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Elie Massabki is the founder and CEO of Mechanics & Body Shops Marketplace, a company focused on helping auto repair shops find talent and empowering automotive professionals through permanent job placement, free career advice, resume reviews and an App to find permanent jobs with reputable businesses and side/temporary jobs quickly. Elie is an automotive enthusiast who likes fixing his own car and advising business owners on business and HR-related issues. As a corporate executive, he led and coached large teams. He enjoys chatting with technicians on social media and brainstorming on ways to improve the industry. Elie holds a Bachelor of Science in Electrical Engineering (a Minor in Automotive Technology), and a Masters degree in Business Administration. Key Talking Points: Replacing technicians during Pandemic 10-15% layoffs right now 70% income impacted with fewer hours/days Average time to find and hire technician normal is 3.5 months Businesses that are getting PPP loan are starting to look ahead for hiring Master techs/diagnostician/specialists are scarce- smart business owners protect and retain them- strong defense is better than a strong offense Temporary placement More than half of technicians are over the age of 50- next 20 years we will lose half of them to retiring but most will want to continue to work. Cannot work 50 hours/week but want to help and temporary placement is the answer Mechanicsmarketplace.com- building vertical, consolidated marketplace for the automotive industryHelp with placement, career advice and resume ASC certifications- part of career growth and education Normally you don’t want to rush hiring- the automotive industry does not have this luxury, technicians make very quick decisions shop owners need to make an equally quick offer “Try before you hire” - hire for few days Prepare, plan, get readyBe ahead of the curve when pandemic ends- what are your needs? Replace talent and find better talent for your shop www.MechanicsMarketplace.com Resources: Thanks to Elie Massabki 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/VTp_2k2_Cuc Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business. Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry. Listen to Greg’s previous episodes HERE. Transformers Institute HERE. Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE. Doug Grills from AutoStream Car Care Center is a chain of FIVE family-owned, automotive service facilities that deliver honest and professional automotive repair and maintenance services to customers in the Greater Baltimore/Washington, DC area. Doug along with his partner Rick Levitan has been around the service station business for over 25 years and have built their reputation by offering best-in-class service to their customers. All AutoStrem Car Care technicians are ASE Certified and the shops are AAA approved. Listen to Doug’s previous episodes HERE. Key Talking Points: Don’t fall in love with an opportunityA magazine survey a few years ago: 56% of shop owners wanted to be out of business by 2020. They are shopping their business Disciplines to haveLocation, Location, LocationDo your research, internet search on demographics, traffic count Cash is King Team, People If you don’t have strong systems and processes don’t even consider growing to another location Standard Operating Procedures (SOP) are required to scaleWritten and documentedWriting it down forces you to understand it and know how it works. Perpetually tweaked Each operation should engage with the customer the same way and operate the same way Watch the movie ‘The Founder’ all about Ray Kroc from McDonald’s Watch the TV show ‘The Profit’ all about People, Process and Product A diamond in the rough could entice youLong time business You feel strongly you can turn it around. The Potential with new energy and perspective Strong location and business that is not keeping up You know your strategy, systems, processes and people will work in the marketplace If the owner is the reason for the business and he/she leaves this could impact your diamond Everyone wants $1,000,000 for their business but the numbers must substantiate it. It is an emotional life work valueThe seller needs to show you how they came up with $1MAn emotional issue What is your cash flow Strenght in the fundamentals of the business Come to common ground Understand the multiple or blue sky value (premium above cash flow) You must have good financial statements Make sure your business can function without you and be profitableNo vacation for years Consider a broker to help you legitimize your valueThere are pros and cons to hire a broker There are fees and the process may be longer Show no emotion to the seller over the asking price A Business Broker will be able to help make the numbers real Your banker will not let you over-invest The final number will constituteWill the owner carry paper Do they want one check Do they want a monthly check to support their income once retired/sell Cash is King and so is your BankerYou need a good cash position, well-capitalized A banking relationship is key. Highly suggest community banks versus the large nationals Practice Profit First to put cash in places that you can not spend it.War chest monies for tough times and growth Lines of credit are important when you need them. Pandemic is perfect example of a huge need Determine a strong or smart multiplierA multiplier is the monies paid for a business over and above the EBITDA (earnings before interest, taxes, depreciation, and amortization) depending on the value of the business in the marketplace and to the buyer. For example, the business makes an average of $200K for the last three years. Because of the marketplace, location and many other factors the multiplier could be 3.5 times, therefore $200K x 3.5 would be $700K to offer for the business Multipliers vary but can be stable within a market or at a premium for a top-flight business. Multip shop operators will get a higher multiple. Pandemic has put some holds on private equity invests however there will be opportunities to grow because some shop owners are going to want to call it quits and there will be some great locations to choose from To research a demographic profile on a location you can get from Google and there is also traffic count available.Income levels, cars per household, etc. are necessary to help evaluate the location Ask around from businesses in the area and town Look at Google reviews Permits for buildings and growth in the town Is the area alive are dead You can pay for this information A gut check is to ask yourself if you would want the business if there wasn’t an auto shop in it? The location and demographics It needs to fit your business model Performing a strong due diligence review is a must and will provide you information to help you make a smart decision You get paid on what you are doing and the buyer find the synergies to help him afford the deal. The better your business runs and the more profit it has will get you a premium price or multiple. Resources: A special thanks to Greg Bunch, Dwayne Myers, and Doug Grills 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

Through her advice columns, books, and seminars, Dolah Saleh has sought to help others make choices that honor who they are and what they want to accomplish. Ms. Saleh is an educator, lecturer, and author with more than 20 years of counseling others in making optimal life choices. Ms. Saleh is the author of a few non-fiction books and one commissioned, Dating and the Pursuit of Happiness (DRM Net Inc., 1998), which helped people understand their personality “type” in a relationship and provided practical advice for pursuing a happy, fulfilling love life. Her last book, It IS All About You (Balboa Press, Hay House, 2018), which addresses lifelong questions in the search for meaning. Dolah's website www.loveinyourlife.com that includes a podcast and provides commentary on career as well as general life reflections. Major corporations have hired Ms. Saleh as a career transition consultant. These companies include Allied Signal, Praxair, American General Life Insurance, Cargill Inc., Carleton Technologies, General Motors, Moog Inc., M & T Bank, Praxair Inc., Tyco International, University of Buffalo and the Xerox Corporation. To assist in her practice, she has used and is certified in various psychological assessment instruments to provide her clients with appropriate guidance toward life-changing decisions. Key Talking Points: Grieving- experience loss (person, job, business, etc), shock, denial, anger, depression, acceptanceGrieving is not a linear process- goes in and out of all stages of grief Separating yourself from what met your needs that is now gone. What do you do next? Losing a job- grieving about the job and the people they worked with No set grieving timeline- find strength and consider what you can offer to a prospective employer? Networking- most helpful during the grieving processReach out to people for comfort, advice, support and brainstorm next career change Develop a marketing plan for yourself Always a positive and negative way too look at everything in lifeOpportunity to reevaluate your career- how happy have you been? Is this an opportunity to pursue something else that you would enjoy more? What jobs are related to what you were doing? We all have something to give, you have value, you have worth- what are your talents? What are your strengths and gifts? Self-analysis- sit with someone who knows you/used to work for/colleague/peer and listen to their input Tony Robbin’s website DISC assessment, Clifton Strengths Finder Test, Birkman Test Support of your spouseLean on them and accept support, don’t hide the loss of job because of ‘failure’ mentality Acceptance and mobilization- move forwardMeet with someone for coffee, talk about your ideas Resources: Thanks to Dolah Saleh for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. 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 NAPA offers. Talk with your servicing NAPA store or visit www. NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Kent Bullard. Find Kent's other episodes HERE. Key Talking Points: Gamification- changing behavior, designing an experienceHow do you engage people with game theory? Focus on process orientation than goal orientation- not outcome focused, be action focused Customer’s want to come back again The Big E’sEnvironment: Physical triggers for customers and employees- is it distracting them or focusing? Putting mirror by phone so service advisors smile when they answer the phone Engagement: What, how, when, do they interact with each other? Instruction- walk in door, reward is smell of cookies Rules of play- “restrictions” calling customer back by certain time determined by shop and try to beat that time Effect: What are possible outcomes during experience? Illusion of choice- simplify set of outcomes that you can control Design experience- three service advisors, two on phone, one has green light on desk and is waiting to help customer Emershion: How do I continue to convince customers to keep coming back? Marketing and advertising- emails or phone calls as touch point Easy and positive experience equals customers wanting to come back Evolution: Adding new things to your process, always be evolving, constant and consistent growth. People get bored easily DVI in shop Experimentation- Customers using rules and restrictions to create difference experience Be aware and flexible- have limitations or expiration on promotional discounts Enjoyment and EventsExpected to pay certain amount and ends up paying less End game: what ways do we continue to engage customers? Mentor-ship, rewards points, events, involve customers with community Resources: Thanks to Kent Bullard 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/fw3hK27YdEs Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists. When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’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 groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE. AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career. He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then. Listen to AJ’s previous episodes HERE. Key Talking Points: Family dynamic will change keeping safe at work as to not risk bringing COVID-19 in the home and visa versa We must be on our ‘A’ game and create a clean work environment, produce a sanitized customer experience, to present a clean work environment to our customers and team. Telecommuting may become more prevalent than ever. Work centers, call centers, and cubicle farms may become a thing of the pastA decline in commercial property rented for these purposes New software to help in work productivity while telecommuting Miles driven will be affected. Will public transportation decline because of close proximity and sanitary conditions?Will affect miles driven to the plus. What about ride-sharing. Will that be considered clean/safe Wearing a mask should be standard until there is medicine or a vaccine that will treat COVID19 Customers, like a fleet, will want to be sure you are providing a clean and safe environmentYou’ll need to create and instill protocols to manage clean, safe and sanitized Get the local health care experts to help you in creating the right sanitizing program We will have legal obligations that are yet to be determined, but you need to demonstrate extreme responsibility and the ‘do right rule’ The perception of your customer to the safety at your shop will be critical. Just because you do doesn’t mean they know. Put your safety concerns upfront to your customer. Will concierge service be included in your labor rate or be an add on?Will pick-up and drop off become the norm. Many different thoughts Protecting your team during pick-ups and disinfecting Not all your people will be willing to risk exposureYou need to get on top of this Building a strong ‘board of director’ type advisors. Your banker, attorney, accountant and insurance agent. These relationships have always been important but now with the pandemic, you realize the value of them. Be a Warrior! New car sales will have an impactVIO, miles driven, age of the vehicle will have both positive and negative impact on the aftermarket. Electric Vehicle sales may slow because of the price of gas. A short term impact Reaching out to clients to see if they are OK is not a bad thing. Being connected and feeling of fulfillment may be important in the future. Client follow up to see if they need anything and they are safe Share your protocols with your clients so that they understand what you do for the safety of your team and them. Put more humanity into your relationships As you have discovered yourself as a more caring business person who is at the ready to help … continue it post-pandemicSupport beyond automotive repair The pandemic has made us more responsible and will continue Stop believing: This Is The Way I’ve Always Done It! Having a coach has made a world of difference to all shop owners that engaged one. Going forward the need for the mentor/advisor/accountability partner will enhance and strengthen your business. Opportunity for growth is on the horizon Resources: A special thanks to Kevin Eckler, Greg Buckley, and AJ Nealey 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

Panel: Darren Adams from Dryfork Diesel and Auto in Carthage, MO Brett Bohlman from HWY 7 Service Center, Newell, IA Talking Points: “Just say yes, I wish I could” Brett lost technician- lower car count and sell more. Technician spend more time on a vehicle, less processing time Top 20% make up 80% of the business- “I wish I could” to other customers and schedule around top 20% customers “Just say yes”- is more of an attitude and mindset, how can you say yes today or tomorrow, ideally get the customer into the shop within 24-48 hours. Cannot over ‘filter’ your customer but need to say yes to the right customer- saying yes to every customer invites chaos into the shop Salesman time is important- filtering qualified prospects Get testing done in the morning, repairs in afternoon Need to have proper front counter service advisors- just as important as technicians Training is investing in yourself and employees Problems associated with people are due to lack of leadership- work on leading yourself the way you wish someone else would’ve led you. Be humble, don’t let pride get the best of you. It’s the struggle that helps you grow. Resources: Thanks to Darren Adams and Brett Bohlmann 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 NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available. Learn more about CarVantage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www. NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

G Jerry Truglia is well known for his automotive training through his company ATTS: Automotive Technician Training Services, where he covers topics ranging from hybrid vehicles, electricity, to Heavy Duty Truck repair. G is also a very proud founding member of the non-for profit Technician Service Training group. G Jerry Truglia Previous Episodes HERE. Dave Hobbs automotive service experience spans 40 plus years in the industry, starting out as a technician and then as a service manager working in his family’s repair shop (Hobbs Auto Electric) in Kokomo, Indiana. After leaving Hobbs Auto Electric, Dave began working as a hotline advisor and field engineer at GM’s Delco Electronics. Those roles eventually led to becoming an electronics systems instructor for thousands of Delco Electronics / Delphi engineers throughout North American and Asia. Dave is currently the lead technical trainer and course developer for Delphi Product and Service Solutions. In addition, he serves part-time as a contributor to Motor Age Magazine and as a field correspondent for MACS Worldwide (Mobile AC Society). Dave’s previous episodes HERE. Peter Orlando Sr. Curriculum Developer/Technical Instructor at Advance Auto Parts Carquest Technical Institute. Talking Points: Takes months to prepare and put together, document stories, real-world scenarios Build relationships with students- students respond better to instructors that do not talk down to them, encourage networking and asking questions Technicians often have an ego- they can fix any car, but need to also admit they don’t know everything, often feel embarrassed or afraid to ask questions Constant reading and research on curriculum Retention of information- poll questions and feedback Keeping students engaged- move around the room, have students highlight and underline during class Becoming an instructor doesn’t happen overnight- need to be seasoned over time, always someone smarter than you who you need advice from Sometimes you need grace from your audience- constructive feedback and criticism Resources: Thanks to G Jerry Truglia, Peter Orlando, and Dave Hobbs 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/xvnvoc4yZ60 Hunt Demarest, CPA 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. Travis Troy, Honest Wrenches, DesMoines, IA. Travis, 29 years young, graduated From DMACC Ankeny, IA Automotive Technology Program in 2012, Received my Accredited Automotive Manager in 2019 and will be completing the 4 Year ATI program this fall. Opened Honest Wrenches Automotive Repair in May of 2011 started while still in college and renting a storage 500sqft storage unit. We since moved to a 2800sqft unit, and just completed our 2800sqft expansion for a total of 5600sqft. He employs a total of 9 Employees. Mike Leeches Quality Motors, Laguna Niguel, CA (leaches) Key Talking Points: Travis is leaning on his accountant during these times Ask them the tough questions These unprecedented times has proven the strategy of having a CPA firm working with you that goes beyond the numbers In the case of the firm Parr-Melis, who have hundreds of automotive shop owner clients, they can help you compare yourself to others within our industry You accountant can help you plan for your future by keeping an eye of your cash and debt position Both Travis and Mike have a business coach and they credit both for making their business the success it is today Travis is a zero debt person, yet he knows there is good debt, but his recent expansion was paid for with cash Putting money away weekly is a great disciplineMake it automatic Moving to a new accounting firm is a difficult thing to do especially if you have a long term relationship.Evaluate if you are getting your money’s worth You get another set of eyes Strategic planning Anyone can do a tax return Heavily on the education element of financial statements Accounts can also learn from you Have your numbers compared to others in the industry. You need benchmarks to understand your performanceBenchmarks are a guide. You need a budget based on unique situations at your business and your marketplace Your numbers must be matched to your goals The tendency to always look at the P or L and review your ‘net profit’ line.Critical information in the P or L (Profit or Loss) Statment The Balance Sheet also needs to be understoodYour cash position, your receivables, your debt, accruals Your accountant should drive your discipline to get your numbers in each month.You should see your financial statements at a steady time each month This is historical data, a snapshot, and you if you need to fix something the later you get your results the longer you don’t get a chance to correct or discover a problem Moving into the ‘new normal’ you need good financial data Onboarding to a new accounting firmSwitching to a new accountant is like switching to a new SMS (Shop Management System)You are too comfortable You need to ask yourself what do you want from a new accountant You need a good foundation to start with by your accountant understanding what you currently have Gather all the proper information Training on understanding your current system in-depth, such as Quickbooks Resources: A special thanks to Hunt Demarest, Travis Troy, and Mike Leeches 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

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob’s previous episodes are HERE. Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE. Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry. Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry. His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry. Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002. Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes HERE. Barry Barrett covers the premise of the book that builds a foundation for negotiation on the basis of understanding the other party through empathy and active listening skills. During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people. Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. He is a Ziglar Legacy Certified Coach. Find Barry’s other episodes HERE. Key Talking Points: First Coaches Round Table was a Vision in 2017. It was Episode 208 Link HERE Takes time to gain experience, need to continue to listen and share with others your experiences to shorten the learning curve Experience is often the name we give to mistakes- ask advice and opinion Insanity- doing the same thing over and over again expecting different results, coaches want you to do different things and change to get different results. Starting building confidence with each change. RPRS (Right People Right Seat): Share same values, get it - want it and have the capacity to do it, know what is expected and held to standard with accountability The right team in place have careers not jobs- have you found your passion? Can you afford the mistakes the wrong person makes in your business? Cannot lose revenue by coming to training- you are rewarding your team with efforts, come back more educated and gain a better perspective by networking with others. Training is an investment, not a cost. If you’re not at training, how are you going to compete with the shops that are? Math not magic to increase efficiency Millennial wants to participate and be involved in business- contribute and want respect, not just about fixing cars Succession planning- The biggest failure is not getting a succession person involved in the business side early enough. Takes 4-7 years to put a proper plan together for internal systems and processes are in place. Not selling hard assets. The average shop is understaffed by three people- bays, front counter, back office. You cannot maximize productivity when understaffed. If you don’t confront problems in business then you condone it Resources: Thanks to Bob Greenwood, Maylan Newton, Bill Haas, and Barry Barrett 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 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 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

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. Talking Points: Facebook- always changingBusinesses can now be involved in community groups from the business Facebook page- want to see personality and encouraging Some groups do not allow posts about businesses, some let you promote the company on a certain day of week Be transparent and a resource- commenting and responding to questions is a valuable form of promoting the business without promoting it People use social media to engage with others, learn, be entertained- connect with people Social media has to reflect the culture of the business. InstagramIs your customer on Instagram? Find out who they are, what they care about and where they hang out- embrace what your customer wants Be all in- post pictures, videos, boomerangs, IGTV, stories Stay relevant and stay human- document what you do “Women in Business Day” People love dogs and kids, show employees with their animals/kids- all trust factors that show you’re a real person Celebratory occasions for team members- birthdays, new babies Community events, fundraisers, training New marketing clientsBeing overwhelmed and need help Not updated with marketing and social media- don’t have time or knowledge Need owners to be partner- clear understanding and expectation from the beginning from both parties, be all in Want real photos/videos from business Marketing Scent: All marketing “smells the same” and is consistent with the website, social media, postcards, emails, call waiting etc Episode 516 “Our customers don’t know how we make our sausage, and it’s time they learn” Resources: Thanks to Carrie-Lynn Rodenberg and Kim Walker 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/kZxX79sFyMU Mike McGroarty has been an auto care professional for over 35 years. He grew up in the family business working for his father. After graduating from trade school in 1982, Mike leased his own Shell auto care center. In 2002 Mike sold his auto care center and purchased land and built his own 6,000 sq. ft. repair facility. He ran this shop successfully for the next fifteen years and in 2017 sold the business. After years of running these two successful shops, Mike joined Dave Justice at Repair Shop of Tomorrow as a coach. With his 35 years of success in the business, Mike feels he has a lot to offer other shop owners. Repair Shop of Tomorrow is a completely comprehensive program for independent automotive repair facilities that encompasses done for you marketing, instruction on creating and implementing Standard Operating Procedures, and labor tracking, and comes complete with accountability coaching that creates real results. Mike has been happily married to his wife Coreen for over 33 years and they have one son. Mike Bennett has been in the industry since 1985. He is an ASE Master Tech who has worked for GM as Technician, Shop Foreman, Service Manager and Service Director for 2 locations. Mike bought his current shop, Mike’s Kars, in Gettysburg, PA in 1999. It is a a four-bay shop with 3 technicians. In 2011, he became a full-time coach with Automotive Training Institute helping shop owner’s to re-engineer and grow their businesses. Mike Bennett's previous episodes HERE. Mike McGroarty Stories Partner buy out needed a 30% increase in sales. The perfect client.New owner needed business acumen tools to grow the business The client did everything he was told to do The business is now at $2M The client is always asking the right questions The owner puts a lot of time and effort on their business cultureIf you are not working on your culture, someone is. You need to have the lead on your culture Meeting keep the team in touch and on the same page Not making any money, GP is lowWhat does not making money mean to the client? Did not get a paycheck in 2019 Mike believes in paying himself first, funding a retirement account and saving for a rainy day (ironic as we face Covid-19) Fleet accounts can be great for the business or a drain.Gross margin is a major killer as shops discount to get and keep the business Fleet customers pay slow and you’ll need to fund your cash flow Some clients have a fear factor to lose a fleet account. Taking a deep dive (do the math) you can see where the volume may be at break-even at best The client had to believe that making money was the path to survival. They had to accept that Discovery found out that without processes and good system the team treats margins and customers differently. Everyone on the same page Mike Bennett Stories Generational succession- overcoming obstacles and creating a new paradigmBusiness around since 1947 A management system change helped bring about this story Slow to change SMS system crashed predicating the 2nd generation to leave Father was stubborn to change gave keys to son who at that time did not have any formal training The business was struggling to stay alive Ingrained belief systems and stuck in a paradigm from 1947 You have to create a Do environment by teaching the how and the why Almost always changing the belief system is the hardest to do It is about creating leadership for the entire organization Relaunched family business to grow to $2M business Generational roadblock is prevalent in 80% of family successions Many clients who come into a coaching program are wide open to ideas, change and will listen and do. Coaches can have the biggest impact on. That would be 80% who join a coaching group What’s possible- “you don’t understand, WE CAN’T DO THAT HERE”A stable business with a standard business model This client philosophically just could not believe in what he was asked to do Margins, labor rates cannot be changed. You don’t understand! The client did not believe that they were worth it When you value yourself your people and customers will value you also The client had to get over the ‘What is not possible’ mental block Being the nicest guy at a low price did not make him valuable Profit is not a dirty word Successful coaching comes from momentumThe belief in the value of what he did for the client Owners need to envision what can be different Having full transparency with his team as he created a functional structure that included processes and systemsSharing your beliefs Clent had a personal challenge that took him away from the businessCouldn’t communicate with the shop The business continued to operate without him Stayed engaged with coaching Embraces the processes and systems that owner put into place Was able to add another shop to his business Resources: A special thanks to Mike Bennett and Mike McGroarty 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

For 40 years, Derek Kaufman has worked in the Transportation Industry with positions ranging from VP Marketing and Product Planning for Freightliner Trucks, SR VP of Sales, Marketing and Customer Support for Hino Trucks, President of Diesel Technology Co, a subsidiary of Penske Corporation, VP of Fixed Operations for Smart USA and CEO of Mission Motors Company. Derek is also an entrepreneur. He founded C3 Network, LLC in 1997 to help clients launch new products in the transportation industry. Today, Derek is a Managing Partner at Schwartz Advisors, LLC doing Mergers & Acquisition support and company growth work in the auto and heavy-duty aftermarket. He continues his role as President of C3 Network. Derek serves on the boards of several companies and is a regular conference speaker at auto aftermarket and trucking conferences. Listen to Derek's previous episodes HERE. Talking Points: BEVs or Battery Electric Vehicles have only battery power – no engine at all PHEVs are Plug-in Hybrids – they have battery packs that can be charged from the grid and have enough battery power to propel the vehicle for a certain number of miles before their internal combustion engine kicks in to keep the vehicle moving Mild and Micro Hybrids – these are hybrid vehicles where the ICE engine drives an alternator to build up a battery pack. In mild hybrids, the motors can add power to the ICE power train. In micro hybrids like stop-start systems you have a battery that will drive a starter to bring the ICE engine back on after it stops to save fuel at an intersection. In the USA, about 2.1% of our sales were full BEVs in 2019. To put that in perspective, the number one country in the world for BEV sales was Norway at 49% -- a strong market for Tesla Number 2 was Iceland at 19%, then you fall down 8.2% for number 3 Sweden. China is driving hard for BEVs but they were only at 4.2% last year. It is interesting to note that if California was its own country – and lots of people would say it is – it would be right up with Sweden at over 8% BEV sales in 2019. If you go to San Diego, or sections of LA or the Bay Area – you would think that Tesla has a 30% market share – California is the epicenter of their sales. Our estimate is that only .22% of cars in shops are BEVs today and that only grows to under 4% in the next ten years. The European Union is all in on electric drive – and they are driving the market by imposing a 95 gram per kilometer CO2 emission limit on vehicle manufacturers. You have everyone trying to sell cars in Europe rushing to add BEVs to their product lines even though the consumers in that market are continuing to buy high powered ICEs and even turning now to SUVs. So BEVs are going to be money-losing propositions for a lot of years for OEMs in Europe.The UK just announced a ban on ICE gas and diesel engines as of 2035 – that was pulled up from 2040 France has a ban slated for 2040 – but Paris is blocking ICE cars by 2030 China isn’t doing a nationwide ban but is talking about regional bans – and they are making it really difficult or impossible to build any new ICE production capacity in the country. The US has been lagging other countries for a number of reasons – our geography makes the whole issue of battery range a tougher issue than in a lot of the European countries where you have less chance of even reaching a car’s range limitWe’re a light truck and SUV country – over 70% of new car sales are light trucks in this country so I think the adoption of BEVs will change once those vehicle designs include electric drive. So we’re projecting a slower climb for the USA – the Schwartz Advisors model is showing 16% BEV sales by 2035. Rivian as a true inflection point for BEVs in this country and maybe in the world.R.J. Scaringe in Detroit has done a tremendous job of attracting both people and investment for his company. He has people like Mark Vinnels the former director of engineering for McLaren and Jeff Hammoud who was the Chief Designer of the Jeep Cherokee and the new Wrangler – he has raised $2.85 billion dollars from companies like Amazon, Ford, Cox Automotive and T. Rowe Price – he bought the Mitsubishi assembly plant in Normal Illinois and is ramping up production now. The Rivian design is unique too – both a pickup truck and an SUV and both are built on what is called a skateboard – that’s a platform that keeps the electric drive motors and battery very low on the frame which allows a lot of flexibility of what kind of body can be put on the chassis. Amazon invests $700 million in Rivian and turns right around and orders 100,000 Amazon Prime delivery vans using the Rivian drive system. Rivian is actually moving from aspirational to inspirational – they’re going to show how electric drive can take you off-road – or offer contractors electric-powered tools – they are going to make BEVs really multidimensional – and I think that will be a turning point. Tesla has been brilliant at establishing the BEV as not only a viable product but as a truly desirable design – they have understood the aspirational approach of Tesla owners to make this world a better place. Because of Covid19 Chinese companies will now have a harder time launching new products in the USA – but the Byton design is really interesting.Daniel Kirchet has a long history of running automotive companies in China – He was Managing Director of Infiniti China, President of Dongfeng and the VP of Sales of BMW Brilliance which is the China-based BMW production company – he is now running a company that is launching an SUV this year called the M-Byte – it is a beautiful car with a really good electric drive system JCI’s battery range included lithium-ion batteries for BEVs but the vast majority of their product line was associated with micro and mild hybrids – they spent a lot of time at conferences showing a chart that had hybrids taking over the market with BEVs representing under 15% of global production. But a few things could be changing that scenario.A series of breakthroughs in technology New range estimates for the best BEVs are now over 400 miles New fast chargers are building batteries up to 80% of a full charge in under 30 minutes – but there are many reports of graphene applications allowing much faster charging If battery charging times begin to approach the time it takes to fill a gas tank, Derek say all bets are off on hybrid growth At the end of the day, hybrids are expensive to produce for OEMs and may make it really hard for them to earn profits Just one year ago, we were talking about vehicle manufacturers investing a combined $90B in BEV programs. The latest number is something like $300B led by Volkswagen Tesla gets all the BEV headlines in the USA they have led the way for sure – but if you want to talk about scale, you need to talk about the VW MEB program.They have created a modular component platform called Modularer E-Antriebs Baukasten in German. Translate that to English as Modular Electric Propulsion Platform or MEB Components can be mixed and matched to configure different vehicle form factors. VW is licensing the technology to other OEMs. Ford, for example, will be using VW components in future BEVs. VW is projecting 70 new BEV models to be introduced in the next 10 years with over 22 million vehicles produced in that time But there are a lot of factors in figuring the well to wheel green house gas impact of various power sources. The BEV vehicle does not pollute as it idles, it doesn’t increase its emission level as it accelerates, it does not put out particulates that are a really big issue in urban centers.We really don’t talk about power sources and their relationship to climate change very consistently or accurately. If we really wanted to make every BEV a truly clean vehicle, we would be generating all power with the new nuclear power designs or maybe we would be converting faster to hydrogen fuel cells. Hyundai, Honda, and Toyota have all developed hydrogen fuel cell designs and recently, BMW has announced a hydrogen vehicle. So maybe we should be shifting our percentage curves in that direction in the future Resources: Thanks to Derek Kaufman 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 Gold Certification recognizes top tier NAPA AutoCare's 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, 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. Bob Heipp works for Mobile Auto Solutions, LLC as lead tech and Technician Manager in the Chicago metropolitan area and northwest Indiana. Having accepted a job that required passing an IM240 emission class, he was introduced to new alternatives for diagnostic testing. This spurred a quest for learning. Bob believes his desire to learn is what opened doors to meeting technicians around the world. Hoping to help so others could have the same opportunities, he partnered with ASA-IL and initiated the CAN Conference after one of his favorite conferences (the Linder Conference) was no longer being presented. He considers these experiences have led him to the opportunity to work for Mobile Auto Solutions. Bob is also a dedicated Vision High Tech Training and Expo attendees. Hear Bob in his own interview and the roundtables HERE. Peter Landry is an ASE L1 Master Automotive Technician from Brookfield, WI. Peter has a strong automotive background in electronics, network, and driveability diagnostics. His prowess for fixing problem vehicles and passion for staying up on emerging technologies led him from Landry’s Mobile Diagnostics, a mobile diagnostics and module programming business servicing the Milwaukee Metro area to working for Mobile Auto Solutions Hear Peter’s interviews HERE. Key Talking Points: What does it take to be a top technician The diagnostician is put, sometimes on a pedestal and classified as ‘elite’ We cannot forget the value in the R & R technicians.They are important and have different skill sets than a diagnostician Diagnostician needs the R & R technician to complete many of the jobs that they diagnose. Bob: Some classes are not good.Some of the best trainers need to be paid a decent wage Bigger classes and quality of the material either isn’t good or not enough time to cover The higher you get in your ability the less training is there for youThe higher you get the more you see where there is wrong information out there. “It must be true”. Must verify Peter:Wrong does not mean inaccurate Some of our best trainers are not compensated enough A lot of work required to become a great trainer Best way to learn is hands-onThe more senses you use the better for retention B and C techs are very valuable to a shop. They generate a tone of work and revenue Identify what type of learner you are:Can you recall where to go for the information Note-taking Reading white papers Do it How can the training help me and how can I apply it? Training manuals need to be easy to read Take good notes because some information is not included until you write it down Hands-on training is tough to doFacility, logistics, vehicles, helper Localizing National Training Some are natural at what they doThe Chess analogy How far can you go You can hit your limit, live within it. Keep striving Networking can be a big advantage Introduce yourself at a training session to the trainer or to all the techs around you Get phone numbers, emails Networking outside of leader-led training is social media Technician’s job is to make their owner money.Owners job is to share with the team Summary What does it take to be a technician today Hands-on How will training help me Reading, math skills When you teach you learn What type of learner you are Play or research. Go beyond the education Networking Critical thinking Resources: Thanks to Matt Fanslow, Bob Heipp, and Peter Landry 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/g6wfQiPMp18 Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry. Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry. His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry. Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002. Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes HERE. Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). It is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. It’s content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob’s previous episodes are HERE. Key Talking Points: Bill Haas A client that didn’t make any money, actually losing in one year $40,000He had to infuse his own personal money into the business or borrow Bill helped the shop owner, over a few years, turn this stop around by a positive $90,000 The owner never believed Bill’s advice would help him In the year he made $50,000 the shop owner was disgusted that he had to pay taxes that he went back to losing money Bills relationship dissolved If you are going to ever sell your businesses, buyers need to see a profit to help them understand their ROI. Businesses have a value in the market when they are profitable Improving business will pay taxes. It isn’t a bad thing if you are looking at long-range profitable success This is a one time client business that Bill has never experienced again Put your tax money in a special account to the money is there. Bob Greenwood When client was hit with Covid-19 his business took a hit It was time for the owner to relearn his position as an owner The purpose is to keep the business moving forward, engage the team and make sure they are doing quality work on behalf of the customer The client had a great base of commercial/fleet accountsReview these accounts for safety and reliability with the fleet client Visit fleet face to face by keeping your social distance and explain that this downtime can be an advantage for the review of the fleet so when the economy bounces back their fleet will be in great order Client is now booked out a week and half from having his business dried up Covid-19 will bring opportunities to rethink how you do business It is a perfect time to review all systems, processes, procedures, marketing, accounting, and staff among others. Resources: A special thanks to Bill Haas and Bob Greenwood for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter Linked In Email Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Click to go to the Podcast on Remarkable Results Radio

Philip Christensen started his automotive career in 1997 with the world’s largest independently owned tire company. From there he worked his way through there apprenticeship, and management programs. In 2012 Phil joined BG Automotive which was a 4 person operation at the time. Today he has helped grow it to 3 dentations and 28 team members producing over 6 million in top-line sales. Throughout his time at BG automotive they have continued to be on ATI’s top shop list, along with many other local and national nominations and awards. 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. Talking points: Role as key leader in company with the owner Hired to manage the team that benefits customers, employees, and company as a whole Allow other employee’s voices to be heard with the freedom to implement processes Constant communication with each location- morning huddles, online meetings, etc Will often pitch in when needed and able to access job role- leading from sideline without being i n the field can be challenging, can be a good reminder in order to be a better leader, empathy Frees owner from day to day duties, allows owners to develop big ideas and vision, be involved in community and recruit Monitor KPI’s and ROI’s- team effort Performance reviews- ongoing conversations, if you don’t address issues right away then you’re validating them, 2-way conversation, value feedback from employees Place key leaders in 20 groups, cross-train employees within the company to different locations ChallengesAlways hiring and recruiting- conducting proper interviews, make sure culture fits with the candidate prior to hiring Dynamics within the company- personality evaluations with staging employees StaffingSome were outside employees that assimilated to culture- one on one coaching and training programs Grown own within the company- set personal goals and helped employees reach goals AdviceMake the unpopular decision sooner- sometimes hinder growth because too cautious, made decision anyway in order to move forward Be bolder- don’t hesitate from what you need to do, speak your mind and follow your gut Resources: Thanks to Phil Carpenter and Phil Christensen 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

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 Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes HERE. Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE. Key Talking Points: How autonomous vehicles impact traffic flow/infrastructure as they are introducedData is mined and used with A.I. can mitigate traffic problems, increase fuel economy and provide more safety- the vehicle isn’t changing much, leveraging data Tracking braking/accelerating/cruise control- adding autonomous vehicles with regular driver vehicles can improve fuel economy. Could save adding lanes to highways Software and camera can project and predict where the walker is going while texting Cameras need to eventually learn and decipher between the truck and school bus or car and police car- pattern recognition Tesla Model 3- camera in the center on inside to monitor passengers in future Reducing demand on the driver- the driver can be more productive doing other things during commute DSRC-Digital short-range communication faster than 5G, proven and consistent, non-cellular Southwest Research Institute- complex of buildings working on technology Started in 1947 39% NASA 19-20% Military or transportation Resources: Thanks to Scott Brown, Chris Chesney, and Dwayne Myers 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/WUcwwma26Ng Ron Haugen, Retired, Sold Shop now a Coach Doug Grills, AutoStream Car Care Center, multi-shop owner, Baltimore, MD (Six Locations) Chris Monroe, Monroe Tire and Service, shop owner, Shelby, NC. Chris got on the track to becoming an industry superstar at the early age of 10, as his father started Monroe Tire in 1974. He took over as the owner of the shop in 1987, and has been able to increase Monroe Tire’s sales for 30 consecutive years despite a high volume of competition and a flat population of less than 25,000 in his community. Chris’s success in business hasn’t gone unnoticed, as his shop has consistently been voted Best of the Best in his community for Best in Tire/Automotive Services. One reason for Chris’s success is his commitment to training and to self-improvement. Chris not only dedicates his time to improving our industry, but to making a difference in his community as well. He serves on the Chamber of Commerce Board, is on the Small Business Advisory Council and was recently appointed as a trustee at Cleveland Community College, speaks regularly at high school and college classes about small business ownership, and also contributes to his local schools in countless other ways. His shop has contributed to drug abuse prevention council, to children’s homes, to churches and to far more causes than we’re able to list. Additionally, on the shop’s 40th anniversary they celebrated by donating a completely refurbished vehicle to a person of need that the community selected. Key Talking Points: The most important trait for learning and development? Humility. Be humble, learn and grow. When you realize you don’t know everything is a breakthrough moment Never be the smartest person in the room and except that You may not know the help you need until you start getting involved with a peer group Build on your success It is OK not to be right. Accept that and be a perpetual student.Accept that and it is a release When in the peer group there are different levels of success and the diversity of the group bring perspective you can’t get anywhere else Don’t focus on you (your goals and aspirations), focus on your people (their goals, dreams and development) – and the rest will take care of itself. Doug has his people have goal postser’s and he has them on his people. Have a business model that’s Employee-centric vs. Customer-centric – when I started, I thought the customer was king. Turns out, have a vision and treat your employees like royalty and they’ll take care of everything that your customers will ever need. Develop a brand earlyYou want to be in the back of people's mind so you are thought of when automotive service is needed. Be remembered as the company that supports community Get in front of your brand, make it human It takes years and must be consistent It is like a NASCAR race. You want to be in the lead. You have to hold your Stress reliefWorry is the biggest waste of time You worry about stupid stuff You have internal and external stress Find outlets to reduce your stress Find work-life harmony and the discipline it takes to make that happen Review your expenses every six months at a minimumMitch Schneider talks about expense creep. You must pay attention to your costs You may be top-heavy within your staff Managing your expenses is a mindsetKeep a mindset that things aren’t good, even if they are, you will be able to call on that ‘mindset’ when things are not good SalesIf you take care of your people and customers your sales will happen People do business who they know, love and trust Get a comprehensive review of your financials from a financial expertGet in-depth knowledge of your financials from your CPA or your Business Coach If you are just starting your business, start it with a business coachIf you want to retire young get into a peer group or hire a business coach You can not NOT afford it Don’t pretend you know it allYou may believe that the older person doesn’t know what is the right thing to do Many feel it is hard to take advice from older people You are proud with a tough exterior, be humble. Set pride to the side Admit you need help. An example of strong leadership Find your purpose so people will follow you Getting the right answer and finding the correct path is what matters Create a reserve account and deliberately put money in it each week Resources: A special thanks to Ron Haugen, Chris Monroe, and Doug Grills 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

Guest Ron Tinner from Sparks Tire and Auto, St. Charles, MO a NAPA CarCare Center Key Talking Points: Best advice you ever received- Get off the counterOnce you start delegating responsibilities you realize what you could’ve been doing better all along Many struggles are self-inflicted Owner of business instead of the owner of the shop- have systems and employees in place so you can work on business “A lot of guys spend a lot of money to buy themselves a job.” Need a business coach to hold you accountable His business value went up when got off the counter Learning moments Everyone has a dream, need to sit down and focus on how to be a businessman Need culture in business to be successful- team building, employees staying late/coming in early, get together on weekends When you run the business properly you have funds to purchase necessary tools and equipment On average shops are short 3 people- 1 counter, 1 back office, 1 bayImportant to hire workflow manager first- puts out fires to keep other employees on task CSR hire next to handle front office conversation Back office last- marketing, bookkeeper etc A bartender is favorite idea for front counter hire- a people person, listener Greatest satisfaction as a coachHelping owners who don’t understand effective labor rate as a number- not posted labor rate, effective labor rate Seeing business and employees thrive without you running day to day operations Resources: Thanks to Ron Tinner 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 The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Dori Eppstein is the Founder and President of Amazing Women in Automotive and is an Automotive Coach/Consultant for ESi. She grew up in Southern California and started off in the auto repair industry handling the marketing for her brother’s first shop. She learned more about the business challenges auto repair shop owners face through working with her partner on his auto repair shop business along with the marketing work and reviews she handled for shop owners around the country. Her extensive leadership experience over the decades and her own entrepreneurial endeavors combined with her knowledge of the auto repair industry to make a perfect marriage to become a powerful coach and consultant in this industry. 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. Nanette Griffin is the owner of Griffin Muffler and Brake Center and has over 35 years of experience total in the automotive industry. She started in 1985 working at dealerships and has learned every area of the business through this experience, from accounting to mechanical. Nannette was part of the All-Female Build helping restore a 1956 Chevy Pickup that was unveiled at the 2019 SEMA Show in Las Vegas. As a young girl, Nannette was fascinated with cars, especially muscle cars, and how they worked. She loves to see the new technology every year when the manufacturers introduce new models. She also enjoys working with the public and sharing information on the new technology. In Nannette’s free time, she enjoys traveling, hunting, raising Labrador puppies, camping, NASCAR races, and being outdoors. Nannette and Clark have a daughter named Caitlin. She has 3 stepchildren Michael, Matthew and Sara and 7 step-grandchildren. Key Talking Points: Get comfortable with being uncomfortable. You will be doing things differently Times are different you will have to adjust your marketing It is about retention not the acquisition of new customers You are an essential business. Explain that with organic posts Understand your purpose and the reason you continue to be open You are there for the front line responders, health care, doctors, nurses, food delivery, nursing homes, pharmacy’sOffer your support to this group Share the degree you are keeping your people safe and how you are disinfecting the entire transaction with your customer The businesses that are open will need help with transportation. You perform a vital service and are the transportation hub of your marketplace Don’t shy away for your team and community and customers. Show up. Be positive. Show that you are open Genuine live Facebook posts speaking to the gratitude we have in our livesShowcase your commitment at these times Speak to the culture of your customer You are speaking to the people who know and love you now If a FB post is not doing well organically it is not wise to spend money on boosting it Create a pattern interrupterReal, authentic, transparent, genuine, out of the ordinary, from the heart, using empathy Remember parents are home with their childrenSome are doing a teddy bear scavenger hunt keeping safe and secure with their family while in their vehicle. Shop owners are putting hearts in their windows Remind your customer that when they need their vehicle and something doesn’t work you are there for them Address your customer problems or potential problems Careful with financing but for emergency needs 6 or 12 months financing may be an option Pick up the phone and call your customersDon’t jump on declined work but, Explain your purpose and why you are open to supporting first responders, heal care, food delivery vehicles. If you need your vehicle for any reason and it doesn’t work, just let us know and we’ll even come and pick it up It is tough to make smart decisions for your business if you are stressedFind a peer or mentor to talk to. A coach is a great option or a peer group inside the industry or local businesses Decide with your logical mind not your emotional/anxious mind Resources: Thanks to Dori Eppstein, Kim Walker, and Nanette Griffin 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/ebd49UiLemc Ron Ipach, co-founder or Repair Shop Coach, has helped over 5536 auto repair shop owners to get and keep all the top-quality customers they can handle. Marketing auto repair services are all he does. He lives, eats, and breathes it every day. He has seen, heard, and tested practically every kind of marketing there is out there today. He’s examined the results. He’s tweaked and tested dozens of strategies over and over in order to maximize their results. Because Ron has personally worked with so many shop owners over the years, he has the distinction of being the only person in the world that knows exactly what marketing works, and what doesn’t work for auto repair shops in today’s economy. He finds passion in amplifying time & freedom for his clients while helping them take back control of their businesses. Find Ron's other episodes HERE. Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE. Chris Cotton utilizes the Profit First method of cash management. He is trained and certified by the Profit First Professionals organization to guide business owners and entrepreneurs in maximizing their profits. AutoFix is the first and currently the ONLY auto repair shop specific coaching company, nationwide, that has achieved certification in Profit First. Chris Cotton has been in the customer service industry for over 40 years and has been in the auto repair industry for over 25 years. He is a former shop owner that has dedicated his life to helping YOU to get your business where you want it to be and helping you FOCUS on the things that matter to you. Find Chris’ other episodes HERE. Talking Points: Coaches are asking to rely on them for guidance more than ever Coaches are talking to shop owners who may not even be their clients to help them Coaches are feeling fearful. It is time to be optimistic Some coaches wisdom is not coming true for many clients Closing even for a week does not save you on fixed costs Time to be lean and meanTighten up your spendingReview your spending habits or disciplines Do you need every expense item If you spend it should help make you money Cash is KingFour to six months of costs saved to sustain your business We are in a ‘recession-proof’ industryWe must weather cash flow issues Market AlwaysSpend wisely on marketing in good times or bad There are many tactics but few strategies. We sometimes try new things so often that we lose track of the overall strategy of growing and keeping customers. Your current database should be locked into you. Caged! Be nimble and make decisions and learn from what works and what doesn’t The fear factor and emotional factor are real and logic and facts must rule Don’t lower your price or discount or lower your labor rate. These are emotional, not logical decisionsThe fear of the what if’s may build a defeatist attitude You believe you need to do these things but look carefully at your demographic, your market and your business Don’t do something because one person said something What if there is free diagnostics but the customer cannot afford the diagnosis Help people out if you have the ‘Cash’ to do it. If you don’t it is tough to give what you don’t have There is alternative financing available There will be a slowdown in car count, but you may see an increase in average ticket because you have more time to look at the vehicle Don’t:Cut back on your marketing budget Buy the latest piece of equipment Hold cashing your own paycheck Do:Review your expenses Review your team. Look at loyalty. Tough decisions to make, but tough times require tough decisions Call customers that have not had work done on their previous visit. Write a script Reach out to your community and offer your services to keep food and deliveries on the road Look at your work/income vs your work schedule. Don’t sacrifice the entire business for full employment. Talk to your people ask for their help and ideas Start to segment your cash in the strategy of ‘Profit First’ Profit First Episode with Mike Michalowicz HERE. In the case of Covid-19, you need to consider your options. There are two currentlySBA (a loan) CARE Act (apply for the grant) Money from the government is not a reason to keep doing business as usual. It is time to change and learn stronger business acumen, hire a coach, read books, listen to RRR podcasts, join a peer group among others A client of Maylan’s went to her bank to apply for SBA loan and was told that because she had a credit line and some cash reserves she would probably not qualify for an SBA. (We are not experts, this is the repeat of a single situation) Your business is your best investment. Every shop today can be super successful You must maintain a positive attitude. No negative thoughts are spoken to your team Try something. If it doesn’t work tweak and try something else Don’t go through this crisis alone. Once over there will be additional crisis/challenges that you will face, prepare for this If you want to see your current situation, look in the past. If you want to see your future look at what you are doing right now Resources: A special thanks to Ron Ipach, Chris Cotton and Maylan Newton 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

Kevin Holzworth, is currently working as an Assistant Professor of Automotive Technology at Montana State University-Northern in Havre, MT. Kevin started his career at MSU-Northern where he earned his 4-year undergraduate degree in Automotive Technology. Upon graduation, Kevin went to work as a technician at Ressler Motors in Bozeman, MT for 5 years. Throughout his tenure at Ressler, he earned Master Toyota Technician status and became a shop team leader. After his tenure as a technician, he returned to MSU-Northern and began his teaching career and now has 4 years under his belt. Additionally, he owns and operates a mobile air conditioning business where he services auto, ag. and semi-truck applications. Kevin’s previous episodes HERE. Vincent 'Vinnie' LaVerdi, is an instructor of Automotive Technology at the State University of NY (SUNY) - Erie in Orchard Park, NY. Vinnie has been an automotive instructor at SUNY Erie for three years. He previously worked as an Instructor at Alfred State College of Technology, another SUNY school. Vinnie has an associate's degree from Alfred State in Automotive Technology and worked in the Automotive Industry for twenty years as a General Motors Technician. He attended the Career and Technical Education program at Buffalo State College to prepare for his teaching career. Vinnie has enjoyed the transition from technician to teacher and is working hard to bring as much technology to the classroom as possible. Vinnie's previous episodes HERE. Scott Shotton, 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. 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. Scott’s previous episodes HERE. Key Talking Points: Shutdowns and social distancing has posed a challenge for continual skilled trades training Ideas, in the beginning, were to have smaller classes Using a Learning Management System (LMS) to drive the learning more now than ever Kevin is asking his students to do a complete component ID via their smartphone How does a diagnostic instructor complete a lab class?Scan data, scope captures Bright Space, Blackboard are LMS’s that colleges use Group messaging Using a screen recorder and recording voice will complete the lecture part Demo videos Vinnie is doing voice-over powerpoints to put onlineKeeping them at 15 minutes Edpuzzle is software Vinnie uses along with Electude Kevin is requiring his students to take notes using the Cornell Note-taking SystemLink to Cornell Notes: http://lsc.cornell.edu/study-skills/cornell-note-taking-system/ Publishers are stepping to the platePearson.com (find resources) Electude.com (free trial link) Halderman books ([email protected]) Paul ‘Scanner’ Danner ([email protected]) Classroom webcam broadcast by Kevin They are prepared for this diversion to last until the end of the semester They are working to get their seniors their degree anyway then can Make a ‘contract with the instructor’ to complete your schoolingMaybe special assignments Possibly summertime Instructors are forced to use more online tools, however, the hands-on element is necessary for any skilled trade trainingThis team does not see virtual happening Students need access to service information to answer certain test questions. They may not have access at their homes Kevin has his students on a snap chat groupTake pics of work you do at your part-time job New shocks put on. Show proof. This may count toward credit Vinnie has their own google page and creates albums on the cars they work onIt also provides content for Vinnie In his teams, he had a QC person and a media person who is documenting the repair Do you share your cell phone with your students?Kevin shares his Scott is not sure what he would do Resources: Thanks to Kevin Holzworth, Vincent LaVerdi 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. 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 PROimage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Rick White, President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He also owned and managed several successful automotive repair shops. Early in his career, Rick got his arm stuck under a vehicle while working underneath it. He managed to get out safely but it was a wake up call to him and for all of us as well. This is everyone’s concern. There are too many distractions like cell phones, tablets, lackadaisical attitude of it never happening, not focused on job at task, talking to tech next to them and a whole lot more. We need to follow lift maintenance schedules religiously and document every procedure in order to check work properly. Rick White’s Previous Episodes HERE. Key Talking Points: Lift safety- if you don’t talk about it and acknowledge it you are building risk Rick read about a tech that got killed by car falling off lift onto him in Richmond Virginia Last 18 months: 17 deaths from cars falling off lifts Early in his career, Rick was working on a vehicle by himself on the ground, arm got stuck but was able to get out safely- wake up call from beginning Too many distractions- cell phones, tablets, lackadaisical attitude of it never happening, not focused on the job at task, talking to tech next to them Customers are trusting you with their lives when they hand you the keys Need to implement an annual training program for everyone in the shop Autolift.org- certification program $16 per tech Visually inspect lift contact point, lift car and wiggle to ensure it settles and isn’t moving, safety latches are on Must follow maintenance schedule on lift- inspecting and checking fluids daily Have procedures in place in order to double-check work- tire safety: have tech document torque and road test If you get interrupted during job: document last thing you did on repair order/tablet etc then document what you were going to do nextWhen you get interrupted takes up to 20 minutes to get back into productive mode Be engaged with NOW- “Carpe diem, quam minimum credula postero”Pluck the day- stop to pull some flowers, be present Use a buddy system- do not work on a vehicle by yourself, have cameras We work to live, we don’t live to work Link for on-line lift certification:https://www.autolift.org/ali-store/lifting-it-right-online-edition/ Resources: Thanks to Rick White for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/_pY3_E99wA0 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. Tom Ham, Auto Centric, Grand Rapids, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous 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. Talking Points: Covid-19 was a critical talking points as this live broadcast was at a critical time as some states are asking 100% of people to stay at home.Critical to make plans to survive Covid-19. Short, medium and long-range plans Stay nimble and be able to move. Protect your family, your team, your business Take care of the community and be a transportation hub In every situation, there is plenty of opportunities On the other side of this pandemic, we will get a lot of opportunities As small businesses, we can change quickly Adjust your marketing Final Quality Controls to deliver vehicles in better shape than when it arrived Create the habit Add disinfectants because of Covid-19 Some shop owners argue that we don’t to final inspections because if we find a problem we don’t want to hurt the feelings of our peopleIf you want people to like you sell ice cream. ‘Steve Jobs’ Don’t do an inspection to catch your people doing something wrong. Use it to improve your systems, processes and to reduce mistakes. We are human. Customers will quality control their own car. Don’t let them find something on their own. Part of the QC is to be sure pictures are taken of vehicle components to create a base case. The QC is dynamic and will change as issues ariseAdd and subtract to the list through a solid review of every step Your own QC controls as an owner should be audits of tickets from birth to death to be sure all your systems/processes are working We may not expect enough from our people. We set our expectations too low In the final QC you will catch a lot. Remember a human is doing the QC review. They will make mistakes. But the goal is to catch 95% or more. You have to QC the QCOnce you let one of the steps go it will become ‘non-important’ Start by making a commitment to do Final QCInvolve your people. They know what needs to be done Chris likes his service advisors to do the QC because they feel the pain with the customer when they find a problem. Technicians do not see the pain from customers when they find a problem. Being an above average shop will create survivorship opportunities. Being mediocre will not cut it You can’t do a Final QC on most cars. It must happen on every car. No exceptions. This keeps the discipline and habit goingIf a car has a ticket it gets a QC Covid-19Sanitizers on customer keys, gloves, counter wipe downs. Protect team and clients Wipe customer car when it arrives wearing gloves Take a video and show your customer what you do. Post on social media We will come to your house, wipe down your car and deliver it back.The transaction can be totally done on-line Your software, texting, pay by text are all great tools to use Relieve the fear of your customer. Show them. Tell them. Ask your team if they are OK coming into workConsider their extended family Set deliveries on the side Have disciplines with your parts suppliers Everything that enters your domain must be scrutinized Having a team meeting often to discuss how the business will sustain with the most employed need to be talked about. Adjust your marketing. Be positive. Call them to tell them what you are doing There could be parts shortages and increased prices coming Links to the lists Chris Cloutier mentions:https://www.autotext.me/wp-content/uploads/2017/12/QCChecklist.docx https://www.autotext.me/wp-content/uploads/2017/12/QualityControl.pdf Resources: A special thanks to Chris Cloutier, Tom Ham 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/_pY3_E99wA0 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. Tom Ham, Auto Centric, Grand Rapids, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous 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. Talking Points: Covid-19 was a critical talking points as this live broadcast was at a critical time as some states are asking 100% of people to stay at home.Critical to make plans to survive Covid-19. Short, medium and long-range plans Stay nimble and be able to move. Protect your family, your team, your business Take care of the community and be a transportation hub In every situation, there is plenty of opportunities On the other side of this pandemic, we will get a lot of opportunities As small businesses, we can change quickly Adjust your marketing Final Quality Controls to deliver vehicles in better shape than when it arrived Create the habit Add disinfectants because of Covid-19 Some shop owners argue that we don’t to final inspections because if we find a problem we don’t want to hurt the feelings of our peopleIf you want people to like you sell ice cream. ‘Steve Jobs’ Don’t do an inspection to catch your people doing something wrong. Use it to improve your systems, processes and to reduce mistakes. We are human. Customers will quality control their own car. Don’t let them find something on their own. Part of the QC is to be sure pictures are taken of vehicle components to create a base case. The QC is dynamic and will change as issues ariseAdd and subtract to the list through a solid review of every step Your own QC controls as an owner should be audits of tickets from birth to death to be sure all your systems/processes are working We may not expect enough from our people. We set our expectations too low In the final QC you will catch a lot. Remember a human is doing the QC review. They will make mistakes. But the goal is to catch 95% or more. You have to QC the QCOnce you let one of the steps go it will become ‘non-important’ Start by making a commitment to do Final QCInvolve your people. They know what needs to be done Chris likes his service advisors to do the QC because they feel the pain with the customer when they find a problem. Technicians do not see the pain from customers when they find a problem. Being an above average shop will create survivorship opportunities. Being mediocre will not cut it You can’t do a Final QC on most cars. It must happen on every car. No exceptions. This keeps the discipline and habit goingIf a car has a ticket it gets a QC Covid-19Sanitizers on customer keys, gloves, counter wipe downs. Protect team and clients Wipe customer car when it arrives wearing gloves Take a video and show your customer what you do. Post on social media We will come to your house, wipe down your car and deliver it back.The transaction can be totally done on-line Your software, texting, pay by text are all great tools to use Relieve the fear of your customer. Show them. Tell them. Ask your team if they are OK coming into workConsider their extended family Set deliveries on the side Have disciplines with your parts suppliers Everything that enters your domain must be scrutinized Having a team meeting often to discuss how the business will sustain with the most employed need to be talked about. Adjust your marketing. Be positive. Call them to tell them what you are doing There could be parts shortages and increased prices coming Links to the lists Chris Cloutier mentions:https://www.autotext.me/wp-content/uploads/2017/12/QCChecklist.docx https://www.autotext.me/wp-content/uploads/2017/12/QualityControl.pdf Resources: A special thanks to Chris Cloutier, Tom Ham 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

Panel: Bill Haas, Hass Performance Consulting Tom Ham, Autocentric and Automotive Management Network, Grand Rapids, MI Greg Skolnik, Motor Works, Rockville, MD Bill Nalu, Interstate Auto Care, Madison Heights, MI Talking points: Some back-office workers aren’t at work. They can work remotely Some states have loans and grants Greg Skolnik is applying for SBC application. He is getting in line and does not know where it will goHe wants to look at all options If you apply for the loan, you may not know what you will get Line of credit is an optionYou usually get a line of credit when you don’t need the money Banks offer lines of credit based on the strength of your financial position Once your financial strength is strong (you’ve prepared) apply for a line of credit with your bank Don’t attach yourself to the negative vibes coming out. Don’t be part of the fear-mongering Consider getting debt free going forward that will allow any economic downturn easier to absorbConsider Dave Ramsey Financial Pease University to help get yourself out of debt Work with your local businesses to help the community Follow the most common sense guidelines Too many people ignoring the do-right rule. Covid-19 must be taken seriously Is your waiting room open or closed?Bill Haas does not believe in waiters Tom Ham does believe in waiters Bill Nalu believes in waiters They all believe there can be a touchless relationship as Covid-19 continues Protecting your people is very important Waiters are there to leave.Must disinfect and wipe down the waiting room There is more to wipe down than to worry about your waiting room It is difficult to sell to waiters TouchlessPick-up keys in a lockbox Pay to text is a great option We are adjusting to the abnormal. Each day is different Parts delivered to a special table or place where the delivery person does not enter to deep in your space Expense review. Two columns. What you must pay and what you can ask for time.Talk to your landlord and ask for some relief Insurance’s of all types need to be paid on time Communicate with any creditor before you decide not to pay them. Tell them you are there and doing business Follow all conversations with your creditors with a letter. Keep in front of all creditors If you have cash reserves you can spend them wisely to keep your staff Your business interruption insurance may not cover what we are going through nowLook carefully at your next renewal Don’t lose sight of a continuing strong marketing planIf you are open you need to tell your customers and market Don’t let your customers assume you are open. They will think you are closed We are open, how can we serve you Make phone calls to every client Plans need to be made. Must be fluid and over-prepare. You need a plan for two weeks out, 30 days out and 45 days out. They are dynamic and will change Tom ham is optimistic and sees a huge opportunity aheadIt will not be behind us until the vaccine is out. We need to learn how to live with it We need to find the opportunity in explaining to our customers that they don’t need the car debt but need to fix their vehicles Grek Skolnik schedules appointments like the dentist do. It works for him and smooths his forecastsPeople are not hibernating, but he has conditioned his customers to come in for scheduled work/maintenance What is an optimist, today? Caution:Some shops will close. It may be the best thing to do for their business. They will re-open when it is time. Some may close for good The decisions you make are for the good of you, your family, your people, your customers Listen to Text to Pay Episode Here. https://disasterloan.sba.gov/ela/information/index Resources: Thanks to Bill Haas, Bill Nalu, Greg Skolnik and Tom Ham 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 Click to go to the Podcast on Remarkable Results Radio