Podcast

Why should you listen?

Because this is not about a conference. It is about what happens when leadership, vision, teamwork, and execution come together to move an entire industry forward.

In this episode of Driven to Success, Vic Tarasik and David Wofford sit down with John Phelps and Amber Wright from Tekmetric to go behind the scenes of Tektonic.

If you are a shop owner, service advisor, or technical specialist, this conversation will challenge how you think about growth. You will hear what top-performing shops are doing differently, why connection drives real change, and how small shifts in process can unlock real results.

This episode gives you perspective you can use immediately. Not theory. Not fluff. Real insight from leaders shaping the future of the aftermarket.

And this is just the start. More voices, more stories, and more takeaways are coming next.

Most shop owners overlook the hidden power of exceptional customer experience—and it’s costing them more than they realize. Imagine turning a simple tire plug into a moment that builds lifelong loyalty. Vic shares a story with David that shows how just one young Gen Zer’s genuine care and professionalism transformed a stressful situation into a standout win—without high-pressure sales or shortcuts.

Most shop owners overlook the hidden power of exceptional customer experience—and it’s costing them more than they realize. Imagine turning a simple tire plug into a moment that builds lifelong loyalty. Vic shares a story with David that shows how just one young technician’s genuine care and professionalism transformed a stressful situation into a standout win—without high-pressure sales or shortcuts.In this episode, you’ll discover how leaders in the industry are redefining service with small but impactful gestures, like showing respect and transparency. We break down: the importance of digital inspections that build trust, the value of training your team to approach every customer like a valued guest, and why investing in your staff’s development leads to happier customers and higher profits.You'll also learn how to spot and nurture the “diamonds” in your team—young professionals eager to serve—and how systems from industry giants like Discount Tire create consistent, excellent experiences. Plus, why time and trust are more valuable to your customers than ever before, and how shifting your mindset can turn challenges into opportunities for growth.If you’re tired of reactive service that leaves money and loyalty on the table, this episode is your blueprint for creating memorable, profitable customer interactions. Perfect for shop owners, managers, and technicians ready to elevate their game—and their bottom line. Don’t miss these proven strategies to turn every customer visit into a loyalty-building experience.

Most shop owners overlook the hidden power of exceptional customer experience—and it’s costing them more than they realize. Imagine turning a simple tire plug into a moment that builds lifelong loyalty. Vic shares a story with David that shows how just one young technician’s genuine care and professionalism transformed a stressful situation into a standout win—without high-pressure sales or shortcuts.In this episode, you’ll discover how leaders in the industry are redefining service with small but impactful gestures, like showing respect and transparency. We break down: the importance of digital inspections that build trust, the value of training your team to approach every customer like a valued guest, and why investing in your staff’s development leads to happier customers and higher profits.You'll also learn how to spot and nurture the “diamonds” in your team—young professionals eager to serve—and how systems from industry giants like Discount Tire create consistent, excellent experiences. Plus, why time and trust are more valuable to your customers than ever before, and how shifting your mindset can turn challenges into opportunities for growth.If you’re tired of reactive service that leaves money and loyalty on the table, this episode is your blueprint for creating memorable, profitable customer interactions. Perfect for shop owners, managers, and technicians ready to elevate their game—and their bottom line. Don’t miss these proven strategies to turn every customer visit into a loyalty-building experience.

Most shop owners overlook the hidden power of exceptional customer experience—and it’s costing them more than they realize. Imagine turning a simple tire plug into a moment that builds lifelong loyalty. Vic shares a story with David that shows how just one young technician’s genuine care and professionalism transformed a stressful situation into a standout win—without high-pressure sales or shortcuts.In this episode, you’ll discover how leaders in the industry are redefining service with small but impactful gestures, like showing respect and transparency. We break down: the importance of digital inspections that build trust, the value of training your team to approach every customer like a valued guest, and why investing in your staff’s development leads to happier customers and higher profits.You'll also learn how to spot and nurture the “diamonds” in your team—young professionals eager to serve—and how systems from industry giants like Discount Tire create consistent, excellent experiences. Plus, why time and trust are more valuable to your customers than ever before, and how shifting your mindset can turn challenges into opportunities for growth.If you’re tired of reactive service that leaves money and loyalty on the table, this episode is your blueprint for creating memorable, profitable customer interactions. Perfect for shop owners, managers, and technicians ready to elevate their game—and their bottom line. Don’t miss these proven strategies to turn every customer visit into a loyalty-building experience.

What does it take to win back a lost shop… in just 60 seconds?

In this episode of Driven to Success, Vic Tarasik (The Shop Owner Coach) and David Wofford break down a real-world moment every warehouse distributor (WD) and outside sales representative (OSR) will recognize. A service center relationship goes sideways… a warranty issue creates frustration… and the entire service center program is suddenly on the line.

Instead of walking away, David turns the car around.

What follows is a powerful lesson in credibility, communication, and execution—the three things that determine whether your customers see you as just another parts supplier… or a true business partner.

If you’re in auto parts distribution, field sales, or managing independent repair shop relationships, this episode will challenge how you approach:

• Service center program implementation and follow-through
• Building loyalty with independent auto repair shops
• Handling warranty issues and customer dissatisfaction
• Communicating value beyond price and parts availability
• Turning difficult conversations into long-term growth

For shop owners, this episode is a reminder of what great partners look like-and why the right WD and OSR can directly impact your shop’s success.

If you’re serious about growing your market share, customer retention, and sales performance in the automotive aftermarket, this is one conversation you don’t want to miss.

Follow Driven to Success for more real-world strategies, industry insights, and lessons from the road that help you grow your business.

1. 00:00 – Introduction
2. 02:13 – Distribution Dynamics
3. 04:37 – Educating the Sales Team
4. 08:26 – Building Credibility with Customers
5. 11:41 – Transitioning from Competitor Programs
6. 14:55 – The Role of Sincerity in Sales
7. 18:12 – Storytelling as a Sales Tool
8. 21:34 – Effective Messaging on Warranties
9. 23:10 – The 60 Second Turnaround
10. 26:12 – Reflection on the Experience
11. 28:00 – Boosting Sales Through Program Engagement
12. 30:00 – Closing Remarks

In Part 2 of Elevate Your Business, Vic Tarasik (The Shop Owner Coach) and David Wofford help shop owners and sales reps turn “included” program features into real customer value and real growth, with practical talk on positioning warranty and roadside assistance, improving communication, and implementing one benefit at a time.

1. Introduction and Theme Setup (0:02)
2. The Story of the Ocean Liner (0:25)
3. Service Center Program Insights (2:06)
4. Communication and Education (2:39)
5. Nationwide Warranty and Customer Perception (4:02)
6. Roadside Assistance and Customer Experience (5:19)
7. Effective Communication Strategies (6:40)
8. Challenges in Program Presentation (7:32)
9. Training and Implementation (8:29)
10. Sales and Service Center Dynamics (12:55)
11. Shop Owner Challenges and Solutions (18:28)
12. The Role of Trust and Communication (19:44)
13. Compensation and Motivation (29:15)
14. Commitment and Partnership (39:11)
15. Conclusion and Next Steps (40:34)

In Part 1 of our series on the service center program, hosts David Wofford and Vic, The Shop Owner Coach, dive into the foundational elements that make these programs invaluable for independent repair centers. They discuss the dual benefits of nationwide support for both shops and consumers, and how effective communication can transform customer perception. Tune in to learn how to leverage these insights to enhance your service center’s reputation and customer loyalty.

Goals don’t grow shops. Direction does.

In this episode of Driven to Success, Vic Tarasik and David Wofford sit down with Chris Cloutier, Bill Baxter, and Joe Canfield to unpack how real shop owners set goals that evolve, adjust, and actually drive progress.

Chris poses the ultimate standard:

“Would you put your mom in that car?”

If the answer isn’t yes, the job isn’t done.

From KPIs to 20-groups to digital vehicle inspections, this conversation lays the foundation for 2026.

Part 2 shifts into execution.

Goals don’t grow shops. Direction does.

In this episode of Driven to Success, Vic Tarasik and David Wofford sit down with Chris Cloutier, Bill Baxter, and Joe Canfield to unpack how real shop owners set goals that evolve, adjust, and actually drive progress.

Chris poses the ultimate standard:

“Would you put your mom in that car?”

If the answer isn’t yes, the job isn’t done.

From KPIs to 20-groups to digital vehicle inspections, this conversation lays the foundation for 2026.

Part 2 shifts into execution.

Takeaways

• A goal is a guide, not a judgment.
• Profit is not a dirty word; focus on net income.
• Digital vehicle inspections enhance customer transparency.
• Simplification of processes leads to better adoption.
• Sales solves all problems, but focus on net profit.
• Effective communication is key to achieving team goals.
• Setting small, attainable goals creates momentum.
• Customer service is about building credibility and trust.
• Regularly review KPIs to stay on track.
• Reflecting on past wins helps set future goals.

Chapters

00:00 The Role of KPIs in Goal Achievement

00:50 Implementing Digital Vehicle Inspections

04:08 Reflecting on Wins from the Past Year

09:46 Understanding Customer Perspectives

12:22 Building Credibility Through Inspections

13:33 Setting and Reviewing Goals

17:08 The Importance of Profitability

21:25 Wins and Future Goals for 2026

Check out the 20-second clip of the episode drop 2/13/26