How to Make Every Encounter Count: 3 Powerful Questions for Auto Repair Shop Owners

Want to Make a Bigger Impact? Ask These 3 Questions in Every Encounter

Hey there, Rick White here from 180BIZ — we coach and train independent auto repair shop owners just like you. I want to talk to you about something we deal with every single day — encounters.

You know the kind I’m talking about… those quick chats in the hallway, five-minute phone calls, the “got a sec?” moments. They happen all day long. But here’s the thing — most of them are completely forgettable. They don’t move the needle. They don’t create momentum. They don’t stick.

And that, my friends, is a missed opportunity.

What if you could turn those quick little moments into powerful, meaningful conversations that actually move your people — and your business — forward?

Let me show you how.

The Problem with Most Conversations

We’re busy. I get it. We’re running around trying to fix cars, answer phones, help customers, keep the shop moving. So we end up rushing through conversations, throwing out advice like it’s candy on Halloween.

What do I call that? Spray and pray.
“Do this, do that, try this, don’t do that…” hoping something sticks. But most of the time, it doesn’t. You know why?

Because no one listens to you until they feel listened to.

So let’s flip the script. Instead of preaching, start coaching. It only takes three questions — and I’m telling you, they can change everything.

The 3 Questions That Create Momentum

I use these questions all the time. They work. And they work fast. Here they are:

1. What opportunity are you going to take advantage of today?

Or — if they’re in a tougher spot — ask:
What challenge are you going to overcome today?

This gets them thinking. It brings focus. Maybe they’ve got an exciting opportunity, or maybe they’re just trying to push through a tough situation. Either way, you’re helping them get intentional.

2. What outcome do you want?

Now we’re getting clarity. You’re not asking, “What are you doing today?”
You’re asking, “What do you want it to look like when it’s done?”
This is huge, because now they’re not just reacting — they’re aiming.

3. What has to happen to achieve that outcome?

Boom. This is where the gold is.
This question tells you where their head’s at. Are they waiting on someone else to fix it? Or are they focused on what they can do?
If they’re putting all the power outside themselves — on other people, circumstances, whatever — that’s when you get to coach.

Because the truth is this: you can’t control anything outside your own skin.
And the faster we help our teams realize that, the stronger and more confident they become.

Real-Life Example: Coaching in Action

In a recent episode of my Just ONE Thing podcast (watch the video above), I had my buddy John Firm from Texas Two Step Training on with me. He put this into practice right on the show:

I asked:

• What opportunity are you going to take advantage of today?

• What’s the outcome you want?

• What has to happen to get there?

His answers?
He wanted to meet new shop owners, connect with them, and help them grow.
To do that, he had to get out into the field and ask the right questions — like “What’s your biggest stress right now?” or “How can I help reduce your anxiety?”

That’s how you build real connection. That’s how you listen first before you try to help. That’s how you build trust.

Let’s Ditch the Spray and Pray

Look, I know it’s tempting to jump in and try to solve everything for your team. But that doesn’t grow them. That just creates dependency — and more work for you.

Slow down. Ask these three questions.
Let your people think. Let them problem-solve. Guide them.

Here’s a Quick Recap:

1. What opportunity or challenge are you facing today?

2. What outcome do you want?

3. What has to happen to get that outcome?

Use these questions in your daily conversations — with your team, your kids, heck, even with yourself. Watch what happens.

You’ll start seeing real momentum. Real ownership. Real growth.

And that, my friends, is how you lead.

Now go out there, make some money, and make your encounters count.

Until next time,
Rick

Let’s Keep the Conversation Going

 And if you’re looking for more resources to help your shop thrive, check out our Pocket Business Genius Webinar Series, held on the second Thursday of every month. Or join us for our Shop Owners Round Table, where we dive deep into actionable strategies for success.

Here’s to a successful week ahead. Let’s make it a great one!