The Biggest Mistake Shop Owners Make with Josh Coomes and Brian Ramsburg

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Recorded at Tools in Hershey, Pennsylvania, Jeff sits down with Josh Coomes of Auto Shop Therapy and technician Brian Ramsburg to discuss the realities of running a modern repair shop. Brian reflects on more than 18 years in the trade, the challenges of being a solo technician, and why he enjoys variety in his work, while Josh shares his customer-first approach, leadership lessons, and the importance of protecting a shop's reputation. Together, they explore diagnostics, pay plans, hiring, training, and building a culture that values quality over speed.

Timestamps:

00:00 Listen or Become a Liability
 00:35 Tools in Hershey Introduction
 02:37 Brian's Career Journey
 04:18 Owning a Job vs. Owning a Shop
 07:42 Customer Empathy and Service Standards
 09:21 Turning Away Older Vehicles
 14:48 Favorite Types of Repairs
 18:02 Why They Avoid European Vehicles
 19:40 Shop Scheduling and Profitability
 21:56 Technician vs. Owner Priorities
 25:38 Working Relationship Challenges
 28:28 Hiring and Leadership Lessons
 36:20 Mentoring and a Proof-Based Culture
 40:41 Pay Plans and Team Morale
 42:03 The Starter Diagnosis Debate
 45:41 The Stress of Being the Only Technician
 48:50 Quality Control vs. Book Time
 52:40 Shop Standards and Fair Productivity
 55:27 Workflow and Imperfect Data
 58:51 Flat Rate Pressure Stories
 01:05:10 Hiring Through Working Interviews
 01:10:23 Charging Properly to Grow
 01:12:44 Final Advice and Closing

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