carmcapriotto

Rachel Spencer (Shop Owner), Spencer's Auto Repair, Krum Texas Roddy Blaylock (Shop Foreman) Barton Automotive, Wadesville, IN Clint White has been passionately immersed in the Automotive Industry for over 25 years. He is a Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. He began his career as a Technician at a local two-bay shop in 1995 and over the course of the next two and a half decades honed his sales, technical, and management skills while living in Washington & S.E. Idaho. During his journey, he has never stopped learning and has been blessed to work for and with those who value education, training, and coaching. In everything he does, Clint is focused on people and excellence! Whether it be coaching & training Service Advisors to sell with passion & integrity or working directly with Shop Owners to improve team accountability and streamline process implementation, Clint’s passion is to elevate the Automotive Industry across the nation to ensure every customer consistently receives the highest level of service. Contact Clint White HERE Clint's Previous episodes HERE Key Talking Points Reality check- The world around us has drastically changed yet many in our industry continue to operate as though it hasn’t. Replacement vehicles are significantly overpriced and inventory is severely limited. RESULT: Customers MUST repair what they own and they know it! Technicians are in short supply and many shops are understaffed. RESULT: Same-day service is harder (or impossible) to deliver on, yet we keep trying? Parts are harder to find and slower to be delivered leaving Vendors stretched thin. RESULT: Repairs take longer, especially when we choose to wait for the best quality parts. Sell correctly- have properly trained service advisors. Sell with confidence that it will be pushed back, don’t make it sound negative. Make it a positive experience. Build cushion when scheduling out. Continue to provide exceptional customer service. It’s time to prepare for the future- things won’t “go back” to the way it was and it shouldn’t Scheduling is like chess, plan your moves, close the expectation gap with customers, staff, and vendors. under-promise/over-deliver The importance of communication between technicians and service writers-updates- everyone needs to be on the same page SOP’s- Develop habits and have structure Proper mindset when repairing vehicles- reduced/eliminated comebacks improves moral and elevates self-worth The Dualistic Shop: In order to schedule workflow effectively, we must view our shops as if they are actually “two in one”; operating independently but in perfect harmony while under one roof. Diagnostic Facility- all testing, inspecting, DVI’s and LOF’s occur FIRST. Bay management is maximized as cars rotate in and out once testing/inspecting is complete. Repair/Production Facility- Scheduled & Pre-Sold repairs are performed after all testing & DVI’s are completed for the day. Time Block Scheduling Example- Each Technician’s productivity potential and efficiency percentages must be known. Schedule each Technician at 87.5% of what they are capable of producing daily. Tech capable of 8 hours of production in an 8-hour day is 100% productive. 8 hours X .875 = 7 hours. Leaves 1 hour a day open for walk-in’s, emergencies, catch up from yesterday 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. Click to go to the Podcast on Remarkable Results Radio

Sue Dickson, Owner of Closs Tire & Auto Inc, Waukegan, IL. Sue is trying to change the face of the industry to empower woman to be a part of the automotive industry. Sue has 37 years of experience in retail automotive market and has partnered with her community to grow her business. She is directly responsible for overall profitability, sales and service for this independent auto repair facility. She continues to work with the Lake County Tech Campus, College of Lake County, to bridge the gap between school based work and hands-on work experience. Sue has written and implemented a Lake County Tech Campus internship which has been in place since 2019 and served over 50 students. She also has partnered with Lake County Workforce Development to take her internship program to the next level. This relationship has given students the opportunity to gain work base employment and grant opportunities for education at the local community college. Key Talking Points “Give Me 10” Internship Program- 10 hours broken up 2 hours for 5 days. Job shadowing 2 hours the first day, after that they will be working for the remaining 8 hours. Oil changes, brake work, tires, etc. Insurance is covered by the school because it is work-based learning Break the stereotype that young adults can only be successful if they have a 4-year degree What is the biggest competition with independent repair shops? Dealerships. Local shops started coming together for networking meetings, they also visit each other’s shops to critique Sue volunteers at the local car show and she registers classic cars. They wanted the tech campus to be involved and see the older cars. She went to the independent group and asked to donate a car to the tech campus. Tech 1 kids do steering and suspension. Tech 2 kids rebuild the motor. Collision painted it. Will be showcased at the advisory meeting. The car will travel to locations that have an internship program. Raffle tickets to win the car. Donate money to a non-profit Grant opportunities through the workforce development- over 4 years the networking group has received almost 200K University of the Aftermarket Leadership 2.0 Class- AAP 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: 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

Guest host Ryan Clo, Dubwerx, Cincinnati OH and see this shop in Cincinatti, OH We’re going to talk about recruiting after covid. Recruiting is a topic I'm passionate about in general since our people are everything but also the landscape is changing post-covid I think a few critical pieces of the recruiting puzzle. I mean, first and foremost is the shop itself, you know, does your shop present well? Is it clean? Are the staff there? Good? Is the reputation good? If I was going to consider working for your shop, I would probably Google it. I might drive by, especially if this person has a family and you're going to support that family. The ad that you place, the particular words that you use. It's marketing and sales. Uh, are those going to attract, you know, the people, when you have applicants? I think money's important and we always have to get to that. They might say something like, I just need to take care of my family, or I really want to work with good people. I love cars. I want a place that I can advance. That's a really good point because some shops have room for advance and sometimes that's a challenge, but I really want to get an idea of all of those things. And is this position, cause you might want them, you might really want them and they might be qualified if they're not going to be happy at your. Former employers are really countering hard. And they had given this guy 30 days, even after he left there, like 30 days, you change your mind, you won't lose. And the whole time he's there, you know, not making me be quite as many hours as he did. He didn't want to stick it out. And he went back to what was safe. 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

Bridgette Johnson, L&N Performance Automotive Repair, Blowing Rock, NC. Bridgette graduated from the automotive program at Caldwell Community College & Technical Institute. Through the North Carolina Apprenticeship Program, she was able to finish college debt-free and begin her career right after high school. She not only received her Associate's degree but also her Journeywoman card and certificates of completion for the NC State Apprenticeship Program. Key Talking Points November 2019 Episode 482- IGONC Apprentice Program. 2 year college program, full ride with no debt. ADAS- learning about the new technology, cameras, sensors. Apprenticeship- online and in person classes Interest began in high school- wanted to learn how to do things herself. Chose to do a job shadow with Lucus Underwood. Has supportive coworkers Advice- attend events, spread the word on apprenticeship programs, She is keeping her future open in the industry Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network 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. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

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. Joe Jerkins, Owner Westside Auto Pro, Clive, IA. Joe has been in the Automotive Industry since 2007 when he joined a tire and mechanical repair chain store after spending multiple years in grocery store management. He did not know anything about the industry and had no mechanical background but had a passion for helping people and sales. After having spent some time there, he joined a dealership as a Service Advisor and quickly rose to the number 1 advisor based on sales at his dealership. An opportunity as a Service Manager arose at a local repair facility and Joe decided it was time to get back into management as he was getting his legs under him in the automotive world. After his second child was born, Joe sought an opportunity at his hometown dealership to run the Fixed Operations including Service, Body and helping oversee Parts. In 2013, after realizing that there was a lot of “wrong” in this industry, generally speaking, he decided it was time for one last try with a shop he knew nothing about called Westside Auto Pros. Joe was hired as the Service Manager and after a couple of years his title changed to General Manager. In 2018, Ron Haugen, the owner at the time, and Joe decided to accelerate their 5 year plan of purchase and by October 1st of that year, Joe was the brand new owner of the already successful Westside Auto Pros. Westside Auto Pros continues to grow its repair shop as well as its towing and roadside assistance department. Patrick Ryan, Technician, Eagle Automotive, Columbine Hills, CO, 4 Locations Key Talking Points What is important to dealership technicians transitioning to independent- make it apparent the technician matters in your business. If they quit at the dealership it wouldn’t be noticed. They were “just a number.” Minimal and sometimes decreasing benefits. Interviewing dealership tech- discuss your team culture and environment. Many techs bounce from dealership to dealership because they are still finding “their place.”Don’t view working at multiple places as negative necessarily. Show them a path for all ages of your technicians. Don’t have a “cookie-cutter” interview process for all your hires. Career change- wanting to grow and be challenged, feel appreciated. Millennials/Gen Z- raised with no gravity “everything is great.” Introduce gravity a little at a time. Be taught instead of blocked. Be guided. The owner needs to be vulnerable- voice it to your team Break down stereotypes of large dealerships Technicians will check your social media prior to applying and read customer and employee reviews- promote your shop is a great place to work 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. Find Remarkable Results on Your Favorite App HERE Click to go to the Podcast on Remarkable Results Radio

Jimmy Lea, KuKui Evangelist with more than 15 years experience in sales and business development for software-as-a-service, financial services as well as hardware products, Jimmy embodies the fabric of the independent automotive industry. Key Talking Points You must exist digitally, google is the godfather of the internet 70% of all searches are done from google, 90% are done from a smartphone Currency/trust- when google has “trust” in you, you will be in front of the pack Organic- the amount of content and keywords on your website Website- pay attention to the homepage, the header, “above the fold at the top,” logo is top left (brand recognition), your reviews next to logo (credibility), phone number (call to action), schedule an appointment button (generational button) Reviews- set it up right, let customers know what they can expect, give a description of the vehicle Postcards- it will never go away, design it big and bold to get the recipient’s attention. Retention (thank you, service/repair reminders) and acquisition postcards. Where is your market? Instagram? Facebook? Social media- engaging every single day, there is no perfect time to post on social media. Build a habit first. Technician testimonials- appeals to customers and future technicians Don’t stop marketing- especially when you’re busy. 80% building relationship 20% selling. Texting- text marketing, one to one texting reminders/thank you/ask for reviews, webchat texting 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. Click to go to the Podcast on Remarkable Results Radio

Jennifer and Mike Baggett, Pro Automotive Services, Woodriver, IL Have a strong relationship with your supply partner. Do you know the store owner or store manager? Is your supplier helping you in your business? 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

Matt Fanslow Podcast Launch - Episode 1 with Carm Capriotto A new podcast that will cover a wide range of topics from all angles of the automotive aftermarket The latest show from the Aftermarket Radio Network Carm and Matt talk about their collaboration to launch this inaugural episode Click to go to the Podcast on Remarkable Results Radio

Carl Hutchinson, Complete Automotive, Springfield, MO has been in the car industry since 1982, but has worked on vehicles long before that time. He has a passion for engineering, for understanding how vehicles operate, and how to repair a customer’s concern. Earlier in his career, Carl started working at a GM Dealership, then went to work at independent repair facilities as a technician and eventually became a service advisor. Carl’s experience in the automotive industry led him to his current position as co-owner with Maureen Hutchinson of Complete Automotive in Springfield MO., where he works every day to provide high-quality, valuable service to all customers. Carl is an Alumni with Ozarks Technical Community College, Springfield MO Campus. He currently sits on the Automotive Advisory Board with Ozark Technical Community College, a member of South East Rotary, and a member of the Springfield Midwest Auto Care Alliance chapter. Carl has his Master ASE Certification, L1 and Service Advisor certification and is an AMI Graduate. Listen to Carl’s previous episodes HERE Justin Barrett is the owner and operator of Barrett Automotive, Cornelia, GA. He is excited about the future of this industry with autonomous vehicles and the role the independent repair shop will play in that arena, and with the changing landscape how we are going to have to be nimble and adapt to stay relevant. Leadership is something that is extremely challenging to him but rewarding when done right. He had some leadership failures and wins which are adding to his growth in that area. His biggest challenge right now is the same thing that he is working on and that is building a great team. In the last 18 months, he had gone from leading himself and one other to leading 6 and still adding to keep up with growth. Listen to Justin’s previous episodes HERE AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career. He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then. Listen to AJ’s previous episodes HERE. Jeff Walter, Zimmerman’s Automotive Tire Pro, Auto Sales and Service, Mechanicsburg, PA Barry Barrett, a Certified EOS Implementer. As an EOS Implementor in his company, Business With Purpose, brings dedicated support to Leadership and Sales teams in all types of organizations, helping them structure the six key components of their business to make it operate with the best processes for their specific industry, using the EOS Model. Barry’s energy is contagious no matter if he is in a session with a client, giving a keynote address, or rolling up his sleeves in a workshop. Barry is a business coach with his positive mental attitude, incredible work ethic, and determination for excellence, his results-oriented approach is matchless. Barry is driven, caring, and passionate; traits that he uses to help his clients grow their businesses in a positive way. Find Barry’s other episodes HERE. Barry Barrett Contact info HERE Key Talking Points EOS Life- Getting time back and living the life you want to live. Do what you love, with the people you love, make an impact on the world, be appropriately compensated, and have time for other passions. “Get stuff done system with a cohesive leadership team that executes.” Being involved in every aspect of the business to getting systems in place and building a team- what are your strengths to move your business forward? Having an Integrator to help free the Visionary to cast the vision and grow the business- unload some of the duties and questions that filter to you as an owner, the Integrator holds the other employees accountable Your leadership team trumps your ideas as an owner- they often have a bigger vision than you Expanding seats- growing to a second location The leadership team solves its own issues without input from owners Building a cohesive leadership team changes the game for scalability Self-implementing at first- start with traction first instead of vision, have buy-in with your leadership team at the beginning. Then bring in a certified implementer Do your employees know where they stand in the business and how their actions affect the big picture. Being more efficient, not adding more cars- a small investment for a huge internal return 20 Groups is an industry-specific software, EOS runs that software. You should have 20 groups/coaches for a long time and be able to graduate from the EOS process within 2 years. Favorite EOS tools- structured format of L10 Meeting, right people right seat, VTO (vision, traction, organizer), to-do lists Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network 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. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Mark Guerrero has 27 years in the automotive industry, is President and part-owner of Affinity Automotive Services, established the business in 2007. He is currently on the USD 259 advisory board for automotive technology, and WSU Tech advisory board member, serves on MWACA mechanical committee. Mark is also the MWACA Wichita Chapter President, focused on keeping up with technology in the automotive industry and building future technicians. Summer Guerrero, Vice President and part-owner of Affinity Automotive Services over 25 years in Public Service and Customer service, Background in Fire Fighting and EMS Currently Vice President Executive Board Member of Midwest Auto Care Alliance, serves on the MWACA communication, and MWACA magazine advisory board, is passionate about educating and helping others personally and professionally. Candice Beuttenmuller co-owns TJ’s Alignment and Repair in WaKeeney, KS with her husband, Jesse. Together they not only own but operate the full-service repair shop, with Candice on the front counter service writing, and Jesse in the bays turning wrenches. To make it truly a family affair, their 2 boys, Odin, 10, and Ezra, 5, help in the shop daily with keeping washer fluid jugs full, greeting customers, and starring on the business Facebook page in their Friday Funny videos. Candice’s family is originally from rural western Kansas where TJ’s Alignment and Repair is located. The Beuttenmuller’s purchased the existing shop in April 2017. While Jesse had the mechanical background for working on vehicles, Candice admits the most experience she had with vehicles before they purchased the shop, was checking her the oil in her own vehicle and changing a flat tire. Candice had experience in the service industry as a waitress but never dreamed that experience would transform into owning a repair shop. Rick White, President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He also owned and managed several successful automotive repair shops. Early in his career, Rick got his arm stuck under a vehicle while working underneath it. He managed to get out safely but it was a wake up call to him and for all of us as well. This is everyone’s concern. There are too many distractions like cell phones, tablets, lackadaisical attitude of it never happening, not focused on job at task, talking to tech next to them and a whole lot more. We need to follow lift maintenance schedules religiously and document every procedure in order to check work properly. Rick White’s Previous Episodes HERE. Key Talking Points What is anxiety? It is a whole spectrum. Anxiousness can be positive, happy, and excited. Anxiety can have a negative outlook and be a chemical imbalance. Anxiety can be isolation which can lead to depression. Brain function- to keep you alive, conserve energy. Hardwired to look for threats. What causes it? A lot of it is self-induced. It’s a focus issue and something we create. Don’t fear stack, live in the present. Don’t let your needs affect your team. Everyone deals with anxiety every day, most don't call it anxiety- “being in the weeds.” Future tripping and catastrophizing- helps cope and squash the anxiety. Be aware of the mental and physical pains of your team- noticing and addressing immediately to help change their mindset instead of waiting and losing production. Open communication with the entire team. Be empathetic and intuitive. Everyone is an iceberg. Be a resource for your team. Every time you say yes you are saying no to someone else- help and serve your customers in a healthy way. CIA- what can you do during an anxiety event. Control, influence, acceptance Reach out for support- coach, network peers, and other people that are in similar situations to change your mindset. The Coffee Bean book- don’t let life change you, be the change. What are some things that can be done to dial it down- anxiety is an indicator to pay attention to. What’s real? What is fear stacked? Take emotion aside and align your expectations with reality. “Joy shared is magnified, a burden shared is halved.” Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network 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. Click to go to the Podcast on Remarkable Results Radio

Gary Smith started in the car business in 1979 and never looked back. Throughout a 25 plus year career with new car dealerships and OEMs, he was blessed to have experienced all fixed operations positions, having been a Certified ASE and GM Master Technician, Shop Foreman, Service Advisor, Parts & Service Manager and Fixed Ops Director over many years for Cadillac/Oldsmobile, Mercedes, VW and Chevrolet stores. Gary worked as a technical field engineer and warranty audit consultant to OEMs and dealership groups in the late 80s and 90s, this experience uniquely positioned Gary to form GSS Enterprises, Inc. in 2000. Gary specializes in teaching advanced diagnostic techniques and methodology; including physical testing (Lab Scopes, Pressure Transducer, Scan Data and 5-Gas Analysis), signal acquisition & analysis, fuel and lubrication technology as well as vehicle communications data bus diagnostics. Gary teaches technical and management classes and his www.automastertraining.com hotline currently supports technicians with on-car remote technical assistance in 8 Metro markets. Gary also teaches “Train the Trainer” sessions for schools and college automotive programs. Listen to Gary's previous episodes HERE Key Talking Points “Diagnosing difficult deposit related drivability concerns” Carbon build-up affecting engine Cars are what they eat- drivability problems/check engine lights Diag Nation- remote support line, single call or membership base. Remote in and take control, guide technician through the repair. “Technology is exceeding the human’s brain ability to absorb it.” Basic electricity laws is a critical foundation for correct interpretation The definition of a new, desperately needed class of technician; The Automotive SIGINT (signal intelligence) Specialist. COMMINT (communication intelligence) understanding the network, MASSINT (measurement and signature) measure circuit and signatures of signals, IMINT (image intelligence) circuit description and operation, wiring diagrams, HUMINT (human intelligence) service advisor, technician, owner. MECCINT (mechanical intelligence). Process for productive and accurate diagnosis. [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 partners: 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. Click to go to the Podcast on Remarkable Results Radio

Tina Erickson on Brand Equity and Tour of Her Shop Ken's Auto Service, Aurora, CO OH Tina's previous episodes HERE Connect with the show: 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: 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 Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Brittany Schindler, GM of her father’s shop in Rod’s Japanese Auto Care in Bellingham, WA for over 10 years. She loves working at the shop and being able to help people every day. Brittany has learned so much over the years by going to classes with great trainers and having a great business coach. One of her main focuses is to raise the standard of the automotive service and repair industry. Listen to Brittany's previous episodes HERE Key Talking Points No prices over the phone- This can be challenging at first. Giving prices can be wrong or misleading depending on the vehicle. Instead explain why prices can vary, ask them to come in first, explain warranty, DVI’s, rental cars, etc. Vet the customer- are they looking for the cheapest price? Not every customer is right for your business. Performing the best digital inspections so your customers don't have to google anything and be consistent. Continue to simplify the writing so someone who doesn’t know anything about cars can understand and learn about their vehicle. Add “what happens if you don’t do XYZ” Write and edit inspections/customer reviews with your whole team for team buy-in. Getting customers to fix their "old" cars- list pros and cons of getting new/used cars. Make the investment and let them know the vehicle will be maintained properly, the laundry list won’t grow and be behind. Selling Maintenance- oil changes, fluid changes etc. It is an easy win once everyone has to buy in for selling maintenance. Educate customers on why fluid changes are important. Cheaper to change fluid than change apart Making customers feel confident about repairs- texting DVI, lifetime warranty, “what to expect” card at dropoffs Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network 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. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Ethan Smith, Service Advisor, Casey Automotive, Chantilly and Sterling, VA Chad Jacks, Service Advisor, Dale's Service Center, Davenport, IA Rena Rennebohm, CEO and Creator of Empowered Advisor. With over 20 years of experience in the automotive industry, Rena has always had a passion for helping people. As a Service Advisor, she found every way possible to improve and utilize her skills. Implementing new techniques with basic fundamentals gave Rena the ability to become one of the most sought after Trainers and Coaches in our field. Dedicating her time training Service Advisors with one-on-one calls, webinars, and classes is what she lives for. With high energy and understanding, rapid and continued improvement has been shown across the board from her clients. Listen to Rena’s previous episodes HERE. Key Talking Points Role Play 1: Need a Transmission Ethan: Customer- Wants price, the vehicle doesn't drive well, doesn’t feel confident from phone conversation Chad: Service Advisor- Distracted, asked to repeat the question, unenthusiastic, gives price for just transmission and when appt is, “maybe 6K” Rena: Coach- 3 steps price shopper- get to know the customer, what are symptoms of car, offer inspection. Giving only price gives customers something to compare. Redo Ethan: Customer- He did research online and thinks its a transmission Chad: Service Advisor- Greets customer with his name, asks his name and phone number, asks about the vehicle, asks if the vehicle has ever been to the shop, explains what they would do to the vehicle once it is brought in, testing price, explains shop amenities and warranties, asks about an appointment, offers rental ride/shuttle Rena: Coach- Vehicle is vetted, it has been maintained, converting good customer to shop Role Play 2: Check engine light is on Chad: Customer- Asks about price, looked online at pricing for parts Ethan: Service Advisor- Asks what car, if codes have been pulled, hasn't asked name, throwing different parts names out, $150-170 for repair Rena: Coach- Customer is probably frustrated, was told no, hasn’t received help, become a little grumpy, vehicle coming into the shop is the priority before giving price, every phone call is opportunity Redo Chad: Customer- Will the car be ready that day? The car pulls to the left when driving, asks about drop off/night pick up Ethan: Service Advisor- Asks for customer’s name/phone number, “sorry this is happening,” “so happy you called,” asks if the car has been to shop, thanks the customer for giving him the opportunity, asks if the car has been worked on, what is make/model, explains difficulties with check engine light, mentions certified technician, asks what time/day would work, test drive with the customer Rena: Coach- Express empathy, don’t use acronyms, have great tone Role Play 3: Tune-up Ethan: Customer- Asks what parts will the shop be using? What different services? Chad: Service Advisor- Unenthusiastic, gives price, “stuff to dump in the tank,” didn't ask for name, “I can check it if you want” Rena: Coach- Secret shop local businesses, more common than not, you can’t flip a switch to be professional, you need business culture, training, mentoring Redo Ethan: Customer- Asks what a tune-up entails, asks costs Chad: Service Advisor- Gives name, asks name and phone number, asks how he found the shop, shows interest in-vehicle, explains details of service, build estimate, explains warranty, offers loaner car Rena: Coach- “My customer’s love it” go with the customer without arguing, ask about symptoms, don’t tell customers they don’t need something Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network 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. Click to go to the Podcast on Remarkable Results Radio

Kevin Syed, Owner of Integrity 1st Automotive, grew up with an entrepreneurial father and was always encouraged to lead. Having successfully earned a Bachelor’s degree in Business Management from University at Buffalo, Kevin went on to become a franchisee with Getty Petroleum / British Petroleum service centers for the better part of a decade in New York City. After gaining the knowledge, experience, and funding required to produce his own operation, Kevin went on to operate his own independent shops in New York. Kevin sought to find a new place to call home with his wife and twin girls; he longed for the community values and environment of the South and so his family made the decision to move to Texas. Integrity 1st Automotive was then born in Texas and Kevin has scaled his business to multiple locations across the Dallas Fort-Worth Metroplex. When he's not working, Kevin enjoys local car rallies (e.g. Lamborghini Club Dallas), traveling, and hunting. Ramy Nazim, Director of Integrity 1st Automotive, graduated from the University of Toronto in 2014 with a HBSc. in Biology & Psychology. While he continues to have an affinity for academia and the life sciences; he found his technical prowess to be of vast usage in the working world. Post-graduation, he went on to work with a local software startup specializing in real estate marketing tools. The startup experience allowed Ramy to engage with virtually every facet and department of the business. Insofar as the automotive repair industry, Ramy works to leverage technological solutions to help increase operational efficiency, develop automations, create event-driven communication flows and more! When he's not working, Ramy enjoys traveling with his wife, cooking with the help of Youtube tutorials, and reading about science and history. Key Talking Points Put it in writing- a discussion on the importance of standard operating procedures, processes, training paradigms in order to scale the business to multi-locations. Put the system into place. Is it auditable? Having things written is one thing - but how are you tracking compliance? Every process should have a check and balance behind it- quality assurance on whether it is being done. Area Manager (or yourself as an owner) with a preset checklist or leverage technology (software management system). Prioritizing- If you are ambitious on growth, then you've likely got a laundry list of goals and tasks; some are working ON the business and some are working IN the business. Develop a methodology of prioritization- tie your task to a specific KIP, goal or ROI. Eliminates redundancy. Be open to change. Incentivized Extraordinary Performance- empower and develop your employees. Incentives that promote entrepreneurial thinking work the best. Profit-sharing- share part of profits with managers/lead technicians and share P & L. Being transparent. Keep your eyes on Customer Churn- We are in the people's business, one of the most important KPI's to focus on whether one shop or multi shops is to know how many customers are churning from your business annually. (SAS- software as a service). Track weekly/monthly/quarterly/annually- how much of car count is return vs net new customers. Touchpoints for every life cycle of a customer’s vehicle. Remarket and reengage with customers. Churn is inevitable but control it as much as possible. Automation- there are only so many hours in the day; with compartmentalized thinking and technology, you can get more out of each day by offloading redundant tasks to technology without one size fits all solutions. The Customer Experience- we know that it's all about the little things when it comes to curating a memorable experience. That being said, how do you make sure the little things are being followed when you're not there? Your model should work for ANYONE- If you build scalable models, then you can confidently scale to prospective franchisees and feel confident that your customers will 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: Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Joe’s Garage- a real-world shop setup with eight service bays, provides a platform for exhibiting brands to demo their equipment. Includes Shop management software, Customer relationship management, Digital inspection software, Website designers, Digital signage and menu boards, Integrated and text-to-pay solutions Rick White, 180 Biz "Service Advisors - The Key to Business Success" Tuesday, November 2nd from 2 PM - 4:30 PM Eric Ziegler, EZ Diagnostic Solutions/EZ Tech Mentors & EZ Diagnostic Solutions. Working with Automotive Seminars and the Driveability Guys. Classes: Wednesday Scan Data Analysis 9:30- 12:00, Network Diag 2:30- 4:00 PM, Thurs VVT Fundamentals 9:30 – 12:00 and Misfire class from 2:30 - 4:00 PM. Bill Haas, Haas Performance Consulting, Advanced Financial Strategies for Peace of Mind, on Thursday 9:30 AM - 12:00 PM Rich Cregar, Automotive Training Authority (ATA), Selling and Servicing Hybrid and Battery Electric Vehicles AAPEXSHOW.COM Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Guest host, Fred Gestwicki, Jr. from Fix-It-With Fred in Canton, OH Owner / Master Technician. 25 Years of Automotive Experience. ASE Master Technician, Hyundai and Kia Master Technician, Mitsubishi Master Technician. Fred will talk about price shoppers and we’ll see a tour of his shop. How to handle that call. Why do they ask for a price? How to convert them to customers Fred's previous episodes HERE Connect with the show: 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: 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 Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Scott Wheeler, President of Automotive Consultants Group, Inc. (ACGI) is a shop management expert in the transportation industry, with over forty years’ experience in the automotive, trucking, heavy-equipment, marine, motor sports, and defense aerospace industries. He holds numerous ASE credentials, including two Master’s Certifications, and has experience working in every position from Tech, Fixed Operations Director, and Mechanical Engineer. Scott has authored five books for the automotive industry and continues to write, consult, and speak professionally at major industry events throughout the U.S. and Canada. He has been a regular featured consultant/contributor to Ratchet+Wrench Magazine, Auto Inc., and Canadian Tire magazine with articles relating to topics such as technician compensation programs, understanding production capacity, and how to maintain passion for your automotive repair business, among others. ACGI continues to consult and mentor clients throughout North America. Listen to Scott's previous episodes HERE Key Talking Points “How to Make Money (& Stay Sane) in the Automotive Service Industry”- Chronicles “Bob” a fictitious character. Effective labor rate, marketing and advertising in 21st century. Charts and graphs included. Policies, procedures, job descriptions. What are your goals? Why are you in the industry? “What’s in it for me?” Are you willing to listen? Try new things? Change? Change triangle- the center is change, outside points are commitment, plan and action. “Why when how to” with financials “All business is, is a math problem”- understanding the numbers, understanding benchmark (labor gross profit margin, parts margin etc) Ego factor- what is your break-even point is? Do you rate how well your month went by how much money is in your checking account? Holding someone accountable- clear set goals and expectations CPA using Quickbooks- Quickbooks isn’t geared towards automotive Make sure you set your shop management software to your set gross profit matrix for parts and labor Production incentive for technicians and service advisors- it should be easy to calculate. Is it based on working 40 hours or meeting/beating time guide? Consider individual compensation plans. Find one that motivates your employees. Raising effective labor rate Automotiveconsultantsgroup.com Connect with the show: 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. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Carl Hutchinson, Complete Automotive, Springfield, MO has been in the car industry since 1982, but has worked on vehicles long before that time. He has a passion for engineering, for understanding how vehicles operate, and how to repair a customer’s concern. Earlier in his career, Carl started working at a GM Dealership, then went to work at independent repair facilities as a technician and eventually became a service advisor. Carl’s experience in the automotive industry led him to his current position as co-owner with Maureen Hutchinson of Complete Automotive in Springfield MO., where he works every day to provide high-quality, valuable service to all customers. Carl is an Alumni with Ozarks Technical Community College, Springfield MO Campus. He currently sits on the Automotive Advisory Board with Ozark Technical Community College, member of South East Rotary, and a member of the Springfield Midwest Auto Care Alliance chapter. Carl has his Master ASE Certification, L1 and Service Advisor certification and is an AMI Graduate. Listen to Carl's previous episodes HERE Justin Barrett is the owner and operator of Barrett Automotive, Cornelia, GA. He is excited about the future of this industry with autonomous vehicles and the role the independent repair shop will play in that arena, and with the changing landscape how we are going to have to be nimble and adapt to stay relevant. Leadership is something that is extremely challenging to him but rewarding when done right. He had some leadership failures and wins which are adding to his growth in that area. His biggest challenge right now is the same thing that he is working on and that is building a great team. In the last 18 months, he had gone from leading himself and one other to leading 6 and still adding to keep up with growth. Listen to Justin's previous episodes HERE Key Talking Points Making a tough decision- personnel decisions can be the hardest. Giving too many chances for people to correct flaws- consider, are they unmotivated and unwilling to improve? 1 bad apple turns the whole bushel bad- identifying the bad apple can be a challenge and can lead to more employees leaving. Don’t give ultimatums “Run your business as a business. Don’t run your shop as a shop” What gets in way of making decision? Fear of the unknown: Will I have to work in the shop? Can you replace that employee? Are you better off tolerating than doing without? Rationalize. Right seat right person- are they where they should be? Be in tune with your employees- open and honest, open door policy Hiring/orientation- slow the process down when you are able to, to see if they will fit in your culture, call references, what is their home life like? Always be recruiting even when you have a full staff- offer training at your shop so other technicians can see what your environment is like Leaders don’t make excuses- own your decisions as an owner Rip the bandaid- 3 days of hurt then move on, you’re doing the right thing for the business and for that individual. Listen to your spouse! Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network 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. Click to go to the Podcast on Remarkable Results Radio

Tiffany Sherado, Lifetime Transmissions, Broken Arrow, OK, AWIA Coordinator. Tiffany's favorite part of working in the auto industry is working with the high schools and tech colleges in developing programs to assist with the tech shortage and networking and sharing knowledge and experiences with other passionate people in the industry. She looks forward to watching the family transmission business and her personal accomplishments flourish. Tiffany's main objective as leader of Amazing Women in Automotive is to support the automotive industry. She is doing this by helping to provide resources and support for women currently in the industry and increase the number of females entering the field and ensuring we retain them. Find Tiffany's previous episodes HERE Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Maylan’s purpose is to educate leaders to be a better owner or service writer. Find Maylan’s previous episodes HERE. Key Talking Points Virtual bookkeeping- software is accessed virtually, receipt management via email/scanner/text CPA/Business Coach/Bookkeeper- “Where the magic happens.” The bookkeeper gets financial reports ready and organized to pass along to the CPA and has communication with the business owner and coach on weekly/monthly reports. Are there variables that are affecting your bottom line? Is it your culture? Is it an employee? Know the breakeven point- know how much money you need to generate to pay the expenses. Two types of expenses – fixed and variable. Fixed expenses - constant every month like rent and mortgage. Variable – vary from month to month but are usually fairly predictable, parts cost, labor cost. Know all the expenses, including what to pay the owner. Example: Shop A has expenses of around $50k per month. we know parts/labor needs to be around 50/50, so we know we need to sell 25k in parts and 25k in labor. Do you make a profit on parts and labor? Parts profit needs to be parts 50% markup. Labor profit needs to be labor rate/labor costs at 70%. Review the cash flow- #1 killer of any business. What is happening to my cash, where is it going? Why isn’t it all on the P&L? The statement of cash flows brings those two reports together and shows how much is coming and how much is going out. Net change in cash- if it’s negative then the business is spending more cash than what it’s bringing in Have a cash reserve- equipment breaks, sales dip, employees need to be hired, natural disasters. How many months should a shop have? 3-6 months Amazing Women in Automotive Website 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: 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. Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

I never thought I’d ever be doing a tribute like this for a good friend, Bob Greenwood. His passing really hit me as it did for so many others. You can’t help but realize we lost him way to early in his life. His mission wasn’t close to being done. If you ever heard Bob Greenwood’s passion for this industry you know that he held high hopes for the future success of the independent aftermarket. His passion for making this great industry a profession instead of a trade was one of his biggest talking points (a signature of his) where ever and whenever he had a chance to pontificate. I reflect on a few of Bob's accomplishments, some of the thirty-three episodes he contributed to and I welcomed some friends to share their memory of Bob. Listen to all of Bob Greenwood Second Thoughts Podcast Episodes HERE. Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Click to go to the Podcast on Remarkable Results Radio

Guest host, Craig Noel, Sun Automotive, Springfield, OR. 4 Locations Recruiting high school students to our industry. How to engage students and teachers. Also a virtual tour of one of Craig's locations 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

Jim Morton has recently retired as an Advanced Engine Performance instructor at Automotive Training Center in Exton and Warminster, PA. He and his wife Mary own and operate Morton’s Automotive Technical Services (MATS), which offers training for working technicians. Jim was selected by Import Service Magazine as one of the top independent trainers. With more than 45 years in the industry as a technician, shop owner and trainer, Morton has been a requested presenter at National Training expos around the country including NACAT, CARS, TST Big Event, VISION KC and ASA. Jim has written diagnostic procedure articles for MotorAge, Import Service and ASA Auto Inc magazines. Listen to Jim's previous episodes HERE Brandon Steckler began his career in Northampton County Community College in Bethlehem, PA. There, he was a student of GM’s Automotive Service Educational program. In 2001, he graduated top of his class and earned the GM Leadership award for his efforts. He later began working as a technician at a Saturn dealership in Reading, PA where he quickly attained Master Technician status. He later transitioned to working with Hondas where he aggressively worked to attain another Master Technician status. Always having a passion for a full understanding of system/component functionality, he rapidly earned a reputation for deciphering strange failures at an efficient pace and became known as an information specialist amongst the staff and peers at the dealership. In search of new challenges, he once again transitioned away from the dealership and to the independent world, where he specializes in diagnostics and drivability. Today, he is a working technician at a large facility near the NE side of Philadelphia, PA. Along with beta testing for Automotive Test Solutions, he writes for MotorAGE Magazine, teaches for CARQUEST Technical Institute as well as WORLDPAC, INC. and develops curriculum/submits case studies for other training companies. Brandon contributes weekly to Facebook Automotive Chat groups and truly enjoys helping others to attain a level of understanding that will serve them well throughout their careers. Listen to Brandon's previous episodes HERE Key Talking Points Being a lifelong mentor- you can’t mentor something you don’t know. Answer questions with more questions as a mentor. Guide, don’t push. Let your ego go- ask for help, no one knows everything Know the basics as a diagnostician- common sense and foundation should be 85% and the last 15% you should know where to find it. Developing mentees- looking inside industry and outside of the industry. Excite the individuals that have a passion for electronics and programming. Teach at a deeper level besides just passing tests. Retention is key. Case studies- live examples Are you finding the problem or the effect of the problem? Being a mentor/teacher- showing what worked for you Know your opponent- stop every 5 minutes and ask yourself if you are further along than you were 5 minutes ago Proper interview with the customer Connect with the show: 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. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Kim Auernheimer, CS Automotive, Brentwood, TN.Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout. Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process. In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE. Becki McGinnis, Autovantage Service Center, Auburn, CA. Becki is the Co-owner of Autovantage Service Center. Autovantage Service Center opened in June of 2008 in a 3,000 sq foot space. In April 2018 they were able to purchase and moved the business into an 11,000 sq foot building. Currently, they have 2 Service Advisors, a Customer Care Coordinator, Lot Porter & 4 Technicians. Last year (2020) their sales were at $1.3 Million and this year (2021) they are on track to hit $1.6 Million. Becki’s current role is as an active supporting member in the office while also performing all of the back-office needs. Finding a balance between work and personal life has been a struggle. Becki’s greatest joys in life are being married to Bryan for the past 24 years and raising three amazing kids. This is why she is planning to take on the world to offer them more than she had as a child. Since joining Shop Fix Academy Pro Group last July she has never felt as empowered as before and is ready to be of service to other women in this industry. Tina Erickson, Ken’s Auto Service, Aurora, CO. In 1993 Tina’s mom and stepdad purchased a Napa Auto Care branded 14 bay shop in Sheridan, Colorado. In August 1998 she met and later married their Master Technician and shop manager Ken Erickson. In May 2002 Tina and Ken rented their first shop in an industrial area nearby. They grew rapidly into 8 bays, with 3 techs. She helped with the marketing and bookkeeping while being a mom and still working as a dental assistant and later practice manager. On October 22, 2012 Ken was diagnosed with kidney cancer and passed away in Feb. 2014. Tina left her career as a dental assistant to become the sole owner of Ken’s Auto Service. She later joined the Napa Business Development Group for Denver. Tina is on the Advisory Board for Automotive Repair and Career Mentoring at the Pickens Technician College in Aurora, CO. Key Talking Points Growth takes change. Without growth, you will become stagnant and in this era of the aftermarket, probably die. Kim Auernheimer- changing point of sale system. Things to ask yourself: Is it the right decision for business for you and/or your staff? Is it the right time? (It will never be the right time) How do you know when you definitely have all the information to make the right decision? Or do you just take the leap without even looking? Get buy-in from employees. It won’t be perfect, there will be continual transition periods. Becki McGinnis- About a month ago she finally pulled the trigger and moved out of the daily whirlwind of the business and moved upstairs to an office that is not involved with the dailies to focus on working on the business and not in it. She had been talking about moving to this office for the past 3 1/2 years but was too scared of what would happen if I wasn't part of the dailies. Started relying on the employees on doing what they were hired to do. Refocus mindset to take care of employees and the employees take care of the customers. Tina Erickson- left her career in the dental field, married a technician and they decided to start their own shop. Her husband Ken was diagnosed with kidney cancer. Tina made the decision to run the shop. Fear will drive you to do incredible things. She is now down to working in the shop 2 days a week. Having policies/systems and procedures in place for employees. Reached out to a coaching company that pushed her forward. Trust your employees- understanding everyone is different and no one will be “you.” Your employees will step up once you allow it. Fear of “losing who you are” when you change paths and careers- you are growing, not losing. “Hard conversations make an easy life.” Rely on the support of mentors and network of friends and colleagues. Courage- to try and change. Be open-minded and push forward. Remember the cowardly lion wanted to change. Have faith and believe in yourself. Connect with the show: 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. Click to go to the Podcast on Remarkable Results Radio

Natalie Paris, Three Rivers Bookkeeping, is a Profit Strategist that serves the automotive aftermarket. She’s a numbers person and a planner. She uses her bookkeeping and profit strategy superpowers to help business owners achieve financial security and success. Her first job in the aftermarket auto world was Outside Sales at NAPA Auto parts which transitioned into a service management position at one of the local shops in Frisco, Colorado. She realized right away that she had a particular knack for the numbers surrounding aftermarket parts and service. She then discovered a niche that she could be most effective in as a bookkeeper and profit strategist, and next, Three Rivers Bookkeeping was born. Her services don’t stop at the shop door, after all everyone’s business is a part of their life. She finds great joy in helping her clients create a clear road map to business growth AND personal financial peace of mind. She is more than just a bookkeeper. When not performing mathematical wizardry, you’ll find her enjoying the Alaskan outdoors with her dog Bailey and close friends or serving on the Talkeetna Fire Department. Key Talking Points Virtual bookkeeping- software is accessed virtually, receipt management via email/scanner/text CPA/Business Coach/Bookkeeper- “Where the magic happens.” The bookkeeper gets financial reports ready and organized to pass along to the CPA and has communication with the business owner and coach on weekly/monthly reports. Are there variables that are affecting your bottom line? Is it your culture? Is it an employee? Know the breakeven point- know how much money you need to generate to pay the expenses. Two types of expenses – fixed and variable. Fixed expenses - constant every month like rent and mortgage. Variable – vary from month to month but are usually fairly predictable, parts cost, labor cost. Know all the expenses, including what to pay the owner. Example: Shop A has expenses of around $50k per month. we know parts/labor needs to be around 50/50, so we know we need to sell 25k in parts and 25k in labor. Do you make a profit on parts and labor? Parts profit needs to be parts 50% markup. Labor profit needs to be labor rate/labor costs at 70%. Review the cash flow- #1 killer of any business. What is happening to my cash, where is it going? Why isn’t it all on the P&L? The statement of cash flows brings those two reports together and shows how much is coming and how much is going out. Net change in cash- if it’s negative then the business is spending more cash than what it’s bringing in Have a cash reserve- equipment breaks, sales dip, employees need to be hired, natural disasters. How many months should a shop have? 3-6 months Connect with the show: 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: 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. https://aftermarketradionetwork.com Click to go to the Podcast on Remarkable Results Radio