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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

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. Dennis McCarron Dennis started his career Bridgestone/Firestone working in various sales and management level positions prior to leading the national retail management training programs. Most recently, Dennis was the Executive Director of Dealer Strategic Planning Inc. (DSP 20 Group), providing coaching and consulting services to its members. With over 25 years of experience in the tire & automotive industry, Dennis is a seasoned professional with vast tire and auto service industry experience. He is also a featured columnist for Modern Tire Dealer, “Business Insights” Dennis continues to teach workshops around North America to tire dealers from financial acumen to behavioral selling and leadership and coaching skills. Hear Dennis's previous episodes HERE. Talking Points: “Hard times create strong men. Strong men create good times. Good times create weak men. And, weak men create hard times.” ― G. Michael Hopf We are in hard times and it should create hard and smart people. We need to think about the future and cash reserves Many businesses that were on the brink of closure will find this pandemic their end We are living in a history class We’ve gotten away from saving money. We are living paycheck to paycheck and for businesses, a zero cash position will not help the business sustain Chris was having a great first quarter vs 2019 The economy will slow down Tell your people that times are uncertain.Communicate with your people and customers Have plans for short, medium and long term Money needs to keep coming in If it stops employment cannot be sustained Don’t panic Use your logic mind to make decisions not your anxious or emotional mind Know your numbers. This is the time to know your numbers and how to adjust them. Review all expenses and categorize or prioritize them. Necessary and not necessary Closing can help preserve cash to help you re-start to inject business with cas Offer your customers a touchless experience, text to pay, DVI reports. Customers may not want to spend money, especially with layoffs You’ve got to set up stages of plans. It may get worse than better. PLANS NEED TO BE FLUID We need to have a one month, two month, three month plan. Maybe even longerCreate a ‘What If’ scenario on a spreadsheet It should change often depending on sales and the condition of the marketplace and government-mandated rules Pay attention to your business and the marketplace On average a typical shop is only putting 3¢ of every dollar sold into net profit. Every $1 of expense cut goes into net profitLook at every line item Talk to your landlord Your biggest asset is your employees. Cut other costs and your people lastHours or positions must be the last to be cut “I give my employees too many chances. I love my employees.” Gary Vaynerchuk Create a video with your smartphone that shows the precautions you are doing Offer a touchless transaction Assure your customer that you are protecting them and your team You are an essential service. Tell them You have power as a small business owner to change CDC.Gov/coronavirus/ Resources: Thanks to Chris Cloutier and Dennis McCarron 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

This is a bonus episode number 5 and a replay of a CarmCast I did this past week. Because we are in unprecedented times I decided to release this special CarmCast as a podcast of a Covid-19 Thinktank from March 18th. For many aftermarket professionals, you’ve prepared for an event like this. Your disaster plan may have not been completely defined as a ‘pandemic’ where the government-imposed restrictions, but you’ve planned for a rainy day disaster. You’ve kept an amount of cash in a separate account to help sustain the business for months of possible disaster. You’ve improved your processes and systems and removed yourself as the centerpiece of your business. You delegated your people to run the business. For many small shop owners, you’ve learned how to implement smart practices and holding yourself accountable. You’ve joined networking groups, maybe even hired a coach to bring business acumen to your world. If you’ve done a lot to become a better marketer and leader you’ll be OK. If not, it is not too late. There is some good business advice in this episode, that if you implement it you will come out the other side of this Covid-19 challenge. The essence of the over 745 podcast episodes from all our show formats is to build a strong business. The messages are spot on and for many influential. Keep in mind it is still not too late to do the right things for your family, employees, business and customers. If there is anything I can do to help you … like find a peer network, talk to a friend, find a coach join an association …. reach out to me [email protected]. With me in this think are two shop owners, a technician/manager, a business coach and an IT specialist on a think tank format. You’ll value this discussion with Dwayne Myers, Greg Buckley, Matt Fanslow, Danny Sanchez and Bob Greenwood. …. and my pledge to keep you flowing with thoughts and ideas from your fellow colleagues continues. Please listen to learn just one thing and then implement it. Resources: Thanks to Bob Greenwood, Dwayne Myers, Matt Fanslow, Greg Buckley and Danny Sanchez 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

Jarrod Alexander from BG Automotive, Fort Collins, CO. Jarrod shares his experience with his first-ever training seminar on becoming a 'LEAN' technician. Key Talking Points: Technician to trainer at ASA ColoradoAlways strives to be efficient technician, servicing customers Started to have health issues- forced to slow down and work smarter not harder Owner signed Jarrod up to teach- always wanted to teach and felt honored Attended over 100 training classes as a participant Nervous and terrified for the first 15 minutes of first class then experience clicked in and felt very comfortable and natural- positive interaction with participants “How to be a lean technician”Finding the times when you’re losing 5-15 mins in between parts/work orders/overstepping sold diagnostic times Look forward through the process before you start- have systems and processes in place prior, preplanned Organize toolbox and environment around you to manage time- everything has a home Takes the support of the entire team to make it work The goal of the class was to have it interactive with the involvement of participants In an 8 hour day if you save 5-10mins an hour you end up with an extra 45 mins to do another job or inspection Resources: Thanks to Jarrod Alexander 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, 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

Ben Johnson, Director, Project Management, Mitchell 1 ADAS training class- training is maintenance, instructors need the training to give a training class Full class- many was their first time hearing about ADAS ADAS is not a “thing” it is industry generated category- each car company will use different terms for ADAS systems (ex: blind-spot monitoring), no standardization Every technician is working on an ADAS even when they don’t realize it- removing the radar sensor for a different problem and reinstalling without calibrating could lead to bigger issue Evolution of calibrations- dynamic to self-calibration Emerging technologies- electrification of vehicle, the complexity of vehicle is happening mostly electronically The best tool for technicians is experience ADAS is stepping stone to autonomous vehicles- the promise of fewer accidents and less deathIn the year 2016 study showed approximately 10,000 lives could’ve been saved with ADAS (lane departure, emergency braking system) How do you teach a computer to have a brain? Resources: Thanks to Ben Johnson 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 AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Bonus Episode 04 Coping with the Covid-19 Pandemic. Being involved to help the industry. What can I do to help you. Email Carm 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/QBQiSKOEIG4 Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE. Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process. In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE. Brad Hazelwonder is an Insurance Marketing Representative for Federated Insurance. His areas of expertise: Business Insurance, Life & Disability Insurance, Estate Planning, Business Succession, and Key Employee Retention Key Talking Points: Insurance is a contract between the business and the insurance company Two typesPhysical propertyWhat you own Your Customers property LiabilityYou are responsible for damage to others and their property You have more responsibility than an individual When you hire someone you say you trust that person When they do something wrong the liability is on you. These claims are going through the roof Yearly audits are done with your agent. Sometimes twice. They may ask:Are there name change New property Mailing address Changes in equipment Look at revenue Changes in payroll Look at loaners and the limits you want And many more LoanersYou must check if your customer has a valid license You must check if they have valid insurance No different than a rental car contract You need to get a signed agreement with the customer on the use of the loaner car. Your insurance company can get you a version (vehicle usage/release form) You may need a declaration page or insurance card. Verify with your insurance carrier to the proper way to cover yourself. If the insurance isn’t paid, they have no insurance even though you may see an insurance card. You can call the customers agent to send you a declaration of insurance Some customers can go through their app to send you a declaration How Insurance pays outThere are certain types of coverageReplacement cost. Like, Kind, QualityConsider taking a higher deductable Actual cash valueTake the depreciated amount out DeductiblesThere is a hidden value in deductiblesWorkmans compUpfront saving Can prevent your MOD rating by paying a portion (experience rating) The number of claims increases your premiums. Higher deductibles can save you money, however, your exposure is higher Good processes and quality programs help minimize your risk Report all claims. You can make it report only. Get it on record, you can always pull the claim. Cost management: Insurance deductibles and coverage Business and persona umbrella policy is a givenUmbrella policies sit above all other policies and provide you additional coverage With insurance, you get what you pay forWorking with an agent face to face is a huge value to your business Business interruption insuranceConsider the length of time you may need. It will always be longer If you don’t report all your income then you also have a gap you’ll need to deal with. Get all your sales on the books Nothing good happens after midnight Have proper limits You should ‘What If’ with your insurance agentWhat Happens If …. Resources: A special thanks to Bambi Crozier, Kim Auernheimer, and Brad Hazelwonder 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

Kelly Moore Dr. Kelly Thumm Moore has over 20 years of experience in the career-focused higher education industry. She currently serves at Campus President for Lincoln College of Technology – Denver, a career-focused college offering certificate and degree programs in the automotive and skilled trades fields. Her previous experience includes presidencies for Westwood College and Career Colleges of Chicago, institutions offering career-focused curriculums in allied health, IT, design, construction management, business, court reporting and paralegal. Dr. Moore began her professional career with Northern Arizona University and DePaul University in Student Affairs, General Counsel, Business & Finance and Internal Audit departments. She currently serves on the Board of the Colorado Chamber of Commerce and Colorado Association of Career Colleges & Schools (CACCS). Dr. Moore holds a doctorate in higher education management from the University of Pennsylvania, an M.S. in public service management and a B.A. in history from DePaul University and a paralegal certificate from Roosevelt University. Key Talking Points: Colorado changed legislation 3 years ago Require high schools to talk about opportunities after HS beyond a traditional 4-year college degree Sponsored by a legislator who owned a construction company that couldn’t find employees Mid 1980s-1990’s high schools change out automotive shops to computer labs- took away opportunity and exposure A shift from focusing on college preparedness to workforce development- internships, apprenticeships, etc On-campus events for students and parents- annual car show, community events, open houses Two critical ages when kids are thinking about their future- 6th grade and 10th grade, parents can ignite their passion by giving them plastic engines to build and run and look into hands-on summer camps Retention- the majority of students go to dealerships because readily available (dealerships attend career fairs more than independent shops) Encourage more people to join industry especially women- Women student population grew from 5% to 8% Resources: Thanks to Kelly Moore for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 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

Bryan Gossel, BG Automotive, Fort Collins, CO. Brian’s Previous Episodes HERE. Key Talking Points: Started as technician and service writerNo structure, education, or much training from shop owner Owner didn’t see value in outside training Bryan exemplified natural leadership, intuition and communication Partnered together to also buy motorcycle parts and accessory business- had to shut down in 2001 Worked in european shop as technician across street Stopped being afraidWanted to become shop owner- bought business and is now a multi shop owner Worked 6am-6pm, ate dinner with family then went back to shop from 9pm-3am for years Signed up for ATI training program- changed business (margins and labor rates), still part of program Struggled hiring at first- trial and error, now has hiring manager Phil that fills in his weaknessesIf employees don’t know they’re getting let go then you failed as manager- write employees up, hold them accountable, should never be surprised Hard letting go of day to day technician duties- has right team in place to work on business AdviceListen sooner, pay attention and implement what you learn If you’re not changing you’re not growing, if you’re not growing you’re dying Resources: Thanks to Bryan Gossel 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 AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes HERE. Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE. Scott is the founder of diag.net. Find other episodes that have featured Scott HERE. Diag.Net HERE Key Talking Points: Carolyn did a presentation at Vision 2019 “Don’t trust me, how to empower customers to value your service.” Better communicate with customer There is no such thing as perfect communication Scott has a presentation on how to best present knowledge and information to the customer (media, photos) Communicating complex problems on vehicles to customers (what are you doing, why you are doing it and what are results). Documentation of process. Communication can’t be perfect, always a work in progress Customers need to understand the quality of the facility and services and why the pricing is set in place. Peace of mind. Ultimately the car is the customer’s problem. The car is passing through the shop and the shop becomes the middle man. Easy for customers to be upset instead of appreciating the help to get the car back on road. People read approximately 300 yards of social media a day- always consuming information, customers need to be educated. I can’t assume customers don’t want to know information or details about their vehicles. The fine line between communication and overwhelm- the goal is comprehension with the customer. Data should speak for itself and tell a story. Customers often prioritize issues with vehicles and leave other issues pending. Training is maintenance, people don’t know how we make our sausage Technology is moving at a rapid rate in vehicles, shops need to continue to train or be left behind Shops are willing to share more than ever and help other shops- changing industry Resources: Thanks to Scott Brown and Carolyn Coquillette 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, 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

Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. At the age of 22, he left school and started his first business. He bought his first three-bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI. Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes HERE. Key Talking Points: Striving for greatness and setting bar too high for small 3 bay shop Expected employees to have an owner mindset, needed to adjust in order to grow business As the owner you need to continue to make moves to stay out of day to day business, components of business is your staff- how do you manage/give incentive/encourage/discipline them based on size of shop Leader of business- make sure you are doing what is good for the most amount of people in business, staff entrusts owner to create and maintain a positive work environment Adjust insurance packages/life insurance/retirement contribution/IRA to 401K as business grows Surround yourself with people that can counteract your weaknesses Will you be happier with the existing 800K shop vs 1M shop? Resources: Thanks to Kirk Richardson for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. 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

Rick Schwartz is co-founder and CEO of Schwartz Advisors LLC, a mergers and acquisition advisor and management consulting firm to the automotive and heavy-duty transportation industry. Prior to forming Schwartz Advisors, Rick's career included senior executive leadership positions in sales, marketing, and finance. At Schwartz Advisors, Rick has advised private equity firms, aftermarket management teams and boards of directors on growth strategy, M&A strategy and due diligence projects. Rick oversees operations of Schwartz Advisors buy-side, sell-side and strategic planning consulting practices. Rick is a former member of the Auto Care Association Board of Directors, and he received the prestigious Northwood University Automotive Aftermarket Management Education Award. Prior to starting Schwartz Advisors, Rick held various senior-level positions at Nestle, Macy’s and The Upper Deck Company. Rick received an MBA from the University of Southern California Marshall School of Business and a BA in International Relations from USC. Listen to Rick's previous episodes HERE. Jason Rainey is the Vice President of NAPA AutoCare; a program of more than 17,000 independently owned automotive repair facilities that have chosen to partner with NAPA. He currently sits on the Automotive Service Excellence (ASE) Board as well as the Automotive Maintenance & Repair Association Board where he works to keep the best interest of independent repair facilities in mind. Before taking the reins of the industry's leading banner program, Jason spent 13 years in the NAPA Product Department. He worked with vendors on managing, sourcing and marketing in the Tool & Equipment, Batteries/Electrical, Brakes and Under Car categories on behalf of NAPA AUTO PARTS. Jason came to NAPA Headquarters after a successful career in Grand Rapids, Michigan where he worked in several NAPA Store and Distribution Center roles as well as working as a Territory Sales Manager and a Tool & Equipment District Manager. Prior to Jason joining NAPA he served in the United States Marine Corps. Listen to Jason's previous episodes HERE. 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. Key Talking Points: Investors are looking for a good investment return Looking for efficiencies in buying multiple shops There is big M & A (Mergers and Acquisitions)in the entire industry and continue to look at repair and service There is capital available 280M VIO (Vehicles In Operation) is attractive to investors There is a lot of M & A in collision Repair and Service shop is touching the consumer and is attractive A study by 2020 56% of mom and pop shop owners wanted to be out of their businessMaking less money each year Keeping employees They are tired Too much change needs to happen Locations can be a challenge They never built a brand If you are looking to get out and sell to a consolidator:Location is key The owner cannot be the centerpiece of the business Will your customer accept a new owner Run your business well so you have options Quality of staff If you own the real estate that can be attractive to both parties Distribution has been consolidating and they see shop consolidation as opportunities for the top shop operatorsThere will be dedicated bays for specific repairs Jason Rainey sees an opportunity for NAPA as their CarCare’s are growing and becoming stronger operators Don’t be worried that you will have to look for or find a venture capital investor. Many local shop owners are looking to expandBring your systems and procedures to another market Share costs The opportunities to grow and add branches are going to be enormous going forward Niche specialty shops are owned by master technicians from that brand (think Mercedes, BMW, Volvo, Euro)If the owner keeps up his aftermarket business acumen he/she can see a multi-store future as a specialist Threats when a service professional is looking to sellThemselves, the owner is doing it all. They are the hub of the wheel and they have not delegated responsibilities If the buyer does not know what they want in a transaction. Why are you buying, how will this business/location help your business? Can you fix everything that is wrong? Integration costs and time must be considered Always talk about why you would not do the deal first.Some fixer-uppers may not be your best deal Some businesses look to buy businesses that need fixing. That is their specialty. Jason sees distributions role is to help their customers who want to grow stronger and ready Attend training on how to grow stores. You may discover you are not ready. Having one successful shop does not mean you can duplicate itGreg has a class he teaches How do buyers value the business?Financial performance first. Offering a multiple of EBITDA or Cash Flow Some businesses are sold on asset value from the balance sheet What is the strategic value of the business to the buyer? Is the buyer getting something that he/she doesn’t have Selling?How will your business succeed after you? The owner needs to be out of the day to day operation Will your team stay Reputations Reviews Profitability Multiples can be 3 times EBITDA Start to fix your business It is going to be a buyers market Once the business gets fixed the owner may not want to sell because they are making more money than ever You may have an internal candidate Build your relationship with your parts supplier. Stop splitting your business to too many suppliers Find a parts partner that can help in branding, systems, marketing, even financing, training etc Strengths in partnerships with suppliers along with stronger service professionals Single store operatorsMust get bigger. Greg calls them Garage-Marshals May run out of bandwidth The big consolidators are looking for independents to grow to five or six shops. They would rather buy more than one shop at a time Consider expanding your learning outside the industry93% of shops are owned by technicians that started their business. They need to expand their horizons in the business Investment needed to run a top shopSoftware to improve efficiency, equipment, subscriptions Recruiting and retention of your people The experience of your client needs to be exceptional It starts at the curb Wifi, Keurig, Water, Clean, Comfortable, Amenities and environment and a look for your avatar You website that reflects your place, your commitment, your reviews, your value proposition ConsiderationsADAS Hybrids EVs Watch the video of this panel discussion: http://bit.ly/2XmWRxF Resources: Thanks to Rick Swhwartz, Jason Rainey, and Greg Bunch 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, 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

Scott Shotton has over 25 years of technical experience in automotive repair shops. As the owner of The Driveability Guys, Scott performs mobile diagnostics and reprogramming for local repair shops in the DeKalb Illinois area as well as industry training around the United States and Canada. He was also one of the four trainers for the Illinois EPA’s vehicle emissions testing program. Scott has been an automotive instructor at Kishwaukee College since 2009. Prior to Kishwaukee College, Scott was adjunct faculty at the College of DuPage for 7 years. He has a degree in Automotive Service Technology as well as many hours of training by manufacturers and independent training entities. Scott is also recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. Scott has written many technical articles for Motor Age and Gears magazines. Scott became an ASE Subject Matter Expert (SME) in 2017. Scott currently maintains 21 ASE certifications including Master Automotive Technician, Master Truck Technician, A9, L1, L2, L3, Alternate Fuels and more. Scott's previous episodes HERE. TAC talking points Silver bullets- pattern failure, silver bullet is the fix to that problemFailures in vehicles 10 years old- 13% were P0420, 10% were P0171/P0174, 8.2% P0401 (76% were Ford vehicles Cannot gamble with silver bullet fix, silver bullet gives you direction but still need to test and prove root cause of car, saves time by narrowing options, reduce comebacks and retain customers Getting silver bulletsExperience Manufacturer technical service silver bullet Internet- can find good sources and bad sources online Resources: Thanks to Scott Shotton 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. Learn more about NAPA Smart Sign and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Donny Seyfer the executive officer of NASTF (National Automotive Service Task Force) and Partner in Seyfer Automotive in Wheatridge, CO. Listen to Donny’s previous episodes HERE. Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Adviser and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisers in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE. Danny Sanchez is owner and founder, of Auto-shop Solutions and grew up spending countless hours working around his dad’s auto repair shop in California, eventually taking over and running the business himself. Auto-shop Solutions started in 1998 when Danny founded Auto Web Solutions. The Internet was starting to take off, and Danny took great interest in the powerful marketing benefits it could provide. As a successful shop owner himself, Danny used Auto Web Solutions to consult with other repair shops on their business practices and web presence. In 2005, when Google launched Ad Words and changed its search engine to favor local businesses, Danny saw a huge opportunity for the automotive industry to draw more clients from the Internet. With just a handful of clients and a few websites, Danny built the foundation of his company – quality, affordable, automotive websites and Internet marketing solutions, designed exclusively for the auto industry. Check Danny’s previous episodes HERE. Jim Silverman is the Director of National Accounts for ATI Automotive Training Institute. Listen to Jim's previous episodes HERE. Talking Points: Danny SanchezSo many shop owners’ succession plan is to close the doors. It is sad to see There are many shop owners willing to sell that opens up opportunity for growth to a multi-store operation Donny SeyferIf your exit plan is that they are coming to take me away in the ambulance If you don’t plan you’ll lose successors If the business can’t be run by anyone else, then you have to rethink your priority It takes a small workforce to fix big problems.It takes experiential knowledge and the proper tools Own the fleet as a transportation company. Work on your cars Repair vehicles that are in the Touro program ADAS calibration center will need a collision feed, the right location, training and a larger investment in calibration tools/equipment. There is a window of opportunity to get in Jeremy O’NealFix the car right the first time What are your most profitable jobs? Market to them Jim SilvermanWhen do you want to retire? If you want a premium for your hard work. Look for about 2 to 3 times EBITDA (Earning Before Income Tax Depreciation and Amortization) Have you told your successor that you plan on them taking it over? You need a succession plan for your succession plan Every interview you make should have a successor in mind Standard Operating Procedures must be created and followedAlso, create an SOP to keep the business going. Passwords. Taxes paid. Payroll done etc Hire a successor that is better than you Business model: Rent some bays at an office building parking ramp Resources: Thanks to Donny Seyfer, Jeremy O'Neal, Jim Silverman and Sara Fraser, and Danny Sanchez 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, 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