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https://youtu.be/Xr2pwzw6fbY Patrick McHugh always tinkered with ‘stuff’. His dad bought an ’85 BMW. They learned all about that car together. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the CAR. At 15 years old he started working in an airport, doing odd jobs, to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license Patrick attended Purdue University where he studied aeronautical technology. He kept flying and earned his instrument license and became an instructor. He loves to teach. As fate would have it, he became a pilot upon college graduation from Trans State Airlines a regional carrier for United. He was based in Richmond Virginia. With normal pilot downtime, he continued to tinker with BMW’s. He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. There were too many cars in the driveway, so he had to decide to stop or go into business. Bimmer Rescue was created in 2008 in Richmond Virginia and generates a big portion of its business through referrals. They earn their business through their professional service and attention given to each customer. Patrick’s goal is to develop a relationship with BMW, Mini, Audi, and Volkswagen owners that allows them to get the maximum amount of value from their vehicle rather than buying a new one. Listen to Patrick’s previous episodes https://remarkableresults.biz/?s=%22McHugh%22 (HERE). Key Talking Points What drove you to do this?Covid has created some tough times at our shop Being transparent Where does the money go when a customer pays Showed his employees where the money goes, some were shocked Concerned that his employees had a ‘gold mine’ Is there a prerequisite to do this exerciseYour books have to be legit You gotta have Quickbooks or other accounting software Can’t inflate your numbers or cooking your books You want to use accurate good data or it won’t work Profitability for DummiesOnce I dived into my numbers and understand each one, it’s changed my business and changed my life Most people are not super great with money Profit and Loss StatementEach envelope is a cost on where expenses go on $100 repair billParts Cost Labor Owners Pay Marketing Sales & Support Costs Other Expenses Rent GM and Sales Support Credit Card fees Training & Professional Development Insurance Customer Transportation Sublet Utilities Net Profit means to me…Security Livelihood Growth Disaster Salary Increases New Equipment Safety Do this exercise once a year Respecting the return on sales numbers. https://remarkableresults.biz/download/33795/ (Download slides used in the presentation. Click Here.) Resources: A special thanks to Patrick McHugh for his contribution to the aftermarket. Books Page https://my.captivate.fm/books/ (HERE) Listen to all https://remarkableresults.biz/remarkable-results-radio-podcast/ (Remarkable Results Radio), https://remarkableresults.biz/for-the-record/ (For The Record) and https://remarkableresults.biz/town-hall-academy/ (Town Hall Academy) episodes. http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy Carm a Cup of Coffee ) 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...

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 (HERE). Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) http://www.aaec.ca/ (HERE). greenwood@aaec.ca - email for the full list1-800-267-5497 to discuss any questions Classic Episodes https://remarkableresults.biz/captivate-podcast/e571/ (Episode 571)- Bob Greenwood with Chris Cloutier: Industry terminology, time to change it  https://remarkableresults.biz/captivate-podcast/e387/ (Episode 387)- Bob Greenwood Eric Ziegler Key Talking Points: Resources: Thanks to Bob Greenwood for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and...

Bryan Kelley, owner of Valley Automotive Electric, Covington, WA, and Chairman of ASA Northwest. Brian's previous episodes https://remarkableresults.biz/?s=%22Bryan+Kelley%22 (HERE). Key Talking Points:  Understand what it is you’re looking for and be able to name the behaviors and qualities you are looking for  Think of hiring like going on a first date- know what you’re looking for  Tailor questions based on what you are specifically looking for in a candidate  Bryan would rather work short-handed with good team members than hire the wrong candidate just to fill the spot  Ask yourself “Do they fit the culture of the organization?”   “Humble, Hungry, Smart” from “The Ideal Team Player” by Patrick Lencioni  Smart- people smart Rockstar or superstar?Rockstar- they want to stay in the position they're in  Superstar- want to rise to continue to grow in the company  If you truly care about people, they tend to care about you in return  Look for indicators during the hiring process- ask key questions and dive into answers Bring in other employees to gauge candidate together- each takes notes and compare after  Explain the hiring process on a first phone call- phone screen, in-person interview, second interview/working interview, then profile assessment of the candidate. After that take them outside of the business to see how they really are. Reference checks.  Post job description/job details with advertisement- should sound personable and engaging  “The Culture Code” by Daniel Coyle What Bryan offers in terms of pay is based on what he sees- not set in stone, based on what he expects. Reevaluate after 90 days Thanks to Bryan Kelley for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.    

It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States. Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight. Jennifer Filzen Previous Episodes https://remarkableresults.biz/?s=%22jennifer+Filzen%22 (HERE). Rock Start Marketing Website https://rock-star-mktg.com/ (HERE). Link to the new book on Amazon https://amzn.to/3pwHW11 (HERE). Key Talking Points: “The Giveth to Get Principle: How Relationships & Reciprocity Build Raving Fans. 5th book for Jennifer Filzen. See link to book above. Not only attract ideal customers but surprise and delight them so they are excited to see you and want to tell others about your services Give before you think of receiving Jennifer’s passion- she loves making the world a better place by spreading joy, bringing people together, and share ideas, teaching about marketing Helping one person sends a ripple effect that comes back as a wave of abundance Discovering your three most important principles in your life your ‘why’, your superpower, your attitude Finding your superpower- realize you have one, you ARE a big deal Rockstar MarketingFocuses on what makes you unique, who is your target demographic, what is your “why” and what are the cities you want to serve Focus on your strengths, delegate your weaknesses Flexing your confidence muscle Speaker at Vision 2021: Video marketing. What to say, how to edit etc. Loving your customer- verb, the action of caring Resources: Thanks to Jennifer Filzen for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. 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...

Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes https://remarkableresults.biz/?s=%22Dwayne%20Myers%22 (HERE). Dynamic Automotive is an MSO (Multi Shop Operation). They have stores in Frederick, Libertytown, Urbana and New Market. Webiste: https://dynamicautomotive.net/ (https://dynamicautomotive.net/) Key Talking Points: Two locations shut down at two different times  November 2020- few cases with employees, health department quarantined everyone Loss of $100,000 during shut down   18-20 employees out of 40 total have tested positive in 6 month period- only 3 spouses have caught it    Adapted with phone service from home- Jose used app on cell phone to continue to service customers and shuttle vehicles to other locations or reschedule for the future (air traffic controller)  Tell customers the truth- the team is sick and you are doing everything you can. Received gratitude and understanding from customers  Need to take care of the customer, each other and the business  Paid all employees when shut down- had savings. Keeps cash flow of 6+ months for ‘in case of emergency.’ If you keep 8 months it can be used for opportunities (equipment or another business)  Preparation is the key to survival- the business had already been preparing for possible shut down due to Covid  Other locations showed ownership and caring nature for the affected employees and business owners  Communication is always most important during everyday occurrences, crisis and personal life Everyone is dealing with the pandemic in one form or another  Freedom is on four wheels during the pandemic People are traveling via their vehicles more than ever Vehicle maintenance is an investment now, not a luxury Annual Christmas party (pre Covid)- over 150 peopleInvite your family and who you are closest with- Dwayne wants to meet them and get to know them  Way to get team members and their family completely on board       Resources: Thanks to Dwayne Myers for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in

Colleen Yarger came from the hotel industry 10 years ago and now owns her own shop today. Colleen’s career has been a whirlwind! She always had a passion for helping others and to become a true customer advocate in whatever job she had. She truly enjoyed being a service manager and thought what better way to continue her path than to become a shop owner. Colleen enjoys taking time for the little things and traveling, a true old soul stuck in a millennial body. She spends most of her free time with family and loves to garden. Colleen’s episodes https://remarkableresults.biz/?s=%22Colleen+Yarger%22 (HERE). Key Talking Points: Owner of Mark’s Independent Service Owner as of January 4th, 2021. Purchased form Mark Goldsmith Buys the shop before owning her own home Came from the hotel industry (working front desk at 19 years old)- met Maylan Newton (hosted service writers school at the hotel). After sending him her resume and interview with Ryan Tunison and accepted the job without knowing what it was going to entail  The first day of the job was to sell work orders- didn’t have any knowledge about cars but had a customer service experience  Spent time learning about cars and taking classes on the weekends Moved back home and with the help of her business coach, had an interview with Mark- hired on a trial basis and hired after 3 days  Worked for Mark for 3 years and then bought the business at 29 years old  Constantly working with technicians on processes and procedures for business - written in tablet form Has 4 bays, 1 technician, and 1 apprentice technician- interviewing to gain another technician and apprentice technician  Female service advisor- warming and inviting to customers when they first walk-in  Values the importance of belonging to associations- networking with other people and gaining insight on their input   Succession planDo I really want to do this? Where am I at in my career? Where do I want to go from here? Worked with Bob Ward on the succession plan  Nerves took over her first day as owner- working on building self-confidence, often overthinks and second-guesses herself   Owners often don’t know when they want to retire- if becoming a business owner is your goal communicate that with the owner Resources: Thanks to Colleen Yarger for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your...

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’ previous episodes https://remarkableresults.biz/?s=Chris+Cotton (HERE). Key Talking Points: Cannot fall under the assumption that once you buy a business it will start generating cash flow return- most of the time you need cash flow to put into the business   Additional expensesMarketing expense 3-5% - Facebook Ads, website, ad words campaigns, direct mail Need more than a website (need to have SEO content and ranking): need people to be able to find you. Potential customers will Google search for repair shops.   POS system, software upgrades, systems/processes Payroll, accounting, business coach Evaluate the business- budget, budgets, sales level, profit  Equipment maintenance- age of equipment, upgrades, inspections on lifts, set aside money for what will wear out and need to be replaced Seek help from other shop owners/business coaches Make your business work for you, don’t let you work for the business Succession planningEasier when it’s done in house  Transition to go from one of the coworkers to now the boss HR- Always changing and evolving, refer to handbooks, job descriptions, training, and state requirements when it comes to firing an employee Resources: Thanks to Chris Cotton for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer. Visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.  

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes https://remarkableresults.biz/?s=Sara+Fraser (HERE). Key Talking Points: What millennials want from repair shopsMillennials aren’t 20 somethings anymore- they range in ’30s with careers Communication- texting, Facebook messaging, and direct messaging Want “Instagram” worthy experience- something while you’re there that makes millennials want to take a picture and share it  Recommendations come from peers via online and social media- millennials love to contribute  FOMO- fear of missing out of an experience    Information overload- repair conversations can become very overwhelming very quickly. Use non-technician terminology to help millennials (and customers in general) understand. Send the repair sheet and invoice in an email for reference later on. Apps for smartphones- fast and takes ‘thinking’ out, reminders, discounts   Let your customer decide what their preferred method of communication is and follow it Millennial employees Safe space- comfortable in and respected, safe from stereotypes, racism and bullying Want to feel like they’re making a difference and contributing instead of being helicoptered by the boss- being directed but also having the freedom to complete tasks/job Want to know what is expected ahead of time- love transparency  Recognition and check-ins- being appreciated  Resources: Thanks to Sara Fraser for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to...

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest. I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes https://remarkableresults.biz/?s=john+passante (HERE). Phil Moore is Vice President Sales and Marketing at Federated Auto Parts. Find Phil’s other episodes https://remarkableresults.biz/?s=phil+moore (HERE). Key Talking Points: Walt Disney- three stages of thinking: dreamer, realist, and critic Learning and working- learn one thing every day, affects your whole body, attitude, and motivation   The US ranked 26th/27th in the world for the number of ideas we get from our employees- do employees know owners want their ideas? Round robin brainstorming exercise- topic to discuss and each person has a chance to give ideas. Best ideas happened at the end once people can hear what others say and build on it  Check your ego and job title at the door when brainstorming as a group- no idea is a bad idea and there can’t be criticism  SWOT- strengths, weaknesses, opportunities, and threats: don’t wait to do SWOT when there is a serious issue. When you’re desperate you will come up with desperate ideas  Brainstorming with a team builds loyalty and makes people want to contribute  Don’t limit your base of knowledge to just the people you know- get outside input  Be observant when you’re outside of work that could help your business Resources: Thanks to Dr. John Passante and Phil Moore for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee)   This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. 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!

Dave Hobbs automotive service experience spans 40 plus years in the industry, starting out as a technician and then as a service manager working in his family’s repair shop (Hobbs Auto Electric) in Kokomo, Indiana. After leaving Hobbs Auto Electric, Dave began working as a hotline advisor and field engineer at GM’s Delco Electronics. Those roles eventually led to becoming an electronics systems instructor for thousands of Delco Electronics / Delphi engineers throughout North American and Asia. Dave is currently the lead technical trainer and course developer for Delphi Product and Service Solutions. In addition, he serves part-time as a contributor to Motor Age Magazine and as a field correspondent for MACS Worldwide (Mobile AC Society). Dave’s previous episodes https://remarkableresults.biz/?s=dave+hobbs (HERE). Key Talking Points: Become a thermostat instead of a thermometer When things heat up with frustration thermometers react, thermostats do something (cool down or heat up) Pertains to shop owners, managers, and lead technicians- it’s in our control Virtual classesDifficult to connect with distant learning- no interaction and often time camera for zoom calls are off Missing the important feedback from in person classes ADAS trainingMany cars don’t require targets for radar or cameras that you can do yourself Fuzzbuster, thermal imager etc are tools you can use (“MacGyver” tips)    Love of cars and the car industry- then vs nowDave’s first car- ‘61 Chevy Station Wagon Cars have more technology on them- can appeal to tech savvy students, but still needs to have aptitude of taking apart and putting back together, coding and computers Encourage women to join industry as well Selling it as “computer on wheels”     Resources: Thanks to Dave Hobbs for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

Thoughts from an Unprecedented Year and Looking forward to Strategies for 2021 Key Talking Points: As an industry we are essential The strong got stronger Virtual online training became the norm and will become a permanent part of our training needs Milestones reached this year: 600th episode of Remarkable Results Radio 200th episode of the Town Hall Academy The launch of Aftermarket Weekly.com Launched all LIVE show broadcast on the website's LIVE page Training must become part of your culture The value of coaching Networking is a must to grow and learn Succession planning and growth Embrace our youth Set up an apprentice program Reach out to a local shop and have coffee and talk Resources: Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee)    

Bob Heipp works for Mobile Auto Solutions, LLC as lead tech and Technician Manager in the Chicago metropolitan area and northwest Indiana. Having accepted a job that required passing an IM240 emission class, he was introduced to new alternatives for diagnostic testing. This spurred a quest for learning. Bob believes his desire to learn is what opened doors to meeting technicians around the world. Hoping to help so others could have the same opportunities, he partnered with ASA-IL and initiated the CAN Conference after one of his favorite conferences (the Linder Conference) was no longer being presented. He considers these experiences have led him to the opportunity to work for Mobile Auto Solutions. Bob is also a dedicated Vision High Tech Training and Expo attendees. Hear Bob in his own interview and the round-tables https://remarkableresults.biz/?s=bob+heipp (HERE). Dominik Wrobel works at Mobile Auto Solutions in the Chicago land area. He has a bachelor's degree in applied sciences from Southern Illinois University and have no experience as a technician.  At MAS, he is working out of headquarters where he get to learn how to use all the technology at his own pace. He and Bob Heipp are the only ones that work out of HQ while everyone else is mobile. Since he started, he has been doing jobs that can not be done mobile because of space restrictions and or certain tools that cannot be taken to the jobsite. He pretty much work by himself and get to pick Bob's brain with any questions he has along the way. He is working his way up to taking mobile jobs when work at HQ is slow. You can check Dominik's episodes https://remarkableresults.biz/?s=dominik+wrobel (HERE). Key Talking Points: Hired Dom from referral from instructor from high school automotive boardGraduated Southern Illinois University with 4 year automotive degree Bob is his mentor- similar to an apprentice program. Huge ROI with proper training, resources, and development Uses “Slack” for communication between all 25+ employees- always willing to help and answer any questions for Dom    College built the foundation but the technology was the big learning curve Talent for finding SI, calibrations, alignments, and researching Once hired they evaluated his skills- bugged company car to be diagnosed and evaluated his thinking process and how he can overcome challenges and adapt   New technologyAlways changing, always new- have to take it one step at a time and be a problem solver  Resources: Thanks to Dominik Wrobel and Bob Heipp for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell...

Greg Buckley is the CEO of the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes https://remarkableresults.biz/?s=%22greg+Buckley%22 (HERE). Key Talking Points: Get involved with associationsNetworking, training, being heard in your community and in the industry Getting inspired National Geographic- learning the root of how thought is generated Nature produces- we translate and learn  Communication- being relatable and understanding how to communicate with the person across from you   Open yourself up and look from different perspectives Everything you do is negotiable- have upper hand by knowing what other person is thinking and understand each other  Body language- observe customer body language as they get out of the car , walk in, and express themselves initially. Be able to control the conversation.    People speak more than they listen- we have two eyes and two ears for a reason. Listen to learn, not to reply.   OctopusEach tentacle is almost independent of itself Neurological makeup is similar to a network Tentacle will regenerate itself   Resources: Thanks to Greg Buckley for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like.  Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.

Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. He is also an adjunct Assistant Professor at Widener University’s Institute for Graduate Clinical Psychology, and he is a Certified Performance Coach through Johnson & Johnson’s Human Performance Institute. Dr. Weiman has been quoted in BusinessWeek, the Los Angeles Times, Men’s Health, Entrepreneur, and many other publications. He has also been a guest on Fox News Philadelphia, Money Matters TV, and numerous podcasts, where he shares insights about the psychology of success, motivation, and more. You can check David’s other episodes https://remarkableresults.biz/?s=David+Weiman (HERE). Key Talking Points Continuing traditions should be kept up the best you can.Relive the memories Some feel lonely at this time of the yearSome get their energy from other people Some get their energy from being alone Some issues of the pandemic are another layer of concern or worry to be safe that can cause stress or the blues. Maintain routines especially during the holidays. It gives our lives a sense of structure and stability and helps provide continuity over time. Things that spark joy. They are touchstones for you. We choose what to think about in any given moment We can turn off bad news. There is an on-off switch or mute button on our TVs and phones Recognize what is the same to find stability  Some people love change, some don’tSome love change The ones that don’t, think about what is staying the same In zoom meeting, you can see the environment that your friends and colleagues live in  Our time horizon for planning is shorter because of the pandemicThe cone of uncertainty is shorter for the time being Consider your team and your customer as it comes to the stress they may carry because of the pandemic and at the holiday time Be an optimist but a realist at the same time We usually have more than one option to solve a problem As a business owner, your values and purpose don’t change as you go through stress and the tough time this holiday can create personal stress.That is the foundation of strength in your company, your people, and your life Connections are key. Having trust in other people Consider the impact on you. Reach out and touch someone Example praise someone for what they do for you Write a card or letter is very powerful Referencing is storytellingExample of competency or value that has made your business successful If you are invited to a holiday party and you do not want to go, even though the people who invited you don’t want you to get Covid-19, you can say I’m not available this year but can’t wait to get together next year.You do not need to give a reason Dave Ramsey says No.; is a complete sentence. Focus on the little things and what delights you and makes you happyConnect with other people Resources: Thanks to Dave Weiman for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center

Dave Hobbs automotive service experience spans 40 plus years in the industry, starting out as a technician and then as a service manager working in his family’s repair shop (Hobbs Auto Electric) in Kokomo, Indiana. After leaving Hobbs Auto Electric, Dave began working as a hotline advisor and field engineer at GM’s Delco Electronics. Those roles eventually led to becoming an electronics systems instructor for thousands of Delco Electronics / Delphi engineers throughout North American and Asia. Dave is currently the lead technical trainer and course developer for Delphi Product and Service Solutions. In addition, he serves part-time as a contributor to Motor Age Magazine and as a field correspondent for MACS Worldwide (Mobile AC Society). Dave’s previous episodes https://remarkableresults.biz/?s=dave+hobbs (HERE). Key Talking Points: Avoiding comebacksFirst avoid being defensive to customer, then schedule vehicle to be looked at again ASAP Technicians have to have confidence that they can fix anything- but be careful you don’t become too prideful  Mistakes happen all the time- there are so many things that can go wrong inside a repair  Quality control helps prevent comebacks  Aftermarket right to repair actData access just got passed Resources: Thanks to Dave Hobbs for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. 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 https://getshopware.com/carm (getshopware.com/carm)

https://youtu.be/gRGOjsExlJY 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. He just started to build a brand new shop and experts to be in by June 2021. 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 is 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 have helped grow his business. Listen to Seth’s previous episodes https://remarkableresults.biz/?s=%22seth+thorson%22 (HERE). Daniel Gravely is the District Manager, EuroTech Auto Service. Check Daniel's Episode https://remarkableresults.biz/?s=%22daniel+gravely%22 (HERE). Key Talking Points: Four corners of the Property to the Four Walls of the buildingThe store is audited by another location Monthly Leadership meeting The devil is in the details  Why is this important from a customer perspective?Reviews, compliments, appearance, safety  Capital Improvements such as structural damage discovered Audit Formto set a plan of improvements budgeting for improvements Deadlines accountability  Four Corner Four Wall – it is more important to employees or customers?  How do you pick who goes to the Leadership Meetings?  The leadership team is shop foreman from each location  I wanna do this at my shop, how do I do this? Where do I start?what are you trying to accomplish outline of plan put a plan in place No shortage of ideas, just a shortage of execution Remember The Milk app to help with to-do lists (used by Daniel)  Final ThoughtsYour Four Corner Four Wall Inspection is a quick view from your leadership team In-depth responsibility for each manager to conform to Safe and clean place for customers and employees to come to Be critical with a fresh set of eyes Resources: A special thanks to Seth Thorson, and Daniel Gravely for their contribution to the aftermarket. Books Page https://my.captivate.fm/books/ (HERE) Listen to all https://remarkableresults.biz/remarkable-results-radio-podcast/ (Remarkable Results Radio), https://remarkableresults.biz/for-the-record/ (For The Record) and https://remarkableresults.biz/town-hall-academy/ (Town Hall Academy) episodes. http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy Carm a Cup of Coffee ) 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...

Gerry Frank has over 30 years of experience as an independent shop owner. And he, along with his wife Laura, have a current location in the Cleveland market, where their business continues to thrive regardless of the economic environment. Gerry was featured in a Ratchet & Wrench article, where he, along with his business partner, laid out how they grew an abandoned shop in one of the poorest city's in the nation from Zero to a Million dollars in sales in just 12 short months. Gerry is also a principal owner in Repair Shop Coach and is dedicated to helping shop owners achieve their dreams. Look for Gerry’s other episodes https://remarkableresults.biz/?s=gerry+frank (HERE). Key Talking Points: Entrepreneurship is a journey 4 stages business go through- quadrantE- employee S- self employed B- business owner I- investor  Employee- “technician phase”Start off working for someone Income is capped Self employed- lack of control Do you own the business or does the business own you?  Doing it all in business Strategy is to have more customers, do more work but it leaves you more buried Business owner- lead people and develop systems and processesBuilding efficient machine whether you are there are not  When you are a leader, you are a trainer  Taking the time to really think  Delegating and inspect what you expect Investor- putting your money into something that consistently produces a return Resources: Thanks to Gerry Frank for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise  and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center at http://www.napabenefitscenter.com (www.napabenefitscenter.com) or call the NAPA Benefits Center at 844-627-2123.

Steven E. Shaw is a Professional Speaker and Trainer. Mr. Shaw holds various educational accomplishments including an MBA and PhD. Steven has trained thousands of service personnel. Steve provides tools to allow the customer to BUY. Steve has created the ultimate service advisor-training program that is being used in dealerships worldwide. Whether it is the entry-level express advisor to the veteran service consultant, Steven has proven to get results. These results always drive Customer Repair Order Performance and Service Advisor Paychecks. Prior to COVID Steve hosted Service Advisor Training in locations across the United States. Now Steve has pioneered LIVE-Online Training from his Virtual Studio. Mr. Steven Shaw is hands down an automotive expert and an inspiring speaker for the automotive industry. Find out more about Steve at http://SteveShawTraining.com (SteveShawTraining.com) and http://GOSteveShawTraining.com (GOSteveShawTraining.com) He can be reached via email at Steve@SteveShawTraining.com Key Talking Points: “Tool guy” if you follow the tools and training you will sell more  Once you have a customer, they choose you, then they are your customer- not competition between shops or dealerships. They are YOUR customer to lose.     Customers buy more when they are satisfied with shops performance and they trust  Words with people- right words at the right time to retain customersNever use the word “recommendation” because it puts you in the category as a salesperson- customers distrust anyone’s “recommendation” Never use the word “should”- should is actually a command when oftentimes it seems like an option. Being told what to do is a turnoff and customers will resist on what they “should do.”    Instead, present the facts and truth- pass or fail parts in the vehicle. Fail the standards and are no longer safe to operate. “Your brakes are bad and we recommend you replace them” vs “Your brakes have failed our inspection today.” Either green or red, no yellow in between based on standards. And let customers know what is “important or require attention.”  Why customers buyFear of losing money- “I'm afraid if I don't buy it’ll cost me more money” 70% of people buy based on fear of loss   Hope for gain- “I hope I get something in return” value in what you provide    Customers know their budget- shifting the burden of importance  Handling objections- consequence for not buying is what makes a customer buy  “Value gets customers into the shop, the need is what gets them to buy.” Selling more maintenance Using the phrase “minimum requirement”- keep the vehicle in compliance Selling more tiresTires either pass or fail, let customers know the next time they come in their tires will fail standards- 70% of customers buy from the first person that tells them they need new tires. Ask the customer if they would like an alignment- simple and profitable Resources: Thanks to Steve Shaw for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.)...

https://youtu.be/kytE32lNCPw Hunt Demarest, CPA Paar-Melis. Hunt is Accredited in Business Valuation and a licensed Certified Public Accountant that has been with the firm since 2006. He specializes in business taxes, valuations, and does consult work with our clients all across the country. When he’s not in the office, Hunt enjoys spending time with his family, golfing, working on and racing his cars. Look for Hunt's other episodes https://remarkableresults.biz/?s=Hunt+Demarest (HERE). Key Talking Points: We are not providing any legal advice. Please check with your banker or accountant. For the forgiveness, the SBA says that OCT 31 is the expiration date for applying for forgiveness. That is wrong. You have 10 months after the end of the 24 week PPP period to do this.If you got your PPP back in May 2020 you have until June of 2021. Clients are starting to process this and within hours banks are accepting. However, the SBA has to accept it. Hunt believes the SBA may just rubber-stamp the forgiveness. Not sure but he believes if the bank is OK with forgiveness so will the SBA but not certain. Submit honestly to your bank Almost every shop has used their PPP load in just payroll alone.You’ll need to submit your payroll report for the 24 week period, that will account for 100% of your loan There are two different forms to useShort-form 3508S, should take you a few minutes to complete EZ Form may take you 10 - 15 minutes Don’t overthink this Tax implicationsThis money is going to be taxable in one-way shape or form Rules keep changing with the government It is not classified as income until it is forgiven He does not recommend moving your forgiveness application until next year as he feels taxes will go up no matter who wins the election. Many things to consider. You must consult your accountant Be careful on deciding what you will do with an EIDL loan you may have. It needs to be paid back.  You must consult your accountant to be compliant on these loans and the tax implications There is no interest associated with the EIDL grant Be sure you have been in contact with your bank and find out their suggestion to get your forgiveness. Your accountant and tax advisor are also key to getting the CARES ACT and PPP put behind you. Resources: A special thanks to Hunt Demarest for his contribution to the aftermarket. Books Page https://my.captivate.fm/books/ (HERE) Listen to all https://remarkableresults.biz/remarkable-results-radio-podcast/ (Remarkable Results Radio), https://remarkableresults.biz/for-the-record/ (For The Record) and https://remarkableresults.biz/town-hall-academy/ (Town Hall Academy) episodes. http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy Carm a Cup of Coffee ) 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 https://getshopware.com/ (getshopware.com) This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website...

Chuck Searles has played an active role in the automotive service and training community for 28 years. He is a proud supporter of the National Institute for Automotive Service Excellence (ASE) and is a member of the ASE Training Managers Council (ATMC). He was born in Alaska and spent childhood years on the North Slope in small rural villages. After his Fathers retirement from the Alaska educational system, the Searles family relocated to the Big Island of Hawaii, where Chuck attended high school. After high school, he attended post-secondary technical school in Phoenix, Arizona, and then moved back to Alaska to begin a career in the automotive industry. Chuck served as a Line Technician, Service Advisor, and eventually Shop Foreman at Nissan Dealerships in Fairbanks, Alaska, and Phoenix, Arizona. He was then hired by Nissan North America as a Technical Support Specialist in Los Angeles, CA. Over the next 19 years, he served several Sales and Technical Training roles, including Sales Training Senior Planner, Technical Training Operations Manager, and Instructional Design Manager. He is currently the President of the Automotive Management Institute (AMi). AMi’s mission is to identify, provide, and promote qualified business education for the success of automotive service repair professionals. Chuck resides in a quiet suburb outside of Nashville, TN with his wife of 23 years and 2 daughters. Time away from work is spent in the outdoors with the family on hikes or kayaking. Key talking Points: Career pathDidn’t know what to do after high school, did not want to become a teacher or educator  Attended Universal Technical Institute- focus on heavy diesel industry but ended up working at a dealership in Alaska then hired by Nissan as technical trainer. Two things you will always remember in your career- best boss and worst boss. Training will help you be the best boss you can be. AMI valuable for succession planning with learning management systems  The current president of AMIWants to increase the presence of the service side of the industry- the value of designations. Networking with former contacts and making new relationships as well.  Working on new designations- service advisor and shop foreman You can pay by courses at AMI or a yearly subscription     AAM/AMAM- prestigious titles   Looking aheadRecruiting new trainers- AMI has an audience of over 100,000 and is an ideal platform for any trainer. Head to the website and contact them. If you’re not involved with AMI you need to be- training is ongoing no matter what stage you are at in your career, even as a shop owner. Employee retention is based on the owner- is the owner offering training to employees and getting training themselves? Invest in your employees. Look for AMI elective credit courses/classes because you can use it towards a certification/accreditation http://amionline.org (amionline.com) Resources: Thanks to Chuck Searles for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode is segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) The NAPA...

https://youtu.be/HJpcrK3kUzM My guest is Joe Register who is the Vice-President Emerging Technologies at the AutoCare Association. This is his second interview. His first episode was episode 381 which talks about SVI (Secure Vehicle Interface). Joe Register has over 40 years of experience delivering progressive system solutions to companies in every channel of the Automotive Aftermarket. This work includes the design and implementation of enterprise systems for two startup ventures. Joe participates as an ANSI expert assigned to ISO TC22 Road Vehicles, ISO TC204 Intelligent Transport Systems and SAE vehicle security committees. His current focus is the industry’s adoption of secure and standardized access to in-vehicle systems to ensure today’s increasingly complex vehicles can be properly maintained and repaired. One of his specialties are Strategic planning, program management, systems architecture/modeling disciplines applicable to business processes, data and application integration, web service design & development. Listen to Joe’s other episodeshttps://remarkableresults.biz/?s=%22Joe+Register%22 ( HERE). Key Talking Points: ADASManufacturers are trying to understand what the road looks like through the eyes of sensors in the vehicleChallenges- machines can't ‘rationalize’ as humans can  Sensors will have to have maintenance- will still work but will degrade   Calibrating ADAS- need formalized standardsBest practices are often instructions from manufactures that are inadequate and impractical.  Clean workspace clear from boxes and debris from past repairs  Sensor calibration task force within SAE- meet every month with hopes to create public standards   Dynamic calibration  TrainingRecertification/retesting will be extremely important due to the rate of constant changes with individual sophistication and collective integrated total in systems   Looking aheadRise in cost of cars- what does that mean to vehicle ownership? Older fleet of vehicles? https://aapexshow.com/register (AAPEXshow.com/register) Resources: Thanks to Joe Register for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library https://remarkableresults.biz/books/ (HERE). Leaders are readers. Find every podcast episode https://remarkableresults.biz/episodes/ (HERE). Every episode segmented by Series https://remarkableresults.biz/series/ (HERE). Key Word Search https://remarkableresults.biz/tag-cloud/ (HERE). Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook   )http://bit.ly/1Qn68fO (Twitter   )http://bit.ly/1SVqRvh (Linked In   )Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. https://remarkableresults.biz/listen/ (Mobile Listening APP's HERE) https://remarkableresults.biz/insider/ (Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.) https://www.buymeacoffee.com/carm (Buy me a coffee) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. For all the right reasons, we’re not going to be face to face at AAPEX … yet AAPEX 2020 is going to be a virtual experience, which has defined this year for many of us. Virtual AAPEX will happen Nov. 3-5, 2020, and there’s still going to be a strong focus on meeting the needs of the service and repair community. And that includes technical and management training for shop owners, technicians and service advisors … product and equipment demos … and one-on-one meetings with suppliers. Don’t miss it. Make a smart move … register today at http://aapexshow.com/Register (AAPEXSHOW.COM/Register) This episode is brought to you by...

https://youtu.be/SZczhtyTyZQ My guest is Joe Register who is the Vice-President Emerging Technologies at the AutoCare Association. This is his second interview. His first episode was episode 381 which talks about SVI (Secure Vehicle Interface). Joe Register has over 40 years of experience delivering progressive system solutions to companies in every channel of the Automotive Aftermarket. This work includes the design and implementation of enterprise systems for two startup ventures. Joe participates as an ANSI expert assigned to ISO TC22 Road Vehicles, ISO TC204 Intelligent Transport Systems and SAE vehicle security committees. His current focus is the industry’s adoption of secure and standardized access to in-vehicle systems to ensure today’s increasingly complex vehicles can be properly maintained and repaired. One of his specialties are Strategic planning, program management, systems architecture/modeling disciplines applicable to business processes, data and application integration, web service design & development. Listen to Joe’s other episodes (https://remarkableresults.biz/?s=%22Joe+Register%22). Key Talking Points: SVI- Secure Vehicle Interface SVI started because OE’s said you needed a single voice in order to listen and needed to know what aftermarket wanted Mantra “Safe, secure, standardized and direct access”  Vehicles are built with ‘features’ in mind with repairs as an afterthought  Information is constantly being collected both inside and outside the vehicle (driver attention)  Vehicle data and the owner- you should be in control over who has access to the data your vehicle creates with access yourself, (Right to Repair Amendment on the ballot in Nov in Massachusetts)   Underperformed maintenance will become a big issue in the future- safety  SVI standards aren’t just for cars- standards just as applicable for smartphone apps, roadside stations  www.svi0for-mobility.org (http://www.svi-for-mobility.org/webinar) -webinar and Michelin demonstration with a flat fire  www.aapexshow.com/register   ChallengesVehicle manufacturers are resistant to collaborating with aftermarket but have made progress with suppliers that provide systems to vehicles    Resources: Thanks to Joe Register for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE (https://remarkableresults.biz/listen/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. For all the right reasons, we’re not going to be face to face at AAPEX … yet AAPEX 2020 is going to be a virtual experience, which has defined this year for many of us. Virtual AAPEX will happen Nov. 3-5, 2020, and there’s still going to be a strong focus on meeting the needs of the service and repair community. And that includes technical and management training for shop owners, technicians and service advisors … product and equipment demos … and one-on-one meetings with suppliers. Don’t miss it. Make a smart move … register today at AAPEXSHOW.COM/Register...

Brian Walker was a Mercedes Benz Master dealer technician and was ASE certified with L1. He owned Peak Automotive in Apex, NC and was recognized by Motor Age Magazine as a Top Ten Shops twice. Brian is co-owner of Shop Marketing Pros. He does “Done for you” marketing services for auto repair shops. Brian believes that most people overcomplicate their marketing in an effort to make it easier There is a 17,000+ word article on the Shop Marketing Pros website: “The Ultimate Guide to Auto Repair Shop Marketing  (https://remarkableresults.biz/?s=Brian+Walker). Key Talking Points: Artificial intelligence is being used to make the search engine “think like a human.” Can no longer trick search engines to cycle back to your websites.   Google is a business- provides the best results based on what people are searching for, where they are searching from, search intent etc  Making your website the best resource for the person searching- based on the content of your website  Big city vs small town- businesses in big cities need a lot more work to be competitive, need quality links pointing back to the website, answering questions, the website needs to change often, age of domain- older the domain the higher on rankings compared to new domains Website Words on the page are most important and often the most overlooked part- written in a natural way  Needs to have information people are searching for- quality and relevant information  Google’s algorithm uses “search intent” and will understand the word “vehicle” is being used for car, motorcycle, truck, minivan, etc  What you do on your website vs what you do on someone else's website- the links that come back to your website   Your website- create high-quality content and utilize tools that analyze competitors website  Having other links on different websites link back to your website- if you’re a member of your local chamber of commerce you should have your website listed in their directory. Website link and citation (name, address, phone number). Everything needs to be the same and consistent.   DYI or hire someone? Starting out yes, but as time goes on Is it the best use of your time?  When using a marketing/SEO company you should always be authentic and use them to create blogs/videos as added content for the website.  Video is king- it can be put into multiple places: website, social media, YouTube, get in the habit of shooting short videos on phone. Show your customers how you do things differently.  Resources: Thanks to Brian Walker for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE (https://remarkableresults.biz/listen/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. For all the right reasons, we’re not going to be face to face at AAPEX … yet AAPEX 2020 is going to be a virtual experience, which has defined this year for many of us. Virtual AAPEX will happen Nov. 3-5, 2020, and there’s still going to be a strong focus on meeting the needs of the service and...

Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. He is also an adjunct Assistant Professor at Widener University’s Institute for Graduate Clinical Psychology, and he is a Certified Performance Coach through Johnson & Johnson’s Human Performance Institute. Dr. Weiman has been quoted in BusinessWeek, the Los Angeles Times, Men’s Health, Entrepreneur, and many other publications. He has also been a guest on Fox News Philadelphia, Money Matters TV, and numerous podcasts, where he shares insights about the psychology of success, motivation, and more. You can check David's other episodes (https://remarkableresults.biz/?s=David+Weiman). Key Talking Points: Keeping a client for lifeCreating a connection, experience and trust- customers are relying on the shop to help them Kindness can often be repaid in years of loyalty from customer and referrals    Has to be innate value to treat customers a certain way. One of the first things we learn as children is storytelling- challenge then a hero arises. Boil down technician language to simple terms for customers to understand   COVID-19- Has accounted for chronic and acute stress Getting through the pandemic together- recognizing there is a bigger picture involved  Simmering stressing from the pandemic can cause bigger reactions to situations that normally wouldn't have a reaction.  What is the opportunity for me to learn from this? Decipher reactions based on underlying stress due to COVID-19.  Realize there are all different comfort levels people have with being outside of their house right now- shops have continued to be open but many people are just leaving their houses. Have awareness.  Every customer that comes to shop has a problem- they aren’t stopping to say hello- so you're dealing with stressors all day long, even if you have gotten used to it. Implement stress-reducing activities daily- don’t wait until you are maxed out with stress to do something about it.  Oscillation- take regular breaks whether you feel you need them or not. It will help to refocus and re-energize. Breathing exercises while counting, stretching, going for a short walk.    Focus on things you do have control over- circle of concern vs circle of influence and apply stress-relieving techniques based on what stress you currently are experiencing  Normal stress- getting to work, dealing with traffic, paying bills, etc Training stress- learning new techniques, we put ourselves in it or called to do. In the end you will have more knowledge and skills.     Excessive stress- chronic or acute stress GratitudeAcknowledge the people in your life who you are grateful for and let them know specifically why  Every morning take the time to reflect what you are grateful for- 5 minutes  Resources: Thanks to Dr. David Weiman for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm) The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service,...

Randy Pickering As a 4th generation automotive “lifer”, I have learned that vehicles come and go, are broken, and fixed, but the relationships with our customers far outlast their transportation needs. I am committed to ensuring that every customer of ours is completely satisfied after working with our team. We work diligently to provide peace of mind to all of our customers by treating them as if they were part of our own families. I wanted Pickering’s to be an environment that reminded our customers of a time when your technician and service advisor were more than just the people who took care of your car, but rather individuals who remembered you by name, genuinely took an interest in your life and built a relationship with you. We believe our industry should not differ from any other industry in how we perform customer service. Just because we are in the auto repair business does not mean customers should expect poor customer service and abuse, as many customers believe they receive from others in our industry. We will greet our customers cheerfully, excited that WE CAN resolve the auto repair problems they have. Knowing that with our resources WE CAN help them get the fullest life use of their vehicle. We want to earn our customers trust so they are comfortable and confident with our integrity and abilities to have us take care of their car concerns. We want our customers to be satisfied, as never before, in our industry. We hope our customers will become our raving fans and feel the need to express their experiences to others, recommending our facility to them. Key Talking Points: 4th generation business- sons will be taking it over next and become 5th generation Had a medical emergency with lungs and had to take 3 months off- sons enjoyed stepping in and wanted to make some changes. Randy realized it was time to transition.    Transitioning getting out of business- finding another source of income which is coaching for Elite Worldwide  Felt positive about transition- has great employees, customers and processes/procedures/systems in place already Hasn’t been in the day to day part of business in last 3-5 years Training and being involved in associationsIncredibly important part of business- started being involved in ASA in early 1980’s   Sons both wanted to join 20 groups on their own Opening second locationWanted expansion to have solid exit plan in future  Sons are looking toward opening 3rd location- both positives and drawbacks, how much time are you willing to put into business in order for it to grow? Internal candidate for succession plansLook internally and shift your hiring- “Is this person a potential candidate for my business?”  Being successfulCustomer service- giving them an experience and treating them so they want to come back  Having a succession plan in place- anything can happen at any moment in time, carve out specific roles and learn to let go. Setting and attaining gross profit percentages Best advice- hire a coach early on and enjoy your family Resources: Thanks to Randy Pickering for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE (https://remarkableresults.biz/listen/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm)...

Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training. More about Brian Gillis… 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores Hired and Trained over 2000 staff members Budgeting and Profits Brian’s Specialty Smooth as silk with customers Brian’s previous episodes are  (https://remarkableresults.biz/?s=Brian+Gillis). Key Talking Points: Processes and proceduresStart with SOP- using dropbox/google docs as place to store it. Can easily update dropbox as things change with technology/equipment etc. You can also add documentation and videos.  Blank template that has 4 questions- Why am I documenting this procure? Who will be responsible (who will create it and who will execute it), what are key elements? How is it done step by step? Majority of SOF’s you do want to involve your team (with few exceptions). It’ll be easier to have input and have buy in for employees.  Follow up procedure and method to do so Essential for becoming multi shop business  Example- answering phoneHow- most important and often the most difficult. Scripts can be helpful to capture vehicles, continue professionalism, time management and be consistent.  Inquiry, oil change call, price shopper  Why do SOP?Improve value of business Training for turnover and validating your team and associates (someone changes position) Keep employees consistent- validate with employee then hold accountable Biggest struggle- how do we run our business?Start by thinking through your regular day- Define the particular way you do things Failure to perform- Don't know, can't do, or dont care. Eliminate the “don’t know” by having SOP’s and eliminate the confusion. Most shops have procedures but they aren’t documented- additional time training over and over again  Link to Brian's Company: You Net Results (https://younetresults.com/) Resources: Thanks to Brian Gillis for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm) The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com (http://www.napabenefitscenter.com) or call the NAPA Benefits Center at 844-627-2123.

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.  She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Key Talking Points: Gender isn't an issue until you make it one- mindset isn’t excuse one way or another Directed away from gender and focus on the skills of any technician People’s bias or judgment is on them and they can choose to believe what they believe- we can choose not to accept it for ourselves. Don’t let other people’s judgments be apart of your identity Both men and women can be insecure  “Priming”Saying something you want to prove it right or primed to think about it more “If you enter trades as a female it’ll be hard for you and people will be biased against you..” etc then that woman will be biased to look for it. Self-fulfilling prophecy   The stereotypical idea that females should be on the counter in shopsTypically women have the perception of being better communicators but the role should be based on characteristics and personality, not gender  “Hiring female to fulfill quota” can be male insecurity when applying and not being hired- easy excuse to make Friction in cultureEasiest and quickest difference between employees is “I’m a guy, you’re a girl” instead of diving into what the real issue/problem is Take “women and men” out of your vocabulary Resources: Thanks to Emily Chung for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm) As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com (http://www.napabenefitscenter.com) or call the NAPA Benefits Center at 844-627-2123.

Mike Tatich and his wife Serena started TMT Complete Auto Service Center in March of 1984 in Bremen, IN. Bremen is a small town of 4,600 people with 2 stoplights. The shop has undergone many evolutions since its tiny beginning as a tire store and body shop. Mike has become a John Maxwell Leadership Certified business coach. He has a story of letting go, a perfectionist control freak, a helicopter dad, and he needs to get busier doing other stuff. Find Mike’s other episodes (https://remarkableresults.biz/?s=mike+tatich). Key Talking Points: Get any great advice that you still follow today? Being consistent Success leaves clues, failure also leaves clues  Ever had a mentor? Several mentors over the years, one of the first mentors were friends grandfather- told Mike to look at the man in the mirror and realize you’re your own problem and also your own solution to move forward. What drives you?  Thrill of putting things together- building businesses  What is the latest book you read? Big take-a-way? “Generosity Factor” “Keys to the Kingdom” “COVID Cows”   Do you still have the fire you had when you first started?   Yes, but in different way- passion for growing what he currently has and passion for teaching others How do you re-energize? Built new home, rides motorcycle and takes vacation trips Any secrets to ‘time suck’?  Map out day the night before, use calendars  A big secret to building a strong relationship with Customers?  Customer service experience- how you make customers feel  Share a car count idea? Maximize each opportunity Name something you tried that didn’t work? Expand retail space in shop, bought radio shack franchise to cross merchandise- failed and needed to focus on automotive repair only Would your organization crumble if you stepped aside?  No! Started a succession plan before 50 years old, continue to develop team Top three most important needs to open a shop?  People, people, people! Developing staff and team culture The most recent update to your processes/system Accounting side of business  Are you paperless? When did you go? 95% paperless, DVI system several years ago, tech notes are electronic How is consolidation in the industry going to impact you? Consolidation will be great for people that want to grow business and move forward Ever made a major pivot in your business? If yes, what? Getting out of day to day operations within last 5 years, Pivoting from owner operator to owner investor If you could send a message to yourself 10 years ago, what would you tell the younger YOU? Read more, network with more people/shop owners, sharing when things don’t go right If you could pick up a new skill in an instant what would it be?  Getting better at people skills and growing team, have a vision   When in your life have you been so passionately focused on an activity that you lost track of time and what you were doing?  Building service advisor training Favorite vacation spot Hawaii for 25th anniversary Resources: Thanks to Mike Tatich for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE (https://remarkableresults.biz/listen/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm)

https://youtu.be/V6pENRKuP8Y Chris Della Bella is the Director of Carquest Market Development, Northern Division, Millville, Delaware. Chris loves to cook and he prepared sweet Italian sausage with peppers and onions on a hoggy roll. This is our first-ever cooking show and I'm glad you have either listened to the audio or watched the video. Resources: A special thanks to Chris Della Bella for his 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 getshopware.com (https://getshopware.com) This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com (http://www.shopmarketingpros.com/)

Luke Walker started Luke's Auto in Columbus Ohio in November of 2009 after being a technician for 5 years. The rent was $350 a month for a 1 bay shop and he had zero employees. The first-year Luke's Auto did $260,000 in sales. At the end of 2014, Luke's Auto was up to $750,000 in annual revenue with 10 employees.  Luke realized that he needed business training and since 2014, he has spent around $150,000 in business consultants and training. This business consulting and training brought his ability as a business owner to a new level and helped to secure Luke's Auto as one of the top shops in Columbus. 10 years into the business there are now 16 bays, 24 employees, and $4MM in projected revenue for 2020. Luke's Auto is the top Yelp and Google rated independent shop in all of Columbus and was voted as one of the "Three Best Car Repair Shops" (https://threebestrated.com/car-repair-shops-in-columbus-oh) in Columbus. Luke's has also been features in the Columbus Dispatch newspaper. Key Talking Points: Started with 1 bay shop, now has 16 bays, 24 employees and on track for almost 4 million  Coaching consultants (Cecil Bullard, Ryan Clo, Aaron Stokes) big key with success- profits had flatlined and more problems arose as the business grew and became bigger  Credits his success to the team as well- finding talented people that fit the culture of the business Inner-city skills-based non-profit program- wanted to give back to the community11-19-year-old students-focused on high school students The program was established for 20 years but recently in the last 6 months it had stopped due to lead person retiring because of health reasons After school program- an actual shop that has different stations, once a week for an hour and a half for 6 weeks. Identify and cultivate students that are gifted with working with their hands Time trials- timing how fast they can complete tasks after teaching them, top 3 receive toolsets and invite to advanced program  Helps separate the students that are gifted and interested in the industry sooner, which will help steer them into the right path for their future  Run by Luke and volunteers Hired student from the programStudent shadowed at the shop after excelling with program  Youngest hire at the shop at 16 years old Wants to go mobile with programMost of the stations they’ve created are on a workbench inside the shop, can easily transport on a trailer and bring to a high school Raised 150K so far for program- first donation was from a woman from church that donated 50K, other donations were from NAPA and other dealerships Is making money evil in your mind? “Love of money is the root of evil” What do you want to look back on? Is it making money or making a difference and help people Resources: Thanks to Luke Walker for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm) Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other...

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest. I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes (https://remarkableresults.biz/?s=john+passante). Paul T. McCarthy is the President of Automotive Aftermarket Suppliers Association. AASA is the voice for the automotive aftermarket supplier industry. Paul has 23 years of experience in the automotive industry. Prior to joining MEMA, Paul led the Automotive and Industrial Products Strategy Practice at PricewaterhouseCoopers (PwC). He consulted at dozens of automotive suppliers, eight of the top ten global automakers, and at private equity firms and financial institutions. His past leadership roles include heading PwC Germany’s Automotive Strategy advisory practice and leading global forecasting and analysis for a prominent vehicle forecast service, Autofacts. Paul has an MBA from Duke’s University’s Fuqua School of Business. Find Paul’s other episodes (https://remarkableresults.biz/?s=paul+mccarthy). Key Talking Points: Am I being heard and understood? As owner, and as employee etcTo do lists and “things” often clutter the day- but nothing happens without people 62% of people are not fully engaged in their job   70% of employees feel they never been given sign of appreciation  No one gets to where they are in life by themselves- don’t let your ego get in the wayWhy are you in the automotive industry? Everyone has a personal story connecting them to the industry. Leadership is validadting the people you lead everyday- vision, values and validationLeadership is caring and showing that you care Match your words and actions Accepting people for who they are and being comfortable with yourself- sharing what you know and admitting what you don’t know Unlock the talent and potential in people Take the fear out of learning and trying something new Difference between motivation and movement- “Do this or I’ll fire you” vs “Let’s talk about how we can improve efficiency,” One is fear, one is inclusion Do you ask your employees for ideas? Real test of leadership is when times are tough- invoke faith in the process and the industry  It’s all about the customer- connecting with themShow your customers you value them- ask how they are doing personally, how their family is doing etc Resources: Thanks to Paul McCarthy and John Passante for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE (https://remarkableresults.biz/listen/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With...

Rick White, President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He also owned and managed several successful automotive repair shops. Early in his career, Rick got his arm stuck under a vehicle while working underneath it. He managed to get out safely but it was a wake up call to him and for all of us as well. This is everyone’s concern. There are too many distractions like cell phones, tablets, lackadaisical attitude of it never happening, not focused on job at task, talking to tech next to them and a whole lot more. We need to follow lift maintenance schedules religiously and document every procedure in order to check work properly. Rick White’s Previous Episodes (https://remarkableresults.biz/?s=%22rick+white%22). Key Talking Points: Why does a shop not have a coach?False expectation- seeing other shop owners “making a lot of money” and thinking you can do the same. The national average net profit in industry is 5-7% ($4,000 day average shop made $200 profit) Being the answer man- you have to know it all I can figure it out myself- would take decades to do it, costs too much in profits lost Embarrassment- where you are isn't who you are Coaching condenses decades of learning into days  When you don’t get the help you need for business you end up becoming disillusioned and bitter about things- effects personal life, not as engaged, self medicating  Picking the right coach- the right fit for your business and personality   Failure only happens when you refuse to learn from itWisdom comes from experience and experience comes from mistakes Good result vs bad result- bad results are often seen as “failures” when they should be seen as learning opportunities  Failure as feedback- instead of always “putting out fires” in shop you need to be in “fire prevention” mode. What processes and systems can you put in place as a team so you never experience that “fire” again?   “Wherever focus goes, energy flows” Tony Robinson  Everything business owner wants out of their business and out of life is on other side of the fear holding them back  Coaching is about relationships and communication- purveyors of hope (hope in the future there’s power in the present)  Change starts with you When you have a choice you can do the right thing, the wrong thing or nothing- the worst thing you can do is nothing  Coaching is an investment not expense  Money is easy to replace, cannot replace time with family Embrace what your coach says, internalize it, then implement   Business during the pandemicDepends on owner’s belief systemExample- owner believes no one is buying and everyone is out of work they will take poor actions with poor results in their business which furthers their beliefs even more  Do you see problems or opportunities and potential? Expand your audience- people are consuming online content and videos which is an opportunity for your business Resources: Thanks to Rick White for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE (https://remarkableresults.biz/listen/) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy me a coffee (https://www.buymeacoffee.com/carm) This episode is brought to you by AAPEX, the Automotive Aftermarket

https://youtu.be/hpVepQSUSJg Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif. Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes (https://remarkableresults.biz/?s=mitch+schneider). Key Talking Points: Fewer cars in the future?Millennials not as tied to personal transportation- use alternative transportation Tech shortage- demand will fall as technology increases, fewer people working on fewer cars Stem cell transplant surgery from a stranger in Israel Gave a sense of the purse to give back and leave something tangible behind  Book “Misfire” became legacy project Goodness of peopleStrangers helping when Mitch fell and broke elbow- willingness to do the right thing Open yourself to the universe to see what is out there “You don’t lose, you just learn”You will make mistakes, move on from it In order to change the future is to be the future- be proactive to reactive   Success- always lean into the next challenge Readers make leadersMitch sets aside 15 minutes per day minimum for reading  You are what you think and you think when you read Automotive is essential and always has been Should always feel appreciated and admiration for services they provide Make an investment in your own future  Resources: Thanks to Mitch Schneider for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com (http://www.aapexshow.com/) 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...

Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt's other episodes (https://remarkableresults.biz/?s=Matt+Lachowitzer) Key Talking Points: Grew up wanting to be a lawyer then plan B was diesel mechanics The family sold the farm, dropped out of school and started working at local GM Dealer Opened first shop with support of wife 6 locations in 11 yearsThe secret is hiring employees that believe in your company and what you’re doing and being a pillar in the surrounding communities Culture of business- people want to feel something when they come to work, customers want to feel like they had an experience Continue to “wow” your customer and have a relationship with them- giving them a card, blanket, flag, etc- cement that “wow” moment with the customer to create your brand Need to have standard operating systems in order to successfully run multiple locations  Connect customer with the technician that works on their car Training- twice a month and 3.5 hours each timeBuilt training facility  SWOT (strengths, weakness, opportunities, threats) once a quarter A lottery system for employees to go to other training opportunities/seminars- if they go they are required to help develop training for the rest of the employees that didn’t go Connecting with the communityEncouraging entrepreneurshipGirl scout cookie badge- any girl scout that comes into each store to sell the store will buy 2 boxes (has to be the actual girl scout). Donated half of the cookies local food pantries and the other half sent to veterans overseas Make a wish foundation Sister is cancer survivor and business strives to grant a wish to one child per year Day of Service- 5th year The nomination process to get up to $1,000 worth of repairs on the vehicle the day after Thanksgiving Any car that has a child seat in the back, technicians take a teddy bear and buckle it in and make note of version (change teddy bear once a year) and the customer keeps it. On pace to go through 25,000 teddy bears. This isn’t just a car, it’s a customer  Knowledge is power: women car care events- 14 events so far. Average attendance is around 80 Resources: Thanks to Matt Lachowitzer for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer

Taurayi Raymond Sewera is one of the few automotive technicians who can fix cars from gasoline, hybrid and electric vehicles, to heavy-duty diesel vehicles as well as earth-moving and farming equipment. Being the only technician in Africa who is certified by the National Institute of Automotive Service Excellence (ASE) for light duty diesel, medium and heavy-duty trucks and advanced level specialist (L1), Taurayi has broken many barriers and is still aiming for more. He is the first and only African member of the Automotive Service Association (ASA). Check Taurayi's other episodes (https://remarkableresults.biz/?s=Taurayi+Raymond+Sewera). Key Talking Points: Didn’t have enough money to fly to Vision 2020 from Zimbabwe but had already paid for hotel and fees for conference, Vision founder sent money to Taurayi so he could still attend  Will start to import hybrid and electric cars After Vision 2020 taking ASE Test- only 4 systems left to become ASE world class techniciansStandard in industry Nothing should stop you from achieving goals- Taurayi currently battling chronic pancreatitis  Goal- start automotive school back home  Keynote speaker in Australia for their biggest event called Autocare in June  90% of citizens in Zimbabwe cannot afford 3 meals a day- have resources to be a rich country (gold, lithium, diamonds etc). No training for technicians See below for Taurayi's certifications. Resources: Thanks to Taurayi Raymond Sewera for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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/) This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com (http://www.aapexshow.com/)  

Dave Schedin has 40+ years of experience in the automotive field. He has extensive General Motors University Automotive & Business Management training and is a graduate of the Arizona Automotive Institute. Dave began his career as a young lad in an independent shop in ’79 and began working as an Apprentice Tech advancing to a Master Level Driveability Tech. In ’86 he moved into the dealership arena as a Lead Driveability Tech and obtained both the Chevrolet and ASE Master Technician status and became a Shop Foreman overseeing 24 Techs, Assistant Service Manager, Service Manager to Fixed Operations Manager. In ’97 Dave started and managed “Dave’s Auto Repair” in the Pacific Northwest where he took that business to a near million-dollar sales level in under FOUR years by implementing and continuing to developing the “CompuTrek Automotive Management Systems.” Since 2006 Dave has been coaching and training to help shop owners achieve on average $200,000 in NEW GP dollars in 12 months Dave and his partner/wife Bonnie Schedin also carry extensive Leadership and Personal Self-Development coaching and training at an advanced level. Through both personalized and highly effective ‘team’ training & seminars, they offer well-rounded coaching for the automotive professional through experiential seminars. Key Talking Points: Victim excuse- be self-aware of how you speak to others Key is to listen to yourself before you’re going to say something instead of listening after you’ve said it End of a sentence/statement/question: did it uplift you, give you life and move you forward? Producing results inside before they come out “One man’s confidence is one man’s arrogance.” Ego is fear-based- scarcity mindset, no realization of the real value of who you areWeaknesses are overextension or misuse of a strength  Ego is trying to elevate your virtue and lower another person/place or thing- you think you have to be on top or have no value Women/wives in auto business tend to not have a fear-based ego when they make mistakes, want to simply correct mistakes and move on without having failure ego Letting go of your ego- eating humble pie to move forwardMoment of surrender to the “what ifs/failure/shortcomings” and instead look at “what could be” When you put emotional meaning/self-worth/value on a result you didn’t want you to create a victim story- instead move forward to get the result you want  Emotional intelligence and personal developmentPeople don’t change until they see the prices they’re paying don't outweigh the benefits they’re getting  Until someone sees what it’s costing them, their frustration creates space for the victim and ego stories to exist 60% of your emotional intelligence is already hardwired in the brain by the time you’re 5 years old, 7-8 years old 80%, teenager years 95% Best return on investment is an investment in yourself  Unique AssessmentMeasures in thinking and the ability to produce solutions Behavioral traits that affect results Occupational interest Resources: Thanks to Dave Schedin for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/). Every episode segmented by Series (https://remarkableresults.biz/series/). Key Word Search (https://remarkableresults.biz/tag-cloud/). Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee ...

Connie and Russell Cook owns Finish Line Automotive in Ocala, FL. Talking points: Husband and wife story of commitment to open their own shop Russel had a long commute and worked at a dealership Connie finds a going shop within three miles of home and Russell did the research Russell has 27 years experience as a dealership tech Russell know they needed help on the finance side of the transaction They put a lot of money as a down payment but put them in a tough position with working capital. That is why Russell continued to work at the dealership for 5 monthsThey have survived with his normal income  They will continue to take less of a salary to help the business get on a strong cash footing They took ownership on February 1, 2020, and one month later Covid-19 hit. They are coming out of it very well They kept some of their great, long time, people that have helped Connie transition Connie had to learn to be a service advisor Russell will jump in at whatever level he needs to do from counter to be in the bays The business they bought had good consumer ratings. They keep hearing good talk about the business They started with a database of 5,000 customers They made a move on labor rates. They were too low compared to other shops. They also changed their menu prices They fixed a credit policy that charged more if you used your credit card. Wrong thing to upcharge A bright and well-lit waiting room Fix it or repair the new businessComputer/Invoicing Broadband speed AC Recharger would not complete a functionCouldn’t get it repaired Bought a used on Scan tool They were blessed with the technicians that were in the business and the affordability of the deal.He has 5 bays and 4 usable An alignment machine Resources: Thanks to Connie and Russell Cook for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/). Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com (http://www.aapexshow.com/) 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...

Terica Buckner grew up in Portland Oregon and now lives in Vancouver Washington with her husband Andrew and their two year old daughter Emrys. She started working on cars at Benson High School in the automotive program at age 15 and started working as the shop helper at Hawthorne Auto Clinic just before her senior year. Terica continued her education by completing her Associate degree in Applied Science for Automotive at Mt Hood Community College, working as an automotive technician apprentice at Hawthorne Auto Clinic as part of the program. Shortly after graduating she became a service advisor at the Clinic and later earned her Bachelors degree in Business Administration. Terica expanded her skillset by becoming the bookkeeper while continuing service advising, utilizing both her degrees and automotive technical experience. After 20 years of working at Hawthorne Auto Clinic she was offered the chance to purchase the shop and took over ownership 2 years later in January 2020. Terica continues working with passion in the automotive industry and is excited to now be in the position to set new standards in an ever changing field, especially with the current challenges COVID-19 presents. Look for Terica's Episodes (https://remarkableresults.biz/?s=terica+buckley) . Key Talking Points: Employee turned shop owner23 years total, started summer before senior year of high school  Was apart of the automotive program in high school then a scholarship to apprentice program for post-secondary schooling Passion for fixing things A succession plan for the previous ownerWanted to retire within 5 years, Terica wrote a letter of intent for buying the business Terica had the experience in many different roles in the business along with established relationships with the employees and customers Advice for other female technicians wanting to become an owner- open communication with the existing owner, learn as much as you can about all aspects and roles of the business. Share your dreams and passions with others.  Covid-196 months into owning business pandemic happens I the first week the town shut down the sales dropped 50-60%- put majority of staff on furlough, held onto 2 of their top technicians to continue working Each week got better with the support of customers Sent emails to customers to keep them updated on their sanitizing procedures and tips to keep car maintenance from not driving  Staff4 females, 4 males Technician training- 40 required hours of training per year, give feedback about training classes after completed Resources: Thanks to Terica Buckner for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and...

Before joining ATI, Geoff Berman worked in his family business for 16 years and had realized that the changes I wanted to make in the business were never going to happen under the current leadership. I hit the lottery when I found ATI. Now I can influence many businesses, not just the one I work in. I found very quickly how much I loved helping shop owners and their staff change their lives. Key Talking Points: Employee Engagement ClassPositive feedback from students Animated and emotional presentation- effective because coming from the heart and passion from Geoff Top problem with the industryTech shortage due to the ego- need to communicate better with the younger generation  Becoming a coachStarted working at the family business Sent Geoff to classes and schools but wouldn’t let him implement changes Left family business and replied to an ad in the newspaper as a manager for ATI- able to finally impact so many lives as a coach 16 years at ATI   As a coach you need to be patient, looking past own ego as coach- humbling experience Husband and wife duos- can be challenging working and living together 24/7, successful ones have strategies in place for it Succession planning- most shop owners have skewed ideas of their shop’s worth, if you're an intricate part of the business all you have to sell is a job. Replace yourself in business first.  Resources: Thanks to Geoff Berman for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com (http://www.aapexshow.com/) 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/)

Alan Beech knows what it takes to succeed in today’s marketplace. With more than 30 years of experience in the business world, he has worked his way to the top of the automotive service industry in Canada. Alan’s professional career has spanned within both the corporate and entrepreneurial spaces. Today Alan has a number of successful businesses to his credit. Alan is driven by his desire to share his extensive knowledge of the industry and to help others succeed. His main focus today is coaching, consulting and training independent shop owners and dealer groups. Alan’s passion is to see businesses be revitalized through great process and amazing customer experience. Find Alan Beech's previous episodes (https://remarkableresults.biz/?s=%22alan+Beech%22) . Key Talking Points: Tire business in Canada 75% of population use winter tires- rubber compound remains flexible under 35 degrees Winter tires brake 25-30% better than regular tires- braking is most important with driving a vehicle Symbol for winter tires- 3 peak mountain and inside is snowflake symbol All-weather tire- not comparable to pure winter tire, gives less mileage and less traction Quebec is the only province in Canada that has legislation laws for winter tires Key to business is inspection- can always improve Production facilities in North America/Asia do not have the capacity to service the winter tire market in USA Customer for life How much is a customer worth over the course of their lifetime in automotive purchases/services/accessories? $332,000 in 1985 If you let your customer go somewhere else for goods/services chances are they won’t come back Displaying tires in the shop Recommend having 2 tires out on the floor Tire buying program/storing winter tires Tire focused business to maintenance focused business People, process and product Training basic automotive understanding-emotional intelligence is most important for hiring Help your customer’s get ahead- cheaper for them to keep vehicle than replace vehicle For every dollar spent in maintenance, you save $15 in repairs- keep open communication with customers especially with products and warranties Does customer satisfaction make a difference if they return or not? The reality is no. If the customer has emotional attachment/connection to you they will come back Slow the process down- take time with your customers and employees, have a business that cares for people Resources: Thanks to Alen Beech for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted

Brian is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training. More about Brian Gillis… 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores Hired and Trained over 2000 staff members Budgeting and Profits Brian’s Specialty Smooth as silk with customers Key Talking Points: Processes in a businessCritical to have systems in place- easier to manage processes and procedures than managing actual person Follow up is most important- inspect what you expect, teaching opportunity Phone call etiquette- welcoming and inviting customer into shop, remain upbeat, play back examples Rewatch surveillance cameras- are you greeting customers at the door?  Recognize good behavior- keep employees engaged and motivated to continue to follow Be consistent especially if you have more than 1 location StaffingDevelop criteria for what you’re looking for for each specific position Pre check- spend 20-25 minutes with scheduled phone interview first    Face to face interview- confidence and energy? Never make someone work for you- you can teach someone to have passion, drive and desire   Observing/shadowing at a shop- is it a good fit for them? See processes/procedures. Interact with current employees  Always be recruiting- continue to build network and relationships in case you do lose an employee. Look for talent outside of the auto industry. YouNetResults- coaching companyService advisor training Focus on leadership, hiring/recruiting, general manager training, daily operations, financials, workflow tools, front counter interactive workshop  Resources: Thanks to Brian Gillis for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer. Learn more about NAPA PROimage, and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www. (https://napaautocare.com)

Peter Nielson is the Hybrid Guy in the hybrid and electric car space of our industry. His company Certified Auto Consulting, came about to help other niche companies inside the hybrid and electric car market grow. As an independent contractor for sites like TorqueNews, he use his professional skill set to help others achieve success. Peter is always looking to help any specialty shop get more on their bottom line, but he is partial to the hybrid market at this time.  He is  currently working towards building a hybrid repair and training facility. He want to provide quality hybrid and electric car training material to shops and schools. He will also do charity repair work for families that have children with cancer. Building his personal brand and influence will allow him to make a bigger impact.  Peter have been key in launching the Cat Security™ protective shield. He has also been studying under Craig VanBatenburg to become a west coast trainer for ACDC. He has a great sense of online marketing and sales that has helped many other small businesses grow exponentially. Something interesting about him is that he have now owned 9 hybrid cars. He enjoy solving problems on hybrids which is one reason he keeps buying them.  On a more personal note, He has been married for 12 years this year and have 3 boys. He holds a bachelor of science in Automotive Technology from Weber State University In Ogden Utah. Key Talking Points: Author and writer for TorqueNewsStarted working on hybrid vehicles and became involved with hybrid Facebook groups. One of the administrators was Chief Editor for TorqueNews and reached out. Cat converter theft- multi billion dollar black market industryPrecious metals are densely packed and sold. Prices for precious metals are constantly changing.  Recently, China has sought after Palladium- roughly worth over $2000/ounce Prius converters very popular especially Generation IIHave 2 separate converters Easily taken off  Toyota of San Francisco dealership- over past 3 months had almost 600 replacement converters Can cost car owner over $5000 to replace converter Cap City Muffler- Cat Security Shield ( www.getcatsecurity.com (http://www.getcatsecurity.com) )Customer had converter stolen twice within few weeks, owner designed shield to cover without compromising vehicle Designed per vehicle- tailored fit Price for insurance to replace cat converter is $2,500+Some insurance companies will cover it, some will total vehicle Resources: Thanks to Peter Nielson for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next...

With me is Maryann Croce from SmallBusinessvantge.com. She and her husband Tony also own Croce Transmission in Norwalk, CT. As a business owner, she can chalk up many a mistake that has turned into wisdom. She has been there and done that and shares 5 key principles to help a startup business person get ahead of the game. She is speaking to resilience, commitment, getting help, being curious and giving. Learn why messaging, relationships and financials are vital no matter what stage you are and your business is currently in. Don’t believe you need to go it alone. Maryann was a banker turned business owner. Tony was a technician turned shop owner. She is also a member of Women in Auto Care and owns  (http://smallbizvantage.com/) 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) . Key Talking Points: Technicians turned owner- technicians are do-ers, want to get things accomplished but end up being stuck in comfort zoneOwner different skill set- need plan of action and look at business as separate entity   MVP: mission, vision, purpose- why are we doing what we do every day? What motivates you besides the financial aspect? What are your core beliefs? What led you to become owner?  Impact, community, purpose- communicate that to your team, align yourself with employees and customers that want to be part of it Maryann’s inner motivation for business- resource for community, gave different perspective looking at business  How do I ________? Grow sales, close more sales, cut costs, build business culture etcStart with you and 1 problem at a time Example: Struggling with sales- what is the process? Who are you marketing to? Is your customer your ideal customer? Look at business from the viewpoint of the customer- what is their challenger? Want a vehicle repaired but want convenience, warranty loaner car etc.  Never unload your problems onto customer- part did not come in, technician out, it negatively affects customer’s experience  Your business needs to be sustainable long termHabits of not charging for certain things, discounting etc- you are not making impact or helping your business  Dive into your reviews and feedback- businesses grow when owners grow Smallbizvantage.com- free resources Resources: Thanks to Maryann Croce for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday,...

It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States. Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight. Jennifer Filzen Previous Episodes  (https://remarkableresults.biz/?s=%22jennifer+Filzen%22) . Key Talking Points:   Jennifer Filzen and husband Rene ArreolaRene is a graphic designer and comic book artist- responsible for the media division Branding- attract the tribe you are targeting Everything we do reflects your own brand- answering the phone, service advisor, candy and cold water in the lobby, check-in/checkout, open door for customer Gather information about the client and their goals- what is your message? How do you want to be perceived as a person?  Open communication with client- collaboration Logo design- Why do you want to change it or modify it? Refresh design can be risky, does the logo have a history? Who are your competitors? How will it look on a business card/brochure/website/ads?  Use a simple font that can be read from any distance Is your website updated? Responsive design?  Stand out amongst the cookie-cutter branding- everything you are doing reflects your voice, be consistent, are you specialized, how are you unique?  Get creative and stand out- Instead of using pictures of team Rene created illustrations of each team member of a client, created comic book brochures Video ads- most important, will always catch your eye when scrolling social media Make customers feel like they are valued and you treasure them- creates loyalty “What dancing taught me about running a successful business” Jennifer Filzen BookJenniferfilzen.com  Teaching in dance classes apply to businesses Shop owners have bought copies of the book for each team member, exercises to improve teamwork    Started creating video modules demonstrating teamwork  New video blog “Marriage Plus Business” Resources: Thanks to Jennifer Filzen and Rene Arreola for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your...

Phil Carpenter has been in the automotive industry since 2002 however his passion for Automotive started much earlier. He bought his first vehicle at 14 years old and still has it, a 1959 Chevy Pickup. He has spent time as an Audi Certified Technician, Service Advisor, Parts Specialist, Service Manager, General Manager and currently, is the Director of Operations at Urban Autocare and Avalon Motorsports in Denver, CO (four locations). His credentials include an ASE Master Certification as well as an Associates Degree in Automotive Technology. Phil was Brian Sump’s first employee at Avalon Motorsports and since has led his team to win many industry awards as an independent shop manager including Motor Age Top 10, BBB Torch Award and other community awards. He is the President of the Mechanical Division for ASA Colorado. Phil's Previous Episodes (https://remarkableresults.biz/?s=Phil+Carpenter) . Key Talking Points: Started as a technician in dealershipsTook 3 years of automotive classes in high school then went through Universal Technical Institute and AUDI Academy Didn’t feel fulfilled in the dealership  Referred to Brian Sump through mutual coworker- had online part sales business and wanted to start shop Connected with Brian’s passion and drive- took pay cut and went to work with him in 2007, humbled beginning, 4 shop business now, continue to counterbalance each other Was stagnant for first 3 years, moved original shop to busier location, sink or swim Went from technician to service advisor to general managerHad health issues early on and knew couldn’t stay technician for long, worked as both technician and service advisor in early stages of business which became too difficult Chose to stick with being a service advisor- enjoyed the challenge and being outside of his comfort zone, developed different skill set, had service advisor training and hired private coach  After a year and a half started looking to a manager position at a second location- growth as leader skyrocketed, Brian trusted and believed in Phil to lead As technician- loved the sense of accomplishment and pride for fixing vehicles  As advisor- thrived by gaining customer’s broken trust from previous shops As manager/director of operations- continues to be motivated by seeing the potential of employees and helping them reach the next step of career. Employees can grow within the business instead of leaving the shop to grow Brian and Phil continue to tell new employees about their story of early humbled days- come so far and still, places to grow, attract quality employees that want to be a part of the business and engaged Have to be willing to dedicate yourself to training, encouragement, and criticism to move to the next level Ways to continuing growing automotive industryConnect with local schools and community Resources: Thanks to Phil Carpenter for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest...

Mark Phillips is editor and publisher of Aftermarket Intel and has been in the automotive aftermarket for more than 12 years. Previously, he was editor of newspapers in several cities in Ohio and Boston. He is a graduate of Ohio Wesleyan University.   Aftermarket Intel HERE. (http://Aftermarketintel.com) Key Talking Points: Automotive industry- essential industry during the pandemicLos Angeles County stay at home orders for next three months but Ohio has more than 90% of businesses are open- long road to reopening as a country To get unemployment down to where it was (4%) it could take up to a decade or more  Easy to stop the economy and have people stay at home, harder to bring people back Travel continued to be limited Manufacturing facilities starting to reopen- are consumers ready to buy/lease vehicles when uncertain about employment? Opportunity for aftermarket repair businesses GDP for the US is $20 trillion, over $20 trillion in debt- cannot stop spending  New legislation of $3 trillion for a relief package Fear and uncertaintyWhat is coming? How to deal with it?    Luxury goods are no longer needed More conservative with stimulus checks VaccinePeople rely on what they know- most are not medical experts Some people do not take flu shots and would be hesitant to take Covid-19 vaccine Resources: Thanks to Mark Phillips for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com (http://www.aapexshow.com/) 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)

Lee Walker is the President of Walker Auto Parts in Raleigh-Durham, North Carolina. In 2009 Lee rejoined our family business as the first of the third generation of Walkers. Harry G. Walker Jr. started the family’s journey in the automotive aftermarket back in 1960 in Raleigh. Three of his four sons joined him in the business in the 70s and 80s and now there are 6 Walkers working in the business. In 2009, when the firm transitioned from being an independent parts supplier into the NAPA family, Iit was Lee's first few months back in the business. His focus was on getting to know and understand their customers and to lead the integration of other business teams into the organization. Walker's acquired and launched a NAPA store every year since 2009 and now are humble and proud to represent NAPA in 35 counties in NC. The team of 725 embodies old school integrity and new school innovation. Lee is poised to lead that team into the future of the next 60 years of the Automotive Aftermarket. Key Talking Points: Protecting employees and customers- how to continue to operate Constant communication and being proactive for safe social distancing- abnormal circumstances often open up opportunities for better dialogue   PPE masks, gloves, face shields and drop boxes outside shop doors  Giving resources and advice for PPP Loan for businesses Making customer-facing videos to use on social media and demonstrate safety Let your core beliefs shine through- all have to work together  Value breakdown of a businessSales, relationships and performance  Independent repair shops- faired better than national brands Established customer relationship- loyalty  DigitizingRolling out digital delivery dispatch system A better understanding of repairs- often times $5 filter more important to be rushed for delivery than $180 flywheel Cost of delivery- shouldn’t matter where product comes from as long as there is a committed time of delivery Supply chainsA crisis will expose where supply chains are weak and strong   Supply chains that built robust networks, inventory and supply strategies are thriving right now Resources: Thanks to Lee Walker for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime

Elie Massabki is the founder and CEO of Mechanics & Body Shops Marketplace (http://www.mechanicsmarketplace.com/) , a company focused on helping auto repair shops find talent and empowering automotive professionals through permanent job placement, free career advice, resume reviews and an App to find permanent jobs with reputable businesses and side/temporary jobs quickly. Elie is an automotive enthusiast who likes fixing his own car and advising business owners on business and HR-related issues. As a corporate executive, he led and coached large teams. He enjoys chatting with technicians on social media and brainstorming on ways to improve the industry. Elie holds a Bachelor of Science in Electrical Engineering (a Minor in Automotive Technology), and a Masters degree in Business Administration. Key Talking Points: Replacing technicians during Pandemic 10-15% layoffs right now 70% income impacted with fewer hours/days Average time to find and hire technician normal is 3.5 months Businesses that are getting PPP loan are starting to look ahead for hiring Master techs/diagnostician/specialists are scarce- smart business owners protect and retain them- strong defense is better than a strong offense Temporary placement  More than half of technicians are over the age of 50- next 20 years we will lose half of them to retiring but most will want to continue to work.  Cannot work 50 hours/week but want to help and temporary placement is the answer   Mechanicsmarketplace.com- building vertical, consolidated marketplace for the automotive industryHelp with placement, career advice and resume ASC certifications- part of career growth and education Normally you don’t want to rush hiring- the automotive industry does not have this luxury, technicians make very quick decisions shop owners need to make an equally quick offer    “Try before you hire” - hire for few days  Prepare, plan, get readyBe ahead of the curve when pandemic ends- what are your needs? Replace talent and find better talent for your shop www.MechanicsMarketplace.com (http://www.mechanicsmarketplace.com) Resources: Thanks to Elie Massabki for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com (http://www.aapexshow.com/) This episode is brought to you by Shop-Ware Shop...

Through her advice columns, books, and seminars, Dolah Saleh has sought to help others make choices that honor who they are and what they want to accomplish. Ms. Saleh is an educator, lecturer, and author with more than 20 years of counseling others in making optimal life choices.  Ms. Saleh is the author of a few non-fiction books and one commissioned, Dating and the Pursuit of Happiness (DRM Net Inc., 1998), which helped people understand their personality “type” in a relationship and provided practical advice for pursuing a happy, fulfilling love life. Her last book, It IS All About You (Balboa Press, Hay House, 2018), which addresses lifelong questions in the search for meaning.  Dolah's website www.loveinyourlife.com (http://www.loveinyourlife.com) that includes a podcast and provides commentary on career as well as general life reflections. Major corporations have hired Ms. Saleh as a career transition consultant. These companies include Allied Signal, Praxair, American General Life Insurance, Cargill Inc., Carleton Technologies, General Motors, Moog Inc., M & T Bank, Praxair Inc., Tyco International, University of Buffalo and the Xerox Corporation. To assist in her practice, she has used and is certified in various psychological assessment instruments to provide her clients with appropriate guidance toward life-changing decisions.  Key Talking Points: Grieving- experience loss (person, job, business, etc), shock, denial, anger, depression, acceptanceGrieving is not a linear process- goes in and out of all stages of grief Separating yourself from what met your needs that is now gone. What do you do next? Losing a job- grieving about the job and the people they worked with No set grieving timeline- find strength and consider what you can offer to a prospective employer? Networking- most helpful during the grieving processReach out to people for comfort, advice, support and brainstorm next career change Develop a marketing plan for yourself  Always a positive and negative way too look at everything in lifeOpportunity to reevaluate your career- how happy have you been? Is this an opportunity to pursue something else that you would enjoy more? What jobs are related to what you were doing? We all have something to give, you have value, you have worth- what are your talents? What are your strengths and gifts? Self-analysis- sit with someone who knows you/used to work for/colleague/peer and listen to their input  Tony Robbin’s website DISC assessment, Clifton Strengths Finder Test, Birkman Test Support of your spouseLean on them and accept support, don’t hide the loss of job because of ‘failure’ mentality  Acceptance and mobilization- move forwardMeet with someone for coffee, talk about your ideas Resources: Thanks to Dolah Saleh for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you...

Kent Bullard. Find Kent's other episodes (https://remarkableresults.biz/?s=Kent+Bullard) . Key Talking Points: Gamification- changing behavior, designing an experienceHow do you engage people with game theory? Focus on process orientation than goal orientation- not outcome focused, be action focused Customer’s want to come back again The Big E’sEnvironment: Physical triggers for customers and employees- is it distracting them or focusing? Putting mirror by phone so service advisors smile when they answer the phone   Engagement: What, how, when, do they interact with each other? Instruction- walk in door, reward is smell of cookies   Rules of play- “restrictions” calling customer back by certain time determined by shop and try to beat that time    Effect: What are possible outcomes during experience? Illusion of choice- simplify set of outcomes that you can control  Design experience- three service advisors, two on phone, one has green light on desk and is waiting to help customer  Emershion: How do I continue to convince customers to keep coming back?  Marketing and advertising- emails or phone calls as touch point Easy and positive experience equals customers wanting to come back  Evolution: Adding new things to your process, always be evolving, constant and consistent growth. People get bored easily   DVI in shop Experimentation- Customers using rules and restrictions to create difference experience  Be aware and flexible- have limitations or expiration on promotional discounts Enjoyment and EventsExpected to pay certain amount and ends up paying less   End game: what ways do we continue to engage customers? Mentor-ship, rewards points, events, involve customers with community Resources: Thanks to Kent Bullard for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com (http://www.aapexshow.com/)

Panel: Darren Adams from Dryfork Diesel and Auto in Carthage, MO Brett Bohlman from HWY 7 Service Center, Newell, IA Talking Points: “Just say yes, I wish I could” Brett lost technician- lower car count and sell more. Technician spend more time on a vehicle, less processing time Top 20% make up 80% of the business- “I wish I could” to other customers and schedule around top 20% customers “Just say yes”- is more of an attitude and mindset, how can you say yes today or tomorrow, ideally get the customer into the shop within 24-48 hours.  Cannot over ‘filter’ your customer but need to say yes to the right customer- saying yes to every customer invites chaos into the shop  Salesman time is important- filtering qualified prospects Get testing done in the morning, repairs in afternoon Need to have proper front counter service advisors- just as important as technicians  Training is investing in yourself and employees Problems associated with people are due to lack of leadership- work on leading yourself the way you wish someone else would’ve led you. Be humble, don’t let pride get the best of you. It’s the struggle that helps you grow. Resources: Thanks to Darren Adams and Brett Bohlmann for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available. Learn more about CarVantage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www. (https://napaautocare.com)

G Jerry Truglia is well known for his automotive training through his company ATTS: Automotive Technician Training Services, where he covers topics ranging from hybrid vehicles, electricity, to Heavy Duty Truck repair. G is also a very proud founding member of the non-for profit Technician Service Training group. G Jerry Truglia Previous Episodes (https://remarkableresults.biz/?s=%22Truglia%22) . Dave Hobbs automotive service experience spans 40 plus years in the industry, starting out as a technician and then as a service manager working in his family’s repair shop (Hobbs Auto Electric) in Kokomo, Indiana. After leaving Hobbs Auto Electric, Dave began working as a hotline advisor and field engineer at GM’s Delco Electronics. Those roles eventually led to becoming an electronics systems instructor for thousands of Delco Electronics / Delphi engineers throughout North American and Asia. Dave is currently the lead technical trainer and course developer for Delphi Product and Service Solutions. In addition, he serves part-time as a contributor to Motor Age Magazine and as a field correspondent for MACS Worldwide (Mobile AC Society). Dave’s previous episodes (https://remarkableresults.biz/?s=dave+hobbs) . Peter Orlando Sr. Curriculum Developer/Technical Instructor at Advance Auto Parts Carquest Technical Institute. Talking Points: Takes months to prepare and put together, document stories, real-world scenarios  Build relationships with students- students respond better to instructors that do not talk down to them, encourage networking and asking questions  Technicians often have an ego- they can fix any car, but need to also admit they don’t know everything, often feel embarrassed or afraid to ask questions Constant reading and research on curriculum   Retention of information- poll questions and feedback   Keeping students engaged- move around the room, have students highlight and underline during class Becoming an instructor doesn’t happen overnight- need to be seasoned over time, always someone smarter than you who you need advice from Sometimes you need grace from your audience- constructive feedback and criticism  Resources: Thanks to G Jerry Truglia, Peter Orlando, and Dave Hobbs for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com...

https://youtu.be/xvnvoc4yZ60 Hunt Demarest, CPA Paar-Melis. Hunt is Accredited in Business Valuation and a licensed Certified Public Accountant that has been with the firm since 2006. He specializes in business taxes, valuations, and does consult work with our clients all across the country. When he’s not in the office, Hunt enjoys spending time with his family, golfing, working on and racing his cars. Travis Troy, Honest Wrenches, DesMoines, IA. Travis, 29 years young, graduated From DMACC Ankeny, IA Automotive Technology Program in 2012, Received my Accredited Automotive Manager in 2019 and will be completing the 4 Year ATI program this fall. Opened Honest Wrenches Automotive Repair in May of 2011 started while still in college and renting a storage 500sqft storage unit. We since moved to a 2800sqft unit, and just completed our 2800sqft expansion for a total of 5600sqft. He employs a total of 9 Employees. Mike Leeches Quality Motors, Laguna Niguel, CA (leaches) Key Talking Points: Travis is leaning on his accountant during these times Ask them the tough questions These unprecedented times has proven the strategy of having a CPA firm working with you that goes beyond the numbers In the case of the firm Parr-Melis, who have hundreds of automotive shop owner clients, they can help you compare yourself to others within our industry You accountant can help you plan for your future by keeping an eye of your cash and debt position Both Travis and Mike have a business coach and they credit both for making their business the success it is today Travis is a zero debt person, yet he knows there is good debt, but his recent expansion was paid for with cash Putting money away weekly is a great disciplineMake it automatic Moving to a new accounting firm is a difficult thing to do especially if you have a long term relationship.Evaluate if you are getting your money’s worth You get another set of eyes Strategic planning Anyone can do a tax return Heavily on the education element of financial statements Accounts can also learn from you Have your numbers compared to others in the industry. You need benchmarks to understand your performanceBenchmarks are a guide. You need a budget based on unique situations at your business and your marketplace Your numbers must be matched to your goals The tendency to always look at the P or L and review your ‘net profit’ line.Critical information in the P or L (Profit or Loss) Statment The Balance Sheet also needs to be understoodYour cash position, your receivables, your debt, accruals Your accountant should drive your discipline to get your numbers in each month.You should see your financial statements at a steady time each month This is historical data, a snapshot, and you if you need to fix something the later you get your results the longer you don’t get a chance to correct or discover a problem Moving into the ‘new normal’ you need good financial data Onboarding to a new accounting firmSwitching to a new accountant is like switching to a new SMS (Shop Management System)You are too comfortable You need to ask yourself what do you want from a new accountant You need a good foundation to start with by your accountant understanding what you currently have Gather all the proper information Training on understanding your current system in-depth, such as Quickbooks Resources: A special thanks to Hunt Demarest, Travis Troy, and Mike Leeches  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....

Philip Christensen started his automotive career in 1997 with the world’s largest independently owned tire company. From there he worked his way through there apprenticeship, and management programs. In 2012 Phil joined BG Automotive which was a 4 person operation at the time. Today he has helped grow it to 3 dentations and 28 team members producing over 6 million in top-line sales. Throughout his time at BG automotive they have continued to be on ATI’s top shop list, along with many other local and national nominations and awards.    Phil Carpenter has been in the automotive industry since 2002 however his passion for Automotive started much earlier. He bought his first vehicle at 14 years old and still has it, a 1959 Chevy Pickup. He has spent time as an Audi Certified Technician, Service Advisor, Parts Specialist, Service Manager, General Manager and currently, is the Director of Operations at Urban Autocare and Avalon Motorsports in Denver, CO (four locations). His credentials include an ASE Master Certification as well as an Associates Degree in Automotive Technology. Phil was Brian Sump's first employee at Avalon Motorsports and since has led his team to win many industry awards as an independent shop manager including Motor Age Top 10, BBB Torch Award and other community awards. He is the President of the Mechanical Division for ASA Colorado. Talking points: Role as key leader in company with the owner Hired to manage the team that benefits customers, employees, and company as a whole Allow other employee’s voices to be heard with the freedom to implement processes  Constant communication with each location- morning huddles, online meetings, etc   Will often pitch in when needed and able to access job role- leading from sideline without being i n the field can be challenging, can be a good reminder in order to be a better leader, empathy  Frees owner from day to day duties, allows owners to develop big ideas and vision, be involved in community and recruit Monitor KPI’s and ROI’s- team effort Performance reviews- ongoing conversations, if you don’t address issues right away then you’re validating them, 2-way conversation, value feedback from employees Place key leaders in 20 groups, cross-train employees within the company to different locations ChallengesAlways hiring and recruiting- conducting proper interviews, make sure culture fits with the candidate prior to hiring Dynamics within the company- personality evaluations with staging employees  StaffingSome were outside employees that assimilated to culture- one on one coaching and training programs Grown own within the company- set personal goals and helped employees reach goals  AdviceMake the unpopular decision sooner- sometimes hinder growth because too cautious, made decision anyway in order to move forward Be bolder- don’t hesitate from what you need to do, speak your mind and follow your gut   Resources: Thanks to Phil Carpenter and Phil Christensen for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE....

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://diag.net/) Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes  (https://remarkableresults.biz/?s=%22chesney%22) . Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes  (https://remarkableresults.biz/?s=%22Dwayne%20Myers%22) . Key Talking Points: How autonomous vehicles impact traffic flow/infrastructure as they are introducedData is mined and used with A.I. can mitigate traffic problems, increase fuel economy and provide more safety- the vehicle isn’t changing much, leveraging data Tracking braking/accelerating/cruise control- adding autonomous vehicles with regular driver vehicles can improve fuel economy. Could save adding lanes to highways Software and camera can project and predict where the walker is going while texting Cameras need to eventually learn and decipher between the truck and school bus or car and police car- pattern recognition  Tesla Model 3- camera in the center on inside to monitor passengers in future Reducing demand on the driver- the driver can be more productive doing other things during commute DSRC-Digital short-range communication faster than 5G, proven and consistent, non-cellular  Southwest Research Institute- complex of buildings working on technology Started in 1947 39% NASA 19-20% Military or transportation Resources: Thanks to Scott Brown, Chris Chesney, and Dwayne Myers for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result,

Guest Ron Tinner from Sparks Tire and Auto, St. Charles, MO a NAPA CarCare Center   Key Talking Points: Best advice you ever received- Get off the counterOnce you start delegating responsibilities you realize what you could’ve been doing better all along  Many struggles are self-inflicted Owner of business instead of the owner of the shop- have systems and employees in place so you can work on business “A lot of guys spend a lot of money to buy themselves a job.” Need a business coach to hold you accountable   His business value went up when got off the counter Learning moments Everyone has a dream, need to sit down and focus on how to be a businessman Need culture in business to be successful- team building, employees staying late/coming in early, get together on weekends  When you run the business properly you have funds to purchase necessary tools and equipment  On average shops are short 3 people- 1 counter, 1 back office, 1 bayImportant to hire workflow manager first- puts out fires to keep other employees on task CSR hire next to handle front office conversation  Back office last- marketing, bookkeeper etc A bartender is favorite idea for front counter hire- a people person, listener Greatest satisfaction as a coachHelping owners who don’t understand effective labor rate as a number- not posted labor rate, effective labor rate  Seeing business and employees thrive without you running day to day operations Resources: Thanks to Ron Tinner for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www. (https://napaautocare.com)

Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes (https://remarkableresults.biz/?s=Maylan+Newton) . “He is ‘just a car guy’ with lots of knowledge and is brave enough to talk about it”. Maylan’s purpose is to educate leaders to be a better owner or service writer. Talking Points: Get Away from the Price Driven model of Business and get back to the Quality and Relationship Business Stop quoting price over the phone If you quote a price, make it the last thing you do not the first You don’t have to be cheap to be busy Price can be 6th or 7th on a customers list of needs When you quote a price over the phone you are setting up to be a more difficult repair process and saleWhat happened to the quote you gave me The service write needs skill to not quote a price over the phone Vehicles are too complex and sophisticated to quote a price over the phoneIt is not your dad’s Oldsmobile We are cannibalizing our industry by quoting a price Do you really want the customer who wants the lowest price? In today’s climate spend extra effort to tell the customers about your touchless transaction and the sanitizing efforts you are putting forth If customers wanted a cheap price there would not be top shops out there not dealing with price first We need to show the value of what we do and be proud of our investments in people, training and equipment Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com (http://www.flexcheckauto.com/) to learn more.

Rick White, President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He also owned and managed several successful automotive repair shops. Early in his career, Rick got his arm stuck under a vehicle while working underneath it. He managed to get out safely but it was a wake up call to him and for all of us as well. This is everyone’s concern. There are too many distractions like  cell phones, tablets, lackadaisical attitude of it never happening, not focused on job at task, talking to tech next to them and a whole lot more. We need to follow lift maintenance schedules religiously and document every procedure in order to check work properly. Rick White’s Previous Episodes (https://remarkableresults.biz/?s=%22rick+white%22) . Key Talking Points: Lift safety- if you don’t talk about it and acknowledge it you are building risk Rick read about a tech that got killed by car falling off lift onto him in Richmond Virginia Last 18 months: 17 deaths from cars falling off lifts Early in his career, Rick was working on a vehicle by himself on the ground, arm got stuck but was able to get out safely- wake up call from beginning    Too many distractions- cell phones, tablets, lackadaisical attitude of it never happening, not focused on the job at task, talking to tech next to them Customers are trusting you with their lives when they hand you the keys  Need to implement an annual training program for everyone in the shop Autolift.org- certification program $16 per tech Visually inspect lift contact point, lift car and wiggle to ensure it settles and isn’t moving, safety latches are on Must follow maintenance schedule on lift- inspecting and checking fluids daily Have procedures in place in order to double-check work- tire safety: have tech document torque and road test If you get interrupted during job: document last thing you did on repair order/tablet etc then document what you were going to do nextWhen you get interrupted takes up to 20 minutes to get back into productive mode Be engaged with NOW- “Carpe diem, quam minimum credula postero”Pluck the day- stop to pull some flowers, be present Use a buddy system- do not work on a vehicle by yourself, have cameras We work to live, we don’t live to work Link for on-line lift certification:https ://www.autolift.org/ali-store/lifting-it-right-online-edition/ (https://www.autolift.org/ali-store/lifting-it-right-online-edition/) Resources: Thanks to Rick White for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more

This is a bonus episode number 5 and a replay of a CarmCast I did this past week. Because we are in unprecedented times I decided to release this special CarmCast as a podcast of a Covid-19 Thinktank from March 18th. For many aftermarket professionals, you’ve prepared for an event like this. Your disaster plan may have not been completely defined as a ‘pandemic’ where the government-imposed restrictions, but you’ve planned for a rainy day disaster. You’ve kept an amount of cash in a separate account to help sustain the business for months of possible disaster. You’ve improved your processes and systems and removed yourself as the centerpiece of your business. You delegated your people to run the business. For many small shop owners, you’ve learned how to implement smart practices and holding yourself accountable. You’ve joined networking groups, maybe even hired a coach to bring business acumen to your world. If you’ve done a lot to become a better marketer and leader you’ll be OK. If not, it is not too late. There is some good business advice in this episode, that if you implement it you will come out the other side of this Covid-19 challenge. The essence of the over 745 podcast episodes from all our show formats is to build a strong business. The messages are spot on and for many influential. Keep in mind it is still not too late to do the right things for your family, employees, business and customers. If there is anything I can do to help you … like find a peer network, talk to a friend, find a coach join an association …. reach out to me carm@remarkableresults.biz (mailto:carm@remarkableresults.biz) . With me in this think are two shop owners, a technician/manager, a business coach and an IT specialist on a think tank format. You’ll value this discussion with Dwayne Myers, Greg Buckley, Matt Fanslow, Danny Sanchez and Bob Greenwood. …. and my pledge to keep you flowing with thoughts and ideas from your fellow colleagues continues. Please listen to learn just one thing and then implement it. Resources: Thanks to Bob Greenwood, Dwayne Myers, Matt Fanslow, Greg Buckley and Danny Sanchez for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm)  

Jarrod Alexander from BG Automotive, Fort Collins, CO. Jarrod shares his experience with his first-ever training seminar on becoming a 'LEAN' technician.   Key Talking Points: Technician to trainer at ASA ColoradoAlways strives to be efficient technician, servicing customers Started to have health issues- forced to slow down and work smarter not harder Owner signed Jarrod up to teach- always wanted to teach and felt honored Attended over 100 training classes as a participant Nervous and terrified for the first 15 minutes of first class then experience clicked in and felt very comfortable and natural- positive interaction with participants “How to be a lean technician”Finding the times when you’re losing 5-15 mins in between parts/work orders/overstepping sold diagnostic times Look forward through the process before you start- have systems and processes in place prior, preplanned Organize toolbox and environment around you to manage time- everything has a home Takes the support of the entire team to make it work The goal of the class was to have it interactive with the involvement of participants In an 8 hour day if you save 5-10mins an hour you end up with an extra 45 mins to do another job or inspection Resources: Thanks to Jarrod Alexander for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com (http://www.aapexshow.com/)

Ben Johnson, Director, Project Management, Mitchell 1 ADAS training class- training is maintenance, instructors need the training to give a training class Full class- many was their first time hearing about ADAS  ADAS is not a “thing” it is industry generated category- each car company will use different terms for ADAS systems (ex: blind-spot monitoring), no standardization  Every technician is working on an ADAS even when they don’t realize it- removing the radar sensor for a different problem and reinstalling without calibrating could lead to bigger issue  Evolution of calibrations- dynamic to self-calibration  Emerging technologies- electrification of vehicle, the complexity of vehicle is happening mostly electronically  The best tool for technicians is experience ADAS is stepping stone to autonomous vehicles- the promise of fewer accidents and less deathIn the year 2016 study showed approximately 10,000 lives could’ve been saved with ADAS (lane departure, emergency braking system)      How do you teach a computer to have a brain?  Resources: Thanks to Ben Johnson for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visit www.NAPAAutoCare.com (http://www.napaautocare.com/) .

Bonus Episode 04 Coping with the Covid-19 Pandemic. Being involved to help the industry. What can I do to help you.   Email Carm HERE. (mailto:carm@remarkableresults.biz) Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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)

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) . Institute for Automotive Business Excellence  (https://www.iforabe.com/) .   Talking Points: Re-thinking parts margins based on pricing transparency from online parts sellers He doesn’t like the strategy that we need to re-think how we Consider what your parts and equipment suppliers do for you.Local availability Training Support of local and regional events We need to dictate how we run our business not the other way aroundWe have a lot invested in our shops Don’t let the online market to influence how you run your business If you buy parts from an online supplier you are helping them and hurting yourself Important links below: Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com (http://www.flexcheckauto.com/) to learn more.

Kelly Moore Dr. Kelly Thumm Moore has over 20 years of experience in the career-focused higher education industry. She currently serves at Campus President for Lincoln College of Technology – Denver, a career-focused college offering certificate and degree programs in the automotive and skilled trades fields. Her previous experience includes presidencies for Westwood College and Career Colleges of Chicago, institutions offering career-focused curriculums in allied health, IT, design, construction management, business, court reporting and paralegal. Dr. Moore began her professional career with Northern Arizona University and DePaul University in Student Affairs, General Counsel, Business & Finance and Internal Audit departments. She currently serves on the Board of the Colorado Chamber of Commerce and Colorado Association of Career Colleges & Schools (CACCS).   Dr. Moore holds a doctorate in higher education management from the University of Pennsylvania, an M.S. in public service management and a B.A. in history from DePaul University and a paralegal certificate from Roosevelt University. Key Talking Points: Colorado changed legislation 3 years ago Require high schools to talk about opportunities after HS beyond a traditional 4-year college degree Sponsored by a legislator who owned a construction company that couldn’t find employees Mid 1980s-1990’s high schools change out automotive shops to computer labs- took away opportunity and exposure A shift from focusing on college preparedness to workforce development- internships, apprenticeships, etc  On-campus events for students and parents- annual car show, community events, open houses Two critical ages when kids are thinking about their future- 6th grade and 10th grade, parents can ignite their passion by giving them plastic engines to build and run and look into hands-on summer camps Retention- the majority of students go to dealerships because readily available (dealerships attend career fairs more than independent shops) Encourage more people to join industry especially women- Women student population grew from 5% to 8% Resources: Thanks to Kelly Moore for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com (http://www.aapexshow.com)

Bryan Gossel, BG Automotive, Fort Collins, CO. Brian’s Previous Episodes (https://remarkableresults.biz/?s=Bryan+Gossel) . Key Talking Points: Started as technician and service writerNo structure, education, or much training from shop owner Owner didn’t see value in outside training Bryan exemplified natural leadership, intuition and communication  Partnered together to also buy motorcycle parts and accessory business- had to shut down in 2001  Worked in european shop as technician across street   Stopped being afraidWanted to become shop owner- bought business and is now a multi shop owner Worked 6am-6pm, ate dinner with family then went back to shop from 9pm-3am for years  Signed up for ATI training program- changed business (margins and labor rates), still part of program Struggled hiring at first- trial and error, now has hiring manager Phil that fills in his weaknessesIf employees don’t know they’re getting let go then you failed as manager- write employees up, hold them accountable, should never be surprised  Hard letting go of day to day technician duties- has right team in place to work on business    AdviceListen sooner, pay attention and implement what you learn If you’re not changing you’re not growing, if you’re not growing you’re dying Resources: Thanks to Bryan Gossel for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visit www.NAPAAutoCare.com (http://www.napaautocare.com/) .  

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) . Key Talking Points: Why do shops put other shops down?Possibly they don’t know where the next job is coming from They don’t have a value proposition for the customer so negative talk persists Bottom feeders will do anything and say anything to capture a sale There is no secret sauce to protect. Networking is the rule! Observe other companies on how their systems and processes work. Take ideas back to your company As independents we are nimble, we can make quick changes vs the big corporate players Always be learning and look for the small improvements that over time will have a big impact on your business Important links below: Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com (http://www.flexcheckauto.com/) to learn more.

Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes (https://remarkableresults.biz/?s=%22Carolyn+Coquillette%22) . 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://diag.net/) Key Talking Points: Carolyn did a presentation at Vision 2019 “Don’t trust me, how to empower customers to value your service.” Better communicate with customer There is no such thing as perfect communication Scott has a presentation on how to best present knowledge and information to the customer (media, photos)  Communicating complex problems on vehicles to customers (what are you doing, why you are doing it and what are results). Documentation of process. Communication can’t be perfect, always a work in progress   Customers need to understand the quality of the facility and services and why the pricing is set in place. Peace of mind.  Ultimately the car is the customer’s problem. The car is passing through the shop and the shop becomes the middle man. Easy for customers to be upset instead of appreciating the help to get the car back on road.  People read approximately 300 yards of social media a day- always consuming information, customers need to be educated. I can’t assume customers don’t want to know information or details about their vehicles.   The fine line between communication and overwhelm- the goal is comprehension with the customer. Data should speak for itself and tell a story. Customers often prioritize issues with vehicles and leave other issues pending.  Training is maintenance, people don’t know how we make our sausage Technology is moving at a rapid rate in vehicles, shops need to continue to train or be left behind Shops are willing to share more than ever and help other shops- changing industry Resources: Thanks to Scott Brown and Carolyn Coquillette for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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 AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and...

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) . Key Talking Points: Striving for greatness and setting bar too high for small 3 bay shop Expected employees to have an owner mindset, needed to adjust in order to grow business As the owner you need to continue to make moves to stay out of day to day business, components of business is your staff- how do you manage/give incentive/encourage/discipline them based on size of shop Leader of business- make sure you are doing what is good for the most amount of people in business, staff entrusts owner to create and maintain a positive work environment Adjust insurance packages/life insurance/retirement contribution/IRA to 401K as business grows Surround yourself with people that can counteract your weaknesses Will you be happier with the existing 800K shop vs 1M shop? Resources: Thanks to Kirk Richardson for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com (http://www.napaautocare.com/) .  

Kevin Lekas is the Project Manager for Special Testing Programs at ASE. Kevin's previous episodes (https://remarkableresults.biz/?s=kevin+lekas) . Key Talking Points: myASE renewal app is now branded ASE Renewal APP One year in development and testingThere are about 2,000 techs already involved and another 4,000 ready to get on board www.aserenewalapp.com (http://www.aserenewalapp.com) Certify without going to a testing center Automotive certifications only at this time A1 - A9   Participation is you are expired, nearing or currently certified The APP will have some new tech questions There will be second and third chance questions that will be similar to the one you did not get correct Designed for a 12 month cycle Certification Without Expiration Future:L1 is being looked at. A challenging project that they are considering G1 Important links below: Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com (http://www.flexcheckauto.com/) to learn more.

Scott Shotton has over 25 years of technical experience in automotive repair shops. As the owner of The Driveability Guys, Scott performs mobile diagnostics and reprogramming for local repair shops in the DeKalb Illinois area as well as industry training around the United States and Canada. He was also one of the four trainers for the Illinois EPA’s vehicle emissions testing program. Scott has been an automotive instructor at Kishwaukee College since 2009. Prior to Kishwaukee College, Scott was adjunct faculty at the College of DuPage for 7 years. He has a degree in Automotive Service Technology as well as many hours of training by manufacturers and independent training entities. Scott is also recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. Scott has written many technical articles for Motor Age and Gears magazines. Scott became an ASE Subject Matter Expert (SME) in 2017. Scott currently maintains 21 ASE certifications including Master Automotive Technician, Master Truck Technician, A9, L1, L2, L3, Alternate Fuels and more. Scott's previous episodes  (https://remarkableresults.biz/?s=scott+shotton) . TAC talking points Silver bullets- pattern failure, silver bullet is the fix to that problemFailures in vehicles 10 years old- 13% were P0420, 10% were P0171/P0174, 8.2% P0401 (76% were Ford vehicles Cannot gamble with silver bullet fix, silver bullet gives you direction but still need to test and prove root cause of car, saves time by narrowing options, reduce comebacks and retain customers   Getting silver bulletsExperience  Manufacturer technical service silver bullet  Internet- can find good sources and bad sources online    Resources: Thanks to Scott Shotton for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Learn more about NAPA Smart Sign and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com (http://www.napaautocare.com/) .  

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) . Key Talking Points: Gallop poll says 70% of employees are not engaged in the business they work for Reflect and identify a disengaged employee. Take note:Quick to complain First to see the bad parts of their job Complain about their co-workes Do the basic/bare minimum in their work duties Not willing to cooperate to find solutions Fight the needs of the business Quick to tell people that they are not happy Not friendly to be around Don’t show at social events or team building. Loner. They quit your business but keep getting a paycheck from you. They stay. 12% of happy workers are more productive than those that are not The productivity of your business is dependent on happy employees The biggest factor is the employee’s relationship with their bossAre you the tripping point of disengaged employees? The culture of our business, first and foremost, drives happy employees, customers and owners Step back and make sure you (owner) is not the problem Speak to your key people and find out why they like to come to work each day Fall back in love with your business. Find your pride Learn from others Important links below: Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most...

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)

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) . Key Talking Points: Zero dollar customers Moved to one location 2 miles down road Specifically target marketing customers based on database information (how many cars they had, what their purchases were etc) Noticed in first quarter they were getting a lot of zero dollar bills (car making noise, checking brakes, checking front end etc) then leaving without repair. Get repair and different shop or do repair themselves. Average RO started to drop. Started to understand behavior of customers when they come in and find out what they really want Zero dollar customers can have huge effect on shop’s productivity Discount if work is done at shop or ask them if they want to leave their car Resources: Thanks to Tom Palermo for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com (http://www.napaautocare.com/) .

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/) . Key Talking Points: We are in a knowledge-based business Your billed hours are a productivity measurement Sales is an activity measure Net profit is created by being productive What is your productivity level/measure in your shop Average needs to be 2.5 hours per RO The industry is coming in at 1.4 and 1.7 per RO What is your business mix?Commercial / Consumer Take the total labor revenue you billed last year divide by your labor rateYou get the number of billed hours you sold Take the number of RO and divide by that number (billed hours sold) Improved average hours of billed labor will build your net profit. Productivity creates net profit Activity just keeps you busy  Important links below: Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician...

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...

Jack Weaver is a custom car builder of 25+ years and the owner of Acme Chop Shop. He started teaching the art of custom auto restoration at Kustom Built Cars (KBC). Kustom Built Cars was started out of Jack’s love and enjoyment of custom cars and hot rods. He wanted to be able to continue a legacy for our generations to come. So he and his friends got together and came up with this awesome workshop so that future car builders of the world could come and learn the fundamentals of restoring a custom car from the ground up. The leader of our program wanted to share his story with you all so you can see how this idea became a reality and how it can for you too! www.kustombuiltcars.com (https://www.kustombuiltcars.com)   Key Talking Points: A hot rod restoration shopkustombuiltcars.com Needed more help and started teaching kids so he could hire, started to teach on a larger scale Workshop- started with weekend workshops then evolved into the 5-month program, mostly 18-20 years old  Build hot rod truck from start to finish during 5-month hands-on program then sell truck and money goes back into the program Students leave program excited about the industry, can be very trainable for potential employer Wants to stay in touch and stay connected with graduating students Resources: Thanks to Jack Weaver for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. (https://remarkableresults.biz/listen/) Find every podcast episode (https://remarkableresults.biz/episodes/) . Every episode segmented by Series (https://remarkableresults.biz/series/) . Key Word Search (https://remarkableresults.biz/tag-cloud/) . Love what we do? Buy Carm a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. (https://remarkableresults.biz/insider/) Buy Carm a Cup of Coffee  (https://www.buymeacoffee.com/carm) Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com (http://www.napaautocare.com/) .

Ben Johnson, Director, Project Management, Mitchell 1 Key Talking Points: Some companies challenges is its own success Business start with a vision and a why Over time we tend to not focus on your why but our what If you look at your competition and feel you have to duplicate or mimic what they are ding and it doesn’t fit into your why then don’t do it. If you live your WHY then the money will come   Important links below: Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com (http://www.flexcheckauto.com/) to learn more.

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: You need a CEO mindset You need to move to the next level of the new aftermarket You need to view your business from the 10,000-foot level It takes time to learn this new role/position You must ‘RE’ your business Re-New the business model Re-Learn the business Re-Tool the business Re-Certify your standards Re-Professionalize the business The mindset of Change. Five bridges the CEO needs to cross Ability to manage change The structure that supports the execution Right people in the right place Alignment of owner priority. Walk the talk Shop wide coordination and cooperation. Team. Respect every position Any size shop needs to find their desire of where they would like to be These CEO disciplines work for any size business Resources: Thanks to Bob Greenwood for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers.  Web Site: http://www.aaec.ca (http://www.aaec.ca) Greenwood Motor Age Magazine Articles: http://www.searchautoparts.com/motorage/author/bob-greenwood (http://www.searchautoparts.com/motorage/author/bob-greenwood) Greenwood Garage Videos: https://www.autoserviceworld.com/video-series/greenwoods-garage/ (https://www.autoserviceworld.com/video-series/greenwoods-garage/) Facebook: https://www.facebook.com/vehicleim (https://www.facebook.com/vehicleim) (https://www.autoserviceworld.com/video-series/greenwoods-garage/) Leave me an honest review on (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you...

Ken Criste is the Chief Financial Officer of the Australian Bank division of National Australia Bank. In addition to this fulltime role, Ken is a passionate car owner and collector and has a 50% equity ownership in an Independent BMW & MINI workshop in Melbourne Australia “BM Performance Centre”. This ownership with Mark Higgins blends his passion of cars with that of building and growing a small business.  He has an Undergraduate Degree in Banking and Finance from Victoria University, an MBA from Melbourne University and is a graduate of the Advanced Management Programme at Harvard Business School. His passions outside of work include snow skiing, car racing and vehicle restoration and spending time with his family. As a side note, his passion for skiing has led him to pass his level 1 and 2 Canadian Ski Instructor exams. Check Ken's other episodes (https://remarkableresults.biz/?s=Ken+Christie) . Mark Higgins is the Co-Owner of BM Performance Centre and is an experience BMW Mastertech. His experiences have brought him to New Zealand, US, and the UK. He is already in the business for 8 months and has set the roles and responsibilities of the shop. He has worked before as a workshop manager and a BMW Diagnostic Technician. Check Mark's other episodes (https://remarkableresults.biz/?s=Mark+Higgins) . Key Talking Points:Original episode (https://remarkableresults.biz/captivate-podcast/e379/) Review the new business success Made a slight pivot and added VW to their specialty BMW and Mini. The business has grown successfully Mark had a friend who they brought in to do VW Ken wrote the business case and he is happy with how it has turned outSales volumes are slightly higher than the plan and margins are slightly lower VW volume is 50/50 in the last 6 months Labor rate the same as when they started in the last 18 months $175 A 50/50 partnershipIt works by empowering the role and responsibility Ken has had to learn to back off. He does the financials and has helped Marked learn it Mark is still turning wrenches until he gets another tech in They are starting to replay the equity they invested The business has been cash flow positive without paying the rent to Ken  To grow their VW/Audi business they used a card drop and Facebook Growth with an equity partner Don’t get overfocused on KPI’s without putting the customer at the center Resources: Thanks to Ken Christie and Mark Higgins for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library  (https://remarkableresults.biz/books/) . Leaders are readers. Leave me an honest review on (https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4) . Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee (https://remarkableresults.biz/coffee/) . Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and...

Steve Finzel, Finzel’s Master Tech, Terre Haute, IN is not a happy camper as it relates to transmission fluid. You may just relate to his rant or maybe even offer some advice. Listen to the frustration Steve has over transmission fluids. Find Steve's previous episodes (https://remarkableresults.biz/?s=%22Steve+Finzel%22) . Talking Points So many transmission fluids Low viscosity and High viscosity are the major difference in the man fluids Getting information has been tough. LV MV are the codes. What can be used If we can’t stock all the different fluids why can’t we get information on what to use CVT fluid is green. Honda says to use the blueWhen you order it you’ll find it is yellow All too confusing Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com (http://www.flexcheckauto.com) to learn more.

FTR 081 Brian Sump - Never Let Your Foot Off The Pedal Multi-shop operator Brian Sump from Avalon Motorsports and Ubran AutoCare brings a whole lot of passion to this episode as he shares some self-reflection on a rocky time he experienced and what he learned. He says that you’ve got to review what works and keep the pedal to the metal. This is a great lesson in making small changes and pay attention to the results. 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 four locations. Listen to Brian’s previous episodes (https://remarkableresults.biz/?s=Brian+sump) Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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) Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com (http://www.flexcheckauto.com) to learn more.

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. Matt Fanslow’s Previous Episodes  (https://remarkableresults.biz/?s=%22fanslow%22) . Talking Points:At Matt's shop they create a three-fold flyer on any new equipment the shop buys and get it to the local shops Shops do take advantage Matt has shops take advantage of diagnostics and programming He does not loan the tool but does the work that the tool is used for He gives free adviceOn what tools he would use or area to look at Potential for referrals Some problems are very basic and that means there is a training/knowledge gap Sometimes young techs are thrust into a situation without the knowledge and proper equipment Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. 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)   Savvy shop owners use vehicle inspections to find additional work on a vehicle that the vehicle owner may not know is needed. The most successful shop owners fully inspect every car, every time. It benefits the vehicle owner more than the shop because most vehicle owners want their autos to be reliable. FlexCheck Auto takes the power of a shop’s inspection process and puts it in the palm of your technician’s hand so that pictures, video, and vehicle-specific notes about a vehicle’s condition can be shared quickly with vehicle owners. It improves technician efficiency in the bays, service writer efficiency at the counter, increases average repair order and builds trust with vehicle owners. Today’s vehicle owners want to receive their vehicle’s health status electronically, this makes FlexCheck Auto the most transparent way to do sell auto repair. Try it for free for 30 days! Go to FlexCheckAuto.com (http://www.flexcheckauto.com) to learn more.