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Rob Choisser- Choisser Automotive Services, Davidsonville, MD. Rob started in the industry as an oil change/apprentice under my step-father, Bob Owens, at a Honda dealer in 1989. He worked toward certification in every course HONDA would offer and ASE, achieving Platinum Level with Honda and ASE Master Auto Technician with L1 Advanced Engine Performance. Continuing on the training and certification path I became a Maryland Vehicle Safty Inspector, a Maryland Emissions Repair Technician, and a Maryland Licensed Locksmith. In 2002 he was recruited to open a new Honda dealership as the shop foreman, this experience was paramount in igniting his entrepreneurial spirit. In 2006 he launched Choisser Enterprises, Inc. DBA Choisser Import Auto Services, a mobile auto diagnostic service. He kept this business small and flexible so he could support and facilitate his two young son's activities. Fast forward, while running this small solo operation, he became an advanced level EMT-I (Nationally, Emergency Medical Technician - Intermediate or Cardiac Rescue Technician in Maryland) and volunteered with the local fire department from 2008 until 2013 when he was offered a career position with the Anne Arundel County Fire department. He used this training and experience to relate to people when discussing their vehicle “health”. The modern automobile is more like a complex organism than one might think, each system is interdependent on the other's proper function. This decision to serve the public on a different level is when he hired his first 2 employees and in 2014 we started operating out of our current 3 bay facility in Davidsonville, MD. They have grown to 9 member team, including himself. Their goal is to keep vehicles on the road for at least 15 years or 300,000 miles and to keep our customers out of new/used vehicle debt. We accomplish this through consumer education, preventative maintenance and proactive repair processes. Key Talking Points Educate customers- relate to them and guide them where they should be. Transparent communication that offers comfort. Maintenance- eating well, exercising, not living a sedentary lifestyle for both humans and vehicles Vehicles should be viewed as infinite instead of finite “good for few years then turn in” “Car Pain”- everything that is painful that surrounds a vehicle (breaking down, AC/heat doesn’t work, getting new vehicle etc) Pay attention to predictable car pain. Weak points in different makes and model vehicles- have your team understand and research and discuss openly. New customers- they are “breaking up” with their previous repair shop, ask them what their “car pains” are. Let them know your unique approach as a business- eliminate car pain and provide enduring confidence with vehicle (unless rusted out, been in flood, structural damage and less than 15 years old it is beneficial to keep it). What’s in it for the customer- keep you on the road and provide a return on investment with their vehicle. Robert has 80% customer retention- based on old Honda maintenance practices. Uses Bolton for the pre-scheduling process. Hesitation with pre-scheduling appointments for customers- if they drop off their vehicle they lose their freedom. How do you overcome that? Consider loaner cars Stubbing your toe- you will limp and it affects your forward motion. Hitting pothole- activate ABS, stability, change shift points, throw the alignment off etc. When that goes unaddressed bigger issues will arise. SOAPE Note- Subjective (what you see), Objective (customer car pain), Assessment (inspection), Plan (what it will take to fix it), and Effect (this is what it means to customer and driveability of the vehicle going forward). Referrals- customers are the best marketing source. New customers that come in based on referrals and drop their keys are essential and their trust cannot be compromised. Thanks to Rob Choisser for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://www.youtube.com/watch?v=H2pWeJGVgNs Fred Gestwicki, Jr, Fix-It With Fred, Canton, OH Gilda Dykman, 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. Russell Crosby is the owner of Russ’s Wrench Auto Repair located in Clinton, NJ. Listen to Russell's previous episodes HERE Key Talking Points Technicians- you must be constantly growing technicians, hire out of local high schools/colleges and grow them. Apprenticeships are key. Shift mindset of the youth- open different pathways besides college education Don’t wait until you lose a technician to hire a technician- being heavy on technicians leads to other opportunities (satellite location, more efficient). It’s not a risk, it’s an investment. No one complains they have too many techs. Don’t be afraid to have conversations with other technicians- build trust, if it doesn’t work out they will find another job within a day Fear prevents you to go into a new world of greatness- changing positions isn’t comfortable but necessary to grow Emerging technology- the future is here, training for new EV vehicles, start a marketing campaign for new clientele and technicians. Educating customers that hybrids need repairs. Look into charging ports. This is your opportunity to gain lifetime clientele. Total lifetime spent- customer personal ARO. Motivation isn’t the bill today but the whole driving career. This is a service industry, not a repair business. What is your mission of the business? Investing in their car invests, in their community. Let them know what you do behind the scenes (helping the community). Put the plaques and newspaper clippings in the shop, Be proud and let your customers know. Be the inspiration. Change mindset- we are financial advisors to customer’s investments. Ask customers what their plan is for their vehicle, keeping it forever? Spare car? Are they looking for a new car and need advice? A special thanks to Fred Gestwicki Jr, Gilda Dykman and Russell Crosby for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter LinkedIn Instagram Youtube Email Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.comClick to go to the Podcast on Remarkable Results Radio

Mark Roepke, Quality Auto Mart & Service, Batesville, IN. When it comes to “Alternative Profit” centers Mark and Nancy Roepke have created a solid pathway for alternative incomes as the Owners of Quality Auto Mart, Quality Carts and Quality Storage. Mark and his parents bought 4 acres in 1987, just outside of Batesville, IN, to build an auto repair facility and Quality Auto Mart & Service was born. His parents, Charles and Betty Roepke, built a 100 unit Storage facility that was one of the first in the area. After the passing of his parents, Mark and Nancy continue to operate Quality Storage. While doing Auto Service, customers from the Campground across the street started asking for Golf Cart repair and service. The word traveled quickly and Quality Carts was born and has proven to be one of the fastest growing parts of their business. Quality Carts offers Sales, Service, Parts and Accessories and contributes about 70% of the overall income! Key Talking Points Across the street from the shop is a campground, 500 acres with over 700 golf carts- started servicing the golf carts. Started to repair more and more golf carts. Lightbulb moment- “I don’t care what it costs, I just want my golf cart fixed now.” Started charging accordingly with auto repair rate- average 30 per week, no competition, DVI process, treat it exactly like a vehicle. No waiters, drop off only. Golf carts need good maintenance once a year and can last up to 25 years During slower winter months and holidays- free pick up and delivery for golf carts Dealerships would rather sell new carts than repair existing Everyone learns together how to repair golf carts- recurring problems and failures is a learning curve Built website and marketing campaign for golf cart repairs- backed up 2-3 weeks during busy summer months (golfcartdude.com) 2 parts vendors for carts (besides dealerships) Also buys and sells carts- new runs $8-10K, became difficult to purchase new or used post-pandemic Boneyard- carts get sold down to parts down to the frame, only a few in the country and people will drive hours to buy parts from them. All profit. Rental carts- $350 for 3 days Golf courses- receive carts from the vendor, when the lease is done Mark buys them. Thanks to Mark Roepke for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter LinkedIn Instagram Youtube Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer.Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/fYpmX5xvo5I Guest host, Scott Brown from Cardinal Shell, Springfield, VA. Speaking about his new stand alone Business to Business Technology Repair Center. Virtual shop tour with Aden McDonnel from McDonnell (ATS) Automatic Transmission Systems, Livingston, MT Trivia Challenge: Harley Earl designed the La Salle in 1927, the beginning of a trend towards lower and wider cars. As head of GM’s styling department, he invented the tail fin and designed which iconic car? 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/TourClick to go to the Podcast on Remarkable Results Radio

Mike Davidson 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. You can reach Mike at [email protected] Look for Mike’s other episodes HERE. Key Talking Points Creating a Leadership Growth Environment Lesson one Identify people ahead of time (hiring process), employees leave when they are not in a growing environment, high performers enjoy working with high performers. Ask the right questions during the hiring process- discover how they’ve behaved in the past. See how they engage with other employees. Can they adapt to your culture? The employer is making a decision and also the person being hired needs to understand they are making a decision as well. Lesson two job descriptions- keeps owner and employee consistent. Put clear expectations to grow (training), moving target and never completed. The worst thing you can do as an owner is giving employees responsibility with no authority. https://www.industryessentials.net - comprehensive job descriptions you can download Lesson three Latitude- watch employees be decision-makers, scout future leaders of business, also give them the opportunity to fail. Let the employee see the results of their decisions. “Don’t tell them what to think, help them TO think.” Lesson four developing leaders- you as a leader need to continue to grow in order to lead others. Be a river not a reservoir. Self-development- what books are you reading? What training are you receiving? Who’s holding you accountable? “What they see, is what they’ll be.” Personal growth- have a process in place, internal growth Lesson five small team development (leadership in action)- small roundtable meetings within the team to solve their own problems, they have the authority and responsibility to do so. DISC within the team so they know how to communicate with each other. Thanks to Mike Davidson for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://www.youtube.com/watch?v=XdNT2JDRZiY Scott Brown, Cardinal Plaza Shell, Springfield, VA. The second-generation owner of Cardinal Plaza Shell, a 2,700 square feet, 5 bay independent repair shop and LEVEL 5 Solutions, an automotive technology company. Celebrated 50 years in business during 2019. Scott is a Member & Past President of Virginia Automotive Association, Member of Car Care Professional Network through the ACA. and founding partner of the Blue Ocean Buying Group for independent repair shops Craig Noel, Owner of 4 location Sun Automotive Springfield, OR. Craig graduated from Lane Community College in 1987 with a Bachelor of Science in Automotive Repair and quickly went to work. He worked for Ford as a Senior Master Technician and then working my way up through the ranks as Team Lead, Service Advisor, Assistant Service Manager. He has also built ground up Street Rods/Show Cars for over 30 years as a hobby. He was “headhunted” by the original owner of Sun Automotive in 2011 and became GM at that time. As of January 1st 2017, he is the proud owner of Sun Automotive. Listen to Craig’s previous episodes HERE. Key Talking Points General Manager- “mini-me” and coaching process to get into COO role COO- confident trusting all aspects of the business including financial decisions Doesn’t depend on locations, but more so on employee count and how much business, you’re doing. You need someone to compliment you as an owner and it will be different with every business. They are “decision filters.” CEO/COO- training for both roles. Separated roles (guard rails) moving in the same direction. Learning about yourself, the business, and the relationship with roles Attention to detail- helps with training advisors, inventory, processes etc CEO- stay in the future, manage team, set the vision/strategy, allocate resources COO- stays in the now, managing own team, execute the vision, leads change “Make your presence present when you’re not present.”- what would the CEO do? Make moral decisions, let go as an owner so they learn. Equal relationship- both doing equally important things in business Communication- both ways up and down especially in beginning, changing the habit of employees, they need to communicate with GM/COO. Consider taking a survey in your business on communication. Cheerlead them so they cheerlead others even when things are smooth. Bigger the position, the bigger the target for negatives. Keep supporting. “How am I doing? What’s next?”- questions GM/COO will be asking. 70% mental positive deposits (emotional bank account), 30% withdrawals giving direction and guidance Finding GM/COO- hardest job to fill, almost like entering a marriage. Hiring from outside can be difficult to fill the position. Internal candidates- task them certain things, what is their ability to think ahead multiple steps? A special thanks to Scott Brown and Craig Noel for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter LinkedIn Instagram Youtube Email Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.comClick to go to the Podcast on Remarkable Results Radio

Craig Noel, Owner of 4 location Sun Automotive Springfield, OR. Craig graduated from Lane Community College in 1987 with a Bachelor of Science in Automotive Repair and quickly went to work. He worked for Ford as a Senior Master Technician and then working my way up through the ranks as Team Lead, Service Advisor, Assistant Service Manager. He has also built ground up Street Rods/Show Cars for over 30 years as a hobby. He was “headhunted” by the original owner of Sun Automotive in 2011 and became GM at that time. As of January 1st 2017, he is the proud owner of Sun Automotive. Listen to Craig’s previous episodes HERE. Key Talking Points Training- slow things down instead of hurrying and overpromising and underdelivering. Service advisers need to be trained to understand and layout how the repair process looks for the customer along the way to both educate them in the moment and to set the expectation of what to expect in the future. “Don’t promise what you don’t know.” Repair order audits- it needs to be clear and easy to understand that the spouse at home will know what’s going on and the competitor be impressed. “Paint a good picture.” Technicians need to sell the job to the advisor that can be resold to the customer. Education- vehicles now are 4 times more complex than the Apollo rocket. Being a rocket scientist 40 years ago was a recognized and respected career path. We are now automotive engineers and it should be plan A instead of plan B. Capture PTA/School boards and get in front of students and parents. Culture- teaming together employees that have passion for people and the industry. Paid training during business hours. Respecting their family time. Community- being involved and present. Always have a finger on the pulse of the community and get involved when you can. Advice- don’t get lost in the white noise when promoting who you are, pierce the white noise with a sincerity arrow. Retention- both for employees and customers. Create an environment neither want to leave. Thanks to Craig Noel for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter LinkedIn Instagram Youtube Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to 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

https://youtu.be/lAWzbES7h8M Panel: Joe Hanson, Gordies Garage, Roseville, MI. Listen to Joe's previous episodes HERE. Bill Nalu, Interstate Auto Care, Madision Heights, MI. Listen to Bill's previous episodes HERE. Key talking points: Done the same way daily. PredictableOne person in charge of the processJoe:Planning, production recap of the dayFeedbackParts review for next dayMake the morning a quick start. Get mentally prepared for the next day.What is coming in. Set the expectation (stage) for the next day’s productionCash in - Cash outUse bank bag and drop offManage parts returns. Don’t let it get out of hand.Bill:Set the stage or table for the next dayYour survival is dependent on great organized processesBill offers flexible hours to his teamVerify if the vehicle left out has its windows up and is lockedKey’s are locked upCheck all building doors. Be sure they are lockedBe sure after-hours customer pick-up’s keys are in the lockboxA walk through the shop:Acetylene tanks are closedDoors are closedHoist locked downAll electronic tools locked in a special cabinetAll other tools and equipment out of sight from prying eyesVerify the bank deposit against the shop management systemCheck HVAC system or thermostats Lock up cash drawer cashThanks to Bill Nalu and Joe Hanson for their contribution to the aftermarketLink to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HEREFind every podcast episode HERE.Every episode is segmented by Series HERE.Key Word Search HERE.Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee 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/carm to learn more. Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/GkvdwBzPrbg Guest host, Charlie Marcotte, American Pride Automotive, 4 Locations serving the Virginia Peninsula. Spoke about Profit First.Virtual shop tour with Brenda O’Neal from Repair One Automotive, The Woodlands, TXTrivia Challenge: In What Year Did the US have 1,000,000 registered cars? 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

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate. She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE. Key Talking Points Emily’s Dad- Owns a national wholesale auto parts business that he started in the 1990s. Both parents immigrated from Hong Kong. Emily used to put label stickers on boxes at the shop when she was little. Enjoyed spending time with him. Learned math by playing blackjack with him. The integrity of business- miscommunication will happen but everything is a discussion/conversation. Worked through racial discrimination by not having a victim mindset.Emily has a commitment to purchase from the “jobbers” instead of buying directly from dad- respects the channel Being an entrepreneur-"Kids will never remember the extra hours you put into work, they'll remember the extra hours you spent with them" COVID was a blessing in disguise, being able to spend more time with family. Watching a live game vs highlight reel- the highs and lows of a game when you don’t know the final outcome can seem overwhelming, but when you’re watching a highlight reel and you know the score it doesn’t hit as hard. In the end, everything is going to work out. Our day-to-day lives is only a small data point in the big picture. Mistakes are learning opportunities if you pay attention. Thanks to Emily Chung for her contribution to the aftermarket’s premier podcast.Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HEREFind every podcast episode HERE.Every episode is segmented by Series HERE.Key Word Search HERE.Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://www.youtube.com/watch?v=qf8MKAuptto&t=360s Todd Zimmerman, Dynamic Automotive’s Location Leader. He developed a passion for automobiles at a young age and turned it into a career 28 years ago. Todd's early years were spent in Ford and Lincoln dealerships and the last 14 years working with Dynamic Automotive. He started as a technician and then a shop foreman and currently as a location leader. He's an ASE certified master technician, Maryland State Inspector and registered Maryland State emissions repair technician. Todd has worked with ASE as a subject matter expert and to develop the recertification mobile app. He also enjoys mentoring the next generations of technicians. Previous episodes HERE. Adam Trawick, Dynamic Automotive's Location Leader Paul Foster, Dynamic Automotive's Location Leader and Safety Committee Chairman. He has been in the auto repair industry for 28 years and with Dynamic for 13 years. Paul is a MD state inspector, ASE certified Master Tech with L1, L2 and L3 certifications. Worked in the shop for 23 years and have been the leader at Urbana for 5 years now with his sights set on the General Manager role with Dynamic Automotive. Key Talking Points Location leader (manager) Paul- technician at a different independent location for 5 years, left, became shop foreman and then managerTodd- 13 years in dealership world, wanted to look for something else and be more a part of the business and customers experience Adam- worked at independent shop 18 years and plateaued, hired and within 6 months became manager of new location Growing sales for new locations- marketing with mailers Dynamic Automotive- one of the biggest business in the area and well known, everyone is willing to help each other and there is growth potential Growth expansion to 5 stores- giving more people opportunities, the learning curve can be steep and fail forward. Letting your employees make their own mistakes and learn. Future positions- district manager, location development roleRoad map reviews- gives employees the opportunity to list goals and expectations Training/mentorship- investment into employees and guides them on their career path, keep training resume on each employee. Also creates a networking outlet. Advice- take time to think before you speak (filters), be thorough and don’t rush, train your replacement and make sure they’re awareA special thanks to Todd Zimmerman, Adam Trawick and Paul Foster for their contribution to the aftermarket.Books Page HEREListen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter LinkedIn Instagram Youtube Email Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

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. Key Talking Points Training- to give someone the skills needed/upgrade skills to complete a jobTraining approach- overarching similarity but there should be a difference depending on the position. Technician training- has to be calculated, sustained, progressive, evolve with changes in technology. It will change the most in business. Learning is a part of your culture and ongoing. Starts from top-down. Create self-awareness with your employees- how do you lead? Are you asking questions as a leader (not accusatory but leading questions)?Do you have a marketing calendar? How about a training calendar?ASE certifications- know your worth and grow from there and get a sense of fulfillment through achievement Assessments/competence- all starts at recruiting/hiring. “Garbage in, garbage out.” Constantly assess what their skill level is, never do cookie-cutter training. Be individualized. Also, train for what your business needs too. Assessments are launching off point for improvement. Unconscious Competence, Conscious Competence, Conscious Incompetence, Unconscious IncompetenceHas training become unprofessional? Ask employees to go after hours for training and not be paid.On average if you spend $100 on training you’ll receive $450 in return Retention- how do you fight boredom with your employees? Put them in front of a challenge and be given the opportunity to grow themselves. Comebacks- training opportunity. Technicians will work on it under the supervision of a manager as neutral pair of eyes. Mistakes happen and you can turn it into a positive by having the technician correct mistake and teach it to others in the shop.Be proactive, not reactive- to be the best business it doesn't come easy or free. What is your commitment to your employees? Provide the best working environment to allow them to achieve their highest potential Inducting training: Condition of employment, need to be trained first before working on car/talking to customers to learn ways of business. Trainual software- take SOP’s and transfer into digital format to go through it and be assets what they’ve retained with questions Continuation training- second step, progression of trainingRedeployment- changing positions especially when you have multiple locations Remedial- refresher training Cultural- all employees should understand your “why” Developmental- acquiring self-awareness to grow as a person Innovation- innovate on changing technology Retirement- transitioning to a different path Thanks to Karim Morsli for his contribution to the aftermarket’s premier podcast.Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HEREFind every podcast episode HERE.Every episode is segmented by Series HERE.Key Word Search HERE.Be socially involved and in touch with the show: Facebook Twitter LinkedIn Instagram Youtube Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee 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

https://www.youtube.com/watch?v=N9lUoKR3ysc Guest host, Chris Cloutier, Golden Rule Auto Care, CEO AutoText.meVirtual shop tour from Sam Craven, The Garagisti, Houston, TXTrivia Challenge: What year launched the Corvette ZR1, nicknamed the ‘King of the Hill” 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

Jeff and Donna Hazeltine- Owners of American Import Auto, Venice FL Troy Vaninetti– Troy has been married to wife Kori for 27 years and has four children with one still living at home with one 15-month-old granddaughter. Troy started working in a Texaco full-service station at age 17 and progressed through the following: from service attendant, tire attendant, apprentice technician, lead technician, shop manager, to purchasing Graham Auto Repair in 2006. Troy knew the importance of having coaching he joined ATI in 2012 and increased his business revenue every since. Troy leased a six-bay building in Graham for ten years before being forced to build his own 7 bay building due to losing His lease in 2016. In his first full year in the new building, Troy doubled his annual revenue. Since then Troy has won the National Top 12 ATI awards in 2018,2019, and 2020. Capturing the number one National Top Shop Award in 2020. Now Troy is working on His second location in Yelm Washington. Listen to Troy's previous episode HERE Key Talking Points Losing 14-year employee-store had plateaued with the technician. It was difficult leaving the comfort zone to get to the next level. Had employee go through 2-year leadership class and join 20 group with no results. Are you ready to go backward to move forward?Started to build a team- hired shop manager and another advisor to buffer losing employee. The 14-year technician put his two weeks notice in to see if they would make him stay, but Jeff and Donna gladly accepted it. Also lost A tech to retirement at the same time- things felt like it was falling apart Donna saw the struggle the shop and Jeff were enduring and reached out for support from 20 group- Troy called Jeff and told him he was at the bottom but it was a turning point to restart the shop. Jeff had seen Troy go through twice as difficult issues with his shop and rise above. Jeff felt encouraged and revitalized. Started getting wins. Jeff had to let employees go that was not accepting of the change. Has all new employees. Jeff was the center of the business and was never able to take a vacation until nowBiggest takeaways- get yourself in a 20 group and start building relationships with other shop owners. Own your dirt instead of leasing for business. Thanks to Donna and Jeff Hazeltine and Troy Vaninetti for their contribution to the aftermarket’s premier podcast.Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HEREFind every podcast episode HERE.Every episode is segmented by Series HERE.Key Word Search HERE.Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://www.youtube.com/watch?v=4nBtoP83XYE Charlene Parlett, AMAM, CEC, ATI Executive Coach Charlene is an Executive Coach at ATI, is a former shop owner, and has been a coach for 6 years. Charlene helps clients find the right solutions to their challenges and encourages them to make the changes that result in having the life they dreamed about when they got into business ownership. Find Charlene'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. Find Maylan’s previous episodes HERE. “He is ‘just a car guy’ with lots of knowledge and is brave enough to talk about it”. Maylan’s purpose is to educate leaders to be a better owner or service writer. Kevin Vaught, Elite Worldwide Business Development Coach, former multi-shop owner. Find Kevin's previous episodes HERE Key Talking Points Developing customer experience- the customer is more willing to pay more if the experience meets the criteria to warrant the price. Customer service is different than the experience. Big things are expected (fix the car and have some complimentary amenities), what about the little things (using first name basis, water bottles with logo in the cup holder when ready). You need to have the entire team involved. Treating internal (employees) and external (customers) with high value. You don’t need money to be kind and nice to others. How does the building look? What is the smell when walking in? How are employees dressed? Do they have nametags?When organizations were asked to rate their quality of Customer Experience, 80% believe they are delivering a superior experience. This is compared to only 8% of customers who believe they are receiving a great Customer Experience GLUE- giving little unexpected extras Number one priority is to treat customers like kings and queens- they are the most important person that day. Relationship business- want customers to keep coming back the rest of their lives, they are not an interruption in your dayYou’re being compared to a customer’s last great experience (inside and outside the industry). What is a good experience for them? Ask them!Technical knowledge means nothing to customers- they don’t know and want to know when the car will be done. Technology won't replace the experience a customer gets, it is a tool. Overpromise and under deliver- customers remember that more than the price of servicesWhat’s your favorite restaurant? Is it based on price or comfort and service?Every customer will talk about a good or bad experience to othersYou make sales with conversation, not email or textsDon’t chase money, money will follow with exceptional service“We don’t fix cars, we take care of people”Raise your standards and communicate them to your team, doesn’t happen overnight. Have a plan and procedure until it is engrained. Make everyone accountable with clear expectations.A special thanks to Charlene Parlett, Maylan Newton and Kevin Vaught for their contribution to the aftermarket.Books Page HEREListen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.Facebook Twitter LinkedIn Instagram Youtube Email Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

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. Key Talking Points 6 bays in 2,000 square feet- 6 technicians, 15-year business. Last three years the business did 1.5-2 million per year. Satelite location- needed more space but didn’t want to expand and purchase another business for a second location. Started looking at flex condos during the pandemic, found one that was available for purchase. It was a call center and part of it is offices for rent plus has offices for businesses for the first time. Tom equipt it with 6 lifts. 5 minutes away from first location. Service advisors will stay at first location. Goal increase business but cut back expense to achieve efficiency First location will be used for quick work, satellite location will be used for work and repair that take longer Challenges- logistics, communications between both shops, AAA towing drop-offs (no parked cars overnight at satellite), and computer systemsMarketing- saying “yes” to the customer. Tom loves the sizzle of “selling and marketing.”Tom is the visionary of the business and in the CEO ATI Program and his second in command is in COO program. Thanks to Tom Grady for his contribution to the aftermarket’s premier podcast.Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HEREFind every podcast episode HERE.Every episode is segmented by Series HERE.Key Word Search HERE.Be socially involved and in touch with the show: Facebook Twitter LinkedIn Instagram Youtube Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits 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

https://www.youtube.com/watch?v=eozm7M1qMKg&t=1s Tom Sciortino, Total Automotive, Tonawanda, NY. Graduated 1983 ECC with an associate degree in Automotive technology. Worked from 1981-1986 (broad Elm, Tire man, and Goodyear) and opened Total Automotive June 1st, 1986 (just celebrated 35 years in business. Purchased his current location in 2016 after renting for 30 years. Tom has 3 techs, 1 service writer and is an ASE Master Tech John Armstead opened up Armstead Automotive Repair in 1986, out of a two-bay garage, in downtown Holly. In 1992, Armstead Automotive moved to the existing location on Fish Lake Rd. At this location, Armstead Automotive was able to expand and tailor to our customer’s needs. In 2004 we added a heavy-duty 4 bay addition, that can hold vehicles as large as school buses, RVs, and bucket trucks. On the west side of the building, John built a custom railroad track for all hy-rail needs. Armstead Automotive is willing to adapt to what our customers need…challenge accepted. Now, Armstead Automotive is a fully-fledged auto repair shop complete with nine bays and a family of Armsteads, working tirelessly to deliver an experience that goes unrivaled in Holly, Saginaw, and the surrounding communities. For an auto repair shop in Holly or Saginaw that looks out for you and your vehicle, no matter what, through the complex transmission repairs, to a simple oil change, look no further than Armstead Automotive Repair. Key Talking Points Waiting customer- demand purchase, if needs battery customers would rather have it done right away. Offer print out and keep a history of batteries. Be consistent.Battery testing- DVI process/inspectionBoth John and Tom sell around 150 batteries per year- 3 per weekRotate stock batteries every 90 days Hotter climates batteries often need changing after 48 monthsSome cars won’t start/stop of battery is weakBatteries dying- lights staying on (map lights). COVID 19- cars sitting for a long period of time and won’t startIf you’re not selling batteries then you’re not checking/testingProfitability- 25-35%, labor and sale like tires.AAA won’t change on road for certain cars with batteries in the trunk or under seat etcThanks to Tom Sciortino and John Armstead for their contribution to the aftermarketLink to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers.Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HEREFind every podcast episode HERE.Every episode is segmented by Series HERE.Key Word Search HERE.Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee 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/carm to learn more. Click to go to the Podcast on Remarkable Results Radio

Trish Serratore Senior VP Communications, ASE Talking Points: ASE Service Professionals Month June each year Recognition of our true professionals Essential workers The automotive service professionals have kept our cars running during the pandemic June is ASE's birthday month. 50 years old next year (2022) Take a moment to thank your technicians, parts counterperson, service advisors Tools to help you at: https://www.asetoolkit.com/toolkit/aspm We discuss some why and how to jump on board with Service Professionals Month. This is a very short listen and we toss up some ideas on how to build momentum inside your community, but more important to thank your people who have invested in their ASE Certifications. There is still time to embrace and support ASE Service Professionals Month. Click to go to the Podcast on Remarkable Results Radio

Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge. Guest host, G Jerry Truglia from TST. G Jerry's previous episodes HERE Virtual Shop Tour at Dorman Products. Dorman previous episodes HERE Trivia Challenge: Which Car Was Labeled "The Worst Car in History"? 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 is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE. Key Talking Points Competent technician shortage Biggest issues within shops- communication and remembering everything as things change Commute back and forth to work- have time to think about your day. Be honest and critical. When you’re entry-level there may be more negatives than positives, don’t beat yourself up about it. Unpack it step by step. Were you on your phone too much? Did you have unnecessary motions? Keeping journal/diary/google docs- while at work jot down some bullet points and when you’re at home expand each one. Helps with great with memory and learning. If using an electronic journal you can search it as time goes on. As you accumulate entries over time, go back and read what you wrote and see firsthand the progress you’ve made. Brings value to yourself and employer. Confidence through competency. Steer the direction of feelings of anxiety and being overwhelmed with new information. Use anxiety to push yourself forward. Future journal/diary you write in every month or every few months. Where do you want to be? How will you get there? Be a specialty tech or diagnostic tech etc. Build a path and map out weak areas to focus on. Everyone learns differently- write down your take on processes that helps you learn and remember The way your brain works is malleable- rewire it with how you learn best What is memory? To learn from mistakes and not doing them again. Our memory has changed as technology has advanced. We no longer memorize information like we used to with the ease of the internet search engines. Remembering phone numbers is a skill of the past. Scientific proof and studies- Journal of Applied Psychology and National Academy of Sciences. Jorge Menchu- Episodes 180 and 241 Thanks to Matt Fanslow for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN. He just started to build a brand new shop and experts to be in by June 2021. Seth was educated at a UTI in Chicago, where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up. He is the owner of Eurotech, which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians is able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models. Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program. Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners have helped grow his business. Listen to Seth’s previous episodes HERE. Troy Vaninetti- Troy has been Married to His beautiful wife Kori for 27 years and has four children with one still living at home with one 15 month old granddaughter.Troy started working in a Texaco full service station at age 17, and progressed through the following: from service attendant, tire attendant, apprentice technician, lead technician, shop manager, to purchasing Graham Auto Repair in 2006. Troy knew the importance of having coaching he joined ATI in 2012 and increased his business revenue every since. Troy leased a six-bay building in Graham for ten years before being forced to build his own 7 bay building due to losing His lease in 2016. In his first full year in the new building, Troy doubled his annual revenue. Since then Troy has won the National Top 12 ATI awards in 2018,2019, and 2020. Capturing the number one National Top Shop Award in 2020. Now Troy is working on His second location in Yelm Washington. Key Talking Points Seth Thorson- 3rd location, built within 9 months in a motorplex condo. It was a PUD (planned unit development). 4,000 square feet, 6 bays total. Tile floor came from Germany and an employee from the company came to install it on a work visa. Epoxy tends to not hold up as well as tile. Customer waiting room downstairs and VIP lounge upstairs. Kitchenette upstairs as well. The location will be hosting car shows and events. Two customer bathrooms and one employee bathroom. Oil and fluids housed upstairs with a pump system. Had fixed price budget bid. Radiant in-floor heat and HVAC air conditioner. Discussed planning and input with shop foreman. Promoting 3 locations on the website, you can call and reach a live person that will book an appointment and pick up car to be serviced at a different location. Troy Vaninetti- new building 4 years old, 7 bays. Over 2 years to be built start to finish. Covered entrance service area. Mixed soil with concrete because the soil was too wet to build on. Made depth 50 ft in case he wants to repurpose space as commercial retail space. Hired a designer to design the interior of the shop. Within the first year the shop doubled revenue, nicer building attracts different clientele. Upgrading customer amenities- people make emotional decisions based on how they feel when they walk into a place. Advice- start early because it is a long process. Remodeling is very different than new builds, make sure you are clear with vision with architect. Visit as many places as you can to decide what you like and don’t like. If you can, assign someone to help with obtaining permits and being the squeaky wheel. New builds/updates to buildings also attracts technicians that want to work there. Have financials in order for bank and be prompt with reports they need. A special thanks to Seth Thorson and Troy Vaninetti for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter LinkedIn Instagram Youtube Email Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Mike Bennett has been in the industry since 1985. He is an ASE Master Tech who has worked for GM as Technician, Shop Foreman, Service Manager and Service Director for 2 locations. Mike bought his current shop, Mike’s Kars, in Gettysburg, PA in 1999. It is a a four-bay shop with 3 technicians. In 2011, he became a full-time coach with Automotive Training Institute helping shop owner’s to re-engineer and grow their businesses. Mike Bennett’s previous episodes HERE. Key Talking Points Coaching CEO’s to their next level- changing focus, being director of “what’s next?” Developing knowledge and skillset of true CEO mindset. Operate effectively in the position. Getting outside perspective from different industries Glass ceiling- going beyond being a shop owner and day to day operations Growth-minded individuals- if you’re willing to grow, growth will occur. Are you willing to put in the work? Growth of business only moves as fast as the leader goes Necessary qualification- position within the business, what is their level of involvement? Do they have solid organization below them? Second in command (COO)? 20 groups define peer networking Changes in the industry- increased professionalism and training Pandemic accelerated timeline for businesses to rise and the businesses that don’t adapt for change to fall. Succession- hot topic and reality of mortality in the working world. What does your legacy/succession look like? Sell to fund retirement? Thanks to Mike Bennett for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter LinkedIn Instagram Youtube Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge. Guest host, Bill Nalu, Owner, Interstate Auto Care, Madison Heights, MI. Bill's previous episodes HERE Virtual Shop Tour with John Gustafson owner, Gustafson Brothers, Huntington Beach, CA. John's previous episodes HERE Trivia Challenge: In Christopher Nolan’s film Batman, Bruce Wayne drives a Lamborghini Murcielago. In Spanish What does Murcielago mean? 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

Mike Davidson 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. You can reach Mike at [email protected] Look for Mike’s other episodes HERE. Key Talking Points What they see is what they will be- As an owner you are on stage all the time Let your “yes” be yes and your “no’ be no Always do your homework and know your facts List your options and count your costs- project before you react Seek advice from the right people- listen to your instincts and make decisions based on principles Don’t be on a leadership journey alone- need to have good people around you and you chose them, leadership is influence 7 C”s: Communication- Listen, learn, lead. Connection- Can’t ask for an employee’s hand before you have their heart-having interest in the person, value in person, express gratitude. Confident- “Be good at what you do, but be great at who you are.” Personal development must continue to grow. Find value in other people to find the right answers that you don’t know. Compassion and caring- see beyond the moment when in situations and look at the bigger picture. Curiosity- asking for feedback, ask questions based on curiosity. Character- internal, who you are when no one is looking, personal values, how you handle situations, tough times show your character. Conviction - trust is communication through conviction, leaders must be trustworthy with employees 9 questions to identify if you’re approaching the situation the right way- The root of a problem with an employee is that they are either unwilling or unable to do whatever the situation is. Need to have a balance of care and candor. Have I invested in this relationship enough so I can be candid with them? Do I truly value this person as a person or just as a team member? Am I sure that the issue is theirs and not mine? Am I sure I am not speaking up because I feel threatened Is the issue more important than the relationship? Does the conversation serve their interest and not just mine? Am I willing to invest time and energy to help them change? Am I willing to show them how to do something and not just say what’s wrong? Am I willing to set clear expectations? Handling late employee- Ask them if they like to break promises, the hours listed for the business is a promise to the customer Why do we hire people? To do what you would do Interman- character/behavior, and outerman- competency Align together Thanks to Mike Davidson for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry. Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry. His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry. Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002. Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes HERE. Vic Tarasik is currently the Major Accounts Director with RLO Training. Public speaking, business management, finance, and leadership skills are some talents he acquired as a service professional that made this position perfect for him. He was a member of RLO Training’s Bottom-Line Impact Group and was twice awarded the Member Excellence Award for being the top shop in his group. Vic took an interest in all things mechanical at a young age. He worked on a variety of vehicles for friends and family. His interests grew into racing at local drag strips driving his 55 Chevy, which he still owns. In 1986, he returned to his roots and launched Vic’s Precision Automotive from his two-car garage. The heart of Vic’s Precision Automotive was galvanized for Vic as a boy; he watched his single mom struggle with service providers over the years. When he opened his shop, he was determined to make it a place where female customers felt comfortable. Listen to Vic’s previous episodes HERE. Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click HERE. Institute for Automotive Business Excellence website. Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today. Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE. Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE. Key Talking Points Professionalism- How do you answer the phone? How do you interact with customers? What is the image of the business? How do your technicians look? What does the shop look like from the front? There needs to be a process for everything. Do we see ourselves as professionals and on the same level as doctors/lawyers? Starts with the owner and leads to the industry as a whole. If you don’t have a professional shop how do you expect someone to want to come to work for you? Why arent the best technicians working in your shop? Why are people leaving the industry? Why is the average technician’s pay still only 50K? 85% of the industry isn’t paying attention, not thriving and not being successful You don’t need to be cheap to be busy and fill shop- a busy shop often isn't a profitable shop 2nd largest investment for customers is their vehicle - duty and responsibility to give them choice for repairs. We provide transportation and safety. Labor rates should reflect your competency and based on profit strategy Culture of business- strive for a career mindset instead of job mindset culture, employees want to be a part of business and move it forward Solution? Professional association to abide by, standards, certification process to open a shop? What can you do right now? Define your target customer. Market to them and learn how to say no to the others Raise your prices now not later- stop having the fear that your customers won’t pay higher prices. Not everyone can afford to be your customer and that’s okay. $10 increase you can afford to lose 25% of clients and still make more. Don’t look at saving money to be profitable Pay increase for employees- staff should know how revenue works, expenses etc. Net profit isn’t a dirty word. Need to be profitable on the bottom line to increase pay. Be successful as a team. Increased pay could be in form of vacation days, 401K, incentives, benefits. A special thanks to Bill Haas, Vic Tarasik, Cecil Bullard and Bob Greenwood for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter LinkedIn Instagram Youtube Email Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio