When I was first introduced to Ron through a mutual connection, the name of his company immediately caught my attention. I found it interesting, even thought-provoking — but at the time, I didn’t fully understand the meaning behind it. It wasn’t until Ron asked me to contribute and share part of my journey that I began to truly grasp what Learning Without Scars represents.
That request forced me to pause and reflect — not just on my career path, but on the experiences, lessons, and challenges that shaped how I lead today. Like many people in the automotive industry, my career started early. I grew up working on cars and trucks alongside my father. Those years weren’t just about fixing vehicles; they were about learning responsibility, work ethic, and pride in doing things the right way.
After graduating high school, continuing down that path felt natural. I earned my degree in Automotive Technology and spent the next 15 or so years working on cars and trucks, just as I had grown up doing. It was familiar, it was rewarding, and it was all I knew.
But in my late 20s, reality intervened.
A back injury forced me to confront a difficult truth — my body wasn’t going to last another 40 years doing physically demanding work. That realization wasn’t easy to accept. It required some honest soul-searching and a willingness to step outside of what was comfortable. Ultimately, it led me to explore a new direction: dealership service management.
This transition came with its own challenges. I had spent most of my career working on fleets, and stepping into a dealership environment was new territory. Even more challenging was the fact that this was my first experience managing people. It didn’t take long for me to learn an important lesson — managing the business side of things was far easier than managing people.
As I stepped into leadership, I realized I needed to learn — and learn quickly — how to lead effectively. That’s when my perspective shifted. I stopped labeling managers as simply good or bad and began focusing on the lessons each one offered. Some taught me what to do; others taught me what not to do — but both shaped the kind of leader I wanted to become.
When I reflected on the managers I’d worked for over the years, a clear pattern emerged. The ones I considered “good” weren’t just managers — they were mentors. They didn’t simply tell me what to do; they showed me how to succeed by providing a clear path forward, along with the tools, guidance, and trust needed to walk that path.
That realization changed how I approached leadership.
I understood that I couldn’t expect everyone to think the same way I did or automatically be on the same page. Getting frustrated when that didn’t happen wasn’t leadership — it was a failure to communicate and support. I began to realize that mentoring people was far more effective than simply managing them.
Over time, I learned that everyone learns differently and responds differently to instruction and feedback. I thought back to my days in technical school, where some students excelled at book learning and testing but struggled with hands-on work, while others thrived in the shop but found the classroom challenging. Neither group was better than the other — they just learned differently.
That understanding led me to take a more intentional approach with my team. I made it a priority to observe, listen, and truly get to know each individual. I worked to identify their strengths and areas for improvement and invested time in one-on-one coaching. My goal was to provide the same kind of guidance and support that had been given to me earlier in my career.
As I grew as a leader, I also learned the importance of trust and empowerment. When people feel trusted and supported, they’re more confident in making decisions and more invested in their work. Empowering my team wasn’t about stepping away — it was about giving them the confidence and tools to succeed.
But mentorship alone wasn’t enough.
I realized that even the strongest teams need clarity, consistency, and direction. Everyone needs a destination — and a roadmap to get there. That’s when I began to see the true importance of processes and procedures. Too often, organizations operate without documented processes or structured onboarding, leaving success to chance.
One analogy that stuck with me was McDonald’s. No matter where you go — whether it’s your local location or one across the country — the experience is almost always the same. That consistency builds trust and comfort.
I wanted to bring that same consistency to the customer experience at our dealership.
Because we were a large dealership with extended hours, advisors and technicians had different start times and days off. Customers weren’t always receiving timely updates, and advisors struggled to pick up where someone else had left off because everyone handled things differently — from estimates to follow-ups.
To solve this, we created a procedure manual that served as a roadmap for advisors. The goal was simple: ensure every customer received the same experience, no matter who they worked with. These standardized processes reduced confusion, improved communication, and ultimately led to higher customer satisfaction scores.
One key policy we implemented was the consistent use of a labor time guide when quoting jobs. Working with one of my mentors — an Excel genius — we built an estimate sheet that used dropdown menus to prefill services, calculate labor, shop supplies, tax, and total cost automatically. This was well before software solutions existed to do this for you.
That tool didn’t just provide clearer estimates for customers — it allowed advisors to seamlessly step in for one another, reduced anxiety, and ensured vehicles were completed and delivered on time.
Looking back, I now fully understand what Ron means by Learning Without Scars. Every challenge, mistake, and hard-earned lesson helped shape how I lead today. The scars aren’t something to hide — they’re proof of growth.
If I had to distill everything I’ve learned into a few core principles, they would be these:
- Mentor, don’t manage
- Develop clear, repeatable processes
- Train the process consistently
Those lessons were learned through experience — and yes, through a few scars along the way. And I wouldn’t trade them for anything.
We are extremely pleased to welcome Jim to our list of Contributors. You can tell from his first blog post he fills the bill perfectly. He is a Thought Leader, he is an Experienced Executive, and he is a Revolutionary Reformer. We all learn from our experiences and Jim expressed this point perfectly. Welcome Aboard Jim.