Gain Traction

The Gain Traction Podcast features top tire and auto repair professionals, shop owners, industry executives, and thought leaders.

Gain Traction is a business podcast hosted by Mike Edge, with 246 episodes on record and a Required Pod Score of 80.

Mike Edge hosts Gain Traction, a business show with 246 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

• 

  Episode #249

  Open an Auto Repair Location Without Building a Shop

  Sep 30, 202628 min

  Ceasar Cordon is the outside business development director at Fifth Gear Automotive in North Texas. He entered the automotive industry in 2017 after working in electronics and gained experience in shop management and service advising before moving into business development. At Fifth Gear, he leads a team that builds referral relationships with other repair shops, a channel he says influences approximately 35% of the organization’s revenue. His perspective on auto repair shop expansion combines customer service experience with the practical work of reaching new markets. In this episode… Reaching customers in another city does not always require building another repair shop. Fifth Gear Automotive uses satellite service centers to establish a local presence while sending vehicles to existing shops for the actual work. Cordon describes permitting barriers in North Texas that made traditional expansion difficult. The company borrowed the operating model of a dry cleaner: customers use a convenient local storefront, and the service happens elsewhere. Customers also arrange vehicle pickup through these satellite locations. For owners planning their next location, the immediate decision is where to add customer access and where to add repair capacity. Those investments serve different purposes. Cordon reports that some satellite locations receive very little foot traffic, yet their local presence helps generate calls from customers who prefer a business in their own city. The lower overhead comes with operational responsibilities. Vehicles need transportation, calls need ownership, and customers need accurate expectations. Fifth Gear assigns satellite inquiries to an experienced service advisor who understands what its shops deliver. The storefront creates access; the existing operation still has to fulfill the promise. Here’s a glimpse of what you’ll learn: [01:31] Ceasar Cordon’s experience in shop operations and business development [03:54] Building customer trust through clear repair recommendations [06:48] Fifth Gear’s specialization in major repairs [09:15] Fifth Gear’s satellite model for auto repair shop expansion [15:47] Extending market reach through shop referral partnerships [19:19] Coaching service advisors to convert calls into shop visits Resources mentioned in this episode: Fifth Gear Automotive on LinkedIn Fifth Gear Automotive Website Tread Partners Gain Traction Podcast on YouTube Gain Traction Podcast Website Mike Edge on LinkedIn Quotable Moments: “We aren't the cheapest, and that's fine.” “We don't know what we don't know, and we're okay with that.” “You overpromise, underdeliver, and that's never what you want to do.” Action Steps: Map one potential satellite market. Plot your existing shops and identify a nearby area you want to serve. Use Fifth Gear’s reported five-to-seven-mile range as a starting point for your own evaluation. Check actual drive times and vehicle transport requirements before selecting a location. Separate customer access from repair capacity in your expansion budget. Build a side-by-side estimate for a reception-only satellite and a full repair facility. Include staffing and vehicle transportation in the satellite estimate. Ground your auto repair shop expansion plan in the capacity your existing shops have available. Assign an experienced advisor to satellite inquiries. Choose someone who understands your repair capabilities and internal processes. Document who owns each customer’s call, transportation arrangements, and repair updates so the handoff between locations stays clear. Review customer calls with your service advisors. Schedule a session this week and listen to calls that resulted in appointments alongside calls that did not. Identify one specific response to improve, practice it together, and check its use in the next review. Start a focused referral outreach list. Identify nearby shops that do not handle the major repairs your team performs. Contact their managers to explain your capabilities and establish a clear referral contact. Give them a practical reason to trust you with work they send out.

  ListenShow Notes
• 

  Episode #248

  Can’t Sell From an Empty Rack: The Tire Inventory Rule

  Sep 23, 202629 min

  Kyle Blankenhorn is co-owner of Ken’s Tire, a 50-year tire and automotive service business with three locations in Schuylkill County, Pennsylvania, plus a commercial truck tire center and road service operation. Its stores have warehouse space and carry roughly 2,500 to 3,000 tires per location. Kyle brings an operator’s perspective to tire inventory management, supplier relationships, customer retention, and hiring. He also helps lead a team of about 50 employees and reports very little turnover across the business. In this episode… Tire inventory creates two expensive problems: empty racks send time-sensitive customers elsewhere, while slow-moving stock consumes cash and warehouse space. Strong tire inventory management requires enough size and price-point coverage to serve the local market without treating every available tire as a necessary purchase. New vehicles continue to introduce additional tire sizes, making broad coverage harder for shops and distributors. Kyle’s position is practical: customers often buy the tire that is available because waiting until the next day interferes with work and daily responsibilities. The shop with the tire on hand often gets the sale, regardless of brand. First tire sales also shape the long-term customer relationship, at Ken’s Tire, repair work follows the trust built through tire sales, consistent service, and quality work. Customers return over time, and entire families continue using the business. The same operating discipline extends to hiring. Kyle prioritizes consistent work history over formal credentials because technical skills can be taught. A dependable employment record gives him greater confidence in the time, energy, and money required to train someone properly. Here’s a glimpse of what you’ll learn: [03:33] From career pivot to tire business leadership [05:38] Strategic tire buying and supplier relationships [08:06] Inventory capacity, product mix, and sales [11:36] Aging vehicles and rising repair demand [13:37] How tire sales build long-term customer relationships [16:55] A retention-focused approach to technician hiring [21:22] Hands-on experience as a technician training standard Resources mentioned in this episode: Ken’s Tire Website Tread Partners Gain Traction Podcast on YouTube Gain Traction Podcast Website Mike Edge on LinkedIn Quotable Moments: “The more you have, the more you sell.” “Bottom line, can’t sell from an empty cart.” “But he who has it is going to sell it.” “The only thing that matters to me is work history.” “I can teach you the rest of the way through.” “I do not want to train new people every six months.” Action Steps: Strengthen tire inventory management with a location-level report covering the past 12 months of sales. Separate high-volume sizes, steady sellers, aging inventory, and products with no recent movement. Track every lost sale caused by unavailable inventory for 30 days . Record the requested size, preferred price point, available substitute, and whether another location had the tire. Set minimum and maximum stocking levels for each store based on local sales history. Transfer existing inventory between locations before placing another order. Build a supplier reference sheet covering primary contacts, alternate sources, lead times, payment terms, and direct-buy opportunities. Review the list with every store manager. Add consistent work history to the technician screening process. Ask candidates how long they stayed in previous roles, then invest training resources in people who have demonstrated reliability.

  ListenShow Notes
• 

  Episode #247

  How Empathy Is Transforming the Auto Repair Experience

  Sep 16, 202630 min

  Tara Conlin is a service manager and operator at Mango Automotive, an eight-location auto repair group serving Arizona, New Mexico, and Texas. She began her automotive career at age 18 and spent most of it as a service advisor before moving into leadership. At Mango Automotive, she grew one location while developing a people-centered approach to customer service in auto repair. In this episode… Vehicle repairs rarely feel like neutral transactions. Customers arrive concerned about transportation and unexpected costs. A cold reception adds to that stress before anyone inspects the vehicle. The old gruff, transactional service model no longer matches the expectations customers bring to today’s repair shops. Every employee departure also puts a familiar customer relationship at risk. Multi-location operators need consistent leadership that supports advisors, strengthens technician morale, and gives customers a reason to trust every location. A polished lobby helps set the tone, but the experience depends on the people running the shop. Conlin treats empathy as an operating practice that shapes customer conversations and gives employees room to address problems before those problems affect the team. Here’s a glimpse of what you’ll learn: [01:09] Tara’s transition from service advisor to shop manager [03:12] Understanding the personal stress behind a customer’s vehicle repair [09:12] How service advisor turnover affects customer trust [14:27] Making repair visits less stressful through a welcoming environment [18:52] Building a team that supports each other through difficult days [22:36] How a childhood book shaped Tara’s perspective on adversity [25:16] Tara’s experience as a woman leading an automotive team Resources mentioned in this episode: Tara Conlin on LinkedIn Mango Automotive Website Tread Partners Gain Traction Podcast on YouTube Gain Traction Podcast Website Mike Edge on LinkedIn Quotable Moments: “These are people's livelihoods sometimes, right?” “A lot of customers really like that show and tell experience where they feel like they're a part of the process and not just, you know, getting the information second hand.” “One of the big contributors to what I feel like is my success is the culture and morale that we built.” “I, you know, I want them to feel like they are supported and that, you know, their work has value, they as a person have value.” Action Steps: Standardize the opening interaction. Set a location-wide expectation for customer service in auto repair that covers the greeting and the timing of the next update. Use explicit trust handoffs. When a customer’s preferred advisor is unavailable, introduce the replacement by name and state your confidence in that person. Assign a daily front-of-house reset. Check the floors, seating, refreshments, and overall comfort before opening each location. Schedule short weekly check-ins with advisors and technicians. Record one current obstacle and assign a clear next step before ending the conversation. Make visual inspections part of the customer experience. Bring customers into the shop safely or use photos to show the work instead of relying only on secondhand explanations.

  ListenShow Notes
• 

  Episode #246

  Why Busy Tire Shop Counters Shouldn’t Answer Every Call

  Sep 9, 202633 min

  Jeff Deans is Vice President of St. Lucie Battery & Tire, an 18-location tire and automotive service company based in Florida. His operating experience covers tire shop customer service, centralized phone support, reputation management, customer retention, and multi-location growth. During the company’s expansion, St. Lucie Battery & Tire built a six-person call center to handle advertised phone lines, appointment scheduling, and customer follow-up. Deans also works on the shared services and technology required to support further growth. In this episode… Busy service counters divide an advisor’s attention between the customer in the store and the caller on the phone. St. Lucie Battery & Tire addresses this conflict with a six-person call center that answers tire questions, manages appointments, and follows up with customers while store advisors remain focused on face-to-face service. Deans connects this approach to a broader view of tire shop customer service. Advisors need to avoid judging customers by their vehicles, take ownership of service problems, and recommend tires based on driving habits and long-term value. The same discipline guides expansion as the company strengthens its technology and shared services before adding locations. Here’s a glimpse of what you’ll learn: [03:12] Customer acquisition in a growing tire retail market [06:50] Centralized call handling and front counter service [13:11] AI-assisted sales coaching for tire retail teams [15:55] Tire recommendations based on driver needs and vehicle requirements [18:34] Resolving service issues and restoring customer trust [27:41] Building operational capacity for multi-store expansion Resources mentioned in this episode: Jeff Deans on LinkedIn St. Lucie Battery & Tire Website Tread Partners Gain Traction Podcast on YouTube Gain Traction Podcast Website Mike Edge on LinkedIn Quotable Moments: “You give what they need on the phone, they’re going to come in to see you.” “We take every opportunity with every customer real serious, and we try and capitalize and make the most of it.” “When something doesn’t go right, just put it in a headlock.” “And once they understand that they are important to you, it becomes an us against the problem type situation instead of them against us, even though we’re there to fix it.” Action Steps: Measure counter interruptions. Track call volume, abandoned calls, and interrupted customer conversations during one full shift. Assign phone ownership. Route calls to a dedicated employee or centralized team with access to scheduling, pricing, and inventory. Protect tire shop customer service. Keep advisors focused on active repair discussions instead of routine phone coverage. Review capacity before expanding. Resolve gaps in staffing, technology, and shared services before adding another location.

  ListenShow Notes
• 

  Episode #245

  Auto Shop Growth Through a Neighborhood-First Strategy

  Sep 2, 202627 min

  Bryan Kauffeld is a second-generation operator at Ulmer’s Auto Care Center, a family-owned automotive repair business with 11 locations across Greater Cincinnati and Northern Kentucky. His father purchased the original two-bay service station in 1981. Kauffeld joined the company after studying finance and management at Purdue University. He spent about 18 years at the counter in Anderson Township before moving into broader leadership. His experience growing an auto repair business now covers site selection, team development, and customer service across multiple locations. In this episode… Most shop operators begin a location search by looking for the busiest road. Ulmer’s starts with the number of households surrounding a property. Bryan Kauffeld looks for locations within walking or short driving distance of roughly 15,000 to 20,000 single-family homes. Proximity makes auto repair more convenient, customers avoid fighting traffic, and each Ulmer’s location gains access to the car count already living nearby. Convenience brings customers through the door, but service earns the return visit. Kauffeld focuses on memorable first and second visits because neighbors share their experiences and follow recommendations from people they trust. Growing an auto repair business also requires leaders who can protect the customer experience without the owner at the counter. Ulmer’s managers and service advisors receive the authority to solve problems, keeping service consistent as the company adds locations. Here’s a glimpse of what you’ll learn: [01:49] How a two-bay shop became the family business [03:40] Why Bryan joined Ulmer’s and opened a second location [06:43] How stepping away from the counter unlocked growth [10:19] Why rooftops matter more than road traffic [13:57] How memorable service creates neighborhood referrals [17:46] Why employee support and autonomy reduce turnover [23:36] Making “do the right thing” an operating principle Resources mentioned in this episode: Bryan Kauffeld on LinkedIn Ulmer’s Auto Care Center Website Tread Partners Gain Traction Podcast on YouTube Gain Traction Podcast Website Mike Edge on LinkedIn Quotable Moments: “We like to be in the middle of a neighborhood.” “Neighbors tend to talk.” “We do what I think is an exceptional job of wowing customers, especially on their first and second visit.” “It doesn’t matter what that decision cost us.” “There’s plenty of room to grow here.” Action Steps: Transfer one owner-held decision. Choose a recurring front-counter decision and assign it to a manager tomorrow. Review the outcome without taking the authority back. Give advisors customer-recovery authority. Write down the default: take care of the customer. Treat later reviews as coaching conversations rather than approval checkpoints. Audit the first two visits. Review 10 recent new-customer repair orders. Identify where communication, transportation, or personal attention fell short, then correct one step this week. Create a neighborhood location scorecard. Measure each prospective site by nearby single-family homes, neighborhood access, and customer convenience. Give passing traffic a supporting role rather than making it the entire strategy. Protect front-counter continuity. Growing an auto repair business requires customers to trust more than the owner. Identify the advisor who already carries strong customer relationships and schedule a focused conversation about the support needed to keep that person.

  ListenShow Notes

Recent guests on Gain Traction. Study who booked and why before you pitch.

Based on semantic analysis of episode topics and host coverage, this show is a strong guest fit for executives in:

Industry fit is computed by PitchCentric using vector embeddings of the show's episode catalog.