Tim Winkeler is the President and CEO of VIP Tires & Service, a multi-location tire and auto repair company operating nearly 80 locations across the Northeast. With decades of experience in automotive retail and operations, Tim has played a key role in scaling the business through disciplined growth, strategic acquisitions, and a strong focus on operational consistency.

Under his leadership, VIP has prioritized long-term customer relationships, clean data, and systems that support both employees and customers at scale. Tim’s perspective is shaped by running a large, complex organization while staying grounded in what actually works inside the store and after the vehicle leaves the bay.

In this episode…

Auto repair shops are under more pressure than ever to retain customers, protect their reputation, and operate efficiently across multiple locations. Yet many owners still treat what happens after the visit as an afterthought. This conversation focuses on why auto repair customer follow up has quietly become one of the most important growth levers in the industry and why ignoring it now comes at a real cost.

Tim Winkeler explains how intentional communication, automation, and clean data change customer behavior without relying on discounts or constant promotions. The discussion highlights a growing gap between shops that deliver great service once and shops that stay connected consistently. For owners trying to improve retention, reduce no-shows, and build long-term trust, auto repair customer follow up is no longer optional.

Here’s a glimpse of what you’ll learn:

[01:03] Who is Tim Winkeler?

[01:21] Discussion of repeat guest appearances and long-term industry relationships

[08:09] Overview of VIP Tires & Service footprint and current store count

[09:49] Decision to transition CRM and customer communication systems

[10:34 ] Immediate impact of CRM change on Google reviews and customer engagement

[14:07] Consolidating reputation management into a single platform

[15:25] Challenges of CRM transitions and the importance of clean customer data

[18:55] Integrating customer data with phone systems

[20:44] Announcement of VIP Tires & Service approaching its 100th anniversary

[22:24] Plans for customer and employee events tied to the centennial celebration

[25:11] Why longevity and consistency matter to customers and employees

[26:53] Emphasis on relationships as the foundation of auto repair service businesses

Resources mentioned in this episode:

• Tim Winkeler LinkedIn
• VIP Tires & Service Website
• Tread Partners
• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn

Quotable Moments:

• “I can tell you that the month that we turned over all of our CRM, our five-star Google reviews tripled.”
• “Our mission as a company is to earn a customer for life.”
• “So much of the experience is teed up prior to the visit and also post visit.”
• “Digitally, you have to be connected to your customers.”
• “Our customers are looking for reliability, stability, and consistency.”

Action Steps:

1. Audit your current auto repair customer follow up process to identify where communication stops after the visit.
2. Implement automated appointment reminders to reduce no-shows and improve vehicle count.
3. Clean and consolidate customer data to avoid duplicate records and inconsistent messaging.
4. Centralize reputation management so reviews, feedback, and responses live in one system.
5. Treat auto repair customer follow up as a core operational function, not a marketing add-on.

Jon Kloosterman is the Chief Operating Officer of Westside Auto Group, a six-location auto repair organization based in Michigan. With more than 17 years in the business, Jon has grown alongside the company, stepping into the COO role in early 2020 during one of the most disruptive periods the industry has faced.

Having experienced growth from the ground level through executive leadership, Jon brings a practical, operator-first perspective on scaling auto repair shop teams. His experience navigating multi-location expansion, team development, and cultural alignment makes his insights especially relevant for shop owners and leaders managing growth without burning out their people.

In this episode…

What if the real challenge with scaling auto repair shop teams isn’t growth itself but how leadership shows up once growth starts moving faster? Many shop owners push harder on metrics, processes, and controls, only to find their teams more stressed and less effective.

In this conversation, Jon Kloosterman breaks down why sustainable growth depends less on dashboards and more on people. As shops expand from one location to many, the pressure to standardize everything can quietly erode trust, ownership, and collaboration. Jon explains why scaling auto repair shop teams requires leaders to simplify, step back, and let culture mature especially when the numbers look good but something still feels off.

Here’s a glimpse of what you’ll learn:

[01:08] Jon Kloosterman and his role at Westside Auto Group

[01:20] Growing up and working in the same Michigan community

[03:40] Entering the auto repair industry unexpectedly

[04:59] Stepping into the COO role during the COVID shutdowns

[06:40] Expanding from three to six locations over four years

[09:29] What differentiates Westside Auto Group in competitive markets

[13:14] Recruiting through internal referrals and trusted networks

[14:20] Balancing technical ability with cultural fit

[18:17] Simplifying KPIs to align teams around shared goals

[21:31] Encouraging ownership through internal communication

[24:46] A guiding leadership principle for collaboration

[25:35] Book recommendation that shaped service and culture thinking

Resources mentioned in this episode:

• Jon Kloosterman LinkedIn
• Westside Auto Group Website
• Tread Partners
• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn

Quotable Moments:

• “There is no one of us that’s smarter than all of us.”
• “It all comes down to the team.”
• “Process and procedures are going to get you a certain distance.”
• “When you have teams start to gel, that’s when the cool things really start to happen.”
• “We can teach a lot, but culture fit takes time.”

Action Steps:

1. Reevaluate how you approach scaling auto repair shop teams by prioritizing cultural alignment before adding more KPIs or controls.
2. Simplify performance tracking so teams focus on shared goals instead of individual metrics.
3. Use internal peer groups or messaging channels to encourage problem-solving without constant top-down direction.
4. Hire for attitude and team fit first, then invest in training to build technical capability.
5. Give leaders real ownership by involving them directly in financial and operational reviews.

Andy Fiffick is the President & CEO of Rad Air Complete Car Care and Tire Centers, overseeing a network of multi-location auto repair shops in the Cleveland, Ohio area. With more than 50 years in the automotive industry, Andy began working on cars at a young age alongside his father, a diesel mechanic who instilled a “do it right the first time” mindset that still guides his leadership today.

After formal automotive training and a decade at Ford Motor Company while earning his business degree, Andy left corporate life to build his own repair business from the ground up. His experience as both an operator and franchisor gives him a grounded, real-world perspective on what actually drives sustainable growth and long-term employee retention in today’s auto repair shop culture.

In this episode…

If you’re feeling the strain of hiring, retention, and morale right now, this conversation hits close to home. The episode centers on auto repair shop culture and why it’s become one of the biggest differentiators between shops that constantly churn staff and those that keep people for decades. This isn’t theory, it’s about what happens in the bays, the break room, and the everyday decisions owners make.

The tension is simple but uncomfortable: most shop owners say culture matters, but far fewer are willing to change how they personally show up. From training and accountability to work-life balance and leadership presence, this discussion explores why auto repair shop culture is under pressure today and why getting it right matters more now than ever for owners, managers, and multi-location operators trying to grow without burning out their teams.

Here’s a glimpse of what you’ll learn:

[01:05] Who Andy Fiffick is and his role in the auto repair industry

[02:08] Early automotive upbringing and finding a lifelong career path

[05:29] How technology reshaped training and technician expectations

[09:39] Using mistakes as coaching opportunities instead of discipline

[11:54] Employee recognition and everyday engagement practices

[13:27] Protecting work-life balance without hurting shop performance

[16:40] Reducing turnover through consistent owner involvement

[19:47] Monthly leadership meetings and cross-store collaboration

[21:44] Why quarterly check-ins outperform annual reviews

[24:06] Franchising as a growth and accountability strategy

Resources mentioned in this episode:

• Andy Fiffick LinkedIn
• Rad Air Complete Car Care & Tire Centers Website
• Tread Partners
• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn

Quotable Moments:

• “I never ask our people to do anything I’m not willing to do myself.”
• “If you’re trying to teach responsibility and accountability, why aren’t you going to the training with your guys?”
• “You never degrade someone for doing something wrong, you use it as a coaching and learning experience.”
• “Our guys want to live their lives, and that excuse of always working is no longer acceptable.”
• “You can’t expect your team to do a great job if you don’t give them the tools they need.”

Action Steps:

1. Audit your auto repair shop culture by identifying where your actions don’t match the standards you expect from your team.
2. Attend the same training sessions as your technicians to reinforce accountability and shared learning.
3. Replace annual performance reviews with quarterly one-on-one check-ins focused on support and growth.
4. Create systems that protect work-life balance, such as adjusted hours or operational alternatives that don’t rely on burnout.
5. Build regular cross-store or team meetings to encourage collaboration and shared problem-solving across locations.