https://youtu.be/yqxX5sBiqYw Welcome to a special CarmCast #094 on the role you play in recognizing our auto care industry top people. The AAPEX Service Awards are ready for your nomination. Find them aapexshow.com/service awards. The deadline is September 1, 2021. Joining me is Dwayne Myers, Partner, Dynamic Automotive and Bill Nalu, Interstate Auto Care, Madison Heights, MI. Bill and Dwyane were nominators from last year honors. They each had their nominee win. This is a very important opportunity to increase the bar of professionalism in our industry. I’m sure you know someone worthy of a nomination. There are three awards in this annual recognition. Shop Owner, Technician and Service Advisor of the year. This is the 2nd annual and the honors will be presented at AAPEX 2021. I know you know someone worthy of a nomination. Consider your peer groups and twenty groups to nominate a shop owner of the year. Think about the dedication from your technician and service advisor that makes a great contribution to the professionalism of your business. You may be a technician and would like to nominate one of your co-workers or a friend. Key Talking Points:
aapexshow.com/serviceawards Recognize the unsung hero’s of our industry It is in our hands as shop owners to partner with AAPEX and recognize our own A challenge to all in the industry You are helping the industry and raising the bar You can print the application and write it out before keying into the site Applications re due September 1, 2021 Thanks to Dwyane Myers and Bill Nalu for their contribution to the aftermarket 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 Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/carm to learn more.Click to go to the Podcast on Remarkable Results Radio
Todd Campau is Automotive Aftermarket Practice Lead at IHS Markit. Mr. Campau is Automotive Aftermarket Practice Lead at IHS Markit. He has nearly twenty years of experience in the Aftermarket Industry. In his role at IHS Markit he is responsible for the development of insights and new product concepts for the Aftermarket. Prior to IHS Markit he spent three years as a Catalog Manager at Gates Corporation and over seven years in Data Management at MAHLE Clevite Inc.. Mr. Campau served for 6 years on the Auto Care Technology Standards Committee, serving as ACES Subcommittee Chairman and on the Standards Oversight Committee for many of those years. He has been involved for several years in shaping both the Aftermarket Catalog Enhanced Standard (ACES) and the Product Information Exchange Standard (PIES). Recently he has taken a position on the Market Intelligence Committee and is involved in the development of Auto Care's Unilink product. he received his AAP (Automotive Aftermarket Professional) Designation in 2012, his ACP (Aftermarket Catalog Professional) Designation in 2013, and his MAAP (Master Automotive Aftermarket Professional) in 2014. He was recognized with the Auto Care Impact Award Impact Award in 2013. He holds Master of Science degree in Sports Management and a Bachelor of Science degree in Computer Science, both from Eastern Michigan University. Bill Thompson is the President of IMR Inc. Founded in 1975, IMR conducts syndicated and proprietary market research studies that focus on the automotive industry including the automotive aftermarket, heavy-duty, and fleet segments. Since Bill joined IMR in 2003, the company has expanded its research portfolio and service offerings to provide a wide range of strategic and tactical solutions that provide insight into your most pressing questions. With a focus on industry trends, consumer and repair shop purchasing behavior, channel trends, and many other important metrics, IMR’s research provides insight into your market that can bring you closer to your customers, distribution channels, and market opportunities. Listen to Bill’s previous episodes HERE.
Key Talking Points Age of vehicle fleets- average 12 years Electric vehicle registration- a big jump from 2017 to 2018 with stair-step increases. 2020 is 255K The volume of EV in operations will hit 1 million in 2021 Service opportunities- 50-60% dealership share 82% of EV owners are the original owners vs 54% of gas vehicles 70% of EV first time buyers have income over $100k Charging challenges- stations in the garage or outside if don’t have a garage EV challenges- are the right vehicles being built? 75% of new vehicles are light truck body styles. Truck registrations growing rapidly 67% of independent repair shops indicate a portion of their business is from servicing electric vehicles. 85% of independent shops are 7 bays or less- small shops aren’t seeing many EV’s Shops located in the West (11.2%) have nearly double the percentage of business from HEVs than shops located in the Midwest (6.2%). Of the shops that service EVs and HEVs, 69.9% do not market or advertise that their shop is capable of servicing EVs and HEVs. Amongst all independent repair shops, 27.5% have invested in tools/equipment to service EVs/HEVs and 30.5% have invested in training for their technicians on EV and HEV service/repair. 40.0% of shops believe the increasing number of EVs and HEVs on the road will impact their business over the next two years; 38.7% do not; while 21.4% don’t know. Of the 38.7% that do not believe the increasing number of EVs and HEVs on the road will impact their business in the next two years, 55.1% believe it'll take 10 years or longer to see an impact; 13.4% believe it will never impact their business. A special thanks to Todd Campau and Bill Thompson 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.comClick to go to the Podcast on Remarkable Results Radio
Craig Noel, Owner of 4 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 “headhunted” 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. Listen to Craig’s previous episodes HERE. Key Talking Points Training- slow things down instead of hurrying and overpromising and underdelivering. Service advisers need to be trained to understand and layout how the repair process looks for the customer along the way to both educate them in the moment and to set the expectation of what to expect in the future. “Don’t promise what you don’t know.” Repair order audits- it needs to be clear and easy to understand that the spouse at home will know what’s going on and the competitor be impressed. “Paint a good picture.” Technicians need to sell the job to the advisor that can be resold to the customer. Education- vehicles now are 4 times more complex than the Apollo rocket. Being a rocket scientist 40 years ago was a recognized and respected career path. We are now automotive engineers and it should be plan A instead of plan B. Capture PTA/School boards and get in front of students and parents. Culture- teaming together employees that have passion for people and the industry. Paid training during business hours. Respecting their family time. Community- being involved and present. Always have a finger on the pulse of the community and get involved when you can. Advice- don’t get lost in the white noise when promoting who you are, pierce the white noise with a sincerity arrow. Retention- both for employees and customers. Create an environment neither want to leave. Thanks to Craig Noel 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 As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.Click to go to the Podcast on Remarkable Results Radio
We are a small rural shop; my guys are on salary and average 55-60 hours a week. Between the salary & bonus plan I think we are fair on our pay. We only charge 65.00/hour for mech work but our main shop is a tire shop, so we don't get into much other stop besides brakes or light mech work. The shop stays very busy that we some nights must stay late to get everyone taken care of. 1 employee focuses on the mech. part & helps with tires, the other is mainly tire & office sales & paperwork. There are a few times a month that the tire guy will need to do an afterhours call from anything from a jump start to a tractor tire repair. I want to compensate him for his extra work but not sure how to figure something simple & fair. I also don't want to make it something that they will start running more after ours because they will get more pay then if they were able to go out & do during reg business hours. Anyone with idea what they do hate to give profit away we still need to pay for the truck & fuel?
Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry.
Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry.
His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry.
Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002.
Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes HERE.
Vic Tarasik is currently the Major Accounts Director with RLO Training. Public speaking, business management, finance, and leadership skills are some talents he acquired as a service professional that made this position perfect for him. He was a member of RLO Training’s Bottom-Line Impact Group and was twice awarded the Member Excellence Award for being the top shop in his group.
Vic took an interest in all things mechanical at a young age. He worked on a variety of vehicles for friends and family. His interests grew into racing at local drag strips driving his 55 Chevy, which he still owns.
In 1986, he returned to his roots and launched Vic’s Precision Automotive from his two-car garage. The heart of Vic’s Precision Automotive was galvanized for Vic as a boy; he watched his single mom struggle with service providers over the years. When he opened his shop, he was determined to make it a place where female customers felt comfortable. Listen to Vic’s previous episodes HERE.
Cecil Bullard is President of the Institute for Automotive Business Excellence. He is a trainer and business coach in the automotive aftermarket working closely with service professionals.
Previous episodes featuring or mentioning Cecil, click HERE.
Institute for Automotive Business Excellence website.
Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.
Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.
Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE.
Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.
Key Talking Points
Professionalism- How do you answer the phone? How do you interact with customers? What is the image of the business? How do your technicians look? What does the shop look like from the front? There needs to be a process for everything. Do we see ourselves as professionals and on the same level as doctors/lawyers? Starts with the owner and leads to the industry as a whole. If you don’t have a professional shop how do you expect someone to want to come to work for you? Why arent the best technicians working in your shop? Why are people leaving the industry? Why is the average technician’s pay still only 50K? 85% of the industry isn’t paying attention, not thriving and not being successful You don’t need to be cheap to be busy and fill shop- a busy shop often isn't a profitable shop 2nd largest investment for customers is their vehicle - duty and responsibility to give them choice for repairs. We provide transportation and safety. Labor rates should reflect your competency and based on profit strategy Culture of business- strive for a career mindset instead of job mindset culture, employees want to be a part of business and move it forward Solution? Professional association to abide by, standards, certification process to open a shop? What can you do right now? Define your target customer. Market to them and learn how to say no to the others Raise your prices now not later- stop having the fear that your customers won’t pay higher prices. Not everyone can afford to be your customer and that’s okay. $10 increase you can afford to lose 25% of clients and still make more. Don’t look at saving money to be profitable Pay increase for employees- staff should know how revenue works, expenses etc. Net profit isn’t a dirty word. Need to be profitable on the bottom line to increase pay. Be successful as a team. Increased pay could be in form of vacation days, 401K, incentives, benefits. A special thanks to Bill Haas, Vic Tarasik, Cecil Bullard and Bob Greenwood 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