It takes a lot to succeed in the automotive industry–a lot more than a simple love of cars. It requires being able to connect with people and the dedication to run a business through its highs and lows.
Rachel Spencer took over her husband’s business, Spencer’s Auto Repair, in 2019, after working alongside him since 2004. She and her husband worked to pull the business from its lowest point to seeing more success than ever, motivating herself with the help of fellow shop owners that helped her cultivate what she wanted from her shop.
As a runner-up for this year’s Ratchet+Wrench All-Star Award, Spencer sat down to talk about her journey in revitalizing her business and what helped her succeed.
The business was originally started in 2001 by Spencer’s husband, Jerry, who at that time had not yet met her. It wasn’t until 2004 that Spencer would enter the picture when her brother, who worked at the shop, introduced her to Jerry.
Spencer began helping around the shop by answering phones. She had no prior service advisor training, having previously worked in the sales department for a waste management company, and before that as the key account specialist for the city of Denton, Texas.
Though Spencer admits it was undoubtedly a learning experience, her skills in communicating with people carried over into her new field well.
“Yes, you need to know about cars, but we're in the people business,” Spencer says. “And I think that if you know how to deal with people, the rest you can kind of learn.”
She credits her husband with helping her adapt to the learning curves of the industry, acting as a mentor for her. Though Spencer says she doesn’t know as much about cars as others, she knows people and works to communicate what the best option is for their situation.
Six years ago, Spencer’s brother left the business when his wife needed to move for medical school. His departure marked the beginning of a difficult time for the shop as they struggled to fill his place.
“We were burned out and tired and we felt like we were a hostage to our own business,” Spencer remembers. “And we were ready to give up, we were ready to sell.”
Spencer and her husband’s confidence in the shop continued to dwindle until a year later when they once nearly doubled their typical revenue for the month. Spencer saw potential in their business and was inspired to know how to achieve those same numbers again.
When Spencer and her husband met another shop owner who encouraged them at a NAPA conference they attended, they realized how much insight could be gained from connecting with other shop owners. Throughout the next couple of months, the Spencers met several other shop owners at different events and attended their first coaching conference.
When they came back home, they were ready to see some changes happen.
“I told my husband, I said: ‘I want to make this into a million-dollar shop. I want to stop letting this business hold us hostage, and I want to take at least one vacation next year,’” Spencer recounts. “And I said, ‘I want to be in Ratchet+Wrench magazine.’”
