Kathleen Callahan built Xpertech Auto Repair from four bays to six over 21 years—but not by chasing volume. In this episode of the Origin & Impact series, she reveals how prioritizing quality over quantity transformed her profitability, culture, and sustainability.

When she became sole owner in 2009, Kathleen learned operations on the fly. With coaching, process development, and team alignment, she evolved from a hands-on leader into a strategic architect of her business.

The real challenge hit when a key technician walked out mid-job. Kathleen used it as a pivot point—restructuring roles, onboarding assessments like DISC and driving forces, and reinforcing clear workflows so that the shop could survive without her in the trenches.

Today, Xpertech runs under a “smarter, not bigger” philosophy. Kathleen tracks success through hours per ticket, customer experience, and team empowerment—not just car counts. Her story is proof that disciplined systems and culture beat unchecked expansion.

For shop owners and marketers: this episode is a playbook for leading with clarity, building with intention, and growing without burnout.

Guests:
Kathleen Callahan — Xpertech Auto Repair — Englewood, FL

What You’ll Learn (Shop-Owner Takeaways):
• How to boost hours per ticket without adding bays
• What to do when a top tech walks out
• Integrating DISC & driving forces into hiring
• Shifting from doer to architect
• Structuring advisor, tech & production roles
• Using coaching to drive real change
• Why quality-focused growth outlasts volume growth
• Protecting your shop’s legacy through data control

Timestamps
00:00 – Intro
00:45 – Kathleen’s Shop Story & Core Values
02:30 – Quality Over Quantity Philosophy
04:10 – Defining Hours Per Ticket
06:00 – Advisor / Tech / Production Roles
08:15 – Solving Advisor Role Overload
10:00 – Tech-Led Estimating & DVI Work
12:00 – Communication Flow & Process
13:30 – Presenting Work to Customers
15:00 – Market Trends & Autonomy
17:20 – Zoning & Expansion Hurdles
19:10 – Policy’s Influence on Repair Shops
21:00 – The Right to Repair & Access
23:00 – DISC & Driving Forces for Culture
25:30 – Crafting a Balanced Team
27:10 – Handling a Technician Walkout
29:00 – Rebuilding Structure On The Fly
31:00 – Coaching’s Mindset Shift
33:20 – Selecting a Coach That Fits
35:00 – Scaling Without Chaos
37:00 – Marketing, Data & Legacy
38:45 – Final Advice for Shop Owners

Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more shop-owner panels & Origin & Impact stories.
Want to be a guest? Share your story in the group.

Links
Next Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspx
Grid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspx
Request a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspx
Join the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspx
Partnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspx
Garage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopowners
Spotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993
YouTube: https://www.youtube.com/@aashopmarketing
Podcast: https://creators.spotify.com/pod/profile/garagegrit

Keywords
auto repair growth, shop marketing, leadership, hours per ticket, SOPs, DVI estimating, coaching, shop culture, independent repair, technician hiring, Right to Repair, DISC assessment, business structure, team alignment, shop owner mindset, data control, sustainable growth

EPISODE METADATA
Episode Number: 043
Guests: Kathleen Callahan
Shop Name: Xpertech Auto Repair
City/State: Englewood, FL