carmcapriotto
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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.
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.
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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
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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.
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
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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
Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
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
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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.
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.
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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.
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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.
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
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https://youtu.be/HCcL-qlylmg
Jim Hayes is originally from North Carolina but spent time in various places growing up and has lived in the Monterey Bay area for the past 23 years. He grew up playing sports and spending as much time as possible in the outdoors; hunting and camping are among his favorite pastimes. After high school, Jim joined the United States Army where he served with elements of the Intelligence and Special Forces communities.
After completing his goals in the Army, he moved to the Monterey Peninsula, where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim transitioned to the automotive industry, where he currently serves as General Manager of Pacific Motor Service.
His background keeps him dedicated to the building and development of the most important asset any company has: its team. With a strong desire to maximize the potential of those around him, Jim has created a leadership and personal development course that is attended on a volunteer basis by 90% of the company’s staff. Jim’s goal for the business is to optimize performance and maximize efficient profitability by using the fundamentals of business finance, strategic planning and by creating a culture built on a foundation of principle-centered leadership. Check out Jim’s other episode HERE!
Dave Martin is the Owner and President of Martin’s Auto Repair in Phoenix, AZ. His automotive career began pulling weeds on the shop property, then as he got older Dave moved into a station helper and gas attendant. Dave then became the shop manager before taking over the family business from his father in 2006.
Dave has worked to bring the business into the technology world, communicating with customers at their level with digital inspections, email, and texting. Dave also knows a key to a successful business has a team that has strengths he does not. Check out Dave’s other episode HERE!
Key Talking Points:
- Consider OSHA both Federal and State to have dealt with the correct protocols for the virus
- In California, if you get Covid-19 it is assumed that you got it at work in order to have it covered under a work comp claim
- Went to get customers cars, disinfected car both inbound and out-bound
- Concierge service was very helpful.
- Disinfection will continue, according to Dave Martin.
- Shut down the waiting room and served customers at a table that was outside the business. In the Northern states that will not wok with winter
- The world has never been cleaner. You get fewer colds.
- Will we lose our resistance with our immune systems?There is a balance (Jim Hayes)
- Via marketing, we told our customers it was OK to come into the shop
- We drove convenience for the customer
- Reached out for inspections especially if the car sat
- Jim Hayes concentrated his marketing in a tighter distance from his shop. A mile and a half was his target.
- PPP was helpful. It helped the confidence in the business alive for the team.
- Jim Hayes. His business maintained about 70% of his business.
- Fixed and maintained during downtime. Made improvements to the business
- Kept the team informed to they participated and gained confidence in the future of the business
- David Martin in Arizona did not have a second ware.
- Jim Hayes did have a second wave of Covid-19 that is threatening many small businesses.
- If you had bad business practices before PPP money and you did not change, you are going to come out with the same bad business practices
- Dave made huge changes in 2008 when the last economic bust hit. He did not experience huge challenges during the pandemic because he had conditioned his business.
- Jim is always re-evaluating and improving as part of their culture, so the pandemic did not affect the business as much as others.He is an adrenaline junkie.
- Attrition if effective in business
- Jim is losing clients because of the mass exodus from California, not from Copvid-19Some of Dave’s clients were younger and they moved back with their parents
- Dave stepped up his leadership to help his team know that they could get through any challenges. We will be fine.
- Jim. The reason you study and learn leadership is for moments like the pandemic dished out.
- We are tougher because of the pandemic
- Being an essential part of the economy brought value to the industry
Resources:
- A special thanks to Jim Hayes, and Dave Martin 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
Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
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
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Bob Heipp works for Mobile Auto Solutions, LLC as lead tech and Technician Manager in the Chicago metropolitan area and northwest Indiana.
Having accepted a job that required passing an IM240 emission class, he was introduced to new alternatives for diagnostic testing. This spurred a quest for learning.
Bob believes his desire to learn is what opened doors to meeting technicians around the world. Hoping to help so others could have the same opportunities, he partnered with ASA-IL and initiated the CAN Conference after one of his favorite conferences (the Linder Conference) was no longer being presented. He considers these experiences have led him to the opportunity to work for Mobile Auto Solutions. Bob is also a dedicated Vision High Tech Training and Expo attendees. Hear Bob in his own interview and the round-tables HERE.
Dominik Wrobel works at Mobile Auto Solutions in the Chicago land area. He has a bachelor's degree in applied sciences from Southern Illinois University and have no experience as a technician.
At MAS, he is working out of headquarters where he get to learn how to use all the technology at his own pace. He and Bob Heipp are the only ones that work out of HQ while everyone else is mobile. Since he started, he has been doing jobs that can not be done mobile because of space restrictions and or certain tools that cannot be taken to the jobsite. He pretty much work by himself and get to pick Bob's brain with any questions he has along the way. He is working his way up to taking mobile jobs when work at HQ is slow. You can check Dominik's episodes HERE.
Key Talking Points:
- Hired Dom from referral from instructor from high school automotive boardGraduated Southern Illinois University with 4 year automotive degree
- Bob is his mentor- similar to an apprentice program. Huge ROI with proper training, resources, and development
- Uses “Slack” for communication between all 25+ employees- always willing to help and answer any questions for Dom
- College built the foundation but the technology was the big learning curve
- Talent for finding SI, calibrations, alignments, and researching
- Once hired they evaluated his skills- bugged company car to be diagnosed and evaluated his thinking process and how he can overcome challenges and adapt
- New technologyAlways changing, always new- have to take it one step at a time and be a problem solver
Resources:
- Thanks to Dominik Wrobel and Bob Heipp 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.
Be socially involved and in touch with the show:
Facebook Twitter Linked In Email
Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
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 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.
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Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability 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 is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo.
Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products.
Fanslow’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 Fanslow’s Previous Episodes HERE.
Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California.
With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE.
Scott is the founder of diag.net. Find other episodes that have featured Scott HERE. Diag.Net HERE
Key Talking Points:
- Echo chamber- diluting and filtering information
- Stopping ability to grow to expand, have new perspectives
- Playing on feeling “accepted” with “Likes” and “Shares”
- Time-consuming- be aware
- Dunning-Kruger effect- inability to recognize their lack of ability, then when met with someone with more knowledge instead of that bringing you up it further ingrains you into your belief
- Remember where you came from and encourage others to improve and learn
- “Mob” and “Pack” mentality in groups and forums- power trip and jump down everyone’s throat rather than encourage deep thought and thinking
- Some topics are too deep to dissimilate in a social media setting
- Communicate at a professional level and use the proper words
- Microlearning
- Research the people in your groups
- Be aware of your characteristics- don’t fall into the echo chamber, recognize your social interactions online should only be influencing you by a certain margin.
- Professional groups on social mediaGround rules, professional environment
- Pay it forward- a willingness to help, ability to reflect back
- Diag.netOne area to search instead of trying to remember what group you found the information
- You need to determine when people are trying to help you and not look at it as someone just giving their opinion. Wake up to the situation when you are being taught.
- Embrace the different thought processes and understand that nothing is personal unless you make it
Resources:
- Thanks to Scott Brown & 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.
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
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https://youtu.be/I-GEQ8Lyo0k
Rick White, President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He also owned and managed several successful automotive repair shops.
Early in his career, Rick got his arm stuck under a vehicle while working underneath it. He managed to get out safely but it was a wake up call to him and for all of us as well. This is everyone’s concern. There are too many distractions like cell phones, tablets, lackadaisical attitude of it never happening, not focused on job at task, talking to tech next to them and a whole lot more. We need to follow lift maintenance schedules religiously and document every procedure in order to check work properly.
Rick White’s Previous Episodes HERE.
Craig O’Neill an integrator and trainer at Autotex.me. Though he initially began college seeking a degree in history education and was heavily considering missionary aviation, it was obvious to him that his primary calling was to raise a family. Setting aside his full-time education, Craig committed himself to scale the 3rd generation auto repair business to be successful in these exciting but challenging times.
An ASE certified technician and service consultant, he is visibly excited about the technological advances the industry is seeing and frequently can be heard speaking to clients sharing his enthusiasm.
Craig is committed to elevating the professional image of the automotive service community and consistently looking for ways to communicate with bright young people regarding the opportunities that exist in the automotive service profession. Listen to Craig’s previous episodes HERE.
Andy Pollina is from Legacy Auto-Tech
Key Talking Points:
- We have attitudes on everythingGotta be conscious about what you tell yourself
- Attitudes Positive or Negative can be contagiousMy wife told me I was turning into a grumpy old B-astard
- Attitudes left alone will go negative over time
- We are looking for threats all the times
- Society is using negativity to sell their product
- Attitude is a choice.. That’s a fact!
- Meditate
- Our Attitudes are contagious
- Everyone lights up a room-some when they walk in, some when they leave
- Living with attitudes in the workplace - can you change their attitudes?The “I can do anything better than the rest” attitude sucks
- Holding on to toxic people too longThe thought of replacing them is dreadful
- Letting toxic people go is a good thing
- Be like the Buffalo - run through the storm to get thru it quicker
- “The Obstacle Is The Way” book
- So much of what a good attitude is embellished and surrounded by the culture of that businessThe owner can decide on the environment that they want to have in their business
- Rules Of Engagement - holding each other accountable to these rules
- If you have an attitude problem in your business - look in the mirror
- You decide on what is acceptable in your environment
- If you can make people feel better doing what they love to do, they’re gonna want to be there.
- If someone’s having an attitude, you break down the walls with empathy then you are able to communicate with them
- The different components of attitudeEffective - how something is making someone feel
- Behavioral - how someone is acting
- Cognitive - why someone is feeling a certain way
- Three ways to get out of bed every dayHop out of bed
- Roll out of bed
- Fall out of bed
- Make a choice to hop out of bed
- Give people grace, but they have to own it if it’s something they are doingCan’t give up on people
- They have to want to change
- Always pointing the finger
- Some people are not aware of their own attitudes
- We have to meet them where they are at
- You have to respect people in how they are feeling
- Listened, Heard, Valued, and Appreciated
- Go to each team member and see how they are doing periodically
- Family BusinessesPassion and Ego
- Youth vs Maturity
- God has a way of giving us back what we brought… they are called kids
- Family dynamics are not always that good
- Step back and say “How can I be a better communicator”Book called “The Clarity Factor”
- Before you confront someone, what are you bringing to the situation?
- You can’t control the external, only the internal
- Wherever you go, there your are
- PerfectionPerfection will keep you from starting
- Perfection is an illusion created by the devil to rob you of your dreams
- Final Words
- Before we fix any attitude problem in the shop you got to make sure our attitude is right firstWe ask ourselves questions everyday
- If you want a better life, you got to learn to ask yourself better questionsQuestions creates focus
- Focus creates meaning
- Meaning creates actions
- Actions creates results
- You have to believe you are capable of overcoming the problems
- You can change your attitude but you have to if you want to set examples for othersDon’t compare yourself to others
- Stop playing the bad tape in your head
- A bad attitude can lead to something serious if you don’t do something about it
- Don’t have pity for yourself
- Have a great support group around you
- You can’t change overnight, it’s a journey
- You can’t put lipstick on a pig and call it prettyIf you really want to grow your self-esteem, be honest with yourself
- Don’t put a false smile on - be real
- The “T” word…. TherapyEverybody at some point should talk to a therapist to put a language to what you are feeling
- Talk to someone who is not biased (not your wife, not your friend)
Resources:
- A special thanks to Andy Pollina, Craig O'Neill, and Rick White 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
Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
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
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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.
Key Talking Points:
- Get involved with associationsNetworking, training, being heard in your community and in the industry
- Getting inspired National Geographic- learning the root of how thought is generated Nature produces- we translate and learn
- Communication- being relatable and understanding how to communicate with the person across from you
- Open yourself up and look from different perspectives
- Everything you do is negotiable- have upper hand by knowing what other person is thinking and understand each other
- Body language- observe customer body language as they get out of the car , walk in, and express themselves initially. Be able to control the conversation.
- People speak more than they listen- we have two eyes and two ears for a reason. Listen to learn, not to reply.
- OctopusEach tentacle is almost independent of itself
- Neurological makeup is similar to a network
- Tentacle will regenerate itself
Resources:
- Thanks to Greg Buckley 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.
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.
Learn more about NAPA Smart Sign 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.
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Rick Williams got into the industry because of the passion he have for cars. He enjoyed modifying and racing. To this day he appreciate anything measured in horsepower. He graduated from Universal Technical Institute’s automotive technology program in 2002. After graduation, He co-founded an import race shop that was unfortunately only in business for just 4 short years.
Rick went on to work for a large and dealer group at one of their Honda dealerships here in Cincinnati. He completed Honda’s factory training program and became a Honda factory trained master technician. A couple years later he had the opportunity to become a service advisor and wrote service at the same dealership for about 5 years or so until he was moved to one of their Chrysler Jeep Dodge and Ram stores where he was a service manager for a year and a half.
He started RIX Automotive out of the detached garage here at home with 1 lift on January 2nd 2019 while also watching his kids during the daytime. He did about 70k in sales that year, part time. June 2020 he moved into a shop space. He rehabbed the space cosmetically and to allow for automotive service/repair. He have since acquired two part time master technicians. Since the move, the shop is doing what it used to do in a month in about a week.
Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry.
Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry.
His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry.
Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002.
Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s 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. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation.
Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today.
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. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE.
Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE.
David Justice has been an auto care professional for over 30 years. He grew up in the family business working for his father. At, a young age David purchased his father’s business and went on his own. Over the years David had multiple Shell Gas stations. Find David’s other episodes HERE.
Key Talking Points:
- Bob Greenwood
- Setting foundation of business- internal processes and procedures
- Look at numbers to see what direction where to go- math doesn’t lie, measure components of business, have right price for competency
- Internal business culture- continuously learn and build upon knowledge, average technician receives minimum 100 hours of basic training
- Averages shop is missing $25-30k net profit per bay per year out of current business
- Focus on productivity- which is knowledge based internally
- Calculate net profit on repair order before you close it off- focus on net profit than sales and gross profit and activity .
- Average shop is understaffed by 3 people- bays, front counter and back office
- David Justice
- Building systems, operations and procedures
- Understanding data- where you are and where you need to go
- Business flow chart- manager sheet (goals each month, sales, gross profit), daily tracker (average estimates and car count), and labor management (productivity, efficiency, effective labor rates, labor hours per car)
- Working on business than in it
- Perception of business- reviews, community, website, experience for customers
- Labor management- where you make net profit
- Gamification- getting everyone involved
- Bill Haas
- What do you want to change that you haven’t done yet? Buried in day to day tasks- has two part timers, still looking for full time employees.
- Use data to push emotions out of equation
- Small incremental change over time will get you the results you want- 2 to 3 year journey
Resources:
- Thanks to Rick Williams, Bill Haas, Bob Greenwood, and David Justice 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.
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
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https://youtu.be/d-XvgyKBp7g
Chris Monroe, Monroe Tire & Service, Shelby, NC (Elite Coach)
Joe Marconi, Osceola Garage, Baldwin Place, NY (Coach with Elite Worldwide)
Kevin Vaught, Elite Worldwide Business Development Coach, former multi-shop owner
Key Talking Points:
Chris Monroe
How are we making our service departments more efficient through better communication and organization?
- Equipment Location- why is it located where it is?
- Digital paralysis...do we get so focused on technology that we lose the basics?
- Being able to recognize basic pain points and saluting them
- Inventory-labeled and organized
- Radios-bring the conversation in close-save steps
- Process-from when the customer walks in, to check out....making the process slick. What is working?
- The problem is...shop owners have trouble seeing stupid stuff with clean eyes.
- Solutions are typically simple and cheap.
- Who is working on taking steps out of the process?
Joe’s Marconi
(A different perspective - I am sure we will cover shop layout, Digital MPI, tools, equipment, etc.)
- It all starts with the right people. The stronger the team, the more potential for high efficiency and production. No amount of technology will ever take the place of people. Before you look to technology to solve problems with production, get your house in order with regard to the right people, culture and morale.
- Leadership is key – MBWA- Management By Walking Around. Encourage your people, recognize the right behavior, give them praise, give them feedback. Celebrate wins and promote self-direction.
- Cultivate leaders within your company.
- Every aspect of the workflow needs to be reviewed often, refined and corrections made. To attain high efficiency requires an ENTIRE team effort. From where the customer parks the car, to effective write-up, dispatch, technician’s repair process, sales, quality control (and reducing comebacks), car delivery and follow up.
Kevin Vaught
- Recognizing the Problem-Stepping Back-Too close to the Forest to See the Trees! (recent example to share)
- Observing your team and how they function with existing resources both digital and physical-align the right person with the right job
- Balanced inventory-better utilizes space/cash-opens up possibilities for more efficiency. Example: too many tires in stock-make space-reallocate equipment/resources to become more efficient-Tire Install Room
- Key drop was fashioned with a hole in the wall..nice exterior and the keys just sort of fell into this in-between space that required lots of digging
- Centralize equipment-prep processes Ex: Oil drains, flush equipment- Fill Jugs
- Tools/supplies at balancer-at aligner (sounds simple, but are you doing it)
- Radio's were our biggest communication slam dunk
- Digital tabs...are they saved for quick access along with functional terminals
- Internet service...is it robust enough to carry a signal without getting dropped
- Bottlenecks-we have a plan to install another road force
- Tablets instead of paper-our technicians now have in their hands mounds of information AND can push that to the right bucket in a timely manner
- SMS organization with canned job efficiency
- Parts inflow/outflow-returns-establish weekly process to eliminate backlogs
- SMS-fed by Insipely-DOT-AutoText-Alldata-Identifix-Mitchells-Carfax-Website parallels-TPMS resources/tooling (9)
- Tab Organization on each terminal-no matter which terminal, consistent lookup locations that save time
Resources:
- A special thanks to Chris Monroe, Joe Marconi, and Kevin Vaught 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
Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
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
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Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE.
Key Talking Points:
- If I had all the money in the world, what would you buy?Security for family. Becomes more important as time goes on. 3 out of 4 kids have already taken Dave Ramsey’s 7 Baby Steps- Make a monthly budget
- Is it easy to say 'I Don't Know.'Yes, but you have to practice. It’s okay to not know everything, simply say “I’m not sure, let me do some research and get back to you.”
- Do you see obstacles not as roadblocks but as opportunities?,Opportunities all the time. Anticipate roadblocks and play the “what if” game to solve the problem.
- Do you have a strong intuition? Do you listen to it?Yes and act on your gut feeling. Trust your inner intuition and spouse’s intuition.
- Your biggest learning moment?Used to let temper get the best of him and think he was the one that built business. Realized business would be nothing without the people around him. Humbling moment.
- What are you doing to put the Customer first in your business?Putting employees first. If you treat employees right (training, tools, expectations) they in turn treat customers right.
- A special strategy to build a strong reputation?Follow your morals, values and integrity. Do not tolerate anything else.
- Recently fired a customer? The reason?Some customers make unreasonable demands. Everyone makes mistakes, it’s how you handle them that sets you apart. Politely tell the customer “I’m sorry but this is not the right shop for you.”
- What impact does technology have on your business?If you’re not digitally savvy now, it might be too late. Need to capture as much data as possible. Have to have digital dispatching, reporting, inspections etc. Be ready for the changing technology in cars.
- What is the latest book you read? Big take-a-way“Leadershift” by John Maxwell- making those around you leaders, shift how you lead to let them become leaders.
- How much training per year do you get?Watches video series for Transformers Institute, John Maxwell training, reads everyday and has daily devotions. Hobby is woodworking and continues to learn about that as well.
- Ever had a mentor?Jim Murphy, Dan Taylor, Greg Bunch
- Share a Gross Margin HackLearn what gross margin is first. Don’t be afraid to charge what you’re worth. Can’t manage what you can’t measure.
- Last labor rate adjustment?$30/hr since last August this year. Parts are becoming harder and harder to get margins on. Wanted to improve bonus structure and improve the bottom line.
- Share a car count idea?Stop going for more car count, make every car count more. Every car needs a thorough written inspection. Every discovery needs to be estimated. 100% of the estimate needs to be presented.
- How long ago did you update your website?Last month- complete revamp of site, chat bot
- The most recent update to your processes/systemConstantly updating! Only way you can successfully do that is by having communication with the team in regular meetings.
- Are you paperless? When did you go?6-7 years ago- saw the need for it a long time ago with streamlining technician writing in abbreviation and wrong parts got ordered.
- Name something you tried that didn’t work?Hybrid battery rebuilding- learned that instead of needing to be the “first” for everything, can take a step back and wait before jumping in.
- What is your dream car? Do you own it?Don’t currently but owned it twice- mercedes high performance 2 door CLK63 AMG Convertible. Sold it in town- a new customer knew it had an oil leak that would be fixed during the first oil change, turned out it had to be pulled out to be fixed. Frank bought the car back from the owner. Sold it a year later.
Resources:
- Thanks to Frank Scandura 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.
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.
Learn more about PROimage 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.
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Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq. ft. shop has 21 lifts with two flats per lift.
Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE.
Dr. Laura Shwaluk has a Bachelor of Science in the field of Cellular, Molecular, and Microbial Biology and a doctorate in Chiropractic with certificates in neurology, applied kinesiology, nutrition, and functional endocrinology. She practiced wellness and functional medicine in Texas for 20 years and is the author of three books.
Laura is happily married and devoted to the love of her life, Jerry Kezhaya. Together they manage The Auto Shop and Business Builders Mentor and Mastermind USA. Her specialized business interests are in accounting, operational systems, and people management. Her passion is to help entrepreneurs accelerate their business and open the doors of mental blocks that prevent them from succeeding. Listen to Laura's previous episodes HERE.
Key Talking Points:
- Hiring superstarsContrary to the common misconception, good people aren’t hard to find when you know how to do it and you’re a good employee
- Ability to grow business correlates to ability to delegate
- When testing professional detectives on hiring 50% of the time they make wrong choice
- Why do we have employees?.Do the things we don't want to do .
- Do the things you can’t do (bookkeeping etc)
- Problems when hiringTolerating mediocre employees because you think good people are too hard to find
- Hiring the wrong person is a very expensive mistake- cost 4x annual salary in first 6 months
- Standard interview- looking at resume, call candidates to come in and schedule roughly an hour with each. Out of 12 only 4 might show up.
- Hire based on how they “seem” in your personal opinion (good attitude, enthusiastic etc)
- Effective hiring system for CSR and marketing help- naturally filter candidates Clear job description
- Create outgoing message for anyone that wants to apply- number to call with voicemail about who you are, what you’re looking for, what you’re not looking for (hosted numbers)
- Once they leave a message you can login and listen through phone messages quickly
- Effective hiring system for technicians Posting ad on Indeed starts on top then after a month it’ll become buried- repost new ad
- Call and talk directly to owner- find out why are you leaving current position, where are you currently working, where do you live, are you accepting unemployment etc
- Interview with owner and team- walk through shop together
- Effective firingKnow your state regulations
- Example Texas- must have cause for firing
- Premade forms for writing someone up- communication form (expectations for performing job) to be signed by employer and employee and have copy. Firing form- (white, yellow, pink) written warning, final and copy for files/unemployment. Documenting is key , have witness in room and record it
- Fire fast, hire slow
Resources:
- Thanks to Jerry Kezhaya and Dr. Laura Shwaluk 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.
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
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https://youtu.be/OHdSmJgAeL4
Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt’s other episodes HERE.
Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.
She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.
Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994
Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies.
Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!! Listen to Kelli’s previous episodes HERE.
Kevin Eckler, a Dad and a mentor along with wife Lisa, own Foreign Car Specialists, in Poughkeepsie, NY. Kevin has been named Albany, NY region’s ASE Tech of the Year 2019 and 2020. He was also voted Best mechanic in the Hudson Valley, which encompasses Westchester, Putnum, Rockland, Orange, Dutchess, Ulster and Greene counties. Kevin is a 40 year veteran of the industry, and still has a love for it and simply cannot understand why anyone would tell a young person to get out while they can, instead of inspiring them to greatness! Kevin’s previous episodes HERE.
Key Talking Points:
Matt Lachowitzer
Not letting go of the cancer in my shop because he was a “super tech”
Some points
- I was afraid because he was our best tech, highest producing, could fix anything
- I didn’t know if our team could replace what he could do
- It appeared that he was well liked, and I didn’t want to cause issues, even though it was causing lots of issues. Lost front end staff especially.
Emily Chung
- I didn't terminate the employee soon enough
- I believed that I couldn't run the business without him
- The employee was a great technician, and I thought that meant I could take advice from him in other areas e.g. business operations
Lessons learned
- Slow to hire, quick to fire
- Being a tech and being a business owner are very different skills
- I'm more resourceful than I give myself credit for, no matter what happens I'll figure it out
Blessings
- The experience has added resiliency to my character
- I now know the price I pay when I allow toxicity to persist
- I was able to work through that season of my business
Kelli Weatherby
- Our 20 group had made mention that we were going to have shop spotlights as a line item in our meetings for 2020 and beyond. As discussed, this would help shops/owners in reaching goals set along with many other advantages. Lee and I along with another local shop had been part of an in-person shop tour. So my thought was there is NO way we would be considered for a spotlight. OH BOY WAS I WRONG.
- We were lucky to have 5 separate committees 1.) Facilities 2.) Marketing 3.) Management 4.) Finance 5.) Lee and Kelli Headspace support
- Outcome (PRICELESS) - With the help that was rendered I believe we were prepared and STRONG in all that was 2020. We put together AND finalized our organization chart. Our standard operating procedures were dialed in with new manuals. Our financials and budgets along with our 3 yr business plan have been shared with our whole management team. Our succession is going forward. Lee and I are working diligently on our 35 yr marriage and have included a counselor that we BOTH agree is helpful. I mentioned this last but I certainly believe with ALL that I am, this is the most important work we do. In a business where the owner/operators are all in and on deck looking to manage personal challenges AND business growth and personnel engagement along with customer experience....MAN OH MAN this will spin the head
- If you feel any of this is relevant to where you would like to go, I am an open book and glad to share. If not, l have had many experiences with what started out as a train wreck, turned to a golden opportunity for growth!!
Kevin Eckler
- Being too busy and drawn up into the moment and not seeing the bigger picture was my fatal flaw.I was so consumed in the daily work that I never seriously sought out bettering myself thru business education and only sought out technical knowledge.
- My focus was being the best at what I did, which is fine, except I continued to view myself as a tech and not an owner. It was safe, comfortable, familiar, and completely the wrong way to, which held growth and prosperity way back and kept us as a shop from being who we could have been.
- So in short, not stepping into and owning the position that had come to hold and clinging to what was safe almost financially, physically, and emotionally destroyed me.Accepting and finally embracing my responsibilities and putting the same efforts into becoming an educated owner as I did as a tech is when the change began in the business towards being successful. It is still a fight to not fall back into what is safe, but I now own my place and responsibilities.
Resources:
- A special thanks to Matt Lachowitzer, Emily Chung, and Kelli Weatherby 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
Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
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
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Dr. David Weiman is the president of Weiman Consulting, a leadership consulting firm in Philadelphia PA. He is also an adjunct Assistant Professor at Widener University’s Institute for Graduate Clinical Psychology, and he is a Certified Performance Coach through Johnson & Johnson’s Human Performance Institute.
Dr. Weiman has been quoted in BusinessWeek, the Los Angeles Times, Men’s Health, Entrepreneur, and many other publications. He has also been a guest on Fox News Philadelphia, Money Matters TV, and numerous podcasts, where he shares insights about the psychology of success, motivation, and more. You can check David’s other episodes HERE.
Key Talking Points
- Continuing traditions should be kept up the best you can.Relive the memories
- Some feel lonely at this time of the yearSome get their energy from other people
- Some get their energy from being alone
- Some issues of the pandemic are another layer of concern or worry to be safe that can cause stress or the blues.
- Maintain routines especially during the holidays. It gives our lives a sense of structure and stability and helps provide continuity over time.
- Things that spark joy. They are touchstones for you.
- We choose what to think about in any given moment
- We can turn off bad news. There is an on-off switch or mute button on our TVs and phones
- Recognize what is the same to find stability
- Some people love change, some don’tSome love change
- The ones that don’t, think about what is staying the same
- In zoom meeting, you can see the environment that your friends and colleagues live in
- Our time horizon for planning is shorter because of the pandemicThe cone of uncertainty is shorter for the time being
- Consider your team and your customer as it comes to the stress they may carry because of the pandemic and at the holiday time
- Be an optimist but a realist at the same time
- We usually have more than one option to solve a problem
- As a business owner, your values and purpose don’t change as you go through stress and the tough time this holiday can create personal stress.That is the foundation of strength in your company, your people, and your life
- Connections are key. Having trust in other people
- Consider the impact on you. Reach out and touch someone Example praise someone for what they do for you
- Write a card or letter is very powerful
- Referencing is storytellingExample of competency or value that has made your business successful
- If you are invited to a holiday party and you do not want to go, even though the people who invited you don’t want you to get Covid-19, you can say I’m not available this year but can’t wait to get together next year.You do not need to give a reason
- Dave Ramsey says No.; is a complete sentence.
- Focus on the little things and what delights you and makes you happyConnect with other people
Resources:
- Thanks to Dave Weiman 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.
NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available.
Learn more about CarVantage 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.
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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:
- Avoiding comebacksFirst avoid being defensive to customer, then schedule vehicle to be looked at again ASAP
- Technicians have to have confidence that they can fix anything- but be careful you don’t become too prideful
- Mistakes happen all the time- there are so many things that can go wrong inside a repair
- Quality control helps prevent comebacks
- Aftermarket right to repair actData access just got passed
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.
- 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.
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
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https://youtu.be/aA1sTmA3nyo
Sara & Kevin Bickford Worked at Firestone for 10 years and bought the Fox River Tire & Auto
Richie & Leslie Zimmerman from Lafayette, LA, MSO, grew to three stores and sold to strategic buyer MONRO Inc.
Dennis McCarron started his career Bridgestone/Firestone working in various sales and management level positions prior to leading the national retail management training programs. Most recently, Dennis was the Executive Director of Dealer Strategic Planning Inc. (DSP 20 Group), providing coaching and consulting services to its members.
With over 25 years of experience in the tire & automotive industry, Dennis is a seasoned professional with vast tire and auto service industry experience. He is also a featured columnist for Modern Tire Dealer, “Business Insights”
Dennis continues to teach workshops around North America to tire dealers from financial acumen to behavioral selling and leadership and coaching skills. Hear Dennis’s previous episodes HERE.
Joel Zaleski started his career at PriceWaterhouseCoopers before joining Monro, Inc. as the Vice President of Acquisitions and Operations Support, responsible for leading the company’s acquisition strategy and supporting the operations of Monro’s nearly 1,200 auto service and tire locations. During his time at Monro, Joel oversaw the company’s commercial and wholesale operations, as well as various corporate support functions including, pricing, customer service, facilities, and training.
Joel’s experience in leading the acquisition strategy at the tire and automotive service industry’s largest strategic buyer, Monro, Inc., gives him the credibility and expertise to represent sellers during the sale process.
Joel is a CPA and member of the International Business Brokers Association. Listen to Joel’s previous episodes HERE.
Key Talking Points:
- Kevin and Sarah BickfordWorked for Firestone for 10 years
- Bought the Fox River Tire & Auto
- Richie and Leslie ZimmermanOwned and Sold 3 Shops to Dennis McCarron
- Richie now has his Residential Contractor License to build Log Homes
- Leslie is opening a boutique Fitness GymLeslie “Operate your business like it’s your last day”
- Advice when wanting to buy a businessHave a good real estate attorney as part of the transactionHave a good relationship with your local bank
- Importance of the SBA relationship
- Challenges new owners face with existing staffLittle changes can seem HUGE
- The power of a new trash can
- Sell your business when it’s at its healthiestAdvice to the industry to be at your pinnacle20 Group
- Align yourself with the best of the best in the industry
- Maximize your profit margin
- Education and making yourself better
- Joel ZaleskiOpportunities in deals with buyers and sellers
- Evaluation of the business for buyers
- Buy up market share
- Run your business everyday like you are going thru an auditKeep it in tip top shape
- The hard work will payoff
- Expect the unexpected
- Be prepared, do it now
- Dennis McCarronRun the business like you are owners
- Don’t buy a business to buy a job
- Successful owners run a business, not buy a job
- Learn from people that are smarter than youYou don’t always want to be the smartest person in the room
- Be ok with not knowing something and asking how to do it
- The value set in hiring good peopleInheriting staff is a challenge when buying a business
- A crew that can drive your culture and trust they will do that
- Letting staff members go is just part of the process, a pruning process
- Hard labor, really trying at times, but it’s worth it at the end of the day
- Be patient with own learning curveInvest time in finding great staff
- Find people you can partner with and learn from
- Figure out when you need help with
- Understand your margins to be profitable
- Rewards are significant
- Hindsight is always so clear
- Rewards are all worth while
- Align yourself with the right people
- Education is important
- Take care of your employees
- Expect the unexpected
- Stay green and growing so you can be ready and ripe!
- If you’re looking to sell, use your professionals
- Use a broker and real estate attorney
- Talk to the people that do that part of the business for a living
- Know your numbers on a daily, weekly, and monthly basis
- Know what your profitability is
- Address small issues when they come up so they don’t become big issues in the future
- Is it too late to start making that change to improve the business?
Resources:
- A special thanks to Sara & Kevin Bickford, Richie & Leslie Zimmerman, Dennis McCarron, and Joel Zaleski 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
Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.
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
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Murray Voth is one of Canada’s most knowledgeable experts on the automotive industry, especially as it relates to business development of the independent automotive service and repair sector. He focuses on improving profitability, best practices in management, financial management, systems implementation, human resources and leadership. He spends significant time researching the issues facing the industry from a macro and micro level and brings training and coaching solutions to his clients. He is the owner and principal trainer of RPM Training which provides services to clients such as Napa Auto Parts, Napa AutoPro, Napa AutoCare, Fountain Tire, Integra Tire, OK Tire, TireCraft Canada, Group Touchette, APD Auto Parts, and AutoServe1. Murray is also involved in the Automotive Retailers Association of BC, the Canadian Independent Automotive Association, and the Automotive Industries Association.
From 2006 to 2018 Murray was on contract as the senior trainer and training material consultant for Total Automotive Consulting and Training. He has also done training and material development for RLO Training and Consulting in the United States. As an automotive management trainer and facilitator for the past 15 years traveling to every corner of Canada, his sole focus has been researching, developing and implementing strategies that improve business results for his clients.
He is intimately familiar with the issues and challenges faced by the business owners on a day-to-day basis and exactly what it takes to help them to make the changes necessary to succeed as a business owner. As a trainer and consultant, he has worked all across North America and has firsthand knowledge of what is and is not working in each jurisdiction. His thorough understanding of the automotive business started when he owned and operated automotive maintenance and repair facilities for 20 years. During the time he owned his shops he took all the training that was available. He continuously strives to improve his understanding of what it takes to be successful in this industry. He has firsthand experience of how to successfully implement the various skills, knowledge, tools and processes that he now teaches.
In addition to his facilitation work, Murray has written extensively for industry magazines as a regular business columnist, these include CARS Magazine, Car Care Business, ARA News and Indie Garage. He also writes curriculum for automotive, as well as non-automotive management training. His passion for organizational leadership and development has led him to work with a leading researcher discovering new dynamics that lead to highly effective organizations and leaders.
Murray has a passion for the automotive industry and considers it a privilege and the fulfillment of a lifelong dream to bring information and training that reduces stress, and improves the economic circumstances of small business owners, their staff, and their families. Some of his clients have grown from being the only employee in their shop to 6 employees, and in some cases going from one shop to owning multiple locations, and more than doubling the size of their workforce. Listen to Murray’s previous episodes HERE.
Key Talking Points:
- Being genuine, be yourself- don’t fake it
- Can’t assume customers know how an automotive repair shops run- think about what it feels like to be a customer that walks in. Customers don’t know what to ask or automotive terminology language. They have blind trust.
- Honesty and quality is the baseline for any automotive shop in a customer’s eyes- they are calling you for a reason.
- More than a smile and handshake- do customers feel like they are home and cared for?
- Ask questions they know answers to so they feel comfortable - what brings you here, have you had this issue before etc.?
- Is your advisor rushing? Do you have enough advisors so they don’t feel like they’re feeling processed
- Touchless business- removing the “friction”Pre-booking appointments and sending reminders
- What is the customer expecting? What do they need? What do they want?
- But during COVID restrictions people tended to want human interaction- there needs to be a split 50/50
- “Qualifying the customer’s expectations ”- of service experience and of their car (what are your plans with your car for the future?)
Resources:
- Thanks to Murray Voth 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.
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.
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Maureen Pisani is a Certified Master Hypnotherapist and the founder of ProThrive Science-Based Hypnotherapy, where she works with individuals and groups (both in-person and online) to help empower, streamline success, and truly thrive. Maureen is also a world-renowned Motivational Speaker and was the Resident Hypnotherapist at the Chopra Center for over 8 years (Carlsbad, CA) until its closure in December 2019.
Aside from being a Hypnotherapist, she is also a Master Practitioner of Emotional Freedom Technique (EFT Tapping), Therapeutic Guided Imagery, Neuro-Linguistic Programming (NLP), and Reiki Energy work. She employs a variety of modalities when working with her clients to bring them the best tools and resources for positive and lasting change. Maureen has also been both a Director, Instructor and Mentor at two nationally accredited universities where she shared her love and knowledge of Hypnotherapy with her many students. As of December 2019, she has published 15 books and has co-authored a research paper issued by the Neuroscience Department at UCLA.
Maureen Pisani is the poster child for how hypnotherapy can help change your life for the better. After an accident left her in constant pain, she found Hypnotherapy to offer her relief and a new lease on life. Although she now lives in San Diego, CA, Maureen is originally from the Island of Malta and continues to share her love of her home country with all of those she encounters. In her free time, she enjoys dancing, reading, crocheting blankets for premature babies, and gardening. If you’re interested in achieving your goals, please contact Maureen and she’ll be happy to answer your questions. Look for Maureen's episodes HERE.
Website Link: ProThriveSBH.com
Key Talking Points:
- Unconscious mind- powerful and programmed for what is “safe”Open your unconscious mind to the “what if’s”
- 2% profit isn’t enough for shops to be successful
- Unconscious drive to “stay the same”
- Self-identity- self-confidence, self-esteem, self-worth, self-respect, self-acceptance and self-love
- Business coaches work with the conscious side of the brain but the unconscious mind cannot accept it- Maureen preps the mind to be ready to accept a business coach’s advice in order to get results
- Right/left brain/prefrontal cortexRight brain- creative and open to outside the box ideas, that is where hypnosis happens
- Everything you do is with intention- hypnosis is only applicable when you are ready for change
- Change happens gradually- often times you don’t realize it because it becomes a habit
- Maureen started hypnotherapy to overcome pain in elbows- had 10 surgeries total
- She went from a 100% disabled to being #1 Presenter at the Chopra Center in La Costa.
- Implementing changeLast 30 minutes before you go to sleep you are in a natural hypnotic state
- Write goals down and every night read them
- Self-hypnosis- you have to be aware of what you are doing and be in control
- 2 types of motivation-moving away from and moving towards. When you are motivated to “move towards” something, the closer you get to it the more motivated you are
Resources:
- Thanks to Maureen Pisani 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.
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
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https://youtu.be/gRGOjsExlJY
Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN. He just started to build a brand new shop and experts to be in by June 2021.
Seth was educated at a UTI in Chicago, where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up.
He is the owner of Eurotech, which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians is able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models.
Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program.
Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners have helped grow his business. Listen to Seth’s previous episodes HERE.
Daniel Gravely is the District Manager, EuroTech Auto Service. Check Daniel's Episode HERE.
Key Talking Points:
- Four corners of the Property to the Four Walls of the buildingThe store is audited by another location
- Monthly Leadership meeting
- The devil is in the details
- Why is this important from a customer perspective?Reviews, compliments, appearance, safety
- Capital Improvements such as structural damage discovered
- Audit Formto set a plan of improvements
- budgeting for improvements
- Deadlines
- accountability
- Four Corner Four Wall – it is more important to employees or customers?
- How do you pick who goes to the Leadership Meetings?
- The leadership team is shop foreman from each location
- I wanna do this at my shop, how do I do this? Where do I start?what are you trying to accomplish
- outline of plan
- put a plan in place
- No shortage of ideas, just a shortage of execution
- Remember The Milk app to help with to-do lists (used by Daniel)
- Final ThoughtsYour Four Corner Four Wall Inspection is a quick view from your leadership team
- In-depth responsibility for each manager to conform to
- Safe and clean place for customers and employees to come to
- Be critical with a fresh set of eyes
Resources:
- A special thanks to Seth Thorson, and Daniel Gravely for their contribution to the aftermarket.
- Books Page HERE
- Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes.
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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
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Doug Grills from AutoStream Car Care Center is a chain of six family-owned, automotive service facilities that deliver honest and professional automotive repair and maintenance services to customers in the Greater Baltimore/Washington, DC area. Doug along with his partner Rick Levitan has been around the service station business for over 25 years and has built their reputation by offering best-in-class service to their customers.
All AutoStrem Car Care technicians are ASE Certified and the shops are AAA approved. Listen to Doug’s previous episodes HERE.
Key Talking Points:
- One thing you’ve done that no one knows?Was a band-drummer and vocalist through college years. Loves experiencing a live show- attends around 12-15 live concerts per year with his wife.
- What do you do for fun?Going to concerts, playing tennis and golf, exercising, spending time with his wife and family.
- Most significant trend you are watching?ADAS and how it will impact business, industry consolidation
- What skills do you delegate because you're not good at them?Figure out what you like to do and what you're good at- delegate other areas to other people that are better at the task than you. Visionary and integrator (task manager) of business. End result will be better than doing it on your own.
- How does one start to build a strong business culture?Starts with values- what are your business values? What matters to you that you want reflected in your organization? Doug’s business values excellence, a passion for having excellence, having concern for others (customers, coworkers and community), perseverance
- Do you have a strong intuition? Do you listen to it?Yes and yes! Analytical by nature but does follow intuition as well.
- Do you still have the fire you had when you first started?Absolutely. Worked harder in the last 5 years and with greater passion. Love what you do because sometimes you can’t do what you love.
- We learn from mistakes. What was one of your biggest mistakes?Didn’t accept personal responsibility on the individual performance of the team. But I looked in the mirror and started asking, Am I providing the training/skills/support to make sure this employee has the best possible chance of succeeding?
- How do you manage work/life harmony?Work-life harmony- spending time with family and your own health while being passionate about your work. Have discipline around the things you want to do outside of work.
- What drives you? Creating a great company- people love working for and customers love working with. Goal posters within a business.
- How are you finding good technicians?Referrals internally
- How has your business changed in the last 3 years?Read article in Ratchet and Wrench magazine and started networking and creating friendships within the industry
- A special strategy to build a strong reputation?Online reviews- a goal that every location acquires online reviews. Have the courage to ask customers to review you. Word of mouth and reputation lives online.
- Do you see obstacles not as roadblocks but as opportunities? Everything is part of the process- even setbacks/roadblocks. Obstacles and roadblocks are built to go around, there is always a way to find a solution.
- What impact will technology have on your business?Staying up to date with tools and technology- understand the upcoming changes
- Ever made a major pivot in your business? If yes, what?Started in gas stations- pivot was changing to automotive services after 5 years
- Strong teams always win. What is your winning formula in developing a strong team?People who buy into your culture and enjoy working together
- Would your organization crumble if you stepped aside?No- has processes and key managers in place
- Is community important? Share your biggest effort? Extremely important- Breaks for Breasts, celebrated 20th anniversary of business and created a fundraiser for Make a Wish Foundation
- How long ago did you update your website?Constantly making subtle updates and changes all the time. Uses Autoshop Solution for website
- Ever sing karaoke?No, but he thinks about it all the time! Has similar vocal range as Ian Anderson from Jethro Tull
Resources:
- Thanks to Doug Grills 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
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Gold Certification recognizes top tier NAPA AutoCare Centers 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 the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com.
Requirement for Growing a Branch Store [THA 205]
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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:
Resources:
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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
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