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7d •
Welcome to Champion University
https://www.youtube.com/@ChampionUniversity-919 https://www.championuniversity.org Welcome to Champion University. Let’s raise the standard. You shouldn’t have to learn every lesson through an upset customer, a costly mistake, or a good employee walking out the door. I built Champion University to share the lessons, systems, and communication skills I’ve learned working in—and owning—a real repair shop. This is training built around the situations we actually face, not a perfect shop where everything goes according to plan. Whether you own a shop, manage a team, advise customers, or turn the wrenches, the goal is the same: become better at your work and help the people around you become better at theirs. We’re not here to teach pressure tactics or chase bigger numbers at the customer’s expense. We’re here to build stronger businesses through thorough inspections, clear communication, consistent expectations, and work we can stand behind. Start here: 1. Introduce yourself below. Tell us your role, how long you’ve been in the industry, and one situation at work you’d like to handle better. 2. Head to the Classroom. Start with the training that fits your role and experience. Work through it in order, and use the supporting resources when they’re included. The goal isn’t to finish the most videos. It’s to leave with something you can actually use. 3. Put the training to work—and bring your experience back here. Try a better question, practice a difficult conversation, or improve one process. Then share what happened. Ask questions when something doesn’t make sense, and respectfully challenge ideas when your experience is different. You don’t have to arrive knowing everything. You do need to be willing to learn, participate, and take responsibility for improving. Better Training. Better Communication. A Standard Your Customers Can Trust. Welcome to Champion University. I’m glad you’re here.
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16d •
How Professional Shops Deliver Bad News
Most shops train service advisors behind closed doors. We’re letting customers listen. These courses are public so customers can see exactly how Champion University trains service advisors to handle difficult conversations. Service advisors regularly have to deliver news customers do not want to hear. The repair may cost more than expected. Additional problems may be discovered. A promised completion time may change. A customer may believe something happened during the repair. Professionalism is not measured by how an advisor handles easy conversations. It is measured by how clearly, honestly, and calmly they communicate when the news is bad. The advisor should explain what happened, provide the available evidence, acknowledge how the situation affects the customer, and clearly present the next steps. They should not avoid the conversation, minimize the problem, blame someone else, or make promises they cannot guarantee. Customers have every right to ask questions, challenge an explanation, and request evidence. However, raising your voice or calling someone names does not move the conversation closer to a solution. KEY TAKEAWAY: Bad news does not improve when it is delayed, softened beyond recognition, or hidden. Deliver it early, explain it honestly, support it with evidence, and help the customer understand what happens next
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24d •
Honest Communication Builds Trust
Customers do not expect us to know everything immediately. They expect us to communicate honestly about what we do know. That distinction matters. One of the most damaging things an advisor can do is allow uncertainty to turn into silence. When customers do not have information, they begin creating their own explanation. Did they forget about me? Did something go wrong? Are they avoiding my call? Why is this taking so long? The solution is not promising faster repairs. It is creating better communication. Three phrases every advisor should be comfortable using: “We don’t know yet, but here’s what we’ve tested.” This shows progress and gives the customer evidence that the vehicle is being worked through properly. “We don’t know yet, but here’s what we’re testing next.” This gives the customer a path forward instead of leaving them with uncertainty. “We don’t know yet, and I’ll update you tomorrow by noon.” This establishes the next communication point without making a completion promise the shop cannot control. That last distinction is critical. An update time is not a completion time. You may not know when the vehicle will be repaired yet. You can know when you are going to communicate with the customer again. The standard is simple: Set the expectation. Document the expectation. Hit the update time. Even if the update is simply: “We’re still working on it. I haven’t forgotten about you. Here’s where we are, and here’s when you’ll hear from me again.” Customers can handle uncertainty when it is handled honestly. Silence is what turns uncertainty into suspicion.
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Aug 13 •
Leadership is learned.
Leadership is a skill almost anyone can learn. The difference is whether you’re willing to dedicate the time to learning it. One lesson completely changed how I look at problems inside a business: If one employee makes a mistake once, you may have a people problem. If different employees repeatedly make the same mistake, you may have a system problem. That doesn’t remove personal accountability. It adds leadership accountability. Were the expectations clear? Was the employee properly trained? Was there a process? Did we verify they understood it? Was there accountability afterward? The same applies to hiring. Waiting until you desperately need someone changes the question from “Is this the right person?” to “Can this person start Monday?” That isn’t a hiring strategy. It’s an emergency response. Leadership gets better when we stop treating every problem as an isolated event and start looking for the systems, expectations, training, and decisions behind it. That is the discussion I want this lesson to start: When the same problem keeps happening in your business, do you normally look at the person first or the system first?
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Aug 6 •
Shop Supplies Explained
Customers often notice a shop-supplies charge on their invoice without understanding what it covers. This video explains why repair shops group commonly used cleaners, lubricants, towels, gloves, small hardware, and other materials into one charge instead of listing every item individually. The goal is simple: replace confusion with a clear explanation customers can understand.
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