Owners' Forum

August 20, 2025
Event Summary

On August 20, ASCCA West Los Angeles hosted its Owners’ Forum at the beautiful Del Rey Yacht Club. The setting was elegant, the staff’s service was impeccable, and the atmosphere encouraged open, collaborative conversation among shop owners.

The evening began with a lively networking hour, sponsored by WORLDPAC, who also donated generous door prizes along with UnderCar Plus. Sitting in for Chapter President Dave Morris who was ill, Chapter Association Manager Angi Roberts welcomed attendees, thanked WORLDPAC representatives John Larotonda and Steve Villa for their financial support, thanked UnderCar Plus representative Sev Kalaydjian for the giveaways he provided, and introduced the format of the night. She also explained the evening’s logistics and provided context for the new Owners’ Discussion Guide, developed from member feedback and industry insights to help shop owners benchmark and strengthen their operations.

Facilitator John Eppstein, owner of John’s Automotive Care at four shop locations in San Diego, led participants through six major focus areas, each designed to spark reflection and practical ideas:

• Shop Operations & Workflow –
  Inspections, workflow capacity, warranties, slow-day planning, and readiness for EVs/ADAS.
• Financial Performance & KPIs –
  Charging for profit, balancing car count and ARO, and structuring compensation.
• Team & HR Management –
  Recruiting and retaining talent, handling problem employees, training, and defining the owner’s role.
• Customer Experience & Retention –
  Strategies for reviews, referrals, and service recovery when expectations fall short.
• Marketing & Business Development –
  Acquiring new customers, using technology wisely, and promoting new revenue streams.
• Compliance, Safety & Risk Management –
  SOPs, safety practices, and regulatory compliance.

Participants used the guide to reflect on their own shops, marking areas where they were doing well or needed improvement, while also jotting notes to themselves. Index cards on each table allowed owners to suggest additional questions, ensuring the guide will continue to evolve into a practical tool for ongoing self-assessment.

The forum closed with a review of attendees’ “burning questions” submitted at check-in or throughout the discussion time, reinforcing the event’s goal of sharing real-world solutions and elevating the industry together.

In her closing remarks, Angi Roberts emphasized ASCCA’s mission to unite and strengthen automotive professionals, encouraged nonmembers to join, and thanked WORLDPAC and UnderCar Plus once again for their support. The evening concluded with surveys, prize drawings and giveaways, and a save-the-date for the next Chapter gathering In December 2025.