carmcapriotto

John and Karen Manelas both hold a Bachelor of Science degrees in Electrical Engineering. They worked in our fields for 15 years before deciding to go into business for themselves. They looked at restaurants, flower shops, engineering firms, etc. They decided on automotive because a love of vehicles and they both perceived the level of service from the industry left much to be desired...especially as it pertains to treating female customers. So, they decided to purchase a shop from a burnt-out business owner. (He is still with us as our operations manager, 16 years later!) We took a very big risk, borrowed money from a relative, the bank and the SBA. They went from making about $150K/year combined to about $50K in their first year in business. John and Karen purchased their first location in April 2004. They expanded into their 2nd location in 2011. They bought out a former 20 group member in Maine in 2013 as their 3rd location. They purchased a former Chevy/Chrysler 14 bay dealership in 2014. In 2016, they purchased an import auto service business and converted it to an Auto Care Plus (store #5). In 2017, they purchased a Volvo Specialty Repair Shop which they decided to then re-brand and create a new brand for us calling it Euro Care Plus. In 2019, we did our first non-acquisition "build to suit" venture erecting an 8 bay facility with upstairs offices for their Corporate headquarters. They also decided to lease the rest of that building where we are preparing to open a Hybrid/EV specialty division to be named Electrified Auto Care. They now have 7 locations (5 of which they own the dirt). 6 Locations in NH and one in ME. Key Talking Points: Husband and wife team that met in collegeBackground in electrical engineering Wanted to leave the corporate world with traveling weekly and become own boss Started to look at different businesses to buy- looked into auto shops. Always had an interest in cars and felt there was room for improvement with how women customers are treated in a male-dominated auto industry. The previous owner is still with the shop as operations manager Has 7 locations now Was approached by a broker and bought the property for location #2- found the right manager for it Had advice from a multi-shop mentor and went to a conference- Both left with shared enthusiasm after attending together. The power of networking. Getting a third store helped streamline processes and procedures John always wants to continue to grow and he is able to do that the best when he is outside his comfort zone. Master a skill then go to the next level. Prepare yourself mentally to put a lot of work into each location opening initially and hire the right staff The most important thing to know about business is the numbers- it’s like playing a game without a scoreboard When purchased shop became apart of a bottom-line impact 20 groupSounding board for advice and camaraderie with other shops- accountability Surround yourself with people who are successful 60-70% of clients are female Positive feedback from customers when they see female pictures on the wall in the shop . Have women technicians/service counter employees can be encouraging for female customers but discouraging at the same time for male customers How do you start without big capital?Where there is a will there's a way Acquisitions, lease, owner financing, SBA loans Resources: Thanks to John and Karen Manelas 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 recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available. Learn more about CarVantage and the hundreds of other benefits NAPA offers. 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

David Boyes is the President of Today's Class, an online learning organization that has been supporting the automotive industry for more than 20 years. Prior to joining Today's Class, David managed software consulting organizations for ABB, Oracle, and Accenture. He holds an MBA from Purdue University and a BS in Industrial Engineering from Kettering University. Paul Pate is the Director of Professional Services for Today’s Class. Paul drives the strategy and development of technical content for the groundbreaking, adaptive learning platform – Today’s Class Technician. Paul has demonstrated a proven track record of developing relevant training courses, programs, relationships and partnerships within the automotive industry. Paul’s passion is helping adults succeed. He has done this by serving in the role of training program developer and training manager. Prior to his most recent experience as a training manager for a major OEM, Paul served as a college Dean of Applied Technologies, and as an automotive instructor. His service in public education lasted for 25 years. Paul earned his Master’s Degree in Instructional and Curricular studies, with an emphasis specifically in adult learner development. Paul has been an ASE Master Certified Technician for nearly 30 years and holds many other manufacturer level certifications and an SAE credential in Advanced Hybrid Diagnostics. Well versed in the alternative fuels’ technologies of natural gas and hybrid/electric vehicles, Paul has authored numerous technical articles and developed technical curriculum in these areas. As a technical instructor in the alternative fuels area his clients have included Frito Lay/PepsiCo, Fed Ex, UPS, Volvo, Mack, Ford, Chrysler and many others in the U.S. as well as other companies abroad. Paul has been twice appointed by two different Governors to serve on committees that developed legislation to protect automotive consumers and he has served on committees with ASE and with SAE. Key Talking Points Training during the last 20 years- audience has changedLess patient, want information immediately Expectations are higher for format and accessibility and desire for information to be targeted Make training efficient- jump in and get knowledge, ask and answer questions then move on Vehicles are rapidly changing- have to change training from event based to daily part of culture Today’s ClassFocused on what you need to learn Focused on data to make experience impactful Traditional learning management system (LMS) the learner signs up for a class vs training sessions day to day basis 4-6 minutes long, assesses and trains you from foundation level, as gathers more data it can start push new content, or focus on new release (technology or safety) or knowledge retention Confidence plays a role in employee performance- measure confidence and knowledge over time, and track weaknesses through algorithm. Employees can evaluate team individually with strengths and weaknesses Don’t have “Tests” instead it is termed Adaptive Learning Interactions- wrong answers are greeted with why it was wrong and why the correct answer is correct. Not designed to quiz or test technicians but to teach. Technicians enrolled in Today’s ClassHigh engagement with technicians logging in multiple times a week because short classes Rewards points allows them to compete with each other COVID-19Reassured where online training is going Forced businesses to find different way to train Todaysclass.com and todaysclasstechnician.comEasy to get started and manage Resources: Thanks to David Boyes and Paul Pate 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/LOkePodEzpA 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. Bob Greenwood is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE. Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE. Key Talking Points: Must know your true cost of doing business to set your labor rate. Know your numbers. Always review them. Multiple labor rates are needed today. One catch-all labor rate will not support the sustained profits necessary to survive Minimally you need three labor rates:Maintenance Rate Diagnostic Rate Re-Flash Rate Additional to consider Fluid Installation Rate Tire Inflation Rate Do not look down the street to set yours. Understand your business A formula is necessary. See below slidesCost Per Billed Hour Formula (CPBH) Bob. Technicians wages need to be expensed not put into the cost of goods for his formulas to work You may have a productivity problem, and the formula will help you determine that The only way you can lower your cost per billed hour is to increase the number of hours you bill.The industry is stuck on sales and activity but should be measuring productivity You may have big sales gains, but have little profit to show as a percent of sales Labor rates on diesel and fleets should be different Rethinking labor rates are critical because when parts are not sold in conjunction with labor you will be making less money at your standard labor rate See slide on show notes page: Setting Your Door Rate for the three basic rates. Below shows two different formulas to discover your three labor ratesMaintenance Door Rate4.5 Times Top Technicians Basic Hourly Wage 85% times your CPBH Diagnostic Door Rate5.35 Times Top Technicians Basic Hourly Wage 125% Times Your CPBH ReFlash Door Rate6 Times Top Technician-Basic Hourly Wage 135% Times your CPBH We are in a knowledge base business, and we must be paid to cover your costs to obtain and sustain that knowledge The Cost Per Billed Hour (CPBH) reflects your efficiencyIf you are inefficient, your cost per billed hour is going to be higher If you are efficient, your cost per billed hour is going to be lower You’ve got to understand your numbers inside and out today Bob recommends twice a year review of labor rates and CPBH Your labor rate should respect the competency of your team You also need to understand the average billed hours per Repair Order (RO)It helps you see how easy it would be to raise your labor rate How many diag hours should we bill vs maintenance hoursMeasure this. Bob suggests today: 25% of your maintenance hours should be diag hoursIf you bill 100 hours of maintenance, you should also have 25 hours of diag billing Diag hours are when you interpret or analyze informationTest driving you are analyzing Scope time is analyzing Consider using a labor matrix on your shop management system Bill decided years ago to be the cheapest shop in town that has the highest prices. Job was done right the first time He tasks his technicians to recommend the labor time it is going to take to do the job right We need to be courageous enough to charge what we are worth and have a conversation with your customers: why. We work on one of most complicated vehicles that man has ever created Labor is the future focus. Your labor rate reflects the value proposition you bring to the tableSafe, reliable, and efficient is what you do for your customer. It requires skills that you need to keep up on. Calibration Labor Rate will need to be calculated as an additional rate necessary as you consider doing calibrations. We are a knowledge-based business. The trade days are gone this is a profession. Bob Greenwood Once you know CPBH, you can calculate your gross margin on every RO If you have a pure labor job you quote the job. Take the cost per billed hours times 20% Become client-focused; use quality parts.Your labor rates will reflect your quality Always consider the investment you must be making, which will require monies; therefore you need to be paid for what you do at the rate that allows you to invest. Resources: A special thanks to Brian Gillis and Bob Greenwood 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

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. Key Talking Points: Gender isn't an issue until you make it one- mindset isn’t excuse one way or another Directed away from gender and focus on the skills of any technician People’s bias or judgment is on them and they can choose to believe what they believe- we can choose not to accept it for ourselves. Don’t let other people’s judgments be apart of your identity Both men and women can be insecure “Priming”Saying something you want to prove it right or primed to think about it more “If you enter trades as a female it’ll be hard for you and people will be biased against you..” etc then that woman will be biased to look for it. Self-fulfilling prophecy The stereotypical idea that females should be on the counter in shopsTypically women have the perception of being better communicators but the role should be based on characteristics and personality, not gender “Hiring female to fulfill quota” can be male insecurity when applying and not being hired- easy excuse to make Friction in cultureEasiest and quickest difference between employees is “I’m a guy, you’re a girl” instead of diving into what the real issue/problem is Take “women and men” out of your vocabulary Resources: Thanks to Emily Chung for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Are change forces blowing harder and faster than we realize? And are we creating them? A restaurant in my town decided to rent some space in an office tower next to our AAA Ball Park. It just happens that the Toronto Blue Jays are playing there because of the pandemic (Canadian/US border lockdown). All US teams will play Toronto in Buffalo. There are no fans allowed in the park Fans are desperate to see sports and watch a major league team. Did I mention the space the restauranter rented as a 360-degree view of Lake Erie, the city and overlooks the ballpark? This is purely out of the box thinking. The owner is catering, not cooking. You place your order and the food is made a block away at the actual restaurant then quickly shuttled over to the temp restaurant. You’ve got customers who enjoy a meal with a birds-eye view of the park. Not to mention a business owner with a new mousetrap of an idea. How ingenious. Have you put your thinking cap on? Do you need an annex to be able to manage your business? I talked to a few shop owners, some say they are booked two and three weeks out. If you’ve got enough business how are you managing it? Is there a shuttered shop within a few miles that you could rent to allow for your overflow. Have you built your bench of talent that would staff another location? (even short term) Oh, the possibilities when you think creatively and differently. I sense real change coming as we adapt to new ways of everything. View the full article

Mike Tatich and his wife Serena started TMT Complete Auto Service Center in March of 1984 in Bremen, IN. Bremen is a small town of 4,600 people with 2 stoplights. The shop has undergone many evolutions since its tiny beginning as a tire store and body shop. Mike has become a John Maxwell Leadership Certified business coach. He has a story of letting go, a perfectionist control freak, a helicopter dad, and he needs to get busier doing other stuff. Find Mike’s other episodes HERE. Key Talking Points: Get any great advice that you still follow today? Being consistent Success leaves clues, failure also leaves clues Ever had a mentor? Several mentors over the years, one of the first mentors were friends grandfather- told Mike to look at the man in the mirror and realize you’re your own problem and also your own solution to move forward. What drives you? Thrill of putting things together- building businesses What is the latest book you read? Big take-a-way? “Generosity Factor” “Keys to the Kingdom” “COVID Cows” Do you still have the fire you had when you first started? Yes, but in different way- passion for growing what he currently has and passion for teaching others How do you re-energize? Built new home, rides motorcycle and takes vacation trips Any secrets to ‘time suck’? Map out day the night before, use calendars A big secret to building a strong relationship with Customers? Customer service experience- how you make customers feel Share a car count idea? Maximize each opportunity Name something you tried that didn’t work? Expand retail space in shop, bought radio shack franchise to cross merchandise- failed and needed to focus on automotive repair only Would your organization crumble if you stepped aside? No! Started a succession plan before 50 years old, continue to develop team Top three most important needs to open a shop? People, people, people! Developing staff and team culture The most recent update to your processes/system Accounting side of business Are you paperless? When did you go? 95% paperless, DVI system several years ago, tech notes are electronic How is consolidation in the industry going to impact you? Consolidation will be great for people that want to grow business and move forward Ever made a major pivot in your business? If yes, what? Getting out of day to day operations within last 5 years, Pivoting from owner operator to owner investor If you could send a message to yourself 10 years ago, what would you tell the younger YOU? Read more, network with more people/shop owners, sharing when things don’t go right If you could pick up a new skill in an instant what would it be? Getting better at people skills and growing team, have a vision When in your life have you been so passionately focused on an activity that you lost track of time and what you were doing? Building service advisor training Favorite vacation spot Hawaii for 25th anniversary Resources: Thanks to Mike Tatich 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 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/V6pENRKuP8Y Chris Della Bella is the Director of Carquest Market Development, Northern Division, Millville, Delaware. Chris loves to cook and he prepared sweet Italian sausage with peppers and onions on a hoggy roll. This is our first-ever cooking show and I'm glad you have either listened to the audio or watched the video. Resources: A special thanks to Chris Della Bella for his 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

Luke Walker started Luke's Auto in Columbus Ohio in November of 2009 after being a technician for 5 years. The rent was $350 a month for a 1 bay shop and he had zero employees. The first-year Luke's Auto did $260,000 in sales. At the end of 2014, Luke's Auto was up to $750,000 in annual revenue with 10 employees. Luke realized that he needed business training and since 2014, he has spent around $150,000 in business consultants and training. This business consulting and training brought his ability as a business owner to a new level and helped to secure Luke's Auto as one of the top shops in Columbus. 10 years into the business there are now 16 bays, 24 employees, and $4MM in projected revenue for 2020. Luke's Auto is the top Yelp and Google rated independent shop in all of Columbus and was voted as one of the "Three Best Car Repair Shops" in Columbus. Luke's has also been features in the Columbus Dispatch newspaper. Key Talking Points: Started with 1 bay shop, now has 16 bays, 24 employees and on track for almost 4 million Coaching consultants (Cecil Bullard, Ryan Clo, Aaron Stokes) big key with success- profits had flatlined and more problems arose as the business grew and became bigger Credits his success to the team as well- finding talented people that fit the culture of the business Inner-city skills-based non-profit program- wanted to give back to the community11-19-year-old students-focused on high school students The program was established for 20 years but recently in the last 6 months it had stopped due to lead person retiring because of health reasons After school program- an actual shop that has different stations, once a week for an hour and a half for 6 weeks. Identify and cultivate students that are gifted with working with their hands Time trials- timing how fast they can complete tasks after teaching them, top 3 receive toolsets and invite to advanced program Helps separate the students that are gifted and interested in the industry sooner, which will help steer them into the right path for their future Run by Luke and volunteers Hired student from the programStudent shadowed at the shop after excelling with program Youngest hire at the shop at 16 years old Wants to go mobile with programMost of the stations they’ve created are on a workbench inside the shop, can easily transport on a trailer and bring to a high school Raised 150K so far for program- first donation was from a woman from church that donated 50K, other donations were from NAPA and other dealerships Is making money evil in your mind? “Love of money is the root of evil” What do you want to look back on? Is it making money or making a difference and help people Resources: Thanks to Luke 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. 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 the NAPA family has to offer. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest. I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes HERE. Paul T. McCarthy is the President of Automotive Aftermarket Suppliers Association. AASA is the voice for the automotive aftermarket supplier industry. Paul has 23 years of experience in the automotive industry. Prior to joining MEMA, Paul led the Automotive and Industrial Products Strategy Practice at PricewaterhouseCoopers (PwC). He consulted at dozens of automotive suppliers, eight of the top ten global automakers, and at private equity firms and financial institutions. His past leadership roles include heading PwC Germany’s Automotive Strategy advisory practice and leading global forecasting and analysis for a prominent vehicle forecast service, Autofacts. Paul has an MBA from Duke’s University’s Fuqua School of Business. Find Paul’s other episodes HERE. Key Talking Points: Am I being heard and understood? As owner, and as employee etcTo do lists and “things” often clutter the day- but nothing happens without people 62% of people are not fully engaged in their job 70% of employees feel they never been given sign of appreciation No one gets to where they are in life by themselves- don’t let your ego get in the wayWhy are you in the automotive industry? Everyone has a personal story connecting them to the industry. Leadership is validadting the people you lead everyday- vision, values and validationLeadership is caring and showing that you care Match your words and actions Accepting people for who they are and being comfortable with yourself- sharing what you know and admitting what you don’t know Unlock the talent and potential in people Take the fear out of learning and trying something new Difference between motivation and movement- “Do this or I’ll fire you” vs “Let’s talk about how we can improve efficiency,” One is fear, one is inclusion Do you ask your employees for ideas? Real test of leadership is when times are tough- invoke faith in the process and the industry It’s all about the customer- connecting with themShow your customers you value them- ask how they are doing personally, how their family is doing etc Resources: Thanks to Paul McCarthy and John Passante 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, 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 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/aDKpVC5ipd0 Pete McNeil is a second-generation family-owned business that started out as a Volkswagen specialist. They quickly recognized their potential for all makes and models and expanded their service offerings. During this time, they joined the NAPA AutoCare program, expanded their footprint in the Salt Lake valley and became a pillar in the automotive repair industry. In 2018 alone, McNeil’s expanded their Sandy location to 16 bays to help accommodate their growing business, training center and partnership with local schools for the continued growth of their apprenticeship program. During this time McNeil’s also took advantage of the Interior ProImage program and remodeled their entire showroom! This included new counters for their 4 Service Advisors, new epoxy flooring, signage, and upgraded comfortable furniture and fixtures! This is truly a place where their customers can relax while having their vehicle repaired. In addition, Pete opened a 2nd location in Riverton, Utah in May of 2019. Pete is very involved in the community both locally and abroad He is active in the local Church Youth Conference, Angel Hands, which assists people with disabilities. Very active in youth soccer with contributions and cars washed to raise money for Sparta-United. He has donated time and resources to “Sandy Pride” which helps residents clean up and beautify the city. Jake Sorensen is the 2019 NAPA ASE Technician of the Year and 2019 Ratchet + Wrench All Star technician of the year. He is an ASE Master technician with L1,2 and 3 advanced level certifications. He is the shop manager and diagnostic technician at McNeil’s Auto Care in Sandy, UT where he helped develop an apprenticeship program that is registered with the U.S. Department of Labor. This program has graduated several high performing automotive technicians and was used by NAPA Auto Care as a template for their automotive apprenticeship program. Jake also developed the curriculum for an automotive course that he teaches at an adult education high school. Alexia Murphy is Program Specialist, Department of Workforce Services, State of Utah Key Talking Points: Sustainability- Without a program, there “will not” be enough technicians for the independents to be able to compete, or grow in this industry. By 2026 we are going to need 46,000 additional technicians (Bureau of Labor Statistics) Less coming into the trade You cannot afford to take your ‘lead’ technicians to teach a new member of the team You need a roadmap and an officially approved apprentice program to support a mentor, training and a career path (Jake Sorensen) Benefits from apprenticeship program Common questions: How much will it cost me? Answer: How much are you losing by not having enough technicians? That number far exceeds the cost of training. Also, the program is not as expensive as most believe. On average, an apprentice will start producing more revenue than the cost of their employment and training within three months! What if I train and invest in someone, and they leave? Answer: If you: choose the right candidate, offer free training, assist with tool purchases and treat them well through their apprenticeship, they will appreciate what you have provided and stay around for the long haul. McNeil’s still employs all three of the technicians that graduated from their program. Maybe more importantly, what if you and every other shop owner sits back and does nothing?It is important to remember that if you lose an apprentice to another shop, that shop is no longer looking for a technician, which may free someone up for you. Department of Labors throughout the country is willing to help for employer and apprentice by providing moniesStates vary. Meet with then and ask them questions and show them your program Skilled trades are advertising to bring in young people into their industry through apprentice programs. Not every candidate will work outA big problem is communication Every other week you need a sit down to review and talk about the next two weeks.Discover if the training methods are working If you find the right candidate, it will work Apprentice vs 2-year collegeStudent loan debt Tool investment Not as much hands on as in shop Schools let them know that when they enter the job market they can get top pay Some schools do not have the latest equipment Many counselors are naive about the industryWe must get involved and change the perception Their supplier, NAPA, is providing incentives along the way. Toolbox, tool credit. Incentives (rewards) for the apprentice to earn Just because you are providing free training, they still have rent, car payments, food. They have a life. Create incentives along the way to keep them motivated and engaged while they are growing their skillsHelp shape their attitude for our trade Departments of labor can help you find training Need a technician. Start with an apprentice. There is no silver bullet to growing technicians.There will be an investment. We must get involved with our community and department of labor. Share your success story STARTFind a group to help you. Example NAPA has this programThere is also a program from the IGONC in North Carolina and many others. Look at an apprentice program as a shop tool, a recipe for success Contact (reach out) to your Department of Labor Look for your candidate by advertising.Jake’s inbox was flooded with applicants. Look for key indicators for holding a job even if not paid shadowing type of experience Their apprentice program has spiked ASE certifications among their technicians The program is broken into 9 stages over two years. Requirements along the way Training classes, virtual, leader-led Demonstrations from equipment people Online video’s Be sure you have an LMS (learning management system) to help track the progress There is a competency section They must their mentor that they learned and can do the tasks that they learned The quality of work in the shop improved because they are a teaching center An apprentice is like a doctors residency to earn certification Jake Sorensen: We all need to buy into certifications. ASE is a very valuable resource for our industry to separate the professionals from the DIY’ers. You cannot become an electrician or a plumber just because you helped a friend or family member on a home project. Yet we accept that exact same experience in place of certification in our industry all the time. Apprenticeships help force up and coming technicians to become certified.I hear people all the time say “I’ve known plenty of ASE Master Techs that don’t know what they are doing and plenty of really good mechanics that just can’t pass a test,” Well I can tell you I have seen it the other way a whole lot more. I know we like to compare ourselves to the medical profession quite a bit. Would you go to a doctor or see a Nurse that was not certified just because they couldn’t pass a test? Not a chance, so why are we so willing to accept that excuse from our professionals? Pete has been tracking his apprentice program for four years and has numbers that show a growth in sales from the training and team approach to share work and build the next generation. Other episodes on Apprentice ProgramsRR 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 Pete McNeil, Jake Sorensen, and Alexia Murphy for their contribution to the aftermarket. 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. Buy me a coffee Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Patrick McHugh always tinkered with ‘stuff’. His dad bought an ’85 BMW. They learned all about that car together. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the CAR. At 15 years old he started working in an airport, doing odd jobs, to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license Patrick attended Purdue University where he studied aeronautical technology. He kept flying and earned his instrument license and became an instructor. He loves to teach. As fate would have it, he became a pilot upon college graduation from Trans State Airlines a regional carrier for United. He was based in Richmond Virginia. With normal pilot downtime, he continued to tinker with BMW’s. He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. There were too many cars in the driveway, so he had to decide to stop or go into business. Bimmer Rescue was created in 2008 in Richmond Virginia and generates a big portion of its business through referrals. They earn their business through their professional service and attention given to each customer. Patrick’s goal is to develop a relationship with BMW, Mini, Audi, and Volkswagen owners that allows them to get the maximum amount of value from their vehicle rather than buying a new one. Listen to Patrick’s previous episodes HERE. Key Talking Points: What do you do for fun? Patrick’s definition of fun is Race Bar. He loves anything that has a motor in it. Loves to have fun and loves to see people smile. Any great advice that you still follow today? The best advice would be to just “Be there or be around” Get off the things you are doing and be around especially around your kids and family. How did you decide to become a shop owner? The county forced him to become a shop owner. Patrick was a shade tree mechanic in the backyard and he has 8 cars in the driveway. The county mailed him to get the cars out of there. Do you still have the fire you had when you first started? He still has a lot of passion in his shop and people see his drive. He just drinks his cup of coffee and kicks butts. Message to yourself 10 years ago Listen to his peers and seniors, use their wisdom. Don’t fall into the pits that other people have fallen in. Watch/Listen to Carm’s Podcasts Manage work-life harmony Always turn the switch off at 5 O’Clock or 5:30 latest. Other shop owners literally live in their shops and I have decided that’s not going to be me. Biggest learning moment Covid-19, we changed not just our operations but our budgeting specially in interacting with our clients. Community is everything We are very active in doing community art shows. We put on huge parties as we bring in artists to show. We mix family and clients together. Stem classes for kids A major pivot in your business Covid-19, it changed us and pushed us to be a tier above everyone else. What drives you? Internally driven Kids and family drives him. If I asked a good friend or peer what is the secret to your success what would they say? People would say that Patrick draws people, he’s magnetic and always does the right thing even if it doesn’t always feel good. Loves to help people. Any secrets to ‘time suck’? He struggles with this. He writes his goals before the year starts. Teach his daughter to think objectively. Be a better husband. He has a power-list ensuring himself always finishing up tasks and goals. What are you doing to put the Customer first in your business? We ask very important questions and we listen! Top three most important needs to open a shop? Coaches Finance Training Strong teams always win Pay-plans. Teams are paid as teams. Techs that have chemistry and could work well together. The team also picks which new hire to take. A secret to a good job interview? The questions and listening just like customer service. Asking the right questions Resources: Thanks to Patrick McHugh 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 Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Rick White, President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He also owned and managed several successful automotive repair shops. Early in his career, Rick got his arm stuck under a vehicle while working underneath it. He managed to get out safely but it was a wake up call to him and for all of us as well. This is everyone’s concern. There are too many distractions like cell phones, tablets, lackadaisical attitude of it never happening, not focused on job at task, talking to tech next to them and a whole lot more. We need to follow lift maintenance schedules religiously and document every procedure in order to check work properly. Rick White’s Previous Episodes HERE. Key Talking Points: Why does a shop not have a coach?False expectation- seeing other shop owners “making a lot of money” and thinking you can do the same. The national average net profit in industry is 5-7% ($4,000 day average shop made $200 profit) Being the answer man- you have to know it all I can figure it out myself- would take decades to do it, costs too much in profits lost Embarrassment- where you are isn't who you are Coaching condenses decades of learning into days When you don’t get the help you need for business you end up becoming disillusioned and bitter about things- effects personal life, not as engaged, self medicating Picking the right coach- the right fit for your business and personality Failure only happens when you refuse to learn from itWisdom comes from experience and experience comes from mistakes Good result vs bad result- bad results are often seen as “failures” when they should be seen as learning opportunities Failure as feedback- instead of always “putting out fires” in shop you need to be in “fire prevention” mode. What processes and systems can you put in place as a team so you never experience that “fire” again? “Wherever focus goes, energy flows” Tony Robinson Everything business owner wants out of their business and out of life is on other side of the fear holding them back Coaching is about relationships and communication- purveyors of hope (hope in the future there’s power in the present) Change starts with you When you have a choice you can do the right thing, the wrong thing or nothing- the worst thing you can do is nothing Coaching is an investment not expense Money is easy to replace, cannot replace time with family Embrace what your coach says, internalize it, then implement Business during the pandemicDepends on owner’s belief systemExample- owner believes no one is buying and everyone is out of work they will take poor actions with poor results in their business which furthers their beliefs even more Do you see problems or opportunities and potential? Expand your audience- people are consuming online content and videos which is an opportunity for your business Resources: Thanks to Rick White 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, 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 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/vcZAi4m3ZpM Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes HERE. Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif. Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes HERE. Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE. Bob Pulverenti is the Executive Director of the Independent Garage Owners of North Carolina and show chairman of ASTE (Automotive Service & Technology Expo), prior to working for IGO Bob worked as the Executive Director of SSRSOUNY in Syracuse NY. He had also operated automotive shops in Central NY for 25 years, as a shop owner he was triple certified with ASE & a nine time NAPA/ASE Technician of the year award winner. He holds the AMI Accredited Automotive Manager certification. He sits on the AASP National Board of Directors and is a registered lobbyist. Previous Episodes HERE. 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. Key Talking Points: Some big work done in this decade was carburetors Maylan was a Snap on Dealer and Mitch was a customer Chris Chesney was also a Snap On Dealer. They kept you in debt so you got up everyday and went to workYou had to pay so you collected from your customer everyday New Tech: Chrysler Electronic Ignition. No points and condensers. “Space Age Tech!!” If you did not have a feeler gauge you used a match book cover Sun engine analyzer. These guys are still waiting to learn how to use it As is typical with each decade or new advances in technology many did not believe it would last Bear static balancer and BADA Bubble Balancer to balance tires New electronic balancer was about $6,000 at that timeTook forever to sell one and to get a shop to buy one These guys pumped a lot of gas. Most shops sold gas. Learning how it works was an incurable passion for these guys Chris Chesney loved the new tech The more cars at the pumps the more cars came into the bays. The gas pumps was ‘social media’ back in the day Mitch won a bet if he could field strip a carburetor, $100It took skill to rebuild a carburetor Electrical and carburetor shops were specialists in the dayThey used a growler to grind the armature Curiosity drove the technician of the day To the consumer nothing has changed.My car is broke, fix it Training was big at dealerships back in the 70's General Motors Training Center that provided training to dealer techs also provided training to the independent via their AC/Delco product division Some training came from the parts people that was more of product training then technical Everyone was in street racing or drag racing The techs of the day in the 70's loved the machine called the automotible We need to start attracting young people into our industry Motor and Chilon were the repair manuals necessary to repair cars of the time Be careful and mindful of the solvents you are working with.Wear gloves, glasses and steel toed shoes Resources: A special thanks to Chris Chesney, Mitch Schneider, Maylan Newton, Bob Pulverenty, and Jerry Kezhaya for their contribution to the aftermarket. 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. Buy me a coffee Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth. Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry. Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE. Key Talking Points: Would your organization crumble if you stepped aside?Processes, employees, systems in place for day to day duties How has your business changed in the last 3 years?Technology (DVI), dynamic management system, integrating software If you could send a message to yourself 10 years ago, what would you tell the younger YOU?Raise your prices, hire the best possible help, spend on marketing, take on debt head-on If you could pick up a new skill in an instant what would it be?Marketing video content Recently fired a customer? The reason?Fixed accident damage but still wasn’t driving right, the owner didn't want to authorize more. Gave money back to the customer. Situations like this come down to what you promise a customer. What drives you?Being A-type personality, a strong need for efficiency, and productivity. Enjoys problem-solving and being organized. Plan your day out with a google doc or calendar as a base- reassess and reprioritize when needed Biggest mistakes?Understanding value-focused and not price-focused Manage work-life harmony Balancing business so the owner is not doing all the tasks and jobs Your biggest learning momentWorking with a coach- benefits your business, employees, and customers How did you decide to become a shop owner?A hobby that became the only source of income. And people wanted a mechanic they could trust. Last update on the website?Updated for COVID-19 Most recent updated to processes/systemsBusiness is like a tire, always something that happens- always tweaking processes and systems Dream carPorsche 959 Latest book?“Zero to One” Peter Thiel Learning from startup companies- create something from nothing New technology added to the business? Text to pay system The secret to conducting a good job interviewIs this the right fit for them? Avoid bad hire, is this right move for you? Is this position on your career path? Ever make a major pivot in business? Started as a trade person and hurt back- hired partner but didn't work out, hired a coach and started working on the business than in business COVID-19 pivoting Resources: Thanks to Ryan Clo 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 Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.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. Autotex.me website HERE. Craig O’Neill an integrator and trainer at Autotex.me. Though he initially began college seeking a degree in history education and was heavily considering missionary aviation, it was obvious to him that his primary calling was to raise a family. Setting aside his full-time education, Craig committed himself to scale the 3rd generation auto repair business to be successful in these exciting but challenging times. An ASE certified technician and service consultant, he is visibly excited about the technological advances the industry is seeing and frequently can be heard speaking to clients sharing his enthusiasm. Craig is committed to elevating the professional image of the automotive service community and consistently looking for ways to communicate with bright young people regarding the opportunities that exist in the automotive service profession. Listen to Craig’s previous episodes HERE. Key Talking Points: Why does presentation abilities matter for shop owners? Aren't they presenting small "speeches" to their teams every week? We live and die by communication Three out of four people have a fear of speaking (glossophobia)It holds people back How could all team members in a shop benefit Leadership skills Communication and LISTENING skills (Advisors to customers, advisors to techs, techs to advisors... etc etc...) Teaches how to give feedback to others effectively Teaches you how to receive critique effectively Shop owners can send their staff as a part of their learning and professional development culture. After all, aren't we supposed to be cultivating the next leaders of our business? Learn the power of the pause Toastmasters connect your shop to your local community. Get out there and humanize our profession! We have things to say that deserves to be heard.It's a LOT of fun! It's the most affordable professional development you're not taking advantage of that is available right NOW! You are timed so you get to your point. Don’t keep rolling over your point. Make it and be done Learn to take criticism of your communication style. Feedback is important Learn to pause Learn vocal inflection Table Topics Elevator speech We'll discuss how a toastmasters meeting might look, and some of the roles people take each meeting We are always waiting to say something next and not actively listening to the speaker Practice makes perfectPractice a presentation Know your material Professional sports athletes practice 99% of the time and play 1% We play 99% of the time and practice 1% of the time Training is critical Craig’s challenge to the industry to get our trainers to embrace toastmasters to help them in their engagement and delivery. He and Chris believe we can all become better presentersRaise the bar on the quality of presentation skills Craig recommends going to an ‘all-comers' toastmasters clubIt opens your perspective to many other professionals and you can learn and share with Provide toastmasters to your team Leaders are readers. Go to Books Page HERE Resources: Thanks to Craig O'Neill 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. Love what we do, buy a cup of coffee 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, 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 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/2ejUm3dbl_I 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. 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: David sold 3 stores to a big box concernHe owned the properties and got a 15 year guaranteed lease You plan to sell your business on the day you open it. Bob Warde You are going to sell through liquidation, successor, or outside party. 85% of businesses never get sold. Bob Ward IF your business can run without you, you have a great chance to sell. You’ve developed a great team which is attractive to a buyerYour people make the business You plan to sell your business the day you open it. Always be looking for a successorAsk your people what their plans are Ask in employment interviews what their future plans are Buyers buy the cash flow of the business and assetsYou have to prove the cash flow Financial statements must be part of the equations Finding an internal candidate is an extremely viable planYour internal candidate has the skills or you can provide them/ It can makes them a credible candidate. Ask them: What is most important to their career? If they ask that they would want to own a business someday that is a key market for future development for the opportunity for succession Provide a timeline to earn ownership Bring a business coach into the equation to teach business skills David asked his buyer to provide the right pay and benefits for his people. He made sure his people were taken care of Actionable:You need serious financial statements, accurate Consider who is going to buy the operation Where is your buyer going to come from An outside buyer or big box or franchise is rare Your buyer may already work for you. Bob feels that ¾ of businesses sell to an internal candidateIt is a natural transition for someone who has worked for you for years to ease you out of the business via a sale If the candidate has the passion it will work The buyer can earn credits toward equity ownership and for down payment It is the growth and development of people that is the highest calling of leadership. Harvey FirestoneOur business needs to be independent of us Same with parenting What you do today takes care of tomorrow. David Justice People of passion want to buy businesses but have no money. There are ways to make that happen Start getting ready to sell your business. Look for your internal candidate or hire him/her Bob Ward website https://www.perpetualbusiness.co/ David Justice website https://www.repairshopoftomorrow.com/ Resources: A special thanks to Bob Ward and David Justice for their contribution to the aftermarket. 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. Buy me a coffee Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/d1-HcrmriME John DiJulius is redefining customer service in corporate America today. He didn’t read the books on customer service, he wrote them: Secret Service, Hidden Systems That Deliver Unforgettable Customer Service, What’s The Secret? To Being a World Class Customer Service Organization, The Customer Service Revolution, The Best Customer Service Quotes Ever Said, and The Relationship Economy One of the most captivating and charismatic speakers today, John’s keynotes and workshops are used by world-class service companies to provide unforgettable customer service every day. In his high-energy presentations, he uses powerful visuals as he discusses the 10 commandments of customer service and explains how to improve the service aptitude of employees at all levels. As the authority on world-class customer experience, organizations across America use his philosophies and systems for creating world-class service. He has worked with companies such as the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Panera Bread, Nestle, Marriott Hotel, PWC, National City Bank, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-a, and many more, to help them continue to raise the bar and set the standard in service that consistently exceeds customer expectations. John is not just telling others how to do it. His strongest attributes may not only be that he has the experience of working with extremely large companies, but knows how to translate those processes to fit small business models as well. Not only is John the Owner, President and Chief Revolution Officer of The DiJulius Group, he is also the Founder, President and Owner of John Robert’s Spa; Named one of the Top 20 Salons in America with multiple locations (and over 150 employees), which he uses as living laboratories to test his findings and theories. Check John's other episodes HERE. Alan Beech knows what it takes to succeed in today’s marketplace. With more than 30 years of experience in the business world, he has worked his way to the top of the automotive service industry in Canada. Alan’s professional career has spanned within both the corporate and entrepreneurial spaces. Today Alan has a number of successful businesses to his credit. Alan is driven by his desire to share his extensive knowledge of the industry and to help others succeed. His main focus today is coaching, consulting and training independent shop owners and dealer groups. Alan’s passion is to see businesses be revitalized through great process and amazing customer experience. Find Alan Beech’s previous episodes HERE. Key Talking Points: Investing in customer experience- being intentional in service you deliverThere’s a science to have customers keep coming back- showing you care about customer Can’t just tell yourself you’re the best in the industry, instead, you need to compare yourself to other experiences you have The wrong motto is “treat the customer as you want to be treated”- everyone needs service aptitude training because people naturally have different levels depending on age and what they’ve experienced themself Can’t out market or outspend your competition- need to out love them with customer experience Focus on appreciating customers that trust you and give you their business Starts with remembering client Secret service systems- ability to know and collect customer intelligence and personalize itGet to know someones FORD in order to establish a relationship-Family, Occupation, Recreation, and Dreams Example- customer picks up the car and a new can of pop is waiting in cup holder because technicians saw what they like to drink from the garbage in vehicle Soft skill trainingRemove personal interpretation of customer service Do you know who your customer is? Their highs and lows in their life- have compassion and empathy Deliver genuine hospitality with 5 E’s-Eye contact, enthusiastic, greet with an ear to ear smile, engage and educate When someone thanks you and you reply “no problem” which is a double negative- replace with “my pleasure” “Don’t ask the customer what they want, give them what they can’t live without.” “Never expect your customers to be happier than your employees.” -customer service starts with the core culture of business and employees Everyone has seeds of potentialThe seeds that don't reach full potential are cheated People are dependent on us to be extraordinary so we can lift them Make customers your priority Customer Vision Statement from Alan Beech“Life has its priorities, you are mine” Link to: Chick Fil A “Every Life Has a Story” HERE Resources: Thanks to John DiJulius and Alan Beech 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 Pro Image and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/hpVepQSUSJg Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif. Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes HERE. Key Talking Points: Fewer cars in the future?Millennials not as tied to personal transportation- use alternative transportation Tech shortage- demand will fall as technology increases, fewer people working on fewer cars Stem cell transplant surgery from a stranger in Israel Gave a sense of the purse to give back and leave something tangible behind Book “Misfire” became legacy project Goodness of peopleStrangers helping when Mitch fell and broke elbow- willingness to do the right thing Open yourself to the universe to see what is out there “You don’t lose, you just learn”You will make mistakes, move on from it In order to change the future is to be the future- be proactive to reactive Success- always lean into the next challenge Readers make leadersMitch sets aside 15 minutes per day minimum for reading You are what you think and you think when you read Automotive is essential and always has been Should always feel appreciated and admiration for services they provide Make an investment in your own future Resources: Thanks to Mitch Schneider 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. Love what we do, buy a cup of coffee 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 Carm a Cup of 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, 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 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/GfNwesDiZoE David Friend is the owner of Mobile Tech and Wilmington Hybrids, from Wilmington, NC David has two locations. an ADAS Calibration shop and teaches ADAS calibration in his dedicated training center. Listen to David’s previous episodes HERE. Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt’s other episodesHERE. Jim Carpenter is the owner of Quality Auto Body. Key Talking Points: Part 1 was Town Hall Academy 138. Link Here ADAS calibrations require a continual investment is newer equipment You may not be able to work on every single make or model Aftermarket equipment is a compliment to OE toolingThis is yet to be an exact science but OE tooling is best to lean on Get paid for your investment. Get your pricing that includes your investment in facility, tooling and equipment Insurance companies make their money by not paying out. A body shop problem getting paid or their money worth for ADAS calibration Every make/model is different. Chevy vs Audi will require more time and different equipment. Charging the same for a Chevy vs an Audi will not make you any money. Insurance companies see no value in training, certifications. Too many want it done cheap and fast to get their client out of a rental. There is a safety factor here. You need to consider a moral factor to do the job right. You need to know where to get OE service information You must want to understand technology in order to do calibrations. You need to read and comprehend. It takes math and science to do a good calibrations Markets will not bear an ADAS Calibration shop on every corner You need to research how many ADAS Calibration shops in your market You will need to develop a business plan to you can see the return on investment over time Promoting your new calibration center will require door to door, flyers and even a campaign into the marketplace. Promote your new services to glass shops a great source of work.Just because the post-scan is good doesn’t mean the ADAS component of the vehicle is fully functional Consider if the vehicle is not drivable there will be a tow involved to bring it to your shop A big responsibility is to be sure the vehicle is functioning 100% within spec. It needs to behave properly when it leaves your shop. Moving forward David feels the OEs need to help us verify if the vehicle is fully functional after calibration. Full autonomous will require that. Access to information for ADAS calibration will be important to the future of calibrations You must sign the petition HERE: https://yourcaryourdata.org/ You need the right type of environment for a calibration center Matt purchased a new facility to create his ADAS calibration center and put it under a separate entityHe is looking for opportunities from body shops, small dealers and mechanical shops that require calibrations He is offering pick up and delivery services David says there are some great aftermarket tooling however he cautions that nothing will replace OEM David holds ADAS training and recommends paying to get OE service information Insurance companies are squeezing all aspects of the repair process. They are also crunching ADAS calibration costs to providers When calibration isn’t rooted in a collision, you must get the correct price based on individual time and equipment invested. Is menu pricing is used you may lose money Insurance company denies and you’ll need to defend your price Technical service bulletins need to be reviewed. Matt hears that at the OE level there are challenges in ADAS systems working or shutting down. Still in the twilight of ADAS calibration David believes that a pre-scan should include a pre-inspection The brake system is no longer just a brake system it is part of an entire system that needs to play nice with all other components like ADAS. Every sensor can lead to the braking system Invest in training of your people Depending on the state, the person who gives the keys to the vehicle owner is on the hook for the safety of the vehicle An ADAS equipped car saved David’s life because it did what it was designed to do. Repairing a vehicle, by getting the ADAS system re-calibrated has given him a new perspective. Don’t cut corners. Resources: A special thanks to David Friend, Matt Lachowitzer, and Jim Carpenter for their contribution to the aftermarket. 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. Love what we do? Buy Carm a cup of coffee HERE. Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt's other episodes HERE. Key Talking Points: Grew up wanting to be a lawyer then plan B was diesel mechanics The family sold the farm, dropped out of school and started working at local GM Dealer Opened first shop with support of wife 6 locations in 11 yearsThe secret is hiring employees that believe in your company and what you’re doing and being a pillar in the surrounding communities Culture of business- people want to feel something when they come to work, customers want to feel like they had an experience Continue to “wow” your customer and have a relationship with them- giving them a card, blanket, flag, etc- cement that “wow” moment with the customer to create your brand Need to have standard operating systems in order to successfully run multiple locations Connect customer with the technician that works on their car Training- twice a month and 3.5 hours each timeBuilt training facility SWOT (strengths, weakness, opportunities, threats) once a quarter A lottery system for employees to go to other training opportunities/seminars- if they go they are required to help develop training for the rest of the employees that didn’t go Connecting with the communityEncouraging entrepreneurshipGirl scout cookie badge- any girl scout that comes into each store to sell the store will buy 2 boxes (has to be the actual girl scout). Donated half of the cookies local food pantries and the other half sent to veterans overseas Make a wish foundation Sister is cancer survivor and business strives to grant a wish to one child per year Day of Service- 5th year The nomination process to get up to $1,000 worth of repairs on the vehicle the day after Thanksgiving Any car that has a child seat in the back, technicians take a teddy bear and buckle it in and make note of version (change teddy bear once a year) and the customer keeps it. On pace to go through 25,000 teddy bears. This isn’t just a car, it’s a customer Knowledge is power: women car care events- 14 events so far. Average attendance is around 80 Resources: Thanks to Matt Lachowitzer 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. Love what we do? Buy Carm a cup of coffee 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 Carm a Cup of Coffee NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available. Learn more about CarVantage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Taurayi Raymond Sewera is one of the few automotive technicians who can fix cars from gasoline, hybrid and electric vehicles, to heavy-duty diesel vehicles as well as earth-moving and farming equipment. Being the only technician in Africa who is certified by the National Institute of Automotive Service Excellence (ASE) for light duty diesel, medium and heavy-duty trucks and advanced level specialist (L1), Taurayi has broken many barriers and is still aiming for more. He is the first and only African member of the Automotive Service Association (ASA). Check Taurayi's other episodes HERE. Key Talking Points: Didn’t have enough money to fly to Vision 2020 from Zimbabwe but had already paid for hotel and fees for conference, Vision founder sent money to Taurayi so he could still attend Will start to import hybrid and electric cars After Vision 2020 taking ASE Test- only 4 systems left to become ASE world class techniciansStandard in industry Nothing should stop you from achieving goals- Taurayi currently battling chronic pancreatitis Goal- start automotive school back home Keynote speaker in Australia for their biggest event called Autocare in June 90% of citizens in Zimbabwe cannot afford 3 meals a day- have resources to be a rich country (gold, lithium, diamonds etc). No training for technicians See below for Taurayi's certifications. Resources: Thanks to Taurayi Raymond Sewera 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. Love what we do, buy a cup of coffee 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 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 shop-ware.com 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

The Panel: Lauren Anderson is an Executive Assistant to her dad at the eight location Victory Auto Service in Minneapolis, MN. In her position, she gets the opportunity to learn all aspects of the business, through her dad’s experience and perspective. Her dad, Jeff Matt (his previous episodes here) gave her the Freedom to speak up on any subject at any time either to make suggestions or to ask questions. Hear Lauren’s previous episodes HERE. Leigh Anne Best has been the Marketing Director and Customer Experience expert at Mighty Auto Pro for the past 11 years. She is also the Co-Founder of Brakes for Breasts and serves on the Advisory Board of an industry magazine and is on the AAA Approved Auto Repair Advisory Board. A great feature of Might Auto Pro is a special women’s event that Leigh Anne holds called Women, Wheels & Waffles. These are very popular events. Listen to Leigh Ann's previous episodes HERE. Mike Dela Cruz is the National Sales Manager of Broadly.com. A company who is helping businesses in the automotive aftermarket get positive reviews and making them look good online. Key Talking Points: Some Fake Reviews come from:Disgruntled former employees Competitor looking to discredit your reputation online (could be an act of desperation)An inherent ethical problem in our business that pulls everyone down (Carm) Many times the name of the reviewer is a pseudonym. It doesn’t look real. They are not frequent People will look at Google reviews to learn of a businesses reputation Fake reviews can upset you because they are not a real depiction of your business Potential customers will read them. If you have more four and five-star reviews they can weight on the occasional one or two-star or fake reviews You take pride in your hard work building your business, however, you will get the occasional fake review. Suggestions on what to do:Always keep your response professional Be sure your headspace is proper Don’t defend yourself Present the facts. “You are not in my database.” Keep the emotion out of your reply Don’t make assumptions Do the research. Were they a customer Keep the response empathetic with an apology Provide a productive next step Mike suggests saying: ‘Thanks for taking the time to write a review or share your thoughts’. He suggests not to apologize if you didn’t do anything wrong Explain the core issues, but try to make it brief and straightforward. Leigh Anne’s number one source of new customers is Google. Google reviews can be critical to your reputation and growth People look for patterns in reviews and the responses from the owner Great or bad reviews present big opportunitiesYou must respond to everyone Show your transparency Make the customer a believer in your brand It takes some time for a person to write a review. It could take them 12 - 15 minutes. That justified why you need to spend time responding.How fast your send will also support the relationship and bond with the customer Don’t let fake reviews bother you. Just dial down your anger and deal with it Google will allow you to share posts Leigh Anne send a handwritten note to customers who send reviews thanking them for the great reviews When you are hiring the candidate will look at your reviews. Managing them and responding helps in your recruiting efforts and reputation. Resources: A special thanks to Lauren Anderson, Leigh Anne Best, and Mike Dela Cruz for their contribution to the aftermarket. 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. Love what we do? Buy Carm a cup of coffee HERE. Facebook Twitter Linked In Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

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. Key Talking Points: Victim excuse- be self-aware of how you speak to others Key is to listen to yourself before you’re going to say something instead of listening after you’ve said it End of a sentence/statement/question: did it uplift you, give you life and move you forward? Producing results inside before they come out “One man’s confidence is one man’s arrogance.” Ego is fear-based- scarcity mindset, no realization of the real value of who you areWeaknesses are overextension or misuse of a strength Ego is trying to elevate your virtue and lower another person/place or thing- you think you have to be on top or have no value Women/wives in auto business tend to not have a fear-based ego when they make mistakes, want to simply correct mistakes and move on without having failure ego Letting go of your ego- eating humble pie to move forwardMoment of surrender to the “what ifs/failure/shortcomings” and instead look at “what could be” When you put emotional meaning/self-worth/value on a result you didn’t want you to create a victim story- instead move forward to get the result you want Emotional intelligence and personal developmentPeople don’t change until they see the prices they’re paying don't outweigh the benefits they’re getting Until someone sees what it’s costing them, their frustration creates space for the victim and ego stories to exist 60% of your emotional intelligence is already hardwired in the brain by the time you’re 5 years old, 7-8 years old 80%, teenager years 95% Best return on investment is an investment in yourself Unique AssessmentMeasures in thinking and the ability to produce solutions Behavioral traits that affect results Occupational interest Resources: Thanks to Dave Schedin 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. Love what we do? Buy Carm a cup of coffee 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 Carm a Cup of Coffee As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, www.napabenefitscenter.com Click to go to the Podcast on Remarkable Results Radio

Connie and Russell Cook owns Finish Line Automotive in Ocala, FL. Talking points: Husband and wife story of commitment to open their own shop Russel had a long commute and worked at a dealership Connie finds a going shop within three miles of home and Russell did the research Russell has 27 years experience as a dealership tech Russell know they needed help on the finance side of the transaction They put a lot of money as a down payment but put them in a tough position with working capital. That is why Russell continued to work at the dealership for 5 monthsThey have survived with his normal income They will continue to take less of a salary to help the business get on a strong cash footing They took ownership on February 1, 2020, and one month later Covid-19 hit. They are coming out of it very well They kept some of their great, long time, people that have helped Connie transition Connie had to learn to be a service advisor Russell will jump in at whatever level he needs to do from counter to be in the bays The business they bought had good consumer ratings. They keep hearing good talk about the business They started with a database of 5,000 customers They made a move on labor rates. They were too low compared to other shops. They also changed their menu prices They fixed a credit policy that charged more if you used your credit card. Wrong thing to upcharge A bright and well-lit waiting room Fix it or repair the new businessComputer/Invoicing Broadband speed AC Recharger would not complete a functionCouldn’t get it repaired Bought a used on Scan tool They were blessed with the technicians that were in the business and the affordability of the deal.He has 5 bays and 4 usable An alignment machine Resources: Thanks to Connie and Russell Cook 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. Love what we do, buy a cup of coffee 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 Carm a Cup of 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, 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 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/7hqClM0a1zM Tom Lambert, owner of Shadetree Automotive. Tom Lambert got his start right at home. His dad and uncles always had projects going on in the home garage. During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding. In the past three and a half years, Tom and his dad have made strategic adjustments in the business. They are now a $2.5 million dollar a year shop with 10% annual growth and profitability. They continue to improve every day. Tom says he has the best team and a strong culture. In January 2017 Tom bought his dad completely out of the business. Tom struggled for many years because he had lost his passion for the auto industry. After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes HERE. Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development group. Hear Greg’s previous episodes HERE. Key Talking Points: DifferentiationDealers, especially at the higher end brands, have loaners Billboard. Make impressions with every vehicle if you have it wrapped with your logo Tom is a front end guy,He wants to save money but also focuses on makin money He knows he has to balance the budget He finds extra sales upfront that more than covers his costs Greg hesitated for year to get into loaners until he found a company to help him get into them properlyHe researched with other shop owners to find their loaner strategy and their ROI He found that the numbers made sense and wondered why he hadn’t done it sooner Greg has GPS on each loaner Links discussed in the episode from Greg:Insurance Lancer: https://www.lancerinsurance.com/ Loaner manager: https://www.arsloaner.com/Manage GPS Evaluates your ROI Handles extra fuel Creates a digital transaction Each client leaves with a signature on the loaner car agreement The vehicles that in the shop that had loaner cars had a large ticket Tom has 13 loaner cars and he does approximately 15 tickets a day. He has a high average ticket 50% of his customers take a loaner. If they don’t need it they don’t take it They balance the workflow and loaner schedule Risk is an inherent part of providing loaner cars Customer needs to have full coverage insurance Tom puts a portion of the costs of the loaners into marketing against his marketing budget Tom doesn’t have a minimum ticket to give out a loaner car. Even if an oil change he will give a loaner.Some dealers have a plateau or conditions that base if a customer gets a loaner car Greg believes he will add to his fleet. He may even get a pick-up truck to help his commercial accounts At the counter your two biggest objectionsTime: I need my car and can’t leave it (loaner car is tool to close that objections Financing: Give them this tool to help close Look at your opportunity costs. Tom finds on average $2300 wrong with every car. He knows that a loaner car and financing helps shore up these sales opportunities Greg had his advisors take out the loaner car out for a drive to get them in the ‘driver’s seat’ LINK TO AAPEXSHOW.COM/SERVICEAWARDS Resources: A special thanks to Greg Buckley and Tom Lambert 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 Click to go to the Podcast on Remarkable Results Radio