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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

Andy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Look for Andy’s previous episodes HERE. Lucas Underwood is an Automotive diagnostic specialist, shop owner, and foreman. He owns L & N Performance Auto Repair, Blowing Rock, NC was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Offering Repairs On All Makes & Models, Gas And Diesel. Lucas was honored by ASTE as the member of the year 2018. Look for Lucas’ other episodes HERE. Key Talking Points: Complaints from shop owners about their customer It is Andy’s contention that we program our shops to get the customers we serve and attract ASOG Facebook Group was started to help owners It took Andy some time to realize that he didn’t want every customer that travled in front of his shop to become customers Lucas’s shop coach says that some business owners are in love with their problems and not their solutions Some shops need a nudge in the right directions and it helps out the entire industry Many shop owners should be doing better and when they do it helps out the entire industry Andy and Lucas both have a coach There is no excuse to hold onto fundamental problems in your business Lucas started to change his business with the low hanging fruitHe wasn’t charging appropriately. Not his labor rate but the time charged on the ticket. It hurt his business and people When you start to figure it out, you don’t want every customer His customers are interested in value and what he brings to the table Owner on the counter gives time away He was taught fundamentals and his coach wanted them to become muscle memory so he can react and fix new problems You need to learn the concept behind why you are fixing segments of your business Andy- When you get the numbers right he doesn’t worry that he can’t pay the tech X on the high slide, but pay the tech X on the low side. He wants his techs to earn a great living, pay their mortgage and put food on the table. He doesn’t worry about paying his people to little When the business is financially managed you can make the decisions on what to pay and what to charge You can motivate yourself to grow if you don’t see your numbers Lucas’s coach says: “Perfection is a lie told by the devil to steal the dreams of men”Lucas was told to get out of the bays and start running the business because he was slowing the business down You need to manage yourself out of the business so you can be away from the business without you there What gets in the way of running a great business:Arrogance Pride Ego Ignorance. You don’t know what you don’t know There are people willing to teach you, but you have to be willing to listen Why would you invest in your business and make only 5% net profit, when you can make that with a smart investment. Too many shop owners are happy with a minimal profit and when they get ready to sell that will hurt their valuation Read Mitch Scheider’s book Misfire. Find it on the Books page on the website. Get it HERE Owners need to think about where they bring the most value to their businessMany believe it is under the hood. Then hire someone to run the business Many don’t believe they can be the visionary and a great marketer, but that is a critically important role Too much is being in hero mode. Trying to be perfect in all ways and just spinning into a hole It’s OK if things don’t go rightWe quickly blame the customer for what went wrong We take zero ownership for what went wrong When you look at other ships you see the highlight reel of only what is right You will have things that go south and you need to recover and learn from it You aren’t the only one with problems You can get a filtered perspective of what your customer needs from you and what they expect. You get hardened and you need to do an often reset on your thinking Resources: Thanks to Andy Bizub and Lucas Underwood 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. 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 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 by talking with your servicing NAPA store or visit www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE. Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE. Scott is the founder of diag.net. Find other episodes that have featured Scott HERE. Diag.Net HERE Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN. Seth was educated at a UTI in Chicago where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up. He is the owner of Eurotech which specializes in BMW, Mercedes and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians are able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models. Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program. Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners has helped grow his business. Listen to Seth’s previous episodes HERE. Key Talking Points Seth and Scott are working on Tesla vehiclesSuspension failures Door handles Northern climates, you’ve got to pull the calipers (a brake service) Hybrids need brake work that many are not looking at Where do we get service information and access to scan tool informationSeth: Tesla is taking an aggressive stance to keep their information close Newer models are showing with OBD II port on model Y and 3 Tesla will charge you an upfront diagnostic fee when you make a service appointment for a warranty issue. If it is legitimate you get a refund. Tesla has mobile units for remote service Seth had a friend with a noiseHe was able to diagnose the problem and told his friend what the problem was Tesla’s service and distribution model is not like the franchised dealerships You can only buy parts from Tesla MCUs are failingThey upped their warranty to 2/24 on that component How do you look up parts and know what part number you needSeth purchased Tesla Service Info.com from tesla for $3,500 per yearA result of the clean air act in Massecusits. Available nationwide You can look up your parts get a number and then call them They don’t have a retail parts ordering system They create a service invoice. You pay it via the app and then you pick up your part You have an APP because you are Tesla owner Seth is active in a Minnesota Facebook forum on TeslaWeeks wait for service Scott is doing tire rotations and cabin filers on his customer base Eventually, BEV will need to pull an emissions reportThe vehicle will need an OBD port to get the data Scott generates his own energy at home and uses it to fuel his Tesla Scott ordered the upgrade for his Tesla (3.0)The unit is 21x the computing power of the previous version Scott recently got a software upgrade that gave him more features on his camera Seth got a ‘brick’ episode when he did an upgrade.He got Tesla to help him, with a router reboot and then reinstalled the software He also rebooted the car twice Other OEMs are moving to Over The AIr (OTA) updates MCU: Main display. The heart and soul of the vehicleAll the charging goes through that They provide a $1,500 refurbished unit if it goes bad Seth is working on training courses and rebuilding MCU units to sell in the aftermarketThese are out of warranty units If you are going to work on Tesla, you can market through social media groups 70% of vehicles get repaired in the aftermarket. Tesla needs to help get their cars repaired by the professionals so more people will want to buy one Link to AAPEX Service Awards HERE. Resources: Thanks to Seth Thorson, Scott Brown and Matt Fanslow for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. 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/jxf4tEfk2cI Scott Shotton has over 25 years of technical experience in automotive repair shops. As the owner of The Driveability Guys, Scott performs mobile diagnostics and reprogramming for local repair shops in the DeKalb, Illinois area as well as industry training around the United States and Canada. He was also one of the four trainers for the Illinois EPA’s vehicle emissions testing program. Scott is a former automotive instructor at Kishwaukee College. Prior to Kishwaukee College, Scott was adjunct faculty at the College of DuPage for 7 years. He has a degree in Automotive Service Technology as well as many hours of training by manufacturers and independent training entities. Scott is also recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. Scott has written many technical articles for Motor Age and Gears magazines. Scott became an ASE Subject Matter Expert (SME) in 2017. Scott currently maintains 21 ASE certifications including Master Automotive Technician, Master Truck Technician, A9, L1, L2, L3, Alternate Fuels and more. Scott’s previous episodes HERE. Jon Bockman owns two locations; Bockman’s Auto Care in Sycamore, IL and the newly opened Bockman’s Truck & Fleet in DeKalb, IL. Jon is a second-generation owner of a business that has been around since 1964. He is a member of ASA and sits on the local college advisory board. He is the treasurer of a NAPA Business Development Group and is the winner of the 2019 NAPA AutoCare’s Shop of the Year. Jon's previous episodes HERE. Eric Ziegler, a Mobile Diagnostician owner of EZ Diagnostic Solutions Inc in Peoria, IL. Also, an instructor for Automotive Seminars and The Driveability Guys. Eric's previous episodes HERE. Dave Denmon founded Dave’s Car Care (formerly known as Dave’s Tire and Auto Corral) in 1980. He has been very active in the community, sponsoring Food for the Hungry, the Phoenix Women’s Shelter, Little League, girls’ softball teams, and established Sunny slope Ministers of Hope to feed local homeless. Dave's previous episodes HERE. Key Talking Points: As a test on ‘how is business’ in the face of the pandemic, both Dave and Jon are doing well Conceptually,Specific and focused on exactly what you need Theory and hands-on One on one because of the smaller class Defray cost by inviting local shops to participate AdvantageLooking for a specialized type of training. Customize to your needsPico Scope as an example Develop a core group of technicians to do this type of training Save travel, hotel and some food costs Shared training among your peers in your market More intimate. Instead of many generalized classes, you can pinpoint Move from basic training quicker because of a small group Use your shops’ equipment In today’s culture, you need a commitment from your technicians that are willing to learn every day You may hire a technician that has never used the equipment you use in your shop. Hire for this specific training Repetition if the mother of learning. Dave Denmon Dave has a contract with his techniciansWill get a monthly credit against a total he is investing in them with training Download Form HERE. This builds training buy-in and a training bond You have to train your people Technology explosion in the next five years Flat Rate vs Hourly/Incentive (hybrid) Eric: Average technician pay in US $38. That is average. Eric does technician mentoring Navy Seals: They all have their role Dave is not going to run ads for technicians he will be drafting them from previous This type of specific train is fluid. At this time just about anything goes Dave: You need a structured training commitment and a budget between $25K - $50K per year if you want to survive in the next 3 - 5 years Major corporations will control the quick services for vehicles but fixing cars that have drivability problems will become a real need in the future Flat rate is irrelevant if you can’t fix cars Dave instituted a technology service access fee on invoices to help fund subscriptions and toolsIn 5 years he collected $77K Dave: Covid-19 has opened up the job market. There are many talented technicians available. We were always held hostage by the technician shortage You must give exceptional customer experience if you want to have the highest labor rate Connect with your favorite trainer to come to your place to create specific training for your team Connect with Scott or Eric: Scott Shotton ([email protected]) Eric Ziegler ([email protected]) LINK TO AAPEXSHOW.COM/SERVICEAWARDS Resources: A special thanks to Scott Shotton, Jon Bockman, Eric Ziegler, and Dave Denmon 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

Terica Buckner grew up in Portland Oregon and now lives in Vancouver Washington with her husband Andrew and their two year old daughter Emrys. She started working on cars at Benson High School in the automotive program at age 15 and started working as the shop helper at Hawthorne Auto Clinic just before her senior year. Terica continued her education by completing her Associate degree in Applied Science for Automotive at Mt Hood Community College, working as an automotive technician apprentice at Hawthorne Auto Clinic as part of the program. Shortly after graduating she became a service advisor at the Clinic and later earned her Bachelors degree in Business Administration. Terica expanded her skillset by becoming the bookkeeper while continuing service advising, utilizing both her degrees and automotive technical experience. After 20 years of working at Hawthorne Auto Clinic she was offered the chance to purchase the shop and took over ownership 2 years later in January 2020. Terica continues working with passion in the automotive industry and is excited to now be in the position to set new standards in an ever changing field, especially with the current challenges COVID-19 presents. Look for Terica's Episodes HERE. Key Talking Points: Employee turned shop owner23 years total, started summer before senior year of high school Was apart of the automotive program in high school then a scholarship to apprentice program for post-secondary schooling Passion for fixing things A succession plan for the previous ownerWanted to retire within 5 years, Terica wrote a letter of intent for buying the business Terica had the experience in many different roles in the business along with established relationships with the employees and customers Advice for other female technicians wanting to become an owner- open communication with the existing owner, learn as much as you can about all aspects and roles of the business. Share your dreams and passions with others. Covid-196 months into owning business pandemic happens I the first week the town shut down the sales dropped 50-60%- put majority of staff on furlough, held onto 2 of their top technicians to continue working Each week got better with the support of customers Sent emails to customers to keep them updated on their sanitizing procedures and tips to keep car maintenance from not driving Staff4 females, 4 males Technician training- 40 required hours of training per year, give feedback about training classes after completed Resources: Thanks to Terica Buckner 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 Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Before joining ATI, Geoff Berman worked in his family business for 16 years and had realized that the changes I wanted to make in the business were never going to happen under the current leadership. I hit the lottery when I found ATI. Now I can influence many businesses, not just the one I work in. I found very quickly how much I loved helping shop owners and their staff change their lives. Key Talking Points: Employee Engagement ClassPositive feedback from students Animated and emotional presentation- effective because coming from the heart and passion from Geoff Top problem with the industryTech shortage due to the ego- need to communicate better with the younger generation Becoming a coachStarted working at the family business Sent Geoff to classes and schools but wouldn’t let him implement changes Left family business and replied to an ad in the newspaper as a manager for ATI- able to finally impact so many lives as a coach 16 years at ATI As a coach you need to be patient, looking past own ego as coach- humbling experience Husband and wife duos- can be challenging working and living together 24/7, successful ones have strategies in place for it Succession planning- most shop owners have skewed ideas of their shop’s worth, if you're an intricate part of the business all you have to sell is a job. Replace yourself in business first. Resources: Thanks to Geoff Berman 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. 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/axP6xZK3dgg Mike Chung is director, market intelligence at Auto Care Association. With more than a dozen years of experience in market research, Chung and his team provide the industry with timely information on key factors and trends influencing the health of the automotive aftermarket and serving as a critical resource by helping businesses throughout the supply chain to make better business decisions. Chung has earned a Bachelor of Science in chemical engineering from Massachusetts Institute of Technology (MIT), a Master of Science in environmental health management from Harvard University and a Master of Business Administration with a concentration in marketing from Montclair State University. Hunt Demerest, CPA at Paar-Melis. Hunt is Accredited in Business Valuation and a licensed Certified Public Accountant that has been with the firm since 2006. He specializes in business taxes, valuations, and does consult work with our clients all across the country. When he’s not in the office, Hunt enjoys spending time with his family, golfing, working on and racing his cars. Listen to Hunt's previous episodes HERE. John Wafler has spent all of his working career in the automotive industry and has experienced almost every position in an automotive repair facility (yes, he started as a technician back in 1982) and also owned his own automotive repair business for several years. This background, in addition to the post-secondary education he received in Business Management, Marketing, and Computerized Management Systems gives him a unique perspective on what it takes to be a successful business owner in today’s challenging automotive aftermarket service industry. John also worked as a Systems Integrator/Franchise Consultant/Management Trainer for Pace Automotive Systems in Canada for seven years and for Horizon Training and Management for the next five years, where he was introduced to RLO Training and the “Series One” Automotive Management Workshops developed by Bob O’Connor. At RLO Training John started as a Bottom-Line Impact Groups Facilitator with Bob O’Connor back in 2001, and since then has helped hundreds of shop owners achieve high levels of success through his training, facilitation, and coaching. Listen to John's previous episodes HERE. Key Talking Points: AutoCare Association has been pulling data from it’s members regarding the impact of the pandemic to help them understand and cope. They’ve provided a few slides for this Town Hall Academy Cash PositionIn early April 36% were highly concerned In May and June, 16% were highly concerned A very strong discipline for the service professional happened within the first two weeks or months when Covod-19 hit was to look at every expense.Called every vendor. They found items they were paying for and not enjoying Many found a 20% reduction in costs Too many shop owners were costing along as they become more profitableMargins, and getting fat with their fixed expenses Budgets need to be reviewed Every cent needs to be scrutinized, pandemic or not Many shops that put cash aside did not worry about getting through this The pandemic was the single most stress test on your business Many shops got the PPP money and EILD has provided them a strong cash position The aftermarket is typically immune to certain downturns, the industry is cautiously optimistic. Staff ReductionsSmaller companies were not going to reduce staff as much as the larger ones were Service professionals do not have to go into board rooms to decide and they are closer to their people and their families to ride out their decision to reduce staffIf they did it was a short period of time Reduced hours Opportunities for the independent to hire technicians from dealership layoffsDealerships were always a smart and solid place to work. Covid-19 changed that They were quick to shut down their service bays even though they were essential A number of shops considered letting people go, were not great contributors to the business. Many did whatever they had to do to keep their best people on the payroll The tough problem is the extra amount of federal unemployment is making it tough to get people back to work. The extra $600 per week makes it hard to go back. Many shop owners are rethinking wages Labor rates need to go up Charging for extra charges like concierge service is not the right moveIncrease your labor rate to cover any extra cost of doing business The optics for the customer will feel they are nickel and dimed to death Don’t be the cheapest in town OverallMany shop owners are having the best June ever. Some are booked out a few weeks We are not out of the woods and need to be cautious and be safe. Virus hot spots are growing Very optimistic for the year at the service level Road trips are being planed. May be safer than air travel The RV industry is booming Will the work from home and back to school have an impact on miles driven Many shop owners have said that the pandemic is the best thing that happened to themWith PPP and EIDL monies smart operators have helped their cash position They got caught up with debt Opportunities to buy weaker shopsSome are using pandemic as an exit excuse Resources: A special thanks to Michael Chung, Hunt Demerest, and John Wafler 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

Ashley McCabe – McCabe’s Automotive Specialist, University Place, WA. In 2015, Ashley took over her father’s decades-old automotive business. She might not have known much about cars when she started, but she sure did know about customers. Ashley started at the front counter, and her father said he could tell that she understood customer service and how to connect with people on a deeper, more emotional level. Fast forward -- Ashley is vice president of the company. Ashley has hired her first office team, and they have outperformed some of her father’s best years in business. Her father and the rest of her family couldn’t be prouder. She has a true passion for helping customers and finding her voice as a woman in a male-dominated industry. She hopes to inspire more women to take the leap and join this amazing ever-growing and changing industry. Michele Winn graduated from Lincoln Technical Institute in Indianapolis, Indiana in 1994. Here is her resume: She worked for an independent Goodyear service center for 6 years where she did brakes, steering and suspension and under hood maintenance. In 2000 she taught an ‘Intro To Drivability’ class at Linder Technical Services. She also helped recondition fuel injectors, answered hotline calls from member shops and figured out tough drivability problems that were brought into the shop. Michele always enjoyed turning wrenches and went back into a large shop environment in 2009 working for Beck Service Center on the south side of Indianapolis. She has been the only drivability and electrical technician in the shop for the past 4 years. Beck is a large shop with over 30 bays and 18 lifts. Listen to Michele's previous episodes HERE. Lauren Giver started in the industry in July 2016 when she went to work for the repair shop that had been maintaining her vehicle for two years. She was hired as the Office Manager, but a big part of her job was talking to customers on the phone and at the counter. Lauren quickly found that this was the favorite part of her job, and truly why she wanted to work there in the first place. She had never received that level of customer service or felt valued as a customer at any other repair shop and she was excited to provide that experience from the other side of the counter. After the shop manager challenged her to make a sale, when she had absolutely no technical or sales experience, she sold the job and found that she enjoyed writing service just as much. It allowed Lauren to help people, which is what she wanted to do. After nine months, she was informed that the owners were retiring and selling the building, but through the connections that she made, Lauren found a wonderful home at Los Gatos Auto Service in Campbell, California where she currently writes service, full-time. Listen to Lauren’s previous episodes HERE. Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE. Key Talking Points: Technician shortage- women are an untapped talent3% of technicians are female 20% of service advisors are female Under 1% shop owners are female Over 50% of customers bringing a vehicle to shop are women/wives Women in the automotive industryValue and worth isn’t based on gender Skills are questioned more from customers than coworkers When customers respect the shop owner they respect the people that work for the owner Age discrimination with elderly male customers Don’t assume shop owners aren’t women Younger generation typically doesn’t care about who is doing the work as long as it gets done and they had a good experience Culture- support women Not “My way” it’s the way of your shop as a business Double standard, women being assertive can be perceived as “bitchy” Having a mentality of not making others change in order for you to fit in Welcoming more women in the automotive industry- lack of knowledge for younger women Need more women shop owners and women speakers at schools A clean environment is important to attract all employees especially women Resources: Thanks to Ashley McCabe, Michelle Winn, and Lauren Giverfor 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 The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Learn more about NAPA Smart Sign, and the hundreds of other benefits 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

https://youtu.be/pMFPfdOzT0Y Danielle Bohlman is an owner with husband Brett of Highway 7 Service Center in Newell, IA. Find Danielle’s other episodes HERE. Dave Martin is the Owner and President of Martin’s Auto Repair in Phoenix, AZ. His automotive career began pulling weeds on the shop property then as he got older Dave moved into a station helper and gas attendant. Dave then became the shop manager before taking over the family business from his father in 2006. Dave married his wife Bo in 1992 and they have an adult daughter, Qamree. Dave bowls, plays over the line baseball, and is a passionate football fan, proudly supporting his lifelong favorite team, The Dallas Cowboys. Dave was born with Spina Bifida and wants to help others affected and increase public awareness. Elected as Chairman of the Board for the Spina Bifida Association of Arizona in 2012 and has been involved of in its growth through events and fundraisers. Dave also volunteers as a speaker to community organizations and young adults showing how he doesn’t let Spina Bifida keep him from his goals. Find Dave’s other episodes HERE. Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE. Drew Horton is a Technician from HWY 7 Service Center in Newell, IA Key Talking Points: 78% of Americans live paycheck to paycheck - 50% worry about it. It is a spending problem not an income problem. When people get nice raises over time they never pull out of their spending habits because they always spend more than they makeMany cannot see beyond their next paycheck The amount of pressure at work is high whey you can’t pay your bills and is much less when you have a handle on your spending Many don’t know where their money goesWhen they list what they spend their money on it is an eye-opener Part of the problem is financial institutions offer credit cards, a line of credit, loans. You can get a car loan for 84 months. That is the only way an affordable monthly payment can be made Shop owners need to share financial responsibility with their people. It is not normal to live paycheck to paycheck Dave was giving an advance on their paycheck and that didn’t help them. He eventually stopped it when he sent his people to Dave Ramsey’s Financial Peace seminar. Find it on the Books Page Here Drew’s marriage is improved as they went through the class last February.They are happier now that they have a money management discipline Frank: A couple with $10K in debt and no savings are twice as likely to get divorced and a couple with $10K in savings and no debt A Ramsey quote: Live like no one else to later you can live and give like no one else As a couple, you need to have one goal as it relates to money Sure use credit cards but you must pay them off every monthCredit card interest and fees is highest you find anywhere In the financial world, there is the FICO scamYou have to have a good credit score scam People borrow to increase their credit score. The dichotomy What are we overspending on?The little things. It all adds up and you do not realize it If you are looking for credit card incentives you tend to spend more People spend money to feel comfortableKeeping up with the Jone’s Thirsty? Spend $4 at Starbucks Going to dinner makes you feel comfortable BOOK FRANK MENTIONED???The Millionare Next Door Find it on the Books Page Here How to start!You don’t have to be great to start you have to start to be great Find the discipline You can climb out, but you’ll need help and gain a commitment to the end Do things tougher as a team to get through your financial strugglesWork together to see debt disappear Similar goals as a couple When Drew and his wife pay off a debt they do it together Dave Ramsey says: If you are broke you can’t help anyone else It is easy to fall of track. It is a mindset, but you can fall off. It requires a strong discipline. It is worth it to continue the lessons to keep you tuned in. DaveRamsey.com can get you started A budget is a big part of financial peace. A budget tells your money where it is allowed to go before it is gone Stop being sick and tired being sick and tired Invest in your people. Pay for a Dave Ramsey class. Resources: A special thanks to Danielle Bohlmann, Drew Horton, Dave Martin, and Frank Scandura 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

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: Tire business in Canada 75% of population use winter tires- rubber compound remains flexible under 35 degrees Winter tires brake 25-30% better than regular tires- braking is most important with driving a vehicle Symbol for winter tires- 3 peak mountain and inside is snowflake symbol All-weather tire- not comparable to pure winter tire, gives less mileage and less traction Quebec is the only province in Canada that has legislation laws for winter tires Key to business is inspection- can always improve Production facilities in North America/Asia do not have the capacity to service the winter tire market in USA Customer for life How much is a customer worth over the course of their lifetime in automotive purchases/services/accessories? $332,000 in 1985 If you let your customer go somewhere else for goods/services chances are they won’t come back Displaying tires in the shop Recommend having 2 tires out on the floor Tire buying program/storing winter tires Tire focused business to maintenance focused business People, process and product Training basic automotive understanding-emotional intelligence is most important for hiring Help your customer’s get ahead- cheaper for them to keep vehicle than replace vehicle For every dollar spent in maintenance, you save $15 in repairs- keep open communication with customers especially with products and warranties Does customer satisfaction make a difference if they return or not? The reality is no. If the customer has emotional attachment/connection to you they will come back Slow the process down- take time with your customers and employees, have a business that cares for people Resources: Thanks to Alen Beech 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. 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

Brian 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 Key Talking Points: Processes in a businessCritical to have systems in place- easier to manage processes and procedures than managing actual person Follow up is most important- inspect what you expect, teaching opportunity Phone call etiquette- welcoming and inviting customer into shop, remain upbeat, play back examples Rewatch surveillance cameras- are you greeting customers at the door? Recognize good behavior- keep employees engaged and motivated to continue to follow Be consistent especially if you have more than 1 location StaffingDevelop criteria for what you’re looking for for each specific position Pre check- spend 20-25 minutes with scheduled phone interview first Face to face interview- confidence and energy? Never make someone work for you- you can teach someone to have passion, drive and desire Observing/shadowing at a shop- is it a good fit for them? See processes/procedures. Interact with current employees Always be recruiting- continue to build network and relationships in case you do lose an employee. Look for talent outside of the auto industry. YouNetResults- coaching companyService advisor training Focus on leadership, hiring/recruiting, general manager training, daily operations, financials, workflow tools, front counter interactive workshop Resources: Thanks to Brian Gillis for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. 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 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 NAPA PROimage, 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

https://youtu.be/RFCPIqI_0ok Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. At the age of 22, he left school and started his first business. He bought his first three-bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI. Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes HERE. Key Talking Points: A Technician tested positive for Corona Virus and discovered on a Wednesday His shop was closed Thursday, Friday and Saturday Symptoms can’t taste food or smell (not typical) Kirk told everyone he would have been in contact or interacted with him He will require a negative test before he comes back to work Many of his co-workers were not that concerned with the virus and everyone got a dose of reality His shop went to a grinding halt. There were 13 employees involved. His first thought was to keep everyone safe There was a physiological switch in people that a co-worker got the virus (can’t happen to me) One of his first goals was to locate testing centers that could give him a quick turn-around for his team to minimize the days he would be closedHis team went in their own direction which delayed his re-opening Find a testing center that can turn results around in 24 - 48 hours if you will ever need it In some cases, it took 4 days to get results He had to find a company to sanitize the entire building Customer messaging was also importantEvery customer was understanding Got some test results by Sunday, but not all results were in on Monday, yet he still re-openedSome test results came in Monday The county did call them and ask what he did to remedy the situation Kirk is a multi-shop owner. Early on when COVID-19 he created a policy that no-one could work or visit another of his location. He did not want any cross-contamination to minimize exposureHe had a breach in the policy when they transferred loaner cars, and the people from the second shop had to be tested One of the techs at the second store refused to get tested. He also said he had Cornona Virus. Be prepared for some of your people who don’t want to be tested and what you will need to do to remedy the situation Kirk is using diluted bleach for sanitizing the shop and customer vehicles Based on questions and being inquisitive Kirk believes his tech may have gotten COVID-19 from a vehicle he was working on As a shop owner Kirk has established rules to protect his people and customers. But he cannot patrol every person every minute of the day.It is important to use this example to remind your people of the important of sanitizing, social distancing and protecting yourself and others If it happens to you:Close your business Get everyone tested. Know where you are to send your people (predetermined) Sanitize the entire operation (do your research before you have a need) Keep your plan to yourself or your manager Resources: Thanks to Kirk Richardson 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. 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/HTllgpGyKpw Carrie-Lynn Rodenberg, the owner of Turnkey Marketing, founded her boutique marketing firm after moving from New York where she was in charge of the direct response marketing for a 10 BILLION dollar company (Emblem Health). She went on to be the Director of Marketing and won the 2nd place Infusionsoft Ultimate Marketer Of The Year Award. Carrie-Lynn graduated from the University of Virginia, which is considered a “Public Ivy League University” and is one of the top 25 universities in the United States. She is a hard charger that is a total marketing nerd. Most weekends you can find her reading books on business and marketing, playing with her two dogs Paxton and Charlotte, or volunteering at church. She and her husband/business partner, James, live in the Kansas City Metro. Turnkey Marketing was founded on the principle that all work done well is important. The work done in the aftermarket automotive industry is important – it keeps us and our cars safe, and lets us live with much more freedom. Carrie-Lynn says “Turnkey Marketing exists to help shops effectively communicate in their community, with their customers, and potential customers, all the good work they do so that your repair shop can be known as the trusted, “go-to” shop in your area”. Turnkey Marketing does this by providing cutting-edge marketing that actually works and increases car count. Turnkey Marketing is a family-owned and operated “one-stop-shop” boutique marketing firm that does everything from social media campaigns to providing the professional shop an entire marketing department. Find her previous episodes HERE. Turn-Key Marketing Website HERE Kim Walker from Shop Marketing Pros is a social media expert. Kim’s experience includes a school counselor and teacher. Her husband Brian, started his own shop while he was a Mercedes technician in North Carolina. Then asked Kim to leave her school job and join his service business. Then for specific reasons left to go back home to Louisiana. It was almost destiny that they engaged with Shop Marketing Pros. As a former shop owner, Kim’s advice and expertise on social media is perfectly matched because she’s been there and done that. She is on the Car Care Council’s Women’s Board, an ATI and Management Success Graduate, and their shop was a Motor Age Top Shop winner two years in a row. Their shop experience is without question, so when she talks about social media as it relates to the automotive service professional, she has the experience that matters. Look for Kim’s other episodes HERE. Shop Marketing Pros Website HERE. It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States. Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight. Jennifer Filzen Previous Episodes HERE. Rock Start Marketing Website HERE. Key Talking Points: Carm’s opening thoughts: Authenticity, organic, community, family, business family, restaurants, celebrations, grateful It is hard for some to be authenticWe are special and unique but we all do one thing together and the same we repair vehicles to make them safe and reliable Let people see who you really are Authenticity shows your vulnerability that connects to your tribe Tell your customers story Connect with your customer at their level Don’t talk above them but with themEating lunch with the team or celebrating a birthday Bring authenticity to every new relationship Take your tribe on a journey so you can trust us You have to give before you can ask Go easy on the hard sell Social media is but one piece of your marketing Step back and look at your big picture. There is more than fixing cars, your people and Kim recommends a book They Ask You Answer by Marcus Sheridan. Find it on the website’s books page HERE. Be a better listener what are your customers asking? Are you posting on your Google listing? Customers look at so much before they call you. Put your customer’s eyes on. See what they are seeing Shop owners are too close to their story. They are super hero’s and that story needs to be toldDig deeper in your story Share what makes you special and unique and find a resonance in your tribe. Not everyone will resonate what makes you unique You need to do Facebook LiveDon’t spend on making a perfect ‘commercial’. You do not need that. Sincere, authentic, organic One to three minutes. Share about your shop what you do what is happening. Think like a customer not a technician or shop owner You can do FB Live privately (only to yourself), so no one sees it so you can gain confidence Please put in a description You are falling behind if you don’t do FB Live Be human. No need to be perfect and slicked back Find something Educational, Engaging and Entertaining WhatWhat are you posting Capture the moment ‘in the moment’Stuff that is going on in your world Take a lot of pictures. Pick something you can use Don’t worry if you don’t get a lot of likes or shares. Move on do another. Don’t get discouraged. There is more to the success of a post than just a few likes What is your end goal is to get people in your shop During the major lockdown, many shop owners were doing a ‘concierge’ service which you can call touchless and a level of differentiation. That may be here for a long time and there is a great reason to continue indefinitely Coming out of COVID may necessarily be a big change in messaging, not reinventing the wheel, but help them in the coming out and into the next phase and make them comfortable What are my customers thinking and create posts that are connected to that?Sick of being stuck at home Where do we go on vacation today, can we be safe Idea. Give your customer a ‘first aid’ kit that includes mask, hand sanitizer etc Ask your customer where they are with COVID. Do they want to wear a mask?? Create a conversation starter Don’t let your struggle go to waste. Learn from it. Resources: A special thanks to Kim Walker, Jennifer Filzen, and Carrie-Lynn Rodenberg 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

Peter Nielson is the Hybrid Guy in the hybrid and electric car space of our industry. His company Certified Auto Consulting, came about to help other niche companies inside the hybrid and electric car market grow. As an independent contractor for sites like TorqueNews, he use his professional skill set to help others achieve success. Peter is always looking to help any specialty shop get more on their bottom line, but he is partial to the hybrid market at this time. He is currently working towards building a hybrid repair and training facility. He want to provide quality hybrid and electric car training material to shops and schools. He will also do charity repair work for families that have children with cancer. Building his personal brand and influence will allow him to make a bigger impact. Peter have been key in launching the Cat Security™ protective shield. He has also been studying under Craig VanBatenburg to become a west coast trainer for ACDC. He has a great sense of online marketing and sales that has helped many other small businesses grow exponentially. Something interesting about him is that he have now owned 9 hybrid cars. He enjoy solving problems on hybrids which is one reason he keeps buying them. On a more personal note, He has been married for 12 years this year and have 3 boys. He holds a bachelor of science in Automotive Technology from Weber State University In Ogden Utah. Key Talking Points: Author and writer for TorqueNewsStarted working on hybrid vehicles and became involved with hybrid Facebook groups. One of the administrators was Chief Editor for TorqueNews and reached out. Cat converter theft- multi billion dollar black market industryPrecious metals are densely packed and sold. Prices for precious metals are constantly changing. Recently, China has sought after Palladium- roughly worth over $2000/ounce Prius converters very popular especially Generation IIHave 2 separate converters Easily taken off Toyota of San Francisco dealership- over past 3 months had almost 600 replacement converters Can cost car owner over $5000 to replace converter Cap City Muffler- Cat Security Shield (www.getcatsecurity.com)Customer had converter stolen twice within few weeks, owner designed shield to cover without compromising vehicle Designed per vehicle- tailored fit Price for insurance to replace cat converter is $2,500+Some insurance companies will cover it, some will total vehicle Resources: Thanks to Peter Nielson 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 NAPA CarVantage, 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

Scott Shotton has over 25 years of technical experience in automotive repair shops. As the owner of The Driveability Guys, Scott performs mobile diagnostics and reprogramming for local repair shops in the DeKalb Illinois area as well as industry training around the United States and Canada. He was also one of the four trainers for the Illinois EPA’s vehicle emissions testing program. Scott has been an automotive instructor at Kishwaukee College since 2009. Prior to Kishwaukee College, Scott was adjunct faculty at the College of DuPage for 7 years. He has a degree in Automotive Service Technology as well as many hours of training by manufacturers and independent training entities. Scott is also recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. Scott has written many technical articles for Motor Age and Gears magazines. Scott became an ASE Subject Matter Expert (SME) in 2017. Scott currently maintains 21 ASE certifications including Master Automotive Technician, Master Truck Technician, A9, L1, L2, L3, Alternate Fuels and more. Scott’s previous episodes HERE. Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE. Key Talking Points: Podcast episode RR 513 with Scott Shotton on Silver bullets In general, Silver Bullets don’t sit well with Matt Matt believes there is a loss in ‘pathing’ in diagnosing todaySilver Bullets should be a piece of your discover processes He believes they should be at the end of discover Pattern failures allow you to hit a high percentage You must learn how to process data you received by a scan tool data stream, scopes etcData to lead you to a root cause Training and networking will help you without going to a data base (resource) Scott: “If you know how it (supposed to) works, you can fix it”He believes you need to do your research early in the process with the data bases Matt, much learning occurred late at night on forum chatYou can get to reliant on the bullets When things don’t’ go your way where do you go, what do you fall back on?Likened to GPS and follow the instructions and it takes you there. If you lose signal or road construction you need to rely on instincts, topography to get to the destination Matt realizes that a blended approach to pathing, inherent knowledge, and data research is what he uses every day Data banks or silver bullets are an approach says, ScottPlug in a scan tool, record the data and use it as another tool for your research Matt says if you use a bullet, ask how you could have gotten there on your own The longer Scott does this the less he relies on TSBs and Data Bases because he has developed a skill set to diag the car Some solutions don’t tell you why There are some vehicles that you are not going to fix Research and learn and make it part of your diagnostic process Solutions can come from your network When you look at the top 3 solutions. Consider how you could have come up with them It is training, networking and bullets Make yourself a list and go through a process of elimination Grab as much data as possible without getting dirtyMake a list of possible problems to solve the problem code Start eliminating using the data Training, TSB’s networking and data resources Resources: Thanks to Matt Fanslow and Scott Shotton for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. 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/8I_6equiTFI The Panel: Denise Guyton-Boyer, SVP Commercial Lending, FCB a Division of ACNB Bank. Denise's banking career has included branch management, consumer and residential lending and commercial lending. She attended Community College, University of Maryland School of Banking, Xerox University of Commercial Lending. Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Homebuilder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969. Mark also serves on the Board at Shertz Community Bank, is a Board of Director of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE. Dwayne Myers, Dynamic Automotive 4 Stores Frederick, MDShop Owner. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE. Key Talking Points Dwayne’s banker, Denise Guyton-Boyer is his friend first and banker secondTrust is what the relationship is about It is good to have a strong relationship to help get through tough times The banks in your time should be calling on you even if you don’t do business with them Both Mark and Dwayne believe in the value of community banks vs. the big corporate (national) banksMore personalized and involved with your business As Covid-19 proved the relationship with your banker helped navigate the PPP loans with SBA. You do not want a transactional relationship. No matter the situation you want personal service Keep in touch with your banker. Talk to them about your business and our industry Your personal financial statement is very important to gain commercial loans. This helps the bank realize their risk with a personal guarantee. If you are looking for bank support you will need to provideBackground on your business Three years of tax returns Three years of personal tax returns A debt schedule and payments Financial statements Purpose of the loan Collateral for the loan Cash flow statement Mission statement Cash is king. Your banker can help mentor you to financial success to get you to the point where you can borrow money and we a risk they are willing to takeThe banker should work with you hand in hand to process and secure loans. Will help you consider SBA loans if you do not have enough cash or collateral Credit Unions are an option Mark has learned a lot since being on a banks board of directors and on the loan committee.He has seen all kinds of personal financial statements that tell all Dwayne says to always be truthful with your banker. A good month or bad share it all.Their bank did a video of Dynamic automotive. Watch it here: https://bit.ly/3dH9vim Denise gave Dynamic a second chance at lifeShe saw something in the business to help them In five years they have grown to four stores A business plan is important for a banker to know where the business is goingCash flow projections Work with your accountant. Your Accountant is part of your advisor family Have a solid relationship with your branch manager and their team Banks can offer:Credit cards Construction loans Mortgages Rehab loans Many businesses do not want to pay taxes and their Financial statement reflects that. If you want to borrow money your statement should reflect the correct net profit Having a credit line can be an important facility to have to support your businessUse for cash flow Short term purchases if cash wasn’t available It is a short term loan and must be paid back Can be used during a crisis as we had with the pandemic Resources: A special thanks to Denise Guyton-Boyer, Mark Roberts and Dwyane Myers 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

Dave Martin is the Owner and President of Martin’s Auto Repair in Phoenix, AZ. His automotive career began pulling weeds on the shop property then as he got older Dave moved into a station helper and gas attendant. Dave then became the shop manager before taking over the family business from his father in 2006. Dave has worked to bring the business into the technology world communicating with customers at their level with digital inspections, email and texting. Dave also knows a key to a successful business is having a team that has strengths he does not. One example is his decision to hire an in-house marketing director back in 2010 (no shops were doing this then). Having a person in the shop who gets to know you and the entire team along with day to day processes brought a bigger success in marketing than imagined. When the person marketing your business knows you, they can then take on your personality which adds the personal touch many businesses were lacking. The shop is well known through the website, social media and fun videos Dave has been “persuaded” to do. (He loves doing them). The shop added the ability to email and text these videos to customers which has been a big hit. Customers and followers now look forward to the videos with the fun and creativity he gives. Dave married his wife Bo in 1992 and they have an adult daughter, Qamree. Dave bowls, plays over the line baseball, and is a passionate football fan, proudly supporting his lifelong favorite team, The Dallas Cowboys. Dave was born with Spina Bifida and wants to help others affected and increase public awareness. Elected as Chairman of the Board for the Spina Bifida Association of Arizona in 2012 and has been involved of in its growth through events and fundraisers. Dave also volunteers as a speaker to community organizations and young adults showing how he doesn’t let Spina Bifida keep him from his goals. Key Talking Points: Culture change was keyCulture wasn’t necessary 10-20 years ago- a different generation now, businesses have to change and adapt Empowered employees to make decisions Keeping up with technology and training Embrace change and be apart of “team” atmosphere Get in front of the camera- make videos for your customers to watch Younger team of techniciansHard to find seasoned technicians to replace technicians leaving Owner and manager decided to hire “grow your own” younger technicians and started to train them Weekly meetings- each employee tells team a learning moment they had that week so everyone can benefit from it Smartest hiring decision was hiring marketing manager in 2010- she was able to understand the culture of company and owner’s personality and portrays it on all social media and advertising platforms 3 life lessons from fatherNo free lunches, you have to work for everything you get, nothing good comes out of you getting something for free Succession planningThe average age of owner is 55+ Important to have open discussions with owner and buyer- communication is key and both parties knowing what each other’s expectations are Community supportChairman of board for Arizona’s Spina Bifida Association- Dave was born with Spina Bifida Encourages those affected to never let Spina Bifida stop you from pursuing your goals Dave Martin’s 5 Key TakeawaysYou must have a strong foundation of work ethic Communication ensures everyone works towards the same goals If you learn to think outside the box you’ll become a great problem solver Always be ready to embrace change It’s a marathon- stay consistent and never give up Resources: Thanks to David Martin 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, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Learn more about NAPA Insurance Center, 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

Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes HERE. Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE. Scott is the founder of diag.net. Find other episodes that have featured Scott HERE. Diag.Net HERE 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. Sheri Hamilton is the Midwest Auto Care Alliance (MWACA) Executive Director. She does not only lead the shop owners in six Midwestern states, she is also the Conference Manager of VISION Hi-Tech Training and Expo. Hear Sheri’s previous episodes HERE. Key Talking Points: Serving your customers will need innovation based on each customers way of being served Innovation and evolution on looking outside the industry to find new and different ways to serve, survive and compete We meed to present the details and complexity of the car to our customers in a clear way so they understand Embrace change. Become a change agent.If you choose to change you decide not to change Be careful not to say ‘Never’. You will adapt. Don’t fight it. The 5% of people that separate the good leaders from the great leaders. We’ve been forced in the last few months to make those tough decisions. We should be in a continuous loop upgrade to your systems and processes. The slowdown should have prompted you to spend time looking at this critical area of your business People have different learning styles and on-line webinars are for them. Some cannot pay attention with digital training. LMS (Learning Management Systems) will be involved to test if knowledge transfer happened. We are a resilient industry when confronted to do somethingYou must move and act to keep ahead of the pack Many shops have not missed a beat and their numbers Shops must become more efficient Look at their marketing skills They are reminded that everything matters They are missing communityOnline networking has helped “A person who thinks they are leading and no one if following is just taking a walk.” John MaxwellAs an essential company, how did you lead your people through the crisis? No one told us to disinfect cars, protect our customers and people, what our customers wanted in a touchless, sanitized transaction. We had to figure it out on our own There are so many government agencies that put pressure on businesses to shut you down, don’t let your leadership skills hurt your business Scott Brown is extending his branding on loaner cars by putting a sign inside the car that says it is a Covid19 support vehicle Change does not come all at once like a waterfall. It is iterative. Incremental. Agile. Put into practice and see if it works. Being an essential business was good for our mental state. Even is no cars to fix we had a place to go every day. Sheri Hamilton. There will be changes in the meeting industry. It will be dependent on the facility. Theatre vs classroom seating Check-in methods will be different Possibly health screening Meeting face to face will continue to be important If you have DVI and do texting, don’t stop there.Will 3D printing be in our future? Voice technologies will grow. Will touching become taboo? Alexis skills. Keyboards and mouse is old tech. Will voice take its place On-line meetings. Will they become the standard? New car sales slump will help our industryWe can help our customers keep their vehicles for 200K+ miles to improve their ROI We need to tell our customer that we are going to keep your vehicle safe and relatable and have a sanitized experience.Tell them how we are going to handle the transaction. Reassure them that you are doing everything to keep them safe Book: The 21 Irrefutable Laws of Leadership John MaxwellLink to Books Page. Use your credit facilities to help customers do the right repairs. Look at the ads on TV for Car brands. They have 0% and 84 month terms. They are creating a ‘credit’ buzz around buying a new car. If your organization has a negative ‘state of mind’, you need to lead it up and out.Build the team by asking them to help solve your problems Ask them for solutions to their problems Be empathetic if you lay someone off Explain that you did not save enough money for a rainy day Be truthful and learn to lead. Be transparent Associations are an important resource and to build community so you know you are not going through any challenge alone Don’t be an islandNot one person has all the answers Networking Continue to adapt. Every day learn something new. Ask your team. Marginal gains. Google it.The compounding effect of making one small change every day Give yourself credit for what you are doing great Don’t beat yourself up if you stumble Eat an elephant one bite at a timeWill you change or will someone make the decision for you? Chris hates the name aftermarket and it should be promarket Go to a conference when things open upConnect with shop owners. We don’t know everything Our industry has achieved a lot. We should be proudWe’ve been through a lot and reflect on what you did. Learn from it. Resources: A special thanks to Carolyn Coquillette, Sheri Hamilton, Chris Cloutier and Scott Brown 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

With me is Maryann Croce from SmallBusinessvantge.com. She and her husband Tony also own Croce Transmission in Norwalk, CT. As a business owner, she can chalk up many a mistake that has turned into wisdom. She has been there and done that and shares 5 key principles to help a startup business person get ahead of the game. She is speaking to resilience, commitment, getting help, being curious and giving. Learn why messaging, relationships and financials are vital no matter what stage you are and your business is currently in. Don’t believe you need to go it alone. Maryann was a banker turned business owner. Tony was a technician turned shop owner. She is also a member of Women in Auto Care and owns smallbizvantage.com Her biggest mistake as a new business owner was thinking she had to do it all. This is one of the reasons why her signature talk “Gain Control by Letting Go” was created. Maryann is also a member of Women in Auto Care and owns smallbizvantage.com. Hear Maryann in her previous episodes HERE. Key Talking Points: Technicians turned owner- technicians are do-ers, want to get things accomplished but end up being stuck in comfort zoneOwner different skill set- need plan of action and look at business as separate entity MVP: mission, vision, purpose- why are we doing what we do every day? What motivates you besides the financial aspect? What are your core beliefs? What led you to become owner? Impact, community, purpose- communicate that to your team, align yourself with employees and customers that want to be part of it Maryann’s inner motivation for business- resource for community, gave different perspective looking at business How do I ________? Grow sales, close more sales, cut costs, build business culture etcStart with you and 1 problem at a time Example: Struggling with sales- what is the process? Who are you marketing to? Is your customer your ideal customer? Look at business from the viewpoint of the customer- what is their challenger? Want a vehicle repaired but want convenience, warranty loaner car etc. Never unload your problems onto customer- part did not come in, technician out, it negatively affects customer’s experience Your business needs to be sustainable long termHabits of not charging for certain things, discounting etc- you are not making impact or helping your business Dive into your reviews and feedback- businesses grow when owners grow Smallbizvantage.com- free resources Resources: Thanks to Maryann Croce 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. 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

It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States. Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight. Jennifer Filzen Previous Episodes HERE. Rene Arreola is a graphic artist and the head of Rock Star Marketing’s Media Division. Prior to joining Rock Star Marketing, he worked for over 20 years in the commercial printing world as a graphic designer and digital prepress manager. Rene is also a freelance illustrator. In addition to being an artist, Rene enjoys dancing and teaching West Coast Swing with his wife, Jennifer Filzen. Key Talking Points: Jennifer Filzen and husband Rene ArreolaRene is a graphic designer and comic book artist- responsible for the media division Branding- attract the tribe you are targeting Everything we do reflects your own brand- answering the phone, service advisor, candy and cold water in the lobby, check-in/checkout, open door for customer Gather information about the client and their goals- what is your message? How do you want to be perceived as a person? Open communication with client- collaboration Logo design- Why do you want to change it or modify it? Refresh design can be risky, does the logo have a history? Who are your competitors? How will it look on a business card/brochure/website/ads? Use a simple font that can be read from any distance Is your website updated? Responsive design? Stand out amongst the cookie-cutter branding- everything you are doing reflects your voice, be consistent, are you specialized, how are you unique? Get creative and stand out- Instead of using pictures of team Rene created illustrations of each team member of a client, created comic book brochures Video ads- most important, will always catch your eye when scrolling social media Make customers feel like they are valued and you treasure them- creates loyalty “What dancing taught me about running a successful business” Jennifer Filzen BookJenniferfilzen.com Teaching in dance classes apply to businesses Shop owners have bought copies of the book for each team member, exercises to improve teamwork Started creating video modules demonstrating teamwork New video blog “Marriage Plus Business” Resources: Thanks to Jennifer Filzen and Rene Arreola 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. 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 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

Phil Carpenter has been in the automotive industry since 2002 however his passion for Automotive started much earlier. He bought his first vehicle at 14 years old and still has it, a 1959 Chevy Pickup. He has spent time as an Audi Certified Technician, Service Advisor, Parts Specialist, Service Manager, General Manager and currently, is the Director of Operations at Urban Autocare and Avalon Motorsports in Denver, CO (four locations). His credentials include an ASE Master Certification as well as an Associates Degree in Automotive Technology. Phil was Brian Sump’s first employee at Avalon Motorsports and since has led his team to win many industry awards as an independent shop manager including Motor Age Top 10, BBB Torch Award and other community awards. He is the President of the Mechanical Division for ASA Colorado. Phil's Previous Episodes HERE. Key Talking Points: Started as a technician in dealershipsTook 3 years of automotive classes in high school then went through Universal Technical Institute and AUDI Academy Didn’t feel fulfilled in the dealership Referred to Brian Sump through mutual coworker- had online part sales business and wanted to start shop Connected with Brian’s passion and drive- took pay cut and went to work with him in 2007, humbled beginning, 4 shop business now, continue to counterbalance each other Was stagnant for first 3 years, moved original shop to busier location, sink or swim Went from technician to service advisor to general managerHad health issues early on and knew couldn’t stay technician for long, worked as both technician and service advisor in early stages of business which became too difficult Chose to stick with being a service advisor- enjoyed the challenge and being outside of his comfort zone, developed different skill set, had service advisor training and hired private coach After a year and a half started looking to a manager position at a second location- growth as leader skyrocketed, Brian trusted and believed in Phil to lead As technician- loved the sense of accomplishment and pride for fixing vehicles As advisor- thrived by gaining customer’s broken trust from previous shops As manager/director of operations- continues to be motivated by seeing the potential of employees and helping them reach the next step of career. Employees can grow within the business instead of leaving the shop to grow Brian and Phil continue to tell new employees about their story of early humbled days- come so far and still, places to grow, attract quality employees that want to be a part of the business and engaged Have to be willing to dedicate yourself to training, encouragement, and criticism to move to the next level Ways to continuing growing automotive industryConnect with local schools and community Resources: Thanks to Phil Carpenter 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. 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/rYUflCxKOLc Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Listen to Rich’s previous episodes HERE. Jim Cokonis Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in these Remarkable Results Radio Episodes HERE. Key Talking Points: Future of trainingJust because of COVID-19 we should be re-thinking training Virtual training is coming For leader-led trainers, they have not been out for a few months and not sure when it will change How do we validate and confirm that knowledge transfer has taken place? Has our craft changed?Are we teaching old technology? Is distance learning going to be a key to the future? There are huge conversations being held everywhereShelves were stripped of webcams, headsets, monitors We need to learn Bluetooth, video switchers, cameras, streaming services. The learning curve is there and the student uptake will need to be measured. Do we need to let some of our old training ideas and techniques die?We are teaching old curriculums through NATEF guidelines that are not in play today. Rebuilding Master Cylinders and Wheel Cylinders as an example Our advisors need to become more involved. The generations learn differently Do cell phones have a purpose in class or in shopsSome have not value Some realize that they are tools Career PathingConsidering the aircraft technician or FAA model to earn a certificate for an area of repairSchool, on-line, interaction, hands-on Multiple Choice Test Demonstrate to an accessory you know the skill Let’s get away from the sage on the stage (Anthony Williams) and downloading information to studentsThe teachers need to be sure the student is comfortable with the new knowledge. Education today in silos. Electrical. Front End. Brakes. Physics is physics Science unites thing We need new blood and new ideas as trainers in the industry Jim Cokonis: “I’m not here to herd cows, I’m here to make hamburger.” Using YouTube. Should we have a peer review team? “Google Scholar” to verify that the videos published have value to the industry with a review board that the repair and technique is safe and correct for vehicle owner On line training get the interaction that may not come from a leader-led class. Ego’s don’t get in the way Will boutique training catch on?Small, intimate, localized training. The trainer comes to the shop. Theory and hands-on Theater-style training with an audience and multi-camera shots with picture in picture streamed to students all over the world. Diag tools today have capabilities to get support, through the tool, to help techs find the solution.Will the tech learn with this ‘extra’ help? Will some techs learn a lot about the diag and the features of the tool? For quality training, there needs to be a supportive shop owner. It is harder for the tech Resources: A special thanks to Rich Falco, Jim Cokonis, and Matt Fanslow 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Chris Collins Story If you absolutely insist on playing by your own rules, living beyond the edge, turning your trials into strengths, your passions into a lifestyle and your ideas into gold…then I’d like to share a little story with you… It’s about going against the system, refusing to conform to the 9-to-5 status quo, and achieving a life of freedom, excitement and unlimited possibility that few people believe is even possible. It wasn’t always this way though. In fact, it used to flat-out suck. You see, growing up, I had a stepfather who was a pastor-missionary in Mexico, which made me a missionary’s kid. My early years were spent bouncing between Washington and the downtrodden city of Tijuana, Mexico. During the summers, my mother and I would stay in Washington with my grandparents, while my step-father traveled from church to church, gathering support and coordinating youth groups to build houses for Mexican families on free plots of land given to them by the government. As soon as the summer would end, good ol’ Stepdad would shuffle us back down to Mexico, where, on the back of a motorcycle, I’d shoot north across the border each day to attend school on the U.S. side in Chula Vista, Ca. After school, I’d head right back to TJ to do missionary work. My stepdad was terrified of the possibility of anything secular grabbing ahold and influencing me into some imaginary wayward path. He only allowed me to attend a private Christian school, where the kids had nothing but the latest, greatest, newest stuff. Meanwhile, I lived on handouts and trotted around in worn-out, old hand-me-downs donated by the church. I was constantly teased and bullied—in Mexico for my pale skin and golden hair, and at school, in Chula Vista, for my ragged donated clothing. Then, when I was thirteen, during my yearly summer pilgrimage to Washington, my Stepdad abandoned us in the middle of the night, cleaned out our bank accounts, and ran off with a 21-year-old girl from the church, who, it turned out, he’d been having an affair with for years. Mom and I were left homeless in Washington State, without money, resources, or hope. https://chriscollinsinc.com/ Key Talking Points: Running a business- using a system not an idealized version of a business If you’re not following a system then will have lower numbers Can’t put good people into bad system- system first then people second Top performing employees thrive on successful systems and processes Good systems are scalable The average shop is short 3 people- 1 in bays, 1 at the counter, 1 at office Dealerships have home-field advantage yet still lose 75% of customers once they sell car Success is a mindset- be open-minded, always ask questions, the enemy is you Vision 2020Go back home and perform 3 changes you learned within 30 days- 1 change per week Service advisors- Bridging the gap and taking care of customersAre your service advisors spending their time with customers or doing other things because the proper system isn’t in place? Building rapport with the customer- when customers chase you that’s when you lose them Car delivery- is the car ready and staged for the customer to pick up? Car is a commodity, not relevant to the relationship with the customer Customer experience- connect on deeper level, never betray their trust Labeled as “repair shop” for certain customersGaps in visits and high ticket invoices Car is an asset but the customer is a client for life Resources: Thanks to Jeremy O'Neal and Chris Collins 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. 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 Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Mark Phillips is editor and publisher of Aftermarket Intel and has been in the automotive aftermarket for more than 12 years. Previously, he was editor of newspapers in several cities in Ohio and Boston. He is a graduate of Ohio Wesleyan University. Aftermarket Intel HERE. Key Talking Points: Automotive industry- essential industry during the pandemicLos Angeles County stay at home orders for next three months but Ohio has more than 90% of businesses are open- long road to reopening as a country To get unemployment down to where it was (4%) it could take up to a decade or more Easy to stop the economy and have people stay at home, harder to bring people back Travel continued to be limited Manufacturing facilities starting to reopen- are consumers ready to buy/lease vehicles when uncertain about employment? Opportunity for aftermarket repair businesses GDP for the US is $20 trillion, over $20 trillion in debt- cannot stop spending New legislation of $3 trillion for a relief package Fear and uncertaintyWhat is coming? How to deal with it? Luxury goods are no longer needed More conservative with stimulus checks VaccinePeople rely on what they know- most are not medical experts Some people do not take flu shots and would be hesitant to take Covid-19 vaccine Resources: Thanks to Mark Phillips 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. 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