carmcapriotto

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

Tom Palermo is General Manager of Preferred Automotive Specialties in Jenkintown, PA. Tom is a world class Master Technician and a Certified ASE Advanced Level Technician, is certified from ASE including Master Auto, MasterTruck, Master Truck Equipment, Master School Bus, Master Collision, Master Transit Bus, L1, L2, C1, X1, P2, F1 Besides the 2015 NAPA/ASE Technician of the Year, Tom also earned the 2011 AAIA-ASE World Class Technician Award from the Automotive Aftermarket Industry Association, National Institute for Automotive Service Excellence, and the Best Tech of the Year award sponsored by WIX Filters. The majority of Tom’s business is fleets. Listen to Tom’s previous episodes HERE. Key Talking Points: Zero dollar customers Moved to one location 2 miles down road Specifically target marketing customers based on database information (how many cars they had, what their purchases were etc) Noticed in first quarter they were getting a lot of zero dollar bills (car making noise, checking brakes, checking front end etc) then leaving without repair. Get repair and different shop or do repair themselves. Average RO started to drop. Started to understand behavior of customers when they come in and find out what they really want Zero dollar customers can have huge effect on shop’s productivity Discount if work is done at shop or ask them if they want to leave their car Resources: Thanks to Tom Palermo 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

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. Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Jim Silverman is the Director of National Accounts for ATI Automotive Training Institute. Listen to Jim's previous episodes HERE. Key Talking Points: Overall CommentsNot what they earn but what they keep Build an invisible paycheck for each team member. Let them see the total cost to the company Service advisors need to have a comp plan to reward their success The company needs to have a strong profit in order to make this work Fear is false evidence appearing real Incentive pay ideasCompensation plans must conform to state and federal labor guidelines Training ASE Comebacks Complete inspections Bonus rates can be based on the number of hours they can bill To millennials, the invisible paycheck is an expectation. So important to create one Link to Town Hall Academy- Paying Your Technicians $100K per Year Sara FraserThe work needs to be there to increase pay Are we selling all available hours? Technicians and service advisors must be on the same page for similar rewards as they work together to sell the labor inventory Danny SanchezActive marketing is necessary to bring in new clients You lose 3% of your clients each year. They move. They Die. Referrals should be your #1 tactic to grow new customers Build the opportunity to thrive in so your team can be big earners Selling 40 hours per week should not be your goal. It should be more 40 hours per person cover your base costs Less than 3% of the pool of technicians coming into the industry. A very small number Emotional maturity is lower. 18 is the new 16 Learn how to split income from base income and opportunistic income Donny SeyferHaving a 30-year career at one place is not going to be the norm NASTF - The Road to Great Technicians We raise our technicians with a wide but narrow scope We don’t hire our future techs as interns. We must change that 42 % of students that get through the program do not make it past two years in their initial jobs. We don’t do a good job of integrating them into our industryThey push a broom or work on the lube rack for too long Young people in our industry want to be involved in something that matters Donny says there isn’t a technician shortage. There are too many bays from marginal shops. You need to run a better business. Become a business person. Stop being a tech We need to look at 5th grade to discover our tactile learners A great mentor would be the person who is the latest who’s been through the program. When you teach you learn Jeremy O’Neal$48.08 per hour to earn $100K It gets increasingly hard to hire against larger companies. We are losing the top talent to the bigger companies who can provide a stronger benefit plan Quote from Matt Fanslow: “We expect our technicians to be smart enough to fix today’s cars but be dumb enough to accept our pay plan.” Willing to charge a fair price for the business Your labor force is tough to duplicate and unique to your shop Based on your profit targets you can calculate what your labor rate needs to be It doesn’t matter what your competition charge Actual production is key He is tracking Average Time of Repairs Labor guides are just a guide Pay PlansTop producers will do full inspections and document them Fix the car right the first time Jim SilvermanYour culture is why people come to work for you and why they stay with you You provide everything your people need to have a fruitful life at work and at homeIt says I want you here A good mix for parts to labor is 50/50 ASCCA has a program in San Diego for an independent track in post-secondary at Cuyamaca College in El Cajon, CA. See this episode: https://remarkableresults.biz/remarkable-results-radio-podcast/e364/ Train on doing complete inspections. You’ve got to be consistent in what constitutes a quality complete inspection Resources: Thanks to Donny Seyfer, Jeremy O'Neal, Noah Frank, Danny Sanchez, and Sara Fraser 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

Jack Weaver is a custom car builder of 25+ years and the owner of Acme Chop Shop. He started teaching the art of custom auto restoration at Kustom Built Cars (KBC). Kustom Built Cars was started out of Jack’s love and enjoyment of custom cars and hot rods. He wanted to be able to continue a legacy for our generations to come. So he and his friends got together and came up with this awesome workshop so that future car builders of the world could come and learn the fundamentals of restoring a custom car from the ground up. The leader of our program wanted to share his story with you all so you can see how this idea became a reality and how it can for you too! www.kustombuiltcars.com Key Talking Points: A hot rod restoration shopkustombuiltcars.com Needed more help and started teaching kids so he could hire, started to teach on a larger scale Workshop- started with weekend workshops then evolved into the 5-month program, mostly 18-20 years old Build hot rod truck from start to finish during 5-month hands-on program then sell truck and money goes back into the program Students leave program excited about the industry, can be very trainable for potential employer Wants to stay in touch and stay connected with graduating students Resources: Thanks to Jack Weaver 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

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 Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE. Danny Sanchez is owner and founder, of Autoshop 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. Autoshop 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 AdWords 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. Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies. As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws. He provides advice to cannabis businesses on their employment practices. Previous episodes HERE. Key Talking Points: Sara FraserMillennial workforceThey get picked on for being sensitive. They just will not tolerate things that they deem insensitive Don’t take their phone away from then. It is their connected world They respond to transparency Do what you say Generation Z are the baby babyboomers Your shops should be human-friendly, not women-friendly Danny SanchezIf you are working on cars you need to minimize your distractions You need to have employment agreements and policies You need a handbook It has only been recently as shops have cleaned up, become women-friendly. (See Sara’s comment above) We take care of everyone in our community not just women, men or color Being professional on the inside is as important as how we ‘professionally’ present to our customer The small operator model will evolve, but not by standing still Noah FrankHaving a handbook is a must in any business Donny SeyferThe younger generation may come to work for you because you have rules Learn about the generation you are going to hire. Don’t fight it It takes time to move out of the center of everything in the businessYour customers want to talk to you. You have to delegate If you love to tech, you can find enough help in the industry to be your ‘board of directors’ to guide you in how your business can grow Jeremy O’NealAdvertising + Reputation = Sales Is not a fan of direct mail As a consumer: Time is more valuable than money He wants the client to share their experience with the world He like stories of their experience to be posted He spends on Uber and Lyft into the 5-star experience for his client The scorecard refreshes, so you need to have a constant flow of reviews He looks at the percent of reviews based on the number of clients each week He loves YELP When a customer comes in that found his shop via Yelp. He challenges his team to give a 5 Star Experience Peoples and processes create profits Resources: Thanks to Donny Seyfer, Jeremy O'Neal, Noah Frank, Danny Sanchez, and Sara Fraser 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. 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

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: You need a CEO mindset You need to move to the next level of the new aftermarket You need to view your business from the 10,000-foot level It takes time to learn this new role/position You must ‘RE’ your business Re-New the business model Re-Learn the business Re-Tool the business Re-Certify your standards Re-Professionalize the business The mindset of Change. Five bridges the CEO needs to cross Ability to manage change The structure that supports the execution Right people in the right place Alignment of owner priority. Walk the talk Shop wide coordination and cooperation. Team. Respect every position Any size shop needs to find their desire of where they would like to be These CEO disciplines work for any size business Resources: Thanks to Bob Greenwood 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. Web Site: http://www.aaec.ca Greenwood Motor Age Magazine Articles:http://www.searchautoparts.com/motorage/author/bob-greenwood Greenwood Garage Videos:https://www.autoserviceworld.com/video-series/greenwoods-garage/ Facebook: https://www.facebook.com/vehicleim Greenwood Motor Age Magazine ArticlesGreenwood Garage Videos Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. 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 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 Pro Image and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies. As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws. He provides advice to cannabis businesses on their employment practices. Previous episodes HERE. Key Talking Points: Noah FrankNew laws in Illinois No matter what state you do business in you can benefit from this discussion You must know what you can and cannot ask in an interview You have to protect all the information you receive from a job applicant. Sexual harassment training in many states now have mandated training per year Independent contractors in Illinois are protected. Check with your state Classifying contractors and salary exempt employee You must protect your employees from all form of harassment both internal or external If the government shows up get your attorney You can file an EEOC charge of discrimination online If you get an EEOC complaint:Take a deep breath Speak to the council that is competent in employment law Reply in proper time limits You can have a salary/non-exempt employeeAgreement with the weekly amount and an overtime rate if they work over 40 hours Progressive discipline will support a solid termination Consider support for a terminated employee into their next role with a severance agreement Consider a PEO (Professional Employer Organization) Sara FraserShe will not accept ‘shop talk’ at the workplace. Especially millennials Resources: Thanks to Noah Frank and Sara Fraser 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. 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

Ken Criste is the Chief Financial Officer of the Australian Bank division of National Australia Bank. In addition to this fulltime role, Ken is a passionate car owner and collector and has a 50% equity ownership in an Independent BMW & MINI workshop in Melbourne Australia “BM Performance Centre”. This ownership with Mark Higgins blends his passion of cars with that of building and growing a small business. He has an Undergraduate Degree in Banking and Finance from Victoria University, an MBA from Melbourne University and is a graduate of the Advanced Management Programme at Harvard Business School. His passions outside of work include snow skiing, car racing and vehicle restoration and spending time with his family. As a side note, his passion for skiing has led him to pass his level 1 and 2 Canadian Ski Instructor exams. Check Ken's other episodes HERE. Mark Higgins is the Co-Owner of BM Performance Centre and is an experience BMW Mastertech. His experiences have brought him to New Zealand, US, and the UK. He is already in the business for 8 months and has set the roles and responsibilities of the shop. He has worked before as a workshop manager and a BMW Diagnostic Technician. Check Mark's other episodes HERE. Key Talking Points: Original episode 379 Review the new business success Made a slight pivot and added VW to their specialty BMW and Mini. The business has grown successfully Mark had a friend who they brought in to do VW Ken wrote the business case and he is happy with how it has turned outSales volumes are slightly higher than the plan and margins are slightly lower VW volume is 50/50 in the last 6 months Labor rate the same as when they started in the last 18 months $175 A 50/50 partnershipIt works by empowering the role and responsibility Ken has had to learn to back off. He does the financials and has helped Marked learn it Mark is still turning wrenches until he gets another tech in They are starting to replay the equity they invested The business has been cash flow positive without paying the rent to Ken To grow their VW/Audi business they used a card drop and Facebook Growth with an equity partner Don’t get overfocused on KPI’s without putting the customer at the center Resources: Thanks to Ken Christie and Mark Higgins 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. 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 NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer. Learn more about Pro Image and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

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 Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Link to Advisorfix HERE. Danny Sanchez is owner and founder, of Autoshop 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. Autoshop 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 AdWords 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. Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Noah Frank, ESQ, enables businesses to excel under increasingly regulated and taxing environments while protecting them from harmful litigation. He is a trusted partner to a variety of businesses, such as manufacturers, professional services, restaurant chains, medical practices, importers, contractors, and closely held companies. As a member of the Labor & Employment Practice Group, Noah provides practical and thoughtful advice, strategy, and solutions in a full range of employment, corporate, and workers’ compensation matters. He provides comprehensive labor and employment counseling on compliance, policy implementation, and risk mitigation of wage and hour, discrimination, harassment, leave interference and retaliation claims, including under the FLSA, Title VII, ADA, ADEA, FMLA, OSHA, NLRA, Worker’s Compensation, unemployment, and state and local laws. He provides advice to cannabis businesses on their employment practices. Previous episodes HERE. Talking Points: Donny Seyfer:We are spending too much time on the wrong stuff Some of the work we do is going away. The glass is emptying. There is a big glass that is starting to fill up with other repair opportunities When booking an appointment online it makes it difficult to schedule shop workflow Book what your average R/O time is. If you average 4 hours per R/O book that much time for an on-line appointment especially if you don’t know the customer or the vehicle Jeremy O’NealThere are untraditional methods to get customers in the shop Old school thinking will not get customers in today Our job is about helping people not selling them. We must help people 4 out of 10 the transaction is digital. No calls. Jeremy finds Yelp as an asset for his businessLove it or hate it Accounts for ½ of his volume for $375/month Be open to newness Customer check-in kiosks are not gaining traction The quicker Jeremy responded to an online request the more leads he got Danny SanchezDVI helps you present the work that is needed.The service advisor edits the old handwritten list and DVI helps from editing Present everything to the customer. We advise not edit The customer needs to know everything the vehicle needs DVI is not a replacement for the Service Advisor We are the experts, why put the power of fixing customers cars in their hands. Kiosks will not work! Mobile friendly is a key component in your website Sara Fraser, a millennialThere are 150 Million Millennials and Gen Zers Gen Y and Z have spent $2,300 in the past 5 years on car repair. 55 and older have spent $1600 She wants to make an appointment on-lineWants a reply within 24 hours or less She lives in an app-based world Tell me when my oil change is due Learn to execute on a time convenient for the customer Generation Z is thinking a lot differently than Millennials (Gen Y)Educated and will check with YouTube before they come in They want to do business via technology, mobile, appointments Our new generations want customer service or the experience to be great, uncompromising. If not they will tell their group of friends and spread it through their influence network If she texts to your she wants that method of communication back. Noah FrankAs a consumer, I don’t want administrative stuffMake it easy to engage me. If I complete the online form, why do I have to do it again when I arrive? Bring me the human element for my repair. A therapist. Click to go to the Podcast on Remarkable Results Radio

Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Home builder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969. Mark also serves on the Board of Directors of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE. John Long started to gain more interest in vehicles and just after his 21st birthday, he accepted a position working at National Tire & Battery as a service advisor. He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could. In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning. Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE. Key Talking points: Mark Roberts has plans to grow via partnerships It has been beneficial for all parties Mark worked in a collision business and he was told by the owner that he would never partner with anyone, even his children unless they purchased it Mark wanted to create an opportunity for David and John to own a business; to be his partners Succession planning was not in his thoughts when he did this They discovered their compatibility when they started to read Rocket Fuel. (see books page) Agreements and buy-sell.Will not deal with ex-wives Passing on, the shares come back to company and wife gets bought out Another consideration is incapacitation. They don’t have this clarified yet All partners need to be protected. Too many lives at stake It was tough for Mark to walk out of the shop and not be involved in the day to day When they buy Mark out they may sell a portion of the business to additional partners Consider different levels of responsibility in a partnership agreement Partnerships are not for everyone Many potential partners really don’t know what owners do. You have to plan on grooming, training and coaching them. Pay for the classes they need to learn to be a CEO Mark does a wheel of life once a month with his partners Resources: Thanks to Mark Roberts and John Long 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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

Ashlee Arnold, Vice President, Arnold Oil Company of Austin, has quickly become an influential figure in the aftermarket industry at large and within her own company by persistently showing remarkable leadership and cementing its placement on the esteemed “Aftermarket Business Top 25 Auto Chain” listing several years in a row. Arnold serves on the Federated Auto Parts Board of Governors, Federated Co-Man Council, and sits on the Automotive Warehouse Distributors Association (AWDA) Board of Governors. She serves as a PAC Dog for the AWDA sector and has been a member of the Young Auto Care Network Group (YANG) since its inception in 2014, now serving on the council. She has previously served on the Auto Care’s Market Intelligence Committee as well as AC Delco’s Policy and Procedure Committee. Ethan Bregger, training content and curriculum manager, DRiV™️, has a proven track record of success and influence within the auto care industry. Bregger guides the strategy and course content development behind the technical training program “Garage Gurus” and provides insight and guidance on the overall program strategy. An actively-involved member of YANG and a committed Auto Care Political Action Committee (ACPAC) supporter, Bregger recognizes the industry is larger than himself and his company by playing a significant role in the design and operations of multiple industry conferences, including the YANG Leadership Conference and the Auto Care Association’s Leadership Days conferences. Bregger is currently serving as Vice Chair of the education committee and volunteers on the Automotive Maintenance and Repair Association/Motorist Assurance Program (AMRA/MAP) Technical Council. Jacki Lutz, head of global market communications and intelligence, Sensata Technologies aftermarket business, has committed herself to making a lasting impact on the auto care industry and is a proud advocate of the opportunities in the aftermarket. Lutz currently serves as president of the Automotive Communications Council, is a member of Auto Care Association’s Marketing Communications Committee, AASA's Marketing Executives Council, AASA's Modern Industry Expertise Council, AASA's Mobility Technology Council and was recently voted as a member of the YANG Advisory Council. Ryan Samuels, vice president, Samuels Inc., is committed to the continued success of the auto care industry through his investment in training tomorrow’s technicians, volunteerism, and advocacy efforts. Samuels is the current secretary of the Automotive Warehouse Distributors Association (AWDA), a member of the ACDelco advisory board, an active member of the National Pronto Association, PAC Dog to Pronto, and was a leading innovator with YANG. Key Talking Points: Impact Award- for the future, age 40 and younger FutureArnold Oil: Diversify business and bring value to customers. Expanded to chainsaws, lawn mowers, etc repair work outside of just parts, oil business and fuel distribution. Make service professional successful- rely on vendors, internal training and management training. Garage Guru's and DRiV: Service solution offers, goal is to be voice of industry and drive growth of technicians Sensata Technologies: Specialize in sensors and electronics, new training brand and e-training platform Samuel’s Inc: Building relationships and educating customers Customer feedback: Are they willing to invest in themselves? Resources: Thanks to Ashlee Arnold, Ethan Bregger, Jacki Lutz, and Ryan Samuels 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. 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

John Burkhauser is currently employed at BOLT ON TECHNOLOGY as the Director of Education, a job that allows him to use a lifetime of learning experience day in and day out. John dreamed of being a meteorologist but found out college wasn’t for him. When his car failed the state inspection, that was the day his career was decided on. John went to Pennco Tech to attend the Auto Gas and Diesel program. After graduation, John started work in a dealership where he went from a “D” technician to an “A” technician in a few short years. He also added shop foreman to his resume. During this time, John became certified as an ASE Master Technician and Advanced Level Technician which he still maintains. Crossing to the other side of service, he became a service adviser winning the Ford Silver Medallion award. He then became a Service Manager for a large dealership. John also worked in the independent aftermarket. He then applied to be an instructor at a post-secondary automotive training school where he taught basic electrical and HVAC courses for the better part of ten years. Fortune would change his career path again when John learned about BOLT ON TECHNOLOGY and became part of the team. Listen to John’s previous episodes HERE. Barry Hoyland has been in the independent aftermarket for more than 45 years as a technician, shop manager, technician trainer, and for over 28 years owned and operated a successful Southern California automotive repair center that offered complete auto care and specializes in emission and diagnostic services. Barry also owned and operated a company that modified vehicles to perform as emergency response units and mobile command centers, incorporating high-end electronic components into today’s vehicles. Barry has for the past 8 years writing and delivering both technical and shop management training programs for Delphi, O’Reilly Auto Parts, Automobile Club of Southern California, and many others. He has also provided consulting services for many automotive shops, fleets, and government agencies in order to improve their operational efficiencies. Barry has for the past 5 years served as the technical editor for Professional Tool & Equipment News (PTEN) Magazine, where he writes technical articles and reviews tools and equipment used by today’s technicians. Barry has worked with many NHRA drag racing teams as a crew chief on supercharged alcohol and nitro-methane fueled cars and currently campaigns two Top Alcohol Funny Cars in NHRA competition. Barry holds active memberships with a variety of organizations such as SAE, IATN, and STS. Barry also holds certifications in ASE: A1, A6, A8 and L1, maintains a California Advanced Emission license, and certification with Mobile Air Conditioning Society (MACS). Key Talking Points Bolton and P10 Survey 70% of people responding to the survey were shop owners 21% of responders did 1 million per year or more, 35% did 200k-999; 40% 200k and lower The shop sells time so saving time make it more profitable 39% have 2-3 technicians Training is a key priority, it’s like oxygen to your business. If you are not training, your shop is slowly dying. Do you have an exit plan in place for retirement? How do you set your labor rate? Most say based on what neighbor’s rate is 49% of responders had no plans on hiring 53% huge interest in customer service communication Anniversary. It was 40 years ago we started to do diagnostics on very basic systems. Look where we have come Resources: Thanks to John Burkhauser and Barry Hoyland 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Love what we do, buy a cup of coffee HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Just a few minutes of your time. Some important one on one time because I believe you’ve missed some excellent shows we’ve produced for you. Please subscribe to the Town Hall Academy and For The Record podcasts on your listening app. These shows have been separated from the Remarkable Results subscription. So you don’t miss these very important aftermarket podcasts. Please take the time to subscribe to them. You can find details at www.remarkableresults.biz/app/ Click to go to the Podcast on Remarkable Results Radio