carmcapriotto

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

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. Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE. Scott is the founder of diag.net. Find other episodes that have featured Scott HERE. Diag.Net HERE Key Talking Points: Productivity and efficiency hacks Communicate with your customers in their preferred method. Email, Text, Phone Software today is starting to think as our brains do. Smart Leverage digital technology. Look to reduce clicks within your systems Communication is the biggest deficiency in our shops. Communication between customers, technicians, service advisor and owner Communicating policies and procedures properly and clearly. Slack App- replacement for email, nonlinear communication style, documentation Shop management system used to dispatch jobs, technicians can communicate through it internally Toastmasters- 1 hour a week to improve speaking skills Tablet in every bay- eliminates back and forth wasted steps, saves time Scope Creep. The good thing about software it can do anything. The bad thing about software is it can do anything Process improvements need to be a continual improvement commitment Learning to improve diagnostic methods should have the same discipline that you go through when you do to the doctor: Weight, Blood Pressure. O2 every time every car. Document so you can see the base-case and changes upon visits (a performance analysis) Follow the same steps on every diag ticket. Look for indicators. Can help with prognostics Leverage the internet and software to work for you Laptop for every technician. Save wasted steps Every tech needs to have their laptop in their bay with two monitors. Mobile carts with test equipment Dual screens for service advisor Virtual vehicle at the front counter for customer education- focus on customer experience, excel above and beyond than other shops. Many benefits can come from viewing these video’s with your customer Don’t work in the business, work on the business. Wake Up! FAA and Doctoring continue to be a strong theme as it relates to improving our industry as it relates to certification of ADAS and deep system and diagnostic work We must embrace technology if not a business person will go the way of blockbuster Six Sigma Lean Delighters overtime become must-haves Technology assets are delighters for the customer and the shop DVI, Tex-To-Pay, WiFi, Virtual Vehicle, LED Menu Boards, Clean, Bright Resources: Thanks to Chris Cloutier and Scott Brown 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

Why do we shun training? It is a huge industry problem. Our trainers know that the same people show up time after time. Not many new faces. What does that say about the state of our industry? Why do we ignore the power of training? Do you know that it supports your efficiency? In this episode, Dirk Fuchs Technical Training Manager at ZF Group and Jeff Bly NAPA Autotech Curriculum Developer say that many young industry techs want and need training. But why aren’t they getting it? Why do Canadians show up for training at greater numbers than in the US? What are regarded as preferred training methods in the US versus European; knowledge-based or solutions based training? All of these questions will be answered in this podcast. This episode will open your eyes to possibilities for you and your future in the industry. Dirk Fuchs is the ZF Aftermarket Technical Training Manager for the United States and Canada. He has uniquely designed the training department to provide programs tailored to each audience, covering the full ZF product range of ZF transmissions, Lemförder chassis, SACHS shocks and clutches and TRW Corner Module components (friction, chassis, and suspension). Programs range from sales training to technical offerings covering diagnostics and manufacturer-specific systems training. Dirk started his career as a factory instructor, working with Volkswagen for 5 years. He then joined ZF, progressing from warranty management to technical training and held an integral role in the launch of the ProTech service concept for workshops in Europe. In his position now, he is responsible for the strategic direction and implementation of all technician and customer training across the market, including the roll-out of ProTech in the US. Jeff Bly has 31 years of experience as an automotive diagnostics & electrical repair specialist. He is a Master ASE Certified Automobile Technician w/ L-1 Adv Level. He is also a NAPA Autotech Trainer for 10 years and a NAPA Autotech Curriculum Developer. He is an SAE Associate Member since 2007, an iATN Sponsoring Member and a MWACA Volunteer / VISION Committee Member Key Talking Points: Industry problem: Same people coming to training Owners do not want to send techs during the day to hands-on training If they planned to be short a tech there should not be a problem. No different than sick or vacation time. Dirk shares the European training commitment Canadians show up for training at greater numbers than in the US Many of the younger members of our industry are hungry for training They will become our future shop owners Many of our younger people work enough to support their lifestyle. Work to live vs Work to Live Pay me to go to training The industry needs an attitude change on continuing education The industry must differentiate training from a sales pitch on or for a product Successful training in US is Problem Solution Based Techs want to know the problem and how they can fix it Looking for a quick fix and repair based on previous experiences. No diagnosis Did not learn how the system works first Europeans are knowledge-based in their approach to training Know how the system works first, then talk about problems and solutions High voltage systems will require knowledge-based Powerful story on the destruction of an engine in a Hybrid Vehicle during an oil change. This is a knowledge-based ‘knowing moment’ Shops need to charge more for diagnostic time. Besides the labor time has no parts profit, the cost of subscriptions and training cost the shop more. Training starts at the front counter. Charging correctly for diagnostics and more than one hour may be required. Students are asking great questions. Dirk uses imagination and creates a comfortable environment Dirk is bringing training to the workplace. Lunch and learn type events Driver education on ADAS and new tech is necessary Dirk explains what it takes to get a German rules driver license to include ADAS features Pulling codes vs pulling wave-forms and deep diag is a gap in knowledge with our consumers Showing customer the test results will help them understand the complexity of real diagnostics Too many shop owners don’t want to hear about the ‘new stuff’. It is a risk not to know. Accidents can happen (liability), vehicle damage, unsafe as OE intended is sensors and systems are not compromised. Resources: Thanks to Dirk Fuchs and Jeff Bly 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. 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

Dan Taylor is a Senior Business Advisor with Transformers Institute and 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: EQ- Emotional intelligence Self-awareness- feelings, how you view life, self-development, holding yourself accountable, relationship with yourself and others Self-responsibility- owning your actions, willing to apologize Reflection on feelings- what did you learn Effective leadership- must have solid understandings of your own emotions and the actions that they affect those around you Ability to control unexpected emotions Knowing your own motives Taking initiative Taking measured risks Taking responsibility Being calm and balanced Self-confidence Master communicator- body language 65% of communicating, be a good listener Team player Critical thinker Time management- setting priorities Flexibility Empathy- put yourself in someone else’s shoes Positive attitude- surround yourself with positive people “What I am unaware of controls me, what I am aware of empowers me.” Leadership has its different styles and strategies. How well you lead depends on how you treat followers and how you treat yourself as a shepherd towards its own flock. Throughout time, we learned that there are different types of leaders, leaders who have different mindsets, discipline, strategies and even outlook. As you have studied lessons of leadership you may have discovered a formula that works, grows your influence and builds a team. So much of your leadership skills are about your Emotional Intelligence or EQ Resources: Thanks to Dan Taylor 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

Derek Kaufman is a managing partner of Schwartz Advisors, a team of auto aftermarket experts who provide acquisition analysis, sell-side representation and growth strategy support for companies in our industry. Derek has over 40 years of experience in the transportation business and speaks nationally on the technology trends affecting auto service. Listen to Derek’s previous episodes HERE. Key Talking Points: Aftermarket winners will adopt AR to: Increase diagnostic accuracy Speed removal and replacement of components Equalize technician proficiency Turn service bays faster Increase car count: guiding technician to remove and replace parts faster Attract and retain technicians to their shops Augmented reality- shop tool of the future Additional digital images, overlaying images so they look realistic Near eye video- term on how augmented reality is delivered to your eye (built into safety glasses, images appear full screen) Using technology to build technician training/guidance programs AR packages more information on wider range of vehicles and delivers straight to technicians Most manufacturers have already incorporated AR with retail 360-degree viewing Link to Microsoft Hololens 2 Augmented Reality Elevator Repair using Hololens Resources: Thanks to Derek Kaufman for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. 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

Jeff Rudnick has been involved in the Automotive Industry since 1993. He spent 9 years as a Manufacturer’s Representative selling Automotive Parts and Accessories to clients in the Pacific Northwest. During that time, he worked directly with dozens of Manufacturers and Importers of Parts and Accessories to find distribution across all levels of the Automotive Industry. Jeff founded The Rudnick Group in 2002 calling directly on Automotive Repair Facilities to serve their marketing needs. Initially, The Rudnick Group focused on Reminder Mailers utilizing CustomerLink’s services; this relationship continued until CustomerLink sold to Intuit. Quickly, The Rudnick Group added Brand Development, Website Design and Management, Web Marketing Services and a comprehensive Direct Mail offering. The Rudnick Group became Pit Crew Marketing in 2006 when eWardMe Auto Shop Rewards was launched. Jeff is an avid skier, backpacker, mountain biker and traveler. Jeff’s home base is currently The Big Island of Hawaii just outside Hilo. Listen to Jeff’s other episodes HERE. Key Talking Points: Marketing is one of the most important jobs in the business Marketing helps build relationships Most look for marketing solutions rather than implementing and tracking results- accountability Communication gap with owner and employees- everyone needs to be on board and aware Does your team know what type of reminders or how often reminder cards are going out Measurements of specific campaigns are not being done A bonus structure can include marketing milestones, gross margin, rewards cards, reviews among others Shop owners are governed by the ‘laws’ of retail Have to educate customers with any programs/offers- all customers treated equally Do not judge your customers especially the “one and done’s” Loyalty cards can reduce one and done’s and improve household spend Need to have a brand. Own your brand and logo Must have a strong web presence Your customer database is valuable. Secure it and use it Resources: Thanks to Jeff Rudnik 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

Vincent B. Waterhouse (Vin) is the president and founder of The Waterhouse Group, (TWG), an automotive Accounting, Training and Coaching company. He has over thirty years of experience in the automotive aftermarket and has written several manuals on asset management. His specialty is working with auto repair shop owners, part store owners and outside salespeople. He has written magazine articles and authored private label courses for NAPA, Parts Plus and others in the aftermarket. He has conducted hundreds of profit management seminars and workshops for auto repair shop owners, auto part store owners and parts distribution center management teams across the United States including Alaska, Hawaii, Canada, and Guam. He is a pioneer in his field and author of “The Labor Factory” and the “NAPA exclusive AutoCare Financial G.P.S.” On another level, he authored “The Three Mile Survey” and sales courses for jobber owners, store managers, and factory representatives. His workshops have revolutionized the way professional technicians and shop owners interact with their parts suppliers. He is rated as an excellent instructor whose past personal experience helps attendees succeed at their businesses. Vin Waterhouse is a master motivator, able to relate to his audience, and a sought-after speaker at conventions and professional group meetings on topics such as sales, marketing, operations, and finance. Prior to founding Automotive Aftermarket Consulting Group (AACG) in 1986, and The Waterhouse Group Inc. in 1997, he held positions as a Stock Room Mgr, Sales representative, Market Development Manager, General Manager, and Regional Manager, with profit and loss accountability, for NAPA, ITT Automotive Distributors Division, and former CARQUEST. A veteran of the U.S. Navy, he holds a B.S. in Business Administration and Accounting from the Plymouth State University of New Hampshire. In 1973, he cut short his pursuit of a law degree to work full time in the automotive field. Beginning with the year 2000 he has made an arrangement to work with NAPA on an exclusive basis as a consultant and business trainer across the USA. Look for Vin’s other episode’s HERE. Key Talking Point Parts pricing transparency- the internet and parts storesParts per avg vehicle (ICE) 28-30.000, electric (EV) has 7-10,000 Make money in labor not parts for future- profit in labor is double the profit in parts Average shop bills 334 hours/month- before 80% parts and labor, now 30% parts and labor Business owners afraid of losing customers with higher labor rates will find a big financial/profit squeeze. They are going to be faced with less parts per vehicle as technology brings on more diagnostic work. A labor rate adjustment will be necessary in order to generate the right income to sustain your business. “Labor Intensive” Labor Rates consider less parts sold per hour Plumbers and electricians figured this out Benchmarks have a shelf life Benchmarks can show you an area of your business that needs attention Website: Vinwaterhouse.com Password: vinwaterhousenapaautocare (Move curser all the way to the left before entering Password)Calculate what percent of the business is labor and parts, gross profit per billed hour between parts and labor Financial GPS- Napa toolAutocare GPS- benchmarks in 66 categories for shops and average of top 25% most profitable shops (based on net profit) Resources: Thanks to Vin Waterhouse 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. Link to website HERE. 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. 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

Guests Travis Mawhir, Ryan Kostek, and Jarrett Laska Automotive students at SUNY – Erie Community College (State University of New York, Erie County located in Orchard Park, NY) Key Talking Points: AAS Degree with liberal arts included Starting wages after college Student debt Some have applied for scholarships, have not qualified Travis is a veteran and his GI Bill is running out Travis is comparing a starting wage as a machinist vs auto tech Internships Automotive industry excites Travis vs machining because technology is moving very fast Improvements: Have an open lab for students own vehicles and more lot space Affordability to purchase tools Mentoring is very important Dealers vs independents A bright future exists if you want to work hard Resources: Thanks to Travis Mawhir, Ryan Kostek, and Jarrett Laska 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 free 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

Welcome to ASA Technology and Telematics Forumn 2019 and this episode contains transformational information that you’ll need to know and want to know. Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. Bill 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. Bill Nalu’s Previous Episodes HERE. Frank Leutz from Desert Car Care in Chandler, AZ. Frank has a weekly radio ‘call in show’ called ‘Wrench Nation’. Frank also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures. Listen to Frank’s previous episodes HERE. ASA Technology and Telematics Forumn 2019 Key Talking Points: Access to data The psychological effect of autonomous vehicles- pedestrians crossing, security testing etc Augmented reality in testing- simulated Supply and demand- tech shortage, fewer vehicles on the road but those vehicles will be running more mileage. Less traffic congestion, smarter vehicle communication Dealerships locking data from independent shops will have negative effect on both GM strategy- zero congestion, zero emissions, and zero crashes in future Technology is the new cornerstone of our industry Discussion of Turo Balance of cybersecurity and access to data Talk soon, Resources: Thanks to Bill Nalu and Frank Leutz 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. Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Mitch Schneider released the novel MISFIRE: What to Do When Everything Isn’t Running on All Cylinders. Mitch will give you a glimpse into the book and how he sees it helping aftermarket professionals improve their lives and their business. He shares the genesis of the book and his work to complete it so all aftermarketers benefit. It started as an outline seven years ago, to a full-fledged 300+ paged novel that has, I believe, a unique feature. Short chapters. No doubt the book will read easy and teach many. Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif. Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes HERE. Find the book at www.misfirebook.com or on the books page on this website Key Lessons from the Book: The stress, pressure, and anxiety of trying to support a business that is marginal or failing The impact that can have on a shop owner’s personal life: On their financial life The availability of tools and technologies to ‘fix’ a shop and the folks who refuse to take advantage of them The critical impact the Body/Mind Connection can have on success The critical role understanding 4-Cycle Internal Combusting Engine function can have fixing your business The impact elements of Eastern Philosophy and Martial Arts can have when integrated into your business: power, force vs impact, balance, flexibility, being grounded, centered, etc. Resources: Thanks to Mitch Scheider 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 free 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

Servando Orozco is CEO and founder of Orozco’s Auto Service. It is a four-store operation based out of Long Beach, CA. He also founded Orozcos Franchise, he is a public speaker, he is an Author of Orozco’s Nuts and bolts, he is a consultant and personal coach for auto repair shops. Servando is an Experienced Owner with a demonstrated history of working in the automotive industry. He is a strong business development professional. Franchising is nothing new to business or even in the aftermarket. However listening to Servando explain his passion to franchise his business model, may just provide you a new insight on succession planning. Key Talking Points: Learn how and why Servando Orozcos created a certified Franchise in California Franchising Disclosure Document- public document includes how the business runs, payment, expectations, royalties, marketing, regulations Franchisee’s need assistance, guidance, support, operations Each service operation has these basic personalities: Sales, Technicians and Who Runs the Show You can’t do all three Franchise owners can work on the future because the systems, marketing, processes and disciplines are already defined 5 commitments: Profit, Production, Average Repair Order, Car Count, Happy Customers He is looking for people who have a great attitude, aptitude, ethics and are willing to be coached He believes marketing a shop is one of the most critical jobs that need to be done. He will help his franchisee’s with their marketing Marketing franchise business- focus on helping people become business owners (technicians, service advisors, managers) and existing store owners that want a buyout The franchise is a template for business- sharing systems, educating about business numbers NAPA is supporting his Franchisee’s at becoming an AutoCare This model may help shop owners with their succession plan Looking for people with the same values and culture- franchise success is Servando’s success The franchisee must be involved with the community (3% giving back) The goal is to open 10 locations Orozco’s Service Website Talk soon, Resources: Thanks to Servando Orozco 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. 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

Mike Davidson is from Parkway Automotive in Little Rock, Arkansas, been in the industry for more than 30 years and a business owner for over 18. Mike is an AMI graduate, an ASE Master Technician, he belongs and contributes to Elite Worldwide and was recognized as the Arkansas NAPA/ASE tech of the year seven years in a row. He’s been doing radio and TV over the last fifteen years talking ‘service’ in Little Rock. Mike helped start the Little Rock chapter of ASA and is currently an officer. Look for Mike’s other episode HERE. Key Talking Points: There are many interpretations of wage and hour and rules As Mike sat through a department of labor (DOL) seminar on wage and hour he realized that he would take his newfound knowledge and further research and write a book specific to the service side of the aftermarket The definition of compensatory duties is key. “Anytime spent benefiting the employer” Look back is three years Time tracking is one of the most important elements of getting through a DOL audit Mike show in the book that a 50¢ mistake can cost $60,000 in fines In the wage and hour law section 206 (establish minimum wage) and 207 (establish overtime ‘premium pay’ rules) and 213 (establishes exemptions) In section 213B section 10 explains the auto dealer not the aftermarket. However, we believe it lends itself to our industry. Many shop owners get caught here. It specifically says it does not apply to commercial garages. A legal advisor in wage and hour is needed to keep you compliant. Interpretation of hourly and exempt classification To keep compliant Mike created a regular rate calculator (spreadsheet) to maintain compliance to the law. It calculates the regular and overtime rate Audits. The DOL believes everyone is hourly unless an exemption applies. Exemptions is where the gray areas are. Attorney’s are not allowed to be in interviews with your employees Job Description will guide the interview State laws will protect employee greater than federal Mike’s book pertains to Federal law Be very careful on Administrative exemptions His biggest discovery in researching the book is timekeeping and signed by the employee Mike uses Time Clock Plus to track time Mike helps you understand how a training rate figures into compensation Link to get Mike’s Book Wage and Hour Compliance: https://www.industryessentials.net/ Resources: Thanks to Mike Davidson 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 free 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

Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE. Key Talking Points: The only competition I have is Myself The only person you should try to be better than is the person you were yesterday Looking to be better than yesterday both individually and with team basis Being better than “best practices” What can you do that makes your business stand apart? Implementing new technology Find out what your strengths are and build from there- release control and delegate to others what you do not excel at and focus on your strengths Don’t look for ideas, listen for them Everything you’ve ever done since you were born, there was a point in time you’ve never done it before – Try everything for the first time and develop it from there If you compete with others you become bitter. If you compete with yourself you become better They wanna see you do good, but never better than them. Remember that. You’ve always had the power, my dear, you just had to learn it for yourself. The Wizard of Oz If you do what you’ve always done, you’ll get what you’ve always gotten. Quote attributed to many authors Talk soon, Resources: Thanks to Tom Ham 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. 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

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. Key Talking Points Matt had a customer that shared a blower motor repair video that showed a shortcut on a blower motor replace that trashed shops who would not use this shortcuts and charge too many hours for the standard repair Matt explains what he did with his customer He is torn with the massive benefits of YouTube and the repercussion of some content that is posted There are two parts of this debate. The good learning and the bad trashing Paul Danner started putting case studies on video to support his college class. He believes YouTube has made his classroom global. He is cautious about what he says and how he says it Michael learned a lot from Paul Danner’s video’s Should YouTube videos tell the public what to look for in a good shop, should skill level be discussed? What should the consumer look for in a good shop. Stop starting your video saying ‘Your mechanics don’t want you to hear this’. This doesn’t help anyone. It pulls everyone down. It is easy to tear things down to lift yourself up rather than build others up and show that you are equal or better. Consider professional courtesy As mentioned: listen to Matt Fanslow For The Record Episode 50. He discussed the power of professional wrestling to help each other’s persona and value to their industry. https://remarkableresults.biz/f050/ Parts changers can learn from YouTube instead of throwing money at the vehicle. Give props to the people who help you learn. Paul credits Dan Svitco and John Thorton that set him on his course and helped him learn Michael says that YouTube has helped him more than classroom so far in his life Go at your own pace over and over if necessary Likes hands-on classroom YouTube and Leader-led and hands-on are all supplements to each other Paul feels his training helps techs get ready for classes. It is a strong foundation for the working technician Brin: More training companies are hiring, more venues YouTubers drop training conference names but should invest in more time to promote the dates and location of these events Paul has a feeling on the premise that YouTubers are taking money out of professionals pocket by teaching DIYers Stop bashing the industry. Other skilled trades do not talk down about their professionals who earn their living in their chosen trade. Diagnostic video’s do not take money away from a technician Repair videos may take money away from a technician or professional shop We do have incompetence in our industry. People that do not get their vehicle repaired the first time will go to youtube to try to figure out how to fix their car Shops need more training and our technicians need to get proper training Paul’s global classroom feedback lets him know that they are making more money they have ever before because of the training he offers YouTube does have some great things to offer Michael is a professional and has used YouTube for some of his training. Paul Danner was a key trainer for him. YouTube also brings the power of networking to the professional technician The conversation does not end here Not enough technicians are going to training. Shop owners and technicians need to invest in training Resources: Thanks to Paul Danner, Brin Kline, Matt Fanslow, and Michael Broccolo 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 free 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