating experiences that customers rave about.

Episode Takeaways:

3:30 Why customers distrust automotive shops and how branding shapes first impressions

5:30 Why transparency is becoming the new currency in auto repair

7:10 How digital inspections help customers understand and trust repairs

10:50 Why shops must protect long-term relationships, not short-term transactions

13:50 How people, processes, and technology work together to elevate your brand

15:30 Why authentic reviews outperform perfect review scores

18:50 How turning transactions into relationships keeps customers returning

21:40 Where AI can help and where human advisors still matter most

26:20 What shops should look for in technology partners

31:20 Why the automotive industry has a huge opportunity to rebrand itself

Connect with Travis Bickham:

• LinkedIn
• Shopmonkey

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: info@maximumoctane.com

Hosted on Acast. See acast.com/privacy for more information.

Technology has changed everything about the service advisor role, but it has not replaced the one thing that matters most: people.

In this episode of Maximum Octane, Kim Hickey and Jason Patel sit down with Michelle Wood, ATI’s Sales and Service Instructor, to discuss the myths and realities of being a great service advisor in a world of automation, AI, and endless new tools.

Michelle shares her journey from dealership receptionist to national trainer and reflects on how the role of service advisors has evolved with technology. She explains how tools like DVIs and automation can improve efficiency, but they cannot replace genuine human connection. Customers do not just want updates. They want to feel seen, heard, and cared for.

The conversation also covers the growing need for training and development, the misconception that advisors must be former technicians, and why withholding information to “avoid scaring customers” actually destroys trust.

Tune in to episode 130 of Maximum Octane to rediscover the human side of automotive service and learn how to build advisors who do more than sell repairs. They build trust, loyalty, and relationships that last.

Episode Takeaways:

3:50 Why service advisors do not need to be former technicians to be great communicators

5:10 Why nobody cares “how the sausage is made”

8:50 Why technology helps, but only if you use it

12:20 What AI cannot do and why the human touch matters more than ever

13:50 Customers still want to do business with people, not systems

17:30 How great advisors read people and tailor their communication

20:10 Why honesty about needed repairs builds trust, not fear

23:00 The interview question every shop owner should ask

27:20 How to find talent in everyday places

30:10 Why trust is the ultimate investment in your advisors

Connect with Michelle Wood:

• LinkedIn

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: info@maximumoctane.com

Hosted on Acast. See acast.com/privacy for more information.

When leadership breaks down, processes fall apart fast. But rebuilding doesn’t start with systems. It starts with people.

In this episode of Maximum Octane, Kim Hickey and Jason Patel sit down with Chris Darmody, General Manager at Graham Auto Repair, to explore what it takes to turn around a struggling organization. When Chris joined the shop, leadership gaps, inconsistent processes, and fading accountability had left the team adrift. Instead of walking away, he leaned into the fire.

Drawing on 22 years of experience in the automotive industry, Chris shares how he reignited the culture at Graham by focusing on empowerment, accountability, and communication. He explains how creating structure through SOPs, while keeping the shop’s personality intact, rebuilt trust and consistency, and why real empowerment means giving people both the freedom and the authority to lead. Kim and Jason also draw powerful parallels between diagnosing car issues and diagnosing leadership problems, showing how the same mindset of testing, learning, and refining can transform both people and performance.

Tune in to episode 129 of Maximum Octane if you’ve ever inherited a broken team, felt stuck in the weeds, or wondered how to rebuild trust after disruption. Chris’s story proves that great leadership doesn’t just fix problems; it rebuilds belief.

Episode Takeaways:

3:30 How Chris’s “trial by fire” background prepared him to take over at Graham Auto Repair

5:50 The leadership vacuum Chris walked into and how he stabilized two struggling shops

7:30 Why passion and purpose matter more than position titles

8:10 The hidden truth about inventory, diagnostics, and industry perception

11:20 The first red flags Chris noticed and how he rebuilt integrity into daily operations

13:20 Why accountability is the ultimate form of empowerment

14:50 How team-built SOPs create buy-in and drive consistency

18:00 What rebuilding a culture really looks like and why it takes patience

21:50 Why every business, no matter how small, needs documented processes

26:40 How to truly empower leaders by giving them real authority

27:20 Trust, audit, and verify: how to stop micromanaging and start leading

32:50 How developing backups for every role sets the stage for expansion

Connect with Chris Darmody:

• LinkedIn
• Graham Auto Repair

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: info@maximumoctane.com

Hosted on Acast. See acast.com/privacy for more information.

Many shop owners know they need marketing, but too often they get stuck thinking about it instead of doing it. Between SEO, social media, websites, and ads, it’s easy to fall into analysis paralysis; spending so much time comparing options that no real progress happens.

In this episode of Maximum Octane, Kim Hickey and Jason Patel sit down with Doug Robison, Director of Sales and Partnerships at Optimize Digital Marketing, to cut through the noise and get practical about marketing. Doug explains that while planning and strategy matter, none of it means anything without action. Waiting for the perfect moment or perfect plan only delays results.

He shares how shop owners can confidently choose a marketing partner, what to look for in a digital strategy that actually fits your business, and why consistency matters more than perfection. You’ll also hear how algorithms, websites, and social platforms work together to drive traffic, and why real marketing success comes from collaboration, not delegation.

Tune in to episode 128 of Maximum Octane if you’ve been overthinking your next move or waiting for everything to line up just right. Marketing doesn’t have to be confusing. It just has to be done with clarity, consistency, and the right support behind it.

Episode Takeaways:

3:20 Why analysis paralysis keeps shop owners from moving forward

4:00 Why no one should try to handle SEO and social media alone

5:40 What algorithms really do and why your content must play by their rules

9:20 Why you should start marketing on day one of opening your shop

10:50 How hiring experts is often cheaper and smarter than doing it in-house

14:40 The pet peeve that reveals which marketing companies to avoid

15:20 Why marketing has to be a partnership, not a “do it for me” service

18:40 Why you still need a website and how it ties all your marketing together

22:50 Why marketing needs constant tuning, just like an oil change schedule

27:50 What shop owners actually own (and don’t) when it comes to their websites

29:20 Why a stale website loses ranking faster than you think

Connect with Doug Robison:

• LinkedIn
• Optimize Digital Marketing

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: info@maximumoctane.com

Hosted on Acast. See acast.com/privacy for more information.

Trigger Warning: This episode contains open and personal discussion about suicide, grief, and mental health.

In the automotive industry, we never hesitate to buy the latest equipment or the right tool for the job. But when it comes to our own mental health, too many of us resist using the tools available to help us heal. Therapy, medication, or calling someone for a chat aren’t weaknesses. They are tools, just like the ones we use every day in the shop.

In this powerful and deeply personal episode of Maximum Octane, Kim Hickey and Jason Patel welcome back Lee Anderson of Integrity Auto Care. Lee opens up about going through some of life’s heaviest challenges early on, how those experiences shaped him, and why he is passionate about breaking the stigma around mental health.

Lee speaks candidly about grief, depression, and what not to say to someone who is grieving. He also explains why open-door leadership, empathy, and genuine connection matter just as much in a shop as they do in life. Alongside sobering statistics showing suicide rates among automotive technicians more than double the national average, Lee reminds us it’s okay to cry, okay to ask for help, and okay to use the tools available to care for ourselves.

Tune in to episode 126 of Maximum Octane if you’ve ever struggled silently, or if you want to support your team better when they’re carrying invisible burdens. Lee’s honesty and resilience will challenge you to view mental health not just as a personal issue, but as a leadership responsibility.

03:30 Why suicide rates spike around the holidays and what seasonal depression means for mental health

05:20 Lee’s personal story of early struggles and how they shaped his outlook on life and business

09:20 The questions you should never ask someone grieving a suicide

12:00 Why men need to hear it’s okay to cry and show emotion

14:00 How talking about loved ones keeps their memory alive

17:10 Why it’s vital to talk to someone before mental health spirals

19:30 The staggering suicide rate among auto technicians and why the industry needs to pay attention

21:20 Why stigma and pride keep too many from getting help

25:20 How Lee leads his shops with an open-door policy for employees

29:10 Why empathy, listening, and growth conversations build stronger teams

31:50 Life is beautiful, depression is real, and no one should face it alone

Connect with Lee Anderson:

• LinkedIn
• Integrity Auto Care

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: info@maximumoctane.com

Hosted on Acast. See acast.com/privacy for more information.

What does it really take to build a business from scratch when you don’t have a roadmap? For Josh Oberlander, the answer has been equal parts grit, trial and error, and the discipline to keep sharpening himself along the way.

In this episode of Maximum Octane, Kim Hickey and Jason Patel talk with Josh Oberlander, co-founder and CRO of Detect Auto, about the unconventional path that shaped him as an entrepreneur. At 24, Josh launched a tree service business with $500 and a rope. That led to a foray into manufacturing a person-tracking fan for technicians, a product that seemed promising but came with its own hard lessons.

Josh shares why building a team is harder than most people expect, why the struggle years matter more than the highlight reel, and why continuous learning is the one thing you can never outsource. He also explains how Detect Auto helps shops save time, improve communication, and empower their staff with smarter tools.

Tune in to episode 126 of Maximum Octane if you feel stuck between where you are and where you want to go. Josh’s story is proof that persistence, awareness, and a willingness to keep learning can turn setbacks into stepping stones.

3:30 How Josh went from environmental science to running a blue-collar tree service business

5:20 Why being a skilled technician doesn’t automatically make you a business owner

9:10 Why building a team is harder than anyone teaches you

10:30 The leap from services to products and the lessons of selling a person-tracking fan to technicians

15:50 Why struggle and sweat equity are still the price of growth

20:10 Why learning is hard, but staying sharp is non-negotiable

21:30 The “Clippy for auto shops” vision behind Detect Auto

25:10 What shop owners need in place before adopting AI assistants

25:50 How Detect Auto empowers even non-technical front-of-house staff

29:20 Why the path less traveled can hold the biggest business opportunities

30:55 The entrepreneurial superpower of paying attention inside your own shop

Connect with Josh Oberlander:

• LinkedIn
• Detect Auto
• Connect with Detect Auto on LinkedIn
• Follow Detect Auto on Instagram
• Follow Detect Auto on Facebook

Let's connect:

• Website
• LinkedIn
• Facebook
• Email: info@maximumoctane.com

Hosted on Acast. See acast.com/privacy for more information.