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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.)...
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...
Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes (https://remarkableresults.biz/?s=%22chris+cloutier%22) Jay Mikulovich is the founder and CEO of Revival Technology LLC. Technology has been a passion in Jay’s life from early childhood, all started by taking electronics apart and developed into coding and programming. After graduating university with degrees in computer science and business administration Jay, fueled by his entrepreneurial spirit, formed Revival Technology in 2006. He strongly believes when knowledge meets passion then there are no limits on what you can achieve. For as of technology being a part of the knowledge Jay looks at it as a tool that can revive businesses and bring them to the new level of success. Hear Jayy’s previous episodes (https://remarkableresults.biz/?s=%22jay+mikulovich%22) Key talking Points: Cybersecurity- has to be dealt with at a small business level, not just big businesses Policies and procedures in place to protect software, hardware, customer data, credit card data and vehicle data, contacts, even certain keyboards can be recorded Make sure you have segmented networks- customer network, main network, wireless device network (different lanes) Encrypted https “packets” Passwords- do not reuse the same passwords, every service needs a unique and different password. Mix of 13 different characters, not only 8. 8 character passwords can be hacked within an hour. If you use the same password over and over again then hackers will try to use it for multiple accounts. Browsers will also save passwords but it is not encrypted. Use professional encrypted software to manage your passwords. All of your computers should have virus protections with regular updates Opening random pdf’s and attachments in emails that look suspicious can be a virus. Educate and train your employees about ‘click bait.’ Are you expecting this email? Are you expecting this attachment? Email will often be worded to be very urgent. Your verizon/switch/ISP firewall is not going to be enough to protect business. As a business, if you get hacked, it is required by law to report it Get cybersecurity insurance Ransomware- cyber hackers want money in order to ‘remove’ ransomware or get data back$20,000 ransom for getting data back is considered cheap If data is cloud based it’ll cost you time and some money to reinstall software but if a car gets infected with ransomware (example brakes don’t work anymore) then the customer cannot drive it and it won't be a simple fix. Autotex.me website (https://www.autotext.me/). Revival Technology Website (https://revivaltechnology.com). Resources: Thanks to Chris Cloutier and Jay Mikulovich 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/). Be socially involved and in touch with the show: Email (mailto:carm@remarkableresults.biz) Join the...
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,...
Jamie Carlson is an Owner at Ervine’s Auto Repair and Grand Rapids Hybrid. Look for Jamie's other episodes (https://remarkableresults.biz/?s=Jamie+Carlson). Rachael Wacha, City Auto Repair, Gainsville, FL. Rachael Wacha was born and raised in Gainesville, FL. Her career started in the Salon industry, then to writing home and auto insurance coverage. In 2010, she started working for her father at City Auto Repair, Inc. It didn’t take her long to fall in love with the business. By 2012, she had doubled sales in a year. In February 2013 Rachael was written about in a nationwide automotive magazine. Since then, Rachael went from managing the business to owning it in 2016. City Auto Repair is a AAA approved repair facility. Rachael is currently the President of the Automotive Service Association in the Gainesville/Ocala area. Rachael is extremely passionate about educating women in automotive repair, which is why she started hosting free Car Care Clinics, “Lipstick and Dipsticks” for women. Look for Rachael's other episodes (https://remarkableresults.biz/?s=Rachael+Wacha). 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. Check Emily's previous episodes (https://remarkableresults.biz/?s=Emily+Chung). Key Talking Points: Marketing to women Clean environment when customers walk in- first impression, cleanliness is a part of sales, also for your employees Adding cleanliness and masculinity into business Attracts the customer (male or female) that will be the most satisfied with the quality of service you offer Inspire women to post on google reviews Market yourself if women business owner Free car care clinics for men/ women- checking fluids, changing tires etc. Educate and empower them. Advice for margins/cost management and becoming profitable Find a coach/smart group/ 20 group/networking group When you become profitable you are able to pay technicians more Not getting hung up on “list price” from part supplier Margins are going to be all different dependent on your area- goal is to keep and gain customer, sometimes have to adjust margins Value of part that is charged- warranty and safety Business during the pandemicContinue to wipe down cars and steering wheels Shopware-contactless business, digital communication Touchless doesn’t mean voiceless or that you aren’t going to build a relationship with them Changing the hiring process using Zoom Zoom interview with everyone in shop- takes about 2 hours Allows other employees to have say in interviewing process Can also do work trials or video resumes Resources: Thanks to Jamie Carlson, Rachael Wacha, and Emily Chung 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...
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)
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
Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth. Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry. Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes (https://remarkableresults.biz/?s=%22Ryan+Clo%22). Key Talking Points: Would your organization crumble if you stepped aside?Processes, employees, systems in place for day to day duties How has your business changed in the last 3 years?Technology (DVI), dynamic management system, integrating software If you could send a message to yourself 10 years ago, what would you tell the younger YOU?Raise your prices, hire the best possible help, spend on marketing, take on debt head-on If you could pick up a new skill in an instant what would it be?Marketing video content Recently fired a customer? The reason?Fixed accident damage but still wasn’t driving right, the owner didn't want to authorize more. Gave money back to the customer. Situations like this come down to what you promise a customer. What drives you?Being A-type personality, a strong need for efficiency, and productivity. Enjoys problem-solving and being organized. Plan your day out with a google doc or calendar as a base- reassess and reprioritize when needed Biggest mistakes?Understanding value-focused and not price-focused Manage work-life harmony Balancing business so the owner is not doing all the tasks and jobs Your biggest learning momentWorking with a coach- benefits your business, employees, and customers How did you decide to become a shop owner?A hobby that became the only source of income. And people wanted a mechanic they could trust. Last update on the website?Updated for COVID-19 Most recent updated to processes/systemsBusiness is like a tire, always something that happens- always tweaking processes and systems Dream carPorsche 959 Latest book?“Zero to One” Peter Thiel Learning from startup companies- create something from nothing New technology added to the business? Text to pay system The secret to conducting a good job interviewIs this the right fit for them? Avoid bad hire, is this right move for you? Is this position on your career path? Ever make a major pivot in business? Started as a trade person and hurt back- hired partner but didn't work out, hired a coach and started working on the business than in business COVID-19 pivoting Resources: Thanks to Ryan Clo 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:
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
The Panel: Lauren Anderson is an Executive Assistant to her dad at the eight location Victory Auto Service in Minneapolis, MN. In her position, she gets the opportunity to learn all aspects of the business, through her dad’s experience and perspective. Her dad, Jeff Matt (https://remarkableresults.biz/?s=%22Lauren+Anderson%22). Leigh Anne Best has been the Marketing Director and Customer Experience expert at Mighty Auto Pro for the past 11 years. She is also the Co-Founder of Brakes for Breasts and serves on the Advisory Board of an industry magazine and is on the AAA Approved Auto Repair Advisory Board. A great feature of Might Auto Pro is a special women’s event that Leigh Anne holds called Women, Wheels & Waffles. These are very popular events. Listen to Leigh Ann's previous episodes (https://remarkableresults.biz/?s=Leigh+Anne+Best). Mike Dela Cruz is the National Sales Manager of Broadly.com. A company who is helping businesses in the automotive aftermarket get positive reviews and making them look good online. Key Talking Points: Some Fake Reviews come from:Disgruntled former employees Competitor looking to discredit your reputation online (could be an act of desperation)An inherent ethical problem in our business that pulls everyone down (Carm) Many times the name of the reviewer is a pseudonym. It doesn’t look real. They are not frequent People will look at Google reviews to learn of a businesses reputation Fake reviews can upset you because they are not a real depiction of your business Potential customers will read them. If you have more four and five-star reviews they can weight on the occasional one or two-star or fake reviews You take pride in your hard work building your business, however, you will get the occasional fake review. Suggestions on what to do:Always keep your response professional Be sure your headspace is proper Don’t defend yourself Present the facts. “You are not in my database.” Keep the emotion out of your reply Don’t make assumptions Do the research. Were they a customer Keep the response empathetic with an apology Provide a productive next step Mike suggests saying: ‘Thanks for taking the time to write a review or share your thoughts’. He suggests not to apologize if you didn’t do anything wrong Explain the core issues, but try to make it brief and straightforward. Leigh Anne’s number one source of new customers is Google. Google reviews can be critical to your reputation and growth People look for patterns in reviews and the responses from the owner Great or bad reviews present big opportunitiesYou must respond to everyone Show your transparency Make the customer a believer in your brand It takes some time for a person to write a review. It could take them 12 - 15 minutes. That justified why you need to spend time responding.How fast your send will also support the relationship and bond with the customer Don’t let fake reviews bother you. Just dial down your anger and deal with it Google will allow you to share posts Leigh Anne send a handwritten note to customers who send reviews thanking them for the great reviews When you are hiring the candidate will look at your reviews. Managing them and responding helps in your recruiting efforts and reputation. Resources: A special thanks to Lauren Anderson, Leigh Anne Best, and Mike Dela Cruz for their contribution to the aftermarket. 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
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 ...
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...
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...
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...
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
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...
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)
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....
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)
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)
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/) .
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/) .
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/) .
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/) .
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/) .
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/) .
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