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Sue Morshing of Elysian Auto Service, Elysian, MN. Sue's Previous Episodes HERE. Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States. Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight. Jennifer Filzen Previous Episodes HERE. Rock Start Marketing Website HERE. Link to the new book on Amazon HERE. Patrick Dolder of PALS Ocala Auto Repair, Ocala, FL. Patrick's Episodes HERE. Carl Hutchinson has been the car industry since 1982, but has worked on vehicles long before that time. He has a passion for engineering, for understanding how vehicles operate, and how to repair a customer’s concern. Earlier in his career, Carl started worked at a GM Dealership, then went to work at independent repair facilities as a technician and eventually became a service advisor. Carl’s experience in the automotive industry led him to his current position as co- owner with Maureen Hutchinson of Complete Automotive in Springfield MO., where he works every day to provide high quality, valuable service to all customers. Carl is an Alumni with Ozarks Technical Community College, Springfield MO Campus. He currently sits on the Automotive Advisory Board with Ozark Technical Community College, member of South East Rotary, and a member of the Springfield Midwest Auto Care Alliance chapter. Carl has his Master ASE Certification, L1 and Service Advisor certification and is an AMI Graduate. After over 32 years in the automotive business, giving back the knowledge and experience to those of the next generation that are coming into the industry is an honor. It’s exciting to see the culture of the industry change to a more positive, cleaner, technical atmosphere, with an emphasis on great customer service. Changing the culture of the industry is exciting to move into the next generation of automotive technicians, service advisors, and owners. Carl's Episodes HERE. Key Talking Points: You should always expect to get from the community what you give to the communityYou reap what you sow Do genuine and small things for your customers You don’t decide to give so you get something backOnce you start giving just to give to your community, you find creative ways to give, and that creates relationships with your community Have you turned to employees to find ways to reach out to your community?Find ways to help someone without putting them in a spotlight Work with your internal customers Help people quietly, without having to make a splash The importance of being involved in community groupsYou find like-minded individuals in other businesses in the community and they tend to frequent each others business It’s all about connections and networking You have to go into it with not expecting something in returnYou gotta get involved in community groups You gotta get involved in local church groups Food banks, playgrounds, serve dinners Use time and talents to give back “I never thought I would be _____________”Get involved and give to the community You will be disappointed if you are expecting something in return It’s actually kinda cool being involved Why didn't I do this sooner? It’s part of branding your businessNetworking and recommendations with like-minded business Create a community page on your website The “How to Do It”Figure out the why. Start with a conversation on “why” you are doing it Figure out the superpowers that each team members have Figure out the attitude that the company wants to represent Ways to accommodate your customers and employees with a community approach:Have a grill at lunchtime Be pet friendly Donut Fridays Give out cookies, brownies, waters Weekly drawing for a bouquet of flowers Final WordsJenniferI just love that we can all share these ideas and that we are providing value to people When you adopt the “The Give To Get Principle” not only will you feel good yourself, but you will also see a difference in your bottom line CarlJoin community groups When you get the call, say “yes” PatrickTake a leap of faith If you keep doing what you’ve always done, you’re not going to be successful Talk to a business you know nothing about Find out who the charities are in your community SueYou have to be passionate about your community Approach people, you want to work with Teddy bear hunt - donations for closed restaurants Resources: A special thanks to Jennifer Filzen, Carl Hutchinson, Patrick Dolder, and Sue Morshing for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Have you walked one of your regional malls lately? I recently spent time at our one big regional 1.6 million sq’ mall. It had been a while since I’d been there and I saw and felt the impact Covid-19 and e-commerce has had on our world. At the minimum, I counted 15 closed stores. I’m not talking about the small boutique storefronts, but some very big name stores shuttered. We’ve heard of the challenges many brick and mortar stores are having and the stores that are closing to ‘restructure’ into a more lean and profitable entity. Here are some thoughts that came to me as I walked through this magnet of commerce and the effect on our industry/economy: Our industry is essential. Amen to that. I’m not sure that sunk in early in 2020 but thank God we could be open. When I saw the shuttered stores I thought of the jobs lost. Those people own vehicles and are your customers. Where did those jobs go? Where any of them our service customers? Absolutely. Did those businesses close because they were an underperforming store? Did their lease come due and the lasting effects of the pandemic were too much to carry? Did they shutter their doors even though they still had a lease and it would cost less to pay the lease than to keep their door open? Has e-commerce taken a huge chunk of business? Are big malls dead? Ever notice that the old-style strip plaza has fewer empty storefronts than big malls? The impact of the pandemic is not over. Job loss is real, think of all the restaurant/bar workers who’ve been out of jobs (tip extra when you start going out again). Figure in the impact e-commerce has had and will have on brick and mortar jobs. Do you wonder where the people who lost a job will find their next? Even as many states start to ease their restrictions and we slowly open up again, it is going to take some time (a long time) to recover the shuttered storefronts and lost jobs. Pay attention and be careful with your business. Constantly review sales, margins, and costs. Review your marketing, strengthen your culture, retain your best people and covet your customer. Go walk the mall, see the impact and strengthen your resolve to protect your business or your job. View the full article

Bryan Kelley, owner of Valley Automotive Electric, Covington, WA, and Chairman of ASA Northwest. Brian's previous episodes HERE. Key Talking Points: Understand what it is you’re looking for and be able to name the behaviors and qualities you are looking for Think of hiring like going on a first date- know what you’re looking for Tailor questions based on what you are specifically looking for in a candidate Bryan would rather work short-handed with good team members than hire the wrong candidate just to fill the spot Ask yourself “Do they fit the culture of the organization?” “Humble, Hungry, Smart” from “The Ideal Team Player” by Patrick Lencioni Smart- people smart Rockstar or superstar?Rockstar- they want to stay in the position they're in Superstar- want to rise to continue to grow in the company If you truly care about people, they tend to care about you in return Look for indicators during the hiring process- ask key questions and dive into answers Bring in other employees to gauge candidate together- each takes notes and compare after Explain the hiring process on a first phone call- phone screen, in-person interview, second interview/working interview, then profile assessment of the candidate. After that take them outside of the business to see how they really are. Reference checks. Post job description/job details with advertisement- should sound personable and engaging “The Culture Code” by Daniel Coyle What Bryan offers in terms of pay is based on what he sees- not set in stone, based on what he expects. Reevaluate after 90 days Thanks to Bryan Kelley for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States. Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight. Jennifer Filzen Previous Episodes HERE. Rock Start Marketing Website HERE. Link to the new book on Amazon HERE. Key Talking Points: “The Giveth to Get Principle: How Relationships & Reciprocity Build Raving Fans. 5th book for Jennifer Filzen. See link to book above. Not only attract ideal customers but surprise and delight them so they are excited to see you and want to tell others about your services Give before you think of receiving Jennifer’s passion- she loves making the world a better place by spreading joy, bringing people together, and share ideas, teaching about marketing Helping one person sends a ripple effect that comes back as a wave of abundance Discovering your three most important principles in your life your ‘why’, your superpower, your attitude Finding your superpower- realize you have one, you ARE a big deal Rockstar MarketingFocuses on what makes you unique, who is your target demographic, what is your “why” and what are the cities you want to serve Focus on your strengths, delegate your weaknesses Flexing your confidence muscle Speaker at Vision 2021: Video marketing. What to say, how to edit etc. Loving your customer- verb, the action of caring Resources: Thanks to Jennifer Filzen for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/YZgOVNPp3yM Keith Knowlton. Keith and Linda started LK's Auto in 1994, Keith has been in the automotive business since 1979 working as a gas station attendant. Keith has been an ASE master technician for 25 years, AAM degree, and completed many Service Advisor courses being able to run 5 technicians with over 100k in sales each month. Keith wants to have complete customer satisfaction while expanding sales. Keith’s previous episodes are HERE. Andy Arndt has now has three shop buildings rather than two. He owns the original two and also rents a building across the street. Andy has one son in the business, Corey, who acts as general manager. . Andy’s previous episodes are HERE. Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training. More about Brian Gillis… 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores Hired and Trained over 2000 staff members Budgeting and Profits Brian’s Specialty Smooth as silk with customers Brian’s previous episodes are HERE. Key Talking Points: The panel played a game on how much each of them would spend on certain items:Gym Membership Dress Shoes or Boots Birthday Gift for a Good Friend Surround Sound System Laptop Computer Family Pet Necktie Bottle of Wine It’s not a matter of how much disposable income someone has… so we can’t look at a customer and just start making decisions on pricing Technician recommendation vs Invoice… ask the advisor why didn’t you recommend the repairsDon’t think for the customer Don’t be a bleeding heart for customers Having sympathy for older customers... can cost you Have empathy, but don’t give away the shops moneyDon’t think “wow, this is gonna cost a lot of money” Push that thought to the side If not, you will be limiting your potential “Wisdom Credits” for seniors, emotional attachmentIs there sentimental value to the car Be tough on coupons Guidance for the boomer generationHave senior or military discounts pre-established in your books Have discounts across the board so you’re prepared for it $$ Don’t put money ahead of safetyPeople play the poverty story all the time Don’t compromise the safety of a vehicle over money If they are truly down on their luck financially, you can... Prioritize the repairs in an effort to help the customer The power of understanding the profit and lossKnowing what the parts costs Having an understanding of the overhead costs Teach your service advisors these costs The goals for average work order can result in a loss of salesDon’t just hit the goal, work beyond that Don’t get complacent in the afternoon if you’ve had a good morning Final WordsBrianRun out there and run this game AndyThe help from Brian with my advisors is amazing KeithIt’s always about training, about getting better Always identify the next training needs Too many times we think about our own money tolerance instead of the customer needs We think what others believe is a lot of money We have different lines in the sand, you’ll limit yourself to and your potential Don’t make the customer decision for them Resources: A special thanks to Keith Knowlton, Andy Arndt, and Brian Gillis for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE. Dynamic Automotive is an MSO (Multi Shop Operation). They have stores in Frederick, Libertytown, Urbana and New Market. Webiste: https://dynamicautomotive.net/ Key Talking Points: Two locations shut down at two different times November 2020- few cases with employees, health department quarantined everyone Loss of $100,000 during shut down 18-20 employees out of 40 total have tested positive in 6 month period- only 3 spouses have caught it Adapted with phone service from home- Jose used app on cell phone to continue to service customers and shuttle vehicles to other locations or reschedule for the future (air traffic controller) Tell customers the truth- the team is sick and you are doing everything you can. Received gratitude and understanding from customers Need to take care of the customer, each other and the business Paid all employees when shut down- had savings. Keeps cash flow of 6+ months for ‘in case of emergency.’ If you keep 8 months it can be used for opportunities (equipment or another business) Preparation is the key to survival- the business had already been preparing for possible shut down due to Covid Other locations showed ownership and caring nature for the affected employees and business owners Communication is always most important during everyday occurrences, crisis and personal life Everyone is dealing with the pandemic in one form or another Freedom is on four wheels during the pandemic People are traveling via their vehicles more than ever Vehicle maintenance is an investment now, not a luxury Annual Christmas party (pre Covid)- over 150 peopleInvite your family and who you are closest with- Dwayne wants to meet them and get to know them Way to get team members and their family completely on board Resources: Thanks to Dwayne Myers for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Feet ache? Can’t see well? Back hurt? Does your knee hurt? You may need a specialist in each of these areas. Is your business aching, hurting? (in the sense that it is struggling with sales and profits) There are specialists in the automotive service aftermarket that can fix a struggling business. They are called coaches or consultants. I get requests to recommend a coach to listeners. I do not. I’m very neutral in the industry. I need to be so we can get the views from all segments and people in the industry. I’ve always wanted to do an episode that included a shop owner looking to hire a business coach and record that discussion. That episode was released last Friday and is very worthy of your listen, most importantly if you don’t have a coach, or even if you do. It was all on the up and up; Rick Williams picked three coaches he wanted to have on with him. I had no say in who Rick wished to speak to. But I do have a voice now. This is an important episode to spend some time with. Here is the link. Too many shop owners say they cannot afford to hire a coach. Tell that to the coach, let him or her show you how their fees are affordable and how much more you can make as you both work to fix the business and even yourself. One of our most challenging years is almost over, and 2021 is here in a short few weeks. Accept that you need to learn about the things you don’t know that will put you on a path to unrivaled success. Use the over 800 episodes to help you get in touch with the stories that have helped so many. Find your pain point here. The essential voices of the aftermarket reside here: https://remarkbleresults.biz/episodes View the full article

Colleen Yarger came from the hotel industry 10 years ago and now owns her own shop today. Colleen’s career has been a whirlwind! She always had a passion for helping others and to become a true customer advocate in whatever job she had. She truly enjoyed being a service manager and thought what better way to continue her path than to become a shop owner. Colleen enjoys taking time for the little things and traveling, a true old soul stuck in a millennial body. She spends most of her free time with family and loves to garden. Colleen’s episodes HERE. Key Talking Points: Owner of Mark’s Independent Service Owner as of January 4th, 2021. Purchased form Mark Goldsmith Buys the shop before owning her own home Came from the hotel industry (working front desk at 19 years old)- met Maylan Newton (hosted service writers school at the hotel). After sending him her resume and interview with Ryan Tunison and accepted the job without knowing what it was going to entail The first day of the job was to sell work orders- didn’t have any knowledge about cars but had a customer service experience Spent time learning about cars and taking classes on the weekends Moved back home and with the help of her business coach, had an interview with Mark- hired on a trial basis and hired after 3 days Worked for Mark for 3 years and then bought the business at 29 years old Constantly working with technicians on processes and procedures for business - written in tablet form Has 4 bays, 1 technician, and 1 apprentice technician- interviewing to gain another technician and apprentice technician Female service advisor- warming and inviting to customers when they first walk-in Values the importance of belonging to associations- networking with other people and gaining insight on their input Succession planDo I really want to do this? Where am I at in my career? Where do I want to go from here? Worked with Bob Ward on the succession plan Nerves took over her first day as owner- working on building self-confidence, often overthinks and second-guesses herself Owners often don’t know when they want to retire- if becoming a business owner is your goal communicate that with the owner Resources: Thanks to Colleen Yarger for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/CY5NhAqzOx0 Greg Skolnik is the owner of Motor Works, Inc. in Rockville, MD. He is certified as a Master Automobile Technician and holds the prestigious L-1 advanced engine performance and emission analysis certification. Greg also received his (AMAM) degree from the Automotive Management Institute. Greg has a four day work week and has been doing pre-scheduling for years. He is also a part-time coach for Elite World Wide. Listen to Greg's previous episodes HERE. Bill Thompson is the President of IMR Inc. Founded in 1975, IMR conducts syndicated and proprietary market research studies that focus on the automotive industry including the automotive aftermarket, heavy-duty, and fleet segments. Since Bill joined IMR in 2003, the company has expanded its research portfolio and service offerings to provide a wide range of strategic and tactical solutions that provide insight into your most pressing questions. With a focus on industry trends, consumer and repair shop purchasing behavior, channel trends, and many other important metrics, IMR’s research provides insight into your market that can bring you closer to your customers, distribution channels, and market opportunities. Listen to Bill’s previous episodes HERE. Craig Noel, Owner of 4 location Sun Automotive Springfield, OR. Craig graduated from Lane Community College in 1987 with a Bachelor of Science in Automotive Repair and quickly went to work. He worked for Ford as a Senior Master Technician and then working my way up through the ranks as Team Lead, Service Advisor, Assistant Service Manager. He has also built ground up Street Rods/Show Cars for over 30 years as a hobby. He was “headhunted” by the original owner of Sun Automotive in 2011 and became GM at that time. As of January 1st 2017, he is the proud owner of Sun Automotive. Craig was also on the Academy discussion on 250K Maintenance Program. Key Talking Points IMR Charts How worried are you about being exposed to Covid-19 by taking your car to a repair shop? If a vehicle in your household needed repair today would you research reviews for vehicle repair shops? If a vehicle in your household needed repair today would you choose a repair shop that offers a ‘Touchless’ customer experience? If a vehicle in your household needed repair today would you take advantage of a financing option for a major repair? If a vehicle in your household needed repair today would you accept an appointment in the future for your vehicle’s next scheduled maintenance? Schedule in advance like you do the dentistPencil them in on a certain date Follow up a week or two prior to confirm Sell it as ‘you want to make sure the right technician is here to accommodate the repairs or maintenance needed for this appointment’ Get the customers conditioned to this process What if the customer says noWhy be penny wise pound foolish with your car Explain to them why it’s important Extend the life of the car/investment Scheduling ahead is a piece of mind for the customer How do we go about doing this?What are the processes in place here? Create a ‘canned jobs’ services sheets Create a series of processes by your front office We are in the relationship business At the beginning, you might get some pushback, but eventually, your customers will ask you about scheduling the next appointment Offer a credit for pre-scheduling appointments Phone rings and service advisor needs to spend 10 minutes booking an appointment vs the pre-scheduling appointmentsProactive internal and external communication Imagine the freed-up time you get with clients Move from a reactive shop to an action focus Move the process forward Offer a limited loaner car and you want them to be able to get one Final ThoughtsBill ThompsonOut of 26K households questioned, 59.7% of them say that they would accept an appointment in the future Craig NoelFocus on the relational part of what our responsibilities to help the customer are all about It’s all about being proactive Greg SkolnikThe end result of this is, we will have trained our clients that we have our stuff together vs the guy down the street Resources: A special thanks to Bill Thompson, Craig Noel, and Greg Skolnik for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Chris Cotton has been in the customer service industry for over 40 years and has been in the auto repair industry for over 25 years. He is a former shop owner that has dedicated his life to helping YOU to get your business where you want it to be and helping you FOCUS on the things that matter to you. Find Chris’ previous episodes HERE. Key Talking Points: Cannot fall under the assumption that once you buy a business it will start generating cash flow return- most of the time you need cash flow to put into the business Additional expensesMarketing expense 3-5% - Facebook Ads, website, ad words campaigns, direct mail Need more than a website (need to have SEO content and ranking): need people to be able to find you. Potential customers will Google search for repair shops. POS system, software upgrades, systems/processes Payroll, accounting, business coach Evaluate the business- budget, budgets, sales level, profit Equipment maintenance- age of equipment, upgrades, inspections on lifts, set aside money for what will wear out and need to be replaced Seek help from other shop owners/business coaches Make your business work for you, don’t let you work for the business Succession planningEasier when it’s done in house Transition to go from one of the coworkers to now the boss HR- Always changing and evolving, refer to handbooks, job descriptions, training, and state requirements when it comes to firing an employee Resources: Thanks to Chris Cotton for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer. Visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

I want you to invest in this episode, beginning to end. It is one of the most important topics we can discuss today. You’ve heard me say that apprenticing will be an essential strategy to fill the technician ranks. We need to collectively engage a reliable apprentice program at every professional shop in North America. This is an episode where there is a lot of ‘HOW TO’ discussed. With me is Mike Davidson, shop owner and creator of an apprentice program that has been put through all the rogers. Mike is president of Industry Essentials. Also speaking is. Pete McNeil and Jake Sorenson from McNeil's in Sandy, Utah who created their own apprentice program and it was picked up by NAPA nationally. This episode will help you get started. There is a lot in here to understand and learn. Yes, we need to do this, but there is no super easy button that makes it happen. I challenge you to commit to an apprentice program and engage a willing ‘student’ who wants to become a journeyman technician. The show notes page contains a link to the PowerPoint slides and links to important sites to help you start. You can find our guest’s other episodes and the key talking points for this episode at https://remarkableresults.biz/e605/ https://player.captivate.fm/episode/6447a547-aef0-4977-aa31-3d68f1d042ff

Of late there has been a lot of dialogue around my circles about being paid for the value you give and bring to your customer. I recently saw a survey of shops whose sales averaged $750,000 yet their net operating profit was only 2%. That is only a $15,000 average net operating income before tax. This troubling stat begs the question: How do you continue to invest in the business and even provide a living wage for you and your team at that level of profit? If you consider the investment you have and the hours you put in, even after your salary, all your hard work brought you a very small return on your investment. For some owners, they are happy with that because they want and have a job or even a hobby. Others are learning that a very small profit will not sustain the business and realizing that they must earn a higher net profit if they want to survive. Profit is one of the reasons you are in business. It is the return on your investment; and yes, net profit makes your business more valuable to a potential buyer. A business coach recently mentioned that most shop owners do not realize that their business is the conduit to providing a living wage for you and your team; needless to mention a college education for your family and a nest egg for retirement. That sometimes is a deep realization that motivates owners to change and realize they need help running their business. There is nothing wrong with asking for help. Humility is a great trait to have. Sometimes do not like to admit, that we do not have all the answers. Therefore, help from wise coaches and colleagues can be the difference in abundant success. I would say that 98.9% of shop owners that I asked about raising their labor rate told me that they were the one who was most affected by the change. Most customers did not notice and did not even care. But raising your rate $10.00 may not be the correct move, why not $20.00? All too often you are so worried about the labor rate of the shop down the road or the dealer up the street. That is the wrong way to look at your rate. It is your value proposition to your customer that matters. Your investments in training, tools, equipment, subscriptions, facility, and marketing, benefits help establish your rate. Of course, you do need to consider your market/s income demographic. Okay, you decide to take a very serious look at your labor rate. There are many scientific ways to figure out your new labor rate. One of them is not what the guy down the street is charging or what the OE dealers get. You have got to consider all your labor costs and review your shop’s KPIs. Find someone in your network to help you ‘yellow pad’ the numbers, there are many that will help. I can even find someone who can help you, just send me an email. ([email protected]) Ask yourself if your new rate will provide a great value to your customer, even if you are the highest in your market? If your answer is yes, then it is easy to do. In podcast sessions, we have discussed having multiple labor rates. We know that testing/diagnostic jobs in many cases do not come with a part sale. Typically, parts and labor make up 55/45 percent of every invoice. As a shop owner, you know that profits are made on parts and on labor. When parts sales are not a significant part of a diagnostic procedure, you are missing out on the parts profit unless you have a different and higher testing/diagnostic labor rate. Recently, a shop owner posted a special (higher) labor rate on vehicles that are 25 years and older. He is in the Southwest where cars last a long time. As he came to find out, through the school of hard knocks, he was losing money on these vehicles because of the time they were spending on the repair. I can only believe that in the North where salt is used on the roads the factor jumps even higher. He did not lose one customer. Fear seems to be the biggest reason that many shop owners do not adjust their labor rates. You will convince yourself that you will lose business. I am not saying that it may happen, but most of the shop owners that did raise their rate wonder why it took so long to do so. You know what it costs you to do business. You are bombarded every day with price increases from services you use to run your business. There are also new marketing tools you would like to implement. There are raises and benefits to provide your people. All of that takes money. How will you ever start on the road to extreme profits unless you take a serious look at your labor rate? Your peers have covered this topic in a great way on the aftermarket’s premier podcast. These long-form audio forums make you the fly on the wall in every conversation and give you a ringside seat in the great networking world of podcasting. I am attaching a URL that will search the site for all podcasts where we cover labor rates. Pick out a few and listen, then take the steps to a financially healthier company and you. http://bit.ly/2K9RCg2 Carm Capriotto Aftermarket Influencer And Host Of Remarkable Results Radio, Aftermarket Weekly and the Town Hall Academy Podcasts, Where the Business of the Aftermarket is Spoken. www.remarkableresults.biz View the full article

Brian Sump is the AAPEX 2020 Shop Owner of the Year. He owns Avalon Motor Sports and Urbana Auto Care, Denver Colorado Area Norm Schultz is the AAPEX 2020 Technician of the Year. He is an ASE Master Certified and he is from Interstate Auto Care, Madison Heights, MI owned by Bill Nalu. Jason Sexton is the AAPEX 2020 Service Advisor of the Year. He is from Dynamic Automotive, Frederick, MD which is owned by Dwyane Myers, Jose Bueso and Lee Forman Brian Sump is not your typical shop owner. A former professional athlete, Sump had never turned a wrench in a shop before starting Denver-based Avalon Motorsports in 2007. But in the years since, he has used his business acumen and detailed, process-based management philosophy to grow the German-specialty shop into what a number of industry consultants consider to be an industry leader. Brian now has four locations. Listen to Brian’s previous episodes HERE Norm Schultz. With no formal trade school training, Norm has worked 50 to 60 hrs per week throughout his 20 career. Getting a minimum of 40 hours of training. Making steps to a proper diagnosis. Because Norm is a ASE master technician in an auto/light truck and heavy duty truck, his workload can vary greatly day to day. His tools of the trade are everything from IATN and Identifix, to a network of seasoned technicians that he networks with regularly. Additionally, Norm has full discretion to source new diagnostic equipment/tools, and sign himself up for online and offline training for himself and his crew. Listen to Norm’s episodes HERE Jason Sexton has excellent sales skills. He has no problem getting the sale. He loves to learn. To keep him engaged, shop needed to send him to some form of major training a year. He is a sponge for knowledge. He has been to Vision, AAPEX, Automechanika,, Elite Worldwide 6 month Master training class, Jason Servito sales class and more. Listen to Jason’s episodes HERE Key Talking Points: Company valuesYou’re either demonstrating values or you are not Can be easily forgotten if not at forefront of business- needs to be talked about during hiring process, employee reviews, training and day to day work environment Instead of owner solely deciding on values, let team do it together 3 categories- aspirational (striving towards those everyday) minimum (minimum values you must possess) core/cornerstone (unwavering value) Being a team player- celebrate the small wins and support each other during the difficult times Learn how to communicate with each other and guide each other- read body language Toxicity in the work environment can be a detrimental decline in business- what is causing the toxicity within that employee and how can it get turned around Finding a “home” and reinventing yourself Discover Norm Shults “2.0” Norm drives 86 miles one way to work. Sacrifices will be made to find the right work environment Share the ‘secret sauce’ to success instead of protecting it Always be of the mindset that you are training your replacement Create leaders in your businessSecond in command 3 types of people in business- sponges (new people soaking up information and culture, hyengas (gossip, unpleasant) camels (one hump- loyal and make right choices, two hump- ideal employee, servant leader) Always be recruiting There’s always tomorrowYou will get through it- no matter how difficult a situation may be New customers tomorrow and the support of employees around you Resources: Thanks to Brian Sump, Norm Schultz, and Jason Sexton for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/rNGo5vos97o Michael Gallini is a dad of 5. 3 girls and 2 boys. I came into the automotive industry in late 2001 by accident LOL. Worked for BMW for 7 years where I became a master technician, I left BMW in 2008 and went to Porsche where I got my Porsche certification. I left Porsche to give the independent world a shot. For as long as I can remember I've dreamed of being a business owner, fast forward to 2015 my dream came true. I went into ownership only from what I had seen and heard, little did I know there was that much more that I didn't know, hired a business coach in august of 2019. Listen to Michael’s previous episodes HERE. AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career. He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then. Listen to AJ’s previous episodes HERE. Chris Cotton utilizes the Profit First method of cash management. He is trained and certified by the Profit First Professionals organization to guide business owners and entrepreneurs in maximizing their profits. AutoFix is the first and currently the ONLY auto repair shop specific coaching company, nationwide, that has achieved certification in Profit First. Chris Cotton has been in the customer service industry for over 40 years and has been in the auto repair industry for over 25 years. He is a former shop owner that has dedicated his life to helping YOU to get your business where you want it to be and helping you FOCUS on the things that matter to you. Find Chris’ other episodes HERE. Key Talking Points 20 Group Network Strong Get Stronger If you had been listening to your 20 Group coaches all along, did you come out of the pandemic a little bit better than not? Navy Seal Credo “You don’t rise to the level of your expectation, you fall to the level of your training”...apply that to your business Be friends with your competitionStick together Have a cup of coffee with the owner of the shop down the street “Traction”Developing the culture for your business Hire the correct people If the captains calm, the crew is calm Michael’s storyBeliever in being transparent I became stagnant Lead me to a few different groups Sales improved within the first year Not to let the word “No” come out of your mouth Yes, Yes, Yes and see where it goes You let a coach tell you how to run your business?Group process is absolutely instrumental Feed of each other Coaches share with you what works to run your business Change is hard for a lot of people Slow Day Action PlanKeep your guys busy Idle time is a morale killer Make a list for slow days Profit First (book)Implement the concepts in the book Need to have a rainy day fund Can’t afford to not hire a business coach Cash flow is the oxygen to your business 3 legged stoolMarketing and Sales Production in your shop HR and Finance What’s the problem with implementation?There’s not one thing you can’t implement Say yes to everything and implement everything Websites are like tattoos, you can spend $20 and have one, or you can spend $2,000 and get a really killer one Not everyone was made to be a business owner Thinking you are the only one struggling is a mistake Final WordsAJ NealeyThe success stories exist The one-man band shop owners think they are in a bubble and don’t know the way out Auto shops are recession-proof and pandemic proof You are the average of the top 5 people you hang out with Making changes for the pandemic helps ease the customer MichaelIt’s not why you’re different, it’s how you’re different Changing with the market and the economy ChrisI challenge you to listen to back episodes All kinds of new people getting into the industry because it has proven to be recession-proof and pandemic proof Read Books http://remarkableresults.biz/books Resources: A special thanks to Michael Gallini, AJ Nealey, and Chris Cotton for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Pete McNeil is a second-generation family-owned business that started out as a Volkswagen specialist. They quickly recognized their potential for all makes and models and expanded their service offerings. During this time, they joined the NAPA AutoCare program, expanded their footprint in the Salt Lake valley and became a pillar in the automotive repair industry. In 2018 alone, McNeil’s expanded their Sandy location to 16 bays to help accommodate their growing business, training center and partnership with local schools for the continued growth of their apprenticeship program. During this time McNeil’s also took advantage of the Interior ProImage program and remodeled their entire showroom! This included new counters for their 4 Service Advisors, new epoxy flooring, signage, and upgraded comfortable furniture and fixtures! This is truly a place where their customers can relax while having their vehicle repaired. In addition, Pete opened a 2nd location in Riverton, Utah in May of 2019. Pete is very involved in the community both locally and abroad He is active in the local Church Youth Conference, Angel Hands, which assists people with disabilities. Very active in youth soccer with contributions and cars washed to raise money for Sparta-United. He has donated time and resources to “Sandy Pride” which helps residents clean up and beautify the city. Look for Pete’s other episode HERE. Jake Sorensen is the 2019 NAPA ASE Technician of the Year and 2019 Ratchet + Wrench All Star technician of the year. He is an ASE Master technician with L1,2 and 3 advanced level certifications. He is the shop manager and diagnostic technician at McNeil’s Auto Care in Sandy, UT where he helped develop an apprenticeship program that is registered with the U.S. Department of Labor. This program has graduated several high performing automotive technicians and was used by NAPA Auto Care as a template for their automotive apprenticeship program. Jake also developed the curriculum for an automotive course that he teaches at an adult education high school. Look for Jake’s other episode HERE. Mike Davidson is from Parkway Automotive in Little Rock, Arkansas, been in the industry for more than 30 years and a business owner for over 18. Mike is an AMI graduate, an ASE Master Technician, he belongs and contributes to Elite Worldwide and was recognized as the Arkansas NAPA/ASE tech of the year seven years in a row. He’s been doing radio and TV over the last fifteen years talking ‘service’ in Little Rock. Mike helped start the Little Rock chapter of ASA and is currently an officer. Look for Mike’s other episode HERE. Key Talking Points: Fact of life: You will either sell your shop or close your shopAn apprentice plan with a culture of learning will help you when selling your shop because you have a culture of learning An apprentice program adds value to your shop especially a Department of Labor approved plan There is no easy button to put a strong apprentice program into playYou must invest time, energy, and money End result is well worth it The Pandemic has brought changes to education and lab work Having your own apprentice program puts the lab right inside your shop Apprenticeships will seed your bench as the need for quality technician arises because the recruitment and competition for technicians rises Mike Davidson created an apprentice program 10 years ago and created a company to support it. His program of DOL approved. Pete McNeil and Jake Sorenson created their own apprentice program and it was picked up by NAPA nationally. Motivating the new generation of technicians through an apprentice program should include incentives along the way. Rewards for the learning and the time invested. The rewards are great when you pour your heart into growing talent Mike, Pete, and Jake have learned a lot 75% of auto repair happens at the independents The need for technicians has never been greater There have been many shops that closed including dealers. The number of bays has reduced yet there is a large demand for technicians Shops are becoming ruthless at finding techs which is the reason to grow your own with an apprentice program There is a cost to do an apprentice program Stat: One technician should be able to produce about $30,000 per month out of a bay Mike goes through the math and how you can get your suppliers involved in your apprentice program Autocare:: 81 Million auto’s on the road 16 years and older (2021) and this number continues to grow A technical college with four semesters equals 281 eight hour days. ASE requires 508 eight hour days on the job for a single certification can he issuesWith an apprentice program at the end of two years, you’ll have your time and your ASE certifications When sitting down with an apprentice and/or their family, you have to show a road map and viability for a job and certifications, a clear path The apprentice18 years of age High school or GED Have a valid driver's license Must submit to illegal use of drug test under the DOL program Complete an application Agree to follow guidelines They must fit your culture Look for the right skill sets and you will teach them attitude and fitting into your culture Competency levels can bring different stages of compensation Picking the right mentor is very criticalIt may not be the longest-tenured technician Provides ‘giving back’ and a sense of belonging Someone willing to change a life At least 5 years experience in the field At your shop for at least a year Good communication skills They must care about other people They will teach how you want cars repaired and how to diagnose Look at the pay program together and the ROI You can build a smart program with an open mind and communication The mentor should not feel like they are taking a step backward The average time it takes to replace an employee is 42 days. It is costly An apprentice program will create a culture of learningThe other staff members will elevate themselves There are technical schools and many know about them, HOWEVER, not many know that there are apprentice programs.We must aggressively promote and create apprentice programs. A great place to find apprentices is the home school industry.The parents would know if their student is mechanical. Connect with them on Facebook There is a cost and Mike has complete spreadsheets to show you how to justify the program. You keep a spreadsheet on cost per hour to apply to your state for grants.Every state has a different amount of money available. You must have a cost per hour to show them Grants are reimbursement. They pay you behind not upfront This is why the mentor cost per hour is critical All grant programs will ask for cost per hour which is why you need a spreadsheet to produce the number Share the cost of the mentor and apprentice with them to let them see your investment and your recovery. Insutryessentials.netThe website has resources for mentors and apprentices. Agreements Cost per hour spreadsheets You can run ads for apprentices Source: nextdoor.com Home school community There are people who want to get involved in our industry Respect the wage and hour laws of your state Link to Powerpoint used in this presentation: HERE Link to Mike Davidson's Industry Essentials. Info on apprentice program: HERE Email Mike Davidson HERE Resources: Thanks to Mike Davidson, Pete McNeil, and Jake Sorenson for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Link to other apprentice podcasts: RR 335 Build Your Own Apprentice Program – Dwayne Myers RR 482 IGONC Apprentice Program. Three Students Speak. FTR 064 – Mike Davidson. Find Your Apprentices RR 383 – AAPEXedu 2018 – Road to Great Technicians – Roundtable THA 087 – Automotive Career’s Start in High School and in the Home FTR 007 – Matt Fanslow – Integrate the Malleable Young Apprentice Into Your Shop RR 353 – Kyle Holt – S/P2 – Helping Entry Level Technicians Enter and Stay in the Industry Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Women In Auto Care 2020 Award Honors Auto Care Woman of the Year -This award is presented annually to a woman who is a leader, mentor, and role model who has made significant and outstanding contributions to the auto care industry. 2020 Winner: Lauren Beaulieu, vice president, professional marketing, Advance Auto Parts Female Shop Owner of the Year - This award is presented annually to an outstanding female shop owner who demonstrates role model behaviors, leadership and commitment to the advancement of women. 2020 Winner: Kim Auernheimer, owner and business manager, Cool Springs Automotive, (dba CS Automotive) Auto Care Woman of Excellence - This award is presented annually to a woman who is a Women in Auto Care member and who has provided recent outstanding contributions to the auto care industry while demonstrating role model behaviors, leadership and commitment to the advancement of women. She is considered a rising star in the industry. 2020 Winner: Danielle Sonnefeld, Vice President [caption id="attachment_33565" align="alignright" width="379"] Danielle Sonnefeld and Carm[/caption] Danielle Sonnefeld is the vice president of Business Development for NA Williams, which is a leading manufacturer representative agency in the auto care industry. Celebrating 10 years with the company, Sonnefeld served as the director of Marketing for the first seven years, moved into an account executive role handling a major retailer and was recently promoted to handle business development for the agency. She began her career as the marketing manager for Chicago Pneumatic Tool Company, which complemented her previous work experience at both a full-service marketing agency and an international public relations firm. Sonnefeld is very passionate about the industry and volunteers her time to encourage, promote and support the next generation of leaders. She has been a member of Women in Auto Care since 2010 and served on their executive board from 2017-2020. During this time, she was an integral part of growing the scholarship program from less than $10K to over $100K annually. Sonnefeld serves on the Board of Trustees for The University of the Aftermarket Foundation and is the co-chairman of the scholarship program, which awards over $600K in scholarships from over 40 organizations. She currently serves on the Auto Care Association’s Events Committee and Manufacturer’s Rep Council. Sonnefeld earned a Bachelor’s degree in public relations and an MBA in global marketing. Listen to Danielle's Episodes HERE. Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process. In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE. Lauren Beaulieu joined Advance Auto Parts in 2013 and has held her role as Vice President of Professional Marketing Since 2018 leading all Pro marketing as well as the TechNet program. Recently, Lauren was featured in Aftermarket Business News representing Advance and their 2020 Future-Focused agenda, She was also recognized as one of the industry’s Women at the Wheel by AMN in May of 2020. Previously, Lauren served as Director of Commercial Marketing from 2013-2016 and Director of Professional and product Marketing from 2016-2018. Previously, Lauren worked for Autopart International, in a variety of roles from 2005-2009, including Product Manager, Marketing Manager, and Director of Marketing. Prior to Autopart International, she worked in a variety of positions with General Motors from 1996-2005. Lauren is a champion of diversity and launched the First team member network at Advance Auto Parts in 2018. The Women In Motion Network (WIMN) is that largest network at Advance. She is a collaborator and an active supporter of women at all levels of the industry. Listen to Lauren’s Episodes HERE. Key Talking Points: MentoringHelp guide and lead development for others in industry Promotes networking Not always the most senior member N.A. Williams Company- rep agency Outsource sales team Partnerships with manufacturers to sell into retail Link between supplier and customer communities Husband and wife working together in businessEven when married to owner and not working in business, you’re already a team member to the business Need balance of co workers at work and being spouses at home Women in motion network- opportunity for women to come together and support each other with their careers. Mentoring circles. Guest speakers. Get involved and own your careerHave goals and pursue them Make a difference in your community/join other networking groups- it will excite your passion for the industry beyond working your routine job Seek out and learn from leaders you want to emulate ScholarshipsFunded by partners within industry Scholarships for aspiring technicians and business and engineering field Also participates with the university of the aftermarket foundation- total with both gave out 650k in 2020 Resources: Thanks to Danielle Sonnefeld, Kim Auernheimer and Lauren Beaulieu for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business. Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry. Listen to Greg’s previous episodes HERE. Transformers Institute HERE. Austin Miller. Tire Star opened the doors in 2011 in the back part of a grain elevator warehouse. Austin Miller started the business with the goal of providing trustworthy automotive repair at a fair price and timely manner. Since then Tire Star has grown to 3 locations and 40+ employees. This growth was made possible by employees willing to go the extra mile to provide a great customer experience. Austin is an ASE L1 Master Certified Technician and has received an ASE technician of the year award. Although he is not turning a wrench most days Austin is still very involved in learning about new technology and ensuring his staff gets the training they need to be successful. Listen to Austin’s previous episodes HERE. John Manelas and wife, Karen Manelas,purchased their first location in April 2004. They expanded into their 2nd location in 2011. They bought out a former 20 group member in Maine in 2013 as their 3rd location. They purchased a former Chevy/Chrysler 14 bay dealership in 2014. In 2016, they purchased an import auto service business and converted it to an Auto Care Plus (store #5). In 2017, they purchased a Volvo Specialty Repair Shop which they decided to then re-brand and create a new brand for us calling it Euro Care Plus. In 2019, we did our first non-acquisition “build to suit” venture erecting an 8 bay facility with upstairs offices for their Corporate headquarters. They also decided to lease the rest of that building where we are preparing to open a Hybrid/EV specialty division to be named Electrified Auto Care. They now have 7 locations (5 of which they own the dirt). 6 Locations in NH and one in ME. Listen to John’s previous episodes HERE. Key Talking Points: I think I’m successful, I think I wanna grow, but am I ready for this?Not for money, not for ego, but for a challenge Personal reasons for why Some peoples why is to build wealthThe challenge of it People are only happy when they are growing Private equity Add another location to justify the management teamGoing from 2 to 3 locations made you focus in on your process Day you realized to lock your processes downEstablish SOPs Use other people’s money to expandBuild to suit Pay it back in a lease arrangement Lean towards acquisitions Newer growing areas are better for build to suit Own the dirt whenever possible The creativity of doing a dealYou do need capital not just the paper Leverage other people’s money to make it happen What Covid has done to our industryAbsorption is an option If you’re gonna grow and acquire, you have to have the right peopleNot everyone fits your model Not every size fits your model Anticipate losing 10% of customer base Anticipate losing 90% of your employees During an acquisitionBuild an avatar of what the perfect customer looks like Build an avatar of what the perfect shop looks likeLean and mean 3 - 4 bay shops Garage-Mahal 7 - 8 bay shop Main street Backstreet Euroshop General repair Asian specialty Austin explains his why I enjoy the challenge The problem child car that no one could figure out at other shops Bored with only one shop The challenge of taking something that is not operating very well and making it profitable Single shop owner with an itch to grow… what do you tell me?I would ask you why? Passion has to be in there It can't be all about money It’s a long road Are there gonna be huge opportunities on the horizon?The potential this industry has in the future is tremendous Also gonna be filled with challenges Technology is changing The industry is going to change Recession proof business The word is “Cautious”91% of shops were affected by Covid Shop owners looking to expand, take advantage of opportunities Baby boomers are gonna get out early to retire (bcs of Covid) Take advantage but don’t be a predator Be prepared to lose 90% of your employeesLoyalty Fixer Upper Shops You don’t have a broken shop, you have a broken manager Assessment of BusinessNumbers don’t lie, people lie Look at car counts they are running Number of rooftops for competitors Location Never advise someone to buy their second store that isn’t going to be better than their first shop I wanna grow as a shop owner, I’ve done a self assessment and I’m ready…If you’re not profitable at your first business, you’re not ready Profitability is important How much involvement is the owner in the current operations You can’t have a investor hat on and a technician hat on at the same time Some people want a fixer upper, others want an established operation How many shops is too many shops, is there a sweet spot?Depends on the business model you are running Investing back into the business We can’t run a business if we can’t fix the cars Covid was a perfect opportunity to educate parents into the ‘college scam’ There is alot to prepare for going into multiple locations Final WordsAustin MillerThe 20 Group Ratchet and Wrench Attend conferences, sit at the lunch table and talk to people Greg BunchThe longer you wait to get help, the more expensive it will be Don’t jump into the deep end alone Need to have a passion for the industry Information is not transformation John ManelasMentors is #1 Get out and fight people that have been there done that Wife and or significant other, you need to have their support Attend seminars together Henry Ford attributes 2 things to his successHis mastermind group His wife Resources: A special thanks to Greg Bunch, Austin Miller, and John Manelas for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Key Talking Points: What millennials want from repair shopsMillennials aren’t 20 somethings anymore- they range in ’30s with careers Communication- texting, Facebook messaging, and direct messaging Want “Instagram” worthy experience- something while you’re there that makes millennials want to take a picture and share it Recommendations come from peers via online and social media- millennials love to contribute FOMO- fear of missing out of an experience Information overload- repair conversations can become very overwhelming very quickly. Use non-technician terminology to help millennials (and customers in general) understand. Send the repair sheet and invoice in an email for reference later on. Apps for smartphones- fast and takes ‘thinking’ out, reminders, discounts Let your customer decide what their preferred method of communication is and follow it Millennial employees Safe space- comfortable in and respected, safe from stereotypes, racism and bullying Want to feel like they’re making a difference and contributing instead of being helicoptered by the boss- being directed but also having the freedom to complete tasks/job Want to know what is expected ahead of time- love transparency Recognition and check-ins- being appreciated Resources: Thanks to Sara Fraser for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Have you learned and experienced the powerful adage ‘When We Teach We Learn’. Ask any trainer if it is true. How do you make this work? Have you read a good book lately, attended a virtual seminar, listened to one of my podcasts? Learn anything? I bet you did, even just one new thing. How to start. Create a platform for knowledge sharing inside your organization. If you are an owner or leader, you have the power of meetings. If you are not assembling your team weekly, then do it. Carve out some time for knowledge transfer that includes your team. These become teaching/learning moments. ‘When We Teach We Learn.’ Everyone shares one new idea or tip they learned. It can be related to their job, the business, or their life. The learning and conviction come when they share or teach their concept, idea, or principle. Think of the power of education when anyone in your organization presents a highlight of a class they recently attended. From technical, service, and business management training all should share their newfound knowledge. Get them involved. Have you finished a great book? Teach the premise to your team. It will stick even stronger with you. Listen to a podcast? Did you learn just one thing? Write it down, and then share it with your peer or team member. It does not have to be a formal setting, just ‘mentor’ away. When you rephrase it in your own words and find ways to relate it to your life, business, or family, you will learn it and make it your own. Years ago, I found a list of ‘How We Learn’ from William Glasser. Here it is: 10% Read 20% Hear 30% See 50% Hear and See 70% Say/Discuss 80% Personal Experience 95% Teach to Someone Else Great leaders want their people to teach what they know to their colleagues. You’ll discover a lot about the collective culture of your company when you learn from each other. View the full article

There are a lot of variables when we talk about shop efficiency. There is culture, environment, leadership and more. There is no single formula that can solve shop efficiency. But if there are the right guidelines, our panel today, certainly has the answers. A big thank you to Chris Monroe, Joe Marconi, and Kevin Vaught for sharing their expertise for you. So many small things done right makes for improved efficiency. Chris Monroe is a coach who owns Monroe Tire & Service at Shelby, NC., Joe Marconi is a coach who also owns Osceola Garage at Baldwin Place, NY., and Kevin Vaught is a former multi shop owner and is an Elite Worldwide Business Development Coach The key talking points from this episode are already done for you on the show notes page at https://remarkableresults.biz/a201

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest. I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes HERE. Phil Moore is Vice President Sales and Marketing at Federated Auto Parts. Find Phil’s other episodes HERE. Key Talking Points: Walt Disney- three stages of thinking: dreamer, realist, and critic Learning and working- learn one thing every day, affects your whole body, attitude, and motivation The US ranked 26th/27th in the world for the number of ideas we get from our employees- do employees know owners want their ideas? Round robin brainstorming exercise- topic to discuss and each person has a chance to give ideas. Best ideas happened at the end once people can hear what others say and build on it Check your ego and job title at the door when brainstorming as a group- no idea is a bad idea and there can’t be criticism SWOT- strengths, weaknesses, opportunities, and threats: don’t wait to do SWOT when there is a serious issue. When you’re desperate you will come up with desperate ideas Brainstorming with a team builds loyalty and makes people want to contribute Don’t limit your base of knowledge to just the people you know- get outside input Be observant when you’re outside of work that could help your business Resources: Thanks to Dr. John Passante and Phil Moore for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/ZCCjHjBt9ts Greg Buckley is the CEO of the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE. Gene Morrill, owner of Certified Automotive in Glendora, CA. Hear Gene’s previous episodes HERE. Joe Marconi, Osceola Garage, Baldwin Place, NY (Coach with Elite Worldwide). Joe's Episodes HERE. Key Talking Points: You need a survival guide for 2021We’ve never been thru anything like this It ain’t over yet Proactive about letting customers know we are open “Move the Dang Couch” (do something different) What should we maintain doing what we’ve been doing (in 2020)We’re not immune to any kind of economic downturn Look at what happened, see how well we were prepared for it Move forward, learn from it, and put a plan in place Fundamentals… Moving into 2021 you don’t want to reinvent themFall back on what has worked in the past Knowing your margins, knowing your KPI, knowing your team Hone in on your fundamentals Stop being reactive and be proactiveMoving the couch is being proactive Join an organization Talk to friends that own shops Be forward thinking as much as possible Getting burned sometimes is not a bad thing to learn a lesson Is 2020 the year to admit that we don’t know what we don’t knowIt takes ego Encourage to ask the questions People are willing to teach Maintain your marketing thru tough times Maintain your resolve, maintain your resilience, maintain business as usual Look back at 2021, learn from it and push forward Walk with us down the 2021 mentalityLoaner cars for customers Contactless operations such as payment Refocus on client base that you already have What service can we provide in a lower mile environment Customer service and e-commerceA lot of things went wrong in December A good thing is to go back to roots, quality of service Technology cannot replace quality of service Understand who the customer is Is it time to incentive technicians for training?That’s a loaded question based upon personality types Build training into your culture Alot of unknown going into 2021Marketing in 2021 Notify customer let them know we are open Find out who the spenders are Expensive marketing campaign, instead... Phone call, email, text reminder - costs nothing Educating your staff Reach out and touch someone in 2021 Final WordsJoe MarconiWhat’s your crisis continuity plan look like? Employee development plan Goal setting - what does 2021 look like in June? Strive for a plan Greg BuckleyMake sure you’re fundamentals are good Don’t forget what got you there Learn to hit a curveball Learn to throw things at a wall to see what sticks Make sure you take care of the people that are working for you Be better a leader than you are now Gene MorrillLet it go Don’t be the elephant, be the duck, let the water roll off your back Move that couch and try something new Get to know friends and owners Build a war chest of knowledge with your friends and coaches Resources: A special thanks to Greg Buckley, Gene Morrill, and Joe Marconi for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Dave Hobbs automotive service experience spans 40 plus years in the industry, starting out as a technician and then as a service manager working in his family’s repair shop (Hobbs Auto Electric) in Kokomo, Indiana. After leaving Hobbs Auto Electric, Dave began working as a hotline advisor and field engineer at GM’s Delco Electronics. Those roles eventually led to becoming an electronics systems instructor for thousands of Delco Electronics / Delphi engineers throughout North American and Asia. Dave is currently the lead technical trainer and course developer for Delphi Product and Service Solutions. In addition, he serves part-time as a contributor to Motor Age Magazine and as a field correspondent for MACS Worldwide (Mobile AC Society). Dave’s previous episodes HERE. Key Talking Points: Become a thermostat instead of a thermometer When things heat up with frustration thermometers react, thermostats do something (cool down or heat up) Pertains to shop owners, managers, and lead technicians- it’s in our control Virtual classesDifficult to connect with distant learning- no interaction and often time camera for zoom calls are off Missing the important feedback from in person classes ADAS trainingMany cars don’t require targets for radar or cameras that you can do yourself Fuzzbuster, thermal imager etc are tools you can use (“MacGyver” tips) Love of cars and the car industry- then vs nowDave’s first car- ‘61 Chevy Station Wagon Cars have more technology on them- can appeal to tech savvy students, but still needs to have aptitude of taking apart and putting back together, coding and computers Encourage women to join industry as well Selling it as “computer on wheels” Resources: Thanks to Dave Hobbs for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Thoughts from an Unprecedented Year and Looking forward to Strategies for 2021 Key Talking Points: As an industry we are essential The strong got stronger Virtual online training became the norm and will become a permanent part of our training needs Milestones reached this year: 600th episode of Remarkable Results Radio 200th episode of the Town Hall Academy The launch of Aftermarket Weekly.com Launched all LIVE show broadcast on the website's LIVE page Training must become part of your culture The value of coaching Networking is a must to grow and learn Succession planning and growth Embrace our youth Set up an apprentice program Reach out to a local shop and have coffee and talk Resources: Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Click to go to the Podcast on Remarkable Results Radio

Welcome to the 600th Episode of Remarkable Results Radio. Enjoy some very candid talk and behind the scenes revelations from some of the very first episodes from my panel. Along with the fun discussion, the panel dished out some great advice as the podcast continues to set the standard and the tone for aftermarket industry podcasts. Our longevity is a testament to the leaders from every segment of the industry who have shared so that others have gained. We will continue to bring thought piercing issues and commentaries so that you grow your business acumen. As I said and I mean it from the bottom of my heart, this podcast is dedicated to you for “listening and learning” and for letting me know how much our content means to you. And a big shout out to the sponsors who make the podcast a reality. Please support them. We’ve reached these milestones, besides the 600th RRR, the 200th Town Hall Academy and the start of Aftermarket Weekly this year only because you are there and use this resource The Panel: Greg Buckley is the CEO of the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE. Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE. G Jerry Truglia is well known for his automotive training through his company ATTS: Automotive Technician Training Services, where he covers topics ranging from hybrid vehicles, electricity, to Heavy Duty Truck repair. G is also a very proud founding member of the non-for profit Technician Service Training group. G Jerry Truglia Previous Episodes HERE. Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. Bob’s previous episodes are HERE. Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout. Listen to Kim’s Episodes HERE. Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose drivability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt’s Previous Episodes HERE. Key Talking Points: Collectively this group participated in over 138 episodes from one on one or in panels on either Remarkable Results Radio, the Town Hall Academy, or For The Record Podcasts Thank you to all who have shared their wisdom, advice, insights who have made the podcast such a success Matt Fanslow: “This podcast is here for people who are actively trying to improve themselves.” Carm discovered his confidence and style improved over the years. G Jerry Truglia, TST, was a huge inspiration for the show For The Record. We recorded the first episode at Vision. Dwyane Myers, Dynamic Automotive, was on episode two with his partners. They had three locations at the time.Funny story. I asked each to mention their name before they talk. Early jitters with the show to be perfect The early days were very sophomoric. “New Normal” will still be virtual- cut down on travel expenses and time, can listen to audio and training through headphones wherever they are, especially the younger generation. The downside is missing the people involved with going to training and networking. Greg Buckley can connect many things in life to how we need to work in our daily lives. In his words, ‘We are more than a head under the hood’He is a long thinker a visionary Take time to think Top players in the industry continue to grow. There is more work to do.We need to bring our neighbor competitor into the fold of learning, growing, and leading Bob GreenwoodA profession, not a trade. No longer a grease monkey Been very consistent in his message Kim Auerheimer, CS Automotive, was honored as the Women In Auto Care Shop Owner of the Year 2020Her first interview was easy for her to do Younger people appreciate podcasts. Many listen while at work. The common theme is they felt comfortable being on the show which allowed them to share deeply The big thing about the pandemic is how much we miss the people. Look back to see how far you’ve gone, podcasts in 2015 vs now- an evolution of style and content. Searching for guests and now having people reach out to be on the podcast. Networking and guests becoming friends with other guests because of the podcast. It is also an outlet for people to be transparent, comfortable, and have fun. Connection- breaking down problems and sharing how to solve them and move forward. Shop owners and technicians can connect and stop feeling alone with the problems they face. Camaraderie. Tuning in for training- do they not want it bad enough vs they don’t know how badly they need it. Communication starts with your team first then the client base. Listen to Learn Just One Thing is not a slogan but a mantra for being a perpetual student Resources: Thanks to Greg Buckley, Dwayne Myers, G Jerry Truglia, Bob Greenwood, Kim Auernheimer, and Matt Fanslow for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio