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Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre Ltd and has over 40 years’ experience working with Independent shops developing their business to maximize business net income. Bob writes management articles for ASA’s magazine AutoInc and has developed live business management classes for ASA. He writes monthly management articles for Motor Age magazine in the USA and writes semi-monthly shop management articles for CARS Magazine. Bob’s previous episodes are HERE John Jackson is a Professor in Automotive Business School of Canada, has been involved with the automotive aftermarket since the 1980s when he took a contract with the Auto Parts Sectoral Training Council as a Curriculum Designer. After working in Western Canada (Alberta and Saskatchewan) at Lakeland Interprovincial College and at the Blue Quills Native Education Centre, he eventually joined the Canadian Automotive Institute, now the Automotive Business School of Canada (ABSC). John is an experienced faculty member at the ABSC and longtime humanist. Beginning with his studies in Television, Stage and Radio Arts Technology (Southern Alberta Institute of Technology), he has a Bachelor of Education Degree (Honours) (University of Calgary), a Bachelor of Arts in Social and Cognitive Anthropology (York University), a Specialist Qualification in the teaching of English as a Second Language and a Masters Degree in Theory and Policy Studies in Cognitive Philosophy (Ontario Institute for Studies in Education, University of Toronto). He is the National Treasurer of the Canadian Institute of Marketing and holds the Registered Professional Marketer (RPM) designation and is one of the few registered professional marketers in Canada. John has comprehensive experience in public and private radio and television broadcasting, newspaper publishing and advertising and multi-media advertising. He also has experience in international journalism. He has lived, traveled and lectured extensively in Asia, Europe, Africa, The Middle East, and the Caribbean. Professor Jackson has been recommended to receive the Queen Elizabeth II Diamond Jubilee Medal, which recognizes those Canadians who have “made a significant contribution to a particular province, territory, region or community within Canada, or an achievement abroad that brings credit to Canada. Key Talking Points : John Jackson Professor at Automotive business school of Canada- largest in Canada 500-600 students Teaches automotive aftermarket, history of automobiles, and global automotive industry Throughout Canada largest percentage of graduate employment- 93%. That is higher than any other college program in Canada. 50% of graduates are retained in industry November 20th: Aftermarket day for students: vendors/manufacturers/wholesalers come Scholarships: Gave out $91,500 and have $50,000 available Auto Show: yearly in June, attract 7-10k people, the largest student-run auto show in North America, over 300 cars on campus Co-op program: 100-150 employers willing to take a student in paid co-op position, able to get experience and learn different sectors of business Bob Greenwood Addresses students when in the area- able to connect, have discussions and answer questions Gives perspective and update on aftermarket Image of aftermarket Evolving because of technology- embracing new technology See the need for aftermarket repairs Personal electro-mechanical mobility- not all about cars and parts Transportation as a service-autonomous cars Less personal connection to vehicles Resources: Thanks to Bob Greenwood and Professor John Jackson 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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. With 2,500 exhibiting companies, you’ll see the latest products, parts and technologies for your business. The event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com. Click to go to the Podcast on Remarkable Results Radio

Scott ‘Gonzo’ Weaver sold his business Superior Auto Electric in Tulsa, OK, in 2017. He had the shop for sale for a while, but a medical condition accelerated his move as he had to mothball the shop while he recovered. Scott continues to write for magazines and automotive publications. He is remodeling his home and teaching student the automotive trade. Listen to Gonzo’s previous episodes HERE. Scott Pelava founded LONSDALE AUTO WORKS in 2005. As an ASE-Certified Master Auto Technician, L-1 Advanced Engine Performance Specialist and Service Consultant, he saw the need for a more modern auto service center in the fast-growing community of Lonsdale, MN. In 2015 Scott created the Auto Shop Owners Group on Facebook which today has nearly 4,000 members. Scott is also very active in the community, as he is currently a third term Lonsdale City Council Member, has held numerous leadership positions with the Boy Scouts and has served as a director of the Lonsdale Chamber of Commerce. Listen to Scott’s previous episodes HERE. John Eppstein is the owner of John’s Automotive Care in San Diego, CA since 1998, admits he was a better tech than a businessman but did something about it. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year. Hear John in our one on one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor. Listen to John’s previous episodes HERE. Key Talking Points: John added a second store in a ‘quick’, A very fast opportunity. He has a few regrets. One big one; never assume the previous shop’s obligations. John thanks his people for working hard to integrate his second store. Scott Pelava is considering adding a new service. Collision. There is only one collision shop is his town and 5 automotive shops. They are getting rid of the extra services they do that are not profitable. He doesn’t work on RVs in his lot one morning, but Gonzo says so many customers come back with an unrelated problem that they feel was your problem when their vehicle was in the shop. He makes it right and in his 30 years very seldom do those customers don’t come back. He says it is like loss leader money. DVI will help prevent some customers from coming back blaming the previous repair on the current problem. DVI will create a strong baseline for the condition of the vehicle when in the shop last. John takes pictures of the dash with the door closed and the vehicle running. Security systems in the shop can help to alleviate claims. I’m some cases you don’t even have to pull the footage as long as you have it the customer may retreat. People are not trying to be dishonest it is their perceptions on things. Some people enjoy the argument with you. As an industry, our image is all over the place. Every independent will have a different look. Your image should be designed to the people you are trying to attract. (your ideal customers) All independents represent each other. You need a professional look and feel looking to attract the female customer. Clean restrooms, flowers, plants, clean exterior, and interior. Scott Pelava paved his parking lot and it did wonders for his image and for his customers accepting the prices he charges. “Operation Blacktop!” Big curb appeal increase. It made noise in the community. Ask your training partners (suppliers and association) for the classes you need. John would not be there today with his association membership, involvement in his business development group, training he has been involved with. Including joining the leadership of your associations. Resources: Thanks to Gonzo, Scott Pelava and John Eppstein 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services and equipment you’ll soon be using every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late 60’s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE. Key Talking Points: Automotive Management Network releases one new survey every two weeks A great source of information on a variety of subjects. What quality employees want from technician’s perspective – Automotive Management Network Appreciation Are employers saying ‘thank you’ enough? Tom touches base with every employee every day- either face to face or digitally Pay 80% of aftermarket is not flat rate: majority pay is bonuses and incentives Are there enough cars to service Correct Equipment Clean Shop Organized, dry, warm, noise levels etc What are the most common reasons for technicians to be fired from a shop owners perspective Poor work quality Being late or not showing up to work at all Dishonesty- with both employees and employers Low production Refuses to follow shop policies and procedures Quitting technician job Not enough pay- but is improving due to supply and demand of technicians Employer dishonest Unfair pay system Labor time too low Employer/coworkers hard to work with As technician what would make you change jobs Health insurance No weekend/evening hours 401K Top complaints as a technician Cutting and reduced labor times Pay system Politics in large organization Tools required Health insurance Importance of training Tom pays $20/hour seat time for going to classes fo Link to Automotive Management Network HERE. Resources: Thanks to Tom Ham 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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. With 2,500 exhibiting companies, you’ll see the latest products, parts and technologies for your business. The event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com. Click to go to the Podcast on Remarkable Results Radio

Matthew Roayaee is franchise owner of Auto Check- Cypress Station in Houston, TX. Matthew’s shop is equipped to do ADAS calibrations. He says ADAS is the Next Big Thing. (ADAS- Advanced Driver Assistance Systems) Learn why Matthew Roayaee decided to invest in ADAS calibration. You’re going to get his perspectives on his challenges, what he recommends shop owners do to meet this head on and other wide open topics like barriers to entry, and training among other important issues. Check out Matthew’s other episodes HERE. Key Talking Points: Constantly reinvesting in business with the latest technology and machines Need the right tools and equipment to be efficient- employees come to work “to play” because they enjoy what they do Started doing work with ADAS in 2015 Marketed shop as ADAS calibration shop Vehicle re-calibration knowledge Example: 2015 Cadillac Escalade- has two sensors behind the bumper, if bumper needs to be removed for repair (change radiator) then calibration needs to be adjusted If the customer refuses calibration work then Matthew will do it anyway and will not charge because of safety issues OE Service Guides state car needs to be calibrated after certain repairs Training for ADAS- Vendor training (Worldpac) Many people do not know they have ADAS features. Learning curve Manufacturers need to improve the system for re-calibration- can currently take hours to accomplish Certification/state inspection for future Many customers don’t even know they have ADAS system in their car Should the independents hold ADAS classes once a month to counsel their customers on their tech features? Barrier to entry But many body shops cannot support ADAS Don’t have space required The technician needs to get paid at least $40/hour Equipment required Requirements Whoever does it must be properly trained and understand how the systems work Must have the right tools The right environment Air-conditioned Proper lighting Clean Enough space There are a few unknowns such as weather being a factor and being able to drive the car straight at XX miles per hour. A big challenge. Create a niche business to do ADAS calibration that will be supported by the marketplace. Fees for this commercial customers Camera calibration $170 Lane departures/blind spot $170 Front ADAS $350 OE Glass vs Aftermarket Prices of ADAS hardware is expensive today. Matthew is attending all ADAS training venues. ADAS if the next big thing. Resources: Thanks to Matthew Roayaee 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

The Panel are members of ATI’s female only twenty group the ‘Leading Ladies’. Pictured above Shelle Bennett, Judi Haglin and Kelli Weatherby. Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981. Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture. They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Previous episodes HERE. Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994 Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies. Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!! Listen to Kelli’s previous episodes HERE. Shelle Bennett Mike’s Kars, Inc. Gettysburg, PA and her husband Mike purchased the business from Shelle’sparents in 2001. (Her parents started the business in the late ’70s.) Shelle joined the business in 2003 to help continue the transition from parent to child. As we transitioned, grew the business and made it more efficient, Mike needed another challenge and became a coach with ATI. At that time my parents had been out of the business for a few years and that left me at the helm. So … since spring of 2011 I have been solo – of course with Mike, my ATI coach and the Leading Ladies 20 Group a phone call or text away for support. The shop has 4 bays, 3 techs, 2 service advisors, 1 admin assistant. Key Talking Points: Women owners in an ATI twenty group. They work hard in their group and they have homework and it is frowned upon if it is not done. They’ll do a zoom meeting and they have a private Facebook Group. They collectively read a book and then discuss their take-a-ways. Business Culture is very important to this group. They love to talk business. Confidence is a great result of the twenty group. They’ve used the Bird Test to evaluate their compatibility to their teams and each other. Knowing each other’s unique and distinctive traits that clarify personality and innermost being. The power of the group is the group. We are safe inside the group. We have a safe learning environment. The secret to the success of the business is YOU. Give your team a voice in changes in the business. Too many shop owners do not have humility in order to make a change and grow their company. They need to look up and start to network. Start looking long term and not on getting out. This mentality will not help grow your business. Get involved locally. Fear of sharing holds shop owners back. There is enough cars/work for everyone. Business is a forever rollercoaster of opportunities and challenges Let your vendors know you are an open shop Technology will be an extremely important factor to pay attention to. E-commerce with parts buying issues will become factors in our business plans Installing customer parts will become an issue to deal with. Is it possible to sell ‘labor’ online and sell a package of hours to the consumer? Get in touch with Judi, Shelle, and Kelli via Carm’s email HERE. Resources: Thanks to Shelle Bennett, Judi Haglin and Kelli Weatherby 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Pete Meier is an ASE certified Master Technician and sponsoring member of iATN. He has over 35 years of practical experience as a technician and educator, covering a wide variety of makes and models. Now, as Director of Training for the UBM Advanstar Automotive Group, which includes Motor Age, ABRN, Aftermarket Business World and Dealer News, his primary goal is to bring working technicians the information they need to succeed. Listen to Pete’s previous episodes HERE. Key Talking Points: They are blessed that many of their contributors are working techs. They serve 100,000 shops in the United States which is why the accuracy of every article is critical. Pete needed new tires for this truck because in his own shop he does not have a tire machine. Purchased online with a 35% off coupon and set the appointment. Went to get tires changed- wanted alignment checked and had to ask to have it done Missed service opportunity No process for customer service Training for techs If you are employed at a shop that will not support time off for training or assistance in funding for training, there are a lot of other shops that will. Go find them. The only way to keep passion and rise in the industry, find a shop that mirrors your same passion and goals Shop owners- need to be a part of the industry advisory council for local high schools and colleges. Manage your customer service- test your culture Phone shop your locations Ask female to shop business to see how they are serviced Resources: Thanks to Pete Meier 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Al Haberstroh, a partner, and Chief Strategy Officer at MontAd Media, a data marketing company serving the auto aftermarket Al Haberstroh is a partner and Chief Strategy Officer at MontAd Media, a data marketing company serving the auto aftermarket. He has over 25 years of experience driving business for companies in the retail, manufacturing, and service industries. In his career, Al has developed numerous innovative, revenue-driving solutions for marketers of all sizes. He was an early adopter of content and database marketing and was instrumental in the development of two new proprietary marketing tools for the aftermarket; Shop Reach 360 and Audience ID. MontAd Media is the agency for the successful Know Your Parts Campaign developed for the AASA. Al and his team developed and manage the Know Your Parts website, which gets around 150,000 visits a month from repair professionals and high-value DIY consumers. Al is a frequent speaker and presenter at marketing and aftermarket events and is a former President of The Automotive Communications Council. Al’s Previous Episodes HERE. Key Talking Points: Tracking data- based on content and relevance Consumers do more research prior to purchasing anything-specifically for their vehicle make and model Discovered high demand in parts for August- might be a trend to monitor in years to come Using data for commercial target audiences, market planning, understanding consumer behavior Need to address what your audience is looking for “Know your parts” website Optimize content for problems the technician faces with parts- problem-solving content Control your own brand Your brand is every interaction you have with a customer-employees, physical building, social media, signage etc Resources: Thanks to Al Haberstroh for his contribution to the aftermarket’s premier podcast. Know You Parts Website HERE. MontADWebsite HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest. I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. John is the author of the book: The Human Side, Human Touch Leadership in a High Tech World and the creator and thought leader behind the book: A Woman “s Perspective on Leadership!! An adjunct Professor at the University of the Aftermarket, listed in Who s Who in Training and Development and in the Automotive Hall of Fame. John is also an Executive Coach to many aftermarket leaders. Find John’s other episodes HERE. Order John’s books here: [email protected] Aaron Shaffer began his career with KYB in 2002 as a Territory Sales Manager after working in several auto parts stores. In 2003, Shaffer was promoted to manage the introduction of KYB into an auto parts wholesaler with 300 locations. In 2004, he relocated to KYB’s headquarters in Addison Illinois, where he was named Customer Service Manager. In this role, he managed a team of 11, improving policies and procedures to adjust to KYB’s growing aftermarket business. Mid-way through 2005 Shaffer became KYB’s Marketing Manager. As Marketing Manager, his responsibilities included Advertising, Public Relations, and Pricing. He helped to create KYB’s first National Marketing Calendar, and was involved in many special projects including the launch of KYB’s complete corner assembly, Strut-Plus, and the introduction of KYB’s service provider-focused training initiatives. In 2010 Shaffer relocated to Washington DC to work directly with channel partners on the east coast. He assisted with KYB’s service provider training programs and was later promoted Business Development Manager, working directly with several key national account distribution partners. The Import Vehicle Community recognized Shaffer with the Young Executive of the Year Award in 2016. Shaffer recently moved to Indianapolis to work out of KYB’s North American Headquarters and was named the Director of Product and Marketing. He is responsible for new product development and introductions as well as marketing materials, national promotions and all public relations activity Shaffer holds a BBA in Economics from Northwood University. He is a lifelong automotive enthusiast and has been active in Motorsports competing in 24 Hours of Lemons events as well as racing sprint cars. Aaron is married to Jennifer Louie Shaffer. Key Talking Points: It helps the Mentee on the road to Self – Awareness !! Their Values, strengths, and areas that need improvement !! And probes what they are passionate about !! External self-awareness is how other people see us !! It is indeed a journey to learn about one”s self !! The goal is Professional and Personal Growth !! Only about 15 percent of the population has a true sense of Self- Awareness !!! It involves Trust and Courage !! Mentoring from both sides, people who have mentored me; Mike Howarth, Mac McGovern and Dr. John Passante and people I have helped and coached The importance of a plan and setting aside specific times to meet. Having a brief agenda is also helpful Always asking mentees questions, always challenging their thought process and most importantly standing with them when they fail. I believe that a lot of today’s younger employees really lack confidence. Importance of investing in people, because you can’t poach people who know more about your business Resources: Thanks toDr. John Passante and Aaron Shaffer 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com If you are not mobile, then listen on your favorite listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program. Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Learn of Carlo’s Previous episodes HERE. Key Talking Points: Never too late for change and transformation- “Involves making fundamental changes in how a business is conducted in order to cope with the shifts in the market environment” Are systems in place working? Where do you want business to go? Aligning yourself with right people to grow business? What is your 3-5 year goal? Almost sold the business to private venture- was able to see inside how a corporation works and the thought processes of the higher level executives Hired CEO coach to focus on business outside of being the owner Removed employees that did not match where the company was going- building a culture within the business for future Uses XT Profiles for new hires- online process and reports He is building his bench by interviewing candidates even if he doesn’t have an opening. Future goals Second location Merger and acquisitions with other independent shops as partnerships- profit sharing capabilities Vision 2019- investing in staff, shutting down shop and taking all employees to Vision 2019 Don’t be afraid of your failures Put ego aside, ask for help, and share failures to move forward Resources: Thanks to Carlo Sabucco for his contribution to the aftermarket’s premier podcast. Link to Sil’s Auto Centre HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com If you are not mobile, then listen on your favorite listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre Ltd and has over 40 years’ experience working with Independent shops developing their business to maximize business net income. Bob writes management articles for ASA’s magazine AutoInc and has developed live business management classes for ASA. He writes monthly management articles for Motor Age magazine in the USA and writes semi-monthly shop management articles for CARS Magazine. Bob’s previous episodes are HERE. Eric Ziegler owns and operates EZ Diagnostic Solutions Inc in Peoria, IL. Eric specializes in module programming, driveability, electrical and network systems diagnostics. Eric has over 30 years of experience as a technician with an extensive diagnostics background. Eric supports collision centers and auto repair shops and has one tech in his mobile diagnostic business. Eric Ziegler is an ASE Certified Master Tech • L1 Advanced Level Diagnostic Specialist • L2 Electronic Diesel Engine Diagnostic Specialist • L3 Light-Duty Hybrid & Electric Vehicle Specialist • ASE Certified Medium Duty Truck Technician. Eric is an ASE Recertified Advance Level L1 Master Technician who has spent a great deal of his career focusing on automotive electronics, engine management diagnostics, module programming, and network communication. In addition to owning and operating EZDS, Eric is an accomplished automotive trainer working for Automotive Seminars and the Driveability Guys training technicians in the latest diagnostic techniques and technologies throughout the Midwest and US. He regularly attends and trains at some of the automotive industries top training events like Vision KC, ASA ATE, Automechanika, NESSARA, AV Tech Expos, KOI, Indiana ASA and the CAN Conference. Eric’s previous episodes are HERE. Key Talking Points: Being business developers.Owners need to take inventory of the staff’s knowledge- where they are at, where they should be. Need to be a well-rounded team that trusts each other- employees having knowledge of both business and technical aspects of shop. “If you don’t believe in your people, why did you hire them?” Having a passion for the industry.Are you living your dream? Share your knowledge and develop others, become a mentor to the next generation. A passion for being a trainer can become a mentor figure when it comes from the heart. Who are the replacements for the current top-level industry trainers?We must start to pass this on and help the new generation. Eric’s story from his dad, a Caterpillar add:“In business as in life, there are no simple solutions, just intelligent choices”. -Caterpillar TrainingAttendance rates are down. Daytime training should rule so the trainer can have a life. One-day class should be $395-495 per person, minimum 20 per class and maximum limit. Some shops do not want to spend money on training, the younger generation would rather take an online class. People that need training the most are not at training seminars. Training is not an expense, it is an investment in business and investment in your future. Getting the most out of training classes.Study agenda ahead of time. Are the topics covered beneficial to your business? Confirm with the instructor. Great Idea! Twenty Style Group for Technicians “A Ten Group”Use Warranty Labor as a metric Hands-on Theory Lead my an industry instructor. Resources: Thanks to Bob Greenwood and Eric Ziegler for their contribution to the aftermarket’s premier podcast. Link to Automotive Aftermarket E-Learning Centre Ltd. HERE. Link to EZ Diagnostic Solutions HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Kim and Rob Auernheimer own CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of the warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining husband Rob, in the business, Kim had a career in Real Estate and Commercial Property Management. In July of 2011, she stepped out from the background and joined her husband in the venture of creating an industry-leading, standout shop on a full-time basis. Listen to previous episodes HERE. Judi and Dana Haglin owners of Haglin Automotive Inc. is a full-service auto repair shop in Boulder, CO, they’ve been leaders in the Boulder auto repair industry since 1981. Judi and Dana have a super working relationship and they explain how that happens. There are certain rules that create harmony for them. They pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture. They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Previous episodes HERE. Key Talking Points: For Kim and Rob, there are two different personalities. One at home one at work. Advice for successful communication- take a communication style to learn about each other and then learn how to have the others ‘conversation’. There is an episode on this topic, the DISC evaluation to best understand each other’s communication style. Understand strengths and weaknesses and how you can be efficient together as a team. See episode on DISC HERE. Work life and home life personalities often separated- being apart of both can be eye-opening and challenging Learn which buttons to press and not press, when to approach things and how to communicate with each other Wife has to still prove themselves to employees and spouse Have boundaries to prevent overflow of work-life spilling into home life together otherwise the work will never end- always be respectful and mindful of each other Don’t let business take over the family, you have business for the family and for your employees family and your customers Balance and keeping each other in check Knowing partners strengths and weaknesses to help better the business and customer service Look back as much as looking forward to seeing the progress and changes you’ve made Making decisions together Have to trust and support each other in order to make change in business, need one on one time together Reaching out and helping other businesses will only make the industry stronger Start with one new relationship at a times. Share in your success Recognize and appreciate your partner’s strengths. Let them do it. Advice for successful communication- take a personality test (DISC) to find out how you can be efficient together as a team. Know yourself and all of your team. See episode on DISC HERE. To make it work have your partners back. Don’t let the business take over your family. The marriage is more important than anything. Perfection does not exist. Look back and see where you came from. This will provide you with a perspective on your accomplishments together. Better together than apart. Resources: Thanks to Kim and Rob Auernheimer, and Judi and Dana Haglin for their contribution to the aftermarket’s premier podcast. Link to Haglin Autocare HERE. Link to C and S Auto HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Chris Gardner, MAAP, is Vice President of the Automotive Aftermarket Suppliers Association He manages all technology areas for AASA members, including the AASA Technology Council and the AASA Technology Conference. The AASA Technology Conference is the leading technology event in the North American Automotive Aftermarket industry. He represents members on the Aftermarket Telematics Task Force, AASA Telematics Working Group, NASTF’s Equipment & Tool Committee, and the AASA Vehicle Data Work Group. Gardner also provides executive oversight for all major events including AAPEX. He also manages the association’s Intellectual Property Council and manages internal staff operations. Chris has more than 30 years of experience in the automotive industry, has received two automotive component patents, and has written dozens of articles and white papers on various automotive materials and processes. Visit Chris’ previous episodes HERE. Mark Bogdansky is the Senior Director of Meetings and Events for the Auto Care Association. He is responsible for strategic planning and tradeshow management for the Auto Care Association, including the AAPEX and HDAW shows. Prior to joining the Auto Care Association, he was VP of exhibit operations at the National Retail Federation. While at NRF, he oversaw several nationally recognized and awarded trade shows, that were consistently among the country’s biggest and fastest-growing. He is an active member of multiple industry advisory boards and committees and has spoken at several industry events. The Auto Care Association is the voice of the $392 billion-plus auto care industry. They provide advocacy, educational, networking, technology, market intelligence, and communications resources to serve the collective interests of our members. Key Talking Points AAPEX is co-owned by The Auto Care Association and the Automotive Aftermarket Suppliers Association (AASA). Auto Care CEO is Bill Hanvey and Automotive Aftermarket Suppliers Association CEO is Bill Long. Auto Care and AASA are valued partners working together to meet the needs of the industry and stay ahead of the curve. SEMA and AAPEX work well together. AAPEX is aftermarket week. The Keynote session has become more valuable. It is a big event feel and is so important to kick off AAPEX. This year’s Keynote speakers were Karl Rove and John King. Get involved was the resounding message. Your senator/congressman wants to learn about aftermarket Write, call, email, invite, attend a local fundraiser AAPEX has grown important programs for the service professionals. There are more and more service professionals appreciating the training that AAPEX is focusing on. The culture of both associations working together to make AAPEX successful More keynote sessions- kicks off AAPEX, big event feel, just under 1,000 attendees Finding the next big thing each year- mobility garage as an example this year Both associations have show committees that share feedback Collect information/data from board members, visit other trade shows Survey attendees/exhibits Trends Technology developing at a rapid rate- used to market product, digitization of processes/data/ordering, digitization of parts of products (sensors/software in parts) More technology showing up in the AAPEX booths. A lot of ADAS showing up at AAPEX. Data access/SVI (Secure Vehicle Interface) Service professional key part in industry The power of the end user communicating to suppliers and manufacturers. Resources: Thanks to Chris Gardner, and Mark Bogdansky for their contribution to the aftermarket’s premier podcast. Link to Automotive Aftermarket Supplier Association (AASA) HERE. Link to The Auto Care Association HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Women In Auto Care (WIAC) 2018 Honorees! Auto Care Woman of the Year: Dawn Zieren, SVP Global & Strategic Initiatives, The NPD Group Dawn Zieren is an energetic and passionate leader with over two decades of commitment to the automotive aftermarket industry. She served as president of The NPD’s Group’s Automotive Aftermarket practice for nearly nine years, and in 2018 assumed her current role as NPD’s Senior Vice President of Global and Strategic Initiatives. While supporting NPD’s corporate cross-practice initiatives, Dawn continues to be strategically involved in the auto industry. She lends her second nature knowledge of the market as the company evaluates expanding its aftermarket services globally. Through Dawn’s dedication to best-in-class client and retailer partnerships and a strong collaboration with the Auto Care Association, NPD developed and expanded its aftermarket Point-of-Sale data model, which grew from four retailers and 8,000 doors in 2001 to 13 retailers and over 25,000 doors today, leading to unprecedented market coverage for the industry. She also spearheaded the development of a syndicated consumer tracking service, providing visibility into the Do-it-Yourself and Do-it-for-Me consumer demographics, purchase behaviors and attitudes toward automotive products. The combination of retail Point-of-Sale data and consumer insights has allowed for a holistic view of the industry. Today, numerous manufacturers and retailers rely on NPD’s information and expertise to help drive their business. Dawn has been an active and passionate mentor, strongly influencing future female executives through leading by example in her role at NPD, and serving on the Board of Directors as Membership Chair of Women in Auto Care. Investing in others and their career development is what motivates and excites her. Dawn has been a speaker at various events including Women in Auto Care conferences, the Auto Care Association’s Leadership Days, and at the University of Houston. She previously served on the Board of Directors and is a past president of the American Marketing Association. Listen to Dawn’s previous episodes HERE. Female Shop Owner of the Year: Kathleen Jarosik, Owner, Xpertech Auto Repair Kathleen began her career in the automotive field in late 2003 after relocating from Florida’s Atlantic Coast to the beautiful Gulf Coast with her family. She started working at Xpertech Auto Repair shop while also staying home part-time with her two, now teenage daughters. Without any automotive experience, she spent much of her time in the background, managing payroll, accounts payable and paperwork associated with the operations of the business. After divorcing in 2009, and only 6 years of shop experience under her belt, she purchased full ownership of her shop from her former husband and began to run it as her own. She made 3 pivotal decisions that have since changed her life; becoming a Napa Auto Care center and utilizing their extensive benefit and training network to learn and grow in the industry, finding a business coach; Repair Shop of Tomorrow, to further educate her in marketing, operations, and efficiency, and becoming a member of Women in Auto Care where she has learned the importance of encouraging and empowering others to strive for excellence in this incredible industry. She is very involved in the leadership and volunteering initiatives in her local community and aims to increase awareness and spark interest in choosing a career in the automotive field for young women. Listen to Kathleen’s previous episodes HERE. Auto Care Woman of Excellence: Nicole Huard, Manager, Category Management and Consumer Insights, Robert Bosch LLC Nicole Huard is a native of the Chicago area, where she has built an accomplished career with The Bosch Group, a leading global supplier of technology and services. Nicole currently heads the Category Management and Consumer Insights initiatives for the Bosch Aftermarket North American division and provides insights and guidance on Category Management activities for global counterparts. Prior to her career at Bosch, she worked in various sales and marketing roles at Newell Brands and Walgreens. Nicole has a passion for recruiting and developing women within the Auto Care industry. She is a founding member of the Women@Bosch business resource group in North America, with over 1,500 members. Women@Bosch helps promote gender diversity and inclusion while focusing on recruitment, retention and professional development of women at Bosch. The group aims to educate and empower all associates on current gender diversity issues in the workplace. Nicole is an active member of the Auto Care Association and currently serves as the Chair of the Auto Care Category Management Committee. She is also a member of Women in Auto Care and YANG. Tammy Techlenburg The Vice-President of Global Sales and Marketing Operations for Spectrum Brands. President of Women In Auto Care Tammy’s previous episodes HERE. Key Talking Points: Women in Autocare Officially a community within Autocare Recognized as lifelong trustee for University of Aftermarket Foundation- Giving away $100,000 in scholarships Mentor program for women in Autocare Now 30% women in auto care industry- women in tune with helping other women Creating a network and retain women in the industry Mentoring used for connection, accountability, perspective and reaching goals Nurture during difficulties and celebrating each other’s wins Women at Bosch Network Over 1,500 members Category management- collecting data Collaboration between manufacturer and retailer Better understand market trends, Enhance selling environment for both customers and suppliers All data is protected- aggregated Future look Create a constant culture of learning with changing technology Resources: Thanks to Dawn Zieren, Kathleen Jarosik, Nicole Huard, and Tammy Techlenburg 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE. Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project. Listen to Chris’s previous episodes HERE. Jill Saunders is Curriculum Developer, Toyota Motor Sales, North America and a member of the ‘Road To Great Technicians’ project. Listen to Jill’s previous episodes HERE. Kyle Holt is the President of S/P2 (sp2.org). S/P2 serves businesses and career tech schools in the automotive service, collision repair, heavy-duty/diesel, welding, construction, cosmetology, and culinary industries. S/P2 is used by over 175,000 students and employees every year across North America. Listen to Kyle’s previous episodes HERE. Key Talking Points: “There is nothing like a crisis to pull everyone together.” Donny Seyfer The entire industry needs to participate in growing and keeping technicians. Dealers are having the same challenge. Churn is not good or acceptable to grow our industry. Losing a key technician can cause a big gap in revenue. Finding someone if you are behind the eightball is an expensive problem. Growing talent beforehand and on-going will Toyota needs 1400 technicians per year to keep their dealer network supplied. Aftermarket heeds this. Military veterans are a consideration for Toyota. It starts at the dinner table. We need to get the word out to everyone who wants to listen. When kids are involved in a STEM class and or a youth automotive program they will cross-pollinate their friends. We need to get them involved so we can gain that advantage. Just one tactic to build it from the entry level. There is a video game to work on cars now. We need to remodel how we educate our students (all trades) from an outcome-based education to a more competency-based or master of a skills-based education system. Give the student to move when they are ready not as a project group. Career pathing is to have all students to have the same competencies. All they would have to learn about their new employer is their culture. Industry and education need to be attached at the hip. Mentoring will be a big part of this plan. We’ll never find mentors if they don’t know how and are paid appropriately. Find a mentoring program at SP/2. Go to SP2.org, send an email and ask for the mentoring system. It is in beta. We need the structure from a mentoring program, but outlining a career path is as important to the next generation of technicians. Career-pathing is an industry problem. Entry level technicians need to know how to move up to B tech and A tech and what other directions, such as parts, service. Competencies must be identified across the entire industry. In the early ’70s, ASE helped keep the government at bay and to engage industry and to create a standard to gauge the knowledge-based of the technician. We need to get an electrical diagnosis as simple as righty tighty lefty loosey. The industry needs to take its rightful place to support ASE and education. The educators need the tools to teach the competency-based skills. NASTF’s goal is to connect everyone. There are multiple initiatives going on across the country. Mentoring, Apprentice programs everywhere. Service Quality Specialist is a new program being developed by Toyota Creating a new role. Their highest level is Toyota Master Technician (TMT) Make their TMT a salary position so they can mentor and coach technicians. This position will monitor the quality of work they do. Our technicians are being poached by other industries that need technicians. The entry-level technician developed by NASTF Top shop operators looked at the outline and asked to adopt that person. In other words, they felt the outline was a home run. The FAA model of competency may be a perfect choice moving forward. How does it get done is the challenge. The technician gets a new certification from, for example, ASE. Jill Saunders is in charge of the Skills USA competition. We can learn from Skills USA which is a hands-on competency based test for secondary and post-secondary students. As an industry, we can support it at a local industry Students also are learning soft skills, like interviewing and writing a resume. Not all who come in our industry do not have support from home. We need to be there to lift the instructors, students and provide ‘in-kind’ donations and support to these institutions who are molding our future technicians. The onslaught of technology is putting us at risk because all of that technology is focused on safety. Who’s watching? NHTSA. (Safety and Cybersecurity) We need to get our act together before the government gets involved. The collision industry has been told that they will need to have a quality technician working in their shops because of the high tech nature of collision repairs. Consider that the collision industry will be looking to find the best technicians in the industry. There is an opportunity for mechanical shops to partner with collision shops to support their diag needs and mechanical work. ADAS technology has the training industry and equipment industry up in arms over what it takes for calibration of ADAS systems. The supplier of the technology in concert with the OE creates the calibration specifications. You must read and have the willingness to follow the directions and the discipline to read all of the OE specs. Technical reading skills will become an important part of training. You must follow OE directions to the letter. We need to support education to a higher degree than we’ve been doing. Industry and education must align. Anthony Williams has a dream of building PTECH (pathways to technology) School in Colorado Springs. A six-year public high school in partnership with public schools and the automotive industry. Need to build a consortium to build the school. Will include project-based learning models (STEM/STEAM) No traditional classrooms. Will have English, Math and History weaved into projects. Automotive Technology, Business, and Engineering will be the areas of focus selected in their sophomore year. The three R’s: Rigor, Relevance to the automotive industry, Relational (working together in partnership) Resources: Join NASTF (National Automotive Service Task Force) Link to NASTF.ORG Thanks to Donny Seyfer, Chris Chesney, Jill Saunders, and Kyle Holt 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Jody DeVere is an internationally recognized speaker, trainer, often quoted industry pundit and spokesperson for the automotive industry on the women’s market. She has been featured by the New York Times, NPR, Wall Street Journal, CNN, Fox Business, Forbes Women, Oprah Magazine and Parenting Magazine to name a few. As CEO of AskPatty.com, she provides automotive education to women consumers and an interactive online Certified Female Friendly® certification training program for automotive retailers on how to attract, sell, retain and market to women. In her role as marketing to women expert, automotive journalist, car care expert and safety spokesperson her goal is to educate women car buyers and owners, the automotive industry at large and promote, mentor and support careers for women in the automotive industry. Jody DeVere is a champion for women in the automotive industry, and her company AskPatty.com, Inc. serves as the first point of contact for many women who are seeking the very best experience to buy a car and service by visiting Certified Female Friendly® automotive retail locations across the United States and Canada. Find Jody’s Previous Episodes HERE. Key Talking Points: Misconceptions on hiring women Need technical background Tech first as a prerequisite Only 26% of people working in the automotive industry are women Women who have exceptional customer service, listening and communication skills have a retail background- help wanted ads in an only automotive classified section will not capture that. You need to advertise in the retail help wanted section. Mention companies outside of the automotive industry (Has experience working in Verizon, Macy’s, Starbucks) Enable career path and competitive benefits- student loan aid, flexible schedule for continuing education Women have better listening skills than men. Get involved Community, chamber groups, business networking- best employees come from word of mouth Start relationship with high school/college programs- apprenticeships/mentoring/scholarships Girl Scout/boy scout car care badge Rebel Rally All women off-road rally, 10 days no cell phones, no GPS Navigation rally with compass, map, plotting tools, and road book Get points for various checkpoints Resources: Thanks to Jody DeVere for his contribution to the aftermarket’s premier podcast. Ask Patty Website HERE. Certified Female Friendly Website HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Joe Register has over 40 years of experience delivering progressive system solutions to companies in every channel of the Automotive Aftermarket. This work includes the design and implementation of enterprise systems for two startup ventures. Joe presently leads Emerging Technologies at Auto Care and participates as an ANSI expert assigned to ISO TC22 Road Vehicles, ISO TC204 Intelligent Transport Systems and SAE vehicle security committees. His current focus is the industry’s adoption of secure and standardized access to in-vehicle systems to ensure today’s increasingly complex vehicles can be properly maintained and repaired. Specialties: Strategic planning; program management; systems architecture/modeling disciplines applicable to business processes, data and application integration; web service design & development. Listen to Joe’s other episodes HERE. Key Talking Points: Joe managed a 30 bay shop when he was 25 years old and has written software (code) in the aftermarket to help improve the industry. ADAS (Advanced Driver-Assistance Systems) is about vehicle automation today Auto care has made a substantial investment to bring SVI standards to the industry. SVI is a parallel track to ADAS SVI(Secure Vehicle Interface) is about connecting the automated vehicles to themselves and to infrastructure securing the information shared and warding off bad actors that could infiltrate. SVI is a secured and standardized and direct access method to the vehicle network(s) and builds a profile of the individual who can gain access to the vehicle data. Authentication and authorization. Security: Are you who you say you are? What are you authorized to do? ITS: Intelligent Transporation Systems infrastructure (A big investment) Implemented wired or wireless OE’s may want certifications to work on their cars. Joe started to engage w/OE (Influence) Involved in Standards in Design (Bodies) By 2020 50% of the vehicle cost will be in electronics. Shaping the aftermarket’s engagement in SVI, but we can’t outspend the OEs. The best course of action was to be more sympathetic to the aftermarket. Get involved with States and get Fed to see. One interface with every application. VtoV, VtoI, Direct access Diagnostics, Telematics. No OE pushback. Security certificates. SVI security Like online banking. Seamless Complex behind the scenes Different profile like a bank. Enables direct access OE fancies that all data will pass through their filters and they decide what gets passed on. Certificates get access. How do I get my certificates? Qualified diagnostician. You’ll get access to codes and updates: ECMs and apply patches B to B, B to I (Business to Business, Business to Infrastructure) OEs are saying that 50% of the cost of a vehicle will be electronics/computers in the near future. Will become more important than the driver. Pay attention to ADAS because if you don’t when SVI arrives you will be lost. ADAS is the most important to learning vehicle automation. Resources: Thanks to Joe Register 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Kelly’s Dad is Steve Miller. He is a Marketing Gunslinger and the author of “UNCOPYABLE: How to Create an Unfair Advantage Over Your Competition.” In the business world, He guides organizations to higher long-term success through smart, inexpensive marketing and response-driven branding (no, that’s not an oxymoron). He is also a TEDster, a damn good speaker (over 1500 paid national and international presentations), a pretty good writer (six books and top business magazines), and a crappy golfer. He also has an edge. You have crossed into a No Spin Zone. He works in several niches, most notably with small businesses, entrepreneurs, and trade associations. Key Talking Points: Author of “Uncopyable. How To Create an Unfair Advantage Over Your Competition”. Be willing to create rules of competition for yourself and difficult for competition to copy. It is ot enough to be better than the competition, you need to be unique and different. Study and learn from companies outside your industry instead of focusing on competition. You are not in the business of repairing cars. You are in business for marketing to repair cars. Customers need to know you exist. The title is Marketing Gunslinger. It’s about who you are rather than what you do. Ideal customer avatar. Have a definitive description of avatar then start thinking like your ideal customer. Cool kids club. Purpose of marketing- to be on the mind of the prospect when a prospect is ready to buy. Purpose of business- create and keep a customer. Create a club in shop everyone wants to be a member of and will tell others about. Shock and awe packages- not expected by your customer. So do them. New customer gets mailer or package. Improves customer retention. Resources Mentioned: Thanks to Steve Miller for his contribution to the aftermarket’s premier podcast. Uncopyable: The Book Website HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Ken Christie is the Chief Financial Officer of the Australian Bank division of National Australia Bank (a global top 25 Bank), his role is responsible for driving the financial performance and oversight of the Consumer, Business and Private Bank, Wealth division and Customer Experience and products division in Australia. In addition to this fulltime role, Ken is a passionate car owner and collector and has a 50% equity ownership in an Independent BMW & MINI workshop in Melbourne Australia “BM Performance Centre”. This ownership with Mark Higgins blends his passion for cars with that of building and growing a small business. He has an Undergraduate Degree in Banking and Finance from Victoria University, an MBA from Melbourne University and is a Graduate of the Advanced Management Programme at Harvard Business School. His passions outside of work include snow skiing, car racing, and vehicle restoration and spending time with his family. As a side note, his passion for skiing has led him to pass his level 1 and 2 Canadian Ski Instructor exams. Mark Higgins is the Co-Owner of BM Performance Centre and is an experience BMW Mastertech. His experiences have brought him to New Zealand, US, and the UK. He is already in the business for 8 months and has set the roles and responsibilities of the shop. He has worked before as a workshop manager and a BMW Diagnostic Technician. Key Talking Points: The shop opened 6 months ago in Williamstown, Victoria, AustraliaKen Cristie- CFO of Australian Bank but has a passion for his car collection He wanted to create a BMW and Mini’s specialty shop.He races a BMW M3 Mark Higgins- Partner in business from answering an ad. He has been around BMW’s his whole life. Business plan:Exclusive BMW operation Ken found his partner via an ad placement They built a business case and as a CFO. Ken was very familiar and Mark thought it was Their labor rate is $175. The dealerships are $240 – $280. General shops in Australia is prox $130 Building a long-term sustainable business. ChallengesA consistent flow of customers and earning their trust MarketingKen and Mark often go to malls and put flyers on cars in parking lot to attract new customer attention They are getting 5-star reviews on Facebook Australia aftermarket:Techs go through 4-year apprenticeship- then qualify to start 50-55k salary (40k US Dollars) Often only learn to do oil service/brakes at dealerships 3 Tech shortage- veterans struggling with new technology, new techs losing interest. They are looking for techs from the UK to come here on work visas. Australia has low unemployment. Australia imports their vehicles. BMW is the second popular vehicle in their area. Mercedes, Toyota, VW, GM, and Ford are in the top. OE information is slowly trickling out to the aftermarket. Mark is getting help from friends in the dealership network to get information to repair vehicles. Technicians must go through an apprenticeship like the UK. Legacy technicians are getting disenchanted as the new technology is coming at them so fast. Parts margins and parts pricing are a challenge. They are trying to maintain a 40% margin.Off the scale compared to the UK. A new key in the UK is about $150. In Australia $700. They are looking for partnerships from parts suppliers BM performance experience is a program they run at the shop.They adopted STEM ideas they heard from the podcast at their shop. For customers that want to understand how their cars are serviced and the electronics, diagnostics, sensors etc in vehicle Customers can watch service being done live, no charge for a customer to experience the service that is differentiation in the market. Customers are fascinated by the diagnostic process and how the car works. They had a BMW car club in the shop in on an evening with about 30 people. Immigration policyUndergrad degree (have a trade), under 30 years old, no children or dependents- open immigration Skills-based assessment and points system Australian Aftermarket ShowSimilar to AAPEX Held every 2 years Key suppliers- oil, part supplies Technical sessions to attend Australia has the same land mass as the US with 25 Million peopleWill grow to 41 Million by 2040 It takes 24 hours air flight from New York to Australia Resources Mentioned: Thanks to Ken Christie and Mark Higgins for their contribution to the aftermarket’s premier podcast. DOWNLOAD: Spreadsheet ‘BM Performance Cash Flow Spreadsheet HERE. BM Performance Centre Website HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest. I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes HERE. Key Talking Points: Accountability must be in the drinking water of organizations. Year-end is the time to have quality time with your team to share developmental needs and accomplishments. There is a fear to sit with your people to discuss their behavior and contributions to improve themselves and the organization. “The basis of all relationships in life is trust.” “True friends are blessings.” Find the training programs to help develop your people. We’ve gotten feedback throughout our lives, for example, a report card and/or a grade in college. When you move forward in life and in business you need help to change your knowledge and behaviors. “The truth will set you free”. Silence is not feedback. People want feedback. We do not give enough compliments. They are free. They have to be sincere, they have to be genuine. Reviews/feedback needs to be one on one and it needs to be two way. ‘Give me feedback on how I can Improve’. You must treat everybody as an individual. You can’t have a base of trust without clear expectations. The people side of the business gets pushed down. If you take care of your people you’ll take care of your customers. We get the tone of the organization from the leader. Millennials want feedback daily. If not you are not going to retain them. Wage increases should not be discussed at a performance review. They are two different conversations. Find a quiet neutral setting for your review. Don’t sit behind the desk. Give a week advance. Bring notes with you so we can have a give and take dialogue. Confirm with your report a few times during the week. Never provide feedback or offer promotions via email or text. Every company needs to have their values posted everywhere in the business. Culture drives strategies. You need to understand your team members personal goals. We can do anything we set our minds to. Give the human credit. There is potential in every organization that is underutilized. Find your human potential. Start an idea committee. Resources Mentioned: Link to the article “You Can’t Handle The Truth” Thanks to John Passante 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

During Gary Smith ’s career, he worked as a technical field engineer and warranty audit consultant to OEMs and dealership groups in the late 80s and 90s, this experience uniquely positioned Gary to form GSS Enterprises, Inc. in 2000. Today, he focuses on technical training and shop support. Gary’s business, Auto Master Training creates technical manuals, training classes and web-based training for shops, dealerships and multi-store franchise groups nationally. As a contributor to the curriculum at BG University, Worldpac Training Institute, and other schools and businesses, he has worked with many organizations over the years to create specialized technical subject matter courses and has worked to develop internal train the trainer and web material for automotive companies. He currently travels for Worldpac Training Institute and Car Quest Training Institute as an instructor teaching several of his drivability related subject matter classes. Gary specializes in teaching advanced diagnostic techniques and methodology; including physical testing (Drivability, Lab Scopes, Pressure Transducers, Scan Data and 5-Gas Analysis), signal acquisition & analysis, fuel, and lubrication technology as well as vehicle communications data bus diagnostics. GSS Enterprises, Inc. is an authorized distributor of Launch, Automotive Test Solutions (ATS) and Drew technologies product lines. Gary believes that support after the sale is paramount to be successful at technician development. He actively supports his customers with the automastertraining.com (see link below) hotline which supports hundreds of shop technicians with on-car remote technical assistance. His hobbies are restoring antique vacuum tube testers and radios from 1910-1950, feeding his audiophile addiction for powerful tube amps and he is a level 4 Extra FCC licensed HAM Radio Operator, call sign W1FES. Key Talking Points Knowledge of electricity is the single most important requirement in repairing today’s high tech vehicles. Newest class is drawing technicians to class by wrapping up the words advanced in the title. Many technicians have never been to a basic electric class. Survival in today’s repair environment is to never cease your study. You must continually train. Must train on all areas from business to vehicle components. We must be curious in order to solve problems. Techs that attend training must go back to educate the rest of the team. When you teach you learn. The Rolls Royce diagnostics story using a lab scope modeling the circuits not having service information. Gary collects vintage radios. In school, we learned about Edison, but there were many other geniuses that contributed to understanding electricity. Arthur Athwater invented ignition coils for Henry Ford Edward Weston figured out how to measure voltage, current and resistance with a created a voltmeter in a calibrated exact fashion. He dominated the industry with test equipment. (circa 1893) Link to Auto Master Training.com Resources Mentioned: Thanks to Gary Smith 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas, Texas for the last 5 years and is an expert at software development who understands what customers want in a digital sales process. He came from the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. Chris worked for companies that understand the marriage of service and software and have applied it in an effective way. After opening his shop, he founded autoflow.me, a workflow and communication solution, specifically to give his shop a competitive advantage. As he talked to more shop owners he realized there was a need for better technology and has since worked toward helping the industry embrace and move forward with it. Listen to Chris’ previous episodes HERE. John Burkhauser is currently employed at BOLT ON TECHNOLOGY as the Director of Education, a job that allows him to use a lifetime of learning experience day in and day out. John dreamed of being a meteorologist but found out college wasn’t for him. When his car failed the state inspection, that was the day his career was decided on. John went to Pennco Tech to attend the Auto Gas and Diesel program. After graduation, John started work in a dealership where he went from a “D” technician to an “A” technician in a few short years. He also added shop foreman to his resume. During this time, John became certified as an ASE Master Technician and Advanced Level Technician which he still maintains. Crossing to the other side of service, he became a service adviser winning the Ford Silver Medallion award. He then became a Service Manager for a large dealership. John also worked in the independent aftermarket. He then applied to be an instructor at a post-secondary automotive training school where he taught basic electrical and HVAC courses for the better part of ten years. Fortune would change his career path again when John learned about BOLT ON TECHNOLOGY and became part of the team. Listen to John’s previous episodes HERE. Pete Rudloff is a national automotive instructor/advisor, ASA volunteer leader, nationally published technical writer and owner of both Pete’s Garage, Inc. and Blue Collar Technologies, Inc. in Newark, DE. Pete has a passion for raising the bar for the auto trade and a reputation as a friend to the general auto repair shop with many calling themselves Pete’s customer. More than just a guy who fixes cars, Pete is out to change the auto trade and how vehicle owners view auto shops with his new FlexCheck Auto Digital Vehicle Inspection Software. Listen to Pete’s previous episodes HERE. Key Talking Points: DVI is so important because it will increase the transparency with what is going on with their vehicle. More and more people want to be in control. DVI allows you to maximize opportunity with each vehicle that comes into the shop. DVI is not going away. It is like a smartphone. ‘Everyone has one’ DVI penetration is only about 10%, however, it is the norm today. There is no excuse not to DVI. It is not going away. Sop ignoring that this is a fad. DVI bring the vehicle in the bay to their home or office. Adoption rate issues: Change Fear Battling priorities (fire drills) DVI is a major change. It has a major impact on the business. You need to be prepared. Lay your plans and vision to adapt DVI over the next few years. Let your people know. Involve your team to improve your engagement. Get your teams feedback and buy-in. Get them to kick the tires with you. Time is necessary to get full adoption. Leadership/Management must take a strong lead in the implementation of DVI and stay engaged with the team not only during integration but into full adoption and as a system. DVI’s are comprehensive and have so many features. You must be a perpetual student to be sure your DVI systems features are being considered for your company. Look for a DVI company where you find a fit for your culture. You need a lot of force and momentum to get through implementing DVI If you adopt early you gain a competitive advantage. Consumers will demand this in the future and force you to have DVI. Become the leader in your market. You will have pain in the implementation but fight through it. DVI is the single biggest thing you can do for your bottom line. Resources Mentioned: Thanks to Chris Cloutier, John Burkhauser, and Pete Rudloff 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

The Panel Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Keith Perkins has been in the industry about 13 years, serving in various capacities, including; machine shop experience as a cylinder head machinist, cylinder block machinist, lead engine assembler, and engine performance tuner. Outside of the Machine shop, he has been a diagnostician at independent shops, contract trainer for independent shops and parts suppliers, a General Manager of a parts store and he has supported over 200 shops as a Nissan/Infiniti technical information specialist. Keith is a member of the Trained By Techs group and currently serves as diagnostician, programming and security specialist for Christian Brothers Automotive, he also operates a diagnostic, programming and security training company (L1 Automotive Diagnostics and Programming). Keith holds 14 ASE certifications, and also serves as a “Subject Matter Expert” for the ASE A1 test. Keith has a passion for supporting professionalism in our industry, as part of that he pushes young and seasoned techs to get ASE certified. Keith says out of all his certifications and accomplishments he is most proud of his “Value of Life Award” he received for successful life-saving efforts on a civilian while in the line of duty during his hiatus from the automotive industry with the Colorado Department of Corrections. Tomi Oliva is the owner and operator of San Jose Automotive Center in Chicago, IL. He grew up working in the family business. The primary business back then was tire related, but they did venture into some general repair. This is when Tomi realized what he was going to be when he grew up. For Tomi, the tire side of the business was a chore but once he got a taste for the repair and technical side of the automotive service business, he knew his professional direction. Tomi was hooked. So much so that he went against his father’s wishes and attended UTI Glendale Heights where he graduated in 2004. After graduating, he worked for a Nissan Dealer for a while before returning to Chicago to take over his Father’s Tire Business. If you guessed that Tomi would probably convert the tire shop into a full general repair business, then you guessed right. San Jose Automotive Center is now an automotive general service business and has been since 2015. About two years ago, Tomi started attended technical training and meeting others that shared his same passion for diagnostics. The relationships that Tomi developed from these courses and training events have opened doors to some awesome opportunities. To say that Tomi is satisfied with his career choice and industry involvement would be an understatement, but he’s just getting started. Mario Rojas picked up a wrench for the first time 10 years ago, after watching someone do a brake job. He landed a job at the local repair shop a couple of years later after doing brakes, belts, hoses, and suspension work out in the street. That shop sent him to a small electrical theory class and he became fascinated with it. He studied every magazine, every YouTube video he could get his hands on and one by one took and passed his ASE tests. Once he received his L1 certification, he was fortunate enough to find a reputable shop. They allowed him to create a YouTube channel. His goal is to share with and motivate techs of all ages but to especially motivate the younger techs in the industry. He hopes to share as much knowledge as possible in the same fashion that he was fortunate enough to acquire it. Key Talking Points: We need to stop the loss of our talent and engage the technicians of the industry through building a strong network. Many technicians don’t know about another level that they can aspire to. Many don’t know that being a lead diagnostician can be profitable. Techs do side work because they are not being compensated properly. Trained By Techs is working tirelessly to reach technicians that have not been to training. They have an open mike weekly on the zoom meeting platform. As a technician who works for a shop that does not pay for training, you will have to pay for your training. Come back to the shop and share and show the owner the value you’ve received and that all in the shop can benefit and will be split your next training investment with you? Do our shop owners really know what is going on in training classes? Every technician class should also be attended by shop owners and service advisers. There is a need to create a manifesto for techs that will outline and create a training commitment inside their shop. It is time to pull a training commitment from shop owners. Part of being hired at a shop you must require training. Resources Mentioned: Thanks to Keith Perkins, Richard Falco, Tomi Oliva and Mario Rojas 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

The Panel: Dean Bailey, President of King’s Auto Service, Inc started working on go-carts, cars and lawn mowers around 11 years old. He started working at a family owned shop at age 16, Pipers Automotive after school. He began night school at Wake Technical Institute after work in the Automotive Program about 1977. Around 1981, he left Pipers after learning a lot of hands on that help apply the theory from Wake Tech. At this time, he started working for King’s Auto Service, Inc. His great Uncle, Linwood King started the business in 1946 after returning from the Pacific in WWII . He bought the business from a cousin, Delmer King in 1991. They are the oldest independent shop in Raleigh. Dean is an ASE Master Tech L3. Doug Rogers who is the owner of Autohaus Import Service got in the industry in 1978 because he needed a trade that didn’t involve working outside, or working with his feet off the ground. He worked 25 years as a tech in a dealership, before opening his shop in 2003, at age 48. Key Talking Points: Don’t use the technician shortage as an excuse. Start looking for one. Don’t be a run of the mill shop. That is a draw to a potential employee to want to work at a stop shop. Your business culture will help attract the right type of team member. Look for people from the IT industry. Techs of tomorrow must be able to diagnose complex problems. Dean found an IT person and implemented a grow your own tech program The business culture creating a team is critical to a business. Learn to put yourself as CEO at the bottom of the pyramid and support your team. The CEO sets the attitude of every day. Fix any problem you see from your team that is out of the ordinary. Stop micromanaging. Let your people make mistakes. Doug wasn’t happy with his results so he knew he had to change. He has a great group of keepers Becoming a stronger leader was the key for these shop owners Joined 20 group Pushed for improved culture Learned to fix ‘me’. Then everything flows in the right way. You’re never too old. Embrace autonomous cars and get them to your shop for repairs. A new business model will transform. Having a niche will be important in the future. Resources Mentioned: Thanks to Dean Bailey and Doug Rogers 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Gary Summerfield started in the business in the early sixties pumping gas and doing general service station work. He opened his own service station in 1975 and received training from Shell, Sunoco, and Exxon. Gary built his first garage in1990 and opened a second location in 1993 and his third in 1998, the fourth in 2002 and built a replacement facility Waxhaw in 2013. Gary also had a large towing service from 1979 and grew it to 14 units. He closed it in 1999 sold the equipment and focused on the repair business. He credits his success to attending training classes and required employees to attend also His business grew to 6 million dollars in total sales per year. Gary was to sell two locations with an offer he could not refuse. He also sold his Hybrid shop and repair and another location to his general manager and the fourth location to a towing service. He is now a landlord but is considering building a new location for my youngest son and helping him run it. Don Griffin started building transmissions in 1980 at a dealership. he left there in a year and worked interdependently for two years, then went back to a dealer. In 1983, he went to another independent shop until 1992 when he decided he wanted to rebuild transmissions his way and wanted to do European and Asian units. He taught himself the electronics on those units when other shops didn’t want to bother with them. He made himself a name that he could fix anything foreign or domestic. His time in the shop was from 1992 until 2016. He had built a building in 1999 and still have that leased out. He was the one that can safely say he did it his way. Tommy Kendal was born in Columbus County in 1939. He moved to Cumberland County in 1944. He lived on a farm and worked at a dairy until 1958 when he graduated from high school. He went to Danville Technical Institute for a 2-year auto mechanics course and in 1960, he graduated and went to work at H&L Auto as a mechanic. During 1978, he took and passed all 8 ASE certification tests and received their Master Automobile Technician certificate. While in 1990, he moved up to management and during 1995, he passed the L1 Advanced Level test. He still enjoys working on cars. He really enjoys that more than management. Key Talking Points: Retired shop owner regrets Running every aspect of the business yourself. Not planning ahead for a succession plan. The legacy they’re leaving behind The mindset that customers enable you to pay your bills and feed your family- need to always go above and beyond for them. Take pride in what you do. Still helping shops Information source- parts and vendors. Business advice- margins, bottom line. Reminder for constant training. Technician pay Cannot have the stereotypical mindset that entry-level techs live at home without spouse or children. Entry level 50-75K salary- entry level need to have an understanding of electronics, shop owner needs to charge to compensate. Important to hire the techs that are passionate about the industry. Resources Mentioned: Thanks to Tommy Kendall, Don Griffin, and Gary Summerfield 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Edwin Hazzard is a business owner, mobile diagnostic tech, automotive instructor and currently, a contributing writer for Motor Age magazine and automotive service professional magazine and has been an auto tech since 1984. Key Talking Points: We interviewed at ASTE 2018 in Cary, NC where Edwin taught a few classes. Sees a diverse age group in class. Refreshing to see the commitment to give up their time to educate. The techs who are coming to training want more of it.. 20 years as a mobile diagnostic tech in NY state and in South Carolina. Four years as a trainer for Carquest Technical Institute. Instructor for Ulster County in NY for high school Automotive Training. Moved down south, continued being mobile diagnostics tech. Also works part-time at a truck shop. Contributing writer to Motor Age. Spent a few years as an instructor for Carquest Technical Institute (CTI). Daytime training is a trend that must happen. ADAS is coming. Get in the know. Don’t ever discount the tech specs on vehicles. You’ve got to read to be able to diagnose. Passion for training. Need to enjoy what you do for a living. Sees diverse age group in classes. “Don’t update, you evaporate” – Tech’s responsibility to get trained. Need to stay ahead of new technology, improve career and increase pay. Cost of training is an investment. Mobile tech Needed because of lack of training/equipment in shops today. Techs are skipping steps. Will explain to tech after completed the fix on what was the problem was and how it got fixed- mini training session. Resources Mentioned: Thanks to Edwin Hazzard 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio