In this solo Q&A episode of Owner Optional, James Stephenson answers a question from Jake, an Auto Repair Shop Owner in East Windsor, Connecticut.

Jake shares a situation many shop owners quietly struggle with: a long time technician who’s highly paid but no longer producing at the level the business needs. While conversations with the employee always go smoothly and sound positive, the reality on the shop floor tells a different story. Production is low, quality is slipping, and negativity seems to be affecting the rest of the team.

James breaks down why this situation is so common, how performance and attitude issues can quietly drain a business, and why “good conversations” without measurable change often keep owners stuck. The episode covers how to separate emotion from accountability, why clarity matters more than intent, and how unresolved people problems prevent a shop from becoming owner optional.

This episode is about leadership, standards, and making hard decisions in a way that protects the business, the team, and the owner. If you’ve ever wondered whether you’re being patient or avoiding a necessary change, this conversation will help bring clarity.

Owner Optional is hosted by James Stephenson, a Small Business Owner for over 20 years, Business Coach for more than a decade, and Multi Business Owner focused on building companies that don’t depend on the owner.

If you’re an Auto Repair Shop Owner or Small Business Owner who wants a company that can run without you, transition smoothly, or be sold, learn more at https://www.lotuspe.us
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