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How do we handle a toxic employee? How long have we noticed their behavior and never addressed it? Is it hard for owners to let someone go that they hired and thought would be a great fit for the team? Dr. Dave Weiman, psychologist, and owner of Weiman Consulting explain the behavioral background of a toxic employee. Every business owner needs to listen to this episode! Key Talking Points Toxic employees- they know other people will pick up their slack and don’t care. It is almost impossible to change toxic behavior, but you can almost always change the production level on a positive team player employee. Toxic people have excuses for their behavior Red flags during hiring- behavioral questions, not following instructions in process. “Tell me about a recent success that you were directly involved in, what happened and why was it successful?” “Can you tell me about a recent professional disappoint and why it didn’t go well?” Do they only give themselves credit for success? Do they blame others for disappointment? You risk other employees leaving because you as an owner, are tolerating toxic behavior 20% at top of business- follow all the rules, self-motivated. 20% at the bottom- unhappy wherever they are, complain, “problem children,” 60% in middle that can be drawn up or down What are people doing outside of work? What do they value? “How do you pick the guys that go on Seal Team Six? Because they’re the best of the best of the best.” Graph: On one side (y-axis) is performance. On the other side (x-axis) is trust. A high performance & low trust person is a toxic leader and a toxic team member. Coachability- take in feedback and change, are they giving excuses? Are they missing the impact of the behavior? Do they not think they’re the problem? Are they motivated to change? Be clear about your values, what are the other employees doing to demonstrate those values? It can be hard to let someone go- you picked that person and hired him/her Address issues/concerns immediately- learn why it happened, what can WE do to improve this? Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books 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 HERE. Check out today's partner: 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 or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Trend # 1 - Almost no new techs coming in! Most workplaces have improved significantly over the last 50 years while the bays in many repair shops are nearly unchanged. The primary source of techs is gone – gas stations. Interest in cars down, largely due to the deterioration of the family, kids not working on cars with Dad. 96% of children in a two-parent household in 1960. 68% of children in a two-parent household in 2014. HOAs, zoning does not allow car repair. Trend # 2 - Almost no techs leaving, either! Larger need. Better pay. Better health. Better workplace conditions That tech you need may be just a few feet away. How can shops extend the retirement age Fewer hours, flexible schedules "What could we do here at the shop that would make you consider a later retirement? Anything at all!" Today, there is no need for detailed long-range planning more than two or three years out because things are changing so rapidly. Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Lean Six Sigma- two philosophies together. “Sigma” is a statistical word to measure variation. 2,000 cars per year= accept less than 1 comeback over 10 year period. Reducing variation- getting an oil change done, all experience is the same and the process is the same while encompassing the best practices. Comebacks because certain technicians work differently under one umbrella. Eliminating having certain techs working on certain jobs. Having the right environment for lean production- minimize the inefficiency in a production environment. Eliminating wasting time. Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Karim Morsli owner of Winkler Automotive in Gaithersburg, MD, is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership. He is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points The best thing you can do as an owner is leaving Edgar (26 years old) joined a coaching group- going to the next level, providing solutions and networking. Started as a technician, dove into training, and had the goal to be the shop foreman. If you don’t have a plan of action to achieve the goal it will continue to just be a goal without reaching it. Structure- store director- oversee the entire shop, lead service advisor, production director- shop workflow, and shop foreman. Moving from in training to store director- Interviewing Edgar- he was moving from corporate to independent, John saw desire and passion. Leaders continuing their own training and education- leaders are readers. You can’t expect your employees to pursue training for themselves if you don’t do the same. Disagreements need to be honest and transparent- blind spots happen Opening the second location- brand recognition from store 1, involved in community events and chamber meetings, placed new business where existing customers were living. Challenges- not knowing what you don’t know even with a successful first shop. Documented the challenges for store 2 to remember for store 3. Brainstorming for the future- the next ‘big thing’ is making what you have work better and more efficient. Training center facility for other shops in the area. Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: 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. AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm John Long started to gain more interest in vehicles and just after his 21stbirthday he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could. In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning. Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE. Mark Roberts is the owner of Schertz Auto Service, Mark also serves on the Board at Shertz Community Bank, is a Board of Director of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE. Edgar Reyes, Service Director, Schertz Auto Service, Schertz, TX. Listen to Edgar’s previous Episodes HERE Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Thoughts that daughters bring to the table- being an employee, not a ‘favorite,’ earn respect from peers (testing period), don’t be reactionary Learning to keep the status quo of the business and community while continuing to make improvements and grow Pop By Marketing- popcorn and coupon to local businesses Role definition prior to transition Transitional period and length- be prepared Encouraging respect Making the business your own- bringing a different perspective Transitioning daughter to be the face of the business- 60% of repairs are purchased by females Fluid trust- with customers and between father/daughter team, trusting employees to decide Be open to asking questions and have thick skin Lauren attended peer group meeting with her father which opened her perspective and realized she wanted to join the industry Be a learner. Everything is figure-out-able! Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more. The Panel Ashlan Kaplan, General Manager, Cannon Auto Repair, Cannon Falls, MN. Ashlan is Rich's daughter and has been around the shop since she was a kid. She enjoys continuing to learn all about the automotive business and looks forward to helping it grow and serve our local community for years to come! Outside of work she enjoys spending time with her husband, two kids: Lincoln and Sophie and two fur babies Simba and Nala. Listen to Ashlan's previous episodes HERE Rich Udenberg, Owner, Cannon Auto Repair, Cannon Falls, MN. Rich Udenberg brings 45 years of experience to the trade and our service personnel has over 45 years of experience in the industry. Lauren Anderson, Executive Assistant, Victory Auto Service, 9 Locations, MN. Listen to Lauren's previous episodes HERE Jeff Matt, Owner, Victory Auto Service, 9 Locations, MN. Jeff founded Victory Auto Service & Glass with a commitment to providing exceptional service to those in need of automotive repair and maintenance. Growing up in Minnesota, Jeff worked as an automotive technician before opening Victory Auto Service & Glass. Jeff had always dreamed of opening a shop where the customer always felt cared for, never felt taken advantage of, and always received the highest quality service at the best price. Victory Auto Service & Glass first opened our doors in 1997 with a small, one-bay shop in Spring Lake Park. We have been growing ever since, thanks to our loyal and supportive customers like you. Listen to Jeff's previous episodes HERE Click to go to the Podcast on Remarkable Results Radio

Key Talking Points The top technician in the shop had a motorcycle accident- probably won’t be able to turn a wrench again due to injuries but his career won’t end in the industry. UPDATE: Gofundme campaign has ended and raised $4,415 for Jimmy Gerontzos- he has returned to a full-time position with Andy's business Foreman position- increased productivity Pricing correctly- if you’re not increasing your pricing you are in danger to stay in business. Labor rate- set on what you need to charge to pay employees accordingly. Margin- set margin target and hold it Building your ultimate team- mission statement “price our services so we can make a profit and our people can work at a sustainable business” Tesla needs the aftermarket to service vehicles- cars are aging out and need repairs and parts Changing environment- you must have an enjoyable and compelling place to work for, start Monday positive, and celebrate Friday Gravity- younger people raised in a zero gravity environment due to parents. Everyone received trophies. You must introduce gravity a little at a time. Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover. Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com Andy Bizub, Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Growth Option: Satellite Location Wanted to grow, needed more production space, couldn’t expand. Options was buying second location or a satellite location Found office space with industrial area ½ mile away- former call center but had 20 ft ceiling and old garage doors Put his best technician to the satellite location All customers go to the original location Opportunity for more heavy line work, and alignment/tires and hiring Culture of teamwork to shuttle back and forth Has office space now and leases other spaces- offsets mortgage Creative thinking as a solution Up 63% last year Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Tom Grady founded Redhawk Auto Service in 2005 with the goal of providing the Temecula Valley with high-quality automotive service that emphasizes excellence, value, and convenience. Tom Grady has over 35 years of automotive industry experience as a former executive with Ford Motor Company and Nissan. He was also an automotive dealer in Orange County and New York. Mr. Grady has an M.B.A. degree and a B.A. in Economics. The Grady’s also own full-service hand car washes and founded Redhawk Hand Car Wash in 2003. Mr. Grady has been actively involved in the community through the Rotary Club and as the past Chairman of the Lake Elsinore Chamber of Commerce. Listen to Tom's previous episode HERE Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Mobile diagnostics- made personal flyers online, offered discounts in the beginning so the shop could see what he offered and view him as an asset. Word of mouth quickly picked up. Advice- having the proper “It” factor, basic fundamentals, you’re the expert and last resort for shops, Investments- start small with what tools you already have and add on as you go. Training- it is their future, training isn’t an “easy button.” Learn something new every day or else you are falling behind. ADAS- Brandon has secured a warehouse and will be investing in ADAS. Started experimenting making tools- interest grew and started using 3D printer, sells online Jarheaddiag.com Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: 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. AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Brandon Dills, Owner, Jarhead Diagnostics. Jarhead Diagnostics is a veteran-owned and operated automotive diagnostic company. The owner Brandon has an extensive background in both aviation and automotive diagnostic repairs. They specialize in advanced diagnostic strategies, as well as manufacturing and selling top-quality diagnostic equipment. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Team apathy- Is the owner being disengaged or having burnout? Maya Angelou quote - “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” If we don't care how the other person feels, we have failed. Showing you care with customers and employees Leadership role- make the people your passion Engagement survey- is there someone at work that encourages my development? Does my supervisor care about me as a person? Think about the last time you had an engaged server at a restaurant- how did that make you feel? What are your employee roadblocks? How can you remove that roadblock for them? How are you doing? How are we doing? How is the company doing? Performance management instead of reviews High priority interrupts- addressing and correcting issues immediately Hiring process-12 step process, 3-6 weeks, meetings, writing assignments, discussions. Are you passionate about customers? How have you wowed a customer? How did you make an upset customer, happy? DISC assessment. Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more. The Panel Jack Curran, G & C Tire and Auto Service, two locations, Chantilly and Manassas, VA. Listen to Jack's previous episode HERE Jim Hayes joined the United States Army after High School where he served with elements of the Intelligence and Special Forces communities. After completing his goals in the Army, he moved to the Monterey Peninsula, where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim transitioned to the automotive industry, where he currently serves as General Manager of Pacific Motor Service. Listen to Jim's previous episodes HERE Click to go to the Podcast on Remarkable Results Radio

Auto Care Woman of Excellence This award is presented annually to a woman who is a Women in Auto Care member and who has provided recent outstanding contributions to the auto care industry while demonstrating role model behaviors, leadership and commitment to the advancement of women. She is considered a rising star in the industry. 2021 Winner:   Anne Coffin, Director of Information Technology, Aftermarket Auto Parts Alliance, Inc Auto Care Woman of the Year This award is presented to a woman who is a leader, mentor, and role model who has made significant and outstanding contributions to the auto care industry. 2021 Winner:  Jilynna Greene, VP, Field HR Operations, AutoZone Female Shop Owner of the Year This award is presented annually to an outstanding female shop owner who demonstrates role model behaviors, leadership and commitment to the advancement of women. 2021 Winner:  Tara Topel, Owner, Topel's Service Center, Inc (See below for bio's) Key Talking Points Field operations- supply chain, talent acquisition Challenge- candidates have more options than ever with increased wages/flexibility. Environment and leadership creates an atmosphere that people want to stay in Coach/support person- it’s not an expense, its an investment for your business Community- technical/high school CADIA- center for automotive diversity advancement, there are underrepresented communities with potential. Safe area to ask the tough questions. Every level and every role needs to have a professional designation Girl Scouts- “Girl Event” 1,000 girl scouts with vendors and organizations Be visible and loud in your community- think about ‘career day’ at school, how many women are involved? The target audience is men- improving the business collectively with women leaders Impostor syndrome- overcome it and have the confidence to have a seat at the leadership table. Mentorship- Have one and be one. 85% of most promotions and development is from mentorship. Women are often mentored the least. Mentor happens naturally every day. “Just be cute or be a leader?” Female customers- over 50%, customers know their car better than anyone else, scheduling is key Discrimination against women on the counter is still prevalent- continue to provide customer service. There is still a lot more work to be done by women in the industry Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: 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 visiting www.NAPAAutoCare.com Anne Coffin, Director of Information Technology, Aftermarket Auto Parts Alliance, Inc. Anne is a 40 year Information Technology professional, with 35 years spent in the automotive industry. She currently works for the Aftermarket Auto Parts Alliance since 2015, as director of information technology. Her role at the Alliance has allowed her to work with the distribution center for the Alliance shareholders on software and technical needs, work with jobbers, stores and installers utilizing Alliance’s MyPlace for Parts tool, and work with Alliance headquarters to help provide best in class IT services for the shareholders. She has been particularly focused on increasing business knowledge in the technology world. Anne has been actively involved with the Women in Auto Care since 2006, focusing on women in the industry, especially in the areas of scholarship and mentoring. She was an inaugural member of the class of Women at the Wheel, sponsored by Aftermarket News in 2020. She earned her Automotive Aftermarket Professional in 2020. She was formerly the CIO, Technology and Marketing for Beck/Arnley Worldparts, Inc. and VP of Technology for the Beck/Arnley division of Uni-Select, Inc., as well as owning her own consulting business, with many large automotive and non-automotive clients. Jilynna Greene, VP, Field HR Operations, AutoZone. Greene has more than 20 years of experience in the human resources field. At AutoZone, she serves as the Vice President of Field HR Operations where she leads strategy and leadership development for Store Operations, Supply Chain, and Talent Acquisition. She has an extensive background in Human Resources including VP of Human Resources and Community Relations with Caesars Entertainment Corporation, Head of HR for Outback and other HR Leadership positions with companies like Aramark, and YUM! Brands (KFC, Taco Bell and Pizza Hut). She has a Master of Science in Human Resources Management from Troy University and a Bachelor of Arts in Telecommunications Management from Ball State University. Greene is an award-winning leader, Human Resources Expert, and an Amazon Best Selling Author. She has received The Most Powerful and Influential Women of Louisiana Award, Workforce Magazine’s Game Changer Award, and most recently The Women of The Year in Auto Care Award. Jil is also a community servant leader who serves as Executive Sponsor for AZ WIN (AutoZone’s Women’s Network), 2nd Vice President of the Girl Scouts (Heart of the South), Director of Programming for SHRM Memphis, Program Director for Jack and Jill Memphis, and a member of Links Inc. and Delta Sigma Theta Sorority Incorporated. Tara Topel, Owner, Topel's Service Center, Inc. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Perseverance through COVID 19 Trends- becoming multi-shop owner when the time is right Poor systems with great people, great systems will struggle with poor people Trust is key- nothing happens without it “No one can do it better than I can” Delegate- decisions, shop management Plan- overarching plan for employees and for the business Communication- how will the plans be executed? You have to hear twice as much as you give out. Ask, Ask Ask, instead of Tell, Tell, Tell. Who is the face of your business? EV- don’t be afraid of EV, things will need to be repaired. Coastal cities have the oldest infrastructures, houses may need to be retrofitted. Work-life balance is “seasons” balancing means something is giving. No one can perfectly balance everything. Make sure your schedule both personal and professional things Recharge- change of environment, travel, family time Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books The Panel Greg Buckley is the CEO of the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE. Bryan Kelley, owner of Valley Automotive Electric, Covington, WA. The current chairman of NWACA, the North West Auto Care Alliance. Bryan’s previous episodes HERE. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Word of the year: Execute Doubled size in 2021 with employees and a second location Goals- what is your execution plan with deadlines? Task lists Keep both locations on the same page- bring both stores together for a meeting, unifying Be involved in associations Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Travis Troy, Owner, Honest Wrenches, Des Moines, IA with Josh Mullins. Travis and Josh met while in college together, and after hearing about the bad experiences of others working within the automotive industry, they decided they wanted to open their own business. With the goal of providing customers with quality service and 100% honesty, Travis and Josh opened the shop in 2011. Since then, Honest Wrenches have continued to provide quality automotive repair to customers and their families in Des Moines and the surrounding communities. Listen to Travis' Previous Episodes HERE Click to go to the Podcast on Remarkable Results Radio

Key Talking Points SVI- implemented by the OE’s or dongle devices in legacy vehicles. Levels the playing field. Secure information. It’s the consumer’s choice. Right to Repair- delayed because of an injunction rumors ADAS standards- recalibration challenges, standards, and targets are often written prior to actually doing the work and how it will be implemented. Sensors age and degrade over time and the recalibration process will need to be changed. Dynamic recalibration in the future- increasing capacity of computer systems in vehicles. Perception systems- augmented sensory collections, future communication with roadside stations, and other vehicles. Control modules are the brain/spinal cord, sensors are your eyesight and touch. Exponential growth in software and application of software- Ethernet network- greater bandwidth, enables the data to be your personal profile preferences The consumers choice is made up with policies and technology Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: 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. AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Joe Registeris the vice president of emerging technologies within the technology and standards department of the Auto Care Association. In his role as vice president of emerging technologies, Register is responsible for bringing the aftermarket perspective to vehicle technology development as new technologies are designed and introduced to the marketplace. This includes working with his global counterparts in industry standards-setting organizations, such as the International Organization for Standardization (ISO) and SAE International, to identify and address potential opportunities and threats that recent vehicle technology innovations create. Register joined the Auto Care Association’s technology department in 2016, serving as director, technology solutions, and brings more than two decades of industry knowledge and experience in data and information technologies to the association. In his role as director, Register oversaw initiatives that serve the entire aftermarket industry through the development of automotive solution designs, including the development of Auto Care standards such as iShop and Internet Parts Ordering (IPO). Additionally, Register has long been a passionate supporter of all the Auto Care standards, including the Aftermarket Catalog Exchange Standard (ACES) and Product Information Exchange Standard (PIES), part of the Vehicle Information Portal (VIP). Listen to Joe's other episodes HERE Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Dealership “trains” customers that they need to have their car serviced at the dealership. Let the service speak for itself The warranty on repairs is only 12 months/12,000 miles, some imports have just upped the warranty to 24 months/24,000 miles- independents can offer 3 years 36,000 Offering better product as a whole-perception of professionalism (atmosphere/waiting area/website/exterior etc) “Let us be your Google.” Developing lifetime customers- personal touch and building trust Offering convenience- loaner vehicles, pickup and delivery services to our customers at no cost, Uber and Lyft rides We use the best quality OEM parts. We offer a touchless service that uses a secure online payment portal as well as an outdoor lockbox system. Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more. The Panel Jake Sorensen, McNeil's Auto Care, Sandy, UT 2019 NAPA ASE Technician of the Year and 2019 Ratchet + Wrench All-Star technician of the year. He is an ASE Master technician with L1,2 and 3 advanced level certifications. He is the shop manager and diagnostic technician at McNeil’s Auto Care in Sandy, UT where he helped develop an apprenticeship program that is registered with the U.S. Department of Labor. This program has graduated several high-performing automotive technicians and was used by NAPA Auto Care as a template for their automotive apprenticeship program. Jake also developed the curriculum for an automotive course that he teaches at an adult education high school. Listen to Jake’s previous episodes HERE Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge's Episodes HERE. Jon Kloosterman, Director of Operations WestSide Auto Group, Zeeland, MI, 3 Locations. Jon started in the Automotive Industry in 2008 as a General Service Technician for Westside Auto Group. In 2012 he became a full time Service Advisor as Westside Auto Group expanded their original location from 3 to 7 bays. He has been part of Westside Auto Group’s growth process holding Manager positions in multiple locations. In 2020 he became the Director of Operations for what is now a 3 location operation that serves communities in West Michigan. He holds multiple ASE Certifications and has had the opportunity to serve on multiple different panels in West Michigan’s Independent world. Listen to Jon's Episodes HERE Click to go to the Podcast on Remarkable Results Radio

Key Talking Points ADAS Certification- started 18 months ago. Created calibration test and has a calibration composite vehicle. Launch 2022. Other tests in the works- electric vehicles Adopt a School Program- High school is the target students. There are over 1,800 ASE accredited programs around the country. Get the parents on board. Field manager network- 15-19 individuals with multiple state territories, introduce businesses to schools and schools to businesses. Former techs/educators full-time employees. ASEeducationfoundation.org at top of the screen look for the find a rep button Continue to map out career paths post apprenticeship program- 42% of technicians 2 years later, leave due to lack of the career path Don’t wait until a technician is ready to retire Myth- it will be too much of a time commitment- most advisory committees meet twice a year Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: 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 workflow, 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. Trish Serratore is the Senior Vice President of Communication at ASE. She works closely with all of the organizations within the ASE Industry/Education initiative, which also includes ASE and the Automotive Training Managers Council (ATMC), to help provide the qualified automotive professionals the industry needs today and tomorrow. Links to Trish’s episodes HERE Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points "Power of Moments" book - white glove popsicle service at the hotel pool, powerful experience with minimal resources Creating moments together- birthdays, people remember special moments you create for them Snacks- hand out snacks for technicians working nonstop Genuine gestures Working with a Bear Video Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour John Long started to gain more interest in vehicles and just after his 21stbirthday he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could. In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning. Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE. Edgar Reyes, Service Director, Schertz Auto Service, Schertz, TX. Listen to Edgar's Previous Episodes HERE Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Hybrid training- virtual training brought in a new group of people with free videos and easy access to top instructors. The median income for technicians is $45,000. It starts with the business owner raising rates and paying for training. Participate together- get the team together for online webinars Cons of virtual- you can’t read the audience virtually, dead air. Live classes- make it interactive and fun. If you don’t make it fun you’ll lose them especially if it’s their first time going to training. Create a short ‘post test’ for after the training. Implementing training immediately or it will be lost- recorded videos can be rewatched. Consider signed agreement/reward system for training to hold employees accountable. Basics are the most important or you won’t be able to grasp the high-end training Sponsors- brand exposure, the content is led by the trainer Do the salespeople need to be the ones to elevate shop owners? Classes vs seminars- in classes you are learning in order to implement Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: 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. AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Pete Meier began writing for Motor Age magazine in 2006 as a free-lance contributor and joined the magazine full-time in 2010 as Technical Editor. He is an ASE certified Master Automotive Technician, with over 35 years of experience working on a wide variety of brands. He is experienced in the classroom and training center, both as a training developer and presenter. His ten years of experience producing video content and streaming webinars have also helped develop skills in video production from concept to final product. Listen to Pete's other episodes HERE G Jerry Truglia is well known for his automotive training through his company ATTS: Automotive Technician Training Services, where he covers topics ranging from hybrid vehicles, electricity, to Heavy Duty Truck repair. G is also a very proud founding member of the non-for profit Technician Service Training group. G Jerry Truglia Previous Episodes HERE. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Processes can set you free- processes don’t fail, people do Have faith in your team Never underestimate what a negative individual can do to your culture- do you allow/support negative behavior? Sometimes you won’t notice it until you remove the negative attitude. “It’s about time.” If it brings you stress at home, change was needed a long time ago Listen to the indicators- Hiring process- more filters Do you feel like you’re walking on eggshells? Understand most customers do not feel comfortable giving negative feedback Jim noticed the female customers did not like the service writer Never take for granted your customers will always be happy “It’s not that I don’t care, it’s just that I don’t care.” Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more. The Panel Jim Shukys, Jimyz Automotive, Streetsboro, OH Corey Evaldi, Olmstead Auto Care, Olstead Falls, OH. Corey Evaldi grew up in Buffalo, NY (Lackawanna). He owns Olmstead Auto Care, Olmstead Falls, OH. His dad had his own auto repair shop before Corey was even born. In 1988, he built the shop that is still in business today. He started to enjoy the electronics and troubleshooting of vehicles really young. During his junior and senior year of high school, He went to Potter Road Career and Technical Center and took the Automotive programs. His senior year had an automotive competition at ECC, local community college. In 2015 he returned and was overwhelmed with the responsibilities of running a shop. he was a technician, service writer, accountant, clean up person, the fireman that extinguished fires all over. He could not keep doing what he was doing. He produced 40% of the billed hours out of 4 techs. He looked for help. Found a coaching firm that really showed him what a business owner looks like. After implementing the changes, there was extreme pushback from the existing crew. After standing firm on most things, change over was inevitable. Listen to Corey’s Episodes HERE. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points The complex multilevel market for women- but it’s only a piece of the entire market in the automotive industry Upshift- create more in-depth training and coaching for businesses and individuals focused on culture, leadership skills, diversity inclusion (including women), developing the workforce. Developed during COVID. Ask Patty has 4 certifications. Grow your knowledge base and see things from different perspectives. Upshift is in piloting mode until 12/31/2021. Why do people change jobs? No career path, no training, not feeling appreciated Certifications- workforce, culture, leadership. 4 workshops per certification, once completed you earn the certification. Training needs to start earlier than millennials- are GEN Z’s prepared to be managers? The workforce is consistently getting younger as boomer’s retire. Hiring technicians and retaining them- develop relationships, react fast Being the top shop- invest time and money in training and leadership. Unconscious bias- being open and welcoming, changing your dialogue and being inclusive Are you taking advantage of the total available market? Do you see every opportunity available to you? Ask Patty- women are the tip of the iceberg for the entire market Askpattytraining.com [email protected] Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: 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. www.napaautocare.com Jody DeVere, CEO, AskPatty.com, Inc. is an internationally recognized speaker, trainer, often quoted industry pundit and spokesperson for the automotive industry on the women’s market. She is a champion for women in the automotive industry and in her role as marketing to women expert her goal is to educate the automotive industry at large and promote, mentor and support careers for women in the automotive industry. Her company AskPatty.com, Inc. serves as the first point of contact for many women who are seeking the very best experience to buy a car and service by visiting Certified Female Friendly® automotive retail locations across the United States and Canada. Jody DeVere Previous Episodes HERE. Donna M Wagner, MBA/MAAP Donna's 30-year career in the automotive industry has focused on progress. She has a talent for observing, identifying solutions, communicating and connecting people and organizations together for better results. Donna’s career spans marketing/PR, category management, sales, process improvement and training. She has a passion for cultivating talent for the automotive industry. As such, she founded Car Care Council Women’s Board (now Women in Auto Care) and as a university department chair, developed an understanding of younger generations and how employers can connect with this group. Likewise, Donna also understands the employer perspective and has coached many on managing the workplace. Donna's Previous Episodes HERE Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Remodeled- 2 buildings (automotive and exhaust). Was able to bring owner over to the automotive building, rebranded name, exhaust building is now designated customer waiting area Curb appeal- clean, fresh paint, “Even if it’s old, it still looks good” Utilize all the space Plan first with designer Sanitizing vehicles before and after Make your ‘presence” known and carry the cleanliness through the whole shop Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Gilda Dyckman, Cars Automotive & Muffler, Redondo Beach, CA, with husband Michael. After 16 years working in the diamond industry, Gilda began her automotive career with Edelbrock in Torrance CA in their purchasing department. From there she joined in my husband’s family business and have been there for 25 years. Listen to Gilda’s previous episodes HERE Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Mike Davidson's Book - "Wage & Hour Compliance" Every business can get audited by a simple phone call from an employee Keeping thorough records with notes, payroll documents, vacation time etc. Training pay- specific guidelines for compensation if they are doing something to benefit the business Technicians in dealership vs independent- dealerships have exemptions the independents don’t have 7 Day Time record- any activity that contributes to benefiting your business 50 cent mistake- could face fine of $62,000 Four steps that will help protect you during an audit, written job descriptions, written Compensation Package, regular Rate Calculator, and Seven Day Time Record Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: 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. AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Mike Davidson is passionate about growing as a leader and helping others achieve a better life through leadership. He believes that your growth is the only guarantee for a better tomorrow. Mike began his automotive career in 1984 as a car detailer at a GMC dealership. He started working in independent shops in 1992 and opened Parkway Automotive in 1998. He joined RLO Connor’s Bottom-Line Impact Group in 1999 and graduated from the Automotive Management Institute in 2000. Mike was voted Arkansas’ NAPA/ASE Technician of the Year from 2001 to 2008, joined Elite Pro Service Peer Group in 2008, and continues to be an active member. He has been a business coach for Elite Worldwide, a published author, and a presenter at multiple conferences across the United States. He created a live interview seminar called Hiring for Keeps in 2013 and developed an automotive apprentice program approved by the United States Department of Labor in 2016. As a John Maxwell, certified speaker, trainer, and coach, Mike has developed a training program to assist shop owners to develop leaders within their organization. He is married with four grown children, resides in Alexander, Arkansas, and is a member of The Bible Church of Little Rock, where he has served as an elder, a deacon, and a Children’s Ministry Director. Listen to Mike’s other episodes HERE. Brian Weeks is a third generation shop owner that teamed up with his brother in 1999 and bought the family transmission business that was owned by his father and two uncles. Growing up in the family business allowed him to gain valuable experience at a very young age. When he was 12 he worked on his first customer's car for his dad. This experience led to building manual transmissions by the age of 14. Racing has always been his true passion in life and was the reason for seeking an engineering degree. Little did he know after graduating in 1996 from Southern Polytechnic State University with a Bachelor's degree in Mechanical Engineering and Technology that it would be the key to success with today’s technically advanced vehicles. Brian and his brother Chris took the family owned transmission shop and transformed it into a full service automotive business with two locations. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Being authentic with & about internal self-talk (like the angel & devil on the shoulders that we all have) Hiring after growth- does it divide the existing team? Screen and filter for core values during interview process- involve the team in the interview process Transparency for internal employees and customers Stay consistent Creating goals together “Lead from the front, it’s hard to push a rope” Vision won't go anywhere unless it is shared, written, and in front of everyone every single day. Tie the vision with what people want. Sharing finances and educating employees with their own finances Empower employees- act as business owners Community-create deep community bonds. Getting your team involved with these endeavors gives them a sense of accomplishment and starts to shape tomorrow's philanthropists Get connected with other shops EOS setting company culture- regularly schedule meeting with same agenda (Weekly, Quarterly, Annual Meeting) Living in a 90 day world. Quarterly one-on-one conversations with bi-directional feedback Dream Manager by Mathew Kelly-A business parable about how companies can achieve remarkable results by helping their employees fulfill their dream. Special position within the company to help people dream and execute on those dreams. Help people get what they want in life, Helps you get what you want in life. "The Energy Bus Field Guide" Jon Gordon Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more. The Panel Russell Crosby is the owner of Russ’s Wrench Auto Repair located in Clinton, NJ. Russ's previous episodes HERE William J. DeBoer (Bill Jr.) is Co-owner and Vice President of DeBoer’s Auto Sales & Service. Bill has been responsible for bringing innovations in daily operations to the full-service, high-tech auto repair facility for 20+ years. Bill was able to fuse his passions for technology and cars with a Certificate in Automotive Technology, followed by a B.S. in Business Management from Penn State. Bill is an Accredited Automotive Manager from the Automotive Management Institute as well as a CERTIFIED MASTER DEALER® from the National Independent Automobile Dealers Association. His National Institute for Automotive Service Excellence (ASE) credentials includes: Master Technician, L1 Advanced Engine Performance, P2 Parts Specialist, and X1 Undercar Specialist. Listen to Bill’s podcast episodes HERE. Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ Click to go to the Podcast on Remarkable Results Radio

Key Talking Points “Top Internet Marketing Trends for your Repair Shop” OMNI channel marketing- be everywhere at all times Producing video content- It’s easier than you think, everyone has a cell phone to use, you don’t need a high budget. Contact hack for blogs- start typing in google and google will show what people are searching for. The goal is to get someone in the local market to find the blog. Grassroots marketing- birthdays, customers, Four pillars of marketing: website (70% of searches are mobile), SEO, paid search, social media Call to action on a website- click to call, click to schedule, click to ready google reviews, live chat How are people interacting? How do your customers want to interact? Are you future thinking? Update your website every 18-24 months to keep it fresh- research other websites in and outside of the industry. Ask others for their opinion Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: 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. www.napaautocare.com Tony Mercury is the Vice President of Revenue for Autoshop Solutions. He's been helping shop owners market their businesses since 2015. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Ashlan Kaplan, Cannon Auto Repair, Cannon Falls, MN Taking over the shop from dad Must have solid team behind you to rely on- if you’re not there one day it will continue to run properly? Husband is a financial advisor and is the team player at home Ashlan started working at shop once a week as trial to see if she would want to work in business Earning respect from others as a female “Your never making changes, you’re making improvements” Business mindset- growth Has business coach and leadership coach Biggest learning curve- learning how all the numbers work and understanding financials Short term plan- find 3rd technician in order to grow Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

George Zeeks, Director of Member Services, ATI Key Talking Points Most shop owners want a manager that will take over everything- how do you groom/grow/mentor that person? What are the traits needed? You can’t buy your freedom, you have to grow it. Potato metaphor- 1 potato can be anything if you know what to do Manage instead of mentoring- “owners love the thought of the manager.” You can’t hire the perfect manager. Your business model can be completely different than what they are used to. Retail Manager (providing the experience for the customers, is the shop clean? Is the coffee ready? High level of attention to detail, the brand of the business), Sales Manager (responsible for sales, scheduling, comebacks, managing the flow during the day), Production Manager (understand capacities of employees and continue to grow them, the chess master, tracking hours and avoid “donkey day/donkey hour”) PPP loan during COVID- upgrade the business The money is made at the edge of chaos- where is the line before chaos? You get paid off of what you get done not the sale Donkey day on Wednesdays- what do you need to do to finish the week before they “donkey down” and lose motivation. Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: 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. AAPEX 2021 is in the record books and lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio