Business 13 www.aftermarketonline.net OCTOBER 2025 Leading from the front Ahead of The Blend event this month Emma Lindley, of Lindleys Autocentres, looks at how front-of-house teams can transform a business from the inside out Aspecialist in service adviser development, Lindley has taken nervous apprentices and turned them into confident team leaders. In the latest episode of The Blend Podcast, 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,” Lindley said. “When advisers truly understand that journey and have the confidence to handle every interaction, it can completely reshape how a garage operates.” Sharing real-life examples throughout the podcast, including that of a young apprentice who went from ‘last chance’ to assistant manager, Lindley demonstrates 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 stepby-step framework for developing service advisers from entry level through to workshop control. Podcast host Mike Ruff said: “These are realworld strategies that independent garages can apply straight away. 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.” The latest episode is available on all major podcast platforms. Lindley will be speaking in detail during her session — ‘The Exceptional Service Adviser: What It Takes to Succeed’ — at The Blend on October 18 in Birmingham. Visit www.theblend. events/tickets to attend. Mike Ruff and Emma Lindley Investing in people lifts morale and drives business success
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