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Why is reaching out for help so hard for so many people? Let’s break down the barriers and formalities and dive into what the first call to a business coach can be like. I’m with Aftermarket Radio Network host Coach Chris Cotton at ASTE 2022. Look, you don’t have a hobby you have a business that needs your attention to profitability. Never stop improving yourself and your business. Embrace accountability partners, peer groups, and coaching, and watch what you can do. Chris Cotton, AutoFix Auto Shop Coaching, Chris Cotton Weekly Blitz Podcast Key Talking Points People who don't reach out for help end up out of business or stuck not knowing what they need to know and not able to grow Chris asks a lot of open-ended questions on the first call and asks what prompted them to reach out and what struggles you have in your business. If you're not afraid to disappoint someone, then accountability does nothing Join peer meetings and start networking to grow as the industry evolves KPI is used to measure strategy and leadership improvements Motivate, connect, and teach the younger generation A lot of people use work as an escape or release. Show love within your organization Hug until the other person breaks the embrace- are people hugging longer these days? Take criticization as a stepping stone to level up Reset your mind to be ready for the next thing 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 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

Have you ever experienced the butterflies in your stomach when you start a new job? You arrive on the first day and feel lost as surrounding employees are busy at work. What is your onboarding process for new employees? How do you make their first day efficient, comfortable and welcoming? Listen to learn just one thing and commit to finetuning your onboarding process AJ Nealey, Nealey Auto Service, Edgewater, MD. Listen to AJ’s previous episodes HERE Sam Craven, The Garagisti, Houston, TX. Listen to Sam’s previous episodes HERE. Edgar Reyes, Service Director, Schertz Auto Service, Schertz, TX. Listen to Edgar’s previous Episodes HERE Key Talking Points You always want to make sure that your customers have a great experience, especially if it’s the first time that customer is in our shop, so why do we not make sure we do the same with our internal customers? Start the onboarding at the last step of the interview Listen for unsaid things- Why are they leaving? What didn’t they like? “Tell me more” and listen Create a meaningful connection “Be interested, not interesting” Trust your existing employees as they collaborate and give feedback on the new employee Try to get them training before they start on day one, so they can be as productive as possible on their first day Set expectations early, hold accountable Multi-step interview process “You want reality to be better than the brochure” Set expectations early, hold accountable Use technology to your advantage- send an offer letter and paperwork ahead of time, email set up, tablet, passwords/logins, accounts google docs, messaging, etc (Gusto) Employees want to know what you do for your team members, culture, “Culture beats strategy.” “Do you have any questions for me?” on a phone interview You are not hiring a robot, you are hiring a person. That person has interests, likes, and dislikes, preferences on things that may not matter to you but matter to them. Do you know what they like to be called? Do you know if they are allergic to something or do not like a certain food? If you are looking for successful onboarding, you have to care about the person before anything else. As always, people come first. 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

We're live at ASTE 2022 with John Firm, and together we have brainstormed 12 “Conference Rules” for when you attend in-person events. Preparation happens before you even step foot into the event and goes on long after it is over. John Firm, Firm Automotive, Fort Worth, TX Key Talking Points Smile/Hugs Bring business cards Networking Introduce yourself, meet every vendor Credit card balance Meet your neighbors Come humble Come prepared, writing materials for notes Meet the trainer Participate in the extra activities Befriend someone Go home. practice, implement, share, and stay connected 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 Harry Whyte, 1st Class Automotive, Raleigh, NC. Join Harry and Carm as we toured his shop and learned the benefits of Shop-Ware while we were in Raleigh, NC for the ASTE Show. Harry Whyte, 1st Class Automotive, Raleigh, NC Key Talking Points Started in 1983 with 3 bays Wash and vacuum every vehicle Utilizing Shop-Ware- cloud-based is the biggest advantage, can run reports and billable hours remotely. Also has a great customer-facing side to look at repair orders, and authorize and pay for it. Benefits for employees- health care, retirement account with contributions, extra PTO for birthday 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

Unless you’ve been living under a rock, the technician shortage is the hottest topic and challenge in our industry. My guest Cecil Bullard from The Insitute has a plan to solve the technician shortage. It involves a $20 increase in your labor rate and how that money gets distributed. Sounds too good to be true? Good! Cecil Bullard, President of the Institute for Automotive Business Excellence. Listen to Cecil’s previous episodes HERE. Key Talking Points From Cecil's White Paper Recent surveys and articles in the industry point to the fact that 73% of shops need to hire one or more employees in the next 12 months and that for 85% of those, it would be a technician As much as 29% of the technicians are over 55 years old, and they are aging out of the industry Only 15% of our industry is under 35 while 29% is over 55 Every Automotive Service and Repair Business in North America will move their labor rate up $20 per hour tomorrow. We use $10 of this to increase the pay of every technician and/or mechanic working in our shops immediately. We make it financially appealing to come into our industry by moving the wages up substantially. If every shop (or 90% of the shops) do this, it would change our industry for the better dramatically. We start new technicians that are learning at $25 to $35 an hour or $50K to $70K per year (a real living wage where they can support themselves and buy tools), and we pay veteran A-technicians $45 to $65 per hour or $90K to $130K. We take $5 of the increase and make sure we have a full benefits package. Medical, vacation, dental, a reasonable amount of sick days, a good retirement plan, all national holidays off with pay, including Thanksgiving, Christmas and New Year’s, as well as anything that other professional jobs offer. We take the other $5 of the increase and join a non-profit organization that will market to the mothers and fathers out there (and potential technicians) and let them know that being a technician in a modern shop is a cool job, is financially viable and every bit as professional as becoming a lawyer, doctor, dentist, programmer or professor. Lastly, every shop owner books an appointment at a college, auto tech school, or high school and ‘volunteers’ their time to talk to the students, teachers, and administrators about our incredible industry. The Institute Summit 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 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

In today’s episode, my panel discusses hitting rock bottom and being able to climb out. How do you financially recover from being in debt? How do you get through divorce when your business is failing? Why aren’t more owners looking at themselves in the mirror and realizing they are the problem and the solution? Keep listening to find out. Kevin Eckler, Foreign Car Specialists, Poughkeepsie, NY. Listen to Kevin’s previous episodes HERE. Jerry Kezhaya, The Auto Shop, Plano, TX. Listen to Jerry previous episodes HERE. Carl Hutchinson, Complete Automotive, Springfield, MO. Listen to Carl’s previous episodes HERE Key Talking Points You must be willing to be uncomfortable with change Never start a second shop without your first running without you Look professional and back it up Recovery- the longer you hang on, the longer it’ll take you to change. It’ll be as quick as you allow it to be when you get out of your own way. Do you know what you want? Why? Who is your support system? Coaches, 20 groups, training classes Your mental state affects your physical state 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

Sometimes the best opportunities happen when you’re not even looking for it. Greg Buckley wasn’t searching for a second location, but a gold mine fell on his lap for the taking. The business he purchased was run as a hobby without any records. Find out how and why Greg took on this second location, 85 miles away from his 1st location. Greg Buckley, owner of Buckley’s Auto Care in Wilmington, and Millsboro DE. Greg’s previous episodes HERE. Key Talking Points The second location has 2000 square foot apartment above the shop- 85 miles from the original location Booming growth in Delaware “It’s not where the puck is, it’s where the puck is going to be” Homework- worked for a week with the owners, asked for P & L sheets, taxes etc 3 part deal- 450K for real estate property, 113K for equipment, 227K for goodwill. Hold mortgage for 7 years. Went to the settlement with 40K No records- customers, parts, work orders are estimates only then disappeared with no final invoice Paying employees- the pressure is on the owner to provide opportunities for them to succeed LSD (lower slower Delaware)- adjusting to the different timelines with parts availability and customers have a slower timeframe to get their vehicles back Challenges- seeing cars with cheap part repairs, introducing DVI’s to customers ARO- close to 1K Run your business as a business, not a hobby 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 Travis Comfort, Rick's Automotive, Springfield, MO. Take a tour of this 28,000-square-foot campus. Travis Comfort, Vice President, Rick's Automotive, Springfield, MO. Key Talking Points 28,000 square feet: 40 employees, 7 service advisors and service director, parts person, 22 technicians, 28 bays. Average 1400 vehicles a month. First building 1988, fleet 2000, quick service 2012 The second generation- Travis has B.A. in business, and married Rick’s youngest daughter. Worked his way up from cleaning the bays to now Vice President. Local technical college- works directly with the automotive department Has a dedicated lube bay- has two techs from high school A building- diagnostics, B building- fleet, C building- quick service Gives the parts suppliers a map of the building “Known to eat off the shop floor” 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

The proverb 'A little knowledge is a dangerous thing' expresses the idea that a small amount of knowledge can mislead people into thinking that they are more expert than they are, which can lead to mistakes being made. When it comes to repairing EV/Hybrids, the era of being a parts changer, I'm told, is nonexistent. We recorded live at Dorman with G Truglia and Pete Meier, 2 out of 4 trainers for a weekend of hands-on training. Listen to their perspectives on EV/Hybrid repair and training and why critical thinking is more important than ever. G Jerry Truglia, ATTS: Automotive Technician Training Services, Technician Service Training. Listen to G Jerry Truglia's other episodes HERE. Pete Meier, Creative Director, Motor Age, and industry trainer. Bikers C.A.R.E Inc. Listen to Pete’s other episodes HERE Key Talking Points Tips and tricks with EV/Hybrids- you must understand electric Using a meter- where to put it, what scale to put it on and what the readings mean You either fix it right, or you fix it wrong- there is no middle ground or a gray area Information is key- batteries, computer systems, motors, etc You have to have logic and critical thinking when working with high voltage Changing a battery isn’t so simple anymore Commitment to training and education- reading publications, attending live hands-on classes Challenges- technicians do not receive support from the shop owner Transferring information from the brain to your hands- no longer a parts changer to fix problems. Comprehensive understanding. How many shops are doing EV/Hybrid the right way? 60 volts can stop your heart and kill you “A little bit of knowledge is a dangerous thing.” 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 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

Honesty is always the best policy, but sometimes is it better to omit certain information to a customer? What if you make a mistake but make it right and eat the cost? Are there situations where you don’t divulge all that information to a customer? Let’s have an open discussion on ethics and your shop’s reputation. Matt Fanslow, lead diagnostician and shop manager, Riverside Automotive, Red Wing, MN. Matt’s previous episodes HERE Matt Fanslow Podcast: Diagnosing the Aftermarket A to Z Al Wright, John's Automotive, Cedar Rapids, IA Key Talking Points There are times when being completely open is endearing, but other times where it simply hurts the shop's reputation, and the client learning about it changes nothing. They aren't paying more for the service, they aren't leaving with an improperly repaired vehicle. The issue/mistake/mishap can be kept in-house and learned from. It's not uncommon for us to "lie" by omission, namely when mistakes are made. We don't call out the specific tech that erred. That is to be frowned upon. Unfortunately, we also seem to lie by omission by not calling out the specific tech when there's a victory or a job well done. Another situation MAY be just thinking out loud, which may not always be a good thing, or misdiagnosing a vehicle. What is the best way to fire a customer without damaging the shop's reputation? In a small community, you have to be careful in your explanation to the customer to prevent the ripple effect. Comebacks - every shop has them, and it's the first interaction when they return that makes all the difference in defusing a bad situation. Let the customers speak first. Reputation isn't just a business transaction, reputation is just as important as community involvement. Shop culture can also affect your reputation. It's your employee for 40 hours of the week; what do they say about you and their peers the 80 hours a week? 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

Do you have a sticky organization? Or is it more like Teflon? Do your employees feel a sense of belonging and ownership? Do they take pride in their work? Dr. Dave Weiman simplifies what it means to have a sticky culture and some warning signs to avoid in your business. Stick around! Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. Listen to David’s previous episodes HERE Key Talking Points What do we mean by "sticky"? A place beyond just where someone works- they feel connected to the place. It would be very difficult for another shop to pull them away. They value the place much more than just the salary. What are some of the elements of a sticky organization? Shared values. Trust. An "ownership" culture where people feel a proprietary interest in the shop. Compelling goals that are achievable but might be a stretch. A sense that "what we have here is special." Team members feel like you listen and respond to them. Selective about who you bring on, and the existing team members know that. Telling stories about prior events or successes that support the can-do culture. Personal connections (the leader takes a personal interest in the team members). A sense of having a future there. The camaraderie that's a mix of professional and personal. A true sense of belonging. (Can include a common "language" or inside jokes/terms that help create a culture. How would you know if your place is not "sticky"? Turnover. People don't go the extra mile. Customers are not treated well as a function of employees not caring much. Conflict and spats over seemingly small things. Lack of accountability. Low energy/enthusiasm. Mistakes- They follow what they've heard other companies do or something they read that involves a significant culture change without considering the thoughts and ideas of their team members first. Making the place about the owner instead of the team. Few avenues for getting ahead/getting promoted. Blame. Not getting involved when there's a problem. No pride in the facility itself (the shop is dirty and disorganized). How to approach creating a sticky culture. Be clear about the definition. Enlist help from the team members. Listen and respond. Take a genuine personal interest in team members. Create a "feedback" culture. Make pathways to higher-level roles very clear. Reward behavior that shows a genuine focus on customers -- can be even small things like a convenience store gift card. Clean and well-organized workplace. Be aware of your competitors and what they do to keep (or lose) employees. 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 Avocado Farm Tour with Rena Rennebohm, Owner of Casa Cielo Farms and CEO of Empowered Advisor. Find out how avocados relate to our industry. Rena Rennebohm, CEO and Creator of Empowered Advisor. Listen to Rena’s previous episodes HERE. Key Talking Points Rena and Nate have 854 avocado trees- analyze soil and leaves every 6 months Nurturing an avocado like you would a customer Streamlining the processes and procedures and making sure everyone has the same process Avocados don't ripen while they are on a tree- once the stem is cut they start ripening. Try to find an avocado with a stem or pit on when choosing at a grocery store. CasaCieloFarms 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

Imagine a group of shop owners that get together to have local training for their area. They aren’t concerned with the competition between each other or the poaching of their technicians. Believe it or not, it is happening in Florida with FASTT (Florida Automotive Service Technician Training). Jason Stretch has a passion for training and created this group for technicians to acquire real-world information that can be applied immediately. Find out how FASTT is elevating our industry’s training and gain insight on how you could apply it to your area. Jason Stretch, Legendary Automotive & Truck Service, Fort Myers, FL, FASTT Jason Labonte, Regional Production Manager, Legendary Automotive & Truck Service John Forro, Electron John Kellyn Karr, Karr Automotive Key Talking Points The Mission of FASTT is to produce automotive repair training courses and information for the automotive aftermarket, providing current and future shop owners and repair technicians with the highest level of technical training available. FASTT's goal for its course participants is to acquire the necessary skill set they seek and to apply those skills in a competent manner due to their training. FASTT produces automotive technician training through instructor-led courses, technical training manuals, and other media, with a commitment to continually update this training to stay in step with ever-changing automotive technology. The vision is these events happening all over the state of Florida and all over the country where shop owners are caring enough to get industry, the most relevant current industry training delivered at their shop to their staff. and at the same time, opening it up to technicians from around the state and the country The technicians get their first experience of in-depth training Why would your technicians leave? If they're getting the training, they're getting taken care of There is training that is from parts vendors, tool, equipment, vendors and etc. There are all these reasons not to train, and it's not just technicians that need training; we've got salespeople that need training. We have shop owners that also need training. You need to train your technicians, especially with the new and high tech equipment 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 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

As one of the top 10 industries in America, we need to advocate consumer choice in a competitive market, and if we don’t do what is pro-consumer and pro-aftermarket, the dealers will get all the business. I’m with Bill Hanvey, CEO of the AutoCare Association, Paul McCarthy, CEO of the Automotive Aftermarket Suppliers Association (AASA), and Ryan and Andrea Goff, shop owners that went to Washington to speak to their representative and to show support for the Right To Repair initiative. Have you signed the petition? Go to RepairAct.com so easy to tell your congressperson you support the Right to Repair. Stay tuned for an important episode that affects ALL OF US. Bill Hanvey, President and CEO of the Auto Care Association. Find Bill’s other episodes HERE. Paul McCarthy, AASA President. Find Paul’s other episodes HERE. Ryan and Andrea Goff, Rogers Tire Pros and Auto Care Key Talking Points Massachusetts helped set the tone two years ago, but it is embroiled in a fight between the OEs and the voters and a judge who has yet to make a ruling. There are recent discussions that 75% to 25% of voters approved overwhelmingly “The right to repair is alluring in its simplicity. In theory, it seems obvious that if you do buy something, you own it, and you should have the freedom to do what you want with it,” said U.S. Rep. Claudia Tenney (R-N.Y.), ranking member of the subcommittee. “The right to repair, if properly designed, can create a world of consumer choice, competitive pricing, and potential cost savings. “However, when this issue is examined in full depth, it becomes substantially less black and white,” she said. “Today, many machines are essentially sophisticated supercomputers… they perform seemingly miraculous feats thanks to delicate and complex electronic components integrated with highly specialized, proprietary software. Even with all the possible tools and resources at one’s disposal, attempting to sell, fix, or modify products with electronic components could lead to disastrous results, such as product failure or, even worse, serious injury to the consumer. In addition, these alterations can put the privacy and security of the user at risk.” To industry: Do not abandon your interest in this initiative. Access to data is critical for the survival of our industry. This is anti-consumer because there isn’t enough bays or technicians in the dealer network to service the repair and maintenance of our car park. It is also pro-consumer as it creates competition. What can we do? Right to repair needs to be on 20 and networking group agendas. We must speak to our legislators If you own a shop, you must make an appointment with your local congressperson's office and see your congressperson in person. Don’t be nervous to share with your customers- we are at the tip of the iceberg By 2020- 4% had advanced connectivity that allowed for remote diagnostics. By 2025 almost every new vehicle will have that advanced connectivity Right to Repair Info Graphic download https://bit.ly/3BOotBI Right to Repair Media Kit for Graphics and postcards. https://bit.ly/3eZOi8Z 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

We are wrapping up our 3 part series with Bob Cooper and the Q&A discussion with a customer panel at the 2022 Elite Invitational. Chris Monroe joins us as we discuss websites, google ads and cause marketing. Don’t forget to download your complimentary Customer Care Guide and an Owners Job Description Guide by going to eliteworldwide.com/ARN or find the link in the show notes. Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Chris Monroe, Monroe Tire & Service, Shelby, NC. Business Development Coach, Elite Worldwide, Elite Top Shop 360. Listen to Chris' other episodes HERE Key Talking Points Watch Full Episode on YouTube HERE Websites - What they look for on websites: years in business, pictures of shop/employees (nonstock photos), connection (dogs, kids etc), phone number and email address, reviews, attraction to family business What didn't they say? Price, list of services Google Ads - Their use of the paid Google ads found at the top of search results- they do not consider them as recommendations. Consumers want to do their own research Cause Marketing - powerful but not a top priority to sway decisions, encourage referrals, and find a cause you believe in to be involved with. Complimentary Elite Customer Care Guide Template HERE. Link to Part 1 Link to Part 2 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 Todd Cole, TC Auto Service, Corpus Christi, TX. Four years ago Todd left his medical sales job and became the new owner of TC Auto Service. Todd Cole, TC Auto Service, Corpus Christi, TX. Key Talking Points Was in medical device sales but looking to make a change. His great grandfather, grandfather, and father were all in the automotive business Was a customer of the business and bought the business from the owner (who was 80 years old) Senior tech has been with the business for over 30 years- loves to teach and help others, maintains quality. He is a mentor for apprentices. ‘Running out of concrete' as they started growing- purchased satellite location 7 lifts total Look at productivity by technician weekly- scoreboard with names listed, fun competition Drive through lanes with vehicles- 3 lanes 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

Did you know that 70% of change initiatives with new programs/systems will fail due to a lack of leadership commitment? I want to focus on mentor/mentee and apprenticeship programs, which are most critical to our industry’s survival. You can lose your way without processes, procedures, and accountability to mold your apprentice into your shop. Too much talk and not enough action is the breakdown. Luckily for you, my guest, Marc Brune, has a program focused on helping businesses develop entry-level technician mentoring programs with the tech shortage in mind. Marc Brune, Business Development Manager, mentormentee.com Key Talking Points 3 key people- manager, mentor, mentee People are looking for a plan and someone to help along the path Preparing for business before entry-level candidate comes on board- do you have the right culture for a positive mentor-mentee atmosphere? Who will be the best person to step in (manager) and mentor (can multitask) Mentor- teaches not only automotive but also speaks the culture of the shop Mentoring vs. teaching- teaching is 1-way street, and mentoring is a 2-way street Assessment- 15 different categories, ranked in order of importance Educate- set expectations for each role Execution- have mentee and plan Plan- having a repeatable plan Online course specific for each role- 3 hours each Facilitating growth- offers ASE task lists used in ASE accredited program Soft skills- customers are a part of your business Setting goals- mentor and mentee can set specific goals with dates and be able to adjust Recruit- “the important things are never urgent, and the urgent things are never important.” Have the recruiting mindset. Execute- daily on the job training plan for mentees and track progress Analyze and reward- get the data flowing on how the mentor/mentee progressing. Build incentives for growth with both mentor/mentee. Don’t let your mentors go red in their pay. mentormentee.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 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

In the world of the customer, do they know what DVI stands for or what an inspection really is? Have you thought about calling it a “Vehicle Health Check?” My panel discusses the importance of transparency with your customer and why you might want to change the term ‘DVI.’ Clint White, Service Advisor Coach & Shop Consultant with CWI. Listen to Clint’s previous episodes HERE Ryan von Steinen, General Manager, JB Import Automotive Repair, St. Petersburg, FL Adam Liu, Essential Auto Care, Middle Village, NY Key Talking Points Inspection vs Vehicle Health Reports. With a digital format available that delivers much more transparency and value, we need an UPGRADED term for our in-depth process that we present to each customer The value in GREAT and Personable Vehicle Health Reports to technicians, advisors, and the facility. In states such as NY, any kind of "inspection" usually resonates with State Inspection. In-depth Vehicle Health & Safety Evaluation IN-DEPTH – An extremely high-value, thorough & extensive process that focuses on knowing actual conditions, measurements & facts. If it can be known it WILL be known; and if it is known then it WILL be shown – C. White VEHICLE HEALTH – Just like the human body, a vehicle can be in a poor state of well-being, leading to unreliability, poor fuel economy, and inconvenient break-downs. SAFETY – Equally as important as Vehicle Health, Vehicle Safety or the lack thereof directly impacts the consumer’s peace-of-mind EVALUATION – A physical assessment (including test drive) of the entire vehicle performed by an expert technician in which the condition of every accessible system in the vehicle is scrutinized, documented, and reported to the customer in an easily understandable format. 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

Another informative episode with NAPA’s VP of Emerging Technology, Susan Starnes. We talk about NAPA’s support for all their customers as they focus on providing tools, parts, and training to meet all the future technology needs so we can seize every opportunity to repair the newest high-tech vehicles. Susan Starnes, Vice President, Emerging Markets of Genuine Parts Company Key Talking Points General discussion about the penetration of EVs, ADAS, connectivity Her team works closely with training NexDrive program- equipt shops to service EV’s and hybrids, started in the Netherlands in 2020. Looking to roll out and test in the US soon. Having products, training and communication and support around the program. 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 Jorge Gilligan, Revolution Motor Works, Finksburg, MD. Jorge discusses his new satellite location, located across the street from the main shop. Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge’s Episodes HERE. Key Talking Points Opened a satellite location 1 year ago, about ¼ mile away- it needed a lot of remodeling (new electrical, paint, cleanup, lighting), but the sweat equity was worth it. More space than 1st location. Hub for bigger work to be done. New technician- starts at 1st location, then will be relocated to satellite 2 advisors take turns shuttling parts Has apprentice in the works from the dealership 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

Participants LeighAnne Best, Mighty Auto Pro, Medina OH – [email protected] Laura Frank, Auto Repair Technology, Brook Park, OH – [email protected] Chris Cozad - Alternative Auto Service, Columbus, OHLori and Sam Concelman, Glenshaw Auto Service, Glenshaw, PA Alan and Helen Yu - GIC Car Clinic, San Jose, CA Dr. Justin Johnson, Cleveland Clinic – "Lead Researcher and Program Manager" Jimmy Lea, KUKUI Key Points: National Automotive Aftermarket Fundraiser for Breast Cancer Vaccine Research www.brakesforbreasts.com $1.4M collected so far Easy to bring on a vendor to help support this program Marketing materials are available on website to help get out the word Phase One clinical trial is ongoing Also working on an ovarian vaccine Every dollar goes to the lab at Cleveland Clinic directly - no overhead costs. NONE. Click to go to the Podcast on Remarkable Results Radio

If only we had a crystal ball to peak at the next 5 years. As a shop owner, you might still be booked out 2-3 weeks, but with gas prices, inflation, the great resignation, interest rates, and new and used car costs, what do you need to pay attention to in the short term to continue to be profitable and relevant? Chris Cotton, AutoFix Auto Shop Coaching, Chris Cotton Weekly Blitz Podcast Hunt Demarest, CPA, Paar Mellis and Associates, Business by the Numbers Podcast Joe Marconi, Executive Council Member, Elite Worldwide. Joe’s Episodes HERE. Michael Smith, Managing Partner, Herzberg Smith and Co, Michael Smith’s previous episodes HERE Jaron Kleber, National Sales Manager, Repair Shop of Tomorrow Key Talking Points Your employees should be your greatest strength. Invest in THEM to secure their future and the future of your business. Connect the dots with their goals and the company’s goals. Don’t ignore the people in your shop. Don’t get complacent. Productivity, efficiency, and effective labor rate are the 3 most important numbers in your business Systems, operations, and procedures. SOPs will set you free! Important to train the whole team on “what right looks like” so that everyone is rowing the boat in the same direction. It’s not about the one, it’s about the all. TEAMWORK makes the dream work. The automobile service industry is undergoing a literal revolution. The boomers are increasingly aging out, the number of independent competitors is shrinking fast, being a future top-shop will require much more business sophistication in the future, and the third-party investor feeding frenzy has begun. Smart owners need a strong business strategy, steeped in their legacy and exit strategy, to lead through these changes rather than just playing catch-up. Baby boomers retiring- 80-85% aren't worth making a private equity investment Shop owners coming from outside the industry- thinking from a business perspective Elevating the industry through training and coaching Profit vs cash- cash brings personal spending habits into play, preserving cash Will it slow down? It matters what you do during the good times that will help you survive the bad times. Don’t let car count carry you. Redefine who you are and honed 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 partners: Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR. Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

No one can do everything, but everyone can do something. Raising the image and perception of our industry starts with getting involved with schools. If you’re involved in your local community college or high school, I would like to put out a challenge that you also visit the elementary and middle schools. The students are buzzing with energy, questions, and already have a leg up on technology. If you’re not involved with any schools, what’s stopping you? You can’t afford to not put your time into students, teachers, and school counselors. The impressions you leave on the youth are critical to creating opportunities for our industry's future. Andy Fiffick, CEO Rad Air, 10-locations, franchise. Listen to Andy’s other episodes HERE Bill Haas, Owner of Haas Performance Consulting, Bill’s previous episodes HERE. Craig Noel, Sun Automotive, Springfield, OR. Listen to Craig’s previous episodes HERE Key Talking Points To connect these newest minds to our trades really does begin at the 5th-grade level AND at the dinner table or other places where the discussion needs to be about the opportunities that the service trades are no longer a plan “B”. The newer generation truly has a “leg up” as they are ready and are very quick and techy, which then really leaves the “on the job” nuts and bolts experience. This is where an Apprenticeship program is a must for the automotive industry and its future. Craig has 5 technicians from the apprentice program Vehicles are more advanced than the Apollo spaceship Make sure your presentation includes many questions. It keeps them engaged, and you will learn from their perspective. Tell stories, lots of stories. Don’t go into statistics. You must get to the teachers and parents Working with your hands and mind is rewarding. Solving tough problems builds character. You can't afford to not put your time into students and the community- the impressions you leave are critical Raise your hand for any volunteering opportunity 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

We are on Part 2 of our 3 Part series about customer perspectives with Bob Cooper. In this episode, Bob asks a panel of consumers at the 2022 Elite Invitational in San Diego about pricing competitiveness and how to recover when something goes wrong with a customer experience. Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Darrin Barney, VP of Operations, Elite Worldwide. President of Barney Brother’s Off-Road and Repair, Grand Junction, CO. Listen to Darrin’s previous episodes HERE Key Talking Points Pricing and Competitiveness: pricing is based on other businesses, economics/market conditions/competitors, sales force determination, and dealership prices. They do not understand where the price comes from. Price comparing: asking why it's a considerable difference, asking to match the price, questioning labor prices, see a breakdown of prices. Be competitive, but you don’t need to match. Charge appropriately for your shop. Recovery- KIA EV battery issues- irritated loaner was a gas vehicle, KIA wrote check to cover gas during time they had car (for few months), “fix the problem so well they cant wiat for it to happen again.” KIA was understanding of their individual customer. Have a plan/procedure in place. Have a ‘discount’ budget to use- empower your people. LISTEN Have the right people in place Complimentary Elite Customer Care Guide Template HERE 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 Bob Noriega, AutoWorks of Tampa, Tampa, FL. Bob Noriega, AutoWorks of Tampa, Tampa, FL. Listen to Bob's previous episodes HERE Key Talking Points “The most important car is the car not at your shop yet” Acquired in 2013, outgrew shop, 35K a month- now over $190-220k per month, maximizing space 220-280 cars per month Growth- 59 parking spaces, 7 bays, 10 employees Management flow- parts person (detailed oriented, assists the service writers, estimates), car transporter (the shop backbone), increase nonverbal communication Success is small changes that are accumulated Any bill over $1,500 requires a deposit due to limited space in the parking lot. 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