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Recession is the main topic for everyone as we enter into 2023, almost 3 years post-pandemic. The Aftermarket Radio Network has collaborated together to offer their forecast for the year. Consider this your 'one stop podcast player' to hear insights from an accountant, technician, business coach and marketing perspective. Together, we continue to Advance the Aftermarket. Hunt Demarest, CPA, Paar Mellis and Associates, Business by the Numbers Podcast Matt Fanslow, Riverside Automotive, Red Wing, MN, Diagnosing the Aftermarket A to Z Podcast Kim and Brian Walker, Shop Marketing Pros, Auto Repair Marketing Podcast Chris Cotton, AutoFix Auto Shop Coaching, Chris Cotton Weekly Blitz Podcast Show Notes: Hunt Demarest 2023 Episode- 2023 Forecast and Business Outlook Matt Fanslow 2023 Episode- 2023 Outlook Chris Cotton 2023 Episode- Surviving 2023 and Beyond Brian & Kim Walker 2023 Episode- Creating Your Own Economy Blow people away with your customer service experience Stop stopping Mindset- staying positive Focus on your own numbers, not anyone else Over half of the people that make 150 to $200,000 a year are living paycheck to paycheck. Could you survive during 2008 without government aid? Advertising doesn't happen overnight! It's not about cutting expenses, it’s being more efficient with what you have. Pivote parts matrix ‘buckets’ Don’t forget about your internal customers- employees “Experience is remembered long after price is forgotten" Thanks to our Partners Shop-Ware and Delphi Technologies Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com Connect with the Podcast Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Support our partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com Click to go to the Podcast on Remarkable Results Radio

Shop Talk Entering the field as a woman Trade school as a woman Finding a job Coworkers Business Development Group Female Impact: Getting Through [RR 549] The show is sponsored by NAPA Auto Care napaautocare.com NAPA Benefits Center: napabenefitscenter.com NAPA Member Site: member.napaautocare.com Email Matt: [email protected] Diagnosing the Aftermarket A - Z YouTube Channel HERE Click to go to the Podcast on Remarkable Results Radio

Talking Points Kathleen Long: One of the hardest working women in auto car. A woman of action and impact. She’s a big believer in the value of mentoring. Has a glass-break alarming laugh RepairPal is setting/ limiting what prices I can charge to my customers with their estimator. I don’t need RepairPal because I already have plenty of business and I get great marketing for free through word of mouth. Online customers like the ones that come through RepairPal are just annoying price shoppers. I have a relationship with my local CarMax store, so I don’t need RepairPal’s help. Many consumers haven’t heard of RepairPal so they cannot really help me to increase my car count. Kathleen Bio: Kathleen Long, Chief Revenue Officer Kathleen has built and developed award-winning marketing, sales, success, support and operations teams, centered on principles of authenticity, hard work and empathy. As Chief Revenue Officer at RepairPal, Kathleen leads all partner and consumer initiatives; including business development & strategy, operations, marketing, and IT. Kathleen is absolutely insistent on making a difference for people and businesses, by connecting them with disruptive, useful technologies, aided by humans who are given space to be themselves at work. Kathleen helped transition a startup through a successful acquisition exit, created revenue and monetization streams that supported another startup going public and grew her career from a chair in a call center employee to a seat at the executive table in 10 years (happily mentoring others to do the same). Kathleen is proud to stand for ethical principles, and to be a female executive in a male-dominated industry and is Women in Auto Care's Woman of Excellence, presented annually to a woman who has provided recent outstanding contributions to the auto care industry while demonstrating role model behaviors, leadership and commitment to the advancement of women. She has been described by some as the literal voice of the company and has a laugh that once set off glass break alarms in a conference room. Kathleen holds a degree in General Studies and Philosophy from the University of Nevada, Reno. How To Get In Touch Group - Auto Repair Marketing Mastermind Website - shopmarketingpros.com Facebook - facebook.com/shopmarketingpros Get the Book - shopmarketingpros.com/book Instagram - @shopmarketingpros Questions/Ideas - [email protected] Thanks to our partner, RepairPal. Visit the Web HERE Click to go to the Podcast on Remarkable Results Radio

Recorded Live at the Transformers Summit with Nichole Bennecoff, Subie Guys, Traverse City, MI. Find out how growing her business helped reignite her passion for the industry. Nichole Bennecoff, Subie Guys, Traverse City, MI. Show Notes Felt stale after 4 years of ownership and 15 years prior of being involved in the business- is there more out there? Started working in the office first- there was a divorce in the family. Nichole has always been the type to learn more and be curious. Bought out her brother and mother and became the sole owner. Joined Transformers Institute- became interested in owner-operators setup with the expansion of growing locations. Reignited desire to grow business. Share your knowledge! Growing 20% every year, staffed to grow more. Next step- opening a general repair shop Sharing the vision with the team- an important step in order to grow together Learn to listen to your intuition Referrals are #1 for their marketing Feeling overwhelmed with your 'list?'- pick the top 3, and delegate items that can be delegated to someone else Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

During Today's episode #97 I’m going to be talking about: Chris’ recent doctor's visit, Kimberly’s Old rocking chair & Having value in what you do. Chris, what are you talking about???? Kimberly’s Rocking Chair 89.00, 47 pictures, clear communication Recent Dr. Visit 2000.00 per hour, very concerned about how I would pay. If these people can charge that, so can you. Self Esteem Do it responsibly and with thought. We can’t just throw stuff against the wall. To listen to more episodes make sure and go over to iTunes and or Spotify. Don't forget to rate and review us! Connect with Chris: 940.400.1008 www.autoshopcoaching.com Facebook: https://www.facebook.com/AutoFixAutoShopCoaching YouTube: https://bit.ly/3ClX0ae Email Chris: [email protected] This episode is sponsored by AutoLeap. AutoLeap is a cloud-based all-in-one automotive invoice software that helps you supercharge your mechanic shop. Their customers have experienced: 30% increase in revenue by improving transparency and trust 50% reduction in time spent researching and ordering parts 10% increase in profit margins through robust reporting Click here to learn more about AutoLeap and schedule a demo: AutoLeap Link: http://bit.ly/3GRgO88 Click to go to the Podcast on Remarkable Results Radio

On Record with Craig O'Neill. Craig discusses the benefits of joining Toastmasters. Toastmasters is a nonprofit educational organization that teaches public speaking and leadership skills through a worldwide network of clubs. Through Toastmasters you'll listen better, communicate more effectively, and lead teams and conduct meetings with confidence. Craig O’Neill, VP of Training, AutoFlow. Listen to Craig’s previous episodes HERE Show Notes: Toastmasters.org to find a local club- go as a guest to start! You’re in a system and a process for communication- fake the confidence! Barriers- imposter syndrome There is no such thing as a neutral exchange between people- you leave someone either a little better or worse in every engagement Use of 3’s- never complain, criticize or condemn Providing feedback ‘Ums’ ‘ah’ ‘er’ - eliminating filler words, pause instead, and it creates better listening skills Note taking skills Thinking freely in impromptu moments Practicing with structure Online curriculum, management site, assessment test, path of communication courses, Engaging people in your community Every Life Has A Story Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

What is it like being married to a shop owner and having your own career outside of the automotive industry? Recorded Live at the Transformers Summit, we are with Joe Bennecoff, husband of shop owner Nichole Bennecoffe, and Jennifer McHugh, wife of shop owner Patrick McHugh. It's time to hear from the spouse's perspective. Joe Bennecoff, Husband of Nichole Bennecoff, Subie Guys, Traverse City, MI. Jennifer McHugh, Wife of Patrick McHugh, Bimmer Rescue, Richmond, VA. Patrick’s previous episodes HERE. Show Notes You must give a fair amount of time, respect, motivation, and advice to your spouse to be able to contribute to each other’s success. Give and take, work it out, and compromise. Having a consistent conversation about what each day and how things have been during the day, sharing, enlightening each other Knowing what your spouse is going through in their business and help them overcome difficult times is important. As complicated and beautiful as relationships are, it's constant work when you're adding a layer of being supportive of their business. It does add challenges, but it also adds a lot of benefits and amazing parts of the relationship Figuring out your role, knowing when to be quiet, knowing when to speak up, and giving them their space. Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at NAPATRACS.com Click to go to the Podcast on Remarkable Results Radio

This week, Hunt talks about ROI (return on investment) and how to use it in your day-to-day decisions. • What is ROI, and how can you calculate it? • How does time relate to ROI and can your decision be changed based on time even if ROI is the same? • How does your involvement in an investment dictate what the ROI has to be to make it a prudent choice? • How can you use ROI to make day-to-day decisions in your business and personal life? The Show is sponsored by: Shop-Ware on the web at getshopware.com NAPA Auto Care Repair Shop of Tomorrow at https://repairshopoftomorrow.com Hunt Demarest, CPA Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online : www.paarmelis.com Email Hunt: [email protected] Get a copy of my Book : Download Here Click to go to the Podcast on Remarkable Results Radio

We are on Part 2 of our Service Advisor Overload discussion because we couldn't fit it all into 1 episode! How ironic! Did you know most shops are missing $300-500k in gross profit dollars because their service advisor doesn't have the time to tap into those dollars? You must build a wall of support around your service advisor. Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Listen to Clint’s previous episodes HERE Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE Show Notes: Service Advisor Overload [THA 305] Don’t have your advisors do your job as a shop owner- create the environment for success VOIP phone systems for a streamlined process Don’t have one email for the whole shop! Are your advisors doing things manually when they could be automated? “Appointment Request” for the website Alert the customer of the progress (text capabilities) Pre-booking- preventative maintenance, tire changeovers during downtime of the year Are you “wing it” automotive? What is your onboarding system for an advisor? What are their holes from a behavioral standpoint? Soft skills KPIs for service advisors? Measure, track, gauge and improve Be professional- leave the drama at home Accountability coach Understand the probabilities of each department in your shop- don’t mask it all together. Slowly growing into an overload- it doesn’t happen overnight. Eliminate Diversity Overkill- stick with what you’re good at! Fireflies.AI Thanks to our Partners Shop-Ware and Delphi Technologies Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com Connect with the Podcast Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Click to go to the Podcast on Remarkable Results Radio

If you want to get a good fight started in the automotive industry, all you have to do is start a discussion about coupons or discounts. In this episode, we dig into the topic. Should you use coupons in your marketing strategy? Thank you to our friends at RepairPal for providing you with this episode. As shop owners, we were part of RepairPal’s Certified network, and you can learn more at RepairPal.com/shops. Talking Points Should you use coupons in your marketing strategy? Will they bring you more clients? What type of client are you trying to attract? Are you good at converting “coupon customers” into lifelong customers? If you do use coupons, what are some promotions you can do? Can coupons be successful with high-end clients? If you don’t want to do discounts but do want to run promotions, what are some ideas? Lagniappe (Books, Links, Other Podcasts, etc) $100M Offers by Alex Hormozi How To Get In Touch Group - Auto Repair Marketing Mastermind Website - shopmarketingpros.com Facebook - facebook.com/shopmarketingpros Get the Book - shopmarketingpros.com/book Instagram - @shopmarketingpros Questions/Ideas - [email protected] Thanks to our partner, RepairPal. Visit the Web HERE Click to go to the Podcast on Remarkable Results Radio

Recorded Live at the Transformers Summit with Aftermarket Radio Network host, Hunt Demarest, CPA at Paar Mellis and Associates and host of the Business by the Numbers Podcast. Hunt's firm specializes in automotive repair clients and he gives us an inside scoop on common new client questions and concerns as well as some behind the scenes about his podcast! Hunt Demarest, CPA, Paar Mellis and Associates, Business by the Numbers Podcast Show Notes Finance and accounting with new clients- “I want to know more about my finances, but I don't understand them.” Clients have to see the value in their numbers themselves How do you want to make more money if you don't even know how much money you're making right now? You need to set up your financials in a way that makes sense to you. Profit is used to pay down debt. Profit is used for your distributions. Profit is used for you to buy inventory and equipment. Paar Melis gives you a report card at the end of the month. Focus on the red items and that's going to tell you everything that you need to know. Numbers don't lie, but they can be misleading Instead of charging credit card fees, instead, raise your labor rate, and raise your parts margin 3%. Now you're making that credit card fee on every person Connect with the Podcast: Aftermarket Radio NetworkSubscribe on YouTubeVisit us on the WebFollow on FacebookBecome an InsiderBuy me a coffeeImportant Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

On Record with Greg Buckley. Greg discusses extended car warranties. You must educate your customer! Greg Buckley, owner of Buckley’s Auto Care in Wilmington, and Millsboro DE. Greg’s previous episodes HERE. Show Notes: Extended warranty- used car market has been hot over the last few years. People want a ‘protection’ What types of companies underwrite policies? You must educate the customer on what they already purchased for their vehicle- most contracts are limited Ask for a copy of the contract, review it, look for ‘what’s not covered,’ and explain to customer. Additional testing time? Labor? Rust? “Do your own warranty” before you fall into the marketing funnel of extended warranties Are these customers one and done? Only repairing what is covered and not doing proper maintenance. Better margins with OE for warranty claims You must have oil change records- regular service receipts Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

Chris Lawson is back for Part 2 of our discussion about finding technicians in our industry. This episode focuses on the advanced strategies for finding technicians on Indeed and Facebook. Do you require a resume on Indeed? Find out why you shouldn't! Chris Lawson, TechnicianFind.Com. Chris' previous episodes HERE Show Notes If you’re looking to hire an experienced technician with a job, throwing more money at job boards is a losing strategy. You need to go where techs hang out online, and that’s social media. Building a connection- ask questions, find out what they are trying to accomplish in their career 2 weeks notice- it’s a dangerous time, follow up with value (shorten the time period, putting in a touch point with communication, remind them why they said yes to the offer). Consider creating a 2 week orientation to keep them engaged. Always be recruiting- ask for referrals. Respond to comments and questions on ads Spend time on good headlines and good ads Why you shouldn’t require a resume on Indeed- do technicians have an updated resume to apply? Get them on the phone! Hiring Insights on Indeed- free tool, the automotive technicians are extremely competitive, Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at NAPATRACS.com Click to go to the Podcast on Remarkable Results Radio

If you're thinking about transitioning from employee to shop owner, this episode is for you. Instead of guessing your way through the transition, let the Aftermarket Radio Network be your free library of industry peers across the country help you get started the right way. Maylan Newton, ESI- Educational Seminars Institute, is a business coach, trainer and industry speaker. Maylan's previous Episodes HERE Vic Tarasik, CEO of Shop Owner Coach. Vic’s previous episodes HERE. Show Notes: A good technician only makes a good business owner with proper training, guidance, and accountability. You need these 5 professionals- business coach, accountant, financial planner, insurance advisor, attorney Build the business that survives you and provides a legacy to your family the business is not about you is about all the people that depend on the business for their survival, family employees vendors Most importantly, do not treat your business as a hobby you not fixing cars running a business The business owner is the leader, not to fix cars/writing service “People are so afraid of success, that when they reach success they self-destruct.” Not paying yourself opens the door to resenting the business. What is YOUR cost of doing business? Don’t let the high level of confidence in fixing cars create a false sense of security in solving all things in business. Ask questions of the right individuals- someone with experience who’ve successfully overcome what you have in front of you “Implementation of knowledge is power.” Focus on the fundamentals from the beginning “Begin with the end in mind” (Covey)- Now that your journey has begun, what is your endgame? “Life begins and ends at the edge of your comfort zone” Pay your taxes- set up a system where deductions from Connect with the Podcast Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com Click to go to the Podcast on Remarkable Results Radio

Let's talk about voice assistants for employee efficiency. Technicians need quick and reliable access to accurate data for servicing vehicles. What if they could stay in their bay and ask 'Hey Ortho' to check fluid types and receive a response within seconds? Join Eric Turkington, Vice President of Growth, and Kim Conti, Vice President of Product, as they discuss Ortho, the next high tech tool for the automotive industry. Eric Turkington, VP of Growth, Ortho Kim Conti, VP of Product, Ortho Show Notes heyortho.com Voice assistant for technicians The efficiency of data access in the technology industry Accessing OEM database The awake word ‘Hey Ortho’ Focused on loading the right vehicle for the technician, and in some cases even integrated with shop management systems The vast majority of people who actually do use voice tech in their personal lives are actually doing it to generate efficiency Connected to the cloud, to get real-time information Ortho has 150 specific questions to ask- specifications around breakers, repair fluid types, and fluid. Future context- service advisor using Ortho for recommended maintenance Soft keyboard built-in Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

On Record with Lauren Fix as she discusses the used car market and the importance of car maintenance. Lauren Fix, Car Coach Reports, Total Car Score Podcast, is an automotive expert and analyst based in Buffalo, NY. She has written three books on automobiles. She has appeared on CNN, Fox News, Newsmax TV, CNBC, and USA Radio’s Daybreak USA show. Lauren's previous episodes HERE Show Notes: Car Coach Reports Prior to covid selling cars: 17.5 million vs 13.7 million now. Average car profit to manufacturer: 10K...4 million sales lost People are buying out their car lease now Dealerships have 30% retention for car repair Repossessions are increasing- people bought cars during COVID, inflation and recession “Doing maintenance now will save you money down the road” Which cars can last 300K miles? Iseecars.com “Never invest more in a car than it’s worth” USAmotorjobs Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

Recorded Live at the 2022 Transformers Summit with Chris Chesney, Training and Organizational Development at Repairify. Chris takes the common phrase, "You don't know what you don't know," and flips it to "I don't know THAT I don't know." With today's technology expanding the way it is, there is too much information to memorize and know every piece of knowledge when it comes to car repair. How can we change the way technicians learn? How can we prove their understanding besides a certificate or course completion? Chris Chesney, Training and Organizational Development, Repairify. Chris' previous episodes HERE Show Notes Adaptive learning- implemented Area 9 at Repairify. Providing a knowledge base to fill the gaps. Being thirsty for a certain piece of knowledge. Assessments happen during training. The course assesses ‘what do you know right now?” Uncovering the unconscious incompetent: “I don’t know THAT I don’t know.” "We need to build an education model that serves everybody in the industry, those that are experienced and those that are not, and everybody in between." The proof of skill step. This takes you through a three-step process that's modeled after the Federal Aviation Administration. Prove that you know it, teach it and they can do it “The opportunity to change that e-learning in such a way that it attracts people to it because they want the end game, and that's that proof of a skill that's not only valuable to the shop owner because they know whom they're hiring and what they can and can't, but more importantly for the technician, it's something that adds value to their portfolio, that increases their value in the shop.” Automotive manufacturers build code in multiple silos and they all have to come together and so they aren't elegant solutions. “Man built them, man will break them, man will fix them” Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at NAPATRACS.com Click to go to the Podcast on Remarkable Results Radio

"Forget the Past: Focus on the Future"...sometimes easier said than done. The past is familiar and comfortable. We can also get hung up on our past mistakes, which hinders us from moving forward. Listen to 3 shop owners share their perspectives on the past and the future of the automotive industry. Watch Episode HERE Frank Scandura, Frank’s European Service, Las Vegas, NV. Frank’s previous episodes HERE. Al Wright, John’s Automotive, Cedar Rapids, IA. Al's previous episodes HERE Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ. Jimmy’s previous episodes HERE Show Notes: Don't be afraid of change, what we did in the past or how we did it may not work today. Take care of yourself and let go of old habits. Be healthy and reset! Service advisor is now 4 different jobs: customer service rep, parts manager, service manager What is your break even point? It's not the 'cost' of the service advisor position, the biggest expense is what you are currently doing and what you could and should be doing. Everyone hates change, but the only constant in life is change- lean into change. Hiring top talent vs. Creating top talent- Are "A" technicians made? Have grace when someone makes a mistake Don't get analysis paralysis. Don't let past mistakes stop needed changes for the future. Doing something is better than doing nothing. Connect with the Podcast Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com Click to go to the Podcast on Remarkable Results Radio

With over 20 years in the hospitality industry, author and trainer Steve DiGioia shares some real world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers desire. Steve has a detailed 57 individual steps for dinner service, what are your steps for customer service? Steve Digioia, Author and Trainer Show Notes How do I make you feel while I am providing this service? What can you do during the service part of the transaction to hook this customer in, hopefully for life? It has to be something more than just a mechanical aspect of it. There has to be something else that separates you from your competition more so than just the physical service you were providing, it's how I make you feel. It's how I make you feel appreciated. It's how I welcome you when you walk into my place of business. Many mechanics, they're focused so much on fixing that they don't realize that the waiting area has to be not only comfortable, and obviously clean, but it should be bright and welcoming. Use customer’s name 3 times. In a perfect world, you shouldn't receive less service because you are paying less. Versus getting extra service taken care of because you happen to be paying more, meaning, a higher-valued car. If you want a consistent product, consistent service, a consistent experience, you have to have something like that because at a bare minimum, it reinforces the steps that the business believes is important to them to be able to service the client Standardized thank you note in every car Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Guest host and shop tour with Niko Sougias, Charlie's Foreign Car, Encinitas, CA. Niko says customers want explanations about their car repair and he has found a way to connect with them on his YouTube Channel. Find out how he does it. Niko Sougias, Charlie's Foreign Car, Encinitas, CA Show Notes: Building was built in 1988- waterless car wash on every car, 17 bays, 16,000 square feet in total (with showroom) People want explanations- make videos; technical education should have a time limit (60 seconds) Most watched video of 2023- control arm bushings Full-time employee (Jax) is the editor of videos Audio- quality is important with wireless mics Pre-Covid work- maintenance Post Covid work- boom of work, customers are authorizing more work to be done, almost doubled ARO Challenges- keeping loyal customers happy while being booked 2 weeks out Future think for 2023- monitoring new car sales with interest rates rising Lead technician is moving to the foreman position Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

Recorded Live at the 2022 Transformers Summit with Jesse and Christine Myers. They joined a peer group and it changed their entire business, doubling their sales to $2 million in 18 months. Jesse and Christine Myers, ATLR (All Toyota Lexus Repair), Arvada, CO. Show Notes Started in 2003, biggest growth was in 2019 Jesse became a master technician at Toyota 21 years old- quit Toyota because he wanted his own team. Worked on fleets overnight to keep account with WorldPac. Joining peer groups changed their entire business Won trip to Nashville from WorldPac- met Kim Auernheimer. Kim invited them to a Smart Group meeting in Texas and helped them increase their numbers so they could attend. Chris stayed home with the kids- they had $3,000 per month for both personal and business. When their youngest went to school, Chris became a part of the automotive business. 2018 gross profit $375K and in 2019 just under 1 million- with 3 people total (2 techs and Kris). 2020-now is almost 2 million. Defining roles and 'staying in your lane' with the help of Transformers Institute- who needs to be in the day-to-day operations (Jesse)? Who oversees everything as a whole (Chris)? Looking to expand to multi shops in the next 5 years Implementing change from the conference- working on goals together outside of the shop/house at a restaurant. "We want to change lives" 3 different salary ranges- low, medium and high. Backwards math to find out how many labor hours per day to reach that salary. Attainable goals. How to flourish- accountability, consistency and training. Chris and Jesse took their team and their spouses to dinner to explain their vision and how it will work. The spouses were very touched that Jesse and Chris cared so much for their lives. Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at NAPATRACS.com Click to go to the Podcast on Remarkable Results Radio

Join 3 shop owners as they share some great stories and wisdom about what works and what doesn't when talking about pay. Can you show how to earn the pay they want? How can you bring the team together when there are earning discrepancies? Chris Lawson, TechnicianFind.Com. Chris' previous episodes HERE Mehrdad Avar, Haven Auto Repair, Rancho Cucamonga, CA Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE Show Notes: When in doubt about what to list as pay in an ad, look at your top compensated tech and use that as a benchmark. Commitment to training- investment, not a liability, not a cost. It’s always best to put your best foot forward with respect to salary in an ad. “What’s the highest pay level you feel comfortable having a conversation about?” In other words, “If you were sitting across your desk from a tech and they asked for that salary/compensation, do you feel comfortable having a conversation where you show them how they can earn that level of income?” (production and efficiency levels needed + salary, bonuses, profit sharing, etc.) Changing the perception of your technicians not wanting to hire another. Asked, “Did your income get better or worse?” Sharing profit and loss, where and how the shop will continue to grow. Make sure your salaries and job titles match up and are in alignment with market rates.(you can verify this on Indeed Hiring Insights) As the owner- look at yourself from the inside out. Make yourself worthy of the top employees. What is the perception of your business from the outside? Your business is a reflection of yourself. Interviewing technicians- you will spend more time at work than at home. Is 1-hour interview worthy of a ‘marriage?’ Listen closely to the interviewee’s questions. Get your team involved in the process, and consider a trial period. Comebacks- learning experiences with the whole team, quality control employee Zero sum decision making- knowing what you know now, would you make the investment in XYZ, if you wouldn't make that decision again, move on. Connect with the Podcast Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com Click to go to the Podcast on Remarkable Results Radio

Can proper equipment equal higher efficiency? Justin Allen, a Manufacture's Rep for Hunter Engineering Company, continues to help shop owners understand that investing in the right equipment can increase the shop's profitability, save time, and build trusting customers. Justin Allen, Manufacture's Rep, Hunter Engineering Company Show Notes Trends- ideas about automation and tracking your efficiency and productivity. Everything is driven toward reducing errors, reducing errors for your technician. Hunter Quick Lane/Quick Check Drive- the digital photos of the vehicle and the actual alignment measurements. It takes the opinion out and is completely objective. "Sale people go arm in arm with shop owners to face this battle every day, and the battle is rusted nuts and bolts, and the battle is technology, that it's evolving so quickly that we can't seem to stay on top of it." If you're not being successful with the equipment, then something went wrong. Only 5-15% of automotive shop owners are engaged in active training and growth Don’t be the frog in the pot of water- are you seeing what is around you? Helping shop owners understand that investing in advanced equipment can increase the shop's profitability, save time, and build good trusting customers. About 400 sales reps in North America and about 400 service technicians- local classes are also available. Stress reduction- what can a new piece of equipment do to make me more efficient? Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Join Carm as he interviews students and local shop owners at Erie Community College's Student Career Fair. Show Notes: Erie Community College Student Career Fair Students realize the future of automotive will be more on laptops and diagnostics. Looking into different fields with automotive than just the dealership "More than just banging wrenches and changing parts." Know the 'why' and ask questions Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

Recorded Live at the 2022 Transformers Summit with Carolyn Coquillete, founder and CEO of Shop-Ware. Carolyn discusses a spotlight of Shop-Ware called 'Duration of Service.' This feature tracks how long a customer's car is in your shop. The customer experience and your profits depend on the number of hours each car is in which stage of production. Carolyn Coquillette, Luscious Garage, San Francisco, CA is the new ASCCA President. She’s also the Founder and CEO of Shop-Ware. Listen to Carolyn’s other episodes HERE. Show Notes: Duration of service- what does the customer experience? How long were they aware from their car? You want a low duration of service. How much money did you make for the number of hours that car was in the shop? Speed is not enough- it's how much profit you are getting for the amount of time that the car is in the shop Saves all the data from last month to compare month by month When the car is not getting fixed you're not generating gross profit Signup for a Shop-Ware demo- getshopware.com Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Set your sights on Las Vegas in 2023. Mark your calendar now … October 31 - Nov 2, 2023, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio