Rehearse to Win: The Secret to Service Advisor Confidence [RR 1045]

About this episode

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded at the Institute Summit 2025, this episode features brothers Jason and Patrick Brennan in a powerful conversation on leadership, innovation, and growth in the automotive industry. Jason emphasizes redefining training through real-world rehearsal practice for service advisors and technicians, and using “education” language to promote a culture of ongoing development. Patrick brings his marketing expertise to the table, stressing the importance of reputation management and direct response strategies for businesses. Together, they explore how strong leadership, peer networking, and a healthy company culture attract talent and fuel long-term success. Jason Brennan, Fine Tune Auto Service, Lansing, IL and Hobart, IN. Show Notes Watch Full Video Episode The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/ Introduction (00:00:00) Transition from Plumbing to Automotive (00:02:05) Customer Service and Service Advisor Training (00:03:01) Training vs. Education in the Industry (00:05:15) Reputation Management (00:07:58) Daily Training and Rehearsal Practices (00:09:28) Improvements from Training and Peer Critique (00:12:17) Team Building and Individual Improvement (00:14:08) Teaching as Mastery and Knowledge Sharing (00:22:12) Defining Success and Perseverance (00:23:08) Peer Review and Networking Groups (00:25:16) Innovation and Customization in Business (00:29:36) Attracting and Hiring Smart People (00:30:05) Marketing Strategies for Shops (00:31:42) Organic Social Media and Community Building (00:33:32) Work-Life Balance and Turning Points (00:34:10) Joining Peer Groups and Business Turnaround (00:35:36) Leadership Development and Delegation (00:37:07) J Closing Reflections and Family Involvement (00:38:05) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on Twitter: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm