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  1. 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: What drives you?Passion for technology and change- Once Christ became free from “Corporate America” he saw the endless potential to be anything you want to be. Freedom to jump to conclusions and do what you want to do. What did you want to grow up and be?Entrepreneur- make and build things What impact will technology have on your business?Massive impact- constantly adding and changing in order to maintain successful customer experience and a productive and effective shop. If using technology is confuses and doesn’t work for them they are using the wrong technology What new technology are you going to add to your business in the next 6 months?“Baywatch” watching vehicles in real time ALPR (advanced license plate reader) and object recognition- measuring efficiency and productivity in the bays What are you afraid of?Failure- “Failure is a part of success” but failure is still hard to handle. Sometimes you are afraid to make a choice because you’re afraid of what could happen as an outcome. Failure can happen due to factors you’re not in control of (COVID-19). What do you do for fun?Spending time with family (2 daughters and wife). Activities together like ice skating, kicking soccer balls, skiing etc. What is a big concern or threat to your business?Consolidation- driving and driverless fleets. Who will be repairing those vehicles? Who has nationwide coverage? How do you manage work/life harmony?Discipline to “turn it off” certain evenings and on Sunday’s- limited phone and computer use What did you sacrifice in the early days to get where you are today? Regret it?Sacrificed friendships and relationships- it’s easy to pour yourself into work and neglect certain friendships. Chris doesn’t have regret because they were tradeoffs to pursue what he wanted to do. Do you have a strong intuition? Do you listen to it? Has always followed his gut while knowing “the numbers.” Trusts his intuition and listens to it. During COVID his gut told him to inform his employees what was going on- potential layoffs, potential salary cuts etc. Employees were grateful he was honest and upfront. Get any great advice that you still follow today?Advice from his father:“If you’re going to lie with the dogs you’re going to get fleas.” It serves as a reminder to surround yourself with good people. How does one start to build a strong business culture?Starts with the leader- What are your strengths? What are you good at? What do you like? Find things you care about and your employees will see it. Don’t force “fun,” be genuine with your interests and the interests of your employees. We learn from mistakes. What was one of your biggest mistakes?Not realizing his path early on in life- we often fight our paths but that’s when you have to listen to your intuition. Wanted to make it big in music and failed but learned how to manage people/business during that time. Ever had a mentor?Dad was first mentor Read “How to win friends and influence people” and it changed the course of his life. Continues to have mentors, 20 groups and advisors “Feedback is a gift like on Christmas morning. Receive it, take it in, open it up, be thankful. Don’t throw it back in their face.” How much training per year do you get?Minimum of 40 hours (1 hour every week) but often has over 120 hours per year- being apart of 20 groups 3-4 times a year, attends conferences and sits in the classrooms A secret to a good job interview?Behavior interviewing skills- instead of asking “Have you ever done an oil change before?” ask “Walk me through the last oil change you did.” Also ask questions about conflicts and how they were resolved. Ask about behavioral scenarios. Would your organization crumble if you stepped aside?No- investing time training leaders to be leaders. Leadership is all about soft skills Do you share your financial statements with your team? If Yes, why?Yes both the shop and software companies- your employees know your financials already and if you don’t share it they often think you are pocketing. Educate them on expenses and overhead. Do you see obstacles not as roadblocks but as opportunities?Gap analysis- where are the gaps and how do I fill them in? Find out what people aren't doing and tumble through them. Obstacles are opportunities. Who is someone you really admire?Jesus- true servant leader instead of jumping to conclusions. Good people get in bad habits- look through that and offer grace. Resources: 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. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE 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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  2. Jacquie Walter Hower is the Director of Operations and 3rd generation at her family’s business, Zimmerman’s Automotive, in Mechanicsburg, PA. During high school and into college, Jacquie worked part-time for the company working in the Quick Lube department as a technician changing oil and maintaining customer vehicles. After her sophomore year of college, she was given the chance to become a manager for a new Quick Lube location for the company. Since then Jacquie’s love for the industry grew into a passion. As director of operations, she handles a number of different jobs such as customer service, service auditing, daily accounting, training, and community involvement/events. In the summer of 2016, Jacquie began the Aftermarket Management program at Northwood University where she hopes to complete her bachelor’s degree in two years. Jacquie is involved with the Car Care Women’s Board and sits on the board of directors at the Mechanicsburg Chamber of Commerce. She resides in Mechanicsburg, PA with her husband, Dan, and their two young boys, Brantley (4) and Mason (2). Hear Jacquie’s Previous Episode HERE. Scott Pelava is a Certified Master Auto Technician, L-1 Advanced Engine Performance Specialist and ASE-Certified Service Consultant. In 2015 Scott created the Auto Shop Owners Group (ASOG) on Facebook which today has nearly 5,000 members. ASOG has developed into a 501c3 Educational Foundation whose mission is to enable & empower shop owners to learn and grow to provide the best business environment for their customers, employees and themselves. Scott is also very active in his community. He is currently a third term Lonsdale City Council Member, has held numerous leadership positions with Scouts BSA, and is a director of the Lonsdale Chamber of Commerce. Hear Scott’s Previous Episode HERE. Justin Morgan is the tech support for LMV Bavarian and tech ambassador for AES Wave. Hear Justin’s Previous Episode HERE. Anthony Williams is a Special Projects Manager at Advance Auto Parts, Colorado Springs, Colorado. Anthony’s Previous Episode HERE. Vinnie Lucido has had his hands in the automotive industry since 1996, starting in High school as a CSR at one of the last 76 Full-Service Gas stations in Reno. He found a passion for helping people through their most prized possessions, their automobile. Vinnie and his brother Anthony partnered together & opened CoAuto in 2014 and have been nothing but success in their new undertaking. Vinnie is ASE certified and has operated in every capacity of the automotive repair field. Throughout his career, he has been a customer service representative, a service writer, a technician, a manager and now an owner. Ultimately, he finds he is happiest when he is in communication with his clients and gets the opportunity to get to know his guests. Vinnie spends his time building relationships and networking and in turn, the shop continues to grow. Listen to Vinnie’s previous episodes HERE. Kent Bullard. Find Kent’s other episodes HERE. Jim Cokonis. Find Jim’s other episodes HERE. Key Talking Points: Virtual trainingWhat doesn’t work in live class doesn't work virtually either The audience is more willing to ask questions when they aren’t in a full classroom- questions in the chat or during live Producer-moderator on the side that can look for chat questions for interruption and interaction Opportunity for more trainers that wouldn’t want to stand in front of large class due to social anxiety and cost-effectiveness But also removes the opportunity for trainers to earn living with the redistribution of video content Zoom burnout happened during in-person classes as well but phone screen/Netflix burnout Burnout from poor practices- work on practices instead of platform Presentations, training, and teaching- Information, engagement, and transformation they will experienceMust be reformatted- text and PowerPoint Don’t have to be the “star” of the screen- the audience is the star of the show Engage the person watching - movement with different camera shots Content- fluid with room for questions and engagement Build-in breakpoints between topics/segments Talk less and facilitate growth otherwise you are giving a presentation that is recorded-telling isn't teaching, showing isn't teaching “EDGE Method”- explain, demonstrate, guide, and enable ChallengesTraining- no faces, internet delays, going through content faster than in person Microphone- not muted/talking over each other Not prepared with audio connections and lighting prior Too casual- PJs, background location (hot tub) No boundaries when you’re at home- School, training, cocktail hour, graduations etc. is all virtual Mental stimulant burnout with looking at the different screens, watching multiple people, answering chats “Solitary confinement” on screen and miss being with people in person “Being watched” -you have to constantly perform on screen SolutionsProduction- invest in good equipment (camera and audio) and have backups Continue the same personal routine that you would when you left the house to help with burnout Create a home office Mobility- take a break as a viewer and get up to stretch Resources: A special thanks to Jacqui Hower, Jim Cokonis, Justin Morgan, Scott Pelava, Anthony Williams, Vinnie Lucido, and Kent Bullard 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 Linked In 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 buy 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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  3. We all have this idea starting out that owning a business is the same thing as having the keys to the building, turning the lights on, and getting to work....in our case, getting to work fixing cars. But as most of us have figured out by now, it's not what it seems from the outside looking in. In my business, one of the toughest challenges I've faced is creating a culture that I can be proud of. Conveying to our people the WHY behind the what. While it took years to build, a realization I had no clue what my "WHY" was, and a number of missteps - in the past few years the culture of my facility has begun to develop....and in many ways, it develops itself now through the amazing team we have in place. This episode of the podcast is titled "How to keep talent from leaving" but in it's entirety this episode is much more than keeping talent from leaving... It's some of the fundamentals one of the greats of the business, Dwayne Myers, uses daily in his business. I know David and I both gained a ton of knowledge from this chat, so take a listen and let us know your thoughts on culture and going a step above for your staff. It's also worth noting that those of us who are patrons got quite a laugh out of what's become quite a running joke with David - It should be noted that this is the first time David hasn't edited out the jokes about the banner or the beaver...... Speaking of patrons..... We'd love to have you as a patron of the channel. It's the patrons who make the podcast and all of the great offerings within ASOG possible. It's the subscribers and those of you who like or share the podcast that has shown us the hard work is worth it! So if you don't mind, take a few minutes and become a patron! Maybe like and share the podcast? 😁 The podcast can be heard on all major listening apps here: https://www.buzzsprout.com/1182755/8089854-asog-podcast-ep-24-how-to-keep-talent-from-leaving-with-dwayne-myers-of-dynamic-automotive It can be viewed on YouTube (Along with ASOG Shorts and AMA's) here: And if you'd like to become a patron (which includes access to the full AMA videos, early releases and live participation in the AMA events) you can do so here: https://www.patreon.com/AutoShopOwnersGroup
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