From tracking declined services to asking customers how they prefer to be contacted, Keith Mait, Senior Vice President and Auto Leader at Synchrony, outlines practical steps shops can take right now to turn one-time transactions into lasting relationships. He explains why loyalty isn’t a program—it’s a discipline—and how shops that stay connected between visits with timely, relevant communication will win in an increasingly competitive market.

A technician crashes two vehicles and causes $14,000 in damage. Instead of punishment, Louie Sharp chose something different.

In Give Up What You Don’t Need, you’ll hear how one decision—to release revenge and lean into leadership—turned a mistake into an investment and transformed an employee into a production manager.

If you’re holding onto anger, fear, control, comparison, or even yesterday’s success, this episode will challenge you to ask one powerful question: What do I need to give up to grow?

Because sometimes the next level of leadership isn’t about doing more—it’s about finally letting go.

Running a shop doesn’t mean living at work. In this episode of Ratchet+Wrench Radio, licensed therapist Margaret Light unpacks the mental load of ownership—and how small mindset shifts can help leaders protect their energy, relationships, and businesses.