Growing a shop starts with staying connected to the people who already trust you. In this Origin & Impact episode, Steve Finzel explains how communication, CRM systems, advisor training, and a consistent customer experience became the backbone of his growth. His story gives shop owners a clear roadmap for turning better communication into real marketing momentum.Steve began his career as a technician, eventually taking over a struggling two-bay shop and rebuilding it from the ground up. The early years pushed him to understand customers, build trust quickly, and learn the business side the hard way — all lessons that shaped the future of Finzel’s Master Tech.As his operation expanded into multiple buildings and 19 bays, new challenges emerged: rising costs, ADAS requirements, staffing, workflow control, and the need for a consistent brand experience. Steve realized that scaling wasn’t just about equipment or space — it was about communicating clearly, training advisors, and ensuring every customer touchpoint matched the shop’s standards.With coaching, digital systems, CRM-driven outreach, and a stress-free in-shop experience, Steve refined his business into a customer-first operation. Consistent communication improved retention, digital inspections increased trust, and marketing became more effective because the experience matched the messaging.For shop owners and marketers, this episode shows why communication IS marketing. When you keep in touch with customers the right way, growth becomes predictable — not accidental.Guests:Steve Finzel — Finzel’s Master Tech — Terre Haute, INWhat you’ll learn (shop-owner takeaways):How consistent communication drives retentionWhy CRM touchpoints matter more than everHow advisor training improves marketing ROIWhen ADAS calibration becomes a liability riskWhat makes a stress-free customer experienceHow coaching accelerates shop performanceWhy systems must match your marketingHow to scale without losing customer trustCall-to-ActionsGot 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.LinksNext Step Guide: https://www.aashopmarketing.com/aashopmktg/public/next-steps.aspxGrid Request: https://www.aashopmarketing.com/aashopmktg/public/grid-request.aspxRequest a Call: https://www.aashopmarketing.com/aashopmktg/public/request-a-call.aspxJoin the Podcast Panel: https://www.aashopmarketing.com/aashopmktg/public/join-panel.aspxPartnership Info: https://www.aashopmarketing.com/aashopmktg/public/partnership.aspxGarage Grit Facebook Group: https://www.facebook.com/groups/forautorepairshopownersSpotify: https://open.spotify.com/episode/1MFNXgGMqMQzKCeDuslkkg?si=42fc7c4da4834993YouTube: https://www.youtube.com/@aashopmarketingPodcast: https://creators.spotify.com/pod/profile/garagegritKeywordsauto repair marketing, CRM communication, customer retention, shop coaching, ADAS calibration, advisor training, shop leadership, digital inspections, workflow management, auto repair profitability, mechanical shop growth, repair shop operations, front desk communication, small business marketing, auto repair SOPs, retention systems, service advisor development, customer experience strategyEPISODE METADATAEpisode number: 52Guests: Steve FinzelShop name: Finzel’s Master TechCity/State: Terre Haute, IN

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