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Recorded at the TOOLS in Hershey, Pennsylvania, Jeff sits down with Canadian shop owners Frank and Margarita Wiebe of 3D Auto to share their first destination training event and the lessons they're bringing back to their shop. They share how the welcoming community helped them build new relationships, the value of technical and service advisor training, and why effective customer communication starts with selling value—not price. The conversation also covers diagnostics, shop processes, professionalism, preventive maintenance, and building a culture focused on continuous learning and integrity.
Timestamps:
00:00 Honesty With Customers
00:46 Meet Frank and Margarita Wiebe
01:42 Road Trip to Hershey
03:39 First Destination Training Event
04:26 Finding Community at TOOLS
06:30 Women's Dinner Experience
08:34 Their Podcast Journey
09:38 Tire Lifting Tips
11:12 Women in the Shop
13:18 Safety and Leadership Lessons
15:09 Favorite Training Sessions
21:11 Hershey Lodge Experience
23:32 Improving Customer Estimates
27:50 Building a Professional Shop Brand
29:48 Training Technicians and Using Lab Scopes
33:41 Battery Testing Best Practices
34:55 Preventive Maintenance Mindset
36:12 Doing Maintenance the Right Way
37:26 Advocating for Customers
39:04 Fleet Maintenance Success Stories
41:41 Why Phone Estimates Don't Work
43:51 Diagnose Before Replacing Parts
46:14 Handling Difficult Customers
51:39 Pricing and Setting Priorities
54:05 Free Services and Due Diligence
01:00:22 Tekmetric Experiences
01:04:13 A/C Season and Fleet Planning
01:06:31 Final Takeaways and Wrap Up
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