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Compare "The Bear" with Carm Capriotto - Diagnosing the Aftermarket A to Z

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Matt Fanslow is joined by Remarkable Results Radio Host, Carm Capriotto to discuss the TV show "The Bear" and its relevance to their experiences in the automotive industry. They highlight character development, the challenges of running a business, and the importance of purpose in driving actions. They also discuss the significance of uniforms, creating a positive service experience, and the need for respect and professionalism in the industry. They reflect on the transformation of characters in the show and how it relates to their own industry. Overall, they find the TV show relatable to their own experiences and encourage listeners to watch it for inspiration and self-improvement.

  • The relevance of "The Bear" TV show (00:00:43) Discussion about the show "The Bear" and its resonance with their experiences in the automotive industry.
  • Parallel between small hobbyist shop and top-tier shop (00:04:33) 
  • The importance of purpose in the show (00:05:42) Highlighting the significance of purpose as a central theme in the show, particularly in season two.
  • The evolution of Carmy as an owner (00:09:03) 
  • The importance of discipline and customer service (00:11:01) Observations on the discipline and customer service practices showcased in the TV show "The Bear" and how they can be applied to running a better automotive repair show
  • Providing exceptional service experience (00:17:12) Realizing that fixing the car right the first time is not enough.
  • Creating meaning in uniforms (00:19:14) Exploring ways to give uniforms meaning and recognition, similar to the chef jacket in the show "Bar Rescue."
  • The Bear transformation (00:24:03) Discussion about the transformation of "The Bear" restaurant and its impact on the main character's life.
  • Unreasonable Hospitality book (00:25:20) Mention of the book "Unreasonable Hospitality" and its relevance to the automotive industry.
  • Creating a memorable customer experience (00:28:03) Exploration of how top restaurants and shops create a memorable customer experience and the importance of cleanliness, integrity, and respect.
  • The grind of starting a business (00:31:44) 
  • The success and redemption of Richie (00:32:41) Talking about Richie's journey and growth as a chef in the TV show "The Bear."
  • The importance of respect in the industry (00:35:48) Exploring the need for mutual respect and professionalism in the automotive industry.
  • Marcus learns from Lucas, a renowned pastry chef (00:39:45) Marcus goes to England to work with Lucas and learns about the importance of hard work and dedication in becoming a skilled chef.
  • Inspiration and growth in the automotive industry (00:41:51) Discussion about the inspiration and growth of individuals in the automotive industry, with examples of John Thornton and Eric Ziegler.
  • The importance of quality parts and equipment (00:46:38) Discussion on the parallels between a high-quality restaurant and an auto repair shop, emphasizing the need for skilled technicians and reliable parts and equipment.
  • The consequences of cutting corners (00:48:16) Exploration of how taking shortcuts and using cheap parts can lead to negative outcomes for repair shops, including warranty issues and loss of customers.
  • The significance of clean books and legitimate business practices (00:49:01) Highlighting the importance of maintaining clean financial records and operating a legitimate business to achieve success.
  • Seeing personal growth in employees (00:55:07) The satisfaction of witnessing employees embrace the company's philosophy and grow personally.
  • Appreciating the industry (00:55:48) Encouragement to watch "The Bear" and appreciate the relatable material, leading to personal and professional growth.
  • What the Aftermarket Can Learn from Professional Wrestling – Matt Fanslow


Carm Capriotto


Remarkable Results Radio Podcast

[email protected]


Thanks to our Partner, NAPA AUTOTECH napaautotech.com

Email Matt: [email protected]

Diagnosing the Aftermarket A - Z YouTube Channel HERE


Click to go to the Podcast on Remarkable Results Radio

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  • Have you checked out Joe's Latest Blog?

      Auto shop owners are always looking for ways to improve production levels. They focus their attention on their technicians and require certain expectations of performance in billable labor hours. While technicians must know what is expected of them, they have a limited amount of control over production levels. When all factors are considered, the only thing a well-trained technician has control over is his or her actual efficiency.
      As a review, technician efficiency is the amount of labor time it takes a technician to complete a job compared to the labor time being billed to the customer. Productivity is the time the technician is billing labor hours compared to the time the technician is physically at the shop. The reality is that a technician can be very efficient, but not productive if the technician has a lot of downtime waiting for parts, waiting too long between jobs, or poor workflow systems.
      But let’s go deeper into what affects production in the typical auto repair shop. As a business coach, one of the biggest reasons for low shop production is not charging the correct labor time. Labor for extensive jobs is often not being billed accurately. Rust, seized bolts, and wrong published labor times are just a few reasons for lost labor dollars.
      Another common problem is not understanding how to bill for jobs that require extensive diagnostic testing, and complicated procedures to arrive at the root cause for an onboard computer problem, electrical issue, or drivability issue. These jobs usually take time to analyze, using sophisticated tools, and by the shop’s top technician. Typically, these jobs are billed at a standard menu labor charge, instead of at a higher labor rate. This results in less billed labor hours than the actual labor time spent. The amount of lost labor hours here can cripple a shop’s overall profit.
      Many shop owners do a great job at calculating their labor rate but may not understand what their true effective labor is, which is their labor sales divided by the total labor hours sold. In many cases, I have seen a shop that has a shop labor rate of over $150.00 per hour, but the actual effective labor rate is around $100. Not good.
      Lastly, technician production can suffer when the service advisors are too busy or not motivated to build relationships with customers, which results in a low sales closing ratio. And let’s not forget that to be productive, a shop needs to have the right systems, the right tools and equipment, an extensive information system, and of course, great leadership.
      The bottom line is this; many factors need to be considered when looking to increase production levels. While it does start with the technician, it doesn’t end there. Consider all the factors above when looking for ways to improve your shop’s labor production.
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