It’s the Person, Not the Software: Solving Common Shop Management Gaps [RR 1044]

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June 17, 2025 • 36 mins

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded at Vision Hi-Tech Training & Expo, Ben Dexter sheds light on a common issue: many shop owners are only scratching the surface of what their shop management systems can do. From underutilized tools to overlooked processes, this conversation uncovers the true value of role-based training, strategies for better customer communication, why profit should be seen as a healthy business goal, the impact of digital vehicle inspections (DVIs), why strong service advisors are essential, and the crucial role of inventory control in shop performance. Whether you’re a shop owner, service advisor, or team leader, this episode offers practical takeaways to help your business thrive. Ben Dexter, National Training Manager, NAPA TRACS. Find Ben's other episodes HERE Show Notes

Vision Hi-Tech Training & Expo: https://visionkc.com/
Shop Management System Utilization (00:01:21)
Shop Owner Mindset and Growth (00:02:56)
Labor Matrix and Pay Structures (00:04:39)
Communication and Transparency (00:06:21)
Profitability and Professionalism (00:07:45)
Customer Experience Focus (00:08:36)
Inventory Control and Efficiency (00:09:30)
Inventory Management Best Practices (00:10:58)
Parts Stocking and Human Error (00:11:21)
Balancing Inventory Investment and Efficiency (00:13:07)
Service Counter and Customer Experience (00:15:41)
Workflow, Process, and Flowcharts (00:20:07)
Role-Based Training and SOPs (00:23:23)
AI and Shop Management (00:26:45)
Interview Process and Diagnostic Challenges (00:29:20)
Service Counter Accountability (00:31:56)
Breaking the Cycle and Seeking Help (00:34:17)

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast:

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.css-15opob5{left:0;position:absolute;top:0.8rem;} All Episodes

.css-14f5ked{margin:0;word-break:break-word;display:-webkit-box;-webkit-box-orient:vertical;box-orient:vertical;-webkit-line-clamp:2;overflow:hidden;}It’s the Person, Not the Software: Solving Common Shop Management Gaps [RR 1044]