What does a strong shop culture look like when you’re the people living it every day?
Bree Wismer, Service Advisor and Frontline Culture Leader, and Trevor Hinds, Operations Manager and Dispatcher at Empower Automotive in Traverse City, Michigan, take us inside the daily habits and communication practices that keep their team aligned, productive, and focused on the customer.
Rather than approaching culture from the owner's perspective, Bri and Trevor share what happens on the front lines. They explain how Empower Automotive breaks down the traditional divide between the front counter and the bays, keeps everyone on the "same bus," and creates a workplace where every person understands their role, respects the team around them, and contributes to the same goal. What You'll Learn- Why the front counter and specialists must operate as one team.
- How daily huddles and short training sessions keep the team aligned.
- Why the 1:00 PM check-in can prevent late-day customer surprises.
- Why a "no-update" update can be one of the most valuable customer communications.
- How to respond when customers arrive with AI-generated or parts-store diagnoses.
- How respect, communication, and accountability create confident professionalism.
Building a world-class shop culture doesn’t require a massive budget or a complicated organizational overhaul. By committing to these small, consistent actions, you can transform your shop from a high-stress environment into a thriving, unified business that both your team and your customers enjoy.
Bree Wismer, Service Advisor, Frontline Culture Leader, Empower Automotive, Traverse City, MI
Trevor Hinds, Operations Manager, Dispatcher, Workflow and Culture, Empower Automotive, Traverse City, MI
