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.

Chuck Space is the Executive Director of the Texas Tire & Automotive Association (TTAA) and the founder of Space & Associates, an association management and consulting firm. With more than two decades of experience working alongside tire dealers, auto repair shop owners, and trade organizations, Chuck has built a career focused on advocacy, governance, and strategic growth for industry associations.

Before leading TTAA, Chuck worked in public service, lobbying, and association leadership, giving him a rare perspective on how legislation, regulation, and business realities intersect. His work matters to shop owners because he operates at the point where policy decisions become real operational consequences: fees, compliance issues, labor challenges, and business continuity.

In this episode…

For many tire dealers and auto repair shop owners, joining a state association feels optional until it isn’t. This conversation centers on the real-world value behind state tire association benefits, especially when regulatory pressure, local government disputes, or unexpected legal issues surface without warning.

Rather than framing association membership as a perk or obligation, the discussion explores why collective representation, peer access, and advocacy matter more today than they did a decade ago. Rising costs, shifting regulations, and increased scrutiny make it harder for independent operators to stand alone, and this episode challenges the mindset of “I’ll deal with it when it happens” before that moment arrives.

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

[01:07] Who Chuck Space is and his role in the industry

[01:50] Early background and upbringing in Texas and New Mexico

[04:05] Career path into association leadership and consulting

[06:46] Advising associations on strategy, governance, and growth challenges

[07:35] Why tire and auto businesses should participate in state associations

[12:05] Real-world example of association support resolving a local dispute

[16:35] Texas’s business-friendly environment and industry growth context

[20:30] How Texas tire businesses can join the state association

[22:31] Practical value of peer guidance and shared experience

[24:37] Legal guidance and attorney access as a member benefit

[26:36] Leadership philosophy and personal values guiding Chuck’s work

Resources mentioned in this episode:

• Chuck Space LinkedIn
• Texas & Tire Automotive Association Website
• Tread Partners
• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn

Quotable Moments:

• “You don’t need to sit there and scratch your head and try to guess what you should do as a member.”
• “It allows you to have a mini board of directors where you have the resources there that you can call on.”
• “When you come together, you speak with a louder voice.”
• “What one business can’t do by itself, the association can help accomplish.”
• “Very few legislators understand the indirect effects of what they pass.”

Action Steps:

1. Evaluate the state tire association benefits available in your market, focusing on advocacy, legal access, and peer support rather than discounts.
2. Identify one regulatory or operational risk in your business that would be easier to address with collective representation.
3. Build a habit of seeking experienced peer input before making major service, staffing, or compliance decisions.
4. Treat association membership as a risk-management tool, not just a networking opportunity.
5. Review whether your business has a clear path to legal or regulatory guidance before an issue becomes urgent.

Jason Eich is a multi-location auto repair shop owner based in Evansville, Indiana. After spending more than two decades in a corporate career, Jason made an unexpected leap into independent auto repair ownership; a move that eventually led to operating multiple successful shops. Drawing from his background in leadership, discipline shaped by his time in the Marines, and hands-on experience scaling operations, Jason brings a grounded, real-world perspective on what it truly takes to grow an auto repair business.

In this episode…

Growth is often the goal for shop owners but knowing how to grow an auto repair business beyond a single location is where many hit a wall. Expansion isn’t just about opening another shop or increasing car count. It requires a fundamental shift in leadership, mindset, and structure.

Jason Eich explains that real growth begins when owners stop forcing the same systems everywhere and start building operations that fit their local markets. From customer loyalty and geography to staffing and traffic patterns, Jason shares why understanding market dynamics is critical when scaling an auto repair business.

On this episode of Gain Traction, Mike Edge sits down with Jason Eich to unpack the transition from operator to owner. Jason outlines the leadership changes required to grow sustainably, why developing managers is non-negotiable, and how having hard conversations early creates clarity and accountability. His insights offer a clear roadmap for shop owners who want to grow faster without sacrificing culture or stability.

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

[01:09] Jason Eich’s background and path into auto repair ownership

[04:23] How a casual conversation led to buying his first auto repair shop

[07:33] What surprised Jason most about the auto repair industry

[08:48] How Jason’s Marine Corps experience shaped his leadership style

[11:59] Why running a shop isn’t always about fixing cars

[13:52] Jason’s perspective on right to repair and access to OEM data

[17:25] How Jason approaches growth beyond two locations

[20:03] The mindset shift from operator to business owner

[22:48] The leadership principle Jason lives by

[23:54] The best way to handle hard conversations as an owner

Resources mentioned in this episode:

• Jason Eich LinkedIn
• Eich Brothers Automotive Website
• Dartt Automotive Website
• Tread Partners
• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn

Quotable Moments:

• “Growth doesn’t mean being in every bay, it means building people you trust.”
• “Cars don’t fix themselves, and neither do problems in your business.”
• “If you want to scale, you have to stop forcing one system everywhere.”
• “Leadership means owning the outcome and having the hard conversations.”
• “Structure and accountability are what make growth sustainable.”

Action Steps:

1. Evaluate your readiness to scale: Ask whether your shop can operate without you in the day-to-day.
2. Build managers before expanding: Growth stalls quickly without leadership in place.
3. Adapt systems to local markets: Geography, loyalty, and traffic patterns matter.
4. Have hard conversations early: Clarity prevents bigger problems later.
5. Shift from operator to owner mindset: Work on the business, not just in it.

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AJ Nealey is the owner and “Chief Cheerleader” of Nealey Tire & Auto, a rapidly growing multi-location auto repair business in Maryland. A self-taught technician who began his career turning wrenches in a one-bay garage behind his home, AJ built his company through relentless curiosity, hard work, and a passion for serving people. Over time, he shifted from technician to leader and eventually into multi-store ownership; a journey marked by both breakthrough growth and painful lessons. His story highlights how vision, faith, and perseverance can transform a small operation into a purpose-driven organization.

In this episode…

Growing an auto repair business is never a straight line and the wrong decisions can derail even the strongest momentum. Many shop owners underestimate how quickly expansion can expose weaknesses in leadership, staffing, finances, and operations. So, what are the biggest mistakes shop owners make when scaling, and how can they avoid them?

According to AJ Nealey, it starts with understanding the difference between opportunity and danger. In this candid conversation, AJ opens up about the auto repair business mistakes that nearly halted his growth, including buying distressed shops that required more time, money, and emotional energy than expected. He explains the hidden challenges behind reviving broken locations and why shop owners must stay aligned with their values, systems, and operating model before expanding.

AJ also shares the mindset shifts that helped him evolve from technician to leader. From learning the business side through RLO Training, to letting go of the tools, to building a team-based culture centered on service and purpose. AJ reveals what truly drives sustainable growth. The episode also explores how his faith shapes the way he leads, mentors employees, and views his business as a platform for service.

On this episode of Gain Traction, Mike Edge sits down with AJ Nealey to discuss the realities of scaling an auto repair business, the mistakes that taught him the most, and the vision that continues to move his company forward.

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

[01:03] Who is AJ Nealey?

[01:34] How AJ entered the auto repair industry as a self-taught technician

[06:40] The biggest challenge he faced in buying his first store

[08:09] How moonlighting in a one-bay garage became the start of Nealey Tire & Auto

[09:01] The turning point: discovering RLO Training and learning business fundamentals

[11:20] The long road to opening his first full shop location in 2016

[13:39] What AJ learned about hiring, delegation, and transitioning into leadership

[15:53] The expansion mistake he warns shop owners never to repeat

[18:10] Why AJ doesn’t regret the struggle and how hardship built resilience

[22:18] What motivates him internally and how faith shapes his business

[26:30] The mantra AJ lives by as a leader and business owner

Resources mentioned in this episode:

• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn
• AJ Nealey LinkedIn
• Nealey Tire & Auto

Quotable Moments:

• “Don’t buy a dumpster fire.”
• “You have to go through the valley to appreciate the win.”
• “It’s not what you get paid for the hour, it’s the value you bring to the hour.”
• “Customers vote with their wallet.”
• “We look at our business as a ministry.”

Action Steps:

1. Evaluate expansion opportunities carefully: Avoid distressed shops that drain time and capital.
2. Strengthen your leadership skills: Learn to delegate, coach, and develop your team.
3. Align acquisitions with your operating model: Ensure new stores fit your systems and values.
4. Invest in training: Like AJ, consider formal business education to support smarter growth.
5. Build a purpose-driven culture: Lead with service, celebrate wins, and create meaningful employee experiences.

Gary Skidmore is a longtime tire industry leader whose career began in his father’s independent shop and eventually grew into franchise ownership and executive roles within Big O Tires. With experience spanning the sales counter, the service bays, and corporate leadership, Gary brings a rare, full-circle view of what makes tire dealers successful. Today, he helps guide one of the most recognized dealer networks in the country, applying decades of hands-on operational knowledge, market strategy, and people development to support franchise growth across 466 locations.

In this episode…

Understanding how to scale a tire business begins with learning from someone who’s lived every level of it. In this conversation, Gary walks through his early shop experiences, the lessons learned from becoming a franchise owner, and the leadership principles that shaped his approach to growth. He explains how Big O Tires expanded to 466 stores, why intentional market selection matters, and what franchisees truly receive beyond brand recognition.

Gary also breaks down the two traits he believes predict franchise success better than any other metric; insights gained from decades of watching operators thrive or struggle. From the realities of franchise renewals to how often field consultants actually visit stores, he gives a transparent look into how a major tire network supports its people.

This episode is packed with clarity and real-world wisdom for anyone interested in scaling a tire business the right way, through smart operations, strong leadership, and steady, intentional growth.

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

[01:04] Who Gary Skidmore is and how he entered the tire business

[01:29] Why snow days meant shop days growing up

[02:59] From part-time college job to Big O franchise owner

[05:57] How Big O Tires grew to 466 locations

[07:35] What really happens after 10 years: franchise renewal insights

[08:33] What Big O franchisees receive and how support is structured

[10:40] Why consultant visits vary by store size and operational needs

[11:54] Where new franchisees typically come from

[14:56] The two traits that reliably predict franchise success

[22:50] Work stories that shaped Gary’s leadership style

[26:55] A memorable day at the counter and its lesson

[28:10] Gary’s favorite movie and a childhood story that still inspires him

Resources mentioned in this episode:

• Tread Partners
• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn
• Gary Skidmore
• Big O Tires’ LinkedIn
• Big O Tires’ Website

Quotable Moments:

• “Growth only works when the support behind it works, too.”
• “You can’t fake integrity. It shows up in every decision you make.”
• “The strongest operators are proactive, not reactive.”
• “Franchise systems thrive when people feel supported, not managed.”

Action Steps:

1. Evaluate your growth strategy: Is your expansion structured and intentional?
2. Strengthen your support systems: Ensure operators receive meaningful field guidance.
3. Develop leadership habits: Accountability and integrity set the tone for every store.
4. Define the ideal franchisee: Identify traits that align with long-term success.
5. Review your store culture: Strong values drive consistent performance and customer trust.