carmcapriotto

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. Key Talking Points Issues- aren’t good or bad, big or small, they’re just issues not problems. If you have a wheel that spins, how do you spin it faster? That is an issue and opportunity, not a problem Communication issues is most common- communicate your message with who needs to know, when they need to know, and how you deliver it. Long-term issues list- VTO (vison, traction, organizer). Issues that can’t be solved within 7-14 days. Too big. Short-term issue list- Level 10 meeting, 90-minute meeting every week. Issues that can be solved within 7-14 days. Identity, discuss and solve. Too often people discuss the symptom of the issue instead of truly identifying it and it never gets solved. Important to find the root of the issue. Right person right seat issue? Is it “follow by all” issue that requires more training? Moving to solve, captures all “to do’s” and assign to a “who” (could be 1-3 people) and review. Where do issues come from? Usually start from top-down. The top person notices what’s wrong and brings it up. Bottom-up issues lists- when you slowly start implementing EOS within your business, issues can be solved within smaller segments before they reach top leadership. Shared morals/shared core values= high moral in business Disipline=freedom. You’ll often start solving other issues instead of focusing on 1 singular issue. Thanks to Barry Barrett 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 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. Click to go to the Podcast on Remarkable Results Radio

JJ Greenfield from JJ Auto Care, Jacksonville, FL. Link to his previous episodes HERE Kelly Michel from Kelly's Auto Repair, Dunnellon, FL Key Talking Points Providing a comfortable break room- a clean area for eating breakfast or lunches. Tables, and chairs. Stocked fridge, microwave etc. Providing lunches once a week or once a month- eating together is actually a hidden team-building exercise without the actual meeting event. Social atmosphere and friend basis instead of coworkers in the shop. The world will wait while everyone eats lunch- consider closing shop for an hour to provide a break for your employees Technician bathroom- air-conditioned with shower. Give your techs the opportunity to cool off or get ready for an appointment after work. Embroidered towels for each technician- JJ launders them weekly himself JJ has cocktail hour Friday evenings Kelly added a bathroom and shower when he was renovating an office for his wife- he also redid the breakroom with drywall, table, chairs, pizza plate, TV, fridge etc Celebrate employee wins- Kelly got a cake for when his tech received ASE master technician certification Kelly lowered the temperature of the building by having a protective coating applied to reflect the sun 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 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

Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge. Guest host, Chris Chesney, Sr. Director Customer Training, Carquest Technical Institute. Chris's previous episodes HERE Virtual Shop Tour with Judi Haglin, Haglin Motors. Denver, CO. Judi's previous episodes HERE Trivia Challenge: What Brand on April 29, 2004 Closed its Doors? It was the Oldest Automaker. 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

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. Find out more about Justin’s episodes HERE. Barrett Automotive Website HERE. Key Talking Points Justin’s toolbox has been at the business for 11 years, since the beginning- wants to be able to bring it home and work on the business instead of in the business 2 weeks of working in bays to catch everyone up turned into 6 weeks Saw production gaps between some of the technicians- was able to work side by side and teach younger technicians how he plans his work and gets it done. See if you can combine work orders. Realized the need for more SOP’s for the shop to follow for both in the bays and in the office Downside- losing focus on business Had technician from dealership lined up to come work in business to replace his spot- technician ultimately decided to stay at the dealership. When the technician told Justin he was staying, Justin left things on very good terms to keep an open door for possible future. A customer came in for his BMW evacuate the refrigerant so he could replace the compressor- was back in the shop within an hour and a half time. Justin and the service advisor were impressed and asked about his experience. He loves working on cars but never worked in a professional setting. Gave him an application and is currently working in the shop on a trial basis. Considering implementing an apprentice program for him. Thanks to Justin Barrett 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

Kenneth Greffin-28 years in the automotive industry. President of Aspen Auto Clinic with 5 locations. He's done a bit of everything; tire buster, oil changer, Shop Owner, Franchise Consultant and Big Box Automotive Retail Executive. Sam Craven- Owner of The Garagisti, Houstin, TX. Following an established career in business and real-estate, native Houstonian Sam Craven has brought his passion for business and racing together with a return to his roots within the world of cars and motorsports. A graduate of Texas A&M’s Mechanical Engineering school, Sam was a busy student. While some headed to the bars on the weekend, Sam headed out all over the country between classes (and sometimes during classes…) to work as a mechanic and run data systems for Ferrari, Porsche and open wheel race cars. Sam created The Garagisti to be a space for both the hardcore enthusiasts and people who simply desire trusted, quality work combined with an excellent client experience. The Garagisti was made for the people that appreciate their car and expect a dealer level experience. Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business. Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry. Listen to Greg’s previous episodes HERE. Transformers Institute HERE. Key Talking Points Build a culture where technicians meet owners of vehicles- brings more relationship and effort to repair. Break down the wall of what technician knows and what customer understands- if the customer doesn’t understand, they don’t feel comfortable buying Build trust at every touchpoint- mailer, curb appeal, roads on way to location (are mom and kids comfortable driving there?) marketing, follow up after the customer has left, answering the phone, how does the shop look? How do technicians look and speak to customers? Make it a point that technicians should say “hello” to customers when walking by. Little things lead to big things- both positive and negative “I need my car towed to your shop” - set it up yourself instead of giving them the tow truck phone number “No update update” -keeping customers in the loop Phone etiquette- beginning of first human interaction, the customer is calling because they are looking for help. Take the stress level of customers down. Building trust and making them feel like they called the right place. Tonality, customers can’t see your face, your only tool is your voice. Record and listen to your phone calls. Get the basics done. Make it personal- use pictures of owner/employees Collaborative interaction with customers- make them a part of the process. Show them the DVI. The choice is their own, how you relay the message and repairs makes the difference. Collaborative interaction with employees- everyone needs to hold each other accountable, share ideas, support, offer feedback Transparency- no one makes decisions unless they 100% understand, consider showing the customer their fluid sample colors “Test procedures” can help customers understand diagnostic work “Key droppers”- are they repeat customers? Service advisor’s goal- win skeptical customers over with exceptional customer service How do you handle complaints? Find resolution and recovery to repair the relationship Consultive style selling techniques- ask the customer what they use their car for, what is their relationship with their car, how long do they plan on keeping it A special thanks to Ken Greffin, Sam Craven and Greg Bunch 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

Jake Sorensen- 2019 NAPA ASE Technician of the Year and 2019 Ratchet + Wrench All-Star technician of the year. He is an ASE Master technician with L1,2 and 3 advanced level certifications. He is the shop manager and diagnostic technician at McNeil’s Auto Care in Sandy, UT where he helped develop an apprenticeship program that is registered with the U.S. Department of Labor. This program has graduated several high-performing automotive technicians and was used by NAPA Auto Care as a template for their automotive apprenticeship program. Jake also developed the curriculum for an automotive course that he teaches at an adult education high school. Listen to Jake's previous episodes HERE Key Talking Points How & why start building an apprentice program- Call it a Tech shortage or a shortage of qualified Techs either way almost every shop is looking for at least one technician right now. Set your shop apart by offering an apprenticeship. Quality Technicians are more likely to accept a job offer when they see the shop has a commitment to training. Training becomes contagious for everyone in the shop Use a program that is already available. Incorporate pay- This is not an internship, make sure pay increases as they progress and hit milestones. Take advantage of all learning styles available to you. Some learn better through videos others through in-person or hands-on. Use every option. Finding apprentices- schools, running a local ad for an apprenticeship. Look for someone who has been at previous employment for a significant amount of time. “No previous experience necessary” Finding the right mentor and the time to do so- Qualified technician. The right personality and compensated accordingly. Willingness to share, help and learn. Doesn’t have to be the most seasoned veteran in the shop. In House training- Offer training specific to your shop's needs- evening vs day, offer variety to meet everyone’s needs and preferences. Share case studies with everyone- discuss issues and how it was resolved. Answer questions about it. Who will instruct? You or your lead Tech if that is an option. You will learn the topic better than anyone when you research to teach. Ask your local mobile techs. Check with your parts distributors. If you cannot find an option, use recorded training and play on a large screen Make it as enjoyable as possible- Close the shop a little early. Give away prizes. Provide food Thanks to Jake Sorensen 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

Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge. Clint Dudley on Technician Pay. Clint’s previous episodes HERE Virtual Shop Tour by Pete McNeil from McNeil’s Auto Care, Sandy and Riverton, UT. Pete's previous episodes HERE Trivia Challenge: 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

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. Key Talking Points Technician turned shop owner- you spend years becoming a great technician, but now you’re starting a business from day 1 with no background training. Spend the same amount of time becoming a great business owner as you did becoming a great technician. Divorce- see your business as a business instead of “our baby” with emotional attachment. You need defined roles with a business lawyer from day 1. Don’t mix personal banking and business banking. Everyone in any business partnership needs to have legal documents- someone may want or need to get out of business, pass away, divorce etc at some point and legal documents are a necessity. Need operating agreement about sale and ownership of the partnership. Succession planning- no one wants to plan for their last day in the business but owners need to have a succession plan in place no matter what Getting started- start the conversation in a business setting instead of at home, have in place key man insurance for both, make decisions when no emotions are involved. Thanks to Charlene Parlett 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 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

Bruce Howes has specialized in the service of European automobiles since he was 21 years old. He is a Bosch Trained technician, with extensive experience in BMW, Mercedes and Volvo. Bruce’s business background began with his family business, his grandfather owned an automotive repair shop during the 1920s. In 2003 he opened the Atlantic Motorcar Center in Wiscasset, ME. Bruce leads a team of highly trained and certified technicians. His business takes a rather unique approach to customer service, focusing on relationships with customer and car. Bruce shares “When a customer comes in and spends more time sharing their son’s baseball game, or showing us photos from their last vacation, then I know I’ve done my job.” Bruce is also a Dale Carnegie graduate and former volunteer with Junior Achievement. Listen to Bruce's previous episodes HERE Tom Lambert, owner of Shadetree Automotive. Tom Lambert got his start right at home. His dad and uncles always had projects going on in the home garage. During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding. In the past three and a half years, Tom and his dad have made strategic adjustments in the business. They are now a $2.5 million dollar a year shop with 10% annual growth and profitability. They continue to improve every day. Tom says he has the best team and a strong culture. In January 2017 Tom bought his dad completely out of the business. Tom struggled for many years because he had lost his passion for the auto industry. After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes HERE. Russell Crosby is the owner of Russ's Wrench Auto Repair located in Clinton, NJ. Key Talking Points Not meeting customers expectations- losing the opportunity to make it right Follow-up calls/email/texts- saying thank you without asking about another appointment, 95% will bring back once you have a conversation. Many won’t let you know what went wrong, reach out and openly accept feedback. 70% of comebacks are communication issues- customer to advisor, advisor to technician, technician to advisor Quality control- tech driving car to verify correction, QC checklist, senior service advisor driving car DVI to minimize comebacks- accountability for comebacks and confidence when talking to a customer Logging comebacks- google spreadsheet, time/repair/cause. Look for trends in comebacks. Is it trainable? More detail the better for service advisors and technicians- service advisors need training on asking customers the right questions Customers often withhold information of what’s wrong or what it’s had done previously because they think it’ll cost less- build rapport and trust with customers and ask open-ended questions for discussion. Let service advisors advise- are they overloaded with estimates/scheduling/answer phone etc? Consider bringing another employee on board. Give them time to talk on the phone and communicate with customers instead of rushing through it. “Caring for cars and people”- value customer and their vehicle Leadership- set goals, get team on board, measure the goals, provide feedback Team culture-making mistakes doesn’t mean you’re kicked out the door. Failure is learning. When mistakes happen bring it up when you’re one on one. Perfection doesn’t exist- give grace to customers and employees and make it right. Progress, not perfection. “Perfection is not attainable, but if you chase perfection, we can catch excellence.” Vince Lombardi Feedback- ask new customers why they chose you and what is frustrating about repair work? Ask existing customers what frustrates them about owning a vehicle, and what frustrates them about having it serviced A special thanks to Bruce Howes, Tom Lambert 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.com Click to go to the Podcast on Remarkable Results Radio

Andy Bizub from 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. Look for Andy’s previous episodes HERE. Charlie Marcotte is the owner of American Pride Automotive and Founder of Transportation Matters. After serving in the U.S. Army, Charlie and his wife Diane moved to Virginia in 1988 and started their family in 1992. Putting food on the table was the primary goal that started Charlie working on cars (illegally) from a 10' by 20' storage unit. A strong work ethic and love of cars allowed those humble beginnings to flourish into American Pride Automotive, with 4 locations serving the Virginia Peninsula. The family unit has always been Charlie's driving force, with three successful children and a bouncing baby Grandson: Life is Good. Building a solid business is a point of pride for Charlie, but his true passion is Transportation Matters. The transportation Matters mission drives positive social change while delivering a competitive advantage to the independent automotive repair industry—the same industry which has provided Charlie with so much opportunity. Key Talking Points Early bird drop offs- loyal customer, comes in for routine services Key dropper- hold out keys and wants to be called when done Trust- yours to lose in everything you do. Relationships- discuss things besides the customer’s car to establish a connection COVID 19- has started training customers to not wait in the waiting room. Customers have changed their behavior and it stressed the value of their time. Communicating with customers- text, calls, email. Make it convenient and streamline Be neutral and objective instead of being black or white without seeing gray. Most production takes place in the middle when you can pivot, listen and adjust to your customer’s needs. Independent shop owners are not the competition- the competition is new car dealer/franchise. The independent shops are grassroots, boots on the ground, and have community ties. “Who not how” Dan Kennedy- how do you get your customer to look at you as their “who” for auto repair? Phone calls- the best insights into customer’s expectations and if they’re being met. Market to existing customer base instead of all going to new customer acquisition- producing word of mouth referrals Subscription service for VIP customers- guaranteed 24 hour appointments? Is being too busy hindering your clients? Dentists prioritize broken teeth for emergency appointments, what about broken cars? Thanks to Andy Bizub and Charlie Marcotte 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 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

Craig Caudill, Manager at Fine Tuned Automotive Erie, CO Key Talking Points Lean- eliminating waste in processes. Waste is anything that doesn't add value to the customer’s experience 7 wastes in lean- motion, inventory, waiting, defects, overproduction, transportation, over-processing Motion- excessive motion techs/advisors being away from the work station. Using instant messaging on the shop management system for instant streamline communication Inventory- excessive inventory isn't bringing value to customers. Has to turn over so it's not wasted money Waiting- technicians input in system precisely parts needed and update lead time in the management system Defects- categorize comebacks Overproduction- doing more than what customer requested Transportation- the movement of vehicles in the shop. Accurate diagnosis first time and identify every issue Over-processing- don't develop processes that are overly complex. Simplify everything to key elements. Don’t overthink or over the process. 5 S event- sort (take out everything you have and see if it's necessary to keep) set and order (essential items are identified and set in order. Tape off areas where items go and have a picture of how that area is supposed to look) shine (after everything is in its place then you clean) standardized (building processes and SOP’s) sustain People don't want to be questioning what they should do- build a structured culture Parts are labeled specific to parts suppliers Improving profitability- waste is time and money. Customers are willing to pay for the value you offer them How to start? Don’t be intimidated. Do research on 5 S and start seeing benefits. 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 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

Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge. Dwayne Myers talks about technician career paths. Dwayne’s previous episodes HERE Virtual Shop Tour by Jonathan Ortiz from Foreign Affairs, Palm Beach, FL. Jonathan's previous episodes HERE Trivia Challenge: 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 is from Parkway Automotive in Little Rock, Arkansas, been in the industry for more than 30 years and a business owner for over 18. Mike is an AMI graduate, an ASE Master Technician, he belongs and contributes to Elite Worldwide and was recognized as the Arkansas NAPA/ASE tech of the year seven years in a row. He’s been doing radio and TV over the last fifteen years talking ‘service’ in Little Rock. Mike helped start the Little Rock chapter of ASA and is currently an officer. Look for Mike’s other episodes HERE. Key Talking Points Leadership deficit in world- hunger and need for true and authentic leadership Leadership is influence and a skill that can be learned Every person born has the ability to lead themselves- doesn’t have to always be a group of people. Can’t lead others until you lead yourself- get others to speak into your life that you know, love and trust. Be intentional when leading yourself Leaders need mentors/coach - speaking into your life regularly Everything rises and falls with leadership- look at issues within the business and discover you are the problem and the solution Employees want consistency and they do not want surprises- create policies/procedures for them to follow “We need to be a leadership company that happens to sell automotive service” Leadership within the business- grow as a leader (out of work) and get your team on board to be leaders themselves “The bridge from good to great isn’t long, but it is built by the nails of discipline.” - discipline is building processes for your life Servant leadership- how can you better serve someone? Equipping- what areas do you need to equip yourself in so you can learn and grow? Attitude- how is your attitude about life and people? Blindspots- if you don’t have people around you to point out and discuss your blind spots, you’ll start thinking you don’t have any. Pride is at the bottom of all great mistakes. Weak character- don’t have guidelines 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

Panel: Leon Anderson, owner of Integrity Auto Care, South Beloit, Illinois and Belvidere, Illinois. A long career with Ford dealerships starting as a technician and ending his Ford career as a General manager. Celebrated by Ford Motor Company for Customer service satisfaction. Lessons learned during that time were the growth of female customers in total purchase decisions. Twelve years ago Leon started Integrity with the thought that he could employ some of the people that lost jobs during the closure of dealerships that were going on in the area and hopefully move some of the customers that were orphaned into longtime customers. Integrity Auto Care caters to customers with a focus on women and baby boomers, as the main customer base. Brittany Schindler, GM of her father's shop in Bellingham, Washington 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. Aden McDonnell is a second-generation shop owner, his parents have been in the business for 64 years. Aden has owned and operated since 2003. He worked for Ford dealership for 9 years and was the youngest service manager in Montana during his employment. Aden believes in coaching and has been with ATI for 8 years. He attended his first SuperConference in 2019 and it was a big change in his thought processes and operations. Aden is married and has two daughters. Key Talking Points Too prideful- Thinking you can do everything yourself instead of training people what to do. Too proud to call customers to ask for a review/ask how they are doing/when they will come back SOP’s- be prepared for daily SOP’s and unpredictable events that take the owner out of business. What is going to make you dispensable? Write down answers to questions your employees have to ask you. Establishing second in command- letting teams manage and be accountable. Trust and empower the people you put into place. Have your second in command go through training and train others in shop. Margins- believing in your shop and the benefits of going there as a customer. Believing you are worth what you’re asking for. Procrastination and pushback from the things you need to do- listening to coach/mentor. Definition of insanity- doing the same thing over and over again expecting different results Trusting people- giving authority to employees to handle customer situations immediately. Establish expectations with employees- too often owners get stuck wearing management hat and never switch to leadership hat. Instead of managing, you need to continue to grow your people. Mistakes when growing (inner growth, outer growth, shop growth)- getting lean with processes to get customers in and out as efficiently as possible Never taking a vacation- if you say you don’t have time for it then it’s not a priority to you 20 groups/coaches saving a marriage- surrounding yourself with people you want to emulate. Having accountability in professional and personal life. A special thanks to Leon Anderson, Brittany Schindler and Aden McDonnell 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

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. Key Talking Points Data- 5 to 15 most important numbers that drive the pulse of your businessYou can’t manage your business by only looking at the money in the bank What are the numbers you need to drive your business? What are they for you? What do you want? What do you think? Not using “KPI” acronym- use “measurables” instead to keep it simple and keep all employees on same team Measurables- numbers don’t lie or have blindspots Company, departmental, individual- different layers that work together to drive success Every individual should have 1-3 measurables they are accountable for each day Employees obtain clarity with job when they know the company’s core values, understand 5 major roles and measurables Accountability leads to fulfillment and job satisfaction Review measurables weekly- the goal is the minimum expectation Managing motivates- never be afraid of aiming to high because what’s worse is when you aim too low and you hit, or not aim at nothing ‘Accountability slide’- missing the mark and being okay with it and making excuses for itHave consequences for yourself when make a mistake ScorecardIn business and life- ranking from 0-5 Have goals in each scorecard Thanks to Barry Barrett 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 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

Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge. Tom Ham talks about rising costs and labor rates. Tom’s previous episodes HERE Virtual Shop Tour by Eric Henley from H-Teck Auto Care in Gray, TN Eric's previous episodes HERE. Trivia Challenge: What Vehicle Won the Motor Trend SUV of the Year Award in 2020? 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

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE. Autotex.me website HERE. Key Talking Points 3D printing will change the way shops do business and how parts are delivered Customization- printing car in future? Speed of delivery with parts Voice technology. Having conversations with technology instead of keyboard use Intuitive user interface- “point, swipe and talk” technicians can talk faster than they can write on paper for DVI’s Ask Alexa who’s the best auto shop in your area- get your name in voice results Consider getting an Alexa and using it in your shop to acclimate your employees to emerging technologies Google search AI/ML- Artificial intelligence and machine learning Machines are learning and becoming ‘smarter’ Data models- your data is important because it “feeds’ models AutoText.meBaywatcher.io- real time based statistics with cameras and license plate recognition Shop efficiency 30-40% of time your shops making money in bays 60% of time bays aren’t making money Bay management- how long has car been in bay? Free brake check- is it really free? Hour diagnostics- is it really an hour? Thanks to Chris Cloutier 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

Doug Grills from AutoStream Car Care Center is a chain of 7 family-owned, automotive service facilities that deliver honest and professional automotive repair and maintenance services to customers in the Greater Baltimore/Washington, DC area. Doug along with his partner Rick Levitan has been around the service station business for over 25 years and has built their reputation by offering best-in-class service to their customers. All AutoStrem Car Care technicians are ASE Certified and the shops are AAA approved. Listen to Doug’s previous episodes HERE. Mike DelaCruz- National Sales Manager, Auto at Broadly 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. Previous episodes HERE Key Talking Points Being On Time Responsibility and create an environment you want to be in and be on time Avoid anxiety when rushing Be early to be on time for your customers Being late affects ourselves and other people Making an Effort Showing effort and giving 100% is showing commitment, demonstrating to everyone else on team Be focused on your work, lead by example, don’t miss things you’re required to do Being High Energy Doesn't mean coffee or energy drinks, its having an internal flame People are drawn to others with high level energy Introvert- quietly stir the flame, be intentional, choose enthusiasm Stress kills energy- humor, exercise, sleep etc Create work life harmony- life outside of work that stirs your passion will reenergize you Having a Positive Attitude Take a hard look at the impact you have on people and business You don’t know what is going on in other peoples lives- words and attitude are powerful Do you want to have a positive or negative impact on others? Leave your problems at the door and be kind Failures and disappointments happen- vent upward not downward Being Passionate Passion involves feeling and emotion and is infectious Smile when answering the phone- “feel the smile” Sales- the transference of feelings Using Good Body Language First impressions are everything- made within 7 seconds of contact Positive non verbal cues- engaged, approachable Eye contact, smiling, posture, arms and hands (cross arms, hands in pockets =not engaged) Non verbal cues must match your verbal cues! Being Coachable No ego when coming together to achieve a common goal- build together Allow yourself to be coachable- be humble and open to learning/new ideas Doing a Little Extra Be willing to go above and beyond Price of entry- doing what you’re required to do. Living the job description Push yourself and take initiative Being Prepared 100% effort- proactive to be prepared Cant serve others when ill prepared Essential and not optional when it comes to reducing stress Success doesn't come from what you do occasionally, it comes from what you do consistently Having a Strong Work Ethic Always building a reputation- invest in yourself, team and company Work hard and generate results Chick fil-A https://www.youtube.com/watch?v=2v0RhvZ3lvY A special thanks to Doug Grills, Mike DelaCruz and Clint White 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

Donny Seyfer. AMAM, the executive officer of NASTF (National Automotive Service Task Force) Donny spent years as co-owner of Seyfer Automotive, in Wheat Ridge, CO as a 3rd generation owner, and has over 30 years of automotive experience as a technician, manager and service consultant. His Dad started in 1961 and his grandfather was building race cars before that. Donny is past chairman of ASA and serves on many industry boards and committees. Listen to Donny’s previous episodes HERE. The National Automotive Service Task Force, NASTF, is a cooperative effort among the automotive service industry, the equipment and tool industry and automotive manufacturers. Click HERE to Join NASTF. Key talking points NASTFChanging operational strategy Tight, secure, proven- creating methodology Giving technicians access Get cars repaired- the owner of the vehicle is a mutual customer between manufacturers and aftermarket SDRM- secure data release modelAvailable to the aftermarket- access to immobilizer, pin codes, radio codes and keycodes when needed for repair The requirement for VSP (vehicle security profession):Commercial general liability Technicians have to be covered by insurance and have a business involved Holding technicians accountable for their skillset Proof of employment, federal employer ID for business and driver’s license- all publically available information Assisted Immobilizer Reprogramming- soft launch access vehicle over the internetAround 250,000 shops and 750 mobile diagnosticians in US Collectively 25% have capabilities and equipped to do so Stopgap as more technicians become IT capable Capabilities for mobile diagnosticians to legally and securely connect to vehicles remotely without having to be there Right to repair- everyone has access but how efficient is it?Certain skills and cost of entry to do some limited operations have outrun industry How do you rationalize spending $8,500 on a scan tool you’ll only use once a year? NASTF went live with the program with 2 remote companies who have their licensing in place and one mobile company that was willing to work through the details with us. Licensing of the software- NASTF has already had 4 meetings with automakers, mobile techs and remote companies to gain an understanding of the needs and requirements Thanks to Donny Seyfer 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 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

The Panel: AJ Nealey, Nealey’s Auto Service, Edgewater, MD John Klarkowski, AutoPro Auto Service, Brooklyn Park, MN Talking Points: Discover the number of cars that pass by your location. Search for Car Count in your County Find a state or county website They may update the numbers yearly Number of cars, trucks, etc AJ started with a DIY sign His new sign cost him $42K The company he hired did the permitting AJ justified at $700 per month because his referrals justified the investment If he gets 3 new customers a month. Sign pays for it. His driveby referrals doubled Lights up at night AJ can change the sign wording from anywhere Seasonal message If it is going to rain that day he can put up a message on wiper blades AJ has over-communicated his brand message and is totally consistent John started with not much money and created signs on a budget The old-style sign with the letters needed to be changed 15’ up in the air John’s is located off the path with only 4,000 cars a day going by Installed digital sign and he saw within 8 months an increase in car count of 20% People said they discovered him because of his sign Digital signs grab attention His signs change every 20 seconds Check with your local ordinances The messages are their unique selling points The messages are conversation starters John started to change his clientele from the shop he purchased. A strong reason for the branding and signage change Product packaging shows professionalism John’s investment is prox $15K for his digital sign He went with monochrome. A single color AJ went with color in his digital sign Make your branding professional that may include a new sign More car count More professional customers John $120K increase in revenue because of his sign and branding investment 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 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

Your weekly broadcast production with wisdom shared by our guest host and a virtual shop tour. There is a trivia challenge and a special fortune cookie wisdom shared. Guest Host Keith Knowlton and his wife Linda talk about married partners. Keith's previous episodes HERE. Virtual Shop Tour by Trent Pickering from Pickering’s at Lakewood, CO. Trent's previous episodes HERE. Trivia Challenge: What was the only car to appear on Time and Newsweek covers at the same time? 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 Communication with your customers-educating them about their vehicleBeing aware of different communication styles Communicating with babies and puppies-we tailor our communication to them because we have no expectations that they will communicate to our quadrant levelYou can 100% adjust your communication style- are we intentional/aware of it Responsibility of communicator- be temporarily a part of their own quadrant Coding clients- providing a baseline for approaching a conversationNot set in stone coding Quickly lookup communication style in shop management system for others in the business Your job is to serve the customers the best way possible Quadrants- are they task oriented or people oriented? Structured or non structured?Controler- structured and task oriented (very direct and to the point) Analyst- structured but more people oriented (want to know details and specs) Promoter- people oriented and structured (energetic, first on bandwagon, get it done energy and fun) Supporter- non structured and people oriented (love harmony and connecting) Each quadrant gets recharged by different things- tap into it in order to communicate efficiently True leaderAbility to move in between quadrants and speak effectively for listener Training your staff- have each employee find out what quadrant they’re in, pros and cons of each quadrant, practice giving inspection sheet to different quandrants Psychometry- run tests and administer surveys, analysis and recommendations Download for Carm Capriotto’s Chart on How To Communicate With the Four Basic Types HERE. Tony Robins Site Mentioned HERE. Link to previous Town Hall Academy episode 041 "The Value of Knowing Your Customers Observable Behaviors (DISC) from November 2017 HERE. 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 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

Craig Van Batenburg, AMAM, is the CEO of Automotive Career Development Center [ACDC] and a former repair shop owner. Craig is engaged full time in the understanding of the technology used in hybrid and electric cars. His 45 years of automotive experience serves him well. He travels throughout the world doing training on Hybrid and Electric Vehicles. Previous Episodes HERE. Cameron Lee-Ernie Lee's Service Center was founded in 1972 by Cameron’s grandfather. His father and Cameron now currently operate the business as a team. He went to work in the family business right out of college and started as a Tire and GS Tech and moved my way up to being the Lead Technician. Cameron serves as the Shop Manager and focuses on the day-to-day operation of the shop, developing the business, and meeting the needs of the ever-evolving aftermarket repair industry. Early in 2020 after attending Up Your Voltage by ACDC, Cameron opened another division of Ernie Lee's known as Raleigh Hybrids due to the ever-growing demand of Hybrid and EV repair and maintenance. In many ways, his role is modernizing and expanding the family business and the development of Raleigh Hybrids was a natural progression of that. Eric Carlson has been a technician for over 40 years. His formal automotive education came from Ferris State University where he took all 8 ASE tests prior to graduation in 1977. Eric has re-certified every 5 years since. He took the L1 when it was introduced and is now L3 hybrid certified. Full disclosure: Eric is a subject matter expert for ASE and has participated in writing test questions, in the past 2 years, for the L3 test. Eric and his wife Jamie bought Ervine’s in 1994 and added Grand Rapids Hybrid to the family in 2013 after Eric became the first Master Hybrid Service Technician in Grand Rapids, MI. Eric has been interviewed by several local television stations and publications seeking his expertise on everything from basic maintenance to the ramifications of “Right to Repair” legislation. Ervine’s Auto Repair and Grand Rapids Hybrid became an ASE Blue Seal of Excellence shop when it was introduced and have been since. Previous episodes HERE Key Talking Points HybridsAnother revolution in emissions Stepping stone to pure electric cars Another means of controlling pollution Honda announcement- no internal combustion after year 2040You MUST be a part of the evolution and start handling hybrid repairs “It’s not a question of should you get into hybrids, it’s a question of why haven’t you done it 10 years ago?” SpeedbumpsReceive rare unicorns that other hybrid shops don’t want to touch Need to say yes to every hybrid vehicle- capitalize on marketing as the shop that can “fix everything” Tools you need- test every connection Advice- buy Gen 2 and start working on it Get into hybrid first to learn basics before EV (electric vehicles)Properly trained Proper tooling- inexpensive compared to others Hybrid car owners will turn into EV owners- natural evolution to be conscious of the environment Fixev.com- keep independent shops in businessOffer management training Webinar training- learning at your own pace Move your 12 volt brain to high voltage thinking Conditioned at early age that a car sound is “vroom vroom” Pure electric vehicles First fluid change is 150,000 miles or 10 years, all LED lights Need level 2 charging station. Lift fixtures to take 1500lb batteries out A special thanks to Craig Van Batenburg, Cameron Lee and Eric Carlson 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

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. Key Talking Points Yellow envelope- hospital/accident (6 months and under)Plans for employees to keep business afloat during short term/long term events- weekly log of daily tasks Update consistently Assign roles for employees Important contacts to call- business coach/consultant/marketing, close industry friends in groups, accountant, attorney, banker etc Clear pathway for electronic checks/manual checks Start by what you do per day- what tasks need to be performed for business to continue? Red envelope- you are gonePersonal red envelope- master passwords for all online websites Business red envelope- what to do with business? Sell? Succession plan? Provisions for key employees- bonuses/payouts Start with attorney and accountant- what are the biggest messes to unravel upon sudden death? Important contacts the same as in the yellow envelope Clear guidelines- when people grieve they often don’t think clearly Updated company financials/LLC documents Short term leadership committee- defined compensation and transition to either hiring someone else or selling company Thanks to Seth Thorson 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 and a special fortune cookie wisdom shared. Guest Host Eric Ziegler. Eric will talk about the ‘Training in the technological revolution of our industry’. Eric’s previous episodes HERE. Virtual Shop Tour by Carlo Sabucco from Sil’s Complete Auto Care, Oakville, ON Carlo’s previous episodes HERE. Trivia Challenge: Which car did the Cunninghams from Happy Days Drive? Listen for the fortune cookie wisdom of the week 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