Automotive Excellence SUMMER 2025_01_09-22-2025_DIGITAL - Flipbook - Page 16
PHOTO: JOE KLEON
A HUMBLE START WITH A HEART FOR SERVICE - CONT'D
personal encouragement are all
part of the day-to-day. “Happy
techs mean happy customers,”
he says.
LOOKING AHEAD: GROWTH
WITH INTEGRITY
Fred seeks growth opportunities,
including a dedicated light-duty
diesel location to meet demand.
He insists, however, that growth
must stay true to the shop’s
values. “We want to grow, but we’ll
never lose the personal touch.”
QUARTERLY REVIEW SYSTEM
At Fix-It with Fred, performance
follows a clear process. The shop
recently rolled out a new quarterly review system, built around
annual goal setting with check-ins
every quarter. Each team member
sets three SMART goals every July,
and those goals are printed and
displayed prominently on their
toolbox or workstation.
This visible accountability helps
keep individuals focused and
fosters a culture of shared support. “When your goals are right
in front of you, not only do you
stay on track, but your team‑
mates can help you get there,”
Fred explains. To lead by example, Fred publicly shares his own
goals with the team at the end of
the review cycle.
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STAYING AHEAD OF
THE COMPETITION
Fred is always looking for ways
to stay ahead, especially as
local shops raise their game.
His latest upgrade: TechMetric,
a fully integrated point-of-sale
system that combines digital inspections, built-in financing, and
text-to-pay functionality.
“Other shops use TechMetric, but
they don’t tap into what it can re‑
ally do,” Fred says. He’s dedicating
time to fully build out the platform
before a full launch in mid-August.
For customers, it means clear
reports, real-time estimates, and
seamless mobile payments. For
staff, it means less guesswork,
faster processes, and AI tools that
support advisors.
perience every time. “If you follow
it, the customer will be happy—
every time,” Fred says. This consistency builds trust, fuels word-ofmouth referrals, and reinforces
the shop’s reputation for quality.
It’s all about delivering excellence,
not just repairs.
EQUIPPING TECHNICIANS
FOR SUCCESS
Technology helps Fred set his
team up for success. Every technician and advisor has their own
tablet, and the shop has Wi-Fi
and printer-ready workstations.
“Technology should be a tool—not
a barrier,” Fred emphasizes. By
removing friction, the team can
focus more on fixing cars and less
on navigating clunky systems.
LIVING THE GOLDEN RULE—
SHOP EDITION
“I’m making sure everything
our team needs is right at their
fingertips—so they can focus on
fixing cars, not chasing info,”
Fred adds.
Fred operates his business with
a simple but powerful principle:
treat others the way you want to
be treated. “If I expect someone
to show up on time for a meeting
with me, I better show up on time
for them,” he explains. It’s a shopfloor version of the Golden Rule—
give respect, show integrity, and
lead with the kind of behavior you
would hope to receive in return.
This mindset shapes everything
from customer interactions to
team dynamics at Fix-It with Fred.
CUSTOMER CARE & THE
BULLETPROOF PROCESS
Visit fixitwithfred.com for more
info, or scan below!
Fred's philosophy isn’t about
adding more cars to the schedule; it’s about adding more care.
At the heart of Fix-It with Fred is a
‘bulletproof’ process: a step-bystep system designed to deliver a
consistent, five-star customer ex-
