Schedule

The Complete Customer Experience – Stop Losing Them Before, During, and After the Sale

Today’s automotive customers decide who they trust long before they ever call your shop. This presentation shows automotive repair shop owners and managers where customers are really being lost—from outdated websites and poor online visibility, to missed opportunities on the phone and in the waiting area. You’ll learn how modern website design, Google Ads marketing, clear communication, and a professional shop environment work together to build trust, generate better leads, and turn customers into long-term advocates. Practical, real-world examples make it clear how small improvements can lead to measurable growth and higher-quality repairs.

Winning looks different when you have been in this business a while.

This class is a practical, down-to-earth conversation about building a shop that remains steady over time. Not just meeting this year’s goals, but creating a business that continues to function as roles shift, teams grow, and leadership evolves.

With a background spanning 30 years on shop floors, in leadership roles, and working closely with independent shop owners, Melissa “Birdie” Patterson focuses on what actually works in real shops, not theory.

You will explore how winning culture is built through consistency, clarity, and follow-through. How leadership shows up in daily decisions, communication, and expectations. And why strong shops rely on clear standards and repeatable systems instead of heroics, hustle, or constant oversight.

This class introduces practical leadership tools you can use immediately. Simple frameworks, clear questions, and repeatable habits that support alignment, reduce dependency on one person, and build trust across your team. These tools are designed to strengthen operations, stabilize culture, and support continuity over time.

Whether you are building internal leaders, involving family members, or creating future options for the business, this class focuses on building a shop that works well without constant intervention.

If you have ever thought, “I want my shop to run without me chasing every loose end,” this class was built for you.

Beyond the Build: Leadership & Systems for a Stronger Transmission Shop

Technical excellence is essential, but it’s not enough to build a strong, resilient transmission shop. This session shows how leadership clarity, role alignment, communication, and simple business systems directly impact cycle time, comebacks, customer trust, and profitability. Learn how to reduce bottlenecks, improve decision flow, and create consistency so your technical expertise is supported by a stronger, more stable business.

Who Should Attend

• Transmission shop owners
• General managers and shop managers
• Service advisors and customer-facing leaders
• Lead technicians or foremen involved in decisions
• Any transmission shop leader responsible for workflow, profitability, or team performance

Speaker: Jay Gubrud

Program Focus: Mastering the art of change before it masters you.

Change doesn’t ease in with a signal — it often hits the gas and demands you keep up. Whether an organization is evolving, pivoting, or accelerating into uncharted territory, leaders must shift mindset, direction, and momentum with intention. This high-energy session equips participants with the clarity, courage, and practical tools to navigate change with confidence — and lead others to do the same.

Participants will:

• Set bold, productive expectations amid uncertainty
• Explore the 4 core reactions to change — and how to turn resistance into results
• Build empowering, adaptable mindsets for yourself and in others
• Pinpoint the 15 most common action blockers — and learn how to bust through them
• Overcome the 4 big fears that paralyze progress
• Break free from limiting roles, routines, and beliefs
• Gain simple and proven strategies to release the old and embrace the new

It’s time to stop dreading change — and start driving it.

Program Focus: Eliminating everyday roadblocks to accelerate success. The road to success isn’t always smooth — it’s cluttered with detours, delays, and distractions that can derail even the most talented professionals. This bold, fast-paced session pulls from the best of Jay’s high-impact programs to help participants spot and steer around the daily roadblocks that stall growth. Whether it’s mindset, conflict, fear, or “difficult people,” this program equips your team to shift gears and power forward — with clarity, resilience, and drive.

 Participants will:

• Build empowering new assumptions that fuel innovation
• Conquer the 4 fears that sabotage momentum
• Master techniques for productive conflict and courageous conversations
• Handle tough personalities without losing your cool — or your course
• Create meaningful connections that open doors
• Deliver and receive feedback that inspires action

In this session, Jon will explain how to apply “Special Forces” leadership tactics in your shop. You’ll be amazed at the similarities between running a shop and leading a military operation. He’ll also lace in some stories of actual missions demonstrating the importance of teamwork centered on mission success.

In your shop environments, you might think of self-directed work teams as your ODA teams.

Here are a few examples the leadership topics Jon will address.

• HOOAH! Why and when do we say it. Create your company HOOAH!
• To succeed, you need a worthwhile mission or goal with measurable intermediate targets, and ultimate objectives.
• Management by objectives and self-directed work teams.Take it from strategy creation to plan execution to Mission
• Accomplished.
• SWOT Analysis – Self SWOT analysis and Enemy (Competitor) SWOT analysis.
• Be brutally honest with yourself and your team.
• Plan your mission with the team you have – not with the team you wish you had.
• Mission Preparation – It’s better to have and not need, then to need and not have.
• Leading prima donnas.

Jon says, “The team leadership process is the same, but the risks and rewards are dramatically different; in business, success is measured in profit; in the military, success is measured in mission accomplishment.”

Winning Culture isn’t just posters on the wall; it’s understanding that the shop only wins when the customer wins. – Coach Thom Tschetter

A winning culture begins the moment a customer pulls up to the curb and continues all the way through the front office, the shop floor, and back again. In this 90-minute session, we’ll explore one of the most overlooked and even avoided aspects to building and sustaining a winning culture inside today’s transmission shops.

Believe it or not, at the heart of every strong culture is a team that understands profitability – not as a dirty word, but as the oxygen that keeps the shop alive. This presentation breaks down, in plain language, where paychecks actually come from, where profit is created (and lost), and how all roles in the shop: service advisor, technician, rebuilder, and manager directly affect the bottom line and, most importantly, customer satisfaction.

We’ll examine:

• The psychology of winning – winning teams that know the rules of the game and how to keep score perform better.
• Why technicians and rebuilders must understand how their efficiency, accuracy, and decisions – not just billed labor hours – impact gross profit.
• The true cost of a mistake, comeback, or rework – how many additional jobs or dollars must be sold and produced to recover the cost.
• The critical difference between being busy and being profitable.
• How financial transparency – understanding the numbers – builds trust, accountability, and pride in workmanship – cornerstones of a winning culture.

This session connects the dots between company culture, role clarity, and cash flow, showing how shops that teach their teams to think like business owners – not just employees – create stronger morale, higher quality work, and long-term success.

To help attendees put these ideas into action immediately, participants will receive a complimentary, downloadable PowerPoint slide deck called “Where Does My Paycheck Come From?” They can use the presentation at their own shops for a simple, no-nonsense team meeting. It walks employees through the basics of profitability, and how everyone plays a role in winning.

Winning culture isn’t about squeezing more production out of your people. It’s about helping them understand why what they do matters, how it affects everyone else in the shop, and how shared responsibility leads to shared wins for the shop and its customers.

Because when everyone understands how the game is scored… they can start playing to win. – Coach Thom Tschetter

Developing and Maintaining a Winning Culture Under Pressure
How trust, clarity, and accountability build teams that win—every time

Every shop and business has a Culture. Very few of them are intentional and intelligent. Most of them just happen. Learn how to grow a Winning Culture based on PEACE: Professionalism, Engagement, Awareness, Caring, and Excellence. Design Policies that produce the outcomes you need. Use Practices that keep everyone informed and fully aware. Follow Workflows that produce consistent Excellence. Build Relationships that prove that you care. The goal of a culture is to produce the kind of products and people that make you want to be there and stay.

The Walk Thru: It’s Game time!