"If You Want Trust, You Have to Ask Better Questions" | Julio De Brigard | GGP

Most shops do not lose trust in the bay. They lose it at the counter. In this Origin & Impact episode, Julio De Brigard explains how customer perception, communication quality, and front desk discipline directly shape outcomes, trust, and long term growth.

Julio’s story starts outside the U.S., landing in Florida and stepping behind the front counter of a shop he had never worked in before. Early on, the biggest challenge was not fixing cars. It was how customers experienced the shop, how concerns were documented, and how confidence was built during the first conversation.

The inflection point came when growth exposed cracks in communication. Vague symptom intake, unchallenged customer assumptions, and inconsistent messaging created friction, wasted time, and capped momentum. More marketing did not fix the problem. Better communication did.

By tightening intake conversations, reframing how advisors ask questions, and building leadership that understands perception, Julio shifted how customers experienced the shop. The result was higher trust, cleaner diagnostics, stronger conversion, and the ability to scale to multiple locations without chaos.

This episode breaks down practical lessons any independent shop owner can apply immediately to improve trust, reduce friction, and strengthen customer confidence at the front of the shop.

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Guests:
Julio De Brigard — Toonrite Auto (Davie, FL)

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What you’ll learn:
• Why customer guesses damage trust
• How better questions reduce diagnostic friction
• Front counter habits that build confidence
• When communication saves time and money
• How perception affects conversion
• Why growth exposes messaging gaps
• What customers actually need to hear

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Timestamps
00:00 – Why front counter trust matters
01:19 – Returning with lessons from growth
03:47 – Starting with no industry background
07:31 – First days behind the counter
10:58 – Why symptom intake drives outcomes
12:25 – Asking better questions builds trust
17:28 – Stop documenting customer guesses
19:34 – Symptoms vs assumptions
21:58 – Growth reveals communication cracks
25:01 – Coaching that missed the mark
27:40 – Leadership starts with example
29:56 – Getting buy in through clarity
35:39 – When managers fail perception tests
36:30 – Culture customers can feel
43:17 – Training confidence at the counter
47:53 – Refining instead of chasing growth
49:41 – Audits that protect reputation
55:09 – Setting a clear future vision
57:27 – Why marketing must be contextual
01:03:41 – 2026 marketing framework

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Call-to-Actions
Got questions? Comment or post in the FB group—guests will chime in.
Subscribe for more Origin & Impact shop owner stories.
Want to be a guest? Share your story in the group.

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Links
Start Here: https://addi.me/2026
Next Step Guide: https://www.aashopmarketing.com/aasho...
Grid Request: https://www.aashopmarketing.com/aasho...
Request a Call: https://www.aashopmarketing.com/aasho...
Join the Podcast Panel: https://www.aashopmarketing.com/aasho...
Partnership Info: https://www.aashopmarketing.com/aasho...
Garage Grit Facebook Group:   / forautorepairshopowners  
YouTube:    / @aashopmarketing  
Podcast: https://creators.spotify.com/pod/prof...

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Keywords
auto repair marketing, shop trust signals, customer communication, front counter strategy, reputation management, auto repair branding, local shop visibility, customer experience strategy, diagnostic communication, advisor intake process, marketing management for shops, perception driven growth, service advisor training, customer confidence, auto shop credibility

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Episode Metadata
Episode: GGP #066
Guest: Julio De Brigard
Shop: Toonrite Auto
Location: Davie, FL