Speak Up! Effective Communication

10 Tips for Public Speaking: Tip #10 Gain Experience [E089]

Mon, 06 Apr 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training

In our episode today, we close out the 10-part series on public speaking tips inspired by the Toastmasters tradition with Tip number ten: Gain Experience.

The word of the day is:

Nascent:

Nascent means just beginning to exist or develop.

Still in early formation. Not yet fully formed.

Every skilled communicator had a nascent season. This episode is for the people who are in theirs right now.

I frame experience around two key spaces:

1.) Being in the audience,

2.) Being in front of the audience.

….and an underlooked important piece…

the middle space where so much real development happens - being beside and supporting a speaker.

A few stories from my own nascent season illustrate four key concepts:

The value of borrowed stage time from a mentor
The middle space model in the wild — and how to cultivate it locally
How small moments compound into big ones over time
The road nobody talks about: saying yes to everything, no show too small

For the technically minded or anyone who wants to become a trainer: Being a subject matter expert does not make you an excellent presenter. You still need the reps and the feedback of real people in front of you.

By the time you reach a big room, if you have done the work in the small ones, you will not be new to having an audience. Only the content will be new. That is what all those small steps build toward.

Sincerely,

Craig O'Neill

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, InBound, and Service Advisor Training

Your partner in technology, Autoflow consolidates your client interactions - before, during, and after the visit to a single thread. An end-to-end CRM for auto repair shops. https://autoflow.com/

Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. https://shopdogmarketing.com/

Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. https://callinbound.com/

Want a more profitable shop? Start with your service advisor. They are the face of your business, the voice on the phone, and the key to every approved repair. https://serviceadvisortraining.com/

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

10 Tips for Public Speaking: Tip #9 Structure Your Message [E088]

Mon, 30 Mar 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound

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In our episode today:

We are on tip number nine of our 10 Tips for Public Speaking series.

The Toastmasters version of this tip is: concentrate on the message, not the medium.

We already addressed the medium back in episode 081 (You are the medium) so today, we take that as settled and turn our attention to the message itself.

Tip #9, in my framing, is this: structure your message. The heart of that tip is something most speakers never think about deliberately: the transitions between their points.

I talk through why the most common preparation approaches, like heavy notes, teleprompters, and full memorization, all share the same fundamental flaw. They prioritize the words over the connection with the audience. Then I walk through the simple framework I use in my speaking workshops: introduction, body, conclusion, with transitions planned at every step.

I also share a story about my son, who prepared a speech on drone laws in the car on the way to a Toastmasters meeting and delivered a genuinely strong talk with no prior speaking experience. The structure outline I shared with him worked!

Our word of the day is cohesion: noun

The quality of forming a unified, well-connected whole.

A cohesive talk is one where the audience always knows where you are taking them.

Sincerely,

Craig O'Neill

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

10 Tips for Public Speaking: Tip #8 Mistakes Happen, Keep Going [E087]

Mon, 23 Mar 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound

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In our episode today:

We are continuing our ten part series on ten tips for public speaking, and we have arrived at tip number eight — Mistakes Happen, Keep Going.

The original Toastmasters tip is listed as "Don't Apologize."

I find that worth challenging.

A brief, natural acknowledgment of a mistake is perfectly human. What we are really talking about is not dwelling. Not drawing attention. Not making the mistake bigger than it was.

I open with a scene I have watched play out many times at my Toastmasters club — the ah-counter who begins narrating their own filler words in real time. It is a perfect illustration of our word of the day:

Perseveration. The tendency to repeat or dwell on something well past the point where it serves any useful purpose.

I walk through three stages most communicators move through — from unawareness, to hyper-awareness and the spiral, to the veteran ease that comes with time and practice.

The goal was never perfection.

The goal is reaching a place where mistakes no longer derail you.

There is a point where dwelling on a mistake causes it to become the focal point of the entire interaction — and the audience now has to manage your emotional state rather than receive your communication.

Self-criticism pulls you out of presence. And presence is the entire prerequisite for connection.

We close with a callback to tip number seven: people want you to succeed.

If that’s true, and mistakes happen… Keep going!

Sincerely,

Craig O'Neill

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

10 Tips For Public Speaking: Tip #7 Realize People Want You to Succeed [E086]

Mon, 16 Mar 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound

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In our episode today:

Tip #7 for public speaking: Realize the people want you to succeed.

This is a tip I totally agree with. As is, no change.

We looked at what that means for a nervous speaker standing in front of a room, for a service advisor presenting a repair recommendation, and for the relationships that make this industry worth being a part of.

We talked about what happens inside a strong weekly Toastmasters club, and why it's so much more than a place to practice speeches. It's a room where speakers have to do the hard work of believing they have something worth offering, and where audiences have to show up with genuine care, active listening, and structured feedback designed to lift people up.

The glow and the grow. Week after week.

This episode- I prove that goodwill by reading aloud a stack of handwritten “Grow and Glow” slips that I accrued during my speech earlier this week at my home club!

We also acknowledge that a speaker can squander the audience's desire to see you succeed depending on where your communication is coming from. Dale Carnegie's warning on the three C's: Criticism, complaining, and condemnation.

I’ve landed on this: Mutual success is the foundation of any real relationship.

Today's Word of the Day:

Reciprocity

A mutual exchange where the success of one genuinely contributes to the success of the other.

Thanks for listening!

I hope that the people in your life are continually demonstrating their desire to see you succeed.

If that isn’t the case… branch out and find your people.

Sincerely,

Craig O'Neill

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

10 Tips For Public Speaking: Tip #6 Visualization is Overrated [E085]

Mon, 09 Mar 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound

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Visualization is Overrated

In our episode today, we take on Tip #6 from the classic Toastmasters framework: Visualize yourself giving your speech. It sounds reasonable. It's widely taught. And after sitting with it long enough, I think it's one of the weaker pieces of advice in the set.

Most of us have experienced the involuntary version of visualization — the 3 a.m. mental movie that doesn't always end with applause. Lost sleep is real, and it's horrible. And the mainstream advice — picture the smiling audience, hear the applause, feel the warm handshakes — actually contradicts itself.

One source I found put it plainly: the more you dwell on possible outcomes, the more likely you are to lead yourself into negative territory. And yet the same sources tell you to just picture it going well. The advice doesn't hold together.

What prepares you is knowing your material, understanding your audience, doing the reps, and showing up as yourself.

We also touch on the credential slide trap — another form of the same mistake, putting the focus on managing perception rather than delivering value. You're qualified. You're there because you are. Lead with value, not your résumé.

The reframe: instead of visualizing yourself giving your speech, be yourself and give the speech.

These tips scaffold on each other, and this one is only possible because of the work that came before it.

Our Word of the Day:

Rumination

Noun.

To ruminate means to think deeply and at length — often in circles, often at inconvenient hours. Keep that one in mind.

: obsessive thinking about an idea, situation, or choice, especially when it interferes with normal mental functioning

Sincerely,

Craig O'Neill

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

10 Tips For Public Speaking: Tip #5 Relax, Nerves Are Normal [E084]

Mon, 02 Mar 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today:

I tackle Toastmasters' tip number five: "relax." Spoiler alert - that's not actually helpful advice. You can't just relax on command any more than you can tell an angry customer to "calm down" and expect it to work.

Instead, I'm reframing this tip entirely:

Nerves are normal. Expect them. Understand them. Don't fight them.

I walk you through why nervousness happens - it's your body's fight-or-flight response doing exactly what it's designed to do, even though you're facing a room full of colleagues, not a predator. Your heart races, your mouth goes dry, your voice shakes, and sometimes your mind goes completely blank on material you know cold. I've experienced it myself, even after six and a half years of Toastmasters.

I tweaked the, now familiar, APAC framework to be…. (Acknowledge, Probe, Answer, Continue) … the C is usually ‘Confirm’, I explain what's actually happening physiologically and why about 74% of people experience speech anxiety.

While nerve effects diminish over time with practice, you can also take heart that most of what you feel internally isn't nearly as visible to your audience as you think.

So you have nerves.

Good.

Speak up with NERVE!

Word of the Day: Equanimity - Mental calmness, composure, and evenness of temper, especially in difficult or stressful situations. You can feel your heart racing before a presentation and still speak with equanimity - the nerves don't have to shake your composure.

Sincerely,

Craig O'Neill

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

10 Tips For Public Speaking: Tip #4 Own the Room [E083]

Mon, 23 Feb 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today,

I reframe the classic Toastmasters principle "Know the Room" into "Own the Room." I explore what it means to take complete responsibility not just for your presence in a space, but for what the space itself communicates to the people who enter it.

Whether you're a service advisor showing up to your desk every morning or presenting at an industry event, the space you occupy testifies to the quality of your work before you even speak. This episode will help you understand why owning your workspace builds the trust that makes all communication possible.

In this episode, I cover:

Why arriving early isn't about knowing the layout—it's about solving inevitable problems before anyone's watching you scramble
The contrast between speakers who lose composure when room problems arise and those who remain unflappable through disasters
How John Thornton's deliberate preparation for his training spaces communicated extreme respect for hard working speacilaists time
Why your facility is a liminal space—a threshold between your customer's world and your shop's work—and what that threshold communicates
How a physical workspace setup (counter barriers vs. shoulder-to-shoulder positioning) changes the relational dynamic with customers

Word of the Day: Liminal - relating to a transitional or in-between space; occupying a threshold between two different states or realities.

As I prepared this episode, it occurred to me that Bob Greenwood's words that impacted me were: "You dress nice out of respect for the people you are meeting with.” ALSO apply to why we should own the space we communicate in… the people we are there to connect with. They are worth it!

Sincerely,

Craig O'Neill

https://mattfanslow.captivate.fm/episode/john-thornton-part-1-e181

https://mattfanslow.captivate.fm/episode/john-thornton-part-2-e182

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

10 Tips For Public Speaking: Tip #3 Know Your Audience [E082]

Mon, 16 Feb 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our Episode Today:

"Know your audience." It's tip number three on just about every public speaking list. But I want to slow down on that word—audience. What picture does it put in your head?

If you're imagining a passive crowd waiting to receive your message, I want to challenge that. The real question isn't "Who's watching me?" It's "Who am I communicating with?"

In this episode, I dig into some communication theory—the old "Hypodermic Needle" model versus Active Audience Theory—and then get practical with three different audiences we all face:

Public speaking: The Prisoner, the Vacationer, and the Learner
Clients at the counter: Reading behavior through warmth, hostility, dominance, and submission
Your team: Ability and Motivation—when to collaborate, counsel, instruct, or direct

I found myself referencing things I’ve learned from my mentor and coach Dennis McCarron, throughout this episode. Dennis was one of only six certified trainers in Dimensional Selling and Coaching from Psychological Associates. If you want to go deeper on their Q4 framework, visit Q4Solutions.com.

Our Word of the Day:

INTERLOCUTOR (in-ter-LOK-yoo-ter)

noun

A person who takes part in a dialogue or conversation
One who participates in an exchange, not just observes it

Use in a sentence: "The moment you see your client as an interlocutor instead of an audience, you stop presenting and start connecting."

The big takeaway? Stop performing. Start interlocuting.

Sincerely,

Craig O'Neill

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

10 Tips For Public Speaking: Tip #2 Practice Practice Practice [E081]

Mon, 09 Feb 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our Episode Today:

Every time I hear people talk about practice and it’s connected to public speaking … I feel the need to tear down some misconceptions on this.

A lot of times, people think rehearsing their speech is all this means. Memorizing. Repeating.

Practice is so much deeper than that.

I tie in many elements of Toastmasters and my martial arts background in this episode.

I also take the “Practice Practice Practice” phrase and expand on it to three actual levels of practice.

It's This:

Show up vulnerably to the new thing (Practice 1)
Receive and apply feedback positively (Practice 2)
Stay consistently curious for a lifetime (Practice 3)

Those phrases - Vulnerability / Positivity / and Consistency were inspired by a speech and a visual from Shasta Nelson several years ago - she is a speaker and the author of the book “Frientimacy”. The book is still on my reading list - but the framework she shared was, for me, instantly recognizable in Toastmasters, the Dojo, and yes, a good learning culture in our repair facility!

I hope you’ll find this episode inspiring and will recognize yourself as a true practitioner in your career, communication, and leadership.

Our Word of the Day:

BUNKAI (boon-kai)

noun

Japanese martial arts term meaning "analysis" or "disassembly"
The practical application of kata (forms) with a partner
You can practice the form alone, but bunkai requires another body

Bunkai is best expressed in my experience as “application.”

I hope you’ll apply this tip to: Practice Practice Pracitice!

Sincerely,

Craig O’Neill

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

10 Tips For Public Speaking: Tip #1 You Are the Medium [E080]

Mon, 02 Feb 2026 00:15:00 -0400

Thank You To Our Partners AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In Our Episode Today:

A water bottle mishap lead to a backpack saturation which caused me to have to air out my bible outside of it’s jacket… and in the process - I uncovered a Toastmasters ‘bookmark’ that has “10 Tips for Public Speaking,” I had planned and been drafting episodes on that topic before I left some of the ideas behind to pursue other scenarios - and today it dripped back into my mind and flowed into some additional inspiration.

The thing is… I disagree a little on tip #1.

Tip#1 says: Know your material.

My suggestion - tip #1 should be: Know Thyself.

I get it, and so do you, it’s not a bad tip… but it probably the least significant reason I see people struggling with effective communication. More often - I see bored or burnt out subject matter experts with no passion for what they do, or worse… resentment…

In this episode, I’ll reference some inspiring material from multiple influential figures on my journey, and we’ll ask a proper question: Are you just doing this for the paycheck?

KEY INSIGHT: If you have tension, nerves, and are just doing what you do for a paycheck - it WILL come through in your work - even at a subconscious level as listeners, we can detect this in a communicator.

We all need a paycheck, but there are many ways to get those, why you do what you do matters because how you feel about it comes out in your work.

Word of the Day:

Conviction -

noun.

A firmly held belief or opinion; the quality of being certain about what you believe or do.

Why it fits: The entire episode is about the difference between intellectual agreement ("I believe vehicle safety matters") and embodied conviction ("I KNOW my professional responsibility"). Conviction is what transforms tasks into purpose.

I hope you’ll reach out to me with YOUR answers to “What is YOUR Job.”

I’d love to hear them!

Sincerely,

Craig O’Neill

Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Four Questions That Stop the Elevator Ride [E079]

Mon, 26 Jan 2026 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our Episode Today:

I begin with a recollection of my grandfather, Pat O'Neill. When clients were trapped at a less-than-forthright shop (or any business) with increasing costs, he referred to this as "an elevator ride."

This episode builds on our awareness that such rides are still a reality in the industry today.

In episode 77 we discussed a values-based client education model that shops can adopt to avoid putting their clients through the stress of interactive subsequent approvals.

This episode is about equipping clients with four questions to help protect themselves!

Four Questions that STOP the Elevator Ride:

Question 1: "Have you looked over the whole vehicle?

Question 2: "Are there any other findings, or is this all you found in your inspection?"

Question 3: "Are there any common problems on these vehicles you expect to find during this repair?"

Question 4: "If you find something in the course of repairs, what will you do?"** or “Is this the final cost?”

I explain how each of these is an important element to ask BEFORE you give your first “YES” for repairs.

The key for our listeners is this-

For Repair Facilities: Don’t withhold information. Be earnest and forthright on all things.

For Motorists: Stopping the elevator ride isn’t about skepticism. It's about gathering patient information so you can give your best yes. Make an informed buying decision.

Our Word of the day:

Earnest

Adj

Definition: Proceeding from or characterized by an intense and serious state of mind. Sincere. Genuine. Not joking or playful.

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Social Media Detox with Tracy Capriotto [E078]

Mon, 19 Jan 2026 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our Episode Today:

I’m joined by our producer, Tracy Capriotto! I’ve been in conversation with Tracy on the topic of the social media delete I did in the middle of last year, and I’ve been pretty happy with that choice!

Fortunately, Tracy also managed a break from social media as well, and maintained it since her return from the “Carm Cruise.” She shared some valuable insights in her recent pull-back from social media applications - helped by a choice to abstain from the “internet package” while on the recent voyage!

In our conversation, Tracy shares what she has learned in this time, now that she has engaged social media with far greater intentionality, self-discipline, and heightened awareness.

The Word for the Day:

Sovereignty

Noun

Definition: Complete authority and control over your own domain.

In Context: We usually hear this word in political discussions—national sovereignty, territorial sovereignty. But today we're talking about personal sovereignty—specifically, sovereignty over your attention.

Listen in particular to what Tracy says about her smart watch…

I know you’ll find Tracy’s insights incredibly valuable, and it is my hope that she will inspire you to consider how you too can redefine the nature of your relationship with social media, and other technological distractions.

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Values Based Client Education [E077]

Mon, 12 Jan 2026 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, InBound

Watch Full Video Episode

In Our Episode Today:

I had some recent conversations that heightened my awareness to a sales approach that, I feel, give me as much discomfort as it does clients in any repair facility.

I wanted to take the time to talk about my most hated experience in the transmission shop - having to call clients with subsequent findings AFTER they had already authorized initial repairs.

My discomfort lately… was hearing about a sale approach that treated that scenario as an ideal, rather than a failure.

My approach I feel is relatively unlabeled - but I would call it a values based client education model. I lay out the core elements of how I see our professional responsibility, how I communicate it, and how I see the most important closing ratio being measured by my own eye-lids when I go to sleep at night.

Our Word of the Day:

ASYMMETRY (noun)

Definition: A lack of equality or balance between two things; when one side has more of something than the other.

Used in a sentence: "Information asymmetry exists in automotive service because shops have expertise and diagnostic capability that customers don't possess—the question is whether you use that asymmetry to serve or to control."

My hope - is that you wont take a “shortcut to yes” but instead you’ll stay on the straight and narrow path of professional responsibility - truly council and advise with all the information you can learn and share - and avoid painful surrpises for your clients.

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

InBound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Should We Encourage New Customers to Wait? [E076]

Mon, 05 Jan 2026 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In Our Episode Today

If you're like most service advisors, you get uncomfortable when a first-time customer wants to wait. I get it - the pressure, the packed schedule, the preference for phone control. But that discomfort is costing you something massive: the chance to turn a visitor into a client for life.

I'm going to share why proximity matters more than you think. You'll hear about transmission pans, cramped offices, and why some of my best client relationships started with a five-mile drive. I'll explain what I was taught early on about separating customers from their vehicles to create urgency - and why those shortcuts only create transactions, not loyalty.

You'll learn what waiting should actually accomplish in those first 30-60 minutes, why shops spend thousands on waiting rooms but miss the entire point, and the operational reality you need to face if you want this to work.

Most importantly, you'll understand why our relationship was too often with the car when it should have been with the person.

Sincerely,

Craig O'Neill

Word of the Day: Proximity Noun. Nearness in space, time, or relationship. When a client is physically present at your facility, you have something you can't get over the phone - the ability to build a relationship through shared experience.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Communicating Quality Control [E075]

Mon, 29 Dec 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

If you've tried to implement a quality control system before and it fell apart, you're not alone. Over 90% of shops I talk to have no documented QC process - and many who start out approached it excited… but then slowly lose momentum and revert back to old habits.

I'm going to discuss why previous QC attempts fall flat. I'll explain why red marks on your inspection forms aren't failures - they're wins - and how documenting catches becomes your most powerful training tool IF we learn to communicate the outcomes constructively.

You'll hear the story of a parking lot problem in Sydney, Australia that completely changed how I think about communicating quality control to clients. I'll share what NASA's 344 single-point failures intrigue me regarding systematic approaches, and why your repair processes will benefit from a quality checkpoint before the point of no return.

Most importantly, you'll understand why clients don't know what you do unless you tell them - and how one simple text message can distinguish you from "their other mechanic."

This is the quality control resolution that actually sticks.

Sincerely,

Craig O'Neill

Word of the Day: Systemic

Adjective. Relating to or affecting an entire system rather than isolated parts; problems or solutions that are fundamental to how something operates as a whole. Quality control issues in our industry aren't random - they're systemic, which means they require systematic solutions.

Blog Referenced:

https://autoflow.com/blog/they-have-systems-for-this/

Link to Curiosity Rover Mission Control “Safe on Mars” Moment: https://youtu.be/34voepoD_8Y?si=wgdTbAgLnuT2snxI&t=3537

Listen … after touchdown is confirmed: “Now we’ll see where our curiosity will take us.”

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Retire These Phrases - Build More Trust [E074]

Mon, 22 Dec 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today, I tackle something that's been bothering me for years - the phrases we use in automotive service that we THINK build trust, but actually destroy it.

As we get to the end of the year, it's a good time to reflect on habits we'd like to leave behind. I've chosen five common phrases that, in my strong opinion, need to be retired. You've probably said at least three of them this week without even realizing it.

The Five Phrases to Retire:

"If it were my mother's car..."
"To be honest with you..."
"Trust me..."
"I'm not trying to sell you anything, but..."
"Like I said..."

Here's your challenge:

Pick ONE of these phrases this week.

Pay attention to how often you say it.

Then actively work to replace it with the alternative.

That's it. One phrase. One week. You'll be amazed how much more clear your communication becomes.

Word of the Day: Platitude - A remark or statement that has been used too often to be interesting or thoughtful; a cliché that sounds meaningful but is actually empty.

Sincerely,

Craig O'Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

When Competitors Speak Down, You Speak UP! [E073]

Mon, 15 Dec 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In Our Episode Today:

Whether you're a business owner, client service advisor, manager, or mechanical specialist, you WILL eventually be confronted with negative talk from within our own industry.

It's usually not blatant. It's often subtle.

It always puts the industry in a bad light.

It hurts ALL of us whenever it happens.

How we conduct ourselves in these moments sets us apart as true ambassadors for the automotive service profession, and that's why it’s our topic today.

I hope that our loyal listeners will see the cases where badmouthing happens against you as an opportunity to contrast your shop as the real professionals you are.

Sometimes, it felt like our part of the industry was a constant struggle with undercutters that would attempt to blacken our good name. I'll walk you through what I learned across twenty years as a transmission specialist. How to acknowledge the client's real concern without getting defensive, and how you can't explain value until you've earned trust and respect.

We’ll cover:

APAC (APAC was introduced in Episode 31 with Dennis McCarron) in action even when the poison runs deep and a customer wants their car OUT.
The hardest preventative move—walking into their facility to introduce yourself.
And the dream scenario where other facilities call to say, "your client is shopping—we told them they're in good hands."

Our word of the day:

Magnanimous—

Adjective.

Showing generosity toward competitors.

Gracious or forgiving, especially toward a rival or less powerful person.

By maintaining professionalism, by being magnanimous, you win even if you do lose an occasional service order.

Thanks for keeping your talk UP!

Sincerely,

Craig O'Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

What to Do When a Customer Pushes You Past Your Limit [E072]

Mon, 08 Dec 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our Episode Today:

Have you ever lost your cool with a client?

Many of us have been there.

My story here is about a situation that was completely impossible for me to help with - but I was trying my best to help with - and the client remained defiant anyway…

I’ve told this story many ways- and I remember the first time I ever won table topics at my home Toastmasters club was when I told a comical version of it. The story ends with the worst $200 payment I ever had to handle.

While I can laugh at some facets of the story now, it is, in fact, a memorable moment in my most formative years in customer service, and it contains some serious lessons. I do believe if I knew now what I definitely didn’t know then, I would have circumvented some issues - but this is why we call it a communication journey, isn’t it?

I will break down four lessons I took away from my frustrating case:

Lesson 1 - Know your warning signs

Lesson 2 - Tag out BEFORE you lose it

Lesson 3 - Recognize when logic won't work

Lesson 4 - What to actually say when you're at the edge.

Our word of the day: Forbearance: Patient self-control when you’re being provoked.

I hope you get a chuckle and enjoy the takeaways here!

Thanks for listening - and be sure to let me know if you enjoyed this story!

Sincerely,

Craig O’Neill

speakup@craigoneill.net

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Declined Repair Protocols Every Shop Should Follow [E071]

Mon, 01 Dec 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our episode today:

We are diving into one of the most stressful moments in our profession, when a client declines a critical safety repair and your mechanical specialist is standing there saying "they can't drive that."

We wont be talking about winning the approval or being a better salesperson. Sometimes the client simply cannot or will not invest in the repair, no matter what you say. So what do you do next?

The answer isn't just in what you say to them, it's in how you document the situation. Most facilities either write defensive notes that sound like we're scared of getting sued, or we simply write: “declined” next to the thing you recommended.

I'll compare some bad documentation approaches with what professional documentation really looks like.

Listen and learn language that considers legality, maintains client relationships, and helps your team see you take their safety concerns seriously.

Learn to Document With A Three-Sentence Framework:

(Yes, by all means, use AI to help you with this!)

Sentence 1: What we found (technical, measurable)

Sentence 2: What it means (consequence without threat)

Sentence 3: What they chose (neutral, clear)

Our word of the day:

Dispassionate.

It means without emotion or bias.

Your documentation should be dispassionate. The facts, no drama, no defensiveness.

I hope this gives you language you can use the next time this difficult situation happens… and it will happen to the best of us.

Thanks for listening - and be sure to let me know if this helps!

Sincerely,

Craig O'Neill

speakup@craigoneill.net

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

I Heard My Grandmother's Laugh [E070]

Mon, 24 Nov 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In Our Episode Today:

I was sitting in my office rounding out the work day. It was about 5:30. As I was tapping away at the last lines of the last emails - I heard something like my grandmother's laughter in the other room.

I should tell you, my grandmother passed in 2017, there is no way I heard her actual laugh.

Then I heard it again. I heard my grandmother laugh. It really was her laugh! And I knew why.

I got up from my chair - walked into my daughter's room, and my youngest, she's a freshman in high school, is sitting on her bed with a laptop computer - listening to "Meme Stories." (pronounced “Me Me.”)

I smiled, went back to my office chair, closed my eyes, and just listened. With the sounds of my wife preparing dinner downstairs, the clinks of dishes, and the smell of food nearing readiness combined with my grandmothers voice and laughter... I felt as if I was at my grandparents' home 20 years ago.

This was all possible because my Uncle Brad commissioned a recording project aimed at capturing my grandmothers voice and her stories. This proved priceless.

For our audience I have a real hope that you will do this for you or your loved ones.

In this episode - I lay out some tips that made this a real heirloom for our family.

Our Word of the Day: Heirloom

An heirloom isn't just something old - it's something deliberately preserved because it holds meaning that compounds across generations.

Happy Thanksgiving!

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

SEMA vs. AAPEX: Spectacle is Killing Meaningful Connection [E069]

Mon, 17 Nov 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In Our Episode Today:

It was a busy week in Vegas at AAPEX and SEMA! Walking through those halls, I kept thinking about 2017—the year I met Chris Cloutier at AAPEX. (See Episode 64) That conversation changed my life. It led to everything I do now. And this year, I kept asking myself: Could that have happened today?

Something has shifted. SEMA is where the action is. AAPEX was quiet. Vendors are chasing SEMA's crowds, getting high traffic but low-quality conversations. The fanfare is hard to ignore at SEMA, we get that - but focused and meaningful interactions were always my goal at AAPEX.

While walking back to AAPEX from SEMA, I inadvertently captured a meme worthy series of shots while a burnout contest roared in the background. It’s the “cool guys don’t look at explosions” meme featureing Chris. See below. Even when you try to walk away from the spectacle, it follows you. And eventually? We all look, don’t we?

Walking around SEMA, I kept saying: "This is like social media." Same noise, same distraction, same vanity metrics. Racing simulators at software vendor booths along with salespeople desperately trying to grab attention from the passing traffic.

Here's the solution: Let SEMA be SEMA. Let AAPEX be AAPEX. The industry needs abnegation (Our WOTD) —vendors must renounce the fanfare and create more focused spaces for real business and meaningful interactions. AAPEX is supposed to be that space. Then, after our meetings and gatherings… we can check out SEMA's spectacles. Or not.

Right now, spectacle is choosing for us. And the spaces where careers change (as it did in my story) seem to be disappearing.

Sincerely, Craig O'Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Things My Grandpa Said: "Some Joe Paluka." [E068]

Mon, 10 Nov 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In Our Episode Today:

It was a hot day in Phoenix—August 9, 2022.

I was in a boardroom delivering a demonstration on digital workflow to stakeholders in a large national organization. I began the demo portion of the presentation by adding a fictional customer to the dashboard.

The name: Joe Paluka.

I paused and told the audience that today—although I use this name in every demo and have hundreds of times—this hits a little different.

The name comes from a phrase my grandfather used all the time. And just hours before the demonstration, I had a phone call from my father letting me know my grandfather passed away that morning.

This episode isn't too personal, really... but it does highlight this particular phrase.

My grandpa would often say: "They treated me like some Joe Paluka from the two-bay Sunooka" (slant rhymed to match "Paluka").

It meant: "They treated me like a blue-collar tradesman, not the professional I am."

I hope you'll hear this story and emerge aware of this phrase. It would make my day to hear the phrase used in my grandfather's other favorite way of uttering it: "This Joe Paluka was invited to speak at _______"—or some other achievement we of humble origins might have opportunity yet to accomplish!

Sincerely,

Craig O'Neill

The Word of the Day: Dapper

Neat and trim in dress and appearance; marked by up-to-date elegance and stylish presentation.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

When That Podcast Invite is a SCAM! [E067]

Mon, 03 Nov 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our Episode Today:

We need to talk about those pesky scam emails inviting you to be a guest on an obscure podcast!

I sometimes think scams are SUPER obvious and no one could fall for them… but then some of my associates started asking me for advice about replying to some of those invites and I realized… we need to talk about this.

For legitimate podcasters, this has rendered cold outreach to potential guests that I do NOT know - VERY challenging. It has become very necessary to have an introduction through a trusted network.

In this episode I will lay out the anatomy of the scams, how they work, and how they find you.

This is a timely topic, as it relates to what I call “Information Resillience” in this coming age of AI impersonation and a breakdown of trust that will hamper communication in the future.

I hope you find this insightful - and if you have been target of a scam - please don’t be embarrassed - your story will help others!

Sincerely,

Craig O’Neill

Anatomy of a Scam Email: (This is a REAL transcript from an email I received and follows a similar format that I have seen in others.)

Hey Craig, I'm pretty sure you are busy and wanted to make sure this did not get buried!

All the best,

Edris Ahmadi

Evolvion AI

On Wed, August 27, 2025 5:34 PM, edris ahmadi wrote:

Hi Craig,

My colleague Derek came across your profile while looking for leaders in the automotive industry.

We’re launching a new podcast series highlighting forward-thinking figures, and we’d love to feature you in an upcoming episode.

We’ll dive into your background, the challenges you’ve overcome, and how you’ve carved out your place in the automotive space.

Your perspective would add real value to the conversation.

Would you be open to a brief call to discuss?

Best regards,

Edris Ahmadi

CEO

Evolvion Ai

------- Forwarded Message -------

From: Derek Valkovic

Sent: Jul 16, 2025, 2:15 PM

To: Edris Ahmadi

Subject: Reach out to Craig – podcast

Edris, I was searching for possible guests for the podcast and came across Craig from Autoflow. This looks like someone who'd add real value. Definitely worth reaching out!

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Acres of Diamonds with Mike Edge [E066]

Mon, 27 Oct 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our episode today:

It was my pleasure to host a friend of mine, Mike Edge, who himself is a host on the “Gaining Traction Podcast.”

Mike interviews a lot of folks in the auto-repair industry, focusing mostly on tire businesses.

I settled on the title of our episode AFTER the conversation I enjoyed with Mike. It is based on one of Mikes favorite books he’s read, which we discuss at the tail end of our conversation.

It’s worth touching on now - as the book Acres of Diamonds is actually a lecture by Russell H. Conwell. It sets the framework for our entire conversation perfectly. The general theme of which is this: one does not need to look far and wide for success, those opportunities are often right beneath our feet!

We learn a lot about Mike in this talk - and that’s on purpose. Mike is normally the host - and rarely a guest! It was really fun for me to turn the tables on him!

Our first segment we focus a great deal regarding perceptions of the industry, challenges, and adoption of communication technology. A key thing we will hear about Mike is his innate and genuine curiosity. Curiosity makes Mike a fantastic and eager listener, and thus, a great communicator. Loyal listeners have heard me talk many times about curiosity.

For me - the real fun begins when he and I get to go a little deeper into the topics we both share a lot of interest in, like history and practical elements of our faith and seeking knowledge and truth. We talk about books, railroads, the shootout at the OK Corral, it’s all here.

I know you'll enjoy this conversation as much as I did - and am certain it will leave you thinking.

Sincerely,

Craig O’Neill

A link to the very short 54 page book By Russell H. Conwell:

WOTD:

Coalesce

verb.

To come together to form one group or mass. A common goal to coalesce around.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

How To Get Out Of A Ticket! [E065]

Mon, 20 Oct 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our Episode Today:

I was sitting on hold for an active support ticket recently… the apple phone I’ve been using for three years started having an issue… and for some weird reason I made a connection to a book I read back when I was a teenager: “How to get out of a speeding ticket.”

I can’t remember the title exactly - but that may have been the title, I’ve failed to find the book and can only remember it was written by a police officer. It was a little tongue in cheek in some chapters - but it actually did have some pragmatic and thoughtful advice about how to treat officers with respect and potentially earn a better outcome than we deserve in the moment.

Topics I’ll discuss:

Three simple principles to handle traffic encounters or support tickets the right way
Actual tips to get out of speeding tickets… or get a lower ticket!
Showing respect / Reducing fear
Gratitude for human help in the world today.

Now.

I’m also a human - and make no claims to get my personal interactions right all the time… but that’s part of why I recognize the need for topics like this. It’s really easy to let the frustration we’re dealing with get to us - and allow it to shape our interactions.

For our listeners - I hope you’ll thing about the people you need help from at times - those part suppliers, the warranty adjudicators, upset customers… same principles apply.

The lesson today is that being right isn’t what gets you results. Effective communication gets you results.

Sincerely,

Craig O’Neill

Spoilter alert - despite my desire to get a resolution on my iphone… there was no help that involved anything other than a low trade in value and new iPhone…

I’m back- Team Android! Lets go!

Our Word of the Day today: Umbrage.

Used in a sentence:

Despite my appreciation for the support staff that tried to help me at Apple - I take umbrage at the fact that my device died a premature death so soon after my contract expired… so I switched devices and carriers.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

How I Met Chris Cloutier, and Why You Should Go to AAPEX! [E64]

Mon, 13 Oct 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

I'm sharing a story I don't tell often - my first time attending AAPEX (Automotive Aftermarket Products Expo) in 2017.

At the time I first attend - I had just left the family business, was traveling on my own dime, and was a week away from starting a new job (which didn’t go quite as planned). Being alone in a city that doesn't appeal to me - but through providence, found a few good friends, wound up at a dinner with Matt Fanslow and Eric Ziegler.

The next morning - I caught a keynote speech from none other than Chris Cloutier… listen to how things unfolded from there.

This episode is about showing up when everything feels wrong. About checking your competitive assumptions. About one conversation that can change everything.

In this episode, I'm also sharing insights (with permission from Frank Strong) from Mark Bogdansky, VP at Auto Care Association. He has some keen perspective on our $2.3 trillion industry, the challenges ahead (talent shortage, technology), and why AAPEX is where the entire supply chain comes together to solve real problems.

AAPEX 2025 is November 4-6 in Las Vegas. Wayne Gretzky keynotes. 75+ training sessions. Thousands of opportunities to make the kind of connection I made in 2017.

If you've ever wondered whether AAPEX is worth attending - this episode is for you.

Email me at speakup@craigoneill.net - let me know if I'll see you there. I'd love to record a quick conversation with you for a future episode.

Show up even if it's hard.

Sincerely,

Craig O'Neill

People Mentioned: Bob Greenwood, Chris Cloutier (CEO, AutoFlow), Matt Fanslow (Episode 59), Eric Ziegler, Mark Bogdansky (Auto Care Association)

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Pessimism Aversion [E063]

Mon, 06 Oct 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our Episode Today:

I start heavy in this one, my friends.

I start describing a phone call many years ago that resulted in the deaths of seven people.

The tele conference that preceded the launch of the Space Shuttle Challenger.

Pessimism aversion.

This is an important topic - and one I will strongly encourage you to take the time to hear out.

You’ll get a good couple of book recommendations on this episode too!

Some background.

I know a lot of us are contemplating the challenges of a rapidly advancing technological wave.

I’ve recently been to ASTA and enjoyed many uplifting conversations!

I also heard the concern for the upcoming challenges facing our industry, and every industry!

Both typed of conversation are GOOD. To voice concerns and share our thoughts on the things ahead, uncertain as they may be, doesn’t require us to put on a brave face and default to superficial optimistic assurances. Sometimes the forecast is hard to read. Anticipating and drawing out the potential tail end consequences of a technology are also healthy - as is an analytical ability to see outcomes you may not like.

I think catastrophe’s are able to be anticipated - and problems can be averted.

Unfortunately - we don’t always get to hear the stories of the negative consequences that never happened… precisely because they never happened. We’ll talk about optimism bias throughout the episode.

Of course, we tie this all back to communication and automotive repair industry matters - but I will first take you on a brief historical journey and share some quotes to help you reframe your perspective on pessimism.

The biggest takeaway: Don’t discount negative information. Receive it as data.

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Welcoming Fresh Perspective with Quinn Butler [E062]

Mon, 29 Sep 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our episode today:

This one started when an email landed in my inbox from my former colleague and friend of the show, Jeremy Glassco. It was one of those emails that landed at just the right time.

Jeremy was e-introducing me to his newest team member, Quinn Butler. Quinn recently graduated college and before she joined AppFueled.

I actually chuckled at the email, because Jeremy indicated that Quinn had been asking some important questions that our industry has been grappling with. Our loyal listeners will remember - Jeremy is REALLY good at asking questions, so when he said Quinn is Jeremy 2.0. I wasn’t surprised that his newest team member has already learned to be likewise.

Here is the thing, this was a timely introduction.

I was actively engaged with some activities at my local community college this past week and have been challenged by our CEO at Autoflow to develop and adopt AI skills. That goal is something I’ll talk about more, but for now, I was curious about how recent graduates feel entering the work force while being schooled at the time that AI technology is emerging.

Many questions come to my mind - and here we have a bright young person who can speak to us on exactly that.

When you think about it, the generation currently entering the workforce knows as much, or more about emerging technologies as the professors instructing them in school, or the people already working on the teams they are joining.

I believe our world is poised to witness an imminent technological revolution - so this was a neat moment in time to meet with and speak to Quinn.

I’ll invite you to listen to my conversation with Quinn.

Aside from meeting a great person, you’ll get to hear first hand from her unique perspective on emerging technology, the automotive space, and a little bit about what it’s like to work for socrates Jeremy Glassco.

I hope you’ll enjoy listening to Quinn and feel inspired to welcome the next generation to our constantly evolving, high tech, auto repair profession.

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

My Mistake - Sorry! [E061]

Mon, 22 Sep 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

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In our episode today: I felt inspired to discuss personal accountability.

We all make mistakes, and I know first hand the difficulty of confronting them head on with admission and apology. Ironically, as difficult as it seems, it is the easiest course to a practical resolution and restoration of goodwill.

I don't believe in collective guilt but, am a bigger fan of individual responsibility. On this show we talk about effective communication, but the key to effective communication is personal accountability.

Topics I bring into this episode involve history, speaking, and literature I enjoy:

How Organizations use "we" language - great for success, but less so when things go sideways.
Quotes from George Washington - and some reflection on good vs. not so good admission of errors
A lesson I learned from Coach Rod Olson - author and keynote speaker. (Aspiring leaders, I suggest you pick up one of his books: “The Wisdom Lunch Warrior”)
A quote from Ronald Reagan from “How to Win Friends and Influence People in the Digital Age.”

Being an auto-repair shop veteran, I also tell a story about a time a problem came up when servicing a vehicle for a neighbor that anyone in the industry will relate to if they have ever done work for friends, family, or neighbors (Mistakes are virtually guaranteed!).

Word of the Day: Adroit

Adjective:

Clever or skillful in using hands or mind

No matter how adroit you are, you'll still make mistakes

Additional topics in this episode:

Key Elements of Good Apologies

Specific: Name actual mistake, not vague "errors"
Personal ownership: "I allowed," not "mistakes were made"
Shows understanding: Acknowledge real damage done
Explains without excusing: Show reasoning wasn't malicious
Forward-looking: Demonstrate lessons learned and changes made

Customer Service Framework: APAC

(See Episode 31 with my friend Dennis McCarron for far more details on APAC)

Acknowledge
Probe
Answer
Confirm

I hope you’ll enjoy some of the humor and lessons in this installment!

Thanks for being a great listener!

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Serving Single Mom's Through Auto Repair with SparkHope Automotive [E060]

Mon, 15 Sep 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

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In our episode today - I welcome Autumn Gray to the podcast, a service consultant with SparkHope Automotive in the Denver Colorado area. Our loyal listeners know from Episode 058, my guest Helen shared what it is like being a single mom who couldn't afford vehicle repairs - and wished there was a program to help. Today, we get to hear from someone who's on the front lines of making that wish a reality for other women.

Autumn serves as the voice and heart of SparkHope - she's the one who communicates with single mothers facing transportation crises. We hear how her heart is fulfilled in serving these women and also learn more about her background in the industry. As a mechanical specialist, then a service consultant in a for profit shop - to eventually becoming the communication specialist she is today for this important charity. Autumn is an industry insider with a heart of gold.

We discussed some of the things that make SparkHope different from traditional charity models and Autumn shared some moving stories.

This conversation challenged me to think about partnership language versus pity language, and how organizations in any industry can serve their communities while preserving the dignity of those they're helping. There are lessons here that extend well beyond automotive - for anyone who wants to communicate with genuine compassion.

One thing that really resonated: Autumn talked about the importance of working with clients - as partners - not just doing things for them.

If I can encourage one thing from this episode - it would be for listeners to consider how they might apply these dignity-preserving communication principles in their own communities, whether they're business owners, volunteers, or simply neighbors who want to help.

The WOTD was perfect for this conversation:

"Dignity" (noun) Meaning: the state or quality of being worthy of honor or respect; a composed or serious manner that is worthy of respect.

More information about upcoming events and sponsorship opportunities with Spark Hope Automotive can be found on their website: https://sparkhopeautomotive.org/events/

Listeners in the Denver area - mark you calendars for November 15th for the annual gala!

I hope you enjoy this conversation as much as I did!

Sincerely,

Craig O'Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Developing Diagnostic Skills with Matt Fanslow and Shaun O'Neill [E059]

Mon, 08 Sep 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

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In Our Episode Today:

Many of our loyal listeners have heard me mention my older, little, brother Shaun, or you have heard me jesting with host of Diagnosing the Aftermarket A-Z, Matt Fanslow…

Today you get to see us sit in the room and have a genuine conversation!

I notice in my day-to-day interactions with aftermarket professionals, that many of the businesses I interact with are lacking a real diagnostic specialist on their staff.

A diagnostic specialist is one who can troubleshoot complex electrical, mechanical, or hydraulic issues using advanced tools, resources and experience. The value of their knowledge to ensure repairs are done right the first time, earn the business revenue based on knowledge, and save your clients money by preventing unnecessary repairs, is undisputed.

Why are there not more of these types of specialists in our industry?

How might communication skills play a part?

Are networking skills a critical factor in developing other skills?

When you hear Matt and Shaun talk about the investment in time, both in the shop, and outside of it - to develop their skills - some will be energized, some may feel dismayed - but the path is a bright one for those who are willing - and we will hear in this conversation what worked for Matt and Shaun as they began their journey - and we get to hear a bit about where it has brought them now.

In this conversation you’ll hear:

Times of sacrifice outside the normal hours
The need for creating space to practice new skills in balance with demands of business
The impact of mentors
The value of adopting a learning mindset
Some valuable caveats if you find yourself at a dinner with Matt Fanslow
Shaun always trying to hire people to join MAS - because he just can’t not.

The WOTD is a fitting one for the diagnostic backdrop:

Nebulous.

adj.

A formal word used to describe something that is difficult to see, understand, or describe—in other words, something indistinct or vague.

I know you’ll enjoy listening to Matt and Shaun! Because of their early friendship, I was led to events and networks I would likely not have found on my own.

I’m grateful for the opportunity to share this conversation with you now!

Sincerely,

Craig O’Neill

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Engaging Our Clients in Need With Helen Fradette [E058]

Mon, 01 Sep 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our episode today-

I welcome to the podcast my friend Helen Fradette, the newly elected Club President for Grand Rapids Toastmasters, club 404.

As listeners know - one of my favorite things about my weekly participation in club 404 -is that the club is NOT composed of automotive professionals, just a great group of professionals from all walks of life.

This means they have wide and varied perspectives and opinions that I regularly have an opportunity to listen to - and today you will get to listen to one of those voices!

Helen is an IT Security expert, but today she will be sharing a story about a very challenging time in her life - when she was a single mom - couldn’t afford a vehicle… and how things felt when the one that was graciously gifted to her wound up needing repairs.

As I listened to Helen - it was clear to me that most people walking in our shops that need help - may never voice it - and creating the right kind of environment where people feel safe to communicate real needs might be better considered as a proactive approach vs a reactive one. There is an opportunity for our industry to improve the way we can serve - and communicate our desire to do so.

Another Story Helen shared was more common - a circumstance where a shop didn’t provide clear details on a repair that was needed - and resulted in inquiries not to the shop, but to trusted friends, which resulted in no authorized repair.

These types of scenarios play out daily across the country.

I too often- and you might hear this in my conversation with Helen - become very curious about the car in the story.

You may also notice that Helen, in our conversation, was less focused about the details related to the car.

This was an enjoyable and meaningful conversation -

If I can encourage one thing from this chat - it would be to encourage shops to see themselves as partners in life circumstances, not just vehicle mechanics.

The WOTD was fitting for this:

- “Solicitude” (noun)

Meaning: care or concern for someone’s well-being.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

The Reservationist Role in Retention [E057]

Mon, 25 Aug 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our Episode Today:

I’ve invited my friend Rui Martins to return for Part Two of our conversation on the repair shop role focused on communication.

We discussed this topic in episode 22 - and I point just about every repair shop I work with to the concept of creating a reservationist position in their staff. I was introduced to this concept first with my former coach, Bob Greenwood, whom we lost in 2021 to an unexpected heart attack.

I met Rui Martins when he was working with a shop that onboarded Autoflow. In the process - we quickly realized we were speaking a similar language, and shared many concepts and ideas.

Today - we continue our conversation on many of those concepts as we discuss the role of a reservationist in the retention process.

I highly encourage shops who value cultivating authentic, strong, and purpose filled relationships with their clients to listen to this as well as:

Episode 022 on Speak Up - follow up with this episode.

RRR Episode 922 - “The Role of the Reservationist in Auto Repair.”

The Word of the Day:

Profundity

noun: Deep insight, great depth of knowledge or thought.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Behind the Mic with Tracy Capriotto [E056]

Mon, 18 Aug 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In our Episode Today:

Craig O’Neill hosts his BOSS!

Director of Content/Producer - Tracy Capriotto, joins the podcast to discuss her communication journey - which led her to LEAD the Remarkable Results Toastmasters Club as Club President in the 2024-2025 term.

As the Immediate Past President, Craig invites Tracy to reflect on all she has learned by saying YES to taking a new role and stretching past her comfort zone.

Tracy is well known in the industry as Carm Capriotto’s daughter, but she is commonly behind the microphone, not in front of one!

Listen in on the conversation as she shares experiences from early childhood when she was shy and quiet, and how her experiences being “a 3rd culture kid” shaped who she became as an adult. (The 3rd Culture concept was discussed with Jeremy Glassco in Episode 006).

In this Episode:

Tracy shares about her first time speaking up
How Toastmasters helped build confidence
How being behind the mic was a great way to find her voice
How conferences help YOU build confidence (Even if you’re shy!)
FORD for Small Talk (Family, Occupation, Recreation, Dreams)

Listeners will enjoy getting to know more about Tracy and how she makes it very clear that you don’t have to be the loudest voice in the room to have something worth saying.

Our WOTD for this Episode:

Winsome:

Adjective

Generally pleasing and engaging often because of a childlike charm and innocence

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

By Design: Shutting Down a Stream - Starting New Ones [E55]

Mon, 11 Aug 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

On this show, we talk about communication and leadership skills - and well, sometimes I just have something to say, pulling from recent experiences that I hope will help or inspire you on your journey - because it’s helped me on mine.

If you’ve caught on to some of my themes these past few months, you’ll notice that I have spent a lot of time discussing distractions, attention, and the importance of being present for those we are with.

These musings are interspersed with some immediately practical topics related to the automotive aftermarket - and all of it is seasoned with some communication strategies applicable to just about anyone.

You’ll have heard me say that sometimes it can be extraordinarily difficult to hear our own thoughts, or the positive (usually softer) voices in our lives, or especially difficult - respecting the gentle tuggings on our soul- those unseen nudges that urge us forward into greater refinement.

Our world hasn’t made noticing such things easier - and I’ve been seeing a repetitive theme in my readings as of late regarding the negative impacts of technology. What astonishes me though - is how the things I’ve been paying attention to take a long time to make sense, and once they do - suddenly you are making connections just about everywhere you go- like you suddenly realized there is a song playing that describes your journey.

I’ll tell you now - this episode's story ends with me taking the next logical step to my ‘Irish goodbye” on Facebook (An Irish goodbye is when you don’t say anything about leaving… but just leave). That next step was deleting my account. (it takes 30 days I guess they want you to have time to change your mind).

The episode begins with an “Educational minute” I delivered to my local toastmasters club (actually 5 minutes) - and while that speech ended with some advice on notifications (akin to what I described you you in Episode 39: The War Against Notifications - this episode will end… well I just told you how it ends - listen to see how I got here.

Our WOTD

Puerile -

Adjective

Childish or silly:

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Believe Your Customers: The Pontiac Parable [E054]

Mon, 04 Aug 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express

Watch Full Video Episode

In this episode - Craig has some fun with an old anecdote that intends to reminds us how important it is to take a customers complaint seriously - even when it sounds absolutely ridiculous!

The old story is about a man whose new Pontiac will not start ONLY if he goes and picks up vanilla ice cream… but if he buys other flavors, like strawberry or chocolate.

While this story may not be the best case study for a no start diagnostic process - it DOES provide a great moral lesson for taking clients seriously so you can get to the real details and the facts that matter.

Grab some vanilla ice cream and enjoy Craig’s take on this story and please consider sharing your own radical stories from the shop to speakeup@craigoneill.net.

Communication gaps are almost always prevalent when those strange cases come up - and we’re sure you have a good example that could be worth sharing!

The WOTD:

Anecdote: A short amusing or interesting story about a real incident or person.

An account regarded as unreliable or hearsay

In our episode today…

We’re talking about Customer complaints. Specifically the off the walls ones.

More specifically - listening to them - as though what they are saying is accurate and true - even though things don’t even remotely plausible.

You don’t need to be in auto-repair to appreciate this topic - but our loyal listeners who ARE in auto repair - you definitely will.

For me - there was a common gripe I’d hear from our techs at the transmission shop. “I can’t get it to act up!” Which is a horrible thing to have to call the customer to tell them.

They know there is a problem.

We can’t see it.

And in many cases - this is where things end.

The real problem, you guessed it, is a communication problem.

Sometimes the details provided for our specialists are just not very clear - and what we do get from clients make it impossible to replicate an issue so we can diagnose a problem. It’s why, in auto repair, intermittent problems are an absolute pain and can be massively time-consuming to solve.

But this came across my desk from one of my colleagues in Autoflow.

It’s something of an anecdote -

Anecdote

noun

a short amusing or interesting story about a real incident or person.
"told anecdotes about his job"

Never underestimate a customer’s complaint, no matter how funny it might seem! This is a real story that happened between the customer of General Motors and its Customer-Care Executive.

A complaint was received by the Pontiac Division of General Motors:

This is the second time I have written to you, and I don't blame you for not answering me, because I sounded crazy, but it is a fact that we have a tradition in our family of Ice-Cream for dessert after dinner each night, but the kind of ice cream varies so, every night, after we've eaten, the whole family votes on which kind of ice cream we should have and I drive down to the store to get it. It's also a fact that I recently purchased a new Pontiac and since then my trips to the store have created a problem..... You see, every time I buy a vanilla ice-cream, when I start back from the store my car won't start. If I get any other kind of ice cream, the car starts just fine. I want you to know I'm serious about this question, no matter how silly it sounds.

What is there about a Pontiac that makes it not start when I get vanilla ice cream, and easy to start whenever I get any other kind?

Before I continue the story:

Every night? Maybe save some gas?
Do you drive to the store every night?
This tells me this story has to be from somewhere around the 1940s. Post WWII (after rations on fuel and other things were lifted. OLD story.)

The Pontiac President was understandably skeptical about the letter, but sent an Engineer to check it out anyway. The latter was surprised to be greeted by a successful, obviously well educated man in a fine neighborhood. He had arranged to meet the man just after dinner time, so the two hopped into the car and drove to the ice cream store. It was vanilla ice cream that night, and, sure enough, after they came back to the car, it wouldn't start. The Engineer returned for three more nights.

The next night, they got chocolate. The car started.

The second night, he got a strawberry. The car started.

The third night, he ordered vanilla. The car failed to start.

Now the engineer, being a logical man, refused to believe that this man's car was allergic to vanilla ice cream. He arranged, therefore, to continue his visits for as long as it took to solve the problem. And toward this end he began to take notes: He jotted down all sorts of data: time of day, type of gas used, time to drive back and forth etc. In a short time, he had a clue: the man took less time to buy vanilla than any other flavor. Why? The answer was in the layout of the store. Vanilla, being the most popular flavor, was in a separate case at the front of the store for quick pickup. All the other flavors were kept in the back of the store at a different counter where it took considerably longer to check out the flavor.

Now, the question for the Engineer was why the car wouldn't start when it took less time. Eureka - time was now the problem - not the vanilla ice cream!!!! The engineer quickly came up with the answer: "vapor lock". It was happening every night; but the extra time taken to get the other flavors allowed the engine to cool down sufficiently to start. When the man got vanilla, the engine was still too hot for the vapor lock to dissipate.

Now. OK.

If you’re like me you probably want to poke even more holes in that story -

Nope not permitting it folks. Remember.

In this episode we are defaulting that this anecdotal story is TRUE.

Besides - you’re probably jealous because it’s summer and that no start issue in your shop this week didn’t yield ice-cram.

I know some of our listeners in the aftermarket have some gripes about how engineers don’t seem to care about some things we do - but I am willing to be you can’t get their attention because you never bribed them with ice-cream. And maybe that’s been our problem.

My take: The issue isn’t a time issue - or a no start issue - it was a communication issue.

OK, believing this story is true would be super tough- I think it’s obvious this anecdote was crafted to convey a clear point - and we can allow it to serve this purpose.

Fast forward back to our age - and our modern methods of communication - there is simply no reason to send someone to diagnose a problem like the one described. But the problem in this story is only meant to guide our resolve.

Clients present us a wide variety of issues they are experiencing. If they are telling you something - and it doesn’t make sense - you’ll need to use some critical thinking and learn to ask some very carefully calibrated questions that open the individuals up to gain the details that really do matter. That won’t happen if you discredit their story entirely, become defensive, act like this will be another “time-waster”

This is particularly critical when dealing with come-backs.

In my years as an advisor - I learned how important it is to take little things seriously - because little problems are MUCH cheaper for us to fix than MAJOR ones.

This required me to emphatically remind our clients that if they feel anything out of the ordinary - please do not hesitate to bring it to our attention.

It’s also important not to make people feel silly… (though I sure appreciated the ones with a good sense of humor and high degree of patience)

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Adaptive Communication with Rhonda Lea [E053]

Mon, 28 Jul 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today:

In this episode we’ll hear about Rhonda’s communication journey and how her relationship with Jimmy has lead to a new path speaking and presenting on topics loyal listeners of Speak Up will certainly appreciate.

Rhonda Cites George Bernard Shaw with one of her favorite quotes sums:

“The single biggest problem in communication is the illusion that it has taken place.”

What we say seems clear to us - but as Rhonda will express - misalignment often lurks beneath the surface.

Craig asks Rhonda a key question in this discussion:

"What would you tell someone who asks you - why should I need to adapt to others?"

Topics Include:

Gaps in Communication
How some chaos is a good thing! (It means there is plenty of demand!)
It can be exhausting to adapt to others
The importance for leaders to show up as a person.
A book recommendation: Crucial Conversations

Our WOTD is

Adaptive

(Adjective)

The adjective "adaptive" describes something that has the ability or tendency to adapt to different situations.

This means being able to:

Adjust to new circumstances, changes, and challenges.
Be flexible, open-minded, and willing to embrace uncertainty.
Modify characteristics, behaviors, or strategies to suit varying conditions or needs.

Listeners curious about Rhonda’s business - Scale the Chaos can see more on her website:

https://www.scalethechaos.com/

Rhonda can be emailed at rhonda@scalethechaos.com or reached out to via LinkedIn

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

A Simple formula for Artful Story Telling [E052]

Mon, 21 Jul 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

WOTD

Gregarious

gre·gar·i·ous

adjective

1. (Of a person) - Fond of company sociable.

2. (Of animals) - Living in flocks or loosely organized communities

3. (Of plants) - Growing in open clusters or in pure associations…

No matter the situation you find yourself in, storytelling is one of the most important things we can do to create shared experiences as humans. They help us understand each other, connect with one another, and even learn to empathize or identify with others.

Whether it is for business, for humor, or for a moral lesson - a good story is easier for any human audience to focus on and listen to and retain information from and all of this makes stories a powerful tool in your communication tool box.

Here is the formula:

LA (Location Action) *Helen, our club president suggested we remember this as the story starts in “Los Angeles”)

Want

Obstacle

Resolution

Next time you have a story to tell: Remember - Location - Action - Want - Obstacle - Resolution

Something to add? Something you’re curious about? Something you’d like to talk about? - email me here: speakup@craigoneill.net.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

How we Talk About Money (Discussing Payment Options) [E051]

Mon, 14 Jul 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today…How we talk about money.

If I think back to the earliest time of my career as a service advisor - my closing interactions with clients on occasion, felt somewhat awkward when taking payment. It wasn’t awkward because the business component of the job is wrong or weird - it wasn’t awkward because I felt sorry for them due to the cost of transmission work (I did feel sorry for folks) - It was awkward because when you’re having a great conversation shifting into talk about money is sometimes, really stupidly awkward! That’s OK.

But sometimes - we make it even MORE awkward by not communicating well around the way payments for services can occurs.

That is why in today’s episode - we’re talking about how we talk about money.

Parsimonious

WOTD

We’re back - and the WOTD is Parsimonious

It not only an adjective.

It’s a euphemism for someone who is cheap!

It means!

unwilling to spend money or use resources; stingy or frugal.

It’s a good word for my topic today.

Because some of you are really parsimonious… particularly when it comes to credit card processing fees!

OK - processing fees are a thing I feel like every business owner agrees on universally.

They suck.

There are a few extreme reactions I see to this that are a little alarming. I’ll list three - and then you’ll see why I feel this topic was worth bringing to Speak Up as communication is once again the solution. Though now I am thinking I should have also called in my friend Hunt Demerest from “Business by the Numbers! Next time! Totally in his turf here.

One Extreme - a number of shops will argue its just a cost of doing business - so they just eat the cost and go about business. (some will just build it into their pricing and be done with it.)

But since processing fees can amount to tens of thousands of dollars in lost profits each year. Those numbers should end the argument that “it’s just a cost of doing business.”

Plus - if you’re in a market that is more… parsimonious… you may find competition makes this more challenging- no matter how great you are.

I think it’s a cost you can do something about - and we’ll explain how in a moment.

Another extreme: “No we don’t take credit cards.”

This effectively eliminated fees. Sure. But at a tremendous cost of convenience to your customers and you can be fairly sure this doesn’t feel like a smart option on slower days if people cannot choose you because their preferred payment method isn’t offered.

Still another extreme: “Surchargers” We take cards - but we charge you x% to cover the fees we’ll incur.

I’ve seen this trend increasing, and I reached out to my friend Dr. Mark Hale who founded Facepay. For those not familiar, Facepay became “Express by Facepay.”

Dr. Hale shared some insights with me on this, and he says what customers dislike more is that many shops don’t give a viable option to avoid the surcharges. “He stated - no one carries enough cash for a repair, and you stopped taking checks ages ago!”

When I had this exchange with Mark - I could help but think “cash for a repair? I don’t carry enough cash for breakfast!”

True story - when I was taking flight lessons a few years ago - I was up early prepping some materials before a cross-country lesson. Long flight ahead on a windy day in a tiny little Cessna 152 (those who know Cessnas know a 152 is basically a tin can kite with doors that pop open)…so I went to a local breakfast restaurant in my neighborhood. Good place - but I hadn’t been to it in 10 years. French toast - hashbrowns, sausage - it was good - I even thought to myself… “why don’t I come to this place more often…”

Then I remembered.

Oh crap. They only take cash. It says so in cursive on the door (which I CAN read by the way… but failed to notice)

No big deal - I had an ATM card - and this was the restaurants solution for those of us who dont carry cash.

Problem - my ATM card - which I also hadn’t used in years - was expired.

I was cooked.

I had to go to the counter and tell them I couldn’t pay. I’ll have to come back with some cash later - and even offered collateral. The attendant looked at me slightly bothered and a bit skeptical - but indicated it’s fine if I come back and pay later. THough I sensed she thought she’d never see the money.

I had to get to the airport for my lesson - so I let my wife know the amount owed and if she could run some cash to the restaurant for me - which she did a few hours later.

Whats funny on this story… Ironically - the cross country flight destinate was an airport in Owasso, Michigan the cross country flight I enjoyed another breakfast … but this place 80nm miles from my home was more convenient to pay for after navigating and actively flying a little plane… because it took credit cards.

Fun fact - I’ve been back to that breakfast place, called Joe-Lee’s Crosswin Cafe’... but I have not been back to the place down the street from my home!

The point to this story: 1.)Convenience matters. And 2.) It’s more common now than ever that people are not carrying alternate methods with them.

A quick search and I came up with these transaction stats in the US

Credit Cards: Account for roughly 35% all payments.
Cash: Used in approximately 14% of all payments
Debit Cards: Popular, with about 30% of payments, according to the Federal Reserve.
Other methods: Include ACH transfers, checks, and other methods, making up the remaining 21%.

Debit and other options combined amount to more than half of the transactions then?

The solution any business needs then - is to change how we communicate regarding the options for those other types of transactions can occur.

This means talking about the payment options and benefits for using alternate solutions, like express by Facepay - EARLIER in the visit.

I have worked personally with Dr. Hale with multiple clients to help people share simple text messages as a part of status updates explaining direct banking payment options. That simple strategy, Mark could tell you, can cut credit card bills in half so that surcharging isn’t even necessary.

The thing most important in all of this - no matter how bad fees are - when it comes to money and talking about money - we must always be communicating from a position aimed at providing good service, not presenting new barriers, and certainly not relying on passive signage.

Put your customer hat on and pay attention to how much happier you are when a business makes things easy for you.

One last note on convenience… I urge advisors to be vigilant with CNP transactions and being aware that invoices must match the name of the person paying for services. To prevent problems - it’s always better to identify how the client wishes to pay by communicating well before the moment of the transaction.

Something to add? Something you’re curious about? Something you’d like to talk about? - email me here: speakup@craigoneill.net.

We appreciate hearing from you on anything that helps - or suggestions on topics you’d like to hear us discuss on the show that will help you on YOUR communication journey!

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Millennial Stats [E050]

Mon, 07 Jul 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our Episode today -

We’re discussing some current millennial insights.

Yep. Everyone’s favorite generation to reference is now well into their 40’s and comprises a significant portion of the job market today.

While on the surface - the aftermarket (and everyone else) appeared to struggle to connect with this generation - millennials are now shaping the aftermarket.

Our panel today is pure 100% Millennial -featuring our host Craig O’Neill, who welcomes Kent Bullard, Chief Operations Officer at the Institute for Automotive Excellence and Sara Fraser VP of Business Development Auto Ignite Management. The trio will be discussing compelling statistics related to the generation born between 1981 and 1996 and provide outstanding takeaways for managers, owners, and employees to better understand and engage this vital part of your workforce and client base.

Wanted! Speak Up Listeners, please add your input in the survey crafted by Kent Bullard:

Participate Here: Millennial Insight Survey: Customers, Careers & Culture in Auto Repair

Participants will benefit by receiving updates on the results at the conclusion of the survey August 1, 2025.

Listen in as Craig converses on the following stats with Sara and Kent, and you will learn many practical things to improve interactions and get better engagement with your (now middle aged) colleagues and clients!

83%

The number of millennials that will perform DIY (Do it yourself) research before taking to a shop that will DIFM (Do it for me).

84%

Of millennials say reviews of a business matter: In terms of doing business with them and in terms of joining that business as a staff member.

73%

Indicating they found a job on some form of social media.

66%

Of millennials showing preference for “flat teams” with constant engagement. In other words - they dislike convoluted hierarchy structures that silo teams.

71%

Is the number stating they consistent performance reviews.

Sara discusses having “stay” interviews.

75%

State a preference for weekends off. (How is this not 100%?)

Kent and Sara elaborate on a few cases where shops have moved to 4 day work weeks.

33%

State that their work lives do not measure up to the corporate image. In other words, one third are indicating that the way the business is projected is not how it is performing.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Unplug, Immerse, and Reboot: Part 2 [E049]

Mon, 30 Jun 2025 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

I want to discuss the benefits of the recent camping trip my wife I and enjoyed in Northern Michigan.

As our listeners well understand - we talk a lot about getting outside our comfort zones on this podcast - and while that is usually in the context of practicing our communication skills -

Today - the topic is more about stepping AWAY…

Part Deux:

Immerse:

In my reading I learned about a term called the “Three Day Effect” when reading Michael Easter’s - The Comfort Crisis.

The idea refers to the benefits of spending at minimum - three days immersed in nature to reboot.

Goal 1 is important to achieve and goal 2 Immerse ourselves in nature were rooted in this quest to experience the “Three Day Effect’ ourselves.

In short - we’ve done our research and learned that South Manitou Island is a really great spot to do all those things - but still have some access to basic needs if we require it. With the exception of food - there is potable water and a bathroom available on the island near the ranger station.

Betsy and I hiked about a mile to the Bay area campgrounds, selected an amazing site where the forest meets the beach - and adjacent to one of the usable firepits.

The temps were cool. Low 60’s High. the low 50’s overnight.

Our tent setup was great - our food container tight (to prevent chipmunks a.k.a. micro-bears) and our first day explorations were inspiring- well over 10 miles of hiking - views were a bit limited from haze produced by the Canadian wildfires - but the air quality was good - so we were pleased and just marveled at the views we were treated to. The island is visible from the mainland, but the views of the dunes are uniquely awesome when you are standing on them looking in on the island.

I could mention the waist high poison Ivy - the mosquitoes - and the

Rather funny, but what I loved the most - was the challenge it was to find good down-and-dead wood for a fire. I had only a Leatherman with a small saw.

We didn’t need a fire - as we carried a small stove and fuel - but we had resolved to go swimming in the lake… and that water, my friends… is cold. We wanted some ‘heat’ insurance.

Day one - we decided against swimming - as we just didn’t anticipate how difficult it was to make a decent fire.

Day two - it was cloudy and cool - but not as much haze. We put less pressure on ourselves for exploration but easily hiked over 8 miles - and this time found some really great branches for a fire that would last. The last part of our hike consisted of carrying armfulls of branches and logs.

I mention this because this is when I really felt my mind stop tracking on ‘other’ things. A simple - old as time task - like finding firewood on a remote island was … rewarding.

The reward was mostly manifest in the return of our resolve to plunge into the lake water.

The water temp is cold-plunge ready at this time of the year - low to mid 50’s (F)

That’s pretty cold on a breezy, cloudy day with the air temps in the low 60s…

But in we went!

I’ll be clear - we did NOT stay in the water long.

Nonetheless - as we walked back to the campsite a few hundred feet away, we did not feel cold. Just… really refreshed. The air we had thought cold before - was no longer.

To keep a long story short - I’ll say that we enjoyed a great fire that night… but noted our food would run out if the weather became too rough overnight.

We had been told by the ranger on our arrival to return to the ferry dock early on our last day so that the boat doesn’t get damage due to an easterly current. (it bangs against the dock).

That night - it rained - not hard - but it was cool, windy, and steady drizzle.

The morning was damp - chilly - and our food supply was dwindling to a point that if the ferry couldn’t return today - it’d be a bit of a bummer!

Fortunately - the ferry arrived - and we made our way back to the mainland where we enjoyed a stay at an old hotel - and a few great meals.

In summary:

The Three Day Effect - it WORKS.

While re-engaging on that particular weekend was disappointing with sad news in the world - and other variables - we are already looking forward to our next adventure and encourage anyone who needs a break to do so - in nature - unplugged!

Link to Scarcity Brain by Michael Easter

https://a.co/d/ad2Xv7h

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

Unplug, Immerse, and Reboot: Part 1 [048]

Mon, 23 Jun 2025 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today…

I want to discuss the benefits of the recent camping trip my wife and I enjoyed in Northern Michigan.

As our listeners well understand - we talk a lot about getting outside our comfort zones on this podcast - and while that is usually in the context of practicing our communication skills, today, the topic is more about stepping AWAY…

Specifically from people, electronics, and modern comforts or modes of transportation, and instead highlight the benefits of immersing yourself in nature and rebooting your mind.

My wife, Betsy, and I did our stepping away together by stepping onto a ferryboat and taking a nearly 2-hour trip West into Lake Michigan. We traveled from Fishtown in Leland (tip of the pinky on the Michigan map) and docked at South Manitou Island, where we would hike and camp with only the things we carried.

South Manitou is a 10-mile circumference, barely inhabited island in the Sleeping Bear National Lakeshore. Its pristine fresh water is as blue as the Caribbean, just not as warm!

If our adventure intrigues you, you’ll enjoy this episode, as I hope to challenge and encourage you to seek out a similar type of adventure, as well as learn why I think this topic merits greater emphasis in our modern lives, now more than ever.

Today’s WOTD is: Garrulous

GAIR-uh-lus

adjective

Containing many and often too many words.
Talkative. Verbosity.

“He delivered a rather garrulous speech.”

Some Context:

This camping trip has been on the calendar for me and my wife most of the year.

Our anniversary gift(s) to ourselves has involved a mix of ordering camping gear online -to frequent trips to REI.

What’s important to note is that I have virtually no real experience ‘camping’ or ‘backpacking.’

Sure, I am into rucking as a fitness regime, and that builds strength to carry heavy loads long distances - hiking and backpacking involve practical gear, and as light a load as you can possibly make to bring what you need to survive.

Our goals were threefold.

1.) Unplug and disconnect from devices, noise, and distraction

2.) Immerse ourselves in nature

3.) Reboot and return refreshed - with the “Three Day Effect” (which we’ll explain)

My hope was that this will improve for my wife and I both, our creative minds, our ability to focus and solve problems, and in general become more adept with backpacking and camping to take longer adventures together!

UNPLUG:

On the goal of disconnecting:

Listen. I’ve felt like stepping away from constant connection for a while now.

I’ve done something of an Irish Goodbye with Facebook. That is, I never said anything, I just sort of left it. There are so many reasons, many of which our Speak Up listeners are familiar with. Despite benefiting from a social media presence in my career, I am no fan of social media.

I could tell you more about alarming statistics of wasted human time (i.e. that the equivalent of 200,000 entire human lifetimes are spent endlessly scrolling social media)

I could talk about how companies like Meta are harvesting every piece of data they can about you to manipulate you to a.) spend more time on their ecosystem and b.) spend money with their advertisers.

I could tell you I’m sick of being distracted…

But the real catalyst for me was regarding some exchanges I observed among even respected friends. Public disputes were becoming more common - toxic groupthink was becoming more normalized - and antithetical points contrary to topics we cultivate and invite guests to discuss on this show were becoming more popular.

The argument that “we need to be the good we want to see” in order to produce better online interactions is not, I repeat, NOT a valid point when the platform is deliberately engineered to harvest your information, manipulate, and distract you. While I am open to participation in an online forum to stay connected with my far away friends, I don’t know of such a platform

So I left. Sometime back in May.

I mention this - because when people say “Unplug” they often think about it in terms of a social media break. No no.

I knew I was craving MUCH more than that.

In the months I’ve been off social media, I have celebrated happy occasions, mourned the loss of loved ones, enjoyed success in my occupation, traveled to another continent, and eaten amazing meals with wonderful people, and yet… all this while remaining present has been my goal.

Achieving varying degrees of real presence… I think… is nearly as exhausting as being distracted. And make no mistake. I am an extroverted personality!

I think this is rather profoundly true for a lot of us, and may be something to consider on why you may catch yourself endlessly scrolling, instead of asking yourself “What am I looking for?” Try asking yourself, “What are you looking to escape?”

The answers may not be obvious - but what became clear to me in my reading these past few years - is that we are made for nature. We are made for nature and yet - so much of what we cultivate removes us from that ecosystem.

I will say - I was disappointed to learn that our cell phones still had a signal on the island - at some spots (which were noted by the notifications we received if the phones were left on as we crossed a point that had a signal).

Thus - I turned off my device. Instead - I enjoyed relying on a “Camp Snap” camera for the occasions I wanted to capture an image. (Camp Snap cameras are like old school disposable cameras - but they are digital and you don't throw them away. The point is they have no screen to distract you and you don’t look at your pictures until after your trip! Nostalgic low tech fun!

https://www.campsnapphoto.com/

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

The Case for Employee Emails [E047]

Mon, 16 Jun 2025 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

Email-Seriously!

In many business conversations the first correspondence is often by email and it is NOT going away anytime soon.

While YES email in general has MANY problems there are still professionals who are more responsive to emails than texts or phone calls.

We’ll be talking about email in terms of impressions, practicality, and interactions.

I’ll lay a few ideas out and then we’ll discuss some best practices for team ownership so email correspondence doesn’t result in dropped balls.

Today’s WOTD is: Eloquent

We’ll define our word - after we hear a word from our sponsors who make this show possible!

adjective: marked by forceful and fluent expression, an eloquent preacher: vividly or movingly expressive or revealing, an eloquent monument

On Making an Impression:

In the aftermarket - and countless other small businesses - it is very common to see email interaction with people using public domain email addresses. This can be the casual: .gmail.com / .icloud.com / .yahoo.com | The older… @aol.com / @hotmail.com / @netscape.com.

Or - what I will simply call “serious” emails - those that use their own custom domain names.

While we ALL use some casual and older email suffix - I want to raise a few points to help you consider moving yourself or your organization to owning, maintaining, or providing your own email domain.

There is just no denying the casual nature of the suffix, and it feels like an afterthought in business settings if you’re still relying on .gmail…

Sending an email with a link from your shop? Best if it is not from rando@gmail.com.

If you’re networking, applying for a job, or running a transaction - a more “serious” email suffix does appear more professional, stands out, and builds trust.

Is it a game changer? Not always - but like any other feature of a business, it is a factor in how you are being perceived.

Communication goes far beyond the words we use - and absolutely involves our outward appearances - even our digital appearance. With most every inbox - before every subject -is the address the email is from.

On the older suffixes, it’s commonly joked about, but there are strong assumptions that if you have an AOL email address today in 2025 - you most likely no long care that “you’ve got mail” and you probably won’t check it either. Is it fair? No maybe not - but I can speak from experience on this. If you are working with a client using older emails like AOL - and you must email them - I’m a big fan of calling to let those individuals know to check their email… in most cases. If you’re offended by this and you use an AOL email - go ahead and send an email to speakup@craigoneill.net and… be sure to leave me your number!

In all seriousness - if we are engaging via email - it is almost always for a transaction or in some form of a professional capacity and less likely for personal correspondence…

Which leads me to a best practice I’ve encouraged for nearly a decade.

Create standardized company emails for EVERY employee.

I came across a shop doing this just this morning. It is RARE to see this.

EVERY employee in the shop that had a user in the system they all had an email address from the organization.

Advisors and Techs!

I’ve seen many shops that have communication specialists who are given a business email - but almost always the service specialists are using a generic email - often with some inappropriate names…

Follow me on this.

This goes well beyond appearance -staff that have a need to correspond with a vendor or partner are best to be doing so with an email that proves their employment.

Why?

Think about it.

If you have individuals with their own emails functioning as established employees - do your vendors know when they are no longer employees?

Businesses that provide employees with emails have 100% control over that email being disabled if the employee is no longer with the business.

In our ever increasingly technological field- this has ramifications on a wide variety of partnerships, tool access, and security credentials.

The sheer volume of applications and software platforms that you may need to manage logins with can be managed much easier if you know automatically - the email that they were granted access with.

Which leads me to practicality:

When I am working with people - they typically have to administrate users in some form.

It is rare that a file is on hand with the proper contact records for an employee.

In a recent example - there were some decent human resource records - and the owner used those to start logins. When the email verification (a necessary security measure today) went out - it was revealed that many of the people on the list no longer had access to the personal emails they had once upon a time provided to the organization.

In all businesses - there is a need to communicate things to entire teams.

While group texts can suffice - larger organizations cannot send mass texts out to employees.

They can however email employees to addresses that the organization provides. This is more secure - and more structured to go along with expectations.

Working in software - all my team members are expected to receive and respond to emails, and high volumes of professional correspondence are done through that channel.

Professional emails can get cluttered - but the clutter is manageable.

Personal emails are almost always cluttered - and important things can get buried far easier.

The last thing I want you to consider is how our team manages inbound emails that are to a generic email. I.e. Service@yourshop.com.

I was recently at a shop that had an old computer still plugged in and running so they could still access the email on that computer.

I probed - and learned that the email application “Thunderbird” was logged in with the shop email - but no one knew the password or could access the password. The shop had been sold and was under new ownership - and the owner didn’t remember the password either.

I genuinely didn’t have a solution for them - but knew that they will soon be getting a new email.

The thing is- I’ve struggled with this too. In the late 90s through the 00’s - I was still doing a terrible job with emails. It was a total afterthought - and it seemed like the passwords were always getting changed. You know the feeling. You get a phone call and someone says something like “I emailed you two weeks ago and never got a response.”

This is no longer an option today - as people are all giddy over AI phone assistants that will answer questions after hours… missing an email was a moment that mattered.

The problem at the root of these scenarios is that a bunch of people are owning one email. You have heard it said - if everyone owns it, no one owns it? Well this creates a real mess.

The best practice out of this is simple.

#1 - Create emails for all of your team members in your own domain.

#2 - Create a workspace - i.e. google

#3 - Create a group email - group emails are different than a user - for example - we have “Sales@autoflow.com - I see that email as well as many of our team members -

#4 - Make a standard policy for responses. I.e. For us a Sales@autoflow.com email gets replied to by Chan - and he makes the reply to the sender and the group - so all members of the group know it’s been handled. (or he’ll email the group and say he’s got it - and reach out directly to the individual)

There are other ways to accomplish this - i.e. .icloud from Apple has simple domain custimizability- but I wouldn’t know about that due to my eagerness to avoid throwing money at apple. Google isn’t much better -but it’s the devil I know!

For myself - I purchased my domain from “Iwantmyname” - and chose to use that domain with Google Workspace. The domain I use cost $20 a year.

The users in workspace cost $14 per month. (going up soon…)

It’s NOT serious money.

For an organization - it’s a small cost - and ought to be recognized as a cost of doing business.

- The workspace also comes with work calendars - internal chat - and a variety of other applications to keep your team in touch with each other and the people who you do business with.

Something to add? Something you’re curious about? Something you’d like to talk about? - email me here: speakup@craigoneill.net.

We appreciate hearing from you on anything that helps - or suggestions on topics you’d like to hear us discuss on the show that will help you on YOUR communication journey!

We appreciate hearing from you on anything that helps, or suggestions on topics you’d like to hear us discuss on the show that will help you on YOUR communication journey!

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

Pros and Cons of Greeting Clients at the Vehicle [E046]

Mon, 09 Jun 2025 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

The idea for this episode came from an inquiry originating with one of my colleagues.

They had read an AI description of how a check-in process would work within a software platform, and he rightly reached out to me to check to see if the AI response was accurate.

It was not accurate - it was pure fiction.

It was worth probing why this was important, and this colleague was getting questions from shops more regularly about the ability to do a “walk out” or Curbside check-in or initial inspection when greeting customers at their vehicle.

If this is something you or your team have been considering - I’m going to encourage you to hear me out, and I’m going to leave you with some important questions you can use to discuss if this is a good idea for your shop… or perhaps, determine it isn’t.

Today’s WOTD is:

Stringent

adjective

Strict, precise, and exacting.

“The process has some very stringent requirements.”

I’m going to refer to any form of vehicle side check-in process as “curb-side” check-in for this conversation - but the idea for this form of greeting the customer at their vehicle comes in many permutations, few of them involve an actual curb.

Many businesses feature some form of drive-up or drive-thru service. Restaurants being one of them, but in our conversation, I’ll focus on vehicle-centric businesses, which I feel are common, and show us plenty about what works and what doesn’t.

1.) Dealerships

2.) Car Washes

3.) Airport Car Rental Returns

(No, I am not going to mention quick oil change lanes … not because it isn’t potentially relevant… but because I have never used a quick lube… really!)

Most of the time I find myself having a conversation about curb-side checkins, one of my clients at Autoflow will have had a dealership experience of their own. (There are many reasons independent shop owners visit our dealership friends… but the majority of the time it’s when they are confronted with a vehicle recall.) It was a positive experience for them, and quite… nice!

The dealer process begins with pulling into a large, bright, clean, well lit multilane drive up queue.

It can be impressive. I’ve recently participated in one of these, and will explain more on my experience later.

Why is this so common, and why is it so impressive?

Think about the dealership service model. (Which by the way - is expanding, as sales become more challenging, look for dealers to compete more aggressively for service work in today's market)

Dealers thrive with a longstanding reputation of being the best place to bring a vehicle for training, tooling, and quality parts.

You have a new vehicle that needs service, you take it to the source (for you, the place you bought it.)

Your entry into the facility is as simple as pulling up to an automated door.

You enter, and it almost feels like your vehicle is on something of an assembly line.

The vehicle is scanned, and you are greeted. The advisor has a tablet in hand - they confirm a few things, and then they usher you into a gorgeous waiting area, where you are quite sure you can survive in comfort, with enough food and drink to last several days.

Next is the car washes:

My son has managed a local car-wash, and this is one of the types that offers memberships, and has a relatively complicated screen based check in system if you don’t have a membership.

Frequently, the staff are greeting customers and helping them through the screen prompts, and of course, at the tunnel you have the task of guiding people into the wash safely… boy do we hear stories about THAT!

Lastly, I’ll mention Airport Car Rental Returns.

Traveling a great deal in my present role, I’ve become quite familiar with the car rental scene, and in particular, returning the rentals. It’s one of the only parts of the process that is almost always completely smooth. Staff guide you to a spot, greet you, and ask how things went. As you collect your things, they scan the car back, they remind you not to take the key, and they confirm you are all set, and point you to the terminal at the airport.

OK - I’ve described three very different scenes.

Now let me ask you a question.

Which of those three scenes do you think will most consistently generate the best conversations? The dealer lane? The Car Wash? Or the Car Rental Return?

Let me tell you from my experience… it’s the Car Rental Return!!!

Before you disagree with me or say “Well Craig… that’s a CHECK OUT, not a CHECK IN…”

That..

Is part of my reason for building into this topic this way, and starting with that question.

Conversation is not important to all customers, but for me, it is an absolutely critical part of building rapport, getting to know the client, and making sure they feel great about coming back again.

Let me ask another question: What are most interactions like in the dealer lane?

For me, they are always rushed. When you are in a place that feels like an assembly line, the last thing people like me want to do… is hold it up. Maybe that’s me. And my wife. We walk FASTER when we are in a crosswalk and traffic is waiting. That’s our personality, (We both tend to be people pleasers who avoid conflict) But the truth is this - I do NOT want to make people upset by doing something wrong in a system I am not familiar with.

In the dealer pull in - I feel rushed.

But that is somewhat beside the point.

In this environment, what is our dear dealer advisor focused on?

The device in their hand and the prompts on the screen.

Any attempt on my part to engage in conversation is stop-start.

Next Question then: What are you hoping to improve by greeting people on the vehicle side?

Seriously. Another question.

Is it for improving your process, or is it for improving the guest experience?

Is your guest experience improved by you being present at their vehicle, tablet in hand?

Consider those a moment - but let's consider the Car Wash next.

My family shop enjoyed having a car wash two doors down the street.

They had people out there with a stack of cash for change, and a bar of soap to write on the window the level of wash you selected. They were great.

Today, tablets dominate the scene, and the interface from the new car-wash chain (which also bought up the car wash near our family shop) is a complicated one, which frequently entices you to join as a member.

My son working as a manager became very aware that the car wash prompts on the screen were too complicated, and he consistently became a lead salesman for the memberships because he learned to engage clients warmly and help them. He skillfully greets people in an affirming way - and succinctly guides them to any deals that benefited them, and by being affable earned tips regularly.. But he is something of an anomaly, as the checkin flow of a car-wash is designed for efficiency and moving as many cars through as tight as possible.

It’s a convenience business - not very conversational - and rarely relational.

So here - Tablets and Screens actually DO seem to slow the customers down - and WOW it gets frustrating when you have more people behind you.

A question: Is it safe for staff to be around a vehicle being operated by clients?

When you are on foot around vehicles operated by members of the general public - my friends… you MUST be on guard.

My sincere and strong advice if you are considering greeting people at their vehicles - train your team on a plethora of best practices to stay safe and verify vehicles are in park, off, or whatever. The general public is prone to grave error in operating vehicles when they are in an unfamiliar setting and doubly so if they feel anxious due to perceived pressures.

The stories of mishaps from the car-wash have been entertaining some days, but severely worrisome on others.

Let's tie this in with some observations that curb the effectiveness of curbside check-ins.

Most shops are not trained for relational interactions. And curbside check-in has a digital context that puts the focus on the vehicle, not the person. THIS HAPPENS AT THE COUNTER TOO!! Put a tablet in someone's hands, though, and it becomes more transactional, and screen prompts are often too stringent. If a client starts talking about symptoms, and the advisor is still on a prompt where they are looking to enter something like mileage, they are not listening, and most likely missing key details or requiring our customer to repeat themselves when they properly recognize our compromised attention.

The primary reason most shops are attracted to the curb-side is to reduce steps.

Since advisors are often asked to get proper vehicle plates and VINS- they need to be at the car anyway, so this combines tasks. Implemented poorly, this feels like a quantity focus - not quality focus.

3.) Environments are not always favorable to this. Remember, it is impressive in dealerships because of the place itself, not so much the process.

Most independent shops have not the budget or the land area to create large pull in bays that are have no lifts, and no productive capabilities. Thus you are typically outdoors if you are doing curb side - which half the year in Michigan is too cold, and the other half is hot and humid. Either extreme will leave you eager to carry your conversation in a more controlled environment.

Those are a lot of cons.

What about the pros?

My opinion is just that - my opinion. But I caution making major investments or changes aimed at the curbside without clearly identifying what your purpose is behind it.

I’ve tried many times in my career, way before technology ever offered purported solutions, to achieve a check-in process that was more personal and undocked from the counter. All my efforts resulted in more double entries, slower detail gathering, and less fluid conversations.

In conclusion, I want you to think about the Car Rental Return - and why I’ve seen more genuinely warm conversations (in short time frames) there.

1.) The transactional stuff is done already.

2.) Natural curiosity generates questions

They never even mind when I walk around the car documenting the condition for MY protection.

I usually feel really good walking away from the car…

Unless it’s to a shuttle bus that is needed to get me to the terminal.. Oh man, do I like the airports that have the rental facilities attached!

Something to add? Something you’re curious about? Something you’d like to talk about? - email me here: speakup@craigoneill.net. I’d love to hear if your shop has been successful with curb-side check-ins (or checkouts!) And tell me if you call it curb-side or something else, for that matter!

We appreciate hearing from you on anything that helps, or suggestions on topics you’d like to hear us discuss on the show that will help you on YOUR communication journey!

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

Did You Hear what JD Power's Press Release says about Communication? Reviewing the 2025 ASI [E045]

Mon, 02 Jun 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In Our Episode today we’re diving into the ASI - The annual report from JD Power that measures client satisfaction amongst major brands in the non-dealer auto repair world - which we affectionately call the “Aftermarket”

Today’s Word of the Day is:

Extrapolation

Noun

noun: extrapolation; plural noun: extrapolations

the action of estimating or concluding something by assuming that existing trends will continue or a current method will remain applicable.

In this episode our host, Craig O’Neill invites you to take a close look at JD Powers Aftermarket Service Index (ASI).

There are some unique takeaways regarding communication “shortfalls” and they play well into the narratives we have been discussing in for several years.

If you think surveys have nothing to offer you - listen up and you’ll see why Craig values these annual findings!

Link to the the 2025 JD Power ASI Press Release: https://www.jdpower.com/business/press-releases/2025-us-aftermarket-service-index-asi-study

Link to the 2025 JD Power CSI Press Release:

https://www.jdpower.com/business/press-releases/2025-us-customer-service-index-csi-study

Link to the 2023 JD Power CSI Press Release:

https://www.jdpower.com/business/press-releases/2023-us-customer-service-index-csi-study

Let's go into the Press Release now - from April 29th.

The key findings cited in the 2025 study:

Finding 1.

“Aftermarket Service Providers lag when it comes to use of technology:”

Craig reacts to JD Powers findings regarding the technology disparity between the aftermarket and the dealer segments.

Finding 2.

“Customer prefer text message updates - but are more likely to receive phone calls:”

Craig shares his perspective on the significance behind the measurable satisfaction point difference between phone calls and texts as the means for receiving updates.

Key Note - The article cites that this applies “When they (the client) indicate texts are preferred.”

Listeners are invited to compare this note on the 2025 ASI to the 2023 CSI (linked above)

Finding 3.

“Photo and video multi-point inspection (MPI) results being used more frequently:”

Craig highlights this positive news - but emphasises a significant caveat with regards to the quality and content of MPI (a.k.a. DVI’s)

Listeners are invited to compare this note on teh 2025 ASI to the 2024 ASI:

2024 - MPI - < 23% receive any videos or pictures

2025 - MPI - < STILL “Less likely” than to provide images.

Finding 4.

“Less common amenities have greatest effect on satisfaction:”

Less Common Amenities have greatest effect on satisfaction

Chargers in the lobby!

Craig highlights how JD Power has consistently been indicating that clients who can charge their devices easily have higher satisfaction rates.

RANKINGS:

Factors for the ASI: Ease of scheduling/getting vehicle in for service; fairness of charges; service advisor courtesy; service advisor performance; service facility; time to complete service; and quality of work.

The opinions expressed in this podcast are that of the host.

All citations and direct quotes from JD Power are done with permission.

Listeners are highly encouraged to subscribe to receive emails from JD Power and conduct their own reviews of these important surveys to draw meaningful conclusions with a goal of improving client satisfaction in our industry.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

On Memorial Day with Brandon Crusha USMC (RET) [E44]

Mon, 26 May 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In this episode of Speak Up - our host Craig O’Neill welcomes his friend and colleague, Brandon Crusha to talk about what Memorial day means to him.

Brandon served in the United States Marine Corp and was deployed multiple times to Iraq.

He invites our listeners to enjoy their day - and reflect on the gift that was given to them by those who paid the ultimate price.

Brandon specifically referenced a film in this episode called - The Gift.

Linked here: https://www.amazon.com/gp/video/detail/B0DPGVH9GB/ref=atv_dp_share_cu_r

The Gift is a documentary about Corporal Jason L. Dunham - who on April 14, 2004 threw himself on a live grenade to protect his fellow Marines.

It is well worth your time.

Brandon personally knew and served with many of the individuals in that film, whom he joined in the same regiment just after those events.

This conversation between Craig and Brandon intentionally invites listeners to ‘enjoy’ a deeper and more meaningful perspective of memorial day thanks to our connection with Brandon.

We also discuss what you might consider saying to a soldier or Marine on Memorial day - or, perhaps - how it is OK to say nothing at all and simply feel gratitude for the gift of freedom that has been paid at the ultimate price.

Today’s WOTD is

Freedom

Noun

the absence of necessity, coercion, or constraint in choice or action
the quality of being frank, open, or outspoken

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

Earn Your CSP (Certified Speaking Professional) With Jimmy Lea [E043]

Mon, 19 May 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our Episode Today:

Our host Craig O’Neill welcomes friend and newly minted Certified Speaking Professional - Jimmy Lea to talk about his journey!

The NSA Certified Speaking Professional (CSP) designation is a notable achievement that involves many phases of approval. This is a hard earned achievement, which to our knowledge, has never been attained by an individual within the aftermarket before now!

You can check out the details of the process here: https://nsaspeaker.org/wp-content/uploads/2024/09/Guide_How-to-Earn-the-CSP_Class-of-2025.Final_.pdf

Jimmy is a well known and respected speaker in our industry and he has been a lifelong communication enthusiast. Since Craig and Jimmy have been friends for many years, and you’ll hear in this episode some reflection of the impressions Craig has had of Jimmy in his early days and many thoughtful questions regarding the process of earning and value of a speaking credential.

While our topic focuses a great deal on the CSP process - you’ll begin to see how a focus on a skill looks for a true professional and learn some valuable insights into the ‘why’ behind any certification.

Topics include:

Documenting your journey
Gaining endorsements
The value of capturing recordings
Video submissions Do’s/Dont’s
Mentoring
Accepting Failure and Feedback
How those with a designate safeguard the integrity of the designation
Re-application and success!

The conclusion of this episode will give our listeners some food-for-thought on the value of credentialing in our industry, which has a tenuous relationship with the topic. Do you need a certification to be a speaker? Not at all. However, certifications DO tell an audience (as they do with a visitor of a repair facility) something about the people they are meeting with.

The Word of the Day:

Effusive

adjective

Expressing feelings of gratitude, pleasure, or approval in an unrestrained or heartfelt manner.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

Being a Barnabas! with Evangela Brumfield [E042]

Mon, 12 May 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our Episode Today:

Listeners will recall the Pilot Talk (Episode 34) with Austin Brumfield - and this time our host Craig O’Neill welcomes Austin’s amazing wife, Evangela, to the podcast!

Evangela is a pilot, an Airframe and Powerplant Mechanic, and a missionary.

As mentioned with Austin, the Brumfields are joining Arctic Barnabas Ministry’s (ABM) which will take them and their aviation skills to the remote regions of Alaska. ABM aims to support and encourage those who serve in Alaska, so they don’t decide to leave!

Since do leave after confronting hardship and the remote nature of Alaska- it becomes unlikely for people who cannot leave their remote communities to develop trust with any future newcomers.

The Word of the Day:

Barnabas:

Proper Noun

Meaning: "son of encouragement”

In the conversation listeners will enjoy hearing Evangela share and reflect on a number of topics including:

Her passion for the mechanics of aircraft - and the importance of the A&P license
What it is like communicating with your Certified Flight Instructor (CFI) - when you are married to your CFI
How speaking through the radio in a solo flight instills a sense of confidence
What it’s like to speak in front of churches to raise support
Why raising support for living in Alaska is nearly twice as hard as other missions
Compelling details about the challenges of remote living and isolation felt by people in the remote regions of Alaska
Airplanes as a bridge for communication
Also airplanes in general. We do talk a bit about airplanes…

Those who know Craig, know that when he entered college out of high-school - he wanted to become a missionary pilot himself. Meeting the Brumfields later in life when he took up flight lessons in 2021 cultivated a new friendship and a new means to fuel that passion by supporting the Brumfields and welcoming them to share their story.

At Speak Up - we believe stories adjacent to our industry prove to illustrate solutions for our day-to-day situations. A key takeaway from Evangela is for us to remember to be proactive about being a Barnabas in your part of the world!

Don’t just wait to be called!

And be prepared to go this distance necessary to support those who need support!

We hope you’ll follow the Brumfield’s journey - details below!

For more information on Arctic Barnabas Ministry - Check out their site: here

You can follow Austin and Evangela on Facebook, where they post their updates and newsletters by clicking here

Evangela shared a wonderful Youtube video that was produced recently regarding missions in Alaska. ABM serves some of the individuals in the video so it's a great way to visualize the people, places, and need for ABM in Alaska. You can watch it by clicking here.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Just Call Your Clients! With Hunt Demarest [E041]

Mon, 05 May 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today, we welcome guest Hunt Demarest, CPA ABV.

Hunt is the host of Business by the Numbers and, as our host Craig O’Neill will tell you… Hunt uses words really well for a numbers man!

This episode came to be after Craig found himself on a walk and listening to one of Hunts recent episodes, Episode 163 - Where are my customers? It’s a great episode on getting to the root of what the numbers are actually telling you - and guess what - it involves actually picking up the phone and talking to people!

Hunt’s episode played right after Craig had listened to an episode on a health/wellness program which spoke on a similar topic… going straight to the source of information!

Often times we can get caught up in the minutia of details and analysis.

If we are not careful - it can lead to assumptions and wrong conclusions.

As Hunt says, “Numbers do not lie, but they do not tell the whole story.”

Getting the whole story inevitably involves communication - and it isn’t always comfortable for people to pick up a phone to get it.

While the takeaway for today’s episode is in the title, it expands as you listen to Hunt and Craig explore a range of topics from talking to clients, employees, and even family.

Today’s WOTD is Gumption

noun

the ability to make intelligent decisions especially in everyday matters

Learn more about Hunt Demarest here:

https://paarmelis.com/business-by-the-numbers/

Look for his book here: https://a.co/d/hAf0cDF

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

"Desmarting" or Device Discipline with Jeremy Glassco [E040]

Mon, 28 Apr 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today, our host Craig O’Neill welcomes founding sponsor and friend, Jeremy Glassco to discuss the potential merits and the root of the desire to step away from devices and “de-smart” with regards to phones.

Our loyal listeners will remember Jeremy from Communicating With Questions: Jeremy and the Jungle [E006].

In this conversation Jeremy makes a perfect sounding board for Craig to bounce ideas off of - as he verbalizes some of his own feelings about the ‘Frenetic’ pace of interruptions today.

We ask: Is the answer something so dramatic as to retreat from a smart phone entirely?

One such option out there is a light phone - https://www.thelightphone.com/

Topics Discussed:

FOMO - The fear of missing out
….and when FOMO isn’t a bad thing if it saves lives!
App apologetics and greater control over communication preferences
Disciplined development
Disciplined usage

At the crux of the topic is the dilemma that more efficient communication- which is one goal of technology - usually leads to more opportunities to communicate - which means our social energy is being drained all the time. What happens when our well runs dry?

Most importantly - Jeremy and Craig explore what is at the root of the desire to “desmart?”

Listeners will enjoy hearing take-aways and suggestions to restore balance and minimize distractions with the end goal of being more present - more focused - and simply better for the people we are meeting with.

Today’s Word of the Day:

Retention: noun

the continued possession, use, or control of something.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

Device Discipline: The War Against Notifications [E039]

Mon, 21 Apr 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

Todays Show Post - Our notes today will be in a different format, written by our host.

Welcome to another episode of Speak Up - Effective communication.

Your place for focusing on elevating our communication skills in the auto repair industry - I’m your host Craig O’Neill….

I want you to ask yourself a question today - each time you receive a notification on one of your devices:

Do I need this?

Do I need to do something about this RIGHT NOW?

This has been my question for any number of the alerts that pop onto my screens on a daily basis. - - As I’ve been at war with distractions in my life. Loyal listeners have become familiar with my growing concern on the topic and I feel that I’ve begun to find some more balance slowly as of late and will share whats working for me.

Of note - I’ve been reading a book titled, “Stolen Focus - Why you can’t pay attention and how to think deeply again” by Johann Hari.

This read was a referral from Carm Capriotto - and it’s worth your attention.

In our episode today, I have some thoughts on the topic of notifications - and hope to get you thinking differently on what YOU are allowing devices to compromise YOUR focus!

Our Word of the Day:

Frenetic: fre·net·ic

adjective

fast and energetic in a rather wild and uncontrolled way.

Listen to this excerpt from the book, Stolen Focus - the author, Johann Hari, writes about a conversation with a friend who was getting notifications for things he didn’t want… and I’ll quote:

“... All this frenetic digital interruption is “pulling our attention away from our thoughts,” and I think we’re almost in this constant stimulus-driven, stimulus bound environment, moving from one distraction to the next.” If you don’t remove yourself from that, it will "suppress whatever train of thought you had.”

That is a quote from Stolen Focus - Why you can’t pay attention and how to think deeply again.”

The consequences of distractions are real - not just from tasks - but from our creative thoughts and even healthy mindwandering.

Hari mentions in his book that “a distraction such as looking at an image from a friend pulls the average person away for up to 20 mins! Not just one!

And if you look around, you’ll recognize that the distractions are EVERYwhere - and we now have this habitual tendency to scan for them, in our own pockets, and on our own wrists!

Look around you now - how many people do you see distracted by devices?

Before you blame yourself or feel bad about this - let me state - our technological world has been engineered this way in a deliberate attempt to get more engagement from us.

I will say - while I, like all modern humans, struggle with distractions, I have come to develop a few VERY simple and reasonable disciplines regarding notifications.

I feel sometimes a little old-fashioned on this… but as I discussed recently in episode 35 with Darren Mclea, I feel like I came of age with technology enough to appreciate a slower pace of information than what has been engineered around us now.

Here we go. My thoughts for LESS distractions - and being MORE present (be it with your own thoughts - or for the people you are with)

1.) Silence your device - I don’t care what tech eco-system you favor - noisy notifications are not just a distraction for you - they are distracting for others.

2.) Don’t keep your devices in your pocket at home or work.

3.) Disable notifications from all non-essential applications - (or uninstall all non essential applications)

4.) No social media notifications. This doesn’t mean no social media (but more on that another time). You can check it as you want when you want.

5.) Silence that group chat thread… you know the one. Texting and group texting… really does function like social media. Check at intervals.

6.) Smart Watches. Don’t. This is my opinion but it’s a strong one. I think one of three things when I see you look at a smart watch while in conversation: 1.) You have no time for this. 2.) You have something more important to do. Or 3.) This interaction is causing a blood pressure spike.

7.) Organize your emails - filter or unsubscribe from ALL non essential emails.

8.) Email Away Messages are OK! (There are conflicting schools of thought on this.)

9.) Set Expectations for availability with colleagues and loved ones.

10.) Replace the activity with something else - just turning off things on one device will often lead elsewhere.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Proving Everyone Wrong - Drew Van Der Weide Speaks Up! [E038]

Mon, 14 Apr 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

One of the greatest joys for our team at ARN and this show is to welcome listeners of “Speak Up” to join us and SPEAK UP as a guest along with our host, Craig O’Neill!

Today’s guest is Drew Van Der Wiede.

A Service Manager from Mahomet Car Connection in Mahomet, IL - Drew recently attended VISION 2025 for his 3rd time!

Drew was also one of the brave attendees who took the stage in the course titled: SPEAK UP - Effective Communication! (Fun Fact - The course title, inspired in co-operation with Chris Cloutier, pre-dated this podcast!)

Working through his nerves, Drew gave his first ever speech to a room of 80 people. His speech stood out because he shared a story about personal triumph over adversity after being told by doctors, due to a condition, that his left arm would never be useful. Yet, Drew functioned for years as a heavy-repair specialist prior to his current role as a Service manager.

In this episode Drew describes what it was like at VISION this year, and how his participation on stage in the Speak Up course set the stage for his time at VISION.

As a first time speaker - we get to hear about his perspective of the audience - things he wished he remembered to say - and here in our conversation we created an opportunity to share a point from his speech which made his title even more memorable, as it punctuates the primary mission for this show; improving the image of our industry by becoming better communicators.

Todays Word of the Day:

gumption: noun

shrewd or spirited initiative and resourcefulness.
"Drew had the gumption to fund his own trip to VISION!"

Book Recommendation mentioned in this episode:

Millers Bolt by Thomas Stirr

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Family Dynamics in the Auto Industry with Maryann Croce [037]

Mon, 07 Apr 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In our episode today:

Craig is talking about family business dynamics with Maryann Croce - Fellow Toastmaster at Remarkable Results Toastmasters, fellow Transmission Repair professional, and industry friend who knows the good - but understands the struggle so often described when you combine business and family.

Fittingly…

Today’s Word of the Day is:

Neoptism

nep·o·tism

noun

the practice among those with power or influence of favoring relatives, friends, or associates, especially by giving them jobs.

Maryann brings a well earned perspective to this topic and presents many practical tips for families to work better together.

Listeners will particularly benefit from hearing Maryann’s three questions for business owners to ask before bringing in family members. By the conclusion you’ll be ready to better support, value, and listen to our family colleagues - making for a stronger communication and culture.

While this topic emphasises family dynamics, all listeners will benefit with some of the topics benign applicable to any business. Maryann also introduces the term ‘context switching’ while describing the difficulty of wearing too many hats - and explains why families tend to do this even more than other businesses.

Listeners can reach out to Maryann through her website.

https://www.smallbizvantage.com/

You can hear more from Maryann at Autoleap's Amplify

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Vision Hi-Tech Training & Expo Speech Workshop Takeaways with Chris Cloutier [E036]

Mon, 31 Mar 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

In this episode, Craig O’Neill features his guest, friend, CEO, and co-presenter from Vision Hi-Tech Training & Expo, Chris Cloutier!

Vision came and went so quickly - it became necessary for these two to coordinate a stop, sit down, and reflect on their takeaways from the Speak Up - Effective Communication Speech Workshop they led at VISION this year.

As with most things - there are unexpected outcomes, and the positive outcomes from this course ‘reverberated’ throughout the week.

Friendships were forged - Fellowship ensued - Fears were confronted.

Today’s Word of the Day (by the way):

Reverberation

noun

prolongation of a sound; resonance.
a continuing effect; a repercussion.

Chris and Craig Converse on many topics here:

Observations on the interactions post-course with attendees who were more familiar with each-other
How this was unique compared to other class experiences
Why this was SO GOOD to do this course at the FRONT of an event
All Day vs. half day - Creating the space for engagement
A word on benign genuine - and why 'church came to class'
Favorite moments from the course
Thoughts on why the course becomes so impactful for people
Chris wisdom after Craig asks Chris could imagine his passion for this topic culminating into the things they are discussing.
What they hope to see next for the participants in this course.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

The Edge of a Generation - with Darren McLea [E035]

Mon, 24 Mar 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

Today’s guest is Darren Mclea - whom our host, Craig O’Neill has been friends with since meeting the Mcleas (virtually) in 2018. In those days, Darren and Craig were working together on projects for adopting technology - but today’s episode goes much farther back than that!

Both Darren and Craig were born in the early 80’s and as such - carry similar generational experiences. While sometimes referred to as “Xennials,” Craig prefers to introduce himself as an “Elder Millenial.” In this conversation - which was sparked by a post Darren shared in social media - listeners will enjoy some nostalgia for times past, while contemplating technology's role in communication in the near future.

Specifically, Craig invites Darren to discuss why their unique generation’s upbringing and relationship with technology helped to shape their perspectives and outlooks today.

You will hear several topics and enjoy many reflections including:

How the speed and pace of information has changed.
How problems with communication in the recent past may not have been bad problems to have.
What the technology was like on Sept 11, 2001.
A delightful musical “Come from Away” based on 9/11 and why Canada is a great neighbor (and how it highlights what technology was like on Sept 11, 2001)
Parenting today’s youth in a technological era
What would happen if a crisis occurred today and suddenly we had no smart phones?
The importance of shared experiences.
Why commercial breaks aren't always a bad thing.
Brain calories.
Newspapers.
The good and the bad of analog and digital.

Listeners will enjoy the lightheartedness and good humor in this chat and yet may feel properly challenged to consider some of the ways we can recapture the good times in our present times.

You will be encouraged to keep your minds clear of clutter, and cultivate shared experiences with those around you. The good ol’ days are still here - if we let them be.

The word of the day: Posterity. pos·ter·i·ty. noun: All future generations of people.

About our guest:

Darren McLea grew up in the tire business and now helps advance the business development of tire and auto repair companies just like yours. His mission is to help you create long term, loyal customer relationships through effective communication, not just sell more tires.

https://www.djmsolutions.net/

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Pilot Talk - Communicating with my CFI [E034]

Mon, 17 Mar 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

We’re speaking up… WAY up in this episode - as our host Craig O’Neill welcomes his friend and Certified Flight Instructor (CFI), Austin Brumfield, to the show.

Anyone responsible for training people to do things new will enjoy takeaways from Austin as he emphasises the importance of communicating calm, clear, and accurate when training student pilots.

Also - It’s travel season - and if you’ve followed the news in 2025 - booking a flight can feel a little overwhelming when you see mishaps dominating the headlines.

Austin brings a great deal of perspective to the conversation - acknowledging some of the communication concerns that exist in US airspace - and balancing that with highest respect for the decorum and professionalism that is practiced and trained into the people who make our air ways safe.

Craig met Autstin while taking flight lessons a few years ago - and the two became quick friends. Austin and his wife Evangela are both missionary pilots who are in the process of raising support for their mission to the remote regions of Alaska.

You can learn more about the Brumfields mission here:

Today’s Word of the Day- Aviophobia: intense fear or dislike of flying

Watch Full Video Episode

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Show Up and Show Out - Speech Contest Recap [E033]

Mon, 10 Mar 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

In this episode - our host, Craig O’Neill welcomes two guests from his home Toastmasters club, Dylan Jayce and Evan Wisner.

While Evan is familiar to our loyal listeners as - Dylan will be a new voice - and you’ll hear about the journey Dylan has been on as he represented Grand Rapids Toastmasters - Club 404 in the recent Area level speaking competition.

That’s right - there is such a thing as competitive speaking!

The title for today’s episode is worth noting - as it is the theme selected for the year from current Club 404’s President, Mark Amos. “Show up and Show Out”

This is exactly what the club did on Feb 22 - when Dylan won 1st place in the Area contest over two other very accomplished speakers.

Dylan is particularly inspiring in this episode as he articulates the impact that the show of support from club members had on his journey. While he considers himself an introvert, Dylan demonstrates that a commitment to growth, and a great support network, can enable you to do things you might never imagine you could.

The episode is further enriched with Evan Wisner’s keen insight, and how he shares, along with Craig, regarding their perspective of Dylan’s progress through the years and recent weeks.

Join this conversation and you will gain a greater understanding of what a great Toastmasters club can look like, how friendships form around embracing discomfort, and how remarkable individuals contribute to a winning culture.

The Word of the Day: Inimitable - in-IM-it-uh-bul, adjective

Inimitable describes someone or something that is impossible to copy or imitate.

Watch Full Video Episode

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

This Sucks! - And It Works! [E032]

Mon, 03 Mar 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

In this episode, our host Craig O’Neill welcomes his friend and colleague, Brandon Crusha to discuss a simple but often uncomfortable topic among practitioners of change.

The slogan: “This Sucks - and it Works!”

Craig was inspired to discuss this topic with Brandon after reading a post about slogans that don’t really work well - and the phrase above was suggested as an alternative to some others.

This stood out, because Craig has literally stood in a room with Brandon as Brandon spoke nearly that exact phrase to a group of tire specialists.

Brandon has a background in the automotive industry, in software, and rather significantly, the Marine Corp. The latter component is a thing which makes Brandon uniquely effective when coaching and onboarding in his role at Autoflow, and in other endeavors Brandon is engaged in.

Listeners will appreciate hearing Brandon's stories, hard earned wisdom and will find a pragmatic approach to learning that emphasises acknowledging that changes are tough, but embracing the suck is the way to get through.

Additional insights:

The three ways of learning according to Brandon’s instructor in the Marine Corp

1.) Pain

2.) Repetition

3.) The repetition of pain

We appreciate Brandon's service and the sacrifices he’s made in service to our country. We know our listeners will too.

Reach out with any questions to Speakup@craigoneill.net

You can also thank Brandon directly here: Brandon.Crusha@autoflow.com

The Word of the Day: Arduous

Adjective

involving or requiring strenuous effort; difficult and tiring
"an arduous journey"

Watch Full Video Episode

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

A.P.A.C. Effective Communication and Problem Solving- Do It! [E031]

Mon, 24 Feb 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Early 2018 our host, Craig O’Neill attended multi-day training session by Dennis McCarron

In this episode - Craig invites Dennis to highlight one of his favorite takeaways from that training.

Of course - the takeaway is an acronym…

A.P.A.C.

Acknowledge

Probe

Answer

Confirm

APAC is a pragmatic model for solving problems that can be applied in nearly every walk of life.

From taking an upset client and solving their problem - to taking a routine interaction and arriving at the right conclusions, Dennis explains how APAC is what happens, eventually, no matter what… it is just the most efficient way to accomplish what needs to happen anyway!

You’ll want to carve out the time to hear Dennis and Craig go deeper into human behavior models and tackles topics such as trust, and engagement and understanding how we are always assessing the people we are serving how they are engaging their environments.

Listeners will find that APAC is a pragmatic approach to communication in the shop and all walks of life…

And you’ll find that our Word of the Day today also happens to be “Pragmatic”

prag·mat·ic-/praɡˈmadik/adjective

Dealing with things sensibly and realistically in a way that is based on practical rather than theoretical considerations.

Watch Full Video Episode

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Balancing Technology to Better Our People with David Boyd [E030]

Mon, 17 Feb 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Craig O’Neill, welcomes his friend and communications expert, David Boyd, as our guest. Listen up to hear the thoughtful conversation between David and Craig across a variety of topics and questions related to the phones skills of your staff, AI use in the world today, and the outlook for the future.

A key question: “Will the job of the service advisor still exist?”

As AI solutions seem to become more and more sophisticated - the question has career advisors wondering this aloud.

The conversation should be encouraging for anyone who takes their professional role as a service advisor seriously, and the future, according to David and Craig, appears bright.

According to David, the service advisor is the person we should be empowering further, and developing, as this is the role focused on building relationships.

The conversation draws on additional points related to what we learned during Covid and the real value of actual connection, as well as some of the pitfalls for what occurs when a productive technician is forced to answer phone calls.

Listeners will walk away with some practical advice from this episode, and more clear vision for a coachable front counter that is focused on connecting!

The WOTD Today:

Affable

Noun-

Friendly - good natured - easy to talk to

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Watch Full Video Episode
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Aiming for Supermedium [E029]

Mon, 10 Feb 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

In our episode today - Craig introduces listeners to a concept that has helped to shape his own journey, the concept of being “Supermedium.”

This concept is related to fitness goals and how people often do not focus their goals on very specific objectives - which can lead to wasted effort and actually hinder you in many cases. The goal is to be strong enough—or said differently, have the right strength for a specific task. SUPERMEDIUM.

There are a few references Craig brings into this conversation - one of which is from the book “Be Useful: Seven Tools for Life,” by Arnold Schwarzenegger.

Craig quotes a statement that Arnold makes on the importance of coming into strength training with a clear goal - and ties this to coming into communication training with a clear goal as well.

(Craig also highly recommends that book by Arnold via audio book.)

The link is here: https://www.amazon.com/dp/B0C1HR5D9S?ref_=cm_sw_r_ffobk_cp_ud_dp_KKT0YM7XDFW30C7FNNXM&skipTwisterOG=1&bestFormat=true&newOGT=1

Just how does this apply to our communication goals?

Craig often cites that “Toastmasters is his gym’ and that communication skills can atrophy just like any muscle in the body. Listen in to hear how him discuss some of his own fitness goals and overlays that with what he has seen as he journeys with others on their communication journey too.

This episode will have you thinking about what it is you want to accomplish on your communication journey and should be encouraging for those who might feel a bit too self critical if they aren't achieving an ideal they have imagined.

Watch Full Video Episode
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

Today’s Word of the Day:

Untenable

Adj

Something, such as a position, excuse, or situation, that is described as untenable cannot be defended against attack or criticism.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

The Steps Before a Low Score [E028]

Mon, 03 Feb 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

In this episode, Craig is concise as he reflects on the timeless wisdom of Martin Luther King Jr. and how his principles of nonviolent conflict resolution remain highly relevant today. Inspired by recent readings of King’s works, specifically his iconic Letter from Birmingham Jail, Craig explores how these lessons can be applied to resolving conflicts in everyday life—even in situations as modern as addressing negative reviews.

This thoughtful discussion acknowledges the historical context of King’s writings while highlighting their enduring value in promoting understanding, negotiation, and meaningful resolution.

Watch Full Video Episode

Key Points Discussed:

Craig’s Appreciation for MLK’s Legacy: Acknowledging King’s brilliance as a leader, communicator, and writer, Craig emphasizes the enduring relevance of his concepts and principles.
The Four Steps of a Nonviolent Campaign (as outlined in Letter from Birmingham Jail):

Collection of Facts: Ensure injustices are present and verified.
Negotiation: Open dialogue with a willingness to find common ground.
Self-Purification: Prepare yourself to act constructively and maintain the ability to return to negotiation.
Direct Action: Take deliberate action aimed at fostering a return to negotiation.

The Word of the Day:

Unfettered.

Adj - Not controlled by anyone or anything. Uninhibited

Modern Applications:

Craig draws parallels between these steps and common missteps in conflict resolution today, such as skipping fact-gathering and jumping straight to retaliation—like leaving a low review without understanding the full story. He discusses how these missed steps can lead to escalation rather than resolution.

Takeaways for Listeners:

People care about how much you know only after they know how much you care.
Applying MLK’s principles to situations like resolving a customer complaint or an unjust review can model constructive engagement and encourage others to seek facts, negotiation, and resolution.

This episode is a thoughtful tribute to King’s enduring legacy and a practical guide for applying his lessons to resolve conflicts with empathy and integrity.

Links & Resources:

Letter from Birmingham Jail by Martin Luther King Jr.

Join Craig as he unpacks these timeless lessons and their power to transform the way we approach conflicts in our personal and professional lives.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Networking at Conference with Confidence [E027]

Mon, 27 Jan 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Conference season is here, and it’s time to get ready for some incredible industry events! In this episode, Craig shares his excitement for the upcoming Institute Summit in Jacksonville, Florida, and reflects on how attending conferences has shaped his career—from being a learner and attendee to becoming a speaker, sponsor, and vendor.

If you’re new to the conference scene or feeling overwhelmed, this episode is packed with tips to help you make the most of your experience, no matter your personality or level of familiarity.

Watch Full Video Episode

Here’s what you’ll learn:

# 1.) Sit up front. Take Notes. Engage.

#2.) After the lecture/speech/training - walk up to the speaker, introduce yourself, and thank them. Ask them a question if you have one - or let them know something that stuck with you.

# 3.) If you like what they have to say - request to connect on LinkedIn.

# 4.) Never eat or drink alone. If you’re a veteran attendee - invite someone new to your group dinner/table or circle. Sit with someone new when you can.

# 5.) Be your own brand. Suit Up. Dress nice. Always. Every time. Set the bar. BE CONSISTENT. Keep those name tags high!

# 6.) Arrive the day before your first event if flying. Leave the day after the last. Same day travel is wrought with issues. Acclimate and consolidate. Hot Tubs conversations are the best.

# 7.) Help people remember your name - EVERYONE struggles with this.

# 8.) Speak to the vendors. There are some really great people!

# 9.) Check-In with your family - pre-set the time.

#10) NOTHING GOOD HAPPENS AFTER MIDNIGHT

Craig shares personal stories, lessons learned, and practical advice to help you step into your next conference with confidence and purpose.

Links & Resources:

Episode 18 with Kent Bullard: https://craigoneill.captivate.fm/episode/018
Connect with me on LinkedIn for more tips!

Don’t let conferences overwhelm you—listen in and transform your next event into a game-changing experience.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net

Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Ask the Host! Evan asks - Craig Answers [E026]

Mon, 20 Jan 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

In our episode this week - roles are reversed!

Our host Craig O’Neill allows himself to be interviewed by a friend of the show - Evan Wisner.

This is one of those conversations you can turn on - laugh, and learn with.

The reason for this role reversal? Evan had suggested it would be good for our listeners to get a chance to hear more about the journey which led Craig to develop a passion for focusing on communication and dive into what Craig sees as his goals with the podcast.

Evan asked many questions which drew out meaningful discussion on topics including:

Craig’s Early experiences in the industry
What it’s like to grow up within the industry and it’s stigmas
The effect a good ‘ambassador’ can have on others perspective of the industry
Formative feedback that promoted early interest in communication skills
Perspective on technology in communication pros/cons
Craig’s mentors and the most important advice he’s received
Early obstacles to improving communication and mindset
Developing the ability to choose not to take offense to things
Toastmasters then vs now.
The joy of observing others improve their skills
A reminder that it’s about progress, not perfection.

Loyal listeners will find plenty of inspiration in this episode and emerge feeling great about the talent in our industry, and the value of friendships and relationships developed around mutual purpose. Those who have become familiar with Evan will appreciate the back and forth conversation that flows through many very thoughtful questions.

The Word of the Day:

Heedful

- adj -

Aware of and attentive to.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Watch Full Video Episode

Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

K.I.S.S. - Keep It Simple [E025]

Mon, 13 Jan 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

In today’s episode, Craig dives into an acronym that’s deceptively simple yet surprisingly difficult to master—KISS: “Keep It Simple, Stupid!” We explore the challenges of simplifying communication, especially in specialized industries like auto repair, where jargon can create barriers rather than build trust.

Join us as we examine why breaking complex ideas into plain language is a critical skill for professionals, advisors, and leaders.

Plus, don’t miss our Word of the Day: Esoteric! We’ll unpack its meaning and reflect on why keeping your message inclusive and relatable matters.

Watch Full Video Episode

Key Takeaways:

KISS in Communication: Simplifying your message ensures understanding, builds trust, and fosters influence.
The Pitfall of Jargon: Industry-specific language often excludes clients and hinders communication.
Practical Examples: We discuss areas in the shop we can focus on simplification.

Quote of the Episode:

"If you can't explain it simply, you don't understand it well enough." – Albert Einstein

Segment Breakdown:

Introduction: Why the auto repair industry is full of acronyms and why KISS stands out.
Word of the Day: Esoteric—what it means and how it relates to communication.
Challenges in Communication: Overcomplicating explanations in professional settings. Breaking down technical terms for clients.
Personal Reflections: Early lessons in the KISS principle from mentors and experiences, including Toastmasters.
Practical Tip: Strategies for simplifying communication in daily interactions.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Unmatched Intentionality - The Lost Art of Letter Writing [E024]

Mon, 06 Jan 2025 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The idea of this podcast is to stretch our comfort zones and grow.

Growth isn’t automatic or instant - it’s a journey.

In this episode Craig takes you on a thought process that came about from an article that was shared - with him that highlighted to real security breach to texting infrastructure in the US thanks to state sponsored hackers. The article lead to conversations with and eventually a subtle joke that that perhaps we should revisit the art of letter writing! But perhaps that shouldn’t be a joke and we really should pivot to a more intentional form of communication as we grapple with emerging trends in 2025 tipping us further away from security, authenticity, and intentionality.

Listeners will find this to be a timely message.

In this episode Craig also introduces a word of the day.

Today’s word: Anachronistic.

Communicating On Growth with Darrin Mallett [E023]

Mon, 30 Dec 2024 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The idea of this podcast is to stretch our comfort zones and grow.

Growth isn’t automatic or instant - it’s a journey.

In this episode of Speak Up! Effective Communication - our host Craig O’Neill welcomes loyal listener, Darrin Mallett.

Darrin is the owner of Kilgore Tire and Auto Care in Kilgore, Texas and Darrin exemplifies what it means to be on a journey of growth.

Craig and Darrin meet regularly on software implementation and best practices in their day-to-day work, but they quickly realize they are operating with a similar vocabulary on matters relating to behavior and change. Quickly they realized they had been reading books from the same author, one Michael Easter.

The books referenced here are “The Comfort Crisis” and “Scarcity Brain.”

As their conversations continued over the past few months, it became clear to Craig that Darrin’s outlook will resonate and encourage our other loyal listeners, and here we are!

The conversation focuses on a catalyst for change that put Darrin on the path he is on now.

After attending a leadership conference encouraged by his 20 group - he emerged, changed man, became focused on health and is developing positive leadership characteristics.

The change is obvious to those who love and work with him.

Topics Include:

The aura you project in a room
The difference from I can to I will
Setting and maintaining clear expectations for others
Holding oneself accountable before holding other accountable
Barriers to growth
The practice to “Check that conversation”
Removing the victim mindset
The importance of writing goals
Misogis and takeaways from the Comfort Crisis

We know our Speak Up listeners will be cheering for Darrin on his goal in 2025 to overcome his discomfort with public speaking, and we hope you’ll share some feedback for Darrin on his first ever Podcast interview after listening to this episode.

Share your comments at speakup@craigoneill.net or let us know if you have a topic you’d like to bring to the show!!

Watch Full Video Episode
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

The Repair Shop Role Focused on Communication - The Reservationist [E022]

Mon, 23 Dec 2024 00:15:00 -0400

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Our host Craig O’Neill welcomes his friend Rui Martins from Evolve AD. Rui is a coach and trainer for our Canadian neighbors in the North.

Listeners will appreciate this conversation which is focused on a pivotal role listeners will be keen to introduce to their shops.

It’s a role that focuses on communication, serves clients well, and will set your shop apart with deliberate authenticity in our new age of automated artificiality.

The role is ‘The Reservationist!”

In this talk we reference RRR Episode 922 - “The Role of the Reservationist in Auto Repair.”

Rui’s earlier talk with Carm Capriotto helped to describe the role of a reservationist and it’s benefits but in this episode of Speak Up! we are looking at implementation and how the role can be applied. Listeners are highly encouraged to check our RRR EPisode 922!

Rui and Craig cover several topics and terms that relate to communication roles in the shop:

The Reservationists role to answer, coordinate, and understand
Simple concepts such as Shop Loading, Vehicle Inventory
The Eight Bullets for key data Reservationists are taught to uphold.
Gold Tee Time mindset for appointments with advisors
Reservationist Communication strategy for missed appointments

Listers will appreciate the emphasis that Rui brings to the topic of communication in our repair shops. Both as an essential skill… and one that can be taught or improved!

Part two of this conversation will focus on retention communication strategies for Reservationists. Stay tuned!

Watch Full Video Episode

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Imposter Syndrome [E021]

Mon, 16 Dec 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing and In-Bound

In this episode - host Craig O’Neill goes further into the topic of public speaking anxiety.

Familiar guest, Evan Wisner is back again with additional insights into Imposter Syndrome - which plagues the mind of experts in any field - particularly when they are called on to speak up!

In addition to touching on elements of the Dunning Krueger effect - there is a debate which (probably remains unsettled - you’ll have to decide!) on whether speakers should introduce themselves along with their credentials when beginning a speech or presentation. Or perhaps is it enough that you are you, and you are there, and you have something to share.

Evan highlights the balance of your focus and that confidence is not always an indicator of knowledge and knowledge does not always bring about confidence.

This episode will reassure you and provide helpful advice such as keeping things simple, and remembering that positive self-talk and the ability to accept (genuine) positive feedback are skills that can help you overcome this component of fear.

Most important - and again harkening back to episode 018 - Craig reminds Speak Up Listeners that stories are the things people remember most - and your stories are something only YOU can bring to the stage.

This is another enjoyable conversation between Evan and Craig with many takeaways.

Watch the YouTube Video
Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing and In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Litany Against The Fear of Public Speaking [E020]

Mon, 09 Dec 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing and In-Bound

In this episode - our host, Craig O’Neill and regular guest, fellow toastmaster, and friend of the show, Evan Wisner, dive into the root of the fear of public speaking. Also known as glossophobia - it is a fear that is shared with 76% of all people.

Evan speaks on this topic with the heart of a counselor and the mind of an emotional intelligence (EQ) expert. It’s appropriate that this topic follows episode 019 - Reframing - as Evan highlights the similarities of anxiety versus excitement - and how an individual's perspective will influence their experience.

Science Fiction fans who know Frank Herberts, Dune may be familiar with the Litany Against Fear. “...I must not fear, fear is the mind killer…” Evan recites the full version of the litany from memory, and interprets its meaning in a simple way that will allow those who experience glossophobia to move through it, experience excitement instead of anxiety and share your truth.

This is another enjoyable conversation between Evan and Craig with many takeaways.

Watch the YouTube Video
Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing and In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Reframing [E019]

Mon, 02 Dec 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing and In-Bound

In this episode, Craig O’Neill tackles the all-too-familiar feeling of “I’m not ready for this.” It’s a common feeling that is shared among speakers or presenters. In Episode 18 with Kent Bullard - the topic of “Imposter Syndrome” also came up - and in many ways this episode carries thoughts from that robust and enjoyable conversation.

Craig tackles this topic with a thought process that occurred to him after revisiting episode 2 of Speak Up. In his conversation at AAPEX 2023 with Carm Capriotto and Matt Fanslow Craig recapped Alan Deutschman’s Change or Die book where the three keys of change are introduced as Relate, Repeat, and Reframe.

This episode is NOT about change management.

It is about frames.

To illustrate what reframing can do - Craig uses an example from his hesitation to rush into the holidays, that same sentiment introduced at the beginning… “I’m not ready for this!”

Curious how on earth public speaking nerves can be connected to reframing holiday stress? You simply must listen to this yourself.

Craig reframes the holiday season, breaking it into three phases: Gratitude, Giving, and Growth. By shifting his mindset, he found a way to embrace the season in its sensible order with more readiness and joy. Tune in for stories, insights, and some robust reframing to help you reframe your purpose in speaking- away from obligation and make it more about being thankful for what you have to give, and how it helps you and others grow.

This episode among all the topics covered is a jovial good time, we know it will encourage you to plan on attending the next summit coming up very soon in February 2025!

Join Kent, Craig, and the really, all the sponsors of Speak Up at the Summit 2025! https://www.wearetheinstitute.com/summit/

Watch the YouTube Video
Diagnosing Communication Problems A to Z with Matt Fanslow [E002]: https://www.youtube.com/watch?v=ByGYRFpH6Eo&t=3s
Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing and In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

The Stories That Shape Us: With Kent Bullard [E018]

Mon, 25 Nov 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing and In-Bound

In this episode of Speak Up - our host Craig O’Neill welcomes his friend and Instructor Kent Bullard from the Institute to discuss the impact of stories and speaking. This will be one of many conversations with Kent because, as you will see, these two have a characteristically great time discussing their journeys and share in plenty of hearty laughter. This episode is recommended to be listened to in a hot tub with a green smoothie… this will make more sense as you listen.

This discussion with Kent was framed around both his roles not just as an instructor, but also an attendee, and even a curator of speaking events. Speak Up listeners will enjoy hearing Kent describe the challenge of curating speakers and how the best topics to bring in isn’t always the one people know to ask for.

Craig also takes time in this conversation to describe the lasting impact from professional speakers who were at the Institutes inaugural summit in 2023. In particular how the keynote speaker at that summit made a reading recommendation that is STILL having a transformative impact on his own life.

This episode among all the topics covered is a jovial good time, we know it will encourage you to plan on attending the next summit coming up very soon in February 2025!

Join Kent, Craig, and the really, all the sponsors of Speak Up at the Summit 2025! https://www.wearetheinstitute.com/summit/

Watch the YouTube Video
Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing and In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Orienting Towards Improved Client Relating Capability [E017]

Mon, 18 Nov 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

Watch Full Video Episode

With slower days becoming common, many shops have turned to short-term fixes. Our host Craig O’Neill advocates for a long-term retention strategy that emphasizes relationships.

In this episode, Craig breaks things down in three parts. First he explains how he came to embrace the term “Client Relating Capability,” and the influencers who’s lessons helped him solidify his feelings on this point into more easily articulated thoughts and beliefs. Next, he introduces the concepts from an old article from 2003 (which is still surprisingly relevant today). Lastly - this episode introduces the term and breaks down three essential components of Client Relating Capability:

Orientation – Creating a business structure that prioritizes meaningful client relationships.
Configuration – Designing workflows and incentives that facilitate connection.
Use of Information – Utilizing CRM and data wisely to support, not replace, genuine relationships.

Craig highlights common industry pitfalls, including overreliance on technology and CRM tools that often fail without proper leverage. He also addresses the latest trend of AI in client management, exploring its limits and the importance of human connection.

Listeners are invited to rethink their relationship-building strategies and consider how to truly cultivate loyalty. Craig emphasizes that technology can support but should never replace the human element in client relationships.

This term - Craig hopes, becomes a familiar and foundational principle that will guide many more topics aimed at improving how we communicate as an industry.

Watch the YouTube Video

Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach

Artificial Intelligence: We Have Some Concern! With Dan Vance [E016]

Mon, 11 Nov 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

Our world is rushing head first into an A.I. future and we want to encourage our listeners to remain vigilant in these exciting times, as there is some legitimate cause for concern with the changes brought by A.I. Technology.

Joining us as our guest is Dan Vance from Shop Dog Marketing.

Craig has known Dan for a few years now and it was at ASTA in 2023 that he first heard Dan Speak Up on the topic of AI to a group of shop-owners on the promise and peril of AI…and he saw Dan deliver a presentation on the topic again at the MARS marketing conference with the Institute for Business Excellence in (beautiful) Ogde, UT earlier this year.

In this episode Dan acknowledges many of Craig's concerns regarding AI, while they both align on the actual benefits.

Craig states regularly that the last skill machines should ever be able to take from us is our ability to communicate interpersonally and … but in some areas - A.I. is far more capable of outperforming certain tasks. While that is happening - there remains a disconnect between AI’s ability to generate data and present the data in a way that can produce more effective interactions with real people.

Our listeners who may share in Craig’s concerns will no doubt appreciate Dan’s calm and reassuring thoughts on the topic.

Watch the YouTube Video

Topics include:

Early AI and Machine learning
The concept of Human Capital.
Authenticity as a new focus
Communication tendency becoming less synchronous
Efficiency vs. Authenticity and what we lose
AI Strengths and practical uses
Social Proof - and a word on Reviews and AI
Google quality rater guidelines - EAT - Experience Authority and Trust

Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Speaking of Halloween - Fun with Story Telling [E015]

Mon, 04 Nov 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

In this episode - our host Craig O’Neill welcomes (now) familiar friend of the show, Evan Wisner to have some fun telling a Halloween story. Evan and his brother both enjoy the art of story telling and in this episode we get a chance to hear a story that was based on Evan’s own experiences in the woods of Northern Michigan.

Story Telling is an old art form, and one that takes a great deal of practice - and after hearing the story Evan and Craig discuss a few of the ingredients to a good story - and invite Speak Up Listeners to have a good time listening to the details of the story and how it is told.

Watch Full Video Episode

Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

What Your Opt-Outs are Really Telling You [E014]

Mon, 28 Oct 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

Episode Summary:

In this episode of Speak Up, host Craig O'Neill takes a deep dive into how auto repair shops can use digital communication to better navigate slow business periods. Craig challenges the widespread use of mass text blasts during these times, highlighting the potential risks to long-term customer relationships. Instead, he emphasizes the need for authentic, customer-centered communication that goes beyond transactional marketing.

Craig also introduces the "Five Hurdles" that shops must overcome to create more effective digital communication strategies. From understanding what truly matters to your customers to ensuring legal compliance, this episode offers actionable insights for building stronger, more genuine connections with your client base.

Key Topics Discussed:

The feast-or-famine cycle in the auto repair industry
Dangers of relying on "slow day" text blasts
The importance of interpreting customer "opt-outs"
The "Five Hurdles" shops must overcome to improve digital communication
Shifting from transactional marketing to relationship-building strategies
Watch Full Video Episode

Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Tough Talk: Tips for Calmly Tackling Controversial Topics with Evan Wisner [E013]

Mon, 21 Oct 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

The title of this show, Speak Up, might spark some funny reactions—some may assume it’s all about raising your voice on big issues. That’s not entirely off, but there's a right and a wrong way to talk about important, controversial, or shall we say, passionate topics.

In this episode, our host Craig O’Neill welcomes back a friend of the show and returning guest, Evan Wisner! Evan, a therapist and counselor, brings his expertise to guide us through the world of "controversial conversations."

This discussion stems from a recent exchange between Evan and Craig at a Toastmasters meeting, with the upcoming U.S. election serving as a timely backdrop.

Listeners will benefit from Evan's deep insights, offering practical advice for navigating difficult conversations—whether at work, in your personal life, or even in the shop.

Key topics include:

Expressing your perspective clearly
Responding thoughtfully to others
Defining what makes a conversation controversial
Non-violent versus violent communication

Most importantly, Evan offers invaluable advice on understanding the goal of tough conversations. If you can't avoid them, focus on listening to understand, not just to reply.

Evan’s wisdom and practical approach make him a welcome guest, and we know our listeners will take away meaningful insights from this, and future, conversations with him.

Watch Full Video Episode

Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Effective Communication in Your Weekly Huddle with Josh Parnell [E012]

Mon, 14 Oct 2024 00:15:00 -0400

In this episode Craig welcomes his friend Josh Parnell. Josh and Craig have both had the pleasure of working with Christian Brothers Automotive (CBA), and it was at events organized through CBA that Craig initially had the opportunity to see Josh speak.

Josh has some great stories and eagerly demonstrates his heart for cultivating leaders in shops and teaching on concepts which help leaders communicate more effectively.

Topics are focused on the importance of regular team huddles and Josh’s Five rules for effective communication.

Speak Up listeners will recognize a number of familiar principles and enjoy the opportunity to hear insights from this excellent guest.

Join Our Virtual Toastmasters: https://remarkableresults.biz/toastmasters

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Eliminating Filler Words [E011]

Mon, 07 Oct 2024 00:15:00 -0400

In this episode, we’re diving into the topic of filler words—those little sounds and phrases like "um," "uh," or "you know" that creep into phone calls, meetings, presentations, and everyday conversations. While nearly everyone uses filler words, they can become a problem when they’re habitual and detract from your message.

We’ll explore why filler words happen and their relation to anxiety or the fear of losing control in conversations.

The good news is that while filler words are natural, they can be simple to address once the problem is acknowledged! We’ll offer practical tips to help you break the habit, including the power of embracing pauses instead of feeling the need to fill every silence.

Whether you're in the aftermarket auto repair industry or any other profession, reducing filler words can help you communicate more clearly and confidently. Plus, we’ll touch on resources like Toastmasters that can help you sharpen your speaking skills.

Watch Full Video Episode
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Shut Up! [E010]

Mon, 30 Sep 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

This Episode emphasizes the importance of pausing and leaving space for others to absorb information and engage with the things we’re speaking about.

Whether you’re an advisor that talks themselves out of a sale - or an enthusiastic and passionate speaker that just has a hard time remembering to breathe, you’ll find yourself in good company listening and learning on this topic.

Watch Full Video Episode

Pausing is HARD.

Experienced speakers and beginners all benefit from regular practice.

In this episode

1.) Craig shares recordings from a recent toastmasters meeting where two separate speakers received valuable feedback on pauses.

2.) Craig discloses some of his own struggles with pauses and some surprising places this comes up.

3.) We explore why we who struggle have a hard time pausing!

4.) We’ll wrap up with some of the benefits of pausing!

Pausing makes your message more clear and lets your audience process details from your presentation.
Helps people retain and remember what you are saying better.
A more comfortable rhythm is achieved that makes listening easier.
Breath Control. Like running - you perform better when you are not out of breath! When your breath is under control you’ll maintain your place in have more organized thoughts.
Aids in transitions for key segments of your speech or presentation.
MOST critically - if you pause long enough - this will open up audience engagement.

Remember: People are POLITE - They may not always be comfortable interrupting you! Give them some room to speak up next time you are speaking up!

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

Communicating in Crisis - Part Deux [E009]

Mon, 23 Sep 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

In the previous episode Craig told the story of a serious encounter while on his regular evening ruck. Telling a story that is still being ‘experienced’ is a challenging matter!

Common advice for communicators is to be cautious about speaking on things you are still going through - it can be difficult while facets of an event are still being processed.

This episode serves as a consolidation of further takeaways after some decompressing.

Further conversations over the weeks since the event revealed new and sometimes startling details. It turns out the suspect in the case had pulled a knife on three park workers and had also been accused of threatening another individual at park facilities nearby.

Note: Craig’s takeaways from this event are based on his perspectives and from trusted counsel. If you have feedback or analysis for our listeners regarding this event and are trained in law-enforcement, security or related fields - please reach out via email to speakup@craigoneill.net. Your input would be appreciated for anyone who feels compelled to speak up- but wants to be safe!

Three separate local news stations interviewed Craig in the wake of the event.

The suspect is still at large despite being known to police and possibly having been stopped by police before they secured evidence of a crime being committed.

Links to Local News Stories:

Wood TV 8 - https://www.woodtv.com/news/grand-rapids/several-graves-damaged-at-grand-rapids-cemetery/

Wzzm13 -

https://www.wzzm13.com/article/news/local/caught-camera-runner-captures-moments-man-vandalized-grand-rapids-cemetery/69-eb719d08-0b90-43b0-8872-abb795e999bb

Fox17

https://www.fox17online.com/news/local-news/grand-rapids/its-heartbreaking-major-damage-overnight-at-grand-rapids-cemetery

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

The Cemetery Incident: Reflecting on Crisis Communication and Compassion [E008]

Mon, 16 Sep 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

On the evening of August 29th - Craig was on his early evening Ruck when he found himself confronting a cemetery vandal.

In this episode he shares details from the event along with sometimes serious - sometimes whimsical takeaways from this ordeal.

This event triggered an abundance of reflection for Craig regarding the challenges faced when communicating under stressful circumstances. From word choices - to frantic calls - and de-escalation.

In conversations with law enforcement it became apparent that the culprit in this destruction was an individual that may be known to police - and possibly afflicted with addiction and/or mental illness. Craig shares how the general knowledge that this crime was not one of passion or desire - but the acts of an afflicted individual served to reduce the outrage that members of his community felt initially upon learning of the degree of destruction.

Note: Craig’s takeaways from this event are based on his perspectives and from trusted counsel. If you have feedback or analysis for Craig (What could he have done better? What did he do well?) regarding this event and are trained in law-enforcement, security or related fields - please reach out via email to speakup@craigoneill.net.

Professional perspective is appreciated and we’d be happy to share your tips or advice with our listeners.

Three separate local news stations interviewed Craig in the wake of the event.

Watch Full Video Episode

Links to Local News Stories:

Wood TV 8 - https://www.woodtv.com/news/grand-rapids/several-graves-damaged-at-grand-rapids-cemetery/

Wzzm13 -

https://www.wzzm13.com/article/news/local/caught-camera-runner-captures-moments-man-vandalized-grand-rapids-cemetery/69-eb719d08-0b90-43b0-8872-abb795e999bb

Fox17

https://www.fox17online.com/news/local-news/grand-rapids/its-heartbreaking-major-damage-overnight-at-grand-rapids-cemetery

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

The Price of Assumptions: Cecil Bullard's Eye-Opening Lesson on Family [E007]

Mon, 09 Sep 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

In this episode we explore how assumptions have the power to destroy relationships.

This episode was first planned back in May of 2024 when Craig was at the HQ for the Institute of Automotive Business Excellence in Ogden Utah.

Craig and Cecil Bullard were outside discussing communication topics while taking in the scenery of the Mountains in the early morning. When Cecil suggested this topic and told a portion of the story it became clear that it warranted an episode. This isn’t about mountains - but we think it will definitely ‘pique’ your interest.

Cecil Bullard is a well known leader, coach, and speaker in the automotive aftermarket - and while that familiar side of his persona will show up multiple times in our chat - listeners will hear about the other side to the man. The husband and the father.

A shocking, humbling and eye opening moment taught Cecil a costly lesson about assumptions. Listen as he shares the story - and the lessons he learned that became crucial strengthen his marriage and his family.

This is a rather moving conversation which will prove extremely valuable for anyone who comes home after a hard day in the shop, or is struggling in a family business, and those who wish to do their best for those they love and count on the most.

Watch Full Video Episode

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

Communicate Like a Pro: Tips and Mistakes with Craig O'Neill [E116] - The Auto Repair Marketing Podcast

Wed, 04 Sep 2024 00:15:00 -0400

Today, we're excited to have a special guest with us, Craig O'Neill, a seasoned communication expert.

In this episode, we'll dive into Craig's unique approach to effective communication in the auto repair industry. We'll explore how he defines and measures communication success, the art of creating positive first impressions, and the crucial role of clear, transparent interactions in building client trust and retention.

We'll also discuss the impact of personalized communication, the importance of networking, and strategies for handling difficult conversations. Plus, Craig will share his insights on overcoming unexpected challenges in public speaking and his top-tier advice for shop owners looking to enhance their communication skills.

Tune in for a wealth of knowledge and practical tips that can transform how you communicate in your business.

Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops

Lagniappe (Books, Links, Other Podcasts, etc)

Speak Up! Effective Communication with Craig O’Neill
Comfort Crisis: Embrace Discomfort to Reclaim Your Wild, Happy, Healthy Self by Michael Easter
Scarcity Brain: Fix Your Craving Mindset and Rewire Your Habits to Thrive with Enough by Michael Easter
Remarkable Results Toastmasters Club

How To Get In Touch With The Guest

Speak Up! Effective Communication with Craig O’Neill
LinkedIn - https://www.linkedin.com/in/craigoneillaam/

Show Notes with Timestamps

Introduction to the Episode (00:00:01) The host welcomes listeners to episode 116 and introduces guest Craig O'Neill.
Discussion on Communication (00:01:36) Craig and Kim explore the importance of communication and daily conversations.
Inspiration from Fitness Influencers (00:02:47) Fitness enthusiast Joey Swole and discusses gym etiquette.
Walking and Inspiration (00:03:10) Craig shares insights on walking as a source of inspiration and connection with his wife.
Toastmasters Experience (00:04:18) Craig reflects on his five-year journey in Toastmasters and its impact on communication skills.
Learning to Listen (00:05:11) The speakers discuss the importance of listening and how Toastmasters fosters this skill.
Power of the Pause (00:09:17) They highlight the significance of pausing during conversations to enhance communication.
Influential Authors (00:10:57) Craig talks about authors like Michael Easter and their impact on his communication journey.
Turning 40 and Fitness Changes (00:12:26) Craig shares his new fitness regimen as he approaches his 40th birthday.
The Comfort Crisis Book (00:14:11) Discussion on how the book “The Comfort Crisis” has influenced Craig’s perspective on health.
The Importance of Influence (00:14:36) Craig discusses the amplification effect of networks and how individuals can inspire each other in unexpected ways.
New Workout Regimen (00:15:56) Craig shares his new workout routine involving a rucksack, which he started on his 40th birthday.
Reflecting on Podcast Hosting (00:18:09) Craig recounts his initial reaction when asked to host a podcast, feeling surprised and honored.
The Essence of Good Communication (00:19:14) Kim highlights Craig's natural ability to communicate and connect with others easily.
Listening vs. Hearing (00:23:18) Craig emphasizes the importance of genuinely listening to people to foster meaningful conversations.
Communication Challenges in Family Business (00:26:36) Craig reflects on communication mistakes and challenges faced in their family business.
The Spiral of Dysfunctional Communication (00:27:51) Craig discusses how anger and frustration can lead to a downward spiral in communication dynamics.
The Importance of Connection (29:30) Discussion on how people often don't reach out for help and the importance of community.
Facebook Group Dynamics (29:53) Kim shares her protective approach to managing their Facebook group and the excitement of welcoming new members.
Influence of Dale Carnegie (30:34) Kim discusses the impact of "How to Win Friends and Influence People" on personal relationships and communication.
Tips for Remembering Names (33:00) Craig shares strategies for helping others remember your name in networking situations.
The Art of Introduction (35:30) The significance of introducing people and creating connections in networking events is highlighted.
Navigating Hard Conversations (38:02) Kim shares her experience with difficult conversations and encourages others to engage in them for peace.
Strategies for Effective Feedback (41:34) Craig discusses the importance of giving constructive feedback and the principles behind having hard conversations.
The Challenge of Hard Conversations (42:59) Craig expresses his discomfort with hard conversations and the need for ongoing discussions about them.
Crisis Management in Speaking (00:43:43) Discussion on handling unexpected crises while presenting and how it can alleviate nerves.
Compartmentalizing Emotions (00:44:37) Kim shares her experience of compartmentalizing personal issues during a presentation for better focus.
Unexpected Medical Situation (00:45:35) Brian's heart procedure causes a last-minute change in Kim's travel plans to Ogden, Utah.
Transparency in Teaching (00:46:28) Kim emphasizes the importance of being open and vulnerable with the audience during her presentation.
Inspiring Moments in Toastmasters (00:47:40) Craig praises Kim’s ability to connect with her audience and inspire them through her teaching.
Handling Last-Minute Changes (00:49:05) Craig recounts stepping in to lead a session after his colleague had to leave unexpectedly.
The Importance of Mentorship (00:50:10) Craig reflects on how mentorship shaped his speaking skills and prepared him for unexpected challenges.
Impact of Communication Skills (00:51:42) Discussion on the significance of developing communication skills for personal and professional growth.
Audience-Centric Approach (00:52:32) The speakers stress that effective communication is about focusing on the audience, not oneself.
Respectful Communication (00:53:02) Craig shares a lesson from his mentor on dressing appropriately to show respect for the audience.
Overcoming Speaking Anxiety (00:54:00) Kim narrates her experience of speaking after a famous singer and how she managed her nerves.
The Power of Honesty (00:56:01) Kim discusses using honesty and transparency to connect with the audience and diffuse anxiety.
Speed Round (00:56:36) A quick-fire segment where Kim and Craig answer fun questions about preferences and communication.
Introduction to Speak Up (00:57:48) Craig promotes his new show on effective communication, highlighting its availability on the aftermarket radio network.
Closing Remarks (00:58:02) Kim and Craig reflect on the enjoyable conversation, hinting at the potential for a longer discussion.
Podcast Sign-Off (00:58:04) Kim thanks listeners for tuning in and promotes the Auto Repair Marketing Podcast.
Show Recommendations (00:58:11) Kim shares information about other shows on the aftermarket radio network, including Craig’s new show, Speak Up.
Final Thoughts (00:58:31) Listeners are encouraged to engage with the podcast and suggest topics for future discussions.

How To Get In Touch

Group - Auto Repair Marketing Mastermind

Website - shopmarketingpros.com

Facebook - facebook.com/shopmarketingpros

Get the Book - shopmarketingpros.com/book

Instagram - @shopmarketingpros

Questions/Ideas - podcast@shopmarketingpros.com

Communicating With Questions: Jeremy and the Jungle [E006]

Mon, 02 Sep 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

This episode begins with a simple premise.

Craig recognizes his friend and former co-worker, Jeremy Glassco, as an excellent communicator and a man who asks great questions.

Shortly after introducing Jeremy- you’ll see what Craig means!

While exploring the topic of conversational questions, Craig invites Jeremy to explain his communication journey - which is a unique one.

Jeremy was raised in the jungles of Papua New Guinea. The son of a missionary family - Jermey, wouldn’t live in the US for more than a few months at a time until he was 17 years old.

This raised an interesting point - Jeremy highlighted a reality that few people experience, but we can all learn from. The concept of being a ‘third culture’ kid. A third culture kid refers to those who were raised in a culture other than their parents', and also live in a different environment or society in their early upbringing.

This conversation tackles everything from why asking questions was tactical for Jeremy, to how he came to join (arguably a 4th culture) the automotive industry. From there - Craig and Jeremy challenge each other's perspectives on the direction that communication is taking in technology like in apps, software, and of course with AI.

While listening, pay close attention to the questions that go back and forth between these two communicators… and enjoy some laughs along the way.

Watch Full Video Episode

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

App Fueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro”

Contact Information

Email Craig O'Neill: speakup@craigoneill.net

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

Discussing D-Day + 80 Years [E005]

Mon, 26 Aug 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

A lifelong student of history - this episode began as a serious topic of interest for Craig - and evolved into multiple conversations with a special guest.

For our listeners, we took our time with this episode and it was reviewed with careful consideration due to the significance of the subject.

On June 6, 2024 - many of us in the free world paused to recognize a significant anniversary. The 80th anniversary of D-Day.

D-Day, also known as Operation Overlord, was the allied invasion of Normandy to liberate Europe from Nazi tyranny.

There have been other milestone anniversaries of D-Day, but this year came at a very challenging time in the world and hits very differently that previous years for other reasons.

The conversation begins around why that is.

One term that was raised in one of the many articles written on the topic - was that we are losing our ‘tangible interpreters’ of the event.

The people who were there in 1944, the people that many of us knew or were even raised by, sadly, will not be with us much longer. The knowledge of these major events now passes to those of us fortunate to know those who lived it and to take care in how we communicate these events to new generations who soon will never have the chance to meet a veteran of WWII.

To help with this topic - Craig knew the perfect guest, Evan Wisner.

When sharing an anniversary article with Evan, that article highlighted the Army Rangers DDAY operation on Point Du Huc, a conversation followed that we decided to take to the recording studio.

Craig came to know Evan and appreciates his unique experiences and expertise as they are both members of Grand Rapids Toastmasters Club#404 - joining the club around the same time in 2019. This means - Craig gets to hear a lot of great speeches from Evan. Since Evan is both an EQ expert as well as a veteran of the war on terror who served alongside Army Rangers, you can be certain he brings a unique perspective to this conversation that makes it very much worth listening to.

We ask listeners to take into consideration that this was a discussion focused on one major operation of a larger campaign of a greater war, and that all history, especially discussion around war, is limited, and does not tell every story, and often needs context for understanding.

Thank You To Our Partners:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!

App Fueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro”

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

Friction is a part of Feedback with Chris Cloutier [E004]

Mon, 19 Aug 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

This week Chris Cloutier is my guest on the podcast - and not just as my boss or a sponsor of this program - but as an excellent communicator and influential leader and one who I feel is exceptionally talented at delivering GOOD feedback.

Even for people with above average communication skills - the necessity to give feedback is often one of the most uncomfortable situations regularly faced in our lives and careers.

In this focused conversation - Chris provides his valuable insight on the topic along with several stories while sharing his heart for being a positive influence in others lives.

I knew this needed to be a conversation for an early episode of Speak Up!

Chris has massively influenced my own communications journey, and it’s a real privilege to be able to invite him to share on a topic we routinely discuss, as it’s a topic that our working relationship has revolved around for these last several years.

Listeners looking for inspiration to improve their skills dealing with feedback will enjoy hearing what Chris has to say.

Watch Full Video Episode

Email Craig O'Neill HERE.

Thank You To Our Partners:

The Institute at We Are The Institute. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Aftermarket Radio Network

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.

Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.

Where Are We Communicating From? [E003]

Sun, 28 Jul 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

In this episode of the "Speak Up: Effective Communication,” Craig shares a recent experience speaking at a local Autowares Council meeting held at the excellent facility of Westside Auto in Holland Michigan.

With a nod to the appreciation for the venue—and yes, the challenges of presenting from a repair bay on a muggy summer night—we get a glimpse of the importance of tailoring presentations to the environment.

Part one of this episode was inspired by a humorous introduction from friend and fellow West Michigan native, Ryan Kooiman. The question Craig asks is, “Who was your opening act?” And who are you the “opening act” for in your network?

Part two of this episode will draw on the points Craig was delivering in the presentation that night - specifically on the context with which we are usually communicating from in our day to day interactions.

In summary - this episode marks a beginning by communicating the spirit in which this show was formed - and welcomes listeners to embark on their communication journey with our community!

Show Notes

Watch Video Episode
Toastmasters Meeting Experience (00:00:09) Craig shares his experience attending a Toastmasters meeting at a retirement home.
Autoworkers Council Meeting (00:01:07) Craig discusses attending an Autowares Council meeting in Holland, Michigan, on a hot day!
Ryan Kooiman Introduction (00:01:56) Craig introduces Ryan Kooiman, the first presenter, who works for Standard Motor Products.
Choosing Presentation Order (00:04:14) Craig explains the decision-making process for who presents first at the meeting.
Ryan's Humor and Opening Act Concept (00:05:08) Ryan starts with a joke, and Craig emphasizes the significance of being an "opening act."
Influences and Acknowledgments (00:07:00) Craig discusses the importance of acknowledging those who have influenced his career.
Walking and Reflection (00:07:59) Craig shares his personal goal of walking 1000 miles and how it aids his clarity.
Effective Communication Insights (00:09:15) Craig emphasizes the importance of understanding and influencing others in communication.
Engaging the Audience (00:13:50) Craig shares his method of starting presentations with audience engagement questions.
Negative Push Sales Environment (00:14:51) Craig explains the challenges of selling in a "negative push sales environment" in auto repair.
The Importance of Specialization (00:15:52) Discusses the hyper-specialization in the automotive industry and its impact on effective communication.
Client Understanding and Trust (00:16:46) Highlights the communication challenges between specialists and clients, emphasizing the need for trust.
Overcoming Communication Barriers (00:18:51) Explores common client fears, such as being overcharged or sold unnecessary services, and the role of communication in alleviating these concerns.
Simplifying Technical Explanations (00:19:59) Stresses the importance of clear communication when discussing technical issues with clients, avoiding unnecessary complexity.
Restoring Peace of Mind (00:21:02) Discusses the psychological aspect of vehicle repair, emphasizing the importance of restoring clients' peace of mind alongside functionality.

Email Craig O'Neill HERE.

Thank You To Our Partners:

The Institute at We Are The Institute. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

Diagnosing Communication Problems A to Z [E002]

Sun, 28 Jul 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

Watch Full Video Episode

Recorded Live at AAPEX 2023 Carm Capriotto, Craig O'Neill, and Matt Fanslow to discuss the launch of a new podcast by Craig O’Neill ‘Speak Up: Effective Communication,’ focusing on communication and leadership in the automotive industry. They explore the importance of effective communication, challenges in family businesses, and the impact of fear and ego on workplace interactions. The episode emphasizes the need for better communication skills, understanding emotional dynamics, and embracing change for professional growth.

Show Notes

Watch Video Episode
Communication Challenges (00:03:28) The importance of effective communication in the automotive industry.
Family Business Communication (00:05:38) Discussion on the complexities of communication within family-run automotive businesses.
Ego and Identity in Communication (00:06:04) The impact of ego on communication dynamics in the automotive repair industry.
Fear of Communication (00:09:25) Exploration of the fear surrounding conflict and communication in professional settings.
Effective Change and Communication (00:11:38) The need for new emotional relationships and communication skills for effective change.
Reframing Communication (00:11:42) Importance of reframing perspectives for better communication in professional and personal contexts.
Course Correction in Business (00:14:56) Discussion on the concept of course correction in business practices and communication.
Introduction to Communication Issues (00:16:24) Discussion on diagnosing communication problems and the importance of addressing them in the automotive industry.
The J Curve of Change (00:18:08) Explanation of the J Curve model, illustrates the initial dip in performance during change.
Understanding Team Dynamics (00:19:45) Emphasis on recognizing individual team member responses to change and the learning opportunities from other industries.
The Role of AI in Communication (00:20:06) Discussion on how AI is affecting communication skills and the potential loss of authenticity.
Authenticity in Writing (00:21:44) Theory on authentic writing and the importance of personal engagement in communication.
Journaling as a Communication Tool (00:24:15) Advocacy for journaling to enhance communication skills by organizing thoughts and reflections.
Technology's Impact on Focus (00:25:36) Concerns about technology distractions affecting attention and cognitive processes.
Collaboration and Team Dynamics (00:27:01) Celebration of teamwork and the excitement of collaborating to advance the automotive industry.
Podcasting and Communication Skills (00:28:03) Discussion about the nuances of podcasting and the importance of effective communication in this medium.

Email Craig O'Neill HERE.

Thank You To Our Partners:

The Institute at We Are The Institute. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

The Communications Journey Starts with Listening [E001]

Sun, 28 Jul 2024 00:15:00 -0400

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

In this introductory episode of the "Speak Up: Effective Communication" podcast, host Craig O'Neill emphasizes the importance of effective communication in both personal and professional contexts. Craig shares his journey of improving his communication skills, highlighting active listening and genuine interest in others. Craig and Carm Capriotto discuss their experiences with Toastmasters and the significance of overcoming the fear of public speaking. The episode sets the stage for future discussions aimed at fostering better communication skills among listeners.

Show Notes

Watch Video Episode
Discussion on Toastmasters (00:01:30) Craig and Carm Capriotto share their experiences with Toastmasters and its impact on communication.
The Importance of Communication Skills (00:02:46) The necessity of effective communication in personal and professional settings.
Fear of Public Speaking (00:03:31) Discussion about glossophobia and its prevalence among individuals regarding communication anxiety.
Communication Beyond Public Speaking (00:04:24) Craig highlights that communication is relevant in everyday interactions, not just public speaking.
Stigma in the Automotive Industry (00:05:29) The negative perceptions of the automotive industry and the need for professionalism.
The Journey of Becoming a Better Communicator (00:06:03) Craig shares his personal journey towards improving his communication skills and learning from failures.
Universal Communication Skills (00:07:05) The conversation shifts to how communication skills apply beyond the automotive industry.
The Impact of Communication (00:11:14) Craig discusses the responsibility of leaving a positive impact in every interaction.
Active Listening (00:11:59) The importance of active listening as a fundamental aspect of effective communication is highlighted.
Learning from Toastmasters (00:12:19) How joining Toastmasters improves listening skills.
The Role of an Interviewer (00:14:10) Discussion on the learning curve of being a good interviewer and the importance of listening.
Genuine Interest in Others (00:15:42) The necessity of being genuinely interested in others for effective communication.
Introduction to Craig O'Neill (00:16:13) Craig's passion for communication and his background in the automotive industry are introduced.
Influences on Craig's Communication Skills (00:16:32) Craig shares the impact of mentors and trainers on his journey to becoming a better communicator.
Aims of the Podcast (00:17:11) Craig expresses his goal for the podcast to share strategies and stories that inspire others.
Conclusion and Future Collaboration (00:19:08) Craig looks forward to collaborating with colleagues in the Aftermarket Radio Network and advancing communication in the automotive industry.

Email Craig O'Neill HERE.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

Email Craig O'Neill: speakup@craigoneill.net
Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach