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The Auto Repair Marketing Podcast

The Auto Repair Marketing Podcast

By: Kim and Brian Walker
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 The Auto Repair Marketing Podcast with Kim and Brian Walker. Experts in their field who work with shop owners take it to the next level and create a unique approach to marketing. See the growth in your business you’ve been working so hard for by using time-proven marketing that works, fueled to go further by your shop's uniqueness.Copyright 2026 Kim and Brian Walker Economics Management Management & Leadership Marketing Marketing & Sales
Episodes
  • The Loyalty Gap: Why Customers Don't Come Back [E201]

    The Loyalty Gap: Why Customers Don't Come Back [E201]
    Apr 22 2026
    Thanks to our Partners, Shop Boss and AppFueledYou got the customer. You did the work. You got paid…and then they disappear.That’s not normal, and it’s costing you way more than you think.Kim Walker digs into the loyalty gap that keeps auto repair shops stuck in a transactional cycle and shows why customer loyalty is built in the space between visits, not just at the counter. From follow-up and personal connection to surprise-and-delight moments, rewards programs, and consistent communication, this episode is a reminder that customers come back when they feel remembered, valued, and part of something bigger than the repair order.If you want more repeat business, stronger referrals, and customers who stop price shopping, this is one you need to hear. Listen to the full episode and start building loyalty on purpose.Show Notes with TimestampsPodcast Introduction (00:00:00) Kim Walker introduces the Automotive Repair Podcast Network and the show.Host Introduction & Sponsor Shoutout (00:00:09) Kim Walker introduces herself, mentions her absence, and thanks sponsors.Episode Topic Introduction: The Loyalty Gap (00:01:12) Kim introduces the main topic: customer loyalty and why customers don’t return.Personal Loyalty Example & Reflection (00:02:20) Kim shares personal examples about loyalty to local vs. big box stores.Transactional vs. Relational Business (00:03:28) Discussion on shops running transactional businesses and the importance of customer experience.Why Customers Don’t Return (00:04:49) Explains reasons customers don’t come back: lack of follow-up, no emotional connection, not memorable.Building Loyalty: What It Looks Like (00:07:14) Defines true loyalty: trust, referrals, not price shopping, and customer connection.Practical Ways to Build Loyalty: Surprise & Delight (00:09:48) Tips on creating memorable moments, gifting, and personal touches for customers.Personal Touches & CRM Use (00:11:50) Examples of using CRM to remember customer details and follow up meaningfully.Sponsor/Advertisement Break (00:12:35) Sponsor messages about shop management software and loyalty app solutions.Loyalty & Rewards Programs (00:14:38) Discusses meaningful loyalty and rewards programs and available resources.Supporting Local Causes (00:15:36) Shares story of involving customers in local/community support efforts.Consistent, Non-Promotional Communication (00:16:50) Emphasizes regular, non-promotional communication to stay top of mind.Database Mailers with Heart (00:18:02) Encourages using CRM for meaningful mailers, not just promotions or coupons.Reference to Brittany Hodak & Super Fan Mindset (00:19:10) Mentions previous episode with Brittany Hodak and introduces the “SUPER” fan framework.Breakdown of the SUPER Acronym (00:20:32) Explains each part of the SUPER acronym for building super fans.Final Thoughts & Call to Action (00:22:57) Encourages listeners to implement one loyalty-building idea and reach out via email.Episode Wrap-Up & Network Promotion (00:24:02) Thanks listeners, promotes other shows on the network, and invites to tune in next week.Podcast Outro (00:24:28) Kim closes the episode and provides info on where to find more content.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)Auto Repair Marketing MastermindAutomotive Repair Podcast NetworkEpisode 156: Creating Superfans with Brittany HodakThanks to our Partners, Shop Boss and AppFueledThis episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you.AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.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 ...
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    25 mins
  • Everything That Has Changed in Auto Repair Marketing Since Episode 1 [E200]

    Everything That Has Changed in Auto Repair Marketing Since Episode 1 [E200]
    Apr 15 2026
    Thanks to our Partners, Shop Boss and AppFueledTwo hundred episodes in, and a lot has changed. In this milestone conversation, Brian and Kim, look back at the biggest shifts in auto repair marketing since episode one, from the rise of AI and Local Service Ads to the growing importance of your Google Business Profile, reviews, trust signals, automation, influencers, and short-form video. It’s a real-world look at what’s working now, what has changed for shop owners, and where marketing seems to be headed next. Give it a listen and see how your shop can stay ahead instead of playing catch-up.Show Notes with TimestampsIntroduction and Episode Context (00:00:00) Hosts introduce themselves, mention Lindy the dog, and set up the episode’s theme: changes in marketing over four years.Sponsor Acknowledgments and Network Thanks (00:01:18) Thanking sponsors and the Automotive Repair Podcast Network, with shoutouts to Carmen and Tracy.Request for Listener Input (00:02:19) Hosts ask listeners for topic suggestions for future episodes, both marketing and non-marketing related.The Rise of AI in Marketing (00:03:17) Discussion of AI’s impact on marketing, including AI-driven shop recommendations and content creation.Google Local Service Ads for Auto Repair (00:05:05) How Google Local Service Ads became available to auto repair shops and their major impact on revenue.Google Business Profile’s Growing Importance (00:06:48) Google Business Profile now rivals websites as the “front door” for shops, especially due to AI and clickless search.The Increasing Value of Online Reviews (00:08:59) Reviews have become more critical, with customers reading them in-depth and their influence on search and revenue.How Reviews Influence Search and AI (00:12:12) Examples of reviews triggering search results and their importance across multiple platforms, not just Google.Google’s Vicinity Update and Local SEO (00:14:13) Explanation of the Vicinity Update, which prioritizes proximity in search results and limits ranking in distant areas.Shift from SEO Manipulation to Trust Signals (00:15:48) SEO has moved from tricks (like keyword stuffing) to building trust through real signals like certifications and authentic content.Automation Replacing Manual Marketing Tasks (00:20:10) Automation now handles tasks like appointment reminders and review requests, reducing manual work for shop owners.The Rise of Influencers and Personal Branding (00:20:58) Influencers, including shop owners, have become more prominent, building authority and credibility through content.Short-Form Video and TikTok’s Impact (00:22:16) Short-Form video, especially on TikTok, has become a major marketing tool for small businesses and influencers.Outro and Calls to Action (00:22:57) Encouragement to contact the hosts, join their Facebook group, leave reviews, and follow the podcast for future episodes.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)Remarkable Results RadioAutomotive Repair Podcast NetworkAuto Repair Marketing MastermindThanks to our Partners, Shop Boss and AppFueledThis episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you.AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.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/
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    25 mins
  • Deo Kitoko on YouTube Growth, Auto Repair Success, and Building Trust [E199]

    Deo Kitoko on YouTube Growth, Auto Repair Success, and Building Trust [E199]
    Apr 8 2026
    Thanks to our Partners, Shop Boss and AppFueledFrom learning automotive repair beside his father in the Republic of Congo to building a successful shop and YouTube channel in Maryland, Deo Kitoko’s story is a powerful reminder of what hard work, humility, and persistence can build. In this conversation, he shares how he taught himself advanced diagnostics through books and YouTube, why he started creating videos, and how education, honesty, and consistency helped him grow both his audience and his business. Give this episode a listen to hear how Deo turned skill, service, and storytelling into real momentum.Show Notes with TimestampsIntroduction and Guest Introduction (00:00:00) Brian introduces Deo, highlights his YouTube channel, and previews the episode’s topics.Theo’s Early Life and Automotive Roots (00:01:18) Deo shares his upbringing in the Republic of Congo, learning auto repair from his father, and early shop experiences.The Value of Skilled Trades in the Age of AI (00:04:50) Discussion about job security in skilled trades versus jobs threatened by AI, and the importance of automotive skills.Theo’s Path to Shop Ownership (00:06:24) Deo describes his journey from technician to shop owner, including his education and early career in Congo.Technical Education and Master Tech Certification (00:08:13) Deo details his technical high school, college, and diesel training, leading to master tech status in Congo.Decision to Move to the U.S. (00:10:17) Deo explains his choice to move to America, learning English, and the challenges of immigrating.First Job in the U.S. and Early Career (00:12:00) Deo recounts getting his first job in the U.S., proving his skills, and advancing in the shop.Self-Education and ASE Certifications (00:13:27) Deo discusses learning from YouTube, books, and mentors, and passing ASE certifications to become a master tech in the U.S.Sponsor Messages (00:16:21) Promotional segment for Shop Boss and App Fueled.Theo’s Certifications and Timeline (00:18:26) Deo lists his certifications and clarifies his arrival in the U.S. in 2013.Learning Diagnostics and YouTube Inspiration (00:19:04) Deo explains how he learned diagnostics from YouTube and books, inspired by Eric the Car Guy and Scanner Danner.Starting the YouTube Channel (00:19:30) Deo describes what motivated him to start making YouTube videos and his initial doubts.First Video and Overcoming Self-Doubt (00:24:05) Deo shares the story of filming his first video for a customer and being encouraged to start a channel.Building a Production Team (00:28:41) Deo explains how his YouTube channel grew to include a full production team and better equipment.Advice for Shop Owners on Video Content (00:29:42) Deo advises shop owners on starting with simple equipment and clarifies his focus on education over marketing.Balancing Shop Work and Content Creation (00:33:56) Deo discusses the challenges of balancing shop management with filming and editing videos.Transparency and Showing Mistakes (00:34:54) Deo talks about showing mistakes and comebacks in his videos to build trust and authenticity.Impact on Hiring and Team Culture (00:37:39) Deo describes how his videos attract technicians and foster a positive shop culture.Meeting Scanner Danner and Industry Connections (00:39:28) Deo recounts meeting his YouTube inspiration, Scanner Danner, and the impact of industry networking.Giving Back and Future Goals (00:42:28) Deo discusses helping friends in Congo, translating knowledge, and his desire to teach and expand his business.YouTube Channel and Social Media Plugs (00:43:36) Deo shares where listeners can find his content online and thanks Brian for the marketing advice.Networking and Working with Shop Marketing Pros (00:45:30) Deo describes networking at industry events and his experience working with Shop Marketing Pros.Closing Remarks (00:47:20) Brian and Deo thank each other, and Brian closes the episode with network information.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)EntreLeadership by Dave RamseyEricTheCarGuyKIT'S Auto and Truck RepairDeo KitokoThanks to our Partners, Shop Boss and AppFueledThis episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you.AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.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 ...
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    48 mins
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