“Treat your customer like you’d want to be treated.” That one sentence has guided Steve Burnett through more than four decades in the transmission business. It’s not just a piece of advice, it’s the philosophy that’s kept Burnett Transmission running strong in Ponderay, Idaho, long after many other shops have come and gone.
Steve’s journey wasn’t a straight line, and the success of Burnett Transmission didn’t happen overnight. It all started back in 1980 when he was wrenching on cars out of his garage, doing general repair work for neighbors and friends. That little setup soon grew into something more when, in 1986, he opened his first dedicated transmission shop in Washington state.
For the next ten years, Steve learned what it really meant to run a business, managing everything from customer relationships to overhead costs to technical challenges in a growing industry. Eventually, it was time for a new chapter. He sold the shop, packed up, and moved to Minnesota, where he opened his second transmission business in 1996.
In 2001, he and his family made the move that would change everything. Drawn to the beauty of northern Idaho and looking for a place that matched his lifestyle and values, Steve chose Sandpoint. “I knew I could rebuild transmissions anywhere,” he said. “But here, I could build a life.”
What started as another attempt at doing what he loved turned into a deeply rooted, respected, and community-focused business that has become a cornerstone in the Inland Northwest. Burnett Transmission, located in the town of Ponderay, has earned its reputation not only for top-notch technical work but for doing business with heart.
The shop today looks a bit different than it did in the early 1980s. Back then, there were no scan tools or high-tech diagnostic equipment. Everything was more hands-on, more trial-and-error. Steve has watched the industry evolve dramatically, especially in the last 10 to 15 years. “I commend anyone getting into this trade today,” he said. “There’s so much more to learn with the electronics and all these newer transmissions.”
Even with all the changes, one thing hasn’t: the way customers are treated. Steve’s shop has always operated on the belief that if a repair isn’t needed, it shouldn’t be sold. “There are business-oriented shops, and then there are service-oriented shops,” he said. “We’re a service-oriented shop.”
That mindset has helped Burnett Transmission thrive in a region where trust goes a long way. Ponderay and the surrounding communities may be small, but word travels fast. Over the years, the shop has become the go-to place for honest advice and dependable work, especially for the trucks and off-road vehicles that dominate the area. Nearly 80% of Burnett Transmission’s work comes from 4×4 pickups and other rugged vehicles built for mountain living.
But even the best philosophy needs structure. Steve credits a lot of his success to his early involvement with ATRA, particularly the seminars that helped him understand the business side of running a shop. “If you don’t know what it costs to open the doors, what your overhead is, or where your expenses are going, you’ll fail pretty quick,” he said.
One person who has left a lasting impression on Steve is Thom Tschetter, a mentor and industry leader who helped shape how Steve approached hiring and shop management. Thom introduced him to a framework for evaluating employees. “Are they trainable? Are they motivated? If the answer to both is no, they’re not a fit,” he described.
Those lessons stuck. Over time, Steve developed a solid team, focusing on bringing in people who had potential, even if they didn’t have all the skills yet. “Most of the time, they were motivated but needed training,” Steve said. “That’s where we came in.”
Now, as the shop moves into its next phase, Steve is preparing to pass the torch to the next generation. His son, Steve Jr., and his son-in-law, Jacob, are both deeply involved in the business. Jacob holds a business degree, is ATRA certified, and works as a rebuilder. Steve Jr. is also building transmissions with precision and care, just like his father taught him.
The team extends beyond family. The service writer, Jeremy, is the first point of contact for many customers, and Steve credits him with helping bridge communication between the front office and the shop floor. “He does a great job making customers feel comfortable,” Steve said. “When someone comes in with a major repair need, they’re already stressed. It’s our job to bring them peace of mind.”
In the bays, lead technician, Josh, handles R&R like a machine. “He’s a beast,” Steve said, clearly impressed. Robert, another tech in training, is following in his footsteps with guidance from the team. Together, the crew creates a working environment that’s more like a family than a workplace. “We have fun. We support each other, and we make sure every customer feels like they’re treated with respect.”
Steve believes that how you treat your employees directly affects how they treat customers. It’s all connected. “The customer can sense if your employees are being taken care of,” he said. “It changes the whole experience.”
That Golden Rule, at the heart of everything Steve does, applies inside and out. From greeting customers promptly to being transparent about repairs, everything at Burnett Transmission revolves around the idea that respect should be the baseline.
For Steve, it hasn’t all been smooth sailing. Running shops in different states meant dealing with different sets of rules and regulations. In Washington, Steve had to manage strict environmental compliance, including crushing used filters and storing them in 55-gallon drums for disposal. That kind of regulation adds cost and complexity, things a small business has to account for carefully.
Then came the COVID-19 pandemic, and with it, a whole new set of challenges. Parts shortages, shipping delays, and uncertainty all hit hard. But Steve noticed something interesting, business actually increased.
“When times get tough, people fix what they have instead of buying new,” he said. “From 2020 to 2023, customers weren’t asking, ‘How much will it cost?’ They just wanted to know if we could fix it,” he added.
That mindset shift reaffirmed something Steve had believed all along – this industry, when done with honesty and care, could weather almost anything.
One of Steve’s earliest habits, and one he recommends to anyone getting into the business, was visiting other shops. “I went on job tours to see how other shops ran things. It taught me a lot,” he said. “Don’t assume you’ve got it all figured out.”
These days, Steve still gets his hands dirty, especially with the older transmissions. He enjoys the work and the craft, but more and more, he’s focused on supporting his team and building a shop that will last long after he retires.
After more than 40 years in the industry, Steve Burnett isn’t slowing down, he’s just shifting gears. With his family beside him, a community behind him, and a business built on the Golden Rule, Burnett Transmission isn’t just a shop – it’s a standard.
