Shop Owner Mastermind [THA 373]

carmcapriotto · March 28

In this Mastermind style podcast episode of the Aftermarket Radio Network's Town Hall Academy, host Carm Capriotto discuss the significance of training, customer loyalty, and the challenges of business expansion. Matt Wagg, AJ Neely, and John Long share their experiences investing in their teams' development, creating memorable customer experiences, and the personal growth required for successful leadership. They also delve into the complexities of scaling from a single shop to multiple locations, discussing the importance of readiness, strategic planning, and learning from both successes and failures in the expansion process.

Matt Wagg, Accelerated Diagnostics and Automotive, Bennington, NE
AJ Nealey, Nealey Auto and Tire
- 5 Locations, Edgewater, Deale, Owings, Pasadena and Rockville, MD
John Long, Total True Automotive
- 3 Location MSO, Shertz, and New Branfels, TX
Show Notes:
Experience of first-time attendees at Vision 2024 conference
Creating memorable experiences for customers
Investment in training and its impact on team loyalty and development
Personal and professional growth, challenges, and resilience
Intentional leadership and instilling core values in team members
Challenges and opportunities of business growth
Considerations and challenges of expanding from one automotive repair shop to multiple locations
Transition from one to two locations and the feelings and challenges associated with it
Impact of the pandemic on plans for expansion and the need for preparation
Acquiring new locations and ensuring a smooth transition for employees
TIME STAMPS

Matt Wagg's journey (00:00:39)
- Matt Wagg shares his journey into the shop business, including his business plan and speaking at a college.
AJ Neely's experience with the podcast (00:01:08)
- AJ Neely discusses his experience with the podcast and his approach to business.
Earning customer loyalty (00:05:14)
- The panel discusses the importance of earning customer loyalty and creating memorable experiences.
Creating a positive customer experience (00:07:08)
- The panel talks about creating a positive customer experience and the importance of communication.
Unexpected extras for customers (00:10:13)
- John Long shares examples of unexpected extras for customers, such as giving out stuffed animals and matchbox cars.
Investment in training and loyalty (00:13:33)
- AJ Neely and Matt Wagg discuss the investment in training and the impact on employee loyalty.
Significant others attending the conference (00:15:38)
- Matt Wagg discusses bringing significant others to the conference as part of the training investment.
The impact of closing for training (00:15:46)
- The positive impact of closing for training on staff and customer perception.
Empowering employees through training (00:16:45)
- The importance of empowering employees through training and the impact on customer and employee satisfaction.
The importance of operational excellence (00:22:23)
- The focus on operational excellence, cross-training, and creating a consistent guest experience.
Leadership and business growth challenges (00:26:12)
- Challenges faced in leadership, business growth, and the need for personal and professional development.
Adapting to leadership role and business redefinition (00:28:02)
- The need for redefining the role as a leader, making difficult choices, and redefining business operations.
Growth and future business plan (00:31:29)
- Discussion on surpassing business plan goals, the need to plan for the future, and the desire to spread skills to the community.
The feeling of going from 1 to 2 (00:32:09)
- Exploring the decision to expand from one to multiple stores and the passion and drive required.
Preparation and access to capital (00:32:37)
- The importance of being ready with processes, systems, and access to capital before expanding to multiple locations.
Different approaches to expansion (00:34:23)
- Considerations and challenges of different approaches to expanding, such as new build, brownfield, or acquisition.
Challenges and surprises in expansion (00:37:06)
- Challenges faced in opening new locations, including marketing, demographics, and unexpected surprises.
Learning from mistakes and failures (00:39:53)
- The importance of learning from mistakes and failures in the process of expanding and growing the business.
Adapting to different store cultures (00:42:42)
- Understanding the differences in store cultures and leadership styles as businesses expand to multiple locations.