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By carmcapriotto
Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE. Autotex.me website HERE.
Key Talking Points
3D printing will change the way shops do business and how parts are delivered Customization- printing car in future? Speed of delivery with parts Voice technology. Having conversations with technology instead of keyboard use Intuitive user interface- “point, swipe and talk” technicians can talk faster than they can write on paper for DVI’s Ask Alexa who’s the best auto shop in your area- get your name in voice results Consider getting an Alexa and using it in your shop to acclimate your employees to emerging technologies Google search AI/ML- Artificial intelligence and machine learning Machines are learning and becoming ‘smarter’ Data models- your data is important because it “feeds’ models AutoText.meBaywatcher.io- real time based statistics with cameras and license plate recognition Shop efficiency 30-40% of time your shops making money in bays 60% of time bays aren’t making money Bay management- how long has car been in bay? Free brake check- is it really free? Hour diagnostics- is it really an hour? Thanks to Chris Cloutier for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
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Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.
Buy me a coffee
This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.
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 getshopware.com/carm
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Craig Van Batenburg, AMAM, is the CEO of Automotive Career Development Center [ACDC] and a former repair shop owner. Craig is engaged full time in the understanding of the technology used in hybrid and electric cars. His 45 years of automotive experience serves him well. He travels throughout the world doing training on Hybrid and Electric Vehicles. Previous Episodes HERE.
Cameron Lee-Ernie Lee's Service Center was founded in 1972 by Cameron’s grandfather. His father and Cameron now currently operate the business as a team. He went to work in the family business right out of college and started as a Tire and GS Tech and moved my way up to being the Lead Technician. Cameron serves as the Shop Manager and focuses on the day-to-day operation of the shop, developing the business, and meeting the needs of the ever-evolving aftermarket repair industry. Early in 2020 after attending Up Your Voltage by ACDC, Cameron opened another division of Ernie Lee's known as Raleigh Hybrids due to the ever-growing demand of Hybrid and EV repair and maintenance. In many ways, his role is modernizing and expanding the family business and the development of Raleigh Hybrids was a natural progression of that.
Eric Carlson 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. Previous episodes HERE
Key Talking Points
HybridsAnother revolution in emissions Stepping stone to pure electric cars Another means of controlling pollution Honda announcement- no internal combustion after year 2040You MUST be a part of the evolution and start handling hybrid repairs “It’s not a question of should you get into hybrids, it’s a question of why haven’t you done it 10 years ago?” SpeedbumpsReceive rare unicorns that other hybrid shops don’t want to touch Need to say yes to every hybrid vehicle- capitalize on marketing as the shop that can “fix everything” Tools you need- test every connection Advice- buy Gen 2 and start working on it Get into hybrid first to learn basics before EV (electric vehicles)Properly trained Proper tooling- inexpensive compared to others Hybrid car owners will turn into EV owners- natural evolution to be conscious of the environment Fixev.com- keep independent shops in businessOffer management training Webinar training- learning at your own pace Move your 12 volt brain to high voltage thinking Conditioned at early age that a car sound is “vroom vroom” Pure electric vehicles First fluid change is 150,000 miles or 10 years, all LED lights Need level 2 charging station. Lift fixtures to take 1500lb batteries out A special thanks to Craig Van Batenburg, Cameron Lee and Eric Carlson for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter LinkedIn Instagram Youtube Email
Mobile Listening APP’s HERE
Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.
Buy Carm a Cup of Coffee
This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com
This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com
Click to go to the Podcast on Remarkable Results Radio
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By bantar
I received an email today from a Consumer stating "Your price is too high, so hell with you sir!" in response a marketing email inviting him back for his next service. My initial reaction was uh-oh, quickly followed by "Why am I not hearing more pricing complaints?". This is quite interesting as we were in a discussion last week, talking about our prices being too low. We are priced competitively in the market, but with a higher service level, likely, we should be able to earn more with a higher pricing.
I remember reading somewhere that if you don't have enough complaints of your price is too high, then you are priced too low. There is a balance in pricing. On one hand, we have price leaders nearby (, with prices so low that they would go broke quickly if they were honest) that will rob the price shoppers blind when they visit as well as other reputable shops with various pricing levels.
I operate a combo lube and repair shop. My repair labor rate is a premium to the area and we have talented technicians that rate this premium. I'm at a small premium on the Lube, but believe it should be higher and .
After having a chuckle on today's email, I figured it would make for a good conversation. What is the right Price-is-too-high-complaint rate? 1% 5% 10%? We might get a 0.5-0.3% abandon rate at the counter over pricing. I'm sure that there is a silent minority that just doesn't come back, yet makes no noise.
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By carmcapriotto
How to Have a Four Day Work Week with Eric Henley [RR 627]
Eric Henley, owner of H-Teck Auto Care in Gray, TN, is 4th generation of mechanical repair. He received an associate's degree in Auto Service Technology and spent over 15 years at a Honda dealership. Eric started H-Teck Auto Care in 2006 with just him, his dad and his wife. Going on over 15 years in business he now has a 6 bay shop.
4 generations in the automotive industryGrandfather was a blacksmith and father used to bring home cars to be fixed up. Eric grew up fixing bicycles, lawnmowers and cars. Received an associates degree in Auto Service Technology Spent 15 years in dealerships- income can go down as skill level goes up (more skilled jobs often wouldn’t pay as much) Hiring new techniciansUses Indeed and Facebook Marketplace but the best results come from word of mouth and referrals from existing employees Current prospect is 21 year old Skills USA graduate Current tenured technicians - 15 years, 11 years, 3 years Food Friday’sEither grill or go out to eat every Friday- have employee meeting over a meal All employees and Eric discuss any issues, improvements, ideas, areas needed for training, or tools needed. Open dialogue and non-formal Eric gives his employees the opportunity for responsibilities in the business- currently working on updating SOP’s with more DVI usage Shop is open 5 days a week with weekends offEric is in the shop 4 days a week because he trusts his employees- they are good people able to follow the SOP’s in place and make day to day decisions Employees will know if you don’t trust them- creates “neediness” for everything Gives his employees monthly expenditures they can use for customers in need Spends extra time in the community and with his family He is very involved in his employee's lives and is flexible with work schedules based on their family schedules What makes a great service advisor?Excellent people skills and communication skills- enjoy talking to people Can think quickly on their feet, a warm personality, patient and good listener Similar to a good waitress/waiter- there when you need them, listen to what you need, then go on to the next table. Both of Eric’s service advisors are in ongoing training Best service advisor trainers- previous service advisor, or previous technician with good people skills, or having parts experience TrainingRequires minimum 30 hours per year of training Utilized online training a lot last year during COVID shutdowns RRR 588 with Jim Fleischman and Matt Manzone- Dealership tech now works for an independent How to Have a Four Day Work Week with Eric Henley [RR 627]
Thanks to Eric Henley for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
Facebook Twitter LinkedIn Instagram Youtube Email
Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
Buy me a coffee
NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover.
Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com.
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Jason Molinar- Newest Industry Apprentice Graduate at McNeil's Auto Care
Pete McNeil is a second-generation family-owned business that started out as a Volkswagen specialist. They quickly recognized their potential for all makes and models and expanded their service offerings. During this time, they joined the NAPA AutoCare program, expanded their footprint in the Salt Lake valley and became a pillar in the automotive repair industry.
In 2018 alone, McNeil’s expanded their Sandy location to 16 bays to help accommodate their growing business, training center and partnership with local schools for the continued growth of their apprenticeship program. During this time McNeil’s also took advantage of the Interior ProImage program and remodeled their entire showroom! This included new counters for their 4 Service Advisors, new epoxy flooring, signage, and upgraded comfortable furniture and fixtures! This is truly a place where their customers can relax while having their vehicle repaired.
In addition, Pete opened a 2nd location in Riverton, Utah in May of 2019. Pete is very involved in the community both locally and abroad He is active in the local Church Youth Conference, Angel Hands, which assists people with disabilities.
Very active in youth soccer with contributions and cars washed to raise money for Sparta-United. He has donated time and resources to “Sandy Pride” which helps residents clean up and beautify the city.
Jake Sorensen- 2019 NAPA ASE Technician of the Year and 2019 Ratchet + Wrench All-Star technician of the year. He is an ASE Master technician with L1,2 and 3 advanced level certifications. He is the shop manager and diagnostic technician at McNeil’s Auto Care in Sandy, UT where he helped develop an apprenticeship program that is registered with the U.S. Department of Labor. This program has graduated several high-performing automotive technicians and was used by NAPA Auto Care as a template for their automotive apprenticeship program. Jake also developed the curriculum for an automotive course that he teaches at an adult education high school.
Brad Christianson- NAPA Sales Person
Special Guest Jason Rainey- Vice President, NAPA Auto Care
Key Talking Points
Jason- from pharmacy to an auto technician Spent 10 years as pharmacy technician out of high school Realized he didn’t enjoy his job or looked forward to it anymore Always had a love for cars (especially Jeeps) and started learning about how to fix them Took a maintenance and light repair class at a local college and loved it Saw an advertisement for McNeil’s apprentice program, interviewed for it and received the apprenticeship Larger pool for industryYou don’t need to only focus on hiring out of high school students or someone that has previous experience in the auto industry Hire for attitude not skillset- they will learn skill during the programCommitment and willingness to learn qualities Napa Apprenticeship Program- built in collaboration with Jake and Pete9 stages, 2-year program with 4 ASE certifications National program and approved by Department of Labor Receive apprentice tool kit worth $3500 Register your shop at www.napaautocare.com, resource tab and employee recruitment ROI calculator- customizable with also a gross profit impact chart Currently, 451 total registered apprentices participating in the program Mentor- willing to invest time and effortEveryone learns differently and at different paces- it will be a continual learning curve for both mentor and apprentice Shop owner needs to see the benefit for an apprentice program Previous apprentices turning into mentors Unrealized revenue When Jason was completing stage 7/9 during the program the profit for the shop in that category was 13K 2021 Jason has generated 47K on his own first two months Family sacrificesWorking 2 jobs at the start of the program with a newborn at home Was rewarded with hard work and could quit the second job after a few months AdviceTake advantage of the training (free and paid) “Pizza night” weekly during virtual Vision training There isn’t a technician shortage, there is a shortage of qualified technicians Takes 2 years for apprentice graduate to complete the program so keep the cycle going Learning doesn’t stop after 2 years- continue training, career-pathing and goal forecasts Learning is contagious- other seasoned technicians at the shop realize they need to continue learning as well Grows individuals and families A special thanks to Jason Molinar, Jake Sorensen, Pete McNeil, Jason Rainey and Brad Christianson for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter LinkedIn Instagram Youtube Email
Mobile Listening APP’s HERE
Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.
Buy Carm a Cup of Coffee
This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com
This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com
Click to go to the Podcast on Remarkable Results Radio
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