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The Toolbox is Last to Leave, First is the Heart

By Joe Marconi in Joe's Blog
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It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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Executive Orders - Taxes and IRS Updates - Business By The Numbers
By carmcapriotto

Thanks to our partners, NAPA TRACS and Promotive
Welcome to this episode of Business by the Numbers! Host Hunt Demarest, CPA, explores the recent IRS developments and what they mean for business owners, taxpayers, and accountants alike. With executive orders, funding cuts, and shifting policies, there's plenty to unpack about the future of the IRS and tax compliance.
Key Takeaways:
IRS Funding Cuts: The Inflation Reduction Act promised $80 billion for the IRS, but political maneuvering and budget cuts have significantly reduced this allocation. Commissioner Resignation: The departure of the IRS commissioner raises questions about future agency direction and efficiency. Audit Frequency Impact: With fewer agents and reduced funding, audits for wealthy individuals and large corporations are likely to decrease. Taxpayer Challenges: Delayed refunds, processing slowdowns, and a backlog of cases could worsen due to IRS understaffing. Emerging Trends: Discussion on potential international tax changes and the possibility of an "External Revenue Service" impacting U.S. tax revenue collection. https://www.projectfinance.law/publications/2025/january/trump-executive-orders/ https://waysandmeans.house.gov/2025/01/23/president-trumps-cease-and-desist-to-irs-protects-middle-class-families-and-small-businesses-from-irs-audits-and-weaponization/ https://moneywise.com/a/ch-synd/irs-asks-for-more-funding_1737633682545
Thanks to our partners, NAPA TRACS and Promotive
Thanks to our partner, NAPA TRACS
Did you know that NAPA TRACS has onsite training plus six days a week support?
It all starts when a local representative meets with you to learn about your business and how you run it. After all, it's your shop, so it's your choice.
Let us prove to you that Tracs is the single best shop management system in the business. Find NAPA TRACS on the Web at NAPATRACS.com
Thanks to our partner, Promotive
It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.
Paar Melis and Associates – Accountants Specializing in Automotive Repair
Visit us Online: www.paarmelis.com
Email Hunt: [email protected]
Download a Copy of My Books Here:
Wrenches to Write-Offs Your Perfect Shop
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/
Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/
Click to go to the Podcast on Remarkable Results Radio
Making Great First Impressions [E137] - The Auto Repair Marketing Podcast
By carmcapriotto

Thank you to our friends at RepairPal for providing you this episode. RepairPal’s Certified
Network of shops are trusted by millions of customers each month. Learn more at
RepairPal.com/shops
Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.com
Are your customers getting the right first impression of your shop? In this episode, Brian and Kim Walker explore how to make every touchpoint count, from your website and Google Business Profile to your waiting area and phone calls.
With personal stories and practical tips, they’ll guide you through the customer journey, sharing ways to improve everything from cleanliness to communication. You’ll even hear about Kim’s checklist for first impressions and why small details—like a fresh-smelling lobby or updated photos—make a big impact.
Get ready to see your shop through fresh eyes and take steps to leave a lasting impression. Tune in now!
Thank you to our friends at RepairPal for providing you this episode. RepairPal will help you
grow your auto business and you can learn more at RepairPal.com/shops.
Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.com
Lagniappe (Books, Links, Other Podcasts, etc)
https://www.autoops.com/ - Online Scheduling for Auto Shops
https://shopmarketingpros.com/ep-131-branding-your-shop-as-a-concierge-auto-repair-shop/ - Branding Your Shop As A Concierge Auto Repair Shop
https://shopmarketingpros.com/ep-108-part-4-a-service-advisors-take-on-customer-retention-with-michael-doherty/ - Part 4 – A Service Advisor’s Take on Customer Retention with Michael Doherty
https://remarkable.com/ - Remarkable notebook
Show Notes with Time Stamps
Introduction to the Podcast (00:00:01) The podcast episode begins with an introduction to the Auto Repair Marketing Podcast. Welcome and Topic Introduction (00:00:10) Brian Walker welcomes listeners and introduces the topic of making great first impressions in auto repair. Secret Shopper Concept (00:01:03) Kim discusses the idea of offering secret shopper services to evaluate first impressions in auto repair shops. Frog in Boiling Water Analogy (00:01:20) Brian uses an analogy about a frog in boiling water to illustrate how business owners can overlook issues. Personal Experience with Shop Cleanliness (00:02:26) Kim shares a personal story about noticing cleanliness issues in her shop after sitting on the floor. Origin of the Episode's Topic (00:03:13) Kim explains that the episode's topic originated from a class she taught about hosting events in auto repair shops. Creating a First Impression Checklist (00:04:08) Kim mentions her intention to create a first impression checklist based on customer journey insights. Importance of Online Presence (00:04:51) Discussion shifts to how potential customers first experience a business online, including websites and Google profiles. The Grunt Test (00:06:39) Brian explains the "grunt test," where a stranger should easily understand what a website is about. Evaluating Website Impressions (00:08:04) Kim emphasizes the importance of assessing what feelings a website evokes in potential clients. Social Media's Role in First Impressions (00:10:12) The conversation covers how social media contributes to first impressions and customer perceptions. Content Strategy and Audience Alignment (00:12:08) Brian shares a client's unconventional marketing strategy and the importance of aligning content with audience expectations. Google Business Profile Importance (00:12:59) Kim highlights the significance of maintaining an accurate and complete Google Business Profile for attracting customers. Customer Experience in a Hurry (00:14:01) Kim discusses how potential customers often search for auto repair services quickly, emphasizing the need for accurate information. Improving Waiting Area Appearance (00:15:02) Discusses the importance of updating photos of the waiting area to enhance customer impressions. The Importance of Phone Etiquette (00:15:38) Emphasizes listening to phone calls to ensure service advisors are friendly and professional. First Impressions Over the Phone (00:16:38) Highlights how the tone and manner of answering calls can significantly impact first impressions. Customer Experience During Calls (00:17:18) Explores the importance of a welcoming greeting and attentive service during phone interactions. Listening to Recorded Calls (00:19:22) Encourages shop owners to review recorded calls to improve customer service quality. Customer Experience in Shops (00:21:36) Discusses a personal anecdote about poor customer service and its impact on first impressions. Evaluating Online Scheduling Experience (00:24:26) Stresses the importance of user-friendly online scheduling systems for customer satisfaction. Drive-By Assessment of Shop Appearance (00:26:23) Encourages shop owners to evaluate their business from a customer's perspective for first impressions. Parking Lot and Vehicle Presentation (00:27:27) Discusses the significance of a tidy parking lot and appropriate vehicles for attracting customers. Signage and Branding Consistency (00:29:03) Highlights the importance of maintaining updated and clear signage to reflect the brand accurately. The Story of the Old Shop (00:29:52) Brian shares a humorous anecdote about visiting an old shop and its rundown appearance. The Importance of Cleanliness (00:30:46) Discussion about how exterior cleanliness impacts first impressions in auto repair shops. Creating a Welcoming Atmosphere (00:31:27) Kim emphasizes the significance of the waiting area’s atmosphere and sensory experiences for customers. Sensory Experiences Matter (00:31:47) Exploration of how smell and touch affect customers' perceptions in an auto repair shop. Comparing Experiences (00:34:29) Kim discusses how customers compare their experiences to other businesses like Chick-fil-A. Details Matter (00:35:28) Highlighting the importance of small details in creating a positive customer experience. Creating a Family-Friendly Environment (00:36:55) Discussion on accommodating families and making kids feel welcome in the shop. Comfort in the Waiting Area (00:38:39) Brian stresses the need for comfortable seating and a welcoming environment for customers. Responsibility for Cleanliness (00:39:23) Discussion on who is responsible for maintaining cleanliness in the shop. Bathroom Cleanliness (00:40:20) A personal story about the poor state of a customer-facing bathroom and its impact. Thoughtful Amenities (00:41:24) Kim talks about providing thoughtful amenities for female customers in the bathroom. Impression of Cleanliness (00:43:19) Discussion on the importance of maintaining high standards of cleanliness in customer-facing areas. Shop Area Cleanliness (00:44:11) Importance of maintaining a bright, clean, and organized shop environment for clients and staff. Efficient Shop Layout (00:45:02) Discusses the necessity of an efficient layout to enhance workflow and client experience. Client Interaction (00:46:05) Emphasizes tailoring conversations with clients based on their vehicle ownership goals. Permission for Inspections (00:47:58) Importance of asking for permission to perform inspections to enhance client trust and experience. Client Follow-Up (00:48:59) Discusses the significance of following up with clients post-service to ensure satisfaction. Team Appearance (00:49:48) Highlights how professional attire of staff can impact first impressions on clients. Importance of First Impressions (00:50:45) Stresses that consistent positive impressions lead to long-term client relationships and referrals. Final Thoughts and Checklist (00:50:46) Introduction of a PDF checklist for staff to enhance awareness of shop cleanliness and organization.
How To Get In Touch
Group - Auto Repair Marketing Mastermind
Website - shopmarketingpros.com
Facebook - facebook.com/shopmarketingpros
Get the Book - shopmarketingpros.com/book
Instagram - @shopmarketingpros
Questions/Ideas - [email protected]
Click to go to the Podcast on Remarkable Results Radio
Episode 201 - Revolutionizing Auto Tech Training With Today's Class
By Changing The Industry

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Artificial Intelligence: Friend or Foe? A Shop Owner’s Guide [THA 416]
By carmcapriotto

Thanks to our Partners, NAPA TRACS, and Today's Class Discover how to harness AI tools effectively in business with two experts from Optimize Digital Marketing. They share practical tips on using AI to streamline operations, generate creative marketing ideas, optimize SEO, and improve customer interactions—all while maintaining a personal touch. Learn how to balance AI’s efficiency with human creativity and judgment, avoid pitfalls like bias and plagiarism, and make AI work for you without losing authenticity. Doug Robison, Director of Sales and Partnership, Optimize Digital Marketing Jordan Greene, Director of Product and Partner, Optimize Digital Marketing Show Notes Watch Full Video Episode Discussion on AI (00:00:00) "Add You to It" Concept (00:02:13) Cautions with AI Use (00:03:56) AI in Customer Interactions (00:05:08) Risks of AI Responses (00:06:18) Personalization in AI Responses (00:07:29) AI's Evolution (00:08:26) AI's Historical Context (00:09:23) Logistical Challenges of AI (00:12:09) AI in Automotive Industry (00:13:11) AI's Role in Marketing (00:14:01) Best Practices for Using AI (00:15:51) Emotional Tone in AI Prompts (00:16:49) Adapting AI for Different Roles (00:17:16) Gemini AI and Source Validation (00:19:59) Caution with AI Outputs (00:21:08) AI's Role in Enhancing Efficiency (00:22:05) Plagiarism Concerns in AI Usage (00:23:00) SEO and AI Integration (00:26:07) Human Oversight in AI Use (00:29:09) Veterinary Analogy in Customer Relations (00:34:29) The Importance of Charging Appropriately (00:34:52) AI as a Virtual Assistant (00:36:10) Utilizing AI for Problem-Solving (00:37:25) AI in Education (00:37:51) Enhancing Communication with AI (00:39:07) Efficiency Through AI (00:39:38)
Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on X: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
Click to go to the Podcast on Remarkable Results Radio
How To Trigger An Audit [E154] - Business By The Numbers
By carmcapriotto

Thanks to our partners, NAPA TRACS and Promotive
Welcome to this week’s episode of Business by the Numbers with Hunt Demarest, CPA. Today, we’re taking a deep dive into how certain actions or oversights could put you at risk for an IRS audit. By understanding these triggers, you can better safeguard your financial health and avoid unnecessary complications.
Learn about common mistakes like underreporting income and how they can put you on the IRS’s radar. Discover how gambling winnings and losses can attract scrutiny. Explore why industries like art, wine, and horses often face extra attention from the IRS. Understand why amending a Schedule C return can almost guarantee an audit. Tips to avoid an audit, such as maintaining accurate documentation and working with knowledgeable tax professionals.
Stay informed to protect your business and personal finances from unnecessary IRS scrutiny.
Thanks to our partner, NAPA TRACS
Did you know that NAPA TRACS has onsite training plus six days a week support?
It all starts when a local representative meets with you to learn about your business and how you run it. After all, it's your shop, so it's your choice.
Let us prove to you that Tracs is the single best shop management system in the business. Find NAPA TRACS on the Web at NAPATRACS.com
Thanks to our partner, Promotive
It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.
Paar Melis and Associates – Accountants Specializing in Automotive Repair
Visit us Online: www.paarmelis.com
Email Hunt: [email protected]
Download a Copy of My Books Here:
Wrenches to Write-Offs Your Perfect Shop
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/
Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/
Click to go to the Podcast on Remarkable Results Radio