carmcapriotto

https://youtu.be/HJpcrK3kUzM My guest is Joe Register who is the Vice-President Emerging Technologies at the AutoCare Association. This is his second interview. His first episode was episode 381 which talks about SVI (Secure Vehicle Interface). Joe Register has over 40 years of experience delivering progressive system solutions to companies in every channel of the Automotive Aftermarket. This work includes the design and implementation of enterprise systems for two startup ventures. Joe participates as an ANSI expert assigned to ISO TC22 Road Vehicles, ISO TC204 Intelligent Transport Systems and SAE vehicle security committees. His current focus is the industry’s adoption of secure and standardized access to in-vehicle systems to ensure today’s increasingly complex vehicles can be properly maintained and repaired. One of his specialties are Strategic planning, program management, systems architecture/modeling disciplines applicable to business processes, data and application integration, web service design & development. Listen to Joe’s other episodes HERE. Key Talking Points: ADASManufacturers are trying to understand what the road looks like through the eyes of sensors in the vehicleChallenges- machines can't ‘rationalize’ as humans can Sensors will have to have maintenance- will still work but will degrade Calibrating ADAS- need formalized standardsBest practices are often instructions from manufactures that are inadequate and impractical. Clean workspace clear from boxes and debris from past repairs Sensor calibration task force within SAE- meet every month with hopes to create public standards Dynamic calibration TrainingRecertification/retesting will be extremely important due to the rate of constant changes with individual sophistication and collective integrated total in systems Looking aheadRise in cost of cars- what does that mean to vehicle ownership? Older fleet of vehicles? AAPEXshow.com/register Resources: Thanks to Joe Register 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. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. For all the right reasons, we’re not going to be face to face at AAPEX … yet AAPEX 2020 is going to be a virtual experience, which has defined this year for many of us. Virtual AAPEX will happen Nov. 3-5, 2020, and there’s still going to be a strong focus on meeting the needs of the service and repair community. And that includes technical and management training for shop owners, technicians and service advisors … product and equipment demos … and one-on-one meetings with suppliers. Don’t miss it. Make a smart move … register today at AAPEXSHOW.COM/Register This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/1kQoyy_OwxA THE PANEL: Dan Taylor, Senior Business Advisor at Transformers Institute, has nearly 35 years of executive management, consulting and coaching, business development and entrepreneurial experience. Mr. Taylor has spent the majority of the last 18 years as a Business Consultant and Coach – Helping business owners and managers evaluate their current situation and future plans. Implementing comprehensive business plans through business diagnostics, education, management review, and strategic analysis all focused on results and sustainability. Mr. Taylor has worked across a wide spectrum of industries from healthcare, manufacturing, retail services, data collection, sports equipment to educational conferences and recruiting services. One area of concentration has been in the automotive repair industry with hundreds of independent repair stores, specialty shops and automotive dealerships. Most notably he worked for a management company that served 13 states serving this group with shop equipment, management and administrative tools. Additionally, he spent time in fleet services and operations to municipalities, counties, utilities, school districts and larger independent industrial fleets. Mr. Taylor earned a Baccalaureate in Business Administration and Marketing with a minor in Economics from the University of Northern Colorado. He also holds certifications as a Business Coach, Business Analyst, Six Sigma Green Belt, Human Resources, Time Management and Life Coach. Dan serves on his neighborhood HOA board and has held multiple board positions with the Porsche Club of America. His passion is road course racing with his Big Mission Motorsports teammates raising funds for the Cancer Foundation, Semper Fi Fund and Salvation Army. He is married and has a son who is a civil engineer and a daughter-in-law who is a teacher. Look for Dan’s other episodes HERE. 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 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 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. Dave Schedin has 40+ years of experience in the automotive field. He has extensive General Motors University Automotive & Business Management training and is a graduate of the Arizona Automotive Institute. Dave began his career as a young lad in an independent shop in ’79 and began working as an Apprentice Tech advancing to a Master Level Drivability Tech. In ’86 he moved into the dealership arena as a Lead Drivability Tech and obtained both the Chevrolet and ASE Master Technician status and became a Shop Foreman overseeing 24 Techs, Assistant Service Manager, Service Manager to Fixed Operations Manager. In ’97 Dave started and managed “Dave’s Auto Repair” in the Pacific Northwest where he took that business to a near million-dollar sales level in under FOUR years by implementing and continuing to developing the “CompuTrek Automotive Management Systems.” Since 2006 Dave has been coaching and training to help shop owners achieve on average $200,000 in NEW GP dollars in 12 months Dave and his partner/wife Bonnie Schedin also carry extensive Leadership and Personal Self-Development coaching and training at an advanced level. Through both personalized and highly effective ‘team’ training & seminars, they offer well-rounded coaching for the automotive professional through experiential seminars. Listen to Dave’s other Episodes HERE. Key Talking Points: Good leaders provide hope and competencePeople want to contribute each day and get better at what they do They want to know if they are getting better Many employees quick but they never leaveThey take a paycheck but they tuned out These employees are costing you As the leader, you need to help your people become a better person and you the leader also need to be growing and learning People need to be challenged to be who they are intended to be The job you have is intended to serve out your purpose As goes the leader goes the staff Do we have a culture of lifelong learning inside your company Dan Taylor send a survey to owners that own up to 300 shops#1 Unclear/Limited Opportunities for advancement/career satisfaction: Tied #2 Poor Leadership Tied #2 Poor Culture # 3 Lack of Recognition/Appreciation #4 Unclear/Unmet Expectations Books mentioned, Growth Mindset by Dr. Carol Dweck and Y-Size Your Business by Jason Ryan Dorsey. Find all books on the books page on the website HERE. Consider the power of assessments on your people so you can understand them. Competency stages:Unconscious/Incompetent Conscious/Incompetent Conscious/Competent Unconscious/Competent Murray: Is it common sense or common knowledge. These two need to be understood and separated At 5 years old 60-65% of their self worth and belief in and how they interact with authority is hard wiredAt 8 years 80-85% You bring up all your own flaws in building relationships with your people. EQ Emotional Intelligence, knowing self, will help elevate communication with your people.Listening is the most important communication skill Many people leave because they are not heard (empathetic listening) You must intently get to know your people.Find out about them. Listen. Care for them Assessments When an employee leaves what part of that do we own New people will typically conform to your culture. They will gravitate to it. Companies with great culture protect themselves if someone contaminating it Some that are working in a healthy environment don’t know what to do with it and will attempt to sabotage There are no silver bullets for building a strong culture Hold toolbox meetingWhen people stand in front of a group/meeting and you are talking, you get ‘leader status’. This is a great way to learn leadership. It is about them not you. Hold daily meetings 10 minutes each day at the toolbox Three topicsTechs, any current challenges today Advisors any challenges Anything else you need It may take a few weeks to make this meeting a part of your business fabric You can have a word of the dayPut it on a whiteboard Why is the word important Assign to a different person each day Set the culture of your business during the hiring processWhat have you done recently to build your character traits 75% of our workforce over the next few years are going to be Millennials Book Y Size Your Business Books page on the website to order these books. Energy and time spent on underperforming team members sucks the energy to give to the team members are contributing Needs, wants and opinions are not being heard by leadership Affirmations. Be sincere specific, they are free and they provide energy to a personCatch them doing the right stuff Give positive affirmations as soon as you hear of a great compliment The best return on investment is personal development Get out of the way of the greatness in your company Be a better youBe on a personal development journey Control your controllers Explaining why and clarifying expectations helps people know and understand Resources: A special thanks to Dan Taylor, Murray Voth, and David Schedin for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Dave Kusa is the owner of AutoTrend Diagnostics in Campbell, CA. Dave is very active in Chapter 42 and currently serves as a board member and chapter representative. He has also helped several new shops become ASCCA members. Dave advocates with local legislators on behalf of small businesses and their employees. He contributes to TeamTalk and is a huge resource for members. He was ASCCA’s past president. Look for Dave’s other episodes HERE. Key Talking Points: Biggest trend you are watching?ADAS- repair, calibrate, training for it Governor of California is trying mandating no petroleum-powered vehicle sold by 2035 How did you decide to become a shop owner?From a young age, I loved being able to take things apart and put back together and enjoyed working with his hands and vehicles. My goal in high school was to be a shop owner. Do you still have the fire you had when you first started?No, but it’s not a bad thing. When you first start anything there is a new sense of enthusiasm, discovering new things and new problems. As time goes on you become wiser and can handle situations better. Wisdom “quiets” the fire but the fire is still burning. Was there a key turning point in your journey that made all the difference to get you where you are today?Parents and their friends were starting to retire and move away. Dave also wants to be able to successfully retire and be able to financially stay or leave if he chooses. Ever had a mentor?Yes, many mentors! Important to seek out people that have ‘been there, done that.’ Can’t think you are by yourself and on an island. There are so many people willing to help and want to help. Do you have a strong intuition? Do you listen to it?Yes, always listen to your gut feeling. A strong intuition is needed to make quick decisions. Get any great advice that you still follow today?Mentor Larry Moore says ``Get training and learn how to run a business and Larry always said “Everything I know, I stole from someone else.” Circles back to mentorship, people are willing to help. Name something you tried that didn’t work?Originally I was going to buy a shop with former coworkers as partners, turned into a disaster, and didn't go through but it was good that it didn't. How do you manage work/life harmony?Wanted to be a present father to his two daughters and husband to his wife, structured himself to be 8 am-5 pm Monday- Friday schedule and they make it work as a family. How does one start to build a strong business culture?Starts with the business owner- Need to know what your moral ethics are and communicate that to your employees and most importantly follow it. Strong teams always win. What is your winning formula in developing a strong team?Culture- contribute and collaborate as a team. Include people in decisions Would your organization crumble if you stepped aside?Is often out of the shop for the entire day or 2-3 days for coaching purposes, has a strong team for day-to-day operations without him. Working towards having someone being able to handle administrative paperwork if he was out of the shop for an extended period of time. What impact will technology have on your business?Significant impact- ADAS, autonomous vehicles, electric vehicles, where is the service opportunity in an electric vehicle? How much training per year do you get?Constant training- works with a coach twice a month and learns while working as a coach along with training with ASCCA Technicians in the shop get 12 hours of training per quarter A big secret to building a strong relationship with Customers?Communication- most customers don’t understand what other shops/dealerships are exactly quoting/invoicing for repairs, especially when it is a high quote. Have conversations with new and existing clients in terms they can understand. Invoices using $1 per word. If the invoice is $1,000 then there are 1,000 words explaining what the invoice is for. A secret to a good job interview?Conduct interviews as a team. Everyone should be comfortable and be able to maintain the team culture. Share a Gross Margin HackCalifornia cant charge for shop supplies- starts adding up, including on invoice. Monitoring parts matrix and labor matrix and margins. Do you share your financial statements with your team? If Yes, why?Yes, there is a known shop hourly rate along with an understanding of profit and loss statements and expenses of the business. Employees have an ownership mentality then. How long ago did you update your website? Yearly updates The most recent update to your processes/system Hours per RO- identify time-wasting Resources: Thanks to Dave Kusa for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visiting 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 NAPA PROimage and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/SZczhtyTyZQ My guest is Joe Register who is the Vice-President Emerging Technologies at the AutoCare Association. This is his second interview. His first episode was episode 381 which talks about SVI (Secure Vehicle Interface). Joe Register has over 40 years of experience delivering progressive system solutions to companies in every channel of the Automotive Aftermarket. This work includes the design and implementation of enterprise systems for two startup ventures. Joe participates as an ANSI expert assigned to ISO TC22 Road Vehicles, ISO TC204 Intelligent Transport Systems and SAE vehicle security committees. His current focus is the industry’s adoption of secure and standardized access to in-vehicle systems to ensure today’s increasingly complex vehicles can be properly maintained and repaired. One of his specialties are Strategic planning, program management, systems architecture/modeling disciplines applicable to business processes, data and application integration, web service design & development. Listen to Joe’s other episodes HERE. Key Talking Points: SVI- Secure Vehicle Interface SVI started because OE’s said you needed a single voice in order to listen and needed to know what aftermarket wanted Mantra “Safe, secure, standardized and direct access” Vehicles are built with ‘features’ in mind with repairs as an afterthought Information is constantly being collected both inside and outside the vehicle (driver attention) Vehicle data and the owner- you should be in control over who has access to the data your vehicle creates with access yourself, (Right to Repair Amendment on the ballot in Nov in Massachusetts) Underperformed maintenance will become a big issue in the future- safety SVI standards aren’t just for cars- standards just as applicable for smartphone apps, roadside stations www.svi0for-mobility.org -webinar and Michelin demonstration with a flat fire www.aapexshow.com/register ChallengesVehicle manufacturers are resistant to collaborating with aftermarket but have made progress with suppliers that provide systems to vehicles Resources: Thanks to Joe Register 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. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. For all the right reasons, we’re not going to be face to face at AAPEX … yet AAPEX 2020 is going to be a virtual experience, which has defined this year for many of us. Virtual AAPEX will happen Nov. 3-5, 2020, and there’s still going to be a strong focus on meeting the needs of the service and repair community. And that includes technical and management training for shop owners, technicians and service advisors … product and equipment demos … and one-on-one meetings with suppliers. Don’t miss it. Make a smart move … register today at AAPEXSHOW.COM/Register This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/1Jwgx-tmrDk The Panel: John Bridgwater and his wife own Wright’s Automotive Service in San Leandro, CA. John started to earn his ASE certifications early on and began networking with other technicians and shop owners. John was honored among eleven others as an Auto Care/ASE World Technician in 2015. In order to be considered for this award, you must hold at least 22 ASE certifications. John currently has 49 certifications and he is working on the 50th. John Bridgwater has a very interesting story on his rise to shop ownership. He started in 1987 and became a shop owner in January 2015. John actually was recruited by a shop in the bay area that he and his wife eventually purchased. He waited a long time for the right opportunity. John is also a technical trainer for an aftermarket company. Listen to John’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. Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Listen to Rich’s previous episodes HERE. Paul Marquardt Started in this business in 1979 as a pump jockey and lube tech. Paul attended various training over the years, some of it daytime training 4 hours of travel time. He bought the business Northwoods Auto Techs, Rhinelander, WI, in 1990 and in 1995 expanded from 2 bays to 5 bays and became a NAPA Autocare center at the same time. He was the NAPA Stevens Point NAPA ASE Tech of the Year from 1999 through 2008 and was the National NAPA ASE Tech of the Year for 2010. Paul Joined the NAPA Autotech training team around 2011 as a contract trainer and have been doing that as well as keeping the business going. Learn of Paul’s Previous episodes HERE. Key Talking Points Many technicians and shop owners started pumping gas ‘Pump Jockeys’ at full-service stationsPaul and Rich pumped gas when they started. Groomed into the shop 1986 Ford was fuel injected. The learning curve happened after that.You learned about new tech via trial by fire You could diagnose carburetors with your ears and vacuum Gauge Many had great mentors that were very instrumental in teaching them Kevin worked at the dealer because he thought it was the mecca of technician jobsHe graduated top of his class from Rhode Island Technical Institute The dealer was the place you worked because it was considered a careerIt may not apply today Chrysler Caravan debuted in the 80sHad a Mitsubishi motor It set the pace for the future of SUV’s and Crossovers IROC-Z debuted in the 80sRich owned one When the phone rang in the 80s you had a high potential that they would become a customerToday it can lean toward pricing Pricing of parts was from different color sheets They don’t miss paper catalogs or manuals Paychecks went into race cars Boomboxes with 12 D cell batteries were the norm Some starting pay rates today are not as strong as some were in the 80s. Rich Falco’s story. Safety is very important. Gloves, use proper equipment so you protect your body. Hearing protection. Years later these professionals would have done it differently to protect themselves So many warnings about the new tech - It Won’t Last. Who knew!!! Have a different hobby than what you do for a living Resources: A special thanks to John Bridgwater, Kevin Eckler, Rich Falco, and Paul Marquadt for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE. Jay Mikulovich is the founder and CEO of Revival Technology LLC. Technology has been a passion in Jay’s life from early childhood, all started by taking electronics apart and developed into coding and programming. After graduating university with degrees in computer science and business administration Jay, fueled by his entrepreneurial spirit, formed Revival Technology in 2006. He strongly believes when knowledge meets passion then there are no limits on what you can achieve. For as of technology being a part of the knowledge Jay looks at it as a tool that can revive businesses and bring them to the new level of success. Hear Jayy’s previous episodes HERE. Key talking Points: Cybersecurity- has to be dealt with at a small business level, not just big businesses Policies and procedures in place to protect software, hardware, customer data, credit card data and vehicle data, contacts, even certain keyboards can be recorded Make sure you have segmented networks- customer network, main network, wireless device network (different lanes) Encrypted https “packets” Passwords- do not reuse the same passwords, every service needs a unique and different password. Mix of 13 different characters, not only 8. 8 character passwords can be hacked within an hour. If you use the same password over and over again then hackers will try to use it for multiple accounts. Browsers will also save passwords but it is not encrypted. Use professional encrypted software to manage your passwords. All of your computers should have virus protections with regular updates Opening random pdf’s and attachments in emails that look suspicious can be a virus. Educate and train your employees about ‘click bait.’ Are you expecting this email? Are you expecting this attachment? Email will often be worded to be very urgent. Your verizon/switch/ISP firewall is not going to be enough to protect business. As a business, if you get hacked, it is required by law to report it Get cybersecurity insurance Ransomware- cyber hackers want money in order to ‘remove’ ransomware or get data back$20,000 ransom for getting data back is considered cheap If data is cloud based it’ll cost you time and some money to reinstall software but if a car gets infected with ransomware (example brakes don’t work anymore) then the customer cannot drive it and it won't be a simple fix. Autotex.me website HERE. Revival Technology Website HERE. Resources: Thanks to Chris Cloutier and Jay Mikulovich 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 segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Brian Walker was a Mercedes Benz Master dealer technician and was ASE certified with L1. He owned Peak Automotive in Apex, NC and was recognized by Motor Age Magazine as a Top Ten Shops twice. Brian is co-owner of Shop Marketing Pros. He does “Done for you” marketing services for auto repair shops. Brian believes that most people overcomplicate their marketing in an effort to make it easier There is a 17,000+ word article on the Shop Marketing Pros website: “The Ultimate Guide to Auto Repair Shop Marketing shopmarketingpros.com/guide. Listen to Brian's previous episodes HERE. Key Talking Points: Artificial intelligence is being used to make the search engine “think like a human.” Can no longer trick search engines to cycle back to your websites. Google is a business- provides the best results based on what people are searching for, where they are searching from, search intent etc Making your website the best resource for the person searching- based on the content of your website Big city vs small town- businesses in big cities need a lot more work to be competitive, need quality links pointing back to the website, answering questions, the website needs to change often, age of domain- older the domain the higher on rankings compared to new domains Website Words on the page are most important and often the most overlooked part- written in a natural way Needs to have information people are searching for- quality and relevant information Google’s algorithm uses “search intent” and will understand the word “vehicle” is being used for car, motorcycle, truck, minivan, etc What you do on your website vs what you do on someone else's website- the links that come back to your website Your website- create high-quality content and utilize tools that analyze competitors website Having other links on different websites link back to your website- if you’re a member of your local chamber of commerce you should have your website listed in their directory. Website link and citation (name, address, phone number). Everything needs to be the same and consistent. DYI or hire someone? Starting out yes, but as time goes on Is it the best use of your time? When using a marketing/SEO company you should always be authentic and use them to create blogs/videos as added content for the website. Video is king- it can be put into multiple places: website, social media, YouTube, get in the habit of shooting short videos on phone. Show your customers how you do things differently. Resources: Thanks to Brian Walker 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. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. For all the right reasons, we’re not going to be face to face at AAPEX … yet AAPEX 2020 is going to be a virtual experience, which has defined this year for many of us. Virtual AAPEX will happen Nov. 3-5, 2020, and there’s still going to be a strong focus on meeting the needs of the service and repair community. And that includes technical and management training for shop owners, technicians and service advisors … product and equipment demos … and one-on-one meetings with suppliers. Don’t miss it. Make a smart move … register today at AAPEXSHOW.COM/Register This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/bF_sXw4q3zI Rex Lee works at McNeil's Auto Care headquartered in Sandy, UT and went through the McNeil's apprentice program Elijah Pierce works at parkway automotive in Little Rock, Arkansas, graduated the apprenticeship program in November 2019, current ASE Master certified technician at Parkway Bryan Stafford works at Parkway Automotive in Little Rock, Arkansas, ASE certified L1 Advanced Level Specialist technician and current mentor at Parkway Key Talking Points: Words and stories from former apprentices and current mentors Through the apprentice program, Rex Lee went from a quick service team member to a full-fledged technician You need a special attitude, like passion and motivation to join an apprentice program and stick with itA two-year program sanctioned by the Federal Dept. of Labor Skilled trade like engineers, plumbers and electricians have an apprentice program and title their learners as ‘journeymen’. Whey don’t we? Bryan is a senior technician and the mentor at the shop, but he says the senior person doesn’t need to be the mentorMust be the right person who wants to be a mentor Who wants to help teach and guide. A great learning experience for a mentor When you teach you learn You modify your interaction with the apprentice based on their ability to learn and assimilate the information. Learn their tendencies. Apprentices usually don’t go to a trade school and will get their theory and hands-on in an apprentice program.There is a curriculum There is training that will be necessary in the evenings The student will learn on their own ASE requirements with the stages of the program There will be online courses and leader-led (Covid Considerations) You need to be farsighted and realize the outcome of your training Find candidates throughSchool district, Counselors High School Trade programs Word of mouth through your customer base Careful recruiting and find a person who is trainableTwo years is a short time to learn a career. The coarse is intense that requires the right attitude and desires Student needs to keep their humility to always be learning Upon graduation, there is still so much to learn Rex is now a mentor for a new apprentice It gets easy to talk about the automotive trades to counselors and parents when you have an apprentice program inside your business An apprentice program, like these, will minimize or almost eliminate debt for the studentIncentives like tools or a toolbox can be part of the program when milestones are reached Link to a fully qualified Department of Labor Automotive Apprentice Program: https://www.industryessentials.net/copy-of-home Other episodes on Apprentice Programs: Apprentice Program – Grow Your Own Technician [THA 185] RR 335 Build Your Own Apprentice Program – Dwayne Myers RR 482 IGONC Apprentice Program. Three Students Speak. FTR 064 – Mike Davidson. Find Your Apprentices RR 383 – AAPEXedu 2018 – Road to Great Technicians – Roundtable THA 087 – Automotive Career’s Start in High School and in the Home FTR 007 – Matt Fanslow – Integrate the Malleable Young Apprentice Into Your Shop RR 353 – Kyle Holt – S/P2 – Helping Entry Level Technicians Enter and Stay in the Industry Resources: A special thanks to Rex Lee, Elijah Pierce, and Bryan Stafford for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

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: Keeping a client for lifeCreating a connection, experience and trust- customers are relying on the shop to help them Kindness can often be repaid in years of loyalty from customer and referrals Has to be innate value to treat customers a certain way. One of the first things we learn as children is storytelling- challenge then a hero arises. Boil down technician language to simple terms for customers to understand COVID-19- Has accounted for chronic and acute stress Getting through the pandemic together- recognizing there is a bigger picture involved Simmering stressing from the pandemic can cause bigger reactions to situations that normally wouldn't have a reaction. What is the opportunity for me to learn from this? Decipher reactions based on underlying stress due to COVID-19. Realize there are all different comfort levels people have with being outside of their house right now- shops have continued to be open but many people are just leaving their houses. Have awareness. Every customer that comes to shop has a problem- they aren’t stopping to say hello- so you're dealing with stressors all day long, even if you have gotten used to it. Implement stress-reducing activities daily- don’t wait until you are maxed out with stress to do something about it. Oscillation- take regular breaks whether you feel you need them or not. It will help to refocus and re-energize. Breathing exercises while counting, stretching, going for a short walk. Focus on things you do have control over- circle of concern vs circle of influence and apply stress-relieving techniques based on what stress you currently are experiencing Normal stress- getting to work, dealing with traffic, paying bills, etc Training stress- learning new techniques, we put ourselves in it or called to do. In the end you will have more knowledge and skills. Excessive stress- chronic or acute stress GratitudeAcknowledge the people in your life who you are grateful for and let them know specifically why Every morning take the time to reflect what you are grateful for- 5 minutes Resources: Thanks to Dr. David 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 segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Scott Shotton has over 25 years of technical experience in automotive repair shops. As the owner of The Driveability Guys, Scott performs mobile diagnostics and reprogramming for local repair shops in the DeKalb Illinois area as well as industry training around the United States and Canada. He was also one of the four trainers for the Illinois EPA’s vehicle emissions testing program. Scott has been an automotive instructor at Kishwaukee College since 2009. Prior to Kishwaukee College, Scott was adjunct faculty at the College of DuPage for 7 years. He has a degree in Automotive Service Technology as well as many hours of training by manufacturers and independent training entities. Scott is also recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. Scott has written many technical articles for Motor Age and Gears magazines. Scott became an ASE Subject Matter Expert (SME) in 2017. Scott currently maintains 21 ASE certifications including Master Automotive Technician, Master Truck Technician, A9, L1, L2, L3, Alternate Fuels and more. Scott’s previous episodes HERE. 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. Key Talking Points: OEMs charts are not perfect Diagnostic pathways Process of elimination Experience and training bring is relied on Misfire- certain feel and sounds to vehicles Verify problem- plug a scan tool into the car, pull codes, gather data, module scan, drive vehicle-based on customer’s complaint If the network is done then use the scope Always start basic then choose a path based on data you receive Service consultant needs to have write-ups in full detail from the customer Experienced diagnosticians can self diagnose 60% of the time Need a good resource database - “playing field levelers” Use all your senses to help narrow down the problem A diagnostic process should not be rigid and shouldn’t be Can be like poker or chess A scientific method as well Your hand (your idea). What are other hands telling you. A move in chess from your opponent changes your strategy The customer supplies important data. The service consultant must write it all down so the tech has as much information Diagnostics is a puzzle that you are always refining your strategy for completion You need to know how to use the tools you have to organically be over 60% in discovering the real problem Matt says some luck does play into solutions. Importance of scan toolsScan tools should be in every bay and in every technician's hands Scan tools are required more and more Don’t drive the car without a scantool plugged ini Divide and conquer Online training- invest in yourself and in your employeesCOVID-19 brought more virtual training, you are now able to learn from the best of the best without having to travel to attend Will diagnostics get easier or harder with more and more technology? BothDiagnosing misfires is a lot easier Parasitic drains- different causes has gone up significantly Databases are playing field levelers Some conditions are easier to diagnose like misfiresParasitic draw is getting harder Augmented reality seriously on the future of training and support Resources: Thanks to Matt Fanslow and Scott Shotton for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com/register This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/uPTkeE_jkDo Mike Davidson is from Parkway Automotive in Little Rock, Arkansas, been in the industry for more than 30 years and a business owner for over 18. Mike is an AMI graduate, an ASE Master Technician, he belongs and contributes to Elite Worldwide and was recognized as the Arkansas NAPA/ASE tech of the year seven years in a row. He’s been doing radio and TV over the last fifteen years talking ‘service’ in Little Rock. Mike helped start the Little Rock chapter of ASA and is currently an officer. Look for Mike’s other episode HERE. Corey Evaldi grew up in Buffalo, NY (Lackawanna). His dad had his own auto repair shop before Corey was even born. In 1988, he built the shop that is still in business today. He started to enjoy the electronics and troubleshooting of vehicles really young. During his junior and senior year of high school, He went to Potter Road Career and Technical Center and took the Automotive programs. His senior year had an automotive competition at ECC, local community college. In 2015 he returned and was overwhelmed with the responsibilities of running a shop. he was a technician, service writer, accountant, clean up person, the fireman that extinguished fires all over. He could not keep doing what he was doing. He produced 40% of the billed hours out of 4 techs. He looked for help. Found a coaching firm that really showed him what a business owner looks like. After implementing the changes, there was extreme push back from the existing crew. After standing firm on most things, change over was inevitable. Listen to Corey’s Episodes HERE. Steve Wootton is the technical manager of Ultimate Automotive. Listen to Steve’s Episodes HERE. Andrew Minkler is here from Bavarian Motor Repairs, a specialty BMW, MINI, and RR shop outside of DC. He made the transition from a master BMW technician to owner years ago and owe all of his success in the transition so far from watching the giants of the industry and taking what they say to heart. Andrew spent many years thinking that fixing cars was the way to run a successful shop with NO owner experience or knowledge. Rick White was his most recent coach, paired with the Worldpac smart groups and constantly networking with other shop owners, he thinks he has come a long way very recently. Listen to Andrew’s Episodes HERE. Key Talking Points: Listen and observe Strong communication disciplines will create and improve great work flow Watch behaviors. Sit on a stool and watch.Discover the how The frontend and communication with the customer is where it startsGet as much information Time every step in the processDiscover the rhythm Make less mistakes by measuring and slowing down or speeding up Mistakes will happen When parts arrive they are assigned to the technician and the job Anyone standing around is no good Managing work flow can be hybrid, computer/paper. Some that have switched to all digital learn to adapt without any paper Workflow screens are used from Shop Management Systems to manage expectationsPhone, tablets, big screens It must work for your shop Less work and more efficiency can be Keep in mind your people need to follow your processes. If that is done, then you can find the fixes necessary to improve your processes. Always keep in mind that you need to ask, “how can we make it better” Your team needs to be bought into the system so you can measure productivity and efficiency so you can find the positive and negative impacts You can never find the perfect plan, always be improving Repetitive tasks need to be put under a process Work as a collective group to create and improve. Then the collective group owns it Andrew uses photosync on samsung phones with each tech so they can pull photos into their DVI software Many things the front office can do to support the shop A big point if the vehicle gets in by 10:30 AM, inspection must be done by noon The best time to sell is in the morning Advisors set the table for the technician. Let them fix cars, what they do best When speaking to your customer always express the value you provide Mike Davidson has ONE QUESTION TO ASK TO THE TEAM: Ask each technician ‘What Makes You Stop?’ Take notes and see what you can improve or make better When a technician stops it stops production Look at your efficiencies to find an area of improvementAvailable, actual, billed time Discover if you need to hire more people or better tooling or training Look for duplicated work Always refine your processes. We don’t spend enough time to tackle improvements to our systems and processes. It takes a lot of time to improve and revamp The people with the answers are on your front lines, your staff.They now the problems and the answers You do not need to be the one with the answer Resources: A special thanks to Mike Davidson, Corey Evaldi, Steve Wooton, and Andrew Minkler for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Jamie Carlson is an Owner at Ervine’s Auto Repair and Grand Rapids Hybrid. Look for Jamie's other episodes HERE. Rachael Wacha, City Auto Repair, Gainsville, FL. Rachael Wacha was born and raised in Gainesville, FL. Her career started in the Salon industry, then to writing home and auto insurance coverage. In 2010, she started working for her father at City Auto Repair, Inc. It didn’t take her long to fall in love with the business. By 2012, she had doubled sales in a year. In February 2013 Rachael was written about in a nationwide automotive magazine. Since then, Rachael went from managing the business to owning it in 2016. City Auto Repair is a AAA approved repair facility. Rachael is currently the President of the Automotive Service Association in the Gainesville/Ocala area. Rachael is extremely passionate about educating women in automotive repair, which is why she started hosting free Car Care Clinics, “Lipstick and Dipsticks” for women. Look for Rachael'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. Key Talking Points: Marketing to women Clean environment when customers walk in- first impression, cleanliness is a part of sales, also for your employees Adding cleanliness and masculinity into business Attracts the customer (male or female) that will be the most satisfied with the quality of service you offer Inspire women to post on google reviews Market yourself if women business owner Free car care clinics for men/ women- checking fluids, changing tires etc. Educate and empower them. Advice for margins/cost management and becoming profitable Find a coach/smart group/ 20 group/networking group When you become profitable you are able to pay technicians more Not getting hung up on “list price” from part supplier Margins are going to be all different dependent on your area- goal is to keep and gain customer, sometimes have to adjust margins Value of part that is charged- warranty and safety Business during the pandemicContinue to wipe down cars and steering wheels Shopware-contactless business, digital communication Touchless doesn’t mean voiceless or that you aren’t going to build a relationship with them Changing the hiring process using Zoom Zoom interview with everyone in shop- takes about 2 hours Allows other employees to have say in interviewing process Can also do work trials or video resumes Resources: Thanks to Jamie Carlson, Rachael Wacha, and Emily Chung 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 segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Randy Pickering As a 4th generation automotive “lifer”, I have learned that vehicles come and go, are broken, and fixed, but the relationships with our customers far outlast their transportation needs. I am committed to ensuring that every customer of ours is completely satisfied after working with our team. We work diligently to provide peace of mind to all of our customers by treating them as if they were part of our own families. I wanted Pickering’s to be an environment that reminded our customers of a time when your technician and service advisor were more than just the people who took care of your car, but rather individuals who remembered you by name, genuinely took an interest in your life and built a relationship with you. We believe our industry should not differ from any other industry in how we perform customer service. Just because we are in the auto repair business does not mean customers should expect poor customer service and abuse, as many customers believe they receive from others in our industry. We will greet our customers cheerfully, excited that WE CAN resolve the auto repair problems they have. Knowing that with our resources WE CAN help them get the fullest life use of their vehicle. We want to earn our customers trust so they are comfortable and confident with our integrity and abilities to have us take care of their car concerns. We want our customers to be satisfied, as never before, in our industry. We hope our customers will become our raving fans and feel the need to express their experiences to others, recommending our facility to them. Key Talking Points: 4th generation business- sons will be taking it over next and become 5th generation Had a medical emergency with lungs and had to take 3 months off- sons enjoyed stepping in and wanted to make some changes. Randy realized it was time to transition. Transitioning getting out of business- finding another source of income which is coaching for Elite Worldwide Felt positive about transition- has great employees, customers and processes/procedures/systems in place already Hasn’t been in the day to day part of business in last 3-5 years Training and being involved in associationsIncredibly important part of business- started being involved in ASA in early 1980’s Sons both wanted to join 20 groups on their own Opening second locationWanted expansion to have solid exit plan in future Sons are looking toward opening 3rd location- both positives and drawbacks, how much time are you willing to put into business in order for it to grow? Internal candidate for succession plansLook internally and shift your hiring- “Is this person a potential candidate for my business?” Being successfulCustomer service- giving them an experience and treating them so they want to come back Having a succession plan in place- anything can happen at any moment in time, carve out specific roles and learn to let go. Setting and attaining gross profit percentages Best advice- hire a coach early on and enjoy your family Resources: Thanks to Randy Pickering 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. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com/register This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/OHHmBmGD0QY The Panel Bryan Kelley, owner of Valley Automotive Electric and Chairman of ASA Northwest. Brians previous episodes HERE. 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. 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. Key Talking Points: Build your pay plans to accomplish the goals you want You can not have a business-focused incentive plan. The individual and team must play a big role. Must be a win-win for both. If a shop doesn’t feel they can’t afford people, they aren’t charging enough. Find ways to afford your people The reward for their performance Incentivize the individual so they can earn what they want based on their contribution to the business Some employees are not worth what they want or need to earn. No problem moving on. Some pay plans allow a great income when milestones or goals are hit. Put the power in the employee’s hands to be an ‘earner’. You need all the measurements to show your people their opportunities. Therefore good, smart Key Performance Indicators. (the numbers) You must track lost sales to find the potential that exists. It is all connected; for example, a good inspection program gives the service consultant the power to sell. That information equips the service consultant. Bryan Kelley:Not everyone is money motivated. We make that error often There are other motivators:Time off Praise Teamwork Ownership Don’t lose the second half of the equation. Don’t dangle a stick and carrot Provide them an incentive to grow Caveat: consider your state’s laws around discrimination in pay plans It is about the culture you create if you instill strong incentive plans because eventually, everyone needs to be on the same page going in the same direction working toward the common goalCulture before pay plans There are creative ways to accomplish incentive plans for individuals. Incentives can be:Time off Retirement Health care Tool stipend Toolboxes (no tools) built-in for each tech If they don’t own a toolbox, you can buy one to get them to come on board. You also need to have comparable and competitive benefit programs with competitors in your market. Tailoring plans to each individual considering your state laws Be sure you have a total compensation page so your employee can see it at least quarterly. The grass is not necessarily greener somewhere elseMany HR support companies have this online for each team member If an individual wants three weeks vacation and you cannot and it would be discriminatory: find a way to compensate them for taking a week off without payThink outside the box Instead of a silver bullet, come up with a ‘silver idea.’ Bill HaasPay enhancements:Additional hourly money based on continuing educationSame for ASE or smog license (depending on your state) Remain certified Pay on production goals or gross margin You may have a strong culture on training, so you may not need to incentivize training What you concentrate on for incentive pay they will value; what you don’t, they will not value Idea from Bill:Set production hour goals for every technician. An individual based on their knowledge, skill sets, experience.They get a production bonus based on hitting that goal, and it is tiered. Also, a sold hours bonus goal for advisor Seth:Hourly with an incentive for production. He does not believe in flat rate BryanFlat rate with good culture and incentives is alive and well. How you delegate and systematize is important Sell work and diagnostics correctly is key to flat rate Things will go wrong, and you have to have a plan to make it work Bill:When they evaluate comebacks, it has less to do with their credential experience, it has more to do with attitude. You cannot fix a bad attitude with a pay plan.If you give a raise because they ask, does that fix their attitude? Bryan:Attitude is the biggest indicator of performance and comebacks Trying to motivate through a pay plan or dollars is just manipulation. Don’t force people to do things with dollarsNext time an employee is in a bad mood and asks for a raise, you’re in a negative spiral You must discover the core of the bad attitude Keeps a chart on the 23 motivators of people (see below) Seth:His operations manager, who is an executive, gets a vehicle stipend. This is his motivator. Check with your state before you do any off structure They do ongoing coaching to test for attitude. An employee always asking for raises may have a money management issue. Seth enrolled the employee in a Dave Ramsey course. An exceptional manager can manage 3 - 5 people A good manager can manage 2 - 3 people He sets up pods to manager can get to know their people Bill: Failure of leaders is they fail to listenIt is easy to know what your people need, just listen to them. What do they want in their job and their life Bryan: Managing diagnostic time must have full disclosure with customers and start at 2 hours. If not it is a loss for everyone.Seth has different plans to protect an ‘A’ diag tech Bill: Looks at gross marginYou need tech production. Also has goals for calculated labor sales vs actual labor sales Looking at gross wages paid vs actual labor sales Looking at gross profit per individual This prevents the diag tech from feeling he is not making money. B tech must produce more than the A Diag tech. Share goals each week, so all techs see each other’s numbers. Support your plan by the math Bryan: Don’t overcomplicate a plan by showing the detail it takes to come up with the incentive/plan. Keep it simple when you show the numbers.Understand your business and your culture, then create a plan It must be a win-win for employee and business. You must understand your KPIs Teamwork and independent working must fit into the plan. The entire team and personal production. You can incentivize the individual to get the team. Seth:Build it for your business and employee but understand their individual need. The target can move. He believes in rewarding individual and team goals. Bill:The best pay plans work for the best employees. Resources: A special thanks to Bryan Kelley, Seth Thorson, and Bill Haas for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

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. Key Talking Points: Becoming a Financial Adult- 85% of 65 years or older don’t have access to $25,000 Focusing on money doesn’t grow money. Creating VALUE grows money. Using money COSTS money. Every time you convert your assets to cash your wealth actually shrinks (fees, taxes, charges). Money IS NOT wealth. Wealth can be turned into money, but money can rarely be turned into wealth. Keeping the value of assets in money usually causes them to decrease because of inflation. Value dilutes over time. Using borrowed money magnifies all of these problems! When you focus on “value,” then you will get money (service business, online business, regular job). If you’re not earning the amount you want, then look at what value you are creating for other people. Technicians creating more value for themselves (training, classes) Keeping your assets in “money” will cause you to lose money. Appreciating asset (land, a business that is growing ), depreciating asset (car, boat) “Fiat Currency” is currency not backed by anything solid (ex. gold, coins). It is money that has no intrinsic value (a paper dollar bill). Fiat currencies tend to collapse over time. In the U.S. we have "at currency with no intrinsic value backing it up (no gold in Fort Knox). Currency is not secure. Value is secure. Debt evolved from a tool we only used responsibly when needed and paid off as fast as you could, to a new paradigm where we accept debt as the way things work. The idea that debt is a reasonable way to live our lives really hurts us.” Look like you have wealth when you don't.” “Consumerism” is the idea we can consume our way to wealth and happiness. 100 years ago it didn’t exist - we only bought based on needs not wants. Now we buy wants to express ourselves and to be an individual and to get status. What’s the problem with consumerism? We are buying things that we don’t really want to impress people we don’t even like (“conspicuous consumption”) to make us feel important. Consumerism is fostered by large companies that have an interest in you feeling insecure about yourself, in order to incite your self-expression mechanism, because they make money when you do. Consumerism to feel better or impress others doesn’t work and it robs our future. Difference between want and need. Practice a pause when purchasing instead of impulse. Competition and insecurity are motivators for impulse buying. Use logic not emotions. The old paradigm of “entitlement” is being obliterated. The problem is that having a job (instead of having a craft or working for yourself) is precarious. 70% of us work with knowledge in our head. We are going through a transition from tangible reality to knowledge-based reality. You can’t count on the industry you are in today to be around in a couple of years. Let go of “the job” as a paradigm of reality. The world does not owe you a job. If we want to create success,we have to grow up and turn ourselves into someone that others seek knowledge from. We have to admit to ourselves that we have been behaving like spoiled financial teenagers. We never really learned and we stayed adolescents and we relied on others to take care of us. Now we have to grow up and become financial adults. Take 100% responsibility for where you are now and where you are going in the future. To the extent,you can create value for others you can build wealth. There is a “critical distinction” between spending (buying liabilities that will drop in value, like a new car) versus investing (taking money and trading it for assets that go up in value over time). The productive thing to do with your money is actually counter-intuitive. It’s not obvious how to invest, but it is obvious how to spend it! Learn to make the distinction between needs and wants. Each person comes pre-wired with the mechanism to know if something is a need or a want. All we have to do is to ask ourselves. Business Builders Mentor and Mastermind USA www.bbmmacademy.com Business Builders Mentor and Mastermind USA CHALLENGE Resources: Thanks to Jerry Kehzaya 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. 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 segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Bill Hanvey, President and CEO of the Auto Care Association. Bill is engaging the automotive aftermarket to get involved in letting your legislators know the issue about data. Your help is needed to help in amending the right to repair legislation. Learn everything you can about this fight to amend the right to repair legislation. Ownership of Vehicle Telematic Data Must Flow to the Vehicle Owner. Do you know that a car collects data as you drive? By 2022, 87% of new vehicles will be transmitting telematic data wirelessly. But who owns the data? The car manufacturer does. Without access to data, the independent service professional will not be able to get specific diagnostic data from the vehicle. Bill leads the strategic direction of The Auto Care Association’s 3,000 members and 150,000 companies representing automotive manufacturers, distributors, and service providers. Find Bill’s other episodes HERE. Aaron Lowe, Senior Vice President, Regulatory and Government Affairs. Key Talking Points: Massachusetts Question 1 - “Right to Repair Law” Vehicle Data Access Requirement Initiative (2020) Find detailed data on the position from both sides and the support for and against: https://bit.ly/3iUdRFx OEMs have invested $25 Million against this The aftermarket does 70% of the repairs The stakes are high and federal is following this Who has the data will determine who will repair cars in the future Ad campaign from the OEMs are telling the consumer that they will be stalkedThey are playing on fear They do have a foundation to stand on for why they should not allow access to mechanical data except for monopolization In Europe you have to do to the OEMs cloud for data and pay for it Aaron Lowe “If the manufactures determine the terms of the data, the independent part of the industry is dead”. This is a anti consumer initiative that would take choice away If they totally controlled the data the OEMs could determine who sells their cars Bill Hanvey: “It is ironic that the OEMs are criticizing the aftermarket for an accusation that is not true about accessing personal data, yet their business model is built upon selling that personal data”. Aaron Lowe is working with other industry groups and associations to work on federal legislation Opposition is spending a lot of money because they have a bad message In 2012 we won the Right To Repair by a 84%-16% margin. It won’t be that wide this time Message is simple: concentrating on consumer choice. It resonates with consumers and the voters in Massachusetts Any shop in Massachusetts please pass on the need to vote yes. Get the marketing materials to your customers. Go to massrighttorepair.org or email [email protected] Big supporters of this initiative are:CARE: Coalition of Automotive Repair Equality All the major retailers and distributors AWDA This is not the time to sit on the sidelines. Everyone's help is needed Vehicle data ownershipMost people don’t know their car is transmitting data- have no control of data People who are made aware want to have control of data and be activist Telematic data- transmitted wirelessly, by the year 2022 87% of new vehicles will be transmitting wirelessly Right to Repair- passed in 2013, make nationwide program. Same access as the dealership. Telematic data left out. Have legislation to amend the Right to Repair Act to include telematics data. Pursuing ballot question for voters to vote if legislation doesn’t go through.Hoping by Fall of 2020 legislation or ballot will be passed 66 sponsors of the bill, need 100 to be sure it will be passed Get involvedLet your legislators know the issue of data Create a relationship with your congressperson- have them visit your business to hear your story Autocare.org – government affairs section, telematics petition Yourcaryourdata.org – download information to educate employees and customers Educational campaign- activate industry Tariffs-tax on the American consumerWill affect consumer Consolidation of industrySuppliers and distribution- service provider next Opportunity for buyer and seller of businesses Resources: Thanks to Bill Hanvey and Aaron Lowe for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com/register This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/_X2_dLgqJ0E Bob Ward is the President of Wardden LLC, Bob began his business career at a franchised car dealership, overcoming obstacles to learn and earn the required skills to become Controller, General Manager and then, a minority owner of Tacoma Dodge in Washington. A native of Seattle, Bob serves as a financial advisor and consultant to small business owners throughout the United States. He believes that your business should always be ready for expansion or sale, you should get paid for what you built and, when you decide to leave it, your company should continue to prosper. He believes in a Perpetual Business where there is Value, Continuity and Legacy. Look for Bob’s Previous Episode HERE. Warden LLC website HERE. Steve LaFleur, owner of Prescott Import Car Service in Prescott, AZ. Steve has made an agreement with two internal candidates to pass on ownership. Steve began his career in the automotive field as a technician in 1976 while working for Volvo and Mercedes dealers and has held an ASE Master certification since 1978. In 1983 he went to work in the shop that would later become Prescott Import Car Service, purchasing it from the owner in 1985. In 1992, Import Car Service became an authorized Bosch Car Service Center and a Volkswagen Authorized Service Dealer, performing O.E.M. warranty repairs and service for VW and Bosch products. An ASA member since 1988, he received an Accredited Automotive Manager degree from the Automotive Management Institute in 1998. Steve was president of the Prescott chapter of ASA Arizona from 1997 to 2000 and continues to be active at the state and local levels. In line with his desire to strengthen his management skills, Steve was a member of the Bob O’Connor Bottom Line Impact Group (a focus group for independent repair shops) for several years and afterward was involved in a state-wide “Twenty Group”—an offshoot of the O’Conner organization—made up of several state-wide independent repair shops. Committed to running an ethical business, he sits on the advisory board of the Better Business Bureau of North Central Arizona. Now nearly forty years later, Prescott Import Car Service has evolved from a small one-person shop into a six-bay, eight-employee operation, with about $1.4 million in sales annually. Dave Mendez, co-buyer of Prescott Import Car Service and a 10-year employee. Key Talking Points: 85% of all small businesses do not survive the departure of the current owner. They will sell as liquidation or sold to an inside or outside buyer. Only two choices You plan on selling your business on the day you open We are going to leave this planet and we are going to stop working someday. You need to have assets to sustain yourself when you retire.You must plan for it Steve has been in business for 35 yearsHe has included his people in business decisions for a long time That helped prepare them to understand the business better Open your mind to listen to your peers on succession planning. Ask and learn Consider having serious discussions with internal candidates to find their tolerance for becoming a business owner. With every interview, you must put succession or ownership on the table to find out the potential employee’s leaning. Give people the possibility of more than just a weekly paycheck. Steve took a class from Bob in July 2017 on building a ‘Perpetual Business’. The place to start:The realization that you are leavingTragedy may strike A call to action in the event of a tragedyPasswords, Signing Checks You can do all of this to prepare for succession. Discover if there is a great chance to sell to a cash buyer outside the company You must plan Consider allowing an opportunity to the people who have helped make your business great.They must have passion and commitment. You can solve for all other needs, but passion, commitment, and dedication are required. Give your internal team all the tools, mentoring, coaching, learning Decide to get a signed, sealed agreement by a certain date. Your internal candidate can be nervous about becoming an owner and that can be humbling and challenging. In this case, the wives were on board with the transaction. One in four succession plans include two candidates according to Bob’s practice The transaction must feel right or it will fail.The relationship must be strong and there needs to be a strong bond. Internal candidates: Think of them as partners and if you can imagine that, they may be consideredYou will look at your employees differently. Who has the aptitude and passion for being an owner? Essential conversation for every staff member“I am always planning for the continuity of my business. What is most important to your career. Where do you see your future, ultimately?” Owners earn the people they have, and their success. Outside candidates may not necessarily treat your customer the same as you than an internal candidate has understood. Start planning now Find a new employee for a needed position. No matter the position. Put this statement in your ad.‘The possibility of ownership.’ You may attract a candidate who has this goal. Break the ice with your people. Ask. You must discuss with wife, family, and what does life look like after a sale. It takes time to build a transaction. The people are the business. They make money. They are your most important asset. Business owners must have an ownership culture in their company and build their company around the team.Everyone can be treated like a partner with that culture. It is the growth and development that is the highest calling of leadership. Quote from Harvey Firestone Resources: A special thanks to Bob Ward, Steve LaFleur, and Dave Mendez for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training. More about Brian Gillis… 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores Hired and Trained over 2000 staff members Budgeting and Profits Brian’s Specialty Smooth as silk with customers Brian’s previous episodes are HERE. Key Talking Points: Processes and proceduresStart with SOP- using dropbox/google docs as place to store it. Can easily update dropbox as things change with technology/equipment etc. You can also add documentation and videos. Blank template that has 4 questions- Why am I documenting this procure? Who will be responsible (who will create it and who will execute it), what are key elements? How is it done step by step? Majority of SOF’s you do want to involve your team (with few exceptions). It’ll be easier to have input and have buy in for employees. Follow up procedure and method to do so Essential for becoming multi shop business Example- answering phoneHow- most important and often the most difficult. Scripts can be helpful to capture vehicles, continue professionalism, time management and be consistent. Inquiry, oil change call, price shopper Why do SOP?Improve value of business Training for turnover and validating your team and associates (someone changes position) Keep employees consistent- validate with employee then hold accountable Biggest struggle- how do we run our business?Start by thinking through your regular day- Define the particular way you do things Failure to perform- Don't know, can't do, or dont care. Eliminate the “don’t know” by having SOP’s and eliminate the confusion. Most shops have procedures but they aren’t documented- additional time training over and over again Link to Brian's Company: You Net Results HERE Resources: Thanks to Brian Gillis 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 segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Carlo Sabucco, 2nd generation owner of Sil’s Complete Auto Care Centre. My father started the company September 1976, I joined in 1994 and succession of ownership in 2009. Company is now a 7000 square foot facility with 8 bays and 6 wonderful team members. I would never be here today without the team, the help of some amazing coaches, my peer group for the last 16 years, and lastly my wife Melanie. The last 2 years has been a steep learning curve of C Suite coaching, personal development, learning to be a better leader and focusing on where the industry will be in 5-10 years and preparing for it. Listen to Carlo's other Episodes HERE. Dave Schedin has 40+ years of experience in the automotive field. He has extensive General Motors University Automotive & Business Management training and is a graduate of the Arizona Automotive Institute. Dave began his career as a young lad in an independent shop in ’79 and began working as an Apprentice Tech advancing to a Master Level Driveability Tech. In ’86 he moved into the dealership arena as a Lead Driveability Tech and obtained both the Chevrolet and ASE Master Technician status and became a Shop Foreman overseeing 24 Techs, Assistant Service Manager, Service Manager to Fixed Operations Manager. In ’97 Dave started and managed “Dave’s Auto Repair” in the Pacific Northwest where he took that business to a near million-dollar sales level in under FOUR years by implementing and continuing to developing the “CompuTrek Automotive Management Systems.” Since 2006 Dave has been coaching and training to help shop owners achieve on average $200,000 in NEW GP dollars in 12 months Dave and his partner/wife Bonnie Schedin also carry extensive Leadership and Personal Self-Development coaching and training at an advanced level. Through both personalized and highly effective ‘team’ training & seminars, they offer well-rounded coaching for the automotive professional through experiential seminars. Listen to Dave's other Episodes HERE. Bonnie Schedin, a Certified Assessments Practitioner, has 30 years of experience as a business owner and has held positions in government and City departments as well as the public sector in human resources, marketing, and employee life coaching. As an HR Professional and Certified Assessment’s Practitioner and Integrative Life Coach, her diverse background working with all people groups from every employable arena has supported her passion to help transform cultures and build teams with the use of streamlined and simple to use technology that carries high levels of validity. Bonnie employs an industry-leading ‘job fit’ assessment tool to support business owners to not only onboard, but help produces stronger leaders, increase overall staff satisfaction, CSI ratings, and revenue simultaneously. Bonnie and her business partner/husband Dave Schedin have extensive Leadership & Self-Development training at advanced levels and are Certified Master Level Coaches and Trainers. Through both personalized and highly effective ‘team’ training & seminars, they offer well-rounded coaching for the automotive professional through experiential seminars, one-on-one coaching , and ‘real world’ training. They make their home in Southern Idaho. The CompuTrek Group’s commitment is “discovering and unfolding solutions’ for business owners and their employees to support strong relationships and higher customer service satisfaction. Listen to Bonnie's other Episodes HERE. Mark Simons of Rolfs Import has 2 locations and is a major part of ASA NW. With a staff of experienced, professional ASE Certified Technicians, Rolf’s Import Auto Service is the premier import auto repair and service facility in the Lakewood, WA and Fife, WA communities. They provide expert vehicle computer diagnostic services as well as complete auto services and repairs ranging from engine and transmission replacement to wheel alignment and brake service. Key Talking Points: Who? Pneuma (pron: nooma) Advantage is a division of The CompuTrek Group, Automotive Management Systems, Coaching & Training. Together they have partnered with one of the largest global assessments company to provide businesses with a 99.9% reliable and high validity assessment used to understand their candidates and employees. Using reliable, validated solutions to address your key talent management issues, Pneuma Advantage can deliver immediate results via clear, actionable reports that also provide interview questions. What? Two Important Assessments The Step One Assessment is a very cost-effective, brief, 15-min pre-evaluation of an individual to determine whether or not you wish to consider them further. Basically, a screening tool early in the candidate selection process. It is scientifically designed to assess a candidate in areas of Integrity, Reliability, Work Ethic, and Substance Abuse tolerance. It also gives you valuable interview questions that CAN be asked during an interview directly related to their answers as well as a distortion rate which can tell you whether or not they answered consistently. The PXT Select Assessment measures how well an individual fits a specific job(s) in your company. The ‘job matching’ feature is unique because it enables the manager to evaluate an individual relative to the qualities required to successfully perform in a specific job. It is used throughout the employee life cycle for selection, onboarding, managing and strategic workforce planning. The PXT will exponentially help you as well in Pre-Hiring during the interview and selection process. It identifies people who have the highest probability of being successful in a role and provide practical recommendations for maximizing performance. We also provide a Coaching Report that will give you pinpoint accurate interview questions and tips directly related to areas that new candidates (or current employees) are OUTSIDE of a ‘top performer’ pattern for any one position and how hard you and they will have to work at getting them to the place you want them to be operating at. This report will also clarify additional training an individual may need thus, GREATLY reducing the interview time. It measures cognitive scale, behavioral characteristics, and whether or not the job they are applying for is a top interest. It shows you how to use this knowledge to increase employee performance and ensure you have a great fit to ensure you have the most thorough view of the respondent’s data and who they are at core level. Where? All assessments are completely online, anywhere there is an internet connection. They can also be completed by hand, but need to be done in person. Booklets are available for the Step One only because the PXT Select is adaptive and will provide next level questions contingent on the previous questions the candidate/employee chose. No two questions the same for each individual. When? Anytime you are hiring, on boarding or succession planning within your company. Why Assessments? There is a very real need to support businesses to enhance the eco-system of their organization through it's greatest asset...PEOPLE. In this age of information, ‘job fit’ high validity assessments support managers in their pre-hire, on-boarding, succession planning and leadership development process. Pneuma Advantage helps businesses leverage and streamline their hiring process and leadership goals by positively affecting your company’s bottom line with activated, engaged and productive employees…the LIFELINE of a healthy business culture. LINK TO PNEUMA ADVANTAGE HERE LINK TO COMPUTREK SYSTEMS Resources: Thanks to Dave Schedin, Bonnie Schedin, Carlo Sabucco, and Mark Simmons for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by 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 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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/QesNYucngag Panel: Brett Beachler, is Vice President of Beachlers Vehicle Care and Repair, Peoria, IL. Brett has been in the automotive industry for 30+ years and is third generation family. He started in the family business at about age 13 maintaining the business property. Brett graduated from Bradley University with a bachelor of science in business. He departed the family business to work in the corporate world for four years. His Dad, Terry, asked Brett to re-join the family business. Since that time, Brett has not looked back and has enjoyed almost every minute of his time in the family business. Listen to Brett’s previous episodes HERE. Bill Thompson is the President of IMR Inc. Founded in 1975, IMR conducts syndicated and proprietary market research studies that focus on the automotive industry including the automotive aftermarket, heavy duty and fleet segments. Since Bill joined IMR in 2003, the company has expanded its research portfolio and service offerings to provide a wide range of strategic and tactical solutions that provide insight into your most pressing questions. With a focus on industry trends, consumer and repair shop purchasing behavior, channel trends and many other important metrics, IMR’s research provides insight into your market that can bring you closer to your customers, distribution channels and market opportunities. Listen to Bill's previous episodes HERE. Key Talking Points: The percent of vehicles on the road that were delaying maintenance, in 2016, there was about According to IMR research, delayed maintenance hit a peak in early August 2020 at 30% and started to drop. Bill believes it will normalize to the norm of 17-18% as the year progresses.This was a direct reason for Covid-19 Brett says the advisors always need to be in the education mode. You always need to explain ’why’ the consumer will benefit from a repair or maintenance. IMR does a weekly survey with consumers to compile this information The trend is up regarding people who are looking at reviews before deciding on a shop. Consumers are also looking for a ‘touchless’ customer experience In Brett does not have his customers making a big deal about touchless and masks. He says his smaller town, he believes, does not make this a large factor in doing business with him.The stats prove out that geographically Financing Options for Major Costly Repair data is at 40% showing that consumers do want options to help them to keep their vehicle safe and reliable. In a recent week, IMR survey showed, 60% of consumers are willing to take a future appointment for their next service/repair. Brett is doing ‘permission’ calling their customer in the future.Your advisors need to be asking questions on the ‘long game’ of your customer’s car. They call and set appointment vs setting the appointment such as in a dentist office or hair salon If we schedule our next dental appointment or hair cut/color why would we not want to schedule our next vehicle service? Too many people say that they will trade their car in so they don’t need to service or maintain what they haveShow them the numbers and they may just realize the cost of money, energy and time to buy a newer vehicle See Brett’s previous episode here on his strategy: https://remarkableresults.biz/town-hall-academy/a020/ He buys a 4-year-old car, keeps it until it reaches 250,000 miles. With the data in the survey, Brett believes he should start to book a future appointment since 60% of consumers are willing to accept. Consider the trust factor as you ask a customer to set future appointments Government (2020) reimbursement is at 57.5 cents per mile (https://bit.ly/35vAI6a)Brett has verified the number and that is a critical number to understand that vehicle ownership is not all gas and repairs Resources: A special thanks to Bill Thompson, Brett Beachler, and Craig Noel for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

If you had known then what you know now, would you have opened your own shop? Every day new shops open in North America. Many of them from technicians who have a dream and desire of opening up their own. For many, it is a life long dream to own their own business. For the majority of new business owners, they are great at the skill but do not understand how a business works. Some owners will lose a team member to the dream of opening their own. They are talented techs and want to build a business around it. Why don’t you help them prepare, even mentor them? The E-Myth from Michael Gerber sums it all up. Everyone can relate to the cupcake maker. To help your team understand the rigors of business ownership and to help enlighten someone who wants to open their own, start to expose the challenges of business ownership. I believe it is healthy to share the backend of your business with your people. Show them your costs from your Profit or Loss Statement. Show them the ways you measure performance and set budgets. Explain how the taxes and bills get paid and the consequence when they don’t. Explain why managing cash is necessary to help grow the business or survive a crisis. (Anyone heard of the pandemic) Explain the value you receive from your networking group or coaching experience. Why processes and procedures are so critical. Who would have thought that your business would have transformed into what it is today had you not sacrificed and improved along the way. You took new-found knowledge and improvised it to work in your business. Think back, would you have it any other way. Probably not. But you wish you could go back 10 years with your knowledge today and make changes. So help our new young people with their dream. Why? We are going to lose many business owners. They will retire, sell, or just close up. Opportunities exist for succession and for new owners to start from scratch. Why should anyone do it alone? We can keep making the aftermarket a strong influence as the preferred place for safe and reliable transportation by helping to raise early success for all newcomers. View the full article

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE. Autotex.me website HERE. Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). It is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. Its 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’s previous episodes are HERE. AAEC website HERE. Key Talking Points: Necessary changes to our Industry terminology because of the profession we’ve become We use too many industry terms with our customers such as work order instead of invoice Business Owner - IN vs Shop Owner - OUT Anyone can own a shop, but it takes a certain person to own a business and be a leader.There is also a difference between entrepreneurs and business owners- chasing a dream and ideas vs looking at numbers in business and building people within a business. Work on your business instead of in your business The business owner should elevate to a CEO - Chief Executive Officer Going from a Trade -OUT to a Profession - IN.A change in mindset and discipline to be focused on making net profit. Client strategic business - IN vs Customer-based business - OUT You have a responsibility for clients and have earned trust. Customers come and go. What makes you unique and different? Your value proposition What do you bring to the table that others do not? You don’t sell clients. You council them. Relationships build trust Council not sell- understand vehicle and client. Changing your mindset using language. If you think of yourself as a CEO vs an owner will change how you approach things as a leaderCEO- IN vs Shop Owner - OUT Service Consultant/Advisor - IN vs Counter salesperson/writer - OUTRelationships built trust Technician- IN vs Mechanic -OUT Invoice - IN vs Work order - OUT The terminology of business software. Acronyms SMS shop management system, DMS (dealer management system) vs POS (point of sale system) Development - IN vs Training - OUTDevelopment classes scheduled for the next year for entire team Attracting younger generation- skill level continues to elevate with the amount of technology within vehicles Business cards for your team members should include their certifications or professional accreditations Change starts with the owner- set expectations and defines the language used within the business You have to understand your people, how to communicate, motivate, and train. Are you training and developing your technician? Are they certified? Continue to develop your knowledge Every team member should have a business card with certifications Instructors - IN vs Trainers - OUT - instructors have done research priorAnswer all questions Have a thorough investment with their time and always continue to work on presentation skills Having great knowledge does not necessarily help be a great instructor. You need to know how to be a great presenter. Always looking at how to transfer knowledge and engagement with student A language improvement starts with the ownerThe owner has to lead Are you taking the time to make your people feel like technicians or consultant DVI does not mean you are paperlessDigital does create a paper trail Pro Market Collaborative - IN vs Independent Aftermarket - OUT VSP - Vehicle Service Professional Resources: Thanks to Bob Greenwood and Chris Cloutier 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 segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer. Learn more about PROimage and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Margaret Palango is the Executive Vice President at Autoshop Solutions, Inc. based in Apex, North Carolina. She has overseen and been a key catalyst in Autoshop Solutions’ growth into the award-winning website design and internet marketing agency it is today. In her role as Executive Vice President, Margaret leads the Sales, Marketing, Services, and Development teams at Autoshop Solutions, as they continue to be the industry’s gold standard for internet marketing solutions. Margaret joined Autoshop Solutions in 2006 when she began establishing its brand position for quality website design and progressive internet marketing. During her time with Autoshop Solutions, Margaret has expanded her responsibilities. She started with direct client management before moving on to managing the entire website production process. Margaret enjoys taking every opportunity to share her marketing expertise with clients, employees, and fellow automotive industry professionals. She now spends her time working with industry partners to bring internet marketing solutions to the Automotive Aftermarket. When she is not working, Margaret enjoys spending time with her husband and children. On the weekend they can often be found driving their cars to a local PCA event. Margaret is an active member of the North Carolina Hurricane Region Porsche Club. 20 Questions: Do you have a strong intuition? Do you listen to it?Yes, daily! Relies on it for difficult decisions, never regrets listening to her intuition. Developed stronger in professional life. Any good habits that you would like to share?During COVID created a habit to do 10-minute yoga, continues to still do it. Sets tone for the day. Creates balance for the day Do you still have the fire you had when you first started?Yes, feels like she's just getting started. Continues to grow and make changes. Stays new and fresh. If you could pick up a new skill in an instant what would it be?Writing (blog posts, stories etc). Would like to develop written communication skills. What is the latest book you read? Big take-a-way?“Fear is my homeboy” How to be the CEO of you, challenge, and let yourself grow along the way. How do you manage work/life harmony?The calendar is the number 1 tool to prioritize. Everything is scheduled during the workday to minimize bringing any work home. Outsourcing chores at home so time at home is more fulfilling. Moves tasks on the calendar but never deletes them. If you could send a message to yourself 10 years ago, what would you tell the younger YOU?Prioritize your personal time without guilt, guilt of trying to be everything to everyone. It’ll all be okay and you WILL get there. What did you sacrifice in the early days to get where you are today?Trying to do it all and running yourself into the ground but doesn’t regret it because she learned from the experience. Do you see obstacles not as roadblocks but as opportunities?Yes, an opportunity every time. Love the challenge. Opportunity to grow. Often shares roadblocks with the team to put together a plan with a timeframe to get done. What do you do for fun?Hike and take drives Any secrets to ‘time suck’?Planning and prioritizing what you consume How much training per year do you get?Personal development- Women in AutoCare conference American Marketing Association- once a month lunch and learns, keeping up with trends How does one start to build a strong business culture?Accountability for your team- when you hold your team accountable it builds trust which leads to teamwork While working remotely they instilled virtual team meetings between different departments for clear communication and collaboration, a virtual happy hour once a month. Happy team members mean happy customers. What are you doing to put the Customer first in your business?Customer success team- training the team and empowering them. Ever made a major pivot in your business? If yes, what?Remote virtual culture 2018 pivoted how they offer services- a positive impact on business. Evaluated based on customer feedback. What is your dream car? Do you own it?Searched for over a year to find 2012 Porsche 9114's What skills do you delegate because you're not good at them?Outsource writing Strong teams always win. What is your winning formula in developing a strong team?Training is the foundation of a strong team. Train, set the expectation, and then move out of the way. Let them make mistakes and learn. If I asked a good friend or peer what is the secret to your success what would they say?Positive attitude and some grit How long ago did you update your website?The new version launch of website in October Resources: Thanks to Margaret Palango for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by 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 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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/18cm_kjNMIA Jessica Carrino grew up in the St Charles, MO area as the only child to Ron and Sonja. She graduated from Western Kentucky University with a Bachelor’s of Science degree in Geography and Architecture. She decided to come into the family business and has now taken on the role of Back office manager for Sparks. When she is not working, she likes to spend time with her husband Mike and daughter Lana. She loves watching Lana at gymnastics and horseback riding. She hopes to one day design and build her own home on private land. Listen to Jessica's Previous Episodes HERE. Ron Tinner from Sparks Tire and Auto, St. Charles, MO a NAPA CarCare Center. Listen to Ron's Previous Episodes 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: Jessica Carr and Ron Tinner from Sparks Tire and Auto. Daughter and Father. Ron is also a part-time coach with Repair Shop of Tomorrow David Justice, Repair Shop of Tomorrow The intentions of the owner and son or daughter need to be known to each other Teaching/training of all aspects of the ‘business’ is a long term job. Give plenty of time for the transfer of knowledge to happenNever assume that a sibling will learn it all through osmosis Knowledge transfer needs to be planned and deliberate If more than one sibling each should know their roles and the parent/family leader must pick a final decision maker in the absence of the dad or mom Parents with family in the business need to pay attention to their desires and input into the business. Succession only happens when you take action. Look to your family and/or team to find a candidate you feel will continue the business. It is difficult for many to talk about succession. A mentor or coach can help you If you start to talk about selling or succession some on the team may think, ‘the end if near’ and consider leaving you. Looking for an internal candidate must be done in confidence. If other family members and only one will succeed with the business, there is a problem with others that may not be in the business, but consider having a right to the business valuation within the parents estate. Owners want to see their business succeed and must pick their successor carefully no matter family or internal candidate. Consider putting money into special accounts for the eventual time when there is cash needed for a buy out especially with a family member to buy into the transaction Ron, Jessica and David speak highly to the ‘Profit First’ strategy by putting money into separate accounts ‘silos’. Find a podcast episode with ‘Profit First’ author Mike Michalowicz here: https://remarkableresults.biz/e421/ There are many creative ways to put money aside. Could be part of a compensation package to earn equity. You need advisors to help you. Attorney, accountant, consider the impact on a trust, if you have one. Insurance agents, for key life insurance on each other. Consult your business coach. Business evaluation. Ron had a huge transition when he learned to work on the business than in it (E-Myth). Listen to episodes on the E-Myth: https://remarkableresults.biz/captivate-tag/emyth-story/ Ron is enjoying helping other shop owners as a business coach as his second career. Jessica is doing things for the business that Ron always wanted to delegate. An example is marketing. She is also very organized and knows her numbers and SMS inside and out. A smart move is to require your successor to have a business coach. One important tactic is to create a critical playbook for the business. A thorough standard of operating procedures. Equity needs to be transferred.There are many elements to consider.Money down, insurance, current profits Setting a timeline Open and transparent discussion Reduction of principle hours worked A general rule is 5 - 7 years to reach a conclusion for the transaction Jessica admits she did not understand the business numbers and she committed to learn them if she was going to become the owner. She watched her dad work in the business and will not have that happen to her. 95% of shop owners are technicians and must understand how to start working on the business. Once they realize they can make more money doing that than working in the business. In Ron’s case, Jessica put money in an account and the business matches it, so when the day comes that money can be used for a down payment and/or for a monthly payment Ron only needs to be at the business now about 2 - 3 hours a day because of how he has transitioned Jessica, however, he still puts in a lot of hours. As his coaching responsibilities increase he will work less at the businessRon is not mentally ready to step aside or slow down. Get a professional evaluation on the property and the business You can set the selling price on a multiple of your EBITA as of today. The contract could state that the final value could change over the term of the contract when the business is totally sold. Selling your business to an outsider, cash flow is critical. Ron says that cash flow is not that important, with a family member. He continues to invest in the business to make it as big as possible for her A family transaction will differ than an outsider candidate because it is family Resources: A special thanks to Jessica Carrino, Ron Tinner, and David Justice for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Customers want a great experience. They have preconceived expectations on how their experience with you is going to happen. Will it be as good as in the past. Will it be better than the dealer or the shop they patronized who is now closed? Every time we set out to do business, even a trip to Macy’s to buy a shirt, we have a preconceived notion on the shopping experience. I recall getting a special discount because I hadn’t brought in the coupon from the newspaper. I didn’t even know about it. The clerk just did it and told me. I was elated. I haven’t forgotten the unexpected surprise that made the transaction memorable. You have a huge responsibility to keep your customers long term and to gain new ones based on everything you do (the pandemic notwithstanding). The one special surprise that the customer is not expecting will be a memory maker that will stay with them for a long time. You know exactly what you can do with each transaction that will be the one little ‘extra’ that is worth all the marketing monies you spend to gain new customers. Start making a list of unexpected services you can do to delight your customer. Make a big deal about it when you close the transaction. With our touchless transactions today, be sure to document on the work order, text what you did, send an email, or call the customer with the surprise. Be a memory maker. View the full article