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Pictured above, Robert Griffin, Mike Reynolds and Shane Steele (left to right) Mike Reynolds is the owner of Mobile Automotive Service Solutions in Charleston, SC as well as an automotive technology instructor at Trident Technical College. As a diagnostic specialist, he holds certifications as an ASE Master Technician (A1—A9, X1), and is an Advanced Level Specialist in engine performance (L1), and Hybrid/Electric vehicles (L3). You can find his technical articles published in MotorAge magazine as well as case studies he has written featured in many aftermarket training seminars. Attending an average of 45 training hours per year helped him to become proficient in vehicle diagnostics on American and Asian vehicle lines. Shane Steele is a Chrysler Certified automotive technician at Hoover Dodge located in Summerville, South Carolina. Shane is twenty-four years old and has worked for Chrysler for four years. Along with his Chrysler certifications, Shane has also received his certificate in Automotive Technology from Trident Technical College. Prior to becoming an automotive technician Shane served in the U.S. Army National Guard and served one tour of duty in Afghanistan from 2013-2014. He completed his military contract in December of 2017. Shane plans to use his military experience, shop skills, and knowledge to open his own automotive business in the near future and help contribute to the aftermarket auto industry. Robert Griffin is the shop owner and technician at Griffin Transmission in North Charleston, SC. He is certified in transmission repair and diagnostic from the local community college (Trident tech) where he also instructs night classes when needed. At the shop, Robert is responsible for managing customers, cars, and employees. He is lead transmission diagnostician, and former lead transmission builder, working on training fellow technicians in the shop to be able to properly diagnose transmission and driveline issues. Robert has a strong commitment to technician training. Incentivizing his technicians to seek training and continuing education. His shop attends several different training groups each year. Key Talking Points Aftermarket training Different ways to diagnose problems, scope training Tech shortage Start at the bottom and can be difficult to see long-term future Dealerships often discourage new techs from joining and making a career in industry- feel threatened Need to create a sense of pride in work- fun, challenging, certifications Tech shortage solutions Shop owners need to see value in training for techs- instead of calling mobile diagnostician could be training on staff techs Shop owner buying technician tools- tax write off for the owner, possible contract for the tech to own tools after so many years Tech retention Paid training Mistakes happen in a shop- how you handle it is what makes the difference. Be a team player. Resources Mentioned: Thanks to Mike Reynolds, Robert Griffin and Shane Steele 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

Darren Garlock started his career in the shop pushing a broom, pumping gas and washing cars. At 18 he started full-time and worked his way up through the company from Lube Tech, Towing Operator, Mechanic, Service Advisor and now Owner. In 2015, Darren and his brother, Dan, bought the business from their father and have expanded it into 3 locations. Now called Silver Lake Auto & Tire Centers, the company focuses heavily on both employee culture and earning customers’ trust – treating their employees and customers the way they want to be treated themselves. Key Talking Points Advice on succession planning inside the family business Have patience, work together and keep the family as number 1 priority, be ready for it Expanded to 3 locations total Keep locations uniformed so employees can interchange if needed All 3 locations have own concierge service 20+ free loaner cars between all locations and concierge driver at each location Culture and values within the company Trust- Employees and customers An early adopter of DVI that is now a key of their marketing An early adopter with Autovitals when DVI came out Customer’s love the feedback about their car- helps them understand and put value in maintaining a car and keeping up with repairs when they can see pictures Invest in employees Minimum of 40 hours of training per year- paid training and in-house training All service writers/advisors have gone through ATI Training Customer retention Scheduling the next service appointment when they leave- call a week ahead to remind the customer about an appointment Resources Mentioned: Link to Silver Lake Auto and Tires Center Website HERE Thanks to Darren Garlock for his contribution to the aftermarket’s premier podcast. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Shop Profile Number of locations: 3 Total square feet of all facilities: 18500 Years in industry: 40 Years of business ownership: 10+ Number of technicians: 16 Number of service advisers: 8 Number of lifts: 20 Number of bays: 24 Days open: MON-FRI Annual estimated volume: 5M Technician efficiency: 90 Technician productivity: 80 Labor rate: 127.19 Effective labor rate: 108.49 Average repair order (ARO) $: 582.94 Average car count: 177 YTD gross profit percent: 40.76 YTD net profit percent: 15 Percent Repair vs Maintenance vs Other: 45/45/10 Technician training hours per year: 40 Service adviser training hours per year: 40 CEO training hours: 100+ Specialty: We are an early adopter of technology and advanced practices. Aftermarket association memberships: ASA/BBB/Napa Autocare/AC Delco-TST/Hybrid Shop Special accreditations: My Brother Dan Garlock-AAM Master for AMI. Shop management system (SMS): RO Writer Completely paperless?; Yes Digital Vehicle Inspection: Autovitals Website provider: Autoshop Solutions Supplier marketing program: Aftermarket Primary supplier: Aftermarket Performing hybrid repairs: Yes Engaged with a supplier advisory council: Yes ASE Blue Seal Certified: Yes Succession plan: Yes Biggest challenges: Technician shortage/Changes in technology/Profitability/Parts quality/Marketing/Profititability Business coach: Yes Mastermind group: Yes Philanthropy: Ruth and Naomi/Krueger Classic 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

Patrick McHugh always tinkered with ‘stuff.’ His dad bought an ’85 BMW when he was 14 when he noticed Patrick was running out of things to tinker with. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the car. At 15 years old, Patrick started working in an airport, washing planes, and mowing grass to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license. Patrick attended Purdue University where he studied aeronautical technology. He kept flying, earned his instrument license, and became an instructor. He discovered a passion for teaching. As fate would have it after graduation, Patrick became a pilot for Trans State Airlines, a regional carrier for United. He was based in Richmond, Virginia, With normal pilot downtime, he continued to tinker with BMW’s. He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. Cars were lining up in the driveway, so he had to decide to stop or go into business. So in 2011, he dove in head first and started Bimmer Rescue! Patrick has a real passion for the industry; not just for the day to day, but for the future as well. He teaches STEM classes for teenagers to show them career opportunities in the auto industry, hosts Women’s Car Care Clinics, and even has regular Art Shows in his shop’s gallery to support local artists. Patrick enjoys trying to change auto repair for the better and loves the great opportunities this industry offers! Listen to Patrick McHugh’s previous episodes HERE. Key Talking Points: Scoreboard “The Board” Located back of the shop. Broken down in terms of hours- hours turn into dollars, scoreboard meant to be in ‘technician language’. A grid that flows from top to bottom: Customer name and car. Incoming work (techs can see how many cars are waiting to be worked on and what’s next). Once tech gets car keys they move the card to “In Diagnosis”. “On hold” Done being evaluated, quote sent to the office waiting for a sale to go through or parts. “Ready for work” Tech’s work as a team with who gets each job, dispatch themselves. Performance tracking on other side of the board- Daily and monthly goals listed. If there is a hole in the board, something is holding up the program. Can see where shop needs to improve with processes. Improved communication and culture between office and the back of the shop. Scheduling mix of cars during the week to keep the flow. Feedback loop program for the future. PID Controller- Portion Integral Derivative (portion makes the change, integral tunes the change, derivative makes it smooth) . Example cruise control and thermostat in the home. Wants shop to always be making changes and adjusting those changes while looking ahead. Resources Mentioned: Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Link to Bimmer Rescue Website HERE Patrick’s Episode 266 Link HERE. Thanks to Patrick McHugh for his contribution to the aftermarket’s premier podcast. 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: Doug Callaghan, CEO Vic’s Service Centre in Wainright, Alberta Canada is the winner of the 2016 Auto Care Association ACE (Automotive Career and Education) award. Doug shares his story of transformation, recognized by Auto Care, that earned him this recognition. Doug made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the leadership to make those ideas and plans become reality, I was not going to let that happen. I wanted to see an increase in our net profit and a better life for myself and my team”. He continues that commitment today. Doug has experience working with disaster plans with the Credit Union Board that he chairs. Find other episodes that feature Doug HERE. David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois. David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service. In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David HERE. William J. DeBoer (Bill Jr.) is Co-owner and Vice President of DeBoer’s Auto Sales & Service. Bill has been responsible for bringing innovations in daily operations to the full-service, high-tech auto repair facility for 20+ years. Bill was able to fuse his passions for technology and cars with a Certificate in Automotive Technology, followed by a B.S. in Business Management from Penn State. He joined his family business, founded by his father three decades ago, shortly after. Today, Bill runs business development, sales, customer services, process improvement, human resources, and technician education programs. Bill is an Accredited Automotive Manager from the Automotive Management Institute as well as a CERTIFIED MASTER DEALER® from the National Independent Automobile Dealers Association. His National Institute for Automotive Service Excellence (ASE) credentials includes: Master Technician, L1 Advanced Engine Performance, P2 Parts Specialist, and X1 Undercar Specialist. Listen to Bill’s podcast episodes HERE. Key Talking Points Car count- gaining new customers Lead Generation Advertising with marketing value for customer- free report, booklet etc Target specific audience- establish yourself as the expert and trusted source, build value Can’t just rely on great service- get in front of customers on a consistent basis with pain points. Your website needs content that relates to common problems for car repairs- organic marketing without paying for keyword Delaying the sale and establish trust. Designed to target higher conversions than social and mail. Video content is strong and important as content today. Video within blog post. Two to three minutes long videos. Bill tracks anyone who visits his site. Doug is opening a brand new shop Going from two locations to one Nine bay Will need to track new people who are coming to see the shop Organic SEO. Google puts maps way ahead or other content. Social media- customers want to know about your employees and be engaged with them. They want to see you and know you before they do business with you. David Roman – Return customers spend 6 times more than first time customer The more they spend on the first visit the higher probability they will come back. Joey Coleman “Never Lose a Customer Again” Enrolled in a workflow process: (marketing automation) A welcome video, walk the customer through the process during their first appointment, follow up phone call/email/thank you card, 2 weeks send a gift, 30-60 days after custom facebook audience 90 days after reminder alert for next appointment. Using an automated marketing program (Hubspot). Build your ideal customer avatar. See podcast episodes on ideal customer HERE. Create fresh organic content: David posted a family vacation picture got more engagement than one on parts or service. You need a unique message Resources Mentioned: Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Thanks to David Roman, Bill DeBoer and Dough Callaghan for their contribution to the aftermarket’s premier podcast. 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

Mike Tatich and his wife Serena started TMT Complete Auto Service Center in March of 1984 in Bremen, IN. Bremen is a small town of 4,600 people with 2 stoplights. The shop has undergone many evolutions since its tiny beginning as a tire store and body shop. Mike has become a John Maxwell Leadership Certified business coach. He has a story of letting go, a perfectionist control freak, a helicopter dad, and he needs to get busier doing other stuff. Key Talking Points: John Maxwell certified business coach Started reading John Maxwell books 10 years ago Went through certification program in Florida- not one person in the program was from automotive industry Leadership makes a difference 9 out of 10 shop owners don’t believe they can take shop forward Self-limiting belief, fearful Art of letting go Father/son relationship at the shop Cannot have two different management styles within the company The average shop owner is 63 Opportunity for younger talent Advice to millennials Be consistent, build the foundation first Invest in yourself and be open – training, being in association/group, reach out to other shop owners and network Focus on being better than the previous day and step out of your comfort zone Weekly meetings with team Resources Mentioned: Mike’s son Tony Tatich episode’s here HERE. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library and many from John Maxwell HERE. Leaders are readers. Mike Tatich email HERE. Thanks to Mike Tatich for his contribution to the aftermarket’s premier podcast. 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: Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes HERE. Dave Kusa is the owner of AutoTrend Diagnostics in Campbell, CA. Dave is very active in Chapter 42 and currently serves as a board member and chapter representative. He has also helped several new shops become ASCCA members. Dave advocates with local legislators on behalf of small businesses and their employees. He contributes to TeamTalk and is a huge resource for members. He was ASCCA’s past president. Look for Dave’s other episodes HERE. Niko Sougias and his sister Julia work side by side with Charlie and Shelly to carry on the family tradition of Charlie’s Foreign Car Service, one of Downtown Encinitas’s most successful and enduring local businesses. Niko purchased the shop from his father 3 years ago. Charlie’s Foreign Car is a BOSCH service center. Niko is a member of ASCCA and sits on the connected car committee. Niko is a newly appointed BOSCH Car Council member. Also an Encinitas Rotarian. He is Married with 2 kids. Niko now operates the shop with 7 technicians, 3 service advisors, and a parts manager. Look for Niko’s other episodes HERE. About ASCCA’s Connected Cars Committee ASCCA’s Connected Cars Committee was established August 1st, 2017 with the mission to “protect the ability of ASCCA membership to do business in California, including safe, secure, and uninterrupted access to vehicle onboard systems and the required tools to fix them.” Committee members are also active in: National Automotive Service Task Force (NASTF) Society of Automotive Engineers (SAE) California Automotive Wholesalers Association (CAWA) Auto Care Association (ACA) Auto Service Association (ASA) ASCCA Government Affairs Committee Connected Cars Committee Objectives Membership Support: The Connected Car Committee supports ASCCA membership, providing: news and analysis of the trends in “connected” cars (telematics and autonomy e.g.) resources for information and training guidance on best practices Partner Collaboration: The Connected Car Committee will work with ASCCA partners, providing: feedback to partners on “connected” issues as they pertain to California representation in partner advocacy nationwide participation in “connected” related events across the Aftermarket Government Support: The Connected Car Committee will support the ASCCA Government Affairs The committee, providing: coordination on “connected” issues; at least one current member on both committees a dedicated mouthpiece (for members and partners) regarding “connected” issues immediate updates on “connected” issues that may be relevant to legislation. Key Talking Points: ASCCA Team Weekend -Reassurance and clarity after learning more about the changing cars in the industry Keynote speaker Fred Gruner- Principal Engineer at NVIDIA Any decision a person makes in less than a second a machine and robot can do it. But human brain compared to supercomputer can still out compute it Autonomous cars can learn How do you operate autonomous vehicles safely? Functional safety- A situation with the absence of unacceptable risk. Can you repair autonomous cars? Yes Security of autonomous cars will be elevated- Need to be prepared with credentials in order to access cars What’s next? Stay ahead of curve- continual learning and being ready for autonomous cars “Adapt or become obsolete” Get involved with organizations and associations Resources Mentioned: ASCCA Connected Cars Webpage HERE Luscious Garage Webpage HERE Autotrend Diagnostics Webpage HERE. Charlie’s Foreign Car Webpage HERE. Thanks to Carolyn Carolyn Coquillette, Dave Kusa and Niko Sougias for their contribution to this podcast. Leaders are Readers. Go the BOOKS page on the website. 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

How To Sell Diagnostics at a Profit? This is not an easy question to answer. Service professionals must be paid for their expertise because the cost of doing diagnostics is the most expensive service you have in your building. LISTEN HERE. It is time to move from diagnostics to testing and analyzing. Every shop needs to build a premium product around testing and analyzing. You need to be known as the ‘we can fix anything right the first time shop’. Your motto: “We have the best technicians.” Your shops testing and analyzing skills is the premium product you sell and are known for in your marketplace. No need to go anywhere else. We do the research, test, analyze and discover what is wrong. We present the solution then you decide. Marketing this premium product requires a strong testing/analyzing process that both the service advisor and technician are totally in agreement with. The benefits allow the SA to confidently sell testing and analyzing. The diagnostician knows that the SA will sell the value and benefits to the customer because the process dictates the work to be done. A very strong discussion and powerful take-a-ways that will arrest the black hole in your business of profitable diagnostic time.

Fleet business can sustain your revenue during the up and down times of the year. Great advice on getting started and be willing to change and adjust as you move along. These three shop owners agree that it may be time for you to ‘Get out of your comfort zone’ and jump into the fleet business. LISTEN HERE. We talk how to recruit fleet customers, obvious reasons to get into the fleet business, the how to deal with fleet managers and the challenges of implementing and growing fleet revenue. Learn from Tom Palermo from Preferred Automotive Specialists in Jenkintown, PA, John Constantin from Bison Fleet Service in Buffalo, NY and Bill Nalu from Interstate Auto Care in Madison Heights, MI.

Barry Barret is mentioned in the above stream. Here is an interview with him worth listening to: http://bit.ly/29aLSRM Also another great interview with a service adviser trainer, Jeremy O'Neal here: http://bit.ly/28pFZWU. You can get a great feel of each of these trainers in these interviews.

Barry Barret is mentioned in the above stream. Here is an interview with him worth listening to: http://bit.ly/29aLSRM Also another great interview with a service adviser trainer, Jeremy O'Neal here: http://bit.ly/28pFZWU. You can get a great feel of each of these trainers in these interviews.

Barry Barret is mentioned in the above stream. Here is an interview with him worth listening to: http://bit.ly/29aLSRM Also another great interview with a service adviser trainer, Jeremy O'Neal here: http://bit.ly/28pFZWU. You can get a great feel of each of these trainers in these interviews.

I read a book in 2002 called 'The Rule of Three' by Jagdish Sheth and Rajendra Sisodia. Every time there was a consolidation, I thought of this book. Back then McDonald's, BK and Wendy s; General Mills, Kellogg's, Post. Today 13 years later, Staples wants Office Depot/Office Max. Does that leave but one brick and motor office supply national chain? Walgreens-Boots wants to buy Rite Aid. Will that leave them and CVS as national chains? Is a lot of this fueled by the future of e-commerce or pressure from Wall-Street.

A great story of community involvement and caring. It is what made our country so great. I'm sure there are many great stories like this and its is great to hear about them. Kudos to all that give so that other can have basic transportation.