Electric vehicles make up a small share of the cars on American roads, but forecasts suggest that share will keep growing. Should the average repair shop be worried? Chris Chesney says no. They should be prepared.
Chris is vice president of training and organizational development at Repairify, with more than 50 years in the automotive industry as a master technician, service advisor, educator, and shop owner. In episode 78 of Maximum Octane, he and Kim Hickey discuss how he learned to make complex ideas simple, the problem of unconscious incompetence, the need for apprenticeships, preparing for new technology, and why repair is really about people.
What You Will Learn
- How “dumbing things down” helped Chris develop his teaching skills
- Turning unconscious into conscious incompetence
- The need for stimulating apprentice programs for technicians in the industry
- The automotive industry needs to be prepared for technology, not be afraid of it
- Auto repair shops are more about serving and understanding the person than about fixing the machine
The Power of “Dumbing Things Down”
Chris opens by explaining how “dumbing things down” in school, simplifying ideas so he could understand them, later helped him develop his teaching techniques. That skill is invaluable in auto repair, where technicians must understand complex systems and advisors must explain them to customers in plain language.
Simplifying complex topics is a valuable skill for technicians, advisors, and trainers alike. Technicians who can explain a problem in plain language help advisors communicate with customers. Advisors who can simplify technical information help customers make informed decisions. Trainers who can break down complicated systems help new technicians learn faster. Analogies, visuals, and step-by-step explanations make complex ideas easier to grasp.
Simplifying does not mean being inaccurate. It means focusing on what matters most to the listener and leaving out unnecessary detail.
From Unconscious to Conscious Incompetence
Around the 9 minute mark, Chris discusses what he sees as too much unconscious incompetence in the industry. This idea comes from the “four stages of competence” learning model. Unconscious incompetence means not knowing what you do not know. The first step toward improvement is conscious incompetence: becoming aware of the gaps. Only then can people learn effectively.
For shop owners, this applies to technicians facing new vehicle technology and to owners facing new business challenges. Encouraging honesty about knowledge gaps builds a culture of learning.
The four stages of competence model describes how people move from unconscious incompetence, where they do not know what they do not know, to conscious incompetence, conscious competence, and finally unconscious competence, where skills become automatic. In auto repair, a technician who has never worked on an advanced driver assistance system may not realize the complexity involved. Exposure and training move them through these stages. Leaders can help by encouraging honest assessment of skills and providing training to fill gaps.
The Need for Apprenticeship Programs
Chris highlights the need for stronger apprenticeship programs for technicians. Classroom education is important, but hands-on mentorship in a working shop is how many technicians truly develop. The U.S. Department of Labor’s Apprenticeship.gov offers resources for employers building programs, and ATI has announced new technician apprenticeship programs.
Apprenticeships combine structured learning with paid, on-the-job experience. They allow new technicians to earn while they learn, which makes the career more accessible. For shops, apprenticeships create a pipeline of trained technicians who understand the shop’s processes and culture. Registered apprenticeship programs may also offer access to funding and support through state and federal agencies.
An effective apprenticeship inside an independent shop does not need to be elaborate. It needs a mentor who has agreed to teach, a written list of skills the apprentice will learn in a logical order, and regular check-ins to confirm progress. Many shops start apprentices on maintenance and inspections, then move them into brakes, suspension, and electrical work as they demonstrate competence. Paying mentors for the time they invest, rather than expecting training to happen on top of a full production load, is one of the clearest signals that the shop takes the program seriously.
Prepare for Technology, Do Not Fear It
Around the 19 minute mark, Chris makes the case that the industry needs to prepare for technology rather than fear it. Electric vehicles, ADAS, and connected cars are changing what shops need to know and the equipment they need. Shops that invest in training and tools now will be positioned to serve those vehicles. Those that wait may lose customers.
The U.S. Department of Energy’s Alternative Fuels Data Center provides background on electric vehicles, and I-CAR and ASE offer training and certification on advanced systems.
Preparing for new technology involves training technicians, investing in diagnostic equipment and software, ensuring access to manufacturer repair information, and developing safety procedures for high-voltage systems. Shops do not need to make every investment at once. Monitoring the types of vehicles customers bring in, and planning investments as demand grows, helps manage costs while staying ready.
Safety is especially important with electric and hybrid vehicles. High-voltage systems require specific training and protective equipment. Shops planning to service these vehicles should prioritize proper safety training before taking on the work.
It Is About People, Not Machines
Chris closes with an idea that runs through Maximum Octane: auto repair shops are more about serving and understanding people than fixing machines. Customers come in worried, stressed, or confused. The technical work matters, but the experience of being understood and cared for is what brings them back.
Even as vehicles become more sophisticated, customers remain human. They want to be understood, treated with respect, and informed in ways they can understand. Shops that combine technical excellence with genuine care stand out. Chris’s perspective reminds the industry that technology is a tool for serving people, not a replacement for human connection.
At the counter, this often means slowing down long enough to understand the customer’s situation. A parent who depends on the car to get children to school, a commuter with a long drive, and a retiree on a fixed income may all need different conversations about the same repair. Asking how the vehicle is used and what worries the customer most helps advisors prioritize recommendations in a way that feels personal. Technology can speed up the process, but understanding the person is what turns a transaction into a relationship.
The Future of the Repair Industry
Industry experts expect vehicles to continue becoming more connected, automated, and electrified. That evolution will change the skills technicians need and the equipment shops require. It may also change how customers interact with repair shops, with more remote diagnostics and digital communication.
Independent shops that adapt can thrive in this future. Investing in training, building relationships with technology partners, and staying informed about industry changes help shops remain relevant. Organizations focused on training and remote diagnostics, like the one Chris represents, play an important role in helping shops keep up with change.
The most successful shops will likely be those that combine technical capability with outstanding customer service, using technology to enhance rather than replace the human relationships at the heart of auto repair.
How to Start Preparing for New Technology This Year
Preparing for electric vehicles and advanced systems can feel overwhelming, but breaking it into steps makes it manageable:
- Review recent repair orders to see how many hybrids, EVs, and ADAS-equipped vehicles are already coming in.
- Ask technicians which systems they feel least confident about, and use their answers to prioritize training.
- Send at least one technician to high-voltage safety training before any EV work is accepted.
- Confirm the shop has access to current manufacturer repair and calibration information.
- Build a simple equipment plan that ties purchases to the volume of vehicles that need them.
Taking even two or three of these steps moves a shop from unconscious incompetence toward a clear understanding of what it needs.
Technology Readiness Questions
- What percentage of vehicles in your area are hybrid or electric today?
- Which technicians have EV or ADAS training?
- What equipment would you need to service more advanced vehicles?
- Do you have a plan to develop new technicians through mentorship?
For more on industry change, listen to Is AI Here to Fix the Automotive Industry? and Jim Bennett in Why You Should Train Your Trainers.
Frequently Asked Questions
Should independent repair shops prepare to service electric vehicles?
Most independent shops should begin preparing, even if EVs are still a small share of the vehicles they see. Preparation can start with high-voltage safety training, learning which services EVs still need, such as tires, brakes, suspension, and cabin filters, and tracking how many hybrid and electric vehicles come in. Investing gradually as demand grows helps shops stay ready without spending heavily before the work arrives.
What are the four stages of competence?
The model describes four stages of learning. Unconscious incompetence means not knowing what you do not know. Conscious incompetence means recognizing the gap. Conscious competence means being able to do the task with focus and effort. Unconscious competence means the skill has become automatic. For technicians and shop leaders, the most important step is the move to conscious incompetence, because only then does learning begin.
How do I start an apprenticeship program at my auto repair shop?
Start by choosing a mentor who is willing to teach and has the patience to do it well. Write out the skills an apprentice should learn in a logical order, and set a schedule for reviewing progress. Pair on-the-job work with classroom or online training where possible. Check with your state’s apprenticeship office about registered programs, which may provide structure and support. Make sure mentors have time and recognition for training.
How can a service advisor explain complex repairs in simple terms?
Focus on what the customer needs to know: what is wrong, why it matters, and what happens if it is not fixed. Use analogies that relate to everyday experience, show photos or videos from the inspection, and avoid technical jargon unless the customer asks for detail. Checking for understanding by inviting questions helps confirm the message landed. Simple explanations build confidence and make it easier for customers to approve needed work.
