As independent garage owners look ahead to The Blend conference this October, Emma Lindley of Lindleys Autocentres features in the latest episode of The Blend Podcast to discuss how front-of-house teams can transform a business from the inside out.
A specialist in service adviser development, Emma has taken nervous apprentices and turned them into confident team leaders. In the episode, she explores the impact a strong front-of-house function can have on customer experience, workshop efficiency and overall business performance, sharing practical methods that any garage can adopt.
“Front-of-house is the heart of the customer journey,” explains Emma. “When advisers truly understand that journey and have the confidence to handle every interaction, it can completely reshape how a garage operates.”
Emma shares real-life examples throughout the interview, including that of a young apprentice who went from ‘last chance’ to assistant manager, demonstrating the power of structured training and mentorship. She also discusses topics such as sales confidence, proactive communication and how a well-trained adviser can free up business owners to focus on growth.
The podcast goes on to preview the new Service Adviser Academy, officially launching at The Blend, which will offer a step-by-step framework for developing service advisers from entry level through to workshop control.
“These are real-world strategies that independent garages can apply straight away,” said Mike Ruff, host of The Blend Podcast. “Emma’s experience proves that investing in your people doesn’t just lift morale, it drives customer retention, staff retention and ultimately long-term business success.”
Emma will be speaking on the topic in more detail during her session, ‘The Exceptional Service Adviser: What It Takes to Succeed’, at The Blend on 18th October in Birmingham. Tickets for the conference and evening event are £150 + VAT and are available at www.theblend.events/tickets.
The Blend Podcast is available now on all major podcast platforms.
