Town Hall Academy: Recent Episodes
Carm Capriotto, AAP
Single-subject Town Hall Format from a panel of aftermarket professionals sharing their knowledge and best practices. The ‘Academy’ is a learning summit for the automotive aftermarket professional.
THA 164 Final Inspection - Quality Controls
We are tackling Quality Controls and the Final Inspection. This episode aired live during the Covid-19 Pandemic and will become an important listen not only for the power of a good Quality Control process but how the Coronavirus weaved into this conversation.
In this episode I’m joined by Chris Cloutier, Golden Rule Auto Care and CEO of Autotext.me and Tom Ham, Auto Centric, Grand Rapids, MI and Automotive Management Network and
Frank Scandura, Frank’s European, Las Vegas.
This team does have strong Final Inspection QC - Quality Control practices. They share why they do it, what they’ve learned, that we are human and make mistakes which is the strongest reason for a good Final QC process and we also spice this conversation with their practices in light of the Covid-19 pandemic.
There is no need to take notes. If you want them go to remarkableresults.biz/a164 /// on my website! On the show notes page find my guests bio’s and links to their previous episodes. Also the lists Chris Cloutier offered are also linked there.
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 https://remarkableresults.biz/?s=Brad+Pellman (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 https://remarkableresults.biz/?s=%22Peter+Foreman%22 (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 https://remarkableresults.biz/?s=%22Paul+Marquardt%22 (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...
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 https://remarkableresults.biz/town-hall-academy/a146/?s=%22Keith+Williamson%22 (HERE). John Long started to gain more interest in vehicles and just after his 21stbirthday 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 https://remarkableresults.biz/?s=%22John+Long%22 (HERE). Tyler Hubbard is the owner, I-70 Auto Service, Kansas City, MO. Listen to Tyler’s previous episodes https://remarkableresults.biz/?s=%22Tyler+Hubbard%22 (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: https://remarkableresults.biz/captivate-podcast/f075/ (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...
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 https://remarkableresults.biz/?s=%22bambi+crozier%22 (HERE). 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 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. 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 https://remarkableresults.biz/?s=kim+auernheimer (HERE). 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...
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 https://remarkableresults.biz/?s=%22bizub%22 (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 http://smallbizvantage.com/ (smallbizvantage.com). Hear Maryann in her previous episodes https://remarkableresults.biz/?s=maryann+croce (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 https://remarkableresults.biz/?s=%22Tony+Tatich%22 (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
https://youtu.be/t3cgw0Mbc2Y 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 Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes https://remarkableresults.biz/?s=%22Jeremy+O%27Neal%22 (HERE). Link to Advisorfix http://www.advisorfix.com/ (HERE). Todd Zimmerman is Dynamic Automotive's Location leader. Previous episodes https://remarkableresults.biz/?s=Todd+Zimmerman (HERE). Jayson Preston. Supervisor, Parts and Service, Curt's Service Inc., Oak Park, MI Previous episodes https://remarkableresults.biz/?s=Jayson+Preston (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 https://my.captivate.fm/books/ (HERE) Listen to all https://remarkableresults.biz/remarkable-results-radio-podcast/ (Remarkable Results Radio), https://remarkableresults.biz/for-the-record/ (For The Record) and https://remarkableresults.biz/town-hall-academy/ (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 http://www.shop-ware.com (shop-ware.com)
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 https://my.captivate.fm/books/ (HERE) Leave me an honest review on https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4 (iTunes). Your ratings and reviews really help and I read each one of them. Listen to all https://remarkableresults.biz/remarkable-results-radio-podcast/ (Remarkable Results Radio), https://remarkableresults.biz/for-the-record/ (For The Record) and https://remarkableresults.biz/town-hall-academy/ (Town Hall Academy) episodes.
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This episode is brought to you by Shop-Ware Shop Management....
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 https://remarkableresults.biz/?s=%22jeff+Matt%22 (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 https://remarkableresults.biz/?s=Maloney (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 https://remarkableresults.biz/?s=Evaldi (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 https://remarkableresults.biz/?s=hanson (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...
https://youtu.be/FTGZbgwjMXE The Panel: Bryan Gossel, BG Automotive, Fort Collins CO Brian's Previous Episodes https://remarkableresults.biz/?s=Bryan+Gossel (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 https://remarkableresults.biz/?s=haglin (HERE). 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 https://remarkableresults.biz/?s=Brad+Pellman (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 https://my.captivate.fm/books/ (HERE) Leave me an honest review on https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4 (iTunes). Your ratings and reviews really help and I read each one of them. Listen to...
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!" 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 street rod, hot rods, upgrades, and restorations. For Jim, the word “can’t” is not in his vocabulary....
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 https://remarkableresults.biz/?s=%22greenwood%22 (HERE). Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) http://www.aaec.ca/ (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 https://remarkableresults.biz/?s=Greg+Bunch (HERE). Transformers Institute https://www.transformersinstitute.com/ (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 Auto Repair in Hesperia, CA. Previous episodes https://remarkableresults.biz/?s=%22Jeremy+O%27Neal%22 (HERE). Link to Advisorfix http://www.advisorfix.com (HERE). Key Talking Points:More businesses go out of business from lack of cash instead of a lack of profit. Too many run their business out
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 https://remarkableresults.biz/?s=%22haas%22 (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 https://remarkableresults.biz/?s=Rick+White (HERE). Talking PointsFear. 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...
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 https://remarkableresults.biz/?s=%22David+Roman%22 (HERE). David Johnson, DJ Auto, Provo, UT Key Talking Points: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...
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 Talking Points 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...
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 https://remarkableresults.biz/?s=david+justice (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 https://remarkableresults.biz/?s=Cecil+Bullard (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 … https://remarkableresults.biz/e108/ (108 )and https://remarkableresults.biz/e140/ (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 https://remarkableresults.biz/?s=Maylan+Newton (HERE). Key Talking Points: 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...
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 https://remarkableresults.biz/?s=Andy+Massoll (HERE).
John Long started to gain more interest in vehicles and just after his 21stbirthday 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 https://remarkableresults.biz/?s=%22John+Long%22 (HERE).
Tom Ham, with the help of his wife Deb, is the creator and owner of http://www.automotivemanagementnetwork.com/ (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 https://remarkableresults.biz/?s=%27tom+ham%27 (HERE).
Key Talking Points:
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 https://amzn.to/2t20sG6 (HERE).
Podcast episodes on Profit First https://remarkableresults.biz/?s=%22Profit+First%22...
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 https://remarkableresults.biz/?s=%22David+Roman%22 (HERE).
Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994
Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies.
Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!! Listen to Kelli’s previous episodes https://remarkableresults.biz/?s=%22Kelli+Weatherby%22 (HERE).
Key Talking Points:
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
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 https://remarkableresults.biz/?s=kim+walker (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 https://remarkableresults.biz/?s=%22Tom+Lambert%22 (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 https://remarkableresults.biz/?s=AJ+Nealey (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...
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.
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”. Look for Judi’s previous episodes HERE.
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.
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...
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 https://remarkableresults.biz/?s=%22vic+tarasik%22 (HERE).
Key Talking Points
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
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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 http://shop-ware.com...
Judy Zimmerman Walter is co-owner with her uncles and the CFO of, this 57-year young service business. http://www.zimmermansauto.com/ (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.Key Talking Points: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...
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
https://remarkableresults.biz/tag/ase/ (Other episodes with an ASE connection HERE.)
Key Talking Points:
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
http://www.myaserenewal.com (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 https://remarkableresults.biz/books/ (HERE)
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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 https://remarkableresults.biz/?s=Cecil+Bullard (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 https://remarkableresults.biz/?s=%27rick+white%27 (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 arehttps://remarkableresults.biz/?s=%22greenwood%22 ( HERE). Key Talking Points: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) https://amzn.to/2W6tsqK ( LINK HERE) Do what you do best. Learn more about it. DISC – Communication behavior assessment – From Tony Robbins https://www.tonyrobbins.com/disc/ (LINK HERE) Creating your culture is just one small part of the responsibilities of the CEO. You can’t...
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 Episodehttps://remarkableresults.biz/?s=%22Bob+Ward%22 ( HERE). Warden LLC website https://www.wardden.com/#/home (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 https://remarkableresults.biz/?s=Joel+Zaleski (HERE). Cardinal Brokers https://cardinalbrokers.com/ (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.
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 https://remarkableresults.biz/?s=Greg+Bunch (HERE). Transformers Institute https://www.transformersinstitute.com/ (HERE).
Key Talking Points:
Resources:
A special thanks to Bob Ward, Joel Zaleski, and Greg Bunch for their contribution to the aftermarket.
Books Page https://remarkableresults.biz/books/ (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...
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 https://remarkableresults.biz/?s=%22kirk+richardson%22 (HERE).
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. Check out Jim’s other episode https://remarkableresults.biz/?s=Jim+Hayes (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...
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
Key Talking Points:
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 https://remarkableresults.biz/books/ (HERE)
Leave me an honest review on...
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 https://remarkableresults.biz/?s=%22david+Friend%22 (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 https://remarkableresults.biz/?s=mike+reynolds (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 https://remarkableresults.biz/?s=%22scott+Brown%22 (HERE).
Key Talking Points:
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
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 https://remarkableresults.biz/?s=nalu (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 https://remarkableresults.biz/?s=%22leutz%22 (HERE).
Brian Glowski is from South Street Auto Care, Rochester, MI
Key Talking Points:
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.
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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.
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=Danielle+Bohlman (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 https://remarkableresults.biz/?s=Chris+Cotton (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.
Key Talking Points
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...
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 https://remarkableresults.biz/?s=%22Kathleen+Jarosik%22 (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!
Key Talking Points:
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...
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.
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”. Look for Judi’s previous episodes https://remarkableresults.biz/?s=haglin (HERE).
Kyle Holt is the President of S/P2 (sp2.org). S/P2 serves businesses and career tech schools in the automotive service, collision repair, heavy-duty/diesel, welding, construction, cosmetology, and culinary industries. S/P2 is used by over 175,000 students and employees every year across North America.
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 https://remarkableresults.biz/?s=%22kyle+holt%22 (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 https://remarkableresults.biz/?s=Jeff+Peevy (HERE).
Key Talking Points
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...
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 https://remarkableresults.biz/?s=Cecil+Bullard (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 https://remarkableresults.biz/?s=%27rick+white%27 (HERE).
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 https://remarkableresults.biz/?s=MURRAY+VOTH (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 arehttps://remarkableresults.biz/?s=%22greenwood%22 ( HERE).
Key Talking Points:
Why do I need a good culture
Your people need to think about your business and the nurturing environment you have to accomplish your mission with a set of standards and values
Culture is the environment where people can flourish and grow
Culture will attract the right people and takes friction out of the business
Everyone is on the same page with less stress
Culture is what you stand for
Does your team believe you have their back?
Does your team have your back?
Do your people believe your organization can change?
You need to know who you want to be
We have a lack of targets and goals so you know when you are successful and winning the game
Interview skills will lean to finding a fit for your culture vs. aptitude
Setting goals without dates, assignment and accountability is just a dream
Every family has dysfunctions (unwritten rules) People want to have a guideline
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.
The Panel:
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 https://remarkableresults.biz/?s=%22Kelli+Weatherby%22 (HERE).
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 https://remarkableresults.biz/?s=nalu (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 https://remarkableresults.biz/?s=AJ+Nealey (HERE.)
Key Talking Points
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) https://remarkableresults.biz/a040/ (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.
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 https://remarkableresults.biz/?s=%22Renna+Rennebohm%C2%A0%22 (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
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 https://remarkableresults.biz/?s=%22Amy+Mattinat%22 (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 ,...
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 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.
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...
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 https://remarkableresults.biz/?s=gerry+frank (HERE).
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=hanson (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 https://remarkableresults.biz/?s=jerry+kezhaya (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 https://remarkableresults.biz/?s=%22Doug+Callaghan%22 (HERE).
https://youtu.be/IPYY6CvcUqQ (LINK: Chick-Fil-A — Every Life Has a Story)
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=brian+bates (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 https://remarkableresults.biz/?s=%22vinnie+lucido%22 (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.
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=barry+barrett (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 https://remarkableresults.biz/?s=%22Carlo+Sabucco%22 (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 https://remarkableresults.biz/?s=kevin+eckler (HERE).
Key Talking Points:
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....
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.
Key Talking Points:
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 https://remarkableresults.biz/books/ (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...
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.
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”. Look for Judi’s previous episodes https://remarkableresults.biz/?s=haglin (HERE).
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 https://remarkableresults.biz/?s=palermo (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 https://remarkableresults.biz/?s=mark+roberts (HERE).
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=%22Ryan+Clo%22 (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 https://remarkableresults.biz/?s=Edwin+Hazzard (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 https://remarkableresults.biz/?s=Craig+O%27Neill (HERE).
Key Talking Points:
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
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 https://remarkableresults.biz/books/ (HERE)
Leave me an honest review on https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4 (iTunes). Your ratings and reviews really help and...
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 https://remarkableresults.biz/?s=%22seth+thorson%22 (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 https://remarkableresults.biz/?s=jerry+kezhaya (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, adoptions, 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.
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 https://remarkableresults.biz/?s=%22fanslow%22 (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 https://remarkableresults.biz/?s=%22Frank+Scandura%22 (HERE).
Key Talking Points
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...
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
Key Talking PointsDonnie 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 https://remarkableresults.biz/books/ (HERE) Leave me an honest review on https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4 (iTunes). Your ratings and reviews really help and I read each one of them.
http://on.fb.me/1OKap9H (Facebook )http://bit.ly/1Qn68fO (Twitter )http://bit.ly/1SVqRvh (Linked In )Email http://eepurl.com/bhqME9 () 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...
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.
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 https://remarkableresults.biz/?s=%22seth+thorson%22 (HERE).
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 https://remarkableresults.biz/?s=macholz (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.
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=%22Shari+Pheasant%22 (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 https://remarkableresults.biz/?s=%22Barry+Barrett%22 (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 https://remarkableresults.biz/?s=david+eschbach (HERE).
All the books mentioned on the podcast can be found on the https://remarkableresults.biz/books/ (Books Page.)
Key Talking Points:
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:...
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 https://remarkableresults.biz/?s=Cecil+Bullard (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 https://remarkableresults.biz/?s=%27rick+white%27 (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 https://remarkableresults.biz/?s=jude+larson (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?
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 https://remarkableresults.biz/?s=MURRAY+VOTH (HERE).
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...
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 https://remarkableresults.biz/?s=Brian+sump (HERE)
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 https://remarkableresults.biz/?s=%22bizub%22 (HERE).
Key Talking Points:
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.
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 locatiohttps://www.carfestsa.org/ ()n 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 https://remarkableresults.biz/?s=mark+colaw (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 https://www.carfestsa.org/ (HERE).
Resources:
A special thanks to Mark Colaw, Gary Pundt, and Louie Sirianni for their contribution to the aftermarket.
CARFEST Website https://www.carfestsa.org/ (HERE).
Books Page https://remarkableresults.biz/books/ (HERE)
Leave me an honest review on https://airtable.com/tblOgQmbnkHekpl0L/viwSbPkieMNhLOmtK/recQNomCKr1D5I9x4 (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 http://jasperengines.com (jasperengines.com)
Subscribe to a mobile listening app https://remarkableresults.biz/app/ (HERE).
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 https://remarkableresults.biz/?s=%22ron+ipach%22 (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 https://remarkableresults.biz/?s=hanson (HERE).
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=ryan+kooiman (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.
Key Talking Points:
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.
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 https://remarkableresults.biz/?s=Greg+Bunch (HERE). Transformers Institute https://www.transformersinstitute.com/ (HERE).
David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois.
David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service.
In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David https://remarkableresults.biz/?s=%22David+Roman%22 (HERE).
Key Talking Points:
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. http://www.remarkableresults.biz/books/...
Your Learning Curve Never Sounded So Good
The Panel:
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 https://remarkableresults.biz/?s=mark+colaw (HERE).
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 https://remarkableresults.biz/?s=david+justice (HERE).
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 https://remarkableresults.biz/?s=palermo (HERE).
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=donny+seyfer (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 https://remarkableresults.biz/books/ (HERE). Listen to Rob’s previous episodes https://remarkableresults.biz/?s=rob+rowsell (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 https://remarkableresults.biz/?s=mark+roberts (HERE).
Key Talking Points:
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
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-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 https://remarkableresults.biz/?s=kevin+eckler (HERE).
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.
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 https://remarkableresults.biz/?s=lisa+eckler (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 https://remarkableresults.biz/?s=Jim+Belliveau (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.
Key Talking Points:
PEO: Professional Employer Organization...
Your Learning Curve Never Sounded This 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 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.
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 https://remarkableresults.biz/?s=kim+auernheimer (HERE).
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 https://remarkableresults.biz/?s=%22Kathleen+Jarosik%22 (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 https://remarkableresults.biz/?s=jonathan+ortiz (HERE.)
Key Talking Points:
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...
Your Learning Curve Never Sounded So Good
The Panel:
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 https://remarkableresults.biz/?s=hanson (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 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 https://remarkableresults.biz/?s=%22Greeno%22 (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 https://remarkableresults.biz/?s=Gary+Pontious+Jr. (HERE).
Key Talking Points:
5 Step Program
Two negatives don’t make a positive
Breath and DO NOT respond
Don’t Get mad. Once you hit enter everyone sees it.
Take ownership. Acknowledge the review. Take the higher ground.
Be clear and offer advice on how to continue the relationship
Find out what the heck really happened
Learn to be neutral in your thinking.
Rally to troops. Read the negative review together.
You may find that communication is a problem.
Take advantage of the learning opportunity
Where did we go wrong and right?
Processes and procedures may have broken.
Be collaborative, with your team, in solving your problems.
Learn and grow from this.
Take ownership of every review.
Book: Extreme Ownership (find on books page HERE)
Finalize a resolution, respond and over deliver
The team should have bought into the problem and solution.
Finalize a resolution and response and execute
Start with ‘Thank You’ not I’m Sorry. (Bill Greeno)
You must respond. A no response can be hurtful when the public is searching your reviews.
A phone call can be a powerful tool.
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!
Simply praise/forgive and MOVE ON!
Celebrate the WINS. The 5 Star reviews.
Builds confidence and the positivity grows
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
Your Learning Curve Never Sounded So Good
Jacquie Walter Hower is the Director of Operations and 3rd 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 https://remarkableresults.biz/?s=Jacquie+Hower (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 https://remarkableresults.biz/?s=%22carly+Paiva%22 (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 https://remarkableresults.biz/?s=%22lauren+anderson%22 (HERE).
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=Cecil+Bullard (HERE). Institute for Automotive Business Excellence http://iforabe.com/ (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 https://remarkableresults.biz/?s=%27rick+white%27 (HERE). 180Biz Website https://www.180biz.com/ (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 https://remarkableresults.biz/?s=jude+larson (HERE). Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. ACT Group website https://www.automotivecoachingandtraining.com/ (HERE).
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?
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 https://remarkableresults.biz/?s=MURRAY+VOTH (HERE). RPM Training website https://rpmtraining.net/ (HERE).
Key Talking Points:
‘Just One Thing’ can really help you be a better implementer.
Book ‘Just One Thing’ -Gary Keller. Find it on the Books Page https://remarkableresults.biz/books/ (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...
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 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 https://remarkableresults.biz/?s=%22haas%22 (HERE).
Key Talking Points:
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...
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 https://remarkableresults.biz/books/ (HERE).
Tanner Brandt, owner Tanner’s auto Clinic LLC, Mobile diagnostics and programming as well as teach for CTI
Key Talking Points
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....
Your Learning Curve Never Sounded This Good.
The Panel:
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. Learn of Jonathan’s previous episodes https://remarkableresults.biz/?s=jonathan+ortiz (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. Learn of Carlo’s Previous episodes https://remarkableresults.biz/?s=Sabucco (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 https://remarkableresults.biz/?s=%22Peter+Foreman%22 (HERE).
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=%22vic+tarasik%22 (HERE). Maryann Croce of Croce Transmissions in Norwalk, CT and business adviser at smallbizvantage.com. Previous Episodes https://remarkableresults.biz/?s=%22maryann+croce%22 (HERE). Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre. Previous Episodes https://remarkableresults.biz/?s=%22bob+greenwood%22 (HERE). Greg Buckley is the CEO Buckley’s Personalized Auto Care in Wilmington, DE. Previous Episodes https://remarkableresults.biz/?s=%22greg+buckley%22 (HERE). Shari Pheasant and her husband Jeff own A Master Mechanic, and she is known as the Queen of Horsepower. Previous Episodes https://remarkableresults.biz/?s=%22shari+pheasant%22 (HERE). Chris Cloutier is co-owner of Golden Rule Auto Care and CEO of AutoText ME. Previous Episodes https://remarkableresults.biz/?s=%22chris+cloutier%22 (HERE). Brian Walker is the founder and CEO of 5 Stones, a marketing agency in Hammond, Louisiana and former shop owner. Previous Episodes https://remarkableresults.biz/?s=%22brian+Walker%22 (HERE). Bill Hill owner of Mighty Auto Pro from Medina, OH. Previous Episodes https://remarkableresults.biz/?s=%22Bill+Hill%22 (HERE). Brett Bohlmann of HWY 7 Service Center, Newel, IA. Previous Episodes https://remarkableresults.biz/?s=%22brett+bohlmann%22 (HERE).
Key Talking Points: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...
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.
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 69cents 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.
Key Talking Points:
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 https://remarkableresults.biz/a084/ (HERE).
Academy Episode 036 https://remarkableresults.biz/a036/ (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....
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 https://remarkableresults.biz/?s=%22Chris+Chesney%22 (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.
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 https://remarkableresults.biz/?s=%22Carlo+Sabucco%22 (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 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.
Key Talking Points:
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...
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
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 https://remarkableresults.biz/?s=%22leutz%22 (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. Listen to Patrick’s previous episodes https://remarkableresults.biz/?s=%22McHugh%22 (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 https://remarkableresults.biz/?s=%22gustafson%22 (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 https://remarkableresults.biz/?s=%22Steve+Ford%22 (HERE).
Key Talking Points
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 https://remarkableresults.biz/download/24228/ (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...
Your Learning Curve Never Sounded So Good
The Panel:
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.
He is now President of Diagnostic Network and shares this plans and vision for this new diagnostician tool. Find Scott’s other episodes https://remarkableresults.biz/?s=%22scott+Brown%22 (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 https://remarkableresults.biz/?s=%22greg+Buckley%22 (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 https://remarkableresults.biz/?s=Fleischman (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.
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=%22Amy+Mattinat%22 (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
Key Talking Points:
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...
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 https://remarkableresults.biz/?s=%22Dennis+McCarron%22 (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 http://smallbizvantage.com/ (smallbizvantage.com). Hear Maryann in her previous episodes https://remarkableresults.biz/?s=maryann+croce (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.
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 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 https://remarkableresults.biz/?s=%22Tom+Lambert%22 (HERE).
Key Talking Points:
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.
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.
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.
Fear believing no one will care as much as you or your brand is on the line. – This comes from not setting clear...
Your Learning Curve Never Sounded So Good
The Extreme Value of Shop Tours Panel: 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! 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 https://remarkableresults.biz/?s=%22Frank+Scandura%22 (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 https://remarkableresults.biz/?s=%22vinnie+lucido%22 (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 https://remarkableresults.biz/?s=%22deb+van+batenburg%22 (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 https://remarkableresults.biz/?s=%22bizub%22 (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 https://remarkableresults.biz/?s=Greg+Bunch (HERE). Transformers Institute https://www.transformersinstitute.com/ (HERE)....
Your Learning Curve Never Sounded So GoodThe 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 https://remarkableresults.biz/?s=%22Clint+White%22 (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 https://remarkableresults.biz/?s=%22Barry+Barrett%22 (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...
Your Learning Curve Never Sounded So Good
The Panel:
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 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 https://remarkableresults.biz/?s=%22greenwood%22 (HERE). Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) http://www.aaec.ca/ (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 https://remarkableresults.biz/?s=Cecil+Bullard (HERE). Institute for Automotive Business Excellence http://iforabe.com/ (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 https://remarkableresults.biz/?s=%27rick+white%27 (HERE). 180Biz Website https://www.180biz.com/ (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 https://remarkableresults.biz/?s=jude+larson (HERE). Jude uses...
Your Learning Curve Never Sounded So Good
The Panel:
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 https://remarkableresults.biz/?s=nalu (HERE.)
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 https://remarkableresults.biz/?s=%22Tom+Piippo%22 (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 https://remarkableresults.biz/?s=%22Ollie+Gelfand%22 (HERE.)
Key Talking Points:
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%...
Your Learning Curve Never Sounded So Good
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 https://remarkableresults.biz/?s=%22bambi+crozier%22 (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.
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 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 https://remarkableresults.biz/?s=%22Tom+Lambert%22 (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 https://remarkableresults.biz/?s=%22Frank+Scandura%22 (HERE).
Key Talking Points:
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....
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 https://remarkableresults.biz/?s=kyle+holt (HERE).
Key Talking Points:
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 https://remarkableresults.biz/books/ (HERE)
Leave me an honest review on...
Your Learning Curve Never Sounded So Good The Panel:
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 https://remarkableresults.biz/?s=%22Dennis+McCarron%22 (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 https://remarkableresults.biz/?s=%22Darren+McLea%22 (HERE).
Key Talking Points:
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...
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 https://remarkableresults.biz/a028/ (PART ONE) and https://remarkableresults.biz/a047/ (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 https://remarkableresults.biz/?s=todd+westerlund (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 https://remarkableresults.biz/?s=%22Goldsmith%22 (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. Previous episodes https://remarkableresults.biz/?s=%22Jeremy+O%27Neal%22 (HERE).
Key Talking Points:
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)
Walk around marketing. Have your business cards with you (JO)
The fortune is in the follow-up! (JO)
If you promise, you must call.
Paperless invoices and estimates. (MG)
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)
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)
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)
Use trigger words, but be sure you back it up....
https://youtu.be/3bOE2PPxrt8 ()
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 https://remarkableresults.biz/?s=%22Keith+Williamson%22 (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 https://remarkableresults.biz/?s=%22bizub%22 (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.
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.
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 https://remarkableresults.biz/?s=%22seth+thorson%22 (HERE).
Key Talking Points:
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:
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 https://remarkableresults.biz/?s=%22Kevin+Eckler%22 (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.
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 these Remarkable Results Radio Episodes https://remarkableresults.biz/?s=%22matt+fanslow%22 (HERE.)
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 https://remarkableresults.biz/?s=%22Bishop%22 (HERE).
Key Talking Points
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...
Your Learning Curve Never Sounded So Good
The Panel:
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 https://remarkableresults.biz/?s=Greg+Bunch (HERE).
Transformers Institute https://www.transformersinstitute.com/ (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 https://remarkableresults.biz/?s=%22Dwayne%20Myers%22 (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 https://remarkableresults.biz/?s=Brian+sump (HERE).
Key Talking Points:
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
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 https://remarkableresults.biz/?s=%22greg+Buckley%22 (HERE).
Chris Chesney is the Senior Director of Customer Training, CARQUEST Technical Institute, and a NASTF board member and a member of the ‘Road To Great Technician’ project. Listen to Chris’s previous episodes https://remarkableresults.biz/?s=chris+chesney (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 https://remarkableresults.biz/?s=%22Jeremy+O%27Neal%22 (HERE).
Key Talking Points
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 –...
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.
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 https://remarkableresults.biz/?s=%22ron+ipach%22 (HERE).
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.
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.
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 https://remarkableresults.biz/?s=%22Shari+Pheasant%22 (HERE).
David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois.
David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service.
In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid...
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 https://remarkableresults.biz/?s=%22Keith+Katz%22 (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 21stbirthday 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 https://remarkableresults.biz/?s=%22John+Long%22 (HERE).
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 https://remarkableresults.biz/?s=%22Keith+Williamson%22 (HERE).
Key Talking Points:
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....
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 https://remarkableresults.biz/?s=%22haugen%22 (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 https://remarkableresults.biz/?s=%22bizub%22 (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 https://remarkableresults.biz/?s=%22BJ+Lee%22 (HERE).
Key Talking Points:
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
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Your Learning Curve Never Sounded So Good
The Panel:
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 https://remarkableresults.biz/?s=%22Business+Coaches+LAB%22 ()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 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 https://remarkableresults.biz/?s=%22greenwood%22 (HERE). Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) http://www.aaec.ca/ (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 https://remarkableresults.biz/?s=Cecil+Bullard (HERE). Institute for Automotive Business Excellence http://iforabe.com (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 https://remarkableresults.biz/?s=jude+larson (HERE). Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. ACT Group website https://www.automotivecoachingandtraining.com/ (HERE).
Find the Business Coaches LAB Series https://remarkableresults.biz/?s=%22Business+Coaches+LAB%22 (HERE).
Key Talking Points:
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...
Your Learning Curve Never Sounded So Good The Academy 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 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 https://remarkableresults.biz/?s=mattinat (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 https://remarkableresults.biz/?s=%22greg+Buckley%22 (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 https://remarkableresults.biz/?s=%22Jeremy+O%27Neal%22 (HERE).
Key Talking Points:
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...
Your Learning Curve Never Sounded So Good The Panel:
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 https://remarkableresults.biz/?s=Greg+Bunch (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 https://remarkableresults.biz/?s=%22Dwayne%20Myers%22 (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 https://remarkableresults.biz/?s=Brian+sump (HERE).
Key Talking Points:
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...
Your Learning Curve Never Sounded So Good
The Panel:
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 https://remarkableresults.biz/?s=%22bambi+crozier%22 (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 is a DISC Certified Master Behavioral Analyst. You can hear Jeremy’s previous episodes https://remarkableresults.biz/?s=jeremy+o%27neal (HERE).
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 https://remarkableresults.biz/?s=%22Scott+Pelava%22 (HERE).
Key Talking Points:
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,
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 https://remarkableresults.biz/?s=kim+auernheimer (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 https://remarkableresults.biz/?s=%22patrick+McHugh%22 (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...
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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 https://remarkableresults.biz/?s=%22bridgwater%22 (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.
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 these Remarkable Results Radio Episodes https://remarkableresults.biz/?s=%22fanslow%22 (HERE).
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 https://remarkableresults.biz/?s=%22eckler%22 (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 https://remarkableresults.biz/?s=jude+larson (HERE). Jude uses his rich experience and business success as he consults, trains and coaches results-focused solutions with clients. ACT Group website https://www.automotivecoachingandtraining.com/ (HERE).
Key Talking Points
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...
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Your Learning Curve Never Sounded So Good
The Panel:
Tom Ham, with the help of his wife Deb, is the creator and owner of http://www.automotivemanagementnetwork.com/ (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 https://remarkableresults.biz/?s=%27tom+ham%27 (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.
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 https://remarkableresults.biz/?s=%22scott+Brown%22 (HERE).
David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois.
David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service.
In 2012, he opened Done With Care Auto Repair 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 https://remarkableresults.biz/?s=%22David+Roman%22 (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...
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Your Learning Curve Never Sounded So Good
The Panel:
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 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 https://remarkableresults.biz/?s=%22greenwood%22 (HERE). Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) http://www.aaec.ca/ (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 https://remarkableresults.biz/?s=Cecil+Bullard (HERE). Institute for Automotive Business Excellence http://iforabe.com (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 https://remarkableresults.biz/?s=%27rick+white%27 (HERE). 180Biz Website https://www.180biz.com/ (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 https://remarkableresults.biz/?s=jude+larson (HERE)....
Your Learning Curve Never Sounded So GoodThe Panel: 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 https://remarkableresults.biz/?s=Lauren+Giver (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 https://remarkableresults.biz/?s=%22Barry+Barrett%22 (HERE). 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 https://remarkableresults.biz/?s=%22Clint+White%22 (HERE). Talking Points: Role Play One Customer: Barry | Service Advisor: Lauren | Observer/Coach: Clint Customer Broken Down on Road. Smith called in to a local auto repair facility because her 2001 Dodge Grand Caravan died right after pulling out of the McDonalds drive-thru. He just picked up his 3 elementary aged kids from school and is stranded with no family/friends to call. He doesn’t have a mechanic and usually takes his van to a local Speedy Lube when the oil light starts to come on.Are you safe. Look is a four-letter word. –Barry Barrett Inspect and evaluate Uber was offered instead of a ride in the tow...
Your Learning Curve Never Sounded So Good The Panel:
Donny Seyfer Executive Officer of NASTF Co-Owner of Seyfer Automotive Donny’s previous episodes https://remarkableresults.biz/?s=donny+seyfer (HERE).
Chris Chesney Director of Customer Training Carquest TechnicalInstitute NASTF Board Member Chris’s previous episodes https://remarkableresults.biz/?s=%22chesney%22 (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 https://remarkableresults.biz/?s=%22saxonberg%22 (HERE).
Bill Haas Haas Performance Training Business Manager of NACAT Bill’s previous episodes https://remarkableresults.biz/?s=%22haas%22 (HERE).
Jeff Peevy, AMAM President | Automotive Management Institut Jeff’s previous episodes https://remarkableresults.biz/?s=%22Peevy%22 (HERE).
Talking Points:
A very important episode to listen to. The NASTF interview from Vision 2018: ‘The Road to Great Technicians’ https://remarkableresults.biz/e312/ (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...
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 https://remarkableresults.biz/?s=%22Ron+Inchausti%22 (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...
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 https://remarkableresults.biz/?s=%22redding%22 (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.
http://www.takingthehill.com (www. TakingTheHill.com)
ASA – Automotive Service Association Website https://asashop.org/ (HERE).
http://on.fb.me/1OKap9H (Facebook | )http://bit.ly/1Qn68fO (Twitter | )http://bit.ly/1SVqRvh (Linked In | )Email
http://eepurl.com/bhqME9 ()
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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 https://remarkableresults.biz/?s=karim+morsli (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 https://remarkableresults.biz/?s=%22greg+Buckley%22 (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 https://remarkableresults.biz/?s=%22chris+cloutier%22 (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 https://remarkableresults.biz/?s=nalu (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...
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...
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...
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 https://remarkableresults.biz/?s=%22Joe+Marconi%22 (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 21st 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.
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 https://remarkableresults.biz/?s=%22John+Long%22 (HERE).
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 https://remarkableresults.biz/?s=%22Gary+Keyes%22 (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....
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 https://remarkableresults.biz/?s=%22john+Francis%22 (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 https://remarkableresults.biz/?s=%27rick+white%27 (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.
Health insurance.
Fuel costs.
Energy costs.
Waste/Recycling costs.
Subscriptions and fees.
Shop supplies, gloves, eye protection.
Phone and internet invoices.
To name a few.
Gross Margin Creep and accuracy.
Costs of oil and staples. Review supplier invoices and be sure that you are making the right margin.
Inventory on the shelf, is your computer cost reflected properly?
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...
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.
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 https://remarkableresults.biz/?s=%22Renna+Rennebohm%C2%A0%22 (HERE).
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 https://remarkableresults.biz/?s=Lauren+Giver (HERE).
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 https://remarkableresults.biz/?s=%22Keith+Williamson%22 (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...
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:
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 https://remarkableresults.biz/?s=%22bambi+crozier%22 (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 https://remarkableresults.biz/?s=%22Goldsmith%22 (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 https://remarkableresults.biz/?s=%27rick+white%27 (HERE).
Bambi Crozier planning guide and list https://remarkableresults.biz/download/12964/ (HERE).
Rick White article on Fraud https://remarkableresults.biz/download/12967/ (HERE).
Talking points:
Bambi Crozier Routine:
5th of the Month: Review P&L & Income Planning, Review & Pay A/P, Review & Collect A/R
20th 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,...
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 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 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 https://remarkableresults.biz/?s=%22Ryan+Clo%22 (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 https://remarkableresults.biz/?s=%22Dwayne%20Myers%22 (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 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 https://remarkableresults.biz/?s=%22Barry+Barrett%22 (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 https://remarkableresults.biz/tag/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
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:
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 http://smallbizvantage.com/ (smallbizvantage.com). Hear Maryann in her previous episodes https://remarkableresults.biz/?s=maryann+croce (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 https://remarkableresults.biz/?s=%22Bob+Greenwood%22 (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 https://remarkableresults.biz/?s=%22mark+roberts%22 (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...
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 https://remarkableresults.biz/a044/ (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.
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 https://remarkableresults.biz/?s=%22Ron+Inchausti%22 (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...
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 https://remarkableresults.biz/a044/ (HERE).
The Academy 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 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 https://remarkableresults.biz/?s=mattinat (HERE).
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 https://remarkableresults.biz/?s=kim+auernheimer (HERE).
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 http://smallbizvantage.com/ (smallbizvantage.com). Hear Maryann in her previous episodes https://remarkableresults.biz/?s=maryann+croce (HERE).
Jacquie Walter Hower is the Director of Operations and 3rd 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
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 https://remarkableresults.biz/?s=%22carrie-lynn%22 (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 https://remarkableresults.biz/?s=%22greg+Buckley%22 (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 https://remarkableresults.biz/?s=%22Brian+Walker%22 (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...
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 https://remarkableresults.biz/?s=jude+larson (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 https://remarkableresults.biz/?s=%22barney%22 (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 https://remarkableresults.biz/?s=%22donnie+carter%22 (HERE).
Carm mentioned shop owner who has a sound page on his website. Rick Bilger’s Podcast Episode # 044 https://remarkableresults.biz/e044/ (HERE). The page on Rick Bilger’s website with the sounds is http://autorepairgreeley.com/noises/ (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...
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 https://remarkableresults.biz/?s=%22margie%22 (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 https://remarkableresults.biz/?s=Gonzo (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....
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 https://remarkableresults.biz/?s=%22pete+rudloff%22 (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 https://remarkableresults.biz/?s=%22bambi+crozier%22 (HERE).
Tom Ham, with the help of his wife Deb, is the creator and owner of http://www.automotivemanagementnetwork.com/ (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 https://remarkableresults.biz/?s=%27tom+ham%27 (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 https://remarkableresults.biz/?s=%27rick+white%27 (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...
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 https://remarkableresults.biz/?s=%27dutch+silverstein%27 (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 https://remarkableresults.biz/?s=%27doug+whiteman%27 (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...
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 https://remarkableresults.biz/?s=%22Jeremy+O%27Neal%22 (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
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. https://ami.knowledgeanywhere.com/Remarkable-Results-Town-Hall-Academy-Episode-THA-048-Grow-Your-Fleet-Business---Podcast-Quiz ()
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 https://remarkableresults.biz/?s=palermo (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 https://remarkableresults.biz/?s=nalu (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...
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: https://remarkableresults.biz/a028/ (HERE). Check Out Part Three: https://remarkableresults.biz/a085/ (HERE).
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 https://remarkableresults.biz/?s=todd+westerlund (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 https://remarkableresults.biz/?s=%22Goldsmith%22 (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. Previous episodes https://remarkableresults.biz/?s=%22Jeremy+O%27Neal%22 (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
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. https://ami.knowledgeanywhere.com/Remarkable-Results-Town-Hall-Academy-Episode-THA-046-Revving-Up-Your-Business-Culture---Podcast-Quiz-ami ()
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 https://remarkableresults.biz/?s=%27kirk+richardson%27 (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 https://remarkableresults.biz/?s=%27eric+svedberg%27 (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 https://remarkableresults.biz/?s=%27eric+svedberg%27 (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...
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. https://ami.knowledgeanywhere.com/Remarkable-Results-Town-Hall-Academy-Episode-THA-045-Installing-Customer-Parts-A-Discussion---Podcast-Quiz ()
The Academy Panel:
Tom Ham, with the help of his wife Deb, is the creator and owner of http://www.automotivemanagementnetwork.com/ (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 https://remarkableresults.biz/?s=%27tom+ham%27 (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 https://remarkableresults.biz/?s=%27randy+lucyk%27 (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 https://remarkableresults.biz/?s=%27rick+white%27 (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...
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 https://remarkableresults.biz/a055 (HERE).
The Academy 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 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 https://remarkableresults.biz/?s=mattinat (HERE).
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 https://remarkableresults.biz/?s=kim+auernheimer (HERE).
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 http://smallbizvantage.com/ (smallbizvantage.com). Hear Maryann in her previous episodes https://remarkableresults.biz/?s=maryann+croce (HERE).
Jacquie Walter Hower is the Director of Operations and 3rd 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
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. Listen to Jude’s Episodes https://remarkableresults.biz/?s=jude+larson (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 https://remarkableresults.biz/?s=hanson (HERE).
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 https://remarkableresults.biz/?s=valind (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:
https://remarkableresults.biz/books/ (Link to ‘Books Page’ to see the books mentioned or discussed on the podcast.)
Be socially involved and in touch with the show:
http://on.fb.me/1OKap9H (Facebook )http://bit.ly/1Qn68fO (Twitter )http://bit.ly/1SVqRvh (Linked In)Email
http://eepurl.com/bhqME9 ()
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 http://jasperengines.com (jasperengines.com)
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 https://remarkableresults.biz/?s=leutz (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 https://remarkableresults.biz/?s=Deboer (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 https://remarkableresults.biz/?s=scott+waddle (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....
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. https://ami.knowledgeanywhere.com/Remarkable-Results-Town-Hall-Academy-Episode-THA-041-The-Power-in-Understanding-Your-Customers-Observable-Behaviors-DISC---Podcast-Quiz ()
The Academy 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 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 https://remarkableresults.biz/?s=kim+auernheimer (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 https://remarkableresults.biz/?s=shari+pheasant (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 is a DISC Certified Master Behavioral Analyst. You can hear Jeremy’s Episodes https://remarkableresults.biz/?s=jeremy+o%27neal (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...
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:
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 https://remarkableresults.biz/?s=Greg+Bunch (HERE).
https://www.aspenautoclinic.com/ (Aspen Auto Clinic) https://www.transformersmastermind.com/ (Transformers Mastermind)
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 http://smallbizvantage.com (smallbizvantage.com). Hear Maryann in her previous episodes https://remarkableresults.biz/?s=maryann+croce (HERE). A link to a SWOT resource mentioned by Maryann http://bit.ly/SWOT2xoXCIs (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.
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?
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 https://remarkableresults.biz/?s=MURRAY+VOTH (HERE).
http://www.freedomconsultingandtraining.ca/ (Freedom Consulting and Training)
https://remarkableresults.biz/download/1638/ (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....
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. https://ami.knowledgeanywhere.com/Remarkable-Results-Town-Hall-Academy-Episode-039--8-Ways-to-Recruits-and-Build-Your-Team----Podcast-Quiz ()
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...
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 https://remarkableresults.biz/?s=greg+buckley (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 https://remarkableresults.biz/?s=Jeremy+O%27Neal (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 https://remarkableresults.biz/e159/ (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
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
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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 … https://remarkableresults.biz/e108/ (108 )and https://remarkableresults.biz/e140/ (140 )and on Town Hall Academy’s https://remarkableresults.biz/a014/ (14 on Customer Retention) and in Academyhttps://remarkableresults.biz/a025/ ( 25 on Disaster Planning) and in Academyhttps://remarkableresults.biz/a030/ ( 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.
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 in https://remarkableresults.biz/e258/ (Episode 258)
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.
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 include: Master Technician, L1 Advanced Engine Performance, P2 Parts Specialist, and X1 Undercar Specialist. Listen to Bill in https://remarkableresults.biz/e185/ (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...
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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 https://remarkableresults.biz/e123/ (123), https://remarkableresults.biz/e226/ (226) and Academy https://remarkableresults.biz/a018/ (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 https://remarkableresults.biz/e117/ (117) and the https://remarkableresults.biz/a035/ (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...
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
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Helping automotive aftermarket professionals improve; one lesson at a time. 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 in episode https://remarkableresults.biz/e039/ (39), https://remarkableresults.biz/e069/ (69), https://remarkableresults.biz/e100/ (100), https://remarkableresults.biz/e200/ (200), https://remarkableresults.biz/e118/ (118), and https://remarkableresults.biz/e226/ (226.) Also hear Bill in Town Hall Academy https://remarkableresults.biz/a029/ (29 )– Are We Too Dependent on Being Independent?, and Academy #https://remarkableresults.biz/a012/ (12 )What Keeps You Up at Night, and Academy https://remarkableresults.biz/a006/ (#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 https://remarkableresults.biz/e119/ (119), https://remarkableresults.biz/e200/ (200 )and Academy https://remarkableresults.biz/a003/ (003 )on the Top Qualities of a Service Advisor.
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 https://remarkableresults.biz/e117/ (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.
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
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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 https://remarkableresults.biz/e046/ (46), https://remarkableresults.biz/e063/ (63 )and https://remarkableresults.biz/e069/ (69 )(E-Myth) and Academy https://remarkableresults.biz/a001/ (Improving Customer Loyalty), Academyhttps://remarkableresults.biz/a021/ ( Getting Things Done).
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 in Episode https://remarkableresults.biz/e035/ (35), Episode https://remarkableresults.biz/e069/ (69 )(E-Myth) and the https://remarkableresults.biz/e100/ (100th )retrospective.
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 in Episode https://remarkableresults.biz/e067/ (67 )and https://remarkableresults.biz/e073/ (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...
http://asa-cars.com ( 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:
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.
Check out his management videos for CARS Magazine. Episode https://remarkableresults.biz/e049/ (49), https://remarkableresults.biz/e200/ (200,) https://remarkableresults.biz/e208/ (208 )and Town Hall: https://remarkableresults.biz/a004/ (Preparing Your Business for Sale or Succession) & https://remarkableresults.biz/a012/ (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 https://remarkableresults.biz/e030/ (30 )(ASA) and https://remarkableresults.biz/e033/ (E33 ) and a Town Hall Academy on https://remarkableresults.biz/a016-2/ (Lean Processes), and an Academy on https://remarkableresults.biz/a018/ (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.
Register for CARS @ AAPEX 2017 http://asa-cars.com (HERE).
Be socially involved and in touch with the show: http://on.fb.me/1OKap9H (Facebook) http://bit.ly/1Qn68fO (Twitter) http://bit.ly/1SVqRvh (Linked In) Email
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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 https://remarkableresults.biz/e028/ (E028 )on the first Brakes For Breats Interview and https://remarkableresults.biz/a010/ (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
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 https://remarkableresults.biz/e113/ (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 https://remarkableresults.biz/e179/ (179) and https://remarkableresults.biz/e200/ (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 inhttps://remarkableresults.biz/e141/ ( 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...
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 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 … https://remarkableresults.biz/e108/ (108 )and https://remarkableresults.biz/e140/ (140 )and on Town Hall Academy’s https://remarkableresults.biz/a014/ (14 on Customer Retention) and in Academyhttps://remarkableresults.biz/a025/ ( 25 on Disaster Planning).
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 https://remarkableresults.biz/e122/ (122 )on ASE Test Uncovered, https://remarkableresults.biz/e146/ (146 )(one on one) and two technician roundtables (https://remarkableresults.biz/e206/ (206 )& https://remarkableresults.biz/e230/ (230)) and in Academyhttps://remarkableresults.biz/a005/ ( 5 on best training events in 2017.)
Tom Ham, with the help of his wife Deb, is the creator and owner of http://www.automotivemanagementnetwork.com/ (Automotive Management Network )an 11,000 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. Listen to Tom in Episode https://remarkableresults.biz/e062/ (62 )one on one and https://remarkableresults.biz/a022/ (THA 022 Hiring For Team Dynamics).
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...
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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 https://remarkableresults.biz/e109/ (109 )& https://remarkableresults.biz/e207/ (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 https://remarkableresults.biz/e189/ (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 https://remarkableresults.biz/e039/ (39), https://remarkableresults.biz/e069/ (69), https://remarkableresults.biz/e100/ (100), https://remarkableresults.biz/e118/ (118), https://remarkableresults.biz/e200/ (200), https://remarkableresults.biz/a002/ (THA 002) Resolutions, https://remarkableresults.biz/a006/ (THA 006 )Managing a Negative Online Review and https://remarkableresults.biz/a012/ (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,...
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Helping automotive aftermarket professionals improve; one lesson at a time. Check Out Part Two: https://remarkableresults.biz/a047/ (HERE). Check Out Part Three: https://remarkableresults.biz/a085/ (HERE).
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 https://remarkableresults.biz/?s=todd+westerlund (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 https://remarkableresults.biz/?s=%22Goldsmith%22 (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. Jeremy also owns Freedom Automotive in Hesperia, CA.
With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop. Previous episodes https://remarkableresults.biz/?s=%22Jeremy+O%27Neal%22 (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
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Helping automotive aftermarket professionals improve; one lesson at a time.
Academy Panel:
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.
Dwayne was on the podcast in episode https://remarkableresults.biz/e002/ (2), https://remarkableresults.biz/e003/ (3 )and https://remarkableresults.biz/e004/ (4 )with his partners Jose Bueso and Lee Forman and on a Round Table discussion on Technician Training in https://remarkableresults.biz/e059/ (episode 59), and on a Supplier Needs Roundtable (https://remarkableresults.biz/e118/ (118)). Dwayne and I spend some special time in https://remarkableresults.biz/e222/ (episode 222) as we talked about his 2017 World Class Technician honor and listen to Dwayne in the Academy on https://remarkableresults.biz/a015/ (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 https://remarkableresults.biz/e092/ (episode 092) and Town Hall on Website & https://remarkableresults.biz/a015/ (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 https://remarkableresults.biz/e170/ (episode 170) and the Town Hall Academy on https://remarkableresults.biz/a015/ (Improving Employee Loyalty).
Tom Ham, with the help of his wife Deb, is the creator and owner of http://www.automotivemanagementnetwork.com/ (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 https://remarkableresults.biz/e062/ (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...
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
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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 https://remarkableresults.biz/e068/ (68), https://remarkableresults.biz/e200/ (200), https://remarkableresults.biz/e091/ (91))
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. (Listen to Rick in episode https://remarkableresults.biz/e242/ (242))
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 in episode https://remarkableresults.biz/e193/ (193))
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 https://remarkableresults.biz/e177/ (177), https://remarkableresults.biz/a002/ (Academy #2 )Resolutions, https://remarkableresults.biz/e226/ (226 ASA Connected Cars), https://remarkableresults.biz/a024/ (Academy #24 on Quality Controls) and the https://remarkableresults.biz/e200/ (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
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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 https://remarkableresults.biz/e046/ (46), https://remarkableresults.biz/e063/ (63 )(the value of a business coach) and https://remarkableresults.biz/e069/ (69 )(e-Myth) and the https://remarkableresults.biz/a001/ (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 https://remarkableresults.biz/a020/ (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 https://remarkableresults.biz/e023/ (023 )and https://remarkableresults.biz/a013/ (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 https://remarkableresults.biz/e236/ (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. (https://remarkableresults.biz/tag/emyth-story/ (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...
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
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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.
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. https://www.wardden.com/#/home (Wardden LLC Website)
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...
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
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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 https://remarkableresults.biz/e123/ (123), https://remarkableresults.biz/e226/ (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 https://remarkableresults.biz/?s=beachler (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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Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
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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 https://remarkableresults.biz/e108/ (108), https://remarkableresults.biz/e140/ (140 )and in Academy episode https://remarkableresults.biz/a014/ (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 Callaghan, CEO Vic’s Service Centre in Wainright, Alberta Canada is the winner of the 2016 Auto Care Association ACE (Automotive Career and Education) award. Doug shares his story of transformation, recognized by Auto Care, that earned him this recognition.
Doug made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the 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...
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 https://remarkableresults.biz/e152/ (152 )and with his role at Skills USA and WorldSkills in episode https://remarkableresults.biz/e164/ (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 https://remarkableresults.biz/e218/ (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 https://remarkableresults.biz/e098/ (98) and in the ASE Test Uncovered episode https://remarkableresults.biz/a009/ (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 https://remarkableresults.biz/e184/ (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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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:
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 in episodes https://remarkableresults.biz/e178/ (178 )and https://remarkableresults.biz/e186/ (186).
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. Hear Frank in episode https://remarkableresults.biz/e163/ (163).
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 https://remarkableresults.biz/e177/ (177), Academy ‘Resolutions’ episode https://remarkableresults.biz/a002/ (#2) , episode https://remarkableresults.biz/e226/ (226) direct from the ASA Connected Cars and the https://remarkableresults.biz/e200/ (200th )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 https://remarkableresults.biz/a008/ (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...
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 https://remarkableresults.biz/e030/ (30 )(ASA) and https://remarkableresults.biz/e033/ (33 )and recently on a Town Hall Academy on https://remarkableresults.biz/a016-2/ (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 https://remarkableresults.biz/e123/ (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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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.
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.
Rena in episode https://remarkableresults.biz/e091/ (91) Women’s Board Compilation
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 TODAY Episode 220 with Tom Zigler.
Barry has supported the podcast in episodes: https://remarkableresults.biz/e130/ (130), the https://remarkableresults.biz/e200/ (200th) Retrospective, https://remarkableresults.biz/e208/ (208) Business Coaches Round Table and THA: https://remarkableresults.biz/a002/ (Resolutions). Barry was also with Tom Ziglar in episode https://remarkableresults.biz/e220/ (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 #https://remarkableresults.biz/e115/ (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...
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:
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. You can hear Carrie-Lynn in episode 214
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 https://remarkableresults.biz/?s=%22greg+Buckley%22 (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...
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 is also a member of the board of trustees of NATEF and a trustee of AMi. Hear Donny is episode https://remarkableresults.biz/e030/ (30 )(ASA), https://remarkableresults.biz/e033/ (33 )and on https://remarkableresults.biz/e226/ (ASA Connected Cars Detroit.)
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.
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 https://remarkableresults.biz/e124/ (124), Round-table in episode https://remarkableresults.biz/e178/ (178, ) the https://remarkableresults.biz/e210/ (Service Professional Round Table,) the https://remarkableresults.biz/e178/ (Digital Sales Process), and on the https://remarkableresults.biz/e200/ (200th retrospective) and and Academy session on https://remarkableresults.biz/a008/ (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 http://leanproduction.com (Website)
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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 4th 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 https://remarkableresults.biz/e002/ (2), https://remarkableresults.biz/e003/ (3 )and https://remarkableresults.biz/e004/ (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 (https://remarkableresults.biz/e118/ (118)). Listen to episode https://remarkableresults.biz/e222/ (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 https://remarkableresults.biz/e092/ (E092 )and Town Hall on https://remarkableresults.biz/a011/ (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 https://remarkableresults.biz/e170/ (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...
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
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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 https://remarkableresults.biz/e006/ (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 onhttps://remarkableresults.biz/e063/ ( 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 https://remarkableresults.biz/e107/ (107 )and on Town Hall Webinar on https://remarkableresults.biz/a003/ (‘The Great Qualities of a Service Writer)‘ and the very powerful webinar on ‘https://remarkableresults.biz/a004/ (Business Succession: Selling your business)”. Ron was also on a https://remarkableresults.biz/e204/ (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 … https://remarkableresults.biz/e108/ (108 )and https://remarkableresults.biz/e140/ (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...
Learn from your industry peers in a round-table forum. Get new ideas, perspectives, trends, insights, best-practices and expertise from aftermarket professionals.
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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. (https://remarkableresults.biz/e023/ (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: https://remarkableresults.biz/e127/ (127 )and Town Hall LIVE on https://remarkableresults.biz/a008/ (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 https://remarkableresults.biz/e153/ (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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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.
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 writes semi-monthly shop management articles for CARS Magazine.
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...
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.
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.
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
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 https://remarkableresults.biz/e081/ (081 )and our 1st https://remarkableresults.biz/a001/ (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 https://remarkableresults.biz/e028/ (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: https://remarkableresults.biz/e127/ (127 )and Town Hall LIVE on https://remarkableresults.biz/a008/ (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...
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: http://ase.com/drivers (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...
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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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.
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. Listen to Cecil in episode 86.
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 in episode 39, 69, 100, 200, 118, and 226
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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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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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 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.
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
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. EPISODE 49
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...
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
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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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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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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