A third-generation tire shop turns the corner by adding mechanical service—and learns the hard way that customer experience, workflow, and messaging must evolve together. In this episode, we dig into how clear communication and simple process changes lifted ARO while keeping trust high.
Alex grew up in his family’s shop (founded in 1969), took over in 2021, and inherited a high-volume tire operation with extreme seasonality. Moving from “tires only” to a fuller service model forced new habits: inspections, advisement, and slower, more thorough service—without losing the speed that kept customers loyal.
The transition exposed blind spots: unannounced DVIs that annoyed longtime customers, seven advisors double-booking fifteen bays, and a Q1 cash crunch from payroll during slow months. Instead of guessing, Alex joined a dealer 20-group, got roasted (constructively), and prioritized two fixes: explain DVIs up front and appoint an expediter to control bay flow.
Results followed. Announcing a “free, non-invasive multi-point check” set expectations and reduced pushback while still surfacing safety issues. A single expediter (air-traffic control) stopped advisors from tripping over each other. Lightweight tools—AutoFlow for DVI/status and a shared calendar (TimeTree) for road-service—kept the mixed workload moving.
Now Alex is documenting SOPs (consistent offers from every advisor), planning a cleaner, simpler six-bay second location, and time-boxing winter for cleanup projects rather than layoffs. Shop owners will walk away with a playbook for communicating DVIs, fixing scheduling chaos, and aligning marketing with operations so new calls actually convert.
Guests:
Alex Skander — Skander Tire
What you’ll learn (shop-owner takeaways):
Clarify DVIs as “free, non-invasive” before any work
Use an expediter to stop advisor double-booking
Match inspection depth to job scope and consent
Track car status (temporal) and bay location (spatial)
Smooth seasonality without layoffs via Q1 projects
Document SOPs so every advisor sells consistently
Market–ops alignment: calls only matter if you convert
Prioritize two fixes before tackling a long improvement list
Call-to-Actions
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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 marketing, shop owner coaching, digital vehicle inspection, DVI scripting, expediter role, bay scheduling, AutoFlow, SOPs for advisors, ARO growth, hiring technicians, tire shop to mechanical, seasonality planning, road service scheduling, customer experience, operations and marketing alignment, shop workflows, small business leadership, second location planning, reviews as feedback, process improvement
EPISODE METADATA
Episode number: 47
Guests: Alex Skander
Shop name: Skander Tire & Auto Service
City/State: Butler County, PA