Podcast | Blueprint for Building Better Teams (with Ellie Pentland)

Ellie Pentland, partner at Throttle Muscle, offers insights on how quick lube operators can develop effective employee training and goal-setting initiatives. Pentland, who has spent more than 25 years in the industry, explains the value of clearly defining objectives and creating measurable outcomes, and she also discusses the why operators should focus training on individual roles and consistently checking in with employees to track progress, rather than sitting back and relying on a one-size-fits-all approach.

Column | Butler: Every Repair Order is a Head Start on the Next Visit

NOLN columnist Chase Butler explains why effective customer follow-up that builds loyalty involves understanding vehicle history, customer preferences, and service recommendations. He also explains how data from previous guest visits can be used to shape timely, meaningful messages that encourage repeat business and enhance the customer experience.