“Customers trust clarity in how we communicate” — Brandan & Kelsey Lancaster | GGP

Описание: In this episode of Garage Grit Podcast – Origin & Impact, the founders of Performance Automotive Repair reveal how communication, culture, and clarity built customer trust and shop visibility in a rural market. From hiring challenges to refined messaging systems, you’ll hear how they shifted perception to grow and retain customers.

Brandan and Kelsey Lancaster founded Performance Automotive Repair in Bayfield, Colorado, after years of technical experience and one defining decision to quit a job that wasn’t aligned with their values. Early on, customers struggled to understand what they offered beyond basic repair, and the shop blended in with local competitors until they improved how they communicated value.

The turning point came when the Lancasters invested in documenting procedures, communicating expectations externally and internally, and building a culture that resonates with both customers and technicians. They moved from ad-hoc hustle to clearly defined processes that customers could trust and relate to. They also discussed how AI tools accelerated creating standardized documentation — saving days of work and ensuring consistency.

By aligning messaging with actual customer experience and investing in communication systems, they strengthened reputation, differentiated from competitors, and fostered long-term trust. Independent shop owners can learn how clarity in communication and visibility of processes directly impact customer perception and growth.

Guests

Brandan Lancaster — Performance Automotive Repair (Bayfield, CO)
Kelsey Lancaster — Performance Automotive Repair (Bayfield, CO)

What you’ll learn

How better communication builds customer trust

Why transparency increases repeat business

Turning SOPs into a visibility asset

How culture influences customer perception

Using AI to streamline documentation

Attracting talent through clear messaging

Connecting shop operations to external trust

Improving online and in-shop visibility

Timestamps

00:00 – Introduction & guest welcome
01:15 – Why communication and culture matter
03:00 – Early customer perception challenges
05:20 – Hiring and cultural fit for trust
08:40 – Using AI to write SOPs faster
11:10 – Documenting processes for clarity
14:00 – Showing expectations to customers
17:25 – Concierge services and visibility
20:10 – How messaging impacts reputation
23:05 – Building trust through transparency
26:40 – Growth goals for 2026
29:15 – Marketing and customer perception
32:00 – Final thoughts on trust & visibility

Call-to-Actions

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Links

Start Here: https://addi.me/2026

Next Step Guide: https://www.aashopmarketing.com/aasho...

Grid Request: https://www.aashopmarketing.com/aasho...

Request a Call: https://www.aashopmarketing.com/aasho...

Join the Podcast Panel: https://www.aashopmarketing.com/aasho...

Partnership Info: https://www.aashopmarketing.com/aasho...

Garage Grit Facebook Group:   / forautorepairshopowners  

YouTube:    / @aashopmarketing  

Podcast: https://creators.spotify.com/pod/prof...

Keywords

auto repair marketing, shop trust signals, customer communication, reputation management, auto repair branding, local shop visibility, customer experience strategy, digital presence for repair shops, SOP documentation for shops, shop culture and perception, hiring culture in auto repair, independent shop strategy, visibility through transparency, automotive shop growth, customer trust building, shop messaging clarity, marketing for independent shops

Episode Metadata

Episode: GGP #70
Guest: Brandan Lancaster, Kelsey Lancaster
Shop: Performance Automotive Repair
Location: Bayfield, CO