carmcapriotto

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

I want to thank the thousands of listeners who make our purpose meaningful. We do it for you. To the sponsors of the podcasts over the years. THANK YOU. Guests for the 500th Episode Amy Mattinat is the owner and manager of Auto Craftsmen in Montpelier, VT. Her shop is an ASE Blue Seal Shop, AAA approved and she is a member of ASA, SBN & WiAC. Along with running her independent repair shop, she is able to combine her three passions: teaching small business owners how to run a successful business, teaching car care and safety to the general public and educating young people about the many career opportunities available in the auto care industry. Amy was awarded the 2012 Top Female Shop Owner of the Year by the Car Care Council Women’s Board, Honored as a 2014 Professional Woman of the Year by the National Association of Professional Women, Awarded the 2015 U.S. Small Business Administration’s Vermont Women-Owned Business of the Year, Awarded the 2016 AAA Business of the Year in Vermont and served as President of Women in Auto Care 2014 through 2016. Listen to Amy’s previous episodes HERE. Judy Zimmerman Walter is co-owner with her uncles and the CFO of, this 57-year young service business. Zimmerman’s Automotive, Mechanicsburg, PA is a true blue ‘family enterprise’ with 12 out of a team of 29 team members that are ‘IN THE FAMILY’. Zimmerman’s is a top automotive repair facility along with a quick lube and a used car division. Among her involvement: Women’s Board of the Car Care Council, AASP-PA Alliance of Automotive Service Providers, and the Auto Care Association. Listen to Judy’s other episodes HERE. Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population of 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift. Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry's previous episodes HERE. Brett Beachler, is Vice President of Beachlers Vehicle Care and Repair, Peoria, IL. Brett has been in the automotive industry for 30+ years and is third generation family. He started in the family business at about age 13 maintaining the business property. Brett graduated from Bradley University with a bachelor of science in business. He departed the family business to work in the corporate world for four years. His Dad, Terry, asked Brett to re-join the family business. Since that time, Brett has not looked back and has enjoyed almost every minute of his time in the family business. Listen to Brett’s previous episodes HERE. 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. Dwayne Myers With Dynamic Automotive, This MSO group was selected top 10 automotive shop in 2014 from Motor Age and has just opened their 4th shop. Dwayne invests time in the industry with the Auto Care Association and serving on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. Dwayne was on episode 2, 3 and 4 with his partners Jose Bueso and Lee Forman and A Round Table on Technician Training in Episode 59, and on a Supplier Needs Roundtable (118). Listen to episode 222 with Dwyane as we talk about his 2017 World Class Technician honor and more. Listen to Dwyane's other episodes HERE. Key Talking points: What worked well in the last five years: Amy MattinatUndercoating. A job given to her tire person and to supplement during the slow times. She uses Corrosion Free Undercoating out of CanadaRe-done every 18 months accounts for retention Kirk Richardson100% profit-sharing plan based on the power of the collective team One direction, one team He was always wired to be a business person, yet stood at his counter and did everything when he started 15 years ago Profit-sharing is the best way to grow technicians Judy Zimmerman WalterStarted morning meetings to best understand her team’s needs and to develop and compliment the team Jerry KezhayaBeen an absentee owner for sometime You have to inspect what we expect As owners, we get what we earn Dwayne MyersGoal Map ReviewsWhere do our people want to be? Their Goals for the next 3, 4 and 5 years This has changed their company more in the last five years than anything they did Stop looking at your people leaving and think about how they will stay with you Invest in your people while you have them Brett BeachlerAdvisor pay system he created He measures many KPIs and they get a bonus production He is legal for wage and hour by using Mike Davidson's spreadsheet as a guide. See this episode RR 4466 https://remarkableresults.biz/e466/ Owners get paid on net profitability so he has a similar plan for his people He wants to take more time off but he has to have better systems and procedures His program works on a percentage of sales but would like to convert to a gross margin incentive if he can get the right GP from his SMS What did not work for me and what I learned: AmyShe almost sold her business and backed out. She felt her business was going to become a ‘McDonalds’ She wants a win-win for staff and customers when she does She realized she has a five-year window ahead of her Kirk RichardsonHe was always a business person but sucked at it early on Developing leadership, grooming, and choosing is painfulYou have to be worth following yourself It is a perpetual process, it never ends Understand that there is always lapses in judgment that you learn from Being a leader can be a lonely place Most discussions on this episode failure issues were mostly the people of the soft side of our business Judy Zimmerman WalterTo lead her team she wants her people to know that:Judy worked in the quick lube and did a lot of light-duty work at the shop She assumes that here people know that she has paid her dues. She has been there and done that Dwayne MyersEarly in his career, he went into protection mode and he held onto it for too long They had not grown in 10 years and he and his partners were holding their team back. It was fear and stubbornness He realized that grow was what he needed to survive Brett BeachlerHe regrets his priorities as it relates to supporting his wife or the business when she had a life-changing accident He put the business ahead of his wife and that was a critical mistake Jerry KezhayaDid not fire fast enough Did not listen to his gut or intuition He got stuck in the buzz that there is no one to hire He needs to think of his business like a sports team who is working to get to the Superbowl. Always need to evaluate the talent to take you there Resources: Thanks to Amy Mattinat, Judy Zimmerman Walter, Jerry Kezhaya, Brett Beachler, Kirk Richardson, and Dwyane Myers for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. The Queen's Code by Alison A. Armstrong 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

Bill Long is president and chief executive officer of the Motor & Equipment Manufacturers Association (MEMA) Which represents the largest sector of manufacturing jobs in the US through its four divisions, the Automotive Aftermarket Suppliers Association (AASA), the Heavy Duty Manufacturers Association (HDMA), the MERA -the association for sustainable manufacturing and the Original Equipment Suppliers Association (OESA). Long is a respected and highly recognized industry leader with more than 30 years of automotive experience in all sectors of the automotive industry. Long joined MEMA in 2012 to lead its AASA division before taking the top spot as MEMA President & CEO February 2019. Prior to joining AASA, Long served as president of Long Strategies LLC and as managing partner of BC Partners LLC, providing strategic planning, brand relevance and leadership services to the automotive industry. Long is most recognized for his 25 years at Echlin/DANA leading the company’s Engine Management Division and as Executive Vice President, North American Operations for Proliance International, a leading manufacturer of temp control and heat exchange products. Long is also well-known in motorsports circles where he served as a corporate officer for NASCAR in Daytona Beach and as a top executive for the IndyCar Series and the Indianapolis Motor Speedway. Long served on the boards of the National Automotive Service Task Force (NASTF), Northwood University Automotive Aftermarket Advisory Board, Automotive Aftermarket Charitable Foundation and the Automotive Aftermarket Charitable Foundation. Board. Long is also a past chairman of the National Car Care Council. Long was awarded the prestigious MEMA Triangle Award during his time at DANA and Northwood University’s Automotive Aftermarket Management Education Award, both recognizing his work in educating federal lawmakers and serving as a technical expert on issues concerning the industry’s access to vehicle on-board diagnostics and repair information. Long was honored with the Jack Arute Sr. Excellence in Motorsports Award for his contribution and dedication to the motorsports industry. Talking Points: MEMA- Motor and Equipment Manufacturers Association 115th Anniversary MEMA advances the business interest of our industry Created trade association to move industry forward Challenges-rate of accelerated change in the industry, vehicle data access Vehicle parts manufacturers represent the largest sector of manufacturing jobs in the USA- we have a powerful voice 77% value new car is generated by MEMA members OE suppliers are members Bill met with the Vice-President of the United States in the White House this year A great economyUncertainty with tariffs but hopeful Supports the right to own your data It is getting tougher to get aftermarket parts brought to market because of encrypted software in many parts EcommerceNeed qualified technicians to diagnose issues and problems Parts sales will continue to grow Link to http://www.mema.org Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. Gold Certification recognizes top tier NAPA AutoCare's with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard-bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

The Men behind Dynamic: Dwayne Myers, Partner Dynamic Automotive Mark Murphy, Lead Technician Todd Zimmerman, Location leader Bob Allen, VP of Operations, from wrenching to location leader Key Talking Points: Career-pathing. The leaders are there when you need them Shop owners can develop their team and really grow and make a difference in our industry The team knows there are growth opportunities within the company Concept: Train your replacement Dwayne is out of operations every day and relies on his leadership team to make decisions I took a long time for the owners of Dynamic to learn this and to learn to trust Communication is the key to making this happen Owners were thinking more internally in the past years and realized they needed to think outward to their team and community The Dynamic website tells their story. They won a top ten website honor from AutoInc Magazine Training is a strong component to the culture of Dynamic Automotive They have created a new business model ‘Dynamic Off-Road ’ They are there to discover new suppliers, products and relationships to grow this new customer offering. Resources: Thanks to Dwayne Myers, Mark Murphy, Todd Zimmerman, and Bob Allen 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. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Erik Mortensen, an Automotive Instructor at Watauga High School, transforms his classroom into an automotive service shop. Key Talking Points: A former technician that runs an automotive An automotive service shop in the classroomFive bays Parts room Toolroom Alignment rack All the equipment you would need He took an existing program and made it his own with an open book The program is growing and his classes are full A goal of his is to get the students to find their self-worth and a skill they may be good at Watauga High School has a large CTE program (Career and Technical Education) Students are assigned roles within the ‘shop’ He believes that working on ‘live’ teacher vehicles vs doner cars brings a greater responsibility of importance and safety. Start the students off with a ‘mechanic’ mentality and understand the learning never stops and ‘diagnostician’ is in their future If being an educator is your passion, then do it Resources: Thanks to Eric Mortensen 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. 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. 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 workflow, 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

Important Changes You’ll need to subscribe to each podcast separately. In the recent past, you would get every show we produce into your one single subscription of RRR. One of the easiest ways to find all three podcasts is to search under my name in your app. Key in Carm Capriotto. You will find the three show icons appear. Just subscribe to all three. Then you are all set. You’ll never miss a new release Now you need to add two new subscriptions to your favorite podcast listening app. You already have RRR next is to search for Town Hall Academy and For the Record. No matter if you listen on Apple, Google, iHeart, Spotify or the dozen more apps that feature my podcasts, you’ll need to subscribe to Town Hall Academy and For The Record. So you can get a better understanding of when we publish new episodes, let me share with you when you would expect new releases. On Monday’s you get a new For The Record episode. As you know with For The Record you’ll hear a perspective on life and business issues that you may have never heard before. Its format is like the op-ed section of the newspaper. It is the perfect forum to hear from your industry colleagues and get your juices flowing. And I know, ‘cause you’ve told me, that these opines or rants may just inspire you enough to move your thinking in a new direction. So the purpose of this bonus episode is to get you to subscribe to all three shows. You already have RRR now you need to subscribe to Town Hall Academy and For The Record to complete your access to all three weekly podcasts we produce for you. Thanks, and we’ll talk soon. Carm Capriotto Mentions: I like Spreaker Podcast Radio. Find it on your app store and then search for Carm Capriotto. Then subscribe to: Remarkable Results Radio Town Hall Academy For the Record MARK THEN AS FAVORITES Click to go to the Podcast on Remarkable Results Radio

Anthony Williams is the Automotive Liason for the Automotive Institute for Science and Technology - AIST. Contact Anthony: [email protected] 719-641-2575 Talking Points: A brief recap on schoolProject-Based Learning vs Traditional schoolingDoing is the basis for learning in a real-world setting Find student natural aptitude Career Education combined with Core content (English, Math, Science, Etc.) PTECH (Pathways in Technology Early College High School) 6 years Current needs – Financial PartnersThe industry is large enough to find the funding to bring this new education model to the industry. Funding is needed for the building Facility purchase – $5 million Construction to outfit the facility to be a schoolPhase 1 – ASAP $3 million Phase 2 – Year 3 $3 million Phase 3 – Year 5 $2 million Apprentice and internship programs being discussed and how it would work with partners Fundraising OptionsAutomotiveInstitute.org https://automotiveinstitute.wpcomstaging.com/ Smile Amazon Paypal Giving Fund http://bit.ly/2Z6q94s Buy a Brick http://bit.ly/2rdu2YR Larger partners – Contact [email protected], Naming rights, Structured Internships, career fairs, Special events (invite only), and more Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Steve Ciabattoni is the co-founder and CEO of 360 Payments, a payment technology company located in the heart of Silicon Valley. Raised in Philadelphia, Steve is the son of a small business owner who had to work two jobs just to put food on the table. Living the struggles of small business ownership firsthand gave Steve tremendous respect for entrepreneurs and fueled his passion for serving the small business community. Fresh out of college and looking for sales experience, Steve took a 100% commission job with a large credit card processor called Heartland Payment Systems. Much to his surprise, he fell in love with the payments industry. In it, he saw a way to empower small business owners to take control of their financial futures as well as the opportunity to use cutting-edge technology to streamline the customer experience. The industry was far from perfect, however, and as Steve sought to offer his customers more transparency, better rates, and excellent customer service, he realized business owners deserved another option – a payment processor who offered all these things and more. After a successful three-year tenure with Heartland, Steve teamed up with his longtime mentor and friend, Lisa Coyle to start 360 Payments. Since its inception in 2011, 360 Payments has grown to process more than $2 billion in credit card transactions with clients across the United States. Nearly 1,000 automotive repair shops alone now trust 360 with their payment processing. 360 stands out from the competition by offering full disclosure processing in a notoriously confusing and opaque industry, coupled with a very high level of customer service and a consultative approach to technology implementation. Steve is now focused on helping 360 integrate its Velox payment gateway technology with various shop management software systems in order to give independent automotive repair shops that “dealership feel” and improve their customer experience during the payment process. Steve currently resides in San Jose, CA, with his wife Michelle and their two young children. Talking points: Customer can approve a job on the phone so why not pay when complete via text messages Secured credit card data Adds a level of convenience for customers and able to spend more time with customers who opt-out of text to pay. This sets your shop apart from others Time is saved for service advisor and labor cost- can be working on other things for the shop ROI: $250-300 savings per month in labor cost based on 10% checkout Replacing manual transactions for phone transactions Text to Pay is a feature of doing business with you If a customer loves how you text status and inspection criteria, they will love the text to pay feature you offer Showing customers you are on the leading edge of technology. The card never leaves the customer’s hand and follow PCI compliance www.360payments.com Text To Pay Calculator Resources: Thanks to Steve Ciabattoni 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. 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. 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. Click to go to the Podcast on Remarkable Results Radio

The winners of the 2019 Women of the Year Awards are: Auto Care Woman of the Year: Jennifer Maher, Chief Executive Officer, TechForce Foundation and America’s Automotive Trust Auto Care Woman of Excellence: Cindy Frasca, Chief Operating Officer, Kukui Female Shop Owner of the Year: Jamie Carlson, Owner, Ervine’s Auto Repair and Grand Rapids Hybrid “The Women of the Year Awards honor three outstanding female leaders who have made significant contributions to the auto care community,” said Tammy Tecklenburg, president, Women in Auto Care. “This is the 16th annual presentation of the Auto Care Women of the Year awards, and we are honored to be able to continue to shine a light on the tremendous value women are bringing to our industry.” Talking points Scholarships from the Women in Auto Care $100,000 per year Monies coming from industry and fundraisers We’ve killed the skilled trades by telling out young people that their path to success is a four-year college degree Skilled trades are the course de jure People that have tactile intelligence need to consider skills d We need to pay technicians more money and therefore learn how to charge and run a good business Make your business welcome to female customers and potential employees Create a zero-tolerance of harassment in your business Techforce.org become part of the conversation. Links www.Techforce.org We need to bring 52% of the population in our industry. Awareness, scholarships, speaking at events, networking will help attract women to the industry. In middle school students start to explore career opportunities We’ve got to change the perception of the parents and counselors to great careers in the automotive. Not everyone was meant to be a lawyer, doctor, CPA or social worker. Careers in technical education will have big opportunities and pay Attention span is 8 seconds Attracting and retaining top talent will require a more profitable shop 3% of technicians in our industry are women Attracting women team members will require changes in the facility and create boundaries Generation Z is the upcoming group of technicians we need to recruit. They are socially conscious. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Do More Of 2020 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. 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. Key Talking Points Digital Marketing Website, Social Media Be analog in a digital way Blend current moments into organic information in your ecosystem to educate your customer Know your audience Some actually still use Yellow Pages. Only if it works Working with community and outreach Involved with Chamber, Lions Club and rotary Create a collaborative environment Create value for your customers. Keep them coming back Use organic ‘old school’ ideas Live in the world around you Now people have been exposed to many different types of sources to gain attention or influence you must be AUTHENTIC You’ll be exposed if you are not authentic If you are in the community you must be ‘In The Community’ Your heart needs to be in it Relationships will continue to become important especially since you are not selling a commodity. You are in the relationship business Become stronger in networking Resources: Thanks to Tom Palermo 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. 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 Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover. Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Paul Danner, aka ScannerDanner on YouTube clears up the misconception that his name is not “Dan,” which he gets all the time. People think his name is Dan and he added “ner” to rhyme with “Scanner”? He says it is not true and that that it would be really stupid!!!! His career in the automotive field started as a junior in high school in 1990. He took two years of auto mechanics in high school, then another two-year program (post-secondary) at Rosedale Technical College in Pittsburgh (where he now teaches). After Rosedale, Paul entered the field and worked full time for about 8 years before coming back to teach at the school. This September 2018, Paul will be starting his 18th year as an automotive instructor. Listen to Paul’s previous episodes HERE. Brin Kline is the owner of Assured Auto Works in Melbourne, FL. His career in automotive repair spans 17 years with nearly 8 years as an owner. Brin knows that the automotive repair industry is ever-changing. Diagnosing and repairing automobiles of today have many more requirements for up to date training than they did in years past. Today, a technician must network with and befriend other likeminded individuals, commit a lot of their personal time to craft their skills so they can confidently, efficiently and accurately diagnose the issues that they face on a daily basis. Look for Brin’s other episodes HERE. Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in previous episodes HERE. Michael Broccolo is from Rochester, NY. His father has been in the automotive/collision/towing/salvage business since before he was born. Michael grew up around cars and attended BOCES (High School Cooperative Skills) for collision repair. In 2006 SkillsUSA Michael placed 1st in New York State in collision repair and attended the national competition. Apprenticed at a high volume collision shop right out of high school. Michael currently owns Broccolo Automotive & Collison with his father. Broccolo’s is a full service automotive/collision shop, a salvage yard/used & new auto parts, and offer towing services all under one roof. Michael’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. Key Talking Points: Gen Z may wants a lot of information Millennials and Gen Z want to see your reviews and what is on social media about you and your company While attempting to put your company in a good light, you can put other companies in a bad light. For Brin it happened and he didn’t mean to do that. Re-educate the customer what they are paying for vs what they found on an internet search Diagnostics doesn’t mean much to a customer The word most preferred is ‘Testing’ You are selling a series of tests to pinpoint the problem. The doctor must see you before writing a prescription Paul: Stop calling diagnostics a ‘Time’. It is a diagnostic service or an analysis for a certain fee for so much time It is a flat fee to pay me to look at your vehicle Make no apologies for your fee Howeiver 90% of the industry connects a scan tool and replaces a part Customer are getting mad because of this. Looks simple and degrades the shops doing a full diag and charging for it If customers comes to you because parts swapping did not fix their problem, yu’ve got to charge correctly for applying your experience, training and equipment investment 85-90% of vehicles can be handled in the first hour if you are experienced and trained Many shops are not diagnosing. They are retrieving a fault code and using statistical diagnostics to find a repair option For a flat fee customers are paying for testing in Matt’s shop They are not paying for a result but are paying for testing that generates a result What happens if you are hired to fix the repair the customer believes is the problem and it doesn’t fix the problem? Should it bring confidence to the customer when the technician does the proper testing finds the real problem. Brin offers a free assessment no charge and then gives a price to repair He offers a few minutes for the assessment Create your own YouTube or Facebook Video explaining your process of testing and why it is so important to finding the root cause of the problem Create customer rules for your ecosystem Why you do what you do from diag time, loaner cars, waiting room, fresh coffee, training, expectations of your experience Pull back the curtain and teach your customers what they can expect. Soften them up for the culture they will come to expect and appreciate Take an offensive approach that some Youtube videos are preemptive to what you do You do not need expensive equipment to create video, just a good smartphone to create good videos. Keep them organic and get them posted. Don’t worry about length, become an expert. Show real tangible results of your testing procedures We have a serious lack of technicians that can really fix a car. Going to YouTube to find real answers to problems has created a YouTube cult at top diagnosticians such as Paul Danner Our compensation systems and shop cultures are not rewarding diagnosticians and analytic thinking Current corporate culture is you are a Rock Star if you can produce, you are not a Rock Star if you are a great Diagnostician Being a top diagnostician requires a lot of time and training New generation looking for instant gratification vs the long term gains from training and the ‘learn from your mistakes’ wisdom Turn your Instagram stories into highlights Facebook or YouTube does not want you to move your people out of their platform Put up your video on each platform separately you may get better traction LinkTree can be used to provide a list of links for Instgram The reference to Rick Flare is from the For The Record episode #50 with Matt Fanslow HERE. https://remarkableresults.biz/f050/ Resources: Thanks to Brin Kline, Matt Fanslow, Paul Danner, Michael Broccolo 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. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Complete Car Care officially opened it’s doors on September 28, 1985. The beginnings of CCC began from Warren’s hobby, racing cars. In 1983, he was involved in a racing accident that required surgery and nearly two years of therapy and rehabilitation. Although not visible, the racing accident left him with a permanent, partial disability. Because of the restrictions from his disability, He was no longer qualified for a Class 1 commercial driver’s license. He had no job prospects. In order to survive, He began repairing vehicles in his garage. His business grew and soon a Fresno City Zoning Officer arrived at his home. Within 6 weeks, He officially opened Complete Car Care’s doors. CCC are now in its 31st year of business, all at the present location. In 2000, the company entered the California Smog Repair Program as a designated Gold Shield Station and in 2010 and it became a NAPA AutoCare Center. The work ethic, methods, and skills developed from a highly competitive sport like auto racing is the foundation of Warren Parr‘s business for the highly competitive and challenging industry of Automotive Repair. He was fortunate enough to turn his hobby into his business and the disability never became an issue. At Complete Car Care, people don’t work on vehicles because they have to, they do it because they enjoy it and they love the challenge. Warren’s previous episodes HERE. Key Talking Points: He needed to be more productive and pay his people more Used training to help get there He wasn’t making enough money and discovered that he needed a new labor rate on diag work Diagnostics labor rates Parts profit for the year and parts for year. Parts profit for every billable hour. $40 + $125 is diag rate Dif between the lowest-paid tech and highest $10 Add the $10. More expensive tech doing the job $175 He adds his training equipment and tech cost for the year $12,000 Divide the hours you bill He is at $182. A slow miserable death They start without a two-hour minimum They don’t want to finish without a solution If faster they will adjust Challenge: The shop down the street is lower. How much time will it take him to go out of business? EV’s will require this hire labor rate Customers ask how much for the job. Rarely your labor rate. Engine job or rear main seal type of job. He has an Intensive Labor Rate- regular hourly rate and $40/hour for parts didn’t sell Do heavy job sell customer repair part at cost and use intensive rate Make the average amount on parts instead of losing money He makes an average amount or margin on expensive parts like an engine Every tech gets 160 hours of training per year The owner needs to be in the training. If not nothing will change if there isn’t an accountability factor from the owner All learn together Warren owns the tools. His techs do not have a tool bill Resources: Thanks to Warren Parr for his contribution to the aftermarket’s premier podcast. Vin Waterhouse’s episode on Intensive Labor Rates HERE. Warren’s Pico Club Episode HERE. 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. 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

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in these Remarkable Results Radio Episodes HERE. Bob Heipp works for Mobile Auto Solutions, LLC as lead tech and Technician Manager in the Chicago metropolitan area and northwest Indiana. Having accepted a job that required passing an IM240 emission class, he was introduced to new alternatives for diagnostic testing. This spurred a quest for learning. Bob believes his desire to learn is what opened doors to meeting technicians around the world. Hoping to help so others could have the same opportunities, he partnered with ASA-IL and initiated the CAN Conference after one of his favorite conferences (the Linder Conference) was no longer being presented. He considers these experiences have led him to the opportunity to work for Mobile Auto Solutions. Bob is also a dedicated Vision High Tech Training and Expo attendees. Hear Bob in his own interview and the roundtables HERE. Peter Landry is an ASE L1 Master Automotive Technician from Brookfield, WI. Peter has a strong automotive background in electronics, network, and driveability diagnostics. His prowess for fixing problem vehicles and passion for staying up on emerging technologies led him from Landry’s Mobile Diagnostics, a mobile diagnostics and module programming business servicing the Milwaukee Metro area to working for Mobile Auto Solutions Hear Peter’s interviews HERE. Key Talking Points: LoyaltyShop owners and employees Customers to shop owners Employees to employees Shop owners to suppliers Google definition: A feeling of support and allegiance Some techs who leave shops to better themselves can be looked at as disloyalSometimes it is economic, environment and/or geographical How do you create a loyal customerEarn their trust, earn their business Provide them services Don’t oversell The internet allows for big soapboxesSome are bigger than they are Have more integrity than they have When you meet them you understand. They are just people. Why not use social media for build up not tear down Does loyalty exist because of the fear of the unknown? Supplier loyalty can be the same as client loyalty Can you remember the value you receive from a supplier when the rubber meets the road When you don’t have the fundamental understanding of business loyalty does not exist Good relationships are ‘other’ centered Previous Technician Round Tables: Part 1 (206) go HERE. Part 2 (230) go HERE. Part 3 (273) go HERE. Part 4 (292) go HERE. Part 5 (338) go HERE. Part 6 (362) go HERE. Part 7 (444) go HERE. Resources: Thanks to Bob Heipp, Peter Landry and Matt Fanslow for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Louis Altazan, President of AGCO Automotive Corporation. He studied under Dr. W. Edwards Demming the father of Quality Management. Louis’s approach to handling clients, leadership and auto repair is worthy of a series of interviews. He is a regular contributor on the Shop Management forum on iATN. Key Talking Points Studied under Dr. Edwards Deming the father of Quality Revolution Technicians understand over owners when you talk processes Most managers in the US want a cafeteria plan for Quality Mangement. They want to pick and choose what they want to implement To get it right you’ve got to implement all 14 principles of Total Quality Management The aftermarket has been slow to accept the principles of Quality Mangement When times are good Deming’s plan works. When times are bad it works even better You can survive the lean times even better In spite of itself, the aftermarket does well Louis does not make a large margin on parts but makes it up on his labor charge. Anyone can find out the price of parts whenever they want Everyone in the shop contributes to improving processes and systems He assigns a project and pays for the time his people invest. Plan – Do – Study – Act. is the process for evaluating a project Some people are unwilling to implement and can use the Plan/Do/Study/Act discipline to start the project on a small scale without hurting the company Don’t overanalyze You’ll never know if it will work unless you try it White Shirts on the techs White Floors in the shop To become a continuous improvement leader: Have the theory of a system Understand numbers or statistics Knowledge of physiology. How people think Theory of knowledge. How do we know the things we know Resources: Thanks to Louis Altazan 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. 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. 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. Click to go to the Podcast on Remarkable Results Radio