carmcapriotto

Have you thought about developing relationships with your customers and how they happen organically, intentionally, or not at all? Are your service advisors making that human connection daily? I’m joined by Kay Miller, author of “Uncopyable Sales Secrets: How to Create an Unfair Advantage and Outsell Your Competition.” Kay simplifies sales to a basic level that anyone can benefit from. In Kay’s early days in sales, she worked for Walker Exhaust and earned the moniker ‘Muffler Mama’. If you’re interested in reading a free chapter of her book, head to the show notes for the link. Or find her book on the books page on remarkableresults.biz Kay Miller, Author of "Uncopyable Sales Secrets", Free Chapter HERE Key Talking Points Take the uncopyable framework and apply it to sales! Young women in the industry- selling through distribution, didn’t have ‘credibility’ and didn't fully understand the product from their perspective. She asked to be taught how to install a muffler. ‘Muffler Mama’ Sales is a people business, no matter what product you're selling Sales, in general, is all about being uncomfortable and talking to strangers If you can make a human connection, that helps you get over the fear because the only way to truly get over being fearful of something is to do it Think of your target market as your moose, and that's who you want spend time building relationships with, attracting them, and pursuing and building a relationship so that you can get ongoing repeat sales and referrals The more you can know your client, the better chance you have of that kind of relationship s When you're talking to a customer, ask the questions that will get them talking. That is one of the biggest ways to build trust Listening and letting silence happen while the customer thinks about this, educating them and then saying, what do you think, or getting them to talk is huge in building trust It’s about studying the person and learning just beyond what they say but looking for actual clues If you're never afraid, that's kind of a bad sign, you're not pushing your limits, so do something that scares you Observe what you see other people doing. You can also just think about something that you can do to be unique The target market is your ideal customer- help them get what they want 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. More Time. More Profit. Transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Are you doing flat rate, salary, or a hybrid model? What are the pros and cons of all three? My panel brings light to this hot topic from different perspectives. The consensus from the group is there is no cookie-cutter model on pay plans you must factor in your culture and your team. Jeff Grassman, Carsmart Auto Service, Sumner, WA Carlo Sabucco, Sil’s Complete Auto Care Centre, Oakville, ON. Carlo’s previous episodes HERE. Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE Key Talking Points Flat rate shouldn’t be used to fix problems A flat rate feels secure when there is a lot of work to be done, and there is tangible potential in front of them that they can get paid for. They fear when they don’t see the car count or have advisors who can’t sell and cater to presenting to “not get a no” from Mr. or Mrs. Jones. The hybrid model: performance-based pay. It has a base to lead those with hourly fear to feel a bit of security and the abundance reward that can be created from getting paid for producing more than 8 hours per day. All pay systems are good systems if the shop wins, the customer wins, and the employee wins. The mindset behind flat rate is “ a worker is worth their wages.” They have the opportunity to create an increase which is about an abundance mindset. This mindset motivates itself. The misconception that hourly is “safer” creates a scarcity or fear-based mindset. It always needs prodding to produce higher results at the level flat-rate can produce. “Shorten the racetrack” by investing in multiple tools Get your techs excited about their efficiencies and quality of life Ask your employees what their ‘love language' is 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

Joining me is the powerhouse team of women behind NAPA AutoCare. Napa has almost 100 years of dependability and remains the brand you can trust. My panel of ladies discusses the future, what makes the NAPA Family so strong, Tesla parts availability, training, and the collective strength of their AutoCare Members. Joelle Pollack, Director of AutoCare Sales and Marketing Lauren Briggs, Sales and Marketing Manager Alberta Santistevan, Program Communications Manager Anna Price, Program Brand Specialist Key Talking Points Over 25 major program changes and over 80 AutoCare Programs that the members could take advantage of. NAPA has over 250 parts to service Tesla Why join NAPA Auto Care? The strength of the brand, you know you can trust Being a woman in the industry- leaning on relationships with others for support Make sure that you're stopping in at the shops on the road and you're visiting, or in your own town What does your shop look like? Is it clean? are things organized, is it a clean environment for a customer's car to be there? 17,000 app Autocare Centers and you could go to all 17,000 and you're going to have a different conversation at every single one, what they want, what they need, what they think they want, what they think they need. NAPA works with vendor partner programs and educates them, but also listens to them so that we can learn because at the end of the day, they're the ones running their businesses and we're not business owners 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 Seth Thorson, Eurotech Auto Service, 4 locations in Minnesota. Find out how Seth purchased, renovated, and opened his newest location in 6 months. Seth Thorson, Eurotech Auto Service and LMV Bavarian . Listen to Seth’s previous episodes HERE. Key Talking Points Closed on building December 31st, 2021, gutted and remodeled, and reopened in June 2022 Renovated office space for corporate office and training room Advice- work on having a relationship with the city planners Facebook Marketplace- during COVID his employees found great deals on their own initiative 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

It seems like the hot topic of late is customer service. Businesses are short-staffed… and everyone is asking for customers to be patient. But what happens when something goes wrong? How does that business handle that situation? How does the customer react? I'm joined by another network show host, Matt Fanslow. We discuss the hypocrisy that exists when a business owner is now the customer. 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 Key Talking Points As a business owner, can you put the shoe on the other foot when you are the customer? The efficiency of motion- moving with purpose Matt's daughter as a waitress- looking at every table as an opportunity to make money on tips Be transparent and observant Coming soon: Godfather Episode! 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. More Time. More Profit. Transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

What’s the first step to hiring Rock Stars? It starts with the ad. A cookie-cutter ad with buzzwords will only get you so far. Instead of writing the ad from your perspective, step into the shoes of the position you are looking to fill … you may have done that job yourself. Did you ever think that you should be writing the ad for the spouse of the job position? It costs thousands of dollars to hire the wrong person. Get ready to get a handful of ideas in this episode, to help in your hiring goals. Maylan Newton, ESI- Educational Seminars Institute, is a business coach, trainer and industry speaker. Previous Episodes HERE Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ. Jimmy’s previous episodes HERE Jason Stretch, Legendary Automotive & Truck Service, Fort Myers, FL. Jason's previous episodes HERE Key Talking Points Write the ad for the spouse, not the technician. The spouse will be your biggest advocate. We have to take the viewpoint of "What's in it for me" rather than "What's expected of me." “Be diligent, not desperate.” “It costs thousands of dollars to hire the wrong person.” Everyone you’re looking for, there are also other people searching for them too “Our industry is the definition of insanity,” running the same ad, treating people the same way. Become a destination employer, not stop on their way to success Setting expectations when hiring- one size doesn’t fit all Learn how to read people and get good at interviewing- it requires practice Get business cards for your team Admiration cuts through antagonism. Top talent in this industry has felt underappreciated for a long time. There can be an antagonism coming from really good people, NOT because they are naturally antagonistic but because we have created an environment where they feel like they have to fight. Taking time to Qualify, are they truly a unicorn? 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 at the NAPA Expo joined by the 2022 Napa Technician of the Year, Meg Lewis. She is the first female winner and is a huge advocate for automotive training and reaching the youth in schools. I’m also joined by Matt Fanslow from the Diagnosing the Aftermarket A to Z Podcast. We discuss goals, passions, work-life balance and advice to women in the industry. Meg Lewis, BJ’s Automotive Diagnostic Center, Belfast, ME, NAPA Auto Care Technician of the Year 2022 Key Talking Points Advocate for automotive training- starting as young as you can with schools, especially nurturing women Motivation- her Dad, Meg was tinkering with cars “Tinkerbell” and she expressed interest and fascination. Natural curiosity. Worked previously in hospitality- learned customer service quickly Goal-oriented person- be a technician and own her own shop as an endgame. The succession plan will be complete in 5 years as owner. What do you love to do in the bays? Gets thrill from fixing something that is broken and helping customers. Tool share program with local BDG group Work-life balance- Meg’s two kids have always been supportive, brings kids to events Advice- surround yourself with people that support you and your passions Attracting new hires- incentive program with basic knowledge in automotive, providing training/tools/toolbox to get them in the door. Growing your own technician. ASE exams- tool for showing areas of improvement Being the ‘winner’ shouldn't matter if you are a man or a woman Advice to women- don’t be discouraged; you will face challenges. It will make you stronger 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 Pat Schnaidt, Performance Tune Auto Repair, Fort Collins, CO. Find out how Pat attracts and retains his employees. He also has an apprentice with no automotive experience but an appetite to learn. Pat Schnaidt, Performance Tune Auto Repair, Fort Collins, CO. Listen to Pat's previous episodes HERE Key Talking Points “This is the best team I’ve ever had.” The original owner opened in 1991, Pat purchased it 7 years ago Jason- recent apprentice from a ranch, been with the shop for over a year. Had an internal in-house apprentice program. Master tech in the shop took him under his wing, bite-sized pieces of structure and training. Jason attends every class he can find. Does video training on evenings and weekends. Registering for ASE certifications. He has a training appetite. The shop has a training area with books, binders and a computer Went from 6 paid holidays to 9, more time for employee's family. Health insurance for the team as well. Attract and retain. 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

Find out how Marc Pons maintains a “Work Happy, Drive Happy” culture inside his 9 shops. Marc is also the president of ASTA in North Carolina, the Automotive Service and Tire Alliance, the folks who bring you ASTE. Marc explains the importance of setting routines to reinforce your values, it only takes 15 minutes at the beginning of each day. Can your shop spare 15 minutes? I think you can. Marc Pons, Chapel Hills Tire, 9 Shops, Chapel Hill, Durham, Raleigh, and Apex, NC Key Talking Points Should you sell tires? Don’t leave money on the table, be the one-stop shop to serve your customers. Tire programs are key for selling tires. Initially didn’t want to be in the family business- didn’t want to be viewed as his father’s son who had things ‘handed’ to him “Work Happy, Drive Happy” culture. Employees will treat customers up to the level they are treated themselves. They need to be rested, cared for, and appreciated. The culture in your business exists even if you don’t do anything to it. Your culture needs to be articulated and written with your team. Then you need to install routines to drive the culture. Let the values guide your decisions. “Value of the Week” huddle at every store every morning to go over the value of the week and how to live it. “Strive for Excellence” tech helping another tech etc. On the website- “Why Work Here,” with pay and compensation plan Workforce development- ASTA has a strong apprenticeship program with hands-on experience. Training- service advisor training, tech training, ASE master techs do lunch and learns for test preps. Working on having a full-time in house trainer. 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. More Time. More Profit. Transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Are you chasing the KPI’s in your business without pausing and diving into what creates those Key Performance Metrics? Are you reviewing repair orders? The amount of data filtered properly from an RO Audit will astound you. Use the data from a Repair Order Audit to refine your business. Jim Fleischman, Automotive Alley, Arcade, NY. Listen to Jim’s previous episodes HERE. Kim Auernheimer, CS Automotive, Brentwood, TN. Listen to Kim’s Episodes HERE. Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Listen to Shawn’s previous episodes HERE Key Talking Points Setting intervals based on customers- set it up from the first visit “We are a maintenance shop, not a repair shop.” Educate customers with guidelines and let them make the decision Be proactive, not reactive How are you coming up with recommended maintenance? What services are you performing the most of? And why? Importance of Regular Car Maintenance, Increased Safety, Keeps Car Performing at its Best, Saves You Money in the Long Run, Lowers The Cost of Fuel, Saves You Time, Increased Vehicle Value Download Jim's Interval Schedule 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 partners: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

We are at the 2022 Napa Expo with reigning two-time world champion Ron Capps, who has just recently started his own Motorsports company. Find out what it’s like being both the driver and team owner. Listen to Ron explain the initial rush when his race car goes from 0-100mph in 7/10 of a second. He says It’s all about his team and the processes and procedures. Established in 2021, Ron Capps Motorsports is a single-car NHRA Funny Car team owned and operated by reigning and two-time world champion Ron Capps. Headquartered in Brownsburg, Ind., the team will make its on-track debut in 2022 and will compete on the 22-race NHRA Camping World Drag Racing Series circuit thanks to the support of NAPA AUTO PARTS. Capps, who serves as both the owner and driver of his namesake operation, is the second-winningest Funny Car pilot in NHRA history, with 67 wins in the category and 68 overall (1 Top Fuel). The 2022 NHRA season marks Capps’ 28th year competing in the sport’s professional ranks. Category: NHRA Funny Car Sponsor/car: NAPA AUTO PARTS Crew chief: Dean ‘Guido’ Antonelli, John Medlen Career best points finish: 1st (2016, 2021) Career event titles: 68 (Funny Car: 67; Top Fuel: 1) Career final rounds: 131 (Funny Car: 129; Top Fuel: 2) Career No. 1 qualifying positions: 29 Career best elapsed time: 3.837 secs, (Reading, 2019) Career best speed: 339.28 mph (Reading, 2019) On the Internet: twitter.com/RonCapps28, facebook.com/RonCappsFC, Instagram.com/RonCapps28, NAPAonline.com, NHRA Key Talking Points What people forget- NAPA isn’t a chain or a franchise; it is owned by people in your neighborhood. His dad was a dealer technician- he was his dad's mechanical assistant Told team owner last September he wasn’t coming back- Announced the launch of his own team, Ron Capps Motorsports, in December 2021. The team, with Capps serving as owner-driver, made its NHRA debut in 2022 2022 marks Capps’ 28th season competing professionally in the NHRA (first event: Phoenix, 1995) One of 17 drivers in NHRA history to have claimed a win in both the Top Fuel and Funny Car categories “I was in my mom’s belly at my first race,” he says, adding his mom, Betty, met his dad, John, at a drag race. “I’ll never forget when I was at the Denver airport going up an escalator, and a woman at least 80 was coming down,” he recalls. “As she came closer, she started singing the ‘NAPA Know How’ song and was shaking her head as we do in the commercials “You can’t win the Kentucky Derby on a mule.” Intrigued by hearing the stories of NAPA Auto Care people and fans while attending events and networking Hired his world championship team to join him- the manager is critical and the trust to let the team members do what they need to do with processes and procedures. There is a team goal to be successful. Advice for son- get a basic business degree Behind the scenes before a race- sponsor event (like indoor go carting, top golf, dinners etc) 8 crew members take apart an engine and put it back together in 33 minutes. 11,000 horsepower 300 mph+ in a quarter mile 0 to 100mph in 7/10 of a second in 60 ft His wife is involved in the business- invoices, insurance, etc “Crash course to be an owner…but you can do it.” 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 Danielle Vila, Red Rock Repair, Las Vegas, NV. How has Danielle's team maintained 30% growth over the last 3 years while being located in an automotive repair complex? Danielle Vila, Red Rock Repair, Las Vegas, NV. Danielle's previous episodes HERE Key Talking Points Located in a complex that was developed 20 years ago- only area that is zoned for automotive repair, sandwiched between other repair shops Occupy 2 spaces- originally designed to be two separate shops. Limited space with parking. Not able to do pick up service/car wash etc. How can you still have a customer experience? Clean, smells clean, waiting area, snacks and coffee (also available to vendors). Only shop in complex that has a break room for employees. New customer orientation- discuss what they can expect Growing every year by 30% the last 3 years Labor rates General $150, Diesel $190, Custom and Classic $200 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 does it take to build and maintain a long-term and successful business partnership? Why do so many fail? I'm with Travis Troy and Josh Mullins from Honest Wrenches, and they are debunking the misconception that partnerships in business don’t work. Spoiler alert, just like a marriage, it takes hard work and clear communication with aligned values. Travis Troy, Josh Mullins, Honest Wrenches, Akeny and Des Moines, IA. Listen to Travis’ other episodes HERE Key Talking Points Thinking of opening a second location? If you're going to do it, just do it; you'll figure it out along the way Biggest learning curve- you’re already spread thin because you’re afraid of letting things go, but you must. Letting go will challenge you and bring you success. Empower your team. Trust the process that is built Working together- 2 way street, stay in your lanes with the flexibility to help each other when needed and asked. Constant ‘check-ins’ and communication together. You have to be aligned together. Know the capabilities and roles of your partner and understand the boundaries without overstepping each other Making mistakes- it happens; move on without making each other feel guilty about the wrong decision. Empower each other to use blameless problem-solving. Travis and Josh are in CEO and COO group along with other networking groups “People buy from people” 10 year age gap- it’s not about the age gap, you can’t compare workloads, you need defined roles. Don’t create animosity and if it starts building you stop and talk it through. Grow with the right people- don't force yourself to grow and risk diminishing the culture. Know your purpose, your wants, and your desires 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. More Time. More Profit. Transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Are you chasing the KPI’s in your business without pausing and diving into what creates those Key Performance Metrics? Are you reviewing repair orders? The amount of data filtered properly from an RO Audit will astound you. Use the data from a Repair Order Audit to refine your business. Watch the Episode on YouTube Matt Wagg, Accelerated Diagnostics and Automotive, Bennington, NE, Matt's previous episodes HERE Pat Schnaidt, Performance Tune Auto Repair, Fort Collins CO Bill Haas, Owner of Haas Performance Consulting, Bill’s previous episodes HERE. Key Talking Points When you perform an audit of your invoices, you realize what created the KPIs we pay so much attention to. Puts another set of eyes on your invoices to read the story. “What happened? What did we provide? Are we doing what we should be doing? Are we saying what should be said? Are we meeting what the customer is looking for?” Ensures your advisors are aligned with your business expectations. Don’t assume things are happening because you talked about it once! While many of us trust "gut feel" - and that is important to have - math always wins. Data-driven decisions provide insight. Can prove or disprove your gut? You have a KPI for parts gross profit. When you audit your invoices, you find the jobs that provide the best parts gross profit. You have a KPI for hours per invoice. The audit identifies the jobs that produce the most hours. Now you understand the work you should be focused on. Coaching opportunities- you can see things at a daily point and address them immediately. Technicians with inspection issues, profitability issues, service advisor, declined job tracking, selling maintenance and prescribing it, getting hours per RO up. Magg Wagg coaches daily with email, calls out the good things as well. Discoveries- process flaws, unsold jobs, how little you make on oil service jobs, what is the average mileage of vehicle, selling maintenance jobs, confidence to bring another service advisor on board, creates relationship builder with customers, track trends. Don’t be afraid of change, have open eyes, take the time to evaluate, and you will see a return on the time and investment. Looking at internal processes- Pat identified warranty jobs weren’t being processed correctly. Tracking internally cost of goods. 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: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

We all know that there's a shortage of workers for mostly all businesses in all industries because of the great resignation. As a shop owner, how are you attracting the best technicians? Are you promoting your culture and the opportunity to work in your business? Wouldn’t it be nice to know what is important to technicians? What are they looking for in a shop, and do you offer it? Jimmy Alauria and Jason Stretch discuss the results of a recent technician survey that might surprise you. And how the value of the survey shapes the ads that attract superstars. Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ. Jimmy's previous episodes HERE Jason Stretch, Legendary Automotive & Truck Service, Fort Myers, FL Key Talking Points Marketing works when you’re communicating and saying the right things to the right people Getting into the technician's head and find out what they're thinking- utilize the tool trucks and trainers 47% of technicians said their number one goal is to: increase their skills or ability. 20% said the reputation of the shop is what motivated the technician to choose the shop, second at 16% said was the environment of the workplace Technicians were feeling that they should make 60, 80, $120,000 a year, that they should have the skill set that goes along with getting paid that money. Technicians want training- earn to learn Over 70%% want live and in-person training Technicians want a team culture that starts during the hiring process How far are you willing to travel? 20-40 miles FASTT- Florida Automotive Service Technician Training Facebook group. Provides support to technicians. Find the Survey- www.winningautoshops.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 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 Jeff and Shari Pheasant, A Master Mechanic, Reno, NV. Find out how a media story on converter theft led to Jeff collaborating with the local sheriff's department. Jeff Pheasant, A Master Mechanic, Reno, NV Shari Pheasant, Horse Power Strategies. Listen to Shari’s previous episodes HERE Key Talking Points NAPA BDG group- Shari is the president Cat Converter Theft- orange stencil with high heat to leave VIN number on has deterred thieves so far. Also has a “Property of U-Haul” stencil. Started with a media story Installing and painting stencil- shops sign on with the sheriff's department program “It’s not about being a competitor, it’s about being an ally in the community.” 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

How secure is your computer and internal network? Could it survive malware or a virus? For most of us, our system just runs and is out of sight, out of mind…until something happens. I’m with Tom Sciortino, a good friend and local shop owner in my hometown, and his business computer got hacked. Tom’s personal accounts were also hacked. He bought a couple of laptops he didn’t know about. Don’t let this happen to you; keep listening to find out how he discovered the hack and the changes he made to protect his network. Tom Sciortino, Total Automotive, Buffalo, NY. Tom's previous episodes HERE Key Talking Points One of his 6 terminals was hacked in the shop. Hacker also had access to his home computer and Amazon account. Police traced recent order for 2 laptops to a home in Rochester, NY, about 80 miles away. Retrieved the laptops but couldn’t prove it was purchased by a hacker, no case can be created. Passwords had to be locked down, and lock computer system with password protection. Google activity is monitored weekly Have a system in place for checks and balances- when Tom first started his business he had an employee skim cash from check deposits and steal 8K in 5 weeks. Advice- have a good relationship with your IT and bankers. Evaluate your credit card chargeback policies and fraud alerts 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. More Time. More Profit. Transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Why is understanding the psychographics of your ideal customer so important to your business? Why it is important to understand who your ideal customer is? My panel discusses the importance of building relationships with customers that see the value in your business. Watch the Episode on YouTube Joe Marconi, Executive Council Member, Elite Worldwide. Auto Shop Owner. Joe’s Episodes HERE. Marty Long, Hills & Dales AutoCare Inc, Canton, OH Bryan Lagas, Principal, Speedsport Tuning, Danbury, CT Key Talking Points Mass merchandising vs. target marketing- why this is important for shop owners Make marketing unique- not your average paper ads Being active in the community in a memorable way. Reinforce your brand. You can’t be everything to everyone FORD- family, occupation, recreations, dreams Building relationships with the customers that see the value in your business Psychographics- what are your customers involved with? Read? Listen to? Values? Lifestyle? What’s in their backseat? Their network is also your target audience Culture- connecting with customers and building relationships. The quality of the interactions Who are the 20% of your active customers? “What’s important to me and the customer?” it’s not always about the money The ease of the transaction- your ideal customer that has been with your shop 20 20 years but isn't the demographic of your ideal customer is still your ideal customer. Don’t box yourself 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: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

Have you ever thought about a few years ago and wished you did something differently? Maybe those few things that seemed impossible to implement weren’t as difficult as you thought. I’m with Randy O’Connor, Executive Director of Modern Tire Dealer Training and Educator Network. Randy gives an insightful analogy to processes and procedures being the lifeblood of your business. They connect everything. Put the work in and reap the rewards. Randy O'Connor, Executive Director, Modern Tire Dealer Training and Educator Network Key Talking Points Mix of business- for every $1 a customer spends on tires, they spend on service and on labor Lessons from COVID- efficiency and productivity. Lack of annual financial planning- make it a behavior through systems, processes and accountability. What are your strengths and weaknesses with your systems? Process and procedures are the blood of the system to the muscles which is your behaviors. The employees that are doing the work, are the ones that need to help designing processes. Where does the money go? What is your net profit percentage? Scoreboards- know and understand the numbers, it has to be within everyone’s control. 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 Dale Warmuth, Leon's Car Care Center, Eureka, CA. Dale emphasizes attention to detail in your shop environment for your customers and employees. His wife even bakes 30 dozen cookies a week for the shop. Dale Warmuth, Leon’s Car Care Center, Eureka, CA. Dale's previous episodes HERE Key Talking Points Detail the process of servicing a customer’s vehicle- cleanliness, maintenance to paint, parking lot and landscaping, customer restrooms, etc 3rd generation succession planning- weekly meetings Maintain the shop, maintain a safe environment Team poster in customers' lobby, Dale’s wife cooks 30 dozen cookies a week for customers and employees 16 bay shop Maintaining openness and taking photos and texting that to customers, reminding customers about the technicalities of their 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: 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

I’m sitting with Craig Van Batenburg, CEO of Automotive Career Development Center [ACDC] and a former repair shop owner, with an update on the pulse of the industry and his business. Is it possible ACDC is the last existing brick and mortar building that operates strictly for training technicians Monday-Friday? Take a seat next to me and tune into our lively discussion about everything Hybrid and EV. Craig Van Batenburg, AMAM, Automotive Career Development Center [ACDC]. Craig's previous episodes HERE Key Talking Points Fixev.com 30 years in the future- 90%t of the cars are battery electric, repair shops are like a car wash, little preventive maintenance, the car-to-tech ratio is 10,000 cars per tech. There will be fewer techs What new? Expanding facility, New ACDC trainer in Sydney, Australia Getting the right people in place Shut down for Covid for 18 months- focused on ESP (Education Support Program) Buying Tesla to learn from- Tesla has allowed the aftermarket to get a scan tool New HEV - EV - FCEV eBook that was 5 years in the making. “Technicians are scientists.” You have to invest in people Traveling 24/7 is never healthy Craig’s “Break Out Box” was just sold to Harley Davidson Research and Design Center in Arizona New committee- working with the state of Virginia to get high school students trained to fix DC charging stations, 38% of chargers don’t work 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. More Time. More Profit. Transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

How often are you checking on the overall health of your business with your team members involved? Are you identifying and working on the strengths, weaknesses, opportunities, and threats, known as SWOT? How do you start a SWOT analysis? What are the benefits? How do you find your blindspots? Does knowing your SWOT give you a competitive advantage? My panel takes a deep dive into the value of SWOT and shares their own experiences. Rob Choisser, Choisser Automotive Services, Davidsonville, MD. Listen to Rob's previous episodes HERE Jim Hayes, General Manager of Pacific Motor Service, CA, Listen to Jim’s previous episodes HERE Bill Nalu, Interstate Auto Care, Madison Heights, MI. Listen to Bill’s previous episodes HERE. Key Talking Points “Who is running this ship?” Is it the customer or is it you? Your answer to this question may just be the most important lesson you’ll ever learn as a shop owner. We are the experts” Customers will be taken care of at a high level Experience- providing the feel of the hospitality industry. “…exceed the expectations of every guest, every time.” –Pebble Beach Mission The consumer is a price checker, the customer understands the value of repair, and clients leave credit cards and keys Never compromise trust and integrity by diverting your processes and procedures Are you mentoring your customers that build trust? Why can doing /not doing these promote loss vs gain? People often avoid the potential of losing more than they pursue the hope of gaining. What are the desired outcomes of owning a vehicle? Sell these – They are PRICELESS. When a customer loses one of their desired outcomes they come to you. Freedom, Efficiency, Excitement, Recognition, Safety, Utility, Exploration 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: More Time. More Profit. Shop-Ware Shop Management getshopware.com Click to go to the Podcast on Remarkable Results Radio

Have you heard about the new ASE L4 ADAS Certification? This test has been in development since January 2020 with the help of industry experts. My guests Matt Shepanek, Matt Haugh, and Keith Perkins say the certification is going to be a major differentiating factor when hiring technicians. We all know the best technicians are the ones constantly learning and training. Stick around for an inside look into the test development and tips on how to pass the test. Matt Shepanek, VP, Credential Testing Programs, National Institute for Automotive Service Excellence (ASE) Matt Haugh, Director, Light Vehicle Test Development, National Institute for Automotive Service Excellence (ASE) Keith Perkins, L1 Automotive Diagnostics and Program, L1 Automotive Training, Listen to Keith’s previous episode HERE Key Talking Points Why do we need a test for ADAS? Test developed over a two year period with industry subject matter experts from OEMs, trucking industry, collision and independent repair shops that diagnose repair and calibrate ADAS systems. Test launched as a double length test so ASE can gather statistics on the questions. Technicians that take the test now will receive a “certificate of completion” and then receive their actual score in the fall once we determine the pass score. The ADAS Specialist Test has been in development since January 2020. The test was launched on May 17th, 2022. The test-launched as a double-length test so that we can gather statistics on the question and determine the passing score for the test. Late May 2022 – Late Summer 2022: L4 tests will have 80 questions and will have a 3-hour time limit. Technicians taking the test during this window will receive a “notice of completion” and their L4 test result in myASE will show "Score Pending." In early fall 2022, they will receive an email informing them that the results have been posted to their myASE account. At that time, score reports can be obtained through their myASE account. Fall 2022 and later: The regular L4 test will have 50 questions and will have a 2-hour time limit. L4 test takers will receive a pass/fail score report at the test center and/or through their myASE account. There is a $34 registration fee plus a $100 Advanced Level test fee. To register for the regular L4 test, technicians must have passed the Automotive series A6: Electrical/Electronic Systems certification test or the Collision series B5: Mechanical & Electrical Components certification test. To become ASE L4 certified, technicians must pass the L4 test and provide evidence of THREE years of relevant, hands-on working experience (or an approved equivalent combination of formal training and hands-on working experience). Technicians can take the L4 test before they have the required experience, but they will not receive a certificate until they have submitted proof of work experience. The L4 test includes an Advanced Driver Assistance Systems Composite Vehicle Reference document. This document will be available as an electronic pop-up document during the test. The Composite Vehicle Reference document features descriptions of systems, components, calibration procedures, and wiring schematics. 50% of the questions will be generic, and 50% of the questions will be based on the Composite Vehicle. The Composite Vehicle Reference document must be used to answer these questions. Prior to taking the test, technicians should take the time to become familiar with the layout, systems, charts, procedures, and schematics in the Composite Vehicle Reference document. A copy of the document can be downloaded from https://ase.com/ase-study-guides. In addition to the Composite Vehicle document, the ASE L4 Study Guide contains test specifications, a task list, sample questions, and additional training resources. Visit https://ase.com/ase-study-guides for more information. Technicians really have to be aware of what's on the car and aware of the different services, and considerations that might be included, touching different systems on a 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 Jim Shukys, JimyZ Automotive, Streetsboro, OH. Jim is managing unprecedented growing pains. He is also training his successor with a 5 and 10 year tentative plan. Jim Shukys, JimyZ Automotive, Streetsboro, OH. Jim's previous episodes HERE Key Talking Points Has been in business 22 years Unprecedented growing pains- need stronger processes to be more efficient with the elevated business. Room for improvement. Training his replacement and setting his business up for succession 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

How do your service advisors close their sales with a customer? Are they pre-scheduling for future maintenance appointments? Brett Beachler’s business has a 40% close rate for pre-scheduled maintenance appointments. He discusses how to make your current customers, your future customers. Grab a pen and paper or head to the show notes on this episode. You don’t want to miss Brett’s closing presentation that can be implemented in your business. Bill Snow, VP Rad Air, and VP of Franchise Development Andy Fiffick, CEO Rad Air, 10-locations, franchise Key Talking Points Get your energy by talking with students about our industry Is an undergrad degree considered worthless in today’s world? How has this paid off? Andres Hobbs is on track to be a master technician before 25 years old. Matt Harbert started as an apprentice program at Bill’s from a school, started as work-study then was hired to join their apprentice program. Corporation knocked on Matt’s door to hire him, and he left and came back 9 months later. He didn't enjoy the culture at the corporate level. Identify the school around you- research the contacts (teachers/principles/school counselor), reach out with what you can offer (perspective in the classroom, mock interviews, host shadow day etc), and reach out to the chambers, consistency is the key “Opportunity is missed by most people because it is dressed in overalls and looks like work” Thomas Edison Invest the time and receive the reward Talk about what you can do to engage with your students, your staff, and your administrators. Be authentic, be genuine, be supportive, be open-minded, and help that young man or woman understand the benefits of being part of our awesome industry 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. More Time. More Profit. Transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio