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PODCAST

The Friction-less Workshop

If you own, manage or work in an automotive workshop – this podcast is for you. Andrew Uglow has followed his passion for discovering the secrets of how things work and how to fix them, since falling in love with all things ‘cars’ as a teenager, Always ‘hands-on,’ whether as an apprentice, working in national roles for global manufacturers, or running his own business, his quest for the how and why of both people and technology has given him a unique and important perspective, especially timely for

business management

All Episodes

21:48

Information Breakdown: Why Service Advisors Get...

The Friction-less Workshop ·

2026/02/11

n Episode 35 of the Friction-less Workshop Podcast, host Anthony Perl and automotive trainer Andrew Uglow tackle one of the most common sources of workshop friction: the complaint that service advisors don't provide enough information to technicians. But is this really about lazy advisors, or is there a deeper systemic problem?Andrew reveals why this complaint is actually a symptom of broken communication systems, not individual failures. He explores how technicians and service advisors literally

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16:20

Information Breakdown: Why Service Advisors Get...

The Friction-less Workshop ·

2026/01/28

In Episode 35 of the Friction-less Workshop Podcast, host Anthony Perl and automotive trainer Andrew Uglow tackle one of the most common sources of workshop friction: the complaint that service advisors don't provide enough information to technicians. But is this really about lazy advisors, or is there a deeper systemic problem?Andrew reveals why this complaint is actually a symptom of broken communication systems, not individual failures. He explores how technicians and service advisors literally

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23:00

Shared Responsibility: Why Workshop Success Depends...

The Friction-less Workshop ·

2026/01/15

Shared Responsibility: Why Workshop Success Depends on Everyone Playing Their PartIn this episode of The Friction-less Workshop, we tackle the age-old complaint that echoes through workshops everywhere: "There are no good people anymore." But is it actually true? Andrew Uglow reveals the uncomfortable reality - yes, it is true, and here's why.The automotive industry faces a dual crisis: a people shortage (not enough workers) AND a skills shortage (workers lacking necessary abilities). This isn't

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21:34

Workshop Communication crisis: How Poor Leadership...

The Friction-less Workshop ·

2025/12/28

In this episode we explore the twin complaints that plague automotive workshops: "I don't get good information" and "I don't get enough time." Andrew reveals why these complaints are interconnected and introduces the Quality Information Model (QUIM) - a three-part framework that transforms communication between customers, service advisors, and technicians. The discussion covers why technicians speak "technical" while customers speak "non-technical," creating a translation gap that leads to

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26:48

The Teaching Gap: Why 'My Foreman Doesn't Teach Me...

The Friction-less Workshop ·

2025/12/03

"My foreman doesn't teach me anything" - is this about lazy teachers or unclear expectations? Andrew Uglow reveals why this complaint stems from broken systems and mismatched expectations, and shares practical frameworks for creating effective mentorship that actually works in busy workshops.Main Topics CoveredThe "foreman doesn't teach me" complaint diagnosisTeaching vs. mentoring: understanding the differenceWhy foremen are promoted without teaching trainingUnclear expectations on both

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16:20

Career Progression Myth: Why There's More Opportunity...

The Friction-less Workshop ·

2025/11/20

Is there really no career progression in automotive? Andrew Uglow destroys this myth by revealing the countless paths available to skilled technicians—from his own journey to business ownership, to opportunities in training, consulting, and beyond. Discover why automotive skills prepare you for almost anything in life.Main Topics CoveredThe myth of limited career progression in automotiveCareer progression vs. personal development: understanding what you really wantAndrew's journey: apprentice →

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20:10

The Recognition Revolution: Why Your Best Technicians...

The Friction-less Workshop ·

2025/10/29

In this powerful episode of the Friction-less Workshop Podcast, host Anthony Perl and passionate automotive trainer Andrew Uglow tackle one of the most damaging yet overlooked complaints in modern workshops: "I don't get enough recognition."Main Topics Covered:The critical difference between validation and recognition in the workplaceWhy the automotive industry operates at a 22:1 negative-to-positive feedback ratio (and why that's devastating)How the 5:1 positive feedback ratio transforms workshop

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19:27

Technician pay reality check. Are they really...

The Friction-less Workshop ·

2025/10/16

Is technician pay really the problem, or is there a bigger picture? In this episode, expert trainer Andrew Uglow unpacks the most common complaint in the workshop: "I don’t get paid enough." Through honest conversation and practical insight, discover what truly drives satisfaction and success in the automotive industry.In this episode, you’ll learn:• How technician wages compare to other trades• Why lifestyle choices and financial management matter as much as salary• The impact of supply and demand

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18:19

Setting Customer Exceptions in Auto Service: Beyond...

The Friction-less Workshop ·

2025/08/13

Join us as we challenge the age-old notion that the customer is always right and explores more effective strategies for setting and exceeding customer expectations. Using examples from leading businesses like Apple, we discuss how to establish realistic service promises and the benefits of under-promising and over-deliveringAndrew has a variety of free downloads and tools you can grab.Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the

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13:50

Talent Development in Auto Workshops: From...

The Friction-less Workshop ·

2025/07/29

We explore the final piece of the 'three R'S' in talent management: recognition to reward. We discuss transforming criticism into constructive feedback, effective recognition programs, and the importance of budgeting time for learning. We highlight practical tips and shares personal stories to illustrate the unique development paths of different technicians. Key topics include formal and informal rewards, the need for targeted training, and the importance of understanding the individual needs of

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16:26

Training in Place Vs. Training Out of Place: New...

The Friction-less Workshop ·

2025/06/30

We delve into innovative methods for developing skills within auto workshops. Our discussion contrasts traditional 'training out of place' with the emerging 'training in place' approach, emphasising the benefits of microlearning and gamification. Andrew highlights the critical importance of closing knowledge gaps to improve efficiency and safety, using analogies from medical facility processes. Andrew has a variety of free downloads and tools you can grab.Discover if your workshop is Retention

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17:39

Talent Management in Automotive Workshops: Beyond...

The Friction-less Workshop ·

2025/06/19

Join us as we explore why the phrase 'they should know that' might mask deeper issues and provide practical strategies for understanding and developing team capabilities. With engaging anecdotes, such as a case study on software updates, Andrew introduces the 'learning triangle' to explain knowledge gaps in complex situations. The discussion tackles talent, behavior, cultural issues, and the importance of effective training in creating a thriving work environment.Andrew has a variety of free

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23:52

Workshop Efficiency Mythys: Why Weight Jobs Don't...

The Friction-less Workshop ·

2025/04/09

In this episode we address the common misconception that weight jobs lead to faster work. The discussion covers why hovering doesn't expedite repairs, the impacts of context shifting on diagnostic tasks, and effective strategies for managing customer expectations. Andrew shares practical insights and anecdotes, including an innovative solution from Brazilian restaurants to reduce workshop interruptions. The episode also revisits key points from previous myths, emphasising the importance of setting

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20:35

Automotive workshop efficiency, problem solving...

The Friction-less Workshop ·

2025/03/26

This episode tackles the myth about meeting and exceeding customer expectations in the automotive workshop environment. Andrew argues that true efficiency and customer satisfaction stem from installing expectations before exceeding them, rather than just meeting or surpassing them post-hoc. The discussion covers the importance of structured thinking in diagnostic challenges, real-life stories illustrating miscommunications, and practical strategies for improving workshop operations. They emphasise

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20:20

Unlocking Efficiency in Automotive Workshops:...

The Friction-less Workshop ·

2025/03/12

In this episode we discuss strategies for improving problem-solving and diagnostic techniques in automotive workshops. We examine the importance of quality job card information and address the myth that customer-provided descriptions are always sufficient. We underscore how crucial it is for service advisors to gather specific, tested, and actionable information from customers to expedite repairs and enhance productivity. We also highlight the potential of implementing a structured check-in process

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17:28

Debunking the Myth: Why Knowledge Doesn’t Always...

The Friction-less Workshop ·

2025/02/26

We delve into the common misconception that knowledge automatically translates to action in automotive workshops. We uncover the reasons why information alone is not enough to spark performance. We emphasise the importance of understanding the relationship between beliefs and behaviour to improve workshop efficiency. Highlights include a compelling story about a workshop transformation and insights into tackling the root causes of behavioral issues among technicians. The discussion also touches on

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18:32

The Myth of Action: How to Improve Efficiency and...

The Friction-less Workshop ·

2025/02/12

We discuss the myth that being busy means being effective in automotive repairs. Andrew emphasises the need for correct action and structured thinking over mere busyness. We explore diagnostic strategies, the importance of pausing to think, and how technicians can improve problem-solving skills. Practical insights and anecdotes illustrate how efficiency isn't just about doing, but about doing the right things. The episode touches on the role of discovery learning and meta-thinking in training

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24:06

Debunking Common Myths in Automotive Workshops: Boost...

The Friction-less Workshop ·

2025/01/29

We delve into the concept of 'true myths'—commonly held beliefs that are only partially true or entirely false—and their impact on productivity in automotive workshops. The discussion kicks off with an exploration of the myth that 'not spending money equals saving money,' using real-world examples to illustrate how this false economy can cost businesses dearly. They also discuss the long-term effects of such myths on technician morale and operational efficiency. The episode concludes with strategic

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21:57

The Unsung Hero: The Role of the Workshop Foreman

The Friction-less Workshop ·

2024/11/26

In this episode, Andrew discusses the critical role of the workshop foreman in ensuring the smooth and efficient operation of a business. They delve into the various roles and responsibilities of foremen, such as driving production, quality control, training technicians, and managing workplace culture. The conversation highlights the lack of formal training for foremen despite their importance and introduces Andrew's new initiative - the Professional Foreman Method, a specialized training program

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17:01

Resourcefulness and Rewards: Redefining Technician...

The Friction-less Workshop ·

2024/11/11

In this episode of the Friction-less Workshop Podcast, automotive trainer and coach Andrew Uglow dives into the nuances of balancing management practices with technician resourcefulness to achieve optimal performance. Hosted by Anthony Perl, the discussion explores strategies for fostering trust, effective staff retention, and achieving a harmonious workplace where productivity and employee satisfaction thrive. Andrew highlights the importance of balancing a people-centric philosophy with a

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36 results

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