Town Hall Academy

https://youtu.be/_pY3_E99wA0 Chris Cloutier, is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes  HERE (https://www.autotext.me/) . Tom Ham, Auto Centric, Grand Rapids, with the help of his wife Deb, is the creator and owner of  HERE (https://remarkableresults.biz/?s=%27tom+ham%27) . Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes  HERE (https://remarkableresults.biz/town-hall-academy/a144/?s=%22Frank+Scandura%22) . Talking Points: Covid-19 was a critical talking points as this live broadcast was at a critical time as some states are asking 100% of people to stay at home.Critical to make plans to survive Covid-19. Short, medium and long-range plans Stay nimble and be able to move. Protect your family, your team, your business Take care of the community and be a transportation hub In every situation, there is plenty of opportunities On the other side of this pandemic, we will get a lot of opportunities As small businesses, we can change quickly Adjust your marketing Final Quality Controls to deliver vehicles in better shape than when it arrived Create the habit Add disinfectants because of Covid-19 Some shop owners argue that we don’t to final inspections because if we find a problem we don’t want to hurt the feelings of our peopleIf you want people to like you sell ice cream. ‘Steve Jobs’ Don’t do an inspection to catch your people doing something wrong. Use it to improve your systems, processes and to reduce mistakes. We are human. Customers will quality control their own car. Don’t let them find something on their own. Part of the QC is to be sure pictures are taken of vehicle components to create a base case. The QC is dynamic and will change as issues ariseAdd and subtract to the list through a solid review of every step Your own QC controls as an owner should be audits of tickets from birth to death to be sure all your systems/processes are working We may not expect enough from our people. We set our expectations too low In the final QC you will catch a lot. Remember a human is doing the QC review. They will make mistakes. But the goal is to catch 95% or more. You have to QC the QCOnce you let one of the steps go it will become ‘non-important’ Start by making a commitment to do Final QCInvolve your people. They know what needs to be done Chris likes his service advisors to do the QC because they feel the pain with the customer when they find a problem. Technicians do not see the pain from customers when they find a problem. Being an above average shop will create survivorship opportunities. Being mediocre will not cut it You can’t do a Final QC on most cars. It must happen on every car. No exceptions. This keeps the discipline and habit goingIf a car has a ticket it gets a QC...

https://youtu.be/OpwPVKUNwhg Brad Pellman first started working in the automotive industry at the age of 15 and over his career has held a wide variety of jobs at both dealerships and independent repair shops. In 1995 this dream of owning his own shop became a reality when he opened up Pellman’s Automotive in Boulder, CO with his wife, Lisa. Brad is ASE master certified and AAM designated as well. He is currently on the Board of Directors for ASE and ASA Colorado, with past board involvement with CCPN and the TECHNET Automotive Council. He has had the added privilege of being designated as one of the Motor Age Top shops in the country. And hopes to continue to raise the awareness and importance of Independent automotive repair across the country. Brad’s previous episodes  (https://remarkableresults.biz/?s=Brad+Pellman) . Peter Foreman from Integra Tire, Second Generation Shop Owner, 39 Years old from Langley, BC. Peter literally grew up in the shop. As a baby, there was a cot in the office while his mom Cheryl did the books! Taking his Dad Dave’s beliefs and expanding on them, Peter went out and made a career on his own in the auto parts industry before deciding to come back and help his family bring the shop into the next age of auto service and repair in 2005. Peter is happily married with two children. His children love to visit the shop as well. Maybe there will be a third-generation one day! Learn of Peter’s Previous episodes  (https://remarkableresults.biz/?s=%22Peter+Foreman%22) . Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours of travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going. Learn of Paul’s Previous episodes (https://remarkableresults.biz/?s=%22Paul+Marquardt%22) . Key Talking Points:  Big reality is that there is enough business for everyone. You cannot work on all the cars that drive by your shop Problem is not the shop across the street or down the road Many shop owners have learned from their peers Smart shop owners are in a network and talk weekly There is no reason to create from scratch. Get ideas from colleagues, tweak to make them yours and implement. It is called R & D. Ripoff and Duplicate It is better to have friends than enemiesCall for support from a local team or network can help you solve a problem If you get along they can be there to help you You see strong comradery at events like Vision. Why can’t that get down to the very local level? You solve problems by having resources. Friends in your market can help you In Peter’s group, they used to have a Google sheet that listed all their tools so they knew what they could borrow If you borrow a tool twice you should own it You can also share business challenges and marketing ideasSome have even helped with a tech If you share marketing ideas use different companies to keep your identities separate Visit every new shop in your area. Just stop in.Ask for their opinion on things. Tools, training, etc Encourage the shop down the road to visit aftermarket events including social events and training No secret sauce exists. Don’t worry about someone taking ideas. That is the point. Make it your own and grow your business Don’t ever talk negatively about another shop. It does not make you look good. It makes you look small Always defend shops in your town You may discover a customer who is...

  https://youtu.be/IITVoBkJ1-A Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of MWACA where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes  (https://remarkableresults.biz/town-hall-academy/a146/?s=%22Keith+Williamson%22) . John Long started to gain more interest in vehicles and just after his 21stbirthday he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could. In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning. Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes  (https://remarkableresults.biz/?s=%22John+Long%22) . Tyler Hubbard is the owner, I-70 Auto Service, Kansas City, MO. Listen to Tyler’s previous episodes (https://remarkableresults.biz/?s=%22Tyler+Hubbard%22) . Key Talking Points: One of the best ways to grow your technicians is to pay for their training Consider incentives for the number of hours. See this episode with Bill Hill: FTR 075: Bill Hill – Yearly Bonus is All About a Commitment to Training (https://remarkableresults.biz/captivate-podcast/f075/) Promote to your customer that you are closed for trainingLet them know of your commitment to stay on the cutting edge Use your invoices, signs and social media to promote your training commitment The best networking happens at the breaks and in social events during any conference, especially at Vision When back at work hold lunch and learns and share what each other learned and what resources are available.When you teach you learn Hold deep discussions on what each learned. Do this over a few weeks so you can spend some quality time on each lesson Team bonding is at an all-time high when you bring your team to a training conference. Some techs will leave shops when they will not pay for their training Be sure that your techs all go to different classes Lunch and learn where your techs share new ideas that they discovered or learned. Make this a part of your meetings How do we test if the training worked You need to want to see your people be successful Track comebacks to find weaknesses in training Training saves your tech time. Time is money If you are going to provide the best customer service, not training your techs hurts that commitment You gain a competitive advantage with your commitment to training You need to fix yourself and then you’ll find better ways to build a better business Investment in training as a percent of sales needs to be budgeted John Long spent $90,000 on training. It was 3% of his business Techs want to be trained. If they don’t it is time for them to find another shop Every position in the company needs to be trained: CEO, Service Advisor, Technicians and back office Hire a business coach to help you run a better business and hold you accountable Training hours per year required and reviewed each quarter. Many owners pay an incentive to hit their training goals Careful. Not all training is good training. Don’t stop training if you have a bad experience, but learn about trainers, venues and content

https://youtu.be/QBQiSKOEIG4 Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes  (https://remarkableresults.biz/?s=%22bambi+crozier%22) . Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process. In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes  (https://remarkableresults.biz/?s=kim+auernheimer) . Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee Retention Key Talking Points: Insurance is a contract between the business and the insurance company Two typesPhysical propertyWhat you own Your Customers property LiabilityYou are responsible for damage to others and their property You have more responsibility than an individual When you hire someone you say you trust that person When they do something wrong the liability is on you. These claims are going through the roof Yearly audits are done with your agent. Sometimes twice. They may ask:Are there name change New property Mailing address Changes in equipment Look at revenue Changes in payroll Look at loaners and the limits you want And many more LoanersYou must check if your customer has a valid license You must check if they have valid insurance No different than a rental car contract You need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form) You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself. If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insurance Some customers can go through their app to send you a declaration How Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductable Actual cash valueTake the depreciated amount out DeductiblesThere is a hidden value in...

https://youtu.be/fi3oBrNmE9Q Andy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes  (https://remarkableresults.biz/?s=%22bizub%22) . Maryann Croce was a banker turned business owner. Tony was a technician turned shop owner. Her biggest mistake as a new business owner was thinking she had to do it all. This is one of the reasons why her signature talk “Gain Control by Letting Go” was created. Maryann is also a member of Women in Auto Care and owns  (https://remarkableresults.biz/?s=maryann+croce) . Tony Tatich is the General Manager of TMT Automotive, Bremen, IN. He works on solidifying his current shop while building human capital. He is, currently, exploring a second location with the second shop already located. One of his present challenges is finding the right person for the second location. He thinks about his continued growth personally, business, and into multiple facilities. he is working through challenges of growth & being a Yes shop in massive growth periods. He is looking for harmony and to build a shop that runs 100% without his involvement. He leads a staff of technicians that are 21, 28, & 33 with a senior technician @ 54, Growing out next people homegrown! He is very excited about –  2nd child on the way, 19.8% growth in the first 6 months! Find out more about Tony’s episodes  (https://remarkableresults.biz/?s=%22Tony+Tatich%22) . Key Talking Points: Where are you getting your new customers?Old fashion mailers Facebook groups Small fleets (other business owners) Building relationships from all sectors, building trust Google ad words Community Social media. Paid and organic Mailers Show you are different in your value proposition Google My BusinessAndy was able to cut his cost of clicks down substantially Growth strategy from TMT (Tony) took them some time to find their first. They have a goal of 5 storesMany have goals to grow and sell to a regional consolidator Time hack:Get off of Facebook Manage your time by theme days or activities Manage your tasksSend a text on your tasks to yourself and not open it until morning Plan your day the night before Find a brick of time (blocks) Cross of a list and get the closure of completion Average Repair Order GrowthLook for the ‘Smalls’Lightbulbs, air filters, cabin filters 400% Rule100% Inspected 100% Quoted 100% Talked to Client 100% of Follow Up Balancing with Rotation Be responsible for your customer vehicle Tony wants to find a shop with a low car count and low AROHe will increase that immediately, overnight with procedures and customer service commitment Understand what the client’s goals for their vehicle is. This will help you decide maintenance for the long term ‘Call Us For Anything’ A sign in your shop that professes your support to their vehicle safety and reliability. Texting, calls A forever discussion with every client Tony offers a loaner car on the weekends when they are closedWe are in a need it now world Customers want help and assistance NOW Create a lockbox with a code with keys for a loaner car Maryann has any message answered when they are closed Andy did an employee engagement surveyDiscovered internal communications was a weakness and easy to address Trends.Andy says the industry is splitting into three segmentsVery High Service, High Touch, Specialists, BoutiqueInvestment needed in...

https://youtu.be/t3cgw0Mbc2Y Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes  (http://www.advisorfix.com/) . Todd Zimmerman is Dynamic Automotive's Location leader. Previous episodes  (https://remarkableresults.biz/?s=Todd+Zimmerman) . Jayson Preston. Supervisor, Parts and Service, Curt's Service Inc., Oak Park, MI Previous episodes (https://remarkableresults.biz/?s=Jayson+Preston) . Key Talking Points:   Role Play #1 - Incoming Lead: Calling for a price on a Timing Belt. 2012 Honda Odyssey Touring 3.5 122,500 Miles. Original Belt Getting the car into the shop is a priority No dead air on phone call- connect with customer and keep them talking, guide call and establish control of the conversation  When you answer the phone be fully present Pricing is transparent, don’t be afraid of it Role Play #2 - Sales Presentation - Oil Change Customer. 2017 Honda CRV AWD 63,900 Miles.People deny work depending on price, trust, or no time  If you don’t know why the customer is turning down work then you can’t fix vehicle problem Brake pads- safety issue Give one total price instead of line by line price  Role Play #3 - Selling Diagnostic Services over the phone. The customer calls in and asks how much to diagnose my check engine light. Asked for appointment multiple times Need to ask the type of vehicle Stand ground for a testing fee- able to accurately fix the vehicle with running proper testing, taking the guesswork out of the equation Safe to drive? Yes can drive it to shop to get it fixed RCA- root cause analysis   Resources: A special thanks to Jeremy O'Neal, Todd Zimmerman, and Jayson Preston for their contribution to the aftermarket. Books Page  (https://my.captivate.fm/books/) Listen to all  Town Hall Academy (https://remarkableresults.biz/town-hall-academy/)  episodes. Email (mailto:carm@remarkableresults.biz) Mobile Listening APP's HERE (https://remarkableresults.biz/listen/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com (http://www.shop-ware.com)

Panel: Rachael Wacha, City Auto Repair, Gainsville, FL Kate Jonasee, K-Tech, Sebastopol, CA (MSO) Donnie Hudson, Troy Auto Care, Troy, MI (MSO) Jeremy Winters, Service Manager at Weavers Auto Center, Shawnee, KS Talking Points:   Kate’s big thing was the improvement in her company culture and the psychology of herself as a leader was impactful. Rachael, getting yourself centered so you can make a change with your team Some on your team will exit themselves as they choose not to be team players Technical and management training is so important to the development of your team Donnie does cross-training so each other knows the other job Training happens when the culture breeds continuing education Localize training needs to be more hands-onHire a national trainer and split costs with fellow shop owners and set up a Saturday for a daytime hands-on Labor rates are a reflection of your value proposition.  Labor rates should be a function of the business not of the market If you did your job right it is never about the labor rate Customers want to trust you   Rachel sells here value vs price or labor rate Customers ask price or rates because they don’t know what else to ask Focusing on the customer is part of your culture. They will now it and feel it You can offer a value proposition for your customers even if you just started. Start out strong with a strong culture and commitment to your team and your customerSurround yourself with people smarter than you Ask other shop owners 90% of them want to help. Put your ego on the shelf. Be humble Weavers got completely off of flat rate. They have six-figure technicians on an hourly planYou can tie many performance bonuses Donnie and kate has put in place an IRA plan for their techs Comebacks:Handled as a #1 priorityThis show the character of the company by how you handle come backs Consider a system to track every come back to spot a trend Kate and Jeremy are watching the growth of EV’s  Kate and Donny are not heavily into Hybrids Rachael feels that having peers and colleagues helping her has had a big impact on here business Kate feels that her business coach has had a huge impact on her businessShe recently had 36 other shop owners touring her facility where there was knowledge transfer happening for everyoneBonding and Q & A happening Idea sharing Jeremy has seen the impact of a business coach on the business. A game-changer Donnie’s coaching experience is from his local business development group. Sharing, caring, teaching Succession planning. How do you plan to doEvery decision you make should be on succeeding the business Family businesses have unique dynamics. Open communication is critical If you can’t find a successor with the passion necessary you don’t have a good candidate   Resources: A special thanks to Donnie Hudson, Kate Jonasee, Rachel Wacha and Jeremy Winters for their contribution to the aftermarket. Books Page  (https://my.captivate.fm/books/) Leave me an honest review on  iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Listen to all  Town Hall Academy (https://remarkableresults.biz/town-hall-academy/)  episodes. Email (mailto:carm@remarkableresults.biz) Mobile Listening APP's HERE (https://remarkableresults.biz/app/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency...

The Panel: Jeff Matt from Victory Auto Service in Minneapolis and St. Petersburg, FLA, was featured in episode 48. Jeff owns six locations with one being in Florida. He has over 40 team members and has grown through acquisition. Jeff opened Victory in 1997 as a one-bay shop and has slow steady growth over the years. His growth offers up a great view of multi-shop ownership. Episodes Jeff Matt is featured in  (https://remarkableresults.biz/?s=%22jeff+Matt%22) Michael Maloney is president of Convenience Auto Service and owns two general repair facilities in Ann Arbor, Michigan. Mike brings a fairly unusual blend of corporate technical expertise and business leadership to his shops. “I spent thirty years working in large companies, but always wanted my own business.” He launched that dream following his retirement from a series of ‘regular jobs.’ His insights into spaces where automotive, consumer electronics and customer service intersect are drawn from real world experience with some of the world’s most successful and innovative companies, including Ford, Nokia, Tyco, GM, Apple, B&W, and Microsoft. His leadership of technology acquisitions, engineering, manufacturing, and purchasing for companies in the consumer electronics, audio and auto spaces gives him a unique perspective relative to other shop owners. Listen to Michael’s Episodes (https://remarkableresults.biz/?s=Maloney) . Corey Evaldi grew up in Buffalo, NY (Lackawanna). His dad had his own auto repair shop before Corey was even born. In 1988, he built the shop that is still in business today. He started to enjoy the electronics and troubleshooting of vehicles really young. During his junior and senior year of high school, He went to Potter Road Career and Technical Center and took the Automotive programs. His senior year had an automotive competition at ECC, local community college. In 2015 he returned and was overwhelmed with the responsibilities of running a shop. he was a technician, service writer, accountant, clean up person, the fireman that extinguished fires all over. He could not keep doing what he was doing. He produced 40% of the billed hours out of 4 techs. He looked for help. Found a coaching firm that really showed him what a business owner looks like. After implementing the changes, there was extreme push back from the existing crew. After standing firm on most things, change over was inevitable. Listen to Corey’s Episodes (https://remarkableresults.biz/?s=Evaldi) . Joe Hanson owns Gordie’s Garage. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. Listen to Joe’s Episodes  (https://remarkableresults.biz/?s=hanson) . Talking Points For Flat Rate Jeff Matt: I've never met an hourly paid technician or a technician with a high guarantee of pay that is a high producing technician. Our limited commodity is time. To be an effective leader we need to know that pay is just one part of an employee experience You need to keep your shop full When they produce you need to be willing to pay them Mike’s tech's hourly rate goes up fast when they hit the breakeven number. He has tiers of hour they need to perform  Jeff:End of day on a Friday when a battery comes in the door. He says if flat rate the customer, the tech and the shop will all win. An hourly tech may not have an incentive to help the customer in this circumstance Mike says the pay plan should take on the personality of the owner and how he leads Mike’s SMS shows the team where they stand on their hours so they can see their next bonus tier Mike will pay a GS or Tire Tech by the hour An example from Mike will...

https://youtu.be/FTGZbgwjMXE The Panel: Bryan Gossel, BG Automotive, Fort Collins CO  Brian's Previous Episodes (https://remarkableresults.biz/?s=Bryan+Gossel) . Phil Carpenter, Director of Operations, Urban AutoCare and Avalon Motorsports. Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981. Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture. They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Judi’s previous episodes (https://remarkableresults.biz/?s=haglin) . Brad Pellman first started working in the automotive industry at the age of 15 and over his career has held a wide variety of jobs at both dealerships and independent repair shops. In 1995 this dream of owning his own shop became a reality when he opened up Pellman’s Automotive in Boulder, CO with his wife, Lisa. Brad is ASE master certified and AAM designated as well. He is currently on the Board of Directors for ASE and ASA Colorado, with past board involvement with CCPN and the TECHNET Automotive Council. He has had the added privilege of being designated as one of the Motor Age Top shops in the country. And hopes to continue to raise the awareness and importance of Independent automotive repair across the country. Brad’s previous episodes (https://remarkableresults.biz/?s=Brad+Pellman) . Key Talking Points: Training is Maintenance Why is the participation low at so many regional and/or national events Listen to the commitment from Phil Carpenter as to the number of venues and how many of his team are going to matter how far including Vision, ASA Colorado Summit and STX Localize training with your fellow shop owners. Don’t call them competitors call them allies Classes for technicians, service advisers and owners The power of networking beyond the training Build grassroots in your community and create a culture of sharing Be the hand up not the handout. Give. Also, be willing to receive and then implement a great idea. Don’t regret for years not implementing Realize that there is enough business for everyone. You cannot fix all the cars A good shop wants the shop across the street to be as good as them Same faces show up for training When will shops hit the wall because they are not training? Many may have already Bring in national trainers to your marketplace, get together with your allies and split the costs Have all local competitors work together on training. There is no competition when it comes to the power and value of training If you don’t implement the key things you learn you just wasted your time When you teach you learn ADAS training should be required for all owners, techs and service advisers. Understanding the complexities and calibration routines will help communicate with your customer and respect the technology while working on an ADAS equipped vehicle Asking for help is a sign of strength not weakness Consider a training bonus at year-end Pay for all training Do not ask for a written commitment to stay with the shop after you invest in training Find a close friend who owns a shop and work together as collaborator and an ally Resources: A special thanks to Bryan Gossel, Brad Pellman, Phil Carpenter, and Judi Haglin for their contribution to the aftermarket. Books Page  (https://my.captivate.fm/books/) Leave me an honest review on  iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews

https://youtu.be/wVGKlTmEsFE Jae Malinowski has been in the automotive trade for 25 years, starting in the auto-body industry at 18, he then transitioned to auto sales for a couple years. When a chance encounter with a headhunter introduced him to the tire industry. He started out in a management training program starting doing commercial tires to learning service agriculture, forestry and mining tires. He had opened his first shop at 28. A new startup with 4 employees after five years. They had 16 employees and 5 million dollars in sales. After parting ways with his business partners, he wasn’t sure if he wanted to go back into the tire business.  After working for a couple of luxury brand auto dealers selling cars, he decided to get back into the tire industry (because no one ever leaves the tire industry). Starting his current venture Faithfull Tirecraft in 2014. Jae knew his best chance at success would be to align his new shop with a national banner brand that he knew would give him the best chance of succeeding. The Tirecraft dealer network in Canada are all independently owned making it Canada’s largest dealer network of tire dealers and automotive repair facilities. He started Faithfull Tirecraft with a focus as a tire service shop, with luck with his first two hires, he was able to get two really good automotive repair technicians and immediately pivoted towards an automotive general repair facility that had a 50/50 split machinal maintenance and light-duty and commercial tires. Chris Tolleson opened 49 Tire Pros Pros in October of 1990. Chris had been "gum dipped" as the old-timers say since birth. Bill Tolleson, Chris's father, has been with Bridgestone/Firestone since 1966. Before opening 49 Tire Pros, Chris had been employed by Bridgestone/Firestone for 7 years, the last two as the youngest manager in their 1,600 store chain, in Hattiesburg, Mississippi. In 1990, Chris was able to move back home, to Florence and open 49 Tire Pros. The communities of Richland, Florence, and Pearl grew and so did 49 Tire Pros. In 1999 49 Tire Pros expanded from a small waiting area and 8 service bays to 12 service bays and a much larger waiting area, office suites, and doubled our warehouse space. 49 Tire Pros is one of the south's largest Bridgestone/Firestone affiliated dealers. Since 49 Tire Pros opened in 1990 Bridgestone, Firestone, and Dayton have been it's core tire lines. 49 Tire Pros also has grown to become a dealer for Michelin®, BFGoodrich®, Uniroyal®, Goodyear, and Dunlop. 49 Tire Pros also carries many other brands like Cooper, Falken, Hankook, Mastercraft, Winston, and many more. At 49 Tire Pros we like to say "We've got your size, we've got your price!" Jim Fleischman and his wife Shelly own Automotive Alley in Arcade, NY. Jim attended Alfred State College for Automotive Tech. He went to work for a Ford Dealership as a shop foreman. Jim’s racing and organizational experience came by being part of a race team that ran Busch and NASCAR. He was recruited from his alma mater, Alfred State College, and became an instructor. Jim always wanted to teach and it was fate. He spent fourteen years as an instructor. He loved building relationships with his students. He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall. Jim believes in a strong process-driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity. Automotive Alley also specialized in street rod, hot rods, upgrades, and restorations. For Jim, the word...

https://youtu.be/2TsUdp6UpZI Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today. Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are  (https://remarkableresults.biz/?s=%22greenwood%22) . Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC)  (http://www.aaec.ca/) . Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business. Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry. Listen to Greg’s previous episodes (https://www.transformersinstitute.com/) . Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes (http://www.advisorfix.com) . Key Talking Points:More businesses go out of business from lack of cash instead of a lack of profit. Too many run their business out of their checkbook  Undercapitalized, underinsured and lack of cash are indicators when things are not right in OZ You

https://youtu.be/GhJt-YtPMqA The Panel: Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry. Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry. His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry. Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002. Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes  (https://remarkableresults.biz/?s=%22haas%22) . Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He brings to the table a career’s worth of technical experience, twenty plus years of management experience and four years of fleet management experience. He owned and managed several successful automotive repair shops. Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair shop owner since 2006. Rick owned and managed several successful automotive repair shops. Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications such as AutoInc, MotorAge, Parts & People, Auto Report, Automotivation and Ratchet & Wrench. His blog was voted one of the top 10 in the country and was featured in Success Magazine. In addition, while a shop owner, he has served as President of the Massachusetts & Rhode Island chapter of the Automotive Service Association, Mechanical Director of the Massachusetts & Rhode Island Chapter of the Automotive Service Association and A member of the ASA National Mechanical Operations Committee. Rick has been training and speaking at industry events across the country including AAPEX for the Auto Care Association, VISION for ASA Midwest, EXCEL for AASP MO, Shop Survival Summit for AASP PA, ATE for ASA NW and ASTE for IGONC. Listen to Rick's previous episodes (https://remarkableresults.biz/?s=Rick+White) .   Talking PointsFear. The unwritten rule that we are supposed to be cheaper than the dealerThe cost of repairs is higher than ever; don’t be afraid to charge properly You can’t grow a business from a place of fear Rick White: I would rather explain my price one time rather apologize for poor quality over my lifetime Don’t treat your customers like the dealer. You will quickly go out of business Our value proposition for the customer should take the fear of a proper mark-up out of the equation.Do you deliver: Trust, safety, warranty, accessibility, reliability, timeliness and dependability to your relationship. Start with your net profit strategy in mind. Parts Mark-up is an important element in supporting your net profit goals....

  https://youtu.be/fqXXoQrnPtA The Panel: Devin Kelly, All-Star Automotive, Columbia, MODevin Kelley is a passionate entrepreneur with a technician background. As a shop owner, he is responsible for general leadership within his company. This puts him at the front-line of the fight for a more professional auto repair presence in his community and helps maintain his companies positive reputation.  While acquiring another shop and brand in 2018 Devin doubled capacity going from a four bay shop to eight. With the new brand and downtown location his company grew annual sales from $370,000 to $1.8M in 2019. The new brand's prior year losses turned into big profits with new ownership. Devin admits these changes would not have been possible without becoming more mindful and organized when the challenges grew relative to the sales. Having ATI coach Paul Marsh, MWACA mentor Ron Haugen and AutoVitals coach Bill Connor provided invaluable guidance while the shops high performing team set all new company records.  He is excited about how advancing the automotive industry enhances opportunities for his team and improves perceptions of auto repair professionals. When Devin isn’t working, you’ll find him going on adventures with his wife, working out in the gym and riding laps on a motocross track. David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois. David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service. In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David  (https://remarkableresults.biz/?s=%22David+Roman%22) . David Johnson, DJ Auto, Provo, UT   Key Talking Points:The overall root of this problem is having confidence We are behind the times addressing labor rates because many do not know how businesses work Losing car count is not the goal, however, consider 95% of your profit is being done by about 50% of your customers. Losing a few customers may be OK. It will happen, but it should not hurt your business You need an acceptable labor rate that equates to an acceptable level. Parts margins must be considered in the solution Parts to labor ratios are correct The psychology of the sale at your counter is critical If we are running a good business we are not competing with price. We are competing on value and experience Take pride in what you do. Do you have the self-esteem to make this happen? Your staff needs to know your strategies and the reasons for all that you do You must practice your value proposition; the ‘talk’ you have with your customer. You are willing to pay top dollar at a restaurant because you get so much more. No different than at your shop Find your confidence. You’ll do more to help your business You do not need a Taj Mahal shop. Keep your shop clean, presentable and professional....

The Panel" Bryan Gossel, BG Automotive, Fort Collins, CO Sue Morsching, Elysian Auto Service, Elysian, MN Heather DePriest, American Garage Chinook, Montana https://youtu.be/4KC11NYHW40 Talking Points The CEO’s responsibility is to make the phone ring. You must create a year-long marketing calendar to help prepare (anticipate) for special events, seasons, holidays, etc Compare your numbers from each year Plan the year but allow for flexibility Marketing Tools: If you were not built to do this; delegate. Facebook/Social Media Trends. It must be organic and not industrial. Localized and personal. If you have a service that does your social media marketing you must provide content. What is going on in your shop, your life, your community Make it fun  Mailers Make it human and not institutional with a picture of your shop Family, team, local  Google Reviews  Email blasts  Phone calls (personal touch) – people in small communities love and expect this  Provide the Ultimate Customer Experience with DVI’s Customers appreciate knowing what is wrong with their car in a high-tech format Transparency - proves what we are telling them is true, especially when you circle the issue in the photos. Showing the car’s overall health - gives them a good feel for whether or not they are going to need to budget for repairs. Heather markets DVI as a ‘Complimentary Courtesy Check’ Marketed as a comprehensive vehicle health record  Pickup and Drop-off/Loaner Cars Making the process easy for the customer (remember its not their favorite day when their vehicle breaks) Taking the stress off of them by giving them a vehicle to drive or pick up/drop off services It gives them value in what they are spending with you. Important when you are in the country and long distances between towns Be their transportation solution You need to have a good website that is welcoming to people It cannot be institutional. Pictures from your place and environment You have 3 seconds to sell to them Phone scripts necessary to keep a consistent relationship building  A good AdWords campaign, Use Google My Business, Google reviews. Track your investment in Adwords and discover your ROI  Facebook and Yelp post and responded to questions, Geo-targeting with Facebook.  Build relationships with Businesses that are close to you. Like any services, you would use plumber’s, HVAC, Electricians and so on. Go to the Gym that is closest to your shop and get to know people there. Get to know the people at the gas station, coffee shop, liquor store, body shops and so on, so when they need something or someone asks them who they use it is you.  If you aren’t a people person then hire one who is.  Hire Happy people, once you have done all the work to get customers in the door they need to want to come back and spread the word that you are the shop to go to. Always have a business card on you EDDM mailing 3 times per year - New Customers, replace moved or passed away customers. Marketing with your local schools - foam fingers sold by the volleyball team School logo on one side and your logo on the other side. Two pictures to post to social media weekly from the volleyball team. Google - reviews, weekly posts, and ads Ask for a review Consider a service that will send a text or email to complete a review Make it easy for the customer to leave a review Doughnut Fridays - every Friday at Elysian Auto Service donuts for anyone that stops in. Photos for social media for everyone. Red carpet - small gifts left in vehicles for customer’s cookies, candy, car coasters, and air fresheners. (Business Card asking for google review) Local bike give-a-way at school Ask the charities or community programs you are helping to...

https://youtu.be/PaUb_v28Qfk David Justice has been an auto care professional for over 30 years. He grew up in the family business working for his father. At, a young age David purchased his father’s business and went on his own. Over the years David had multiple Shell Gas stations. Find David’s other episodes  (https://remarkableresults.biz/?s=david+justice) . Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click  (https://remarkableresults.biz/?s=Cecil+Bullard) . Maylan Newton from ESI – Educational Seminars is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward on two episodes …  (https://remarkableresults.biz/?s=Maylan+Newton) . Key Talking Points: Labor rates will make the biggest impact on the shop This can be the hardest to understand and manage Understand the KPIs behind productivity You’ve got to understand your labor costs Like effective labor rate Shop owner has to overcome the emotional part of the money to raise the hourly rate Customers are not affected by this Only the shop down the street who is trying to stay under you by $10 Attorney’s charge $700 an hour. We do things as difficult as they do Become a businessman and stop making emotional decisions We need to get paid for what we know If you had a slow week it is not because you have a high labor rate. It usually has nothing to do with what you charge. Too many shop owners manage their cash from a general fund  A high percent of Profit and Loss statements are incorrect Managing the business through the numbers are foreign to many shop owners It is dramatic to see what real earnings can do for a shop Implementation is the key. Accountability drives change and success Money is not made by fixing cars. It is made by the pencil. Understand your self-worth The appliance repair person charges $300/hour with no scan tools. We pay the bill because we don’t have the time If you understand your business (have business sense) automotive repair is a great industry to be in How many owners have not cashed a paycheck. That is a signal that you don’t even have a job but a hobby. Being productive and profitable does not necessarily equate to labor rate. There is so much more to improved profitability Go to classes and learn about the financial side of your business If you don’t actually implement what you learn you’ll have wasted your time and money Average $700K sized shop is leaving $140K on the table Consider twenty groups and the knowledge sharing through peers When your business runs well it is life-changing. When you’re struggling the stress is terrible and life is not good. 99% of the coaches teach the same thing. It is the implementation that differentiates. We work on high tech vehicles and run our business in a low tech fashion The power in observing other businesses and attempt to understand how they run and make money. YOu will learn something that makes you and your business better. Many shop owners are prideful and keep digging a deeper hole You must admit you don’t know it all and that is OK. It is time to learn a new way to do things. Change must be implemented. Stop struggling and get help. Hire someone to hit you over the head and push you into a more profitable business and therefore a happier life. It is fun to WIN Why do some shop owners excel? Pride put on the shelf. Learned.  Ego is killing the majority of shop owners. They do not want to share their failures because they pretend they don’t have them Fear makes you stupid. Farmer are rich in their harvest time and poor when the...

  Andy Massoll second-generation owner from Curt’s service in Oak Park, Michigan was featured in episode 29. He and his dad Curt build their 15,000 sq ft dream shop in 2012 and you can hear about all the Green Capabilities of his shop in episode 29. His main location focuses on specialized services such as European, Asian, hybrid and fleet. Andy recently opened his first branch with a partner in a more rural setting. He and his partner Jim were consulting for the business but decided to buy it instead. He is also a member of CCPN and ASA. Andy’s previous episode (https://remarkableresults.biz/?s=Andy+Massoll) . John Long started to gain more interest in vehicles and just after his 21stbirthday he accepted a position working at National Tire & Battery as a service advisor.  He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could. In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning.  Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes  (https://remarkableresults.biz/?s=%22John+Long%22) . Tom Ham, with the help of his wife Deb, is the creator and owner of  (https://remarkableresults.biz/?s=%27tom+ham%27) .   Key Talking Points: Big take-a-way is Budgeting and the Profit First Strategy Create a budget on every category of the business and share it with your people. They need to know of the entire plans for revenue, margin, and costs in the business A budget needs to be in-depth A budget is not a saving plan but an earning and spending plan Tom Ham: An oversimplified 25/25/25/25 budget plan. Simply put of your sales you can allow 25% for payroll, 25% Expenses, 25% for Parts, 25% for profit.  Dave Ramsey financial goals will help your people live within their income Long-range goal: Will the shop run without you. Make the plan and work the plan Set yourself up to succeed You should not get yourself into debt as you grow your business The family must be on the same page on how you spend money. What is your incoming and live within your means. Spend less than what you take in both personal and business Money needs to be there for investment in technology, tools, equipment Can’t spend what you don’t have Must budget: set aside money for every aspect of the business Monies/funds available must be earned through running a great business Andy and Tom are in a twenty-group. This really helped them focus and grow their business There are two different types of shop owners as it relates to increasing labor rates One’s that will immediately change their labor rate Other, will worry and labor over the decision Managing your profitability and running a successful business allows you to may a great wage to your team and keep them. Many techs turned business owners manage their business by what is in the bank. The worse way to manage Andy suggests ‘reverse engineer’ your cash. Allocate taxes, payroll, profit and so on. The book Profit First will help. Find it (https://amzn.to/2t20sG6) . Podcast episodes on Profit First (https://remarkableresults.biz/?s=%22Profit+First%22) . Rarely businesses will go out of business if they have high prices Never borrow to pay parts bill. This shows that your core fundamentals are broken. Use debt to grow the business If you are in trouble paying your bills. Suggestions: Find an accountability partner. Admit you need help. Can help you and give you guidance Stop the bleeding. Not hard to find areas that are bleeding money The family must be on boards (spouse) Learn to be uncomfortable as you learn. Get out of your comfort zone If you are...

David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois. David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service. In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation.  Find other episodes that feature David  (https://remarkableresults.biz/?s=%22David+Roman%22) . Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994 Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies. Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!!   Listen to Kelli’s previous episodes  (https://remarkableresults.biz/?s=%22Kelli+Weatherby%22) .   Key Talking Points: Begin with the end in mind as you work to build your relationship with your customer Consider mystery shop your business We do ignore many of the things that are wrong with our business We can get dumb to our surroundings Offer customers a tour of your shop Involve them in new equipment Get them to meet your technicians. A bright spot for your technician Allow them to get a view of your clean and high-tech shop Define your customer life cycle Type of lead acquisition, cold lead, warm lead, referral Their experience, inspection processes, getting an estimate, selling work, receiving service Follow up (back-end) biggest opportunity if front end if set up correctly Your groundwork for future work is set with each experience they have with you It is not asking for additional work, it is about providing value to the customer and continuing to build a relationship in a natural process Use email, social media, texts, phone calls David strives for a weekly touch with his customer Consistent contact with your customer. They will receive you if you provide consistent value Customer should know this is a long term relationship It is too easy to send a mailer with a ‘let’s get acquainted’ email and your existing customers get the mailer. How do they feel? David says this is a wrong tactic. You are working hard to get a new customer than to build a relationship with a customer who has already been in your door David sends monthly emails with landing pages The message is we appreciate you Determine what works consistently for you Email with landing pages Newsletter Mailer Social Your emails need to be organic and not institutional An example was a story of scorched gravy at Thanksgiving Connect with your customers at a different level. Not boring. We appreciate you as our customer is...

The Panel: Kim Walker from Shop Marketing Pros is a social media expert. Kim’s experience includes a school counselor and teacher. Her husband Brian, started his own shop while he was a Mercedes technician in North Carolina. Then asked Kim to leave her school job and join his service business. Then for specific reasons left to go back home to Louisiana. It was almost destiny that they engaged with Shop Marketing Pros. As a former shop owner, Kim’s advice and expertise on social media is perfectly matched because she’s been there and done that. She is on the Car Care Council’s Women’s Board, an ATI and Management Success Graduate, and their shop was a Motor Age Top Shop winner two years in a row. Their shop experience is without question, so when she talks about social media as it relates to the automotive service professional, she has the experience that matters. Look for Kim’s other episodes  (https://remarkableresults.biz/?s=kim+walker) . Tom Lambert, owner of Shadetree Automotive. Tom Lambert got his start right at home. His dad and uncles always had projects going on in the home garage. During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding. In the past three and a half years, Tom and his dad have made strategic adjustments in the business. They are now a $2.5 million dollar a year shop with 10% annual growth and profitability. They continue to improve every day. Tom says he has the best team and a strong culture. In January 2017 Tom bought his dad completely out of the business. Tom struggled for many years because he had lost his passion for the auto industry. After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes  (https://remarkableresults.biz/?s=%22Tom+Lambert%22) . AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career. He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then. Listen to AJ’s previous episodes (https://remarkableresults.biz/?s=AJ+Nealey)   Key Talking Points: Allow your story to be your story. No shame.  Understand your problem and admit it Don't get behind on taxes. Debt Snowball - Dave Ramsey's Financial Peace University Make the hard decisions. Downsizing may be a gift.  There is always a way out. It might not be the most pleasant.  Really know your financial numbers Really know the difference between your management numbers and your ownership numbers (understand the balance sheet) Goal setting around $$ in the bank and debt reduction rather than income. You can get into debt because of the lack of clear goals and plans.  Be sure you have a good CPA Have a smart board of directors. For many in the industry, their 20 group serves this purpose of accountability and comparison Why did you get into debt in the first place? "Profit First" banking as a tool to help with debt reduction Proper forecasting is crucial with good/better/best scenarios Increased sales can help your expense issues if you are controlling your expenses Increased revenue will still not always fix an expense issue...but only enhance it....

The Panel: John Eppstein is the owner of John’s Automotive Care in San Diego, CA. He is the incoming ASCCA President. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year.  Hear John in our one on one interview in episode  (?s=john+eppstein) . Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981. Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture. They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Look for Judi’s previous episodes  (?s=haglin) . Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of MWACA where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes (?s=%22Keith+Williamson%22) . Lisa Eckler is an executive assistant by trade, and a native upstate New Yorker – and somehow managed to marry a Red Sox fan!  Lisa’s background in office management and marketing brought a new facet to the business. When she left her position three years ago, Lisa became the business and marketing manager for Foreign Car Specialists.  In her new position, she has increased customer awareness for the business, increased the shop’s search engine optimization (SEO) and has brought the business to the first page of Google’s organic rankings for search engine results. Lisa has two boys who are grown and gone and a daughter still at home.  Kevin’s teenage daughter and son live with them full time and rounding out the family are four cats, a perfect dog and 11 chickens who provide breakfast and entertainment daily. Find Lisa’s other episodes (?s=lisa+eckler) . Key Talking Points: You need to be in a good place in your business where you need help or a bad place and you need help, twenty groups are for you. You must be willing to commit to the process and responsibility You don’t know what you don’t know and discover that in a big way by joining a twenty group Learn quickly what basics you need to start fixing You’ll learn to give a higher level of customer service and give exceptional service Judi is experiencing an explosion in your business since she is focused in another area with ATI to support its 20-Group program. Without Judi, the business is flourishing. Besides national groups, there are regional twenty groups Find close friends that are all willing to help you with your success and even take your call then things are not going well. Lean on each other. There are local groups such as NAPA’s BDG (Business Development Group). Jasper has some groups like this. But they are not exactly like twenty groups, but they are there to help. Travel in twenty groups can be limited to twice or three times a year and ZOOM meetings monthly supplement Google Drive is supplementing the ease to share your numbers and even ads used to hire One of the biggest values from twenty groups is accountability It is not easy to accept accountability from your peers especially if you are not strong enough to hold yourself accountable It is OK if you are struggling and being...

  In the photo, left to right: John Long, Frank Scandura, Jennifer Wiens, Vic Tarasik, Jeannie and David Light, Jammie and Eric Carlson, Carm Capriotto You’ll learn the value of shop tours from this Remarkable Panel: Our host, Jennifer Wien, Ted Wiens Tire and Auto, Host, Las Vegas, NV John Long, Shertz Automotive, Shertz, TX David and Jeannie Light Eric and Jammie Carlson, Ervine’s Auto Repair and Grand Rapids Hybrid Frank Scandura, Franks European, Las Vegas.  Vic Tarasik, Shop Owner and Coach. Vic’s Previous Episodes (https://remarkableresults.biz/?s=%22vic+tarasik%22) .   Key Talking Points Take care of our business so we can take care of you We are too close to see what is wrong or out of place or even not working R & D does not mean Research and Development it means RIP-OFF AND DUPLICATE Some of your best ideas will come from peers. Make them your own and design them to fit your world Best way to participate in shop tour is via a twenty-group Shop tours can provide you good constructive criticism that great opportunities for change Some shop tours will have you interview their people to gain knowledge for the owner who is hosting the tour When you do a tour you can provide Jennifer Wiens discovered, on a shop tour, a baby changing table. She implemented. When you travel consider calling ahead and asking a shop owner if you could stop by and get a shop tour John Long has had 30 shop owners at his shop this year so far Learn from the observations of ideas of others Top three strategies to improve your company Coaching Twenty-Group (networking group) Shop Tours Components of Shop Tours an Excellent Peer Review Repair Order Review/Audit Employee Interviews Amazing discovery for the shop owner The premise is to make the company better The owner picks the people in advance and tells them we are looking for way to improve the company. A casual talk. Some people do not want to talk to their bosses Ask about expectations, if they like working there, know about the process, do you have the opportunity in the company, what things would you change Work Flow (shop) Curb Appeal Show Room Vehicle Re-Inspection Bring your power of observation to every shop tour An outcome of doing shop tours can be the improvement of your facility by learning from others. It can be remodeling, process improvement, additional bays, different software and marketing ideas to grow the business Invest in your appearance Resources: A special thanks to Jennifer Wien, John Long, Frank Scandura, Vic Tarasik, David and Jeanie Light, and Eric and Jammie Carlson for their contribution to the aftermarket. Shop Tours Part One HERE. Books Page (books/) Leave me an honest review on iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Email (mailto:carm@remarkableresults.biz) Subscribe to a mobile listening app (https://www.iheart.com/podcast/53-remarkable-results-27936023/) (https://www.spotify.com/us/) This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com (http://shop-ware.com) This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A re-manufactured drive-train product from Jasper...

Judy Zimmerman Walter is co-owner with her uncles and the CFO of, this 57-year young service business.  Zimmerman’s Automotive (http://www.zimmermansauto.com/) , Mechanicsburg, PA is a true blue ‘family enterprise’ with 12 out of a team of 29 team members that are ‘IN THE FAMILY’. Zimmerman’s is a top automotive repair facility along with a quick lube and a used car division. Among her involvement: Women’s Board of the Car Care Council, AASP-PA Alliance of Automotive Service Providers, and the Auto Care Association. Listen to Judy’s other episodes  (?s=judy+walter) .   Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies.  As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws. He provides advice to cannabis businesses on their employment practices.  HONORS Selected to the Illinois Super Lawyers List of “Rising Stars”: 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019 Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes (?s=%22Frank+Scandura%22) .Key Talking Points:There is no legal advice provided in this episode Federal level Marijuana remains unlawful Some states have legalized it from a medical perspective, recreational perspective or decriminalized it with some small possession like a traffic ticket What are we going to with our safety-sensitive positions such as DOT Random drug testing is costly and must comply with rules/laws that are on the books   No law will protect use, possession, consumption or impairment in the workplace.  Zero impairment to test drive the vehicle     Pre-employment testing state by state may be difficult to enforce. Please check with council Be sure you discuss liability with your insurance providers including your workman’s comp provider Our drug testing policies must be very specific If a mandatory drug test after an accident, what constitutes an accident? Many shop owners do not want their people to work on their client’s vehicles while under the influence The laws have changed access, it is easier Blood tests are more accurate than urine tests. You may need an authorization form person  No law will protect use, possession, consumption or impairment in the workplace How you test for it is different. Zero impairment to test drive the vehicle For multi-state employers will need to learn each state’s law It is time to get the council to outline testing for Cannabis Example in Indiana, pre-hire, random, reasonable suspicion...

Kevin Lekas is the Project Manager for Special Testing Programs at ASE Ron Meyer is the COO of Higher Learning Technologies (HLT) our app developer. HLT has an impressive story about their products in the nursing industry. John Tisdale is the AVP at ASE. John has been on this project since inception. John has been with ASE for over 23 years and has a lot of historical insight about ASE. Rudolph “Rudy” Mestaz is an ASE Recertified Master Automobile Technician with L1. He has been certified since 2006. He has 3 employers in his profile and all 3 of them are aftermarket. He is in southern California and has been a participant in the myASE Renewal program since the first couple (https://remarkableresults.biz/tag/ase/)   Key Talking Points: Why Create myASE Renewal APP This is a learning APP to support life-long learners as well as supporting certification. A different approach and perspective that will transcend not only certifications but learning ASE created the app as a result from technicians who want a better way to recertify and keep their credentials current Continuous engagement with your ASE certifications What can ASE do to help me understand a question I got wrong and how can I learn about the correct answer To help techs identify gaps in their knowledge The need to reinvent the recertification process The app is about 9 months old and in BETA There are technicians earning certifications as the app gets fine-tuning How does it work? Very intuitive and easy to get involved www.myaserenewal.com (http://www.myaserenewal.com) You get a free three-day trial so you can get a flavor of how the site works You learn why the answer was incorrect and you get up to three chances to answer a similar questions if you fail to have the correct answer Based on the certification you’ve earned you will receive one question per month. These are ‘core questions’ 30 days later you will get another question (one per month per certification) Every correct question you earn a point and you can earn a one-year extension with eight points per certification. You can earn one point per month per certification if you get the question correct A Master Technician will receive eight questions a month. One for each certification Some questions seem manufacturer-specific ASE replies that they are keeping with late-model technology and leading-edge tech Learning moments happen when techs look into the answers they may have gotten wrong. Test takers will learn why an answer is incorrect. The APP is the only vehicle that allows this learning opportunity You can see others who have left comments. A test can be taken on android, apple or even a desktop Download the app on the Apple App Store or the Android Play store Questions and content is being delivered separately for the app ASE believes the app adds a higher level of value. Tests don’t teach the app will ASE has not promoted the app because they continue to be in Beta. They continue to research acceptance of the app and spend time talking to the limited users Many technicians have let their certifications lapse. This app may just help you get re-certified while learning as you go.  No time off work No travel to a testing site There is a private Facebook page for techs that have downloaded the app ASE wants to focus on leading-edge technology, so there will be questions reflecting the new tech Resources: A special thanks to Kevin Lekas, Ron Meyer, John Tisdale, and Rudolph “Rudy” Mestaz for their contribution to the aftermarket. Books Page (https://remarkableresults.biz/books/) Leave me an honest review on iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Email (mailto:carm@remarkableresults.biz)...

Academy Panel: Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click  HERE (https://remarkableresults.biz/?s=Cecil+Bullard) . Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He owned and managed several successful automotive repair shops.  Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006. Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast  (https://remarkableresults.biz/?s=%27rick+white%27) .    Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). It is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. It’s content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob’s previous episodes are (https://remarkableresults.biz/?s=%22greenwood%22) . Key Talking Points: Culture is the foundation of your business. It reduces friction Allows your people to flourish Perfection is not attainable. Shoot for your best with a culture of continuous improvement People will want to work at your shop if your culture permeates Let out your authentic you. It starts with the owner/leader Great culture has great standards People feel it and believe in it People are kept accountable that attract people who want to be part of that When you don’t hold people accountable they become unsure of themselves Find your hidden strengths Use your personal coach. They see more in you than you do What are they? Find them Strengths Finder 2.0 BOOK and Test HERE Find your talent Hire to build on your shortcomings “Hire Up” Hire smarter/better than you with more talent than you (insecurity) Too busy managing your tasks and not your outcomes Culture happens. You have a culture. Does it do for the business what it needs to do? If not, you consciously  need to create the one you want (enduring)   Invest in building your culture Culture is not what you talk about it is what you live Rick White to his daughters Boys will confuse you. What they say and what they do are different. Always look at what they do. Behavior Never Lies If you act contrary to  what I want to create in your business, your people are watching and will learn from your action Consider assessments on yourself and your people Strengths Finder 2.0  (Discover what you are good at and what makes you happy)  (https://amzn.to/2W6tsqK) Do what you do best. Learn more about it. DISC – Communication behavior assessment – From Tony Robbins   (https://www.tonyrobbins.com/disc/) Creating your culture is just one small part of the...

Academy Panel: Bob Ward Bob Ward is the President of Wardden LLC, Bob began his business career at a franchised car dealership, overcoming obstacles to learn and earn the required skills to become Controller, General Manager and then, a minority owner of Tacoma Dodge in Washington. A native of Seattle, Bob serves as a financial advisor and consultant to small business owners throughout the United States.  He believes that your business should always be ready for expansion or sale, you should get paid for what you built and, when you decide to leave it, your company should continue to prosper. He believes in a Perpetual Business where there is Value, Continuity and Legacy. Look for Bob’s Previous Episode (https://www.wardden.com/#/home) . Joel Zaleski Joel started his career at PriceWaterhouseCoopers before joining Monro, Inc. as the Vice President of Acquisitions and Operations Support, responsible for leading the company’s acquisition strategy and supporting the operations of Monro’s nearly 1,200 auto service and tire locations.  During his time at Monro, Joel oversaw the company’s commercial and wholesale operations, as well as various corporate support functions including, pricing, customer service, facilities, and training. Joel’s experience in leading the acquisition strategy at the tire and automotive service industry’s largest strategic buyer, Monro, Inc., gives him the credibility and expertise to represent sellers during the sale process. Joel is a CPA and member of the International Business Brokers Association. Listen to Joel’s previous episodes (https://cardinalbrokers.com/) Greg Bunch Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business. Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry. Listen to Greg’s previous episodes (https://www.transformersinstitute.com/) .   Key Talking Points: Resources: A special thanks to Bob Ward, Joel Zaleski, and Greg Bunch for their contribution to the aftermarket. Books Page (https://remarkableresults.biz/books/) Leave me an honest review on iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Email (mailto:carm@remarkableresults.biz) (https://remarkableresults.biz/coffee/) (http://eepurl.com/bhqME9) Subscribe to a mobile listening app (https://remarkableresults.biz/app/) . (https://www.spotify.com/us/) (http://eepurl.com/bhqME9) This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A re-manufactured drive-train product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com (http://jasperengines.com)

Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. At the age of 22, he left school and started his first business. He bought his first three-bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI. Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes  (https://remarkableresults.biz/?s=%22kirk+richardson%22) . Jim Hayes is originally from North Carolina, but spent time in various places growing up and has lived in the Monterey Bay area for the past 23 years. He grew up playing sports and spending as much time as possible in the outdoors; hunting and camping are among his favorite pastimes. After high school, Jim joined the United States Army where he served with elements of the Intelligence and Special Forces communities. After completing his goals in the Army, he moved to the Monterey Peninsula where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim made a transition to the automotive industry where he currently serves as General Manager of Pacific Motor Service. His background keeps him dedicated to the building and development of the most important asset any company has: its team. With a strong desire to maximize the potential of those around him, Jim has created a leadership and personal development course that is attended on a volunteer basis by 90% of the company’s staff. Jim’s goal for the business is to optimize performance and maximize efficient profitability by using the fundamentals of business finance, strategic planning and by creating a culture built on a foundation of principle-centered leadership. Check out Jim’s other episode  (https://remarkableresults.biz/?s=Jim+Hayes) ! Dan Taylor has nearly 35 years of executive management, consulting and coaching, business development and entrepreneurial experience. Mr. Taylor has spent the majority of the last 18 years as a Business Consultant and Coach – Helping business owners and managers evaluate their current situation and future plans. Implementing comprehensive business plans through business diagnostics, education, management review, and strategic analysis all focused on results and sustainability. Mr. Taylor has worked across a wide spectrum of industries from healthcare, manufacturing, retail services, data collection, sports equipment to educational conferences and recruiting services. One area of concentration has been in the automotive repair industry with hundreds of independent repair stores, specialty shops and automotive dealerships. Most notably he worked for a management company that served 13 states serving this group with shop equipment, management and administrative tools. Additionally, he spent time in fleet services and operations to municipalities, counties, utilities, school districts and larger independent industrial fleets. Mr. Taylor earned a Baccalaureate in Business Administration and Marketing with a minor in Economics from the University of Northern Colorado. He also holds certifications as a Business Coach, Business Analyst, Six Sigma Green Belt, Human Resources, Time Management and Life Coach. Dan serves on his neighborhood HOA board and has held multiple board positions with the Porsche Club of America. His passion is road course racing with his Big Mission Motorsports teammates raising funds for

Tristan Ramer of Nappanee, IN, founded Locke Performance in 2014. Beginning his career as a teenager working in his father’s mechanic shop; his interest in the light-duty diesel’s was sparked with the inception of the common rail diesel in the early 2000’s. Seeing the repair industries rapid changes; Tristan is committed to providing all the necessary resources, for those under his employ, to be successful in their respective duties. Diagnosing and repairing vehicles of today have many more requirements for up to date training than they did in years past. Today, a technician must network with other like-minded individuals, commit a lot of their personal time to craft their skills so they can confidently, efficiently and accurately diagnose the issues that they face daily.  Greg Ritter is a 1989 graduate of Kinmundy-Alma High School in Kinmundy Illinois and married for 25 years with one daughter age 18. Greg attended Wabash-Valley College in Mt. Carmel Illinois. and graduated with a degree in Diesel Power Equipment Technology in 1991. Greg owns Ritter’s Auto Repair in Kinmundy, Illinois and has been in business for 24 years. He holds the ASE Master Technician Certification since 1995 and serves his local College Advisory Board. Greg is a Napa Auto Care Center  and is a board member of the McKay Napa Auto Parts. Greg has attended Vision High Tech Expo for 23 years has attend APPEX and SEMA as well as the NAPA Expo in 2015.  2019 is his secondyear attending ASTE 2019. James Perry   Key Talking Points: Excuses do not compute anymore Daytime training more valuable Tell your customers you’ll be closed for training. Include in mailers or your social posts They will understand You have plenty of time They understand you close for Holiday, so why not for training Technology is changing at a rapid pace and they need to understand the need You are investing in training for your customers and for the efficiency of the shop A weekend worth of training is intentional and concentrated You get a lot more out of it vs. 3-hour evening classes A lot of this type of training can’t be covered in evening classes Techs are impressed with the depth of training No techs go to the same classes so they can get back to work and conquer and divide the training. Share five key take-a-ways from each class Build a training resume to be sure they are taking the training you know they need. A key indicator to the value of training is to track, in-depth, your comebacks Greg tracks in his SMSystem by creating a special invoice. He can pull back the info It may not always be the techs fault, which is why you need to provide in-depth research It may be the product, even having the right tool The Power of Networking PRICELESS More learning happens out of the class than in it. But you have to engage and meet your peers Technician networking is also very important You will meet colleagues that care about your success Greg has a spreadsheet to justify his investment in training His comebacks have come down and his revenue is up 25% Management training for the CEO is mandatory Learn to be a better leader. Training Improves shop efficiency. Training reduces comebacks is a big way Greg Ritter looks to find his training ROI Training keeps you relevant Event or daytime training provides better knowledge transfer Event training build strong networking opportunities that are priceless Event training builds the team You should feel the pressure to provide excellent content for your technician team You make an investment in your team personally and in their career   Resources: A special thanks to Tristan Ramer, Greg Ritter and James Perry for their contribution to the aftermarket. Books Page (https://remarkableresults.biz/books/) Leave me an honest review on iTunes...

  David Friend is the owner of Mobile Tech and Wilmington Hybrids, from Wilmington, NC  David has two locations. an ADAS Calibration shop and teaches ADAS calibration in his dedicated training center. Listen to David’s previous episodes (https://remarkableresults.biz/?s=%22david+Friend%22) . Mike Reynolds is the owner of Mobile Automotive Service Solutions in Charleston, SC as well as an automotive technology instructor at Trident Technical College. As a diagnostic specialist, he holds certifications as an ASE Master Technician (A1—A9, X1), and is an Advanced Level Specialist in engine performance (L1), and Hybrid/Electric vehicles (L3). You can find his technical articles published in MotorAge magazine as well as case studies he has written featured in many aftermarket training seminars. Attending an average of 45 training hours per year helped him to become proficient in vehicle diagnostics on American and Asian vehicle lines. Listen to Mike’s other episodes (https://remarkableresults.biz/?s=mike+reynolds) .   Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE. Scott is the founder of diag.net. Find other episodes that have featured Scott (https://remarkableresults.biz/?s=%22scott+Brown%22) . Key Talking Points: Big Challenge in ADAS Calibration To have the correct space to set up targets Level flat space necessary A workaround is to shoot out the bay door To understand the systems and components and what they do You have to understand what repairs you may be doing that can affect ADAS calibration you may have to send it to a calibration center or call in a mobile tech Technicians need to understand the fundamentals of ADAS systems. How they work, behave, integrate and operate Advancement of tech needs to be understood by our working technicians Consider renting a high-level ADAS vehicle, drive it, and learn how the ADAS systems perform Scott’s rented vehicle had an incident with radar and it was not performing as intended Test driving the vehicle once a satisfactory calibration is done is critical Critical that OE specs and guidelines must be followed A limited business model regarding ADAS becoming more dynamic calibration in the future. Yet there may be 15 years of ADAS equipped vehicles to fuel a calibration business model. Depending on the marketplace if you were going to put up a brick and mortar facility or dedicate a bay, consider if collision shops and windshield repair need this service, how many mobile techs are equipped. Currently, the mobile techs are the front line in ADAS calibration 40% of front end collisions avoided because of ADAS If you get in early and become an expert you will become the key players in this space It may be impossible to have all the equipment for every ADAS equipped vehicle. You may be very successful for the top-selling vehicles. Honda and Toyota is a good place to start ADAS calibration can lead to other work ADAS can be a foot in the door with collision shops You need to be aware of the liability you have in calibration work Many in our industry do not know what ADAS components are. You are asked to...

  Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years.  He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes  (https://remarkableresults.biz/?s=nalu) Frank Leutz from Desert Car Care in Chandler, AZ.  Frank has a weekly radio ‘call in show’ called ‘Wrench Nation’. . Frank also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures. Listen to Frank’s previous episodes  (https://remarkableresults.biz/?s=%22leutz%22) . Brian Glowski is from South Street Auto Care, Rochester, MI   Key Talking Points: Bill and Frank are immigrants Bill has a graphic on his wall with the word ‘Welcome’ in over 25 languages You’ve got to know how to do business with our diverse clientele and specific cultures Your customers may have a language gap and the fear of the unknown on the repair of their vehicle There are certain taboos you need to know. Left hand from middle east people is taboo Japanese use two hands Easy to develop relationships is you understand their way to communicate Show patience and understanding with your customer Why we are different Why we have value to you even though more than what you want to invest in your vehicle Patience with the language barrier Most are tight-knit communities You need to know how your customers want to be communicated with If you are hugger, you need to know how cultures will except that Match your customer’s tone and style of communication. Minimize friction. Get to know them Why so much? If you answer with a question rather than an answer, it is a totally different dynamic. If you ask, “Do you know what a battery cost?” It starts the dialogue Let me tell you why this costs this much Create a relaxed encounter You train on your shortcomings. What can we learn from a walkout We pay technicians a livable wage is a strong answer the ‘Why So Much’ question  This is what we charge Consider options on parts for your customers, but never negotiate your price only on options Options are key, negotiations are not Everybody loves the cheap guy Different Cultures: Germans love a very direct approach when dealing with business -no fluff here. Italians enjoy getting to know you first with a personal approach before any business dealings Australians are very picky about time –deliver on time every time  Chinese may not accept your gift right away –could take 3 attempts before they are comfortable Japanese frown upon giving or receiving with one hand –both hands out is key  Arabs consider the left hand unsanitary –any usage of such is taboo  Russians may consider smiling as weakness & insecurity  Israelis do not conduct business on Fridays India -caution on pointing fingers & respectfully expect deep negotiation  You need an inviting heart and universal policies and for every customer, you’ll do well Kindness is a universal language Resources: A special thanks to Bill Nalu, Frank Leutz, and Brian Glowski for their contribution to the aftermarket. Books Page (https://remarkableresults.biz/books/) Leave me an honest review on iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Email (mailto:carm@remarkableresults.biz) (http://eepurl.com/bhqME9) Subscribe to a mobile listening app (https://remarkableresults.biz/app/) . (https://www.spotify.com/us/)...

  Jeff Moore – Moore Tires (5 Store) Rock Falls, IL The story of Moore Tires started in 1991 when Jeff & Angie Moore moved to Rock Falls with nothing more than determination and a vision. They opened up their humble two-bay garage, took up residence in the apartment above the shop, and got to work serving the community’s tire and automotive needs. With a foundation built upon exceptional customer service, the original location has now expanded to an 11-bay building with room to accommodate 16 cars and two semis at the same time! With the tremendous help of our partners, Brock Rude and Greg Woessner, Moore Tires has now grown to include four convenient new locations in Mendota, Kewanee, Monmouth, and Macomb, all opening with the mission of connecting more people to a rewarding tire and automotive experience. At Moore Tires, the customer is always the highest priority as we strive to go above and beyond to meet all your vehicular needs quickly and efficiently.  Valuing transparency and honesty, we always offer an estimated time of completion and complimentary inspections to ensure your vehicle is getting the specific care it needs. With no appointments necessary, swing by any of our 5 convenient locations for us to exemplify how Moore Tires has been setting the standard in automotive excellence for nearly 30 years! Austin Miller – Tire Star (3 Store) Wolcottville, IN Tire Star opened the doors in 2011 in the back part of a grain elevator warehouse. Austin Miller started the business with the goal of providing trustworthy automotive repair at a fair price and timely manner. Since then Tire Star has grown to 3 locations and 40+ employees. This growth was made possible by employees willing to go the extra mile to provide a great customer experience. Austin is an ASE L1 Master Certified Technician and has received an ASE technician of the year award. Although he is not turning a wrench most days Austin is still very involved in learning about new technology and ensuring his staff gets the training they need to be successful. Key Talking Points: There is a misconception if you are doing great with your first store, your second store will be just as good. Many factors are at work. People, Money, Processes, Culture If you do not have store number one running with a strong net profit do not take on store number two … and so it goes Branch or not, you must constantly be working on refining your processes and procedures Jeff admits his first-ever branch lost him $250K in five years. It took him too long to close it. He learned a big lesson and decided to only have one store. He now has five. The first (base store) must be a profitable store Do not look to grow if your base operation isn’t strong, that includes profits, processes, culture, and people. You will always use the base store to shore up the new ‘child’ The acquisition of a going business is an option. Your ROI depends on the strength of the going new branch. Moving to the second store without well-refined processes will put immense pressure on the new store and the base store Groom staff in a current store before you close on your new location Jeff’s growth strategy includes partnering with two key employees in an LLC. It is like having golden handcuffs by giving equity in a new venture. The main store is the proving ground You may have a strong talent you do not want to lose which could entice you to find another store to promote staff. This reason alone is not a good reason to grow, but the people factor is solved as a qualification to add another store Never rob Peter to pay Paul. Each store needs to pay its own way. Austin would jump in to do whatever needed to be done. He now realizes that move was wrong You must realize that you must lead the entire operation and lock yourself into a fallback role in the bays or on the counter. Those are not the CEO’s...

Kenny Wedow knows cars. A natural talent even at the young age of 17, he pursued it auto repair in shop classes in school then slipped right into the work field. Working for dealerships such as Saturn, and Nissan, as well as other independent shops, has afforded Wedow with an extensive and well-rounded education. More importantly, before Wedow branched off to open the doors of Fine Tuned Auto in 2013, he already learned the importance of patient diligence. Many dealerships and independent auto shops can default to make generalizations about the problems with your car, sometimes not always seeing the things that really might put you in danger on the road. The patience Wedow has to pull everything apart if need be to find the root answers makes him unique in his field. It is a quality that got him promoted to foreman at a Nissan dealership when he was only twenty-three. It wasn’t that the six technicians under him weren’t experienced, in fact, some of them had worked considerably longer than Wedow. However, his attention to detail and follow-through put him above and beyond. Danielle Bohlman, owner with husband Brett in Highway 7 Service Center, Newell, IA Find Danielle’s other episodes (https://remarkableresults.biz/?s=Danielle+Bohlman) . Chris Cotton utilizes the Profit First method of cash management. He is trained and certified by the Profit First Professionals organization to guide business owners and entrepreneurs in maximizing their profits. AutoFix is the first and currently the ONLY auto repair shop specific coaching company, nationwide, that has achieved certification in Profit First. Chris Cotton has been in the customer service industry for over 40 years and has been in the auto repair industry for over 25 years. He is a former shop owner that has dedicated his life to helping YOU to get your business where you want it to be and helping you FOCUS on the things that matter to you. Find Chris’ other episodes (https://remarkableresults.biz/?s=Chris+Cotton) . This episode will change your thinking as it relates to a new profit discipline and cash management. I know you know that cash is king in any business, so start being a better manager of it. Listen in on Danielle Bohlmann, owner with husband Brett in Highway 7 Service Center, Newell, IA, Kenny Wedow from Fine Tuned Auto, Broomfield, CO and Chris Cotton, Certified Profit First Professional from AutoFix SOS coaching company and a former shop owner. They nailed the benefits of a strong and disciplined cash management system. Both these shop owners say they are in a better place because of implementing Profit First. Danielle and her husband Brett always plowed all their money back in their business. Now hear what they are doing and are better for it. Key Talking Points Profit First is like ‘Telling Your Money Where it is Going’ Danielle Bohlman My Profit & Loss Statement says we made money! Where is it? Eight out of ten businesses fail from a lack of profit. 50% of businesses fail within the first five years In the book Profit First author, Mike Michalowicz says: “Profit is not an event, it is a habit” You do not need to be in financial trouble to implement Profit First is a budget based on your income (revenue) Great accountability and discipline Everyone in the aftermarket can benefit Kenny did not follow the account conventions exactly like in the book but set up according to his business. His accounts: income, profit, debt repayment, sales tax account, opex account, parts, payroll account. You may find some challenges with your bank until they understand why you want additional accounts Danielle had challenges to cutting expenses, but they made it worked. Too many live with a big pot of money. One account that everything gets paid from. That is how the money disappears without having a ‘budget’ for your responsibilities. Funding these accounts...

We are dropping topics on Hybrid repair and marketing, building technician training resumes, avoiding a viral social goof, customer ADAS training, and communication tactics among other   Kathleen Jarosik began her career in the automotive field in late 2003 after relocating from Florida’s Atlantic Coast to the beautiful Gulf Coast with her family. She started working at Xpertech Auto Repair shop while also staying home part-time with her two, now teenage daughters. Without any automotive experience, she spent much of her time in the background, managing payroll, accounts payable and paperwork associated with the operations of the business. After divorcing in 2009, and only 6 years of shop experience under her belt, she purchased full ownership of her shop from her former husband and began to run it as her own. Kathleen made 3 pivotal decisions that have since changed her life; becoming a Napa Auto Care center and utilizing their extensive benefit and training network to learn and grow in the industry, finding a business coach; Repair Shop of Tomorrow, to further educate her in marketing, operations, and efficiency, and becoming a member of Women in Auto Care where she has learned the importance of encouraging and empowering others to strive for excellence in this incredible industry. She is very involved in the leadership and volunteering initiatives in her local community and aims to increase awareness and spark interest in choosing a career in the automotive field for young women. Kathleen was honored as the Female Shop Owner of the Year 2018 from Women In Autocare. Listen to Kathleen’s previous episodes  (https://remarkableresults.biz/?s=%22Kathleen+Jarosik%22) . Brent Robinson, Co-owner with his brother Brian in Snellville Auto Center, Snellville, GA and Loganville Auto Center, in Loganville, GA Kurt Valvis, Co-Owner, Guys Foreign Car Repair, Metairie, LA. After graduating from LSU, Kurt moved back to his hometown of New Orleans to join the family business. Working with his father (Guy) at Guy’s Foreign & Domestic Auto Repair was the best career decision he’s ever made. Kurt is very involved in the local NAPA Business Development Group, along with many charities around the city. When he isn’t working, you can find Kurt tailgating for Saints or LSU games, attending one of the hundred local New Orleans festivals, or preparing for Mardi Gras season!   Key Talking Points: Hybrid/Electric Get training Market your new talent Training for technicians Access to manufacture sites Create a training resume for your technicians. A spreadsheet that shows tech in the row and the class in the column. Checkmark so you can see who is all on the same page and getting the training you need for your shop. Look for weaknesses and get that class set up through your supplier or online Avoid anything that would become a negative viral social media goof You cannot afford being plastered over social media Your review ratings will tank Your team is always representing the business They need to understand they are ambassadors of your business Careful of dashcams in a customer vehicle, they can record what you say and do when you in the vehicle Your supplier may have an online resume Digital Vehicle Inspections important going forward to build honest, and trust with the customer on the needs of the vehicle. Your customer is driving an ADAS equipped vehicle and may not have a clue how it works and what it is about Provide ADAS ‘New Tech’ training for your customers. Keep them in the fold with their new customer Help your customers learn their navigation and blue tooth systems as a start. You are the expert; always. Communication to team and customers is a critical need Everyone on the same page Listening to the customers will become a competitive advantage Find the best way to communicate with your team or your customer Ask

The panel says that soft skills training helps build a stronger, flexible and harmonious organization. Leadership training is not just for the leader today. Everyone can benefit from being a better listener, which is the #1 soft skills or life skills training we all need to have. In support of your work to build an enduring business culture one of the best tactics you can implement is soft skills or life skills training. Consider the message in this episode as an important component to building your enduring business culture.   Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981. Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture. They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Look for Judi’s previous episodes  (https://remarkableresults.biz/?s=haglin) . Kyle Holt is the President of S/P2 (sp2.org). S/P2 serves businesses and career tech schools in the automotive service, collision repair, heavy-duty/diesel, welding, construction, cosmetology, and culinary industries. S/P2 is used by over 175,000 students and employees every year across North America. S/P2 provides industry-specific, online training in safety, environmental, ethics, human resources, and soft skills. S/P2 also works to help entry-level technicians enter and stay in the industry with S/P2 Careers – the largest resume database of entry-level technicians – and S/P2 Workplace Mentoring – a systematized mentoring system to train and track the progress of entry-level techs. An entrepreneur with a strong background in e-learning and web-based systems, Kyle is passionate about providing businesses and career technical schools the ability to utilize technology to improve the lives of students and employees everywhere. Listen to Kyle’s previous episodes  (https://remarkableresults.biz/?s=%22kyle+holt%22) . Jeff Peevy, President of the Automotive Management Institute (AMI), a 34-year industry veteran who has spent the past 20 years involved with education and research. Jeff discusses and drives home an important strategy on ‘Building A Learning Culture’ in your business. This episode can be distilled down to four words: Let’s Go Learn Something! Listen to Jeff’s previous episodes HERE (https://remarkableresults.biz/?s=Jeff+Peevy) .   Key Talking Points AMi survey Over 80% of employees still employed over five years when listening, communication and interpersonal skills are possessed by team members. They were rated above average or excellent in these soft skills. Soft skills training also helps at home and in personal relationships and with retention The boss may lack these skills which make him/her difficult to communicate with 83% believe that soft skills training will help their business We hire for skills and not for attitude and soft skills    SP/2 attacks this issue from a CTE perspective (Career Tech Education) programs Soft skills will most likely win the interview than tech knowledge Are your people coach-able? Then can learn soft sills Not hard to teach computer skills Judi has a game night once a month. It is a safe place where anything can be discussed Soft Skills starts with the owners and leadership and should include shop managers, service advisors and technicians of all levels A good mentor should have great soft skills Jeff Peevy says listening is the single most important   life skill to learn Talking and listening is not communicating Soft skills training is easier than technical training Keep in mind soft skills

Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click  HERE (https://remarkableresults.biz/?s=Cecil+Bullard) . Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He owned and managed several successful automotive repair shops.  Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006. Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast  (https://remarkableresults.biz/?s=%27rick+white%27) .    Murray Voth, owner of RPM Training learned how to service and repair cars, motorcycles, and airplanes in his youth and earned his commercial pilot’s license. After college, Murray was hired by a firm doing research and development in the service station industry. That led him to own and operate service stations for the next 20 years. Murray has done extensive research into human potential and has the ability to synthesize this material and make it practical to apply.  His favorite moment is when a client says, “I get it!” or “I did it!”  He is known as an implementation coach. For the last 10 years, he has been the senior trainer, coach, and facilitator for a major automotive training company in Canada, and worked part-time in the USA as his schedule allows.  Murray has worked with hundreds of shop owners helping them to be more profitable and reduce their stress levels. Listen to Murray’s episodes  HERE (https://remarkableresults.biz/?s=MURRAY+VOTH) . Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). It is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. It’s content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob’s previous episodes are (https://remarkableresults.biz/?s=%22greenwood%22) . Key Talking Points: Why do I need a good culture Your people need to think about your business and the nurturing environment you have to accomplish your mission with a set of standards and values Culture is the environment where people can flourish and grow Culture will attract the right people and takes friction out of the business Everyone is on the same page with less stress Culture is what you stand for Does your team believe you have their back? Does your team have your back? Do your people believe your organization can change? You need to know who you want to be We have a lack of targets and goals so you know when you are successful and winning the game Interview skills will lean to finding a fit for your culture vs. aptitude Setting goals without dates, assignment and accountability is just a dream Every family has dysfunctions...

What is your future? Have you planned it? What are you doing to ensure your success in the next 5, 10 or 15 years? If you do nothing you get what you currently have and that may not sustain you to far into the future. Your panel: Kelli Weatherby,  co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ., Bill Nalu, owner of Interstate Auto Care, Madison Heights, MI and AJ Nealey, Nealey Auto Service, Edgewater MD. This diverse group has some similar yet some different strategies for their future. It is so refreshing to hear the dialogue and then compare their tactics to your current or long term plans.  We are in a dynamic industry that is in a heightened change curve. Keeping up at all levels will bring you spoils. And keeping your eye on your business with the future in sight is an important responsibility you have to your employees and your family. We talk BHAG’s, Debt, Branches, Succession, Training, refinancing, and SWOT among others. The Panel: Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994 Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies. Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!!   Listen to Kelli’s previous episodes  (https://remarkableresults.biz/?s=%22Kelli+Weatherby%22) . Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years.  He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes  (https://remarkableresults.biz/?s=nalu) AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career. He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then. Listen to AJ’s previous episodes (https://remarkableresults.biz/?s=AJ+Nealey) Key Talking Points AJ Nealy: The importance of a BHAG – be a visionary – set the dream and do it AJ: Debt reduction is an important goal so he can reach his goal of 10 shops in 15 years He will purchase going to profitable shops. Be a player in their succession plan Bill is too much of a micro-manager and perfectionist and has not grown branches because of that  Bill needs a top-quality number two in the business to take some of his focus A large part of Bill’s move forward strategy was to pay off the building and his house Kelli has refinanced their building Kelli is working on a succession plan with her husband Lee. They are working with their service manager and lead technician AJ has done a SWOT analysis on his business (Strengths, Weaknesses, Opportunities, Threats)  (https://remarkableresults.biz/a040/) Do a SWOT on each individual team members Where do your people want to grow? Align with their gifts Kelli and her husband did an individual SWOT because they are partners....

Rena Rennebohm service advisor coach and the Chief Training Officer of ACT Group. When not gardening or cooking Rena is working her chosen trade, Coaching Service Advisors across the country. With over a decade of Service Advisor experience, from the independent side of the business to the dealership side and back, Rena has seen and dealt with just about anything and everything! And after becoming proficient as a Service Advisor, she moved to the Coaching & Training side of the automotive industry. Her experience in Coaching and Training Service Advisors has allowed many, many facilities to not only build their total sales exponentially, it has helped build a stronger NET profits as well. Listen to Rena’s previous episodes  (https://remarkableresults.biz/?s=%22Renna+Rennebohm%C2%A0%22) . Dave Nelson is the Manager at Antero’s Automotive. He shares the same passion for taking care of  customers. He has over 15 years of experience in the automotive field as well as some time in the motorcycle and power sports industry. Dave has new found love for the game of golf. When he’s not chasing the little white ball around, he’s spending time with his wife and 2 dogs. RJ Milnes is the General Manager of D&K Auto Repair.   Key Talking Points: Role Play #1 Brakes- the client knows what is wrong and the car has been inspected somewhere else. A Toyota Camry The contact number needs to be retrieved if you want to call the prospect back Invest in time on the phone should generate some type of call to action Towing was brought up. Does customer have AAA. Do you pay for a tow? Dig into why the customer believes it is unsafe to drive because he needs a complete ‘everything’ brake jobs We could have presented to the customer that only X percent of customer who we service need ‘everything’ therefore convince the customer that a  second opinion is important when an estimate for ‘everything’ and the customer has price sticker shock Ask the customer to explain the symptoms of the vehicle that has led to an ‘evertying’ brake job quote Role Play #2 Oil change- just looking for a price Vehicle: 2015 BMW X6 This role-play was designed to show how to sell the value in an oil change and we are just not a ‘spill and fill’ shop. Always remove words that have a negative connotation Fortunately for you, we do a Vehicle Inspection If you have a manufacture certified shop on staff that is a strong selling point as well as servicing up ASE certifications as an added value for the customer When customer objects to the price and sell value and they still don’t care about the ‘value’, you now have prequalified the customer if they are a good fit for your shop  Role Play #3 Check engine light – how much to replace the catalytic converter? Vehicle: Nissan Pathfinder A question asked, ‘What caused the converter to fail?’created doubt on the information she received from a scan device from a parts store. RJ offered a $150 inspection charge to look at the vehicle If a deterrent, let me pull the code and start to test what is wrong with the vehicle. We can see codes that parts stores can’t. RJ does not like to give prices because things usually change once the vehicle is in the shop. Overall notes: Many shops to not give prices on the phone. Renna has noticed that the Lead to Conversion Rate increases when prices are given. Some shops offer an on-line price estimator Let features and benefits be the service advisors strong tools During a call, you are interviewing the customer and they are interviewing you, both looking for a good fit. If cheep is what they want and you can’t deliver you’ve learned. A call came in asking for a price on alternator and battery. The shop did not give a price. Lost the opportunity. However, in that case with a customer requesting alternator and battery, will most like

Check out this episode’s Customer Financing Options. What options do you have to help your customers with credit choices?  There are many vendor credit options to choose from and they are great. Maybe you don’t use them, maybe you should. No one wants a customer to walk out on a major purchase especially safety-related. This session is here to help you capture more of the big-ticket jobs. You just may hear a financing option idea or two that you’ve never considered. And that is exactly what we do here, push the envelope on strategies and ideas to help you grow as a leader and build your business. Hear about the acceptance rate of vendor finance programs and a few creative ideas on how to lock in customers with a pre-payment plan. Ever do a comparison of buying new or used vs fixing the vehicle that needs all the work?  Have you ever heard of the M & D loan? You are about to. The Panel: Amy Mattinat is the owner and manager of Auto Craftsmen in Montpelier, VT. Her shop is an ASE Blue Seal Shop, AAA approved and she is a member of ASA, SBN & WIAC.  Along with running her independent repair shop, she is able to combine her three passions: teaching small business owners how to run a successful business, teaching car care and safety to the general public and educating young people about the many career opportunities available in the auto care industry. Amy was awarded the  2012 Top Female Shop Owner of the Year! The award was given by the Car Care Council Women’s Board, Honored as a 2014 Professional Woman of the Year by the National Association of Professional Women, Awarded the 2015 U.S. Small Business Administration’s Vermont Women-Owned Business of the Year, Awarded the 2016 AAA Business of the Year in Vermont and served as President of Women in Auto Care 2014 through 2016. Listen to Amy’s previous episodes (https://remarkableresults.biz/?s=%22Amy+Mattinat%22) . Leon Martin owner of Auto Tech Services in Rochester, WA, graduated from “corncob college” as his father would say… The School of Hard Knocks… 1st – Eighth-grade training plus self-study courses. He is just a farm boy out of southern Illinois. Leon’s first formal training was by DANA and a ‘Doctor of Motors’ degree in September 12, 1972 Leon has been ASE certified since 1985…A1-A8 L1 C1 and his shop is an ASE Blue Seal Affiliate. He is a Management Success graduate, Repair One Graduate, E-Myth Business Mastery, AMAM Accredited Master Automotive manager and a Ned Tomarchio Supremacy Automotive Graduate. He is part of Elite Pro-service with Bob Cooper and Jim Murphy Leon moved to Rochester, Washington in 2006. He assist a local auto service and working out of a small 29 x 40 shop with a miniature office area. With the help of great people and dedicated techs, the sales average grew with a 20% increase per year for 8 years! Operating at a neighbor to neighbor, bumper to bumper slogan, the shop grew faster and ran out of space. He looked for options because he needs to continue serving his customers in a timely and efficient manner. Considering the challenges like getting permits, restrictions, zoning, costs and new building hindered their progress moving forward. His team started making plans with an existing facility and renovate to their standards. This new project ends up with six bays, additional service area which is future expansion. This also includes a very intense focus on being clean and “green” with a commitment that benefits the environment and mankind! Providence lent his hand! Leon and his team lease/purchase of the present location 18225 Pendleton Street, Rochester, Washington. It is a 4.4-acre property. Not only they are able to assist more clients, they actually have room to park, with all security cameras/chain link fencing in place, and protecting their client’s vehicles as compared to the small 3/8 acre property they moved from. Leon’s shop offers a complete auto to light...

Are you ready to sell your business? Do you know how to prepare? Is it a buyers market or a seller’s market? Do you understand some of the financial principles that drive a transaction? About 50% of you will be impacted by this discussion in the near future. We cover a large swatch of ground as we talk about the incredible opportunity for sellers as the industry consolidates, getting your financials right, processes, leases and the all-important EBITDA number.   The Panel: Norm Gaither Norm started his brokering and consulting business in 1984 and is well known in the industry. For 35 years he has helped tire & automotive service dealers vastly improve their profitability.  During this time, he has helped countless tire dealers realize their dreams in taking control and correctly profit from fixing their business, and ultimately selling their company. Norm is the founder of Dealer Strategic Planning, Inc (DSP 20 Group), the industry’s first tire-focused 20 Group, that he sold to Bobit Business Media, publisher of Modern Tire Dealer in 2015 and was elected into the Tire Dealers Hall of Fame in 2017 for his contributions to the industry. Norm is a Certified Business Intermediary (CBI) and a member of the International Business Brokers Association. Dennis McCarron Dennis started his career Bridgestone/Firestone working in various sales and management level positions prior to leading the national retail management training programs.  Most recently, Dennis was the Executive Director of Dealer Strategic Planning Inc. (DSP 20 Group), providing coaching and consulting services to its members. With over 25 years of experience in the tire & automotive industry,  Dennis is a seasoned professional with vast tire and auto service industry experience.  He is also a featured columnist for Modern Tire Dealer, “Business Insights” Dennis continues to teach workshops around North America to tire dealers from financial acumen to behavioral selling and leadership and coaching skills. Joel Zaleski Joel started his career at PriceWaterhouseCoopers before joining Monro, Inc. as the Vice President of Acquisitions and Operations Support, responsible for leading the company’s acquisition strategy and supporting the operations of Monro’s nearly 1,200 auto service and tire locations.  During his time at Monro, Joel oversaw the company’s commercial and wholesale operations, as well as various corporate support functions including, pricing, customer service, facilities, and training. Joel’s experience in leading the acquisition strategy at the tire and automotive service industry’s largest strategic buyer, Monro, Inc., gives him the credibility and expertise to represent sellers during the sale process. Joel is a CPA and member of the International Business Brokers Association. Jeff Pohlman Jeff started working at his father’s business, J & J Tire Company, at age 16 as a janitor in the tire warehouse. Eventually moved up to other positions within the warehouse until he was sent to a retail location at the age of 20 starting as a tire changer before moving into sales. By 21, Jeff had been promoted to store manager and ran a retail location for the next 7 years. In the meantime, his father sold his company and he stayed with the new owners until his father’s non compete expired. His dad would open a Goodyear service center and Jeff left to run that location for him. Jeff left his employment to open his first location in 1990 at the age of 30 and would soon open a second location in 1992 and a 3rd in 1993.  For the next 25 years, Jeff would open new locations, closed two locations, until he netted 5 locations that he eventually sold to Monro inc. Jeff’s dad still has the Goodyear location and shows up to work 6 days a week at the age of 93. My brother Alan is the manager of the location and another brother, Eric, would have his own very successful location

  Jon Bockman owns two locations; Bockman’s Auto Care in Sycamore, IL and the newly opened Bockman’s Truck & Fleet in DeKalb, IL.  Jon is a second-generation owner of a business that has been around since 1964. He is a member of ASA and sits on the local college advisory board.  He is the treasurer of a NAPA Business Development Group and is the winner of the 2019 NAPA AutoCare’s Shop of the Year.   Jim Hayes is originally from North Carolina, but spent time in various places growing up and has lived in the Monterey Bay area for the past 23 years. He grew up playing sports and spending as much time as possible in the outdoors; hunting and camping are among his favorite pastimes. After high school, Jim joined the United States Army where he served with elements of the Intelligence and Special Forces communities. After completing his goals in the Army, he moved to the Monterey Peninsula where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim made a transition to the automotive industry where he currently serves as General Manager of Pacific Motor Service. His background keeps him dedicated to the building and development of the most important asset any company has: its team. With a strong desire to maximize the potential of those around him, Jim has created a leadership and personal development course that is attended on a volunteer basis by 90% of the company’s staff. Jim’s goal for the business is to optimize performance and maximize efficient profitability by using the fundamentals of business finance, strategic planning and by creating a culture built on a foundation of principle-centered leadership. Gerry Frank has been in the auto repair industry for over 39 years, Gerry has worn all the hats. From technician, manager, owner and now business coach. Gerry still owns his repair shop in Cleveland OH and is a principal member in Repair Shop Coach, helping repair shop owners to work smarter, not harder. Gerry started working in a Shell station while in high school when gas was 69 cents a gallon. Garry is known as the numbers guy – They say everybody has a special god given talent or superpower and for Gerry, that’s the ability to see the holes in the bucket in any business by examining a few financial reports. Look for Gerry’s other episodes HERE (https://remarkableresults.biz/?s=gerry+frank) .   Key Talking Points: Jon Bockman Join a peer group – I belong to the RLO’s 20 Group and after leaving a meeting I’m stoked to go back to the shop and get things done.  Peer group can and will hold you accountable to the changes you want to make You will need to delegate a task but not the responsibility to the task Take a class in either karate or tai chi.  I’ve done both and prefer karate (I’m a 2nd-degree black belt) I go to Disney to recharge.  I say Disney because they really know how to take care of their customers.  It’s the get-a-way I need. Try a stay-cation.  We installed a pool in our backyard a few years ago and just being in or around water helps my stress level.    Gerry Frank Date was probably 20+ or so years ago. Should have been the happiest time in my life2 young children at home, loving wife. Just recently purchased our home. I had every reason to be the happiest guy on the planet! BUT life for me seemed to suck – I was burnt out Working 50+ Hrs a week Seemed everything in the business revolved around ME If you want it done right you have to do it yourself I would leave it all at the shop & have nothing left for my wife & kids Worst of all I had lost the passion for the business. Something had to...

A Remarkable Results Radio episode highlighting when is it wrong or right in Firing Customers. It takes more to attract and retain a new customer. Understand the importance of every decision.  Joe Hanson owns Gordie’s Garage. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification.  Under his father’s leadership, he has seen what it really takes to make a business like this work. Listen to Joe’s Episodes  (https://remarkableresults.biz/?s=hanson) . Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US.  His 35,000 sq ft shop has 21 lifts with two flats per lift. Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes  (https://remarkableresults.biz/?s=jerry+kezhaya) . Doug Callaghan, CEO Vic’s Service Centre in Wainright, Alberta Canada is the winner of the 2016 Auto Care Association ACE (Automotive Career and Education) award.  Doug shares his story of transformation, recognized by Auto Care, that earned him this recognition. He made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the leadership to make those ideas and plans become reality, I was not going to let that happen. I wanted to see an increase in our net profit and a better life for myself and my team”. He continues that commitment today. Doug has experience working with disaster plans with the Credit Union Board that he chairs. Find other episodes that feature Doug (https://remarkableresults.biz/?s=%22Doug+Callaghan%22) . (https://youtu.be/IPYY6CvcUqQ) Key Talking Points: Joe Hanson Non-Payment If the customer stops communicating that is a warning sign Disrespectful or mean to staff Other than that…you have control… Are you bringing the best out in people? Maybe YOU should be fired! I can be a good customer or bad customer just like anyone else If I am having a bad day and I get bad service I could see myself becoming a customer that “they don’t want” People skills can avoid firing customers. It can turn a “should be fired customer” into a great customer Empathy Caring Patience Listening Taking the time It is our responsibility to build a culture of “I don’t want to fire them” customers Are you the cheapest in town? Do you have a “crappy” looking facility? Do your team members portray professionalism… In how they act In the way they dress How they answer the phone The way they sell You will attract customers who can relate to how you present yourself Doug Callaghan Customers that are mean or abusive to the staff and become high maintenance Believe it is ok to price shop and demand that you meet a cheaper price, they do not value the relationship we are trying to build Engage in or suggest that we help them complete unethical activities. They no longer fall into our avatar client and become problem prone and complain.  You know when a customer that knows everything and is going to tell you how to run your business is not a good fit. The owner sets the tone on the standards of customer service.   Jerry Kezhaya When they cost you more then they pay. Soliciting you to do something illegal. Forcing you to do something that is immoral. If the client is not respectful to you or your employees. The customer is not always right, even though we’ve been taught...

Brian Bates, AAM  is the owner of three Eagle Automotive in the Southwest Denver area. He began his career in 1996 working as a technician in a local dealership.  Brian is an ASE L1 Master Technician. He earned a BA Degree in Business Management in 2000, and bought his 1st shop in 2004. Look for Brian’s other episodes (https://remarkableresults.biz/?s=brian+bates) . Vinnie Lucido has had his hands in the automotive industry since 1996, starting in High school as a CSR at one of the last 76 Full-Service Gas stations in Reno. He found a passion for helping people through their most prized possessions, their automobile. Vinnie and his brother Anthony partnered together & opened CoAuto in 2014 and have been nothing but success in their new undertaking. Vinnie is ASE certified and has operated in every capacity of the automotive repair field. Throughout his career, he has been a customer service representative, a service writer, a technician, a manager and now an owner. Ultimately, he finds he is happiest when he is in communication with his clients and gets the opportunity to get to know his guests. Vinnie spends his time building relationships and networking and in turn, the shop continues to grow. Listen to Vinnie’s previous episodes  HERE (https://remarkableresults.biz/?s=%22vinnie+lucido%22) .   Jeff  Rudnick has been involved in the Automotive Industry since 1993. He spent 9 years as a Manufacturer’s Representative selling Automotive Parts and Accessories to clients in the Pacific Northwest. During that time, he worked directly with dozens of Manufacturers and Importers of Parts and Accessories to find distribution across all levels of the Automotive Industry. Jeff founded The Rudnick Group in 2002 calling directly on Automotive Repair Facilities to serve their marketing needs. Initially, The Rudnick Group focused on Reminder Mailers utilizing CustomerLink’s services; this relationship continued until CustomerLink sold to Intuit. Quickly, The Rudnick Group added Brand Development, Website Design and Management, Web Marketing Services and a comprehensive Direct Mail offering. The Rudnick Group became Pit Crew Marketing in 2006 when eWardMe Auto Shop Rewards was launched. Jeff is an avid skier, backpacker, mountain biker and traveler. Jeff’s home base is currently The Big Island of Hawaii just outside Hilo.   Key Talking Points: A client loyalty program will not fix broken systems, processes and a weak selling system What is the end game? What are you trying to do? Recruiting Retention Bring in declined work Community fundraising Rewards to drive down the cost of repair Many clients are loyal. These programs wrap your arms around them. Find every competitive edge to build a relationship with your client What is loyalty? People who trust you and you trust them Ideas from this episode: Christmas cards to ‘best’ clients. Best is relevant to your situation Christmas poem is created with a staff picture with ‘cash’ coupons Vinnie sent out $160,000 in Co-Auto Cash. Good toward labor only Different version every year to see how long they’ve collected Co-Auto works with: Military Hippies Art Education Women He partners with a restaurant for $20gift cards for a referral program Veterans car giveaway each year. For Vinnie and his brother, it is about how it makes them feel rather than the publicity he receives A rewards program does not replace doing quality work. Don’t include a loyalty program if you don’t have great processes and system that are producing quality repairs. We are hyperlocal businesses and you need to consider that your rewards program can have a flair of supporting the local community Talking about your charitable programs must be talked about at the counter People do business with people Design your program to make a real connection Data...

THA 124 These guys brought their A game and really were extremely transparent about their own personal story. The panel’s message resonated and was on point about coaching and accountability. There is a lot of talk in the industry as to the value of an accountability partner or coach. It is a personal decision. It is not for everyone, but this summit will help you resolve some of your very own concerns and help you make a decision. Barry Barrett covers the premise of the book that builds a foundation for negotiation on the basis of understanding the other party through empathy and active listening skills. During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people. Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. He is a Ziglar Legacy Certified Coach. Find Barry’s other episodes  (https://remarkableresults.biz/?s=barry+barrett) Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program.  Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Listen to Carl’s previous episodes  (https://remarkableresults.biz/?s=%22Carlo+Sabucco%22) . Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980s.  Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island. He attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod.  Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists, Poughkeepsie, NY.  When the owners retired in 1995, Kevin bought the business and the rest is history. Find Kevin’s other episodes (https://remarkableresults.biz/?s=kevin+eckler) .   Key Talking Points: If you are not willing to be held accountable do not consider hiring a coach. Do not listen to this episode. Stop reading If you admit that you do not know it all, you may benefit from an accountability coach You need to find a coach where the relationship is of mutual respect You will not listen to a person who you don’t value Coaches are not trophy’s on the shelf. You must listen and do what you both decide on Don’t pay if you will not play None of Us is as Smart as All of Us You need to find an accountability coach that is compatible with you. Not necessarily like you but understands you and will push you Carlo found a ‘C’ suite coach to help him with his personal leadership skills. He also has a business coach It allowed him to find an area that helps him and his business flourish Not all coaching or all coaching is the same The industry may not understand the ‘I don’t know what I don’t know’ business axiom and cannot admit that they could use help to discover what they need to know Don’t judge the coaching industry by just one coaching experience or one interview Consider that your leadership team help hold you accountable CEO’s get paid to generate ideas You must convince yourself that there is a better way. It is up to you who decides not your significant other, your partner, your friend or your coach. You. Two of Barry’s core values Humble Confidence Radical Transparency How to find a

THA 123 Danny Durbin is the owner a second generation parts store, Durbin Auto Parts, in Prattville, AL. Danny is an active member of the Automotive Aftermarket Association (AAAS) and holds a seat on the Board of Directors. Danny works closely with all of the surrounding service providers and is integral to the success of many aftermarket businesses in his area. Keith West is the Financial Controller of Auto Supply Company in Bowden, GA. Keith has been an industry leader for many years and is currently the Chairman of the AAAS Board of Directors. Keith understands the critical role that good business relationships play in bringing value to your business. Matt Ward is the Director of Government Relations and Field Services for AAAS. Matt works closely with many organizations and AAAS members to monitor legislative issues that could have a potential impact on the aftermarket industry. One of the key legislative issues for AAAS is workforce development and the availability of training resources. Matt works closely with the AAAS Educational Foundation to award scholarships to members and their employees for technical training and the pursuit of higher education. Since inception in 2005, the AAAS Educational Foundation has awarded tens of thousands of dollars to 156 scholarship recipients.   Key Talking Points: A key component of a strong supplier/service professional relationship is TRUST Collaboration is critical when the pro is stuck when they need to find a solution for a part Too many service professionals are not making money and some turn to their trusted supplier for help. Gross margin lessons When the service professionals are not profitable they believe they need to buy at a lower cost. This can be an actual loser of margin Suppliers know that the service professional doesn’t have a proper labor rate Suppliers are hearing about the skilled labor shortage Association membership continues to be important Suppliers encourage their customer to be involved in associations Everyone has to win Service professional, jobber, WD, Manufacturer Even though e-commerce is strong and growing; knowledge,on the parts counters, continues to be important and a big challenge in the industry Legacy parts stores have older catalogs, paper, that come in handy when looking up older applications Inventory is a big challenge for the parts store from an investment perspective and they need to stay on top of non-movers to re-invest their dollars on parts that move Supporting technical colleges with training and advisory support The salesperson still holds a strong bond between the service professional and the supplier. Personal relationships are critical to support the success of the service professional Owner/District Manager must visit the shop owner at least two times a year. The personal contact builds a connection to help solve problems Technical training is being offered to the service professional from the supplier. Many from tech college or high school vocational automotive programs can work in the distribution business   Resources: A special thanks to Keith West, Danny Durbin, and Matt Ward for their contribution to the aftermarket. Books Page (https://remarkableresults.biz/books/) Leave me an honest review on iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Email (mailto:carm@remarkableresults.biz) (http://eepurl.com/bhqME9) This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45...

The Panel: Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981. Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture. They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Look for Judi’s previous episodes (https://remarkableresults.biz/?s=haglin) . Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’s previous episodes  (https://remarkableresults.biz/?s=palermo) . Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Home builder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969. Mark also serves on the Board of Directors of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE (https://remarkableresults.biz/?s=mark+roberts) .   Key Talking Points: Tom Palermo Identify talent and put employees on a path to success early.  A good interview process can get the ball rolling here from the start.   There are people that need to get comfortable before they can show their full potential so be sure not to box anyone in.  The inverse to that would be to understand the limitations of each person and don’t put them in a position to fail. The ability to do this comes with time and experience. Don’t micromanage.  We have all done it and it has never worked.  In order to get employees to take ownership and lead, you have to give them the reigns and let them steer.  Develop a training program that gets them up to speed on your policies and procedures quickly. Once they are up to speed let them do their job.  Support them when they need it but don’t subvert the process by doing it/thinking for them. Use team building events and exercises to get everyone on the same page.  I like to utilize events done as a group as opportunities to build relationships between employees.  Having a good relationship outside of the day to day changes the way people interact in the heat of battle.  This is critical to groom today’s employees into tomorrows managers. These events could be anything that gets everyone together to learn and/or have fun.  ie training, fun events(track nights, dinner out, etc), lunch and learns, etc… Lead from the front!  The best way to motivate and encourage leadership qualities in employees is to make sure they understand that you are willing to do whatever has to be done to succeed.  When they understand you’d never ask them to do something you wouldn’t do or haven’t done, employees respect you and are more willing to take ownership and ultimately succeed. Mark Roberts 70:20:10 Principle 70% of learning happens through experience, such as daily tasks

The Panel: Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns Dubwerx, a multi-shop owner in Cincinnati, OH. Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry. Ryan has also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes  (https://remarkableresults.biz/?s=%22Ryan+Clo%22) . Edwin Hazzard is a business owner, mobile diagnostic tech, automotive instructor and currently, a contributing writer for Motor Age magazine and automotive service professional magazine and has been an auto tech since 1984. Listen to Edwin’s previous episodes (https://remarkableresults.biz/?s=Edwin+Hazzard) . Craig O’Neill an integrator and trainer at Autotex.me. Though he initially began college seeking a degree in history education and was heavily considering missionary aviation, it was obvious to him that his primary calling was to raise a family. Setting aside his full-time education, Craig committed himself to scale the 3rd generation auto repair business to be successful in these exciting but challenging times. An ASE certified technician and service consultant, he is visibly excited about the technological advances the industry is seeing and frequently can be heard speaking to clients sharing his enthusiasm. Craig is committed to elevating the professional image of the automotive service community and consistently looking for ways to communicate with bright young people regarding the opportunities that exist in the automotive service profession. Listen to Craig’s previous episodes (https://remarkableresults.biz/?s=Craig+O%27Neill) .   Key Talking Points: Ryan Clo uses Google Docs to create a todo list. This makes for desktop and mobile. He puts in hyperlinks to help him. He is on his desktop most often. This allows him to be organized. Craig uses Calendy to schedule time with him. It helps him manage his time with clients Too many shop owners let their day manage them instead of them managing their day Ryan uses Gmail and an add-on called Boomerang Use Gmail read receipts to get a verify on an important message Zoom or Skype for face to face with certain clients or a networking group Shop owners should have a camera and USB headset/mic at their ready for this new way to communicate Multi Shop Operations use Zoom to stay connected with their teams and to hold meetings Bridges the gap of distance Duo for Android for face to face Join.me is a quick free app for screen share Mighty Text is an app you can use on desktop and sync to your smartphone Apps to consider Insurance company Airlines Bank Training events Associations Remarkable Results Radio Loyalty card app Uber Lyft Uber Eats Waze Facebook Groups Marketing Evernote Slack Apple Health App Foodicate Food bar code scanner to understand what is in the food you buy Drop-Box for cloud storage Google Drive Google Tasks Express VPN. A level of protection while you are on the road. Encryption   Resources: A special thanks to Ryan Clo, Edwin Hazzard, and Craig O’Neill for their contribution to the aftermarket. Books Page (https://remarkableresults.biz/books/) Leave me an honest review on iTunes...

Seth Thorson was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan.  From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up. He is the owner of Eurotech which specializes in BMW, Mercedes, and Audi cars.  He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models. Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics.  He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program. Seth belongs to AASP in MN, BIMRS as well as NASTEF.  He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes  (https://remarkableresults.biz/?s=%22seth+thorson%22) . Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US.  His 35,000 sq ft shop has 21 lifts with two flats per lift. Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes (https://remarkableresults.biz/?s=jerry+kezhaya) . Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN.  His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in previous episodes  HERE (https://remarkableresults.biz/?s=%22fanslow%22) . Frank Scandura from Franks European in Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988.  After years writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes  (https://remarkableresults.biz/?s=%22Frank+Scandura%22) . Key Talking Points Raise your labor rate today. Charge (get paid) for what you are worth Get a business coach Start networking Join a group/association It starts with the owner to get their business into a high-profit zone Treat your business as a business. It is an entity The majority of shops are not charging enough Fear

The Panel: Donnie Hudson, Troy Auto Care, Troy, MI Roy Foster, Roy Foster’s Automotive, Reno, NV Steve Finzel, Finzel’s Master Tech, Terre Haute, IN Key Talking Points Donnie Hudson Communicate with your Team! Weekly! “They Want to be Involved” Feel like they have a say. Keep It Fun! Think outside the box! Set Weekly Sales Goals! “Don’t Get Complacent” Offer Paid Training Classes / Tuition  Reimbursement / Simple IRA / Tool Credit / Health Care Allowance Donnie says a solid pay program is very important but it is not necessarily about the money. It is family time and benefits that drive employee loyalty. Listening to your people is an important rule of leadership. Fact Finding Friday’s meeting. He offers paid time off to do something in the community for his people. Something charitable of their choosing. I’m here to support you. He takes a portion of his team and families to Las Vegas for AAPEX   Roy Foster He has a 4 day work week for most on his team who want it. Retirement plan, health and dental, ongoing training both in house and AutoTech Training, bonus programs. Weekly Team Meetings: Council together, listen to their input and let them help make policies and procedures, set goals together, regularly share KPI’s, share successes, address their concerns and discuss safety. Create a culture: Get buy-in from employees through success, share customer reviews, cleanliness and organized, let them know when they are doing a good job, share in the vision and mission. State of the Art Equipment: have the best tools and equipment, information systems, have the right tools for the job, equipment training videos and manufacturer training clinics with lunch. He cultivates an environment where his team wants to be there. Acknowledging a job well done. Invest in state of the art tools, equipment and software.   Steve Finzel Employee loyalty is about the relationship. Through the use of one on one meeting, monthly team meetings that include total shop performance and key indicator numbers, and Friday casual lunch meetings, employees feel connected to the business and each other. As shop owners, it is part of your responsibility to nurture this. MOP bucket meetings to get anything off your chest. No names no rebuttal. Honest and transparent.   Using outside of work experiences like summer family party, Christmas party, Happy hour, out of town training and sporting events helps to create the bond. Providing training, healthcare, simple IRA and an above average compensation package tell the employee you care about the well being of them and their family. Providing training lets them know you care as much about their success as yours. Steve closes the shop between Christmas and New Years. Benefits require the growth of your business and profits. Leaves a skeleton crew at the shop and takes most of his team to Vision.     Resources: A special thanks to  Donnie Hudson, Roy Foster, and Steve Finzel for their contribution to the aftermarket. Books Page (https://remarkableresults.biz/books/) Leave me an honest review on iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Email (mailto:carm@remarkableresults.biz) (http://eepurl.com/bhqME9) This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they...

  Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN. Seth was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan.  From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up. He is the owner of Eurotech which specializes in BMW, Mercedes and Audi cars.  He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models. Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics.  He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program. Seth belongs to AASP in MN, BIMRS as well as NASTEF.  He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes  (https://remarkableresults.biz/?s=%22seth+thorson%22) . Dave Macholz is the Academic Chair of the Automotive Technology program at Suffolk County Community College, the largest Community College in the State of New York. Dave began his career as a Technician at the age of fifteen and worked as a tech while pursuing a degree at CUNY Queens College. After College Dave owned and operated his own shop and continued to work as a Technician until being hired as a full-time High School Automotive Teacher at Eastern Suffolk BOCES in Oakdale NY. Dave served as the lead instructor for the AYES Automotive program at ES BOCES for several years before leaving to take a position as a full time Instructor at Suffolk County Community College in Selden, NY where he currently Chairs the Fiat Chrysler MOPAR CAP Local, General Motors ASEP, Honda PACT, Subaru U, Toyota T-TEN, and general automotive programs. Dave is an instructor and program consultant for Worlpac where he teaches and manages a team of Asian market vehicle technical trainers. In addition to his instructional background, Dave writes technical articles for Motor Age Magazine, serves on several industry and publishing company advisory boards and is an advocate for continuing automotive education for working automotive professionals. Listen to Dave’s previous episodes (https://remarkableresults.biz/?s=macholz) . Aaron Dalton joined North Kansas City Schools in 2008 as an Engineering Technology Teacher teaching college engineering courses for 9 – 12 grades. Over the years, Aaron furthered his degree in Career and Technical Education (CTE) Leadership and became one of the lead teachers in the school district. In 2017, he was hired as Assistant Director for a Kansas City Area Career Center and in 2018 was promoted to Coordinator for School to Career Programming at North Kansas City Schools. Aaron currently oversees all career pathway programs in 6th grade, middle school, high school, and off-site programs like Automotive Technology. In the evenings, he teaches drafting courses at the local community college.   Key Talking Points: Don’t sell ourselves short. This is a fantastic career. We’ve got our problems but more and more are turning around and fixing our issues Be sure when you build a mentor and mentee program with an apprentice, you select the right person Be sure your mentor doesn’t disenfranchise your new...

  Shari Pheasant, the Queen of Horsepower, believes in building people first and uses her own brand of horsepower to drive people from the inside out.  She is a dynamic speaker, multi-award-winning business innovator and president of the Reno-Sparks NAPA Elite Business Development Group. Shari owns A Master Mechanic, with her husband Jeff, and transitioned to an “out of the shop owner” in 2014. Shari has over thirty-five years of business management, team building, project management, operational development, marketing/branding and sales experience building scalable, sustainable models. Her strategies strengthen the value of your company brand, improve relations and motivate your team to bring in greater profits naturally, confidently and with ease. She has worked successfully with small businesses and companies to create thriving, sustainable cultures that build profit and wealth through accountable, responsible actions. Find other episodes that feature Shari  HERE (https://remarkableresults.biz/?s=%22Shari+Pheasant%22) . Barry Barrett an authority on sales and selling is a Professional EOS Implementer. His company is Business With Purpose. During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people. Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. Barry is a Ziglar Legacy Certified Coach. Listen to Barry’s previous episodes  (https://remarkableresults.biz/?s=%22Barry+Barrett%22) . David Eschbach has tenured more than twenty-five dedicated years in the automotive aftermarket.  After graduating from the University of Kansas, David committed his professional career to become an industry-leading coach and trusted source for guidance. He understood that earning a position of leadership required experience and a catalog of achievements. Throughout the past two and a half decades, David has served and counseled leaders of the mahogany hallways as well as one-man start-ups on dirt floors in tin-roofed repair bays. He has learned that there is wisdom in every handshake and a story in every success. David prescribes the importance of process, with the understanding that money is a byproduct of great service experience. He has learned that the automotive aftermarket is an industry of families. That is why he is humbled that thousands of service managers and hundreds of business owners have trusted his guidance while on their journey to success. Listen to David’s other episodes (https://remarkableresults.biz/?s=david+eschbach) .   All the books mentioned on the podcast can be found on the (https://remarkableresults.biz/books/) Key Talking Points: Break down the silos of your environment We are experts at automotive repair and look at other industries and people who don’t know your business Strong confident leaders are engaged to listen and learn from their team and understand that they don’t have all the answers. They also know that their team wants to provide input to help the company grow Culture is incredibly important that encourages the openness Culture comes from core values They must be identified so your company has a northbound direction One of Barry’s core values is ‘Radical Transparency’ This is the truth as you see it. Book Ego is the Enemy Creativity comes from culture Adam Grant Ted Talk – The Surprising Habits of Original Thinkers It is about capturing and using great ideas They may need time to grow The brain is used for having ideas not storing them If you wake up at night write down what your thoughts are. Your brain will rest Brainstorm with the team on how you can find another $100 increase to your average repair order In an ideas factory, Walt Disney says there are three types: Three...

Your Learning Curve Never Sounded So Good THE PANEL: Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click  HERE (https://remarkableresults.biz/?s=Cecil+Bullard) . Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor.  He owned and managed several successful automotive repair shops.  Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006. Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast  (https://remarkableresults.biz/?s=%27rick+white%27) .    Jude Larson is the Director of New Business Development for the ACT Group.  He is a frequent speaker and trainer at industry events. Jude has vast business experience including being a highly successful service advisor, the owner, and operator of a hybrid online and print marketing company, a top performer in the financial industry, and had a record-setting career in retail management. Jude is also a shop owner, Valley Repair in Tenino, WA. Listen to Jude’s Episodes  (https://remarkableresults.biz/?s=jude+larson) . Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. Murray Voth, owner of RPM Training learned how to service and repair cars, motorcycles, and airplanes in his youth and earned his commercial pilot’s license. After college, Murray was hired by a firm doing research and development in the service station industry. That led him to own and operate service stations for the next 20 years. After receiving extensive training from a major oil company in Canada, Murray worked in service station dealer development. His experience in training and development led to an interest in how people function. He began to think about what holds them back from learning and implementing new practices in their businesses. What causes people to change? Murray has done extensive research into human potential and has the ability to synthesize this material and make it practical to apply.  His favorite moment is when a client says, “I get it!” or “I did it!”  He is known as an implementation coach. For the last 10 years, he has been the senior trainer, coach, and facilitator for a major automotive training company in Canada, and worked part-time in the USA as his schedule allows.  Murray has worked with hundreds of shop owners helping them to be more profitable and reduce their stress levels. Listen to Murray’s episodes  HERE (https://remarkableresults.biz/?s=MURRAY+VOTH) . Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain...

Your Learning Curve Never Sounded So Good THE PANEL: Brian Sump is not your typical shop owner. A former professional athlete, Sump had never turned a wrench in a shop before starting Denver-based Avalon Motorsports in 2007.  But in the years since, he has used his business acumen and detailed, process-based management philosophy to grow the German-specialty shop into what a number of industry consultants consider to be an industry leader. Brian now has three locations. Listen to Brian’s previous episodes (https://remarkableresults.biz/?s=Brian+sump) Andy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes (https://remarkableresults.biz/?s=%22bizub%22) . Key Talking Points: Transitioning to a new career requires a feeling out or learning curve time Many great people in the industry have offered help and it was welcomed open arms Andy was able to retain his top talent in his acquisition Brian:  YOu apply certain tenants of growth and development not only personally and in your business You progress at a certain rate Look at your peers Are you on a path Keep growing and access where you are Everyone can become an expert Andy: The business of being in business is about continual improvement. Even incrementally. You’ve got to push to be better Get on a process of continual improvement of yourself and your people Celebrate the wins and the high water marks of your measures Patience is a virtue Pay homage to your team for your success Good leaders/CEOs engage their team for their ideas and be sure they get to implement them Reach out and share with your industry peers Rookies are always listening and learning what they don’t know. Veterans are always trying to state what they know. Everyone should have a rookie mentality. Give your people the chance and have the confidence in them to come up with their own solutions.  Buy in not necessary because it is their decision to implement. Warren Buffet does not know anything about the candy business but he owns Sees Candy. Andy and Brian did not know how to fix cars, and they have great businesses There is a very distinct difference from being a pure follower, being a leader and being a dictator Our people need us to lead them. To inspire them. To find solutions for them and to motivate them You got to know when to step up and lead and pioneer. Andy allows their people to make the final decision to hire. Their buy-in is the highest on the new hire. When you give power to your team you can be free to do innovative things to bring back to your business If you are too busy putting out fires remove the kindling Identify the three things you hate the most in your business Start there to delegate them. Shovel off these items Learn to live in your customer’s shoes What is the real customer experience through the entire transaction Understand their pain points and remove that friction from their experience Polish up where you are weak, however, excel at your strengths Invest in your people and shape a career for them Complete training Unlocking potentials understands gifting and callings You’ve got to be fulfilled in what you do Not easy. Got to get up every time you fail. Change is a part of life and is important in every successful business We have cobwebs in our homes and have scratches on our walls. You will see them when you visit other people’s houses but will not necessarily see them in your...

Mark Colaw has a passion for the automotive industry. He started working for the shop’s namesakes, Hastings, and Ida Seymour, as one of three people that knew how to run one of the new diagnostic machines. Mark eventually purchased Seymour’s Garage in 1985 and opened the current locatio (https://remarkableresults.biz/?s=mark+colaw) .   Gary Pundt is a second generation technician/shop owner and involved in the automotive industry all of his life. Gary’s parents opened Alamo Heights Garage in San Antonio Texas in 1958 and he began working in the shop when he was 15 years old. Typically he’s done every job from sweeping floors, taking the trash out, driving customers, cleaning restrooms to managing to the business. Gary and his wife Darla have owned and operated Alamo Heights Garage since 1997 when my mother retired.  Together they have raised 3 sons and grown their business to a level his father would have never dreamed of. They have both served on many boards and have contributed to our local community for many years, from sponsoring little league baseball teams to hosting car clinics for young drivers. Most recently they have participated in the Community of Automotive Professionals repairing vehicles for needy people in our community while promoting our industry through events like Carfest while Darla wife has served as CFO.   Louie Serianni has been at Sirianni Automotive since 2004. After graduating from Texas A&M in 2003 he went right to work in the family business. His official duties at Sirianni Automotive are usually service writing and customer service but over the years, Louie has done everything including oil changes, vehicle repairs, equipment repairs, sweeping, mopping and even cleaning the restrooms. Now the job description includes Radio Show Host on 550 KTSA! CARFEST Website (https://www.carfestsa.org/) .   Resources: A special thanks to  Mark Colaw, Gary Pundt, and Louie Sirianni for their contribution to the aftermarket. CARFEST Website (https://www.carfestsa.org/) . Books Page (https://remarkableresults.biz/books/) Leave me an honest review on iTunes (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Email (mailto:carm@remarkableresults.biz) (http://eepurl.com/bhqME9)   Subscribe to a mobile listening app (https://remarkableresults.biz/app/) . (https://remarkableresults.biz/app/) (http://eepurl.com/bhqME9) This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com (http://jasperengines.com) Subscribe to a mobile listening app (https://remarkableresults.biz/app/) .