Maximum Octane

Most shop owners assume back-office losses come down to surface issues like bad hires or outright theft. But the real problem is much deeper. As Alex Saladna, co-founder and CEO of Wicked File, explains, complications arise when back-office processes slip, and you can no longer ensure where your money is going. Unfortunately, he learned the hard way when his family’s 10-shop operation lost $180,000 in six months. In that moment, he realized how much damage a lack of repeatable systems and accountability can do.In this conversation, Jason and Alex dig deep into common shop financial issues, including invoice tracking, parts reconciliation, and vendor accountability, to understand how they lead to loss in even the most well-run shops. They also discuss AI-powered tools and how they can help close the gap. Moving from monthly to weekly or daily reconciliation can be the small change that shifts everything, especially when it comes to financial leakage. Having the tools isn’t exactly helpful if they’re not being implemented properly. That’s where Alex and Wicked File come in. He shares a key example, highlighting how his company can pull invoices through automated email integration instead of using manual processing. As the conversation continues, he also tackles practical internal issues like employee resistance to new processes and the difference between valid feedback and pushback. Whether you run one shop or ten, this episode is a practical look at where money disappears in the back office and what it actually takes to stop it.Tune in to episode 152 of Maximum Octane if you've experienced loss or are curious how to improve your back-office processes to prevent a devastating discovery in the future.Episode Takeaways:(04:20) Alex's family shops lost $180,000 across their locations in six months due to the absence of a repeatable chain of accountability for tracking parts from purchase to installation or return.(07:28) AI tools can multiply back office capacity without adding headcount, helping to close that gap, effectively turning a five-day job into seven days of output.(10:02) Most leakage is accidental, not theft. Alex is clear that the majority of lost money comes from things like unreturned cores or missed vendor credits, not intentional wrongdoing. (12:30) Unused software capability is its own kind of leakage. Shops often pay for tools like DVI features already built into their shop management software but never build the process or expectation to actually use them.(17:37) Accountability is the ultimate litmus. Alex notes that a lack of documented processes and accountability is one of the biggest things that shrinks a shop's valuation.(19:57) Managing team dynamics when new processes and systems are being implemented.(24:59) Alex shares a testimonial from Wicked File, showing how beneficial the work is.Connect with Alex SaladnaWicked File WebsiteWebsiteLinkedInLet's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com

As a shop owner, you tackle big issues like bay efficiency, DVI compliance, marketing, and advertising spend. But what about phone calls and operational communications? While it may sound mundane, recording your calls is one of the single most important factors in maintaining a healthy customer connection.In this episode of Maximum Octane, host Jason Patel sits down with David Boyd, an expert in communications and operations in auto repair and the founder of Call InBound. As a process engineer, he helped build serious internal communication networks. 10 years later, his focus has shifted to small businesses in the auto space, but his passion for connecting shops with the people who value them most remains true.Recorded live at Orlando’s SuperConference 2026, the two chat about call center communications, specifically the benefits of call recording. David opens the conversation with a strong point about how it can amplify the effectiveness and efficiency of calls when used correctly and build better relationships. The first 15 to 20 seconds of a phone call can tell a lot about your customer's feelings. And if you're not recording it, you could be missing out on vital data. It's a common blind spot many shop owners miss, but David offers insight into the solution and tips to help you get back on track. He also discusses AI tools in the industry, the current state of VoIP adoption, and why over-scripting often leads to a less personable customer experience. Shop owners, GMs, and service advisors, this one is for you.Tune in to episode 151 of Maximum Octane if you've ever wondered how to improve your customer communication but didn’t know where to start.This one's for shop owners, GMs, and service advisors who know their phone skills matter but have never had a real system for improving them, and especially for multi-location owners trying to keep the customer experience consistent from one shop to the next. If you've ever wondered what's actually happening on the calls you're not listening to, this episode will make you want to find out.Episode Takeaways:(01:19) From Six Sigma to auto repair. How David's background as a corporate process engineering led to the development of Call InBound. His outsider's eye is a big part of why his advice lands differently than the typical industry vendor.(05:42) David pushes back on the fear that spiked a couple years ago when AI hype first hit the industry. (07:55) David estimates at least 50% of aftermarket shops have moved to voice-over-IP, and even shops that think they still have an old landline are often running VoIP underneath it. (09:44) What does the front office sound like, feel like, smell like. He splits communication into two buckets worth auditing separately, effectiveness and efficiency.(14:00) "That phone is your cash register." A line David borrowed from a fellow SuperConference instructor.(15:27) The Graham Auto Repair example. A two-location MSO in Washington where the second, newer location wasn't delivering the same customer experience as the flagship shop. (17:12) The "Care Composite." David explains Call InBound's system that runs calls through an AI analysis built around a specific prompt of what a good call should include, scoring against nine or ten attributes (31:31) Guardrails, not a center line. David's closing advice on call center and call recording best practaces.Connect with David BoydWebsiteLinkedInLet's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com

Customer communication is essential for success. But what does that really mean? Too often, shop owners are relying on outdated software installed on day one. It’s not the best, but it works, right? Wrong. This episode is all about learning to utilize multi-channel communication strategies that actually help you and your customers stay connected.In this episode of Maximum Octane, hosts Kim Hickey and Jason Patel sit down with Melanie Sypolt and Robert Whitehurst from Epicor Service CRM. Together, they have over a decade of customer relationship experience with a specific focus in auto repair and retail shops.The conversation covers the basics of correspondence and the importance of customer outreach. Both are topics most shop owners deal with daily, but the group digs deeper, giving an in-depth analysis of what can happen when you put the right systems in play. For example, text and email blasts for promotional use or getting creative with social media campaigns to increase engagement. They even talk about AI and best practices in this customer-facing business. The idea is to improve not just your customer relationship but also retention rates and ultimately drive revenue to your establishment.Tune in to episode 150 of Maximum Octane if you’re looking for new ways to keep your customers coming back, marketing campaigns, engaging ideas for slow months, or effective strategies to grow your customer base.Episode Takaways:03:49 Customer care goes beyond the shop and can be the catalyst to building a long-lasting relationship.06:40 “Don't set it and forget it. You've got to stay involved." Melanie and Robert talk about the importance of personalized automated messaging.13:02 Why “blast marketing,” whether in the form of text or email, can be an effective tool during slow months15:16 Transparency can make or break a customer relationship in today’s competitive landscape. 18:03 How to overcome marketing hurdles like a professional and industry veteran21:04 The role of AI in marketing, including how to maximize its benefits to easily implement things easily24:42 Communication has changed over the last 10 years, but these tips are essential if you want to stay current.26:53 Meeting customers where they are is a great way to build a lasting relationship.29:06 The Smart Quoter: a twenty-four-hour day, seven days a week service advisor, giving a quote within about thirty secondsConnect with Melanie Sypolt LinkedInConnect with Robert WhitehurstLinkedIn Let's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com

Money can make or break your dream, but securing it isn’t always easy. SBA loans, KPIs, and retained earnings? It can all sound like gibberish to the untrained ear. Instead of sifting through the acronyms like parts at a chop shop, enlisting a specialist can be the key to reaching your goals. In this episode, host Kim Hickey chats with PJ Scalf from Seacoast Bank to get to the nitty-gritty of shop financing. PJ specialises in SBA lending and works exclusively with auto shops across the United States. His experience gives him a unique perspective on the industry and makes him a valuable resource for owners looking to expand. Whether you’re looking to acquire commercial real estate or simply amplify your reach, capital is essential, and PJ’s expertise can help.His conversation with Kim dives deep into the SBA loan process, a common hurdle for many small shop owners. Over the 30 minutes, they cover hot topics like what to consider before applying as well as the loan’s limitations. PJ breaks down the structure of the two main SBA loans, the 504 and 7A, showing how they can be used in tandem to solve big money problems without assuming all of the risk. They also cover the importance of maintaining a good credit line, how to leverage it, and how it can put you in the best position for expansion.Tune into episode 149 of Maximum Octane if you're interested in boosting your finances, expanding your business, or learning more about the money moves behind the scenes. Episode Takeaways:03:56 The benefits of working with a banker specializing in auto shop finances.05:48 Understanding the Small Business Administration and the basic principles behind their lending process.08:01 How to use SBA lending for succession planning and maintain your independence as a shop owner.11:00 The difference between 504 and 7A loans, including the minimum and maximum dollar amounts the SBA works with.14:20 How to navigate the requirements and language of your loan so you can make the most of your new funds.15:34 When to consider an SBA loan, and who you should call for debt management if the ship goes overboard.18:54 What to know about interest rates in today’s economic climate and how to utilize that knowledge when applying for an SBA loan.23:03 Marketing advice for the lean and fruitful months that will blow your mind.26:26 PJ explains why having an unused line of credit can be more beneficial in the long run.Connect with PJ Scalf: LinkedInLet's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com

At some point, every shop owner questions the keys to success. Is it customer retention? Good leadership? Or maybe it’s having a strong digital footprint. The good news is you don’t go at it alone. Enter: KUKUI, the California-based auto repair shop marketing platform, working with shops to grow in every capacity.In this episode of Maximum Octane, hosts Kim Hickey and Jason Patel sit down with Connor Tracy, KUKUI’s director of partner development, to discuss the importance of partnerships. Their organic conversation feels like shop talk at the highest level, as they discuss the key factors affecting shop owners today.As Kim explains, Connor is a true jack of all trades in the industry. Within his 18-plus years of experience, he’s done it all, including nurturing shops, building websites, and analyzing market trends. In this open discussion, he tackles the top issues shop owners face and offers guidance on how to navigate them in the future. For example, the significance of time management, the misconceptions of AI’s capabilities, and the evolution of the digital footprint. Tune in to episode 148 of Maximum Octane if you're ready to take the next step to keep your auto shop current in the ever-evolving landscape. With platforms like KUKUI and experts like Connor Tracy, you’re sure to be one step ahead.Episode Takeaways:03:36 The value of a good partnership: how KUKUI works with you from day one to maximize the footprint of your shop.06:43 How AI tools can help support your shop and, more importantly, why you and your partners need to understand the basics.10:31 The paralysis by analysis: why shop owners are constantly becoming overwhelmed by new technologies and how to avoid it.14:13 Connor stresses the importance of time management and carving out moments to ensure your marketing tools perform at the intended level.16:56 Handling customer issues with care is shop 101, but this data proves that common interruptions can have a lasting impact on your business goals.19:40 Website performance trumps aesthetics every time in this industry, so why not invest in platforms built for efficiency and customer loyalty instead of cool graphics?22:22 Conner explains that while social media is evolving, it can still be a vital asset if you modernize your marketing approach.29:39 Conner locks in how to leverage AI tools for success, emphasizing that they work best when you put in the extra effort.Connect with Connor Tracy:LinkedInKUKUI websiteLet's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com

Human resources often gets a bad rap. It’s been stigmatized as the last resort for managing harassment claims and inner office conflicts. But the department and the people behind it do so much more.In this episode of Maximum Octane, Jason Patel sits down with Lindsay Kvasnik, an HR veteran with over 17 years of experience and founder of Rosebud Consulting HR. She’s held almost every position in the field, including recruiting, coordinating, and managing. Now she’s changing the narrative, helping companies build upon their vision to grow and thrive in different industries.Throughout the conversation, Lindsay tackles pressing topics such as strategies for business growth, the importance of company culture, AI’s impact on HR practices, and navigating state-specific regulations. She also talks about what HR looks like for small business owners and entrepreneurs, sharing her own experience building a team and a dependable company for her employees. The key lies in the foundation, which Lindsay notes can only be improved with a great HR team.Tune in to episode 147 of Maximum Octane if you’re interested in improving your company’s HR practices or gaining a better understanding of how HR functions, especially as the climate shifts under the weight of AI.Episode Takeaways:06:39 Why planning in smaller bits as opposed to setting big, audacious goals can help your business hit major milestones and grow09:31 The second biggest mistake Lindsay sees business owners make: Failing to implement policies and procedures in your auto shop 10:24 How to manage lateness in your auto shop and why it’s important to be flexible with your staff12:45 How staying true to your original mission helps build company culture and why it’s important in the workplace14:15 Thinking about the bigger picture, “what you want your business to do moving forward”, and creating a plan for your business to evolve16:54 Should business owners still be writing their own policies? Lindsay explains why AI tools can be beneficial for new shop owners without an “HR mind”20:02 How to use AI to help your business grow and its true place in the HR world 23:21 Rosebud Consulting can service all 50 states, meaning they know the nuances of state-specific regulations and how to navigate them25:44 How to use HR to your advantage and turn your business into a lasting success Connect with Lindsay Kvasnik:LinkedInVisit Rosebud Consulting HR’s websiteLet's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com

Most collision shops have spent the last 50 years letting insurance companies bring them work and calling it a strategy. It worked for a long time. It's working a lot less now, and the shops that haven't built any presence outside of their DRP relationships are starting to feel it. This episode is for every body shop owner who has ever said "we don't need to market" and is now wondering why the bays are quiet.In this episode of Maximum Octane, Kim Hickey, Jason Patel, and ATI collision team leader Mike Paim sit down with Daniel Burkholder, founder of BodyShop Marketing and author of a complete internet marketing guide for the collision industry. Daniel grew up in his family's collision shop, spent years in shop management, and in 2023 launched the only marketing firm in the country built exclusively for body shops. He has seen the same blind spots across shops coast to coast, and he is not shy about naming them.The conversation covers why the collision industry's historic dependence on DRPs has created a marketing blind spot that is becoming a real liability, why SEO and AI search results are now the highest ROI channel for body shops, and why spending money on marketing only when things get slow is exactly backwards. They get into brand building, the difference between search-based and awareness-based marketing, the importance of tracking every dollar spent, and why the shop that does not tell its own story is letting the algorithm write one for it. Daniel's two-part closing message is about as direct as it gets.Tune in to episode 146 of Maximum Octane if you own or coach a collision shop and you are still relying on referrals and insurance relationships to fill the calendar. The market is shifting, the search landscape is shifting, and Daniel makes a compelling case that the shops building their brand right now are the ones that will be standing when it does.Episode Takeaways:01:54 Why body shops came out of COVID fully booked and still skipped marketing, and why that mindset is exactly what puts them in a bad spot today07:01 The marketing spend benchmarks most collision shops have never heard: 5% of revenue to maintain, 10% to grow, 15% to grow aggressively09:21 How decades of DRP dependence became a limiting belief, and why shops convinced they "can't market" are wrong but not entirely without reason13:51 Why younger shop owners who think they can handle marketing themselves are making the same mistake as owners who have never touched it20:26 Where BodyShop Marketing sees the best ROI for clients right now: organic search, Google Ads, and the rapidly growing AI search landscape21:28 The second biggest problem Daniel sees across the industry: shops spending money on marketing with zero tracking and no idea what's working25:15 Why you can't turn on marketing when things get slow, and why Daniel will turn away shops that are already in trouble26:10 The long game of brand building: what it looks like when a shop owner's name becomes what people are searching for, not just the service29:29 The Safelite and Nike argument for why collision shops should be marketing even when they are fully booked34:32 Daniel's two closing takeaways for every shop owner: start marketing now, and track every single dollar you spendConnect with Daniel Burkholder:LinkedInBodyShop MarketingConnect with Mike Paim:LinkedInLet's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com

Most shop owners who invest in shop management software are using maybe a third of what they're paying for. They swap the old manual process for a digital one, call it an upgrade, and move on. But that's not an upgrade; it's just a translation.In this episode of Maximum Octane, Jason Patel sits down with Brett Kinsfather and Zack Buffum from Shopmonkey, a shop management software platform that's been in the space since 2017 and now runs a team of over 220 people. Brett comes from a deep background in automotive and focuses on industry partnerships and education. Zack is the director of training and operations and was there almost from the beginning. Together, they bring both the shop-floor perspective and the software side of the equation.The conversation covers a lot of ground: why shops keep bolting new software onto broken processes and then wonder why nothing changes, what Shopmonkey sees as the most underutilized features across the industry (DVIs and canned services top the list), and how fewer than 15 percent of auto repair shops have a functioning DVI in place despite the technology being available for nearly a decade. They also get into the customer experience conversation, what it really means to map the full customer journey, why a shop's competition for experience is not the shop down the street but every great experience that customer has ever had, and how to make vendor relationships actually work in both directions.Tune in to episode 145 of Maximum Octane if you have shop management software and a nagging feeling you're not getting everything out of it, or if you're thinking about switching platforms and want a clearer sense of what to look for and how to implement it right.Episode Takeaways:04:15 The Shopmonkey Foundation and "Maintenance for Moms": why the company built a nonprofit from day one and what it says about how they run the business09:24 The real mistake shops make with new software12:15 Tools cannot replace processes17:47 Why DVIs and canned jobs are the two most underutilized features in shop management software19:44 Less than half of shops use DVIs at all, and less than 15 percent have one properly implemented21:00 Why Brett recommends auditing your DVI usage every six months, not just at implementation26:21 A shop's real competition for customer experience is not the dealership down the road30:27 How to actually get more out of your software vendor36:39 How Shopmonkey rebuilt its support structure after realizing customers couldn't reach a real personConnect with Zack Buffum:LinkedInConnect with Brett Kinsfather:LinkedInVisit Shopmonkey’s websiteLet's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com

Most shop owners say they want a great team. What they actually build, without realizing it, is a team of people they're too afraid to hold accountable. This episode is a candid, unscripted conversation with two veteran owners who both hit that wall, blew up their teams, and rebuilt them the right way.In this episode of Maximum Octane, Jason Patel sits down with Woody Howard of Simpsonville Automotive in Kentucky and Fred Gestwicki out of Canton, Ohio, both with nearly 30 years in the industry. Neither of them came in with a list of talking points. They just talked shop, which is exactly what makes this one worth your time.The conversation covers the failure philosophy both owners live by and why letting your people fail on purpose is one of the most important things you can do for their development. They trade stories about teams that quit on the same day, techs that plateaued and couldn't grow, and the hard calls that turned out to be the right ones. They get into hiring for initiative over intelligence, why you should always be interviewing even when you're fully staffed, how to handle extended warranties as a payment method without losing margin, and a simple productivity hack Fred uses every few months that costs nothing and reveals everything.Tune in to episode 144 of Maximum Octane if you've ever held onto someone longer than you should have, struggled to get your team to perform without you standing over them, or wondered why your shop never seems to produce as much as it should. Woody and Fred have both been there, and they are not shy about what it actually took to get out.Episode Takeaways:01:49 The three-legged stool moment: what a wheel balancer taught Woody about building a stable business03:12 Why giving your team clear lanes of failure, not just job descriptions, is what actually builds accountability05:35 The bolt-breaking exercise: how Fred teaches young techs what failure feels like before it costs a customer08:17 How Woody's four-day work week experiment wiped out almost his entire team, and what he found on the other side10:23 Fred's hard lesson about hiring for potential instead of who someone actually is right now14:49 The 24-year-old service advisor who turned out to be the real secret sauce, not the $200K tech21:50 When Fred fired a tech over a near-accident, his team asked for the tech back, and why he rehired him under a 90-day restart30:27 Fred's productivity hack: bring a laptop, sit in the shop, say nothing, and just watch for a full day36:48 How to frame extended warranties as a method of payment, not a fight, and why copying the customer on every communication changes everything39:37 Fred's closing thought: every day, start with your vision and make sure who you have is actually getting you thereConnect with Fred Gestwicki:LinkedInFix It with Fred websiteFix It with Fred InstagramFix It with Fred FacebookFix It with Fred XConnect with Woodrow Howard:Simpsonville Automotive websiteSimpsonville Automotive FacebookPhone: (502) 385-4735Let's connect:WebsiteLinkedInFacebookEmail: info@maximumoctane.com