carmcapriotto

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

Bill Hanvey, President and CEO of the Auto Care Association. Bill is engaging the automotive aftermarket to get involved in letting your legislators know the issue about data. Your help is needed to help in amending the right to repair legislation. Learn everything you can about this fight to amend the right to repair legislation. Ownership of Vehicle Telematic Data Must Flow to the Vehicle Owner. Do you know that a car collects data as you drive? By 2022, 87% of new vehicles will be transmitting telematic data wirelessly. But who owns the data? The car manufacturer does. Without access to data, the independent service professional will not be able to get specific diagnostic data from the vehicle. Bill leads the strategic direction of The Auto Care Association’s 3,000 members and 150,000 companies representing automotive manufacturers, distributors, and service providers. Find Bill’s other episodes HERE. Paul T. McCarthy is the President of Automotive Aftermarket Suppliers Association. AASA is the voice for the automotive aftermarket supplier industry. Paul McCarthy assumed the position of president and chief operating officer of Automotive Aftermarket Suppliers Association (AASA), the light vehicle aftermarket division of the Motor & Equipment Manufacturers Association (MEMA), in July 2019. As AASA’s top executive, he is focused on its mission: to advance the aftermarket industry and the business interests of its members and to support a high-growth, profitable, innovative and influential aftermarket supplier industry. Prior to his promotion, Paul served as executive vice president of AASA, helping its president lead the association. He also served as senior vice president, strategy, for MEMA, the parent organization of AASA, Heavy Duty Manufacturers Association (HDMA), MERA – the Association for Sustainable Manufacturing and Original Equipment Suppliers Association (OESA). Paul has 23 years of experience in the automotive industry. Prior to joining MEMA, Paul led the Automotive and Industrial Products Strategy Practice at PricewaterhouseCoopers (PwC). He consulted at dozens of automotive suppliers, eight of the top ten global automakers, and at private equity firms and financial institutions. His past leadership roles include heading PwC Germany’s Automotive Strategy advisory practice and leading global forecasting and analysis for a prominent vehicle forecast service, Autofacts. Paul has an MBA from Duke’s University’s Fuqua School of Business. Find Paul’s other episodes HERE. Key Talking Points: The aftermarket was honored to have President George Bush as the Keynote Speaker Took us into his presidency Bill and Paul announced a dedicated space called ‘Repair Shop HQ’ just for the service professional On the show floor an operable shop with hands-on training Alternative fuel vehicles Emerging Technology Under Car and Underhood training AAPEX has a commitment to the service professional AAPEX is a homecoming for all in the industry A lot of business is done at AAPEX, however, friendships are made, solidified and re-kindled at AAPEX AutoCare is helping to come up with technical solutions to continue our legacy for generations to come We can and will be able to repair the vehicles of the future. There is a lot of opportunities but you need to learn and become part of the solution AAPEX will capture the essence of the Emerging Technology displayed at AAPEX 19 You Car. Your Data. Your Choice A multi-level education process Consumers do not know that their vehicle data is going to the OE Sign and share the petition www.yourcaryourdata.org The action plan is to activate the industry Discuss ‘Your Car. Your Data. Your Choice’ with the consumer and point them where to go to sign the petition From the above website print out the marketing materials and give to your customer They need to know they may lose their relationship with you if we don’t have access to the vehicle data Put the logo and the website on your point of sale invoice We underestimate the size and scope of our industry 85% of America gets to work driving their car We can get one million signature is we mobilize the consumer $405B Industry We employ 4.7 M people Greater than 2% of the nations GDP Website – YourCarYourData.org HERE NY Times Op-Ed Article – Your Car Knows When You Gain Weight by Bill Hanvey HERE Resources: Thanks to Bill Hanvey and Paul McCarthy for their contribution to the aftermarket’s premier podcast. AASA – Automotive Aftermarket Suppliers Association Website HERE AutoCare – AutoCare Association Website 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. 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

My guest is Joe Register who is the Vice-President Emerging Technologies at the AutoCare Association. This is his second interview. His first episode was episode 381 which talks about SVI (Secure Vehicle Interface). Joe Register has over 40 years of experience delivering progressive system solutions to companies in every channel of the Automotive Aftermarket. This work includes the design and implementation of enterprise systems for two startup ventures. Joe participates as an ANSI expert assigned to ISO TC22 Road Vehicles, ISO TC204 Intelligent Transport Systems and SAE vehicle security committees. His current focus is the industry’s adoption of secure and standardized access to in-vehicle systems to ensure today’s increasingly complex vehicles can be properly maintained and repaired. One of his specialties are Strategic planning, program management, systems architecture/modeling disciplines applicable to business processes, data and application integration, web service design & development. Listen to Joe’s other episodes HERE. Key Talking Points: There is no hiding from technology The future will build a dynamic picture of the road as your drive As a technician, you’ll need to know how the dependent systems work with each other as they were intended Immersive Perception Technology. The combination of sensors in harmony with the communications that are coming from other vehicles or infrastructure. Creating a dynamic map The future will have fewer modules but more intelligent and complex modules. Consolidation will happen. Aftermarket manufacturers will have to adapt to that. OE’s have onerous policies on copying this technology AutoCare is raising the flag and discovering what they can do to have the aftermarket survive with new standards. Working on safe, secure, standardized and direct access to the vehicle. Working with ISO TC204 Committee. Three standards have been written: First Standard Talks about encryption coming from the vehicle. Use a ‘key’ PKI, digital certificates to provide authentication and authorization. ISO has adopted this standard Proof of Concept: they have an APP created to authenticate you as the vehicle owner and who gets my data Technology is being addressed as a governance and policy side of the tech Chrysler is working on this internally so they can be judge and jury on data Joe believes there is a three-year horizon on having this in place It is the wild west with ADAS. Different targets etc. Wonder why it is all different Looking for best practices. So many vehicles have different calibration exercises Southwest Research Institute has been forthcoming in working with AutoCare and many OE’s to make the re-calibration standardization as OE friendly as possible 5G Telecommunication The standards being created are agnostic to which communication system that are being used DSRC: Dedicated Short Range Communication There are many roadside communication devices being outfitted throughout cities Technicians must continue to train because of the new tech coming. They will have great job security. Shops will need to charge enough to pay for access, systems, and their communication diagnostician specialist to get the vehicle back into OE operating specs Resources: Thanks to Joe Register 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. 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

Dan Taylor has nearly 35 years of executive management, consulting and coaching, business development and entrepreneurial experience. Mr. Taylor has spent the majority of the last 18 years as a Business Consultant and Coach – Helping business owners and managers evaluate their current situation and future plans. Implementing comprehensive business plans through business diagnostics, education, management review, and strategic analysis all focused on results and sustainability. Mr. Taylor has worked across a wide spectrum of industries from healthcare, manufacturing, retail services, data collection, sports equipment to educational conferences and recruiting services. One area of concentration has been in the automotive repair industry with hundreds of independent repair stores, specialty shops and automotive dealerships. Most notably he worked for a management company that served 13 states serving this group with shop equipment, management and administrative tools. Additionally, he spent time in fleet services and operations to municipalities, counties, utilities, school districts and larger independent industrial fleets. Mr. Taylor earned a Baccalaureate in Business Administration and Marketing with a minor in Economics from the University of Northern Colorado. He also holds certifications as a Business Coach, Business Analyst, Six Sigma Green Belt, Human Resources, Time Management and Life Coach. Dan serves on his neighborhood HOA board and has held multiple board positions with the Porsche Club of America. His passion is road course racing with his Big Mission Motorsports teammates raising funds for the Cancer Foundation, Semper Fi Fund and Salvation Army. He is married and has a son who is a civil engineer and a daughter-in-law who is a teacher. Look for Dan’s other episodes HERE. Key Talking Points: Emotional intelligence- conduct yourself in a professional way Be aware of those around us- address it and empathize Empathy- culture in the company because your employees are your internal customers, working with different communication styles and personality types. Allows front and back of the shop to work together. Having a bad day- happens to all of us, address it and be in control of it Accountability- made mistake and own it instead of blaming others “Employee Engagement for Millennials, Boomers and Everyone Else” Maddie Grant and Jamie Notter Training- willingness to continue learning, accept constructive feedback, learn from your mistakes, change is going to happen it is ok to change, how can you move into the future? Resources: Thanks to Dan taylor for his contribution to the aftermarket’s premier podcast. Part 1: Emotional Intelligence Leads to High Performance Shops Part 2: Emotional Intelligence Leads to High Performing Leaders 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: Pico Club started with 5 shop owners Warren became an advisor at Jr. College automotive program Discovered that the college instructor did not know how to use the scope A great story on the value you can bring to our education system Involved with 6 high schools to help mentor with their Pico Club A monthly club of shop owners and technicians that share Pico Scope case studies They are inviting students and teachers into the clubs to learn along with them All hands-on side by side except the newbies Improve productivity to improve shop to increase profits to pay more to keep talent The Pico club has allowed them to be more accurate and faster Creative new ways to use the Pico Scope Blood pressure cuff around a radiator hose Pressure transducer in place of the radiator cap Crating a piezo sensor (knock sensor) to find rattles in the engine The only limit is your imagination As the waveforms get collected they are sharing them in their private network It started for Warren at a career fair from a group of independents. They started to share waveforms among each other 160 hours of training per tech per year Email Warren: [email protected] Text: 559-907-7661 Resources: Thanks to Warren Parr for his contribution to the aftermarket’s premier podcast. Vin Waterhouse’s episode on Intensive Labor Rates 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. 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

Jim Silverman is the Director of National Accounts for ATI Automotive Training Institute. Key Talking Points: Want the new generations to stick around? We need to make the industry attractive to younger generations Support employees-reverse pyramid. They are on top, management on bottom Teamwork- it’s a feeling to be a part of a group, bond and share things in common, makes employees feel important. Pay and bonus structures- everyone can participate Meetings- should start every day with few minute huddle, brief discussion, lunch and learns instead of keeping people after work for training, quarterly meetings to discuss where everyone stands Interviewing- interview to replace yourself (owner), who can grow into your position and succeed in business? Always be recruiting and looking ahead for 5 years. Hire who you need not who you think you need. Resources: Thanks to Jim Silverman 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. 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

Kim Walker from Shop Marketing Pros is a social media expert. Kim’s experience includes a school counselor and teacher. Her husband Brian, started his own shop while he was a Mercedes technician in North Carolina. Then asked Kim to leave her school job and join his service business. Then for specific reasons left to go back home to Louisiana. It was almost destiny that they engaged with Shop Marketing Pros. As a former shop owner, Kim’s advice and expertise on social media is perfectly matched because she’s been there and done that. She is on the Car Care Council’s Women’s Board, an ATI and Management Success Graduate, and their shop was a Motor Age Top Shop winner two years in a row. Their shop experience is without question, so when she talks about social media as it relates to the automotive service professional, she has the experience that matters. Look for Kim’s other episodes HERE. Mitch Meier has 10 years of experience as a sales professional and real estate leasing agent. In previous roles, Mitch provided analytics and insights to support the management of national healthcare real estate databases and commercial real estate portfolios. He closed over 170 new accounts representing $1.4M in revenue, exceeding sales goals by nearly 300%. Now, with Broadly, Mitch liases with local businesses to conduct needs assessments and design growth plans leveraging end-to-end customer engagement strategies. In his spare time, Mitch enjoys football, playing golf, and spending time with his family (including a 2-year old daughter and puppy Key Talking Points People are afraid to get a negative review. They should embrace them Reviews are a gift to you A negative review can help identify problems you didn’t know you had It can help in staff development You may not earn that customer back but you can win other customers on how you handled them Consumers look at negative reviews first looking at the human factor The smart consumer should put negative reviews into context. There may be just a few our of hundreds Some people are negative and will always find fault. Consumers can see through that When you get a negative review you must stop, pause and catch your breath. Get the complete story As a shop owner, you have their phone number. Call the client Be sure you are checking your email to discover a negative review. Timing is critical Don’t respond until you cool off. Initial instincts are to attack, not recommended without research and discussion with the customer People want authenticity, transparency and that you are genuine Own up to your mistake and respond with heart and not defensively. I you can take it off-line Emotions fade and reviews are based on emotions Best response rates are right away. Ask for a review People believe life isn’t perfect so they will never give a 5 star only 4 star You may think you have a 5-star review coming, but people will never give a top rating. It is in their make-up Three different types of customers Detractor. Leaving one or two-star Passive possible a three stars The promoter will leave a four or five star Don’t let a four-star hurt you We should work outside our comfort zone all the time Consider a team scorecard on reviews and offer rewards to the team Idea for every 10 we get lunch Know what your people want and deliver a specific reward Resources: Thanks to Kim Walker and Mitch Meier 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

Israel Salazar School – Wake Tech Community College Shop – Kings Auto Service, Raleigh NC Bridgette Johnson School – Caldwell Community College Shop – L & N Performance, Blowing Rock NC Mario Eason School – Wake Tech Community College Shop – Creech Imports, Raleigh Key Talking Points: This program was created with IGONC (Independent Garage Owners of North Carolina and the state of North Carolina) The students are getting free post-secondary tuition They are earning a ‘decent’ wage Mentoring is no problem. They just need to ask for any support Enjoyed the vendor show Held the latest equipment in their hands They learned a lot by attending technical classes The owners, whose shop they worked at, were represented at the event with them They discovered networking These three apprentices were greeted and acknowledged as first in the program by shop owners and IGONC members Resources: Thanks to Israel Salazar, Bridgette Johnson, and Mario Eason 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

David Saline is a proven industry leader in the automotive and truck repair business. With over 30 years of experience, Mr. Saline has been ranked as one of the Top 30 Truck Technicians in the nation by the American Trucking Association. Certifications include: ASE Master Certified in Automotive, Medium-Heavy Truck, School Buses, Service Writer and Parts. Over 40 different OEM certifications. Master and Master Elite of Shop Management Awards by DRIVE. With his background in owning successful shops in New Mexico that applied the DRIVE systems, Mr. Saline is now serving as Vice President of Sales for DRIVE in California. In this senior leadership position, he mentors and helps shop owners improve their business while having a better and more productive life. Key Talking Points How much more work can you handle in your shop? Are you prepared for fleet work? Opportunity for small, medium and large fleets. However, START SMALL You can use ‘Fleet Seek’ to find fleets in your area that includes vehicle types and their fleet manager Businesses in the 5 to 20 vehicle range do not have the means to properly maintain their fleet to keep them reliable and safe. They only make money when the fleet runs Become their business consultant on vehicle maintenance, safety, and cost Do a cold call on the potential new fleet customer. A phone call to find out who to talk to Set an appointment Send information in the mail with your capabilities You can offer a form to their drivers to use every day to keep an eye on the vehicle Ask questions: Do you know the cost per mile to operate the vehicle? Never promise you can reduce it until you research The first meeting, walk-in with food. Cookies, Donuts. No one wants to pass up food Put your sticker or label on the box Stay away from flyers, they get tossed Create a press book to leave The cover should be a professional picture of your shop with your logo A professional showcase of your shop Do you specialize Spiral-bound Tell the story of your company, your team, the services you provide Showcase your community involvement Customer reviews Showcase other fleets you are doing business with National supplier affiliations Warranties ASE certifications Special tooling, the latest equipment Do not go in on the first visit with discounts to try to land the fleet. That comes later once you do your due-diligence Be observant. Listen. Discover their vision and culture. Keep it light without talking about you and your company or your services Ask three important questions: Where do you get your fleet work done now? What do you like most about them? If there is one thing you can change about them what would it be? Discounts will not necessarily drive a new relationship. Don’t lead with it. Follow up Take great notes, if not immediately after the call You’ll need some promo pieces to deal with what the fleet would like from a fleet provider. Example a flyer on being ‘on-time’ Always schedule Consider bringing food again Keep in mind to the time of day If fleet sales is not right for the owner, hire someone with an incentive plan An internal candidate may just be your secret weapon Instead of discounts offer a fleet a strong maintenance program to help the fleet to last long and to reduce cost per mile Resources: Thanks to David Saline 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 to your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE. Autotex.me website HERE. Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE. Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD, is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership. He is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE. Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE. Key Talking Points: 70% of small businesses own websites 31% who don’t have a website have a social media presence Do websites have value? Will they into the future? Does your website stay current? Are you using the same stock photo that everyone is using? Use organic pictures from your own business and people It is easier to post organically than to post same photo’s on your website. Where to you hang out? Does your social media steam have more followers? Your website is a ‘yellow page’ add on steroids. Does it still bring value to your customer and potential customers/ The YouTube platform will help you leverage SEO when you post video’s and social media Will social media show your message through their algorithms vs a static website? Will the website become important landing pages Will Google My Business be the place you need to invest in? You can create a one minute video for Google My BusinessYou can build a form and create an appointment You can add events in a queue Magisto is software Greg uses to create a one minute video User-generated content can post stuff on your business in other channels except for websites. May be more valuable than a review. Greg believes we need a more interactive website to compliment social media Keep your content fresh between all your outlets Integration has stymied inspiration. Greg Buckley Fresh content is the rule. Stuff from four years ago does not work nor get you SEO placement Use a publishing tool for social media so you can concentrate on your content Share others opinions is another tool Linked in is a smart choice driving business to business professional network. Share the goings-on with your team, your blogs and what you can do for other professionals. This is different messaging than Facebook. A great venue to promote your fleet work. A great tip from Kim Walker. Congratulate others from inside your circle Will video and chat become mainstays on websites? Will Artificial Intelligence (AI) support the service counter or chat IVR – Interactive Voice Response – A mix of machine learning (ML) and AI Resources: Thanks to Bill Nalu, Karim Morsli, Greg Buckley and Chris Cloutier 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

Younger consumers, specifically millennials demand a level of service, convenience and digital finesse from whoever services their vehicles. Millennials have become the largest generation recorded. So it is with a meticulous and careful analysis that we need to understand what do millennial customers want when it comes to vehicle service and repair. We need to adjust! 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 What millennial customers want Good online reviews and owner responses to reviews Updated on social media Availability to make an appointment online Millennials will use their preferred method of communication (email/text/message) and want to be responded to with the same method Appreciate fast responses Subscribers to subscriptions/memberships- future car service membership for oil changes etc They want to have an experience to share with other people Do not want shop talk language, terms and acronyms they don’t know about- instead, use visuals for explanation and use empathy when delivering explanation of costly repairs Inclusive to all no matter age or gender Millennials love getting mail- always receiving packages, programmed to love physical mail, “junk” is in email Availability for later hours or hours on the weekend Contact Sara at [email protected] Resources: Thanks to Sara Fraser for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. 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

Lucas Underwood, an Automotive diagnostic specialist, he owns L & N Performance Auto Repair, Blowing Rock, NC was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Lucas was honored by ASTE as the member of the year 2018 and received the President’s award in 2019. Lucas has been a giving contributor to the podcast. Look for Lucas’ other episodes HERE. Erick Bock. Bock Auto in Amagansett, NY. an amazing story of getting out of your comfort zone and to Face an uncertain. It can be a very daunting ordeal. Fear will always accompany you. Either you face it or you fold, you decide. RR460. Look for Erick’s other episodes HERE. Rick White, President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company proudly serving the independent auto and truck repair shop owner since 2006. Rick owned and managed several successful automotive repair shops. Look for Rick’s other episodes HERE. Key Talking Points Build a business but don’t forget about building a family, a team. Shop Culture- is your shop the type of place you would want to work? Would you work for yourself as a boss? Do your employees have a best friend at work? or are they each going through their day alone- only focused on themselves? You need to create a focused environment on growth, production and a safe haven where they can learn and thrive Vision/ Destination- Are all your employees on board? Do they even know what your destination is for your business? Do they understand what their role is in the future vision and destination? Getting what you want in life requires helping others get what they want. What are the most important tactics to attract and keep technicians? Compensation Culture Conditions Leave the negative attitude at the door, it’s easy to bring all your baggage to employee relations. Often issues with previous or other employees can carry over into our attitude with other employees. Benefits: look outside the box – communicate with your people about what they need. Often times you’ll find your team has different needs that need to be met. Following the standard that other businesses implement may not be the right fit for your team You’ve got to change your story – you know the one where customers won’t pay for what you think you’re afraid to charge – if you’ve got no help – you don’t need customers Ideas on how we can shape a creative benefits plan? You’ve got to change up what you offer Provide tools Four day work weeks Health Insurance – 100% for the family Time off Lunch Training Tool Insurance Grow your own- Are you involved in your local high school? Are you involved in your community to show school kids and parents the possibilities that are out there for them as a shop owner? What they can do for others by running a successful auto repair facility .Be in front of them as much as possible- not just giving your talk on automotive but by building a rock-solid foundation for your entire community- outside of auto repair. Lead by Example. Expand your radar coverage: don’t limit your potential to a 50-mile radius. Just because you aren’t interested in relocating doesn’t mean others wouldn’t be. Don’t look for fit – keeps things the same Look for add – what can they bring to the table that pushes you to grow and expand? Offer to pay the rent for a few months as they find a new place Apprenticeship programs is a viable way to grow your own? Not only does it give back, but it allows you to cultivate employees in a ground-up way – building your culture and value system into the employee. Don’t hurt apprentice mentor’s pay for helping raise a quality technician Working with highschools: be active and be present. Working with the schools provide perspective on the next generation and change the way they perceive the industry. Hire for attitude. Don’t tolerate a competent employee if they aren’t part of the team, add to your culture and are a joy to have around. Don’t look for a good fit in a new employee look for a good add Send your technicians to service advisor class Resources: Thanks to Lucas Underwood, Rick White and Erick Bock 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

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: Shop owners have everything they need to be successful Culture in business- most important part of business, investment into people, everyone moving in same direction Shiny penny- latest and greatest early adopters, every time you start something new is heavy investment of time, time is a commodity in shorter demand than money Improving phone calls- starts with customer service Cake- mobile browser Algorithm- can pick search engine within Cake but will still change results based on website speed, based on mobile response time Marketing to millennial generation Websites- anchor to everything Need to be on first page on Google Social media- social signal in community Resources: Thanks to Danny Sanchez 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