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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

Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is also a consultant, entrepreneur, an award-winning journalist, speaker, and author. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif. Look for Mitch’s other episodes HERE. Schneider is a frequent speaker at major conventions and meetings of automotive industry trade organizations, where he addresses the challenges and problems affecting the automotive service industry and has keynoted or presented for some of the nation’s most successful automotive organizations. Mitch is also the author of Misfire: What to Do When Everything Isn’t Running on All Cylinders, an allegorical small business novel about to be published, as well as an eight-volume Automotive Service Management Series published by Cengage Learning. Look for a coming episode on this book. Key Talking Points: Mitch gave a speech “Give Me Your Tired and Broken Cars” as a State of the Industry address for ETI’s Fall Meeting in 1984. Thirty-five years later Mitch sees a very similar landscape in the aftermarket. He understood the industry so well at that time. That speech started his career as an industry influencer, writer, speaker. He gave this speech 12 times that year. Mitch asks the question: “If we wanted it fixed would we have fixed it years ago?” Need to create own voice for the aftermarket, an organization that can speak for us He actually started a federation of qualified technicians. It grew but became too expensive to support; nothing like we have today with social media. He believes strongly in licensing and certifications for technicians He strongly supports ASE We need to get together and talk about what we can and cannot do We do not have any best practices that are published There is more to the profession than calling yourself a professional We need to accept that there are different levels of performance within the industry Data acquisition, mechanical, diagnostics He believes many within the industry are being paid what we are worth Independents need to learn how to attract the right talent Right to Repair initiative polarized the industry We can be interdependent instead of independent There are better shops today because Mitch had influence in his writing and speaking We need to become better communicators Are we taking care of ourselves? Face masks Gloves Safety shoes Minimize work with petrochemicals and solvents Our industry is intensive in these areas: Equipment Labor Physically Liability Environmental responsibility We need to create a General Accepted Automotive Principles just like the account have with GAAP (Generally Accepted Accounting Principles) The supplier groups are strong and the manufacturers are weaker Here are his points from that speech from 1984 Stereotype Stigma Technician Shortage: Industry Graying/Shrinking from either retirement or seasoned technicians abandoning the industry to pursue other interests Scarcity of ‘good’ mechanics/technicians Dangers from chemical exposure to carcinogenic chemicals – Who knew? High Stress Inadequate compensation: the person who builds the vehicle makes exponentially more than the person who keeps it running… An unrealistic belief that someone will always be there to service, maintain or repair the vehicle A reality that there are different and distinct skillsets for mechanics and technicians The explosion of technology that occurred between 1978 and 1984… And, what has transpired since An ongoing problem of who finds their way into the industry and where they finally land: what percentage come from trade schools and vocational education and how many just ‘migrate’ in. How many come from other cultures and immigrant populations as our profession can be the door to a better life and what impact has that had and will continue to have. If you can service, maintain or repair a late model car or truck you can quickly learn to become an HVAC technician, a plumber or electrician Cost of tools and equipment Disorganized and unrepresented… Taking the word ‘independent’ far too seriously Talk soon, Resources: Thanks to Mitch Schneider 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. NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer. Click to go to the Podcast on Remarkable Results Radio

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. Key Talking Points: AASA- Automotive Aftermarket Suppliers Association Members make the parts, chemicals, tools, equipment, technology for vehicles Care about quality, safety, and value Part of NEMA- been representing manufacturers and suppliers for over 115 years ADAS Fear of ADAS and how we can repair vehicles- it can be done Everyone thought fuel injections, electronic control units etc wouldn’t work and couldn’t be repaired- not doomed, the industry found a way and learned Driver-assist vehicles- drivers tend to be less tired, leads to driving more Projected in 2030- 36% expected growth from new products/technologies, with reinvention shop owners and technicians can thrive Without change, there is no profit Rideshare in NYC- 600 million miles/year increase in miles driven Made it more appealing and convenient Public transport decrease Recession New vehicle sales go down more than aftermarket Some people go ahead with repairs instead of buying a new vehicle, some people will defer from repairs and maintenance Access to data- future of the industry 100 million vehicles on road today that has some type of repair constraint Federal issue, safety/cyber security Future outlook Over the last 20 years size of aftermarket (dollar amount) has more than doubled Last year the size of maintenance and repair market was almost 300 billion dollars, 2022 forecasted 338 billion Increase the complexity of repairs- more educated labor Sign the petition. Visit – Your Car Your Data – HERE Resources: Thanks to Paul McCarthy 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

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. Key Talking Points: Emotional Intelligence: high level = high-performance shops Process everything emotionally first then logically Emotional awareness, harness emotions and apply them and problem-solving, and ability to manage emotions Regulating your own emotions and others 66% of great leadership skills are directly tied to emotional intelligence Empathy for others- always be honest Showing emotional vulnerability actually bonds you with others and is not a weakness 4 main emotions: mad, sad, glad and guilt As owner, you need to be in tune with customers and employees All relationships have caring and accountability Learn about yourself and what makes you tick Talk soon, 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. 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. 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

Erick Bock is the owner of Bock Auto in Amagansett, NY. Facing an uncertain future can be a very daunting ordeal. Fear will always accompany you. Either you face it or you fold, you decide. Your decision can make or break you. Hear how Eric Bock ventured and faced his fears when he quit his secure job to open his own shop. Erick is very passionate about cars and he dreamed he was going to own a shop one day. His dreams came true when he overcame his fears and started to face them head-on. We all know that fear is a huge wall to overcome. Listen to how Eric did it. Learn from it and maybe share this episode with a colleague who is also weighed down with the fear of making decisions and achieving your goals. Key Talking Points: Renamed shop after purchasing it- 37 years in business Word of mouth campaign- 13th generation in town Commitment as a team as number one priority- family, employees, and customers Treats every customer the same no matter status- relationship-based business model, do you know your customer? Kid’s names, family, hobbies Fear of leaving a current job with a steady paycheck and benefits Erick was 9/11 dispatcher- left in April 2019, owned shop since September 2015 Passion was always automotive and being the owner of a shop Recognize your fear and have a plan to face them Working toward being better leader- uses business coach, always wants to do the right thing no matter what Keep in perspective what really matters in life Resources: Thanks to Erick Bock for their contribution to the aftermarket’s premier podcast. Bock Auto 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

Kevin Donohoe is the CEO and President of Pacific Motor Service. They are automotive experts dedicated to educating, training and informing their clients about the best available service and repair options. Kevin Donohoe’s automotive story began in 1966 (at the age of six) when he discovered the thrill of working on cars and equipment with his neighbor Mr. C. He taught Kevin to appreciate how engines work, the value of asking questions and the thrill of discovery. By the time Kevin was ten he was fixing the neighbors’ lawn mower engines, sharpening mower blades and repairing go carts and mini bikes. He realized at a young age he found his passion! Check out Kevin’s other episode HERE! Jim Hayes is originally from North Carolina, but spent time in various places growing up and has lived in the Monterey Bay area for the past 23 years. He grew up playing sports and spending as much time as possible in the outdoors; hunting and camping are among his favorite pastimes. After high school, Jim joined the United States Army where he served with elements of the Intelligence and Special Forces communities. After completing his goals in the Army, he moved to the Monterey Peninsula where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim made a transition to the automotive industry where he currently serves as General Manager of Pacific Motor Service. His background keeps him dedicated to the building and development of the most important asset any company has: its team. With a strong desire to maximize the potential of those around him, Jim has created a leadership and personal development course that is attended on a volunteer basis by 90% of the company’s staff. Jim’s goal for the business is to optimize performance and maximize efficient profitability by using the fundamentals of business finance, strategic planning and by creating a culture built on a foundation of principle-centered leadership. Check out Jim’s other episode HERE! Key Talking Points: Standards and Values allow you to speak a similar language with your team. Expectations are clear Standards are posted on the wall are the review with customers is very intentional The values and standards support the culture and behavior of the company and the team members Toastmaster a vital part of this company The Standards are part of the annual review The Standards have helped dial in the focus from everyone in the company Understand who you want to be first and how you measure your progress Standards and values are brought up in interviews. If applicant doesn’t agree to them, they may not make the cut Their interviewing process takes four to six sessions with homework assignments in between First interview they call a drive by session Second interview we want to understand their values and what our values/standards mean to them We are looking for them to become part of us, we are not necessarily looking to become part of them What is their mission statement. Why would your company fulfill their dreams The last step is a meal out with their significant other It it like interviewing to add a new family member. Want them in your family? In the last 5 years their leadership team has read over 85 books To get started you need to have the commitment to build a strong culture in your business It starts with understanding your core values, how you view the world Standards and values bring clarity to the goal If you don’t see yourself getting this started get some professional help https://www.pacificmotorservice.com/ https://www.pacificmotorservice.com/our-standards https://www.pacificmotorservice.com/our-values Talk soon, Resources: Thanks to Kevin and Jim for their contribution to the aftermarket’s premier podcast. Pacific Motor Service 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. 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

Pictured above on left Dr. John Passante and Rob Tinson Do you understand the basics of communicating and selling? Learn the intricacies of creating a partnership before making a sale. Understand the importance of humanizing a lot of things which were oversimplified by the use of technology. Life works better when we communicate either using tech or better yet face to face. (Do you remember how to do that?) Communication is very important because it is where we build trust and credibility and how partnerships are built. Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest. I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes HERE. Rob Tinson’s distinguished Aftermarket career began over 15 years ago with BWP Distributors, a member of CARQUEST Auto Parts. He held key sales and marketing roles at BWP and, in 2013, joined Schrader, a leading manufacturer of Tire Pressure Monitoring Systems, a part of Sensata Technologies. As Director of Sales for North America, Rob is responsible for Schrader’s Aftermarket business. Rob is a proven presenter, sales leader and manager with strong interpersonal skills and technical knowledge. His abilities and determination position Schrader as the TPMS frontrunner in the market. In addition to his notable background and expertise, Rob is a former member of YANG (Young Automotive Network Group) and remains active with the Auto Care Association. He is a Certified TIA (Tire Industry Association) ATS instructor and a member of the industry’s exclusive Club 3633, which recognizes innovators within the tire service industry. He is graduate of Quinnipiac University and resides in Connecticut with his wife Ellen and 2 children Emily, and Jack. He has a passion for music, hiking, ice hockey and spending time with his family. Key Talking Points Face to face communication Humans are social- can’t be shown through technology Sometimes technology is used as a defence mechanism not to communicate Trust and credibility is the basis of all relationship- need to trust the person fixing your vehicle Conversations and messages can get misconstrued over technology and marketing Using Facetime or video conferencing can be used to convey messages, trouble shooting and training Ask customer how they like to communicate Millennials want feedback on performance and face to face- also want to communicate with phone calls People by from people Partnerships First part of a sale is building a relationship not selling something Having a relationship allows you to have open discussions about any problems with vehicle with customer Using technology to engage with customer Showing the customer what is wrong with vehicle- face to face but using technology Always selling Build culture with mindset of selling Value of marketing Resources: Thanks to John Passante and Rob Tinson for their contribution to the aftermarket’s premier podcast. Grady Firm 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

In our industry or in any business, we can all feel burned out as a result of working too hard. Here’s how we can prevent it! Justin Allen is the Manufacturers Sales Representative of Hunter Engineering Company. Justin Allen began his career in the automotive industry in 1998 in Hendersonville, NC. Justin’s technical education came in the form of many days and nights spent under hoods. He is raised to never pay anyone to fix anything he could fix himself, Moving around the country as a child created a natural tendency to connect with others! Wherever he went as well as a dogged determination to do things right and to always look out for the needs of others. Getting to work for Hunter Engineering Company allows him to always be making new friends as well as to help people figure out ways to be more productive, efficient, and successful with their work. Justin and his wife share 6 children, 2 dogs, and an extraordinarily colorful google calendar. Key Talking points: Are we working too hard? Justin has love of people- everyone has the same common goals no matter what industry you are in An advocate of 4 day work week- what can we physically accomplish with what customers expect? Burning out yourself, your family and your technicians Most shop owners working 60+ hours a week- not able to interact with other shop owners/businesses. Nothing can improve without change- are shop owners receptive to changes? New technology isn’t an expense, it is an asset Set old used tire by road- simplest visual marketing to get into the tire business Hunter Engineering Company- first role in outside sales 7 weeks of training Build report (rapport?) with customers- approach sales calls with a long term relationship mindset Want to grow business and expand his ability to serve customers- what can I do to help? What is the experience your customer is having? Google reviews, Facebook reviews, etc. Looking for comfort, pleasure, and convenience Talk soon, Resources: Thanks to Justin Allen 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. 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

Jennifer A. Grady, Esq. is an attorney, corporate trainer, and international speaker. Ms. Grady founded the law firm of The Grady Firm, P.C. in 2012 with a passion for helping business owners, entrepreneurs, and their families achieve the American Dream of freedom, opportunity, self-sufficiency, and success. The Grady Firm has offices in Beverly Hills, Irvine, and San Diego, California, and serves clients remotely from across the globe. The firm’s attorneys are licensed to practice immigration law in all 50 US states. As an employment lawyer, Ms. Grady teaches employers how to become compliant with California employment law, defends corporate clients against wage and hour claims, and assists employers with hiring, disciplining, and terminating employees. She also provides on-site, classroom-style leadership and sexual harassment training in English and Spanish. She is a partner attorney to the California Employers Association (CEA), and resource partner to the California Landscape Contractors Association (CLCA). She has provided training at universities, businesses, and conferences around the world. Key Talking Points: Sexual harassment Any unwelcome sexual advance verbal or physical in the workplace- employees and any person stepping foot in the vicinity of the business Companies with 5 or more employees in California are required to provide anti-harassment training in 2019. Find out the requirements in your state here. Sign-in sheets, and anti-harassment policy to sign to keep on file 1 in 3 women have reported harassment in the workplace Survey of 900 women polled- 65% reported unwanted sexual advances, 65% were assigned lower-level tasks based on gender, 25% felt unsafe 50% of customers might be women- women don’t want to be subjected to inappropriate behavior If a customer feels harassed- ask to speak to the owner of the business or file a complaint with a local agency in the state Most people don’t report because of being afraid of retaliation Protect your business with EPLI Insurance to defend against- employee discrimination/harassment lawsuits and labor claims Dating in the workplace Poll- 50% know a coworker who had an affair at work 20% had an affair at work themselves It is prohibited to have a relationship with superior and subordinate Among peers, it is discouraged http://www.gradyfirm.com Information from The Grady Firm Website Resources: Thanks to Jennifer Grady for her contribution to the aftermarket’s premier podcast. Grady Firm 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

Scott Shotton has over 25 years of technical experience in automotive repair shops. As the owner of The Driveability Guys, Scott performs mobile diagnostics and reprogramming for local repair shops in the DeKalb Illinois area as well as industry training around the United States and Canada. He was also one of the four trainers for the Illinois EPA’s vehicle emissions testing program. As an automotive instructor at Kishwaukee College since 2009. Prior to Kishwaukee College, Scott was adjunct faculty at the College of DuPage for 7 years. He has a degree in Automotive Service Technology as well as many hours of training by manufacturers and independent training entities. Recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. He has written many technical articles for MotorAge and Gears magazines, and became an ASE Subject Matter Expert (SME) in 2017. Scott currently maintains 21 ASE certifications including Master Automotive Technician, Master Truck Technician, A9, L1, L2, L3, Alternate Fuels and more. Listen to Scott’s previous episodes HERE. Key Talking Points: Post secondary school Learning the basics to be technicians- some know nothing coming into post secondary ASC Education Foundation- set list of tasks to cover in classes (lecture, demonstration, hands on, lab work etc) Independent shops getting involved- help bridge the disconnect between administration and program if shop owners are on the advisory board Building classes Starts with a rough outline, theory, bullet points easiest to hardest, take case studies and work them in- is able to cover all levels Case studies need to be updated from time to time but concepts still remain the same Future trainers If you’re going to be a trainer then you will continue to go to training- take notes on technical information and what trainer does Make sure you’re comfortable with material and topic with adequate research Incorporate what you like into your own training style No one knows everything- might have questions in class you don’t know how to answer Previous episodes with Scott Shotton: 408 and 419 Talk soon, Resources: Thanks to Scott Shotton for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Episode 408 HERE. Episode 419 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. 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

Danny Durbin is the second generation owner of Durbin Auto Parts, in Prattville, AL. He is now integrating the third generation into the business. You’ve heard the stats about the third generation? Only about 12% survive. You decide, but I believe Danny has the right strategy to defy the survival statistics. He knows the procedure and the adaptations it takes for the survival of the generations (having been there done that). Danny is planning to pass the torch to his son, however, he decided that Andrew first needed to work outside the business. You will benefit from this story as many service professionals are family businesses. Find out the core values needed and the mindset of what it takes to keep the family business afloat for many years to come. Danny is an active member of the Automotive Aftermarket Association (AAAS) and holds a seat on the Board of Directors. Check out Dan’s other episode HERE. Key Talking Points: Family business Told son Andrew he needed to get a job before he joined the family business in order to join as 3rd generation Worked for a construction company building hospitals, hotels, office buildings, etc Son and wife having a baby and company was growing in equipment business and needed help- took a pay cut to come back to business Accepted job but stayed with the company to finish the job for an additional 3 months- honored commitment Son has been with the company 10 months and handles the entire equipment side of the business- established role and responsibilities Resources: Thanks to Dan Durbin 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

Free Training! Unheard of! Robert ‘Dutch’ Silverstein of A&M Auto Service, Pineville, NC, is putting up a $4,000 scholarship for a shop owner and technician for ADAS training. This means TWO guys from the same shop (an owner and his lead tech) can attend this hands-on seminar. ADAS technology is not going away and everyone needs to move on training. You may even decide to become an ADAS calibration center as a result of your training. In this episode find out why Dutch is providing this free scholarship from his own pocket to the industry. He believes the industry must step up and get involved with scholarships of all kinds. He also challenges shop owners to determine if they are spending enough time learning how to put money in their pocket through training. Robert “Dutch” Silverstein started A&M Auto Service, in Pineville, NC, over 19 years ago. He started working part-time out of a rented single bay in the back of a body shop. At that time, he was also a Captain for a major airline. Ever since he was a boy, the Good Lord gave Dutch the ability of understanding and repairing things mechanical. As his business continued to grow, Dutch soon recognized the public’s need for an honest, integrity driven, low sales pressure repair facility. A shop that is motivated to educate each customer and address his/her automotive needs individually. One that is focused on doing the RIGHT thing, not some distant Corporate or Franchise Business Model idea of the right thing, but THE right thing for each customer. Listen to Dutch’s previous episodes HERE. Time-sensitive scholarship is due by August 5, 2019. Enter “Scholarship” in the subject line. Dutch’s Email HERE. Key Talking Points: In memory of his mom and aunt who were teachers, he is offering an ADAS Scholarship Better the industry. Will you be ready to embrace the new technology Invest in your people. Stop posting your numbers and a picture of your boat. Will, that improve the industry? $4,000 ADAS scholarship Focus on ADAS training for two people Draws candidates out of raffle- free to nominate and be nominated and received less than 25 applicants Training Graduate tech schools you have a license to learn- established foundation Need to be a perpetual student after you graduate and continue training Post-secondary education gives a license learn As a shop owner, we must give back Give back to your community, invest in people that keep business running All talk but no action about bettering the industry Keep updated with changing technology instead of sending customers to dealerships Prioritize where you spend money- training Hire people who have the same values as you- integrity-driven Dutch concentrates on a relationship-based business model with customers Being an ADAS calibration center is a short term goal Talk soon, Resources: Thanks to Dutch Silverstein 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. 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

Brett and Danielle Bohlmann, creates Work/Life Harmony, are the owners of HWY 7 Service Center, Newell, IA. Brett began his career in the automotive industry as an automotive technician. Over the years, Brett began to acquire top-notch experience and a love of automobiles but more of a passion for learning in the entire automotive industry. In 2010, Brett had an urge to start and open Hwy 7 Service Center with the goal of always exceeding the customer’s expectations. Oil definitely pumps in his veins as automotive knowledge, skill, and work ethic radiate from his actions and words. However, the fuel for the fire comes from his family at home and the community that has become a large family too. Find out more about the Bohlmann’s episodes HERE. Key Talking Points: Owning a business and having a life outside of business At first, Danielle was not on board with opening business “Anything worthwhile is uphill” Was able to harmonize business and personal life- 9th year in business, harmony isn’t time-based but is intentional The pivot point of business- hired a consulting company Brett is visionary, Danielle is the implementer Marriage and family first, business second Fears Opening the second location Being successful in tiny town (850 population)- was it a trend? Is there enough population? Can the business survive? Trust in your beliefs People die for what they believe in, beliefs are powerful Let your thoughts turn into beliefs and goals Culture of business- family and everyone has a part of the business No hierarchy, everyone has a stake in the business Wanted employees to enjoy where they work Core values implemented in life and business Identified right people for right positions- hire technicians out of school and train them Reenergize Taking time away from the business Being around like-minded people in industry, networking Gratitude, practicing gratefulness Resources: Thanks to Brett and Danielle Bohlmann 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