Bonus: Advancing the Aftermarket – Charging What We Are Worth [Bonus 11]
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By Joe Marconi in Joe's Blog0 commentsIt always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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Reverse Benchmarking: Learning From What Others Do Poorly [E186] - Diagnosing the Aftermarket A to ZBy carmcapriotto
Thanks to our Partner, NAPA Autotech Training
Key Discussion Points:
What is Reverse Benchmarking?
Traditional benchmarking focuses on studying what competitors do well, but reverse benchmarking involves analyzing what they do poorly and capitalizing on those weaknesses. Two interpretations: Looking at other industries for innovative ideas (e.g., team-building activities from tech companies). Example: Some shops now adopt spontaneous team outings (baseball games, go-karting) inspired by Silicon Valley culture. Staying within the automotive industry to identify gaps in competitors' customer experience or service offerings.
Applying Reverse Benchmarking in Auto Repair
Customer Experience: Visit competitor shops (dealerships, independents) and note flaws—uncomfortable waiting room chairs, poor TV choices, limited snack/drink options. Actionable Fixes: Upgrade seating, offer neutral TV content (e.g., Joy of Painting), provide filtered water instead of plastic bottles. Market Gaps: If competitors specialize in European cars (like Seth Thorson’s shop), consider specializing in underserved markets (e.g., Asian brands like Hyundai, Kia, Nissan). Focus on services competitors avoid (advanced diagnostics, programming, driveline work).
Technician-Level Reverse Benchmarking
In a shop with a star "R&R tech," instead of competing directly, fill gaps (e.g., diagnostics, electrical troubleshooting) to become indispensable. "See a need, fill a need"—position yourself as the go-to for overlooked but critical tasks.
Why It Works
Creates a unique value proposition—whether for customers (better experience) or employers (specialized skills). Helps shops stand out in saturated markets by addressing unmet needs.
Final Thoughts:
Reverse benchmarking isn’t new, but it’s underutilized in automotive. Whether you’re a shop owner, manager, or tech, observing competitors’ weaknesses can reveal opportunities for growth.
Contact Information
Email Matt: [email protected] Diagnosing the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thanks to our Partner, NAPA Autotech Training
Matt Fanslow discusses ADHD (Attention Deficit Hyperactivity Disorder), which he refers to as a neurodivergent condition. He highlights the negative aspects of the condition, such as inattentiveness, hyperactivity, and impulsivity, but also emphasizes the positive "superpowers" associated with it, including hyperfocus, creativity, problem-solving, empathy, and high energy levels. Fanslow suggests these positive traits can be particularly beneficial in the automotive industry and encourages listeners to seek support and potential treatment, while also discussing the nuances and evolving perspectives on ADHD diagnosis and management, including the role of medication and alternative strategies.
Contact Information
Email Matt: [email protected] Diagnosing the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
Click to go to the Podcast on Remarkable Results Radio
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By carmcapriotto
Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound
Watch Full Video Episode
In our Episode Today:
Listeners will recall the Pilot Talk (Episode 34) with Austin Brumfield - and this time our host Craig O’Neill welcomes Austin’s amazing wife, Evangela, to the podcast!
Evangela is a pilot, an Airframe and Powerplant Mechanic, and a missionary.
As mentioned with Austin, the Brumfields are joining Arctic Barnabas Ministry’s (ABM) which will take them and their aviation skills to the remote regions of Alaska. ABM aims to support and encourage those who serve in Alaska, so they don’t decide to leave!
Since do leave after confronting hardship and the remote nature of Alaska- it becomes unlikely for people who cannot leave their remote communities to develop trust with any future newcomers.
The Word of the Day:
Barnabas:
Proper Noun
Meaning: "son of encouragement”
In the conversation listeners will enjoy hearing Evangela share and reflect on a number of topics including:
Her passion for the mechanics of aircraft - and the importance of the A&P license What it is like communicating with your Certified Flight Instructor (CFI) - when you are married to your CFI How speaking through the radio in a solo flight instills a sense of confidence What it’s like to speak in front of churches to raise support Why raising support for living in Alaska is nearly twice as hard as other missions Compelling details about the challenges of remote living and isolation felt by people in the remote regions of Alaska Airplanes as a bridge for communication Also airplanes in general. We do talk a bit about airplanes…
Those who know Craig, know that when he entered college out of high-school - he wanted to become a missionary pilot himself. Meeting the Brumfields later in life when he took up flight lessons in 2021 cultivated a new friendship and a new means to fuel that passion by supporting the Brumfields and welcoming them to share their story.
At Speak Up - we believe stories adjacent to our industry prove to illustrate solutions for our day-to-day situations. A key takeaway from Evangela is for us to remember to be proactive about being a Barnabas in your part of the world!
Don’t just wait to be called!
And be prepared to go this distance necessary to support those who need support!
We hope you’ll follow the Brumfield’s journey - details below!
For more information on Arctic Barnabas Ministry - Check out their site: here
You can follow Austin and Evangela on Facebook, where they post their updates and newsletters by clicking here
Evangela shared a wonderful Youtube video that was produced recently regarding missions in Alaska. ABM serves some of the individuals in the video so it's a great way to visualize the people, places, and need for ABM in Alaska. You can watch it by clicking here.
Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:
The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.
AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com
AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!
Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.
In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.
Contact Information
Email Craig O'Neill: [email protected] Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
Click to go to the Podcast on Remarkable Results Radio
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By nptrb
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By carmcapriotto
Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound
Watch Full Video Episode
In our episode today, we welcome guest Hunt Demarest, CPA ABV.
Hunt is the host of Business by the Numbers and, as our host Craig O’Neill will tell you… Hunt uses words really well for a numbers man!
This episode came to be after Craig found himself on a walk and listening to one of Hunts recent episodes, Episode 163 - Where are my customers? It’s a great episode on getting to the root of what the numbers are actually telling you - and guess what - it involves actually picking up the phone and talking to people!
Hunt’s episode played right after Craig had listened to an episode on a health/wellness program which spoke on a similar topic… going straight to the source of information!
Often times we can get caught up in the minutia of details and analysis.
If we are not careful - it can lead to assumptions and wrong conclusions.
As Hunt says, “Numbers do not lie, but they do not tell the whole story.”
Getting the whole story inevitably involves communication - and it isn’t always comfortable for people to pick up a phone to get it.
While the takeaway for today’s episode is in the title, it expands as you listen to Hunt and Craig explore a range of topics from talking to clients, employees, and even family.
Today’s WOTD is Gumption
noun
the ability to make intelligent decisions especially in everyday matters
Learn more about Hunt Demarest here:
https://paarmelis.com/business-by-the-numbers/
Look for his book here: https://a.co/d/hAf0cDF
Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:
The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.
AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com
AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!
Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.
In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.
Contact Information
Email Craig O'Neill: [email protected] Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
Click to go to the Podcast on Remarkable Results Radio
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