What Leadership Move Transformed Six Auto Repair Shops Fast?

Jon Kloosterman is the Chief Operating Officer of Westside Auto Group, a six-location auto repair organization based in Michigan. With more than 17 years in the business, Jon has grown alongside the company, stepping into the COO role in early 2020 during one of the most disruptive periods the industry has faced.

Having experienced growth from the ground level through executive leadership, Jon brings a practical, operator-first perspective on scaling auto repair shop teams. His experience navigating multi-location expansion, team development, and cultural alignment makes his insights especially relevant for shop owners and leaders managing growth without burning out their people.

In this episode…

What if the real challenge with scaling auto repair shop teams isn’t growth itself but how leadership shows up once growth starts moving faster? Many shop owners push harder on metrics, processes, and controls, only to find their teams more stressed and less effective.

In this conversation, Jon Kloosterman breaks down why sustainable growth depends less on dashboards and more on people. As shops expand from one location to many, the pressure to standardize everything can quietly erode trust, ownership, and collaboration. Jon explains why scaling auto repair shop teams requires leaders to simplify, step back, and let culture mature especially when the numbers look good but something still feels off.

Here’s a glimpse of what you’ll learn:

[01:08] Jon Kloosterman and his role at Westside Auto Group

[01:20] Growing up and working in the same Michigan community

[03:40] Entering the auto repair industry unexpectedly

[04:59] Stepping into the COO role during the COVID shutdowns

[06:40] Expanding from three to six locations over four years

[09:29] What differentiates Westside Auto Group in competitive markets

[13:14] Recruiting through internal referrals and trusted networks

[14:20] Balancing technical ability with cultural fit

[18:17] Simplifying KPIs to align teams around shared goals

[21:31] Encouraging ownership through internal communication

[24:46] A guiding leadership principle for collaboration

[25:35] Book recommendation that shaped service and culture thinking

Resources mentioned in this episode:

• Jon Kloosterman LinkedIn
• Westside Auto Group Website
• Tread Partners
• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn

Quotable Moments:

• “There is no one of us that’s smarter than all of us.”
• “It all comes down to the team.”
• “Process and procedures are going to get you a certain distance.”
• “When you have teams start to gel, that’s when the cool things really start to happen.”
• “We can teach a lot, but culture fit takes time.”

Action Steps:

1. Reevaluate how you approach scaling auto repair shop teams by prioritizing cultural alignment before adding more KPIs or controls.
2. Simplify performance tracking so teams focus on shared goals instead of individual metrics.
3. Use internal peer groups or messaging channels to encourage problem-solving without constant top-down direction.
4. Hire for attitude and team fit first, then invest in training to build technical capability.
5. Give leaders real ownership by involving them directly in financial and operational reviews.