Town Hall Academy - Archive

Make your Competitor Your Friend [THA 163]

Carm Capriotto, AAP — Thu, 19 Mar 2020 00:15:00 -0400

https://youtu.be/OpwPVKUNwhg

Brad Pellman first started working in the automotive industry at the age of 15 and over his career has held a wide variety of jobs at both dealerships and independent repair shops. In 1995 this dream of owning his own shop became a reality when he opened up Pellman’s Automotive in Boulder, CO with his wife, Lisa.

Brad is ASE master certified and AAM designated as well. He is currently on the Board of Directors for ASE and ASA Colorado, with past board involvement with CCPN and the TECHNET Automotive Council. He has had the added privilege of being designated as one of the Motor Age Top shops in the country. And hopes to continue to raise the awareness and importance of Independent automotive repair across the country. Brad’s previous episodes HERE.

Peter Foreman from Integra Tire, Second Generation Shop Owner, 39 Years old from Langley, BC. Peter literally grew up in the shop. As a baby, there was a cot in the office while his mom Cheryl did the books! Taking his Dad Dave’s beliefs and expanding on them, Peter went out and made a career on his own in the auto parts industry before deciding to come back and help his family bring the shop into the next age of auto service and repair in 2005. Peter is happily married with two children. His children love to visit the shop as well. Maybe there will be a third-generation one day! Learn of Peter’s Previous episodes HERE.

Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours of travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going. Learn of Paul’s Previous episodes HERE.

Key Talking Points:

Big reality is that there is enough business for everyone.
You cannot work on all the cars that drive by your shop
Problem is not the shop across the street or down the road
Many shop owners have learned from their peers
Smart shop owners are in a network and talk weekly
There is no reason to create from scratch. Get ideas from colleagues, tweak to make them yours and implement. It is called R & D. Ripoff and Duplicate
It is better to have friends than enemiesCall for support from a local team or network can help you solve a problem
If you get along they can be there to help you
You see strong comradery at events like Vision. Why can’t that get down to the very local level?
You solve problems by having resources. Friends in your market can help you
In Peter’s group, they used to have a Google sheet that listed all their tools so they knew what they could borrow
If you borrow a tool twice you should own it
You can also share business challenges and marketing ideasSome have even helped with a tech
If you share marketing ideas use different companies to keep your identities separate
Visit every new shop in your area. Just stop in.Ask for their opinion on things. Tools, training, etc
Encourage the shop down the road to visit aftermarket events including social events and training
No secret sauce exists. Don’t worry about someone taking ideas. That is the point. Make it your own and grow your business
Don’t ever talk negatively about another shop. It does not make you look good. It makes you look small
Always defend shops in your town
You may discover a customer who is never happyFriends share that information
We are all in the business for the same thing and we cannot work on every carWorking together insures your own success
Fighting one another never grows a great industry
“You’re the average of the five people you spend most of your time with.” Jim Rohn
Friends help you. Make your competitor your friend. It is not a bad thing. It will help you grow your business
Help each other with tools and similar software systems.
Small Shops … Big Egos. It is real not to share and have your Ego get in front of important decisions.
You’ll never get better if your ego rules
If your customer ends up at the shop up the street. Then you screwed up.
Friendships enable your success

Resources:

A special thanks to Brad Pellman, Paul Marquardt, and Peter Foreman for their contribution to the aftermarket.
Books Page HERE
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

Are You Paying for Training? The Right Thing To Do [THA 162]

Carm Capriotto, AAP — Thu, 12 Mar 2020 00:15:00 -0400

https://youtu.be/IITVoBkJ1-A

Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of MWACA where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes HERE.

John Long started to gain more interest in vehicles and just after his 21^stbirthday he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could.

In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning. Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE.

Tyler Hubbard is the owner, I-70 Auto Service, Kansas City, MO. Listen to Tyler’s previous episodes HERE.

Key Talking Points:

One of the best ways to grow your technicians is to pay for their training
Consider incentives for the number of hours. See this episode with Bill Hill: FTR 075: Bill Hill – Yearly Bonus is All About a Commitment to Training
Promote to your customer that you are closed for trainingLet them know of your commitment to stay on the cutting edge
Use your invoices, signs and social media to promote your training commitment
The best networking happens at the breaks and in social events during any conference, especially at Vision
When back at work hold lunch and learns and share what each other learned and what resources are available.When you teach you learn
Hold deep discussions on what each learned. Do this over a few weeks so you can spend some quality time on each lesson
Team bonding is at an all-time high when you bring your team to a training conference.
Some techs will leave shops when they will not pay for their training
Be sure that your techs all go to different classes
Lunch and learn where your techs share new ideas that they discovered or learned. Make this a part of your meetings
How do we test if the training worked
You need to want to see your people be successful
Track comebacks to find weaknesses in training
Training saves your tech time. Time is money
If you are going to provide the best customer service, not training your techs hurts that commitment
You gain a competitive advantage with your commitment to training
You need to fix yourself and then you’ll find better ways to build a better business
Investment in training as a percent of sales needs to be budgeted
John Long spent $90,000 on training. It was 3% of his business
Techs want to be trained. If they don’t it is time for them to find another shop
Every position in the company needs to be trained: CEO, Service Advisor, Technicians and back office
Hire a business coach to help you run a better business and hold you accountable
Training hours per year required and reviewed each quarter. Many owners pay an incentive to hit their training goals
Careful. Not all training is good training. Don’t stop training if you have a bad experience, but learn about trainers, venues and content
How to:Put monies away for training: Scrap iron can be used to fund training
Supplier rebate’s (debit cards used to pay for training)Parts suppliers and dealers have rebates.
Suppliers have great training. Partner with your suppliers to bring in the training you need
Local and regional training comes to your city. You do not have to always go to national events
Gather your local shop owners and bring in a national trainer
In house training with a top diagnostician to teach your B and C techs
Build training into your labor rate. No customer will notice
If you pay for training you can go on better vacations

Resources:

A special thanks to Keith Williamson, John Long, and Tyler Hubbard for their contribution to the aftermarket.
Books Page HERE
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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Insurance Coverage Review – Part 1 [THA 161]

Carm Capriotto, AAP — Thu, 05 Mar 2020 00:15:00 -0400

https://youtu.be/QBQiSKOEIG4

Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE.

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee Retention

Key Talking Points:

Insurance is a contract between the business and the insurance company
Two typesPhysical propertyWhat you own
Your Customers property
LiabilityYou are responsible for damage to others and their property
You have more responsibility than an individual
When you hire someone you say you trust that person
When they do something wrong the liability is on you.
These claims are going through the roof
Yearly audits are done with your agent. Sometimes twice. They may ask:Are there name change
New property
Mailing address
Changes in equipment
Look at revenue
Changes in payroll
Look at loaners and the limits you want
And many more
LoanersYou must check if your customer has a valid license
You must check if they have valid insurance
No different than a rental car contract
You need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form)
You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself.
If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insurance
Some customers can go through their app to send you a declaration
How Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductable
Actual cash valueTake the depreciated amount out
DeductiblesThere is a hidden value in deductiblesWorkmans compUpfront saving
Can prevent your MOD rating by paying a portion (experience rating)
The number of claims increases your premiums. Higher deductibles can save you money, however, your exposure is higher
Good processes and quality programs help minimize your risk
Report all claims. You can make it report only. Get it on record, you can always pull the claim.
Cost management: Insurance deductibles and coverage
Business and persona umbrella policy is a givenUmbrella policies sit above all other policies and provide you additional coverage
With insurance, you get what you pay forWorking with an agent face to face is a huge value to your business
Business interruption insuranceConsider the length of time you may need. It will always be longer
If you don’t report all your income then you also have a gap you’ll need to deal with. Get all your sales on the books
Nothing good happens after midnight
Have proper limits
You should ‘What If’ with your insurance agentWhat Happens If ….

Resources:

A special thanks to Bambi Crozier, Kim Auernheimer, and Brad Hazelwonder for their contribution to the aftermarket.
Books Page HERE
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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Open Forum: Ask the Shop Owner – Part 2 [THA 160]

Carm Capriotto, AAP — Thu, 27 Feb 2020 00:15:00 -0400

https://youtu.be/fi3oBrNmE9Q

Andy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.

Maryann Croce was a banker turned business owner. Tony was a technician turned shop owner. Her biggest mistake as a new business owner was thinking she had to do it all. This is one of the reasons why her signature talk “Gain Control by Letting Go” was created. Maryann is also a member of Women in Auto Care and owns smallbizvantage.com. Hear Maryann in her previous episodes HERE.

Tony Tatich is the General Manager of TMT Automotive, Bremen, IN. He works on solidifying his current shop while building human capital. He is, currently, exploring a second location with the second shop already located. One of his present challenges is finding the right person for the second location. He thinks about his continued growth personally, business, and into multiple facilities. he is working through challenges of growth & being a Yes shop in massive growth periods.

He is looking for harmony and to build a shop that runs 100% without his involvement. He leads a staff of technicians that are 21, 28, & 33 with a senior technician @ 54, Growing out next people homegrown! He is very excited about – 2nd child on the way, 19.8% growth in the first 6 months! Find out more about Tony’s episodes HERE.

Key Talking Points:

Where are you getting your new customers?Old fashion mailers
Facebook groups
Small fleets (other business owners)
Building relationships from all sectors, building trust
Google ad words
Community
Social media. Paid and organic
Mailers
Show you are different in your value proposition
Google My BusinessAndy was able to cut his cost of clicks down substantially
Growth strategy from TMT (Tony) took them some time to find their first. They have a goal of 5 storesMany have goals to grow and sell to a regional consolidator
Time hack:Get off of Facebook
Manage your time by theme days or activities
Manage your tasksSend a text on your tasks to yourself and not open it until morning
Plan your day the night before
Find a brick of time (blocks)
Cross of a list and get the closure of completion
Average Repair Order GrowthLook for the ‘Smalls’Lightbulbs, air filters, cabin filters
400% Rule100% Inspected
100% Quoted
100% Talked to Client
100% of Follow Up
Balancing with Rotation
Be responsible for your customer vehicle
Tony wants to find a shop with a low car count and low AROHe will increase that immediately, overnight with procedures and customer service commitment
Understand what the client’s goals for their vehicle is. This will help you decide maintenance for the long term
‘Call Us For Anything’ A sign in your shop that professes your support to their vehicle safety and reliability. Texting, calls
A forever discussion with every client
Tony offers a loaner car on the weekends when they are closedWe are in a need it now world
Customers want help and assistance NOW
Create a lockbox with a code with keys for a loaner car
Maryann has any message answered when they are closed
Andy did an employee engagement surveyDiscovered internal communications was a weakness and easy to address
Trends.Andy says the industry is splitting into three segmentsVery High Service, High Touch, Specialists, BoutiqueInvestment needed in technology tools/solutions
ADAS example. Future self-calibration
Dealership
Chains
A one shop company may not be able to afford the equipment, tools, and training to keep up
Andy Bizub’s business coach was quoted as saying, “The dealers around you want to raise their labor rates but they can’t until you do”.A vicious spiral
When you lead with your heart you many not be sustaining the business. You’ve got to thrive if you are going to stay in business. Charging for services rendered is tough but must be done. Charging commodity pricing will not sustain your business

Resources:

A special thanks to Andy Bizub, Maryann Croce, and Tony Tatich for their contribution to the aftermarket.
Books Page HERE
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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Service Advisor Role Play #4 [THA 159]

Carm Capriotto, AAP — Thu, 20 Feb 2020 00:15:00 -0400

https://youtu.be/t3cgw0Mbc2Y

With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.

Todd Zimmerman is Dynamic Automotive's Location leader. Previous episodes HERE.

Jayson Preston. Supervisor, Parts and Service, Curt's Service Inc., Oak Park, MI Previous episodes HERE.

Key Talking Points:

Role Play #1 - Incoming Lead: Calling for a price on a Timing Belt. 2012 Honda Odyssey Touring 3.5 122,500 Miles. Original Belt
Getting the car into the shop is a priority
No dead air on phone call- connect with customer and keep them talking, guide call and establish control of the conversation
When you answer the phone be fully present
Pricing is transparent, don’t be afraid of it
Role Play #2 - Sales Presentation - Oil Change Customer. 2017 Honda CRV AWD 63,900 Miles.People deny work depending on price, trust, or no time
If you don’t know why the customer is turning down work then you can’t fix vehicle problem
Brake pads- safety issue
Give one total price instead of line by line price
Role Play #3 - Selling Diagnostic Services over the phone. The customer calls in and asks how much to diagnose my check engine light.
Asked for appointment multiple times
Need to ask the type of vehicle
Stand ground for a testing fee- able to accurately fix the vehicle with running proper testing, taking the guesswork out of the equation
Safe to drive? Yes can drive it to shop to get it fixed
RCA- root cause analysis

Resources:

A special thanks to Jeremy O'Neal, Todd Zimmerman, and Jayson Preston for their contribution to the aftermarket.
Books Page HERE
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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Shop Owner Open Forum [THA 158]

Carm Capriotto, AAP — Thu, 13 Feb 2020 00:15:00 -0400

Panel:

Rachael Wacha, City Auto Repair, Gainsville, FL
Kate Jonasee, K-Tech, Sebastopol, CA (MSO)
Donnie Hudson, Troy Auto Care, Troy, MI (MSO)
Jeremy Winters, Service Manager at Weavers Auto Center, Shawnee, KS

Talking Points:

Kate’s big thing was the improvement in her company culture and the psychology of herself as a leader was impactful.
Rachael, getting yourself centered so you can make a change with your team
Some on your team will exit themselves as they choose not to be team players
Technical and management training is so important to the development of your team
Donnie does cross-training so each other knows the other job
Training happens when the culture breeds continuing education
Localize training needs to be more hands-onHire a national trainer and split costs with fellow shop owners and set up a Saturday for a daytime hands-on
Labor rates are a reflection of your value proposition.
Labor rates should be a function of the business not of the market
If you did your job right it is never about the labor rate
Customers want to trust you
Rachel sells here value vs price or labor rate
Customers ask price or rates because they don’t know what else to ask
Focusing on the customer is part of your culture. They will now it and feel it
You can offer a value proposition for your customers even if you just started. Start out strong with a strong culture and commitment to your team and your customerSurround yourself with people smarter than you
Ask other shop owners 90% of them want to help. Put your ego on the shelf. Be humble
Weavers got completely off of flat rate. They have six-figure technicians on an hourly planYou can tie many performance bonuses
Donnie and kate has put in place an IRA plan for their techs
Comebacks:Handled as a #1 priorityThis show the character of the company by how you handle come backs
Consider a system to track every come back to spot a trend
Kate and Jeremy are watching the growth of EV’s
Kate and Donny are not heavily into Hybrids
Rachael feels that having peers and colleagues helping her has had a big impact on here business
Kate feels that her business coach has had a huge impact on her businessShe recently had 36 other shop owners touring her facility where there was knowledge transfer happening for everyoneBonding and Q & A happening
Idea sharing
Jeremy has seen the impact of a business coach on the business. A game-changer
Donnie’s coaching experience is from his local business development group. Sharing, caring, teaching
Succession planning. How do you plan to doEvery decision you make should be on succeeding the business
Family businesses have unique dynamics. Open communication is critical
If you can’t find a successor with the passion necessary you don’t have a good candidate

Resources:

A special thanks to Donnie Hudson, Kate Jonasee, Rachel Wacha and Jeremy Winters for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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Mobile Listening APP's HERE

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Flat Rate vs Hourly-Bonus Hybrid Pay Plans [THA 157]

Carm Capriotto, AAP — Thu, 06 Feb 2020 00:15:00 -0400

The Panel: Jeff Matt from Victory Auto Service in Minneapolis and St. Petersburg, FLA, was featured in episode 48. Jeff owns six locations with one being in Florida. He has over 40 team members and has grown through acquisition. Jeff opened Victory in 1997 as a one-bay shop and has slow steady growth over the years. His growth offers up a great view of multi-shop ownership. Episodes Jeff Matt is featured in HERE. Michael Maloney is president of Convenience Auto Service and owns two general repair facilities in Ann Arbor, Michigan. Mike brings a fairly unusual blend of corporate technical expertise and business leadership to his shops. “I spent thirty years working in large companies, but always wanted my own business.” He launched that dream following his retirement from a series of ‘regular jobs.’ His insights into spaces where automotive, consumer electronics and customer service intersect are drawn from real world experience with some of the world’s most successful and innovative companies, including Ford, Nokia, Tyco, GM, Apple, B&W, and Microsoft. His leadership of technology acquisitions, engineering, manufacturing, and purchasing for companies in the consumer electronics, audio and auto spaces gives him a unique perspective relative to other shop owners. Listen to Michael’s Episodes HERE. Corey Evaldi grew up in Buffalo, NY (Lackawanna). He owns Olmstead Auto Care, Olmstead Falls, OH. His dad had his own auto repair shop before Corey was even born. In 1988, he built the shop that is still in business today. He started to enjoy the electronics and troubleshooting of vehicles really young. During his junior and senior year of high school, He went to Potter Road Career and Technical Center and took the Automotive programs. His senior year had an automotive competition at ECC, local community college. In 2015 he returned and was overwhelmed with the responsibilities of running a shop. he was a technician, service writer, accountant, clean up person, the fireman that extinguished fires all over. He could not keep doing what he was doing. He produced 40% of the billed hours out of 4 techs. He looked for help. Found a coaching firm that really showed him what a business owner looks like. After implementing the changes, there was extreme push back from the existing crew. After standing firm on most things, change over was inevitable. Listen to Corey’s Episodes HERE. Joe Hanson owns Gordie’s Garage. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. Listen to Joe’s Episodes HERE. Talking Points For Flat Rate

Jeff Matt: I've never met an hourly paid technician or a technician with a high guarantee of pay that is a high producing technician.
Our limited commodity is time.
To be an effective leader we need to know that pay is just one part of an employee experience
You need to keep your shop full
When they produce you need to be willing to pay them
Mike’s tech's hourly rate goes up fast when they hit the breakeven number. He has tiers of hour they need to perform
Jeff:End of day on a Friday when a battery comes in the door. He says if flat rate the customer, the tech and the shop will all win. An hourly tech may not have an incentive to help the customer in this circumstance
Mike says the pay plan should take on the personality of the owner and how he leads
Mike’s SMS shows the team where they stand on their hours so they can see their next bonus tier
Mike will pay a GS or Tire Tech by the hour
An example from Mike will offer an hourly bump at 35, 40 and 45 hours
On a comeback, Mike will pay the tech to make it right.Own up to your mistakes
A satisfied customer is job security
Jeff says that the hybrid/hourly plans are a modified flat rateHe wants them simple without profit discussion. That is the owners responsibility
Need the right staff upfront. Another discussion needed
Mike says his technician team is family and he needs to generate enough sales action so they get the hours they need
Jeff has testing levels he sells and it works in his flat-rate systemLV1, LV2 and LV3 of testing he sells
You need a service advisor not afraid to sell diag time

Talking Points for Hourly

Joe places ads that specifically state: ‘Are you fed up with flat rate?’
Joe sees good competitiveness among techs but not when it creates tension
He likes when everyone works together for a common goal
Joe like to put a great team together
Corey started as an hourly tech with an incentive.
Corey realizes his job is to create work for this teamHe has a tiered system.
Every shop has a break-even number so he works his tiered system to take that into account
Joe says the pay plan drives the culture
Joe tests his team to find compatibility with each other. He knows their tendencies to communicate with each otherHe has a billable hour goal and the team shares the incentive
His team works together to help each other
Each shop needs to create a pay plan that works for them
Consistency is important to Joe’s techs. His program takes the edge away from family finances

Resources:

A special thanks to Mike Maloney, Joe Hanson, Corey Evaldi, and Jeff Matt for their contribution to the aftermarket.
Books Page HERE
Discover the podcast Series HERE.
Research with Key Words HERE.
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at shop-ware.com

Localizing National Training [THA 156]

Carm Capriotto, AAP — Thu, 30 Jan 2020 00:15:00 -0400

https://youtu.be/FTGZbgwjMXE

The Panel:

Bryan Gossel, BG Automotive, Fort Collins CO Brian's Previous Episodes HERE.

Phil Carpenter, Director of Operations, Urban AutoCare and Avalon Motorsports.

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Judi’s previous episodes HERE.

Key Talking Points:

Training is Maintenance
Why is the participation low at so many regional and/or national events
Listen to the commitment from Phil Carpenter as to the number of venues and how many of his team are going to matter how far including Vision, ASA Colorado Summit and STX
Localize training with your fellow shop owners. Don’t call them competitors call them allies
Classes for technicians, service advisers and owners
The power of networking beyond the training
Build grassroots in your community and create a culture of sharing
Be the hand up not the handout. Give.
Also, be willing to receive and then implement a great idea. Don’t regret for years not implementing
Realize that there is enough business for everyone. You cannot fix all the cars
A good shop wants the shop across the street to be as good as them
Same faces show up for training
When will shops hit the wall because they are not training? Many may have already
Bring in national trainers to your marketplace, get together with your allies and split the costs
Have all local competitors work together on training. There is no competition when it comes to the power and value of training
If you don’t implement the key things you learn you just wasted your time
When you teach you learn
ADAS training should be required for all owners, techs and service advisers. Understanding the complexities and calibration routines will help communicate with your customer and respect the technology while working on an ADAS equipped vehicle
Asking for help is a sign of strength not weakness
Consider a training bonus at year-end
Pay for all training
Do not ask for a written commitment to stay with the shop after you invest in training
Find a close friend who owns a shop and work together as collaborator and an ally

Resources:

A special thanks to Bryan Gossel, Brad Pellman, Phil Carpenter, and Judi Haglin for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook Twitter Linked In Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

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Are You Selling Tires? [THA 155]

Carm Capriotto, AAP — Thu, 23 Jan 2020 00:15:00 -0400

https://youtu.be/wVGKlTmEsFE

Jae Malinowski has been in the automotive trade for 25 years, starting in the auto-body industry at 18, he then transitioned to auto sales for a couple years. When a chance encounter with a headhunter introduced him to the tire industry. He started out in a management training program starting doing commercial tires to learning service agriculture, forestry and mining tires. He had opened his first shop at 28. A new startup with 4 employees after five years. They had 16 employees and 5 million dollars in sales. After parting ways with his business partners, he wasn’t sure if he wanted to go back into the tire business.

After working for a couple of luxury brand auto dealers selling cars, he decided to get back into the tire industry (because no one ever leaves the tire industry). Starting his current venture Faithfull Tirecraft in 2014. Jae knew his best chance at success would be to align his new shop with a national banner brand that he knew would give him the best chance of succeeding. The Tirecraft dealer network in Canada are all independently owned making it Canada’s largest dealer network of tire dealers and automotive repair facilities. He started Faithfull Tirecraft with a focus as a tire service shop, with luck with his first two hires, he was able to get two really good automotive repair technicians and immediately pivoted towards an automotive general repair facility that had a 50/50 split machinal maintenance and light-duty and commercial tires.

Chris Tolleson opened 49 Tire Pros Pros in October of 1990. Chris had been "gum dipped" as the old-timers say since birth. Bill Tolleson, Chris's father, has been with Bridgestone/Firestone since 1966. Before opening 49 Tire Pros, Chris had been employed by Bridgestone/Firestone for 7 years, the last two as the youngest manager in their 1,600 store chain, in Hattiesburg, Mississippi.

In 1990, Chris was able to move back home, to Florence and open 49 Tire Pros. The communities of Richland, Florence, and Pearl grew and so did 49 Tire Pros. In 1999 49 Tire Pros expanded from a small waiting area and 8 service bays to 12 service bays and a much larger waiting area, office suites, and doubled our warehouse space.

49 Tire Pros is one of the south's largest Bridgestone/Firestone affiliated dealers. Since 49 Tire Pros opened in 1990 Bridgestone, Firestone, and Dayton have been it's core tire lines. 49 Tire Pros also has grown to become a dealer for Michelin®, BFGoodrich®, Uniroyal®, Goodyear, and Dunlop. 49 Tire Pros also carries many other brands like Cooper, Falken, Hankook, Mastercraft, Winston, and many more. At 49 Tire Pros we like to say "We've got your size, we've got your price!"

He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall.

Jim believes in a strong process-driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity.

Automotive Alley also specialized in street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary. Listen to Jim’s previous episodes HERE.

Talking Points:

Chris runs a 50/50 split between tires and service
Selling tires makes your shop a one-stop-shop
Many independent tires only shops are getting into the service/repair business
Tire technology will rise with the advent of sensors that will communicate with the vehicle. Traction information will help the vehicle know how to steer.It will make tires much more expensive
Tire margins are not strong. You need to accept the dollars per sale instead of the Gross Margin Percents you target for repairs.
In one hour you can mount and balance four tires.
Alignment machines and tires go hand in hand
Why send a customer to a tire store.
Small specialty shops send the ‘tire guys’ work. They send their customer to them. That allows the customer to find a new home for service.
Chris does not like to send his customer to another place
Being part of a banner program is a big advantageMarketing, brand access and year-end rebates
Allow you to compete a little better
Selling tires like all your services is about educating your customersGood organic social media on tires can help in education
The specialty shops advertise heavily
Selling road hazard warranties and alignments help round out the sale
Careful on getting into the tire business full boreMust be very competitive
Shops that do quality inspections should sell tires as a one-stop-shop
Some shops can’t afford their A or B techs doing tires. They lack manpower and space to do tires right
Jae will install a tire not purchased from him.On-line options are big
They can become a customer long term

Resources:

A special thanks to Jae Malinowski, Chris Tolleson, and Jim Fleischman for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

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Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

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Cash is King and Important to Your Business [THA 154]

Carm Capriotto, AAP — Thu, 16 Jan 2020 00:15:00 -0400

https://youtu.be/2TsUdp6UpZI

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.

Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.

Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE.

Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business.

Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry.

Listen to Greg’s previous episodes HERE. Transformers Institute HERE.

With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE.

More businesses go out of business from lack of cash instead of a lack of profit. Too many run their business out of their checkbook
Undercapitalized, underinsured and lack of cash are indicators when things are not right in OZ
You need a credit line. Get it when you don’t need it. It will help you grow and sustain.
Cash does flow to Accounts Receivable. It is not a great place to spend your cash. If your business has fleets then no more than 20% of a six months sales average should be in AR. You must collect your money
Managing costs is a big component of cash management.
Bob Greenwood looks at the amount of labor sold to the total wage package of the entire company. Total grossed-up including benefits. If you achieve 1.30 of total labor to one dollar in your total wage package.
Build a reserve fund of cash. Example $10 per RO each month
Too many spend when they have cash and don’t when there is no cash. This is not a great strategy to manage cash
Budgeting is not a dirty word. Budgeting is cash management
When you are spending your cash you have to ask yourself how will this expenditure help my business
Jeremy looks at cash managementSurvival (Tier 1)Mass scramble to put cash in the bank
Stability (Tier 2)Know you can cover the bills, accounting in order, where is the cash coming and going
Significance (Tier 3)Begin to grow wealth
If you are not making enough money, charging a fair price (enough) is important. You have to believe and have confidence in what you are giving for value received for your customer
Triple check your margins. Bills are paid out of gross margin dollars, not margin percent.
Watch the TV show ‘The Profit’ and learn something
Target market a specialty you and your team have
Get a business coach so you can learn the power of Key Performance Indicator measures
Will an equipment purchase or lease generate enough revenue to pay for it? You will need to be sure you are doing all you can to market and sell the services that support the equipment purchase. How will you pay for the equipment
Service advisor role is to bring in the profitable sales
Bob looks at billed hours per Repair Order [RO]Create daily and weekly objectives and share with the team every day
If billed hours are weak then you are missing a lot of opportunities
The average shop is 1.4 - 1.7 billed hours per RO for consumer work and it should be 2.5Find ways to bring it up
There is money in tires maybe not the best margin, but money is there
If you want to sell your business to a big player you’ll need to have tires in your mix
Do not co-mingle funds. Personal is separate. Don’t devalue your company with personal assets on the booksKeep personal and business separate
Slow down and think about your business so you can evaluate your business. Know your numbers and ask how are you utilizing your cash
Take action. Save some money each day.
Pay your people well. You need profit and cash

Resources:

A special thanks to Bob Greenwood, Jeremy O'Neal, and Greg Bunch for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook Twitter Linked In Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

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Pricing Parts Purchased from Dealers [THA 153]

Carm Capriotto, AAP — Thu, 09 Jan 2020 00:15:00 -0400

https://youtu.be/GhJt-YtPMqA

The Panel:

Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry.

Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry.

His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry.

Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002.

Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes HERE.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He brings to the table a career’s worth of technical experience, twenty plus years of management experience and four years of fleet management experience. He owned and managed several successful automotive repair shops.

Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair shop owner since 2006. Rick owned and managed several successful automotive repair shops.

Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications such as AutoInc, MotorAge, Parts & People, Auto Report, Automotivation and Ratchet & Wrench. His blog was voted one of the top 10 in the country and was featured in Success Magazine.

In addition, while a shop owner, he has served as

President of the Massachusetts & Rhode Island chapter of the Automotive Service Association,
Mechanical Director of the Massachusetts & Rhode Island Chapter of the Automotive Service Association and
A member of the ASA National Mechanical Operations Committee.

Rick has been training and speaking at industry events across the country including AAPEX for the Auto Care Association, VISION for ASA Midwest, EXCEL for AASP MO, Shop Survival Summit for AASP PA, ATE for ASA NW and ASTE for IGONC. Listen to Rick's previous episodes HERE.

Fear. The unwritten rule that we are supposed to be cheaper than the dealerThe cost of repairs is higher than ever; don’t be afraid to charge properly
You can’t grow a business from a place of fear
Rick White: I would rather explain my price one time rather apologize for poor quality over my lifetime
Don’t treat your customers like the dealer. You will quickly go out of business
Our value proposition for the customer should take the fear of a proper mark-up out of the equation.Do you deliver: Trust, safety, warranty, accessibility, reliability, timeliness and dependability to your relationship.
Start with your net profit strategy in mind. Parts Mark-up is an important element in supporting your net profit goals.
Dealers mark-up the parts they use in their service baysSome customers say they can get the job done at the dealer for less money. That should be an easy value proposition to sell against
List price does not predicate what you should sell the part for.
‘Dealer Parts’ is the wrong phrase to ever use. A part is a part is a part, wherever you get them (careful not always true). Aftermarket or Dealer Parts should have no bearing on any pricing strategy, quality, performance, risk, exposure and warranty among other reasonsCall your suppliers Primary Vendor and Secondary Vendor. Do not mention supplier or Dealer.
All parts should be put through a matrix
Use the HAND test for each part purchase invoice. Cover up the vendor name with your hand. It doesn’t matter where you purchased the part. You’ve got to make a proper margin
Get off the price point and talk about your value proposition. The entire team need to be on this page
Three Questions to Qualify a Price Shopper. You are looking for the right customers.What makes you think you need a ____________
Why didn’t you have the other shop do the repair?Too much money and doubt may be the answer
It sounds like you are looking for a second opinion
With a price shopping customer, you are only going to build a transactional customer. No referrals, no retention. Just based on price today. No loyalty. No trust.
You need the confidence that it is OK to make money. You must be the CEO of the business
Find the businessman in you
If your margins aren’t right, where else are you making up the margin? Your net profit will never exist if you are not being a businessman and making an overall margin that allows your net profit to be there so you can take your quarterly dividend
Service Advisor training on how to deal with price objections and sell with confidence your value propositionShop owner needs to provide the overarching culture: Mission, Vision, Purpose, and value. It is easy to sell this
Value shoppers are your targets
Help your customer to the degree that you can make a profit when you find that there isn’t a match, send them to your competitor that does everything for cheap
Fear. What should you be afraid of?Afraid of a customer leaving
I may charge too much
I can’t meet payroll
Fear that you are not making enough money!!!!!!!!!!!!!
When you charge enough you can do amazing things for your customers
Google Search on John Ruskin. Find quotes from his. Inspirational
It all starts with a net profit goal and then building a gross profit margin model that attains that goal. Remember you pay bills with gross margin dollars
You sell solutions not parts or labor

Do a google search on John Ruskin to find some great quotes. https://www.brainyquote.com/authors/john-ruskin-quotes

Resources:

A special thanks to Bill Haas and Rick White for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook Twitter Linked In Email

Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee

How To Increase Your Labor Rate Without Losing Car Count [THA 152]

Carm Capriotto, AAP — Thu, 02 Jan 2020 00:15:00 -0400

https://youtu.be/fqXXoQrnPtA

The Panel:

Devin Kelly, All-Star Automotive, Columbia, MODevin Kelley is a passionate entrepreneur with a technician background. As a shop owner, he is responsible for general leadership within his company. This puts him at the front-line of the fight for a more professional auto repair presence in his community and helps maintain his companies positive reputation. While acquiring another shop and brand in 2018 Devin doubled capacity going from a four bay shop to eight. With the new brand and downtown location his company grew annual sales from $370,000 to $1.8M in 2019. The new brand's prior year losses turned into big profits with new ownership. Devin admits these changes would not have been possible without becoming more mindful and organized when the challenges grew relative to the sales. Having ATI coach Paul Marsh, MWACA mentor Ron Haugen and AutoVitals coach Bill Connor provided invaluable guidance while the shops high performing team set all new company records. He is excited about how advancing the automotive industry enhances opportunities for his team and improves perceptions of auto repair professionals. When Devin isn’t working, you’ll find him going on adventures with his wife, working out in the gym and riding laps on a motocross track.

David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois.

David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service.

In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David HERE.

David Johnson, DJ Auto, Provo, UT

The overall root of this problem is having confidence
We are behind the times addressing labor rates because many do not know how businesses work
Losing car count is not the goal, however, consider 95% of your profit is being done by about 50% of your customers. Losing a few customers may be OK. It will happen, but it should not hurt your business
You need an acceptable labor rate that equates to an acceptable level.
Parts margins must be considered in the solution
Parts to labor ratios are correct
The psychology of the sale at your counter is critical
If we are running a good business we are not competing with price. We are competing on value and experience
Take pride in what you do. Do you have the self-esteem to make this happen?
Your staff needs to know your strategies and the reasons for all that you do
You must practice your value proposition; the ‘talk’ you have with your customer.
You are willing to pay top dollar at a restaurant because you get so much more. No different than at your shop
Find your confidence. You’ll do more to help your business
You do not need a Taj Mahal shop. Keep your shop clean, presentable and professional. Present your enthusiasm, confidence, that you have what they need and speak to your value proposition. Find your differentiation.
Price becomes irrelevant
David Johnson give lifetime battery warranty
When he replaces he considers that cost as marketing for customer retention
He has a higher installation fee, but find his retention is very high
Most shops labor rates are artificially low
Raising your labor rate doesn’t have an impact on the customer than you think
Don’t call the neighborhood to test your labor rate. Every shop has their own profit structure. Many are not business people who really understand how to set the correct labor rate
David Johnson is $30 per hour higher than dealerships in his market
As an industry, we must do more work on pre-scheduling customer work. Like the dentists do
Practice your value proposition so you gain confidence. When you are not rehearsed or prepared you’ll cave and start to discount
You cannot sell anything if you don’t believe
Help your service advisors with key trigger words
The presentation is more critical than ever
Remove clutter from counter to keep your customer focused on the service advisor. Too many signs can distract from your message
You can get great ARO from the power of your counter
Learn the psychology of selling
True success can happen when you get out of the daily grind and observe what is going on with your business
Change does not have to be overwhelming
Start somewhere. Go to training. Take an online course
Find information that can teach you something you need to do better
Your largest opportunity to have a strong labor rate will be on how you talk and present to your customers. Your value proposition should nail it
You need to have multiple labor rates
Diagnostic rate. You’ll need to be at least $4-$5 per minute. You have no profit in diagnostic time so you need to make up for it.
Set profit goals and then work backward to cut costs, set sales and margin goals will help you achieve your profit goals
Your labor rate needs to be dictated on what the market will bear
Even if your shop is paid for don’t have an artificially low labor rate
Ingrained into us is the ‘Hero Syndrome’ our pride gets in the way of running a profitable business
David doesn’t sell batteries he sells a car that will start
How much do you charge per hour? A question Devin Kelly like to hear.
It depends on what we are dong
We don’t charge the same time vs oil change or enging change.
SWOT is an exercise you need to do (Strengths, Weaknesses, Opportunities, Threats) Consider this exercise with both short and long term timelines. Then create your strategic plan from these findings.
Build on your Strengths
Fix your weaknesses
Manage your opportunities
Deal with Threats
Listen to a great podcast on SWOT THA 040 Here https://remarkableresults.biz/town-hall-academy/a040/
Don’t be afraid to try something new.
Implementing will never kill your or the business.
Being afraid makes you stupid.

Resources:

A special thanks to Devin Kelly, David Roman and David Johnson for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook Twitter Linked In Email

Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A re-manufactured drive-train product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Dominate Your Market – Own the Two Mile Zone [THA 151]

Carm Capriotto, AAP — Wed, 25 Dec 2019 00:15:00 -0400

The Panel"

Bryan Gossel, BG Automotive, Fort Collins, CO
Sue Morsching, Elysian Auto Service, Elysian, MN
Heather DePriest, American Garage Chinook, Montana

https://youtu.be/4KC11NYHW40

The CEO’s responsibility is to make the phone ring.
You must create a year-long marketing calendar to help prepare (anticipate) for special events, seasons, holidays, etc
Compare your numbers from each year
Plan the year but allow for flexibility
Marketing Tools: If you were not built to do this; delegate.
Facebook/Social Media Trends. It must be organic and not industrial. Localized and personal. If you have a service that does your social media marketing you must provide content.
What is going on in your shop, your life, your community
Make it fun
Mailers
Make it human and not institutional with a picture of your shop
Family, team, local
Google Reviews
Email blasts
Phone calls (personal touch) – people in small communities love and expect this
Provide the Ultimate Customer Experience with DVI’s
Customers appreciate knowing what is wrong with their car in a high-tech format
Transparency - proves what we are telling them is true, especially when you circle the issue in the photos.
Showing the car’s overall health - gives them a good feel for whether or not they are going to need to budget for repairs.
Heather markets DVI as a ‘Complimentary Courtesy Check’
Marketed as a comprehensive vehicle health record
Pickup and Drop-off/Loaner Cars
Making the process easy for the customer (remember its not their favorite day when their vehicle breaks)
Taking the stress off of them by giving them a vehicle to drive or pick up/drop off services
It gives them value in what they are spending with you.
Important when you are in the country and long distances between towns
Be their transportation solution
You need to have a good website that is welcoming to people
It cannot be institutional. Pictures from your place and environment
You have 3 seconds to sell to them
Phone scripts necessary to keep a consistent relationship building
A good AdWords campaign, Use Google My Business, Google reviews.
Track your investment in Adwords and discover your ROI
Facebook and Yelp post and responded to questions, Geo-targeting with Facebook.
Build relationships with Businesses that are close to you. Like any services, you would use plumber’s, HVAC, Electricians and so on.
Go to the Gym that is closest to your shop and get to know people there.
Get to know the people at the gas station, coffee shop, liquor store, body shops and so on, so when they need something or someone asks them who they use it is you.
If you aren’t a people person then hire one who is.
Hire Happy people, once you have done all the work to get customers in the door they need to want to come back and spread the word that you are the shop to go to.
Always have a business card on you
EDDM mailing 3 times per year - New Customers, replace moved or passed away customers.
Marketing with your local schools - foam fingers sold by the volleyball team School logo on one side and your logo on the other side. Two pictures to post to social media weekly from the volleyball team.
Google - reviews, weekly posts, and ads
Ask for a review
Consider a service that will send a text or email to complete a review
Make it easy for the customer to leave a review
Doughnut Fridays - every Friday at Elysian Auto Service donuts for anyone that stops in. Photos for social media for everyone.
Red carpet - small gifts left in vehicles for customer’s cookies, candy, car coasters, and air fresheners. (Business Card asking for google review)
Local bike give-a-way at school
Ask the charities or community programs you are helping to provide you pictures you can use on social media
Use text to pay as another convenience

Resources:

A special thanks to Sue Morshing, Heather DePriest and Bryan Gossel for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.

Facebook Twitter Linked In Email

Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

THA 150: Three Financial Challenges – Coaches Perspective

Carm Capriotto, AAP — Thu, 19 Dec 2019 00:15:00 -0400

https://youtu.be/PaUb_v28Qfk

David Justice has been an auto care professional for over 30 years. He grew up in the family business working for his father. At, a young age David purchased his father’s business and went on his own. Over the years David had multiple Shell Gas stations. Find David’s other episodes HERE.

Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click HERE.

Maylan Newton from ESI – Educational Seminars is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward on two episodes … 108 and 140. He is a much sought our speaker at industry events in the US and Maylan will speak at this year’s Automechanika among others. Find Maylan’s other episodes HERE.

Labor rates will make the biggest impact on the shop
This can be the hardest to understand and manage
Understand the KPIs behind productivity
You’ve got to understand your labor costs
Like effective labor rate
Shop owner has to overcome the emotional part of the money to raise the hourly rate
Customers are not affected by this
Only the shop down the street who is trying to stay under you by $10
Attorney’s charge $700 an hour. We do things as difficult as they do
Become a businessman and stop making emotional decisions
We need to get paid for what we know
If you had a slow week it is not because you have a high labor rate. It usually has nothing to do with what you charge.
Too many shop owners manage their cash from a general fund
A high percent of Profit and Loss statements are incorrect
Managing the business through the numbers are foreign to many shop owners
It is dramatic to see what real earnings can do for a shop
Implementation is the key. Accountability drives change and success
Money is not made by fixing cars. It is made by the pencil.
Understand your self-worth
The appliance repair person charges $300/hour with no scan tools. We pay the bill because we don’t have the time
If you understand your business (have business sense) automotive repair is a great industry to be in
How many owners have not cashed a paycheck. That is a signal that you don’t even have a job but a hobby.
Being productive and profitable does not necessarily equate to labor rate. There is so much more to improved profitability
Go to classes and learn about the financial side of your business
If you don’t actually implement what you learn you’ll have wasted your time and money
Average $700K sized shop is leaving $140K on the table
Consider twenty groups and the knowledge sharing through peers
When your business runs well it is life-changing. When you’re struggling the stress is terrible and life is not good.
99% of the coaches teach the same thing. It is the implementation that differentiates.
We work on high tech vehicles and run our business in a low tech fashion
The power in observing other businesses and attempt to understand how they run and make money. YOu will learn something that makes you and your business better.
Many shop owners are prideful and keep digging a deeper hole
You must admit you don’t know it all and that is OK. It is time to learn a new way to do things. Change must be implemented. Stop struggling and get help.
Hire someone to hit you over the head and push you into a more profitable business and therefore a happier life. It is fun to WIN
Why do some shop owners excel?
Pride put on the shelf. Learned.
Ego is killing the majority of shop owners. They do not want to share their failures because they pretend they don’t have them
Fear makes you stupid.
Farmer are rich in their harvest time and poor when the crops are growing
They make better decisions when they are harvesting and bad decisions during lean times
A perfect analogy for our industry
Book mentioned by Maylan: Your Broke Because you Want to Be by Larry Winget https://amzn.to/2r6buK0 on Books page HERE.
We create our own problems. We advertise price. We are a high tech business and we need a lot of training and equipment to do that.
A Ford F150 has more lines of code than a Dreamliner Airplane
There is a value in fixing a car correctly
We are $100 behind a labor rate curve
We cannot pay techs a starting wage of $14 - $16 an hour.
We cannot be afraid to make tough decisions. Successful people fail forward and then try again
Failure helps you learn
You should charge by the job not by the hour or by part
Is service a better word than labor?
Learn as much possible, learn the numbers and implement and if you need an accountability partner to move you then do that. Make you the best you can be
Your labor rate must go up at least the cost of living every January

Resources:

A special thanks to David Justice, Cecil Bullard, and Maylan Newton for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

THA 149: Top Financial Challenges to Overcome – Shop Owner Perspective

Carm Capriotto: Automotive Aftermarket Professional — Thu, 12 Dec 2019 05:12:33 -0400

Andy Massoll second-generation owner from Curt’s service in Oak Park, Michigan was featured in episode 29. He and his dad Curt build their 15,000 sq ft dream shop in 2012 and you can hear about all the Green Capabilities of his shop in episode 29. His main location focuses on specialized services such as European, Asian, hybrid and fleet. Andy recently opened his first branch with a partner in a more rural setting. He and his partner Jim were consulting for the business but decided to buy it instead. He is also a member of CCPN and ASA. Andy’s previous episode HERE.

Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE.

Big take-a-way is Budgeting and the Profit First Strategy
Create a budget on every category of the business and share it with your people. They need to know of the entire plans for revenue, margin, and costs in the business
- A budget needs to be in-depth
- A budget is not a saving plan but an earning and spending plan
- Tom Ham: An oversimplified 25/25/25/25 budget plan. Simply put of your sales you can allow 25% for payroll, 25% Expenses, 25% for Parts, 25% for profit.
Dave Ramsey financial goals will help your people live within their income
Long-range goal: Will the shop run without you.
- Make the plan and work the plan
- Set yourself up to succeed
You should not get yourself into debt as you grow your business
The family must be on the same page on how you spend money. What is your incoming and live within your means.
- Spend less than what you take in both personal and business
Money needs to be there for investment in technology, tools, equipment
- Can’t spend what you don’t have
- Must budget: set aside money for every aspect of the business
- Monies/funds available must be earned through running a great business
Andy and Tom are in a twenty-group. This really helped them focus and grow their business
There are two different types of shop owners as it relates to increasing labor rates
- One’s that will immediately change their labor rate
- Other, will worry and labor over the decision
Managing your profitability and running a successful business allows you to may a great wage to your team and keep them.
Many techs turned business owners manage their business by what is in the bank.
- The worse way to manage
Andy suggests ‘reverse engineer’ your cash. Allocate taxes, payroll, profit and so on.
The book Profit First will help. Find it HERE.
- Podcast episodes on Profit First HERE.
Rarely businesses will go out of business if they have high prices
Never borrow to pay parts bill. This shows that your core fundamentals are broken.
- Use debt to grow the business
If you are in trouble paying your bills. Suggestions:
- Find an accountability partner. Admit you need help. Can help you and give you guidance
- Stop the bleeding. Not hard to find areas that are bleeding money
- The family must be on boards (spouse)
Learn to be uncomfortable as you learn. Get out of your comfort zone
If you are struggling you are not alone
- Ask for help
Don’t let finances scare you, however, you must learn
- Get educated, get help
- Don’t just keep track of what you want, you must look at every performance indicator and find ways to improve them
Be content with where you are and also be aggressive in going forward.
- If you are not content figure out what doesn’t make you content

Resources:

A special thanks to Andy Massoll, Tom Ham, and John Long for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

THA 148: Generating Repeat Business

Carm Capriotto, AAP — Wed, 04 Dec 2019 05:20:00 -0400

Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994

Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies.

Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!! Listen to Kelli’s previous episodes HERE.

Begin with the end in mind as you work to build your relationship with your customer
Consider mystery shop your business
- We do ignore many of the things that are wrong with our business
- We can get dumb to our surroundings
Offer customers a tour of your shop
- Involve them in new equipment
- Get them to meet your technicians. A bright spot for your technician
- Allow them to get a view of your clean and high-tech shop
Define your customer life cycle
- Type of lead acquisition, cold lead, warm lead, referral
- Their experience, inspection processes, getting an estimate, selling work, receiving service
- Follow up (back-end) biggest opportunity if front end if set up correctly
  - Your groundwork for future work is set with each experience they have with you
  - It is not asking for additional work, it is about providing value to the customer and continuing to build a relationship in a natural process
    - Use email, social media, texts, phone calls
    - David strives for a weekly touch with his customer
  - Consistent contact with your customer. They will receive you if you provide consistent value
- Customer should know this is a long term relationship
- It is too easy to send a mailer with a ‘let’s get acquainted’ email and your existing customers get the mailer. How do they feel? David says this is a wrong tactic.
You are working hard to get a new customer than to build a relationship with a customer who has already been in your door
David sends monthly emails with landing pages
- The message is we appreciate you
Determine what works consistently for you
- Email with landing pages
- Newsletter
- Mailer
- Social
Your emails need to be organic and not institutional
- An example was a story of scorched gravy at Thanksgiving
- Connect with your customers at a different level. Not boring.
- We appreciate you as our customer is communicated in David’s marketing.
- We want you to come back over and over again
- We are educating you, providing value to you
- David D. Get his email for inspiration
- Find a smooth way to lead into a sale (a soft sale)
David does not believe that social posts are not getting the kind of engagement you need for the effort you put in
A community relationship needs to be brought into your email marketing. Leverage it for your marketing
- Find the organic story in each of your experiences and turn that into a post or email
- Your philanthropy should not be for profit, but to profile you and your company’s causes
- Include pics of your philanthropy in your mailers and not pictures of cars or your building
Texting works unless you are sending one to sell declined work. Careful. Texting is a tactical tool to keep in touch but not for a hard sell.
- Kelli uses more texts than emails
Find the story to tell from the many jobs you do each day that helps customer know the story of safety and reliability
- Make it genuine
- Your voice in the words you write
- Use your smartphone to capture a moment to share
- Life gives you content. You need to recognize it
David uses software to create custom campaigns
- Many options like Infusionsoft, Entraport, Click Funnels
Kelli advises watching ‘Sticky Church’ on YouTube
David says you are the best marketer for your small business. Careful if you delegate it. Your voice, your personality is unique to you. You know your company best and see organic content each day that others may not see unless you share
- All the sales are in the follow-up.
- The second visit is worth 6 times the initial visit. (sound bite: 45) up to :47
- The second and third visits are critical and should permeate your marketing
Your marketing efforts are about building trust

Resources:

A special thanks to David Roman and Kelli Weatherby for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE

Thanks to Shop Ware and Jasper:

THA 147: Overcoming Debt

Carm Capriotto, AAP — Thu, 28 Nov 2019 05:14:00 -0400

The Panel:

Kim Walker from Shop Marketing Pros is a social media expert. Kim’s experience includes a school counselor and teacher. Her husband Brian, started his own shop while he was a Mercedes technician in North Carolina. Then asked Kim to leave her school job and join his service business. Then for specific reasons left to go back home to Louisiana. It was almost destiny that they engaged with Shop Marketing Pros. As a former shop owner, Kim’s advice and expertise on social media is perfectly matched because she’s been there and done that.

She is on the Car Care Council’s Women’s Board, an ATI and Management Success Graduate, and their shop was a Motor Age Top Shop winner two years in a row. Their shop experience is without question, so when she talks about social media as it relates to the automotive service professional, she has the experience that matters. Look for Kim’s other episodes HERE.

Tom Lambert, owner of Shadetree Automotive. Tom Lambert got his start right at home. His dad and uncles always had projects going on in the home garage. During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding.

In the past three and a half years, Tom and his dad have made strategic adjustments in the business. They are now a $2.5 million dollar a year shop with 10% annual growth and profitability. They continue to improve every day. Tom says he has the best team and a strong culture. In January 2017 Tom bought his dad completely out of the business.

Tom struggled for many years because he had lost his passion for the auto industry. After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes HERE.

AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career.

He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then. Listen to AJ’s previous episodes HERE.

Key Talking Points:

Allow your story to be your story. No shame.
Understand your problem and admit it
Don't get behind on taxes.
Debt Snowball - Dave Ramsey's Financial Peace University
Make the hard decisions. Downsizing may be a gift.
There is always a way out. It might not be the most pleasant.
Really know your financial numbers
Really know the difference between your management numbers and your ownership numbers (understand the balance sheet)
Goal setting around $$ in the bank and debt reduction rather than income.
You can get into debt because of the lack of clear goals and plans.
Be sure you have a good CPA
Have a smart board of directors. For many in the industry, their 20 group serves this purpose of accountability and comparison
Why did you get into debt in the first place?
"Profit First" banking as a tool to help with debt reduction
Proper forecasting is crucial with good/better/best scenarios
Increased sales can help your expense issues if you are controlling your expenses Increased revenue will still not always fix an expense issue...but only enhance it. Don’t spend the increased gross margin dollars
We tend to spend money we have available but is allocated to other obligations especially if all the monies are in one bank account
Sometimes we need to make lifestyle changes that fix our bad habits
Just because you have a business doesn’t allow you to swipe your credit card anytime you want
Shop owners need to remember to be nice to themselves. Quit pricing not to be profitable.
Some of your fires may not be fires if you put some thought to it.

Resources:

A special thanks to Kim Walker, Tom Lambert, and AJ Nealy for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 146: The Value of Twenty Groups

Carm Capriotto: Automotive Aftermarket Professional — Thu, 21 Nov 2019 05:25:53 -0400

The Panel:

John Eppstein is the owner of John’s Automotive Care in San Diego, CA. He is the incoming ASCCA President. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year. Hear John in our one on one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor. Look for John’s other episodes HERE.

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

Lisa Eckler is an executive assistant by trade, and a native upstate New Yorker – and somehow managed to marry a Red Sox fan! Lisa’s background in office management and marketing brought a new facet to the business. When she left her position three years ago, Lisa became the business and marketing manager for Foreign Car Specialists. In her new position, she has increased customer awareness for the business, increased the shop’s search engine optimization (SEO) and has brought the business to the first page of Google’s organic rankings for search engine results.

Lisa has two boys who are grown and gone and a daughter still at home. Kevin’s teenage daughter and son live with them full time and rounding out the family are four cats, a perfect dog and 11 chickens who provide breakfast and entertainment daily. Find Lisa’s other episodes HERE.

Key Talking Points:

You need to be in a good place in your business where you need help or a bad place and you need help, twenty groups are for you. You must be willing to commit to the process and responsibility
You don’t know what you don’t know and discover that in a big way by joining a twenty group
Learn quickly what basics you need to start fixing
You’ll learn to give a higher level of customer service and give exceptional service
Judi is experiencing an explosion in your business since she is focused in another area with ATI to support its 20-Group program. Without Judi, the business is flourishing.
Besides national groups, there are regional twenty groups
Find close friends that are all willing to help you with your success and even take your call then things are not going well. Lean on each other.
There are local groups such as NAPA’s BDG (Business Development Group). Jasper has some groups like this. But they are not exactly like twenty groups, but they are there to help.
Travel in twenty groups can be limited to twice or three times a year and ZOOM meetings monthly supplement
Google Drive is supplementing the ease to share your numbers and even ads used to hire
One of the biggest values from twenty groups is accountability
- It is not easy to accept accountability from your peers especially if you are not strong enough to hold yourself accountable
- It is OK if you are struggling and being held accountable will help you and your business to blossom
- You are looking too closely at your business. Backing up and getting a bigger picture will help you see what is wrong
Many who going twenty groups find themselves at the bottom of the metrics. The goal is to grow your success by measuring your success
You’ll find members in your group that have special strengths to pull from. They are for you to use
Some twenty-groups use this time for social, to get to know each other and some for philanthropic purposes
Grow as a leader and become a reader (readers are leaders). Books on Tape and podcasts are great resources for learning
Other networking opportunities like BNI are places you can get help
Great ideas on what to do beyond the shop: Mentoring
Many did not enjoy going to work until they joined a twenty group
Twenty-groups help you find and pull the levers of change
Twenty-groups do shop tours:
- You get a chance to have your peers review you. All details.
- Accept what you learn and start your transformation
  - Can be difficult to do
- You’ll discover things you already knew you had to do (why not do them?)
- You’ll learn things you did not know you needed to change
- Judi has done a virtual tour for her group and learned a lot and learned a lot more when there was an actual shop visit from her twenty-group peers.
- A marketing survey ‘Do you own your own neighborhood’ Survey of local businesses by your twenty-group members
Financial measures and goals are one of the first things you’ll start to learn in a twenty-group
You learn a lot about the soft skills that make you a better leader
Most owners are car people and not business people. Hence the value of a twenty-group
The panel believes they get an ROI on the costs they spend on going to their twenty-group meeting

Resources:

A special thanks to John Eppstein, Judi Haglin, Kieth Williamson and Lisa Eckler for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

Town Hall Academy Sponsored by:

THA 145: The Extreme Value of Shop Tours Part 2

Carm Capriotto: Automotive Aftermarket Professional — Thu, 14 Nov 2019 05:30:22 -0400

In the photo, left to right: John Long, Frank Scandura, Jennifer Wiens, Vic Tarasik, Jeannie and David Light, Jammie and Eric Carlson, Carm Capriotto

You’ll learn the value of shop tours from this Remarkable Panel:

Our host, Jennifer Wien, Ted Wiens Tire and Auto, Host, Las Vegas, NV
John Long, Shertz Automotive, Shertz, TX
David and Jeannie Light
Eric and Jammie Carlson, Ervine’s Auto Repair and Grand Rapids Hybrid
Frank Scandura, Franks European, Las Vegas.
Vic Tarasik, Shop Owner and Coach. Vic’s Previous Episodes HERE.

Take care of our business so we can take care of you
We are too close to see what is wrong or out of place or even not working
R & D does not mean Research and Development it means RIP-OFF AND DUPLICATE
- Some of your best ideas will come from peers. Make them your own and design them to fit your world
Best way to participate in shop tour is via a twenty-group
Shop tours can provide you good constructive criticism that great opportunities for change
Some shop tours will have you interview their people to gain knowledge for the owner who is hosting the tour
When you do a tour you can provide
Jennifer Wiens discovered, on a shop tour, a baby changing table. She implemented.
When you travel consider calling ahead and asking a shop owner if you could stop by and get a shop tour
John Long has had 30 shop owners at his shop this year so far
Learn from the observations of ideas of others
Top three strategies to improve your company
- Coaching
- Twenty-Group (networking group)
- Shop Tours
Components of Shop Tours an Excellent Peer Review
- Repair Order Review/Audit
- Employee Interviews
  - Amazing discovery for the shop owner
  - The premise is to make the company better
  - The owner picks the people in advance and tells them we are looking for way to improve the company. A casual talk. Some people do not want to talk to their bosses
  - Ask about expectations, if they like working there, know about the process, do you have the opportunity in the company, what things would you change
- Work Flow (shop)
- Curb Appeal
- Show Room
- Vehicle Re-Inspection
Bring your power of observation to every shop tour
An outcome of doing shop tours can be the improvement of your facility by learning from others. It can be remodeling, process improvement, additional bays, different software and marketing ideas to grow the business
- Invest in your appearance

Resources:

A special thanks to Jennifer Wien, John Long, Frank Scandura, Vic Tarasik, David and Jeanie Light, and Eric and Jammie Carlson for their contribution to the aftermarket.
Shop Tours Part One HERE.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 144: Drug Testing in the New Age of Legalized Cannabis

Carm Capriotto, AAP — Thu, 07 Nov 2019 05:15:00 -0400

Judy Zimmerman Walter is co-owner with her uncles and the CFO of, this 57-year young service business. Zimmerman’s Automotive, Mechanicsburg, PA is a true blue ‘family enterprise’ with 12 out of a team of 29 team members that are ‘IN THE FAMILY’. Zimmerman’s is a top automotive repair facility along with a quick lube and a used car division.

Among her involvement: Women’s Board of the Car Care Council, AASP-PA Alliance of Automotive Service Providers, and the Auto Care Association. Listen to Judy’s other episodes HERE.

Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies.

As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws.

He provides advice to cannabis businesses on their employment practices.

HONORS

Selected to the Illinois Super Lawyers List of “Rising Stars”: 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019

Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

There is no legal advice provided in this episode

Federal level Marijuana remains unlawful
Some states have legalized it from a medical perspective, recreational perspective or decriminalized it with some small possession like a traffic ticket
What are we going to with our safety-sensitive positions such as DOT
Random drug testing is costly and must comply with rules/laws that are on the books

No law will protect use, possession, consumption or impairment in the workplace.
Zero impairment to test drive the vehicle

Pre-employment testing state by state may be difficult to enforce. Please check with council
Be sure you discuss liability with your insurance providers including your workman’s comp provider
Our drug testing policies must be very specific
If a mandatory drug test after an accident, what constitutes an accident?
Many shop owners do not want their people to work on their client’s vehicles while under the influence
The laws have changed access, it is easier
Blood tests are more accurate than urine tests. You may need an authorization form person
No law will protect use, possession, consumption or impairment in the workplace
How you test for it is different.
Zero impairment to test drive the vehicle
For multi-state employers will need to learn each state’s law
It is time to get the council to outline testing for Cannabis
Example in Indiana, pre-hire, random, reasonable suspicion post-accident, these tests are fully available to the employer
In a medical-only jurisdiction, you’ve must understand the scope of the law
Frank: If you have a drug policy, you need to follow it as an owner/professional. You cannot discriminate and if random drug testing it needs to be purely random.
Judy has an issue with a performance termination, however, the person was on medical marijuana because of an accident
Judy consulted many people, insurance carrier, her attorney, medical marijuana specialist, state police, legislators
Painful experience and loss of respect of team in shop
Lack of information on medical cannabis. There is an underlying medical issue as it relates to medical marijuana and that privacy is protected.
We cannot sit and wait because we can become the case that sets an example of what not to do. Spend time with your HR professionals, Insurance providers, and council
Worry about wrongful testing, wrongful termination, and wrongful hire, refusal to hire especially when it comes to medical cannabis (there is a confidential nature in this). No one knows today how the courts may decide
How do we know if an employee is at risk (impaired) in performing their job or driving a client’s vehicle?
Do we need a crystal clear random testing policy to help minimize our risk to the company, team and client?
Even if you have a zero-tolerance policy the law in each state will outline if mandated testing can be done.
Safety is a big issue.
Some states have laws for testing for cannabis for pre-employment depending on the type of job.
The laws that legalize the use of cannabis aren’t on the same par with impairment.
Tests show use not impairment
Know your operations, your unique risks, and risk tolerance and update your policies procedures and training to meet your unique needs.
Speak to council that know employment laws

Resources:

A special thanks to Noah Frank, Judy Zimmerman Walter, and Frank Scandura for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 143: myASE Renewal APP – There’s an APP for That!

Carm Capriotto: Automotive Aftermarket Professional — Thu, 31 Oct 2019 04:20:46 -0400

Kevin Lekas is the Project Manager for Special Testing Programs at ASE

Ron Meyer is the COO of Higher Learning Technologies (HLT) our app developer. HLT has an impressive story about their products in the nursing industry.

John Tisdale is the AVP at ASE. John has been on this project since inception. John has been with ASE for over 23 years and has a lot of historical insight about ASE.

Rudolph “Rudy” Mestaz is an ASE Recertified Master Automobile Technician with L1. He has been certified since 2006. He has 3 employers in his profile and all 3 of them are aftermarket. He is in southern California and has been a participant in the myASE Renewal program since the first couple

Other episodes with an ASE connection HERE.

Why Create myASE Renewal APP
- This is a learning APP to support life-long learners as well as supporting certification. A different approach and perspective that will transcend not only certifications but learning
- ASE created the app as a result from technicians who want a better way to recertify and keep their credentials current
- Continuous engagement with your ASE certifications
- What can ASE do to help me understand a question I got wrong and how can I learn about the correct answer
- To help techs identify gaps in their knowledge
- The need to reinvent the recertification process
- The app is about 9 months old and in BETA
  - There are technicians earning certifications as the app gets fine-tuning
How does it work?
- Very intuitive and easy to get involved
- www.myaserenewal.com
- You get a free three-day trial so you can get a flavor of how the site works
- You learn why the answer was incorrect and you get up to three chances to answer a similar questions if you fail to have the correct answer
Based on the certification you’ve earned you will receive one question per month. These are ‘core questions’
- 30 days later you will get another question (one per month per certification) Every correct question you earn a point and you can earn a one-year extension with eight points per certification. You can earn one point per month per certification if you get the question correct
- A Master Technician will receive eight questions a month. One for each certification
Some questions seem manufacturer-specific
- ASE replies that they are keeping with late-model technology and leading-edge tech
- Learning moments happen when techs look into the answers they may have gotten wrong.
Test takers will learn why an answer is incorrect. The APP is the only vehicle that allows this learning opportunity
- You can see others who have left comments.
A test can be taken on android, apple or even a desktop
- Download the app on the Apple App Store or the Android Play store
Questions and content is being delivered separately for the app
ASE believes the app adds a higher level of value. Tests don’t teach the app will
ASE has not promoted the app because they continue to be in Beta. They continue to research acceptance of the app and spend time talking to the limited users
Many technicians have let their certifications lapse. This app may just help you get re-certified while learning as you go.
- No time off work
- No travel to a testing site
There is a private Facebook page for techs that have downloaded the app
ASE wants to focus on leading-edge technology, so there will be questions reflecting the new tech

Resources:

A special thanks to Kevin Lekas, Ron Meyer, John Tisdale, and Rudolph “Rudy” Mestaz for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 142: Business Coaches Lab – Building an Enduring Business Culture – Part 2

Carm Capriotto, AAP — Thu, 24 Oct 2019 03:50:00 -0400

Academy Panel:

Cecil Bullard is President of the Institute for Automotive Business Excellence.

He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click HERE.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor.

He owned and managed several successful automotive repair shops. Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006. Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast HERE.

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC).

It is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. It’s content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob’s previous episodes are HERE.

Culture is the foundation of your business. It reduces frictionAllows your people to flourish
Perfection is not attainable. Shoot for your best with a culture of continuous improvement
People will want to work at your shop if your culture permeates
Let out your authentic you.
It starts with the owner/leader
Great culture has great standardsPeople feel it and believe in it
People are kept accountable that attract people who want to be part of thatWhen you don’t hold people accountable they become unsure of themselves
Find your hidden strengthsUse your personal coach. They see more in you than you do
What are they? Find them
Strengths Finder 2.0 BOOK and Test HERE
Find your talentHire to build on your shortcomings “Hire Up”
Hire smarter/better than you with more talent than you (insecurity)
Too busy managing your tasks and not your outcomes
Culture happens. You have a culture. Does it do for the business what it needs to do? If not, you consciously need to create the one you want (enduring) Invest in building your culture
Culture is not what you talk about it is what you live
Rick White to his daughtersBoys will confuse you. What they say and what they do are different.
Always look at what they do.
Behavior Never LiesIf you act contrary to what I want to create in your business, your people are watching and will learn from your action
Consider assessments on yourself and your peopleStrengths Finder 2.0 (Discover what you are good at and what makes you happy) LINK HERE
Do what you do best. Learn more about it.
DISC – Communication behavior assessment – From Tony Robbins LINK HERE
Creating your culture is just one small part of the responsibilities of the CEO. You can’t lead from the creeper or the front officeHaving structured conversations with your people
Recruiting, Marketing, Growth Strategies, Leadership are SUB-Cultures
Never assume your people know what you mean or say. Be clear communication with your teamAsk them to explain to you what you just said. Get a confirmation that the message got through
What they think they heard is more important than what you said
The accountability mirrorWe don’t hold ourselves accountable to our actions, we hold ourselves accountable to our intentions. Thinking about something does not create actions and demonstrates a lack of leadership and trust
Where you put your attention and how you live and what you do creates your culture.
Focus on growth, ingenuity, invention, and productivity and hold all accountable this breeds your culture
Discipline is a good word. Hard conversations need to be had
Learn from our failures and grow from your success
Mistakes are OK. Multiple mistakes are pattern failures. Patterns need to be dealt with
You may never be happy with your facility/environment. Do not let that stop your drive for the best culture. Look for the potential in everyone and the business and move forward in building a strong culture.
Get your people to see the movement, they will get on board
Trust is one of the most important components in building an enduring culture. Trust at every level between team members
Pick important things out and work with your team to improve the company and build a culture of team, accountability, and trust
Culture is not a hard concept. It will help your people thrive. It creates standards and accountability. Easy wins will make a big difference.
The leader acts in concert with the vision of culture being created
We need more open and honest clarity and consistency from our CEO’s with effective and clear communication with the team.
Talk strengths and weaknesses with the team.

Business Coaches Lab Series:

Resources:

A special thanks to Bob Greenwood, Rick White, and Cecil Bullard for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 141: Selling Your Business – Valuation Strategies

Carm Capriotto: Automotive Aftermarket Professional — Thu, 17 Oct 2019 04:28:04 -0400

Academy Panel:

Bob Ward

Bob Ward is the President of Wardden LLC, Bob began his business career at a franchised car dealership, overcoming obstacles to learn and earn the required skills to become Controller, General Manager and then, a minority owner of Tacoma Dodge in Washington.

A native of Seattle, Bob serves as a financial advisor and consultant to small business owners throughout the United States. He believes that your business should always be ready for expansion or sale, you should get paid for what you built and, when you decide to leave it, your company should continue to prosper. He believes in a Perpetual Business where there is Value, Continuity and Legacy. Look for Bob’s Previous Episode HERE. Warden LLC website HERE.

Joel Zaleski

Joel started his career at PriceWaterhouseCoopers before joining Monro, Inc. as the Vice President of Acquisitions and Operations Support, responsible for leading the company’s acquisition strategy and supporting the operations of Monro’s nearly 1,200 auto service and tire locations. During his time at Monro, Joel oversaw the company’s commercial and wholesale operations, as well as various corporate support functions including, pricing, customer service, facilities, and training.

Joel’s experience in leading the acquisition strategy at the tire and automotive service industry’s largest strategic buyer, Monro, Inc., gives him the credibility and expertise to represent sellers during the sale process.

Joel is a CPA and member of the International Business Brokers Association.

Listen to Joel’s previous episodes HERE. Cardinal Brokers HERE

Greg Bunch

Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business.

Listen to Greg’s previous episodes HERE. Transformers Institute HERE.

Resources:

A special thanks to Bob Ward, Joel Zaleski, and Greg Bunch for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 140: Interview Tactics for a Cultural Fit

Carm Capriotto: Automotive Aftermarket Professional — Thu, 10 Oct 2019 04:15:46 -0400

Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. At the age of 22, he left school and started his first business. He bought his first three-bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI.

Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes HERE.

After completing his goals in the Army, he moved to the Monterey Peninsula where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim made a transition to the automotive industry where he currently serves as General Manager of Pacific Motor Service.

His background keeps him dedicated to the building and development of the most important asset any company has: its team. With a strong desire to maximize the potential of those around him, Jim has created a leadership and personal development course that is attended on a volunteer basis by 90% of the company’s staff. Jim’s goal for the business is to optimize performance and maximize efficient profitability by using the fundamentals of business finance, strategic planning and by creating a culture built on a foundation of principle-centered leadership. Check out Jim’s other episode HERE!

Dan Taylor has nearly 35 years of executive management, consulting and coaching, business development and entrepreneurial experience.

Mr. Taylor has spent the majority of the last 18 years as a Business Consultant and Coach – Helping business owners and managers evaluate their current situation and future plans. Implementing comprehensive business plans through business diagnostics, education, management review, and strategic analysis all focused on results and sustainability.

Mr. Taylor has worked across a wide spectrum of industries from healthcare, manufacturing, retail services, data collection, sports equipment to educational conferences and recruiting services. One area of concentration has been in the automotive repair industry with hundreds of independent repair stores, specialty shops and automotive dealerships. Most notably he worked for a management company that served 13 states serving this group with shop equipment, management and administrative tools. Additionally, he spent time in fleet services and operations to municipalities, counties, utilities, school districts and larger independent industrial fleets.

Mr. Taylor earned a Baccalaureate in Business Administration and Marketing with a minor in Economics from the University of Northern Colorado. He also holds certifications as a Business Coach, Business Analyst, Six Sigma Green Belt, Human Resources, Time Management and Life Coach.

Dan serves on his neighborhood HOA board and has held multiple board positions with the Porsche Club of America. His passion is road course racing with his Big Mission Motorsports teammates raising funds for the Cancer Foundation, Semper Fi Fund and Salvation Army. He is married and has a son who is a civil engineer and a daughter-in-law who is a teacher. Check out Dan’s other episode HERE!

The starting point is always going to be defining and understanding your own culture.
- Company Culture includes:
- The personality of the company (usually follows the owner of the company (their personality)
- The environment of the company (examples: clean, organized, care-free, chaos, energy level, etc.)
- Company Mission Statement – what do we come to work every day to do? The why?
- Guiding values/principles of the company – respect, integrity, teamwork, communications, learning, etc. – but maybe more important than the word – WHAT does that mean, what does that look like within the organization?
Interviewing techniques
- Avoid the mistakes of interviewing
  1. You talk less, they talk more
  2. Set the tone with the candidate, this is a ‘conversation’
Purpose/Process/Payoff (what’s in it for them)

The questions to ask during an interview (‘Conversation’)
Here are some great questions to get things rolling in the conversation, you’ll have additional questions that just come to mind as you go along:
- If you had a perfect (as close to perfect) environment for work, what would that look like? Communication, Culture, Atmosphere, Types of work, etc. – Drill down on answers, tell me more…. especially if they have worked at a bunch of places, what did you like best, what was a negative about each place?
- What part of this job do you take the most pride in?
- How do you like to receive constructive criticism?
- Describe a situation where you worked with someone you did not like or respect. How did you cope with the relationship?
- Describe what the terms “integrity” and “ethics” mean to you. Tell me about a time when your integrity or ethics were challenged. What did you do?
- What are the characteristics exhibited by the best boss you have ever had – or shih that you have had?
- Describe the leadership style that will bring out the best work and effort from you?
- What are the positive aspects of your current job and work environment? Or conversely what were the negative aspects of previous work environments that you’d just as soon leave behind?
Questioning tactics
- Ask questions that produce anecdotal responses
  - Tell me about a time or experience when…
- Ask values-based questions as follow up for responses
  - Don’t be afraid to drill down
- Outlier proclamations
  - Make it very clear that the culture is not typical.
    - We are weirdos; we are different from the others; it is our goal to set ourselves apart from the competition from a cultural perspective.
    - “…we made you a part of this team so you could become more like us, not so we can become more like you.” -Lou Holtz
  - Discuss values
  - Discuss standards
  - Discuss culture
- Give them every opportunity to disqualify us as an employer and themselves as a viable teammate.
- Write your initial interview questions around your core values (yes write your own questions). Kirk uses very few questions our interviewees have ever received in the past.
  - If you use canned questions they are prepared for you will get bullshit canned answers that they learned at tech school 15 years ago.
- Encourage questions at the beginning of the interview.
- Always ask a question on a question. When an interviewee asks a question answer the question but also ask “why do you ask”.
- Interviews should look something like what it is going to look like working for your company.
- Structure the flow of the questions to make the interviewee comfortable. The more comfortable they are the more they will show what they really are.
  - Use personal interest questions to make the interviewee comfortable. If you are talking about their favorite movie, or music they like, or television shows they watch the interviewee can get comfortable and will be willing to open up.
- The first interview is only cultural fit questions. Do not get into technical questions. I do not want to be dazzled with an interviewee’s skills, I want to be dazzled with “I want to spend 45 hours a week with this person” or “this person actually gives a shit about other humans”.
  - This really drives home the idea that culture matters in your business
- Tailor your stories to the candidate. If it is a young tech talk about the development of other young techs. DO NOT BE AFRAID TO PUT A TECH IN THE INTERVIEW WITH YOU AND LET THE INTERVIEWEE ASK ALL THE QUESTIONS THEY WANT YOUR STAFF!

Kirk Richardson Interview Questions

Please understand the context of the interview before using this verbatim. These can serve as a guide for a good cultural fit.

What do you know about us?
1. What do you want to know about us?
What kind of work schedule do you like?
Tell me about a leader/manager you admire? Why? We want someone you personally know.
Do you consider yourself to be lucky? Unlucky? Fortunate?
Is having an ego good or bad? (Egoless Teamwork)
Does your ego get in the way of teamwork?
Can you define the word empathy? (People Business)
1. How does this aid you in doing your job well?
Do you have “fun” with people? Example? (People Business)
Will you clean the toilet if we needed you to? (Egoless Teamwork)
Define integrity? (Right Thing)
1. When have you failed to show integrity?
Have you ever been convicted of a crime? Have you ever committed a crime?
Have you ever been on a team? (Egoless Teamwork)
1. What do you like about being on a team?
2. What do you dislike about being on a team?
What makes you happiest and most effective when working with others?
1. How do you contribute to that? (Egoless Teamwork)
2. What pisses you off about working with others?
What’s the last book you read?
What is the last thing you geeked out on? (Being Great)
1. Do you ever geek out on things associated with our industry?
How hard is it to be a service advisor/tech? (Being Great)
1. How do you aid the SA/tech in being great at their job?
What television/motion picture shows do you watch?
What kind of music do you listen to?
What is your favorite movie?
What are your hobbies?
What was your biggest challenge in childhood? (People Business)
Tell us about a time you wanted something so badly nothing would stop you? What obstacles did you overcome? (Results)
What do you do when you have nothing to do? (Results) We want them to say they are a busy body or fix shit around the shop.
How would you rate your work ethic on the 1-5 scale? 1 is I’m a lazy bum, 5 is I’m the hardest worker I have ever been around. (Results) They always say 4 and follow up with “you watch other people work harder than you? You’re ok with that?”
How do you encourage your coworkers? (People Business)
What role does urgency play in our business? (People Business)
How is this interview going?
Any questions for us?

Resources:

A special thanks to Kirk Richardson, Jim Hayes, and Dan Taylor for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 139: Trending – Close the Shop and Take My Entire Team to Training

Carm Capriotto: Automotive Aftermarket Professional — Thu, 03 Oct 2019 04:12:24 -0400

Tristan Ramer of Nappanee, IN, founded Locke Performance in 2014. Beginning his career as a teenager working in his father’s mechanic shop; his interest in the light-duty diesel’s was sparked with the inception of the common rail diesel in the early 2000’s. Seeing the repair industries rapid changes; Tristan is committed to providing all the necessary resources, for those under his employ, to be successful in their respective duties. Diagnosing and repairing vehicles of today have many more requirements for up to date training than they did in years past. Today, a technician must network with other like-minded individuals, commit a lot of their personal time to craft their skills so they can confidently, efficiently and accurately diagnose the issues that they face daily.

Greg Ritter is a 1989 graduate of Kinmundy-Alma High School in Kinmundy Illinois and married for 25 years with one daughter age 18. Greg attended Wabash-Valley College in Mt. Carmel Illinois. and graduated with a degree in Diesel Power Equipment Technology in 1991. Greg owns Ritter’s Auto Repair in Kinmundy, Illinois and has been in business for 24 years. He holds the ASE Master Technician Certification since 1995 and serves his local College Advisory Board. Greg is a Napa Auto Care Center and is a board member of the McKay Napa Auto Parts.

Greg has attended Vision High Tech Expo for 23 years has attend APPEX and SEMA as well as the NAPA Expo in 2015. 2019 is his secondyear attending ASTE 2019.

James Perry

Excuses do not compute anymore
Daytime training more valuable
Tell your customers you’ll be closed for training.
- Include in mailers or your social posts
- They will understand
- You have plenty of time
- They understand you close for Holiday, so why not for training
- Technology is changing at a rapid pace and they need to understand the need
- You are investing in training for your customers and for the efficiency of the shop
A weekend worth of training is intentional and concentrated
- You get a lot more out of it vs. 3-hour evening classes
A lot of this type of training can’t be covered in evening classes
Techs are impressed with the depth of training
No techs go to the same classes so they can get back to work and conquer and divide the training.
- Share five key take-a-ways from each class
Build a training resume to be sure they are taking the training you know they need.
A key indicator to the value of training is to track, in-depth, your comebacks
- Greg tracks in his SMSystem by creating a special invoice. He can pull back the info
- It may not always be the techs fault, which is why you need to provide in-depth research
- It may be the product, even having the right tool
The Power of Networking
- PRICELESS
- More learning happens out of the class than in it. But you have to engage and meet your peers
- Technician networking is also very important
- You will meet colleagues that care about your success
Greg has a spreadsheet to justify his investment in training
- His comebacks have come down and his revenue is up 25%
Management training for the CEO is mandatory
- Learn to be a better leader.
Training Improves shop efficiency.
Training reduces comebacks is a big way Greg Ritter looks to find his training ROI
Training keeps you relevant
Event or daytime training provides better knowledge transfer
Event training build strong networking opportunities that are priceless
Event training builds the team
You should feel the pressure to provide excellent content for your technician team
You make an investment in your team personally and in their career

Resources:

A special thanks to Tristan Ramer, Greg Ritter and James Perry for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 138: The Business Side of ADAS – Advanced Driver Assistance Systems

Carm Capriotto: Automotive Aftermarket Professional — Thu, 26 Sep 2019 04:16:56 -0400

David Friend is the owner of Mobile Tech and Wilmington Hybrids, from Wilmington, NC David has two locations. an ADAS Calibration shop and teaches ADAS calibration in his dedicated training center. Listen to David’s previous episodes HERE.

Mike Reynolds is the owner of Mobile Automotive Service Solutions in Charleston, SC as well as an automotive technology instructor at Trident Technical College.

As a diagnostic specialist, he holds certifications as an ASE Master Technician (A1—A9, X1), and is an Advanced Level Specialist in engine performance (L1), and Hybrid/Electric vehicles (L3).

You can find his technical articles published in MotorAge magazine as well as case studies he has written featured in many aftermarket training seminars.

Attending an average of 45 training hours per year helped him to become proficient in vehicle diagnostics on American and Asian vehicle lines. Listen to Mike’s other episodes HERE.

Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California.

With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE.

Scott is the founder of diag.net. Find other episodes that have featured Scott HERE.

Big Challenge in ADAS Calibration
- To have the correct space to set up targets
  - Level flat space necessary
  - A workaround is to shoot out the bay door
- To understand the systems and components and what they do
You have to understand what repairs you may be doing that can affect ADAS calibration you may have to send it to a calibration center or call in a mobile tech
Technicians need to understand the fundamentals of ADAS systems. How they work, behave, integrate and operate
- Advancement of tech needs to be understood by our working technicians
Consider renting a high-level ADAS vehicle, drive it, and learn how the ADAS systems perform
- Scott’s rented vehicle had an incident with radar and it was not performing as intended
Test driving the vehicle once a satisfactory calibration is done is critical
Critical that OE specs and guidelines must be followed
A limited business model regarding ADAS becoming more dynamic calibration in the future. Yet there may be 15 years of ADAS equipped vehicles to fuel a calibration business model.
Depending on the marketplace if you were going to put up a brick and mortar facility or dedicate a bay, consider if collision shops and windshield repair need this service, how many mobile techs are equipped.
Currently, the mobile techs are the front line in ADAS calibration
40% of front end collisions avoided because of ADAS
If you get in early and become an expert you will become the key players in this space
It may be impossible to have all the equipment for every ADAS equipped vehicle. You may be very successful for the top-selling vehicles. Honda and Toyota is a good place to start
- ADAS calibration can lead to other work
- ADAS can be a foot in the door with collision shops
You need to be aware of the liability you have in calibration work
Many in our industry do not know what ADAS components are. You are asked to calibrate a parking sensor that is actually a front radar sensor. Knowledge of ADAS is a big gap
The recalibration of windshields is not getting done. Sign off on the ticket if insurance or customer will not pay for recalibration of camera
- Insurance companies do not get sued if accident or fatality the repair shop or calibrator will be
Insurance companies need to understand if the OE’s require calibration
We do not have industry-wide standards/requirements for the repair of the vehicle and of the technicians. Some of the most critical
ADAS calibrations make the case for standards and even licensing no different as in the aircraft industry
David was saved from a serious accident because of ADAS
Customer Education. There is an opportunity to engage and teach your customers in formal meetings at your shop to show how ADAS works. Keep your customers who have new vehicles engaged with your shop. Education is key
- Many customers do not understand the features
Mike’s investment including scan tools is prox $75K
Before buying tools and eqipment you must know your market
- For Toyota, Honda, Nissan, Ford, GM, Chrysler w/Scan tools, J2534 box, subscriptions. Under $25K
- Other platforms can be more expensive
Every market has different pricing for ADAS calibration (menu pricing)
- Prox prices discussed in the episode
- Charge as much as you can and lock up the market

Resources:

A special thanks to David Friend, Mike Reynolds, and Scott Brown for their contribution to the aftermarket.
Books Page HERE
Diagnostic Network Website in HERE.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 137: The Language of Welcome

Carm Capriotto: Automotive Aftermarket Professional — Thu, 19 Sep 2019 04:02:00 -0400

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.

Frank Leutz from Desert Car Care in Chandler, AZ. Frank has a weekly radio ‘call in show’ called ‘Wrench Nation’. . Frank also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures. Listen to Frank’s previous episodes HERE.

Brian Glowski is from South Street Auto Care, Rochester, MI

Bill and Frank are immigrants
Bill has a graphic on his wall with the word ‘Welcome’ in over 25 languages
You’ve got to know how to do business with our diverse clientele and specific cultures
Your customers may have a language gap and the fear of the unknown on the repair of their vehicle
There are certain taboos you need to know.
- Left hand from middle east people is taboo
- Japanese use two hands
Easy to develop relationships is you understand their way to communicate
Show patience and understanding with your customer
- Why we are different
- Why we have value to you even though more than what you want to invest in your vehicle
- Patience with the language barrier
Most are tight-knit communities
You need to know how your customers want to be communicated with
If you are hugger, you need to know how cultures will except that
Match your customer’s tone and style of communication. Minimize friction. Get to know them
Why so much?
- If you answer with a question rather than an answer, it is a totally different dynamic.
- If you ask, “Do you know what a battery cost?” It starts the dialogue
- Let me tell you why this costs this much
Create a relaxed encounter
You train on your shortcomings. What can we learn from a walkout
We pay technicians a livable wage is a strong answer the ‘Why So Much’ question
- This is what we charge
- Consider options on parts for your customers, but never negotiate your price only on options
- Options are key, negotiations are not
- Everybody loves the cheap guy
Different Cultures:
- Germans love a very direct approach when dealing with business -no fluff here.
- Italians enjoy getting to know you first with a personal approach before any business dealings
- Australians are very picky about time –deliver on time every time
- Chinese may not accept your gift right away –could take 3 attempts before they are comfortable
- Japanese frown upon giving or receiving with one hand –both hands out is key
- Arabs consider the left hand unsanitary –any usage of such is taboo
- Russians may consider smiling as weakness & insecurity
- Israelis do not conduct business on Fridays
- India -caution on pointing fingers & respectfully expect deep negotiation
You need an inviting heart and universal policies and for every customer, you’ll do well
Kindness is a universal language

Resources:

A special thanks to Bill Nalu, Frank Leutz, and Brian Glowski for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

Facebook Twitter Linked In Email

Subscribe to a mobile listening app HERE.

THA 136: Branch Growth Strategy

Carm Capriotto: Automotive Aftermarket Professional — Thu, 12 Sep 2019 04:20:37 -0400

Jeff Moore – Moore Tires (5 Store) Rock Falls, IL

The story of Moore Tires started in 1991 when Jeff & Angie Moore moved to Rock Falls with nothing more than determination and a vision. They opened up their humble two-bay garage, took up residence in the apartment above the shop, and got to work serving the community’s tire and automotive needs. With a foundation built upon exceptional customer service, the original location has now expanded to an 11-bay building with room to accommodate 16 cars and two semis at the same time! With the tremendous help of our partners, Brock Rude and Greg Woessner, Moore Tires has now grown to include four convenient new locations in Mendota, Kewanee, Monmouth, and Macomb, all opening with the mission of connecting more people to a rewarding tire and automotive experience.

At Moore Tires, the customer is always the highest priority as we strive to go above and beyond to meet all your vehicular needs quickly and efficiently. Valuing transparency and honesty, we always offer an estimated time of completion and complimentary inspections to ensure your vehicle is getting the specific care it needs. With no appointments necessary, swing by any of our 5 convenient locations for us to exemplify how Moore Tires has been setting the standard in automotive excellence for nearly 30 years!

Austin Miller – Tire Star (3 Store) Wolcottville, IN

Tire Star opened the doors in 2011 in the back part of a grain elevator warehouse. Austin Miller started the business with the goal of providing trustworthy automotive repair at a fair price and timely manner. Since then Tire Star has grown to 3 locations and 40+ employees. This growth was made possible by employees willing to go the extra mile to provide a great customer experience. Austin is an ASE L1 Master Certified Technician and has received an ASE technician of the year award. Although he is not turning a wrench most days Austin is still very involved in learning about new technology and ensuring his staff gets the training they need to be successful.

There is a misconception if you are doing great with your first store, your second store will be just as good.
- Many factors are at work. People, Money, Processes, Culture
- If you do not have store number one running with a strong net profit do not take on store number two … and so it goes
Branch or not, you must constantly be working on refining your processes and procedures
Jeff admits his first-ever branch lost him $250K in five years. It took him too long to close it. He learned a big lesson and decided to only have one store. He now has five.
The first (base store) must be a profitable store
Do not look to grow if your base operation isn’t strong, that includes profits, processes, culture, and people. You will always use the base store to shore up the new ‘child’
The acquisition of a going business is an option. Your ROI depends on the strength of the going new branch.
Moving to the second store without well-refined processes will put immense pressure on the new store and the base store
Groom staff in a current store before you close on your new location
Jeff’s growth strategy includes partnering with two key employees in an LLC. It is like having golden handcuffs by giving equity in a new venture.
The main store is the proving ground
You may have a strong talent you do not want to lose which could entice you to find another store to promote staff. This reason alone is not a good reason to grow, but the people factor is solved as a qualification to add another store
Never rob Peter to pay Paul. Each store needs to pay its own way.
Austin would jump in to do whatever needed to be done. He now realizes that move was wrong
You must realize that you must lead the entire operation and lock yourself into a fallback role in the bays or on the counter. Those are not the CEO’s role as they grow.
You must put trust your people. They are an important reason you can grow.
If you are a micromanager you must delegate
Austin believes you can no longer be the ‘main guy’. The answer man. You must delegate responsibilities
Jeff gives his people the ability to satisfy their customers. They put out small fires
Jeff feels a reason that he has grown is he didn’t want to do all the work. Growing stores could bring in some economies of scale which can allow you to delegate some work duties you no longer want to do
Find talent from outside the industry with talent, Jeff will teach them
Put enough cash away to cover unforeseen costs, Jeff has a $100K cushion
Austin wants to pay off store two before expanding to his fourth store. Debt relief
Jeff has a strong relationship with his banker. He offers his P & Ls on a regular basis to keep them in the loop so when you need money for expansion they are ready and can meet your timeline

Resources:

A special thanks to Jeff Moore and Austin Miller for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 135: Implementing Profit First – Shop Owners Thrilled With Results

Carm Capriotto: Automotive Aftermarket Professional — Thu, 05 Sep 2019 04:02:40 -0400

Kenny Wedow knows cars. A natural talent even at the young age of 17, he pursued it auto repair in shop classes in school then slipped right into the work field. Working for dealerships such as Saturn, and Nissan, as well as other independent shops, has afforded Wedow with an extensive and well-rounded education. More importantly, before Wedow branched off to open the doors of Fine Tuned Auto in 2013, he already learned the importance of patient diligence. Many dealerships and independent auto shops can default to make generalizations about the problems with your car, sometimes not always seeing the things that really might put you in danger on the road. The patience Wedow has to pull everything apart if need be to find the root answers makes him unique in his field. It is a quality that got him promoted to foreman at a Nissan dealership when he was only twenty-three. It wasn’t that the six technicians under him weren’t experienced, in fact, some of them had worked considerably longer than Wedow. However, his attention to detail and follow-through put him above and beyond.

Danielle Bohlman, owner with husband Brett in Highway 7 Service Center, Newell, IA Find Danielle’s other episodes HERE.

Chris Cotton utilizes the Profit First method of cash management. He is trained and certified by the Profit First Professionals organization to guide business owners and entrepreneurs in maximizing their profits.

AutoFix is the first and currently the ONLY auto repair shop specific coaching company, nationwide, that has achieved certification in Profit First.

Chris Cotton has been in the customer service industry for over 40 years and has been in the auto repair industry for over 25 years. He is a former shop owner that has dedicated his life to helping YOU to get your business where you want it to be and helping you FOCUS on the things that matter to you. Find Chris’ other episodes HERE.

This episode will change your thinking as it relates to a new profit discipline and cash management. I know you know that cash is king in any business, so start being a better manager of it.

Listen in on Danielle Bohlmann, owner with husband Brett in Highway 7 Service Center, Newell, IA, Kenny Wedow from Fine Tuned Auto, Broomfield, CO and Chris Cotton, Certified Profit First Professional from AutoFix SOS coaching company and a former shop owner.

They nailed the benefits of a strong and disciplined cash management system. Both these shop owners say they are in a better place because of implementing Profit First.

Danielle and her husband Brett always plowed all their money back in their business. Now hear what they are doing and are better for it.

Profit First is like ‘Telling Your Money Where it is Going’ Danielle Bohlman
My Profit & Loss Statement says we made money! Where is it?
- Eight out of ten businesses fail from a lack of profit.
- 50% of businesses fail within the first five years
- In the book Profit First author, Mike Michalowicz says: “Profit is not an event, it is a habit”
You do not need to be in financial trouble to implement

Profit First is a budget based on your income (revenue)

Great accountability and discipline

Everyone in the aftermarket can benefit

Kenny did not follow the account conventions exactly like in the book but set up according to his business. His accounts: income, profit, debt repayment, sales tax account, opex account, parts, payroll account.
You may find some challenges with your bank until they understand why you want additional accounts

Danielle had challenges to cutting expenses, but they made it worked.

Too many live with a big pot of money. One account that everything gets paid from. That is how the money disappears without having a ‘budget’ for your responsibilities.
Funding these accounts based on allocations can determine exactly where attention needs to be paid. You can get a really good check on your business by looking at your bank account. KPI management is important as you see if you have enough cash to support all areas of your business including the owner’s profit.
Danielle and her husband Brett always plowed all their money back in their business. Profit First will allow you to allocate owner profit so they can enjoy the fruits of their hard work.
Danielle pays bills twice a month and has freed up a lot of her time
Fine-tuning the operating expense account allows you to allocate more to profit
This new accountability to your cash may hold impulse purchases at bay
Kenny thinking to add a new account called charitable contributions to use in the community. He will allocate a percent of his revenue and pull that percent from another allocation or increase his prices or labor rate to cover it
You only have 100% of your money and you can’t spend what you don’t have unless to don’t pay your costs or debt or government
This discipline will let you look closely at all your expenses and wonder if you need every service you purchase or spend money on, especially if you run out of money in the opex account
You don’t know what you don’t know until you know it

Resources:

A special thanks to Kenny Wedow, Danielle Bohlman, and Chris Cotton for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 134: Market Changes and What I’m Doing About Them

Carm Capriotto: Automotive Aftermarket Professional — Thu, 29 Aug 2019 04:35:25 -0400

We are dropping topics on Hybrid repair and marketing, building technician training resumes, avoiding a viral social goof, customer ADAS training, and communication tactics among other

Kathleen Jarosik began her career in the automotive field in late 2003 after relocating from Florida’s Atlantic Coast to the beautiful Gulf Coast with her family. She started working at Xpertech Auto Repair shop while also staying home part-time with her two, now teenage daughters. Without any automotive experience, she spent much of her time in the background, managing payroll, accounts payable and paperwork associated with the operations of the business. After divorcing in 2009, and only 6 years of shop experience under her belt, she purchased full ownership of her shop from her former husband and began to run it as her own.

Kathleen made 3 pivotal decisions that have since changed her life; becoming a Napa Auto Care center and utilizing their extensive benefit and training network to learn and grow in the industry, finding a business coach; Repair Shop of Tomorrow, to further educate her in marketing, operations, and efficiency, and becoming a member of Women in Auto Care where she has learned the importance of encouraging and empowering others to strive for excellence in this incredible industry. She is very involved in the leadership and volunteering initiatives in her local community and aims to increase awareness and spark interest in choosing a career in the automotive field for young women.

Kathleen was honored as the Female Shop Owner of the Year 2018 from Women In Autocare. Listen to Kathleen’s previous episodes HERE.

Brent Robinson, Co-owner with his brother Brian in Snellville Auto Center, Snellville, GA and Loganville Auto Center, in Loganville, GA

Kurt Valvis, Co-Owner, Guys Foreign Car Repair, Metairie, LA. After graduating from LSU, Kurt moved back to his hometown of New Orleans to join the family business. Working with his father (Guy) at Guy’s Foreign & Domestic Auto Repair was the best career decision he’s ever made. Kurt is very involved in the local NAPA Business Development Group, along with many charities around the city. When he isn’t working, you can find Kurt tailgating for Saints or LSU games, attending one of the hundred local New Orleans festivals, or preparing for Mardi Gras season!

Hybrid/Electric
- Get training
- Market your new talent
Training for technicians
- Access to manufacture sites
- Create a training resume for your technicians. A spreadsheet that shows tech in the row and the class in the column. Checkmark so you can see who is all on the same page and getting the training you need for your shop. Look for weaknesses and get that class set up through your supplier or online
Avoid anything that would become a negative viral social media goof
- You cannot afford being plastered over social media
- Your review ratings will tank
- Your team is always representing the business
  - They need to understand they are ambassadors of your business
- Careful of dashcams in a customer vehicle, they can record what you say and do when you in the vehicle
Your supplier may have an online resume
Digital Vehicle Inspections important going forward to build honest, and trust with the customer on the needs of the vehicle.
Your customer is driving an ADAS equipped vehicle and may not have a clue how it works and what it is about
- Provide ADAS ‘New Tech’ training for your customers. Keep them in the fold with their new customer
- Help your customers learn their navigation and blue tooth systems as a start. You are the expert; always.
Communication to team and customers is a critical need
- Everyone on the same page
- Listening to the customers will become a competitive advantage
- Find the best way to communicate with your team or your customer
  - Ask how they prefer to communicate
    - Texting, Email, Call

Resources:

A special thanks to Kathleen Jarosik, Brent Robinson, and Kurt Valvis for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 133: Why Soft or Life Skills Training Matters for Business Success

Carm Capriotto: Automotive Aftermarket Professional — Thu, 22 Aug 2019 04:22:45 -0400

The panel says that soft skills training helps build a stronger, flexible and harmonious organization. Leadership training is not just for the leader today. Everyone can benefit from being a better listener, which is the #1 soft skills or life skills training we all need to have.

In support of your work to build an enduring business culture one of the best tactics you can implement is soft skills or life skills training. Consider the message in this episode as an important component to building your enduring business culture.

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

Kyle Holt is the President of S/P2 (sp2.org). S/P2 serves businesses and career tech schools in the automotive service, collision repair, heavy-duty/diesel, welding, construction, cosmetology, and culinary industries. S/P2 is used by over 175,000 students and employees every year across North America.

S/P2 provides industry-specific, online training in safety, environmental, ethics, human resources, and soft skills. S/P2 also works to help entry-level technicians enter and stay in the industry with S/P2 Careers – the largest resume database of entry-level technicians – and S/P2 Workplace Mentoring – a systematized mentoring system to train and track the progress of entry-level techs.

An entrepreneur with a strong background in e-learning and web-based systems, Kyle is passionate about providing businesses and career technical schools the ability to utilize technology to improve the lives of students and employees everywhere. Listen to Kyle’s previous episodes HERE.

Jeff Peevy, President of the Automotive Management Institute (AMI), a 34-year industry veteran who has spent the past 20 years involved with education and research.

Jeff discusses and drives home an important strategy on ‘Building A Learning Culture’ in your business. This episode can be distilled down to four words: Let’s Go Learn Something! Listen to Jeff’s previous episodes HERE.

AMi survey
- Over 80% of employees still employed over five years when listening, communication and interpersonal skills are possessed by team members. They were rated above average or excellent in these soft skills.
Soft skills training also helps at home and in personal relationships and with retention
The boss may lack these skills which make him/her difficult to communicate with
83% believe that soft skills training will help their business
We hire for skills and not for attitude and soft skills
SP/2 attacks this issue from a CTE perspective (Career Tech Education) programs
Soft skills will most likely win the interview than tech knowledge
Are your people coach-able? Then can learn soft sills
- Not hard to teach computer skills
Judi has a game night once a month. It is a safe place where anything can be discussed
Soft Skills starts with the owners and leadership and should include shop managers, service advisors and technicians of all levels
A good mentor should have great soft skills
Jeff Peevy says listening is the single most important life skill to learn
Talking and listening is not communicating
Soft skills training is easier than technical training
Keep in mind soft skills don’t appear in high school or college curriculum’s
We are no longer fixing cars but satisfying customer needs
Your ‘great place to work’ is steeped in a great culture driven by soft skills training
Soft skills can be viewed as Life Skills or Survival Skills at both home or work
Soft skills training is not generational in need. It is universal
Judi says the millennial generation is demanding soft skill training
Jeff Peevy, in a survey without exception, is a leader had to some workers go, they would keep the millennial
- They have grown up with the rate of change and technology
In our industry, we usually look through technical lenses, but we need to learn how to look through the ‘life skills’ lens.
Great story, from Judi, about an applicant who arrives without a pen. Give them one, a red pen. So when you review the application in the future the red ink signifies they came unprepared to complete an application
Instructors in CTE have challenges to help their students not only find their first employer but the right employer.
You learn professionalism and if is developed with soft (life) skills training

Resources:

A special thanks to Judy Haglin, Kyle Holt, and Jeff Peevy for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 132: Business Coaches Lab: Building an Enduring Business Culture

Carm Capriotto: Automotive Aftermarket Professional — Wed, 14 Aug 2019 04:12:57 -0400

Cecil Bullard is President of the Institute for Automotive Business Excellence.

He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click HERE.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor.

Murray Voth, owner of RPM Training learned how to service and repair cars, motorcycles, and airplanes in his youth and earned his commercial pilot’s license.

After college, Murray was hired by a firm doing research and development in the service station industry. That led him to own and operate service stations for the next 20 years.

Murray has done extensive research into human potential and has the ability to synthesize this material and make it practical to apply. His favorite moment is when a client says, “I get it!” or “I did it!” He is known as an implementation coach. For the last 10 years, he has been the senior trainer, coach, and facilitator for a major automotive training company in Canada, and worked part-time in the USA as his schedule allows. Murray has worked with hundreds of shop owners helping them to be more profitable and reduce their stress levels. Listen to Murray’s episodes HERE.

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC).

Resources:

A special thanks to Cecil Bullard, Rick White, Bob Greenwood, and Murray Voth for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 131: Preparing Your Shop For the Next Five and Ten Years

Carm Capriotto: Automotive Aftermarket Professional — Thu, 08 Aug 2019 04:30:43 -0400

What is your future? Have you planned it? What are you doing to ensure your success in the next 5, 10 or 15 years? If you do nothing you get what you currently have and that may not sustain you to far into the future.

Your panel: Kelli Weatherby, co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ., Bill Nalu, owner of Interstate Auto Care, Madison Heights, MI and AJ Nealey, Nealey Auto Service, Edgewater MD. This diverse group has some similar yet some different strategies for their future. It is so refreshing to hear the dialogue and then compare their tactics to your current or long term plans.

We are in a dynamic industry that is in a heightened change curve. Keeping up at all levels will bring you spoils. And keeping your eye on your business with the future in sight is an important responsibility you have to your employees and your family.

We talk BHAG’s, Debt, Branches, Succession, Training, refinancing, and SWOT among others.

Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994

AJ Nealy: The importance of a BHAG – be a visionary – set the dream and do it
AJ: Debt reduction is an important goal so he can reach his goal of 10 shops in 15 years
- He will purchase going to profitable shops. Be a player in their succession plan
Bill is too much of a micro-manager and perfectionist and has not grown branches because of that
Bill needs a top-quality number two in the business to take some of his focus
A large part of Bill’s move forward strategy was to pay off the building and his house
Kelli has refinanced their building
Kelli is working on a succession plan with her husband Lee. They are working with their service manager and lead technician
AJ has done a SWOT analysis on his business (Strengths, Weaknesses, Opportunities, Threats) See Academy on SWOT Here.
- Do a SWOT on each individual team members
  - Where do your people want to grow? Align with their gifts
- Kelli and her husband did an individual SWOT because they are partners. She said it was hard to do
AJ has sent a technician for a week-long hands-on training on Hybrid and Electrical Vehicle training.
- Created a marketing campaign to promote Hybrid/EV repair capabilities
Kelli: You must keep your obligations to the government for your sales tax (if applicable) and payroll and IRS taxes. If you don’t this is a burden that will hurt your future plans.
- Use the Profit First strategy to keep monies available for all your obligations
- Listen to podcasts on Profit First Here.
“ If you empty your purse into your head, no one can take that away from you.” Benjamin Franklin
Long term commitment to training at all levels if you want an edge; owner, service adviser and technicians
Books mentioned: Traction, Rocket Fuel, Strengths Finder. Find them on the Books Page HERE.
Digital Vehicle software is here to stay and turns what is wrong with the industry upside down as it brings transparency and honesty to automotive repair.
Consolidation may open opportunities. AJ is not afraid of consolidation. He is a service business and will bring that to his customer.
Consumers know the Price of Everything and the Value of Nothing
- You’ve got to differentiate yourself and stand for what you believe in

Resources:

A special thanks to Bill Nalu, AJ Nealy, and Kelli Weatherby for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 130: Service Advisor Role Play #3

Carm Capriotto: Automotive Aftermarket Professional — Thu, 01 Aug 2019 04:34:10 -0400

Rena Rennebohm service advisor coach and the Chief Training Officer of ACT Group. When not gardening or cooking Rena is working her chosen trade, Coaching Service Advisors across the country.

With over a decade of Service Advisor experience, from the independent side of the business to the dealership side and back, Rena has seen and dealt with just about anything and everything! And after becoming proficient as a Service Advisor, she moved to the Coaching & Training side of the automotive industry. Her experience in Coaching and Training Service Advisors has allowed many, many facilities to not only build their total sales exponentially, it has helped build a stronger NET profits as well.

Listen to Rena’s previous episodes HERE.

Dave Nelson is the Manager at Antero’s Automotive. He shares the same passion for taking care of customers. He has over 15 years of experience in the automotive field as well as some time in the motorcycle and power sports industry. Dave has new found love for the game of golf. When he’s not chasing the little white ball around, he’s spending time with his wife and 2 dogs.

RJ Milnes is the General Manager of D&K Auto Repair.

Key Talking Points:

Role Play #1
Brakes- the client knows what is wrong and the car has been inspected somewhere else. A Toyota Camry

The contact number needs to be retrieved if you want to call the prospect back
- Invest in time on the phone should generate some type of call to action
Towing was brought up. Does customer have AAA. Do you pay for a tow?
Dig into why the customer believes it is unsafe to drive because he needs a complete ‘everything’ brake jobs
We could have presented to the customer that only X percent of customer who we service need ‘everything’ therefore convince the customer that a second opinion is important when an estimate for ‘everything’ and the customer has price sticker shock
Ask the customer to explain the symptoms of the vehicle that has led to an ‘evertying’ brake job quote

Role Play #2
Oil change- just looking for a price
Vehicle: 2015 BMW X6

This role-play was designed to show how to sell the value in an oil change and we are just not a ‘spill and fill’ shop.
Always remove words that have a negative connotation
- Fortunately for you, we do a Vehicle Inspection
If you have a manufacture certified shop on staff that is a strong selling point as well as servicing up ASE certifications as an added value for the customer
When customer objects to the price and sell value and they still don’t care about the ‘value’, you now have prequalified the customer if they are a good fit for your shop

Role Play #3
Check engine light – how much to replace the catalytic converter?
Vehicle: Nissan Pathfinder

A question asked, ‘What caused the converter to fail?’created doubt on the information she received from a scan device from a parts store.
RJ offered a $150 inspection charge to look at the vehicle
- If a deterrent, let me pull the code and start to test what is wrong with the vehicle. We can see codes that parts stores can’t.
RJ does not like to give prices because things usually change once the vehicle is in the shop.

Overall notes:

Many shops to not give prices on the phone.
Renna has noticed that the Lead to Conversion Rate increases when prices are given.
Some shops offer an on-line price estimator
Let features and benefits be the service advisors strong tools
During a call, you are interviewing the customer and they are interviewing you, both looking for a good fit. If cheep is what they want and you can’t deliver you’ve learned.
A call came in asking for a price on alternator and battery. The shop did not give a price. Lost the opportunity.
- However, in that case with a customer requesting alternator and battery, will most like be competitive against the dealer and gain a new customer?
- Dave asks what their objective for pushing for price. Are they looking for a good warranty, looking for a certified technician or a cheap price and will not take no for an answer. This helps you qualify the customer.
Dave like to send an itemized estimate through email

Link to Role Play Part 1 Town Hall Academy 069

Link to Role Play Part 2 Town Hall Academy 091

Resources:

A special thanks to Rena Rennebohm, Dave Nelson, and RJ Milnes for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 129: Customer Financing Options

Carm Capriotto: Automotive Aftermarket Professional — Thu, 25 Jul 2019 04:13:28 -0400

Check out this episode’s Customer Financing Options. What options do you have to help your customers with credit choices?

There are many vendor credit options to choose from and they are great. Maybe you don’t use them, maybe you should. No one wants a customer to walk out on a major purchase especially safety-related. This session is here to help you capture more of the big-ticket jobs.

You just may hear a financing option idea or two that you’ve never considered. And that is exactly what we do here, push the envelope on strategies and ideas to help you grow as a leader and build your business.

Hear about the acceptance rate of vendor finance programs and a few creative ideas on how to lock in customers with a pre-payment plan. Ever do a comparison of buying new or used vs fixing the vehicle that needs all the work? Have you ever heard of the M & D loan? You are about to.

The Panel:

Amy Mattinat is the owner and manager of Auto Craftsmen in Montpelier, VT. Her shop is an ASE Blue Seal Shop, AAA approved and she is a member of ASA, SBN & WIAC. Along with running her independent repair shop, she is able to combine her three passions: teaching small business owners how to run a successful business, teaching car care and safety to the general public and educating young people about the many career opportunities available in the auto care industry.

Amy was awarded the 2012 Top Female Shop Owner of the Year!

The award was given by the Car Care Council Women’s Board, Honored as a 2014 Professional Woman of the Year by the National Association of Professional Women, Awarded the 2015 U.S. Small Business Administration’s Vermont Women-Owned Business of the Year, Awarded the 2016 AAA Business of the Year in Vermont and served as President of Women in Auto Care 2014 through 2016. Listen to Amy’s previous episodes HERE.

Leon Martin owner of Auto Tech Services in Rochester, WA, graduated from “corncob college” as his father would say… The School of Hard Knocks… 1st – Eighth-grade training plus self-study courses. He is just a farm boy out of southern Illinois. Leon’s first formal training was by DANA and a ‘Doctor of Motors’ degree in September 12, 1972

Leon has been ASE certified since 1985…A1-A8 L1 C1 and his shop is an ASE Blue Seal Affiliate. He is a Management Success graduate, Repair One Graduate, E-Myth Business Mastery, AMAM Accredited Master Automotive manager and a Ned Tomarchio Supremacy Automotive Graduate. He is part of Elite Pro-service with Bob Cooper and Jim Murphy

Leon moved to Rochester, Washington in 2006.

He assist a local auto service and working out of a small 29 x 40 shop with a miniature office area. With the help of great people and dedicated techs, the sales average grew with a 20% increase per year for 8 years! Operating at a neighbor to neighbor, bumper to bumper slogan, the shop grew faster and ran out of space.

He looked for options because he needs to continue serving his customers in a timely and efficient manner.

Considering the challenges like getting permits, restrictions, zoning, costs and new building hindered their progress moving forward. His team started making plans with an existing facility and renovate to their standards. This new project ends up with six bays, additional service area which is future expansion. This also includes a very intense focus on being clean and “green” with a commitment that benefits the environment and mankind!

Providence lent his hand!

Leon and his team lease/purchase of the present location 18225 Pendleton Street, Rochester, Washington. It is a 4.4-acre property. Not only they are able to assist more clients, they actually have room to park, with all security cameras/chain link fencing in place, and protecting their client’s vehicles as compared to the small 3/8 acre property they moved from.

Leon’s shop offers a complete auto to light truck service

, under-hood,under-car, and bumper to bumper service! He welcomes visits anytime from clients. He even welcomes competition and calls them family. Anybody assisting in the healing world of automobiles is a part of their family. He and his team are willing to share information to assist in any way they can. They believe in the ethics of honesty and putting people ahead of the money. They want to treat all customers the way they want to be treated. This is his mission! Listen to Leon’s previous episodes HERE.

Leon:

Uses the NAPA EZ-Pay program that is 6 months same as cash
- Encourages his customers to pay the amount in less than 6 months so they do not get any surprises
- Savvy with his recommendations on all his credit options
- Has a 78% acceptance rate because he knows people have good credit.
- The time to pay for the service is attractive
- They will come back and use their card over and over to access the 6 months same as cash
- There is a minimum of $199 to finance
- On his NAPA program if they use the card the warranty jumps to 3/36 on whatever was financed
- A young person who is working on establishing credit and they can get a co-signer this helps
The time it takes Leon is about two minutes.
- He does it while on the phone
- Many customers say yes to invest two minutes to find out if they qualify
If he sees them waffle on 6 months he will offer one year same as cash for an additional fee. He is paying the fee to get them the extended terms which is why he charges for it.
His average RO is $900 for the last 5 years
He also uses an outside firm for financing he goes to that option one in twelve
Most vehicles are disposed of at ⅓ of their life.
- The average vehicle in his shop is at 125K miles. If they are willing to go to 250K they will benefit by keeping their vehicle

Leon’s M & D loan (Mon and Dad)
- Some can, some can’t
- Parents could co-sign on a 6-month program
Pre-payments. Customers will pay over-time for work that needs to get done
Leon offers to leave their vehicle if they don’t have the money.
- He will keep the vehicle until paid
  - Fenced in area or drive inside each evening. You must secure the vehicle
Leon’s white sheet tactic used for situations with a large expense $2,000 to $8,000
- If the vehicle worth repairing.
- If Leon and technician feels it is worth it
- Do not spend any money on the vehicle if they don’t like the vehicle. If the answer is yes then the white sheet comes out
  - 1. Estimate the cost of a new purchase. Estimate the sales tax for a new vehicle
  - 2. Insurance differential on current vehicle vs the new
    - Look at that cost over three years. That is why you are investing in the repair of your current vehicle to get it to last another three years
  - 3. Depreciation
- If this is a go, then a full health review of the vehicle that can determine all the right moves to bring the vehicle up to spec

Amy:

She does not recommend holding paper. It will hurt your cash flow. With all the other options available you should never hold a customers debt for service rendered
- If she does she makes the final decisions and would do only one or two a year
She discovered a program called VIP
- People pay forward, like a budget plan.
- What they wanted to pay per month, using their credit card.
- They get a 10% credit.
  - If they pay $100 per month they would get a $10 credit on their account
- It is a budget plan with a separate bank account to protect the money
- It helps build loyalty
- Accounts are designated VIP. They get the best perks
- They are the best advocates for the shop

Resources:

A special thanks to Amy Mattinat and Leon Martin for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 128: Valuing and Positioning Your Business For Sale

Carm Capriotto: Automotive Aftermarket Professional — Thu, 18 Jul 2019 04:35:17 -0400

Are you ready to sell your business? Do you know how to prepare? Is it a buyers market or a seller’s market? Do you understand some of the financial principles that drive a transaction? About 50% of you will be impacted by this discussion in the near future.

We cover a large swatch of ground as we talk about the incredible opportunity for sellers as the industry consolidates, getting your financials right, processes, leases and the all-important EBITDA number.

The Panel:

Norm Gaither

Norm started his brokering and consulting business in 1984 and is well known in the industry. For 35 years he has helped tire & automotive service dealers vastly improve their profitability. During this time, he has helped countless tire dealers realize their dreams in taking control and correctly profit from fixing their business, and ultimately selling their company. Norm is the founder of Dealer Strategic Planning, Inc (DSP 20 Group), the industry’s first tire-focused 20 Group, that he sold to Bobit Business Media, publisher of Modern Tire Dealer in 2015 and was elected into the Tire Dealers Hall of Fame in 2017 for his contributions to the industry.

Norm is a Certified Business Intermediary (CBI) and a member of the International Business Brokers Association.

Dennis McCarron

Dennis started his career Bridgestone/Firestone working in various sales and management level positions prior to leading the national retail management training programs. Most recently, Dennis was the Executive Director of Dealer Strategic Planning Inc. (DSP 20 Group), providing coaching and consulting services to its members.

With over 25 years of experience in the tire & automotive industry, Dennis is a seasoned professional with vast tire and auto service industry experience. He is also a featured columnist for Modern Tire Dealer, “Business Insights”

Dennis continues to teach workshops around North America to tire dealers from financial acumen to behavioral selling and leadership and coaching skills.

Joel Zaleski

Joel is a CPA and member of the International Business Brokers Association.

Jeff Pohlman

Jeff started working at his father’s business, J & J Tire Company, at age 16 as a janitor in the tire warehouse. Eventually moved up to other positions within the warehouse until he was sent to a retail location at the age of 20 starting as a tire changer before moving into sales. By 21, Jeff had been promoted to store manager and ran a retail location for the next 7 years. In the meantime, his father sold his company and he stayed with the new owners until his father’s non compete expired. His dad would open a Goodyear service center and Jeff left to run that location for him.

Jeff left his employment to open his first location in 1990 at the age of 30 and would soon open a second location in 1992 and a 3rd in 1993. For the next 25 years, Jeff would open new locations, closed two locations, until he netted 5 locations that he eventually sold to Monro inc.

Jeff’s dad still has the Goodyear location and shows up to work 6 days a week at the age of 93. My brother Alan is the manager of the location and another brother, Eric, would have his own very successful location that he sold to Jeff’s son Ryan as he was selling his locations.

Consolidation opportunities are the biggest they’ve ever been
- A seller’s market
- A great time to sell your business
It is incumbent on the seller to get their house in order. Speaking to a consultant at least two years out will benefit the transaction
Consolidators are buying market share. Multishop owners are more attractive because they are dealing with just one owner.
- A buyer can leverage synergies quicker
Type of buyers:
- Local
- Regional
- National
Growing from one to two or two to three are big challenges to the shop owners. Key ingredients:
- People
- Processes/systems
Multishop owners are more attractive to consolidators
Big buyers need to acquire to buy share
Earnings Before Income Tax Depreciation and Amortization (EBITDA)
- The determines the ‘Free Cash Flow’ in the business
- Looked at as the primary measure of the value of your business
- Buyers will pay a multiplier of EBITA. Certain industries have a multiplier range
- A single store multiple can be in the range of 3 -4.
- Multistore multiple from 3 – 5 up to 7-10 depending on the eagerness of the buyer
- The Multiple includes the assets and a minimal inventory
Some CPAs may not know how to evaluate an automotive service business
Selling assets is not a great plan. EBITDA is the best way.
- Therefore a profitable bottom line is your best offense in a transaction
- What the market will pay is also an important factor
Selling a family member has a different set of dynamics
Selling to an employee
- You may need to retain the risk of the business
  - If they fail, you are back in business
- Need a down payment
  - Can be worked out over time
- Can involve SBA
- You can sell the business for more with an outside buyer
Getting your Profit and Loss (P & L) statement ‘right’
- Get your cash sales and any rebates recorded
  - It is not extra spend money
  - For every dollar you put in from any cash sales go directly to the bottom line
- Business owners have perks that are on the P & L
  - There are some legitimate expenses that provide benefit to the business
  - For a new owner, they will not value those expenses and can be added back to the overall earnings of the business
  - There are some that are not and need to be normalized out of the statement or exposed when calculating the business value
  - Be prepared to talk about these perks with the buyer so they know what will be non-recurring expenses when they acquire the business.
  - Some expenses can be excessive and may be scrutinized if they are added into EBITDA
Buyers look at a business where the owner is not the center of the wheel.
- The business cannot be owner-centric
- Process and procedures allow the business to run without the owner
- If the owner has not let his people run it, the business could dive into a black hole with a new owner because the owner had been the face of the business
- Can you take off two weeks and have your business run
Many buyers are looking for general repair facilities
- They may worry that a nice business may not fit into their operating model
- It is harder to find a buyer for a nice facility (Euro)
Lease or owner-occupied are not factors in the evaluation of the business
- Owner the building brings long term income as the landlord
- Buying your building/real-estate should be a goal
  - Forgo your toys and buy your land
- You can make more money off of real estate than your business
We are in times of tumultuous change
- You need to stop and formulate a plan short term or long range on your options.

Cardinal Brokers Website HERE

Resources:

A special thanks to Norm Gaither, Dennis McCarron, Joel Zaleski and Jeff Pohlman for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 127: Overcoming Owner Burnout

Carm Capriotto: Automotive Aftermarket Professional — Thu, 11 Jul 2019 04:12:03 -0400

Jon Bockman owns two locations; Bockman’s Auto Care in Sycamore, IL and the newly opened Bockman’s Truck & Fleet in DeKalb, IL. Jon is a second-generation owner of a business that has been around since 1964. He is a member of ASA and sits on the local college advisory board. He is the treasurer of a NAPA Business Development Group and is the winner of the 2019 NAPA AutoCare’s Shop of the Year.

Jim Hayes is originally from North Carolina, but spent time in various places growing up and has lived in the Monterey Bay area for the past 23 years. He grew up playing sports and spending as much time as possible in the outdoors; hunting and camping are among his favorite pastimes. After high school, Jim joined the United States Army where he served with elements of the Intelligence and Special Forces communities. After completing his goals in the Army, he moved to the Monterey Peninsula where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim made a transition to the automotive industry where he currently serves as General Manager of Pacific Motor Service. His background keeps him dedicated to the building and development of the most important asset any company has: its team. With a strong desire to maximize the potential of those around him, Jim has created a leadership and personal development course that is attended on a volunteer basis by 90% of the company’s staff. Jim’s goal for the business is to optimize performance and maximize efficient profitability by using the fundamentals of business finance, strategic planning and by creating a culture built on a foundation of principle-centered leadership.

Gerry Frank has been in the auto repair industry for over 39 years, Gerry has worn all the hats. From technician, manager, owner and now business coach. Gerry still owns his repair shop in Cleveland OH and is a principal member in Repair Shop Coach, helping repair shop owners to work smarter, not harder. Gerry started working in a Shell station while in high school when gas was 69 cents a gallon.

Garry is known as the numbers guy – They say everybody has a special god given talent or superpower and for Gerry, that’s the ability to see the holes in the bucket in any business by examining a few financial reports. Look for Gerry’s other episodes HERE.

Jon Bockman

Join a peer group – I belong to the RLO’s 20 Group and after leaving a meeting I’m stoked to go back to the shop and get things done.
- Peer group can and will hold you accountable to the changes you want to make
- You will need to delegate a task but not the responsibility to the task
Take a class in either karate or tai chi. I’ve done both and prefer karate (I’m a 2nd-degree black belt)
I go to Disney to recharge. I say Disney because they really know how to take care of their customers. It’s the get-a-way I need.
Try a stay-cation. We installed a pool in our backyard a few years ago and just being in or around water helps my stress level.

Gerry Frank

Date was probably 20+ or so years ago. Should have been the happiest time in my life2 young children at home, loving wife. Just recently purchased our home. I had every reason to be the happiest guy on the planet!
BUT life for me seemed to suck – I was burnt out
- Working 50+ Hrs a week
- Seemed everything in the business revolved around ME
- If you want it done right you have to do it yourself
- I would leave it all at the shop & have nothing left for my wife & kids
- Worst of all I had lost the passion for the business.
- Something had to change & that something WAS ME

6 steps to overcoming shop owner burnout.

Our thoughts become our destiny.
- I remember reading your mind is like a garden, your thoughts become the seeds. You can either harvest a bountiful crop or a bunch of weeds.
- Become a success student (Read, listen to audio books)
- By changing what you are putting in your head, you change your life
- I remember listing to Zig Ziegler on my ride into work & telling myself “Some repair shop is going to have a record day today & it is going to be me”
Learn to say NO.
- I was exposed to the Pareto Principle (80/20 rule) and quickly realized…
- I made 80% of our revenue from 20% of our customers. (Treat them like Gold)
- In reverse, I got 80% of my headaches from the bottom 20% of my customers.
- Beating me up on price, always complaining, I just didn’t enjoy dealing with them.
- I politely sent them packing
- Doing business with clients that appreciate you make each day so much more enjoyable.
Work in your genius mode – delegate the rest.
- I realized when I was writing service, or spending time building a team the business was growing. I was doing rewarding, fulfilling work, utilizing my God-given talents. The $100 work.
- I was great as a technician, but quickly realized the business would never grow & I would never be free if I continued to wrench.
- Also, I was fortunate, that my wife was able to take over the bookkeeping duties, which freed up more of my time to work on it, not in it.
Hang out with other successful people.
- “You are the average of the 5 people you hang around with.”
- I was hanging around with losers, as I grew and reached for more, they wanted to pull me down to their level.
- Attended Dan Kennedy’s Super-conference. Met millionaires & celebrities
- Joined a coaching group (A few within our industry. some outside our industry)
- Exposed me to Big Thinkers
- Even something as small as joining BNI helped me meet successful business people.
Set Goals & work the plan
- I remember my goal was to earn $100,00 (That seems so far out of reach at the time)
- What did we need to do in revenue, margins, cars each week to make that dream a reality?
- This was before the days of the I-phone, endless apps & reminders.
- I laminated a small card & carried it in my wallet. Looked at it 2-3 times a day
Love your people
- People are a business’s greatest asset.
- They are hard working people, with families of their own.
- Help them grow, teach them what you learned, elevate them to become leaders, better husbands, wives, fathers.

I have gone from working 50+ hours a week at the shop, barely paying the bills. To now working 5Hrs per week at the shop in strictly a leadership role, and the shop continues to thrive. I now love helping other shop owners, get out of the trenches & create the life of their dreams.

Jim Hayes

Burnout is a state of emotional, physical, and mental exhaustion caused by excessive and protracted periods of negative stress. It occurs when you feel overwhelmed, emotionally drained, and unable to meet demands.

Causes:
- Distraction:
  - Loss of purpose
  - Loss of focus
  - Loss of interest
- Overwhelmed/lack of support:
  - Absence of a wing-man
  - Insufficient staffing (empty seats on the bus)
- Ambiguous time-frames
  - Too far from the end of the tunnel — no end in sight
    - Lack of coherent, long-term goals
  - Too close to the end of the tunnel – no succession plan
    - Insufficient time to prepare for a soft landing

Change your thinking, change your life
“If it isn’t written, it isn’t real”. Jerry Kezhaya
Jim Hayes reads books with his team and discusses them and helped out their team, culture and purpose

Resources:

A special thanks to Jon Bockman, Gerry Frank, and Jim Hayes for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 126: Firing Customers – When is it Right or Wrong?

Carm Capriotto: Automotive Aftermarket Professional — Thu, 04 Jul 2019 04:11:50 -0400

A Remarkable Results Radio episode highlighting when is it wrong or right in Firing Customers. It takes more to attract and retain a new customer. Understand the importance of every decision.

Joe Hanson owns Gordie’s Garage. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. Listen to Joe’s Episodes HERE.

Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.

Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE.

Doug Callaghan, CEO Vic’s Service Centre in Wainright, Alberta Canada is the winner of the 2016 Auto Care Association ACE (Automotive Career and Education) award. Doug shares his story of transformation, recognized by Auto Care, that earned him this recognition.

He made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the leadership to make those ideas and plans become reality, I was not going to let that happen. I wanted to see an increase in our net profit and a better life for myself and my team”. He continues that commitment today. Doug has experience working with disaster plans with the Credit Union Board that he chairs. Find other episodes that feature Doug HERE.

LINK: Chick-Fil-A — Every Life Has a Story

Joe Hanson

Non-Payment
- If the customer stops communicating that is a warning sign
Disrespectful or mean to staff

Other than that…you have control…

Are you bringing the best out in people? Maybe YOU should be fired!

I can be a good customer or bad customer just like anyone else
If I am having a bad day and I get bad service I could see myself becoming a customer that “they don’t want”

People skills can avoid firing customers. It can turn a “should be fired customer” into a great customer

Empathy
Caring
Patience
Listening
Taking the time

It is our responsibility to build a culture of “I don’t want to fire them” customers

Are you the cheapest in town?
Do you have a “crappy” looking facility?
Do your team members portray professionalism…
- In how they act
- In the way they dress
- How they answer the phone
- The way they sell
You will attract customers who can relate to how you present yourself

Doug Callaghan

Customers that are mean or abusive to the staff and become high maintenance
Believe it is ok to price shop and demand that you meet a cheaper price, they do not value the relationship we are trying to build
Engage in or suggest that we help them complete unethical activities.
They no longer fall into our avatar client and become problem prone and complain.
You know when a customer that knows everything and is going to tell you how to run your business is not a good fit.
The owner sets the tone on the standards of customer service.

Jerry Kezhaya

When they cost you more then they pay.
Soliciting you to do something illegal.
Forcing you to do something that is immoral.
If the client is not respectful to you or your employees.
The customer is not always right, even though we’ve been taught the customer is right.
Jerry had a bad lesson with a picket for a few weeks.
We are in the service business not in the abuse business. Be respectful of each other and work to see both sides show people we care

General thoughts:

It takes more to attract and retain a new customer and we tend to hold on to every customer
The fear factor of losing a customer can prevent us from letting a ‘user’ go or in this sense, Firing Customers.
Some customers are not fixable and will not mesh with your culture. In retrospect, Firing Customers is the logical way to go.
If our car count dips we tend to think that the customer we let go two weeks ago is now hurting your customer.
It is rare that Firing Customers, however, it happens and should be for the right reasons

Resources:

A special thanks to Joe Hanson, Jerry Kezhaya, and Doug Callaghan for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 125: Client Loyalty Programs – Do They Work?

Carm Capriotto: Automotive Aftermarket Professional — Thu, 27 Jun 2019 04:06:45 -0400

Brian Bates, AAM is the owner of three Eagle Automotive in the Southwest Denver area. He began his career in 1996 working as a technician in a local dealership. Brian is an ASE L1 Master Technician. He earned a BA Degree in Business Management in 2000, and bought his 1st shop in 2004. Look for Brian’s other episodes HERE.

Vinnie Lucido has had his hands in the automotive industry since 1996, starting in High school as a CSR at one of the last 76 Full-Service Gas stations in Reno. He found a passion for helping people through their most prized possessions, their automobile. Vinnie and his brother Anthony partnered together & opened CoAuto in 2014 and have been nothing but success in their new undertaking. Vinnie is ASE certified and has operated in every capacity of the automotive repair field. Throughout his career, he has been a customer service representative, a service writer, a technician, a manager and now an owner. Ultimately, he finds he is happiest when he is in communication with his clients and gets the opportunity to get to know his guests. Vinnie spends his time building relationships and networking and in turn, the shop continues to grow. Listen to Vinnie’s previous episodes HERE.

Jeff Rudnick has been involved in the Automotive Industry since 1993. He spent 9 years as a Manufacturer’s Representative selling Automotive Parts and Accessories to clients in the Pacific Northwest. During that time, he worked directly with dozens of Manufacturers and Importers of Parts and Accessories to find distribution across all levels of the Automotive Industry.

Jeff founded The Rudnick Group in 2002 calling directly on Automotive Repair Facilities to serve their marketing needs. Initially, The Rudnick Group focused on Reminder Mailers utilizing CustomerLink’s services; this relationship continued until CustomerLink sold to Intuit. Quickly, The Rudnick Group added Brand Development, Website Design and Management, Web Marketing Services and a comprehensive Direct Mail offering. The Rudnick Group became Pit Crew Marketing in 2006 when eWardMe Auto Shop Rewards was launched.

Jeff is an avid skier, backpacker, mountain biker and traveler. Jeff’s home base is currently The Big Island of Hawaii just outside Hilo.

A client loyalty program will not fix broken systems, processes and a weak selling system
What is the end game? What are you trying to do?
- Recruiting
- Retention
- Bring in declined work
- Community fundraising
- Rewards to drive down the cost of repair
Many clients are loyal. These programs wrap your arms around them.
Find every competitive edge to build a relationship with your client
What is loyalty?
- People who trust you and you trust them
Ideas from this episode:
- Christmas cards to ‘best’ clients.
  - Best is relevant to your situation
- Christmas poem is created with a staff picture with ‘cash’ coupons
  - Vinnie sent out $160,000 in Co-Auto Cash. Good toward labor only
  - Different version every year to see how long they’ve collected
- Co-Auto works with:
  - Military
  - Hippies
  - Art
  - Education
  - Women
  - He partners with a restaurant for $20gift cards for a referral program
  - Veterans car giveaway each year. For Vinnie and his brother, it is about how it makes them feel rather than the publicity he receives
A rewards program does not replace doing quality work. Don’t include a loyalty program if you don’t have great processes and system that are producing quality repairs.
We are hyperlocal businesses and you need to consider that your rewards program can have a flair of supporting the local community
Talking about your charitable programs must be talked about at the counter
People do business with people
Design your program to make a real connection
Data collection on your loyalty program is important to find out what is working and is you are getting a return
90% of Brians customers have his loyalty card
- Reward for loyalty and include charitable programs in his community
- Allows him to reach out to his customers through this program when he is slow
There are stakeholders that include your team members, your customer, and the business.
- Team members should be involved in deciding what community organizations you will support
- Involve your people to make connections with the groups you work with. Let them lead
- Ask your customers what charities are they close to or involved with
- Create a spirit committee among your team and decide your company events and what you community involvement will be
Customers must be reminded of their loyalty program earnings to make this effective
Research found that when a one and done customer became involved in a loyalty program they came back to the shop for a second and third time
Create a containerize loyalty program. Rewarding for taking care of their vehicle. Explain in detail how it works and benefits them.
Careful not to increase discounts or create expanding discount and not increase loyalty.
Loyalty is about giving as little as possible to get the best possible result
- Do not get too complicated
This is no replacement if you don’t have a good selling system
Brian started to discover why some customers don’t come back
- Called them. He discovered:
  - Bought new cars
  - Moved out of the area
Vinnie is texting to customers if they have not been back
- He also likes to send surveys. People one on one may not tell you exactly how they feel so he believes a survey get close to the truth.
Why should someone be loyal to you?
- A client loyalty program means nothing if they don’t have trust and a relationship
- A program will not necessarily create loyalty on its own

Resources:

A special thanks to Brian Bates, Vinnie Lucido, and Jeff Rudnik for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 124: So You Need an Accountability Coach?

Carm Capriotto: Automotive Aftermarket Professional — Thu, 20 Jun 2019 04:19:18 -0400

THA 124

These guys brought their A game and really were extremely transparent about their own personal story. The panel’s message resonated and was on point about coaching and accountability. There is a lot of talk in the industry as to the value of an accountability partner or coach. It is a personal decision. It is not for everyone, but this summit will help you resolve some of your very own concerns and help you make a decision.

Barry Barrett covers the premise of the book that builds a foundation for negotiation on the basis of understanding the other party through empathy and active listening skills.

During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.

Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. He is a Ziglar Legacy Certified Coach. Find Barry’s other episodes HERE.

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program. Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Listen to Carl’s previous episodes HERE.

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island. He attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists, Poughkeepsie, NY. When the owners retired in 1995, Kevin bought the business and the rest is history. Find Kevin’s other episodes HERE.

If you are not willing to be held accountable do not consider hiring a coach. Do not listen to this episode. Stop reading
If you admit that you do not know it all, you may benefit from an accountability coach
You need to find a coach where the relationship is of mutual respect
- You will not listen to a person who you don’t value
Coaches are not trophy’s on the shelf. You must listen and do what you both decide on
Don’t pay if you will not play
None of Us is as Smart as All of Us
You need to find an accountability coach that is compatible with you. Not necessarily like you but understands you and will push you
Carlo found a ‘C’ suite coach to help him with his personal leadership skills. He also has a business coach
- It allowed him to find an area that helps him and his business flourish
Not all coaching or all coaching is the same
The industry may not understand the ‘I don’t know what I don’t know’ business axiom and cannot admit that they could use help to discover what they need to know
Don’t judge the coaching industry by just one coaching experience or one interview
Consider that your leadership team help hold you accountable
CEO’s get paid to generate ideas
You must convince yourself that there is a better way. It is up to you who decides not your significant other, your partner, your friend or your coach. You.
Two of Barry’s core values
- Humble Confidence
- Radical Transparency
How to find a coach
- Based on your need. What specific areas of improvement are you looking for?
- Get referrals from others that have had success
- Match your profile on an intellectual and emotional level
- You may want a coach that has been in the industry
- To understand my needs
- They must be successful with others like me
Be willing to say we did it not I did it. It takes a village
Build your business so that it doesn’t collapse when you are not there
Make it a ‘get to’ not ‘have to’
Are you ready? Have you had enough? Rob Rowsell. See episode https://remarkableresults.biz/e417/
When the student is ready the teacher will appear.
Expect that you will learn that you will fire some of your people so you can create a better team
- You hired the wrong person or you created the wrong person
You have a good coach if they want to fire you for non-compliance. They should not take your money if you are a non-player.
A coaching relationship must be a fit. Expect your coach to do due-diligence on you as well your due-diligence on them.
Keep in mind good coaches pull the answers from you. Consultants give you the answers. You want a coach.
- You may not like the questions you are asked. That is OK
- Your answers to the questions give you ownership of the answer as you discover that you need to do to improve yourself or your business
Look to discover your bad habits and change them with your coach. f you don’t want to change; you may be the problem.
- Sometimes you are in too close to see the big picture
Experience is the name we give to our mistakes. Barry Barrett
It starts by admitting your weaknesses.
Don’t things correctly is better than being proud. Find humility
You can judge people by considering if you would work for them
Knowledge paired with execution is where the power is
Pick the right coach who can help in the areas that you need
- Emotional intelligence
- Business
Are coaches the right fit for you. Are they emotional or business processes, numbers, KPI type of coach
When you get new eyeballs on your company you get new ideas and answers

Resources:

A special thanks to Barry Barrett, Carlo Sabucco, and Kevin Eckler for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 123: The Power of the Supplier and Service Professional Relationship.

Carm Capriotto: Automotive Aftermarket Professional — Thu, 13 Jun 2019 04:20:41 -0400

THA 123

Danny Durbin is the owner a second generation parts store, Durbin Auto Parts, in Prattville, AL. Danny is an active member of the Automotive Aftermarket Association (AAAS) and holds a seat on the Board of Directors. Danny works closely with all of the surrounding service providers and is integral to the success of many aftermarket businesses in his area.

Keith West is the Financial Controller of Auto Supply Company in Bowden, GA. Keith has been an industry leader for many years and is currently the Chairman of the AAAS Board of Directors. Keith understands the critical role that good business relationships play in bringing value to your business.

Matt Ward is the Director of Government Relations and Field Services for AAAS. Matt works closely with many organizations and AAAS members to monitor legislative issues that could have a potential impact on the aftermarket industry. One of the key legislative issues for AAAS is workforce development and the availability of training resources. Matt works closely with the AAAS Educational Foundation to award scholarships to members and their employees for technical training and the pursuit of higher education. Since inception in 2005, the AAAS Educational Foundation has awarded tens of thousands of dollars to 156 scholarship recipients.

A key component of a strong supplier/service professional relationship is TRUST
Collaboration is critical when the pro is stuck when they need to find a solution for a part
Too many service professionals are not making money and some turn to their trusted supplier for help.
- Gross margin lessons
- When the service professionals are not profitable they believe they need to buy at a lower cost.
  - This can be an actual loser of margin
Suppliers know that the service professional doesn’t have a proper labor rate
Suppliers are hearing about the skilled labor shortage
Association membership continues to be important
Suppliers encourage their customer to be involved in associations
Everyone has to win
- Service professional, jobber, WD, Manufacturer
Even though e-commerce is strong and growing; knowledge,on the parts counters, continues to be important and a big challenge in the industry
Legacy parts stores have older catalogs, paper, that come in handy when looking up older applications
Inventory is a big challenge for the parts store from an investment perspective and they need to stay on top of non-movers to re-invest their dollars on parts that move
Supporting technical colleges with training and advisory support
The salesperson still holds a strong bond between the service professional and the supplier.
- Personal relationships are critical to support the success of the service professional
Owner/District Manager must visit the shop owner at least two times a year.
- The personal contact builds a connection to help solve problems
Technical training is being offered to the service professional from the supplier.
Many from tech college or high school vocational automotive programs can work in the distribution business

Resources:

A special thanks to Keith West, Danny Durbin, and Matt Ward for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 122: Talent Management – Developing Your Leadership Team

Carm Capriotto: Automotive Aftermarket Professional — Thu, 06 Jun 2019 04:20:06 -0400

The Panel:

Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981.

Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture.

Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’s previous episodes HERE.

Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Home builder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969.

Mark also serves on the Board of Directors of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE.

Tom Palermo

Identify talent and put employees on a path to success early. A good interview process can get the ball rolling here from the start.
There are people that need to get comfortable before they can show their full potential so be sure not to box anyone in. The inverse to that would be to understand the limitations of each person and don’t put them in a position to fail. The ability to do this comes with time and experience.
Don’t micromanage. We have all done it and it has never worked. In order to get employees to take ownership and lead, you have to give them the reigns and let them steer. Develop a training program that gets them up to speed on your policies and procedures quickly. Once they are up to speed let them do their job. Support them when they need it but don’t subvert the process by doing it/thinking for them.
Use team building events and exercises to get everyone on the same page. I like to utilize events done as a group as opportunities to build relationships between employees. Having a good relationship outside of the day to day changes the way people interact in the heat of battle. This is critical to groom today’s employees into tomorrows managers. These events could be anything that gets everyone together to learn and/or have fun. ie training, fun events(track nights, dinner out, etc), lunch and learns, etc…
Lead from the front! The best way to motivate and encourage leadership qualities in employees is to make sure they understand that you are willing to do whatever has to be done to succeed. When they understand you’d never ask them to do something you wouldn’t do or haven’t done, employees respect you and are more willing to take ownership and ultimately succeed.

Mark Roberts

70:20:10 Principle
- 70% of learning happens through experience, such as daily tasks
- 20% through conversations with other people such as coaching
- 10% through traditional training programs.
Leadership happens mostly through experience.
Delegate don’t dump – You have to slowly start giving them projects and tasks and provide the training or tools to complete the tasks.
Allow them to make mistakes
Everyone should have a mentor and be mentoring others

Judi Haglin

Lead by example
- Wonderlick cpp and bird test behavioral profile
- Know your people. Find their strengths
Find out what motivated each individual
- Goal posters
- Team goal posters
One one ones
- 10 questions how can I help
- Item to work on
Core values and culture
- Set your core values to attain the behaviors you want from your team
Blameless problem solving
Know yourself
My sticky note is my friend program.
- If I write it down, I need to delegate it.
Take time to think. It is a job of yours. Schedule it.

Resources:

A special thanks to Judi Haglin, Tom Palermo, and Mark Roberts for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 121: APPS That Improve Productivity and Make for a More Efficient You

Carm Capriotto: Automotive Aftermarket Professional — Thu, 30 May 2019 04:10:43 -0400

The Panel:

Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns Dubwerx, a multi-shop owner in Cincinnati, OH.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry.

Ryan has also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.

Edwin Hazzard is a business owner, mobile diagnostic tech, automotive instructor and currently, a contributing writer for Motor Age magazine and automotive service professional magazine and has been an auto tech since 1984. Listen to Edwin’s previous episodes HERE.

Craig O’Neill an integrator and trainer at Autotex.me. Though he initially began college seeking a degree in history education and was heavily considering missionary aviation, it was obvious to him that his primary calling was to raise a family. Setting aside his full-time education, Craig committed himself to scale the 3rd generation auto repair business to be successful in these exciting but challenging times.

An ASE certified technician and service consultant, he is visibly excited about the technological advances the industry is seeing and frequently can be heard speaking to clients sharing his enthusiasm.

Craig is committed to elevating the professional image of the automotive service community and consistently looking for ways to communicate with bright young people regarding the opportunities that exist in the automotive service profession. Listen to Craig’s previous episodes HERE.

Ryan Clo uses Google Docs to create a todo list. This makes for desktop and mobile. He puts in hyperlinks to help him. He is on his desktop most often. This allows him to be organized.
Craig uses Calendy to schedule time with him.
- It helps him manage his time with clients
Too many shop owners let their day manage them instead of them managing their day
Ryan uses Gmail and an add-on called Boomerang
Use Gmail read receipts to get a verify on an important message
Zoom or Skype for face to face with certain clients or a networking group
- Shop owners should have a camera and USB headset/mic at their ready for this new way to communicate
- Multi Shop Operations use Zoom to stay connected with their teams and to hold meetings
  - Bridges the gap of distance
Duo for Android for face to face
Join.me is a quick free app for screen share
Mighty Text is an app you can use on desktop and sync to your smartphone
Apps to consider
- Insurance company
- Airlines
- Bank
- Training events
- Associations
- Remarkable Results Radio
- Loyalty card app
- Uber
- Lyft
- Uber Eats
- Waze
- Facebook
  - Groups
  - Marketing
- Evernote
- Slack
- Apple Health App
- Foodicate
  - Food bar code scanner to understand what is in the food you buy
- Drop-Box for cloud storage
- Google Drive
- Google Tasks
Express VPN. A level of protection while you are on the road. Encryption

Resources:

A special thanks to Ryan Clo, Edwin Hazzard, and Craig O’Neill for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 120: How Can We Provide Our Technicians a $100K Yearly Pay Package?

Carm Capriotto, AAP — Thu, 23 May 2019 04:20:00 -0400

Seth Thorson was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.

Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes HERE.

Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo.

Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.

Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in previous episodes HERE.

Frank Scandura from Franks European in Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Raise your labor rate today. Charge (get paid) for what you are worth
Get a business coach
Start networking
Join a group/association
It starts with the owner to get their business into a high-profit zone
Treat your business as a business.It is an entity
The majority of shops are not charging enough
Fear is the biggest reason why shops won’t charge for what they are worthFEAR: False Evidence Appearing Real
Are we charging the proper labor rate so we can pay for top-level technicians
Shop owners do not understand business and they need to break through and become a CEO
Cannot run a great business if you are racing to the bottom.You need cash to create uncompromising success
Minimum entry into this business is fixing the car right the first time.
We are using bad reference points in how we set our labor rate and pay scale
Entities are poaching our talent and those entities do not require the skill that we doWe are losing higher skilled people to lower skilled jobs
Techs are leaving for all the reasons we have covered in this Academy
Frank is charging more per hour for working on 24 years and older cars
Being independent can be a curse
Tesla charges $250/hour as a shop rate.Just as much computing power in a Cadillac as in a Tesla
Is moonlighting hurting the industry?Is it pay?
Most technicians cannot see past their next paycheck.Financial support is necessary to understand their financial need.
Many say they are not making enough money are really saying that they are spending too much
They need a budget and you can help with that
It is what you keep not what you make. A lesson we all need to face
You need to show your team members what their total compensation isInvisible paycheck shows the entire compensation package.
Health Care, Retirement, Paid Training, Paid ASE Tests, Tools, FICA, Dental, PTO (Time Off), Uniform, Vacation, and more
You have intelligence and emotion to deal with in life. It is a balance you need to be aware of.
Create your organization chart with roles and responsibility
It is simple math to figure out what to pay your techniciansCost of living, demographics come into play
Put your numbers to paper. Consider the service writers and technicians pay.
If you can’t pay what you feel you can, you may be in the wrong market to generate the revenue and margins necessary.
Start now to make changes to your businessImproved margins
Increased labor rates
It is a process and will not happen overnight
Jerry looks at his business as a factoryIn one side is a broken car
At the end of the ‘line’, you have a happy customer
The factory efficiency must be tweaked all the time
Many reasons you cannot keep great talent can be because of a lack of:Training
Systems
Procedures
Profitability
Unorganized, unkept facility
Marketing
Tools/equipment
Environment
Culture
Ideas on compensation elementsASE Testing
Training
Efficiency
Comebacks
Years of Service
Training hours per year
Layout a compensation plan so your people know where they can be when milestones happen
Listen to where your people want to be in their life and work with them to help them reach those goals which will include the right compensation plan
Seth is using a coaching process to align personal goals to the companyIf he has to pay for a Dave Ramsey class to help them budget and manage their debt
Frank will provide financial training in his yearly 40-hour requirement for his peopleYour housing should be no more than 25% of your take-home (Dave Ramsey)
Your people need to earn their keep and you need to evaluate
Go on shop tours

Resources:

A special thanks to Seth Thorson, Frank Scandura, Jerry Kezhaya, and Matt Fanslow for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 119: Improving Employee Loyalty

Carm Capriotto, AAP — Thu, 16 May 2019 04:26:00 -0400

The Panel:

Donnie Hudson, Troy Auto Care, Troy, MI
Roy Foster, Roy Foster’s Automotive, Reno, NV
Steve Finzel, Finzel’s Master Tech, Terre Haute, IN

Donnie Hudson

Communicate with your Team! Weekly! “They Want to be Involved” Feel like they have a say.
Keep It Fun! Think outside the box! Set Weekly Sales Goals! “Don’t Get Complacent”
Offer Paid Training Classes / Tuition Reimbursement /
Simple IRA / Tool Credit / Health Care Allowance
Donnie says a solid pay program is very important but it is not necessarily about the money. It is family time and benefits that drive employee loyalty.
Listening to your people is an important rule of leadership.
Fact Finding Friday’s meeting.
He offers paid time off to do something in the community for his people. Something charitable of their choosing.I’m here to support you.
He takes a portion of his team and families to Las Vegas for AAPEX

Roy Foster

He has a 4 day work week for most on his team who want it. Retirement plan, health and dental, ongoing training both in house and AutoTech Training, bonus programs.

Weekly Team Meetings: Council together, listen to their input and let them help make policies and procedures, set goals together, regularly share KPI’s, share successes, address their concerns and discuss safety.
Create a culture: Get buy-in from employees through success, share customer reviews, cleanliness and organized, let them know when they are doing a good job, share in the vision and mission.
State of the Art Equipment: have the best tools and equipment, information systems, have the right tools for the job, equipment training videos and manufacturer training clinics with lunch.
He cultivates an environment where his team wants to be there. Acknowledging a job well done.
Invest in state of the art tools, equipment and software.

Steve Finzel

Employee loyalty is about the relationship. Through the use of one on one meeting, monthly team meetings that include total shop performance and key indicator numbers, and Friday casual lunch meetings, employees feel connected to the business and each other. As shop owners, it is part of your responsibility to nurture this. MOP bucket meetings to get anything off your chest. No names no rebuttal. Honest and transparent.
Using outside of work experiences like summer family party, Christmas party, Happy hour, out of town training and sporting events helps to create the bond.
Providing training, healthcare, simple IRA and an above average compensation package tell the employee you care about the well being of them and their family. Providing training lets them know you care as much about their success as yours.
Steve closes the shop between Christmas and New Years.
Benefits require the growth of your business and profits.
Leaves a skeleton crew at the shop and takes most of his team to Vision.

Resources:

A special thanks to Donnie Hudson, Roy Foster, and Steve Finzel for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 118 Recruiting Students to Discover a Career in Automotive

Carm Capriotto: Automotive Aftermarket Professional — Thu, 09 May 2019 04:28:15 -0400

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN.

Seth was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.

He is the owner of Eurotech which specializes in BMW, Mercedes and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.

Dave Macholz is the Academic Chair of the Automotive Technology program at Suffolk County Community College, the largest Community College in the State of New York.

Dave began his career as a Technician at the age of fifteen and worked as a tech while pursuing a degree at CUNY Queens College. After College Dave owned and operated his own shop and continued to work as a Technician until being hired as a full-time High School Automotive Teacher at Eastern Suffolk BOCES in Oakdale NY.

Dave served as the lead instructor for the AYES Automotive program at ES BOCES for several years before leaving to take a position as a full time Instructor at Suffolk County Community College in Selden, NY where he currently Chairs the Fiat Chrysler MOPAR CAP Local, General Motors ASEP, Honda PACT, Subaru U, Toyota T-TEN, and general automotive programs.

Dave is an instructor and program consultant for Worlpac where he teaches and manages a team of Asian market vehicle technical trainers. In addition to his instructional background, Dave writes technical articles for Motor Age Magazine, serves on several industry and publishing company advisory boards and is an advocate for continuing automotive education for working automotive professionals. Listen to Dave’s previous episodes HERE.

Aaron Dalton joined North Kansas City Schools in 2008 as an Engineering Technology Teacher teaching college engineering courses for 9 – 12 grades. Over the years, Aaron furthered his degree in Career and Technical Education (CTE) Leadership and became one of the lead teachers in the school district. In 2017, he was hired as Assistant Director for a Kansas City Area Career Center and in 2018 was promoted to Coordinator for School to Career Programming at North Kansas City Schools.

Aaron currently oversees all career pathway programs in 6th grade, middle school, high school, and off-site programs like Automotive Technology. In the evenings, he teaches drafting courses at the local community college.

Don’t sell ourselves short. This is a fantastic career.
- We’ve got our problems but more and more are turning around and fixing our issues
Be sure when you build a mentor and mentee program with an apprentice, you select the right person
- Be sure your mentor doesn’t disenfranchise your new hire
This is a high tech job today and into the future.
Seth: Career path to trade program in high school to include income pathways
Middle school is an important part of creating interest and excitement into automotive careers
Get involved in career fairs.
- Present or just talk to classes, parents and school and administration
- Get former students working in the automotive to speak to students and parent
Hold shop tours. One of the best exposures to the automotive to parents and students.
- Be sure counselors and principals come to visit your shop.
Post-secondary schools have OEM relationships with their specific programs
- Independents must get involved and engage with the college by speaking to department heads and participation on advisory board.
The quality of post-secondary (college) programs helps generate recruitment via student word of mouth.
Many students who go to work for dealerships work in the maintenance area (oil changes) and get disenchanted.
Seth Thorson: Graduating students get shop tours at independents
- He hired an apprentice from a most recent tour
Seth creates his own graduation program for a new apprentice as part of a career path
- Apprentice/Mentor program
- Includes ASE goals
Messaging
- This is a high tech industry
- Not a dirty hands job anymore
- When talking to parents and students, have students talk to them about their experiences.
A draw for recruitment
- Career path
- Clean shop
- Resolve compensation issues
  - More profitable shop
  - Salary plus incentives
  - Tied to training and ASE
Do mock interviews for your school
Help with a NATEF review
You have to reach out to students because the ‘word’ may not reach them through the school unless we do it
Get high-school counselors to post-secondary automotive tech facility and observe
- Set up some ADAS calibration if you have it and show them.
- Independents must be prepared to discuss pathways and compensation plans with guidance counselors
We’ve got to figure out how to pay a living wage for technicians
Seth Thorson: Consider supplying a starter toolbox for new recruits from post-secondary
When you are presenting bring items to pass around and for students and parents to touch. Scopes, sensors, etc.
Many in education don’t reach out to independents, therefore, the independents must reach out to the high schools and colleges. Find the time the one hour it takes to help your business and the industry by reaching out to the schools.
- We get too tied up in our silos. Get in your car and visit.

Resources:

A special thanks to Seth Thorson, Dave Macholz and Aaron Dalton for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 117: Creative Brainstorming: How To Build an Idea Factory

Carm Capriotto: Automotive Aftermarket Professional — Thu, 02 May 2019 04:15:27 -0400

Shari Pheasant, the Queen of Horsepower, believes in building people first and uses her own brand of horsepower to drive people from the inside out. She is a dynamic speaker, multi-award-winning business innovator and president of the Reno-Sparks NAPA Elite Business Development Group. Shari owns A Master Mechanic, with her husband Jeff, and transitioned to an “out of the shop owner” in 2014.

Shari has over thirty-five years of business management, team building, project management, operational development, marketing/branding and sales experience building scalable, sustainable models. Her strategies strengthen the value of your company brand, improve relations and motivate your team to bring in greater profits naturally, confidently and with ease. She has worked successfully with small businesses and companies to create thriving, sustainable cultures that build profit and wealth through accountable, responsible actions. Find other episodes that feature Shari HERE.

Barry Barrett an authority on sales and selling is a Professional EOS Implementer. His company is Business With Purpose. During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.

Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. Barry is a Ziglar Legacy Certified Coach. Listen to Barry’s previous episodes HERE.

David Eschbach has tenured more than twenty-five dedicated years in the automotive aftermarket. After graduating from the University of Kansas, David committed his professional career to become an industry-leading coach and trusted source for guidance. He understood that earning a position of leadership required experience and a catalog of achievements.

Throughout the past two and a half decades, David has served and counseled leaders of the mahogany hallways as well as one-man start-ups on dirt floors in tin-roofed repair bays. He has learned that there is wisdom in every handshake and a story in every success.

David prescribes the importance of process, with the understanding that money is a byproduct of great service experience. He has learned that the automotive aftermarket is an industry of families. That is why he is humbled that thousands of service managers and hundreds of business owners have trusted his guidance while on their journey to success. Listen to David’s other episodes HERE.

All the books mentioned on the podcast can be found on the Books Page.

Break down the silos of your environment
- We are experts at automotive repair and look at other industries and people who don’t know your business
Strong confident leaders are engaged to listen and learn from their team and understand that they don’t have all the answers.
- They also know that their team wants to provide input to help the company grow
Culture is incredibly important that encourages the openness
- Culture comes from core values
  - They must be identified so your company has a northbound direction
- One of Barry’s core values is ‘Radical Transparency’
  - This is the truth as you see it.
  - Book Ego is the Enemy
- Creativity comes from culture
Adam Grant Ted Talk – The Surprising Habits of Original Thinkers
It is about capturing and using great ideas
- They may need time to grow
The brain is used for having ideas not storing them
- If you wake up at night write down what your thoughts are. Your brain will rest
Brainstorm with the team on how you can find another $100 increase to your average repair order
In an ideas factory, Walt Disney says there are three types: Three Stages of Thinking: Dreamer – Realist – Critic. You need all three on your team.
Barry: Ideas are a dime a dozen. Execution of ideas that matter.
- Applied knowledge is power
Barry: Create an issue list. Every team member has their own issue’s list. The list get assembles weekly and up to leadership team.
- Every issue has an idea
- Your ideas must solve problems
- When a team member gets one of their ideas implemented they know how much they matter to the business
Shari: Leaders must:
- Listen First
- Allow Brainstorming
- Support the Change
- Teach Transformation
David: Creativity is an emotional process
- As leaders, we need to keep an open mind and ideas come to you respect the emotion that has built the idea
Leadership and culture does not change overnight
Creative conflict can be respectful when ideas are being shared.
- Trust me to be part of the relationship
Looking at your ideas ask the five whys.
- Ask Why 5 times based on the answers you get as you dig into the idea
David: Create a statement of benefit on everything in the shop
- Does the item or process really benefit the business? Is it useful?
- Create a tag and write it on the item.
- You may find items or processes that may not lend value to the business
Even bad ideas from the past may work today. Do not prejudge.
David: Play the explain game
- Explain the internet to a person from 1920
- Explain a lightbulb to a person from the year 1515
- This is a great activity for service advisors
- It is an activity that sparks creativity
- This can be used to explain leadership
Take an idea and ask to explain how it will work.
- Are there any holes in there.
- Questions are the answers.
Get great ideas from outside the industry
- We talk a lot about doctors
- Go observe customer service at other companies that have a ‘walk-up’ counter. Customers reactions are important to observe. Get ideas from this.
- Find local business groups that all members are from different industries
Every failed idea is grounds to build upon it
Barry: We don’t like to change or like to be innovative
- Seth Godin says that we have to admit if we are not competent to do new things and implement new ideas.
- We have to come to an area of incompetence. We become afraid of that.
- Get past your ego and get feedback
- Have a creative conflict and culture to implement the best ideas

Resources:

A special thanks to David Eschbach, Barry Barrett and Shari Pheasant for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 116: Business Coaches Lab – Improving Shop Efficiency

Carm Capriotto: Automotive Aftermarket Professional — Thu, 25 Apr 2019 04:19:05 -0400

Your Learning Curve Never Sounded So Good

THE PANEL:

Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals. Previous episodes featuring or mentioning Cecil, click HERE.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He owned and managed several successful automotive repair shops. Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006. Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast HERE.

Jude is also a shop owner, Valley Repair in Tenino, WA. Listen to Jude’s Episodes HERE. Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients.

Murray Voth, owner of RPM Training learned how to service and repair cars, motorcycles, and airplanes in his youth and earned his commercial pilot’s license. After college, Murray was hired by a firm doing research and development in the service station industry. That led him to own and operate service stations for the next 20 years.

After receiving extensive training from a major oil company in Canada, Murray worked in service station dealer development. His experience in training and development led to an interest in how people function. He began to think about what holds them back from learning and implementing new practices in their businesses. What causes people to change?

Know the capabilities of your techs. Their gifting.
- If they enjoy the work they do, they will be efficient
- Have the right people do the right work
Find obstacles that are in the techs way of efficiency. Don’t hold up your technician
- IDEA: Open parts boxes before the job is started to prevent the possibility of delay because of wrong parts
Create a shift in attitude of inclusion to improve processes
Are the techs able to do their jobs?
- If not. Why not.
Build a team so each other has their back.
- They need to know what the billed hours objective is as a team
- They need skin in the game
- If vacation the hours will not change. The costs continue
The techs keep finding ways to get things done faster and the owner finds ways to give it away. The pencil is hurting efficiency and billed hours.
Don’t penalize yourself for getting competent and the years of wisdom and knowledge your team has. Bill correctly. No shortcuts.
Shop owners and technicians do not understand their worth.
- Charge for your education and tools.
Rick White: The Curse of Knowledge. Charge for your value.
You’ve got to bill for the time you invest in test dries, cleaning up the bays, putting tools away. If you had no work you would not be doing these jobs. Don’t be afraid to charge
Jude Larson: May a man prosper as his soul prospers. A person’s capacity of their success is limited to their capacity for success.
Some techs won’t let their service advisor undercharge for him/her
Understand the value each team member brings to the table
We are a professional and must run our business, train our people and charge according.
Carm’s pyramid concept. The Charge for Repair (on top) comes with a big investment in Training, Equipment, continuous Process Improvements, Pay/Benefits, and Experience/Knowledge, among others. Don’t forget what your fees are built on. This shows support for using all tools available to improve efficiency and earn a strong profit.
Stop treating our techs like grease monkeys. They are professionals. Does service, ownership, and techs all have each other’s back? This is worthy of a discussion.
- The entire team understands the entire functionality of the business and what is holding them back.
Discover your bottleneck. Team meetings will help understand them. Then create new policies and procedures around new processes.
- Discuss the “Why Not’s”
- Regular communications
- The coaches have varying ideas on when to have meetings, however, they are important to the flow of information and constant improvement
- If you believe you can’t, you can’t.
- Everyone needs to discover if the processes continue to work and add value. If not stop and discover, at the moment, if improvements are necessary.
- Encourage your team to bring solutions to their problems or issues for improvement. Listen completely to the ideas
The service advisor is responsible to be sure the techs are efficient. They need to provide everything to make their techs productive.
The shop owner does not have all the answers. Encourage your team to contribute and use their ideas.
Having goals will help with efficiency
Job descriptions for every position
Bob O’Connor :
- You can’t run your business from a creeper
- You can’t run your business from the front counter
The value of shop tours to discover improvements in efficiency
- Amateurs create, professionals steal
- Study the processes
- When you travel to conferences go a day early and visit shops. Call first and do discovery
- You may be a kinesthetic learner and shop tours gives you the visual immersion
Be open to new ideas, if not you’ll never get any
Change is not an option. This won’t work in my community or in my business is an unacceptable excuse.
Cecil Bullard: Many problems that exist are not with tech but with processes of the business.
Don’t interrupt your tech and pull him off his job and/or thought process. It takes so much more time to get back on task.
Murray Voth: We typically use the oil change/maintenance as a ‘draw’. Consider doing maintenance or oil change while vehicle is in for repairs.
Rick White: When you hear an orchestra warming up it is like nails on a chalkboard. When playing with the conductor, together, is music.
- Don’t underestimate cleanliness.

Resources:

A special thanks to Cecil Bullard, Bob Greenwood, Rick White, Murray Voth and Jude Larson for their contribution to the aftermarket.
Books Page HERE
180Biz Website HERE
RPM Training website HERE.
ACT Group website HERE.
Institute for Automotive Business Excellence website HERE.
Automotive E-Learning Center website HERE.
Leon Martin Episode as mentioned by Jude and Carm HERE.
Micromanaging episode as mentioned by Carm HERE.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 115: Who Says You Need an Automotive Background to Run a Successful Shop

Carm Capriotto: Automotive Aftermarket Professional — Thu, 18 Apr 2019 10:43:57 -0400

Your Learning Curve Never Sounded So Good

THE PANEL:

Brian Sump is not your typical shop owner. A former professional athlete, Sump had never turned a wrench in a shop before starting Denver-based Avalon Motorsports in 2007. But in the years since, he has used his business acumen and detailed, process-based management philosophy to grow the German-specialty shop into what a number of industry consultants consider to be an industry leader. Brian now has three locations. Listen to Brian’s previous episodes HERE

Transitioning to a new career requires a feeling out or learning curve time
Many great people in the industry have offered help and it was welcomed open arms
Andy was able to retain his top talent in his acquisition
Brian: YOu apply certain tenants of growth and development not only personally and in your business
- You progress at a certain rate
- Look at your peers
- Are you on a path
- Keep growing and access where you are
Everyone can become an expert
Andy: The business of being in business is about continual improvement. Even incrementally.
- You’ve got to push to be better
- Get on a process of continual improvement of yourself and your people
- Celebrate the wins and the high water marks of your measures
Patience is a virtue
Pay homage to your team for your success
Good leaders/CEOs engage their team for their ideas and be sure they get to implement them
Reach out and share with your industry peers
Rookies are always listening and learning what they don’t know. Veterans are always trying to state what they know. Everyone should have a rookie mentality.
Give your people the chance and have the confidence in them to come up with their own solutions. Buy in not necessary because it is their decision to implement.
Warren Buffet does not know anything about the candy business but he owns Sees Candy.
Andy and Brian did not know how to fix cars, and they have great businesses
There is a very distinct difference from being a pure follower, being a leader and being a dictator
- Our people need us to lead them. To inspire them. To find solutions for them and to motivate them
- You got to know when to step up and lead and pioneer.
Andy allows their people to make the final decision to hire. Their buy-in is the highest on the new hire.
When you give power to your team you can be free to do innovative things to bring back to your business
If you are too busy putting out fires remove the kindling
Identify the three things you hate the most in your business
- Start there to delegate them. Shovel off these items
Learn to live in your customer’s shoes
- What is the real customer experience through the entire transaction
- Understand their pain points and remove that friction from their experience
Polish up where you are weak, however, excel at your strengths
Invest in your people and shape a career for them
- Complete training
Unlocking potentials understands gifting and callings
You’ve got to be fulfilled in what you do
- Not easy. Got to get up every time you fail.
Change is a part of life and is important in every successful business
We have cobwebs in our homes and have scratches on our walls.
- You will see them when you visit other people’s houses but will not necessarily see them in your house. You’ve looked past them for years.
- Learn how to problem solve. Look deep at your business.
- Ask your colleagues to visit your place.

Resources:

A special thanks to Brian Sump and Andy Bizub for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 114: Taking Community Involvement to the Next Level – CarFest – Philanthropy on Steroids

Carm Capriotto: Automotive Aftermarket Professional — Thu, 11 Apr 2019 04:09:52 -0400

Mark Colaw has a passion for the automotive industry. He started working for the shop’s namesakes, Hastings, and Ida Seymour, as one of three people that knew how to run one of the new diagnostic machines. Mark eventually purchased Seymour’s Garage in 1985 and opened the current location in 1988. Mark is the founder of CarFest an important community program that brings the aftermarket and the consumer into a unified program to support the needs of the community. Find Mark’s other episodes HERE.

Gary Pundt is a second generation technician/shop owner and involved in the automotive industry all of his life. Gary’s parents opened Alamo Heights Garage in San Antonio Texas in 1958 and he began working in the shop when he was 15 years old. Typically he’s done every job from sweeping floors, taking the trash out, driving customers, cleaning restrooms to managing to the business.

Gary and his wife Darla have owned and operated Alamo Heights Garage since 1997 when my mother retired. Together they have raised 3 sons and grown their business to a level his father would have never dreamed of.

They have both served on many boards and have contributed to our local community for many years, from sponsoring little league baseball teams to hosting car clinics for young drivers. Most recently they have participated in the Community of Automotive Professionals repairing vehicles for needy people in our community while promoting our industry through events like Carfest while Darla wife has served as CFO.

Louie Serianni has been at Sirianni Automotive since 2004. After graduating from Texas A&M in 2003 he went right to work in the family business. His official duties at Sirianni Automotive are usually service writing and customer service but over the years, Louie has done everything including oil changes, vehicle repairs, equipment repairs, sweeping, mopping and even cleaning the restrooms. Now the job description includes Radio Show Host on 550 KTSA!

CARFEST Website HERE.

Resources:

A special thanks to Mark Colaw, Gary Pundt, and Louie Sirianni for their contribution to the aftermarket.
CARFEST Website HERE.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 113: Taking Care of Your Most Valuable Asset – YOU!

Carm Capriotto: Automotive Aftermarket Professional — Thu, 04 Apr 2019 04:17:17 -0400

Your Learning Curve Never Sounded So Good

Ron Ipach, co-founder or Repair Shop Coach, has helped over 5536 auto repair shop owners to get and keep all the top-quality customers they can handle.

Marketing auto repair services are all he does. He lives, eats, and breathes it every day. He has seen, heard, and tested practically every kind of marketing there is out there today. He’s examined the results. He’s tweaked and tested dozens of strategies over and over in order to maximize their results.

Because Ron has personally worked with so many shop owners over the years, he has the distinction of being the only person in the world that knows exactly what marketing works, and what doesn’t work for auto repair shops in today’s economy. He finds passion in amplifying time & freedom for his clients while helping them take back control of their businesses. Find other episodes that feature Ron HERE.

No panelists are experts on exercise. This discussion is meant to provide their point of view on the value they receive from exercise. Consult with your doctor before you ever start an exercise regiment. Consult with a professional coach or trainer before you ever start an exercise regiment.
According to the World Health Organization — 80% of premature heart disease, stroke, and diabetes is self-inflicted. 40% of cancer is self-inflicted (Only 10% is hereditary and the rest is environmental)
Many health issues can be prevented
Exercise can become a way of life. Involve a community to motivate you.
Exercise can become a habit if you have the desire to get it done.
Cardo is healthy for your inside. Another benefit for exercising is the external benefit like losing weight and fitting in your clothes.
When you lift weights you are burying fat for days as your muscles work to retain their training.
There can be a big benefit to the energy you have at work and at home.
You can find a competitive nature while you are working out with friends, family or a team.
If you know your WHY you’ll have more success committing to exercise.
Think of your hereditary makeup.
Find a new lifestyle to be healthy.
Having a coach or trainer to keep you accountable is important. You can also use a friend at the gym or a workout buddy to keep you going and doing.
Know your goals.
Get up early. For Joe going to the gym is like an energy drink!
As of this recording, Ron Ipach has been to the gym for 453 days in a row.
- If Ron skips a day he has to start his counter at 1.
Staying healthy is an example to your family. You are who you hang out with.
You only have one chance to take care of yourself.
We are busy, so find a slow easy way to build your regiment.
You can exercise during commercials of your favorite TV show. Do push ups! Let it become an exercise break.
The act of getting of the coach if personal motivation.
Taking a walk or hiking can be included in your exercise regiment.
There are many opportunities to be healthy today. We fall into society’s acceptance by eating fast food every day.
Ron loves having had worked out not working out. He loves the results.
Never overdo your workout so you are not hurting too long and lose your motivation to go.
You didn’t get unhealthy overnight so your regiment must be long term also.
Set short term and long term goals. Reward yourself for getting there.
Set goals in your twenty group. Joe did it.
Eat from smaller plates. You’ll eat less.
Resist the temptation to stop at the donut box.
A trainer helped Ron get started.
First step from Joe Hanson
- You aren’t doing it for anyone else but you.
- Get an accountability partner. Not your spouse.
  - An accountability partner should be male if you are male. Female if you are a female
- Set reasonable goals of two to three days a week.
- Have fun
First step from Ron Ipach
- A compounding effect
  - Give me one start decision a day on your food choices and your exercises.
  - Take the stairs not the elevator. Take a walk
  - Start timing your self.
  - Do better than the day before.
- A walk may be your best first choice depending on so many factors in your life.

Resources:

A special thanks to Ron Ipach and Joe Hanson for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 112: Aftermarket Training in the Age of Rapid Tech Changes. How To Navigate Your Training Needs.

Carm Capriotto: Automotive Aftermarket Professional — Wed, 27 Mar 2019 04:19:02 -0400

Your Learning Curve Never Sounded So Good

Ryan Kooiman joined Standard Motor Products full time as a Technician Training Developer in 2010. Previously he was the lead tech/driveability specialist at a 20 bay independent shop in Michigan. He is the founder of West Michigan Auto Repair Society, chairman of the MI chapter of SAE, has attended numerous ASE test writing workshops. He has appeared on TV shows such as the CBS Early Show and co-hosted Car and Driver Radio along with Road and Track Radio. Ryan brings his years of hands-on experience in the shop to the audience in a manner they can relate to and put to use immediately.

In early 2013, Ryan was promoted to manager of the Professional Training Seminars training group, overseeing the scheduling and the work of the SMP training staff. In December 2013, Ryan was promoted to Director of Training. In this role, Ryan oversees the operations of the SMP Corporate Training Center in Irving, TX; oversees the operations and development of the Pro Training group, as well as works closely with the Marketing and Product teams at SMP to ensure that their products and promotions are what they need to be for the automotive technician. Check out Ryan’s other episodes HERE.

Bob Pattengale is the National Training Manager for Bosch. Bob has over 30 years of automotive experience with stops at OE Dealerships, independent repair shops, technician training, and equipment sales. Bob is a contributing writer for Motor Magazine. Bob also served as the SAE Service Technician’s Society President in 2001 and 2002.

Jon Forro is the owner of AST and an automotive Instructor.

Accessing specific training needs will become the primary goal of all trainers, shop owners, and technicians.
- Going into training with a pre-assessment helps determine the strengths and weaknesses on the topic/subject.
- You find out the specific needs of the students.
- Coming out you will find out what you learned
- These pre and post assessments will show the value of the training need and investment
No more certificates of attendance. Student earns a certificate of achievement based on a test of the class material. Bosh is doing this.
Standard has three training options:
- Leader-led and hands-on
- On-Line
- Open House Introductions
Finding the right classes continues to be a challenge.
- There is a larger need than the training available.
- On-line training is a strong option.
Shop owner needs the courage to find their individual technician’s skill set and find the right training to fill that gap and invest in the training.
The technician needs the courage to assess their competency and work on their skills as a professional.
Technicians need to increase their responsibility to improve their value to their profession and have the desire to learn as much as they can
The student must absorb the knowledge and then put the new learning into play in their work.
Practicing the principles from any training helps solidify the new training.
- Do homework and show the shop owner you learned the material
- You will not remember everything in a seminar. You’ve got to re-read and put the theory into practice
Bob Pattengale learned that the ‘Why’ of everything he did as a technician was most important to his ability to learn.
Commitment comes from the shop owner, the technician and the trainer
Does the shop have the proper tools that reflect the training that is provided?
Do not rule out ‘basic training’. A refresher course on basic electricity could be a game changer for even the most seasoned technician. Basic principles in electricity is necessary or you will be stuck as the future unfolds. Legacy technicians may not go to a basic electricity class because their ego won’t let them. In this case they do on-line training.
Being able to interpret data is becoming increasingly important.
Misdiagnosis puts billions of dollars of parts in the warranty bin
Prove your scenario using the rule of 2
The owner should attend tech classes to discover the training his tech’s needs
Service advisors/writers need to go to technical training
If you cannot get hired at Google, come to the next most important high-tech industry: the automotive industry
If you do not keep pace with automotive technology you will be left behind. Becoming a perpetual student is your highest professional goal.

Resources:

A special thanks to John Forro, Ryan Kooiman, and Bob Pattengale for their contribution to the aftermarket.
Books Page HERE
Recorded at AVI.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them

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THA 111: Building New Customers

Carm Capriotto: Automotive Aftermarket Professional — Wed, 20 Mar 2019 04:13:22 -0400

David Roman

New customers come at a price (sweat equity or dollars and cents).
“Word of mouth” is a cop-out. It’s easier to say then, “I don’t know anything about marketing, even though it’s the most important thing I do and I don’t want to bother learning.”
Unless you have some type of system that’s measurable and can be articulated, you’re not doing any type of “word of mouth” marketing. You’re most likely doing nothing.
Attracting new customers requires an understanding of your business model, end goal with said customer, and then deploying an appropriate campaign that reflects that business model.
Quit spending money on branding. You own a single shop in the sticks of Georgia. You’re not Nike. You’re not Starbucks. Stop trying to market like them.
- The image you present to the community and your customer is branding
A big deception in opening a business; you think you are going to do what you are good at doing, however, you must be good at marketing – to make the phone ring.
With today’s modern marketing method you can go after niche customers. Example a shop owner who is a dog lover can focus on customers who also love dogs. Conversations move from the car to their dog.
- The niche like dog lovers is a long tail opportunity.
A must read for great marketers. This is Marketing -Seth Godin. It is up on the books page on the website. www.remarkableresults.biz/books/
David follows up, through CRM automation, with his customers.
Chiropractor story:
- Built business to scale and find new customers.
- He knows no way to find 347 new customers, but he knows 347 ways to find one new customer.
Specify your marketing, chase long tails. (See Seth Godin’s Book: This is Marketing page 211)
Successful business requires effective marketing.
Most shops have no problem with lead generation they don’t know how to convert them into customers.

Greg Bunch

Build rapport, starting on the phone call.
- Using their name in the conversation
- Locking down the appointment
- Good notes in the computer
- Listening when they want to talk
New client tickets are put in a red jacket. everyone in the shop knows that’s a new customer
- Shop tour
- Tech introduction
- An informal study shows that 50% want to deal with advisor only, 50% want to also meet and interact with the technician.
Educate new client on who we are, what we do, and why we do it
- NOT hit them with a huge estimate on their first visit and pressure them to get it all done.
- Invite them to have the tech walk them through the findings of the inspections
- We address the 800-pound gorilla, “finding a trustworthy mechanic is not easy; we want to earn your trust.
- We don’t expect you to make us your full-time mechanic on the first visit.
- Email and text digital inspection results
- Always find something to compliment on their vehicle
- While integrating your customer into your business consider the term mechanic means technician and expert to us.
- This is also the time to bring the value of ASE to you and the customer.
Give them a solid reason to return
- Coupon for a return visit
- Presold service package
- Text and email reminders
- 3-day thank you calls
- On second oil change- ask how we are doing at becoming their full-time mechanic
- Have a clean, de-cluttered facility with a place for them to wait, kids area, and a clean, well-stocked bathroom.
- If a complete estimate for work needed is large, you need to lead with something good about the car. What did you find good? Consider the most critical needs to be done now and we can schedule the rest of the work over time. Unless the car needs to go to the junkyard work with the customer so they stick around.
When the business is not doing well shop owners cut two things. Their salary and marketing. Greg feels strongly that marketing should not be cut, but rent may be an expense you would want to delay instead of marketing.
Back in the day, he realized he was wasting money on a full page yellow page and focused on what his company does, so he wrote Volvo Expert Service in the yellow page. Conceptually like Google AdWords today. Get granular.

In General

Scheduled maintenance puts you in charge of your vehicles reliability, safety and cost of repair.
Some shops give a toothbrush to a customer to help them understand the need to set the next appointment; just like the dentist does.
Demographics, geographics, and psychographics will determine the success of your marketing.
Customers ask the price because they don’t know what else to ask.
DVI is a great tool to show transparency in your relationship.
To bring the customer back you may sell them an oil change package.
Ask for feedback. Get reviews so your review
Get the customer in the door. It is tough to qualify a customer without them being in your store.
Your media methods attract a certain type of customer.
Follow proper scripting and build confidence and help fix their pain point.

Resources:

A special thanks to Greg Bunch and David Roman for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 110: Charging What We Are Worth

Carm Capriotto: Automotive Aftermarket Professional — Wed, 13 Mar 2019 04:13:10 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Are we charging enough for diagnostics?
- What is your equipment and training worth?
- You need to get paid for the skills you have.
- You can’t compare yourself to the ‘free diagnostics’ places. You are a professional.
- Find the confidence in your skills and abilities and charge for that.
- Free advice is worth what you paid for it.
- Discover your worth.
- Mark Colaw put an end to big box stores scan issue. He scans for free, however, he charges for diagnostics.
We are educators and we need to tell people that so they see the value in what we charge. Have conversations with your customers.
David offers a 10-minute preliminary inspection and would scan and pull the code and moves into a Level 1, Level 2, or Level 3 diag depending on the results.
- This qualifies the customer.
The labor rate spread in markets is too big.
- Increasing labor rates can make huge improvements to a business.
  - Better pay and benefits
    - Attract a higher quality technician
  - Paid training for all
  - Stronger better systems
  - Improve equipment
  - Improve marketing
  - ASE certification
  - Plus many more…….
- Labor rates are geographical and demographic driven.
  - Labor rates are too low in the industry.
Shops cannot bad mouth each other. Fairness must rule.
- Doctors or lawyers do not bad mouth each other. It is called professional courtesy.
We need unity in the industry. We all benefit. Create a community.
- Support each other with an idea exchange. Collaborate!
- To help with any issues inside their business!
- Tool exchange!
Knowing your numbers, P & L and Cash Flow will help you understand what you need to charge and why.
- Key performance indicators are important, however, how to improve them is the vital part of knowing your numbers.
- Systems, Operations, and Procedures should drive your numbers that have the biggest effect on your business.
Educate your customer on the complete transaction and what they should expect from the warranty for the repair. There may be more to the repair then they authorized, so educating them will prevent any follow-up issue that may arise.
- You could be dealing with a moving target at times.
DVI
- A picture is worth 1,000 words and can be worth $1,000. “David Justice”
- Education and trust regarding safety and reliability.
- You can eliminate comebacks or secondary issues when you use DVI’s for a complete review of your customer’s vehicle
- It is an important system and process.
Mark Colaw will not use canned follow-up language.
- He requires his people to write down, on the work order, what he talks to his customer at the invoice delivery. No canned wording. Clear and concise not about deferred work. It is typed and in the digital version of the invoice.
The perception of your business makes it ‘worth it’ to them.
Don’t be afraid to charge what you are worth. You’ve invested a lot in your business and need to be paid for this.
Mark Colaw’s core value:
- Community
- Education
- Excellence
- Integrity
  - Base everything on and off of this value.
  - You will realize what your worth is and will charge appropriately.

Resources:

A special thanks to Mark Colaw, David Justice, and Tom Palermo for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Subscribe to a mobile listening app HERE.
Refine your area of interest with the Word/Tag Cloud HERE.

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THA 109: How to Handle the Overload of Information, Workload and All That You Have to Learn.

Carm Capriotto: Automotive Aftermarket Professional — Wed, 06 Mar 2019 05:16:59 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Donny Seyfer, AMAM, is co-owner of Seyfer Automotive, in Wheat Ridge, CO and the Executive Officer of the National Automotive Service Task Force (NASTF). Donny Seyfer, a 3rd generation owner, has over 30 years of automotive experience as a technician, manager and service consultant. His Dad started in 1961 and his grandfather was building race cars before that. Seyfer Automotive provides general repair and maintenance with a special focus on diagnostic. Donny is past chairman of ASA and serves on many industry boards and committees. Listen to Donny’s previous episodes HERE.

Rob Rowsell, shop owner, owner of Family Auto Service a four shop group in the La Mesa, CA area. Author of the book ‘Addicted To Life’, How I Went from Homeless to Extraordinary Success and Happiness in a Short Period of Time. Find a link to Rob’s book on the book page on the website HERE. Listen to Rob’s previous episodes HERE.

Mark Roberts

Prioritize – Decide on what’s important, then focus. Limit distractions. I don’t have any email or social media alerts turned on. My phone stays on silent or dnd most times.
Trust and empower your staff (delegate)
Clear your head – Write things down to get them out of your head. I use an app (Remember the Milk) for most daily things. Do it, Delegate it, defer it or drop it.
Exercise – There are lots of benefits to this.

Donny Seyfer

How, when and how long are the best to learn new things
Filters our brain automatically sets to ignore what we either don’t want to hear or don’t understand
Neural pathways, what they are and how to mow the lawn on them.

Rob Rowsell

What’s your system for breaking down the mountain of actionable items you get from this type of an event? If you don’t have a system, it’s likely not much will get done. Selecting 3-5 items that are most important, that must get done before moving to the other items on the list is a great strategy.
WOIT = Working on it Tuesdays! has been a great strategy for making sure that the items that are at the “helicopter level”, the items that only I can do, do not get forgotten, or unintentionally ignored. We have all heard the term “Working ON my business, not IN my business”, this is the day/time dedicated just for that. This is uninterrupted “Maker” time, as compared to “Manager” time.
Set realistic, measurable quarterly goals. This will also apply to what education you have the time to absorb. Your coach can help you with this. It amazes me how people overestimate what can be done in 3 months, and underestimate what can be done in a year. Writing down and reviewing what’s most important to get done this quarter, and then breaking that down to what of those items you can knock out each week, and really attacking the portion of the list that is “maker” time on Tuesdays will really help you in “moving the ball down the field”. The results will astonish you!
Make sure to have someone on your team that can take away the $10.00 per hour items on your list. The value an owner brings to the table can be minimized by the overloading of tasks that can be assigned to an assistant, or outside vendor. Anything that is $50.00 an hour work, or less, should be delegated to someone else. This is helicopter level thinking, The value we bring to the table is $500.00 an hour (and above) work. Although this may be foreign to some, beginning to think like this will start the process. I used to think that I had to take out the trash to set the example for my people, little did I know I was hurting them by not working on the things that really made a difference for the company they work for.

Resources:

A special thanks to Donny Seyfer, Rob Rowsell, and Mark Roberts for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
Subscribe to a mobile listening app HERE.
Subscribe to a mobile listening app HERE.
Refine your area of interest with the Word/Tag Cloud HERE.

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THA 108: The Value of a Professional HR Support Company

Carm Capriotto: Automotive Aftermarket Professional — Wed, 27 Feb 2019 05:11:17 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Kevin and Lisa are newlyweds who will celebrate their fourth wedding anniversary soon. Lisa has two boys who are grown and gone and a daughter still at home. Kevin’s teenage daughter and son live with them full time and rounding out the family are four cats, a perfect dog and 11 chickens who provide breakfast and entertainment daily. Find Lisa’s other episodes HERE.

Jim Belliveau was born in Indianapolis, Indiana in 1948 and raised in Springfield, New Jersey, Jim has lived in the Hudson Valley since 1972. He attended Seton Hall University, majoring in finance and played on the varsity golf team all four years. He and his wife of forty–one years have raised five children and have eleven grandchildren.

From 1973 – 1989 Jim owned and managed Belliveau Builders, a residential building construction company which built single-family architecturally-designed homes, two of which were featured in New York State as winning designer homes. He and his wife co-authored a book entitled, Riches Under Your Roof, How to Make Your Home Worth Thousands More, (Holt, Rhinehart and Winston, New York, 1983).

In 1989, Jim started a Professional Employer Company (PEO), Acadia HR with offices in Austin, Texas and Red Hook, New York which provides human resource management to other companies throughout the United States, ranging in size from one employee to five hundred employees in a variety of different types of businesses. Find Jim’s other episodes HERE.

Greg Bauer founded ESC in 1995. Prior to founding ESC, Greg ran a family auto business. While in that role, he recognized that a company that could help businesses with employment administration and human resources would be a valuable addition to the WNY marketplace. Shortly thereafter, he founded Employer Services Corporation.

ESC is an Outsourced Human Resource (HR) Firm and Professional Employer Organization (PEO) headquartered in Buffalo, NY. The only locally owned PEO, ESC provides to hundreds of businesses locally, regionally and throughout the country, offering unmatched expertise in all areas of HR outsourcing and employment administration, all under one roof.

ESC is a full-service HR Outsourcing firm, integrating HR, payroll, benefits procurement & administration, and HR technology into one seamless platform. By providing services typically procured by 3-7 different vendors, ESC’s client base of small to medium-sized businesses experiences savings and efficiencies.

PEO: Professional Employer Organization
- They provide compliance, policies procedures, Payroll, benefits and more for the small business person
- The help their clients become the employer of choice by offering programs that make them competitive in the hiring arena.
- Can be your payroll company.
- Legal support can be provided
- They become your co-employer
- PEO’s become part of your trusted advisor network like your accountant and lawyer.
Kevin Eckler did not want to lose control of his people and his authority, but after very careful discovery he chose to go with a PEO and has not regretted the decision. The trust was there and he didn’t lose control.
- His fears were solved with his PEO, which is Acadia HR
- Kevin was too busy being busy to stop an realize that PEO’s are there to help.
A handbook in business brings design and order and relishes a level of respect.
Post PEO’s by nature are regional by nature, but some can be multi-state organizations and across many industries.
Most small businesses do not have an HR professional on staff. Many times it is the bookkeeper or CFO who doubles as the HR specialist.
- HR laws and policies are changing so fast. Compliance and wage/labor issues are areas you need to understand.
Involuntary Non-Compliance
- You don’t know what you don’t know.
PEO’s can encapsulate all your labor costs into one number which can provide you a great metric to realize your total labor costs.
PEO’s can provide health insurance options for their clients that can have a competitive advantage. PEO’s can give a small company the accessibility. Smaller companies can get the look and feel of a larger company because of the benefits package they offer.
- Health care is the single biggest benefit that employee’s want and need
- Flex spending accounts are options to consider.
The PEO owners on the panel say that the costs for this service can be revenue neutral when you consider your current costs and the costs of all the time invested in HR tasks.
- Also, consider the advice and risk management support that is included.
When writing new policies for your handbook your PEO and review the language and be sure it is not discriminatory.
PEO’s provide a secure portal for access to pay stubs and information from your company.
Get coaching advice on a legal termination.
- Could include a warning and a path for improvement.
- Sometimes letting a person go can be good for both.
- The termination of a person in a ‘protected group’ needs special attention.
PEO’s are gaining respect from government agencies, like EEOC, and can look favorably on an employer that has a PEO as their HR provider.

Resources:

A special thanks to Kevin Eckler, Lisa Eckler, Jim Belliveau, and Greg Bauer for their contribution to the aftermarket.
Books Page HERE
Acadia HR webiste here.
ESC Employers Services website here.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 107: Discover How To Keep Your Women Customers For Life

Carm Capriotto: Automotive Aftermarket Professional — Wed, 20 Feb 2019 05:11:24 -0400

Your Learning Curve Never Sounded This Good

The Panel:

Kathleen was honored as the Female Shop Owner of the Year 2018 from Women In Autocare. Listen to Kathleen’s previous episodes HERE.

Jonathan Ortiz is the son of Foreign Affairs Auto’s founders Frank and Gloria Ortiz. He has an MBA from Northeastern Boston and is currently the general manager of the shop. He is the brother of the two-time Olympic soccer player, Melissa Ortiz and she works in the marketing department. His passion is customer service and he got this passion to serve from his family. His family created the culture of giving what you can. He is joined by a talented team of managers, technicians, and service staff. Find Jonathan’s other episodes HERE.

Shops percent of women customers ranges from 50% to 70%. Depends on demographics and geographic in their marketplace. Even the average age plays a factor.
Jonathan says females can be more loyal
- It can come down to an emotional relationship of trust. Also applies to male customers
- When female customers find trust they come back time and again.
- Women are more relational than men.
They want to go with a place where they feel safe, that they are understood and they are values and the relationship is built from there.
The environment is key
- Like a home living room.
- Less automotive like advertisements in the lobby.
- Customer needs to feel it is a very clean and inviting environment. Not a car repair shop.
- Fragrant that doesn’t smell like a shop
- Amenities:
  - Coffee, water, snacks, flowers, female-friendly magazines wifi, cell phone chargers
  - Kim has essential oils going.
- Create a WOW factor something so different and unexpected.
Being transparent than ever. DVI has been large support in creating transparency.
Many women customers may come in with a high level of anxiety if a vehicle problem has interrupted their day.
It can be easier for a female service advisor to build a transparent relationship with a female customer.
Females will more often give a personal referral.
Know who your customer is before you decide to hire a woman. If you are a speed shop or a 4×4 shop you may make a mistake with a women service adviser unless the experience. If your shop demographics fits a woman service advisor profile you need to consider a woman on your counter in some capacity.
What percent of women and men are following your social pages and consider the strategy you have to appeal to your audience or build a segment.
Celebrate the wins in your teams’ Babies, marriages, and/or anniversaries. Including holidays and even recipes.
- Clients want to know about the team and the family environment in your shop.
- Real people with real lives.
The CEO’s job is to get the phone to ring. Managing your marketing and social media is an important responsibility and at the core of your business is to help people and build relationships through your team.
Every month there is a holiday and you can weave that theme into your social media or your special touch at your counter.
Always consider that every day has a ‘special day tag’ that you can develop a theme around such as national donut day!
Exceptional customer experience is a minimum standard today.
Building long term relationships will keep your customers loyal for life.
Treat your women customers as the decision maker that she is.
Male customers will explore other opportunities and may not be as loyal.
Remember the never says:
- Sweetie, sweetheart, darling. Maybe meant well but said in the right way it voids your conversation and will be construed as talking down.
- Do you want me to talk to your husband?
- Unless she defers your women customer is the decision maker.
- Calendars from the tool trucks need to be removed from the premises. It is not appropriate along with language.
Your women customer wants to know if it is safe.

Resources:

A special thanks to Kim Auernheimer, Kathleen Jarosik and Jonathan Ortiz for their contribution to the aftermarket.
Books Page HERE
Zimmerman’s Automotive website HERE.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 106: Managing a Negative Online Review

Carm Capriotto: Automotive Aftermarket Professional — Wed, 13 Feb 2019 05:13:33 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Bill Greeno owner of Quality Automotive and Smog in Truckee, CA and is also a business consultant with a focus on leadership and management and is big on communication. He and his team work hard on building strong internal communication, that he says makes a huge difference in his unyielding customer service.

He also believes that having a satisfied staff is pivotal to customer service success. Having a shared vision is at the core of this. Their Vision Statement is “Your Trusted Local Auto Care.” Their service-related conversations revolve around their Vision Statement and it is the launch pad for discussions regarding new ideas and/or changing a policy or procedure. Bill teaches on building a strong business culture. Listen to Bill’s episodes HERE.

Gary Pontious Jr., AAM, is the Vice President and General Manager of Toledo Auto Care. Gary’s Dad, Gary Sr. bought the business in 1985. The business is Toledo’s oldest independent auto repair shop and is celebrating, in 2017, a special milestone; their 100th anniversary.

Gary started working at Toledo Auto Care in the summer of 1990 as a fuel tank repair/restoration technician and pick-up/delivery driver. As with most family business, Gary worked in many positions within the company and in April 1994 he became a full-time Service Advisor. “Since the beginning,” Gary says, “our business has been focused on building strong customer relationships and providing the highest quality of workmanship on each and every automotive repair.”

Gary is a member of Elite Pro service with Jim Murphy and is also an ASE Blue Seal Shop. Listen to Gary’s episodes HERE.

5 Step Program

Two negatives don’t make a positive
1. Breath and DO NOT respond
2. Don’t Get mad. Once you hit enter everyone sees it.
3. Take ownership. Acknowledge the review. Take the higher ground.
4. Be clear and offer advice on how to continue the relationship
Find out what the heck really happened
1. Learn to be neutral in your thinking.
2. Rally to troops. Read the negative review together.
3. You may find that communication is a problem.
Take advantage of the learning opportunity
1. Where did we go wrong and right?
2. Processes and procedures may have broken.
  1. Be collaborative, with your team, in solving your problems.
3. Learn and grow from this.
4. Take ownership of every review.
  1. Book: Extreme Ownership (find on books page HERE)
Finalize a resolution, respond and over deliver
1. The team should have bought into the problem and solution.
2. Finalize a resolution and response and execute
3. Start with ‘Thank You’ not I’m Sorry. (Bill Greeno)
4. You must respond. A no response can be hurtful when the public is searching your reviews.
5. A phone call can be a powerful tool.
6. In your response consider writing an advertisement on the quality of the business, talk about your core values, not defensive or demeaning.
Review with staff and MOVE ON!
1. Simply praise/forgive and MOVE ON!
2. Celebrate the WINS. The 5 Star reviews.
  1. Builds confidence and the positivity grows
3. Empower your people to fix any wrong before they walk out the door knowing you may get a one start review.

Your first negative review can be devastating.
Sometimes a negative review can be an advertisement for your shop based on how you handle it.
You may have to fire a customer when all things fail.
Print the reviews especially the 5 Stars and post them and discuss them.
You must solicit reviews from your customers.
- Use special APPS that can make it very easy for your customer to leave a review.
- Solicit them quickly.
  - Use a Google Review Card.
  - Send a text within a few hours asking for a review with a link.
Four types of reviews
- Anonymous Public
- Known Public
- Anonymous Private
- Known Private
Some people lie especially anonymous
- Many exaggerated stores need to be met with what you want to talk about. Don’t tell them that they are wrong. Create a positive story.
The general public can see a phony one-star review among 50 five star reviews.
- Yet you must reply to it.
Brick and motor businesses, small businesses, are reviewed more often than big business.
Be proactive, with guidelines, to solve a problem that happened before customer leaves.
- Give a gift that is not automotive related to fix a wrong.
- Like a Starbucks card or certificate to a restaurant.
Bill Greeno suggests not apologizing. If you do you are validating the problem.
- You can add fuel to the fire.
- We say I’m Sorry right away. We are designed to do that.
- When we respond to a positive review we say ‘Thank You’.
- In a negative review start with ‘Thank You’.
- Saying you are sorry puts you deeper in the mud pit.
Don’t Take Negative Reviews Personal
- Don’t dwell on it. Fix it, learn from it and move on.
88% of consumers trust online reviews as much as personal recommendations.
- Respond to positive and negative reviews.
Timing: Respond right away.

Resources:

A special thanks to Joe Hanson, Bill Greeno, and Gary Pontious Jr. for their contribution to the aftermarket.
Books Page HERE
Link to a previous episode on Managing a Negative Online Review HERE.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 105: Catering to the Millennial Customer

Carm Capriotto: Automotive Aftermarket Professional — Wed, 06 Feb 2019 05:12:01 -0400

Your Learning Curve Never Sounded So Good

Jacquie Walter Hower is the Director of Operations and 3^rd generation at her family’s business, Zimmerman’s Automotive, in Mechanicsburg, PA. During high school and into college, Jacquie worked part-time for the company working in the Quick Lube department as a technician changing oil and maintaining customer vehicles. After her sophomore year of college, she was given the chance to become a manager for a new Quick Lube location for the company. Since then Jacquie’s love for the industry grew into a passion. As director of operations, she handles a number of different jobs such as customer service, service auditing, daily accounting, training, and community involvement/events. In the summer of 2016, Jacquie began the Aftermarket Management program at Northwood University where she hopes to complete her bachelor’s degree in two years. Jacquie is involved with the Car Care Women’s Board and sits on the board of directors at the Mechanicsburg Chamber of Commerce. She resides in Mechanicsburg, PA with her husband, Dan, and their two young boys, Brantley (4) and Mason (2). Hear Jacquie’s Previous Episode HERE.

Carly Paiva is 22 years old and she has always been around the automotive business since she was 2 years old. Her parents opened Elite Auto Repair April of ’98. Due to them both trying to start a new business, she was always at the shop. She started working in the business as soon as she could. Her mom would bring home office work such as filing, making new folders for new customers, mailers and a lot of other stuff. Once she could drive, she would go after school. She went to college full time and worked around her school schedule. She attended a community college in RI where she received an associates degree in business. The longer she worked there, the more responsibilities she had. She did office work, bookkeeping, and was even a driver for awhile picking up customers, washing cars, picking up parts etc. It wasn’t just up until this year where she started writing service. Three years ago their shop joined Cecil’s Smart Group and Carly have attended many of his classes. She is currently attending one. Listen to Carly’s previous episodes HERE.

Lauren Anderson is an Executive Assistant to her dad. In her position, she gets the opportunity to learn all aspects of the business, through her dad’s experience and perspective. She also takes care of anything that her dad asks her to.

She is responsible for the management of the company’s security including keys, alarm codes, login information, online presence and completing monthly reports. Her dad gave her the Freedom to speak up on any subject at any time either to make suggestions or to ask questions. Freedom to manage her own calendar, schedule, tasks, and responsibilities.

Lauren is finding solutions to setting their staff for success. Listen to Lauren’s previous episodes HERE.

Millennials are looking for transparency in their relationship with you.
They want to know if you have the same values as you.
Some millennials do like to get mail.
Facebook ads need to be attractive.
Millennials have a short attention span.
The focus should be on video content and simplifying the message in a way that they would understand.
Instagram is up and coming. In fact getting very important.
Millennials prefer texting vs phone calls.
There is a need to train the service advisor to embrace the generations on how to engage with them as a customer. Their preferences.
Your public image must meet your real image. Millennials will see a gap if your website pictures do not match your actual environment when they walk in the door.
Community outreach is important to millennials. They like causes. If you are doing them you must share the story of your contribution to the community.
- Be humble to a point, but not humble to a fault.
- Don’t be afraid to share your heart. You should brag when you are doing great things in your community.
Millennials have no patience. They want it now!
- They will research how long it takes.
Digital inspections is important when doing business with millennials.
- They like to see the evidence of the problem. Proof and assurance.
- A picture tells a thousand words.
Every time you take a picture or video you know you have content to share with your customer especially your millennial.
- They like short.
- Lauren did a short video called rocking chair that showed the importance of changing your air filter. Was a minute long. Had a strong response.
Pictures of customers can be posted in the shop on a TV.
Your smartphone is a business tool because it has a camera that helps you tell the story. Continually
Build a library of content of actual events that happen at your shop that you can pull from any time.
Look for social posts that would be interesting to a millennial.
- Post pics and ask is anyone knows if they know what it is!
Don’t change your focus and just market to millennials you need to connect with your customers, all of them.
Facebook gives you a broad spectrum of generations don’t necessarily create posts for one generation only, however, respect what the millennial likes.
Millennials want a great experience and want you to see your reply to your Google reviews.
Be creative on all your approaches to social media posting and campaigns.
Create events at your business to attract community and customers.
Instagram is a strong millennial outlet.
- Get to the point.
Simplify your waiting room and lobby. Create customer service pods instead of your full counter.

Resources:

A special thanks to Jacquie Hower, Lauren Anderson, and Carly Paiva for their contribution to the aftermarket.
Books Page HERE
Zimmerman’s Automotive website HERE.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 104: Business Coaches Lab: The Art of Implementation – How to Get Things Done

Carm Capriotto: Automotive Aftermarket Professional — Wed, 30 Jan 2019 05:13:45 -0400

Your Learning Curve Never Sounded So Good

THE PANEL:

‘Just One Thing’ can really help you be a better implementer.
- Book ‘Just One Thing’ -Gary Keller. Find it on the Books Page HERE.
- Remember Curly from ‘City Slicker’
- What is the one thing you need to get done? Even the hardest.
- Usually, the one thing we need to do isn’t our favorite thing to do.
Knock off some easy things to set momentum.
- Brains will reward us. Will set you up to keep going.
- Make your bed first thing in the morning. Set your tone.
Book. Eat that Frog. Find it on the Books Page HERE.
Strategies:
- Do the small things first and build up trust.
- Do the things you know you can accomplish
- Create a habit. Set aside time.
- Spend time planning.
  - Turn off your cell phone.
  - Turn off your email.
  - Close your door.
  - You will find you constantly reprioritizing your list
- Start your day with intention.
  - What are the things you can do to create the outcome you are intending?
- Reflect at the end of the day.
- Schedule blocks of time each day for the many different hats you wear every day.
- Must schedule time for what is important. If not the important things never get done.
- Start a project don’t expect perf
Murray Voth:
- Created a coaching method called SOAR, Situation, Outcome, Action, Result
  - Together we identify clearly what is the situation we are dealing with.
  - Write down the outcome we want before we start
  - Write down the actions that would get us to the outcome, and then measure the results to see if we have reached the outcome.
- Make appointments with yourself to get things done.
Cecil Bullard, Rick White, and Murray:
- Tendencies.
  - When I don’t know what to do, you find things to distract you.
  - Don’t be afraid of failure. If you never start you don’t fail.
    - You need to suck before you get to great.
    - We need to learn from our results.
    - Failure is when you give up.
    - Learning to walk. You don’t remember that you most likely fell down 1,000 times before you learned.
    - Confidence doesn’t’ come first.
      - First is the choice then the commitment then the courage to do it then competency, then comes confidence.
    - Be kind to ourselves.
- Murray
  - You cannot plan results you can only plan actions.
    - SOAR, Situation, Outcome, Action, Result
- Too much goal setting without action steps. (always have a task and a deadline)
  - Set goals. What.
  - Talk to people that have to do it. Who.
  - Strategize: When, How.
  - Measure
  - Follow Up. Did it work? Any consequences.
Having an accountability partner (business coach) will help in a big way.
Book: Getting Things Done (GTD) -David Allen On the books page HERE.
- GTD: Your brain is for creating ideas not holding them.
- GTD System: Capture – Process – Organize – Review – Engage
- Jude says Wunderlist is an excellent list keeper and is a FREE app that syncs to all your devices.
Shop owners are trying to do too much. Trying to be the answer man.
- No time to problem solve or be creative.
Talking about vision to a shop owner may be tough. What about dreaming. What is your dream? Where are you going?
- Time is necessary to know themselves and why they want to do it.
What is driving implementation?
- Is it reactive?
- Is it proactive?
Why are you doing this? What is the outcome
- Implementation can be fun.
- Planning can be boring.
What happens if I stay the same?
- What motivates your change.
- Nothing changes until it hurts enough.
Stigma in our industry
- If you are fixing cars today you are as smart as a doctor today.
  - They are geniuses. We are smart and valuable to the profession.
Success is not a destination it is a journey.
- Try things, fail and try again and try again.
- Eventually, you will succeed.
Focus on what you have control over not what you cannot control.

Resources:

A special thanks to Cecil Bullard, Rick White, Murray Voth and Jude Larson for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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RepairPal. Many of our industry’s high-quality shops have gone through an evaluation with an independent automotive team to ensure their techs are trained, they use the right tools, and their customers are happy. In fact, over 2,200 repair shops have met these requirements, have become RepairPal Certified and are getting new customers every month.

Why has the number of RepairPal Certified shops grown so much? These shops are proud to have passed the certification and value the new customers they’re getting, both from the 5 million monthly visitors to RepairPal.com and their partnerships with CarMax and USAA. Certified shops can cancel at any time, so RepairPal works hard to produce value for them. Learn more at repairpal.com/shops to learn more.

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THA 103: Turn Price Shopping Callers Into Customers.

Carm Capriotto: Automotive Aftermarket Professional — Wed, 23 Jan 2019 05:18:04 -0400

Your Learning Curve Never Sounded This Good

Emily Sundstrom‘s career in the automotive field started about 13 years. She was hired to “just” answer phones. It quickly turned into something which she had a passion for. She enjoys doing it every day. The passion comes from taking a stressful, unexpected situation and turning it into an experience that leaves the customer feeling confident, educated, empowered and respected. She has acquired multiple certifications from ASE, ATI, Wa. State Emissions, Elite Master’s Program, and Ami. She strives to continue to learn every day. Working with my customers and team at Valley Auto Electric has taught me the importance of customer satisfaction. Watching a customer walk away with a positive an experience, not just a transaction, is how I show there is more to automotive ownership. They have also gained a relationship in the process. Facilitating these relationships is my greatest accomplishment.

Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution based focus, expertise, unique perspectives and in-depth knowledge of the industry.

Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002.

The Service Adviser/Manager has the toughest job in the company.
We get ourselves in a trap when customers call for a price.
- When we fail to convert we blame it on the price shopper.
The person who is calling you and asking for price may just need help because they don’t know what else to ask.
Change the trigger.
- Whatever the caller asks for it will trigger a reaction:
  - Give them a price
  - Or tell them why I can’t give them a price. If it is your company policy no one cares that it is your policy.
- They may not be shopping price. They are shopping for you but price may be the only thing they can ask.
- Let the ringing phone be your trigger to move you into ‘Make an Appointment’ mode.
Never give the caller information that won’t help them make a good decision.
- If you give price will that help them make a good decision about their car?
  - What do the brakes need?
- You make bad decisions with bad information
Empower them to make their decision based on the information you give.
Value story:
- Let’s get it here and let my team of ASE certified technicians look it over. I want to do it tomorrow morning.
Our desired result from the marketing we do to get the phone ring should be to get a vehicle in the bay. Appointments are the goal.
- Learn to do the right things when the phone rings.
- We can give a ballpark figure (price). They say I’ll call you back. You have no return on your investment.
- If we give a price and always land in the middle we would do great. But you’ll never know how well you did.
Every call starts with a conversation. (Bill Haas)
- Let me see how I can help you.
- You need an SOP (Standard Operating Procedure)
- You are going to make two invitation to bring in the car. After those two invitations get off the call. In about two minutes.
  - If the calls are over 5 minute your chances are minimized with each minute you are on.
  - We’ll Mr. Customer it doesn’t sound like you are ready to have the car looked at yet. My name is Bill, I’ll be happy to help you when you are ready, just give me a callback and we’ll take care of you.
    - 50% you will get the appointment.
- Never stop listening to the caller. Get their story. You need to be in charge.
Smile when you are on the phone. It can be seen by your caller.
- Put a smiling caricature or the word smile on every phone or computer screen.
We allow people to answer the phone who have never had a lesson on how to answer the phone.
- Create a script for technicians who may answer the phone as a last resort.
Stop telling people what you can’t do and tell them what you CAN do.
Disney: “Look Our Customer in the Eye and SMILE”
Be a good listener. If face to face, know what their eye color is. Attentive listening.
Know your value proposition or elevator speech.
- Also, know what your customer may value.
  - Is it warranty, the speed of service, loaner car, free wi-fi, coffee, accurate promise times, reliable
- Ask why they chose your company.
- Where do they normally go for service?
- Know who you are competing with.
- What does your customer expect?
  - How will they compare you to what they are used to?
Emily believes her women customers are at ease with her.
- Women are more value based than men.
- Hit a home-run with women. Offer fast, reliable, safe service.
There is a time you will give a price.
- A timing belt because the owners manual says to do it.
- You should give a maintenance service price, but have incredible value vs. one of your competitors.
  - Give all the value why you are the better choice when you give the price

Resources:

A special thanks to Bill Haas, and Emily Sundstrom for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 102: Second Chance – Working with and Supporting Addiction

Carm Capriotto: Automotive Aftermarket Professional — Wed, 16 Jan 2019 05:13:42 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN
Eric Ziegler a Mobile Diagnostician owner of EZ Diagnostic Solutions Inc in Peoria, IL. Also, an instructor for Automotive Seminars and The Driveability Guys
Rob Rowsell, shop owner, owner of Family Auto Service a four shop group in the La Mesa, CA area. Author of the book ‘Addicted To Life’, How I Went from Homeless to Extraordinary Success and Happiness in a Short Period of Time. Find a link to Rob’s book on the book page on the website HERE.
Tanner Brandt, owner Tanner’s auto Clinic LLC, Mobile diagnostics and programming as well as teach for CTI

The panel consists of two former addict and two ‘normies’. The ‘normies’ have a close friend or family member that is in recovery and has had an impact on them.
Myth: People who struggle with addition come from a bad or broken home and have no support.
Truth: Until an addict says ‘Done’ no one can help them. Your heart may say you are done but your actions must demonstrate it.
Addiction can come in many forms:
- Caffeine
- Sex
- Germaphobe
- Gambling
- Video Games
We worry about it when it becomes difficult to perform our daily functions.
Look at science. It starts uniting things.
- How you are wired
Drug testing for your people or new recruits is dependent on state laws.
- Gray areas in states where marijuana is legal.
You can put up a sign that says ‘We are a drug-free workplace.’
An addict’s descent into relapse occurs long before they take in the substance or activity. Talk to people to learn the signals of relapse.
- Usually, performance at work suffers and that is a signal.
- You must call them on it. If you ignore it will not go away. It is their addiction.
- You must protect the business.
- The success rate for addicts beyond the first time is not good. The success rate can be less than 10%.
- Faith-based success rate is over 80%.
- There is a 12 step program at Vision KC.
There are many programs out there to help. If an addict plays the denial card there is no hope.
Having the right culture in the company will help a recovering addict.
- The Christmas party is not at a bar.
- Do not ridicule the addict
Opioid addiction can start with a prescription for pain because of an accident or the like
- If you are wired for an addition your pain killer can set you off.
- We are in an opioid epidemic in our country.
- Opioid addicts have treatment that others don’t. They can go on an alternative drug to get their life back, their job back, their family back.
Our reward system is designed, in our brains, to give us big rewards, a dose of dopamine. We can find ourselves finding alternative ways to provide us the dose of dopamine.
If you expose yourself you will become; In Rob’s book he talks about ‘The Law of Exposure’. It is as reliable as the Law of Gravity
- If you hang around bank robbers you will become a bank robber. If you hang around God-fearing men, you’ll become a god fearing man.
- Don’t risk a relapse by hanging out in the wrong environment.
The way out is you need to believe in yourself.
- Myth: People believe that there is a moral shortcoming because you are an addict.
- Addiction is a family disease.
- The negative energy that destroys an addict’s life can be used to focus on recovery.
- By healing the addict the family heals.
- There is more going on than just a lack of willpower or corruption of a person.
If you had an employee leave work to go for cancer treatment would your perception of the person going for addiction treatment be the same?
The hard part of an addict is living life without.
- 10% is the drinking – 90% is the thinking.
Mental illness, driving people to self medicate.

Link to National Drug-Free Workplace

Resources:

A special thanks to Matt Fanslow, Rob Rowsell, Tanner Brandt and Eric Ziegler for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 101: Ghosting – Minimizing New Hire No Shows

Carm Capriotto: Automotive Aftermarket Professional — Wed, 09 Jan 2019 05:12:59 -0400

Your Learning Curve Never Sounded This Good.

The Panel:

Peter Foreman from Integra Tire, Second Generation Shop Owner, 39 Years old from Langley, BC. Peter literally grew up in the shop. As a baby, there was a cot in the office while his mom Cheryl did the books! Taking his Dad Dave’s beliefs and expanding on them, Peter went out and made a career on his own in the auto parts industry before deciding to come back and help his family bring the shop into the next age of auto service and repair in 2005. Peter is happily married with two children. His children love to visit the shop as well. Maybe there will be a third generation one day! Learn of Peter’s Previous episodes HERE.

Ghosting happens with all age brackets but seems most prevalent between 22-36 ages.
You are always wondering what you did wrong.
- There are fixes you can make and all areas of the recruitment process must be available.
- Do you have a broken process?
  - Stronger ads. A consistent message that flows right through the interview process and into your culture.
  - The interview process is more a social process.
  - The process of how we tour the shop when you go to the office, do not sit behind the desk should be all choreographed.
- You can lose people within the first day or week because how you explained the culture of the business is the exact opposite. They were oversold.
- Your team needs to know how important they are in onboarding.
- Peter actually had a group interview (roundtable) for a service adviser job.
- Jonathan likes to do a working interview with a technician candidate.
  - He says he has a high paced rockin’ roll environment.
  - Looking for the candidate to spend one day at the shop. Looking for multitasking even though he will be shadowing another tech.
Jonathan is recruiting for top technician talent and his candidate base already have jobs.
- We’ve got to get them over their fears to change
- At the end stages of the timeline to arrive is where he had lost a new hire.
- Look to hire faster than the typical two weeks. See if the candidate can start within a week.
Some new hires that have ghosted Carlo were never to be heard of again.
Suggested to track down a no-show and keep them on your bench. Things change. Don’t give up on who you felt would be a rock star.
Red Carpet:
- Build up to the excitement. Set up their space in your place.
- Talk about joining the family.
- Create an emotional connection
- Build enthusiasm for them coming on-board.
- You are offering a rare opportunity. People don’t leave our company. Show them stability
- You’ve got the tools to get the job done.
Show a path to different roles in your business. Maybe a tech would someday consider being a service advisor.
Warning signs:
- The candidate needs to think about the job offer.
- Lack of communication. Not getting fast responses.
You can also lose people within the first 30-90 days,
- You can lose people during lunch hour or just not show after a few weeks or months on the job.
- The reality is just to walk away from a job or a relationship. The way it is with a certain age demographic.
If your candidate is willing to leave right away and come with you, they will do it to you.
- Carlo says you need to hold fast and give a two-week notice. Teach them the ‘right’ way. If you lose the candidate that may have prevented a walkout someday.
You need to put out a consistent brand message and culture from the moment of the ad.
- Your team is as responsible for retaining a new hire.
Candidates or employees ghost on us and go to the dealer because the deale HR departments are selling the brand. They also have a big opportunity and they buy into that.
- We need to up our hiring skills and our interviewing skills if we are going to compete with the professionals.
You need a strong brand and culture to have relevance for the best candidates.
Possibly consider hiring an HR specialty company to help in your recruiting and compliance.
- Keep in mind you need legal ob descriptions, hiring processes and a handbook.
Be involved with other local shop owners. Create a strong tight-knit community. Learn from each other. They aren’t your competition. There is enough work for everyone.
Keep your message clear during the entire process, stay in tight communication during the process, always be hiring. You are not the only one this is happening to.

Resources:

A special thanks to Jonathan Ortiz, Carlo Sabucco, and Peter Foreman for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 100: Up Your Game: Become a Level Five Leader and Improve, You, Your Business and the Aftermarket

Carm Capriotto, AAP — Wed, 02 Jan 2019 05:47:00 -0400

Your Learning Curve Never Sounded So Good

This episode is not intended to give advice on the tax law or accounting principles. Please check with a professional for all your tax or accounting requirements.

The Panel:

Vic Tarasik is the Founder and Managing Partner at Shop Owner Coach. A business management consultant to shops across North America that assists shop owners in achieving their dreams through the intentional application of best practices and personal development. Previous Episodes HERE.
Maryann Croce of Croce Transmissions in Norwalk, CT and business adviser at smallbizvantage.com. Previous Episodes HERE.
Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre. Previous Episodes HERE.
Greg Buckley is the CEO Buckley’s Personalized Auto Care in Wilmington, DE. Previous Episodes HERE.
Shari Pheasant and her husband Jeff own A Master Mechanic, and she is known as the Queen of Horsepower. Previous Episodes HERE.
Chris Cloutier is co-owner of Golden Rule Auto Care and CEO of AutoText ME. Previous Episodes HERE.
Brian Walker is the founder and CEO of 5 Stones, a marketing agency in Hammond, Louisiana and former shop owner. Previous Episodes HERE.
Bill Hill owner of Mighty Auto Pro from Medina, OH. Previous Episodes HERE.
Brett Bohlmann of HWY 7 Service Center, Newel, IA. Previous Episodes HERE.

Listening: Vic Tarasik

Have we earned the right to be heard because we take time to listen?
If the leader shows they care then they earn the right.
The leaders care about their people and demonstrate that they can be trusted.
Listen first then speak.
Listen for solutions and answers.
Stephen Covey habit #5. See First to Understand then to Be Understood.

Resilience: Maryann Croce

A leader sets the direction and empowers productivity.
Leaders are not born they are made.
Be curious.
Don’t focus on the obstacles but take what we can learn from them.
It helps us become the best version of ourselves and it builds competence.
Resilience helps to build a healthy relationship.
As the five closest people to you what are your biggest challenges. Have them be brutally honest.
Stop comparing yourself to other shop owners. Focus on your wins and your accomplishments.
Don’t take things personally.
Align your team to your values.
At the end of the day know you made a difference.

Become the CEO of your company: Bob Greenwood

You can ‘t learn to be a CEO if you work in your business, you must be working on it.
You need to use a telescope and a microscope as a CEO
Look at facts to make discussions about your future.
Gather facts. It takes 3 to 4 years to develop cultural change.
Look at all opportunities for revenue in the future.
Your microscope if your business.Set deadlines and goals with timeline and responsibilities to an owner.
Hire remarkable people. Do they have the desire and belief in the business or are they just bought in to have a job?
Bring out the best in your people.
It is your responsibility for your success. You are responsible for every family who works for you; this is a huge weight on your shoulders.

Perseverance: Greg Buckley

Rely on your convictions so you can move forward.
Perseverance gets you over when things are not perfect. It helps you adjust accordingly.
The Genius/Idiot Quotient. The number of days you feel like a Genius and divide by the number of days you feel like an idiot. Seek help from people to get the next goal.
Walls to climb and rivers to swim to reach out goals.
You need a great core of yourself, a strong moral compass if you are going to be successful.
When a leader walks into the room people can see them.
Look at your horizon and make sure it is not a mirage.

Invest in your staff: Shari Pheasant

Jim Collins book Good To Great. Go to Books Page Here.
The word discipline is good to know and understand. It is a good word.
Training opportunities increase employee retention.
Training costs less than turnover.
Build people first and they will build the business. Zig Ziglar
It is easy to get training today.
You should spend 3 to 5% of your payroll costs on training.
Employees need to learn at their own pace.
The Missed Effect:Miscommunication (90% of the breakdown of a cohesive team)
Miss understanding
Miss directed teams
Missed opportunity
Invest in training so you can attract the right people.
Training involves forward thinking.
Untrained employees are unhappy employees.
Invest in training for yourself to be a better leader.

Delegate and get out of the way: Chris Cloutier

Are you running your business or is the business running you.
There are many reasons we do not delegateWe are Type ‘A’ ‘Doer’ people. We want to know things are done. Others don’t do it as good as us or are as smart as us. Get out of the way and let me do it.
We don’t want to fail.
We need to look beyond our fear and delegate.
We are heroes in our business. We are the key people. We need our customer to tell us how great we are. You may not feel you are providing value so you don’t delegate.
If you are asked, you never say you are a leader. You are an owner. Train yourself to become a great leader or hire someone to be the leader in your company.
Set a goal to replace yourself. Don’t reply to text messages for help. Let them figure it out.
Stop giving the answer, let them fail forward as you did. Don’t fear failure.

Be Your Word: Brian Walker

Brian’s coach told him to stop lying.
The lie you tell that you don’t realize you are.
You tell yourself lies and others.Like: ‘We’ll buy a new alignment machine soon’ and you’ve been saying that for the last three years.
You need to become a person of your word. Your wife family and your work team.
There is a point when people will not believe you at all.
Don’t lie to yourself.We use stories as crutches.
You must become a man or women of your word.
Conscious self-creation. Affirmations.Create them and repeat them every day.
Show through your actions that your Word

High Expectations of your Staff Building A powerhouse team. Bill Hill.

Find the weakness in the people you’ve hired in the past and then look to overcome them in your new hires and your current team.
Your people are the most important part of your business.
Overachievers love to train, they love to have responsibility (power)
Hire people who can be better than you.
Be involved in your community.
Create a strong culture. Have fun.

Train and Develop Within- Brett Bohlmann

We are responsible for our people and their family.
We can have human waste around us if we are developing our people.
We have to have core values and match new hires to them and match your team’s behavior to your core values.
RATE: Relationship + Attitude * Talent + Expectation = Production
He doesn’t believe in the technician shortage.
Our biggest shortage is in leadership.
We need to get in the classrooms and get involved early.
We need to invest, develop and train our people. (new or established)
Training within is not easy.
When times get tough that is when we get good.
Developing never ends. Training has a start and a stop. Keep developing.
Be in the people building business.
Success is not measured in dollars, it will be measured by what you become.

Resources:

A special thanks to Vic Tarasik, Maryann Croce, Bob Greenwood, Greg Buckley, Shari Pheasant, Chris Cloutier, Brian Walker, Bill Hill and Brett Bohlmann and for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 099: The New Tax Law Impact on the Service Professional

Carm Capriotto: Automotive Aftermarket Professional — Wed, 26 Dec 2018 05:11:25 -0400

Your Learning Curve Never Sounded So Good

This episode is not intended to give advice on the tax law or accounting principles. Please check with a professional for all your tax or accounting requirements.

The Panel:

Reed Melis worked in public accounting for 7 years prior to founding Paar, Melis & Associates in 1992. Reed conducts seminars, currently through the Automotive Training Institute, to instruct and train automotive repair shop owners to increase their profits and understand their “P or L.” Reed and his wife, Gina, are parents of Ashley and Drew. Reed is proud of his daughter’s accomplishments in college. You will often see him watching his son on the soccer field on the weekends. Reed also loves the Classics, cars and rock music. He will often travel to see a concert out of state.

Hunt Demarest is Accredited in Business Valuation and a licensed Certified Public Accountant that has been with the firm since 2006. He specializes in business taxes, valuations and does consulting work with our clients all across the country. When he’s not in the office, Hunt enjoys spending time with his family, golfing, working on and racing his cars.

Garry is known as the numbers guy – They say everybody has a special god given talent or superpower and for Gerry that’s the ability to see the holes in the bucket in any business by examining a few financial reports.

New 20% Deduction for Qualified Small Business Income (Federal Taxes)
- You pay your taxes based on a 20% reduction in your profits. In other words, your tax base is on 80% of your profits if you are a pass-thru entity.
- S-Corporations, Partnerships and Sole Proprietors are considered. Please check with your own accountant to see if your companies structure qualifies.
- This is a new feature in 2018. You’ll see a ‘windfall’ this year and become the ‘New Normal’ for at least the next 5 years.
- You may want to consider doing something with the monies you will not pay Uncle Same. Fund retirement, pay debt, set some aside for a rainy day.
- Self-property rentals to yourself also qualify.
100% depreciation available for most asset purchases.
- Include improvement to buildings, parking lots, roof, etc. (new structures are not)
- Instead of depreciating over time you can take it all in this year. Having Uncle Sam pay for part of your improvement!
Expanded Child and Dependent Tax Credits
- New Law: If a child is under the age of 17 from $1,000 to $2,000 and the income range was opened to qualify.
- Added new child tax credits, check with your accountant or tax preparer.
Tax credits are better than a tax deduction. It is like getting cash.
- A tax deduction reduces the income.
Technicians that have written off their equipment purchases off their taxes are no longer allowed.
- An opportunity for shop owners to consider buying technician tools. See previous podcasts on buying technician tools. An even strong reason to consider this especially if techs have been using this tax write off. Link to Episode on Buying Technician Tools:
  - Academy Episode 084 HERE.
  - Academy Episode 036 HERE.
- Even employee based business expenses like the internet because of research for case studies or certifications.
New Lower Tax Rates and Tax Brackets
- This was not only a tax break for the rich.
- Hunt and Reed are seeing a tax decrease on average of 3%
Our employees see that your $1 million dollar shop makes you a millionaire.
- Share the segment of your Profit or Loss statement that everyone can control so they understand where the money goes.
- Break down, with your people, how the money is distributed to vendors, employees, benefits, rent, utilities etc.
You need a power team of advisers: Attorney, Accountant, a Banker and a Financial Adviser.
April 15th isn’t the time to do tax planning. Work with your accountant to review your tax strategy no later than September each year.
Entertainment cannot be deducted any more. (Ball Games, Concerts, etc.) “The No Fun Rule”
- Remove your Entertainment expense account.
- Meals are 50% deductible. Summer cookout.
- Meeting expenses are OK.
Get the book ‘Profit First’ by Mike Michalowicz. Find it on the Books Page HERE.

Resources:

A special thanks to Reed Melis, Hunt Demarest and Gerry Frank and for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Subscribe to a mobile listening app HERE.

THA 098: Daytime Training vs Night Time Training – A Discussion of Ideas

Carm Capriotto: Automotive Aftermarket Professional — Wed, 19 Dec 2018 05:13:31 -0400

Your Learning Curve Never Sounded So Good

Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project. Listen to Chris’s previous episodes HERE.

Lucas Underwood is an Automotive diagnostic specialist, shop owner, and foreman. He owns L & N Performance Auto Repair, Blowing Rock, NC was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Offering Repairs On All Makes & Models, Gas And Diesel.

Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going.

Daytime training model
- A fresh set of eyes, after a nights rest, delivers better knowledge transfer.
- Dealerships are doing daytime.
- Young technicians want to know what your training commitment is.
  - They want to know if they’ll be paid to go to training.
  - They want work-life balance. They don’t live to work they work to live.
- We need to schedule effectively when we lose a technician to daytime training
- If the shop owners commit to daytime training the training companies will be there to meet that demand.
Night Time Training
- We need to change the culture of training. Night time is not working.
  - So many in the class have half mast eyelids. How much training are they getting.
Overall message
- We need to move to a competency training model
- Training costs too much. Some shops don’t budget for training
- Technicians need to be compensated for attending training no matter what time of day.
- Training is a differentiator when hiring and keeping technicians
- Training is an investment not an expense
- Schedule around daytime training. Don’t put your shop in a hole when a technician is at training. No different than the sudden sick day.
- Private training is being done in local markets
  - A group of owners are pooling their money and hiring a top training.
  - Get about 10 shops in the market to split the cost
  - Requiring hands on training, as this become a trend.
  - Smaller groups get a better experience
- You need a learning plan for your team
  - It must be based on need
  - In small bite size segments
- Training must be attacked with a strategy and a plan
- Having a strong training culture can bring potential techs who want to work for you to your business
- Do your techs know why they are going to training?
- We need to challenge ourselves and the industry trainers to bring more daytime and hands-on training
- Hands on is critical after a class. Owner needs to ask their tech to perform some of the tasks that were taught in class. Without hands on the knowledge transfer is minimized. Follow up and follow through
  - Teaching the principles of the class to the rest of the team will benefit the ROI of the training
  - Carlo Sabucco is taking is team to Vision KC 2019. He will close his shop. The value he sees:
    - Knowledge
    - Networking
    - Training culture commitment
    - Socializing
    - Expose your team to the best trainers in the industry
- Involve your high-school and college instructors in your classes.

Resources:

A special thanks to Chris, Lucas, Carlo, and Paul for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 097: Service Professional Loyalty: A Supplier Perspective

Carm Capriotto: Automotive Aftermarket Professional — Wed, 12 Dec 2018 05:17:07 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Trevor Martin began his career in the Automotive Aftermarket 37 years ago. Trevor is the President of Vaca Valley Auto Parts, a family owned company that has been in business since 1974. During his time at Vaca Valley, he has worked in every position from stocking shelf’s, delivery driver, counter, outside sales and now President.

Trevor currently serves on the Federated Board of Governors, Federated C0-MAN council, Solano Community College Automotive Advisory Board, and is a past AWDA Board of Governor.
Trevor is married to Paula and has three children, Jenna, Zoe, and Zane. When he is not participating in his children’s sports and activities, he enjoys water skiing, snow skiing and being with friends.

Bradley J. Hartline was born and raised in Boyertown, PA where he attended school graduating from Boyertown Area Senior High School in 1978. He subsequently attended Ursinus College (Collegeville, PA) graduating in 1982 with a bachelors degree in Economics and Business Administration with a minor in Psychology.

Immediately following graduation Brad went to work for Big A Auto Parts – at the time the second largest auto parts distributor in the country. He began as a management trainee for his first year of employment. During that year he learned the basics of operating a parts store and began honing his managerial skills. In 1983, he assumed the responsibility of managing a store in Gilbertsville, PA. Operating a store forged the foundation of his future in the auto parts industry. Two years later he was promoted to operations manager for Big A Auto Parts’ Pennsylvania store chain. In that position, he developed a “big picture” view of operating businesses. In 1986 he transferred to the distribution center side of the business (APS – Big A Auto Parts’ corporate identity) where he spent 18 months in sales as an Account Executive. The job entailed selling to and working with privately owned Big A stores. This gave him additional exposure to how small businesses operated versus a corporate environment. Again, this would lend itself towards what was yet to come in his career. In 1988 Brad was appointed Assistant General Manager of the Pennsylvania store chain returning to his roots. After two years in that position, he became the General Manager, a position he held until he left Big A in 1997. As General Manager he had full responsibility for as many as 20 stores during his term. The experience was invaluable.

Upon leaving Big A (they were on the brink of bankruptcy and ultimate liquidation) he joined Parts America – a Sears company and division of Western Auto. Brad was hired with the intent of becoming a Territory Manager (same as a General Manager with Big A), but a twist of fate would guide me to my first store ownership. Less than a year after beginning with Parts America (acting as a recruiter in the HR department) he received a phone call from a former Big A co-worker. He had left the corporate Big A to buy his own stores. He was looking for a new partner to replace his retiring partner at Pottsville Auto Parts – a two-store business. He jumped at the opportunity and, in January of 1999, he was suddenly an entrepreneur! Two years later he joined the partnership at Hyde Villa Auto Parts in Reading, PA adding to my responsibilities. Ironically, these were formerly Big A stores in my chain. I was, therefore, familiar with the operations at both companies and even rejoined some former co-workers and employees. At the onset of my ownership, Big A was still supplying our stores but the company was at the end of its corporate life. To supply our stores we started a co-op warehouse through a Pronto affiliation under the corporate name of Bellcow, Inc. After three years we sold the warehouse to NAPA and began our long and still existing affiliation with the distribution giant. Bellcow was relocated and retained on a smaller scale distributing primarily batteries and commodities. He obtained ownership in Bellcow with two partners in 2009. In addition to the warehouse, Bellcow owns a NAPA store in Mahanoy City, PA. In all, his five operations – run by him with his partners – employ about 60 people and have collective sales of about $20M. It is challenging and consuming operating multiple companies and locations, but it is also very rewarding. Looking back, he wouldn’t change his path!

On the personal side, He has been married for 35 years to his college sweetheart, Stephanie, an English teacher. They have two grown children – Emily, a dietitian, and Alex, a social worker. They live just outside of Reading, PA about 20 miles from where he was raised.

Mark Stabelfeldt has spent most of his working life in the automotive repair and automotive aftermarket industry. He got his start in this industry by partnering with his father acquiring a bankrupt auto repair business in 1997 in his hometown in the great state of WI. As Mark and his father worked to turnaround the repair business he relied heavily on the local automotive parts supplier. As a Service Advisor Mark quickly became a certified Bumper to Bumper Auto Repair facility which gave him access to training for him and his technicians. In less than 8 months Mark’s repair business became the #1 customer of his local Bumper to Bumper auto parts supplier. In fact, the better the relationship got the stronger each business became.

After turning around the repair business Mark left WI and headed for the East Coast where in the summer of 2003, he landed with Gates Corporation as a factory Heating and Cooling representative calling on NAPA Jobbers in VA and MD. Mark leaned on his past experience running his shop to grow sales through partnering with Installer customers, helping them to grow their business. Mark was promoted several times achieving Regional Manager with Gates Corp, managing a team and responsible for 267 NAPA Auto Parts stores in the Mid-Atlantic Region (VA, MD, DE, PA and NJ). While with Gates Mark won numerous sales awards; Factory Rep of the Year, Top 8 in sales multiple years, #1 in sales and others.

Mark left Gates in the summer of 2015 and joined Fairfax Auto Parts, a locally owned 14 store NAPA Auto Parts group located in Northern VA, as their first Sales Manager. Mark was hired to manage the Outside Sales Team of 9 and worked closely with their 14 store managers. In the summer of 2017 Mark and his wife relocated to Gilbert, AZ. Mark continues to work for Fairfax Auto Parts in operations.

Throughout his career Mark has made being a partner and problem solver with his customers a priority, growing not only his sales but that of his customers and making life-long friends along the way.

Our customers need hot shot delivery
E-Commerce makes pricing transparent
Suppliers realize they need to be competitive, however they don’t believe price is the ultimate differentiator because of availability, speed of delivery, service, people, training among others.
- Suppliers need to be competitive and be within a range.
Communication is the key to a strong business relationship
- A salesperson is an important factor in relationships and communications.
Most supplier customers are not shy and will share what they see so that the supplier understands the marketplace and issues to help them run a better business. Therefore relationship is key.
- Many bring up pricing as an issue but that is the start of the discussion of so many other needs of the customer like:
  - Training: Technical/Management
  - Warranty/Labor
  - Availability
Warranty and labor claims is a big issue.
- They are asking for help on the complexity of repairs.
- Don’t hesitate to use the manufacturers hotline for support regarding a warranty/diagnosis problem.
Training must be provided however a decent turnout is a factor for some training. The best shops always have people in the seats. The marginal shops don’t see the value of training.
- Getting a shop to participate in training opens their eyes to the value of training and how it can help them in their business.
- Some of the best techs resit learning new things. Change is tough for many.
- The tech savvy customers
Should warranty/alleged warranty part return be shared with the service professional so they can see their rate against their purchases. This can spot a deficiency in a techs performance or a training gap or both.
This group is sharing the challenges that exist at their level of running a business from cost of inventory creep because of new returns because shop buys everything needed for a job, just in case. Warranty issues and cost of hot shot delivery. Theses should be shared both ways.
Part availability creates loyalty. Challenge is right part at right time is a big challenge for distributors/jobbers.
They feel that their brick and mortar stores continue to have a competitive advantage over E-Com. There is an insulation to the fact that the service professional need today’s parts.
Survivorship in the distribution business is to pay attention to the needs of the future vehicles. The product mix will change in the next 10-15 years. Consolidation in both levels of the industry will continue to put pressure on running a better business and partnering with each other.
Sales people are problem solvers and relationship builders today. They follow up on warranty and support the success of their business. The key is to build trust.
Brad says that training class options are being presented to their top customers for the next year.
Trend as the suppliers see it:
- Technician shortage
- Dealers advertising all makes all models
- Service professionals asking where to find people
- Working with high-school and post-secondary institutions
  - Offering free training to students and instructors
- Consolidation will create opportunities and make some shops stronger.
  - Some may go out of business and their customers will assimilate into the market.
Help the jobber know your delivery need. If urgent let them know, If no rush, let them know. The biggest cost of a supplier is their cost of delivery. Help them out either on the phone or when doing business with E-Com.
Having a professional counter staff is another differentiator even with a lot of volume coming through in E-Com.
Some younger shop owners are starting to build bonds and a partnership with the local jobber/distributor. Once they understand the value provided they will come over from buying from E-Com only suppliers because of the value provided.
- Younger shop owners are more tech savvy but will have local suppliers.

Resources:

A special thanks to Trevor Martin, Brad Hartline and Mark Stabelfeldt for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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Your Learning Curve Never Sounded So Good

The Panel:

Frank Luetz from Desert Car Care in Chandler, AZ. Frank has a weekly radio ‘call in show’ called ‘Wrench Nation’. . Frank also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures. Listen to Frank’s previous episodes HERE.

John Gustafson is the president and CEO of Gustafson Brothers, Inc. an auto service center in Huntington Beach, California. The company specializes in customer service and performs auto service work, collision repair, and paintwork along with other auto-related services for the community. Listen to John’s previous episodes HERE.

Steve Ford – The Car Guy®, is a California-based lifetime car enthusiast and 35-year auto industry veteran n ongoing professional work as an award-winning broadcast journalist and educator today, he is a certified ASE Automotive Technician/Trainer. In volunteer work, he contributes to skilled trades and youth, careers outreach programs as an automotive technology instructor and career planning/motivational speaker to schools and at-risk youth programs. Listen to Steve’s previous episodes HERE.

ASCCA, Automotive Service Councils of California, has a power point presentation for download that you can use today for your next speech at career days or at any community event. We must become advocates and ambassadors for the automotive industry. Download the powerpoint HERE.
You must volunteer to speak at rotary, chambers, schools, PTA’s, career days all need speakers. Don’t wait for an invite, invite yourself.
Every automotive radio show must involve our youth.
We are heading fast in the opposite direction as automotive school programs are being disbanded. We must step up.
Kids yearn to be a part of a tribe.

Frank Leutz

Meeting youngsters where they are at —the importance of taking educational clinics to their “sandbox”.
Start your engines –why it is critical to go from show and tell to real-world active repair scenarios follow up in the garage.
How to DISENGAGE interest immediately–why the “ME” economy needs to be realized when engaging younger generations.
We need to mentor.
We are stretched for time so let’s help each other. We all can chime in LIVE at classes. Be a guest presenter through technology. Help your local instructors without leaving your business.
- Use technology and your smartphone or desktop to link up with the class and or students to do a Facebook Live
Get kids involved with data streams and identifying that cars have controlled area networks. Fluids are important but data and computers are exciting. The kids want to see technology, that is exciting to them.
Peer to peer sells. The language of their peer group helps engage. If one gets involved in automotive they have the power to influence a peer. We must start to engage our youth or we’ll never seed our future.

John Gustafson

Student ‘Boot Camp’ called “Intro To Auto”
Students from 13 to 18 years old.
The schools in his market are not teaching auto which was the drive for John to start this program.
Course outline starts with concept, engineering, manufacturing, distribution, sales, financing, Insurance, Service and Repair, collision repair and recycle.
Engagement with 13 years through 18-year-olds.
We hold them winter, spring, and summer during school breaks.
Discuss career paths used to attract youth to our profession.
Lifting local visibility of dignity of the “can-do” skilled trades world.
ATC: Auto Talent Co-op. Website HERE.
- Listen to the episode with John on ATC HERE.
John started this because in his community high schools do not teach automotive.
Email to John Gustafson:

Patrick McHugh: STEM Classes

His “Why”
- Growing up as a tinkerer
- From broken blenders to weed eaters, to lawn mowers, to tractors, to cars, to Cessnas, to Jets and Back to cars
- Girls are a solution to the tech shortage, focus on them, show them that they can do it if they are hard working and use their head.
- He has to do this because he is driven to help our youth appreciate the STEM (Science, Technology, Engineering, Math) side of the automotive.
The nuts and bolts of running a STEM class
- Target age of 14 (+- 4 years) because that’s the age that he needed it.
- Separate boys and girls into separate classes.
- My “lazy” way of dealing with the hardest part… marketing the class, find advocates to help you recruit.
- David beats Goliath as long as he has enough leverage and brains! Brains over brawn, you don’t have to be strong!
- Safety is #1, the point of the class is to give the kids 1 or 2 skills and to reveal a career path.
- The incredibly thoughtful questions kids ask… The heat shield, the radiator, cooling fins, energy transfer, the fuse blows to protect the wires!
- Parents are required to come and be in the back of the class.
  - Speaking to kids and parents at the same time… The parents are listening when you talk.
- Download Patricks’ STEM outline HERE.
The benefits to your shop
- A chance to share your culture and get the best referrals
- The STEM class has opened up opportunities that he never imagined through the parents. He discovered a politician who loved the class and he offered his voice to her for the automotive. He also found a realtor to help him find his first building.
These classes make me feel good! How many kids have I helped?

Steve Ford

Be entrepreneurs for education
Volunteer and engage with a local car museum.
Tap into challenge and leverage opportunity of American societal concerns to address “loss of the nation’s hands-on celebration & culture”
Leverage and influence under-utilized capabilities of current and future auto enthusiast networks for “contagious collaboration” — engage car shows, cars & coffee events [all those “hoods up” just to ‘look at(?)]; address the “why” behind the “how” of American car culture for youth and teens; those who wouldn’t otherwise be “aware/exposed” to tools, techniques and careers.
- (Examples – local car museums, after-school programs [existing community centers (Boys & Girls Clubs, community non-profit youth centers, or we “start” them ourselves where space can be allowed, such as YMCAs, PTAs (Parent Teacher Associations)], and help local communities reach at-risk teens and youth, who are often those who are turned off or dropping out of school w/out hands-on connections.

Resources:

A special thanks to, Frank Leutz, Patrick McHugh, John Gustafson and Steve Ford for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 095: Taking Good DVI Pictures

Carm Capriotto: Automotive Aftermarket Professional — Wed, 28 Nov 2018 05:14:19 -0400

Your Learning Curve Never Sounded So Good

The Panel:

He is now President of Diagnostic Network and shares this plans and vision for this new diagnostician tool. Find Scott’s other episodes HERE.

Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Jim Fleischman and his wife Shelly own Automotive Alley in Arcade, NY. Jim attended Alfred State College for Automotive Tech. He went to work for a Ford Dealership as a shop foreman. Jim’s racing and organizational experience came by being part of a race team that ran Busch and NASCAR. He was recruited from his alma mater, Alfred State College, and became an instructor. Jim always wanted to teach and it was fate. He spent fourteen years as an instructor. He loved building relationships with his students.

He was balancing his teaching job and owning a shop while Shelly ran the business for him. Jim ultimately left his teaching job and went to work full-time in the business. Shelly’s background was accounting which was good for the business overall.

Jim believes in a strong process driven company. He is all about improving efficiency. Saving steps for productivity gains. Anyone can study their inefficiencies and make changes to improve productivity. He templated his systems against NASCAR. Immaculate, organized and tools quickly reached and found. Jim perpetually works on streamlining to increase his productivity.

Automotive Alley also specialized in the street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary. Find Jim’s other episodes HERE.

J.R. Portman is the Chief Operating Officer and Vice President of 5 Stones Media J.R. Portman hails from Laredo, Texas. The Tulane University alumnus earned a B.A. in English and Studio Art while focusing on photography and creative writing. In his 20-year photography career, Portman has racked up many accolades, including being a Google Trusted Photographer and Local Search Strategist.

As COO of 5 Stones, J.R. oversees all departments of the marketing agency and workflow, while also conversing with clients to ensure goals are being met.

Portman’s first love of photography afforded him the opportunity to publish photos on Google Maps; allowing widespread views of his work in the hundreds of millions. One of his proudest accomplishments at 5 Stones has been the development of the Photography and Video division of the agency, whose work is now regarded as one of the top visual producers in the Southeast Louisiana region.

Great DVI photos is another step in transparency in your customer relationship.
Your brand will be reflected in the quality of your picture.
- Can’t be cloudy, grainy, unfocused.
- The tech is there, so there is no tech barrier to entry into DVI.
It is not overbearing to take great pictures.
You’ve got to become a photographer. Don’t fight it.
If you are going to do a video they need to be short.
- Think with the end in mind. What is your subject?
- Will you narrate the video?
Be sure you post the best pictures of each area of concern.
Take pictures to develop the base case of vehicle health.
Outside pictures of vehicles will help to identify scratches/dents.
- A best practice is to take shots of the vehicle at the start of job and end of the job.
Be the boss of your picture.
- Move rags, move items, like garbage cans in the background. It is a reflection of your brand.
- Lighting is important. A flashlight might not be the best because of a hot spot that will not create a great picture.
- Take a point of reference picture. (identifier of the vehicle)
  - The license plate, color of the car are key to be sure the customer understands it is their vehicle. (Be Authentic)
Use a light stick to improve the lighting of a pic under the vehicle or under the hood.
- Your shop lighting may be enough but always be sure you’ve got enough light under the car.
A picture of dashboard (mileage), inspection sticker (if applicable), oil change sticker.
A video less than two minutes can educate and engage the customer in the problem.
- Increases trust.
- Document with video the depth of the repair, example if the front clip is off or dashboard out. This shows the level and depth of the repairs.
- Get comfortable taking video. It is the future and expectations of the customer is low, meaning you do not need to have a Hollywood production.
- Keep in mind you are talking to one person not to thousands.
Keeping your camera/phone steady is an art form.
- You can get a gimble (steady cam device for under $300)
- Greg Buckley demonstrated a technique; how he holds his camera to make it steady. (see video)
  - Triangulate your hand
- Use the phone’s built-in stabilizer
You can even turn on GEO tagging on your phone to give a point of reference. This is a Cover Your Butt tactic.
Greg has a disclaimer on his repair order that highlights that he may use pictures for marketing or training use.
Use your phone horizontally for DVI picture. You get more real estate in your picture.
Instagram wants vertical.
Use props like tread depth gauge, and colored brake gauges.
- Having your hand or thumb in the picture will go a long way to show scale.
- DVI software allows you to markup and text picture.
- If taking a picture of a part use gloves when holding the part in the picture.
As a team, talk about the picture you take.
You can post pictures into social media and video’s into your youtube channel.
Use pictures and video from all jobs to show new customers that you’ve done.
If you are suggesting a repair you’ve got to have a picture of the problem.
If you are doing pre-purchase inspections you may take up to 50 pictures.

Resources:

A special thanks to Scott, Jim, and J.R., for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 094: ASE – The Industry Credential and YOU!

Carm Capriotto: Automotive Aftermarket Professional — Wed, 21 Nov 2018 05:15:52 -0400

Your Learning Curve Never Sounded So Good

Amy Mattinat is the owner and manager of Auto Craftsmen in Montpelier, VT. Her shop is an ASE Blue Seal Shop, AAA approved and she is a member of ASA, SBN & WiAC. Along with running her independent repair shop, she is able to combine her three passions: teaching small business owners how to run a successful business, teaching car care and safety to the general public and educating young people about the many career opportunities available in the auto care industry.

Amy was awarded the 2012 Top Female Shop Owner of the Year by the Car Care Council Women’s Board, Honored as a 2014 Professional Woman of the Year by the National Association of Professional Women, Awarded the 2015 U.S. Small Business Administration’s Vermont Women-Owned Business of the Year, Awarded the 2016 AAA Business of the Year in Vermont and served as President of Women in Auto Care 2014 through 2016. Listen to Amy’s previous episodes HERE.

Mike Coley is the Senior Vice President at the National Institute for Automotive Service Excellence(ASE). Mike’s responsibilities include oversight of ASE’s Operations and Test Development workgroups, along with coordination of day-to-day operations with ASE’s testing contractor, Prometric.

Mike joined ASE in 1994 as the Executive Director of Technical Services. In that role, Mike led the development of the L1 Advanced Level Test and Composite Vehicle types 1 and 2, refined ASE test-construction methods using item response theory, and coordinated the launch of ASE’s computer-based testing program. He was promoted to Vice President in 2004, and subsequently directed ASE’s IT workgroup and led the development of ASE’s customer relationship management (CRM) system. He was promoted to Senior Vice President in 2013.

Prior to joining the ASE staff, Coley managed his family’s automotive repair business in SanAntonio, Texas, and served on the ASE Board of Directors, including a term as Chairman in 1991. Coley has a B.S. in Electrical Engineering from SMU in Dallas, Texas, an MBA from George Mason University in Fairfax, Virginia, and previously taught Automotive Emissions classes at Northern Virginia CommunityCollege.

Jeff Walker is the President of Walker’s Automotive Service of Pleasantville, New Jersey. Jeff is alson on the ASE Board of Directors and is a Past Chairman of ASE. He as been ASE certified since 1977

ASE needs to be in front of your customer, be part of your culture and ingrained in the training/certification culture in your business.
ASE is your ‘Dr.’ credentials. Use them to promote the value of your technicians.
Our techs need to be proud to wear their patches and be introduced as ASE certified technicians.
ASE certification can build the team and you can engage incentives and wages based on certification progress and re-certifications.
Promoting ASE and ASE Blue Seal to the public.
We must not count on ASE to do it. They provide the certifications and we need to embrace these certifications and promote on our own.
ASE website for the consumer: ase.com/drivers
We need to show the customer that our technician team meets certification standards through ASE testing.
ASE does not promote to the public. They are a certification entity, non-profit and the industry needs to get behind them.
Your ASE credentials must be marketed to your community and customer base. The way you bring value to ASE inside your business is to promote it as a required standard inside your business that can be a differentiator.
Techs say, “What does it do for me?’
- If owners don’t believe it does make a difference and is a requirement then the tech will see no value.
- When the test is passed and the competency is set, that makes a huge difference.
- Consider there is a fear of failure in not passing a test.
  - We learn from failure.
- Some techs are great at what they do but are bad test takers.
- Get them help and work with them to full certification.
Amy suggests that the first test any tech should talk is the brake test.
ASE is working on a beta test recertification process through an app that becomes a continual program vs. every five years.
- They will deliver a certain set of questions to work toward their certification. They will know immediately if you got it right and if not which question was right and why.
- Tools in the app for training.
ASE is also working on providing the questions missed and which was the correct answer. This will help the test taker to know where they failed and why.
Rote memory is not the goal of ASE. Knowing how to diagnose is the goal.
Student Certification now called Entry Level Certification for high school to show post-secondary or shop owners.
Amy has a high-school coop student working at the shop with her ASE entry-level certification.
If we are going to grow our own and get involved with high-school and post-secondary, ASE must be the part of a technicians career pathway.
Our partners (suppliers) that advertise must include ASE in their ads. If they show a technician, they need to have a patch on their uniform. We are not embracing the value of ASE in every public facing to the consumer.
We are terrible assessors of our own skill set. We need help to assess if we have the skills to do our job. ASE is a natural entity that evaluates competencies.
- They do not tell you what kind of training you know
- They take industry standards and test toward them.

Amy Mattinat’s ASE ideas on how to brand your shop with your ASE Certifications:

1. Pay for your staff’s training & certification testing “All road leads to ASE Certified Master Technician”.
2. Celebrate when staff passes each certification.
3. Send out a press release when a staff member becomes an ASE Certified Master Tech / or if your shop achieves the ‘Blue Seal of Excellence’.
4. Increase pay when staff passes a certification.
5. Create a Wall of Fame: [frame and hang up certifications & training]
6. Put ASE cling-on in windows.
7. Put ASE small cling-on / put on the counter where customer pay for their invoice.
8. Purchase ASE patches & pay to have them sewn on staff’s uniforms.
9. Purchase ASE t-shirts & jackets for your staff: https://www.costore.com/asestore/welcome.asp
10. Make blog posts when technician achieves new certifications & training.
11. Whenever you take pictures of your technicians, make sure you can see the ASE Certification patch on their uniform.
12. When you introduce your technicians, always use their title: “This is Ken, he is an ASE Certified Master Technician & will be taking care of your [Honda] today” if they are master techs.
Of “This is Ken, he is a Brake Expert and even has his ASE Certification in Brakes & will explain to you what brake repairs your [Honda] needs today to keep you safe when driving”
13. Facebook posts when technicians achieve new certifications & training
14. Facebook posts with a link to ASE Drivers website: http://www.ase.com/drivers/
15. Facebook Banner of your shop with ASE logo: EXAMPLE: https://www.facebook.com/AutoCraftsmen/
16. Company Website: pictures of staff with ASE patch showing: EXAMPLE: https://www.autocraftsmen.com/
17. Company Website: Embed ASE White Board video in your shop’s website: https://www.youtube.com/watch?v=lZGl7LkmHmk
18. Re-post ASE Blog posts regarding ASE Certification & Car Care Articles: http://asetechs.blogspot.com/
19. Purchase an ASE sign & hang it outside on visible part of your building.
20. Take pictures of your building highlighting your ASE sign & post it on FB & Instagram .
21. If possible, add ASE logo to your Invoices.
22. phone [on hold message] with information about your shop having ASE Certified Technicians.
23. Radio ad. Look for special downloads.
24. Make your own videos about ASE and your own shops status & credentials.
25. Utilize your Blue Seal Recognition in your email signature: EXAMPLE:

Name
First & Last Name
President: Name of your business
www.nameofyourwebsite.com
ASE Blue Seal Shop & {any other industry highlights:

Resources:

Commercial Idea from Amy: Shop Radio Ad – Download HERE.
Commercial Idea from Amy: Master Technician Radio Ad – Download HERE.
ASE Consumer page. ase.com/drivers HERE.
A special thanks to Mike Coley, Amy Mattinat, and Jeff Walter, for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 093: How Not To Be a Micro Manager

Carm Capriotto: Automotive Aftermarket Professional — Wed, 14 Nov 2018 05:14:55 -0400

Your Learning Curve Never Sounded So Good

Dennis McCarron, formerly Bridgestone’s National Management Instructor, joined Dealer Strategic Planning, Inc. (DSP) as a group facilitator and is now Executive Director. This is Dennis’s second appearance on the podcast.

He passionately studies behavior analysis and teaches sales. His experience includes 8 years managing retail stores for Bridgestone and 10 years designing, instructing and facilitating Bridgestone’s management courses. This development training covered the company’s 2,200 retail locations.

I asked Dennis to come back in part two to share his sales philosophy. The talking points below will outline all the great wisdom that Dennis shared. He stresses technique over style.

At DSP, Dennis and his team help independent aftermarket dealers manage the financial, branding, and human resource aspects of running a business. Listen to Dennis’s previous episodes HERE.

Maryann Croce of Croce Transmissions in Norwalk, CT was opened in 1999. Maryann was a banker turned business owner. Tony was technician turned shop owner. A big transition on their parts and that extensive wisdom makes Maryann the perfect guest on the Academy series.

Their 4 bays, 4 techs, and one service advisor shop is successful because as husband and wife Maryanne and Tony work at their roles and have abundant trust in each other.

Maryann is also a member of Women in Auto Care and owns smallbizvantage.com. Hear Maryann in her previous episodes HERE.

Tom Lambert, Automotive Manager at Shadetree Automotive. Tom Lambert got his start right at home. His dad and uncles always had projects going on in the home garage. During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding.

He signed up for business management at a local community college and attended night classes and sometimes would have to go back to the shop and finish up jobs.

The business continued to grow. By 2007, the operation was doing over 1 million in sales. By 2013, they were doing over 2 million in sales. This was such fast growth but they never seemed to get ahead financially. Even the financial management classes helped a bit, but they never truly got a great grasp of their finances. They were too busy working countless hours in the business to keep up with demand instead of taking a step back to figure the business out.

Tom struggled for many years because he had lost the passion for the auto industry. After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes HERE.

Maryann Croce

Mindset – Micro Managing is the enemy of leadership. It’s that simple. Leadership is about empowering others and micromanaging discourages them.

Why we micromanage – It’s Fear-based.
1. Fear of not being viewed as an expert. There is a disconnect from the work. You’re in new territory with new responsibilities. Many are not sure of their role and goal.
2. Fear of losing control- You now depend on others to complete tasks that you use to do. Others may be keeping up and you no longer are.
3. Fear believing no one will care as much as you or your brand is on the line. – This comes from not setting clear expectations and goals.
What micromanaging looks like. (People don’t intend to micromanage. It sneaks up slowly.)
1. Continued questioning of people and making suggestions after you gave them a task or assignment.
2. Blaming others when things go wrong. Accountability starts with leaders
3. Throwing people under the bus in front of others. Setting people up for failure.
How do we stop – Build new skill sets. Focus on the items that will next level the business. Messaging, Relationships, and Financials.
1. Learn your role and goal as a leader owner/manager and focus on those areas. Mission Vision and Purpose. MVP Strategy is your new focus.
2. Set clear expectations and communicate with your team. Get their input and value it. Trust your team.
3. Support your team’s decisions. Give them the resources and training needed to succeed.

Dennis McCarron

Learn that clones of you don’t work for you. As long as the end result is attained ethically, there are many ways to reach the finish line. Different people look at the world in different ways and see different paths.
Be unrelenting on results and high standards. But the employees solve the problems, not the manager. This is often overlooked or ignored due to it’s perceived “takes too long” aspect of discussing/testing/solving nature – but the catch is if there is a manager who has all the solutions and employees are never involved, the buy-in is zero, which means effort is zero, and EVERYTHING takes too long.
Failure is ok. If it doesn’t burn the shop down or cost a million dollars, making mistakes is ok. The key is to analyze, learn, and not repeat. This is not contradictory to #2.
Mission and Vision Statement. In emergencies/firefighting, where people have to act quickly and decisively, if there isn’t a compelling M/V statement, employees will rely on gut instinct. With a compelling M/V employees use that to shape decisions. In the aftermath, micromanagers will grill and interrogate employees and tell them everything they did wrong, and usually, it’s the managers/owners fault for not having a great M/V. If there was a great one, the post-incident conversation is easy. “Did you honor the M/V?” If you did, let’s discuss how it could be better next time. If you didn’t, ok, now we have a disciplinary conversation.
The woodpecker story. Remove them from your world, your business. They are saboteurs. Owners always regret they didn’t make the decision against a woodpecker in their business.

Tom Lambert

Set clear goals and expectations.
Have clear systems and processes. Clearly documented and discussed
Manage the results. (numbers)
Don’t sweat the small stuff. Doesn’t matter if someone does something different than you as long as they get the result.

Bonus form Maryann Croce

Top reasons why people leave a job are at the hand of the owner/leader.

Relationship with the Boss. Their boss doesn’t listen to their ideas.
Bored and Unchallenged by the Work Itself. No trust to take on new challenges/responsibilities or training.
Relationships with Coworkers. The lack of a good company culture and they don’t believe the company is stable or secure.

Let go of the ego and put what is best for the company first. – Team and customers.

Resources:

A special thanks to Dennis McCarron, Maryann Croce, and Tom Lambert, for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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THA 092: The Extreme Value of Shop Tours

Carm Capriotto, AAP — Wed, 07 Nov 2018 05:16:00 -0400

Your Learning Curve Never Sounded So Good

The Extreme Value of Shop Tours Panel:

Photo courtesy of Shari Pheasant

He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.

Deb Van Batenburg is the vice president of Automotive Career Development Center [ACDC] and a former repair shop owner with his husband Craig. She and her husband engaged full time in the understanding of the technology used in hybrid and electric cars. Students worldwide attend their comprehensive six-day trading class called ‘Up Your Voltage’. Deb also writes human interest ideas, business trends and critical thinking for Auto Inc and AASP magazines. Listen to Deb’s previous episodes HERE.

Andy Bizub is a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and start a turnaround. At bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. Bill collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.

Vic Tarasik is the Founder and Managing Partner at Shop Owner Coach. A business management consultant to shops across North America that assists shop owners in achieving their dreams through the intentional application of best practices and personal development.

Shop ownership, public speaking, business management, finance, and leadership skills are some talents he acquired as a service professional that made this position perfect for him.

A recipient of Montgomery County TX business of the Year and a congressional commendation are a couple of achievements Vic is proud of.

Vic took an interest in all things mechanical at a young age. He worked on a variety of vehicles for friends and family. His interests grew into racing at local drag strips driving his 55 Chevy, which he still owns.

In 1986, he returned to his roots and launched Vic’s Precision Automotive from his two-car garage. The heart of Vic’s Precision Automotive was galvanized for Vic as a boy; he watched his single mom struggle with service providers over the years. When he opened his shop, he was determined to make it a place where female customers felt comfortable. Listen to Vic’s previous episodes HERE.

Jimmy Lea is the Regional Sales Director at Kukui Corporation. Kukui enables success. The Kukui All in One Success Platform® empowers Independent automotive shops with quantitative data showing their return on investment, the number of new clients based on their POS system, statistics revealing their customer retention rate, and areas to improve their business through the tracking of phone calls, appointment forms, digital inspection results, and feedback from customer reviews.

Understanding the client experience. This allows you to walk into a new shop and have a clean slate & an unbiased perspective of what the client is experiencing. Its too hard to analyze your own tornado, as your in it. It’s much easier to see issues with other shops from an outsiders perspective.
Gaining a new perspective into your own shop by visualizing & feeling what other shops are doing then noticing where you can Improve your space. The end result may be taking some of those good ideas and implementing them in your own shop. I do not consider this stealing as if we better our services then our industry as a whole will be lifted.
Establishing relationships with other shop owners. No one understands a shop owner like another shop owner. Visiting other shops allows you to converse with the owners and staff about what’s working and what’s not working. In the Independent automotive industry its all to common to keep things to ourselves and not share with other shop owners. Sharing our struggles and triumphs can be very helpful and positive to our fellow shop owners and our industry as a whole.
Learned not to work on pre-1995 and older vehicles
Reach out when you visit a city and tour a great shop.
You will find ideas to compare what you are doing.
Willing to share your ideas and success will help elevate the entire industry.
Share facility ideas. Both can learn.
Ask questions to find out why ‘things’ are what they are.
Work hard to build the comfort level of your clients. Vinnie Lucido.
R & D: Rip off and Duplicate and make ideas your own.
When you are in your tornado you cannot see what is wrong or analyze an issue because you are in it too deep. It may take a visit from another shop owner to ask a question to get you to re-think what you are doing.
Start locally. Call up a friend across town.
When you travel to look up a top shop and call to get an appointment to visit.
Use social media to search for or request a shop tour in a city you are going to be in.
Shop tours help build your network.
Twenty groups by rule do shop tours and benefit their business through this learning mode.
Be honored if you get asked to offer your shop for a tour.
On shop tours:Andy learned a lot about intercommunication among your team.
Vinnie looks for what makes shops unique.
Frank says: Don’t be afraid to make a decision and don’t let analysis paralysis cloud action.
Greg Bunch: Visited a shop in Ireland. Challenges on tariffs to buy equipment. They use forklift type lifts. No waiting room. They have a four-year program for technicians with six months doing apprenticing. The real diag guys run around in their vans. There is a higher respect for technicians and the industry in Europe better than the US.
Shari hears the excuse, ‘It’s different here’ (overused)
Deb says that if your webpage and physical presence do not match you will get a big disconnect with your brand.
Jimmie Lea says that ‘curb’ appeal is critical.There is no tech shortage at shops that are involved in education either high school or post-secondary.
Vic recommends that you listen to everyone while you are in the shop. Listen to the Advisors, Technicians, and all the staff. They see a lot more than we think and might have valuable ideas we might not have considered.
When on a shop tour ask a lot of questions to the entire team and share with the owner.

Resources:

Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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The Town Hall Academy is supported by:

Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers, and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 091: Workshop – Service Adviser Roleplay – Part 2

Carm Capriotto, AAP — Wed, 31 Oct 2018 04:41:00 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Clint White holds the ASE Master Tech, Under Car Specialist, & Service Writer Certifications. He started wrenching in 1995 and landed his first job via BBB chat room connection. Clint moved on to manage & tech at Midas and then at an independent shop. He moved to Idaho to get away from the overcrowded West Coast and worked as a Chevrolet/Cadillac tech.

Next, he managed another independent in Meridian Idaho. While there, the owner of the business sent me to shop owners training through RLO and ATI 2-3 times a year and he also took it upon himself, at the same time, to attend Bible College full time for 2 years and become a licensed Pastor (talk about being stretched!!!). His fire was lit !!

Clint found out quickly he has a passion to OWN his own shop and a passion to TRAIN/TEACH people. His world was rocked when his father (also a Pastor) was diagnosed with Parkinson’s, Prostate Cancer, had neck surgery and a knee replacement all within a short span of time. Clint moved home to spend time with his Dad. It was a tough choice to leave what he had in Idaho but for him, family must come first.

Clint now manages one of two shops owned by a shop owner he teched with way back in the day. Coopers Auto Repair Specialists in Tacoma, WA. Listen to Clint’s previous episodes HERE.

Barry Barrett is an authority on sales and selling. He is the Director of Training for RLO. Barry’s sales and training capabilities operate at full capacity in his dual roles as the lead salesperson and service manager trainer.

During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.

Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. Barry is a Ziglar Legacy Certified Coach. Listen to Barry’s previous episodes HERE.

John Vasquez is the Shop Manager and Service Advisor at Los Gatos Auto Service since 2006. As a child, John was always into cars. That love never went away and he thought that the automotive industry would be a good place to start his career. He first worked in a parts department for a local distributor, then moved on to detailing vehicles at a Volkswagen dealership. After about a year and a half, he worked his way up to valet, then greeter and finally, service advisor which he really enjoyed and just confirmed for him that he had picked the right career path. He enjoys spending important time with his wife and daughter. If he is not watching the Niners, Warriors or Giants, you’ll find John enjoying some delicious food and/or taking in a movie.

Role Plays:

#1. A very common call ……How much is a tune up? On this one the year make and model doesn’t matter…..

Customer: John Service Advisor: Clint Observer/Coach: Barry

We think customers ask for a price way more than they do.
About 25% of prospects ask for a price.
Great service advisors will get about 10% of price requests because they are using the Socratic Question method.
Clint showed his pace so he slowed John down.
This is a very common call, almost 50% of the calls that come in.

#2. The service writer is calling back a customer with a 2008 Toyota Highlander with over 200k miles.

Customer: Clint Service Advisor: Barry Observer/Coach: John

When they brought the vehicle in, it was running poorly and they were very open about the fact they had done little to no maintenance to the vehicle Upon inspection it was found it needed over $4000 worth of repairs just to make it safe and reliable, not to mention a few other maintenance issues that could be deferred for a few months. The tension in this scenario is very much a daily one in real life…..How do you sell a large repair on a vehicle that “blue book’s” for less than the needed repairs?

Barry does the ‘set-up’ for this role play.
This is an example of spending $4,000 on safety and reliability vs $30,000 for new, plus depreciation, higher insurance and registration fees.
The vehicle has not had maintenance in 10 years and it now needs $4,000 or on average $400 a year for the last 10 years. A very low number to have maintained that car each year vs buying new.
Prepare for this call by doing the math on different scenarios.
Some service advisers sometimes sell with their own wallet. If they personally can’t afford the repair, they have a tough time selling it.
If you can’t afford $4,000 how can you afford $30,000, even long-term, plus, plus.
If they are thinking of a new car used or new, have a referral ready.

#3. Customer calls in stating their vehicle won’t go faster than 30 miles an hour and has a driveway diagnostics remedy.

Customer: Barry Service Advisor: John Observer/Coach: Clint

The customer states they went to an auto parts store where the employee there plugged in a scanner. The customer then provides codes indicating transmission troubles and says the auto parts store employee said they need a new transmission (driveway diagnosis).

Careful on the detail you provide. Don’t build the watch, just tell the time. (Don’t overcomplicate)
Magic box at the parts store is very different than what you have.
Transmission may not even need replacement.
Use high caliber words.
Barry was ready to set the appointment way before he asked.
Great language. “I would like to invite you in.”
Always think Unique Selling Point.
Building trust is not installing a transmission if one is not necessary and didn’t solve the problem.
Learn to be confident in your presentation by practicing. Confidence comes from mastery.Practice makes permanent.
Practice with a purpose.

#4. Selling a larger part/repair that involves a “dealer only” part.

Customer: John Service Advisor: Clint Observer/Coach: Barry

The savvy customer has already viewed his DVI and has already called the dealer parts dept to get a “list price” on the needed Powertrain Control Module (PCM) for his 2016 Dodge Grand Caravan. The rub on this one is the need to sell parts with the appropriate markup/margin to be able to stand behind the warranty on the repair….

Never use ‘about’ to convey price of job. Always be exact when giving the price. Leave no room for negotiation.
Always say ‘investment’
Be careful when using the steak in restaurant analogy.
Is peace of mind warranty important to you. Dealership warranty vs aftermarket.

Resources:

A link to Part 1 – Service Adviser Role Play HERE.
A special thanks to Barry Barrett, Clint White and John Vasquez for their contribution to the aftermarket.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 090: Business Coaches Lab: Five Dysfunctions of a CEO

Carm Capriotto: Automotive Aftermarket Professional — Wed, 24 Oct 2018 04:16:04 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Bob is one of 150 wworldwideAMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE. Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

During high school and college Murray Voth, owner of RPM Training learned to service and repair both motorcycles and airplanes while he finished his commercial pilot’s license. After college, Murray’s research skills were honed while doing a community research project; as a result, he was hired by a firm doing research and development in the service station industry. That led him to own and operate service stations for the next 20 years.

Murray has done extensive research into human potential and has the ability to synthesize this material and make it practical to apply. His favorite moment is when a client says, “I get it!” or “I did it!” He is known as an implementation coach. For the last 10 years, he has been the senior trainer, coach, and facilitator for a major automotive training company in Canada, and worked part-time in the USA as his schedule allows. Murray has worked with hundreds of shops and shop owners helping them to be more profitable and reduce their stress levels. Listen to Murray’s episodes HERE. RPM Training website HERE.

1: Trust One Another

Members of great teams trust one another on a fundamental, emotional level, and they are comfortable being vulnerable with each other about their weaknesses, mistakes, fears, and behaviors. They get to a point at which they can be completely open with one another, without filters. This is essential because…

2: Engage in Conflict Around Ideas

Members of teams who trust one another are not afraid to engage in conflict around ideas that are key to the organization’s success. They do not hesitate to disagree with, challenge, and question each other, all in the spirit of finding the best answers, discovering the truth, and making great decisions. This is important because…

3: Commit to Decisions

Teams that engage in conflict around ideas are able to gain commitment to decisions, even when various members of the team initially disagree. That is because they ensure that all opinions and ideas are put on the table and considered, giving confidence to team members that no stone has been left unturned. This is critical because…

4: Hold One Another Accountable

Teams that gain commitment to decisions and standards of performance do not hesitate to hold one another accountable for adhering to those decisions and standards. What’s more, they don’t rely on the team leader as the primary source of accountability. This matters because…

5: Focus on Achieving Collective Results

Team members who trust one another, engage in conflict around ideas, gain commitment to decisions, and hold one another accountable are more likely to set aside their individual needs and agendas and focus on achieving collective results. They do not give in to the temptations to place their departments, career aspirations, or ego-driven status ahead of the collective results that define team success.

BONUS TALKING POINTS

Bob Greenwood

Working in the business and not on it
Failing to train and delegate duties to free up valuable time for the CEO
No defined and written vision with a detailed roadmap on how to get there and ensuring all team members “believe” in it and want to be part of it to bring it to fruition
Not analyzing the business properly – only watching average sales per RO and car count. That measures activity, not productivity. Productivity builds net profit
Not understanding how to measure shop efficiency which is the key to market competitiveness being able to pay top wages and building NET profit
Doesn’t understand the 5 building blocks for bringing in change that is required to move the business forward.

Cecil Bullard

It is important to know what the role of a CEO is:

Future Vision
Fiduciary
Managing Management
Structure? Making sure the company has a successful structure.

Does a small shop need a CEO? Really?

My take is yes, as someone has to create the vision and culture. Someone has to make sure that the company is financially stable. And, someone has to manage the business from the top.

Ultimately the CEO is responsible for all aspects of the business.

I would probably say that having a good CEO is what makes a company great. They have a vision that they can share and get others involved in. They can keep the team motivated. Make sure that the right things are happening in their company. Even decide which work to focus on and what not to do.

Lack of clear vision – which leads to a lack of clear goals for the company
Lack of clear goals –
Able to get their people on board and create a healthy culture
Unclear or lack of communication –
Not creating the structure for the company to be successful

Jude Larson

Dysfunction #1: Absence of Trust
The fear of being vulnerable with team members prevents the building of trust within the team.
Dysfunction #2: Fear of Conflict
The desire to preserve artificial harmony stifles the occurrence of productive ideological conflict.
Dysfunction #3: Lack of Commitment
The lack of clarity or buy-in prevents team members from making decisions they will stick to.
Dysfunction #4: Avoidance of Accountability
The need to avoid interpersonal discomfort prevents team members from holding one another accountable.
Dysfunction #5: Inattention to Results

The pursuit of individual goals and personal status erodes the focus on collective success.

Rick White

The danger of working in your business today
1. The things that are going to attract the top talent today require there to be a full-time leader in the business
2. Business is changing so fast that you can’t run it the way it used to be run, you’ve got to be more responsive than the other guy
3. The worst thing you can be in your business is the best tech or best advisor – you want to hire people better than you and let them loose
4. You’re missing out on making the money you could and should be making – every wildly successful shop owner has figured this out and transitioned to the CEO position
The lack of direction
1. With a lack of direction or a destination, you become task-oriented meaning you are going to work to do today what you did yesterday
2. At some point (not a matter of if but when) your goal will be to get to the end of the day without killing someone – that’s surviving, not thriving
3. With no direction, you’re missing out on the excitement of growth and achievement
4. You’re not there to fix cars – you’re there to build relationships and generate a profit
The lack of expectation
1. With you stuck in the bay or at the counter, and a lack of direction, there’s no expectations
2. You know what you’re not happy with but don’t know what it is you do want
3. With a lack of expectation, frustration fills the void
The lack of communication
1. There’s no real communication in the business
2. Everyone is doing their thing and creating friction banging into each other
3. Slowing the business down
The lack of accountability
1. With the other four issues, a lack of accountability has to follow
2. With little to no accountability, you tolerate more and your stress goes up
3. You end up losing customers and great people without accountability

Muarry Voth

“Great leaders create hope by providing a sense of direction and a sense of competence”

As a follower who has committed to a cause or job I don’t want to have my time or my efforts wasted.

Resources:

Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
A special thanks to Bob Greenwood, Cecil Bullard, Jude Larson, Murray Voth, and Rick White.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’sYour Learning Curve Never Sounded So Good

The Panel:

Tom Piippo a three-time recognized ASE Technician of the Year and owner of Tri-County Motors, Rudyard, Michigan. Tom was honored by ASA as their 2017 Alpha award winner for his generous and far-reaching contributions to the automotive service industry.

Tri-County Motors is equipped to handle most anything that rolls in the door, from Alpha’s to Windrowers. Tom and Kris instill a caring, learning culture within the business. Employee’s know that training is mandatory when they are hired. Attending all local training events is required along with most major state and national training events. Listen to Tom’s previous episodes HERE.

Alan “Ollie” Gelfand is the founder and driving force behind German Car Depot, and a former professional skateboarder and developer of the “Ollie” skateboarding trick.

A few years after injuries ended his professional skateboarding career, Alan begins competing in Sports Car Club of America (SCCA) road racing events.

Building and driving his own VW race cars, Alan went on to win several national competitions including four 24-hour endurance races. Alan discontinued racing in 2002, this allowed him more time to focus his efforts on building German Car Depot into what it is today, South Florida’s dealer alternative for expert German car auto repair.

From Skateboarding legend to autocross state champion to repair shop owner Alan ‘Ollie’ Gelfand has a great story and he is not bashful to tell it. Listen to Ollie’s previous episodes HERE.

A four day work week always gives you a 3 day weekend and it takes a bit to fire up the Monday coming off a long weekend.
Will your customer respond to a change to fewer days.
Challenge to find a tech to work six days.
Workaround your techs schedules to give them some time.
Customers and techs have a seven day a week life.
Bill would like to go to a 5 day a week but bring up a great argument to stay at 6.
He provides flexibility in his schedule to help his people accommodate their life.
Scheduling creativity, if you have enough techs could work 4 ten hour days.
Alan is using Craigslist for hiring with rewards.
- Alan is a 6 day a week shop doing 20-25% of his weekly volume on Saturday. His guys can turn a lot of hours on a Saturday.
- In his ads to find techs he always talks about a four day work week.
- He has different pay plans for techs depending on what works best for them.
- He needs 160 hours per week to earn a great living.
- Alan does not work on Saturday.
- Saturdays are a lot of oil changes and maintenance.
- They have six loaner cars. Never have enough.
- He would go to 5 if he could find the techs to knock out the work.
- Has 50% – 70% appointments
- German dealers are open on Saturday and one if open on Sunday.
- Parts is not an issue on Saturday.
- Earns 21% new customers each month.
- New customers come in on Saturday. They drive by the shop before deciding.
- Curb appeal and a nice waiting room is a must.
- If you stay good on Yelp you are great in South Florida.
Bill is looking to convert his 6-day shop into different workpieces to create a four day work week for techs.
- You have to outrun your expenses so you need to have production in the shop.
- Your overhead is eating up 75% of your gross margin.
- Bill is an installer for Cosco whose busiest day is Saturday/Weekend.
- His new customers come from these relationships.
- He doesn’t advertise because his new clients come from these club alignments.
- His Saturday is feeding Monday and Tuesday.
- Bill can work a four day a week if he hired his replacement.
Saturday’s for Bill is a staging time for Monday and Tuesday.
Tom’s 4-day shop:
- He’s hicking on Saturday and camping and doing other family things.
- He is in a small town with competition only 20 miles away.
- 100% appointments
- His shop culture evolves around him. People want to talk to or see Tom.
Metro areas need a careful review to see which competitors are open on what days.

Resources:

Books Page HERE
Tri-County Motors Rudyard, Michigan link HERE.
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
A special thanks to Bill Nalu, Tom Piippo, and Ollie Gelfand.

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THA 088: Everything I Did Wrong and What I Learned

Carm Capriotto: Automotive Aftermarket Professional — Wed, 10 Oct 2018 04:13:31 -0400

Your Learning Curve Never Sounded So Good

He signed up for business management at a local community college and attended night classes and sometimes would have to go back to the shop and finish up jobs.

Thinking you can do everything yourself.
Get out of your own way in thinking you built your entire business.
- Frank realized that he needed to give his team the tools and get out of their way
- Stop being a Micromanager. Help your people understand your systems and processes and get out of their way then guide them.
You need to accept their way to do the job. Your systems, processes and policies will guide.
Allow mistakes from your people because you made many. They will cost you money as they did you, however, be sure there is a teaching moment after the mistake was made.
It is not what you don’t know it is also about what your people don’t know. You need to pay attention to that and find ways to get them this education and/or training.
Bambi shares a very intimate story of near failure in turning around her company.
Frank started to read to get better.
Problem with a business owner is that you are the problem.
You must hold yourself accountable if you expect your people to be.
It is all about your reaction to what happens to us.
We can hire smarter than us. And let them do what you hired them to do. Basically, fire yourself.
Hiring and firing can bring you anxiety. Too many take the person’s word. You want the person across from you in an interview to be the one, so you work to prove that they are the one. (A Mistake)
Tom Lambert now hires off the culture in his company.
It is OK to fire customers.
Coupons and discounts for Tom Lambert is a learning curve for him. He stopped doing any type of marketing to drive car count.
- If he has a customer that needs a discount he knows where to send them.
- If he has a customer that need work immediately he knows who to send them to.
- He provides 25% more value to his customer which justifies his narrow target customer.
There are two different business models or mindsets. The discount world or the value world. Bambi Crozier. She has chosen the value way because it is less stress on here people and her customers.
Model of value a model of value came to Frank when his customers said to him they didn’t come to him because he wasn’t the cheapest.
Financial learning curve must be discovered. You must learn all about the numbers. Do not pretend that you know the numbers and how they are calculated and which numbers are critical to your success.
- Key numbers:
  - Average Repair Orders (ARO)
  - Tom used to run a lot of cars with a low ARO
  - He is running 13.5 car count with an $800 ARO from a $400.
  - Year over year growth.
  - Break Even.
  - Know your monthly number.
  - Gross profit percent was key for Frank. You pay bills with Gross profit dollars.
  - Effective Labor Rate is more important than your door labor rate.
Training is Tom Lamberts biggest life changer to him.
Get a good CPA and an HR company on board.
Depend heavily on your people.
Laugh at your mistakes.
Failure is OK as long as you learn from it.

Resources:

Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
A special thanks to Bambi Crozier, Tom Lambert, and Frank Scandura.

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THA 087: Automotive Career’s Starts in High School and in the Home!

Carm Capriotto: Automotive Aftermarket Professional — Wed, 03 Oct 2018 04:19:47 -0400

Your Learning Curve Never Sounded So Good

James Pressly, Trade and Industrial Specialist, Career and Technical Education, North Carolina Department of Public Instruction, Raleigh, NC

Jim Halderman brings a world of experience, knowledge, and talent to his work. His automotive service experience includes working as a flat-rate technician, a business owner, and a professor of Automotive Technology. He has a Bachelor of Science Degree from Ohio Northern University and a Master’s Degree from Miami University in Oxford, Ohio. Jim also holds a U.S. Patent for an electronic transmission control device. He is an ASE certified Master Automotive Technician (A1-A9) plus G1, L1 and L3.

Jim is the author of 18 Automotive textbooks all published by Pearson. Jim has presented numerous technical seminars to national audiences including the California Automotive Teachers (CAT) and the Illinois College Automotive Instructor Association (ICAIA). He is also a member and presenter at the North American Council of Automotive Teachers (NACAT).

Jim was also named Regional Teacher of the Year by General Motors Corporation and a member of the advisory board for Technological Studies department at Ohio Northern University. Jim and his wife, Michelle, live in Dayton, Ohio.

Shane Hawkins is the Automotive Technology instructor at East Gaston High School and adjunct instructor for Gaston College.

Prior to teaching, he worked as an automotive technician at the local Chevrolet dealership for nine years before opening an independent shop. The desire to help others learn about a career in the automotive field and recognizing the difficulty in finding qualified technicians is what inspired him to become an automotive teacher.

Qualifications include an Associate degree in Automotive Technologies, ASE G1 certification, ASE Master Certified Technician, ASE L1 certified, Bachelor degree in Occupational Education, and NC professional teaching license.

Impromptu guest Kyle Holt from S/P2. Listen to Kyle’s previous episodes HERE.

Please stop talking about the need for quality automotive training and get involved. It will be our fault for the lack of young people joining our industry.
The schools are there for industry. Superintendents and presidents need to hear from industry.
You must get involved with the advisory committee.
A good advisory board will make a huge difference in the quality of instruction, investment from the school and placement of students.
We have so many jobs in the industry so automotive curriculum course can take the student anywhere.
Speak at high school career days and help encourage high school students to enter automotive technology in post-secondary (college)
Interest in the automotive starts in the home.
We, the industry, must support the counselors. Invite them to your shop. Explain that the technician of the very near future is all about having quality computer skills.
If you like cars and computers a career in the automotive is for you.
We must develop relationships with education so we can win the share of mind war with education and get the students that have this attitude and like working with their hands and minds
Text or write to the instructors and your department chair.
Get a group of independent shop owners together and sit with a department chair, school principal or superintendent.
Field trips to independent shops.
Bring a student to your shop to job shadow.
Get involved with the instructors in high school and college.
Build a mentoring program in your shop. Not easy to do. Many good programs exist to copy from.
Education continues it doesn’t stop in school.

Resources:

Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

A special thanks to James Halderman, James Pressly, and Shane Hawkins and impromptu guest Kyle Holt.

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THA 086: Stop Being Busy and Improve Your Productivity!

Carm Capriotto: Automotive Aftermarket Professional — Wed, 26 Sep 2018 04:10:47 -0400

Your Learning Curve Never Sounded So Good

The Panel:

I asked Dennis to come back in part two to share his sales philosophy. The talking points below will outline all the great wisdom that Dennis shared. He stresses technique over style.

At DSP, Dennis and his team help independent aftermarket dealers manage the financial, branding, and human resource aspects of running a business. Listen to Dennis’s previous episodes HERE.

Justin Glasgow from Performance Tire & Wheel in Topeka, KD, earned a full scholarship to play football for the University of Kansas in 1995.

During his time at KU, he was selected Captain of the team in his senior year. In 1999, Justin earned a degree in Sports Administration and was drafted by the Miami Dolphins. Football ended for Justin a few months after I graduated from KU. Growing up, he had always worked on and off for his father at Performance Tire & Wheel. His first professional job was with the Boston Beer Company. Most people know the Boston Beer Company as the purveyors of Samuel Adams and Twisted Tea. The Boston Beer Company allowed me my first chance to cut my teeth in sales and good service.

In 2003, Justin re-joined his father at Performance Tire & Wheel. The company evolved from gas stations that were opened in 1946. His father bought Performance Tire & Wheel in 1990 after the gas stations were consolidated down to two tire stores. In 2013, Justin bought Performance Tire & Wheel from my father and am now the third owner of the corporation. Justin is also the current president of the Mid-America Tire Dealers Association as well.

Darren McLea of McLea’s Tire and Automotive in Santa Rosa, CA, grew up in the tire and automotive industry working for his dad, Les, and uncle, Rick. Starting as a “clean up kid” at age 13 working summer breaks and after school. Darren has worked every position within the family business including and is currently running the day to day business as Vice President and Director of Operations.

Darren graduated from SDSU in 2006 with a Bachelor of Science degree in Geography and a minor in Political Science. While his schooling and degree would suggest him taking a different career path, the urge and desire to work with his dad and uncle was too strong.

While away at college, he also realized a new passion…sales and customer service. He worked at Circuit City selling TV’s and components. He was really good at it and his sales were at the top for part-time employees. He realized that he had a way of connecting with the customers. His true enjoyment came from customers coming back and asking for Darren by name. He took that as the highest compliment. He was hooked on customer service.

All these experiences led to Darren saying that he can’t imagine doing anything else with his professional life. He really has the opportunity to do it all in this industry and he can’t imagine doing anything else. Darren is married to his wife, Lisa, and together they have two sons and a daughter, Darren II, Nicholas, and Marie. Listen to Darren’s previous episodes HERE.

You must prioritize your life, your responsibilities and your tasks.
We do busy things just to be busy.
- Mindless things like being the IT guy when you have an IT person.
- Paint the wall because you feel like you get it done.
Owners and managers have no finish line.
- The gratification of finishing disappears.
- It is easy to put off tough management and leadership stuff and go back to what is easy and mundane.
Darren has a low tech way to prioritize. A paper to-do list.
- The phone is always ringing or texting or buzzing.
  - You get dragged into the smartphone like a squirrel looking for his next nut.
- The daily list will carry over to next day on tasks that were not done.
You have no personal firewall.
- We are easily reachable.
- However, we need to delegate some of the tasks and people who are wanting to get some of your bandwidth.
Get into work early and review your day and prioritize the critical task.
Time management quadrant from Steven Covey.
We are still learning how the medium of email works.
- It was never intended to be an immediate way to get in touch with people.
- We are info junkies because we’ll spend 1-hour reading mindless emails.
  - We want to know the best new ‘game changer’.
When clients reach out they are looking to make a decision on repairs/purchase within 72 hours. You’ve got to respond in a timely manner.
- Customer emails must have priority.
Carve your time out to manage personal priorities.
- You need to focus on what is important.
- You may have to forgive social media time.
You must know your key priorities as a CEO
You need to make yourself unavailable to your people. Close your door. When it is closed it send a message to solve your own problems.
Create a culture of solving problems.
- What would Darren (insert your name) do?
You should have four questions to ask your people to solve their own problems.
- They will go through the critical thinking process. They will solve their own problems.
- Justin Glasgow holy trinity. His three questions:
  - Is it good for the customer?
  - Is it good for the company?
  - Is it good for the car?
  - Bonus idea from Robert Henderson:
    - Does it match our core values?
Cell phone policy can improve productivity in the shop.
Learn to say no can improve your productivity.
- There is a right way to say no.
- If you say yes to something you are never going to do you are prolonging the inevitable.
You must define your mission, vision, and values.
- You’ll be able to apply your values to every decision you make. Decisions get easier to make.
Working on continual improvements in processes and procedures will improve overall company productivity. You must consider the disciplines of lean. Go HERE for podcasts on lean.
- Never create processes or procedures on your own. Involve your people and your buying will improve because your team was involved.
Digital tools will improve efficiency
- Texting can create almost instant communication with your customer.
- DVI, Pictures
- Ideas for DVI pictures put a new part next to a worn part like an air filter or disc brake pad.
Dennis talks about slowing down the customer inbound process to not create a land mind. If the customer cannot communicate with you-you’ll need to come up with a plan or stop and do it right now.
Consider batching your projects. Seeing reps; consider Tuesdays are the day for reps. This tightens up your planning efforts.
Finishing projects that matter gives you a great feeling of accomplishment.
Frank Sinatra said if you eat a frog first thing in the morning the rest of the day is great.
Steven Covey talks about Rocks. See Books Page for 7 Habits.

Resources:

Dennis McCarron Dealer Strategic Planning Website
Performance Tire & Wheel Website
McClea’s Tire and Automotive Website
Episodes with Time Management discussion points HERE.
Episodes with Lean discussion points HERE.
Books Page HERE
Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
A special thanks to Dennis McCarron, Darren McLea and Justin Glasgow.

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THA 085: 21 Tips to Gain an Edge over the Competition – Part 3!

Carm Capriotto: Automotive Aftermarket Professional — Wed, 19 Sep 2018 04:10:36 -0400

Your Learning Curve Never Sounded So Good

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

The Academy: A Summit For the Forever Student!

Also, Click the links for PART ONE and PART TWO!

The Academy Panel:

Todd Westerlund, CEO of Kukui has been in the automotive industry for 28 years. Todd spent 15 years as an ASE Certified California Smog Technician and two years at a dealership. In 2013, Todd joined Kukui, a marketing software company with a mission to improve technology for the betterment of people and businesses worldwide.

As the CEO of Kukui, Todd is consistently studying, attending business classes and consulting with shops all over the United States. Some of his duties include: keeping industry leaders informed about new technology, setting Kukui’s growth strategy including event planning, and planning industry sponsorships and partnerships. Previous episodes HERE.

Mark Goldsmith found his passion for cars in 1971 when his first job was at an independent shop. He took all of the ASE required tests and earned his Master Technician Certification.

In 1988 Mark opened Mark’s Independent Service in Chatsworth, CA. Mark’s Independent Service works exclusively on Volvo, Lexus, and Toyota vehicles. Mark and his team have always focused on fair values that put the customer first. He’s worked hard to create the type of auto repair company that has built trust with his customers and like to be known as a dealership alternative! He is an ASCCA member and he loves it when his customers say his shop is better than the dealer. Previous episodes HERE.

With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop. Previous episodes HERE.

Make techs a real referral source. – Technicians can really bring in a lot of referrals but they aren’t motivated enough. Do a friendly competition with an extra week off, a fully paid Cancun trip right now is $589.00 (TW)
1. Walk around marketing. Have your business cards with you (JO)
The fortune is in the follow-up! (JO)
1. If you promise, you must call.
Paperless invoices and estimates. (MG)
1. Consumers are driving this. They are demanding a different sales process.`
Develop the best auto repair technical team you can….in the shortest amount of time. As a shop owner, the largest ROI you can gain right now is developing your technical team. Be the shop that can diagnose and fix the car right the first time. (JO)
1. Comeback rate cannot exceed X%. A threshold
Increase your labor rate – Set the stage for everyone that you are the best and should be compensated accordingly. (JO)
1. Know that your labor rate is covering your costs and allowing you to earn the correct dollars to cover all costs associated or margins you need to make.
Holiday referrals programs are great – give away Turkeys and Christmas Trees.(TW)
A gift drawing basket for the holidays. We did one for Easter where guests picked Easter eggs that had candy and A prize inside like a free oil service, wiper blades, tire rotations, and air filters. (MG)
Utilize the words “Hassle-Free” in your warranty (JO)
1. Use trigger words, but be sure you back it up. Put the customer first and the dollars will follow.
Mark uses what he calls an ‘Accountability Cards’ they’re similar to the courtesy door hangers you see in hotels when you first get into your room to tell you that everything has been checked for quality. (MG) DOWNLOAD Picture of the Card
Fire the person you know should be fired. (JO)
1. Don’t hold on to someone you know is not right for your team.
2. Open a spot to find the next perfect team member.
Watch the local pet shelter and randomly post a pet that needs a home. This will keep folks engaged on facebook (TW)
Run a competition on facebook and have your customers post their pets. (TW)
Fresh flowers weekly on the front counter. (MG)
1. Women are making up the majority of Marks customers.
Selfie, Selfie, Selfie – Get involved in your social posts and include all staff members with customers and focus on the market you want to dominate. (JO)
1. Get rid of your canned post and find all the real world situations that is going on around you.
Meet & Greets. Invite potential guests to the shop (no appointment needed) to meet the guys, see the shop (tour), before they book an appointment for their car. (MG)
Give the customer what they want without having to pick up the phone. (book now appointment, Chat with us, Text us, and pricing info online) (JO)
Interactive countertop displays that show how timing belts, transmissions, and brakes work. (MG)
Post one type of sports scores on facebook. baseball, Hockey, football. Keep it simple. Just the final score. Make yourself a resource. (TW)
Partnerships will be the key to future business. Strategic partnerships that will drive large volumes of business ie: RepairPal Certified Connecting with CarMax, Other strategic partnerships through your vendors. (JO)
Partner with 4 shops that are 9 miles to 15 miles apart. Pull your marketing dollars, do large events together. (TW)
Join a networking group like BNI and post on facebook about networking like Dave Toole. (TW) (BNI is the world’s largest referral network)

BONUS

Host ‘How to’ classes or car care clinics at your shop on Saturdays. (MG) Women’s Clinics and Middle School Automotive STEM Classes (CC)
Nice employee jackets with your company logos on them. Not the cheap ones either (MG)
Rewatch all 3 parts of this show. That’s 63 tips. Make 2019 your best year ever. (TW)

Todd Westerlund’s Challenge:

The first entry into Carm with 60 of the 68 tips discussed in the three parts, documented and authorized by Todd will win the $1,000 challenge. You will need to document via pictures or screenshots 60 of the tips. List the tip and show it implemented. Send an email of your completed challenge to Carm, HERE. You may have many of the tips already completed and you’ll just need to document them.

Resources:

Mark Goldsmith Accountability Card/Mirror Tag HERE.

Email Carm Capriotto with your challenge results HERE.

Books Page. Leaders Are Readers

Link to 21 Tips Part One HERE.

Link to 21 Tips Part Two HERE.

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THA 084: Buying Technician Tools: Create Your Program!

Carm Capriotto: Automotive Aftermarket Professional — Wed, 12 Sep 2018 04:15:31 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Keith Williamson is the owner of Williamson’s Repair and Tire in Bondurant, IA for over 20 years. He is a member of ASA Midwest where he leads the Shop Owner Support Group (an amazing group of shops) in Iowa. He and his team focus on the customer experience, as well as Hybrid, Electric and emerging vehicle Technologies. He recently added a solar array to his building and uses a Toyota Prius and Chevrolet Volt as shuttle vehicles and plans to add more hybrid and electric vehicles as they continually update their loaner fleet. He is a member of RLO Training’s Bottom Line Impact Group for 4 years. Listen to Keith’s previous episodes HERE.

Andy Bizub is a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of, and starting a turnaround. At bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.

Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN.

Buying technicians tools is a recruiting and retention tool for your business.
New technician program ideas:
- Catch them when they start school.
- Post-secondary student starts as a freshman. Buy a toolkit for them.
- Work for your shop and get your tuition paid if you stay for four years.
- Apprentice gets a toolkit. So when they are working for you they have access to tools.
  - Apprentice set is smaller and mobile so as apprentice works with different technicians they have their set with them.
- Provide built-in tool boxes for every tech.
  - Toolboxes are a big barrier (cost)
  - All tool boxes are uniform. Tech has the key. The owner has a key. No toolbox envy.
  - This is trending especially at higher end euro shops.
  - Offer storage of techs current box while he uses your built in.
  - Some techs will sell their box.
  - Productivity gains when every toolbox is uniform.
- The shop provides all specialty tools, diagnostic tools and scopes.
- Tech owns a basic set of tools themselves
- Every Lexus dealer is creating built-in tool boxes.
Shop owner helps techs buy tools
- Shop foreman has a budget for tool purchases.
- Idea: Andy Bizub: Exchange for labor hours. By mutual agreement, approved by his accountant.
Owners don’t want to see their techs in debt.
- Techs must put an amount on their credit cards each week for the tool truck.
- Less debt to carry
- Tool truck’s love it because shop owner is paying them every month.
- Less downtime from techs as they don’t need to spend as much time with tool truck.
- Techs find something they need; these shop owner will purchase for the shop.
Current technicians
- Keith Williams. Weekly stipend if zero comebacks.
  - $50 per week.
  - Not based on parts defects.
- If techs are not worried about their tool debt they are a better person all around.
- Yearly bonus can be used for tool purchased and used during the year.
Getting known at your automotive high-school or college
- Let them know that you provide intern/apprentice tools
- You can start getting some of the best graduates if you involve yourself in the school and they know you have a great program to support graduates into our trade.
Independents must get involved at the post-secondary level. (High School Important also)
- Work with the department chairs and develop relationships with instructors.
- Get involved with inspections for ASE Education Foundation formerly NATEF.
- We must work with our young people and help them buy their tools.
- Get together and help the schools acquire tools and equipment.

Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.
A special thanks to Keith Williamson, Andy Bizub and Seth Thorson for sharing so that all ships rise.

Resources:

Link to Seth Thorson Interview on Creating a $25,000 Scholarship Endowment HERE
Link to Academy Episode 36 ‘Ten Reasons For Buying Technician Tools’ HERE

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THA 083: What Separates the Outstanding Technicians

Carm Capriotto: Automotive Aftermarket Professional — Wed, 05 Sep 2018 04:15:40 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists. When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’s previous episodes HERE.

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptations, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.

Wayne ‘Jerry’ Bishop began his automotive career as his Dad’s shop helper in the 1970’s. After graduating high school in 1979, he attended Florida Community College, studying Industrial Electronics. Having a good understanding of electricity gave him an edge working with his dad after school. Jerry has worked more than 30 years in the automotive repair industry, specializing in auto air and drivability. Before owning his own automotive service and repair business, he worked for Ford Motor Company, AutoNation USA, Daimler Chrysler / Jeep as well as a few large independent shops in Jacksonville Florida. After closing his business in 2004, he worked for American Honda. In 2006 Jerry joined Standard Motor Products as a Pro Training Instructor. He is an ASE Master Certified Technician with L1, L2 and L3 certifications. He also holds a State of Florida Emissions License. Jerry currently lives in Fleming Island Florida with his lovely wife and his daughter. He and his family enjoy cooking, fishing, bicycling and hiking. Wayne’s previous episodes HERE.

Outstanding does not equate to being an ‘A’ tech. An A Tech, B Tech or C Tech can all be outstanding.
To be excellent and outstanding technicians need balance in their life.
- Be grounded with personal time.
They lead in the shop and help develop the culture of growth, a learning environment and take on work others may not want, but also how to take a certain path to a solution.
Will help younger technicians grow in their career.
They will show and share their knowledge.
Outstanding technicians want to work at outstanding shops.
Passion is required. A burn or fire in your belly to show up every day to do your best.
Being self-critical.
Pride in your work to be able to fix a problem no one else can.
- Having pride in your workmanship.
- Prideful techs will verify their solution.
- Pride requires humility.
Growth in maturity is a large factor in these outstanding qualities.
Precision in work quality is an important quality to strive for.
- Being accurate and right.
A great fix and a greasy floor or fingerprints on the vehicle will not bring the customer back.
Is the owner creating the environment that attracts outstanding technicians?
Kevin Eckler looks at the Disney model against his own business.
Your team will need to have measures to understand what outstanding means in your business.
Outstanding Techs:
- Are mature.
- They realize that they don’t know it all.
- Want to learn more every day.
- Will want to stay current.
Balance
- You need a hobby that is not working on cars.
- Spend time with family and friends to avoid burnout.
- Teach the younger technicians to find this balance early in their career.
Humility comes from age and wisdom and can come at any age.
Flat rate pushed techs to form being outstanding and push to be fast.
- A flat rate may have killed a lot of technicians careers.
- At dealership doing a job over and over again. Flat rate works.
- At independent shops seeing new and different jobs more often lends itself to a salary and bonus program.
Networking is an important ingredient for outstanding technicians.
- Learning different points of view on tackling a challenge.
- Also, manage shop managers and owners to help you find different perspectives on your work challenges.
Mentoring helps you be ‘like’ someone by learning their ways and methods.
Finally:
- Good communication.
- Honesty. Be truthful.
- Don’t take frustrations home.
- Let your family ground you.
- Learn to disconnect.
- Create a work environment where it is safe to talk about anything.
- An outstanding technician is confident and a contributor.
- He is a great citizen and helps others.
- She has great values.
- Learn from your failures.
- Don’t fake anything beyond your skill level.
- Have multiple mentors that can provide you with different perspectives on your challenges.
- Must be a perpetual student

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THA 082: Acquisition Strategies

Carm Capriotto: Automotive Aftermarket Professional — Wed, 29 Aug 2018 04:15:34 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Transformers Institute HERE.

Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE.

Brian Sump is not your typical shop owner. A former professional athlete, Sump had never turned a wrench in a shop before starting Denver-based Avalon Motorsports in 2007. But in the years since, he has used his business acumen and a detailed, process-based management philosophy to grow the German-specialty shop into what a number of industry consultants consider to be an industry leader. Listen to Brian’s previous episodes HERE.

Team Building before you start your next branch is critical
- You need to build your team. Have your team train their replacements. Decide ahead of time who’s going to lead the new shop or old shop. You cannot run both at the same time. Develop some sop so you can open a new location quickly.
Confidentiality
- Loose lips sink ship. The more people that know your plans the more expensive it will be! Keep your mouth SHUT!
- If you use a broker you will sign a Non-Disclosure Agreement. (NDA)
- If people know you are in acquisition mode dollar signs get in people eyes.
- If you tell your key people you must have trust or have them sign a Non Disclosure Agreement (confidentiality).
How do you get a lead?
- Tool trucks, parts reps, relationships built through local ASA or similar events, old school banging on doors, asking realtors or brokers.
- Brand your company that you want to grow. Tell people. Tell your team. Shop owners that are ready to sell will find you. Their realtors will find you.
- You may get a lead because of your reputation and culture in the community and industry, where you can offer an opportunity to the new employees over the big box acquirers.
- Another big factor is that the seller’s customers will be well taken care of and relationships will be valued.
- If you buy through a broker plan to pay more because they have a cut of the deal.
Discussions with your accountant.
- Layers are paid to say no, however they must read every contract or agreement you sign.
- Accountants are uber conservative. You need to listen but they do not know your industry as well as you. Their advice is important but put it in context.
- Your set your books need to be straight up. You need to know what’s working right and what’s not.
- You also need to talk to your bank. You need a strong relationship so they can react as fast as you need them too. The deal that has money at the ready wins.
  - Also, work with your banker on a potential SBA loan. Buyer beware not all banks have a seamless relationship with the SBA.
Do you scout for property or hire a realtor.
- Many found our house by driving through neighborhoods. There are strong regulations on buying homes. The commercial real estate does not. Gloves are off and you must be very careful about what you are buying. Leases, environmental, and having a high level commercial real estate person should be on your team.
- The purchase price of the business and the lease value or property value are factors in what the buyer leaves with. You may consider the entire deal structure together.
- Dwayne Myers always uses a realtor.
- If you own property you can always leverage the asset value in your growth, however, leasing building is also OK moving forward, but know what is in your lease.
  - You can add the first right of refusal in a lease agreement to buy the property if it goes on the market.
Approach a current owner.
- Dwayne likes them to come to him, but he knows people that have and were successful at it.
- Greg uses his supplier network to set up a lunch meeting with possible acquisitions.
  - Be real and fair to get an honest conversation.
  - Use restraint when you see numbers. Do not create a hurt relationship. It may take time for the seller to recognize the quality and value of your offer.
  - If you do not get the deal today, you may have a chance down the road to approach it again.
- Be patient. If you have patience you are in the driver seat. These tactics is not to be dismissed. It is one of the most important parts of making a deal.
Negotiations. Challenges. Either business or property.
- Books recommended by the team.
  - Never Split the Difference: Negotiation As If Your Life Depended On It by Chris Voss
  - Rocket Fuel: The One Essential Combination That Will Get You More of What You Want from Your Business by Gino Wickman and Mark C. Winters

- Dwayne believes everything is negotiable and sometimes it’s good to buy the land and other times renting will still make you a nice profit. If you don’t have the funds to buy the property set up a deal where you buy the business, maybe owner financing (win/win), then have it in the contract in 5 years you can purchase the land.
- Sellers have their blood sweat and tears in their business and feel that their business is worth more unless the numbers prove it out.
- You can ask for owner financing. It is a win for you if they say yes.

Due Diligence. A comprehensive process.
- Discovery of all financial information, processes, procedures, payroll, systems, job descriptions, 3 month past due financials.
  - If you get the information quickly that tells you something, if it takes way too much time, that tells you something.
  - Many sellers are overwhelmed with the request for the comprehensive nature of the due diligence process.
Any trouble normalizing a P&L from an acquisition?
- You must discern where the money is going.
- If you are not great at understanding P & Ls and chart of accounts get help to best understand the real expenses, revenue, and margin.
- Apply your common sense to what you discover.
- A broker’s overview will have a ton of information.
- Point of sale information is not what you are looking for.
- Decide start-up costs. The 1st year can be a mess but work to get it normal. Expect a loss but you should project out so you have a plan to be profitable.

Financing ideas. Do you have a more in-depth perspective on this?
- Brian just went through SBA pre-approval, he said the SBA just went through changes.
  - Every bank handles SBA differently. Some have different lending parameters. Do your research.
  - Traditionally banks do not want to lend on a business acquisition. The SBA takes the risk from the bank.
  - Down payment structures and payment structures are designed to make the deal work.
  - Be prepared to have cash or liquidity to do the deal, at a minimum of 10%.
  - Greg says the SBA is for small business but it can be a painful process.
- Dwayne has never done an SBA. He believes in community banks vs. big national banks because of regulations.
  - If you have an existing shop with an owned property that has equity you can cross collateralized the assets to come up with the down payment.
  - Dwayne loves owner financing too!
Many businesses go out of business not because they are not profitable, but because they run out of cash. Preserve cash always.

Sister episode Town Hall Academy 075: ‘Am I Ready For My Next Branch?’ HERE.

Town Hall Academy 040 on SWOT- Strength | Weaknesses | Opportunity | Threats mentioned in this episode HERE.

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THA 081: Niche. Should We Find Specialties and Create a New Business Model or Services?

Carm Capriotto: Automotive Aftermarket Professional — Wed, 22 Aug 2018 04:07:34 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Greg Buckley is the CEO and the 50 + year young of Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE.

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop, Freedom Automotive in Hesperia, CA. Jeremy’s previous episodes HERE.

Chris Chesney: Exciting times to be in the industry.
Niche vs Specialty
- With ADAS on the horizon a big opportunity
- Differentiate yourself by doing the job right the first time. Do the basics right.
Niche
- Offer your service in a way that no one else does.
- A segment in your service that distinguishes yourself so the customer comes back for more.
Get your act together in your core services before expanding into other services and specialties.
Tough to give full service and to be the best serving all platforms in the future.
- Equipment investment and training are factors.
- Unless you have a specialist in each platform on your team.
Greg Buckley’s shop is qualified as a child safety seat center and works with many hospitals, companies, and police services as a go-to as an authorized child seat fitment professional.
Greg also started an up-fitting services division (specialty) working with fire rescue, police and commercial vehicles. He recently up-fitted a fire and rescue gator.
- He is an automotive services enterprise not just a repair shop and will invest in the right equipment and people, but will always research the opportunity before ever jumping in.
- Market research based on opportunity and investment is critical.
Do not bring your hobby to your company. It is tough to make money with your hobby. There are very few exceptions.
ADAS will be a specialty as we get to move through time.
- Very precise type of work that will require a large investment.
- You can serve the collision industry as a local ADAS expert.
- Five to ten years ADAS will be core.
Many small business owners get stuck on what is working today.
- Your current market may get depleted.
- By looking at emerging market opportunities you can be first to market and dominant player in your market.
Greg likes to look at the money trail.
- Apple will be in the mobility business.
- Europe says that may just have hit peak car sales!
- We have given up opportunities, as an industry, such as doing radio installs, tinting, and glass as examples. We just want to fix cars, why not everything automotive?
- Ask your customer. What can I do to help you?
- Establish the different service points that our clients want help with and to find what the market is telling us.
Your comfort zone may be holding you back.
Product based Niche vs. Service Based Niche – Huge Difference.
- Product Niche’s typically taking more capital and specialized labor
- Service Niche’s typically required less capital and is easier to shift.
- Examples:
  - Honda Specialist – Product
  - Brake Specialist – Product
  - Same Day Service Guaranteed or your service is free – Service
  - Emergency 24/7 service – Service
  - Talk to a technician hotline – Service (interesting idea from Jeremy)
Chris Chesney:
- Need to flip education for techs to the mastery of competencies rather than outcomes. One person can’t possibly be an expert at everything. Growing techs need to consider this. So a technician should have mastered diagnosing load carrying electrical circuits. A Senior technician should have mastered diagnosing inputs and outputs along with logic and strategy while a Master technician should have mastered all things and circuits that carry data via a network.
- Competency-based education takes the content you’ve been given and putting it into action. The ability to apply a skill to feed your family and be productive.
- Outcome-based education is to pray that the training you went to will be able to apply that training in the bay.
- Need to flip education for techs to the mastery of competencies rather than outcomes. One person can’t possibly be an expert at everything. Growing techs need to consider this. So a technician should have mastered diagnosing load carrying electrical circuits. A Senior technician should have mastered diagnosing inputs and outputs along with logic and strategy while a Master technician should have mastered all things and circuits that carry data via a network.
How to consider a specialty:
- Review your three-year strategic plan every year.
- What is your talent for telling you? Their strengths and weaknesses.
- Your current investment in people, facility, tools, and equipment.
- Look at market potential. Do market research.
  - Opportunity. Customer. What do they need … can you deliver?
  - Competition
  - Margin
  - Profit potential
  - Marketing
  - Availability to parts
  - Technology challenges
  - Create a business case and/or business plan, with a P & L Proforma. You cannot go in blind.
Keep your eyes open. The shift is coming. Toss out those unprofitable jobs. Clean out your closet.
Review your current business model. We will survive doing what we always have done.

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THA 080: Bring Them Back: How To Revitalize a Lost Customer

Carm Capriotto: Automotive Aftermarket Professional — Wed, 15 Aug 2018 04:14:37 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Ron Ipach, co-founder or Repair Shop Coach, has helped over 5536 auto repair shop owners to get and keep all the top-quality customers they can handle.

As a successful business coach, Shari’s uses a scientific approach to transform the connections between executives and teams. Shari shares her ideas; “Employee happiness is the strongest profit driver in every business. Today’s Workforce’s demands cultural change. There is a war on talent. We have to level up our ability to connect with and understand the people around us in order to stay in business.”

Shari’s passion as a 5 Sciences of Self Professional Certified Behavior Analyst and accredited Growth Strategist assist her with globally proven tools that get to the root of people and business quickly and accurately. Her approach allows clients to predict rather than resolve problems, improving performance.

The Customer Retention Myth. You just cannot just fix the car right to keep customers coming back. Average is like everyone else; it is not enough.
Average return rate from customers is 1.3 times per year. Based on the average age of the vehicle, (11.6 years old) visits should be higher. There are 2.3 vehicles per household.
You need to be exceptional and unforgettable.
Reactivating a lost customer:
- Anything over 8 months is a lost customer.
- Others are bombarding your customer.
- You must stay top of mind with your customers.
Keeping a customer starts at the service counter.
- You must build report during the transaction.
- Build the relationship.
- Explain in detail the value they’ve received.
- They feel indifferent. Nothing special.
Invest in your customer in an ongoing way through e-media, texts, direct mail. Jerry Frank says, “Be an invited guest not an annoying pest.”
You will need to have a crucial conversation with a lost customer.
- What can we do better?
David realized he needed to have loaners to provide loaners to increase convenience for his customer.
If you have your ideal customer, your avatar, created and in mind, what you do and say to provide an exceptional experience starts to build a customer who will stay and be an ambassador of your brand.
A great google review is all about the experience they had.
Your culture of caring for your customer needs to be a behavior that extends to all areas of the business.
Eleanor Roosevelt said, ‘It is not who you are when people are watching, It is who you are when no one is paying attention.”
Get them back in by reaching out and getting in front of them on a consistent basis. Make the phone call
- They know that there is a shared interest
  - Could be sports, kids, animals
- You must share space. Mailers, mugs, etc.
- You share their concern for their safety and vehicle reliability
5 Steps to Winning Back Your Customers (Shari Pheasant)
- Extending the Olive Branch
- Call Them
- Create a “We fixed it campaign”
- Give them an incentive to come back
- Get personal – they want connection
  - Identify your customer’s communication style and build your relationship by knowing what style (DISC) See Academy less on DISC HERE.
The follow-up call is an amazing tool (Ron Ipach)
Auto repair to the general public is perceived as a commodity. Our job needs to change this perception. Create an exceptional experience.
In any relationship, you need three positives to get a win.
Your culture should be to reach out to find problems or complaints.
- If you don’t get complaints, that is a warning. Remember 64% of people leave from indifference.
‘Customer Forever’ campaign
Never a lost customer ‘Swing Thought’
Many people build their business on a one time visit. That is a customer and you are off chasing the next one.
You need to be looking for clients. We have a relationship. They like us and tell people about us. A percent of them can become an advocate. A client is worth $22,500 in a lifetime. An advocate is worth $100,000 lifetime.
Mistakes are the path to success. (Shari Pheasant)
The best customer you have is the one in front of you. They know a ton of people.
Be vulnerable, raw, real, honest.
Your culture needs to be on your website and open for the world to see.
You have to take extreme ownership:
- Build the right team
- Make sure the repair gets done right.
- Ensure a customer’s experience was better than average.

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THA 079: What Drives Your Parts Buying Decisions?

Carm Capriotto: Automotive Aftermarket Professional — Wed, 08 Aug 2018 06:50:37 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Keith Katz is owner of Quality Service Center in York, PA for the last twenty years and an industry veteran of thirty-seven years. His 7 bay shop has 6 lifts and supports 3 technicians with one service advisor. He is involved with the NAPA Advisory Board and supports the Bridge of Hope organization that helps local homeless mothers find employment and housing for their families.

He is a member of AASP in Pennsylvania and engages ATI as a support partner. Listen to Keith Katz’s previous episodes HERE.

In January of 2017, John Long purchased an interest in Total True Automotive dba Schertz Auto Service, Schertz, TX, for which he worked since July of 2005.

Growing up John was not interested in vehicles even though his father had always fixed their cars. John’s passion was sports especially hockey. John played anything and everything growing up. He is still a huge sports fan and sports numbers junkie.

In his late teens, John started to gain more interest in vehicles and just after his 21^stbirthday he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could.

Quality parts support your reputation and will minimize comebacks.
- O/E aftermarket parts from OE suppliers
If a part fails they go to their supplier for support.
- The good relationship with your supplier supports a new product and the possibility of labor.
- Communicate with your supplier if you find a rash of bad units.
Supplier relationships are key
- Visit with his sales rep for John Long is not that important
  - Will have lunch monthly with his supplier owner
- Keith Katz wants to see his first call supplier on a weekly basis. That is where he builds his relationship.
  - He likes to see new products
- Keith Williamson wants to see training.
  - Been on a cruise with his supplier owner
- Beating them up for price may get you out of favor with a supplier
- This panel likes to see improvements happen from suggestions offered.
Service. What is good service?
- Having the part there when you need it. What is the expectation:
  - Keith Williamson is getting a part in 18-20 minutes
  - He doesn’t need it rush all the time. We’ll tell them if we have time.
- Keith Katz
  - If they don’t put on the e-comm ticket their time frame his supplier will call them to ask their time frame.
  - It is not a perfect science especially when a part needs to come from another store, the time frame goes up. But we know.
  - Sometimes he orders parts based on the fact that he will sell the job.
- John Long
  - Time frames not met put a crunch on his workflow.
Availability
- Suppliers tell their service professional how large their inventory is.
- Suppliers are carrying more inventory than ever.
- They want it when they want it.
Labor Claims
- For the most part, they are happy.
- Salesperson takes care of the claims
- They will have a person inside the shop track the claim and the credit.
Warranty
- They would like to see a longer warranty because the shops are offering a longer warranty to their customers.
- Many suppliers are supporting
Non-traditional supplier (like Amazon)
- This panel is not tempted to buy them.
- Who are you going to call if something happens?
- They have looked at pricing and wonder how it can be done versus their local suppliers. It is not hard to understand why the local need to get more money.
Cash Discounts Volume Rebate
- Paying with a credit card
Premium and second lines
- If their experience with a second line product is good they will include the second line part in their mix.
- Keith Williamson will offer two different quotes, at times, for customers but offer different customers.
- Keith Katz prefers to sell top quality but he does offer an option. Most customers will pick the premium product.
  - Some customers are tight on money and they will work with them on product choice.
Credit Assurance/Returns
- Critical is to have a process/system.
  - The process must be managed
- Keith Katz gets his credits the majority of the time in 24 hours.
  - He has confidence in this system. A person inside the shop manages the process.
- Suppliers do not like to have too many returns.
  - You want your supplier to have a good relationship with you and having a smart or low return rate is important.
Price
- Keith W will not be the lowest in his market and will not beat up his supplier for every nickel and dime.
- Keith Katz doesn’t want his customer nit-picking his quotes. Relationship with his customer and supplier make his customer work.
  - When the occasional need arises they are willing to help
- Are e-com portals or other vendors have the same brand and quality when comparing price.
  - My supplier is giving me value in service, warranty, returns, availability I’ll pay a premium
- Time is money when it comes to comparing price.
- They will tell their supplier when they are not competitive. They want to buy from their 1st call and gives them a chance to help dial them in. But not beat them up on every transaction. It is an overall program they want.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 078: Low Hanging Financial Fruit That Will Increase Your Profits

Carm Capriotto: Automotive Aftermarket Professional — Wed, 01 Aug 2018 04:26:46 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Ron Haugen owns Westside Auto Pros in Des Moines Iowa. Celebrating their 21st year in business in 2018. Ron is an ASE Master Technician, has his AAM certification and is an AMI Certified instructor. Ron also provides coaching and consulting for auto shops across the country.

Ron has been Co-Chair of Vision, Hi-Tech Training and Expo, President of the Des Moines ASA chapter and wants to be in Puerto Morelos Mexico whenever he is not in Des Moines! Find Ron’s previous episodes HERE.

Andy Bizub is a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of, and starting a turnaround. At bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Listen to Andy’s previous episodes HERE.

B. J. Lee is a business coach, consultant and VP of Client Services at the Institute for Automotive Business Excellence.

Throughout the years, B. J. has managed, owned or partnered in several repair shops and has gained a wealth of experience in which he calls upon to train others within his own organizations as well as abroad.

Whether working in a high-end store or a small rural community, B. J. can easily adapt to any challenges quickly. B. J.’s success and experience has given him the opportunity to partner with Cecil Bullard and the Team at The Institute of Automotive Business Excellence and to be a Consultant to other shop owners and service advisors. Moving up quickly in the field of Business Consulting, he has made a name for himself and loves to see the positive changes within the auto repair industry. Listen to BJ’s previous episodes HERE.

Vehicle Inspections. The 300 Rule
- Inspect 100% of the vehicles, 100% of the time and 100% presentation of the results.
- It is your obligation and ethical and moral responsibility to tell the customer what is wrong with their vehicles.
- Digital will be more thorough and efficient than paper.
- Helps create a strong trusted relationship by showing everything they need to know
- What it is what it does, what will happen when you don’t’ fix it.
- Must have accountability to the process.
  - Shop foreman should check a few cars a week to be sure the inspections are being done completely
- Create a spiff for a number of pictures taken per week.
  - Pictures of good things help build history and trust.
  - Andy Bizub requires the minimum of 10 pictures per car, but the count can go up which is a trend for him.
Be sure to bill customer for certain items that you may not remember to add to the RO. Items like fluid top off. And many small parts. Shop supplies are important to charge but check with your state.
- Forgotten parts like 3rd wiper blade and cabin air filter. But a good inspection process will not forget these items.
Having fun at work is also an important part of the culture at work.
- Rotate your ‘fun at work’ events.
Retention programs can generate huge top line sales. Mine your data.
- If you can get one-third of your customer base to come back you have a huge opportunity for organic sales growth.
- Keep top of mind to your customers. Reach out to them via direct mail, email, and social media
Follow up on declined services. The customer may not have money to do the service at a later time.
Facebook is social media, not sales media.
- Keep it light. Do not offer specials
Track your marketing efforts.
Schedule a calendar event to remind yourself to call the customer in five months.
Pay your parts bill with a credit card that may have travel benefits.
- Andy will use the travel benefits to send his techs to training.
- IRS has ruled that benefit points are tax-free.
Consider this, warning: check with your accountant and state tax code:
- Lower your payroll tax and workers comp insurance costs while offering your technicians a great benefit, by funding their tool & personal parts purchases upfront, then let them pay you back with an interest-free, hourly deduction BEFORE it hits payroll. It is like a barter arrangement between you and your tech. They get pre-tax tool purchases, and you get a lower annual payroll number and a happy, better-equipped technician.
- You may get a better price for tools/equipment because the shop is paying cash and supplier will not need to hold paper.
Ditch your monthly parts washer service and buy Hot Tank (Jet Spray Washer). No more monthly / Quarterly Service payments. (BJ Lee)
- Can save thousands in renewable costs and in the time the tech needs to stand and ‘wash’. The Jet Sprayer will do the work for you. Productivity gained.
- Also, there is a product called a ‘smart washer’ (Andy Bizub)
Headlight restorations and windshield repair.
- Ron gives incentives to the team for finding and repairing cracked windshields.
- Easy to do. Nice margins.
Incentivize to introduce a new product to sell and make a new habit.
Join an association. You’ll earn money.
- Keep your membership up and keep earning.
- Be sure to utilize all the financial incentives.
- Association memberships have extreme value in networking, training and financial benefits.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 077: Business Coaches LAB – Standards

Carm Capriotto: Automotive Aftermarket Professional — Wed, 25 Jul 2018 04:29:52 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Bob is one of 150 wworldwideAMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE. Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

Find the Business Coaches LAB Series HERE.

From Rick White: Standard in a business is the bar, the ruler, that one sets for the level of quality, service, experience, caring, and engagement. The problem is so many times the owner is so busy doing whatever he’s doing in his business mistakenly believing his job is to make sure cars are fixed, that they forget about the standard and now the standard is being set by whoever the customer is dealing with or whoever is working on the car which can lead to disastrous results.
Customer/Client. Define your market. Define your client. Identifying who your ideal customer is will improve your profits and workflow. Find podcasts on Ideal Customer HERE. Set your standard on who your customer is.
If you do your marketing right it will chase the customers you do not want from you.
Client vs customer denotes responsibility and relationship.
How will you take care of your customers?
- How many techs, how many service advisors.
Books. Markets of One. Chris Norton and Ross Honeywill.
Standards include having a moral and ethics statement.
You don’t want to be busy you want to be steady.
Create standards that make it possible for your team to do their job.
Are there standards in place that allow:
- Technicians to do a correct inspection.
- Do not encourage waiters that push the workflow.
- Scheduling correctly to give time to do a correct job.
Communication of standards is critical for the team.
There are minimum standards of execution. How you do what you do.
You create a culture of taking care of the customer from start to finish.
Creating procedures on all defining repair concerns for the clients’ vehicle because of reliability and safety.
Don’t feel that building your standards is beyond your abilities. Eat the elephant one bite at a time. Pick the area that you need the most work on that will shore up your leaking shop.
- Take them one at a time.
- Small consistent improvements.
- Work on two items at a time.
- You may be looking at a two to three-year process to make major changes in your business.
- Consider doing a new change in your company for 60 days before ever considering abandoning it. The team needs to own it and work it for 60 days.
In business, there is no floating. You either going up or down. (Cecil Bullard)
Create trust with your team.
- The more trust the more real change.
- Involve them.
Meeting with the team are important to involve them and gain buy-in.
#1 problem in business is lack of communication.
A good process helps put money in the bank.
A standard, for example, is training. How many hours are required for the entire team including the CEO? Training is too expensive not to do. Education is part of the culture, in the pay plan and starts with the job interview. Training is an investment.
- With a struggling shop, you can listen to a Remarkable Results podcast or watch a technical training video among other affordable training initiatives.
Processes and procedures are an important part of your companies standards.
- Well documented processes maintain your work quality and expectations
- Documented processes provide consistency and allow new team members not to change the way things are done.
- This solves the problem of meeting promise times for your customers.
- The panel says that whey they take on a new client
Book: Work the System by Sam Carpenter. Recommended by Jude Larson a free resource.
Book: E-Myth Revisited by Michael Gerber. Recommended by Cecil Bullard. Find many interviews covered on this podcast on the E-Myth HERE.
Setting standards builds strong team players and customers that value you.
With a team of owners, the business can go to great places.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 076: Improving Your Soft Skills. How To Lead and Spread a Positive Vibe.

Carm Capriotto: Automotive Aftermarket Professional — Wed, 18 Jul 2018 04:17:55 -0400

Your Learning Curve Never Sounded So Good

The Academy Panel:

We hire for experience and fire for attitude
We must hire for more soft skills.
Leaders set the tone of the company.
As leaders, we must improve our soft skills. You must do a personal assessment on your soft skills and find training to help you improve them.
Yet the leader must be in the background and push their people forward.
The leader is the vessel that holds everyone together. To support your team.
You can get involved with your team, to a degree, to know what personal issues can and could affect their work environment.
#1 most important soft skill as a leader is being a great listener
- Listen to learn not to reply.
- Learn to listen with empathy.
- Become an active listener. Practice it.
- Pay attention, put your phone down, confirm and clarify what you are hearing by writing key points down. ‘What I heard you say’.
Greg offers a lot of autonomy to his team to get the job done.
- Become a teacher and help with any failure points. (You must allow failure so the learning happens)
Soft Skills, a short list:
- Listening
- Enthusiasm
- Attitude. You have 100% control.
- Communication
- Teamwork
- Work ethic
- Flexibility
- Courtesy
- Time Management
- Reliability
- Know your team
- Have a positive mindset
- Find positive methods for dealing with negativity and frustrations.
- Learn how to deal with stress
- Problem solver
Book ‘Extreme Ownership’ by Jocko Willink and Leif Babin
Good leadership is honest and transparent always willing to make people better.
Be careful to help your team find solutions no matter how you feel or what is going on in your life/world. ‘Fake it till you make it’
You are the last man standing.
A success coach knows how hard life is, yet must lead positively.
Learn how your team deals with challenges or stress. You may need to give them their space to get through issues.
Technician soft skills:
- Same skills as a service advisor
- Communication with each other and the service advisor
- Problem-solving, a skill that can be learned.
Service advisor soft skills:
- Observe their client to understand how to speak to them
- Communication with client and technicians
- Is the person going to understand what you are saying?
Never be afraid to ask a question.
“People may not hear you at the rate of your speech.” ‘Jeremy O’Neal.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

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THA 075: Am I ready For My Second Branch?

Carm Capriotto: Automotive Aftermarket Professional — Wed, 11 Jul 2018 04:16:33 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Brian Sump is not your typical shop owner. A former professional athlete, Sump had never turned a wrench in a shop before starting Denver-based Avalon Motorsports in 2007. But in the years since, he has used his business acumen and a detailed, process-based management philosophy to grow the German-specialty shop into what a number of industry consultants consider to be an industry leader. Listen to Brian’s previous episodes HERE.

Not many in our industry started out with an MBA, we started as a technician.
Growing into multiple locations takes finance, leadership and strategic planning along with great people and a strong WHY.
Best advice is to get advice!
- Use your business coach
- Transformers Institute (Greg Bunch)
Another branch, no matter if your second or your sixth requires a major commitment of time, money and people. You need an acquisition strategy
Do you want to grow your brand and your footprint?
Do you want to make opportunities for your team so they keep growing and moving their career with you.
One person cannot run everything.
- Team development is a high priority.
- Yet keeping your DNA inside of each branch and every team member is important. Your influence is necessary even if you don’t see them each and every day.
There will be growing pains no matter how many stores or how good a leader you are.
- People development will be your number one priority.
You must invest in training and the costs associated with it before the next location is open. Don’t open until the people are ready.
- They must understand your culture and SOPs.
Cultivating a great team can help you or allow you to grow.
If you have great people you may see a great opportunity to grow to allow great people opportunities to grow inside your company.
Synthetic or phantom stock is a form of an ownership piece to consider for key team players. Contact your legal team or accountant. A way for a golden handcuff.
Consider LOCATION is the single most important strategy of expansion. It can be the biggest make it or break it factor.
- A specialty shop may not necessarily need location as a factor. Such as Euro or Asian specialty shop.
An acquisition is a preferred method to grow.
- Seller financing, SBA, Bank with SBA behind them will want 25% investment between the buyer and seller to do a deal.
- You’ll need to create a pro-forma financial statement. Projections of revenue, margins, costs and net profit for a period of time, usually three years.
- There is a standard of normality based on your income statement. You can create a pro-forma based on real data not only on your current company but of the one you may be attempting to purchase.
- You still must create a proforma if you are starting a new branch from scratch. You need a projection, a minimum three-year plan.
Financially it could be a $500,000 investment, depending on your model, may be needed to grow.
An industry standard benchmarks for a single location net profit: 20%
An industry standard benchmark for a multi-store operation net profit: 15%
If you are okay accepting 85-90% of the quality of service, sales, profits and capacity between all your stores vs. having only one store then you can move into a branch strategy. In other words, if you can’t accept a small decline in these areas then growing may not be for you. For many shop owners, this is a huge hurdle.
Buy in from your team requires you to have an open mind and listen. Your team leads must be allowed to run the branch and have a say on decisions.
Growth is not necessarily about the owner earning more to increase a better lifestyle. Don’t overspend personally. If you have a plan to grow you need to leave capital in the business.
In 2015 a study said that 58% of mom and pop shops are looking for a succession plan.
- We are on the verge of major change in the industry with consolidation

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Download the Remarkable Results Radio listening APP for your smart device:

THA 074: Can David Beat Goliath?

Carm Capriotto: Automotive Aftermarket Professional — Wed, 04 Jul 2018 04:19:40 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Scott Pelava founded LONSDALE AUTO WORKS over a decade ago. As an ASE-Certified Master Auto Technician, Advanced Engine Performance Specialist, Undercar Specialist & Service Consultant, he saw the need for a more modern auto service center in the fast-growing community of Lonsdale, MN

Scott’s strong background in domestic and import vehicles helped form the vision of what Lonsdale Auto Works is today. He built a reputation for quality service and fair pricing starting out with just one apprentice. As the need arose, additional technicians have joined Scott’s team to keep up with their customers need for fast, quality service.

Scott is also very active in the community. He is currently in his second term as a Lonsdale City Council Member. He has held numerous leadership positions with the Boy Scouts and has served as a director of the Lonsdale Chamber of Commerce and is currently a member of the Lonsdale Lions Club. Scott also founded the Facebook group ASOG. You can hear Scott’s previous episodes HERE.

David happened upon the event one day when his father sent him to check on his brothers. He hears Goliath’s challenge and approaches Saul offering to fight the giant. Saul disqualifies David by age and lack of training. But David refutes Saul and shares his resume of protecting the sheep against lions and bears, killing both. He claims the Philistine Goliath would be no different and he places his faith in God Almighty as his protector. Saul concedes and attempts to dress David in armor but David could not use them because he felt clunky and wasn’t accustomed to them. Simply put – it wasn’t his knowledge base or strength. Instead, David takes his slingshot, a stick, and five smooth stones.

Nimble quick moving David can be related to business. It is not about being an underdog. He had faith and competence.
A big Goliath in your life can be internal vs external. Don’t let your internal Goliath rule you.
Some competitors are looked at as ‘large’. That could mean weighted down.
Strong processes and systems bring a strong competitive advantage.
Small businesses can adapt to situations versus a Goliaths ‘corporate’ process document. This ‘flexibility’ is an advantage.
If you are not weighed down with heavy corporate rules:
- Process changes can happen quickly.
- Decisions to support a customer can live in the ‘Do Right Rule’.
- You can react and implement faster.
- If you are not converting leads you can fix it without layers of management sign-offs.
- You can create a strong connection with your customer. In most cases stronger that Goliath can.
- You choose to talk to people, even if you are a paperless digital shop.
- David’s can win because they choose to.
- You can find a special niche.
  - Euro, Air Conditioning, Diagnostics, Safety are examples of focus.
  - Bambi’s shop is stellar at Land Rover.
- Amazon is the largest Goliath, yet their share is growing because they are thinking nimble and David like.
- There may be a new business model coming and you will need to be willing to adapt. Don’t become your own Goliath.
  - Don’t be complacent. Try new things. Find your energy.
  - Bring your customers into your ecosystem.
A common thread among successful entrepreneurs: they don’t care what other people think about what they are doing. They have a mission and a focus. From Malcolm Gladwell’s book: David & Goliath – Underdogs, Misfits And The Art Of Battling Giants.
- From the Book: “To win against the Giants, the Davids need to adopt different strategies. But most of the time underdogs don’t fight like Davids as they blindly accept the rules of the game as defined by the dominant players.”
Starbucks example. They are a Goliath yet they hire Davids to support and face the customer.
David’s can do more to provide a superior customer experience.
Is customer loyalty dead? You must earn it with each interface or transaction.
If your customer experience falters the pricing model surfaces because of pricing transparency in the industry.
The Goliath’s are taking the gravy work and proper maintenance intervals may be ignored by the customer. It is so critical that we educate the customer on the longevity of their vehicle with proper maintenance.
You can create the rules and business model that no one has ever done before.
In general Goliath’s do not empathize with the financial concerns of the customer.
David’s have the personal drive to succeed and adapt and make their business work for their people and their customers.
Being perceived as powerful and unbeatable is great, but give yourself a great advantage without being stuck in a box.
As your business grows don’t lose your David.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

Download the Remarkable Results Radio listening APP for your smart device:

THA 073: Your Turning Point: The PIVOT(s) That Improved Your Business

Carm Capriotto: Automotive Aftermarket Professional — Wed, 27 Jun 2018 04:14:42 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout. Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process. In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE.

Patrick McHugh always tinkered with ‘stuff.’ His dad bought an ’85 BMW when he was 14 when he noticed Patrick was running out of things to tinker with. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the car. At 15 years old, Patrick started working in an airport, washing planes, and mowing grass to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license. Patrick attended Purdue University where he studied aeronautical technology. He kept flying, earned his instrument license, and became an instructor. He discovered a passion for teaching. As fate would have it after graduation, Patrick became a pilot for Trans State Airlines, a regional carrier for United. He was based in Richmond, Virginia,

With normal pilot downtime, he continued to tinker with BMW’s. He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. Cars were lining up in the driveway, so he had to decide to stop or go into business. So in 2011, he dove in head first and started Bimmer Rescue! Patrick has a real passion for the industry; not just for the day to day, but for the future as well. He teaches STEM classes for teenagers to show them career opportunities in the auto industry, hosts Women’s Car Care Clinics, and even has regular Art Shows in his shop’s gallery to support local artists. Patrick enjoys trying to change auto repair for the better and loves the great opportunities this industry offers! Listen to Patrick McHugh’s previous episodes HERE.

Alan Symmes, shop owner, Revolution Automotive Services, Norwood, MA. Alan has a goal to achieve excellence in all that he does. Having a passion for cars lead him to the automotive industry at the age of 18. He and his wife Holly were even married in a Boston auto museum. But after mastering the technical aspect of cars, Alan sought out a new challenge to start his own business and ‘revolutionize’ the automotive service experience for both the customer AND the employee.

In 2012 he and his wife started Revolution Automotive Services, Inc. in Norwood, Massachusetts. With high energy, enthusiasm and a strong will to succeed, Alan has created a culture that not only his employees believe in, but his customers are attracted to. In less than 5 years Alan took his business from a 1-bay operation to a 7-bay shop that offers extraordinary benefits to its employees and a “WOW” experience his customers rave about. “Quality is not an act, it is a habit” and every aspect of Alan’s business is high quality; including the German cars they specialize in.

It is exhausting to churn your time and customer and not earn strong profits
You can only go so far to be the cheaper alternative
Many have a lightning bolt when they attend training and decide to make improvements to their business.
Raising your labor rate is not the end all and be all pivot.
- Some are just surviving and not earning a good living. Raising your labor rate is only one element for this panel.
- The money from increased labor rates allows the business to do more such as pay higher wages, higher factory trained technicians, invest in training and the latest equipment.
Sharing your new found knowledge from your most recent training session is important because your team will learn to trust you as you work to implement new ideas and improve the business.
You must put the value behind your service and price.
Your people must be on the boat before you pull away from the dock.
If you are changing your preferred customer mix you must grow new ones before you replace.
Hiring a business coach can be a large pivot for your company.
A strong message from Patrick McHugh on his ‘crash of 2014’ and his biggest pivot. He was able to ‘re-wire’ his thinking because of his 6-month-old daughter. He said no more. He decided to stop making excuses.
- He was going through the wall and not going around it.
Pivot points can arrive when you put your family priorities in play.
- Kim was able to graduate their two children from college with no debt.
Starting to run your business as a business can be an important pivot.
Good change is good. Plan to research and understand your planned changes.
You may be finding things to do that are not productive and are not helping the business.
- Spending too much time on Facebook
Re-branding for Kim was a pivot point.
Alan found an important pivot was joining a twenty group.
Patrick found an important pivot when one of his technicians came to him and asked how he can make $100k per year.
- They mounted an 8-foot whiteboard that is called the ‘Cockpit’. They are using this as their scoreboard to track their improvements. It has proven to be their ‘true north’
You can find pivots in your networking group.
The beauty of ORGANIC innovation that comes from the CULTURE you created
Stay your course that you believe and look for the next right things and decisions you will see improvements
Don’t be afraid the make bold moves but get the buy-in from your people so they understand your ‘why’ in your moves or changes.
The attitude you carry around each day makes a difference in the success of your business.
You will have tough days so you need to have great mentors and a strong network and a business coach to support your progress.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

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THA 072: Technician Training Strategies & Rewards

Carm Capriotto: Automotive Aftermarket Professional — Wed, 20 Jun 2018 04:13:42 -0400

Your Learning Curve Never Sounded So Good

The Panel:

John Bridgwater and his wife own Wright’s Automotive Service in San Leandro, CA. John started to earn his ASE certifications early on and began networking with other technicians and shop owners. John was honored among eleven others as an Auto Care/ASE World Technician in 2015. In order to be considered for this award, you must hold at least 22 ASE certifications. John currently has 49 certifications and he is working on the 50th. John Bridgwater has a very interesting story on his rise to shop ownership. He started in 1987 and became a shop owner in January 2015. John actually was recruited by a shop in the bay area that he and his wife eventually purchased. He waited a long time for the right opportunity. John is also a technical trainer for an aftermarket company. Listen to John’s previous episodes HERE.

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.

Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists. When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’s previous episodes HERE.

Jude Larson is the Director of New Business Development for the ACT Group. He is a frequent speaker and trainer at industry events. Jude has vast business experience including being a highly successful service advisor, the owner and operator of a hybrid online and print marketing company, a top performer in the financial industry, and had a record-setting career in retail management. Jude is also a shop owner, Valley Repair in Tenino, WA. Listen to Jude’s Episodes HERE. Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. ACT Group website HERE.

Must create a learning culture in the business. This allows the entire team to understand the value of training. It doesn’t end at 5 PM. There is an additional investment and the shop owner must invest.
Owners must lead the way by attending business management/CEO training.
- If owners ask their technicians/diagnosticians to stay current so should the CEO. Lead by example.
- Technicians must be involved in their training. Shared costs can be in order as you start to build your learning culture. If they show that they are getting value and using their new education the owner can take more costs off the technician as they show that they are willing to invest in their necessary education.
- Training helps build a total career professional.
- Understand the personal motivation of your technicians and support them to build a lifelong career of learning.
The business must earn the profit it takes to invest in training. Rally your team to help reach that goal.
Add $2 to your labor rate and carve out that revenue stream for training.
Create a monthly bonus related to training goals.
Trainers do not see enough new technicians coming to training.
Training is a retention tool.
Invest in local training. It will cost less than the big events where you have to travel.
Work with your suppliers to get the type of training, you need, on their local/regional training schedules. Look for areas of struggle inside the shop and find the training that will help.
Associations bring training to their members and are a great source for training and networking.
Consider a move to daytime training that allows for a better transfer of knowledge.
Training Tactics: During and after training.
- You do not have to remember every fact you learn. Jot notes in the margin of the manual. Dog ear a page. Carry post it notes to flag special pages.
- Put them into the situation from the training they just had.
- Teach their peers in the shop what they just learned.
  - Teaching is learning.
- Reach out to your instructor if need be. Be sure you’ve reviewed the training material before you make the call. You may find the information you need in the manual.
- Shop owners need to have a monthly requirement of X number of training hours from their technicians. All types qualify.
- Keep a spreadsheet or ‘brag board’ on every training class each technician and service advisor is getting. Build a training resume for each team member.
- Weekly meetings allow for a discussion on sharing the learning of the week or month.
Pay plan at Kevin Ecklers Shop:
- Each month that they complete at least 4 hours of training, they earn a bonus of $1 /hr more for the following month, for every hour worked/billed.
- We pay hourly with a bonus structure: 4 hours approved education = $1 more per hour
- Hold 4 or more ASE’s = $1 additional
- Holding a current New York State inspectors license – $1
- Productivity over 100% = $1,
- Less than 1% comeback rate in the previous quarter = $2
- Bonus’s at 35, 40, and 45 billed hours at $1, $2, and $2 each increment.
- ASE master tech = $1, ASE L1 =$1,
- Tenure with the business over 3 Years = $1 over 5 years = $1
We are up against talent that could look to other industries because they provide paid training.
Work with our local competition to expand the pie/share for the independents. Stop devaluing each other. Help each other with knowledge.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

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THA 071: Underutilized Shop Management Systems (SMS)

Carm Capriotto: Automotive Aftermarket Professional — Wed, 13 Jun 2018 04:24:47 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network an 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late 60’s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE.

He is now President of Diagnostic Network and shares this plans and vision for this new diagnostician tool. Find other episodes that have featured Scott HERE.

In 2012, he opened Done With Care Auto Repair in Merriam, KS, with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David HERE.

Talking points:

The foundation is to learn as much as you can about your computer operating system and the power of the internet.
Your SMS should be utilized to the max because it will benefit your customer and your business.
Your job is to educate/inform the client what it takes to repair their vehicle.
Be sure the power of your system can communicate with your client in the form they want it.
Your SMS is not a booking machine that prints invoice. There is so much more to leverage with the power in the software
The SMS should be the hub of the business. Everything ties into it.
- Marketing, parts, customer, inspections
There is a training gap between features being used.
Some new feature software has no training available.
The comprehension of software’s full capabilities is not known of understood by the shop owner.
Training may not be utilized when offered by the software provider.
You need to be trained so you can learn how to augment how your shop flow can add value to your processes.
Cloud-based SMS is where we are heading.
Security for your data and your customers
It is the shop owner’s responsibility to request and get the training from your SMS supplier.
Your hub becomes valuable is your SMS process is part of your SOPs.
- It becomes a closed loop function.
With a fully functional and proper utilized SMS, you could reduce administration headcount.
- In a small shop, you may be able to eliminate a half person
- In a big shop, you may be able to eliminate two headcount.
Learning the software is shop owner’s responsibility
Great software is very intuitive. It operated the way you think or expect to think.
Some service advisors are doing too much today, and future software will do more and more for the service advisor, but you need to set the options correctly for it all to support your processes.
With good software, you’ll find yourself not calling support that often, especially if you learn the software, and even more if it is very intuitive.
We need a rallying cry to get pay by invoice capabilities for our customers built into our POS. This is what customers are looking for because they are doing this for other services.
From a marketing, customer perception, when you are all digital and you come across as ‘high tech’ from counter to bays. It also puts you ahead of the pack and provides a certain level of differentiation.
Be sure your hardware is new and up to date along with your operating system. Full usage will require a lot of bandwidth and processing power.
Network with other shop owners to understand their pain points and successes.
Use a dual monitor to expand your view of features. A huge productivity booster.
Microsoft ads are saying that if you have a three-year-old computer you are underpowered today.
Find time to re-look at your current SMS and ‘re-set’ it up as if you were just installing it.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

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THA 070: Business Coaches LAB – Leadership

Carm Capriotto: Automotive Aftermarket Professional — Wed, 06 Jun 2018 04:15:00 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Bob is one of 150 wworldwideAMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE. Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He owned and managed several successful automotive repair shops. Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006.Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast HERE. 180Biz Website HERE

During high school and college Murray Voth, owner of Freedom Consulting and Training, learned to service and repair both motorcycles and airplanes while he finished his commercial pilot’s license. After college, Murray’s research skills were honed while doing a community research project; as a result, he was hired by a firm doing research and development in the service station industry. That led him to own and operate service stations for the next 20 years.

Murray has done extensive research into human potential and has the ability to synthesize this material and make it practical to apply. His favorite moment is when a client says, “I get it!” or “I did it!” He is known as an implementation coach. For the last 10 years, he has been the senior trainer, coach, and facilitator for a major automotive training company in Canada, and worked part-time in the USA as his schedule allows. Murray has worked with hundreds of shops and shop owners helping them to be more profitable and reduce their stress levels. Listen to Murray’s episodes HERE. Freedom Consulting Website HERE.

It starts with the owner
Leaders need outside touch points to learn different perspectives
The leader sets the vision for his team and his company. It must be shared.
There need to be people who will be aligned with you and wants to be lead by the proper vision.
Your vision helps to build your culture.
Leaders can only lead if the follows will follow them.
Great leaders provide hope for their followers.
They create a sense of direction and create a sense of competence.
A good leader is so sure of the destination and plan that you can’t help but follow. This binds people to you.
- You need to have the people on your team that understands your ‘play’ plan.
You cannot lead people if you are just trying to make it through the day.
The passion behind the vision is what makes people leaders.
Leaders create crusades.
Leaders have a deep core beliefs on what they are selling (vision) to their team.
Less than 30% of North Americans are engaged in their career.
Too many shop owners will not invest in their team.
Leadership must be intentional. It must be on purpose .
You must develop an actional development plan to be a better leader. You need feedback from a coach or mentor.
Managers talk about what. Leaders talk about why.
You need to attract help by being a better leader. Stop chasing help.
You can learn leadership. Read and take leadership courses and seminars. Study leadership.
The leader develops passion within his team. You have to have passion if you want to instill it.
Do a seven-minute ‘toolbox’ staff meeting.
- They are positive. They are short. They are done every day.
Leaders create other leaders.
Focus on solutions and not about what is wrong.
Change is not a dirty word. Change is the only constant. Improvement can be a better choice of words.
You need to re-invent your business every three years. You cannot be stagnant.
Good leaders always want to embrace the next level.
Change is external, and we cannot control much of change. Transformation is internal.
- We can choose to improve or transform.
Cognitive dissonance. Doing this for 25 years and there can’t be anything better. I haven’t found it yet. This thought process needs to be broken.
“If some can others can. If other can I can. If some can’t it doesn’t mean that I can’t.”
Do you truly believe that your team believes that you have their back? Do you truly believe that your team has your back? They must believe in.
You must have hope before you create your vision. You must believe in yourself.
“If there is hope in the future there is power in the present”. –John Maxwell.
Data and feedback is important. Do a 360 assessment on your team. It is anonymous. It will help you understand where you are as a leader.
Sit your people down and listen for their genuine concerns.
Looking for your passion and your vision? Think back to why you started. You may find the seed of your vision.
Live your life controlling the things you have control over so you can handle the things you don’t.
- You can control your parts margins and customers, etc.
Get perspectives by joining associations, reading, joining peer groups or hire a business coach among others.
You must give yourself permission to fail, stumble and fall. You must forgive yourself for any failures. Failure is a huge part of success. You can never understand success until you have failed.
You must be determined and have consistency of action.
Never break trust with your team.
What are you feeding your head? Listen to the RRR podcasts, read a book.
Education is an investment
Have hope, get help to be a better leader. You must have fun.
A good leader reaches out. A leader inspires their people. A leader informs.
Authors or Books Discussed:
- John Maxwell
- Marcus Buckingham
- Gallop

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 069: Workshop – Service Advisor Roleplay – Part 1

Carm Capriotto, AAP — Wed, 30 May 2018 03:36:00 -0400

Your Learning Curve Never Sounded So Good

The Panel:

After the shop manager challenged her to make a sale, when she had absolutely no technical or sales experience, she sold the job and found that she enjoyed writing service just as much. It allowed Lauren to help people, which is what she wanted to do. After nine months, she was informed that the owners were retiring and selling the building, but through the connections that she made, Lauren found a wonderful home at Los Gatos Auto Service in Campbell, California where she currently writes service, full-time. Listen to Lauren’s previous episodes HERE.

During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.

Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. Barry is a Ziglar Legacy Certified Coach. Listen to Barry’s previous episodes HERE.

Clint now manages one of two shops owned by a shop owner he teched with way back in the day. Coopers Auto Repair Specialists in Tacoma, WA. Listen to Clint’s previous episodes HERE.

Talking Points:

Are you safe.
Look is a four-letter word. –Barry Barrett
Inspect and evaluate
Uber was offered instead of a ride in the tow truck (customer and three children) and was an investment in a future customer or sale. What would you pay to get a new customer?
Once at the counter: Would you share with me who referred you?
Get phone number upfront in the call.

“If you don’t mind” is being Southern Nice to the customer.
She is trying to trust.
Never refer to your style as ‘No Push Sales’.
Your words are valuable to your customer.
The curse of knowledge can get in our way.
Customers only ask for the price because it is the only thing they know to ask.
“It is the most affordable oil change in town” (A future hesitator)
A future hesitator is something you know the customer is going to ask and you offer it up before they ask.
Lauren doesn’t mind giving out prices on ‘basic’ services.
Idea from Clint: Pre-Inspection Service. He will offer it for free IF the customer isn’t amazed by their report and service. He has yet to give one away. This is his answer to a price shopper for a pre-inspection.

Phrases questions: ‘Would you mind?’, ‘Would you be surprised?’
Zip Code analogy on pulling a code from the computer.
To the average consumer, they may not know about the magical box at the parts store could cost $12K. Which provides a place to look but not the exact answer until a trained technician does the diagnosis.

Acknowledge the customer’s research. Do not make them look stupid.
Never talk to a customer about time.
Don’t give a price until you build extreme value.
Barry: Never give a price over the phone if you can help it.
If they ask you three times for a price is the only time to give a testing price.
Get away from price by asking calibrated questions you can get away from price shoppers.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 068: Why Just In Time Learning is Bad For Your Business

Carm Capriotto: Automotive Aftermarket Professional — Wed, 23 May 2018 03:18:50 -0400

Your Learning Curve Never Sounded So Good

The Panel:

Donny Seyfer
Executive Officer of NASTF
Co-Owner of Seyfer Automotive
Donny’s previous episodes HERE.

Chris Chesney
Director of Customer Training
Carquest TechnicalInstitute
NASTF Board Member
Chris’s previous episodes HERE.

Mark Saxonberg
Principal, Saxonberg Consulting Services
NASTF Chairman
He is the founding father of the Road to Great Technicians and a huge proponent of being Service Ready.
Marks’ Previous episodes HERE.

Bill Haas
Haas Performance Training
Business Manager of NACAT
Bill’s previous episodes HERE.

Jeff Peevy, AMAM
President | Automotive Management Institut
Jeff’s previous episodes HERE.

Talking Points:

A very important episode to listen to. The NASTF interview from Vision 2018: ‘The Road to Great Technicians’ Episode 312
Just In Time. Came from the manufacturing
If you are waiting for the car to show up to lean you are in trouble, you can’t expect to make any money when you are learning in the service bay.
It is not fair to the customer if you are learning core competencies.
But you have to learn in the service bay because many of the problems you come across you have never seen before.
Core competencies are critically important.
We need an approach to structured education.
You can interpret Just in time learning is not an excuse for knowing core competencies.
We need a structure for consistent for real education.
Do not use Just In Time learning as an excuse not to have structured education.
Managing your time is critical to profitability. So if core competencies are not ingrained in the tech assigned to the job will affect your profitability.
The concept of triage in assigning work inside the shop considers the competencies of the technician that is assigned a particular job.
As we attempt to keep up with technology we are falling further behind on core skills because we are not spending enough time in class or in labs so we can put that training to practical use in the bays.
A tricky part is teaching technicians where to find specific information and if they have the core skills they can be viewed as a rocket scientist.
The Road To Great Technicians. NASTF is creating a way to determine the competencies in the fundamental skills for the job you’ve hired for.
Just In Time Training can include a YouTube Video on the task you need to do because you learn about a specific task through a Service Support Resource. -Mark Saxonberg
The industry must cue up resources to make it easy for technicians. -Mark Saxonberg. This is an example of what Just In Time Learning should be.
The real opportunity to improve the business process is that the tech knows what they do not know.
To have the knowledge and tool is what being Service Readiness is all about.
A well-run shop with a schedule allows a tech to know what they need to prepare for a vehicle because research could be done by anticipating the challenge.
Much of this problem is because there is a lack of processes in shops.
It can start with the root of onboarding with new techs. There is hardly any onboarding that exists in our industry. Here is your bay have a go at it.
The Service Advisor is a critical component of this issue.
- They need the skill set on who to assign the job to be based on the expectations that were set by the customer. Challenge is to do the job right the first time.
Many Service Advisors are also brought on without a great onboarding process. Many SA’s go through Just In Time training at service counters all across North America.
Estimate: How many shops are service ready for the vehicles they service?
- 10% or lower.
Define Service Reediness: Being prepared to service a vehicle before it shows up in your bay. That may be just 5% of the shops are ready. That demonstrates the power of having the core competencies as a foundation.
The future may have specialists in certain disciplines, such as:
- Data Network Specialists.
- An electrified vehicle specialist
- A 3 Phase AC motor generator specialist
In the Car Quest program the program ‘Virtual Vehicle’ helps the customer understand systems but also helps to enable the Service Advisor learn systems to sell services.
- You don’t need to be a tech to sell service but need to understand the system.
The service advisor needs to know the capabilities of each tech.
A learning culture needs to be in place at every shop.
Your processes must include Service Ready Resources and training, so you can deliver and meet your customers’ expectations.
- Must set the standard of performance for your people.
- Don’t rely on a silver bullet data based to repair vehicles
- Don’t rely on a resource of public opinion to guide them in their diagnostics.
- They should rely on resources with the experience and education through foundation skills with ongoing training.
- A program such as Car Quest’s Virtual Vehicle can support your Service Ready strategy.
- More shops and technicians need to take it to the next level of commitment.
Any professional shop needs to aspire to be Service Ready.
The industry needs a model for technician development to demonstrate core competencies.
Don’t make Just In Time Learning as just an excuse not to go to training because you can get it at your fingertips because you need the details and the knowledge and expertise to know when to apply them.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 067: Your Ideal Customer Part 2 – Training Your Team To Embrace Your Avatar

Carm Capriotto: Automotive Aftermarket Professional — Wed, 16 May 2018 03:30:53 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket

PART 2

The Academy Panel:

Ron Inchausti always had entrepreneurial ideas since childhood but lacked goal setting to implement these ideas. He started his automotive career like most, working for someone else. He never considered, or saw the need, to start his own company. This young, eager mechanic had a special passion fueled by providing quality service with a thoughtful approach to the customers’ needs. Ron recognized that the customer was inconvenienced by a car problem, but he knew he could do more than just fix the car.

He worked his way through several independent shops realizing that in order to fulfill his needs, he would need to work for a dealership. Isn’t this the pinnacle of quality service and customer satisfaction? It took less than 2 years for Ron to realize that the dealership did not share his visions of what the automotive service industry should represent.

In 2005 Ron was approached with the opportunity to take over a failing business. The reasons for failure were clear to Ron, and he knew he could build the service experience customers did not know existed. Ron didn’t see the need for a formal business plan or investors. He started Coast Motor Werk with excess passion for a simple goal. This goal would later ignite him as a serial entrepreneur.

He set his goals on providing the highest level of service to a very niche market. He opened his first shop in 2005 along the coast of Southern California. The odds were against him as he immediately narrowed his geographical footprint, as half of his customers could not reside in the Pacific Ocean. To narrow his customer base even more, he chose to work solely on BMW and MINI’s. Taking it a step further, Ron created what he refers to as his “cardboard cutout”. This “cardboard cutout” philosophy of his revolved around his belief that he did not want to get in to the business of fixing cars, but rather into the business of fixing customers. By narrowing his customer base, he could focus his excellent service on excellent customers. Ron shares, “Anyone can fix cars. That’s why I focus my business on fixing customers’ problems. Auto repair can be inconvenient, but the repair process shouldn’t be.”

It is clear that Ron’s success is due to realizing who your ideal customer is and what their needs are. By modeling his business around this philosophy Coast Motor Werk has met, and exceeded, it’s original goal. To maintain growth, Ron is constantly setting new goals as each milestone is reached. He feels without a well-defined goal to reach, he has nothing to work towards. After his first shop had proven the potential of his business model, a new goal would be set. As he has nearly accomplished this second goal of expanding his brand to 5 locations (currently sitting at 4), Ron is already working on what his next goal will be. Listen to Ron Inchausti’s previous episodes HERE.

Brian Weeks is a third generation shop owner that teamed up with his brother Chris in 1999 and bought the family transmission business that was owned by his father and two uncles. Brian and Chris transformed the business into a full-service automotive business with two locations.

Growing up in the family business allowed him to gain valuable experience at a very young age. At the age of 12, he worked on his first customer’s car for his dad. This experience led to building manual transmissions by the age of 14.

Racing has always been his true passion and was the reason for seeking an engineering degree. Brian graduated in 1996 from Southern Polytechnic State University with a Bachelor’s degree in Mechanical Engineering and Technology. He says that the degree continues to pay dividends as vehicle technology advances at a rapid pace.

Brian and Chris implemented a re-man transmission program in 2004 that allowed them to back away from the bench; building transmissions. This allowed them to concentrate on business growth.

A big move for the business was to re-brand in 2010 from Augusta Transmission Clinic to atc AutoCenter. This allowed Brian and Chris to expand the business to more than just transmissions. Now as a full-service repair center they opened their second location in September 2015.

They spent two years on the Jasper Advisory Council in 2012-2013 and was awarded Jasper Engines Top 100 independent shops the past three years. atc AutoCenter was also honored with the Elite Worldwide Ethics award in 2016. Listen to Brian Week’s previous episodes HERE.

At 15 years old, Patrick started working in an airport, washing planes, and mowing grass to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license.

Patrick attended Purdue University where he studied aeronautical technology. He kept flying, earned his instrument license, and became an instructor. He discovered a passion for teaching.

As fate would have it after graduation, Patrick became a pilot for Trans State Airlines, a regional carrier for United. He was based in Richmond, Virginia. With normal pilot downtime, he continued to tinker with BMW’s.

He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. Cars were lining up in the driveway, so he had to decide to stop or go into business. So in 2011, he dove in head first and started Bimmer Rescue!

Patrick has a real passion for the industry; not just for the day to day, but for the future as well. He teaches STEM classes for teenagers to show them career opportunities in the auto industry, hosts Women’s Car Care Clinics, and even has regular Art Shows in his shop’s gallery to support local artists. Patrick enjoys trying to change auto repair for the better and loves the great opportunities this industry offers! Listen to Patrick McHugh’s previous episodes HERE.

Talking Points:

See Part #1. Academy episode # 56 HERE.
Your team is a customer service workforce that just happens to fix cars.
The Avatar concept can be tough understand and be accepted. It will take time to get this concept across to your team. Do not wavier.
Your team can be a large part of creating your ideal customer. They like working on certain types of customers cars. Their insights can be a big part of your Avatar design.
Brian Weeks did a rebranding of his business and made their Avatar the centerpiece of their new strategy and created a Customer Trust-Building Journey. (See below outline)
Think about the customer, not the car. Too many think about the car and not the customer.
Listen to the customer. Ask the right questions to determine an Avatar match.
The intrinsic trust in a mechanic has been lost over the years. We are not teaching trust to the customer anymore.
Customer asks questions about price and we clam up. But the customer is not asking questions about price. Top service advisors are diverting these questions and move to trust.
A great question to ask a customer: ‘What is really happening here.’
Every team member must fit into your culture. You must have core values that they all can align with including knowing your ideal customer, your avatar. Your customer can sense your culture like they can the wind.
Tell people that you are different. Tell them how awesome you are and the special things you do for them.
You may need to emulate your Avatar in order to really discover more about them.
Live your own life with value and not always about price. Walk the walk and talk the talk. This can show you how your Avatar will buy.
Friendships are built over time and it takes trust to get there.
Avatars can be great advocates of the company and will do your own advertising.
Don’t get discouraged on the engagement with your team. It takes time. You can measure the success via specific KPIs.
The little things matter to your Avatar. Even if the repair was extensive they accept the seat to be in the same position, the radio not changed, the clock set right and no smudges. Put yourself in your customer’s shoes because their life was interrupted because of car maintenance or repair.
Your only as good as the last time the customer walks in the door.
The customer may not appreciate the depth of the repair and you need to explain to the customer exactly what was done to keep their car in safe running condition.
You may have the right avatar with the wrong car or wrong timeline. The car may be at the end of their lifecycle. Advise the customer to start over and purchase another 3-year-old car and keep them coming to your shop. Reasons to move forward with a newer vehicle is safety. Side curtains and other safety features in a newer car.
Get your team to help you create your Avatar instead of pushing it down to them. Pull it up instead of pushing it down.
The Avatar or cardboard cut out works. When you know your customer and your customer knows you, your business will strive. The challenge is it to get your team to embrace and buy in. You’ll need to train your team to total commitment to your defined ideal customer.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 066: Periodic Motor Vehicle Inspections

Carm Capriotto: Automotive Aftermarket Professional — Wed, 09 May 2018 03:26:56 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

This is the only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.

The Panel:

Robert L. Redding Jr., ASA Legislative representative –Bob has represented the Automotive Service Association, from their Capitol Hill office, since 1993. He has received presidential appointments to several Federal Advisory Committees at the United States EPA, DOJ, Department of Labor and the U.S. Department of Transportation. www. Previous episodes with Bob Redding HERE.

Joe Battista, Joseph (Joe) Battista is currently Vice President of Sales and Business Development for Parsons Corporation, a leading provider of program management services in periodic safety and emissions vehicle inspection programs to government jurisdictions throughout North America.

Shop owner Sybren van der Pol
Sybren is an A.S.E. Master L1 Technician and owns Adolf Hoepfl & Son Garage, a 10-bay shop that employs 14 people. He serves on the local ASA Houston chapter Board of Directors.

Talking Points:

The State of Periodic State Safety Inspections. Only 14 states have them running.

In 1975 there were 31 states doing PMVI (Periodic Motor Vehicle Inspections) because of a mandate from the Federal Government for funds.
They’ve been in attack and we now have only 14 states doing some form of inspection.
Many states who got out of PMVI looked at it as a tax break and that inspections were not doing anything for their citizen.
The aftermarket has done a poor job of educating the consumer on the value of safety inspection.
When state PMVI requirements go away your business will be affected.
A four-legged stool. Business/Industry, Government, Politics, Clients.
There has been more defense instead of office to fight the state on elimination of these programs. We need more offense.
Writing letters to your congressman and involving your customer to write to their congressman.
We need help from National Highway Safety Transportation Administration (NHSTA)
A discussion with NHSTA to include the aftermarket in recalls and education to the consumer.
Model year exemptions should not be considered because there are about 8 – 9 % of newer vehicles that Parsons see’s that have safety issues.
Many programs have gone away because they are not defensible because the data is not there, yet NHTSA has the data.
Data should drive the debate, but we do not have good data.
The best way to improve and increase PMVI programs is when everyone is singing off the same sheet of music; Industry, Government, Customer.
Without mandatory program safety inspections from the state, necessary safety repairs will not get done.

www. TakingTheHill.com

ASA – Automotive Service Association Website HERE.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 065: Your SMS Data – Who Controls It?

Carm Capriotto: Automotive Aftermarket Professional — Wed, 02 May 2018 03:30:41 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

This is the only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.

The Panel:

Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD, is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership.

Karim is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE.

Chris Cloutier Is co-owner of Golden Rule Auto Care in Dallas Texas. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE.

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. Bill collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system.Bill has been a big contributor to the podcast and he currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.

Talking Points:

Data is king.
Free is not free. Think about every ‘free’ app or program you use. Your information and data, based on the User License Agreement you signed is being used by the app or vendor provider.
Is the 3rd party you are sharing with selling your data? You must ask?
It is ok to share your data, you just need to know who you are sharing it with, what they are doing with it and if it will ever be sold.
If and when you share your customer database with vendors; what do you want them to do with it and how should you expect them to treat it thereafter?
How carefully are we, in how we treat our customer’s valuable information?
Are you willing to share your business intelligence? What will be the end results of sharing the data? How comfortable are you in sharing your data?
How to look at data:
- Necessary for intelligence
- Needed for communication
- Must be respected by all that have access to it.
The issues moving forward will be how we navigate through all of this. The shop will be under pressure to accommodate manufactures and owners with service data to help maintain the vehicle’s safe status while on the road.
How do we ethically share our Business Intelligence for the benefit of all including ourselves?
Will too many shop owners will sign a contract with vendors granting them access to their entire database without even reading the EULA. (End User License Agreement) When you sign a third-party EULA you must understand what you are signing. You wouldn’t buy a home without a lawyer reading the contract.
Shop owners are generous and helpful people and don’t necessarily think their data may be worth that much. They also seem to not know that they should be protecting their customer’s information, as their customers would expect that.
Not understanding the ramifications of loosely giving access to customer data puts our businesses at risk by possibly helping the competition shut us down.
Facebook made it clear that you are their product.
We must learn how to extract the best value out of our data.
You must have your eyes wide open in the approach to your data. We must raise the level of awareness to what is happening with your data.
We are living in a world of open systems where platforms are talking to each other. However you need to know what you are sharing and what is it being used for and where is is being stored?
You must be able to see the value you get if you share your data points.
Data must be differentiated. Is it customer data, financial, business intelligence, parts, VIN, etc.
Do we need to get a EULA from our customer?

A recent article in Motor Age (April 2018) titled, ” CONCERNS RAISED ABOUT THIRD-PARTY VENDORS SHARING SHOP DATA ON CUSTOMERS”, on this subject HERE.

Document created by ASA. “Data Security Policy Agreement/Addendum” HERE.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 064: Workplace Organization the 5S Method

Carm Capriotto: Automotive Aftermarket Professional — Wed, 25 Apr 2018 03:26:36 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

This is the only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.

The Panel:

Pat Brown received her MBA from Bowling Green State University and her BA in Marketing from the University of Findlay. She worked as VP Global Branding & Communications, Cooper Tire & Rubber Company. She also was the VP Marketing Dealer, at Strategic Planning, Inc. She is now retired.

Pat also served on the Tire Industry Association—Board of Directors, the Benton Ridge Telephone Company –Board of Directors, the Liberty Benton—Board of Education and the Hancock County Board of Education.

Ryan Goff a resident of Caldwell, Idaho, grew up in the family tire and automotive repair business, Rogers Tire Pros. Ryan attended Boise State University while still working in the family business. He helped to grow and expand the business to two locations. Ryan served on the Tire Pros Western, National Council, and is currently serving on the Tire Pros technology advisory council. His wife Andrea, son Cash and daughter Presley are his world. In his free time, he enjoys working out doing Cross Fit and enjoying sunny days on the lake. He is a lover of Boise State football and spending time with his family on their boat.

Brad Goff is from Rogers Tire Pros located in Caldwell Idaho. His father started the company in 1978 as mostly a front-end and alignment specialty shop. Brad grew up working in the business from the time he was little and by the age of 12 was changing tires and doing many tasks in the shop and learning as he went along. In 1990, Brad joined the business full time. In 2005 expansion plans started and they opened their Caldwell location at almost 15,000 square feet in 2008 and expanded again in 2018, opening their second location in the fall of 2018 located in Meridian, Idaho.

Keith Tucker is a 2nd Generation Independent tire dealer. He started changing tires on a 20/20 Coats part-time on summer breaks at 15 yrs old. Keith attended college at DSCC.

He worked with his Dad, Jere Tucker and his brother in the family tire business. During that time was certified in alignment and suspension. On September 1, 1991, Keith partnered with his Dad and his brother Jeff in a 2-bay retail tire & service location named Triple T Tire & Alignment.

With their new adventure, Keith did everything from tire changer, lube tech, alignment tech, service truck, brake tech, customer service and many more.

Triple T Tire sold all major and some minor brand tires. In 1995, they relocated to 8 bay shop, with new equipment and designed for efficiency. In 2002 and 2004, the family acquired additional locations through acquisition.

In 2004, they merged the 3 Dyersburg locations into 2. Today the family owns 3 locations in West TN, and 2 in Dyersburg and 1 in Paris, TN. Both markets are farm and rural markets.

As the business evolved Keith has seen extreme changes in the industry. The management team is working to spend more time working ON the business rather than IN the business.

Talking Points:

5 S origin (sometimes referred to as Kaizen, continuous improvement)
- Japenese factories were all about continuous improvement.
- Experiencing unprecedented efficiency, safety, growth.
- 5S is credited with helping Japanese factories eclipse American Industrial success.
- Adopted by US Manufacturers with the same dramatic gains.
5 S Overview
- Sort
  - Tidiness – throw away rubbish and unrelated materials.
- Set in Order
  - Orderliness – Set things in proper place for quick retrieval and storage.
  - Remove the ‘hunt for’ tools and equipment, stapler, etc.
- Shine
  - Cleanliness – Clean the workplace. Everyone should be a janitor.
  - If you have time to lean you have time to clean.
- Standardize
  - Standardization – Standardize the way of maintaining cleanliness
  - Assign janitorial duties.
- Sustain
  - Discipline – make it a way of life. This means commitment.
  - This can be the most difficult and everyone has to be committed.
  - Reinforcement constantly.
Typical 5 S Benefits
- Decreases
  - Injuries
  - Defects – comebacks
  - Unproductive downtime
  - Underutilized techs
  - Training/orientation time
  - Tools/inventory searches
  - Inefficient work routines
  - Underutilized floor space
- Increases
  - Safety and morale
  - Quality
  - Extended equipment life
It’s all about getting rid of waste
- People
  - Time most precious asset
  - Waiting waste and motion waste
- Process
  - Efficiency – reduce steps by process mapping
  - Result of neglect, inefficient scheduling, indifference (we’ve always done it that way”
- Information
  - Too much clutter?
  - Only save what you need
- Assets
  - What is not necessary?
  - Get rid of it
- Ideas:
  - Quick Cart. Oil Change/Batteries/Inspections. A general service cart- discussed in the interview. Time saver. Every item is labeled and in a highlighted place in or on the car.
- Where in the business:
  - The shop and the back office can benefit from this discipline.
- Team buy-in.
  - Potential to get a few more cars completed per day because your systems/processes are lean and ‘well oiled’.
  - Make the 5S’s part of your meetings and huddles. Always be striving and rewarding for efficiency.
  - 5S/Lean needs to be a part of your culture.
  - Efficient techs do not want clutter.
Implementation tool is ‘Process Mapping’
- Pat tells about her coffee example when she found 15 seconds of time savings.
- Involve team and look at every step in a process.
Implementing a digital process in the shop such as vehicle inspections is a form of 5S.
Stop and look deep. Just because it has been like this for years doesn’t mean it is right for today’s business environment.
Working on the business is the most difficult task to do.
Don’t get into the trap to do it yourself. This is the best excuse not to have to train someone.
We run around every day being inefficient.
Think of the spaghetti diagram as to the wasted steps in your shop.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 063: Making Business Partnerships Work

Carm Capriotto: Automotive Aftermarket Professional — Wed, 18 Apr 2018 03:33:05 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

The Academy Panel:

Anthony Lucido – Co-Owner CoAuto
Anthony Lucido started working in the service station business in 1995. He has been tinkering with cars since the ripe age of 12 years old. The first car he ever drove was an older Subaru he tuned up for his dads’ friend, after the repair he drove up and down the long driveway (official test drive)

Anthony was an intern at the Porsche Service Training facility his senior year in high school where he was taught many valuable lessons that have stayed with him to this day.

Anthony is an ASE Master Certified Technician, Advanced Level Specialist, Service Consultant, Undercar Specialist, Maintenance & Light Repair Technician–He currently holds 15 ASE certifications and 3 advanced level certifications. He and his brother Vinnie went into business and opened CoAuto in 2014 and become a student of the automotive business.

In 2017 Anthony received his Integrative Nutrition Degree for Health coaching as he was planning on going into another field after building this business, but after attending Vision in 2018 Anthony has a renewed passion for the automotive industry. Anthony is married with 2 boys and a beautiful wife.

Vincent Lucido – Co-Owner CoAuto
Vinnie Lucido has had his hands in the automotive industry since 1996, starting in High school as a CSR at one of the last 76 Full-Service Gas stations in Reno. He found a passion for helping people through their most prized possessions, their automobile. Vinnie and his brother Anthony partnered together & opened CoAuto in 2014 and have been nothing but success in their new undertaking. Vinnie is ASE certified and has operated in every capacity of the automotive repair field. Throughout his career, he has been a customer service representative, a service writer, a technician, a manager and now an owner. Ultimately, he finds he is happiest when he is in communication with his clients and gets the opportunity to get to know his guests. Vinnie spends his time building relationships and networking and in turn, the shop continues to grow.

Vinnie an avid outdoorsman and enjoys all the Tahoe area offers. In his spare time, you will find him in the rivers, whitewater kayaking, rafting, and paddle boarding. In the mountains, snowboarding, timbersledding, and mountain biking. In the desert, dirt biking, rock climbing, and hiking. In the lakes, kiteboarding, wakeboarding and swimming. In the city, one-wheeling, biking, and hanging out. Vinnie also lives a yogic lifestyle and teaches the art of Budokon. Budokon like a triathlete has 3 disciplines which are martial arts, yoga and calisthenics. He is passionate about health and wellness. He and his beautiful wife Dawn are in the works of opening a yoga retreat in Belize where he plans to retire and enjoy all the Caribbean has to offer.

Jeremy Austrum Owner, CEO, Next Generation Auto, ASE Certified Master Technician

Jeremy Austrum was raised on his family’s farm in Hammond, WI. He graduated from River Falls High School in 1994, and then attended Dakota County Technical College, where he finished the Automotive Technician Program two years later. Jeremy has been an ASE Master Technician since 1996. He continues to complete additional training courses each year to stay up-to-date with the ever-changing automotive industry.

Jeremy was employed at Goodyear in Eagan, MN from 1994 until spring of 2011, when he and Shawn started Next Generation Auto. He and his wife, Jessica, (with the help of friends and family) built the house they live in near the Austrum family farm. In 2010, they had their first daughter, Daisy, and Lulu LeeMarie was born May 30, 2012. The family is completed by their dog, Miller. Jeremy thanks his mother for teaching him to be hardworking and honest.

Shawn Kline Owner, CFO, Next Generation Auto, Advanced Level ASE Certified Master Technician

Shawn first started learning about the automotive industry in 2003. While in high school, Shawn began working at a local Ford dealership, learning much of the basics about cars and light trucks. He went on to work at a local Goodyear with his brother, where he met Jeremy Austrum. Jeremy soon became Shawn’s mentor, and someone to look up to as he started his career.

After graduating from high school, Shawn attended Dakota County Technical College, where he took the two-year automotive program. At DCTC, he was chosen to compete in the Minnesota Automotive Skills competition. Shawn placed fourth in the state out of over 100 participants.

Shawn continued working at Goodyear for a few years, and then decided to join the Army. He served in the Army Infantry, and after he was honorably discharged, he returned back to Goodyear. He took his ASE (Automotive Service Excellence) tests to become Master Certified in all eight categories, and also earned his advanced level certificate. To this day, Shawn continues ongoing training to stay on top of the latest in automotive technology.

After eight years with Goodyear, he and Jeremy opened Next Generation Auto in Baldwin, WI. He and his wife, Daphne, along with their two daughters and two Australian Shepherds, live in Baldwin, and love being part of the community. Shawn is even part of the Baldwin Fire Department.

Talking Points:

Advantages and disadvantages of having a partner.
Understand the role of each partner, respect the role that your partner.
Qualities of a partnership: Communication, Trust, Honesty, Core Values, Vision, know your roles find a 50/50 relationship.
Know your communication type. Take a DISC test. Make sure your personalities mesh.
Have an owner meeting weekly.
Business coach has improved the partnership.
Challenges:
- Are you each putting in the same hours?
- Do each other understand personal commitment?
- There is a balance of working in the business vs. working on the business. There are two distinct differences.
Buy-sell agreements are necessary so the surviving partner does not have to deal with the family of the deceased partner. Life insurance will help fund the agreement.

Facebook | Twitter | Linked In | Email

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 062: Come Backs – Prevention, Reputation and the Cost

Carm Capriotto: Automotive Aftermarket Professional — Wed, 11 Apr 2018 03:18:20 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

The Academy Panel:

It’s often said that if you choose a job you love you will never have to work a day in your life. Joe Marconi can say that with sincerity, Joe owns multi-branch operation Osceola Garage in Baldwin Place and Croton Falls, NY. His dream after graduating high school was to someday open up his own automotive repair business and that dream became a reality on October 1, 1980.

Joe was born and raised in the Bronx; he relocated to Putnam County, NY and founded his company on the culture and philosophy that he was taught growing up: Treat people with respect, take care of your customers as family and always go the extra mile. These principles quickly became the secret to Joe’s continued success.

Joe is also a part-time business coach and trainer for Elite Worldwide and co-founder of autoshopowner.com. Listen to Joe’s previous episodes HERE.

In January of 2017, John Long purchased an interest in Total True Automotive dba Schertz Auto Service, Schertz, TX, for which he worked since July of 2005.

In his late teens, John started to gain more interest in vehicles and just after his 21^st birthday he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could.

Gary Keyes is the owner of E & M Motors Auto Service in Stuart, Florida. Gary started as a tech, right out of high school back in the service station days in Miami. He also worked in a Toyota dealership for 10 years and decided he was smart enough to open a shop himself. He says he is still learning.

Through the value of networking, as a member of ASA, he found and purchased E & M motors. Networking with peers, he says, is one of the most powerful benefits of association membership.

Gary is also a trustee of AMi and earned his AMAM (Accredited Master Automotive Manager) certification. Gary is also an ASE Certified Master Technician Since 1978. Listen to Gary’s previous episodes HERE.

Talking Points:

To improve the end product and to reduce comebacks, you must build quality into the repair process. Quality control checklists at the end of the repair can only do so much.
Quality, not quota, is the strategy you need to adopt to reduce comebacks.
You have to Slow Down in order to Speed Up.
- You need the ability to throw down the STOP card
Comeback prevention starts at the front door.
It is all about communication. Writing enough information to the technician will make for a better diagnosis.
- You cannot accept a work order that says ‘Check Engine Light’, or ‘Dead Battery’.
Instead of Quota (production), it needs to be Quality. You need a culture of caring and quality that will go a long way to manage comebacks.
You should always be looking to improve. Your processes will drive a well-managed quality program.
You must log every comeback and discover if it was communication, process, part quality or training, among other come back reasons.
- Must log where the part was purchase and brand. You need to be able to spot trends.
- What were the costs up to and including a rental car etc. See below link for a comeback cost analysis download.
If failure rates are too high on a product line, this group would change parts brands. But they would let the supplier know that they were having a problem.
Quality of parts today is in question and you need to pay attention to comebacks so your costs and reputation are managed.
Top failures that can lead to comebacks in order of the experience of the panel.
- Communication. 50%
- Part Failures. 40%
- Technician Errors. 10%.
  - They take their jobs seriously and do not ever want a comeback.
Do the math on comebacks. See the cost report (link below) that shows an example of the cost of a steering rack comeback.
In the eyes of the customer, no matter what type or kind, even if a missed oil change sticker, shows a breakdown in the process. The customer may think what else did they miss?
You need to follow up with each customer on each job. Probe the customer and understand the post-transaction. So important for first-time customers because their anxiety level is high. This helps to ease it when you call back 48 – 72 hours after the repair.
Your overall reputation of quality, honesty and integrity can lessen the blow of comebacks.
A bad review or experience can snowball and get out of control if you don’t manage.
A good Quality Control process after the repair is important to tighten up the quality of the repair process. Many times the person who does it should not be the tech who worked on the car.
To repeat the right behavior, give the tech a high five and praising when there is a perfect QC done on the vehicle. This will reinforce the type of behaviors you are looking for.
Spend a lot of time on internal procedures and processes so that post repair quality control is nearly perfect every time. Follow the procedures 100% of the time. No exceptions.
Vince Lombardi Quote: “Perfection is not attainable, but if you chase perfection we can catch excellence.”
It starts from the top and the culture you determine for your company. Every team member is a key component to the success of the company.
Put the emphasis on quality not quota. Success is in the details.
Your quality will be determined on how you lead others. People will want to be praised and be included in how the company functions.

Referenced in the episode:

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 061: Know Your Daily Sales Break Even Number

Carm Capriotto: Automotive Aftermarket Professional — Wed, 04 Apr 2018 03:19:30 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

The Academy Panel:

John L. Francis has over 50 years of industry experience and has owned and operated Francis Automotive Services Inc. in West Chester, PA, for more than 35 years. John’s most important business philosophy as a shop owner is to “be honest, speak from your heart, and always be authentic”, so it’s no mystery why he’s been so successful.

John is a past National Chairman of the Automotive Management Institute. He has served as the Chairman of ASA CARS. John also served on the ASE Board of Directors for 8 years and served as an AMi trustee for many years as well. He’s been featured in AutoInc magazine and is a two-time runner up for NAPA Tech of the Year. John is a recipient of the AMi Alpha Award. Not only is John an extraordinary business professional, but his commitment to the industry and his peers is second to none. Listen to John’s previous episodes HERE.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He owned and managed several successful automotive repair shops. Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006.Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast HERE.

John Cooper is a partner at ECP Auto Repair & Service in Cuyahoga Falls , OH. Before becoming a business owner John worked in manufacturing for 23 Years. That is where he met his future business partner, Nate Winston in 2008.

Talking Points:

Knowing your break-even point — the point at which total cost and total revenue are equal is important to running a business. It is not just good enough to reach your daily break even, you must exceed it if you are to stay in business.
Knowing the break-even point is helpful in deciding gross margin on parts, labor rates, setting sales budgets and preparing a business plan. If you do not reach your daily break-even then there is a great chance that you had a loss of profit for the day.
Find the worksheet calculator for break-even, a promised in the episode, at the end of the talking points.
Critical to know you’re breakeven so you know if you’re digging a hole.
Include monthly loan payments in expenses to have the cash flow to pay them.
Calculate your break even at least every six months, quarterly preferred.
Watch for expense creep. You must pay attention to your expenses closely.
1. Health insurance.
2. Fuel costs.
3. Energy costs.
4. Waste/Recycling costs.
5. Subscriptions and fees.
6. Shop supplies, gloves, eye protection.
7. Phone and internet invoices.
8. To name a few.
Gross Margin Creep and accuracy.
1. Costs of oil and staples. Review supplier invoices and be sure that you are making the right margin.
2. Inventory on the shelf, is your computer cost reflected properly?
3. Credits for cores, alleged defective, new returns.
Know your break-even number but don’t focus on it. Don’t focus on surviving, focus on thriving. Calculate a growth number and focus on that.
We are activity driven and feel that fixing more cars per day will raise your sales and margin.
John Cooper valued his business coach, John Francis in showing him the light for break even and to create a sales goal that included a strong profit.
Components of a Break-Even Calculator
1. YTD Gross Profit Percentage
2. Average Monthly Expenses
3. Monthly Depreciation
4. Monthly Principle Payment (loans)
5. Days Open Per Month
Power of gross profit in break-even number. Run the calculator and see the impact margin makes to your break-even. The higher your Gross Margin the lower your Break Even will be.
Gross Margin management is important. Be sure your costs are correct in your SMS and your margin on labor has been reviewed quarterly or at least twice a year.
You must normalize your expenses and be sure there are only expenses directly for the business in your P & L.
Expense creep. You must watch your expenses if not they will grow. Carefully review all expense invoices before they are paid.
Be careful if you are installing an engine that will carry lower margins. You will make your sales nut but may not hit your gross margin goal. Those anomalies happen. Be aware. This demonstrates that break-even is not an exact science.
Billed hours per day is a strong indicator.
1. What are your potential billed hours per tech?
2. Your labor inventory.
Goal setting must include stretching your number. Incredible growth happens when you intelligently stretch beyond the norm. You may have to include more people to accomplish this and keep watch on when that new hire many need to happen.
1. You need to have the people to reach your stretch goal.
2. A good idea to plan out three years ahead.
Michelangelo said: “The danger in setting goals is not setting them to high and missing them; it is setting them too low and hitting them. “
1. It must be your goal, not your coaches, and it must be a stretch.
John Francis: If you are hitting your goals 60% of the time you are doing good in having set stretch goals.

Download The Break Even Calculator Spread Sheet offered by John Francis Here.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 060: How To Get Value From Recorded Service Calls

Carm Capriotto: Automotive Aftermarket Professional — Wed, 28 Mar 2018 03:51:15 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

The Academy Panel:

Rena Rennebohm service advisor coach and the Chief Training Officer of ACT Group. When not gardening or cooking Rena is working her chosen trade, Coaching Service Advisors across the country.

Lauren Giver started in the industry in July 2016 when she went to work for the repair shop that had been maintaining her vehicle for two years. She was hired as the Office Manager, but a big part of her job was talking to customers on the phone and at the counter. Lauren quickly found that this was the favorite part of her job, and truly why she wanted to work there in the first place. She had never received that level of customer service or felt valued as a customer at any other repair shop and she was excited to provide that experience from the other side of the counter. After the shop manager challenged her to make a sale, when she had absolutely no technical or sales experience, she sold the job and found that she enjoyed writing service just as much. It allowed Lauren to help people, which is what she wanted to do. After nine months, she was informed that the owners were retiring and selling the building, but through the connections that she made, Lauren found a wonderful home at Los Gatos Auto Service in Campbell, California where she currently writes service, full-time. Listen to Lauren’s previous episodes HERE.

Talking Points:

We do not like hearing ourselves on a recording. That is human nature.
A great way to instill a proper greeting is to have a smile ‘on’. It reflects in your voice.
- If you have a standard script, this ensures that your consistent phone techniques are solid.
- Because you are paying attention to the proper phone technique it is a big accountability factor.
Listening to other people’s call is easier than listening to your own.
Sometimes you need to listen to a bad call, but there is always a silver lining; a learning opportunity.
Service advisers need quality training and the recorded phone call is a key to that training.
If your shop does not record calls, an option to find out your strengths and opportunities is to have your shop ‘secret shopped’.
Learn to speak to a customer at their pace and level of understanding.
Save good calls and go over what a good call sounds like.
- When you find one that works play it over and share it with your team. You will grow your business.
Every service writer needs to find and develop their own style.
Recorded calls and coaching helps to convert and opens the learning to be a better communicator.
You’ll discover misunderstandings and you’ll learn from them and may make changes to your policies.
If more than one service adviser, consider a team listen, but do not create any vulnerable moments. Make it balanced and fair for teach service adviser.
Find a recorder that does outgoing and incoming calls. It is important to cover both. Some shops use two recorders.
- Some marketing companies offer call recording with tracking that also supports conversion rates.
Call recording will teach every owner that they have no role on the counter.
Call recording puts the bow on your service advisor training.
Lead to conversion at an average shop is 30%. So this tool will work to improve that.
- Find all the positives in every recorded call.
Learn the Socratic question method. Basically, ask more questions.
You learn how to be your better self.
Don’t make assumptions. If you record you now have proof.
- You cannot correct a service advisor by hearing only one side of the call.
Barry Barrett: 70% of the time when you give a price over the phone you are inadvertently lying to the customer. 80% of the time it is more expensive.
Lauren Giver says the recorded call is her most important improvement tool.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 059: Critical Daily Actions That Matter

Carm Capriotto: Automotive Aftermarket Professional — Wed, 21 Mar 2018 03:30:43 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas,

perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

The Academy Panel:

Mark Goldsmith found his passion for cars in 1971 when his first job was at an independent shop. He took all of the ASE required tests and earned his Master Technician Certification.

In 1988 Mark opened Mark’s Independent Service in Chatsworth, CA. Mark’s Independent Service works exclusively on Volvo, Lexus and Toyota vehicles. Mark and his team have always focused on fair values that put the customer first. He’s worked hard to create the type of auto repair company that has built trust with his customers and like to be known as a dealership alternative! He is an ASCCA member and he loves it when his customers say his shop is better than the dealer. Previous episodes HERE.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He owned and managed several successful automotive repair shops. Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006.Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast HERE.

Talking points:

Bambi Crozier Routine:

5^th of the Month: Review P&L & Income Planning, Review & Pay A/P, Review & Collect A/R
20^th of the Month: Review Goals and Plans to Achieve them for next month
Monday – Manage the business
- Second Monday – Employee Reviews
- Weekly Review Stats (ARO, GP, CC, Billed Hours, Sold, Efficiency)
- Review Daily Recap Results from Mary
- Review Bank Deposits
- Spot Check Tech Inspections, QC Inspections, RO Profitability, Declined Work
Tuesday – Product / Growth
- First Tuesday Review Training Plan & Employee Progress
- Second Tuesday – Review Equipment Needs and ROI
- Third Tuesday – Review Processes, Policies, Procedures
- 9am Writer Meeting (Results, Profit, RO, Workflow, Employee Feedback)
  - Emailed Daily Morning Battle Plan from Jayson to Bambi
- Review Daily Recap Results from Mary
- Review Bank Deposits
- Spot Check Tech Inspections, QC Inspections, RO Profitability, Declined Work
Wednesday – Marketing / Communication
- First Wednesday: Review Referral Program & Announce Winner
- Second Wednesday: Review Marketing Calendar
- Weekly Thank You Cards for last week clients
- Review Daily Recap Results from Mary
- Review Bank Deposits
- Spot Check Tech Inspections, QC Inspections, RO Profitability, Declined Work
Thursday – Partnerships
- First Thursday – Review OSHA Items / Safety Plan Meeting Notes
- Second Thursday – Review Legal Requirements / Needs
- Review Daily Recap Results from Mary
- Review Bank Deposits
- Spot Check Tech Inspections, QC Inspections, RO Profitability, Declined Work
Friday – Culture / Recruitment
- Second Friday – Review Incentive Plan
- Third Friday – Review Pour in Training for Inner Circle
- Set Weekly Battle Plan for next week
- Review Recruiting actions and next steps
- Review Daily Recap Results from Mary
- Review Bank Deposits
- Spot Check Tech Inspections, QC Inspections, RO Profitability, Declined Work

Mark Goldsmith

Communicate with staff before work starts.
Review appointments with the service writer.
Perform repair order audit from the previous day.
Review inspections that are complete.
Help my team when they have a technical problem.
Go over the bills with the bookkeeper (JoAnn My wife).
Check online reviews. I have Colleen respond to them she is much better than me.
Go over future appointments.
Prepare for the weekly meeting.

Rick White

Grow & protect your brand.
- Are you living your culture?
- Inspect what you expect.
  - Customer experience.
  - Quality of work.
Generate awareness of your business.
- What are you doing every day to stand up, stand out, and make a difference?
- Mailings & “do it for you” programs aren’t as effective.
Grow your people.
- Daily & Weekly meetings.
- Coach & feedback to get better.
PACE
- You set the
  - Purpose & Passion of the shop
  - Activity & Attitude
  - Commitment & Caring
  - Energy & Expectation
Bookending your day as a tool and setting yourself right at the beginning of the day.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 058: How to Become the Employer of Choice

Carm Capriotto: Automotive Aftermarket Professional — Wed, 14 Mar 2018 03:30:19 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas,

perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

The Academy Panel:

Ryan Clo is a nineteen-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth.

Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE.

During Barry’s career as a Service Manager and top sales person, he honed his talents in communicating with people.

Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. Barry is a Ziglar Legacy Certified Coach. Listen to Barry’s previous episodes HERE.

Talking points:

How to become an employer of choice.
- Less turn-over
- Many shops that have the best or lowest price don’t necessarily have the best people.
- Create and perpetuate a strong business culture and live your core values.
  - If trust is a core value, then tell a story about how it works in your company to every new
  - It is not an overnight happening. It takes time. Listen to episodes on business culture HERE.
- Create a family atmosphere where you people come first. Take care of your people, they will take care of your customers.
- Your reputation as a top place to works travels from the inside out.
Recommended book:
- Traction: Get a Grip on Your Business by Gino Wickman
How to get A players to beat a path to your door:
- “A” players want to work with other “A” players.
Our industry needs more help with HR.
- Better interviewing skills.
- Vetting candidates.
- Assessments.
- Orientation.
The right people want a career path.
As a shop owner, think of your job in the industry as an incubator to grow technicians, service advisors and the next group of shop owners.
- Keep in mind your shop could be a ladder in the career of your people.
Your people need to have quarterly goals and you need to help them reach them. What do your people aspire to do within the business and in their personal life? You need to develop your people and give them a roadmap. Look out for their future.
Your people want to feel safe, understood, accepted and secure in their role and in your culture. Treat your people like owners and family.
The pay package is part and parcel to the package. Time off, health care, retirement, room for growth. Organizing events with the team like paintball, lasertron, bowling. Family events, picnics, amusement parks. What are your intangibles; flexibility in work schedule.
You need to pay your people well, but you may not pay more than others. Your entire pay, benefits and culture package will attract great talent.
Create a vision so your new hire can see how they fit.
The only thing worse than having no sight is having no vision. Helen Keller
Most men live a life of quiet desperation and they die with a dream in their heart. Henry David Thoreau
Always identify what is important to a new team member.
A smaller shop may not have the budget to hire an A tech from a dealership. They’ve got to have the money to afford the right pay and benefit program.
You must listen to your candidate and truly hear what they are saying. Be a good listener.
Grow a great reputation.
- Customer reviews
- Constant recruiting.
- Give tours to customer and potential recruits.
- The network talks.
- Do what you say. Follow through. Listen. Your word means more than you think.
- Integrity and trust.
An onboarding process sets the stage.
- Barry uses a dream planner and at the end of the 3^rd month he reviews it with his new hire.
- The quarterly review is all about the team member.
- Some millennials want more reviews than quarterly.
Workplace environment is more important than you may know.
- Windows, Lighting, HVAC, Locker-room, lunch room, training room, good equipment, dual monitors to make information flow easier.
Apprentice programs will show the industry that you care about growing your own and show career paths to young people.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 057: Your Profit & Loss Statement. Learn it. Love it.

Carm Capriotto: Automotive Aftermarket Professional — Wed, 07 Mar 2018 04:37:31 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

The Academy Panel:

Their 4 bays, 4 techs, and one service advisor shop is successful because as husband and wife Maryanne and Tony work at their roles and have abundant trust in each other.

Maryann is also a member of Women in Auto Care and owns smallbizvantage.com. Hear Maryann in her previous episodes HERE.

Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre Ltd has over 40 years’ experience working with Independent shops developing their business to maximize business net income.

Bob writes management articles for ASA’s magazine Auto Inc as well has developed live business management classes for ASA. He writes monthly management articles for Motor Age magazine in the USA and writes semi-monthly shop management articles for CARS Magazine. Bob’s previous episodes are HERE.

Mark Roberts is the owner of Schertz Auto Service in Schertz, TX. Mark is also the former owner of Auto Collision Works. Mark has been involved in the Automotive Industry for over 30 years and has served various positions within the auto repair industry. Mark came to the Collision Repair Industry from the computer mainframe industry and started out as a technician performing collision repairs on autos and trucks. During these early years, he began attending Inter-Industry Conference’s on Auto Collision Repair (I-CAR) classes in the evening to further his knowledge and skills. Given his extensive electronics experience in the computer industry, he began teaching automotive electronics through I-CAR to other technicians in the industry. During this time he discovered a need for specialists that had a better understanding of electronics related to the collision repair industry. Listen to Mark’s previous episodes HERE.

Talking Points:

The Profit and Lost Statement is made up of Sales, Cost of Goods and Expenses. At the bottom is your Net Income.
The report is easy to navigate once you understand it and appreciate the information it contains and what you can do with the report.
Your emotions will try to override the numbers. But the numbers tell the real story.
Besides your P & L the Cash Flow Statement is as important. (Where does the money go)
- Learn and understand the importance of cash flow.
If you have a good accounting system and you, for example, use Quick Books, you don’t need to wait for your accountant to produce and send you a P & L. You can complete your month and print the report.
A comparative P & L report with budgeting and comparing to previous year is invaluable.
Bob Greenwood believes that productivity, your billed hours, is most important.
- Are your billed hours improving?
Accounts Receivable should never exceed 20% of your average monthly sales.
- Typically, the only charge account should be a fleet or government client.
- If you hold a lot of charge accounts your cash is tied up in it.
Take advantage of your supplier’s 2% cash discount when you pay on-time. That number goes directly to your bottom line.
Keep a clean P & L. Pure. Accurate. Healthy. On-Time and Clean.
A profitable. Strong Bottom line company can earn a great multiple from a potential buyer. The word multiple is the goodwill someone is willing to pay as a factor (multiple) of your net profit.
Your emotions will not get your business sold. It is always about the numbers.
Your role in the business also impacts your ability to sell the business. If you are the business you may not get what you expect, because you will leave and could impact the top line of the company.
When Bob Greenwood looks at a shops P & L he starts at the bottom (net income/loss) first and work his way up through the expenses and then Cost of Good (Margin) and finally sales. He also reviews the Balance Sheet.
On the Balance Sheet he wants to see the Net Worth of the business.
- The Net Worth is your total net profit you made after tax and dividends for the entire life of your company. He will look at the growth rate of net worth.
Mark Roberts looks at his P & L weekly. If it is strong he knows the business is running strong.
- It is your responsibility to manage the numbers.
Great Idea from Bob Greenwood. Save the mail for the week. Have your team open up the mail and look at the expenses that must be paid. An eyeopener for your team.
Raises comes from net profit. We invest for growth.
Don’t get discouraged get encouraged, learn what you need. Easier than ever to learn. Ask another shop owner.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 056: Your Ideal Customer – Defining Your Avatar

Carm Capriotto: Automotive Aftermarket Professional — Wed, 28 Feb 2018 04:15:53 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

In Part One we discussed Controls, Operations and Accounting/Finance. Listen HERE.

The Academy Panel:

Ron Inchausti always had entrepreneurial ideas since childhood, but lacked goal setting to implement these ideas. He started his automotive career like most, working for someone else. He never considered, or saw the need, to start his own company. This young, eager mechanic had a special passion fueled by providing quality service with a thoughtful approach to the customers’ needs. Ron recognized that the customer was inconvenienced by a car problem, but he knew he could do more than just fix the car.

Brian and Chris implemented a re-man transmission program in 2004 that allowed them to back away from the bench; building transmissions. This allowed them to concentrate on business growth.

Patrick McHugh always tinkered with ‘stuff’. His dad bought an ’85 BMW. They learned all about that car together. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the CAR.

At 15 years old he started working in an airport, doing odd jobs, to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license

Patrick attended Purdue University where he studied aeronautical technology. He kept flying and earned his instrument license and became an instructor. He loves to teach.

As fate would have it, he became a pilot upon college graduation from Trans State Airlines a regional carrier for United. He was based in Richmond Virginia. With normal pilot downtime, he continued to tinker with BMW’s.

He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. There were too many cars in the driveway, so he had to decide to stop or go into business.

Bimmer Rescue was created in 2008 in Richmond Virginia and generates a big portion of its business through referrals. They earn their business through their professional service and attention given to each customer.

Patrick’s goal is to develop a relationship with BMW, Mini, Audi, and Volkswagen owners that allows them to get the maximum amount of value from their vehicle rather than buying a new one. Listen to Patrick McHugh’s previous episodes HERE.

Talking Points:

Your Avatar or your cardboard cut-out is your ideal customer. It is you defining the very best customers and then focusing on them.
- They trust you and are advocates for you.
- Least likely to stray.
- Most likely to recommend.
It takes time to cement the logic of your Ideal Customer.
Ron Inchausti makes a connection to his Avatar with food.
- When he genuinely has a conversation with this Avatar he loves to talk food.
- When you have a conversation that is not about the vehicle your relationship goes beyond repair/maintenance.
To start to find your ideal customer you may have to discover who you do not want to serve.
- When you are creating a brand and a brand story not everyone will connect.
Patrick McHugh discovered his Avatar by starting to plot his customers on the map. It allowed him to find a pocket of customer that was 20 miles from his location. He discovered they worked in a business park next to his shop. That was an important profile. It is not where they lived but where they worked.
Process to find your ideal customer.
- Look over your records discover the who, what, why and how.
- You will not alienate your customer. You are looking for the most market share you can get. You are looking for the peak of the bell curve and people who are suited for your business.
- You need to eliminate your non-customers like; the ones who are dealer only, the techies who are DIYers and know every P-code.
- When you involve your team, it improves your morale and company culture.
- Who are you passionate about serving?
Everything you do from branding, marketing, culture is designed around targeting your ideal customer.
Looking for your ideal customer opens your eyes in ways you never thought possible.
Multi-shop owner: you may have slightly different ideal customers by location depending on the affluence in the market. At their core, they are the same people, but their affluence may change.
Patrick McHugh realized that there are different Avatars with a BMW owner vs a Mini Cooper client.
Don’t design your Avatar around you. It is about your customer. You will attract who you are if you do not have an ideal customer defined.
Your best customer will think of you as their ‘mechanic’, their ‘trusted guy’.
Brian Weeks calls is ideal customer profile P4
- Profitable – This relationship affords you to be profitable.
- Point others to us – Word of Mouth.
- Praise us – Reviews
- Passion – someone we are passionate to help…it’s what motivates us.
You are only as good as the last time the customer was in your shop. You must back up your brand promise by what you do.
Advocate vs Avatar
- Distinct differences. You can have a customer be an advocate and not be your avatar.
- Advocates can influence their family and friends to your business but not necessarily be an ideal customer.
Your Avatar drives your marketing.
- Distill your ideal customer down to the ‘Nth’ detail.
Give a name to your Avatar so they become a real person.
- Listen to your Avatar. Interview them. Understand them.
- If they have complaints about you or the industry fix them.
  - Customer lounge, bathroom, coffee. Fix it. Make it right. Make it better than right.
- Some women come in for the first time with their customer. If the husband approves of the environment, he may never come in again. He wants her to be comfortable.
- Ask and offer them creature comforts, even if they don’t partake, the gesture is what matters. It feels like you are inviting them into your home.
- What do they value? If they feel valued from your shop, they’ll become a client.
- You must hold up your end of the deal.
Don’t let the business determine your Avatar. Let your customer determine your Avatar. Ask them why they come here.
- Update it every year.
- Train your people on the value of your Avatar.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 055: The Importance of Back Office Operations – Part 2

Carm Capriotto: Automotive Aftermarket Professional — Wed, 21 Feb 2018 04:23:05 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

In Part One we discussed Controls, Operations and Accounting/Finance. Listen HERE.

The Academy Panel:

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

Maryann Croce of Croce Transmissions in Norwalk, CT was opened 1999. Maryann was a banker turned business owner. Tony was technician turned shop owner. A big transition on their parts and that extensive wisdom makes Maryann the perfect guest on the Academy series.

Their 4 bays, 4 techs, and one service advisor shop is successful because as husband and wife Maryanne and Tony work at their roles and have abundant trust in each other.

Maryann is also a member of Women in Auto Care and owns smallbizvantage.com. Hear Maryann in her previous episodes HERE.

Jacquie Walter Hower is the Director of Operations and 3^rd generation at her family’s business, Zimmerman’s Automotive, in Mechanicsburg, PA.

During high school and college, Jacquie worked part time for the company working in the Quick Lube department as a technician changing oil and maintaining customer vehicles. After her sophomore year of college, she was given the chance to become a manager for a new Quick Lube location for the company.

Since then Jacquie’s love for the industry grew into a passion. As director of operations, she handles a number of different jobs such as customer service, service auditing, daily accounting, training, and community involvement/events.

In the summer of 2016, Jacquie began the Aftermarket Management program at Northwood University where she hopes to complete her bachelor’s degree in two years. Jacquie is involved with the Car Care Women’s Board and sits on the board of directors at the Mechanicsburg Chamber of Commerce. She resides in Mechanicsburg, PA with her husband, Dan, and their two young boys, Brantley (4) and Mason (2). Hear Jacquie in her previous episode HERE.

Talking Points:

Human Resources:

You need a handbook. It is a legal document.
Every employee must agree to it and sign it.
Consider pulling very important policies on separate sheets for review and signature. These critical policies are the most critical. Example: Harassment of all types, Drug/Alcohol Use, Cell Phone Policy, Drug Consent.
Careful if you copy a colleague’s handbook. Every word must be reviewed for legality in your state and for your policies.
Hire slow, Fire Fast.
- Be careful though you may have a diamond in the rough.
Potential new hires can be interviewed by other team members.
Work in the shop for a day. Observe and access technical ability, knowledge of tools.
Hire for attitude. Teach competency.
If your new hire isn’t a fit, you’ll know quickly. Keep your eyes and ears open.
DISC profile and Strengths Finder assessments are in order to find the right personality or communication styles for your team.
Have fun and celebrate wins. Work needs to be like home. Birthdays, anniversaries and babies.
- If you are having a bad day leave it at home. You are the cheerleader.

Marketing

Understand your ideal customer. Create an Avatar
Discover your demographics. Home price, income, companies in the area, divorce rate.
Know what your customers like. Profiling your customer.
- Sports, Music, Radio Stations.
It is expensive to get new customers.
You must track them and have systems to understand your ROI.
Create customer advocates. They are your strong referrals. Your primo customer.
- What do they have in common?
You must have a referral program and a system to track and reward.
Customer appreciates a phone call of thanks.
Don’t discount your services.
Understand your customer journey to your company. Was it web, social, blog, etc. Discover the way your customers get to you and track it. Drill down and track your discovery.
Your brand needs to be consistent with your physical plant and your online presence. Do not use generic pictures. Take your own. Your pictures on the web must match who you are and what you look like. Do not misrepresent yourself.
New customers must be tracked to discover customer spend and ARO to help justify your cost of marketing.
If something is working: Rinse & Repeat.
Marketing Ideas:
- Take your reviews word for word and repurpose them into a post.
- Community events. Simple car shows, Family Service Day, Band Booster,
- Get involved with the ‘Best Of’ awards in your community. ‘Best Automotive Repair in your Town’
- Shuttle service to local business park.
- Graphic wrap for your company vehicles.
- Your loaner cars need to have high miles to prove your maintenance program. Keep them clean and polished. Label the vehicle as a loaner car.
- The best marketing is in creating relationships. Sponsor sports team and connect your efforts to charity. Food bank, toys for tots, animal shelters, and Brakes for Breasts for example.

Demographic website https://factfinder.census.gov/faces/nav/jsf/pages/index.xhtml

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 054: Stay Up on Social Media – Facebook Changes and your Marketing Efforts 2018

Carm Capriotto: Automotive Aftermarket Professional — Wed, 14 Feb 2018 04:30:29 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Carrie-Lynn Rodenberg, is owner of Turnkey Marketing that exists to help shops effectively communicate to your community, customers, and potential customers the good work you do. Your repair shop can be known as the trusted, “go-to” shop in your area. Their work provides cutting edge marketing that actually works and increases car count. Hear Carrie-Lynn’s previous episodes HERE.

Brian Walker is the founder and CEO of 5 Stones, a marketing agency in Hammond, Louisiana. Before entering his career in marketing, Brian was a 17 year veteran of the automotive industry and owned Peak Automotive, a Euro shop in Apex, NC. Peak Automotive was one of Motor Age Magazine’s “Top Ten Shops” two years back to back. Brian served as the Mechanical Division Director for the Automotive Service Association of North Carolina. Whereas he is no longer involved in the automotive industry, Brian still has a passion for the independent aftermarket and is an ambassador for blue-collar trades as a respected profession. Hear Brian’s previous episodes HERE.

Talking points:

You are your brand, your brand is you.
Facebook’s changes are meant to bring them (Facebook) back to their roots. Community.
Facebook has done this in the past, but indications that these changes are going to stick more than they have before are strong.
Only about 3% of your followers may see your posts.
You may have to pony up money to get seen on Facebook.
Posting styles from the past may not work today. Think 2018.
People are spending less time on Facebook usage. Like 50,000,000 fewer hours, but that is only 5% of the overall time people spend on Facebook.
- Mind-numbing scrolling has decreased quality of life.
Facebook says we will be happier with their new algorithm.
Messenger could be a great tool on how you craft its usage.
Be organic. Put yourself in front of your brand. Use video’s
- Odd or unusual content will carry you further.
You may have to go with YouTube and Instagram and Twitter.
Facebook LIVE is going to matter bigger than ever if you want to be seen.
People who are influencers will stay in front on Facebook.
- If you have a growing tribe you’ll do OK.
You need to generate natural engagement.
- Likes. Comments.
- Comments will be heavily gauged. Longer comments will get more play.
- Get your tribe to comment on your posts.
- Ask them open-ended questions for a real discussion.
Your marketing is to bring people into your sales funnel.
- Get your prospect to spend some time on your own website. (you own your site vs. facebook)
- You must work to bring your prospect and tribe members into your world and the outlets that you own. (you web properties)
- Your website is your online hub and the face of your business.
  - Be sure your website is fresh and current not only in content but looks.
    - If it looks old maybe you don’t own the latest scan tools to repair today’s vehicles.
  - Capture leads from the traffic that comes to your site. This is a huge opportunity for our industry. Build an email list.
There may be a bigger play to capturing your email list if there is value received. You own your email list. It is an asset vs. Google Ads or Facebook Ads.
- Offer a downloadable checklist to collect an email such as a checklist when buying a new car.
- Offer a coupon.
- Email helps on your retention marketing.
- 95% of leads need to be touched 7 times before they will convert.
- 97% of people that visit your page are not ready to buy.
- You must give prospects and customers value and love to build the trust relationship.
When you post you should consider posting on your business page and your personal feed.
- You will have influence in either venue (business or personal page)
- People recommend people to you. You are your business.
- When you connect on Facebook connect to places like your web property that you own.
Give away everything you possibly can.
- A video on the repair you are working on. No DIY angle just education and information
- Never show the sequence of repair. That will limit the DIY effect.
- Video’s 1-3 minutes.
- Do not show how to do the repair. (liability issues)
- Reasons repair costs so much.
- Symptoms and results.
For Greg Buckley, he gets more leads from his YouTube page.
Video is king. Run and gun. Raw authentic production quality.
- Don’t get stuck behind the curse of knowledge.
If 60% of your customer base is women; speak to them.
- Why wiper blade change or cleaning is important.
- What do your customers care about?
Document don’t create.
- Create the rear wiper blade story.
Don’t underestimate the value of putting your customers on video.
- It is our job to create raving fans of our clients.
Buckley: ‘We need to look at Facebook as a complete ecosystem.’
- Greg feels that the changes are good. Learn how to navigate the new Facebook and take advantage with their current disciplines.
Let reality be your friend.
- Make changes. Re-iterate. Make a pivot if strategies aren’t working.
- Nurture the leads you have. Give them real value. Build trust.
Get out your wallet. Pay Facebook.
- It will take time to build an engaged tribe.
- You can do some amazing things with Facebook ads.
- Facebook ads will help you learn how to target your audience and ads that speak to them.
Book: Building a Story Brand, Donald Miller
- Make your client the hero of the story.
Take the time to learn Facebook. Understand how to extract the value from Facebook.

Link to Facebook Announcement.

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 053: Improve Communication Between the Service Advisor & Technician

Carm Capriotto: Automotive Aftermarket Professional — Wed, 07 Feb 2018 04:30:50 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Jude Larson is the president, owner and lead consultant for JML Real Solutions. He is a frequent speaker and trainer at industry events. Jude has vast business experience including being a highly successful service advisor, the owner and operator of a hybrid online and print marketing company, a top performer in the financial industry, and a record-setting career in retail management. Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. Jude is also a shop owner, Valley Repair in Tenino, WA. Listen to Jude’s Episodes HERE.

Darrin Barney, his wife and his younger brother, Chad, started the business 16 years ago with a background in fixing cars at home. Growing up, the rule in the Barney household was that when the boys earned their Eagle Scout rank, their parents would buy them a Jeep. “They were early Jeep CJs,” Barney says. “And anyone who had an early CJ will tell you that if you drive it, you have to fix it. Darrin’s parents’ home in high school was known as the place where you could learn how to fix it.” “The first couple of years were brutal,” Barney recalls. “We barely made ends meet, and the lessons were hard. But we made it, and it helped us to fine-tune our customer skills and work habits.” “Thankfully,” Barney says, “we have customers who like the experience of dealing with us and like to support a local business. A customer can sense if you like them, or if you see them only as money. That’s why if you make a mistake, own up to it and do what it takes to make it right.”Education and training also play a major role in the Barney Brothers’ business. Barney recently earned an Accredited Master Automotive Management Institute (AMi) and serves as a board member of ASA-Colorado’s education committee, which recently held its first training event in Grand Junction. Listen to Darrin’s Episodes HERE.

Donnie Carter is the Service Manager at Little Wolf Automotive in Waupaca, WI and has been in the automotive service business for 33 years. Donnie has had extensive training in customer service and service management. His extensive training consists of ATI, Automotive Profit Pros, and RLO Training. Donnie has been apart of a strong service team that was recognized by ATI. He is proud of his many years of quality customer service for thousands of Northeast Wisconsin customers. Donnie’s Episodes HERE.

Talking points:

Make your Repair Orders a masterpiece. Don’t be lazy by writing the words ‘Advise’. The word ‘Advise’ helps no one.
Everyone is there to serve the customer. Service Advisor and the tech are there to serve each other. There is an accountability to each other.
It is up to the service advisor to bring the ‘novel’ to the technician. Listen hard to the customer and write down the details of their issue or concern.
- Technicians results are dependent on getting a good path to follow. Give them a great opportunity to succeed with clear in-depth information.
Morning meeting with entire team improves communication.
- Let the technicians see the game plan of the day.
Digital inspections will help improve communication because the disciplines are strong and thorough.
Listening is a key component of communication.
- Pay attention to the other person’s eye color. That eye contact is a key to listening.
- Pause before you answer, at least 3 seconds.
- Don’t listen to answer, listen to learn.
Good communications can prevent comebacks.
- Many problems are found in lack of communications.
Good quality controls are about accountability and good communications. Everyone onboard to deliver a quality product.
Good communication includes all levels of the organization.
Don’t place blame unless you are certain blame is due.
How do you get your techs and advisors to work with each other?
Book: The Five Dysfunctions of a Team. Patrick Lencioni.
5 Behavior Pyramid. Starts with:
- Trust.
- Conflict.
- Commitment.
- Accountability.
- Results (top)
Whoever you are talking to right now is the most important person to you.
Active listening pointers from Barry Barrett:
- Effective Pauses.
- Minimal encouragers.
- Mirroring.
- Paraphrasing.
- Summarizing.
- Labeling.
Good communication can help you manage your bays.
Everything on planet earth works because of relationships.
- If things are working for you then thank the quality of your relationships.
Focusing on the numbers will not get you there. Focus on your people and relationships and the numbers will be there.
General interest and the goals of your technicians is critical. Find the time to build your relationships.
- You need to know likes and dislikes and opinions of your technicians. What makes them tick?
Sometimes, and those days do happen, it is like herding cats.
- You’ve got to know the personalities and communication styles of your techs.
- In the shop, you can mix the flow and bay assignments of your shop based on their personalities.
- You may have to train your team on how to relate to each other based on their given communication style. (their behavior)
For a great Academy on understanding observable behavior go HERE.
The service writer must be very descriptive when getting information from the customer. Time is wasted if you don’t’ write down all the information you heard. It is critical to get every bit of information.
- Write the Novel. (As said above; turn in a masterpiece R/O)
Play the silent game.
- For one day. All you have to do is communicate with each other with NO verbal communication.
  - Example no texting, it is all in the RO.
- You’ll learn quickly how important your notes and ‘novel’ is.
Some people will work just hard enough not to get fired. Bosses will pay you just enough, so you don’t quit. Minimum standards at each end.

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 052: Lessons I Learned When I Sold My Shop

Carm Capriotto: Automotive Aftermarket Professional — Wed, 31 Jan 2018 04:23:49 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Margie van Lierop sold the business Beach Cities Garage in Laguna Hills, CA in mid-September 2017. She is now a Business Consultant and Free-Lance Writer, Business Consultant for Bogi Lateiner, a ghostwriter for several automotive related websites and will vacation throughout Europe – May, June, and July. Margie’s previous episode HERE.
Scott ‘Gonzo’ Weaver sold his business Superior Auto Electric in Tulsa, OK, in 2017. He had the shop for sale for a while, but a medical condition accelerated his move as he had to mothball the shop while he recovered. Scott continues to write for magazines and automotive publications. He is remodeling his home and teaching student the automotive trade. Listen to Gonzo’s previous episodes HERE.
Dave Winters formerly of Swedish Automotive in Seatle, WA, sold his shop in 2017. He and his wife recently purchased a new home and moved 50 miles from their previous house to the Olympus peninsula in Washington. He has plans to travel in a motorhome and walk the dog whenever he wants.

Talking Points:

You must have a clean and transparent Profit and Loss statement.
- It may take a few years to clean the P & L and you may have tax consequences.
Use your accountant and lawyer to support your move to sell your business.
- Account can help evaluate the business
- Lawyer will look at every detail of all contracts.
  - Example if you lease and the landlord is willing to take on the new business owner, be sure your name gets off the lease transfer.
A business broker can be used but don’t hesitate to do some marketing yourself.
- You will pay a broker a fee.
Confidentiality is one of the most important elements of any transaction
- People like to talk. Mum is the word. Do not share with anyone.
- Your risk is team morale, loss of key people.
- Non-Disclosure Agreements for the buyer so they do not leak the potential transaction and your information stays confidential.
- If leaked you’ll have to have an emergency meeting with your team to explain your decision and if the deal is not signed, you risk a lot.
- Confidentiality allows you to find a good transfer of ownership and speak to your team in the proper way. New owner gets a chance to embrace your team on day one.
Owning your property and holding the lease is an income stream and figures in on the entire transactions value to seller. Become a landlord.
- Professionals need to help you come up with a sale price.
- You may use a multiple of your profit or (EBITDA- Earnings before Interest, Taxes, Depreciation, and Amortization). Which is why having a clean and transparent P & L is so critical.
- An option. Value the business with and without specific assets (equipment & tools). The price may be more attractive if split out this way.
The current replacement value of your tools has no connection to what you can sell them for.
- Keep in mind that your tools do not have the value to a new buyer as much as they do to you in running a going business. You made money with your tools over the years and they are not worth retail. They are on your books at a depreciated value.
If your business is dependent on you, the business may be worth less to a potential new owner. Read the E-Myth from Michael Gerber.
Careful with terms. Do you want the shop back after one or two years? Work your deal so you can get your cash. Find a buyer with money or good credit to get loans. SBA loans are a great option for the buyer.
- Find an internal candidate who can earn a percent of the business over time and qualify for SBA money.
As you make decisions on your business always consider what ramifications they will have on the eventual sale of the business.
Life after selling:
- Hobbies
- Travel
- Stay busy, but don’t worry about the business you sold.
- You’ll have a non-compete clause so be retired.
Prepare for your tax liability from Uncle Sam on the capital gains on your business. Do not spend all your money.
Boomers need to start thinking about an exit strategy. It may take a few years to get the package together. Many options to consider.

Episodes on Succession Planning HERE.

Town Hall Academy on Succession Planning HERE.

Town Hall Academy on Preparing Your Business For Sale HERE.

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 051: First Moves When Opening a New Shop

Carm Capriotto: Automotive Aftermarket Professional — Wed, 24 Jan 2018 04:13:53 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Pete Rudloff is a national automotive instructor/advisor, nationally published technical writer and owner of Pete’s Garage Inc. in Newark, DE. Pete has a passion for training and created the Delaware training Group to bring technicians together in an environment that fosters learning. Pete’s Garage has a reputation as a friend to the general auto repair shops with local shops calling themselves customers. Pete’s Garage is known for fixing difficult to fix cars and has grown more into a diagnostic destination than a maintenance shop. Pete’s previous episodes HERE.
Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. She moderates an online Facebook group called “Auto Shop Owners Group”. Bambi’s previous episodes HERE.
Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network an 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late 60’s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Tom’s previous episodes HERE.
Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor. He owned and managed several successful automotive repair shops. Currently, Rick is President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair owner since 2006.Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast HERE.

Talking Points:

You need to know your why. (Must read. Start with Why. Simon Sinek) (SP)
- Are you unemployable?
- Do you have a written plan, written goals, and a vision that explains why you are doing this?
- The best mechanic in town does not necessarily make a great business owner.
A great way to start is to buy an existing shop.
To run a successful business, it is like having a second family. (Rick White)
Rick White: To be successful you need to be hungry, have the energy and be resourceful.
What does success look like to you? It is individual. Many do not know what success means to them. Which is why defining what success looks like to you is important.
Location, Location, Location is important. Very important.
Tom Ham: You are better off on in a two-bay location in the center of town than a five-bay location at the outskirts of the town.
- Demographics are also very important. What is the income of your marketplace?
- Find a document on the AMN to help you score a location. Download it here.
Financial: (much of this is tough for new business people to know and understand)
- Rule #1. You never have enough money. Invest carefully where there is always an ROI (Return On Investment)
- Make money. Need to make money to sustain.
- If you wait for marketing and work to come in you’ll need money in the bank to sustain startup months of zero or negative profits.
- You need a spending plan. (Just like a budget)
  - You can adjust but need to have a plan and your odds of being successful go way up.
  - List your intake, list your outflow. Subtract them. There is your profit.
- You need a debt retirement plan to be sure you have a plan to pay off the money you owe. Debt kills.
- Profit and Loss statement. (P & L)
  - You need to know what is coming in and what is gowning out.
- Cash Flow is as important as a P & L.
  - This shows where your money is tied up and how it flows into and out of the busienss.
Mentor(s)
- You need a mentor. You may need even two.
- Many in the industry are willing to help.
- Understand what a mentor does.
- It will help you see what is around the next corner.
- You need to take their experiences and blend them into your vision and talents.
- Be careful on your choice.
  - No everyone who wants to help will bring you what you want.
  - They must have the right mindset, positive thinking and they have what you need so you can model what they are doing so you can get there quickly.
  - If your Why’s align that is a good sign you may have found the right mentor.
- A good mentor shares their experience and helps you relate to your relationship and you decide.
- You’ve got to be able to have fun at work.
  - You must create the right attitude and business culture to sustain a great place to work. Be excited.
Business coaches and consultants can help in a very big way.
A peer group, in person, and on social media can help.
- The in-person peer group brings eye-to-eye value.
Don’t be afraid to ask for help or say you don’t know something.
Independent shop owners are not each other’s competition. It is out there but not independents.
- The competition is the customer.
- How good we depend on how we hold a relationship and can solve their problems.
Finding customers is not a shotgun approach. Spraying for customers will not help you focus.
You’ll need to have a marketing budget. You could spend 3 – 5 % of sales but not immediately. But retaining and growing customers is a hard cost.
- Rick White takes 8 -10% of sales and subtracts rent as a shops advertising budget.

Join community groups. Get involved in your community as the expert is vehicle safety. You are in the transportation business.
- Car groups.
- Rotary type groups.
- People need to get to know you.
- Speak about car care at schools or the chamber.
If you bought an existing shop you’ll need to promote to the existing customers. Be prepared that you may lose some based on the change of ownership but some may be the wrong type of client.
Work hard on getting referrals from your customers.

Rich White: The business owner has four primary responsibilities to his business
- Create and protect your brand. How does it feel to do business with you? Consistent.
- Generate awareness of your business. People need to know about you.
- Grow your staff. It is core to your success.
- Set the pace of the business. The CEO responsibilities.
Continuing education is an important discipline to running your business
- Technical training.
- Service training.
- CEO training.
- Know your key numbers. Stay in the range of industry averages.
- You cannot rely on your current education level or training level. You must be a perpetual student.
- Learn from your mistakes. Try not to repeat them.

Never model your business after the boss you previously had unless they are a superstar operator and leader.
You can never undercut the competition as a strategy to start or grow your business.
Know your daily breakeven number. Break even is where profits are equal to cost.
- Take all your monthly expenses plus a cushion and divide by your gross profit. That number is your break even for the month. Take that number and divide it by the number of days you are open. You can even divide it by the hours you are open to realize the sales you need to do, just to break even.
You will hit the wall.
- It happens to everyone.
- Expect it. It will happen. You must be prepared for the wall so it doesn’t break you.
- The Last Lecture: Randy Pausch 18,905,787 views. https://youtu.be/ji5_MqicxSo
You must network. It is not about the meeting but the people you meet during the breaks.
The management software is the hub of your business where all other spokes are connected to.
- AMN is in the middle of an SMS (Shop Management System)
Rick White: 3 D Planning:
- Plan for the dest.ination.
- Plan for detours
- Plan for disasters.

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 050: Finding The Right Business Coach

Carm Capriotto: Automotive Aftermarket Professional — Wed, 17 Jan 2018 04:20:18 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Rob “Dutch” Silverstein started A&M Auto Service, in Pineville, NC, over 19 years ago. He started working part-time out of a rented single bay in the back of a body shop. At that time, he was also a Captain for a major airline.Because aviation is a cyclical business: when things are good, the airline grows, more pilots are hired and your career advances so that you may move up in seniority and achieve advancement in rank and pay. When things go badly, the reverse is true: loss of rank, seniority, and pay. Then insecurity abounds; after all your job might be the next to be eliminated.He had a backup plan.Someone once told Dutch that to succeed in business, it was necessary to do something that you love to do; something that gave you a great deal of satisfaction, something that you did really well. For him, that left just two things; flying and working with his hands repairing cars. Ever since he was a boy, the Good Lord gave Dutch the ability of understanding and repairing things mechanical.As his business continued to grow, Dutch soon recognized the public’s need for an honest, integrity driven, low sales pressure repair facility. A shop that is motivated to educate each customer and address his/her automotive needs individually. One that is focused on doing the RIGHT thing, not some distant Corporate or Franchise Business Model idea of the right thing, but THE right thing for each customer. Listen to Dutch’s episodes HERE.
Doug Whiteman, owner of George’s Sierra Shell a successful 45 year old business in Fontana, CA, is Motor Age’s TOP SHOP in 2014. Not only is he a strong operator and shares solid insight into his remarkable success, Doug and team are very involved in many philanthropic efforts in his community.A pinnacle to most awards is being chosen Motor Age’s TOP SHOP in 2014, that’s TOP SHOP. Also recognized top 12 shop and the humanitarian award from ATI, the Kukui Humanitarian of the year recipient, Honored by the Fontana Chamber of Commerce for receiving the Small Business of the Year award, Recognized by the Susan Komen organizaton during the Breast Cancer awareness month, named ASE technician of the year 2008. Listen to Doug’s Episodes HERE.
Darrin Barney, his wife and his younger brother, Chad, started the business 16 years ago with a background in fixing cars at home. Growing up, the rule in the Barney household was that when the boys earned their Eagle Scout rank, their parents would buy them a Jeep. “They were early Jeep CJs,” Barney says. “And anyone who had an early CJ will tell you that if you drive it, you have to fix it. Darrin’s parents’ home in high school was known as the place where you could learn how to fix it.” “The first couple of years were brutal,” Barney recalls. “We barely made ends meet, and the lessons were hard. But we made it, and it helped us to fine-tune our customer skills and work habits.”“Thankfully,” Barney says, “we have customers who like the experience of dealing with us and like to support a local business. A customer can sense if you like them, or if you see them only as money. That’s why if you make a mistake, own up to it and do what it takes to make it right.”Education and training also play a major role in the Barney Brothers’ business. Barney recently earned an Accredited Master Automotive Management Institute (AMi) and serves as a board member on ASA-Colorado’s education committee, which recently held its first training event in Grand Junction. Listen to Darrin’s Episodes HERE.

Talking Points:

Doug Whiteman: There are different stages of coaching.
- First– Your coach will Identify problems with t.p. productivity, training, marketing, pricing labor and parts, and you help fix it.
- Second– Your coach will teach you how to identify your problems and show you ways to fix it yourselves. This stage is helping us as business owners become reliant on our own selves and know how to solve problems as they arise.
- Third– This is where your coach will hold you accountable through a portal or weekly phone calls.
You don’t know what you don’t know.
- Been there and done that experience help show you what is around the next corner.
- You have gaps in your knowledge and need to find someone who can help fill that gap.
- People in our industry don’t ask for help. They do not want to show any weaknesses. Pride factor; get over it.
- It is OK to ask for help and you are not weak when you ask for help. You are smart to ask.
- Tell me straight up what I’m doing wrong.
A trait to look for in a coach.
He believes in me.
You must have a relationship so be sure when you go toe to toe be sure there is honesty in the relationship
Does he have a desire to see you succeed?
Start working with your coach with a goal in mind.
- Bring your ideas to the table with your coach.
You want to look up to your coach.
- You may have to let go and learn to trust. (let your guard down)
You may have to accept the fact that you are going to have to learn to run your business differently
- Don’t dismiss this. Don’t be hard headed. You’ll be wasting your money
- Be willing to fail. If not, do not hire a coach.
- Be open to ideas.
Look at your outside world to see if you cannot concentrate or commit time to work with your coach. Timing may not be right to get your mental focus right.
- Ill family member.
- Divorce.
- Aging parents concern.
If you cannot do certain tasks (meet deadlines) for your coach, find someone to delegate to.
Some ideas that your coach may suggest to you may sound or be alien to you.
- There is usually a strong reason to do them.
You’ll know you have the right coach or coaching company when your integrity aligns.
There is no one thing, or silver bullet, that will fix your business. You will find an accumulation of many different things that will start your improvement plan.
Your coach/consultant will change you and hold you accountable. Be sure of it.
- Don’t waste that discipline.
- Being lazy is easy. Don’t make excuses.
- Accountability makes things happen.
- Don’t confuse being busy with being productive.
- Use accountability to get to the next level.
If you have the right coach, you’ll start to see improvements right away.
Use your coach to hone the new skills you need help with.
Automotive Management Network has published a list of industry coaches,
- Research their website.
- Ask your peers.
- Write down questions you must ask and information you need.
- Find downloads to help guide your search.
- Attend a coach ‘boot camp’ or seminar to get to know them.
Your current circumstances will not improve without a strong effort to change.
- Hiring a coach is a perfect next step.
Invest in the hours working on your business not in it.
Be careful on investing in a coach and what you sign as a long-term agreement.

Business Coach Themed Podcasts HERE.

Business Coach Podcasts Here.

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 049: How to Sell Diagnostics

Carm Capriotto: Automotive Aftermarket Professional — Wed, 10 Jan 2018 04:49:50 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Chris Chesney was consulted early on at the beginning of CARQUEST Technical Institute (CTI) and ultimately sold his business and moved to Raleigh NC to lead CTI. He still gets up every morning with the same passion he’s had since that day in Natoma, KS because he says, this industry is made up of some of the finest people on this planet. They work so hard every day to service their customers and communities. Many are very successful, but many are not.Our industry is rapidly changing, and all members of our industry are stressed with the onslaught of technology, the aging workforce and shortage of skilled labor. Chris’s passion today continues to be leading the very best team of instructors and developers as he helps bring education solutions to the market. Listen to Chris’s previous episodes HERE.
Matt Fanslow is the diagnostic tech/shop manager for Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and a trainer.Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Matt teaches for PICO.You would have found Matt here at AAPEX in the Pico Technology booth as well as presenting at the AAPEX/AVI Mobility Park for Pico on using the relative compression test with a Pico Scope.Matt also does instructor lead training for Pico Technology, AES wave and ASA Midwest (Vision). The Pico Technology gigs have him over the country, Canada, and Puerto Rico. Listen To Matt’s previous episodes HERE.
Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop. Jeremy’s previous episodes HERE.

Talking Points:

What is diagnostics? It means different things to different people.
- The owner can feel they don’t get paid for this work.
- The tech may think it means something I do that I don’t get paid for.
- The consumer does not shop for diagnostics. They want their car fixed. We sell this and the consumer doesn’t know what it is.
To what level of diagnostics does the shop want to do?
- You need to decide as an owner and manager on what happens when diagnostics are done and the problem is found.
  - Is there a B tech that completes the repair?
- Will you work on certain car lines or all makes-models
- Does the tech have the knowledge and skills?
- Will techs specialize in diagnostics and specialize in vehicle platforms.
Will you specialize in certain diagnostic disciplines? Example: Data Networks.
Must have the right equipment and training and keep tech-focused in his specialty.
Diagnostics may not be the right word in today’s business climate. Instead. Testing or Analyzing the results.
There are shops today stuck in the 90’s mindset.
- Cars are neglected today. Normal maintenance is not getting done.
- If you are to diagnose the car it must be maintained bumper to bumper before jumping in. The problem could be as simple as the vehicle may be low on oil!
If you don’t charge the proper fee for diagnostics, you’ll soon be out of business.
We may want a ‘triage’ mentality when looking at diagnostics. Prepare the vehicle to be looked at by shop specialist.
- Let a triage tech get all the information on the vehicle. Let them determine where the vehicle gets dispatched internally.
- This helps serve the correct technician to work on problems where he can be successful.
Should be we charging for a ‘root cause analysis’.
- Let the tech do their job on finding the real problem with the vehicle.
A seamless relationship with service advisors and technicians are very important.
- Working together as a team is a critical component of a well-running company.
- Trust the process.
  - If the tech does swaptronics or substitution analysis it will be difficult to sell diagnostics to the customer.
  - The service advisors sells the techs skills to the customer.
The customer may challenge diagnostics fees. You need to believe in your process, talent and capabilities to explain to the customer the value they are getting. You must believe in those services.
- You can test, but next is to verify. That may take longer.
- “Testing is a fee for service. Once the test is complete the fee is earned. Don’t you agree, Mr. Customer?”
- A root cause analysis must be done. If you cannot do the proper testing you should not get involved with the client.
Diagnostics is all too often looked at as a plug in a device and presto it is fixed. As we know there is so much more to it.
- The motoring public needs to know code readers doen’t tell you what’s wrong. It gives you data to determine where to look.
The customer needs to see what is behind the curtain. Show graphs and get them to understand through photo’s and documentation how the process works.
Too many shops are not getting proper training. An overdone and overused excuse … I can’t get my guys to go. Falling behind is not going to keep you in the game.
Too many shops are just getting by with the limited knowledge their people have and a few silver bullets.
Processes are going to solve much of this discussion.
- The communication between the service advisor and the tech.
- The shop needs to have buy-in on how we do diagnostics, the process.
- Service advisor and the technician will be held accountable for our process.
  - Create the standards inside the company on how testing and analysis is done.
- Our customer expects these standards and we will see the value in our testing and analysis efforts.
- The service advisor and the tech become partners.
- The service advisor is selling a premium product of ‘testing and analysis’. We can sell the solution because we are the best in town. Fix it right the first time.
- Engagement and accountability to the process are non-negotiable among the team.
  - This creates customer deliverables.
- Tony Robins says to sell your services at 10 times their value.
  - Consider selling your $150 testing/analysis for $1,500. If that is the case could you come up with the perfect process to justify that amount? There then lies your process assuring that a car will be fixed right the first time.
- The discipline in your process will create the freedom and revenue that your business deserves.
- The process must define how testing is done.
  - On-line resources
  - Databases
We need to move from diagnosing to analysts and use all resources to accomplish your research.
- This process needs to be defined.
We will use all means available to gather information and data to solve customer’s problem.
- All resources must be used appropriately.
Google has a place. You need to be sure your BS detector is working before you jump down a deep rabbit hole.
Stop selling time.
- Time can be compared.
- Is all time or process more valuable than Shop B or Shop C?
Make what we sell (testing/analysis/diagnostics) that results in the solution to the problem a premium product.
- Sell the expertise of your staff.
- You have the proper equipment
- You have trained professionals.
- Our people need to be bought into a process.
  - Develop your process with your team. They need to be involved and must hold each other accountable
Testing should not be your standard labor rate.
- Increase your rate because the parts profit is missing.
- Increase 25 – 50 percent
- You could have multiple rates for different levels of testing.
Believe. Practice and Role Play to your solution for your customer.

Jeremy O’Neal’s Promised Down Load.

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 048: Grow Your Fleet Business | AMi Credit

Carm Capriotto: Automotive Aftermarket Professional — Wed, 03 Jan 2018 04:00:03 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

The only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’s previous episodes HERE.
Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. Bill collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system.Bill has been a big contributor to the podcast and he currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE.
John Constantin from Bison Fleet Specialists in Buffalo, NY, has strived to bring quality service and superior workmanship to the vehicle repair industry in Western New York. When John first started out as a technician, he was determined to identify with his customers, making sure every effort was made to maintain the integrity of Bison Fleet Specialists workmanship, and establish a long-term “care” relationship with each person who passed through their service center.John’s personal goal was to inform each customer of basic maintenance steps they could perform to keep their RVs, Trucks, Trailers, Buses, Campers & Cars running at optimum performance levels, achieved by following a few simple guidelines.

Talking Points:

Recruiting

Can’t go on a date if you don’t ask her out. You always need to be asking. Look for every opportunity.
- Knocking on doors.
- Watch vehicles drive by your shop and write down all names.
- Sit at a busy gas station and write down the names of the companies that are fueling there.
Existing customer can steer you to a small fleet to start.
- Do not start too big.
Expectations from a fleet customer:
- Convenience.
- Done Right.
- Quickly.
You can modify what you do daily to help integrate fleet business.
By calling on potential fleet customers, you become an option to them that they never had before. You are now top of mind and can capitalize when a change is coming. Could take a week or a year.
- Ask when to follow up, Always on their time frame.
Always be marketing. Stay in front of people. Find the right mindset to present.
Go in with a presentation that you will be a value in their business.
- Be yourself.
Answer this. Why would a fleet customer drive by three other shops to get to you? That is your value proposition. Put yourself in their shoes and come up with talking points to build a conversation instead of a sales pitch.
Don’t present yourself as a salesperson.
Remember, it may take a year or more to land a new fleet. Never stop working your prospect list.

Reasons

Revenue opportunity for the shop.
Long-term growth strategy.
Parlay your physical plant and people talent with fleet work.
Larger ARO.

How to

Every fleet has different expectations.
You must be pliable.
The relationship matters. Establish a relationship. You must value that relationship as the most important part of the transaction. Honesty. Forthcoming. Integrity. Always in the customers’ interest.
Think outside the box.
- Loaner vehicles is a possibility in the service you provide.
Ask the fleet manager what their exact requirements are.
Do fleets know the level of support you will provide? Lay it out. If you’ll do towing they must know. Details.
Understand their requirements and meet them. Most fleets have individual needs.
You must be convenient to them.
Never say NO. Always say yes. If it has an engine you can fix it.
- Remote starters, glass, collisions. You do it all. Sublet if necessary.
Many fleet managers wear many different hats and you help them fill a special niche.
Help the fleet systematize their controls so there are no major surprise breakdowns. Example of checking oil between services.
- It is 100% avoidable if an engine needs to be replaced because of no oil.
Involve the fleet manager in the repair of the vehicle and continue to re-enforce the value of the relationship. The fleet manager is your customer, not the fleet administrator.
Offer to have a training session for drivers and for any higher up in the company. Help them understand how the vehicle needs to be taken care of.
Make a lifetime customer by helping the fleet manager see your value and help them with their fleet management decisions.
TIP:
- Tom Palermo completely details all new fleet customer vehicles.
The shop owner has a say in the safety and quality of repairs.
- The customer not the fleet administrator and is the most important part of the equation.
Fleets will review your website and even secret shop you.
Create a fleet management program custom for every fleet.
Never compromise your quality and reputation by doing any less quality work for a fleet vs. a regular customer. Your integrity must always rule.

Challenges

You can lose a large chunk of your business if you mess up.
Dealing with fleet administration companies. (a third party)
Be willing to change and get out of your comfort zone.
Never do the job of the fleet administrator.
- Know your place and provide what they are asking for.
- The bar is raised and there could be political issues inside companies.
  - Companies bought out and things change and will do fleet maintenance on their own.
Don’t oversell and talk too much as you are out recruiting.
- Peak their interest and stop talking and let the fleet prospect talk.
- Focus on delivering their needs.
- Every proposal must be unique to that customers.
  - Show how you can help them get better.
- Don’t give up. You must be constantly marketing and recruiting.

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 047: Twenty-One TIPS to Get an Edge on the Competition – Part 2

Carm Capriotto: Automotive Aftermarket Professional — Wed, 27 Dec 2017 04:30:18 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Check Out Part One: HERE.
Check Out Part Three: HERE.

The Academy Panel:

Mark Goldsmith found his passion for cars in 1971 when his first job was at an independent shop. He took all of the ASE required tests and earned his Master Technician Certification.

With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop. Previous episodes HERE.

Tips:

Easy appointment making with barcodes on our lube sticker. QR code that links to your website.
Have the history of the shop displayed in some way. One shop I visited has a full Museum that builds pride in being a client.
Bill Hill has an outdoors lock box with a 4-digit code to drop off loaner keys and pick up your vehicle.
Text messaging capabilities to stay in constant contact with guests.
- Legalities in texting customer are something we all need to be aware of.
- Having permission is critical.
- Laws are changing in states. Some states are requiring a paper signature for opt-in for texting.
Look at the oil change sticker on every car and if yours isn’t in there change it and put yours on the windshield. Then set the next oil change appointment.
- Ask for permission.
- Explain that you do oil changes.
- Get out their smartphone and schedule the next oil change appointment
Free head light cleaning on big jobs.
Create a cool shirt and put the year on it, they can bring the shirt in the next year and get a new one. Keep them coming back!
Discounted car rentals.
Free WIFI. Change your WIFI login to ask for a 5 Star Review.
Ask every happy customer to share their experience with the world – 5-star reviews,
Have a mascot, could be your Golden retriever, could be that amazing restored Chevy truck.
Uphold your standards. Everything we do is being watched by customers and employees. We will be tested to make tough decisions and people will watch how you react to tough situations. Believe in your standards and live by your code of conduct.
- If it’s not perfect, it is not right.
Invest in nice pens that last. If you can make a pen that is my favorite and your shop’s name is on it. Don’t give out anything that won’t last.
Dog biscuits and water bowls.
Don’t hide from emerging technologies or new ways to gain eyeballs & customers. IE: Yelp, Connected Car, New Services etc.
Drop off vehicles to guests houses that can’t coordinate a ride with their busy schedule.
Give away a free car wash coupon, this way the liability is not on the shop if it gets scratches.
Loaner cars and the shuttle cars are all for sale.
Guest Loyalty Program with rewards cards that they receive cash back on sales.
Donate a car to a needy family.
Weekend answering machine or answering service so your customer can get in touch with you if there is an emergency. Be there for your customer.

***********Bonus Tips

Be an Ambassador for the Business. Once a month pay for the techs to go to lunch at the busiest lunch spot. Make sure that no one swears, looking good, shirts tucked in … explain its a marketing lunch.
Be the local expert – What is an expert? A person who has a comprehensive and authoritative knowledge of or skill in a special area.

Check Out Part One: HERE.
Check Out Part Three: HERE.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 046: Revving Up Your Business Culture | AMi Credit

Carm Capriotto: Automotive Aftermarket Professional — Wed, 20 Dec 2017 04:30:16 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

The only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family. At the age of 22, he left school and started his first business. He bought his first three bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI. Today, at age 34, Kirk is a successful business owner.

Kirk prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, and fun which combine to make loyal and dedicated co-workers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s episodes HERE.

Eric Svedberg was only 22 years old and ready to seize the opportunity of a lifetime. He purchased an Amoco gas station and consequently made history by becoming the youngest Amoco dealer in the United States. What continues to set, Automotive Specialists apart from the others in the market is their customer-centered culture, concentration on quality and extended warranty.

Automotive Specialists routinely repair items on vehicles that are usually left to the dealer and often those that the dealer couldn’t fix themselves. This foundation proved to Eric to be a very successful business model. Listen to Eric’s episodes HERE.

Bill Greeno owner of Quality Automotive and Smog in Truckee, CA and is also a business consultant with a focus on leadership and management and is big on communication. He and his team work hard on building strong internal communication, that he says makes huge difference in his unyielding customer service.

He also believes that having a satisfied staff is pivotal to customer service success. Having a shared vision is at the core of this. Their Vision Statement is “Your Trusted Local Auto Care.” Their service related conversations revolve around their Vision Statement and it is the launch pad for discussions regarding new ideas and/or changing a policy or procedure. Bill teaches on building a strong business culture. Listen to Bill’s episodes HERE.

Talking Points:

Deloitte survey shows 61% of employees believe that their company does not do enough to create a good culture. The survey also found that 91% of companies with good culture have a history of strong financial performance.
If you do not manage culture it will manage you. It is like your online presence.
Managing culture is a full-time job.
Every business has their own culture. Good or bad.
Building and maintaining your culture is hard work and painstaking.
Eric is currently working on a plan rev up his business culture with his business coach.
Culture is bred from what owners pay attention to.
- Culture is behaviors and norms.
- Owners behaviors directly affect the business culture.
- Owners actions reflect onto their teams. What the owner pays attention to, so will the team.
We can start to have our staff become self-managing in your culture by sharing your numbers.
- People pay attention to the security of the company.
Eric is setting individual and company goals and feels it is a good place to start an improved culture.
What are the good and bad behaviors?
- We will build on the good and root out the bad.
- Never about the person, but about behaviors. Good or bad.
- Soft skills is a good place to start to improve. A set of common values or shared values. (how do we want to treat each other)
If your people enjoy working with each other they will produce far more work than if all you talk about is perform more work.
Your leadership must sustain your culture.
Financial success makes a company, therefore, profitability is a key to sustaining and building a strong culture, but not everything.
The Love Bank. With a human interaction, you make deposits or withdrawals.
- Make 50 deposits per one withdrawal.
You need a Trust Bank with your people and customers.
Building a great culture (quick starts)
- Starts with great communication.
  - Look for opportunities to become a better communicator.
- At a minimum, be a strong leader. Your people will take cues, follow and watch your behavior.
The quarterly conversation. Every three months discuss individual behavior within your cultural norms with each team member.
- Owner/supervisor is subject to the same review (two way)
- The shared values are reviewed.
- Look for strengths
To make a personal change, look inward. Are you hardened because of the many challenges from your people such as stealing and loss of trust among your people? You need to overcome it.
Book recommendation: Nine Minutes on Monday by James Robbins
There will be resistance to build a strong culture. It is difficult. You may have to come to terms with people leaving your company.
- A longer journey in a small shop than in a larger shop because you are up against the potential of losing a person who may be responsible for a large portion of the work.
Your culture should win over the numbers. If a person doesn’t fit but has great production, that behavior must be eliminated. Your team will ask you terminate a person who doesn’t fit your culture.
You hire people for what they know and fire them for who they are.
- Do you want to be around that person?
Kirk hires for a cultural fit.
The moment you set your intention (get serious) to set your culture it starts to gain momentum.
- Keep in mind you have to set the example and the tone in the business by your actions.
Be open with your people. Take the ownership of the culture that exists today and where the team is headed and the changes you will make for the good of the organization.
Kirk started by defining what behaviors were good, which ones weren’t and then asked for the team’s input on his list.
You must help your people focus on their strengths.
Consider Strengths Finder test for your people and include in your hiring process. Just one tool for discovery and support.
As trust is built you transform as a leader and so will your people accept your culture.
Developing the right culture takes time and a lot of hard work. It is not easy. Prepare for slow steady wins over time.
Culture trumps numbers.
Create your new hire interview questions and process around your culture. Look for the behaviors and personal qualities. Hire them for who they are not for what they know.
The moment you turn your intention to the culture, you want the processes start. You must manage it every day. Sharing your intentions, your vision, and teaching and you must lead by example.
- Take ownership of where you are today (the baseline) and start to make the changes.
If the culture is good but the results are not there, there isn’t a fit because results are a part of your culture.
Praise for all the good that happens and correct the behaviors that are not in your culture.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 045: Installing Customers Parts – A Discussion | AMi Credit

Carm Capriotto: Automotive Aftermarket Professional — Wed, 13 Dec 2017 04:00:13 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best practices and expertise from aftermarket professionals.

The only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Tom got his start in the auto service industry pumping gas in the late 60’s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Tom’s previous episodes HERE.

Randy Lucyk from Midas in Kalkaska, MI is a very interesting entrepreneur. Randy is one strong aftermarket thinker and informally among Midas dealers, he is known as the data and IT guy.

Randy Lucyk proves that even if you are in a small town of 2600 you can have a very strong and growing business and be a very powerful force in helping your community. He’s been in business for 35 years has 12 lifts and has seven technicians at his Midas shop. He’s got the dents of business hardships that helped guide his current success. Randy and partner/wife Cathy are strong philanthropists in their community. Listen to Randy’s episode HERE.

Rick has been acknowledged as an industry expert and has been featured in many automotive trade publications. Rick has been training and speaking at industry events across the country including AAPEX, Vision and for AASP PA just to name a few. Find all of Ricks contributions to the podcast HERE.

Talking points:

Business model changes may need to be considered where Labor rates reflect the loss of the parts margins.
What will the distribution model look like in 5 years?
Finding a good customer from the ones that walk in with their own parts are slim to none. There are exceptions but very rare. This is not a good foundation for a strong relationship.
It is not our normal customers coming in with parts it is new customers.
There is a fear, so people go to YouTube to find things out. Parts and repairs are very transparent and available on the internet.
What is at risk:
- Your reputation. What about the quality of the part.
- You will have to own the repair cradle to grave. Even with a signed agreement.
If you are getting more requests from customer’s to install parts something is wrong with your business.
- You are marketing wrong or you are in the wrong location.
- Why are you attracting these type of customers? They are not your target customers. They will never be profitable.
- You will affect all your other customers if you change your policies to accommodate customer installed parts.
When we install customers parts, we train the prospect that we compete on price rather than value.
- It is a race to the bottom.
Customers that want you to install their parts have a fear.
- Is it the price or the cost that the customer is concerned about.
- This allows you to change the focus on the price to the lifetime value and the benefits that your shop brings.
Service adviser training is a big help to eliminate the price issue.
- Your out the door investment is: $XXX.
Smile! If you are going to install the customers supplied parts. Don’t punish the customer the whole time. Since you decided don’t frown about it. SMILE!
Insurance liability is an important reason not to install customer parts.
The Curse of Knowledge.
- If you understand Auto Repair, so we assume our customers know as much as us.
- When you present, they are considering only two things on a purchase decision. Time and Money.
  - We must guide them through the process to help them get to their decision.
- Shop owners do not know the value that they bring to the transaction.
  - Get paid for that.
Your gross profit on the job is the total price of the job, less the cost of the part(s).
- The price they pay should be the same your parts or theirs.
It is not a price issue with the customer it is a fear and trust issue.
The entire idea is insane to install customer parts.
- Call a contractor to build your house with all the materials you purchased.
- Call a legitimate top tier roofing company to install the shingles you bought at the wholesale club.
There are many home garages that will install parts for a walk-in customer for a low rate. A reality that will not go away. The e-com availability of parts will give these ‘parts installers’ a lot of work. The guys that are in the rural areas find this type of competition.
- These ‘parts installer shops’ make it easier for the professional. They will leave the top tier shops alone and allow you the top tier customers to service.
You are going to need to look and be professional unless you want to attract the wrong customer.
The insurance industry will always say that they will not cover your shop keep liability insurance if you install a part that you didn’t buy the part from your legitimate supplier.
Use the wisdom from the three-panel members in their experience on this topic.
When the occasion occurs where you are asked to install their parts. Explain that you are more than happy to fix their car and give them the best value. Installing a customer’s own parts is not an option.
Spend the money in the lobby. This is the customers first facing of your business.
- This gives the first impression that you are not going to install their parts so they won’t even ask.
- A really beautiful and professional waiting area repels bad customers.
  - The question is never asked.
- Understand when some is coming to your shop to have you install their part, it is about trust and fear issues.
- A future business model change: We need to consider how we price parts and include the margin that we would have made on the parts in your labor number. The transparency of pricing is available to everyone.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 044: The Importance of Back Office Operations – Part 1

Carm Capriotto: Automotive Aftermarket Professional — Wed, 06 Dec 2017 04:30:47 -0400

Your Learning Curve Never Sounded So Good!

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

In Part Two we discussed Human Resource and Marketing. Listen HERE.

The Academy Panel:

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

Their 4 bays, 4 techs, and one service advisor shop is successful because as husband and wife Maryanne and Tony work at their roles and have abundant trust in each other.

Maryann is also a member of Women in Auto Care and owns smallbizvantage.com. Hear Maryann in her previous episodes HERE.

Jacquie Walter Hower is the Director of Operations and 3^rd generation at her family’s business, Zimmerman’s Automotive, in Mechanicsburg, PA.

Talking Points:

Controls
- Accountability to the cash in the business
  - This is a task that should not be delegated
- Who has authority to sign checks or use credit cards.
- All receipts accounted for.
- Open Mail and Pay the bills. If owner OK. It should never be an employee that does both tasks.
- If owner delegates check writing, they should sign every check with every receipt attached for review.
- Systems and process hold people accountable.
- Look at the credit card statement and bank transitions daily.
Stages of business will impact all areas of the business.
- Bootstrap- Doing it all yourself Focus on Sales and Marketing
  - Many techs have turned business owner.
- Growth-Work and Sales coming in are causing overwhelm – Focus Team with Systems and Processes.
- Scale-Work is there, systems are working – Focus on Leadership.
  - Your team runs your business.
Operations
- You get consistency and improve communications, so the ball doesn’t get dropped.
  - We get our bad reputation when communications fall down.
- The bigger you get the more important good systems are. So good systems can help you grow.
- You need to have a bulletproof system. Done the same way every single time.
  - This is your staff’s way of being accountable which makes communication strong with each other. Customer included.
  - Your Bible.
- Systems include Policies, Processes and Procedures:
  - Policies contain statements of intent, rules to abide by, and standards that are expected.
  - Processes put the tasks needed to satisfy the Policies in order and defines who will do the tasks and when they are to be done.
  - Procedures define how each individual task is done, and essential information to be able to complete the task without assistance.”
- Systems and processes sound complicated but one step at a time is how you eat the elephant.
  - The work put in pays off.
- When all systems and processes are followed, when a problem arrives, it is easy to go back and find if there was any break in the system.
- How to get there:
  - Get the techs to buy in.
    - We get better organized and improve production
    - Create a win-win.
  - Created as a team. The person doing the job can help write exactly what they do and when they do it.
    - Easy to create the system/process off of that as a start.
  - You get a level of professionalism in your shop.
    - They will be seen as professionals as an outcome of your great systems/processes.
  - Hire part-timer. Delegate some of your job to that person. Get them to document the job and processes, then create the system.
  - Create your own system as a start. Give it to your team to improve it. The buy-in is so important.
Accounting and Finance
- Kim survived an IRS audit for one reason.
  - Run your business as if you are being audited.
- Quick Books is used by the entire Academy panel.
  - Some SMS systems integrate with Quick Books.
- Keeping good records and being organized is a pillar of a well-run business.
  - Example of an IRS audio went from 3 days to 3 hours because of the quality of the recordkeeping.
  - Run your business as if you were being audited.
- Having an outside accountant is important. Also, they help with tax issues and to help verify the integrity of your numbers.
  - Watch for estimated tax issues.
- A Profit & Loss statement ( P & L) is a steering wheel for your business.
- The balance sheet shows you where your assets and liabilities
- KPIs get created from your numbers and are critical to measures of success.
- Do not mix personal with business.
- If you own the property and it is a separate entity. Keep the cash and expenses separate.
- The value of budgeting can help you through lean sales months and spending options.
- Putting your cash away for the lean times makes budgeting an important tactic in the business.
  - Lean times vs good times.
    - If no layoffs you need cash to pay the bills during slow times.
    - Your staff should know you are sitting on your cash to support the business in the lean months.
- Keeping great records allows you to go back to find trends and confirm your cycles so you can staff properly and control your spend.
  - Can also create marketing opportunities because you know the future trend.
- You pay bills with margin dollars, not margin percent.
- Blind spots:
  - Your 1040 says you made money. Where is the cash?
    - Your cash could be in capital improvements or equipment purchases, accounts receivable, missing cash because of poor cash management, or inventory loss. There are more factors that challenge your cash position.
  - Planning ahead to know your capital expenditures will be long term.
  - Projecting your goals with your business.
    - Add to staff requires past performance and where you are going.
  - Get over the fear of the numbers. Learn them and embrace them.
  - Make changes to your systems and watch the effect it has on your financial statements.
  - Charging for shop supplies or technical fees.
    - Amy adds $4 tech fee to every ticket.
    - Charge for shipping when you need to pay for a special order.
  - Stay with your core. What is your most profitable job. Stick with that and promote it Example Brakes.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 043: Book Club – Favorite Books That Have Made Me A Better Leader/CEO

Carm Capriotto: Automotive Aftermarket Professional — Wed, 29 Nov 2017 05:15:04 -0400

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Joe Valind is from Auto Safety Center in West Bend, Wisconsin. As a high school senior Joe got his first automotive mechanic job in September 1995 through his high school co-op program. As the Lord’s providence would have it, the placement was with Roger Berth at the Auto Safety Center. (The shop he owns today)

Joe’s shop has 9 bays, 5 lifts, 3 technicians and specializes in Honda/Acura, Toyota/Lexus, however, services most makes and models. Listen to Joe’s Episodes HERE.

BOOKS DISCUSSED IN THE EPISODE

Jude Larson

The Power of Vulnerability by Brene Brown
If How Too’s Were Enough We Would All Be Skinny, Rich And Happy by Brian Klemmer
Leadership and Self Deception – The Arbinger Institute

Joe Valind

The 21 Irrefutable Laws of Leadership by John Maxwell
Entreleadership by Dave Ramsey
Extreme Ownership How US Navy Seals Lead and Win by Jocko Willink and Leif Babin

Joe Hanson

The Compound Effect by Darren Hardy
Personality Plus – How to Understand Others by Understanding Yourself by Florence Littauer
The Greatest Miracle in the World – YOU! By OG Mandino

Bonus books not discussed in the episode from Jude Larson

80/20 Sales and Marketing – Perry Marshall
Emotional Intellegence 2.0 – Travis Bradberry
The Flip Side – Flip Flippen
Getting Things Done – David Allen
Work the System – Sam Carpenter

Resources:

Link to ‘Books Page’ to see the books mentioned or discussed on the podcast.

Be socially involved and in touch with the show:

Facebook Twitter Linked In Email

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 042: Impacting a Difference For Those Struggling For Success

Carm Capriotto: Automotive Aftermarket Professional — Wed, 22 Nov 2017 05:35:07 -0400

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Frank Luetz from Desert Car Care in Chandler, AZ

Frank is an industry leader in ASA Nationally and through his local chapter. Frank is spreading the value story of the industry through his weekly radio ‘call-in show’ called ‘Wrench Nation’. In Frank’s marketing strategy he also does email marketing, TV, radio and billboards. He also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures. Desert Car Care has been recognized as the 2016 Small Business of the Year from the Chandler Chamber along with these other honors:

2015 2016 Ranking Arizona Top 10 Auto Repair
2012 2013 Angies List Super Service Award
2013 BBB Ethics Award Nominee
2012 Phoenix Business Journal Best Places To Work Winner

Listen to Frank in these podcast episodes HERE.

William J. DeBoer (Bill Jr.) is Co-owner and Vice President of DeBoer’s Auto Sales & Service. Bill has been responsible for bringing innovations in daily operations to the full-service, high-tech auto repair facility for 20+ years. Bill was able to fuse his passions for technology and cars with a Certificate in Automotive Technology, followed by a B.S. in Business Management from Penn State.

He joined his family business, founded by his father three decades ago, shortly after. Today, Bill runs business development, sales, customer services, process improvement, human resources, and technician education programs.

Bill is an Accredited Automotive Manager from the Automotive Management Institute as well as a CERTIFIED MASTER DEALER® from the National Independent Automobile Dealers Association. His National Institute for Automotive Service Excellence (ASE) credentials includes: Master Technician, L1 Advanced Engine Performance, P2 Parts Specialist, and X1 Undercar Specialist. Listen to Bill’s podcast episodes HERE.

Scott Waddle opened Precision Auto Service in Langley, British Columbia in 1997 and it wasn’t long until he realized that running a business, was nothing like fixing cars. He started taking business management courses at a regular pace and the rest is history. Their tagline is: “Where we worry about your car, so you don’t have to!®” They believe it is their responsibility to keep their clients safe and reliable on the road. Scott is building a brand-new facility. Listen to Scott’s podcast episodes HERE.

Talking points:

We are getting more from each other through golden nuggets as we meet one-on-one.
If you have a blister you need to find a solution and align yourself for help.
Find help with this podcast, reading and in social networking groups.
How does one become the CEO of their business when you need to know HR, Finance, Operations, Accounting, Technology, Culture, and Leadership among others. You are not built for expertise in every area of responsibility. It is OK to get help.
Business coaches, twenty groups, local business groups are all places to find answers and improve your success.
Local peer to peer networks are important.
Ego can be part of the solution. You must ask for help. Most everyone has gone through the challenge of building a successful business.
At the street level, we can do a better job of supporting each other.
We must do a better job of listening first. We tend to want to help by talking. You must first start with the end in mind.
Be careful of the sizzle. Be sure you are moving forward with your challenges and not just feeling good because you are listening to solutions. Doing is the big part. Being held accountable is critical.
If you help a peer you’ve got to have the time, let your family know you are going to help someone. ‘You Are Going In’. It takes a time commitment.
Groups like the local business chambers may help you from an outsiders perspective. Well-rounded business acumen is always helpful.
It is rare that other shop owners will call you for help. Reach out. Have coffee.
Strong areas around the country usually have great local association chapters and shop owners that work together to bring in training.
Get involved with a local supplier business management group.
AMi is a very strong option WEBSITE
Find out what you don’t know. Do wide eye research. Keep an open mind. Stop living in the past.
Share your marketing calendar. Get ideas on programs that could be a spark in your business. What you’ve been doing for years may not be working. Get out of your rut.
- Frank is willing to share his marketing calendar. Ask for it @: frank@desertcarcare.com
Seek new ideas in all areas of your business. Rip Off and Duplicate. R & D. Best way to find and implement new ideas.
Scott Waddle is in a local self-directed group. He has a template on how to start a localized group of shop owners to help grow their business. If you have an interest, contact me and I’ll connect you with Scott:. carm@remarkableresutls.biz
- You have to want to be a part of the group, if not it is just social and you will not receive any benefit.
- You get voted in if there is a two-way learning opportunity.
Get help before you bury yourself in loans to sustain your business.
Downgrade the ego to uplift the spirit.
- You may need to get back to basics and find your start-up energy and spirit.
- Some owners carry the weight of business sustaining debt and they lose their focus.
Find training events at remarkableresults.biz/events.
It takes courage. We all want to help.
Too much technology coming a well-run business can deal with all types of opportunities and challenges.
The collective mind is so powerful. Use it.
Get your suppliers to help spread the caring network.
Courage will help you get what you need to be more successful.
Let’s look out for each other.

Be socially involved and in touch with the show:
Facebook Twitter Linked In Email

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 041: The Value of Knowing Your Customers Observable Behavior (DISC) | AMi Credit

Carm Capriotto: Automotive Aftermarket Professional — Wed, 15 Nov 2017 05:43:17 -0400

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

The only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process.

In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of course work in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management.Kim and Rob are proud parents of two amazing young-adult children. Their son Jacob recently graduated from The University of Tennessee in Knoxville with a degree in Accounting and just two months ago, he married his beautiful high school sweetheart Nicole. Their daughter Ema is a Political Science and Pre-law student at Vanderbilt University in Nashville, Tennessee. Listen to Kim’s Episodes HERE.

Shari Pheasant is “The Queen of Horse Power” is a DISC Certified Master Behavior Analyst, Entrepreneur, Speaker, Business Innovator, and Coach. She recently returned from a book tour for her book “25 Car Care Tips For Women” that made it to Amazon’s International Best Seller List June 2017! She is a member of Women in Auto Care and owns a service shop with her husband Jeff. Shari is the recipient of the Business Innovator Award at the Business Expert Forum at Harvard in July 2017. She is the creator of Driven from Within, Horse Powered, and Barn Boot Camp; three programs that develop human capital potential for business teams and individuals. Listen to Shari’s Episodes HERE.

Episode Talking Points:

NOTICE: Do not get hung up on the Acronyms, Lingo or Labels discussed here. Understanding observable behaviors will make you a better salesperson, leader, spouse, and friend.
DISC is a universal language of observable human behavior.
There are four basic behavior styles.
- We all have at least a small portion of each – usually.
- One style is our go-to or prominent style.
- You can have a blend of styles with cross-influence.
DISC is a segmented:
- D characterize’s Dominant traits (Commander, Director).
- I characterize’s an Influencer trait (Expresser, Socializer).
- S characterize’s a person who is Steady. (A Relator, Reflector).
- C characterize’s Conformity (An Achiever a Thinker).
Know your own DISC style.
DISC is a tool for today’s marketplace.
You need to have your customers conversation with then not yours.
- Communicate with others the way they want to be communicated with.
  - Know their DISC profile.
  - Easy to do with observable behaviors.
Can also be used for hiring practices to integrate an individual into the team that has the tendencies for the growth of the team.
Service advisors will value understanding how DISC integrates with their relationship building.
- There are styles that are more suited to be at the front desk, in the shop and at the parts counter.
The cars they drive tell a lot about the customer.
- If it is another family members vehicle, listen to them; are they complaining/apologizing for it being a mess? Are they frustrated that the vehicle isn’t maintained properly?
- These are all clues to their strongest behavioral style.
DISC is the beginning of the five behavioral sciences.
- Driving Forces (Why you do what you do).
- EQ (Emotional Quotient).
- Competencies (Superior Trait Make-Up of an Individual).
- Acumen (How you see the world & how you see yourself in the world).
Communication is 80% of misunderstanding and misdirected teams at work.
You must learn to communicate in the way your client, direct report or peer will hear it.
How we communicate has to do with the meaning of words.
Know your perceptions. We see ourselves a certain way and others see us differently.
- Others don’t know us like we do.
Look to yourself first. Understand yourself first. Then understand others.
It is so important to know who you are so with every interaction you understand how you receive the information and how you need to communicate.
We all have traits of the behavior spectrum. So are more prominent than others.

Jeremy O’Neal’s Site HERE. Listen to the episode to understand his offer.

Download for Carm Capriotto’s Chart on How To Communicate With the Four Basic Types HERE.

Download of Shari Pheasant Handout HERE.

Tony Robins Site Mentioned HERE.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 040: The Extreme Value in Doing a SWOT On Your Business

Carm Capriotto: Automotive Aftermarket Professional — Wed, 08 Nov 2017 17:51:26 -0400

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Aspen Auto Clinic
Transformers Mastermind

Their 4 bays, 4 techs, and one service advisor shop is successful because as husband and wife Maryanne and Tony work at their roles and have abundant trust in each other.

Maryann is also a member of Women in Auto Care and owns smallbizvantage.com. Hear Maryann in her previous episodes HERE. A link to a SWOT resource mentioned by Maryann HERE.

Murray has done extensive research into human potential and has the ability to synthesize this material and make it practical to apply. His favorite moment is when a client says, “I get it!” or “I did it!” He is known as an implementation coach. For the last 10 years, he has been the senior trainer, coach, and facilitator for a major automotive training company in Canada, and worked part-time in the USA as his schedule allows. Murray has worked with hundreds of shops and shop owners helping them to be more profitable and reduce their stress levels. Listen to Murray’s episodes HERE.

Freedom Consulting and Training

DOWNLOAD SWOT GRAPHIC HERE.

Talking points:

Be honest and real.
Be constructive while truth-telling.
Put your feet in someone else’s shoes.
Be open-minded and think outside the box.
Learn to control the things you can control and not worry about the ones you can’t
The owner should not lead a company SWOT with his team. Find a facilitator, independent of your business. (A business coach)
- Attempt to get an independent facilitator to pull the best thoughts from your people.
A SWOT is an analysis tool.
SWOT sounds complicated but is easy and FUN to do.
If the owner does a SWOT by themselves, it is only their perspective only their version.
Buy in from the team gets them to support any action plan that comes from the exercise.
The owner must be ready to react to the results of the SWOT.
Strengths:
- What do we do well?
- What advantages do we have?
- What are our resources and assets?
- What do others acknowledge as strengths of our organization?
Weaknesses:
- What could we do better?
- Where are we at risk?
Opportunities:
- What do we know about but have not been able to try?
- Are there any new frontiers that we can explore?
- You can see trends in the industry so you can become proactive.
Threats:
- Are any of our weaknesses likely to make us vulnerable?
- What outside issues beyond our control or within, block our progress?
- Are other like organizations doing anything different?
- Are there any big changes in our demographics or industry?
A SWOT can show you where you position is in the marketplace.
Ego starts out as Pride. Leadership training is a must.
- John Maxwell books:
  - Developing the Leader Within You
  - The 21 Irrefutable Laws of Leadership
- Your business is only going to grow based on your ability to lead it.
  - You must improve your skills as a leader?
- The most successful have help. They get an outside perspective.
- Leaders must be in the crow’s nest watching where the business is going.
- You don’t just find leaders in the CEO position, you find them at all levels and areas of the business.
The SWOT boxes can be mirror images of each other.
You cannot plan results you can only plan actions.
SOAR
- Situation
- Outcome you will want. Realistic.
- Actions that you need to do.
- Results. Measures.
You cannot reach results without the proper behavior.
Celebrate your wins.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 039: Eight Ways To Recruit and Build Your Team | AMi Credit

Carm Capriotto: Automotive Aftermarket Professional — Wed, 01 Nov 2017 04:30:37 -0400

Helping automotive aftermarket professionals improve; one lesson at a time.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

The only weekly forum for aftermarket professionals bringing fresh and innovative discussion to inspire and grow individuals and companies.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

The Academy Panel:

Kevin Vaught is an Elite Worldwide Business Development Coach.

After starting his work in the industry at age 15, Kevin opened his own shop by the time he was 22! His shop, AutoTire Car Care Center, was an immediate success and Kevin was able to open up 4 locations over the next 15 years.

One of the reasons Kevin was a success as a shop owner was because he understood the importance of his people and his processes. He believed that he couldn’t provide great external customer service without first providing great internal customer service (to his employees) and that hiring the right people, giving them the tools, systems, and procedures that they needed, and then getting out of their way would be a huge key to his success. This business philosophy certainly paid off, as Kevin’s business has been featured in several trade publications over the years.

Kevin received ASE certification, as well as an AS degree in Business Administration while he was running his shops.

He served on several Supplier Dealer and Advisory Councils. He has 43 years of industry experience and was a highly profitable multiple location owner-operator for over 30 years. He sold his company so he could focus on another one of his passions; helping other shop owners build more profitable businesses.

Ryan Blair is owner of Blair Automotive and BMP Tuning in Dallas Texas. Blair Automotive is a 20,000 square foot, state of the art, Audi and VW service and performance facility. BMP Tuning is a leading nationwide European aftermarket parts distribution business and E-commerce platform. Ryan has 10 years of dealership experience as a Master Guild Audi Technician. Ryan won the Audi Twin Cup National Technician challenge.

Ryan has taken the amenities, employees, and equipment from the dealership and made them available in an independent environment.

Robert Sexton is the General Manager of First Tire and Automotive, a chain of four automotive repair shops located in the greater Houston region. He has worked in the aftermarket automotive industry since 1983 when he first started as an attendant in a full-service gas station. Robert has held positions as general service, service advisor, service manager, manager, and business manager during his automotive career. He has succeeded through the evolution of the automotive industry and its many challenges. As a member of the Elite Automotive consulting group, he has learned from the best in the industry how to thrive in today’s complicated retail market. Robert attended the University of Houston for Business Administration. He is married with two children attending Texas A&M University.

Talking points:

Recruiting is an ongoing active responsibility. Everyday. Building your pipeline of quality and qualified candidates is an ongoing job.
Recruiting takes goals and a plan.
What is important to your recruit.
- Your opportunity.
- Growing their career.
- Stability, benefits.
Your own people will tell you what they appreciate about your business including your benefits program. It is important that you tell your recruit about what your team values about your business. Morale, Culture, Training, Team. Etc.
Host training seminars at your facility. This will bring in potential recruits to see your business.
- They will be curious because they hear a lot of good about your business.
Never ask people if they know someone looking for a job. You must tell people you are looking for superstars.
Segment your interviews via a grading system. (Could be A, B, C)
- Some B techs that you interviewed a few years ago may be an A tech today.
- As your recruit is grooming at another shop they are growing and grooming.
Recruiting is the long game as you wait for the right person and right opportunity
Your superstars take pride in what they do and want to work for a shop that has a high reputation.
You must network with other shops in your market.
- Never bad mouth other shops.
- Work with them in your market to help each other to improve the image and quality of our work in the industry.
Using Facebook to recruit and now Instagram helps you connect with your friends, your clients and your potential recruits.
- Ryan Blair likes people to follow his business page and his personal page.
- It helps customers and recruits to see what kind of person you are.
- You can learn about them so you have conversation starters.
- A great platform to interact with. It brings transparency to the relationship.
You must know your WHY, because your younger recruits will want to know it. They want to know about the business and your purpose.
You’ve got to invest time into recruiting; sometimes money (time is money). You may need to buy lunches, dinners and even a bounty program. Resources need to be allocated.
- You may need to spend some money on Facebook to recruit through an ad.
In direct mail, include a starburst that you are looking for superstars.
Great people in the right spot makes the difference in a high culture business that is profitable and well run.
- Recruiting for talent is no different than marketing for customers. Your payoff may pay off down the road. If you get no initial results it doesn’t mean it did not work.
Go to technician seminars and pass out cards.
Recruiting is a perpetual duty.
- How bad do you want to fill your pipeline?
Speak at automotive technology colleges.
- Speak to parent’s groups about the automotive
- Look for all opportunities to grow potential relationships.
- Talk to the top 1% of the students at these institutes. Get to know them.
- Bring young people under your wing with a mentor program.
Kevin says that at Elite Worldwide they always look for attitude, aptitude, and ethics in hiring people and building a team.
Recruitment is a long game.
Recruiting through dealership parts counters works. They know their best people.
Don’t think you can’t recruit from dealerships. Some dealership people may see earning a little less but getting a better work-life balance is very important to them. Never assume it is all about the money.
Share your business plan not only with your people but with a potential recruit. Show them how they fit in it.
- They can learn how they fit and see the culture.
- This is the transparency that recruits want to see.
Some of your best team members can be recruited by your best team members.
Superstars recruit superstars.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 038: Is the Goal to Bring Cars Into the Bay or Clients Into the Business?

Carm Capriotto: Automotive Aftermarket Professional — Wed, 25 Oct 2017 04:36:58 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Greg Buckley is the Owner of Owner of the 50 + year young Buckley Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development group , and is involved as an advisory board member of Kukui, along with AutoVitals. You can hear Greg’s episodes HERE.
Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation.With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop, Freedom Automotive in Hesperia, CA. You can hear Jeremy’s Episodes HERE.
Jason Malo has a great story to tell about how he became an entrepreneur. Jason, vice-president, and his brother Luke own Advanced Automotive Performance in Uxbridge, MA. Jason worked at his uncle’s dealership and had his eye on the GM position; it was out of reach. His brother Luke was working as a technician at a repair shop and Luke wanted to start his own business.Besides general repairs, Advanced Automotive Performance specializes in light-duty trucks diesel trucks, fleets and European vehicles.To get business savvy, Jason and Luke took a class called The Streetwise MBA. They needed to learn about business principles, so they could apply them to their business. Jason highly recommends the class. Tech’s that do not know anything about business and who want to start a business must get business training. This was an important step in their entrepreneurial journey. It is the classic E-Myth story. You can hear Jason’s episode HERE.

Talking Points:

A slump in sales usually precludes a reduction in car count.
The culture of the shop creates the clients.
- Need cars to get the clients.
- You must transcend your purpose throughout the entire organization.
The shop owner, is the CEO of the business, is responsible for the marketing, for attracting customers to the shop.
- Is your shop attractive from curb to counter?
- Do you talk their language, not at them?
Windows of opportunities
- Social, postcards, community
  - Facebook is a primary driver for new client acquisition
- If the community needs it and can I supply it.
  - Helps bring in client base.
- Have a deep conversation with the customer on their plans for their vehicle.
  - The shop can help with a great maintenance program to get 250K miles out of your customer’s vehicle.
Move from transaction to relationship
- Engagement
  - How is your customer’s experience?
    - Will it lead to the relationship?
  - Does the customer qualify for a relationship?
  - Does the customer see she is a priority?
- Not everyone who comes in the door will become a client.
- Everyone who answers the phone has a role in building that relationship
Future technology will minimize the number of calls that come in the shop
- All the answers will be on the smartphone as the future unfolds.
“I thought I only had to fix cars to be successful”
- Your job is not in the bays but working on the business setting the vision and goals and building a strong team. Among other CEO duties.
Do not see the vehicle without seeing the customer. It must be personal.
- The person behind the car is the most important piece of the relationship
- Build a story into the repair so the techs best understand the personal aspect of the transaction
We do not utilize our two eyes and two ears enough
- Many visual opportunities tell a lot about the client.
- Messy car, worn brake pedal as examples can tell a lot about the client and their life.
Many disruptions in the industry.
- Many businesses are gone because they didn’t react quick enough or pay attention
  - Blockbuster, Kodak, Myspace
- Other services are going to be important as all-electric and AV’s grow in influence.
- Look for other services and opportunities that can build on that relationship.
- Professionals are evolving
There are plenty of cars to repair.
- You could not handle 10% of your market penetration.
- You must work hard to get the customer. Show up every day with your boots on and sift through the rough to find the diamonds.
Maximize your staff’s training and extract their intelligence to move into other markets.
Will specialization help client growth?
- Specialization can challenge a relationship where a client has multi-brands in their family unit.
- Would a business model that rents out a bay space to a specialist be effective?
- Move to the client experience.
Build clients not transactions.
Not enough cars can be the kiss of death but too many cars can be a cultural breakthrough that can help you dominate the market in the future.
- Your marketing can bring in a top client.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 037: Multiple Labor Rates & Matrix Parts Margins in your SMS

Carm Capriotto: Automotive Aftermarket Professional — Wed, 18 Oct 2017 04:41:58 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Maylan Newton from ESI – Educational Seminars Institute is a business coach and trainer. Maylan is no stranger to the power of the customer as he speaks and trains on Professional Business Development, Service Writers School of America and In Shop Training and Support. He is an approved AMI Trainer.

He is a much sought our speaker at industry events. Maylan is no stranger to the podcast having paid it forward in episodes … 108 and 140 and on Town Hall Academy’s 14 on Customer Retention and in Academy 25 on Disaster Planning and in Academy 30 on Why Labor Rates Need To Increase.

John Francis has over 50 years of industry experience and has owned and operated Francis Automotive Services Inc. in West Chester, PA, for more than 35 years. John’s most important business philosophy as a shop owner is to “be honest, speak from your heart, and always be authentic”, so it’s no mystery why he’s been so successful.

William J. DeBoer (Bill Jr.) is Co-owner and Vice President at DeBoer’s Auto Sales & Service.Bill has been responsible for bringing innovations in daily operations to the full-service, high-tech auto repair facility for 20+ years. Bill was able to fuse his passions for technology and cars with a Certificate in Automotive Technology, followed by a B.S. in Business Management from Penn State.

Bill is an Accredited Automotive Manager from the Automotive Management Institute as well as a CERTIFIED MASTER DEALER® from the National Independent Automobile Dealers Association. His National Institute for Automotive Service Excellence (ASE) credentials include: Master Technician, L1 Advanced Engine Performance, P2 Parts Specialist, and X1 Undercar Specialist. Listen to Bill in Episode 185.

Talking Points:

These are opinions not rule for setting labor rates or parts margins.

Multiple Labor Rates can make a shop competitive depending on jobs. A base brake job would have a different rate than diag work.
- Fleet work can have special rate or discount so SMS manages
  - Could be based on GVW.
- Discounts can have a discount based on specific customer
- Diagnostic rate. Your most expensive technician using the most expensive tools with the most training.
Knowing your effective labor rate lends your true labor rate.
- Jobs creates in SMS can reflect different labor charges by job
Once size pricing may not work anymore.
Key to understanding your current margins is you must have your actual cost of labor and parts reflected accurately in your Shop Management System.
You set you hourly rate on your cost of doing business. Never set it based on your competitor.
If the industry stopped quoting over the phone and quoting labor hour price we would be better off. You never ask your cardiologist what his labor rate is.
Every car is different. Some have rust. We should consider the condition of the car. Every vehicle should be charged what time is invested in it. Yet the Flat Rate labor program is the standard bearer. You must add a cushion when you are dealing with a northern vehicle that has rust.
Panel believes that on third of shop owners are using their SMS to its fullest capabilities.
If an average shop 0owner billed a 1/1oth of an hour it would bring a big number to the company. Use your SMS correctly, estimating properly and mark-up book time. Many ways to improve.
Bill DeBoer is quoting a complete job.
It is easy to set up parts matrixes.
- Find article from Bill Haas from Ratchet and Wrench to explain the proper use of the parts matrixes.
Power of SMS are not being valued because information and training is not strong enough. This is not saying the entire industry or companies, but it is a problem why SMS’s are not being utilized in a more comprehensive way.
Parts Matrix’s can vary depending on where you acquire the part. Ideas can be:
- WD/Jobber
- Dealer
- First Call
A big fear in our industry is we fear someone questioning our price. We need to be proud of why and what we do.
Become the CEO of your company and you’ll start to see the differences in your sales, costs and profits when you pay attention to what the CEO must do for the company.
Parts margins may change in the future.
- We may have to lower our margins on parts and increase on labor because of the changing business models and transparency of pricing.
Total ticket margin is important because of the market changes.
You must know your effective labor rate. Know your numbers
Your SMS is a huge partner in your margins and profit of your company.
Implement what you learn so you can move your business forward.
We must understand the value we do for our customer.
Transparent pricing can be a pushback because it so easy to find the cost of the part that was installed on a vehicle.
Never seen a shop go out of business if his labor price was too high. A quote from Cecil Bullard.
The foundation of our businesses must be on relationships and trust.
We must be paid for the knowledge we have.
- Many in our industry are underpaid for what we do. Everyone.
We must add value to every transaction and relationship.
- Get paid for what you know and what you do.

Link to Go Fund Me Page for Shop Owners Who Lost Their Business in the California Fires in October 2017

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 036: Ten Reasons For Buying Technician Tools

Carm Capriotto: Automotive Aftermarket Professional — Mon, 09 Oct 2017 18:24:31 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Pete Rudloff is a national automotive instructor/advisor, nationally published technical writer and owner of Pete’s Garage Inc. in Newark, DE. Pete has a passion for training and created the Delaware training Group to bring technicians together in an environment that fosters learning. Pete’s Garage has a reputation as friend to the general auto repair shops with local shops calling themselves customers. Pete’s Garage is known for fixing difficult to fix cars and has grown more into a diagnostic destination than a maintenance shop. Pete had been featured in episode 123, 226 and Academy 018.

John Bridgwater and his wife own Wright’s Automotive Service in San Leandro, CA. John started to earn his ASE certifications early on and began networking with other technicians and shop owners. John was honored among eleven others as an Auto Care/ASE World Technician in 2015. In order to be considered for this award, you must hold at least 22 ASE certifications. John currently has 49 certifications and he is working on the 50th.John Bridgwater has a very interesting story on his rise to shop ownership. He started in 1987 and became a shop owner in January 2015. John actually was recruited by a shop in the bay area that he and his wife eventually purchased. He waited a long time for the right opportunity. Listen to John’s episode 117 and the Academy #35 on Supplier Loyalty- The Service Professional Perspective.

Matthew Skundrich Started working at a shop 11 years ago to help pay his way thru college. After finishing his degree in Biblical Studies, he never left the automotive world. Matthew started Mobile Advanced Diagnostics & Programming 2.5 years ago. As a diagnostician, he often tells people that he is a professional button pusher.

Helping automotive aftermarket professionals improve; one lesson at a time.

Talking Points:

Making employees supply tools is an outdated tradition, based on poor understanding of economics and is commonplace for all the wrong reasons.
FACT: Shop owners are already paying for their employee tools, and at a super inflated premium with a ton of interest to boot.
Pete does buy his technicians tools.
In California, you are required to pay double the minimum wage if the tech provides his own tools. For John Bridgwater when the minimum goes to $15/hour, $30/hour will be a challenge for a start-up tech.
There is a lot of ideas on how to approach this. A few hybrid ideas discussed.
In Pete’s shop, not everyone has a GM water pump socket or a Honda balancer pulley holder. These are tools that are not needed every day.
- They have extra sets
- For the right tech, he would make an exception. If the fit was right.
John Bridgwater would not have a problem dropping $10,000 in a small box for a tech.
Widens the pool of available candidates; including allowing auto shops to pull talent from other trades as well as drawing young sharp greenhorns into the trade. There are some very intelligent folks in other trades that could be repurposed as auto technicians with very little training. A major factor blocking this talent from flowing into our trade is the investment of tooling to get started.
- If you work on aircraft, forklifts, big generators you can fix cars.
  - Having tools for your tech expands the overall search spectrum to find special talent.
- Other trades are shopping our trade.
- The knowledge base for our trade is electronics, fluid dynamics, and engineering.
Tools can lock a tech in until this concept catches on.
When the debt of the tool truck is lifted you get a better team member.
When the shop provides all the specialty tools you need to have them cataloged so everyone knows where they are located to not waste time finding the special tools.
- Number drawers and shelves and reference a list
Specialty tools is a good way to Segway into providing all tools.
- Multiple scan tools, a scope, multi-meters are a good start.
Improving shop efficacy, assign each tech a rolling cart with all the basics and then all special tools reside in a master cabinet. Every tech is similarly equipped and no more time wasted on the tool truck
A side-work discussion
- Can and will devalue the market.
- You are devaluing your knowledge or skill to the market.
- We may need the money to pay the tool bill and to have cash.
- You need to budget and live within your means.
- A lot of side work is to help people who cannot afford. Matt Skundrich like to help single moms with their transportation but disagrees with doing side work every moment a tech is at home.
- 75% of techs in the industry are doing side work.
  - They have the skill and the time to do it.
  - The buddy network is alive and well to help friends.
  - Work-life balance is important to families today.
  - Pete used side work to help create his business. It is tough not to.
    - Being a dad and a husband is now important to him.
    - As long as your work does not affect my shop.
It takes more than money to retain your team.
- Tools and equipment.
  - Once the rest of the industry catches up this will not be that big of an attraction.
- 401K, Health Benefits.
- Holidays, Lunches.
Tools must be on a personal budget.
- The wife needs to be your partner.
- Start learning how to pay cash for your tools
What is in the best interest for your shop will guide how you tackle this tactic.

Link to Pete Rudloff’s Article in AutoInc Magazine

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 035: Supplier Loyalty- The Service Professional Perspective

Carm Capriotto: Automotive Aftermarket Professional — Wed, 04 Oct 2017 04:24:14 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Bill has been a big contributor to the podcast and he currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill in episode 39, 69, 100, 200, 118, and 226. Also hear Bill in Town Hall Academy 29 – Are We Too Dependent on Being Independent?, and Academy #12 What Keeps You Up at Night, and Academy #6 Managing a Negative On-Line Review

John Eppstein is the owner of John’s Automotive Care in San Diego, CA since 1998, admits he was a better tech than a businessman but did something about it. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year. Hear John in our one on one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor.

John Bridgwater has a very interesting story on his rise to shop ownership. He started in 1987 and became a shop owner in January 2015. John actually was recruited by a shop in the bay area that he and his wife eventually purchased. He waited a long time for the right opportunity. Listen to John’s episode 117.

Talking points:

From Simon Sinek:
Loyalty is when people are willing to turn down a better product or a better price to continue doing business with you. Loyal customers often don’t even bother to research the competition or entertain other options.
Bill Nalu, John Bridgwater and John Eppstein have a strong first call relationship.
The service professional wants a strong e-commerce system but still need a good person on the phone for some tough situations.
- They do talk to someone when there is a problem with availability or delivery times.
Warranty is important.
- John Bridgwater funds his own warranty so the brand and type of parts he uses are important.
We need to get more product features and benefits from our manufactures to give great insights to the customer to let them know why we use certain products.
Reward your suppliers who regard your business by showing you they care every day.
Service professionals are proud to have high labor rates yet know that they are the best price in town because they repair the vehicle right the first time and install top quality parts.
These service professionals are extending their warranties and do appreciate any help they can get for their customer.
What is in the best interest of the customer will dictate if the shop will use a brand or a second line.
Delivery Service. Some suppliers have used an Amazon driver. Uber is an option.
- Suppliers should consider hiring on demand for deliveries.
- We are in a race for time.
  - We want to explain the ‘Why Much’ and ‘How Much’ we need for service.
- We are in a race to supply as much value to our customer as possible and need the support of the supplier to get this done.
Suppliers see a much larger view of the service professionals needs, therefore should bring solutions.
You’ve got to sit with your supplier and understand their wants and needs. In a good partnership, support travels both ways.
Trust is the genesis of the relationship.
We must embrace the suppliers and manufacturers that are taking care of the service professional.
Suppliers that support the needs and success of their customers will win in the long run.
- The service professional needs to support the supplier that care about giving them support beyond product and service.
We need to bring a friend to all supplier training. The top tier continues to learn. The next level must embrace learning and support.
We talked about Amazon.
- Could they elevate the industry and bring referrals to shops?
  - Everyone is chasing price so this may not happen if the consumer feels they know exactly what they need. Who is telling them this?
A business model consideration is to sell parts at cost and make it on labor.
- This takes the price transparency out of the equation.
Would you change your supplier?
- These relationships are like a marriage. Except that there are always rough spots.
- Yes, if they do not respond to issues that never get solved.
- Yes, if communication breaks down consistently.
- If you have the number of the CEO or any manager level person along with the store manager. You should be able to explain issues and needs.
- If they don’t suit your needs. Sometimes you change friends when things change.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 034: Nine Tips For a Better Work Life Balance

Carm Capriotto: Automotive Aftermarket Professional — Wed, 27 Sep 2017 04:24:34 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Greg Skolnik is owner at Motor Works, Inc. in Rockville, MD. He is certified as a Master Automobile Technician and holds the prestigious L-1 advanced engine performance and emission analysis certification. Greg also received his (AMAM) degree from the Automotive Management Institute. Listen to Greg’s episodes 46, 63 and 69 (E-Myth) and Academy Improving Customer Loyalty, Academy Getting Things Done.

Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry in Episode 35, Episode 69 (E-Myth) and the 100^th retrospective.

Joe’s shop has 9 bays, 5 lifts, 3 technicians and specializes in Honda/Acura, Toyota/Lexus, however, services most makes and models. Listen to Joe in Episode 67 and 73.

Talking Points:

If you want Work-Life Balance, first, you have to BELIEVE that it’s possible. Once you believe that it’s possible, you must DECIDE that is what you want and set your INTENTION to make it so. Then design your life around it.
- You must schedule your time on a calendar
Balance is important because you don’t want to be the richest guy in the graveyard. In other words… how much is enough?
- Commit to doing good things for yourself… hiking, swimming, biking, NOT smoking, etc.
Purpose: Knowing your purpose allows you to delegate.
- Do your job and do it well. – Bill Belichick
Priority- “Our actions display our priorities regardless of what we say.”
- Good is the enemy of great. Jim Collins
Pay attention to your spouse and children. Use reminders each week to stay on top of your family commitments.
- We all know somebody who has lost their relationship to the inevitable “rub” between your responsibilities as a business owner and as a father/spouse.
- In some cases, the business becomes “the other woman”.
Greg Skolnik plans 12 key areas of his life every Monday morning so he can give attention to them each week.
You get to start over tomorrow morning.
‘Teach your people to fish and they can feed themselves for the rest of their life.’
Plan: Preparing your day makes it productive.
- Create a task list.
- OK if you don’t get everything done.
- OK to add to list during the day.
- Review your accomplishments at the end of the day.
Be in the present, 100%.
- Be in the moment.
- When you are at work, be at work.
- When you are with your spouse, be with your spouse.
- When you are with your kids, be with your kids.
- Those are unwritten “laws” that should never be compromised.
Jerry Kezhaya’s Five Fs: “Faith, Family, Fitness, Finances, Fun”
Give yourself 90 minutes. Get out of the shop. Turn off your phone. Go to the library and spend ninety minutes of pure productive time. (Jerry Kezhaya). Compare the productivity at the library vs your workplace and see who is stealing your time.
- Swim laps, walk in the woods (get tree energy), get exercise and find your quiet moment. (Greg Skolnik)
Understanding of your place (your shop’s culture) and how it relates to your client’s extended family circle.
We might never realize how important you were to a client until you hear about it at their eulogy.
Do not have the Messiah complex that makes you the most important part of your business.
- Resolve to find freedom.
- Systems and processes will sustain the business without you.
- Many started their freedom because they wanted freedom.
  - It became a jail.
- Acknowledge your level of spirituality, why you are where you are and do what you do every day.
Books Mentioned:
- The E-Myth Revisited from Michael Gerber
- The 21 Irrefutable Laws of Leadership from John Maxwell
A powerful story from Jerry Kezhaya on coloring 2,500 Merlin drawings and how every version was different. That proved to Jerry that there are 2,500 different ways to color a drawing and that there are countless solutions to everyday problems.
4 day work week? How? Just do it. (Greg Skolnik’s business is open 4 days a week)
Make the choice what you are going to be. Be the master of your business. Be the master of your family when you are with them.
No one has ever said from their deathbed that they spent more time at work.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 033: The Competition You Don’t See Coming – ASA-CARS @ AAPEX 2017

Carm Capriotto: Automotive Aftermarket Professional — Wed, 20 Sep 2017 04:37:35 -0400

Register for CARS @ AAPEX 2017 HERE.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Check out his management videos for CARS Magazine. Episode 49, 200, 208 and Town Hall: Preparing Your Business for Sale or Succession & What Keeps You Up At Night

Donny Seyfer, AMAM is a second-generation repair shop owner and ASE Master Technician. An active industry educator Donny is past chairman of ASA, the Automotive Service Association, and works nationally to help repair shops with IT and service information utilization.

Donny is also a member of the board of trustees of NATEF, a board member of NASTF and a trustee of Ami.

E 30 (ASA) and E33 and a Town Hall Academy on Lean Processes, and an Academy on Connected CARS Detroit.

Talking Points:

Register for ASA CARS at ASA-CARS.COM
- Business management training at a higher level than ever done before.
What is the problem?
- Consider the business models that are coming as a result of consolidation and the OE arena trends.
Shop owners must know their numbers and where they’ve come from and where they are going.
What should you be focusing on in your business?
- We have to rev up our business model.
- You need solid solutions to guide you to where you are going.
Too many shop owners are watching sales.
We must be concerned with the image of the industry.
Be aware of the changes in your marketplace.
Will our business model include telematics (remote vehicle data)?
We need to provide insights to our customer on their vehicle technology, repair and maintenance.
Get the message to the consumer that you are very qualified to repair their car. Not everyone with a lift is qualified to repair the state of the art vehicles today.
- The shop owner needs to tell the story on their capabilities.
The service advisor does not necessarily need to know supreme information on the tech side of the vehicle; but they need to have people skills.
This session of CARS @ AAPEX 2017 will take a deep dive into the future of the industry.
- The focus will be on business development instead of training.
Shop owners today must learn to be an analyst not only on his/her business but others. There is much to learn from all businesses and industries.

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 032: Aftermarket Brakes For Breasts Program – Can One Repair Shop Make a Difference in the Fight Against Breast Cancer? You Bet!!

Carm Capriotto: Automotive Aftermarket Professional — Tue, 12 Sep 2017 20:27:49 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Leigh Anne Best has been the Marketing Director and Customer Experience expert at Mighty Auto Pro for the past 11 years. She is also the Co-Founder of

That’s Right! We’ve Raised a Grand Total of $492,320.70 Since 2011!!

Brakes for Breasts and serves on the Advisory Board of an industry magazine and is on the AAA Approved Auto Repair Advisory Board.

A great feature of Might Auto Pro is a special women’s event that Leigh Anne holds called Women, Wheels & Waffles. These are very popular events. Leigh Ann Episodes E028 on the first Brakes For Breats Interview and THA010 on Women’s Clinics)

Laura Frank left the corporate world in 1995 to raise their two children, and she joined her husband Gerry part-time running their gas station. After the kids were grown she turned into working full-time and the gas station has turned into three successful businesses; Auto Repair Technology, Royal Car Care & Tire Center and Repair Shop Coach. Laura oversees the Accounting and Human Resource Departments and helps implement and develop systems.

Laura is a co-founder of Brakes for Breasts, a grass roots effort that started with 5 shops in one state and has grown to an annual average participation of 150 shops representing over 30 states.

She is very passionate about changing cancer treatment. As of 2016, Brakes for Breasts has raised over $490,000 in support of breast cancer vaccine research.

Dr. Vincent K. Tuohy is a Professor of Molecular Medicine at the Cleveland Clinic Lerner College of Medicine of Case Western Reserve University and is a member of the Staff in the Department of Immunology at the Cleveland Clinic. Dr. Tuohy hails from Brooklyn, NY where he received his Ph.D. in Pathology from SUNY Downstate Medical Center. Dr. Tuohy completed his postdoctoral studies in autoimmunity at the Eunice Kennedy Shriver Center, Waltham, MA, where he developed a novel animal model for multiple sclerosis.

As a Cleveland Clinic immunologist since 1989, Dr. Tuohy characterized several new autoimmune animal models for studying human diseases including sudden deafness, heart failure, cystitis, prostatitis, and ovarian failure. More recently, Dr. Tuohy developed a novel vaccine for preventing triple negative breast cancer and another vaccine for preventing ovarian cancer.

In recognition for his breast cancer vaccine studies, Dr. Tuohy received the F. Mason Sones 2010 Innovator of the Year Award from the Cleveland Clinic as well as the 2010 Excellence in Science Award from the Lerner Research Institute. Dr. Tuohy lives in Broadview Heights, Ohio and treasures the time he spends with his wife Marion and his three children and five grandchildren.

Katie Robinson, along with her husband, Rob, owns Robinson’s Auto Repair. A 7-bay facility located in Akron, OH. Katie has a marketing & accounting background and was previously an accountant prior to opening their auto repair business. Robinson’s Auto is A-rated, and a certified car-fax service shop. Katie is also proud the shop is part of the Brakes for Breasts campaign, which is a cause very personal to her. In Katie’s free time she enjoys reading and wine tasting. She is also an exotic car enthusiast.

Mike Tatitch worked during high school & into his twenties at a local Chevrolet dealer, not in service but in sales! But he got the bug on the service center side of the dealership and decided to branch out on his own.

In February 1984 TMT Automotive was born, in Bremen, IN, with very little money, a loan and a rented building. He also married his wife Serena in that year. Mike says 9-11 and the recession were tough on the business, but they survived and in 2008 he brought son Tony into the business (E231). Mike credits joining a successful training group for helping his business really took off.

Mike says, “Marketing and being involved in great programs like Brakes for Breasts and surrounding ourselves with some of the best of the best people is what continues to make us successful!”

Episode Talking Points:

How Brakes For Breasts got started.
100% of what is raised goes directly to research – 100%.
Results since it’s inception.
- 2011 5 Ohio shops $10,000
- 2012 27 Shops/17 States $32,848
- 2013 66 Shops/27 States $66,499.29
- 2014 142 Shops/29 States $115,236.53
- 2015 174 Shops/ 32 States $141,868.76
- 2016 131 Shops/35 States (most States ever) $125,867.37
Dr. Tuohy’s work on the cancer Vaccine.
How we get our employees and market involved.
Getting your supplier involved in the program.
The “done-for-you” aspect of Brakes for Breasts. Complete marketing materials you can choose to use.
- How we market & get our employees involved
Where is the vaccine now, what is the status?

Please join the Brakes For Breasts Program. It runs in October of every year. Click HERE for the website.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 031: Twelve Tips on Holding GREAT Team Meetings

Carm Capriotto: Automotive Aftermarket Professional — Wed, 06 Sep 2017 04:22:00 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Kim Auernheimer is the Co-Owner of CS Automotive in Brentwood, Tennessee. CS Automotive started in a back warehouse in 2006 now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business, Kim had a career in Real Estate and Commercial Property Management. In July of 2011, she stepped out from the background and joined her husband in the venture of creating an industry-leading, stand out shop on a full-time basis. Listen to Kim in Episode 113.

Tristan Realubit is the owner of Real Autohaus Automotive in Westmont. Il. He is ASE L1, C1, X1, Master Certified Technician and an AMI AAM graduate. He got his start helping his father service cars in a mobile setting. He got his AAS in automotive technology from a local college. Tristan started his business at 19 years old and never looked back. Listen to Tristan in Episode 179 and 200

Scott Waddle opened Precision Auto Service in Langley, British Columbia in 1997 and it wasn’t long until he realized that running a business, was nothing like fixing cars. He started taking business management courses at a regular pace and the rest is history. Their tag line is: “Where we worry about your car, so you don’t have to!®” They believe it is their responsibility to keep their clients safe and reliable on the road. Scott is building a brand-new facility and has been on the podcast in Episode 141.

Talking Points:

Meetings must have a purpose.
Communications is the driving foundation of what meetings are about.
Your team must know how important their presence is in a meeting.
Have a written agenda. Invest time to create quality purposeful content.
- Agenda items can be procedural, safety, equipment maintenance, customer feedback both good and bad and then open discussion.
- Be sure there are assignments to a task and a due date and the follow-through is done. Be sure the expectation is clearly defined.
- Go over ‘old news’. (notes from the previous meeting)
- Let the staff contribute before and during the meeting to agenda items.
To innovate you need to stick stuff up on the wall.
If daily meeting:
- A huddle to discuss what is coming in for the day. Quick to get everyone’s mindset focused. This meeting can be delegated to the service advisor and tech.
If weekly meeting:
- Management meeting:
  - Talk numbers for week prior and goals of the upcoming week.
  - Margins to understand where we stand because of larger jobs that can reduce the margin %
  - Tech productivity
  - Get your issues and frustrations out.
If monthly meeting:
- Discuss, analyze, brainstorm and decide upon critical issues affecting long-term success
If Quarterly meeting:
- Off-site Review. Review strategy, competitive landscape, industry trends, key personnel, team development/
Share the wealth. Don’t hog the meeting.
- Consider leader only talks 30% of the time. Do this by asking questions.
- Expect your people to contribute.
- Remember everyone is different.
  - Assign a note taker
Steer the meeting and develop your people
The Academy panelists businesses would not be as successful if they were not having meetings.
Time of day can vary while considering your peoples personal time is important.
Scott Waddle learned that the leader of the meeting should east first.
- It is tough to eat at the same time as the meeting. Then there is wasted time.
- Either eat before or after the meeting if a meal is served.
Kim uses an answering service to pick up the calls when her business is having a meeting.
- The service will email the staff on the importance of any phone call they have.
Scott likes a casual meeting format and agenda
Kim has a strong format and meeting agenda.
Kim uses Google Keep to share ideas for agenda topics with her team.
Discussing customer reviews and your companies culture is very important in a team meeting.
- Read the reviews verbatim and spend time on the negative ones. Use them as learning opportunities
A good meeting must include praises of a job well done.
Kim talks about “Let out the Dirty Mop Water Time”. Her people feel free and safe to discuss tough subjects
- Tristan believes that some people who would vent their feelings may not know how to do it best.
- Scott’s meetings started because one of his key people had no place to vent. His meetings have no negative vibe, they are always professional.
- Never take it personal unless its personal
Tristan be sure your people know the meeting is for them.
Kim: By creating the culture that we want to hear from everyone, that we are transparent about our success and we are building trust in the organization; meetings help deliver on these factors in growing a great business.

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 030: Nine Reasons Why Labor Rates Need To Increase

Carm Capriotto: Automotive Aftermarket Professional — Wed, 30 Aug 2017 05:00:27 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Matt Fanslow is the diagnostic tech/shop manager for Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose drive-ability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and a trainer.

Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Matt is no stranger to the podcast. Episode 122 on ASE Test Uncovered, 146 (one on one) and two technician roundtables (206 & 230) and in Academy 5 on best training events in 2017.

Talking Points:

Too many shops not making enough money.
A race to the bottom.
Everyone gets what they pay for. Shop owners get the quality they can afford.
Customers get what they pay for based on quality employed at the shop.
There are too many shops. Many not qualified and there are a staggering number of underground shops.
Shop owners are not buying the best parts or buying the best labor and sell it for what it is worth.
We don’t pay a doctor to cut us we pay him for what he knows where to cut us.
Part of setting your hourly rate will be based on your plans for next year. Your investment in technician training is one factor.
- Your rate should be checked quarterly, and at the minimum raised each year at the cost of living.
Be entrepreneurial. You must work on your business, not on cars.
To understand the depth of what it takes to calculate your effective labor rate will engage owners to pay attention to the other critical numbers on the financial statement.
Multiple labor rates are very important.
- If we put our highest paid tech, using our most expensive equipment with expensive information, who is continually training, we need to have a rate for this.
- Because we are spending more on our A Technician the labor rate must be higher because of the size of the investment.
We need to pay for top talent. Average wage for mechanics, according to the federal government, is $36,000
Old fashion, simple way to look at your financial statement distribution:
- 25/25/25/25 Rule of the Auto Repair Dollar. A very simple way to look at
  - 25¢ for parts, 25¢ for expenses, 25¢ for payroll, 25¢ for you.
- Shop owners set their pricing based on the lowest 15% of their customers base. They are catering to the lowest level customers. This should not be a strategy because the other 85% of your customers will pay less and will hurt your profitability.
- People don’t come to us because of price. They come to us for what we do. We tend to undervalue ourselves.
- We need top talent that other industries are looking for.
- We need to sell the hours we have available.
- We need to provide:
  - Improved Working Conditions and Benefits.
  - Investment in Tools, Equipment & Training.
  - Investment in IT/Infrastructure.
  - Investment in our facilities.
- We devalue ourselves by giving away our expertise. Doctors charge for every visit and for every diagnosis.
  - Our customers come to us for what we do; not for price.
  - We don’t fix cars we fix people. We provide freedom.
  - Stop thinking about what we do and think about what we provide.
- Business management training is as important as technical training.

Special offer from Maylan Newton. Find the Business Analysis Sheet HERE. Complete the form, all the yellow fields. Email or fax to Maylan. Maylan@esiseninarscom, or fax 8055-526-3254 It is very important that you include your name and contact number.

Tom Ham’s Automotive Management Network Website

Be socially involved and in touch with the show:
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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 029: Are We Too Dependent on Being Independent?

Carm Capriotto: Automotive Aftermarket Professional — Wed, 23 Aug 2017 06:00:30 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Scott Weaver from Superior Auto Electric … the world knows him as Gonzo from Gonzo’s Tool Box. He writes about his personal view of the industry published every month and shares his brand of knowledge and humor on ‘Gonzostoolbox.com. ’ No doubt if you earn your living on the service side of the aftermarket, you’ve read his articles or may have even read his book ‘Hey Look I Found a Loose Nut’.

Scott is an ASE Master Tech, Owner of Superior Auto Electric, a writer and editor for Haynes Manuals, a Marine Veteran, a Substitute Teach at Oklahoma Technical College and an avid golfer and a recent survivor of open heart surgery. (Episode 109 & 207)

Uwe Kleinschmidt is founder and CEO of AutoVitals. He is a passionate visionary and is dedicated to building solutions for the independent automotive shop owner to succeed d in the modern internet era. He has spent 15+ years working with automotive technology with Robert Bosch in a variety of positions around the globe, building software to master the transition to highly-computerized cars. Uwe is an Ironman finisher, holds a Ph.D. in Electrical Engineering, is an inventor and holder of multiple patents. (Episode 189)

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan. Bill has been in business for over 30 years. He is a big collaborator with industry professionals, in building today’s “high-tech/old-fashioned” customer service system.

He currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries and Cardone. (Listen to Bill in episodes 39, 69, 100, 118, 200, THA 002 Resolutions, THA 006 Managing a Negative Online Review and THA 012 What Keeps you up at night)

Talking Points:

We need to get together and become inter-dependent.
Out of Many One: E pluribus Unum (Quote of Dollar Bill)
We think along the lines why being independent is a good thing, because we’ve always considered the ‘aftermarket’ as independent vs the dealership.
It’s a pride thing, a self-motivation thing, and an unshaken inner self-awareness that their that damned good. . . and most of them are.
It seems to breed us not working together to lift our image, improve labor rates, access to information, share tools and equipment, etc.
Fragmented space in automotive for tools, processes, “I need my own solution”, “Every shop is different”, “just add an option for me”.
- 125 point of sale systems.
- The learning curve for SA is steep, tools can’t be used to their fullest.
Associations are great that help to bring lobbying and benefits, but they lack in membership. Why because we choose not to care because we are ‘independent’. Should we go it alone. We’ve come to learn that twenty-groups bring strength to their individual members. Associations create networking opportunities and bridges the gap of being ‘alone’.
Other “most” important thing is the inner drive to succeed with or without anyone’s help. To be independent also means that your method of working doesn’t revolve around a set time structure such as punching a time clock. In other words, you do what needs to be done, and work at it until it is done.
Why do car dealers seem to be united when they are independent business people. No one calls Peps boys independent yet they do the same thing ‘independents do’.
Independency is a good thing. . . to some degree. If being independent means you can’t finish a repair without having help…such as the dealership with their direct contact with the manufacturer, or their latest software and protocols in regard to scanning and or flashing. Then your independence becomes your downfall.
How do we become un-independent? Individuality and entrepreneurialism is powerful but being interdependent on each other can become a good thing.
Being independent is a liberation and challenge and opens many doors of finding solutions, sometimes very unorthodox
We are not apart from each other, we are a part of one another. This industry has had its fair share of self-imposed drama because hard-working automotive technicians underestimated the value of a smart-working business education. There is a way out of this hole.
Being independent can be taken to the extreme and be anarchy, lone wolf existence, which can be a hindrance in being successful and effective.
Figuring out solutions 100% by oneself can be tiring and doesn’t leverage others having gone through the process themselves.
As a true independent, lawsuits with OEM car makers seem unattainable.
- “Right of repair” topics hard to lobby.
Fragmented space in automotive for tools, processes, “I need my own solution”, “Every shop is different”, “just add an option for me”.
Software tool vendors hesitant to enter the market, prefer other industries.
- Outdated technology solutions dominate.
- Silo solutions dominate.
- If the software tools and shop process don’t follow and leverage that trend, the independents run the risk to leave the education to somebody else and get commoditized.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 028: Twenty-One TIPS to Get an Edge on the Competition – Part 1

Carm Capriotto: Automotive Aftermarket Professional — Wed, 16 Aug 2017 06:00:40 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Check Out Part Two: HERE.
Check Out Part Three: HERE.

Academy Panel:

Mark Goldsmith found his passion for cars in 1971 when his first job was at an independent shop. He took all of the ASE required tests and earned his Master Technician Certification.

With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop. Previous episodes HERE.

The 21 Tips:

Make your impression last beyond the service – Provide branded water.
Have a charging station in the waiting room, but use the ones with a mount-able unit and hard wired connectors, that way they don’t “walk off”.
Bake fresh cookies every morning, over the years, clients will know to drop off the car early to get them while they are still hot!
Free car washes, wiping off dash’, and cleaning windows.
S+R=$ | Social + Reputation = $ales.
Have a toy chest like the dentist office, Kids can pick one toy. Give the parent a few seconds during drop off and creates a situation where the kids will remember and want to come back.
Follow up phone calls to ensure our work was done properly the first time and guests are still satisfied.
Poll your clients every year on what magazines “they” want to read in the waiting room.
Build travel kits to give out to top clients. This can include an emergency light, blanket, long lasting generic snack bar, bottle of water, pen and paper, extra t-shirt, wet-wipes.
Ladies toiletries in the public restroom. Clean restrooms Like at the Ritz.
Use the digital display board to show bios of the employees and results and games of all local sports teams, a variety of music, things that the clients reading the scrolling bios will bond with.
Have free WiFi but make sure to change the name to something creative.
Become a Certified child car seat installer. Drive Safe Drive Smart. (Greg Buckley Trade Marked)
Have a stocked frig in the waiting room with the good stuff. Example – Redbull. I have heard folks say “oh you have the good stuff!”
Take the Fear out of the Transaction.
Have sports memorabilia or local art displayed for sale.
Have high quality branded entrance mats. It makes an impression.
Offer Uber for alternate transportation along with See Jane Go for female guests who are uncomfortable taking Uber.
Speed of Service – Today’s consumer is driven by a mantra IWWIWWIWI – which stands for I WANT WHAT I WANT WHEN I WANT IT.
Master the Digital Sales Experience – Utilizing a transparent sales process that enrolls and engages the customer in the buying process.
Build an amazing team – You can’t do this by yourself.

Check Out Part Two: HERE.
Check Out Part Three: HERE.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 022: Hiring for Team Dynamics

Carm Capriotto: Automotive Aftermarket Professional — Thu, 10 Aug 2017 17:34:56 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Dwayne was on the podcast in episode 2, 3 and 4 with his partners Jose Bueso and Lee Forman and on a Round Table discussion on Technician Training in episode 59, and on a Supplier Needs Roundtable (118). Dwayne and I spend some special time in episode 222 as we talked about his 2017 World Class Technician honor and listen to Dwayne in the Academy on Improving Employee Loyalty.

Ryan Clo owner of Dubwerx in Cincinnati, OH is an eighteen-year veteran in the Automotive Service industry. He is a multi shop owner and has automated his business that gives him time to consult.

Ryan consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known at The Institute as the “Systems and Processes” guy. Ryan teaches several business management classes for the automotive industry. Listen to Ryan in episode 092 and Town Hall on Website & Improving Employee Loyalty.

Jude Larson is the president, owner and lead consultant for JML Real Solutions. He is a frequent speaker and trainer at industry events. Jude has vast business experience including being a highly successful service advisor, the owner and operator of a hybrid online and print marketing company, a top performer in the financial industry, and a record setting career in retail management. Jude uses his rich experience and business success as he consults, trains and coaches results focused solutions with clients. Jude is also a shop owner. Listen to Jude in episode 170 and the Town Hall Academy on Improving Employee Loyalty.

Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network an 11,000 plus member website dedicated to the exchange of vehicle service management information. Tom has written extensively on a variety of management topics. Tom got his start in the auto service industry pumping gas in the late 60’s. Today Tom and his wife split their time between homes in Florida and Michigan where they operate Auto Centric, an import specialty shop in Grand Rapids. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. For fun he enjoys traveling, fine dining, religion and politics. Listen to Tom in episode 062.

Talking Points:

Assessments can aid in understanding behaviors and communication strengths.
Older shop owners are quicker to terminate.
What would you do differently if you knew you could not fire this person?
Do we hire lifers?
- 5 years is long today.
- 10 years plus is outstanding tenure today.
You must sell your company vision when you are hiring.
Ask them their goals? 1yr, 3yr, 5yr … What that means to you.
Set the precedent for training in the interview for training. The level of engagement and excitement about that discussion helps you choose the right person. You want people who want to learn and grow.
Who should be involved in the hiring process?
Suggestion form from your people once a year to make the business better. Be sure to implement one from each team member.
Interviewing and vetting candidates. Considering personality over experience.
How to pick the right person for the team. Include the shop foreman and sometimes other technicians in the hiring process.
Knowing that a twice a year review is required. No matter what style review you do they must be done. See Performance Review Academy Here.

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THA 027: Performance Reviews – Best Practices

Carm Capriotto: Automotive Aftermarket Professional — Wed, 09 Aug 2017 12:47:27 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Shari Pheasant, “The Queen of Horse Power” is a Certified Behavior Analyst, Entrepreneur, Speaker, Business Innovator, and Coach. She recently returned from a book tour for her book “25 Car Care Tips For Women” that made it to Amazon’s International Best Seller List June 2017! She is a member of Women in Auto Care and owns a service shop with her husband Jeff. Shari is the recipient of the Business Innovator Award at the Business Expert Forum at Harvard in July 2017. She is the creator of Driven from Within, Horse Powered, and Barn Boot Camp; three programs that develop human capital potential for business teams and individuals. (Listen to Shari in episodes 68, 200, 91)

Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard working family. At the age of 22, he left school and started his first business. He bought his first three bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI. Today, at age 34, Kirk is a successful business owner.

Joe Hanson is the manager of his father’s business, Gordie’s Garage. Since he can remember he was either sweeping floors, running for parts or working in the shop and for the past 10 years or so managing all the operations. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. (You can hear Joe in episodes 177, Academy #2 Resolutions, 226 ASA Connected Cars, Academy #24 on Quality Controls and the 200th retrospective).

Talking points:

Reviews start at the interview.
The only feedback some team members get is a paycheck. You are rewarding their performance no matter if it is good for the business or not.
Reviews need to be used to create personal performance goals. Their soft skills are most critical for the company. Soft skills should be the most important element of the review.
Having a scientific review of your new hire you will gain insight into their communication skills and behaviors. Don’t rule our assessments like DISC.
Co-workers want to know if they are doing a good job for you. They want to be in on things. Let them know that they are contributing the right stuff to the company.
Reviews is a formal way to be sure accountability sticks.
Everyone on the Academy panel does them at different intervals, but agree that they are necessary.
We fire for attitude instead of aptitude yet we hire for aptitude instead of attitude.
Clear goals and expectations are necessary from day one.
You don’t manage people, we manage agreements.
- When you are not getting what you want it is easy to point to the agreement.
Reviews are not to punish.
We grew up in the compliance era. Do it my way or get fired.
Today we need a commitment from our people; we will not get it if we dictate.
You owe your people a sit-down discussion.
Take notes on behaviors. Everyone needs to be aligned.
Your core values are the key points to apply all behavior against.
Kirk Richardson. He has no plan during his review for a change in behavior. Either you get on board or you are gone.
Use review to find out what your co-worker’s personal goals are. New home, vehicle, children, college. It all revolved around the job. Help with their financial success.
Performance based pay. Make the owners goals their goals.
The 360° review, the co-worker, the supervisor, and the company.
- Every co-worker needs to review their supervisor and the company.
- Give your team credit for how they see you and where they feel the company is headed.
  - When all in the business are held to the same standards this is very easy to do.
- No one wants false harmony in the business.
- It requires a company of owners.
- The feedback is priceless.
Some owners believe they should not push because they do not want to lose a key co-worker. Everyone should be held to the values and culture of the business.
Humility and transparency are key words in the goals of a review.
As a leader, you must go into a review with not one ounce of ego. Bring your self-confidence not your ego to the review.
We all make mistakes how do we move forward and how to we get more of all the good behaviors.
There is a big need in our industry to develop better leaders in all positions including owners.
Dial in your culture as the core values of the business
- Your culture is the beliefs and behaviors that determine how a company’s team works together for the good of the team and customer.
Leadership is not new; dedicate your time to reading and understanding leadership. We must grow as leaders.
- John Maxwell is a great leadership author.
- Top shop owners read books.
- You need to be worth following as a leader. And that comes from an attitude of responsibility.
- I’m no more important than you. There may be different skills and responsibilities but never more important.
- The aftermarket is not unique with needed to become better leaders.
Suggested book ‘A Company of Owners’ by Daren Martin PhD
Co-worker happiness is the ultimate profit generator
Your people are not YOUR employees then can leave anytime.
****** Listen to the life changing story of a review at the very end of the episode.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 021: Getting Things Done: A Discussion on the Challenges of Time Management

Carm Capriotto: Automotive Aftermarket Professional — Mon, 07 Aug 2017 17:00:38 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Greg Skolnik, Owner, Manager, and Master Technician, att Motor Works, Inc in Rockville, MD. He is certified as a Master Automobile Technician and holds the prestigious L-1 advanced engine performance and emission analysis certification. In November of 2004, Greg also received his (A.A.M.) degree from the Automotive Management Institute. Hear Greg’s episodes 46, 63 (the value of a business coach) and 69 (e-Myth) and the Academy on Improving Customer Loyalty.

Craig Noel, Owner of 3 location Sun Automotive Springfield, OR . Craig graduated from Lane Community College in 1987 with a Bachelor of Science in Automotive Repair and quickly went to work. He worked for Ford as a Senior Master Technician and then working my way up through the ranks as Team Lead, Service Advisor, Assistant Service Manager.

He has also built ground up Street Rods/Show Cars for over 30 years as a hobby. He was “head hunted” by the original owner of Sun Automotive in 2011 and became GM at that time. As of January 1st 2017, he is the proud owner of Sun Automotive. Craig was also on the Academy discussion on 250K Maintenance Program.

Maryann Croce of Croce Transmissions in Norwalk, CT and a former banker. Along with her husband Tony they own the shop they purchased 17 years ago. Their 4 bays, 4 techs and one service advisor shop is successful because as husband and wife Maryanne and Tony work at their roles and have abundant trust in each other. Maryanne is also a member of Women in Auto Care. Previous episodes 023 and Academy: Expense Control

Talking points:

Be aware of why we are doing things.
When creating you must have the foresight to the outcome.
“Your goals are in concrete but you get there in sand.” Craig Noel
Wins build momentum.
You’ve got to decide what our responsibilities are to ourselves, our families, our business our communities.
Only character walks back from the graveyard. Craig Noel
Let your people do what they are supposed to do. Let them make mistakes and learn from their mistakes.
Awareness of your role. A shop owner has specific job descriptions. (From Bob Cooper episode 236)
- Set short and long-term goals for the company
- Create the plan to reach those goals
- Find the right people
- Make sure everyone in the organization is at their full potential
- Assure long term viability. Fiscally sound. Stay out of the weeds.
Must work in the business and not on the business. (E-Myth)
Owners do not have a boss. You must schedule your time to make the most of it.
Have a theme day, create a chunk of time to get things done. Know your role and have accountability. Maryann Croce
We must develop ourselves and learn time management. We all have 24 hours in a day.
Time wasters:
- Being on Facebook never ends. It can be a big time-waster; however, it is an emotional connection to people.
- Technician coming to you to help solve a problem. Lean on you to help solve a problem.
- Visual distractions.
- Work to limit your distractions.
How to get more things done.
- Close door.
- Noise canceling headphones.
- Clear your desk.
- How efficient can you be? Make it a contest.
- Define your time-wasting problems and how can you solve them?
- Schedule Facebook time. Do it when you are on the treadmill!
- Make a list of what you do every day for a week. Categorize them.
  - What can be delegated?
  - What is your value to the business?
  - You need to work on the higher-level tasks that you are most qualified to do.
- Hiring great people and delegating to them gives you time back in your schedule.
- The accountability factor and follow up. Owners have no boss.
- We are time shifting too much that brakes our attention
- Create a “roles and goals” sheet for all areas of your life. (Greg Skolnik)
If you try to do too many things you don’t do any of them well.
Get time management classes on Lynda.com
Write down everything you must get done. Then review the list with a ‘should do’ mentality instead of a ‘have to’. Delegate the ‘should do’ tasks.
When is enough, enough and to become a strong delegator?
Show people exactly what you want instead of telling them.

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THA 026: Succession Planning – The Next Generation Entrepreneurs

Carm Capriotto: Automotive Aftermarket Professional — Thu, 03 Aug 2017 15:28:38 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Bob Ward, President of Wardden LLC, Bob began his business career at a franchised car dealership, overcoming obstacles to learn and earn the required skills to become Controller, General Manager and then, minority owner of Tacoma Dodge in Washington.

Russell Andrew started working at the local gas stations at 14yr old. He bought his first business at 22yr old, youngest ARCO dealer ever at the time. He went on to buy a second ARCO station 5 years later. At 30 years he old sold the first station, converted the second one to a ‘C’ store and bought a closed/boarded up gas station a few miles away and ran an auto repair garage business out of it. In 1986, he sold the Arco AM/PM, tore down the old Texaco building and built a small retail center on the property which he still owns today.

It gets better … he moved a few hundred miles north to Paso Robles, CA. In 1988 Russell rented a 4,000 sqft building and put all his stored auto equip in it and opened Paso Robles Auto Repair. He ran it for 28 years, and In January 2015 he turned the business over to his successor. He now works for the business doing all the bookkeeping and administration duties from his home office, part time 20/30 hrs month. He shares his succession process with you.

Talking Points:

We must understand our objective about retirement or succession. Focused on the end goal you can plan for it.
Every business will be sold or liquidated. With a little bit of foresight and some energy and time on their side, they can create a great plan for succession.
70% of business owners in the next 20 years will depart their business in many different ways if there is no planning.
Retire on your own terms.
Owners have an essential conversation with the key members of their staff. Listen to Bob Ward’s way to do this. The answers help you in your business planning.
Your people make the business. We must nurture our key leaders retain and motivate them.
There are many ways to structure a deal considering tax consideration and estate planning.
Bob talks about ‘Ownership Culture’. All people in the business are working in the same direction. Not all can own but can be ‘owners’ in practice with the correct compensation and incentives.
The sad truth about survivorship; it is all about planning.
Find the date in the future and work backward.
Liquidation is a poor choice all assets at auction value.
The best plan is to improve the financial strength of the company, document all processes, improve systems, improve your hiring and strength of your people.
All of this points to continuity or as Bob Ward says ‘Perpetual Business’
- A business that is always ready for sale or expansion opportunities.
- Owner has the foresight and commitment developing their people
- “It is only as we develop others that we permanently succeed”. Harvey Firestone
Prepare someone to be the quarterback of the business.
Bob is seeing most deals done with internal candidates.
- Do they have money? (Small pool of candidates)
- The pool lies inside. You know their tendencies, you can trust, you’ve been developing.
- Develop your people’s talent and potential succession candidate.
How are you going to leave your business? Start the process.
- If you’ve identified one or more candidates how are you going to advance their skills and get them financially involved?
- No matter your age consider retaining your key people to attain their goals so you can reach your goals.
An average to complete an agreement about one year.
Family succession. Parents will take things for granted that their children will come into the business, therefore, nothing gets decided. Children can be discouraged if no dialogue about succession.
Without a succession plan, shuttering the business is the fallback option, you would have cost to close that you must think about.
Owners struggle emotionally about leaving their business. They started with nothing and there is a big attachment to their successes over the year. Must think about the joy of thinking about leaving your legacy.
Bob Ward Cell Phone 206-304-7723

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 020: How To Sell 250K Mile Maintenance & Save Your Customers Thousands

Carm Capriotto: Automotive Aftermarket Professional — Sun, 30 Jul 2017 13:40:40 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Pete Rudloff is a national automotive instructor/advisor, nationally published technical writer and owner of Pete’s Garage Inc. in Newark, DE. Pete has a passion for training and created the Delaware training Group to bring technicians together in an environment that fosters learning. Pete’s Garage has a reputation as friend to the general auto repair shops with local shops calling themselves customers. Pete’s Garage is known for fixing difficult to fix cars and has grown more into a diagnostic destination than a maintenance shop. Pete had been featured in episode 123, 226 and Academy 018.
Brett Beachler has been in the automotive industry for 30+ years and is the third generation at Beachlers Vehicle Care & Repair in Peoria, IL. At age 16, he officially joined the family business pumping gas at their Amoco gas station portion of the business. Brett is passionate on this subject. He understands the value of maintenance form cost per mile. He has created a spreadsheet that shows his customer the difference between buying every four years to driving for 12.5 years.Brett Beachler recently published a book on vehicle care & repair. Listen to Brett’ episodes here.
Craig Noel, Owner of 3 location Sun Automotive Springfield, OR. Craig graduated from Lane Community College in 1987 with a Bachelor of Science in Automotive Repair and quickly went to work. He worked for Ford as a Senior Master Technician and then working my way up through the ranks as Team Lead, Service Advisor, Assistant Service Manager.He has also built ground up Street Rods/Show Cars for over 30 years as a hobby. He was “head hunted” by the original owner of Sun Automotive in 2011 and became GM at that time. As of January 1st 2017, he is the proud owner of Sun Automotive. This is Craig Noel’s first appearance on Remarkable Results Radio.

Talking Points:

You can get to 100,00 easily today with minimal maintenance.
People will buy a new car. We need used cars in the marketplace and in 5 years that new car will be in our bays.
Spread sheet to show the amount of saving to keep a vehicle for 250K. It is a cost per mile savings model.
There is an “Emotional” aspect of the situation and how each person decides based emotion first (86% of the time) vs. facts.
- What is interesting is making the disconnect from the emotion and reconnecting with the financial facts.
We must become educators of our children as to how to appreciate and take care of a vehicle today.
There is no love of the automobile today. The love of a vehicle is diapering. It is transportation.
Car enthusiasts don’t care about cost per mile.
The person who values the vehicle as transportation cares about cost per mile.
Leasing is as bad as ownership. It all comes down to cost per mile. The car dealer has it figured out. If you can afford it then do it.
Except that most people will think they will have a car payment for the rest of their life. Financially it will kick your butt and you need to look at the numbers.
It becomes more about engaging with your customer and getting their buy in on the savings so they become a partner in their vehicle repair. It becomes easy to write the check for maintenance service as the vehicle mileage grows.

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THA 025: Disaster Planning and Preparedness

Carm Capriotto: Automotive Aftermarket Professional — Wed, 26 Jul 2017 06:00:55 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Maylan Newton is president and CEO of ESI seminars for the past 20 years. Maylan travels the country, sharing with his audiences, the keys to being successful in the automotive repair industry today. Maylan combines his real-world experience as a shop owner, technician, and service advisor with profit building take-a-ways in a humorous and engaging manner that only Maylan can deliver. Maylan had his own real-world experience when he had a stroke while riding his motorcycle. He was incapacitated for a period and has now dedicated time to share his almost catastrophic event and what it taught him. We discussed his accident and how he and his business survived in episode 140. With over 40 years of automotive industry experience, Maylan Newton has literally been there and done that. Maylan hails from Simi Valley, CA and has shared his wisdom in episodes 108, 140 and in Academy episode 14.

Doug McLeod has worked in the Emergency Management and Business Continuity Planning fields for the past 21 years. He was responsible for the corporate level emergency planning for a large electric utility for 11 years, dealing with preparedness for many types of natural and human caused disasters including earthquakes, windstorms, floods, accidents, terrorism, fires, and succession planning. For the past 10 years, he has provided advice, assistance and training to government agencies, utilities, and businesses to better prepare them to respond to and survive many types of disasters. He is a member of and certified as an Associate Business Continuity Professional with the Disaster Recovery Institute Canada, and a Board Member of the Emergency Preparedness for Industry and Commerce Council in British Columbia.

Doug made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the leader ship to make those ideas and plans become reality, I was not going to let that happen. I wanted to see an increase in our net profit and a better life for myself and my team”. He continues that commitment today. Doug has experience working with disaster plans with the Credit Union Board that he chairs.

Talking Points:

It’s not IF but WHEN you’ll need a plan.
You need to start the conversation with the most important people in your life.
Write down everything you know that will be important to the person taking over.
- Who you do business with, where you bank, who signs the checks, password, alarm codes, keys, etc.
- More detail than you would even imagine you need to document.
A well-documented process and system in place are required for continuation of the business.
Who will be in charge of making what decisions?
The little things can create a logjam for continuation.
How do we keep our customer base and control the message?
All business that have loses after a disaster only 25% survive. Source: Insurance Institute for Home Safety.
The tough talk needs to happen and a plan created
A general plan is important no matter what type of disaster could impact the business.
Review your insurance, your wills, your buy-sell agreements, your finances and your banking. Involve your business advisors to understand your planning process and get their perspective.
- The effort is worth it to create continuity in the business.
Computer Data Back-Up. Off-site or in the cloud.
Three types of preparedness plans.
- Catastrophic failure of the Building.
- Catastrophic loss of the Owner.
- Catastrophic loss of Leadership.
There is a big impact on the families from any catastrophic failures.
Too many companies not in a strong financial position. Get your financial house in order. A strong net profit shows a new owner and or an internal successor to the business.
- Many legal issues to consider with capital gains and probate.
Embrace the future and Embrace reality many things can happen.

Download discussed in the Academy provided by Maylan Newton from ESI HERE.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 019: Where Will We Find Our Future Automotive Instructors?

Carm Capriotto: Automotive Aftermarket Professional — Mon, 24 Jul 2017 13:14:38 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Professor Scott Norman an instructor and the program coordinator for the four-year bachelor’s program in Automotive Technology at Pittsburg State University in Pittsburg, KS. He has also been a Technical Training Instructor with Chrysler Corporation. He is also Chairman of the National Automotive Service Technology Committee for Skills USA. Listen to Scott in our episode on his role at Pittsburg State 152 and with his role at Skills USA and WorldSkills in episode 164.
We also have Rick Escalambre. Although he is a retired instructor at Skyline College in San Bruno, CA, after 31 years Rick shows no signs of slowing down and continues to teach in an adjunct role. He is also a contract trainer throughout the industry. Rick is on the Vision Educator Think Tank and can always be counted on to make some important and profound contributions to the forum. Hear Rick in his own episode 218.
Ryan Kooiman the Director of Training at Standard Motor Products. When he joined Standard Motor Products he was a Technician Training Developer. Previously he was the lead tech/driveability specialist at a 20-bay independent shop in Michigan. Ryan oversees the operations of the SMP Corporate Training Center in Irving, TX; and oversees the operations and development of the Pro Training group. Hear Rick in his own episode 98 and in the ASE Test Uncovered episode 122.
Tim Dwyer is an automotive education specialist at ConsuLab, a manufacturer, and provider of automotive training aids. After 25 years of ownership, he sold his business Superwrench Import Auto in Tulsa, OK to pursue a teaching career at Oklahoma State University Institute of Technology. There he helped start and instruct the Pro-Tech Automotive Internship program for 12 years. Hear Rick in his own episode 184.

Talking points:

Most instructors have migrated from industry.
Not many current students of automotive technology consider a career as an instructor.
The technician shortage predicates an instructor shortage in the future.
Scott Norman is asked all the time if he can help find instructors for other schools.
Retiring instructors need replacements. There are not many in the pipeline; therefore some programs are shutting down.
An instructor automotive technology challenges:
- Pay
- Certifications: Meeting education requirements.
There are aftermarket opportunities for trainers as suggested by Ryan Kooiman.
Becoming a full-time automotive instructor is a viable career path for working technicians.
As an instructor, you are not handed a script. You need to create your own lessons.
You may have the technical ability but also need presentation skills.
- Mentoring and finding the future leaders/instructors will be necessary.
There is more to engaging students than just having the experience.
You can learn to teach … your experience is the valuable asset.
Teaching is a definite career change. The subject matter is the same but the job description is totally different.
The money is a big factor in the teacher role. They will want to take a pay cut to become an educator. There are benefits. Days not as long. Time off in Summer.

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THA 024: Quality Controls – Why it Matters for Retention & Reputation

Carm Capriotto: Automotive Aftermarket Professional — Wed, 19 Jul 2017 11:05:00 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Joe Hanson is the manager of his father’s business, Gordie’s Garage. Since he can remember he was either sweeping floors, running for parts or working in the shop and for the past 10 years or so managing all the operations. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership he has seen what it really takes to make a business like this work. You can hear Joe on the podcast in episodes 177, Academy ‘Resolutions’ episode #2 , episode 226 direct from the ASA Connected Cars and the 200^th retrospective.

Talking points:

QC is all about the customer.
You cannot manage what you cannot measure.
A good QC process brings accountability to your overall processes
Your business culture needs to be right to be sure everyone find deficiencies in your processes.
Invest in your reputation against any negative ononlineeview.
As Toyota does they celebrate when they find deficiencies.
It is not about trusting your technicians it is about catching us humans making mistakes and that is OK.
There is always time to do QC.
Frank’s QC person has a technician background.
You build up a bank account of trust with your customer.
QC is so important with your first-time customer.
Concierge Service: Town Hall Academy: worth the listen HERE.
It takes 5 – 7 minutes to walk around the car.
It takes 12 – 15 minutes for a drive.
Chris C has a 12% QC rate. (Issues they find)
Frank QC’s every single car no matter what the work that was done.
Most shops do a great job fixing cars. Not good enough anymore.
- We need to be different and do things above and beyond expectations of the customer.
- Setting yourself apart. Go above and beyond.
Frank suggests a book ‘Checklist Manifesto’ About the medical world.
Frank: There is a moral component to treat our customers as family.
- Give your customer the option to step up or step out of the work that needs to get done.
QC can be applied to all areas of the business. Birth to death of ticket.
- Quality checking the quality of the interaction with the customer.
- Parts procurement.
- Vehicle Delivery.
QC starts with the leader
- What level of quality do want to have
You have to have a certain level of love in your business entity. The basis in your heart.
QC needs a quality process. Get your team involved.
- Define goals and metrics.
- Hold your team accountable for the quality level you need to run a reputable business.

Quality Control Worksheet offered by Chris Cloutier HERE.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 018: ASA Connected CARS Detroit May 2017

Carm Capriotto: Automotive Aftermarket Professional — Wed, 19 Jul 2017 10:21:32 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Donny Seyfer is a second-generation repair shop owner and ASE Master Technician. An active industry educator Donny is past chairman of the Automotive Service Association and works nationally to help repair shops with IT and service information utilization. Donny also was the ASA event organizer. Donny is also a member of the board of trustees of NATEF and a trustee of AMi. Hear Donny Seyfer in episode 30 (ASA) and 33 and recently on a Town Hall Academy on Lean Processes.

Pete Rudloff is a technician, national automotive instructor/advisor, a nationally published technical writer and owner of Pete’s Garage Inc. in Newark, DE. Pete has a passion for training and created the Delaware training Group to bring technicians together in an environment that fosters learning. Pete’s Garage has a reputation as friend to the general auto repair shops with more than 40 local shops calling themselves customers. Pete’s Garage is known for fixing difficult to fix cars and has grown more into a diagnostic destination than a maintenance shop. Hear Pete in episodes 123.

Craig O’Neill initially began college seeking a degree in history however set aside his full-time education, to join the family business. Craig committed himself to scaling the 3rd generation business, O’Neill’s Transmission & Service. An ASE certified technician and service consultant, he is excited about the technological advances the industry is seeing. Craig is committed to elevating the professional image of the automotive service community, and consistently looking for ways communicate with bright young people regarding the opportunities that exist in our automotive service profession. This is Craigs first appearance on the Remarkable Results Radio Podcast.

Dave Wagner is a technician working at Savage Automotive Technologies in Northeast Philadelphia. There he has continued his education in our great industry. Dave is an ASE CMAT, L1, L2, L3, the Assistant Coordinator Delaware Training Group and an EV/Hybrid tech. Dave started as so many techs did changing oil at his uncle’s shop on weekends when he was 12 years old. He started the professional side of his career as a tech in dealerships in 1996. Dave is currently working with a mentor to become an instructor to help teach and motivate others to want to learn what this industry has to offer.

Talking Points:

Consumer education must go hand in hand with technician education
These systems are very robust with lots of engineering behind them. The systems will generally alert you when something is not working right.
The real challenges lay in the hands of shop owners and managers to provide the tools and equipment… also the business model.. to thrive during these changes.
The single biggest take-a-way is that this technology will not doom the auto repair trade, there is no timer counting down our demise.
There is a finite time that we will be doing calibrations that require fixtures and a smaller window where this will be a bonafide profit center.
Most ADAS systems are very robust. This really is proven less by the CARS conference and more by the fact that many shops are not seeing major ADAS related systems with organic problems.
ADAS systems are easy to diagnose, they are as close to self-diagnosing modules as we have ever seen. With only a small bit of training and a good understanding of electricity, shops will find these systems are easy to diagnose and profitable.

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THA 017: What Happens When The Phone Rings

Carm Capriotto: Automotive Aftermarket Professional — Sun, 16 Jul 2017 20:18:31 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Rena Rennebohm Automotive Business Coach, ACT. When not gardening or cooking Rena is working her chosen trade, Coaching Service Advisors across the country.

Rena in episode 91 Women’s Board Compilation

During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people.

Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. Barry is a Ziglar Legacy Certified Coach TODAY Episode 220 with Tom Zigler.

Barry has supported the podcast in episodes: 130, the 200th Retrospective, 208 Business Coaches Round Table and THA: Resolutions. Barry was also with Tom Ziglar in episode 220.

Doug Grills from AutoStream Car Care Center is a chain of FIVE family-owned, automotive service facilities that deliver honest and professional automotive repair and maintenance services to customers in the Greater Baltimore/Washington, DC area. Doug along with his partner Rick Levitan has been around the service station business for over 25 years and have built their reputation by offering best-in-class service to their customers.

All AutoStrem Car Care technicians are ASE Certified and the shops are AAA approved.

Doug was with me in his own episode #115 and on the ‘Your Website’ Academy.

Talking Points:

The heavy lifting begins when the phone rings.
- It need not be transactional.
- This starts the relationship.
Focus before you pick up the phone.
- STOP what you are doing. You cannot multi-task when you answer the phone.
- Put a mirror on the phone. Look at the best version of you before you answer.
- Listen, solve problems.
- You are in the pain management business.
Scripts (Call Guide or A Professional Presentation)..
- Practice what you do when you pick up the phone.
  - All professionals practice. Athletes, Singers etc.
- What separates high performance if people are willing to practice.
You need to set yourself up to have a positive call with the customer.
- Never bad news only good news.
Questions allow you to gather important information.
The value of call recording.
It is the customers’ worldview. Their perspective. You need to ask questions.
People know all about you by doing research before they call.
Moments of truth (Doug Grills)
- When the customer interacts with the company is a moment of truth.
- It happens many times with your customer and your company.
- The customer will make a judgment with each interaction.
- The inbound phone call is the most important moment of truth.

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THA 023: Social Media – How To Strategies

Carm Capriotto: Automotive Aftermarket Professional — Wed, 12 Jul 2017 03:30:37 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Greg Buckley is the CEO of the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development group, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE. (We covered Social Media in 54 & 155)

Ron Haugen owns Westside Auto Pros in Des Moines, Iowa. Ron is an ASE Master Technician, has his AAM certification and is an AMI Certified instructor. Ron is Co-Chair of Vision, Hi-Tech Training and Expo, President of the Des Moines ASA chapter. You can hear Ron is episode 107, 204 and on Academy 003, 004, 014.

Talking Points:

Facebook is becoming more search.
You need to be active in social media and have a strategy.
Look at Facebook like King/Queen at Homecoming (Ron Haugen)
- Facebook is just like that. The most popular in the school is what creams to the top.
You do not want canned content.
“Back in the day the full service gas islands were the social media of the day.” Greg Buckley
Greg Buckley practices the five “E’s”: Educate, Engage, Entertain, Entice and Elevate.
You want engagement. You need a personality so people can relate to you.
- We are not a machine.
Best time for a business to be in front of your client base: every day.
You need to be involved even if you use a company to support your social media efforts.
- It must be personalized and only you can provide the story and picture.
- Someone in the shop who can take one picture a day to send a picture to the person who may be managing your social efforts.
Involve your team to find photos and stories for content.
It needs to become culture in your business to find the photo and story so your social world can be engaged.
Use Social Media to bond with your customer.
You can post 5 engagements for the week in less than an hour on a Monday morning.
Facebook is the most intelligent marketing platforms; ever.
Don’t be afraid to buy a Facebook ‘Like’ (Ron Haugen)
- Run a ‘Facebook Like Campaign’. Pay a community group X amount of dollars per like in short amount of time.
Facebook Ads are a replacement for direct mail.
- It is a very powerful tool because you can get into finite detail in selecting who sees your ad. Facebook knows a lot about your customer.
You want to be known before a prospect comes in the door. Use your Social Media strategy to accomplish that .
Facebook Ads is an untapped resource.
What about Twitter, Instagram and Google Plus?
Website may become obsolete in the future as Google and Facebook ramp up their strategy to keep the user on their site.
Google Plus is coming back
#1 goal is to build out with social and grow it.

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This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

THA 016: Lean Processes – Relentlessly Work On Eliminating Waste

Carm Capriotto: Automotive Aftermarket Professional — Thu, 06 Jul 2017 17:30:13 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Donny is also a member of the board of trustees of NATEF and a trustee of AMi. Hear Donny is episode 30 (ASA), 33 and on ASA Connected Cars Detroit.

He is implementing LEAN at this shop.

Jeremy O’Neal is President and lead sales trainer for Advisorfix, began his career as a Service Adviser and quickly moved into Service Management at the dealership level for VW, Audi, and Porsche. His strong customer satisfaction scores and ability to increase sales consistently placed him in the top 3% of Service Advisers across the nation.

Jeremy also owns an independent auto repair shop. With a passion for helping others Jeremy started coaching Service Advisers in 2007. Since that time Jeremy has logged more than 16,112 hours of high performance coaching sessions with his clients. Listen to Jeremy in Episode 124, Round-table in episode 178, the Service Professional Round Table, the Digital Sales Process, and on the 200th retrospective and and Academy session on Concierge Service.

Talking Points:

Application of LEAN is not exactly like manufacturing. In the repair shop you DO 5s. Many LEAN coaches don’t like to make 5S an event but in our environment, it is the only way I have seen to get 5S rolling in the shop. Minimize tech activity outside of their work bay.
Organize parking based on status of repair.
Benefits of hiring alternative staff for cleaning needs throughout the shop.
Organize and enforce placement of equipment throughout the shop space.
Correct technician matched to every job when possible, play to their strengths.
Lean Behavior is a skill that can be trained.
Story of an oil filter that cost a shop $48.00 to get from the parts room.
Lean Leadership from the bottom up, even your shuttle driver needs to understand Lean and create the right behavior.

Lean production.com Website

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THA 015: How to Improve Employee Loyalty

Carm Capriotto: Automotive Aftermarket Professional — Thu, 06 Jul 2017 16:17:34 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Dwayne Myers With Dynamic Automotive, This MSO group was selected top 10 automotive shop in 2014 from Motor Age and has just opened their 4^th shop. Dwayne invests time in the industry with the Auto Care Association and serving on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE.

Dwayne was on episode 2, 3 and 4 with his partners Jose Bueso and Lee Forman and A Round Table on Technician Training in Episode 59, and on a Supplier Needs Roundtable (118). Listen to episode 222 with Dwyane as we talk about his 2017 World Class Technician honor and more.

Ryan Clo

Ryan Clo owner of Dubwerx in Cincinnati, OH is an eighteen-year veteran in the Automotive Service industry. He is a multi shop owner. Ryan grew his enterprise from a single customer into a multiple highly profitable business with 12 employees, 99% customer satisfaction, and he has automated his business that gives him time to consult.

Ryan consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known at The Institute as the “Systems and Processes guy.” Ryan teaches several business management classes for the automotive industry. Listen to Ryan also in E092 and Town Hall on Websites)

Jude Larson

Jude Larson is the president, owner and lead consultant for JML Real Solutions. He is a frequent speaker and trainer at industry events. Jude has vast business experience including being a highly successful service advisor, the owner and operator of a hybrid on-line and print marketing company, a top performer in the financial industry, and a record setting career in retail management. Jude uses his rich experience and business success as he consults, trains and coaches results focused solutions with clients. He recently became a shop owner. Listen to Jude in episode 170.

Talking Points:

People want to work for a progressive company (New and changing)
Do you know your Why? Share your purpose.
- Do your people know.
- Why are you here and in business?
- Share your vision with your people.
Share your numbers.
- A clear idea where you are at and the expectations.
Working hard does not mean making money. Working smart does.
The more you develop your people the better for the business.
- They will care about the customers more.
- When you empower your group, you would be amazed where they can take you.
The work-space is critical.
- Well lit, windows.
- Front of house needs updates.
- People want to work at forward thinking shop.
- Artwork on the wall vs. advertisements.
- Are uniforms nice or plan?
- Environment
  - Kitchen, training area, lockers, games
Company culture
- All that you do contributes to the whole environment.
The power of gratitude.
- Take care of your team is as important as taking care of your customers maybe even more important.
- Take care of your people they will take care of your customer.
There has been backward thinking that the customer comes first.
- Don’t leapfrog over your employees, make them first. They will make the customer first.
- Focus on the employee they will focus on the customer.
A rookie is nothing less than part of the team.
When change happens, you may lose people. That may not be a bad thing.
Shop meetings can be an important time to engage and empower your team.
- Focus on appreciation and give everyone a voice.
- Mistakes are an opportunity to learn.
Performance plus commission pay programs work.
- Good pay and bonus plans must be easy to understand and realistic.
- You need to pay good money for good talent.
There are also import things you can do for your team such as training and venues like Vision, Automechanika and AAPEX. Take your team out for a great dinner while at these venues.
Mentoring is important for employee loyalty.
- We all need help.
- Some are more receptive than others.
- Check your ego at the door.
Create a learning environment with a book club. The learning extends to home life.

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THA 014: Customer Retention Strategies

Carm Capriotto: Automotive Aftermarket Professional — Thu, 06 Jul 2017 15:17:09 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Gene Morrill opened Certified Automotive in Glendora, CA in 1978 and has accomplished something that has never been done before. He won Motor Age’s top shop 5 out of seven years. (2008, 2009, 2011, 2012, 2013)

We interviewed in episode 6 & 7. What I love about Gene is his commitment to the customer and in his interviews, you will learn a lot about Gene’s remarkable results and how he has worked hard to get where he is. He was also on a round-table on The Value of a Business Coach.

Recently Gene has become a business development coach with Elite Worldwide.

Ron Haugen owns Westside Auto Pros in Des Moines Iowa. Celebrating their 20th year in business in 2017 Ron has a staff of 25. Ron is an ASE Master Technician, has his AAM certification and is an AMI Certified instructor. Ron also provides coaching and consulting for auto shops across the country.

Ron is Co-Chair of Vision, Hi-Tech Training and Expo, President of the Des Moines ASA chapter and wants to be in Puerto Morelos Mexico whenever he is not in Des Moines! You can hear Ron is episode 107 and on Town Hall Webinar on ‘The Great Qualities of a Service Writer‘ and the very powerful webinar on ‘Business Succession: Selling your business”. Ron was also on a Vision KC round table.

Maylan Newton from ESI – Educational Seminars is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward on two episodes … 108 and 140.

Maylan is no stranger to the power of the customer as he speaks and trains on Professional Business Development, Service Writers School of America and In Shop Training and Support. He is an approved AMI Trainer.

He is a much sought our speaker at industry events in the US and Maylan will speak at this year’s Automechanika among others.

Talking Points:

You need to know your customer profile. Have an avatar of your ‘perfect’ customer.
- When they walk in the door you’ll know ‘this person needs to be my customer’.
- If you have the perfect customer you will do everything to keep them.
Social media is important to talk to your customer.
- Become top of mind awareness in the palm of their hand.
- Social is social not sales media
- Create organic content
You go to Disney for the experience not for the price
- Make your customer feel special
- Focus on the people not the cars
Is Loyalty a factor?
- Not as it used to be
- You can build loyalty one transaction at a time.
- Older generations are more loyal than younger.
  - Younger generations are not build that way.
  - They will go to another shop and they do not see it as not being loyal. It may be convenience.
- We need to treat millennials differently (special)
  - They have money to spend
  - Loyalty is different
    - Communicating differently (texting)
- Explain what your benefits are and be sure the customer understands the value they have received.
- Adapt to current communication styles of your customers
- Walk them out to the car, be sure it is clean and give a comprehensive explanation of what you did and what is next and what may happen next.
- What we want is not what they want. Keep an open mind.
- Gene Morrill uses a mailed newsletter to his customers.
  - Includes call to actions with puzzles.
- Keep important notes on every customer so you can keep a fluent dialogue and maintain a close connection to them.
- Keep your name out there.
  - Chinese auction donations. Banner for the little league park. Make it local.
- People need you less often because cars are built better so you need to find ways to reach out to them through other means.
- Go to the little league games of teams you sponsored.
- Have a marketing plan, calendar and budget as a percent of your sales.
  - List everything you do for marketing. Be specific. Put a dollar amount next to the initiative.
  - Tough to determine the actual ROI
  - Your plan needs to be a year long
- Your customers personal experience goes a long way for retention.
- Retention starts when the phone rings.
- Be what you want your customers want you to be.
- 20% of your data base generates 80% of your capital
  - Identify them and reach out
- Never blame the customer for anything that goes wrong. Take care of them. Empower your people to take care of

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THA 013: Expense Control – Best Practices

Carm Capriotto: Automotive Aftermarket Professional — Wed, 28 Jun 2017 22:02:04 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Maryann Croce of Croce Transmissions in Norwalk, CT and a former banker. Along with her husband Tony they own the shop they purchased 17 years ago. Their 4 bays, 4 techs and one service advisor shop is successful because as husband and wife Maryanne and Tony work at their roles and have abundant trust in each other. Maryanne is also a member of Women in Auto Care. (023)

Dave Kusa Established, Autotrend Diagnostics in 1989 and is in Campbell, California. (San Francisco Bay Area) Dave is an AAA-approved auto repair facility that provides general maintenance services for foreign and domestic vehicles. Dave is president of ASCCA, the California Shop Association.

Dave works hard building customer relations and home town value in a city of 2.5 million people. Listen to his episode: 127 and Town Hall LIVE on Concierge Service and Car Care Clinics for Women.

Doug Callaghan from Vics Service Centre in Wainright Alberta. Doug won the prestigious ACE (Automotive Career & Education) Award in the small (under 50 employees) category. This award recognizes automotive aftermarket industry companies truly dedicated to investing in the growth of their employee’s knowledge and skills and offering professional development and career opportunities. He was honored at Auto Care Association’s Fall Leadership Days in Washington, D.C., Sept. 8, 2016.

Doug, in episode 49, shares the monumental transformation his company has gone through from training, culture, leadership, new hiring, digital vehicle inspections and a second location …. He credits this evolution to having a business coach.

Talking Points:

A budget keeps you in a spending parameter
Working with a business coach has helped grow net profit
- Business coach brings accountability
Expense control is a team effort
Be careful on shop supply leakage
Return on Effort is as important as Return on Investment
- Are we making the most use of our time as an owner. Are we delegating certain tasks that allow us to spend our time on owner tasks
When is an expense not an expense?
Community networking helps build relationships with local businesses that can help you in the future. Roofer, plumber, electrician, landscaper etc.

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THA 012: What Keeps You Up at Night?

Carm Capriotto: Automotive Aftermarket Professional — Wed, 28 Jun 2017 20:01:26 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Bob Greenwood, AAM, is President and CEO of Automotive Aftermarket E-Learning Centre Ltd has over 40 years’ experience working with Independent shops developing their business to maximize business net income.

Nov 2012 Bob was one of 37 Canadians out of 400,000 people in the Canadian Automotive Industry awarded the Queen Elizabeth 2nd Diamond Jubilee Medal by the Governor General of Canada for significant contribution and achievements to Canada. (Listen to Bob in EPISODE 49, 200 and Town Hall: Preparing Your Business for Sale or Succession)

Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years.

He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system.

He currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries and Cardone.—-

(Listen to Bill in these episodes: 39, 69, 100, 118, 200, THA: Resolutions and How to Manage a Negative On Line Review)

Jim Myers from Eau Claire Auto Parts serving the Chippewa Valley, WI. for 25 years. Jim owns 4 Auto Value part stores, a machine shop and a hydraulic repair center. He fields sales reps and the service professional is the main focus of his business. He started stocking shelves, was a service writer at a dealership, then worked for Gates Rubber as a district rep and then on to BIG A Auto parts in a sales position.

With loans from friends and family he started Eau Claire Auto parts and never looked back. (118)

Talking points:

Why are we letting our brain trust leave the industry without replacements.
Amazon is a learning machine. It is so easy to order a part from Amazon without thinking of the value of a relationship and follow through service.
The internet of things cannot be ignored.
Business Model Transformation (BMT)
In the future, the government will consider that an Autonomous car will be considered a driver.
Gasoline was the original commodity. We move from Commodity to Camaraderie with Gasoline and we will need to do it with the advent of ecommerce. How do we reach out to the world?
Shops that are going out of business did not want to embrace change.
You’ll need to re-invent your business model every three years if not you will die.
Should a business be valued on its ability to forge into the future?
What other special services will you need to survive and become a specialist?
There needs to more looking into future than in the past. Prove it out mathematically. ROI. You cannot live in the rear-view mirror.
As the CEO of the business you must develop your company and set the vision. No working in the business only working on it. (The world is moving too fast)
You must relearn the business gain. If not, you must get out because you are effecting the lives of the people who work for you.
Let’s talk about the Why along with the How Much!
It may be time to let the young generation take over, but they must learn that relationships are very important in business.
Parts distributors have an important role and has the same challenges that the service professional and must find their next transformation.
Your value add package can keep you up at night.
Run toward the new opportunities. Talk about it.
Find new fleet business. Do the math.
Do we miss the opportunity? If we don’t embrace it someone else will pick it up. It is only missed by you if you ignore.
The phone is the most important tool you have in your shop. Move your customer from how much to the why how much.
We must always know what is going on and to position the company for rapid change.
You do not want to go through a 2AM wake-up alone. Many successful entrepreneurs have a business coach, belong to associations, have a mentor and trusted advisers.
A lively debate on supporting the local supplier.

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THA 011: Your Website – Tactics To Improve

Carm Capriotto: Automotive Aftermarket Professional — Wed, 28 Jun 2017 18:00:04 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel (Alphabetical Order):

Ryan Clo

Ryan Clo owner of Dubwerx in Cincinnati, OH is an eighteen-year veteran in the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Ryan grew his enterprise from a single customer into a multiple highly profitable business with 12 employees, 99% customer satisfaction, and he has automated his business so that his presence is not required.

Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known at The Institute as the “Systems and Processes guy.” Ryan teaches several business management classes for the automotive industry.

For full disclosure Ryan is a client of our guest Todd Westerlund from Kukui.

Doug Grills

Doug Grills from AutoStream Car Care Center is a chain of FIVE family-owned, automotive service facilities that deliver honest and professional automotive repair and maintenance services to customers in the Greater Baltimore/Washington/Washington, DC area. Doug along with his partner Rick Levitan have been around the service station business for over 25 years and have built their reputation by offering best-in-class service to their customers.

All AutoStrem Car Care technicians are ASE Certified and the shops are AAA approved.

For full disclosure Doug is a client of Danny Sanchez from Autoshop Solutions.

Danny Sanchez

Danny Sanchez owner and founder, of Autoshop Solutions. Danny Sanchez, grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Autoshop Solutions started in 1998, when Danny founded Auto Web Solutions. The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business and web presence.

In 2005, when Google launched AdWords and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry.

Todd Westerlund

Todd Westerlund, CEO of Kukui has been in the automotive industry for 28 years. Todd spent 15 years as an ASE Certified Smog Technician California and also spent two years at a dealership. In 2013, Todd joined Kukui, a marketing software company with a mission to improve technology for the betterment of people and businesses worldwide.

Talking Points:

SEO
Mobile Friendly – Mobile First
Is your site working to convert customers?
Google is really your partner.
Generating 5 star reviews is very important to get good rankings in Google.
- You must create an exceptional experience first.
- Asking for review gets easier.
Review marketing.
Google Analytics
Long Tail Keywords vs Short Tail Keyword

THA 010: Car Care Clinics For Women

Carm Capriotto: Automotive Aftermarket Professional — Wed, 28 Jun 2017 17:11:50 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel (Alphabetical Order):

Jody DeVere works with automotive retail locations to become Certified Female Friendly®, learning how to create a culture and experience that attracts and retains loyal women customers. The AskPatty.com Certified Female Friendly® program includes marketing and advertising programs that resonate with women.

She is a social media ‘marketing to women expert’, automotive journalist, car care & safety spokesperson who has worked with many major automotive brands. The AskPatty.com Automotive Advice for Women website and blog and article content has been featured by the New York Times, Forbes, Wall Street Journal, CNN, Oprah’s O Magazine and Women’s Day.

Her message: “Women are just as passionate about the cars they drive as the guys are. Creating an experience that “WOW’s” women will increase market share, drive ROI and differentiate automotive retailers.” Jody is a podcast alumni in episode 081 and our 1^st Town Hall LIVE on Customer Loyalty

Leigh Anne Best has been the Marketing Director and Customer Experience expert at Mighty Auto Pro for the past 11 years. She is also the Co-Founder of Brakes for Breasts and serves on the Advisory Board of Ratchet & Wrench Magazine and the AAA Approved Auto Repair Advisory Board.

Her first Ladies event was Women, Wheels & Wine back in 2008 and her most recent event, Women, Wheels & Waffles had an attendance of 109 women. Leigh Anne has also been assisting the Women’s Board of the Car Care Council with developing a kit for shop owners to host their own events with several different levels of participation.” Listen to Leigh Anne in Episode 28.

David Kusa
Established, Autotrend Diagnostics in 1989 and is in Campbell, California. (San Francisco Bay Area) Dave is an AAA-approved auto repair facility that provides general maintenance services for foreign and domestic vehicles, including heating and air conditioning systems, engines, emissions, fuel injection, transmissions and tune-ups. Dave is president of ASCCA, the California Shop Association.

Dave works hard building customer relations and home town value in a city of 2.5 million people. Listen to his episode: 127 and Town Hall LIVE on Concierge Service

Talking Points:

Why is car care education so important to women?
Women are making 80% of the buying decisions.
Women want safe and reliable transportation.
Women are asking basic questions like what kind and type of oil does my car need.
Your first women’s car care clinic should not be overthought. Just do it.
- There are many templates available to help.
- Can set up education stations.
Women need to have fun and entertaining and reward them for their time.
- I learned so much and it was very interesting.
- Get the women to feel empowered.
- Free Manicures and other women friendly services.
- Women brag about the money they save. Coupons and deals are important to engage with
Women are powerful word of mouth marketers. They’ll be on Facebook while at your event.
Your team can shine for these events.
Your community size depends on how often you will hold these seminars.
You could hold a series of events over time:
- Fluids day, Tire Day, etc.
Women, Wheels and Waffles. Leigh Anne Best’s event.
Women who are aging out of foster care are invited to Mighty Auto Pro
At Ask Patty, they act as a marketing force for their clients. They will create the graphics needed for social media to promote your women clinic. They have ideas and graphics and a step by step plan and timeline for a women’s clinic.
Availability of a report from the Women in Auto Care Here. This is a draft and Amy Mattinat from the Women in Auto Care is interested in your feedback. Her email is: here.
Find the time to commit.
Address your women clients with events during the year.
- Consider doing a Facebook live event around women’s car care needs
  - Build themes: Women’s history event, Mom and daughter car care clinic, Prom Time, College
- Use community organization to embrace the event such as girl scouts
- Press releases can support your event to include radio stations and newspaper

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THA 009: ASE Value Proposition -Consumer -Shop Owner -Technician

Carm Capriotto: Automotive Aftermarket Professional — Sat, 17 Jun 2017 20:30:57 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Amy Mattinat

Amy Mattinat of Auto Craftsmen in Montpelier, VA had the good fortune to combine her love of cars with a career in the automotive industry. Whether going on ride-and-drives, teaching car care clinics or running her independent repair shop she is able to combine her two passions: educating the public, especially women, about car care so they can make informed decisions and educating young women about the many career opportunities available in the auto care industry.

Amy was awarded the National Women in Auto Care’s ‘Top Female Shop Owner of the Year’ in 2012 and served as President of the Women in Auto Care 2014 through 2016.

Trish Serratore

Trish Serratore is the President of the National Automotive Technicians Education foundation (NATEF) and Automotive Youth Educational Systems (AYES) and Senior Vice President at ASE. She works closely with all of the organizations within the ASE Industry/Education initiative, which also includes ASE and the Automotive Training Managers Council, to help provide the qualified automotive professionals the industry needs today and tomorrow.

Among many honors, in 2010, Trish was named one of the “Top 100 Women in the Automotive Industry” by Automotive News.

Eric Carlson

Eric has been a technician for over 40 years. His formal automotive education came from Ferris State University where he took all 8 ASE tests prior to graduation in 1977. Eric has re-certified every 5 years since. He took the L1 when it was introduced and is now L3 hybrid certified. Full disclosure: Eric is a subject matter expert for ASE and has participated in writing test questions, in the past 2 years, for the L3 test.

Eric and his wife Jamie bought Ervine’s in 1994 and added Grand Rapids Hybrid to the family in 2013 after Eric became the first Master Hybrid Service Technician in Grand Rapids, MI. Eric has been interviewed by several local television stations and publications seeking his expertise on everything from basic maintenance to the ramifications of “Right to Repair” legislation. Ervine’s Auto Repair and Grand Rapids Hybrid became an ASE Blue Seal of Excellence shop when it was introduced and have been since.

Talking Points:

Eric Carlson will only hire technicians that are ASE Certified. His position is to be sure that every technician was going to become a Certified Master Automotive Technician. All his current technicians are CMAT.
The messaging from the top down has a big factor if the technicians will keep up their certifications and become a Master Technician.
We need to educate the consumer on where to find ASE certified technicians.
Amy promotes the value that ASE certifications mean to her customer.
300,000 ASE certified technicians as of this interview.
Eric is a subject matter expert and has worked on the creation of ASE test questions.
Amy suggests if you have stayed away from ASE because you are not a good test taker, start with your Brake certification first, because you know brakes so well. Gain the confidence.
ASE has a new consumers web presence: ase.com/drivers
Being ASE certified builds a technicians knowledge that is important to our industry.
ASE began in 1972. They are the only industry driven credentials in the industry.
“There is a lack of qualified technicians in the industry.” Trish Serratore. “We need a student pipeline.”
ASE is reaching out to shop owners to get their technicians certified.
“We don’t tell the consumer how good we are at what we do.” Eric Carlson
“My techs are proud to be ASE certified.”, Eric Carlson
“If a shop owner requires ASE certification for technicians it shows a very positive business culture.” Amy Mattinat.
What does the patch mean on the uniform of a ASE certified technician?
- Is it difficult to get them sewn on from your uniform provider? Eric Carlson says no! Because of the high degree of competition uniform companies will do anything to get your business.
- Techs stand a little taller with their patch on.
ASE Blue Seal recognition demonstrates to the consumer a shops commitment to technician certification.
Has the word ‘certified’ been overused in our industry?
We are trying to change the image and attract people to our industry.
ASE can provide logo’s. Go to ASE.com to find out how to best promote your shops certification milestones.
See episode 122 for an ASE Roundtable: “ASE Test Uncovered”

ASE Website

ASE Consumer Facing Webpage

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THA 008: Concierge Service – The Next Frontier

Carm Capriotto: Automotive Aftermarket Professional — Sat, 17 Jun 2017 20:00:25 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

David Kusa established, Autotrend Diagnostics in 1989 and is in Campbell, California (San Francisco Bay Area). Dave is a AAA-approved auto repair facility that provides general maintenance services for foreign and domestic vehicles, including heating and air conditioning systems, engines, emissions, fuel injection, transmissions and tune-ups.

Dave is president of ASCCA, the California Shop Association and works hard building customer relations and home town value in a city of 2.5 million people. Listen to his episodes: 127, 226

Bruce Howes has specialized in the service of European automobiles since he was 21 years old. He is a Bosch Trained technician, with extensive experience in BMW, Mercedes and Volvo. Bruce’s business background began with his family business, his grandfather owned an automotive repair shop during the 1920s.

In 2003 he opened the Atlantic Motorcar Center in Wiscasset, ME. Bruce leads a team of highly trained and certified technicians. His business takes a rather unique approach to customer service, focusing on relationships with customer and car. Bruce shares “When a customer comes in and spends more time sharing their son’s baseball game, or showing us photos from their last vacation, then I know I’ve done my job.”

Bruce is also a Dale Carnegie graduate and former volunteer with Junior Achievement.

Jeremy O’Neal is President and lead sales trainer for Advisorfix, began his career as a Service Advisor and quickly moved into Service Management at the dealership level for VW, Audi, and Porsche. His strong customer satisfaction scores and ability to increase sales consistently placed him in the top 3% of Service Advisors across the nation.

Talking Points:

What is Concierge Service?
Jeremy O’Neal, “True Concierge Service is not a company policy. It is a code of conduct that everyone in your company adopts.”
True Concierge Service is anticipating the needs of your customer before they ask for it.
We are in the transportation business. Are we fixing the car or the patient?
Are customers demanding a higher level of convenience?
Is our time bound world making demands on your customer service level?
Can Concierge Service create a more loyal customer?
Can Concierge Service create more required work or better maintenance numbers?
The power of differentiation?
Why is convenience important?
Customers want to feel important, know that they are heard and their needs are understood.
Cleanliness if key for female friendly and employee morale.
How deep should Concierge Service go? What are the minimum thresholds. Here is the clinic as discussed on the Academy.
- Clean Loaner Cars is differentiation.
  - High miles to show my maintenance is so important.
  - Convenience of Uber, Lyft.
  - Run properly is has a positive ROI.
- If you wash cars don’t put a service limit. If you commit do them all. Be sure you provide a clean car back to the customer.
- Car is done on-time at the promised time.
- Customers will judge us at time of delivery.
  - Provide a token of appreciation inside the car.
- Treat car delivery as a celebration. High Fives.
Pickup and delivery service of the vehicle?
- Shuttle service/Uber, Lyft service.
Wash and vacuum car.
Bruce Howes sends a box of brownies one week after a repair.
Bruce Howes also has a strategy called ‘One Free Thing’. They look for these opportunities.
- A Door Squeak, Light Out.
- Will tell customer at time of delivery.
Walk out with customers and take out the seat cover and floor mat. Don’t let the customer do this.
- The last touch

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THA 006: Managing a Negative On-Line Review

Carm Capriotto: Automotive Aftermarket Professional — Sat, 17 Jun 2017 19:30:34 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Kathleen Long the VP of Customer Success and GM of the Shop Network at RepairPal. One of Kathleen’s focuses is sharing results of their constant surveying of the automotive consumer. Liten to Kathleen in episode 156.

Talking Points:

Bad reviews Happen Is it necessarily a bad thing.
Is it Really a Bad Review.
Determine who your customer is so you’ll know when they walk in the door. If you do business with discount people you will pay over and over in many ways including a negative review.
How can you shine from a Bad Review.
How much is attributed to the in store customer experience?
Will you know if you’re about to get a bad review?
Is it important to have a cooling off period?
Solve the problem if you can.
How do you respond to a bad review?
How to counteract bad reviews.
What really happened and can it be fixed. Is it internal or external?
Does Sorry work?
Practice aggressive hospitality.
What about bogus reviews?

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THA 005: Must Attend Training Conferences

Carm Capriotto: Automotive Aftermarket Professional — Sat, 17 Jun 2017 18:57:56 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Sheri Hamilton is ASA Midwest Executive Director. She not only leads the shop owners in six Midwestern states, Sheri is also the Conference Manager of the VISION Hi-Tech Training and Expo in Kansas City. Sheri and her team are the driving force behind this event held every March. Her passion for education and training is also shown through her service as the Chair of AMi – the Automotive Management Institute. You can hear Sheri in podcast episode 84 and 204.

Pete Meier is the Director of Training for the UBM Advanstar Automotive Group, which includes the training event NACE/Automechanika, Motor Age, ABRN, and Aftermarket Business. His primary goal is to bring working technicians the information they need to succeed. Pete is an ASE certified Master Technician and sponsoring member of iATN. He has over 35 years practical experience as a technician and educator, covering a wide variety of makes and models. You can hear Pete in eppisode 36, 59, and 90.

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose drive-ability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.You can hear Matt in episodes 122, 146, 200, 206, and 230.

Brent Berman has been involved in the Automotive Industry for over 25 years primarily in the technical field evolving from mechanical to digital. In his eighteen years at Federal-Mogul, Brent has held roles of increasing responsibility in technical training then marketing and now manages the Garage Gurus training group that include Gurus ON-Call, Gurus On-Demand, Gurus On-Line Learning and the On-The Go product technology vans.

Brent also leads the Catalog and Research team, overseeing critical activities from training, tech support, cataloging, e-Data and digital media. Brent also oversees the company’s “Tech First” initiative that seeks to simplify and improve the many touch points it has with all levels of customers. You can hear Brent in episode 110.

Highlights:

Training budgets must be established in every professional shop so technicians don’t have to pay for these top events out of their own pocket.
Training policies need to be established for every technician educational program.
What needs to change is the culture in the shops themselves. Too many shop owners won’t support their technicians in getting the training that, in the end, benefits them too.
How to get the most out of training events.
Pete Meier, “The best training event is the one you can get to.”
Sponsoring vendors at these training events need to be supported. They help keep the costs low.
And more!

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THA 004: Preparing Your Business For Sale

Carm Capriotto: Automotive Aftermarket Professional — Mon, 12 Jun 2017 18:30:40 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Ron Haugen owns and operates Westside Auto Pros in Des Moines Iowa. Celebrating their 20th year in business this year, having started with one employee they are now at a staff of 25. Ron is an ASE Master Technician, has his AAM certification is an AMI Certified instructor. Ron also provides coaching and consulting for auto shops across the country. Ron is Co-Chair of Vision, President of the Des Moines ASA chapter and wants to be in Puerto Morelos Mexico whenever he is not in Des Moines. You can hear Ron is episode 107 and 204.

Bob writes management articles for ASA’s magazine Auto Inc as well has developed live business management classes for ASA , writes monthly management articles for Motor Age magazine in the USA and – effective Feb 1st writes semi-monthly shop management articles for CARS magazine and monthly management articles for the wholesale side of the industry in Jobber News magazine, both in Canada as well as writes management articles for Auto & Truck Atlantic magazine located in the Maritime (Eastern) region of Canada

Garry Plimmer Is consultant and former owner of Garry’s Automotive in Boise, ID. His wife Jerilyn and Garry sold the business on January 24th of this year after an 8 yearlong succession plan with two of their employees, John and Jared.

Gary had a successful 2016 with $2 Million in sales with a net profit of 25%. We have been an RLO Training, Bottom Line Impact Group member for the last 6 years, and besides other awards, Garry also won the NAPA/ASE National Technician of the year for 2013. Gary and I shared an interview on the podcast #135.

Gary looks forward to sharing with you his and Jerilyn’s trip to financial freedom!

Talking points:

Best candidate may just be an internal candidate to sell your business to.
Greenwood: “90% of sales he’s been involved with have been internal candidates.”
According to SBA they will need 20% down and the owner need to help make that happen.
Would you buy your own business? If you say no, then you’ll never sell it.
A succession plan gives you time to put a sale together.
The person who is buying your business needs to have the money, experience and training to sustain the business.
Succession plans may take up to four to seven years to complete.
If you had $400,000 to put down on a business, would you buy an auto repair business?
You must make yourself replaceable and not irreplaceable.
How to transfer ownership to an internal candidate.
You may not get one big fat check.
Must have operating procedures and systems.
You must have a learning culture top to bottom in your business.
Build your succession team. Accountant, Banker, Lawyer and possibly a business broker to help with an evaluation.
Find a local bank who is an SBA preferred lender.
SBA does care about relevant experience as one criteria to lend to a potential buyer.
Lenders don’t look at assets they look at cash flow.
Garry shares his bonus program that brought his candidate up to a down payment number. He also asked his candidates to save up the same amount personally so that at the time of transaction there was a 20% down payment.
Ron Haugen, ‘SBA will consider a percent of ownership as a down payment.”
Discussion on multiples.
Family succession discussion.
Greenwood, “If you are ready; start now and update your will.”

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THA 003: Top Qualities of a Service Adviser

Carm Capriotto: Automotive Aftermarket Professional — Mon, 12 Jun 2017 18:00:48 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

John Eppstein is the owner of John’s Automotive Care in San Diego, CA since 1998, admits he was a better tech than a businessman, but did something about it. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year. Hear John in our one on on interview in episode 119 and 200.

Talking Points:

Do advisers need technical experience and knowledge
Personality or experience ?
They need to be able to connect with a broad range of people and personalities to include the customers, fellow coworkers and vendors.
They need to be able to stay calm under pressure and handle all the minor details.
Service advisers must have these traits: Integrity, Loves people and be an Extra Miler

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THA 002: Resolutions

Carm Capriotto: Automotive Aftermarket Professional — Mon, 12 Jun 2017 17:40:55 -0400

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Barry Barrett is the Director of training for RLO Training and former Keynote speaker for VISION, ASA Pennsylvania, and Auto Super Shoppes in New Zealand. His passion is helping other people find their passion through Service Adviser training. He believes that you have to Be before you can do and you have to do before you can have all that life has to offer!
Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. He currently spends his 60 plus work hours collaborating with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill currently serves on several industry and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries and Cardone.
Jerry Kubitsy is celebrating 31 years at Summit Transmissions of La Mesa, CA. Jerry started as the front office manager. The company, which started out as a pure transmission shop, now does all types of repairs including tune ups, suspension work and differentials. Jerry also serves as one of the Directors for ASCCA at the state level, as well as an adviser for two college boards.
Joe Hanson was sweeping floors, as far back as he remembers. He ran for parts or working in his dad’s shop, Gordie’s Garage from Roseville, MI. For the past 10 years Joe has been managing all the operations.Under his father’s leadership he has seen what it really takes to make a business like this work. Joe has attended Management Success, NAPA training and most recently he is a member of the RLO 20 Group 13. He has served on the NAPA Advisory Council and attended Lawrence Tech University as well as earning the ASE Certification of Service Consultant.

Talking Points:

Reasons people don’t set goals
How do you keep score of what you accomplished?
Having an accountability partner. Do you need one?
Time is the most valuable element in our Universe, yet it’s nowhere to be found in the periodic chart. Let’s spend it wiser

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THA 001: How to Improve Customer Loyalty

Carm Capriotto: Automotive Aftermarket Professional — Mon, 12 Jun 2017 17:14:26 -0400

This was our 1st and we were working through start-up technical difficulties. Each week there were improvements made to the quality.

Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.

Watch like a DOCUMENTARY … Learn like a SEMINAR.

Helping automotive aftermarket professionals improve; one lesson at a time.

Academy Panel:

Jody DeVere is CEO of Ask Patty. Jody works with automotive retail locations to become Certified Female Friendly, learning how to create a culture and experience that attracts and retains loyal women customers.

Greg Skolnik, Owner, Manager, and Master Technician, guiding Motor Works, Inc from its inception to the well-established and highly regarded service facility it is today. He is certified as a Master Automobile Technician and holds the prestigious L-1 advanced engine performance and emission analysis certification. In November of 2004, Greg also received his (A.A.M.) degree from the Automotive Management Institute. Hear Greg’s episodes 46, 63 and 69 (e-Myth)

John Eppstein is owner of John’s Automotive Care in San Diego, CA since 1998, admits he was a better tech than a businessman, but did something about it. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year. Hear John one-on-one in episode 119.

Talking Points:

How do you measure loyalty?
Do loyalty programs work?
Listen to your customers.
Give your customer something positive to remember you.
Processes are very important to create customer loyalty.

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Town Hall Academy - Archive

Make your Competitor Your Friend [THA 163]

Are You Paying for Training? The Right Thing To Do [THA 162]

Insurance Coverage Review – Part 1 [THA 161]

Open Forum: Ask the Shop Owner – Part 2 [THA 160]

Service Advisor Role Play #4 [THA 159]

Shop Owner Open Forum [THA 158]

Flat Rate vs Hourly-Bonus Hybrid Pay Plans [THA 157]

Localizing National Training [THA 156]

Are You Selling Tires? [THA 155]

Cash is King and Important to Your Business [THA 154]

Pricing Parts Purchased from Dealers [THA 153]

How To Increase Your Labor Rate Without Losing Car Count [THA 152]

Dominate Your Market – Own the Two Mile Zone [THA 151]

THA 150: Three Financial Challenges – Coaches Perspective

THA 149: Top Financial Challenges to Overcome – Shop Owner Perspective

THA 148: Generating Repeat Business

THA 147: Overcoming Debt

THA 146: The Value of Twenty Groups

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THA 145: The Extreme Value of Shop Tours Part 2

THA 144: Drug Testing in the New Age of Legalized Cannabis

THA 143: myASE Renewal APP – There’s an APP for That!

THA 142: Business Coaches Lab – Building an Enduring Business Culture – Part 2

Cecil Bullard is President of the Institute for Automotive Business Excellence.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor.

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC).

THA 141: Selling Your Business – Valuation Strategies

THA 140: Interview Tactics for a Cultural Fit

THA 139: Trending – Close the Shop and Take My Entire Team to Training

THA 138: The Business Side of ADAS – Advanced Driver Assistance Systems

THA 137: The Language of Welcome

THA 136: Branch Growth Strategy

THA 135: Implementing Profit First – Shop Owners Thrilled With Results

THA 134: Market Changes and What I’m Doing About Them

THA 133: Why Soft or Life Skills Training Matters for Business Success

THA 132: Business Coaches Lab: Building an Enduring Business Culture

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Cecil Bullard is President of the Institute for Automotive Business Excellence.

Rick White has been working in the automotive, software & coaching industries for greater than thirty years and is currently an AMI-approved training instructor.

Murray Voth, owner of RPM Training learned how to service and repair cars, motorcycles, and airplanes in his youth and earned his commercial pilot’s license.

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC).

Key Talking Points:

Every family has dysfunctions (unwritten rules) People want to have a guideline and rules to define what their purpose is at work

How to start:

THA 131: Preparing Your Shop For the Next Five and Ten Years

Key Talking Points

THA 130: Service Advisor Role Play #3

Key Talking Points:

Overall notes:

THA 129: Customer Financing Options

Check out this episode’s Customer Financing Options. What options do you have to help your customers with credit choices?

Amy was awarded the 2012 Top Female Shop Owner of the Year!

Leon moved to Rochester, Washington in 2006.

He looked for options because he needs to continue serving his customers in a timely and efficient manner.

Providence lent his hand!

Leon’s shop offers a complete auto to light truck service

Key Talking Points:

Leon:

Leon’s M & D loan (Mon and Dad)

Amy:

THA 128: Valuing and Positioning Your Business For Sale

THA 127: Overcoming Owner Burnout

THA 126: Firing Customers – When is it Right or Wrong?

THA 125: Client Loyalty Programs – Do They Work?

THA 124: So You Need an Accountability Coach?

THA 123: The Power of the Supplier and Service Professional Relationship.

THA 122: Talent Management – Developing Your Leadership Team

THA 121: APPS That Improve Productivity and Make for a More Efficient You

THA 120: How Can We Provide Our Technicians a $100K Yearly Pay Package?

THA 119: Improving Employee Loyalty

THA 118 Recruiting Students to Discover a Career in Automotive

THA 117: Creative Brainstorming: How To Build an Idea Factory

THA 116: Business Coaches Lab – Improving Shop Efficiency

THA 115: Who Says You Need an Automotive Background to Run a Successful Shop

THA 114: Taking Community Involvement to the Next Level – CarFest – Philanthropy on Steroids

THA 113: Taking Care of Your Most Valuable Asset – YOU!

THA 112: Aftermarket Training in the Age of Rapid Tech Changes. How To Navigate Your Training Needs.

THA 111: Building New Customers

THA 110: Charging What We Are Worth