Remarkable Results Radio Podcast

Thanks to our Partners, NAPA TRACS, and Today's Class Is your shop's first impression costing you customers? Did you know the phone is often your closest moment to the sale? Join service advisor training specialists Jen Davis and Doris Barnes from The Transformers Institute as they reveal how to turn inbound calls into a loyal customer relationship. Watch Full Video Episode Inside this episode: The Hidden Cost of Bad Calls: Missed opportunities like quoting a price without context don't just lose sales, they damage your brand and waste marketing dollars. First impressions are made in a fraction of a second. Beyond Price Shopping: Most service advisors unintentionally train customers to shop for price by failing to ask questions, build rapport, or show genuine curiosity. Price is often just the conversation starter. Empathy, Education & Reasoning: Learn the three pillars of phone success that shift calls from transactional to relationship-driven, positioning your shop as the trusted solution. From First Call to Lifelong Customer: Strategies to...

Thanks to our partner PromotiveThanks to our partner PromotiveIt's time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/

Thanks to our Partner, NAPA Autotech Training and Pico TechnologyWatch Full Video EpisodeResources: NAMI - https://helplinefaqs.nami.org/article/286-how-can-i-help-my-loved-one-during-a-I am not sick I don't need help - https://www.nami.org/wp-content/uploads/2023/11/I_am_not_sick_excerpt.pdfThanks to our Partner, NAPA Autotech TrainingNAPA Autotech's team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.Thanks to our Partner, Pico TechnologyAre you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Pinpoint faults in sensors, wiring, and components with unmatched accuracy. Visit PicoAuto.com and revolutionize your diagnostics today! Contact InformationEmail Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and SpotifyThe Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.

Thanks to our Partners, Shop Boss and AppFueledIn this no-fluff episode of the Auto Repair Marketing Podcast, Brian Walker is joined by Caroline Legrand, Danni Marks, and J.R. Portman for a candid conversation shop owners need to hear, especially if you're trying to figure out the real difference between a marketing agency, a business coach, and a fractional CMO.They dig deep into the roles each one plays, where responsibilities blur, and how shop owners can avoid the infamous “Spider-Man pointing fingers” scenario. You'll hear the good, the bad, and the straight-up truth about what happens when everyone's doing the work but no one knows who's really driving the results.From strategy gaps to operational blind spots, this episode is a masterclass in understanding who's responsible for what and how to build a team of partners (not vendors) who care as much about your success as you do.If you've ever asked, “Who do I trust?” or “Can I fire my CMO?”, you'll want to hit play, take notes, and maybe even send this one to your leadership team.Show Notes with TimestampsIntroduction and Episode Context (00:00:01): Brian Walker introduces the episode, explains the "fly on the wall" format, and sets up the discussion about marketing roles.Content Creation Process & AI Use (00:01:16): Explains their approach to content creation, use of AI, and the importance of unique, thought-leadership-based content.Episode Format and Sponsor Messages (00:03:31): Describes the episode's unique format, honesty in discussion, and includes sponsor messages.Defining Roles: Marketing Agency, Fractional CMO, and Coach (00:04:40): Breakdown of what each provider (agency, fractional CMO, coach) does for auto repair shops.Shop Marketing Pros: Scope of Work (00:05:36): Details the specific marketing tasks handled by Shop Marketing Pros, including SEO, ads, social media, and website management.Fractional CMO: Strategy and Accountability (00:06:53): Explains the role of a fractional CMO in driving strategy, creating plans, and holding others accountable.Coaching Companies: Business Guidance (00:08:01): Describes how coaches provide business advice, recommend agencies, and review marketing results.Overlap and Blurred Lines Between Roles (00:10:02): Discussion on where marketing agencies, CMOs, and coaches overlap, especially in client consultations.Marketing vs. Operations: Who Does What? (00:10:37): Clarifies the division between marketing services and shop operations, and where coaches step in.Consultative Role of Agencies (00:11:22): Agencies are increasingly expected to provide business advice, not just marketing services.Ongoing Agency-Shop Owner Relationship (00:12:04): Importance of proactive communication and evolving strategies between agencies and shop owners.Responsibility for Results: The "Finger Pointing" Problem (00:13:08): Addresses confusion when multiple providers are involved and how to identify who is responsible for issues.Case Example: Adjusting Marketing Services (00:13:43): Shares a real-world example of shifting marketing tactics based on client needs and results.Shop Owner Time Investment (00:14:19): Discusses the time commitment required from shop owners for effective marketing collaboration.Shop Owner Involvement and Results (00:14:34): Highlights that more involved shop owners see better marketing outcomes.Trust and Choosing Who to Believe (00:16:57): Advice on how shop owners should decide whom to trust when providers disagree.Variability in Provider

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode Jason Hladyniuk, service advisor coach at RPM Training, draws inspiration from the world of music to show how shops can be fully “in tune” and "showtime ready" the moment their doors open each morning. In this episode, you'll learn how this approach helps service advisors:• Deliver an outstanding client experience without getting lost in paperwork or daily chaos.• Lower stress by anticipating needs and having everything ready before clients arrive.• Read their “audience” and adjust communication, whether through a quick text or a detailed face-to-face chat.• Lead with consistent professionalism, not sales tactics, just as a dental hygienist confidently recommends treatment.• Use pre-appointment communication to set the stage for stronger client relationships at drop-off.• Commit to continuous practice and training, because like world-class musicians, the best advisors never stop rehearsing, adapting, and growing. Don't miss this episode, it's your backstage pass to delivering a flawless performance every day and creating lasting harmony with your clients! Jason Hladyniuk, service advisor coach at RPM Training Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club:

Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that's just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn In Episode 9 of "The Weekly Blitz," Coach Chris Cotton delivers a comprehensive overview of essential marketing and customer retention strategies specifically tailored for auto repair shop owners. He begins by stressing the importance of proactive marketing, explaining that waiting for customers to find you is no longer enough in today's competitive landscape. Chris details how leveraging digital tools such as Google My Business, Local Service Ads, search engine optimization (SEO), and targetEd digital ads...

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, ExpressWatch Full Video EpisodeIn our Episode Today:I've invited my friend Rui Martins to return for Part Two of our conversation on the repair shop role focused on communication. We discussed this topic in episode 22 - and I point just about every repair shop I work with to the concept of creating a reservationist position in their staff. I was introduced to this concept first with my former coach, Bob Greenwood, whom we lost in 2021 to an unexpected heart attack. I met Rui Martins when he was working with a shop that onboarded Autoflow. In the process - we quickly realized we were speaking a similar language, and shared many concepts and ideas. Today - we continue our conversation on many of those concepts as we discuss the role of a reservationist in the retention process.I highly encourage shops who value cultivating authentic, strong, and purpose filled relationships with their clients to listen to this as well as:Episode 022 on Speak Up - follow up with this episode.RRR Episode 922 - “The Role of the Reservationist in Auto Repair.”The Word of the Day:Profunditynoun: Deep insight, great depth of knowledge or thought.Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute's coaching helps you achieve success and financial peace.AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.comShop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. Contact InformationEmail Craig O'Neill: speakup@craigoneill.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmastersThe Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by...

Thanks to our Partners, NAPA TRACS, and Today's Class This episode explores how today's top automotive shops are transforming their business by taking a proactive approach—reaching out to customers instead of waiting for the phone to ring. Watch Full Video Episode You'll hear strategies to overcome common service advisor objections, such as “cold calling feels pushy” or “I don't have time,” supported by Dan Taylor's compelling data showing that just 10 calls can generate 2 appointments. We'll break down the different types of high-impact calls, thank you calls, deferred work reminders, and even simple “we miss you” check-ins that strengthen relationships and keep customers engaged. Plus, learn why tailoring outreach—whether by call or text—based on each customer's preference ensures communication feels genuine, not generic. This conversation reveals why outbound calls aren't just a task, but a growth opportunity. In an increasingly digital world, it's the personal touch that builds trust, sets your shop apart, and keeps customers coming back. Don't wait for loyalty, create it. Frank Ruzicka, BG Automotive, Fort Collins, CO Kent von Schilling, Ferber's Tire and Auto, Richmond, VA Jesse Peltzer,

Thanks to our partner PromotiveIt's time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/

Thanks to our Partner, NAPA Autotech Training and Pico TechnologyWatch Full Video EpisodeIn this episode of Diagnosing the Aftermarket A to Z, Matt Fanslow takes a detour from his usual pop culture quotes and instead pulls wisdom from an unlikely source: Tom Brady.Brady's recent interview stirred up some debate, but Matt digs into why technicians, shop owners, and service advisors should pay attention. It's not about football stats or Super Bowl rings—it's about preparation, accountability, and being part of a team that wins together.What You'll Learn in This Episode:Why Tom Brady's relentless preparation matters just as much in a repair shop as it does on the football field.How great technicians can (and should) take interest in more than just “their bay”—including front-of-house operations, management decisions, and shop profitability.The balance between accountability and respect: holding management and teammates responsible without tearing them down.How effort, process, and adaptability create opportunities for success—and why relying on “luck” isn't enough.The parallel between team sports and auto repair shops: winning requires every player, from the service advisor to the shop foreman to the owner.Matt also isn't afraid to jab at a few colleagues (sorry, Buffalo fans—Tom Brady didn't exactly give Josh Allen the blessing), all while reminding us that success in auto repair is about more than just cranking hours. It's about growth, teamwork, and improving the environment for everyone involved.Thanks to our Partner, NAPA Autotech TrainingNAPA Autotech's team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.Thanks to our Partner, Pico TechnologyAre you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Pinpoint faults in sensors, wiring, and components with unmatched accuracy. Visit PicoAuto.com and revolutionize your diagnostics today! Contact InformationEmail Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and SpotifyThe Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.

Thanks to our Partners, Shop Boss and AppFueledIn this heart-filled episode of the Auto Repair Marketing Podcast, Kim Walker sits down with Christina Beverly from Harrell & Beverly Transmission Auto Repair in Sanford, Florida. Christina shares the behind-the-scenes story of their now-annual teacher giveaway, an initiative born from local Amazon wish lists that quickly grew into a high-impact, community-shaping campaign. You'll hear how a $500 donation turned into $1,500, the emotional stories behind the nominations, and how this one simple idea rallied their team, elevated their brand, and aligned perfectly with their EOS-driven vision.This isn't just another feel-good story. It's a blueprint for what can happen when shops get intentional about giving back. From internal morale to external reputation, Christina explains how generosity fuels growth and how you can take this idea and make it your own.Ready to inspire your team, connect with your community, and build a brand people can't stop talking about? Hit play and take notes. Lagniappe (Books, Links, Other Podcasts, etc)https://www.harrellandbeverly.com/ https://www.harrellandbeverly.com/our-historyhttps://www.harrellandbeverly.com/teachers Christina's blog about her cancer: https://www.livingrarely.com/ Show Notes with TimestampsIntroduction (00:00:01) Brief intro to the Aftermarket Radio Network and the podcast.Host Welcome & Updates (00:00:10) Host welcomes listeners, gives personal updates, and introduces guest Christina Beverly.Sponsor Message 1 (00:00:57) Shop Boss sponsor message about shop management software.Guest Introduction & Conference Talk (00:01:17) Host and Christina discuss previous episodes, upcoming conferences, and Christina's involvement with Flaca.Travel & Podcasting Life (00:04:02) Host shares about frequent travel for work and its challenges.Classroom Giveaway Origins (00:04:44) Christina explains how the classroom giveaway started, inspired by teachers' Amazon wish lists and local needs.First Year of the Giveaway (00:05:22) Details about the first year's small-scale giveaway and unexpected national reach.Scaling Up the Giveaway (00:09:19) This year's expanded giveaway: $1,000 grand prize, $500 runner-up, and 271 nominations.Metrics & Website Impact (00:10:41) Discussion of increased website traffic and engagement during the giveaway.Last Year's Impact & Teacher Reactions (00:12:02) Reflections on last year's recipients and their gratitude, even from out-of-state teachers.Announcing Winners & Selection Process (00:12:41) How winners were chosen, the addition of a runner-up prize, and the team's involvement in selection.Winner Stories & Reactions (00:14:48) Stories about the winners, including a first-year trades teacher and their reactions to winning.Sponsor Message 2 (00:18:00) Shop Boss and App Fueled sponsor messages.Core Values & Business Why (00:19:58) Host and Christina discuss EOS, core values, and how generosity fits into their business mission.Community Reputation &...

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode Keith Katz shares practical insights from decades of running a successful auto repair business, offering shop owners real-world strategies to adapt and grow. From navigating the challenges of ADAS and EV technology to making bold investments in team training, Keith explains how the right decisions can set your shop up for long-term success. You'll also discover why shifting from being a hands-on technician to a strategic business leader is essential, how proactive succession planning protects the future of your shop, and the one move Keith wishes he made sooner—hiring a business coach. His honest reflection and actionable advice make this conversation a must-listen for any shop owner ready to evolve, embrace new technology, and secure lasting profitability. Keith Katz, Quality Service Center, York, PA. Keith's previous episodes HERE Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn:

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Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, ExpressWatch Full Video EpisodeIn our Episode Today:Craig O'Neill hosts his BOSS!Director of Content/Producer - Tracy Capriotto, joins the podcast to discuss her communication journey - which led her to LEAD the Remarkable Results Toastmasters Club as Club President in the 2024-2025 term.As the Immediate Past President, Craig invites Tracy to reflect on all she has learned by saying YES to taking a new role and stretching past her comfort zone.Tracy is well known in the industry as Carm Capriotto's daughter, but she is commonly behind the microphone, not in front of one! Listen in on the conversation as she shares experiences from early childhood when she was shy and quiet, and how her experiences being “a 3rd culture kid” shaped who she became as an adult. (The 3rd Culture concept was discussed with Jeremy Glassco in Episode 006).In this Episode:Tracy shares about her first time speaking upHow Toastmasters helped build confidenceHow being behind the mic was a great way to find her voiceHow conferences help YOU build confidence (Even if you're shy!)FORD for Small Talk (Family, Occupation, Recreation, Dreams)Listeners will enjoy getting to know more about Tracy and how she makes it very clear that you don't have to be the loudest voice in the room to have something worth saying.Our WOTD for this Episode:Winsome:AdjectiveGenerally pleasing and engaging often because of a childlike charm and innocenceThank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute's coaching helps you achieve success and financial peace.AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.comShop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. Contact InformationEmail Craig O'Neill: speakup@craigoneill.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmastersThe Aftermarket Radio Network: https://aftermarketradionetwork.com/

Thanks to our Partners, NAPA TRACS, and Today's Class Discover why providing customer transportation rather than leaving them to figure it out is quickly becoming a game changing differentiator in the automotive industry. Watch Full Video Episode We break down three powerful options: Loaner Cars & Rental Programs: Remove the “transportation barrier” for customers and make it easier for them to approve bigger jobs. Learn about the ROI, and how forming a separate rental company can slash insurance costs. Uber Business: Keep customers moving and increase your average work order by allowing them to approve more work without the wait. Fully web-based and trackable for simple management. Shuttle Services: Turn travel time into relationship building time. Using the “FORD” method (Family, Occupation, Recreation, Dreams), your staff can connect on a personal level and create customers for life. Tune in to hear how each option impacts ROI,...

Thanks to our partner PromotiveThe mega-money players have arrived—and they're changing the game for independent auto repair shops.Private equity is buying up some of the best shops in the country, often paying prices that make long-time owners' jaws drop. But what does this mean for you—the shop owner still running your business day-to-day? Should you be worried, or is there a hidden opportunity in all this change?In this episode of Business by the Numbers, Hunt Demerast, CPA at Paar Melis & Associates, breaks down what private equity really is, why they're suddenly so interested in auto repair, and the strategies they use to buy, scale, and sell. You'll learn not just how they operate—but what independent shop owners can borrow from their playbook to boost profitability and stay competitive.What You'll Learn:(02:51) Why this episode isn't about “how to sell”—and what it is about(03:27) The number one rule when approached by private equity (and why going it alone is risky)(04:42) How other industries—collision, HVAC, dealerships—have already been through this wave of consolidation(08:57) The big labor rate advantage collision shops have, and why private equity thinks it can apply to repair shops(11:16) The mindset difference: why private equity is only about profitable work(13:50) Strength in numbers: why 80 small shops are worth far more together than apart(16:10) How tire sales and bulk purchasing make their numbers work(17:57) The lessons independent shops can steal from private equity's approach(20:15) The choice: build for community or build for maximum money(22:27) Why a private equity buyout might actually make your life easier(24:37) The two possible futures for private equity in auto repair—and which is more likelyIf you've been curious, concerned, or just plain baffled by the rise of private equity in the auto repair world, this episode gives you the insider view—and the tools to prepare for what's next.Thanks to our partner PromotiveIt's time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio...

Thanks to our Partner, NAPA Autotech Training and Pico TechnologyWatch Full Video EpisodeThe Role of Content in the Automotive IndustryMatt reflects on his own content creation (radio ads, podcasts) aimed at demystifying auto repair for customers.The importance of transparency: explaining shop practices (e.g., credit card fees, brake fluid exchanges) without vilifying other shops."Chest-Thumping" vs. Educational ContentCritique of shops/technicians who create content showcasing their successes while trashing other shops.Shoutout to Oz Mechanics for focusing on excitement/problem-solving rather than tearing others down.The "Paper Tiger" PhenomenonTerm borrowed from martial arts: Those who "talk the talk" but can't "walk the walk."Historically, this applied to instructors who lacked hands-on skills—now amplified by social media's reach.Example: A shop's viral "success story" video ignored early diagnostic clues, leading to a questionable repair path.Ethical Dilemmas in Content CreationShould experts call out errors in others' content? Risk of appearing elitist or "stealing thunder."Public vs. private feedback: Acknowledging mistakes (e.g., follow-up videos) builds trust with audiences.The Power of Collaboration"Rising tides lift all boats": Success doesn't require devaluing peers.Admitting fallibility (e.g., ScannerDanner's approach) strengthens credibility.Notable Quotes:"Pushing people down to prop yourself up is like drowning together—collaboration is survival.""Paper Tigers thrive in the spotlight but crumble under real-world scrutiny.""The motoring public doesn't see diagnostic missteps—they just see a fixed car. But should we hide those mistakes?""Can we check our egos at the door? Honesty and humility might just be the best marketing tools we've got."Thanks to our Partner, NAPA Autotech TrainingNAPA Autotech's team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.Thanks to our Partner, Pico TechnologyAre you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Pinpoint faults in sensors, wiring, and components with unmatched accuracy. Visit PicoAuto.com and revolutionize your diagnostics today! Contact InformationEmail Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and SpotifyThe Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion.

Thanks to our Partners, Shop Boss and AppFueledLet's be real, owning a shop isn't just about fixing cars. It's about managing chaos, wearing 15 different hats, and staying strong through it all. And sometimes? That strength takes a serious hit.In this episode, Kim goes deep with Rachel Spencer, co-owner of Spencer's Auto Repair, and Leisa Ann from KeepMePostedToday.com, to talk about something we don't talk about enough: mental fitness. From road construction disasters to walking across the country (literally), these two women share what it takes to keep your head in the game when life throws punch after punch.Rachel opens up about the emotional toll of a car accident, staffing struggles, leadership pressure, and how practicing “the pause” helped her reset. Leisa shares powerful lessons from her 3,000-mile walk to raise mental health awareness, like how to reset your energy, build an emotional bank, and stop carrying other people's baggage.This episode is raw, practical, and filled with the kind of real-life advice you won't get in a book. Whether you're burned out, overwhelmed, or just need a reminder that you're not alone, this conversation is the reset button you didn't know you needed.Thanks to our Partners, Shop Boss and AppFueledThis episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”How To Get In Touch With the GuestLeisa AnnKeepMePostedTodayRachel Spencer Spencer's Auto CareLagniappe (Books, Links, Other Podcasts, etc)Plan With The ProsShow Notes with TimestampsIntroduction and Sponsor Acknowledgments (00:00:01) Kim introduces the podcast, guests, and topic of mental fitness; sponsor messages are shared.Guest Introductions and Background Stories (00:01:30) Kim introduces Rachel Spencer and Lisa Ann, sharing how she met each and their backgrounds.The Road Construction Crisis: Kim's Story (00:06:55) Kim recounts her and Brian's experience with a devastating road construction project and its impact on their business and mental health.Rachel's Road Construction Experience (00:09:46) Rachel describes her shop's recent road construction challenges, a car accident, and the resulting stress on her and her team.The Power of Practicing the Pause (00:11:05) Rachel discusses learning to slow down, practice gratitude, and the importance of pausing during stressful times.Sponsor Messages (00:15:07) Additional sponsor messages about shop management software and customer loyalty apps.Lisa Ann's Cross-Country Walk and Mental Fitness (00:17:08) Lisa shares her journey walking across the country to raise awareness for mental fitness and practical self-care strategies.Making Emotional Deposits and Building Support Networks (00:22:08) Discussion on the importance of emotional support, surrounding yourself with positive people, and...

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode Dan Malloy unveils a game-changing tool for your client advocates: the practice bot. Discover how this innovative AI-powered system is transforming sales training and driving unprecedented success on the service counter. Here's what you'll learn: - Orchestrate Sales Success: Learn how to get your entire team, your "orchestra of client advocates," to "sing the same song" in unison, reflecting your business's unique vision and culture in every customer interaction. - Develop "Muscle Memory" for the Counter: Just like professional musicians or athletes, your service advisors need "muscle memory" to confidently handle customer conversations. Discover how daily, consistent practice with a bot can make effective communication feel natural. - Conquer the Price Shopper: Understand the "killer" impact price shoppers have on closing rates (e.g., dropping from 81% to 42% for oil changes, or 35% to 17% for tires). Learn how the practice bot and Dan Malloy's approach equip your team to handle these crucial conversations without immediately giving a price. - Embrace AI for Data-Driven Growth: Explore how AI goes beyond traditional "keyword spotting" to analyze calls, score performance automatically, and provide invaluable "language KPIs." Understand how this data on communication directly drives your traditional business KPIs and profitability. - Mandate Daily Practice: Learn why the best companies are making bot practice mandatory, just like opening the store or running batting cages, and how it fosters a high-level, professional team. Dan Molloy, Molloy Business Development Group. Dan's previous episodes HERE Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook:

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, ExpressWatch Full Video EpisodeOn this show, we talk about communication and leadership skills - and well, sometimes I just have something to say, pulling from recent experiences that I hope will help or inspire you on your journey - because it's helped me on mine.If you've caught on to some of my themes these past few months, you'll notice that I have spent a lot of time discussing distractions, attention, and the importance of being present for those we are with. These musings are interspersed with some immediately practical topics related to the automotive aftermarket - and all of it is seasoned with some communication strategies applicable to just about anyone.You'll have heard me say that sometimes it can be extraordinarily difficult to hear our own thoughts, or the positive (usually softer) voices in our lives, or especially difficult - respecting the gentle tuggings on our soul- those unseen nudges that urge us forward into greater refinement. Our world hasn't made noticing such things easier - and I've been seeing a repetitive theme in my readings as of late regarding the negative impacts of technology. What astonishes me though - is how the things I've been paying attention to take a long time to make sense, and once they do - suddenly you are making connections just about everywhere you go- like you suddenly realized there is a song playing that describes your journey. I'll tell you now - this episode's story ends with me taking the next logical step to my ‘Irish goodbye” on Facebook (An Irish goodbye is when you don't say anything about leaving… but just leave). That next step was deleting my account. (it takes 30 days I guess they want you to have time to change your mind).The episode begins with an “Educational minute” I delivered to my local toastmasters club (actually 5 minutes) - and while that speech ended with some advice on notifications (akin to what I described you you in Episode 39: The War Against Notifications - this episode will end… well I just told you how it ends - listen to see how I got here.Our WOTDPuerile - AdjectiveChildish or silly:Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute's coaching helps you achieve success and financial peace.AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.comShop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Express by Facepay myexpress.io. Keep your existing merchant processor and...

Visit https://ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that's just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/If you would like to join their private Facebook group go here:

Thanks to our Partners, NAPA TRACS, and Today's Class Greg Bunch and Jen Davis unpack why the real engine of shop success isn't just technical skill, it's people skills. Watch Full Video Episode Key Takeaways: Auto Repair Is a People Business: Learn why shifting your focus to relationship-building and empathy is crucial for service advisors, who are often "therapists" to anxious customers. Emotions Drive Decisions: Customers make big emotional and financial decisions, yet we often treat interactions as fast, transactional processes. Discover how to connect with customer pain points, concerns, and fears to build trust and make them feel like a priority, even when smoke is coming out of their engine. Soft Skills = Profitability: Implementing soft skills like active listening and thoughtful questioning leads directly to climbing average repair orders, more five-star reviews, and significantly higher customer retention.

Thanks to our partner PromotiveIt's time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/The Show is sponsored by:Shop-Ware on the web at getshopware.comNAPA Auto Care Repair Shop of Tomorrow at https://repairshopoftomorrow.comHunt Demarest, CPAPaar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online : www.paarmelis.comEmail Hunt: podcast@paarmelis.comGet a copy of my Book : Download...

Thanks to our Partners, Shop Boss and AppFueledWhen it comes to community involvement, some shops talk about it and others just do it. In this episode, I sit down with Chris Luoma, third-generation owner of Jerry's Automotive in Lansing, Michigan, to talk about what it looks like to give back with heart.From car giveaways to Toys for Tots, Chris shares how giving back has become more than just a marketing tactic; it's part of his shop's DNA. We talk about the humble beginnings of this family-run business, what inspired their vehicle donation program, and how they've given away five cars (and counting) to people who truly needed a hand up.Chris walks us through the process of acquiring and fixing the vehicles, how they choose recipients, what the response has been like, and how it's created a stronger bond between his shop and the community. You'll also hear how local news coverage, Facebook engagement, and a little creativity have helped grow their reach, without needing a huge marketing budget.This episode isn't just about cars. It's about impact. It's about showing up for your town, doing something that matters, and watching how it all comes back to you in ways you can't always track but can always feelThis episode is sponsored by Shop Boss. Shop Management software that works the way you need it to right out of the box. Are you ready to convert clients to members? App Fueled specializes in creating custom apps tailored specifically for professional auto repair businesses. Visit Appfueled.com to get started today. Keep your shop top of mind on the mobile device they love.How To Get In Touch With the GuestChris LuomaJerry's AutomotiveLagniappe (Books, Links, Other Podcasts, etc)News Coverage of Vehicle GiveawayShow Notes with TimestampsIntroduction and Guest Welcome (00:00:10) Brian introduces Chris Loma, outlines the episode's focus on community involvement and vehicle giveaways.Shop History and Legacy (00:02:26) Chris shares Jeffries Automotive's 55+ year history, family ownership, and shop evolution.Long-Term Staff and Team (00:03:59) Discussion about long-term employees, technician shortage, and the value of a strong team.Origins of Community Involvement (00:04:41) Chris explains how giving back became a core value, inspired by his grandfather's philosophy.Charitable Activities Overview (00:05:30) Overview of shop's charitable work: Toys for Tots, veterans, VFW, and car giveaways.Shop Decor and Local Identity (00:06:01) Conversation about the shop's old trucks, their use in community events, and as shop decor.Choosing Causes to Support (00:07:02) Chris discusses how they select which causes to support and the challenges of choosing recipients.Other Community Involvement (00:08:03) Support for local VFW, Little League, high school sports, churches, and plans for more involvement.ROI and Motivation for Giving Back (00:09:24) Brian and Chris discuss the intangible returns of community involvement versus trackable ROI.Sponsor Messages (00:11:46) Mid-episode sponsor advertisements for Shop Boss and App Fueled.Vehicle...

Thanks to our Partner, NAPA Autotech Training and Pico TechnologyWatch Full Video EpisodeKey Discussion Points:Two Types of Angry PeopleExplosive: Outwardly aggressive (e.g., yelling at a cashier).Implosive: Bottled-up anger that can lead to extreme reactions (e.g., the quiet cashier who "snaps").No One Starts at 100% AngerAnger escalates in stages—people don't go from 0 to 100 instantly.Triggers (work stress, home life, past trauma) compound over time.Personal Reflection: Parenting & ADHDMatt shares struggles with his son's ADHD and his own reactive anger.Realization: Frustration often stemmed from unrealistic expectations, not the child's behavior.Lesson: Awareness is key—but applying knowledge is harder than reciting it.Handling Anger in the WorkplaceFor Leaders/Co-workers:Approach outbursts with curiosity, not defensiveness.Validate feelings without justifying bad behavior.Ask: "What else is going on?" (e.g., home stress, financial fears).For Customers:High-conflict clients may already be at "50%" before they walk in.Respond with calm energy, active listening, and empathy.Example: "I understand why you're scared. It's hard to trust when you're unsure."De-escalation TacticsMirroring: Match the energy level you want (e.g., stay calm to diffuse rage).Validation: Acknowledge emotions without agreeing to unreasonable demands.Safety First: Remove yourself or others if the situation escalates dangerously.Why This Matters in the AftermarketMost customer outbursts are rooted in fear (e.g., being ripped off, losing control).A thoughtful response can turn a raging customer into a loyal one—or reveal irreconcilable differences.Thanks to our Partner, NAPA Autotech TrainingNAPA Autotech's team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.Thanks to our Partner, Pico TechnologyAre you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Pinpoint faults in sensors, wiring, and components with unmatched accuracy. Visit PicoAuto.com and revolutionize your diagnostics today! Contact InformationEmail Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and SpotifyThe Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion.

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode In this episode, we're flipping the script on how we prepare the next wave of talent in the auto repair world. It's not just “training” anymore – The future of our industry needs more than just teaching people how to turn wrenches. It's about real education that prepares them to think, solve, and lead. The repair bay of tomorrow – Imagine clean, high-tech “surgical rooms” with white lab coats, big screens, and smart tools—where cars are diagnosed like patients. Let's make this career sexy – To attract today's tech-savvy, digital-native crowd, we've got to show them this is a career filled with innovation, tech, and opportunity. Soft skills are a big deal – Communication, confidence, and life skills are just as important as technical know-how. Training isn't cheap, and that's okay – One expert says shops should spend $3,000 to $5,000 a month on education. Yep, even the small ones. Because falling behind costs more. Leaders: don't gatekeep – Share your tips, be open to different learning styles, and remember that even the small stuff you know can make a huge difference to someone starting out. This episode isn't just about fixing cars—it's about fixing how we grow the people who will shape the future of this industry. Chris Machado, Circle M Tire & Auto and Circle M Truck Repair Bakersfield, CA. Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS

Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that's just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn ​In episode seven of "The Weekly Blitz," Coach Chris Cotton of Auto Fix Auto Shop Coaching delivers an insightful discussion on the essential role of shop safety and cultivating a positive work environment for auto repair shop owners and their teams. Chris begins by stressing that safety is not just a regulatory requirement, but a foundational element for long-term business success and employee satisfaction.Throughout the episode, Chris breaks down a variety of practical safety measures that every shop should implement. He discusses the importance of providing and consistently using personal protective equipment (PPE), such as gloves, safety glasses, and proper footwear, to minimize the risk of injury. He also covers safe chemical handling procedures, including proper labeling, storage, and disposal of hazardous materials, as well as the necessity of maintaining up-to-date Safety Data Sheets (SDS) and training staff on chemical safety protocols.Chris goes on to address the correct use of lifting equipment, emphasizing the need for regular equipment inspections, proper lifting techniques, and clear communication among team members to prevent accidents. Fire safety is another key topic, with Chris outlining steps like maintaining accessible fire extinguishers, conducting regular fire drills, and ensuring all staff are familiar with emergency evacuation routes. Electrical safety is highlighted as well, with reminders to inspect cords and outlets, avoid overloading circuits, and promptly address any electrical hazards.Slip, trip, and fall prevention is also discussed, with Chris recommending routine housekeeping, immediate cleanup of spills, and the use of anti-slip mats in high-traffic areas. He underscores the importance of emergency preparedness, encouraging shop owners to develop and regularly review emergency response plans, conduct safety meetings, and provide ongoing safety training for all employees.Beyond physica...

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, ExpressWatch Full Video EpisodeIn this episode - Craig has some fun with an old anecdote that intends to reminds us how important it is to take a customers complaint seriously - even when it sounds absolutely ridiculous!The old story is about a man whose new Pontiac will not start ONLY if he goes and picks up vanilla ice cream… but if he buys other flavors, like strawberry or chocolate.While this story may not be the best case study for a no start diagnostic process - it DOES provide a great moral lesson for taking clients seriously so you can get to the real details and the facts that matter.Grab some vanilla ice cream and enjoy Craig's take on this story and please consider sharing your own radical stories from the shop to speakeup@craigoneill.net.Communication gaps are almost always prevalent when those strange cases come up - and we're sure you have a good example that could be worth sharing!The WOTD: Anecdote: A short amusing or interesting story about a real incident or person.An account regarded as unreliable or hearsayIn our episode today…We're talking about Customer complaints. Specifically the off the walls ones.More specifically - listening to them - as though what they are saying is accurate and true - even though things don't even remotely plausible.You don't need to be in auto-repair to appreciate this topic - but our loyal listeners who ARE in auto repair - you definitely will. For me - there was a common gripe I'd hear from our techs at the transmission shop. “I can't get it to act up!” Which is a horrible thing to have to call the customer to tell them.They know there is a problem.We can't see it.And in many cases - this is where things end.The real problem, you guessed it, is a communication problem. Sometimes the details provided for our specialists are just not very clear - and what we do get from clients make it impossible to replicate an issue so we can diagnose a problem. It's why, in auto repair, intermittent problems are an absolute pain and can be massively time-consuming to solve. But this came across my desk from one of my colleagues in Autoflow. It's something of an anecdote - Anecdotenouna short amusing or interesting story about a real incident or person."told anecdotes about his job"Never underestimate a customer's complaint, no matter how funny it might seem! This is a real story that happened between the customer of General Motors and its Customer-Care Executive. A complaint was received by the Pontiac Division of General Motors: This is the second time I have written to you, and I don't blame you for not answering me, because I sounded crazy, but it is a fact that we have a tradition in our family of Ice-Cream for dessert after dinner each night, but the kind of ice cream varies so, every night, after we've eaten, the whole family votes on which kind of ice cream we should have and I drive down to the store to get it. It's also a fact that I recently...

Thanks to our Partners, NAPA TRACS, and Today's Class Camp D.R.I.V.E., (Determination, Resourcefulness, Vision, Enthusiasm) created by Weston and Tenise Chapman of Black Hills Tire, is a powerful hands-on initiative that introduces kids aged 12–15 to the world of automotive technology. Now in its third year, this two-day experience puts young participants in the driver's seat—changing tires, doing oil changes, welding, and more—across interactive stations. Camp D.R.I.V.E. is changing perceptions about the industry by showcasing its technical, creative, and rewarding sides. The conversation also explores the program's community impact and offers practical tips for other shops looking to launch something similar, including how to manage costs, secure insurance, and collaborate with local partners. Tenise and Weston Chapman, Black Hills Tire, Rapid City, SD. Listen to previous episodes HERE Show Notes: Watch Full Video Episode

Thanks to our partner PromotiveThanks to our partner PromotiveIt's time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/The Show is sponsored by:Shop-Ware on the web at getshopware.comNAPA Auto Care Repair Shop of Tomorrow at https://repairshopoftomorrow.comHunt Demarest, CPAPaar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online : www.paarmelis.comEmail Hunt:

Thanks to our Partner, NAPA Autotech TrainingIn this episode, Matt Fanslow reflects on the recent passings of two cultural icons—Ozzy Osbourne and Hulk Hogan—and draws parallels between their careers and the automotive aftermarket industry. Both figures revolutionized their respective fields (music and professional wrestling) through innovation, perseverance, and an unparalleled connection with their audiences. Matt explores what we can learn from their legacies, including the importance of passion, reinvention, and recognizing opportunities outside our comfort zones.Key Discussion Points1. Ozzy Osbourne: The Accidental Pioneer of Heavy MetalOzzy's final performance at the Power Trip festival, where he performed in immense pain, skipping pain meds to stay present.How Black Sabbath (with guitarist Tony Iommi) accidentally created metal by downtuning guitars after a workplace injury.The importance of appreciating contributions even if you're not a die-hard fan.The value of knowing how you've impacted others (like Ozzy hearing tributes before his passing).2. Hulk Hogan: The Man Who Made Wrestling MainstreamHogan's physical sacrifices (spinal damage from his signature leg drop) and how wrestling is a work but not fake.His ability to connect with audiences in ways no wrestler had before—comparable to Stone Cold Steve Austin and The Rock.How Hogan's heel turn (becoming a villain with the NWO) revitalized wrestling during a slump.The role of timing, charisma, and reinvention in long-term success.3. Lessons for the Automotive AftermarketPassion & Perseverance: Like Ozzy and Hogan, success in the aftermarket requires dedication and pushing through challenges.Reinvention: Hogan's shift from hero to villain kept him relevant—how can shops adapt to stay ahead?Breaking Out of Comfort Zones: Both Ozzy and Hogan expanded beyond their core careers (reality TV, movies). How can shops engage in community work, sponsorships, or other visibility-boosting activities?Continuous Improvement: Getting 1% better every day compounds into major growth over time.4. Personal Reflections & Industry ParallelsMatt's admiration for educators like Paul Danner, who revolutionized training accessibility.The importance of finding the right shop culture for growth (just as Hogan thrived under Vince McMahon's WWE expansion).Why awareness of opportunities—both inside and outside the industry—is crucial.Notable Quotes"Ozzy and Hogan didn't just succeed in their fields—they redefined them. That's the kind of impact we should strive for in the aftermarket.""Wrestling isn't fake; it's a performance with real consequences. Same goes for our work—every repair matters.""If you improve by just 0.33% every day, you'll be 100% better in a year. Small steps lead to big changes."While Ozzy and Hogan came from entirely different worlds, their stories remind us that innovation, adaptability, and connection are universal keys to success. Whether you're a technician, shop owner, or industry educator, there's always room to grow—and maybe even revolutionize your corner of the aftermarket.Thanks to our Partner, NAPA Autotech TrainingNAPA Autotech's team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.Contact InformationEmail Matt:

Thanks to our Partners, Shop Boss and AppFueledYou know that feeling when summer's barely over, kids are back in school, and suddenly you're staring down September, wondering what the heck to post on social media? Yeah, that's where this episode comes in. Brian is back with Caroline Legrand for their monthly marketing prep session, your go-to podcast for staying ahead with smart, simple ideas that actually matter.They're covering everything from prepping your fall events, tying in national awareness months (like National Preparedness Month), and even having some fun with off-the-wall days like “Talk Like a Pirate Day” and “Bald is Beautiful.” But it's not just fluff, this episode is packed with real ways to build trust, showcase your shop's personality, and create content that positions your brand as the go-to in your community.Whether it's using DVI photos the right way, setting up educational posts, or just being more intentional with your calendar, this episode is all about showing up prepared before your slow season hits.This episode is sponsored by Shop Boss. Shop Management software that works the way you need it to right out of the box. Want to revolutionize your marketing? AppFueled does it all email, text, app notifications, and even call center integration. Stop guessing and start connecting with AppFueled.comLagniappe (Books, Links, Other Podcasts, etc)Preparing for August's MarketingDays of the YearNational Calendar Show Notes with TimestampsIntroduction and Sponsor Acknowledgement (00:00:10): Brian introduces the episode, guest Caroline, and thanks the sponsor. Sets up the September marketing theme.Overview of September Marketing and Industry Events (00:01:09): Discussion about September being packed with causes and events, and how shops can leverage industry events and conferences.Smoothing Out Workload for the Holidays (00:03:59): Advice on scheduling regular clients during slower holiday months to balance shop workload.Monthly Themes: Save Your Photos & National Preparedness Month (00:05:44): Encouragement to take and use shop photos, and tie in National Preparedness Month with vehicle safety and maintenance.Preparedness Content and Giveaways (00:07:20): Ideas for preparedness videos, EDC (Everyday Carry) for vehicles, and preparedness kit giveaways.Community Sponsorships: Little League & Baby Safety (00:11:23): Promoting shop involvement in Little League sponsorships and baby safety events, including car seat checks.Read a New Book Month (00:13:20): Encouraging team reading and sharing book recommendations as part of shop culture.Weekly Themes: Child Passenger Safety & Compassionate Leadership (00:13:37): Highlighting Child Passenger Safety Week and Compassionate Leadership Week, and their relevance to shop training and culture.Other September Weeks: Fall Foliage, Security Officer, Truck Driver Appreciation (00:15:30): Ideas for pre-trip checks, security officer discounts, and truck driver/fleet customer appreciation.Fun September Days: Beards, Bacon, Labor Day, Pizza, Beer (00:18:09): Creative content ideas for World Beard Day, International Bacon Day,...

Thanks to our Partners, NAPA Auto Care and NAPA TRACS This episode dives into the real challenges of technician retention and why it's time to rebrand automotive careers, moving beyond the outdated terms “mechanic” or “technician” to embrace the title of “specialist.” Craig Noel unpacks the urgent need to move away from traditional flat rate pay systems and toward compensation models that prioritize fair pay, financial security, and work-life balance. He also shares his own innovative pay structure designed to reward skill and dedication while keeping top talent engaged. Craig Noel, Sun Automotive, Springfield, OR. Listen to Craig's previous episodes HERE Show Notes Watch Full Video Episode Rise of the Specialist - A NEW Language Standard for Auto Repair Specialists: https://remarkableresults.biz/downloads/ Episodic Education (00:01:06) Shop Expansion and ADAS Specialty (00:01:45) Staffing Challenges and Work-Life Balance Shift (00:02:54) From Mechanic to Technician to Specialist (00:05:22) The Rise of the Specialist (00:06:22) Educating Consumers on Complexity (00:07:56) Recognition and Respect for Technicians (00:09:52) Shift from Flat Rate to Work-Life Balance (00:10:24) Craig's New Pay Structure (00:12:47) Bridging the Generational Gap (00:20:06) Financial Transparency with Staff (00:21:03) Personal Motivation for Change (00:23:34) Recruitment and Retention Strategies (00:26:58) Diverse Career Paths in Automotive (00:27:47) The Power of Language: Calibration Specialist (00:29:05) Educating Customers on Technical Systems (00:29:47) Value of ASE Certification and Public Recognition (00:30:56) Integrity and Problem-Solving in the Shop (00:32:09) Training...

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops. Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/Check out their podcast here: https://autorepairmarketing.captivate.fm/If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindVisit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that's just as great. In episode six of "The Weekly Blitz," Coach Chris Cotton expertly guides auto repair shop owners through an in-depth, eight-step diagnostic process designed to improve shop consistency, profitability, and customer trust. Throughout the episode, he emphasizes the importance of clear communication with both technicians and customers, ensuring everyone understands the diagnostic procedures and findings. Chris highlights the necessity of thorough and accurate documentation at every stage, which not only protects the shop but also provides transparency for clients. He also stresses the value of charging appropriately for diagnostic work, explaining how this reinforces the professionalism of the shop and ensures technicians are compensated for their expertise.Chris delves into how implementing a standardized diagnostic approach helps prevent costly comebacks, reduces errors, and boosts technician confidence by providing a clear roadmap for every job. This consistency, he explains, leads to higher quality repairs and builds lasting, trust...

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-BoundWatch Full Video EpisodeIn our episode today:In this episode we'll hear about Rhonda's communication journey and how her relationship with Jimmy has lead to a new path speaking and presenting on topics loyal listeners of Speak Up will certainly appreciate.Rhonda Cites George Bernard Shaw with one of her favorite quotes sums:“The single biggest problem in communication is the illusion that it has taken place.”What we say seems clear to us - but as Rhonda will express - misalignment often lurks beneath the surface.Craig asks Rhonda a key question in this discussion:"What would you tell someone who asks you - why should I need to adapt to others?"Topics Include:Gaps in Communication How some chaos is a good thing! (It means there is plenty of demand!)It can be exhausting to adapt to othersThe importance for leaders to show up as a person.A book recommendation: Crucial ConversationsOur WOTD isAdaptive(Adjective)The adjective "adaptive" describes something that has the ability or tendency to adapt to different situations. This means being able to:Adjust to new circumstances, changes, and challenges.Be flexible, open-minded, and willing to embrace uncertainty.Modify characteristics, behaviors, or strategies to suit varying conditions or needs.Listeners curious about Rhonda's business - Scale the Chaos can see more on her website:https://www.scalethechaos.com/Rhonda can be emailed at rhonda@scalethechaos.com or reached out to via LinkedInThank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute's coaching helps you achieve success and financial peace.AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.comShop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Contact InformationEmail Craig O'Neill: speakup@craigoneill.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmastersThe Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results...

Thanks to our Partners, NAPA TRACS, and Today's Class This episode features Brakes for Breasts co-founders Leigh Anne Best and Laura Frank, along with Cleveland Clinic researcher Dr. Justin Johnson, as they celebrate the automotive industry's role in raising over $2 million for breast cancer vaccine research. They share the initiative's grassroots beginnings, its 100% donation to research model, and provide an update on the vaccine's progress, highlighting the completion of Phase One trials and the upcoming launch of Phase Two. A key highlight of the campaign: During October, independent auto repair shops across the U.S. offer free brake pads to customers. For every brake service performed, the customer receives their brake pads at no cost and only pays for labor and other parts. In turn, each participating shop donates 10% of the brake service total to the Cleveland Clinic Breast Cancer Vaccine Research Fund. The episode also shares the inspiring story of Jennifer Davis, the first vaccine recipient, and encourages more shops to get involved in this unique, community driven fundraising effort that's helping fuel groundbreaking research. Show Notes: Watch Full Video Episode The First Breast Cancer Vaccine Trial Recipient: Jennifer Davis [CC 111]: https://remarkableresults.biz/remarkable-results-radio-podcast/cc111/ Introduction (00:00:00) Celebrating the $2 Million Milestone (00:03:08) Origin Story of Breaks for Breasts (00:03:46) Connection to Cleveland Clinic and Dr. Tuohy (00:06:01) Personal Motivations for Founding (00:06:55) Industry Call to Action and Broader Impact (00:07:31) Expanding Research Beyond Breast Cancer (00:10:09) Clinical Trials Overview: Phase One (00:12:14) Clinical Trials: Phase Two and Three Plans (00:14:08) How Research Funding Works at Cleveland Clinic (00:19:42) 2024 Check Presentation and Fundraising Impact (00:21:03) Jennifer Davis: The First Clinical Trial Patient (00:23:38) Hope and Realistic Expectations...

Thanks to our partner PromotiveIt's time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/

Thanks to our Partner, NAPA Autotech TrainingMatt Fanslow dives into an unexpected but fascinating comparison between Jurassic Park and the auto repair industry, exploring themes of chaos theory, unintended consequences, and the importance of foundational knowledge. Drawing parallels from the iconic film (and Michael Crichton's novels), Matt discusses how small decisions—like cutting corners or skipping fundamentals—can lead to big, unpredictable outcomes in business, careers, and life.Key Topics Discussed:"Your Scientists Were So Preoccupied With Whether They Could, They Didn't Stop to Think If They Should"How the pursuit of innovation without foresight mirrors challenges in the automotive industry.The dangers of prioritizing profit or speed over sustainability and safety.Chaos Theory & The Butterfly EffectSmall, seemingly insignificant actions can have massive consequences (e.g., a poorly coded security system in Jurassic Park → dinosaur chaos).Applying this to business: How initial conditions (hiring, training, ethics) shape long-term success or failure.The Perils of Skipping FundamentalsIan Malcolm's critique in Jurassic Park: "You stood on the shoulders of giants but never learned the underlying theory."Why technicians can't jump straight to advanced diagnostics (e.g., lab scopes) without mastering electrical fundamentals."Fundamental ≠ easy. It's the foundation everything else relies on."Unintended Consequences in Auto RepairNedry's sabotage: How underpaying for critical services (e.g., software, training) backfires.Diet analogy: One unhealthy choice can undermine progress—just like one overlooked repair detail can lead to comebacks.Awareness & the "Little Things"The importance of paying attention to details in workflows, customer service, and team dynamics.Why hindsight often reveals blind spots—and how to cultivate proactive awareness.Notable Quotes:"Chaos theory isn't about randomness—it's about how tiny, early decisions create unpredictable outcomes.""You can't win the lottery without buying a ticket, but you also can't master diagnostics without understanding electricity.""Respect the journey. Mastery isn't just about skill; it's about humility and earned wisdom."Thanks to our Partner, NAPA Autotech TrainingNAPA Autotech's team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.Contact InformationEmail Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and SpotifyThe Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion.

Thanks to our Partners, Shop Boss and AppFueledEver meet someone in this industry doing something completely out of the box, and it works? That's Ben Tilson.Kim sits down with Ben, the second-generation owner of Tilson's Auto Repair in Rochester, Minnesota. He's not just growing a solid shop, he's writing children's books to spark curiosity and pride in the next generation of technicians. And no, it's not a gimmick. These books are rooted in Ben's journey with dyslexia and a passion for storytelling that's reshaping how kids and their parents see the auto repair world.We dive into the making of Technician Colton's 10 Steps to an Oil Change and Olivia's ABCs to a Car, how these books are being shared with local libraries, schools, and families, and how they're quietly laying the foundation for future techs. His mission is clear: show kids that trades matter, that working with your hands is something to be proud of, and that this industry is filled with real opportunity.But the episode goes way beyond books. We talk about Ben's creative, grassroots marketing strategies, hosting community events, shop tours, dance parties, Santa in a sleigh, and more. These aren't big-budget campaigns. They're smart, authentic ways to build trust, brand loyalty, and lasting community ties.This one's not just inspiring, it's a reminder that when you lean into who you are and lead with heart, you don't just grow your shop. You build a legacy.This episode is sponsored by Shop Boss. Shop Management software that works the way you need it to right out of the box. Want to revolutionize your marketing? AppFueled does it all email, text, app notifications, and even call center integration. Stop guessing and start connecting with AppFueled.comHow To Get In Touch With The GuestBen Tilson, Tilson's Auto CareTilson's Auto Care FacebookLagniappe (Books, Links, Other Podcasts, etc)Technician Colton's 10 Steps to an Oil ChangeOlivia's ABCs to a CarGet The Ultimate Guide to Auto Repair Shop MarketingPlan With The ProsShow Notes with TimestampsIntroduction and Sponsor Acknowledgment (00:00:01) Kim introduces the episode, mentions scheduling Ben, and thanks the podcast sponsors.Meet Ben Tilson & Tilson Auto Repair Background (00:00:55) Kim introduces Ben, discusses how she met him, and asks about the history and ownership of Tilson Auto Repair.Family Dynamics and Business Growth (00:02:20) Ben shares about second-generation ownership, working with his brother, and the shop's growth through four locations.Sibling Partnership and Roles (00:04:14) Ben explains how he and his brother divide responsibilities and maintain a strong sibling relationship outside work.Other Siblings and Ben's Path to the Business (00:06:06) Ben talks about his sisters, his college experience, and how he and his brother...

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded at the Institute Summit 2025, Tracy Holt and Patrece Holt Vance, a brother-sister duo from a family owned shop, share how their business transitioned into a new era of strategic growth and profitability under their leadership. They credit much of their progress to the accountability and peer support they found through the Institute's Peer Groups. Tracy and Patrice also open up about the critical role of workplace culture and employee well-being in their success, and Tracy reflects on how a personal tragedy reshaped his "why" and fuels his drive today. Tracy Holt and Patrece Holt Vance, Performance Place, South Jordan, UT Show Notes Watch Full Video Episode The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/ Don't Sell, Connect: The Power of Emotion with Your Clients [RR 1032]: https://remarkableresults.biz/remarkable-results-radio-podcast/e1032/ Introduction (00:00:00) Guest Introductions and Family Business Background (00:01:01) Composite Partner Program and Accountability (00:02:00) Vulnerability and Sharing Struggles (00:04:14) Common Struggles Among Shop Owners (00:05:40) Summit Speakers and Dan Clark's Message (00:06:12) The Evolving 'Why' and Taking Action (00:07:07) H Self-Doubt and Risk in Business (00:08:03) Family Dynamics and Succession (00:08:32) Balancing Work and Family Life (00:09:40) Major Life Pivot and Business Purpose (00:11:18) Lessons from Adversity and Team Building (00:13:08) CRM, Marketing, and Customer Loyalty (00:18:16) Profitability, Expansion, and Growth Mindset (00:19:20) Intuition and Sustainable Growth (00:20:39) Cost Management and Expense Control (00:22:10) Fear of Failure and Shifting Mindsets (00:24:24) Expansion, ROI, and Vision (00:26:38) Customer Relations and Word-of-Mouth (00:26:54) Opportunities, Multi-Shop Growth, and Caution (00:28:41) Conference Takeaways: Culture and Accountability (00:30:30) Continuous Improvement and Community Involvement (00:33:06) Implementing Conference Learnings (00:33:52) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook:

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops. Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/Check out their podcast here: https://autorepairmarketing.captivate.fm/If you would like to join their private facebook group go here:

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-BoundWatch Full Video EpisodeWOTDGregarious gre·gar·i·ousadjective1. (Of a person) - Fond of company sociable.2. (Of animals) - Living in flocks or loosely organized communities3. (Of plants) - Growing in open clusters or in pure associations…No matter the situation you find yourself in, storytelling is one of the most important things we can do to create shared experiences as humans. They help us understand each other, connect with one another, and even learn to empathize or identify with others.Whether it is for business, for humor, or for a moral lesson - a good story is easier for any human audience to focus on and listen to and retain information from and all of this makes stories a powerful tool in your communication tool box.Here is the formula:LA (Location Action) *Helen, our club president suggested we remember this as the story starts in “Los Angeles”)WantObstacleResolutionNext time you have a story to tell: Remember - Location - Action - Want - Obstacle - ResolutionSomething to add? Something you're curious about? Something you'd like to talk about? - email me here: speakup@craigoneill.net.Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute's coaching helps you achieve success and financial peace.AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.comShop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Contact InformationEmail Craig O'Neill: speakup@craigoneill.netJoin Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmastersThe Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Thanks to our Partners, NAPA TRACS, and Today's Class This episode highlights the life-changing impact of reliable transportation and the power of volunteerism in the automotive industry. Featuring Hands of the Carpenter in Denver and Onramp DFW in Dallas-Fort Worth, two organizations that provide vehicles and repairs to people in need, it explores how mobility creates freedom, opportunity, and lasting change. Shop owner Chris Cloutier shares how supporting these efforts boosts morale within shops and gives employees a renewed sense of purpose. Listeners are encouraged to give back by donating time, services, or resources, reinforcing the industry's unique ability to uplift lives and strengthen communities. Chris Cloutier, Golden Rule Auto Care and CEO of Autoflow. OnRamp DFW: https://www.onrampdfw.org/ Hands of the Carpenter: https://www.handsofthecarpenter.org/ Show Notes: Watch Full Video Episode Introduction (00:00:00) The Importance of Transportation (00:02:23) Challenges for Shop Owners Helping Others (00:03:05) Hands of the Carpenter Overview (00:04:33) The Impact of Transportation on Single Moms (00:05:44) The Value of Reliable Vehicles (00:08:04) Refugee Family Story (00:09:46) Vetting and Car Distribution Process (00:11:58) Hands of the Carpenter's Long-Term Support (00:14:01) Single Mom's Journey to Stability (00:16:33) How Vehicles Are Sourced (00:20:19) Vehicle Donation and Repurposing (00:21:23) Scale of Support and Impact (00:23:41) Funding and Community Partnerships (00:24:06)

Thanks to our partner PromotiveIt's time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/The Show is sponsored by:Shop-Ware on the web at getshopware.comNAPA Auto Care Repair Shop of Tomorrow at https://repairshopoftomorrow.comHunt Demarest, CPAPaar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online : www.paarmelis.comEmail Hunt: podcast@paarmelis.comGet a copy of my...

Thanks to our Partner, NAPA Autotech TrainingEpisode Highlights:Metal Music & CultureMatt opens with a quote from the documentary Metal: A Headbanger's Journey by Sam Dunn, discussing how metal celebrates what society often denies and why it remains a culture of outsiders.Shares his experience attending the Summer of Loud festival with his 10-year-old son, Christian, where they saw The Devil Wears Prada, Beartooth, I Prevail, Killswitch Engage, and Parkway Drive.Reflects on the positive atmosphere at metal concerts, breaking stereotypes about metal fans being angry or self-centered.Christian's Guitar PerformanceChristian, who has been taking guitar lessons for a few months, performed a medley at the Universal Music Center's music fest in Red Wing, Minnesota.His set included:Eruption & Ain't Talkin' ‘Bout Love (Van Halen)Seek & Destroy & Master of Puppets (Metallica)Careless Whisper (Wham!)The crowd's reaction shifted from curiosity to excitement as he played, proving his talent and stage presence.Listener Questions Answered"What do terms like ‘putting someone over' or ‘getting a pop' mean?"Matt explains these are wrestling terms borrowed from pro wrestling lingo:"Putting someone over" = Making someone look good (e.g., helping them win or appear strong)."Getting a pop" = Eliciting a big reaction from the crowd (cheers or boos)."Kayfabe" = Maintaining the illusion that wrestling is real.He clarifies that while wrestling outcomes are scripted (a work), the physical toll is very real."What are the music rules in your shop?"No strict rules—each bay has its own stereo.Genres range from metal to country to golden oldies, depending on who's working.The shop's soundproofing means customers never hear the music, so anything goes.(Matt jokes that if there were a rule, it'd be: "We play both kinds of music—heavy and metal.")"Is your shop air-conditioned?"Yes! They installed A/C last summer, and it's been a game-changer for morale and productivity.Before A/C, the heat and humidity drained energy by mid-afternoon.Now, production stays high, attitudes are better, and it's a major perk for attracting talent.Matt quotes a competitor: "If anything ever happens to our A/C, we're getting a bigger one."Final ThoughtsEncourages listeners to challenge stereotypes—whether in the automotive industry or music scenes.Thanks to our Partner, NAPA Autotech TrainingNAPA Autotech's team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.Contact InformationEmail Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and SpotifyThe Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio...

Thanks to our Partners, Shop Boss and AppFueledWe all want great teams, but most shop owners don't realize that a high-performing team doesn't start with talent; it starts with culture. In this episode, I sit down with my right-hand man, J.R. Portman, and we unpack the real story behind building and keeping a team that not only performs but thrives.JR's been instrumental in shaping the culture here at Shop Marketing Pros, and together we walk through what it takes to build a team from scratch, the brutal cost of hanging on to the wrong people, and how to create an environment where your team steps up even when you're on vacation.We'll get into hiring for character vs. capability, how tools like EOS and DISC can transform your business, what “core values” actually mean in the real world, and the moment when your team starts running the business better than you do.This isn't fluff. It's real talk about what culture is, what happens when you get it wrong, and how it feels when you finally get it right. This episode is sponsored by Shop Boss, manage and grow your shop with top features like integrated payments from 360 Payments. Are you ready to convert clients to members? AppFueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.comLagniappe (Books, Links, Other Podcasts, etc)EOS (Entrepreneurial Operating System)Shop Marketing Pros - Core ValuesThe Five Dysfunctions of a Team BookDISC AssessmentsShow Notes with TimestampsIntroduction and Sponsor Acknowledgments (00:00:01) Brief intro to the podcast, host, guest, and sponsor messages.JR's Role and Team Building Philosophy (00:00:56) JR's background, importance of team and culture, inevitability of workplace culture.Hiring for Character vs. Skill (00:02:38) Challenges in hiring, value of character over skill, teachability, and long-term impact.Personal Stories: Hiring for Character (00:04:34) Examples from Shop Marketing Pros, hiring people with no marketing background, teachability.Culture Forms with or Without You (00:08:14) Unintentional culture, negative environments, and the need for intentional leadership.Long Road to Positive Culture (00:09:48) Building culture takes time, sometimes requires hard choices, removing toxic high performers.Impact of Hiring for Culture (00:10:50) How hiring for culture affects retention, team performance, and broadens hiring pool.Employee Growth and Retention Stories (00:12:30) Michelle's journey from assistant to SEO lead, training and internal growth.Using Assessments in Hiring (00:14:10) DISC, Kolbe, and other assessments to understand and hire for character.Sponsor Messages (00:15:24) Additional sponsor messages and product features.Defining Company Culture (00:17:18) What culture really means, how it's perceived internally and externally.Culture's External Impact (00:19:41) How culture affects customer experience and business...

Thanks to our Partners, NAPA Auto Care and NAPA TRACS This episode features Alex and Bob Saladna, father and son founders of WickedFile, as they share how their software helps auto repair shops boost profitability by tracking parts, returns, and credits. WickedFile uncovers hidden losses from uncredited returns, missing parts, and even employee theft. A standout feature, Navigator, is an AI assistant that answers questions about shop data, offering insights into declined jobs, inventory, and customer trends. The system also streamlines audits and generates custom reports, freeing up shop owners to focus on growth. Whether you're looking to reduce losses or gain better control of your business, this episode offers practical, high-impact tools for shop success. Alex and Bob Saladna, WickedFile Show Notes Watch Full Video Episode Tracking Parts and Expenses with Data Mining: Discover Your Weaknesses: https://remarkableresults.biz/remarkable-results-radio-podcast/e970/ Introduction (00:00:00) WickedFile's Impact and Updates (00:02:25) Parts Management Challenges in Shops (00:03:40) Examples of Loss and Vendor Issues (00:04:46) Supplier Accountability and Credit Assurance (00:05:27) WickedFile's Profitability Impact (00:06:13) Tracking Every Dollar and Credit Recovery (00:07:54) WickedFile's Dashboard and Red Flags (00:09:45) Clarifying Profit Metrics (00:10:44) Catching Bad Actors and Expense Matching (00:11:02) Audit Readiness and Transaction Transparency (00:12:17) Introduction of Navigator AI Assistant (00:17:26) Navigator in Action: Declined Jobs Analysis (00:17:47) Using Navigator for Inventory Optimization (00:22:00) Deeper Business Insights and Marketing (00:25:27) Ease of Document Input and Adoption (00:26:01) A Origin Story of WickedFile (00:27:09) Custom Reports Feature (00:30:10) I High-Risk Repair Orders Example (00:32:16) Behavioral Impact and Operational Efficiency (00:33:58) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club:

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-BoundWelcome to another episode of Speak Up - Effective communication.The show on the Aftermarket Radio Network focusing our attention on our communication and leadership skills - In our episode today…How we talk about money.If I think back to the earliest time of my career as a service advisor - my closing interactions with clients on occasion, felt somewhat awkward when taking payment. It wasn't awkward because the business component of the job is wrong or weird - it wasn't awkward because I felt sorry for them due to the cost of transmission work (I did feel sorry for folks) - It was awkward because when you're having a great conversation shifting into talk about money is sometimes, really stupidly awkward! That's OK.But sometimes - we make it even MORE awkward by not communicating well around the way payments for services can occurs. That is why in today's episode - we're talking about how we talk about money.ParsimoniousWOTDWe're back - and the WOTD is ParsimoniousIt not only an adjective.It's a euphemism for someone who is cheap!It means!unwilling to spend money or use resources; stingy or frugal.It's a good word for my topic today.Because some of you are really parsimonious… particularly when it comes to credit card processing fees! OK - processing fees are a thing I feel like every business owner agrees on universally.They suck. There are a few extreme reactions I see to this that are a little alarming. I'll list three - and then you'll see why I feel this topic was worth bringing to Speak Up as communication is once again the solution. Though now I am thinking I should have also called in my friend Hunt Demerest from “Business by the Numbers! Next time! Totally in his turf here.One Extreme - a number of shops will argue its just a cost of doing business - so they just eat the cost and go about business. (some will just build it into their pricing and be done with it.)But since processing fees can amount to tens of thousands of dollars in lost profits each year. Those numbers should end the argument that “it's just a cost of doing business.”Plus - if you're in a market that is more… parsimonious… you may find competition makes this more challenging- no matter how great you are.I think it's a cost you can do something about - and we'll explain how in a moment.Another extreme: “No we don't...

​Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that's just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn In this episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching delves into the critical role of structured workflow management within auto repair shops. He breaks down a comprehensive seven-step core workflow that guides the entire repair process—from the initial vehicle check-in, through diagnostics and repairs, all the way to the final customer pick-up. Chris emphasizes the necessity of establishing and maintaining clear standard operating procedures (SOPs) at every stage, explaining how these documented processes are essential for increasing shop efficiency, enhancing customer satisfaction, and ultimately driving greater profitability.Throughout the episode, Chris shares actionable advice for shop owners and managers on how to effectively document each step of their workflow and train their teams to follow these procedures consistently. He discusses common pitfalls that lead to chaos and inefficiency in the absence of SOPs, and provides practical strategies for overcoming these challenges. By implementing structured workflows, shop owners can streamline operations, minimize errors, and create a more organized and productive work environment.Additionally, the episode features a sponsorship from Shop Marketing Pros, a marketing agency that specializes in helping auto repair businesses grow their customer base and strengthen their brand presence. Chris highlights how partnering with industry-focused marketing experts can further support shop owners in achieving their business goals. Overall, this episode serves as a valuable resource for auto repair professionals seeking to reduce operational chaos, improve shop performance, and deliver a superior customer experience.​Introduction and Sponsor Message (00:00:12) Coach Chris introduces the podcast, highlights business innovation, and mentions Shop Marketing Pros as the episode sponsor.Why Workflow Matters (00:01:11) Chris discusses the chaos of a broken workflow and...

Thanks to our Partners, NAPA TRACS, and Today's Class This episode spotlights the launch of Women in NAPA (WIN), a new initiative created to celebrate NAPA's 100th anniversary by empowering women throughout the NAPA family, including shop owners, technicians, warehouse employees, sales team, and corporate team members alike. WIN provides a dedicated networking platform and distinctive “bolt bracelets” to cultivate connections and community. The discussion explores the unique challenges women face in the male-dominated automotive industry, emphasizing the value of mentorship, training, and representation. WIN also aims to inspire the next generation, supporting recruitment efforts and promoting diversity across the industry. With a focus on professional growth, personal development, and work-life balance, the program aspires to help women learn, lead, and thrive. Lauren Briggs, Sales & Marketing Director. NAPA Auto Care. Lauren's previous episodes HERE Aubrey Amborn, Director of Sales, Net Driven Alberta Santistevan, Program Communications Manager Tammy Shoemaker, Tinley Park Auto Repair, Tinley Park, IL Show Notes: Watch Full Video Episode https://www.womeninnapa.com/ Introduction (00:00:00) Purpose and Launch of Women in NAPA (00:04:40) Website and Membership Details (00:05:37) Inclusivity and Target Audience (00:06:31) Importance of Community and Support (00:08:00) Program Origins and Leadership Support (00:11:43) Young Talent and Team Culture (00:14:28) The Leading Ladies and Symbolism of Bracelets (00:15:14) Aubrey's Perspective and Industry Evolution (00:16:05) Encouraging Male Support and Industry Balance (00:18:32)...

Thanks to our partner PromotiveIt's time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.Paar Melis and Associates – Accountants Specializing in Automotive RepairVisit us Online: www.paarmelis.comEmail Hunt: podcast@paarmelis.comText Paar Melis @ 301-307-5413Download a Copy of My Books Here:Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/