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Episode RR 439 Charlie Ayers is the President of Coordinating Committee For Automotive Repair (CCAR). CCAR does safety training. Established in 1994, the Coordinating Committee for Automotive Repair is a not-for-profit organization that works – internationally in scope – with the automotive industry, the insurance industry, OEM’s, career and technical schools, collision and automotive repair shops, governments, municipalities and other organizations to provide best practice information and training as they relate to Environmental, Safety, and Hazardous Material handling issues. Before joining CCAR as President, Charlie first became involved with the organization as a customer. As Midas International’s Manager of Governmental Affairs, he recognized the benefits of using online training for all of the organization’s company store staff. Charlie was also a member of CCAR’s Board of Directors, first as Secretary, then as Vice Chair and finally as Chairman. He began his career in the early ‘80s as a technician for Gould Battery and has been certified by the National Institute for Automotive Service Excellence (ASE) since the early ‘90s. In his 30-year career, he has led teams in a variety of areas, including customer service, fraud investigations and franchisee business support. He is the Chairman Emeritus of the Motorist Assurance Program (MAP), a former arbitrator with the Chicago Better Business Bureau, and has recently provided his expertise as an ASE test question writer. Charlie has a B.S. and an M.B.A. from Northern Illinois University. He and his wife, Diane, are the proud parents of four grown children. Key Talking Points: CCAR- Coordinating Committee for Automotive Repair (ccar-greenlink.org) A non-profit organization focused on providing best practice information for the automotive industry (safety and hazmat) Charlie used CCAR training while working at MIDAS- incidents/injuries went down, insurance rates went down. The program paid for itself Online training Hazmat U- OEM new car dealer staff, learn about handling hazmat products, training satisfies DOT training guidelines, good for 3 years Take care of employees and they will take care of customers Shortage on the shop floor- can’t afford risks OSHA Alliance- only automotive based training organization with OSHA Alliance designation. Provide complimentary courses OSHA has identified CCAR does safety training OSHA in shop- incident or employee complaint OSHA reviews training records and facility OSHA training requirements- before work on the floor and annually after Skills USA Charlie is involved with state and national level competitions Safety is a priority at competitions Safety station at each competition- In June 2019 new competition, CCAR creating safety station at national level Created 5 courses as a bundle at no cost for all Skills USA competitors to learn before going to the competition Resources: Thanks to Charlie Ayers 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. 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

Doug Callaghan, CEO of Vic’s Service Centre in Wainright, Alberta Canada is the winner of the 2016 Auto Care Original 3 Bay Association ACE (Automotive Career and Education) award. Doug shares his story of transformation, recognized by Auto Care, that earned him this recognition. Doug made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the leadership to make those ideas and plans become reality, I was not going to let that happen. I wanted to see an increase in our net profit and a better life for myself and my team”. He continues that commitment today. Doug has experience working with disaster plans with the Credit Union Board that he chairs. Find other episodes that feature Doug HERE. Original shop surrounded by the new building Doug made a significant investment of $1,000,000 in his business with a new building. He shares his story. Key Talking Points: 20-year mortgage- make dream work within the budget, developed building from budget Builders involved with the budget- saved on architecture costs by having specs already done Used money saved for better insulation- original shop 3000 square feet, now 10,000 square feet and heating bill only increased $100/month Built around the existing building Customer retention during the build and demolition- used social media, advertisements, construction updates to let customers know they were still open for business A great relationship with the bank- has worked with the same person for many years, The banker wanted to see the business succeed with building a new facility New features- air conditioning, wired and Lobby in the new shop wireless in each bay, customer wireless, air exchange system in bays, bay doors are clear for natural light $50,000 incidental expenses (signage, service counter, waiting area etc)- an opportunity for suppliers to partner with the business. Agreement with NAPA Employees had a lot of input with a new facility- which bays they wanted, how it’s set up, manage the location of equipment Training room- an important part of the construction Grand reopening- great feedback from customers, more new customers New import vehicles to service- correlation with a new clean building Best advice- find people that believe in you and share your vision, don’t be afraid of making a move Resources: Thanks to Doug Callaghan for his contribution to the aftermarket’s premier podcast. Street view 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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

Kyle Holt is the President of S/P2 (sp2.org). S/P2 serves businesses and career tech schools in the automotive service, collision repair, heavy-duty/diesel, welding, construction, cosmetology, and culinary industries. S/P2 is used by over 175,000 students and employees every year across North America. S/P2 provides industry-specific, online training in safety, environmental, ethics, human resources, and soft skills. S/P2 also works to help entry-level technicians enter and stay in the industry with S/P2 Careers – the largest resume database of entry-level technicians – and S/P2 Workplace Mentoring – a systematized mentoring system to train and track the progress of entry-level techs. An entrepreneur with a strong background in e-learning and web-based systems, Kyle is passionate about providing businesses and career technical schools the ability to utilize technology to improve the lives of students and employees everywhere. Listen to Kyle’s previous episodes HERE. Jay Goninen is president of Find A Wrench, which is a recruiting service used by shops around the country to assist them in finding Technicians. Jay’s company purchased a popular niche job board called FindAMechanic.com. Jay has a passion for promoting the industry and the many talented people we work with, and to be a voice for ‘those who don’t like to promote themselves. Listen to Jay’s previous episodes HERE. Key Talking Points: Recruitment Daily recruitment If you’re only recruiting when you need a technician you are too late- lead to bad hires and unrealistic expectations Investment not expense Growing your own technician- finding entry-level technicians, mentor them, have a career plan Poaching technicians from other companies is not adding new technician into industry S/P2 Careers Online- 45,000 entry-level technician database, pilot mentor program free access A diverse plan tailored to your own shop- defining and having a plan Involved with local schools and colleges Financial plan for entry-level- career path Be patient- takes 10,000 hours of experience to reach mastery level, entry-level technicians need to be mentored Biggest competition are companies that are the best at recruiting Offer better pay and incentives. Retention New hires and existing employees Pay and business culture key components- if tech is leaving for $1/hour more then it’s not just about the money A warning sign that there may be a problem in the company Resources: Thanks to Kyle Holt and Jay Goninen 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. 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

Brad Beeston is an Account Executive of Podium. Brad grew up in Edmond, Oklahoma and now lives in Utah. He is a millennial, is married with a little girl on the way and has worked at Podium since August of 2017, working specifically in Auto repair and Tire indistries the entire time. Podium is ranked 13th in INC’s largest growing companies Building your reputation online Millennials do more research online for products, services and businesses Accustomed to immediate reviews shown online Word of mouth is now online reviews- digital storefront for consumers Great customer service= positive customer satisfaction 90% of consumers use Google as a search engine Using the phone and googling “best” term- any business with lower than 4-star ranking will get eliminated from that specific search Never be afraid to ask customers for honest reviews- want to improve Texting link to google review to customer- easy call to action way to capture on the go customers Algorithm- reviews, frequency of reviews, star ranking, amount of reviews, responses, higher activity on a business page the higher you will rank on google Resources: Thanks to Brad Beeston 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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

The Panel: Ashlynn Poole from St. Philips College, San Antonio Cheyanne Keith from Southern Careers Institute Michael Wheeler from TSTC, Waco, TX Key Talking Points: Takeaways- draining rear differential, working on automotivecar vs diesel, learning to get feel for the repair with your hands and not solely rely on your eyes Motivation to enter automotive industry schooling- enjoy working with hands and taking things apart, being involved with lab work, passion for learning and apply what you learn Career options- not just technician, can sell parts, design parts, trainer Owning their shop one day is a goal. This goal has an entrepreneurial drive Michael wants to be the leader of the pack Reliable safety transportation business- a new spin on automotive perspective 50% of first-year students leaving the program These students say ‘bring it on’ new technology does not scare them Paid dealership training for Cheyanne OE dealerships/brands continue to create internship programs for college automotive students Automotive Students have a special series just form them. Listen HERE. Previous CarFest Episodes HERE. Resources: Thanks to Ashlynn Poole, Michael Wheeler and Cheyanne Keith 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. 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 has 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

Recorded at the AVI Spring Training Event in Fort Myers, FL Marty Depowski is an Automotive Instructor at Wayne County Community College, Michigan David Myers is an Automotive Instructor at Southwestern Community College, North Carolina Dwayne McCarty is a Technician at Martins Garage, Ft. Myers Key Talking Points: Daytime vs night training Daytime- more alert, retain information and training better Commitment- technician has to have the drive to continue training and education More you learn more money you make ASE certification Higher pay for more ASE certifications Local shops starting to pay technicians to take ASE testing and time to take a test Some shops don’t pay because worry about the loyalty of technician once they are educated- will they get poached from other shops, no excuse to not train Instructors for automotive schools Receive training at events, seminars, online training College, sponsors, and vendors pay for instructor training Student education Keep students engaged, balance lectures with hands-on experience Visual learners Resources: Thanks to Dwayne McCarty, David Myers, and Marty Depowski 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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

Trish Serratore is the Senior Vice President of Communication at ASE She works closely with all of the organizations within the ASE Industry/Education initiative, which also includes ASE and the Automotive Training Managers Council (ATMC), to help provide the qualified automotive professionals the industry needs today and tomorrow. Links to Trish’s episodes HERE. ASE Website ASE Consumer Facing Webpage Jeff Peevy, AMAM, is the President of Automotive Management Institute (AMI). Jeff’s previous episodes HERE. Jeff Peevy Email: [email protected] AMI web site HERE. AMI FaceBook Page HERE. Approved podcast episodes available for AMi credit. Listen to Learn Then Take the Quiz and Earn Credit Toward Your Professional Designation HERE Key Talking Points: AMi and ASE credentials are important because the individual wants to verify their knowledge and experience on the subject ASE 47 Year Anniversary-June 16th One of the most mature credentials in any industry The Future of ASE: A new way to maintain certification without going to a test center using a smart device If we don’t use ASE credentialling we may lose it. Tests are assumptions that you’ve learned and can apply Credentials- more important than ever, prove to customers and your shop owner you know what you’re doing A strong learning culture of successful businesses learn and share knowledge. They get most out of equipment, have fewer turnover employees and have an empowerment rich environment Sustainability and being competitive starts and end with the ability to learn Shops that included those expectations in job descriptions when looking for new hires found a better pool of individuals- more educated and eager to learn Increase retention by investing in employees Employers should never apologize for sending employees to training AMi has a powerful Learning Management System There are 3,600 active students earning their professional designation Doing post-assessment to earn credit ASE is working on an ADAS test Resources: Thanks to Trish Serratore and Jeff Peevy 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. 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

Above Picture from left: Monte Hamsher, Bob Pattengale and John Marcum Monte Hamsher owner of Performance Motor Werks, technician and automotive instructor at Fort Myers Technical College Bob Pattengale is the National Training Manager at Bosch. Bob has over 30 years of automotive experience with stops at OE Dealerships, independent repair shops, technician training, and equipment sales. Bob is a contributing writer for Motor Magazine. Bob also served as the SAE Service Technician’s Society President in 2001 and 2002. Look for Bob’s Previous Episodes HERE. John Marcum is the Director of Marketing for Federated Auto Parts. Key Talking Points: Monte Hamsher- shop owner, technician and automotive teacher Need more training for service professionals to speed up the process for ordering correct parts Receiving current training from AVI on demand and NAPA classes- difficulties getting more people to training The commitment of the technician is key- willingness to learn and be better technicians For those who don’t-can, you change commitment by offering training? Bob Pattengale- National Training Manager at Bosch Teaching and training parts supplier from a manufacturer’s perspective Kids play video games- problem solvers but don’t have tactile skills Younger age group look for mentors than online classes- need physical skill built up John Marcum- Director of Marketing for Federated Auto Parts Rely on manufacturing partners to provide training for parts professionals Trained professional more efficient and saves time and money Continue to develop a personal relationship with customers- provide the best service for you, how can we help you become better educated, how can we get parts to you faster, quality of parts Suggest quality product to customers- help technician know the benefits and value of quality lines “What if every technician took a week off?”- What would happen? Motivate people in and outside of industry the importance of technicians Providing safe and reliable transportation for others Resources: Thanks to Monte Hamsher, John Marcum, and Bob Pattengale 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Key Talking Points: Hashtags- get content seen with right people with keywords and hashtags Shows up in searches and follow a feed on Instagram (most seen post and most recent post) Using own hashtags for business- let customers know they can use it and ask them to do a post on their story video about business and their experience. Built-in marketing, no charge advertising Hashtags with over 1 million users will decrease your chance of being seen- use more unique hashtags Instagram- 90% of users under 34 years old Influencer- Big companies will reach out if have a large amount of followers to do posts about their product and recommendations. Millennials want to share information all the time Facebook- make things personal to connect people and customers Meet the staff, behind the scenes of business “Checking In” business location on Facebook and get discount Think like your customer, have a mix of different posts Make a habit of being in the moment and taking pictures to share Always ask a Millennial or Gen Z to share their experience with their tribe. Ask them to take a pic of their car at your place of business. They want to share a great experience. Resources: Thanks to Sara Fraser for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available. Learn more about CarVantage and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States. Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight. Jennifer Filzen’s Previous Episodes HERE. Key Talking Points: Rock Star Summit Interactive workshop- comedy improv class based around customer service Think on your feet at the moment, acknowledge it and become flexible Encouraged spouses to attend- the purpose of the summit is to save your marriage, need to have spouses on board for goals Vision boards Author of “What Dancing Taught Me About Running A Successful Business” Want your team at the shop to move like poetry in motion- teamwork, and trust Remove mystique that men don’t dance Clarity, confidence, and certainty, teamwork, timing, and technique- selling and dancing Frame and connection- feel where your partner is leading you Commitment from one side of the body to the other Example: Walking down the street: committing to shifting weight from side to side Commit yourself to work on the business and move forward while creating momentum Resources: Thanks to Jennifer Filzen for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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

Judy Zimmerman Walter is co-owner with her uncles and the CFO of, this 57-year young service business. Zimmerman’s Automotive, Mechanicsburg, PA is a true blue ‘family enterprise’ with 12 out of a team of 29 team members that are ‘IN THE FAMILY’. Zimmerman’s is a top automotive repair facility along with a quick lube and a used car division. Among her involvement: Women’s Board of the Car Care Council, AASP-PA Alliance of Automotive Service Providers, and the Auto Care Association. Listen to Judy’s other episodes HERE. Jim Paiva is the owner of Elite Auto Repair in RI, which specializes in Euro and Japanese cars. Jim and Carly are also Coached by Cecil. Carly has been around this business since she was born, after graduating from high school and a Community College she decided to go after her passion and that’s automotive and in 10 years she will own the shop and that would be in the direct timeline as Jim retires. Carly is Jim’s right-hand partner in this whole plan. Jeff Matt from Victory Auto Service in Minneapolis and St. Petersburg, FLA, was featured in episode 48. Jeff owns six locations with one being in Florida. He has over 40 team members and has grown through acquisition. Jeff opened Victory in 1997 as a one-bay shop and has slow steady growth over the years. His growth offers up a great view of multi-shop ownership. Episodes Jeff Matt is featured in HERE. Key Talking Points: Judy Zimmerman Letting go as a parent- allowing mistakes to happen Observing and helping buying insurance for the company- helping for the next several years Gender issues- turn around and look at yourself, how you present yourself, do you know facts and sure of them, do you present yourself confidently. Sell value in product and yourself Jackie completed Northwood online Jackie implemented “Smash n Bash” event to raise money for the local fire company Have regular hours set for Jackie- accountability Jeff Matt Learn as you go- not succession overnight Hear feedback from other staff and observe her decision-making process Being the boss’s child- need to earn respect and pick your battles Lauren travels with Jeff to peer group meetings Relationship with daughter – communication is key Lauren facilitated employee appreciation day for every location Daughter knows her role in company and company knows as well- building respect with each other Financial stewardship- knows Lauren is managing own personal finances and budgeting, feels confident with her one day taking over the business Jim Paiva 10-year process of succession planning Need continuous guidance no matter how long you’ve been in business Carly attends institute service advisor academy- year-long process, work with numbers and profit margins. Leaning foundation of business first then will take leadership classes later on Carly is the light of business- employees and customers Link too episode 401. The daughter’s podcast episodes. Part 1 of this succession series: HERE. Resources: Thanks to Judy Walter, Jim Paiva and Jeff Matt 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. 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

Kevin Fitzpatrick is the Vice President of North American Operations at Autologic Diagnostics Ltd. Mr. Fitzpatrick served as Chief Executive Officer at Autologic.us. for five years. His affiliation with Autologic began when he first served as a partner in eLearning, Inc., d/b/a Autologic.us, which began distributing Autologic’s diagnostic tools in 2006. During this time, he developed and staffed the first Autologic tech support center in the U.S., which provided dealer-trained tech support for BMW/Mini, Mercedes, Land Rover, Jaguar, Volvo, Porsche, and Volkswagen/Audi. He managed all U.S. sales, tech support, and marketing. In addition, he was credited with developing an extensive training program for Autologic Diagnostic customers in conjunction with WORLDPAC. He serves on the board of directors of the Equipment and Tool Institute, an automotive aftermarket industry trade association. He holds a Bachelor of Science degree in Marketing and Communications from St John’s University in Queens, N.Y. Steve Zack has been Technical Instructor for OTC for 24 years. He is ASE L1 certified and is a U.S. EPA certified Emission Master Instructor. He has been a technician and an instructor for most of his career with a short stint as a service engineer. Steve has traveled North America and internationally helping technicians understand how to use their electronic test equipment to diagnose difficult drivability issues using a hands-on approach. He has been published many times and has been featured in numerous diagnostic videos. 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 programming, coding, initializing, adaptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Hear Matt in these Remarkable Results Radio Episodes HERE. Key Talking Points: Kevin Fitzpatrick Technicians need training- virtual online training Vendors heavily involved in industry- engaged with technicians in repair shops “On the couch” technician- stressed and need support and turns into new ideas and services fixes for software and products, need a different perspective to solve issues Kevin also owns a repair shop Steve Zack Bosch 27 years ADAS Calibration- need to follow all procedures and specifications (certain length bay, sunlight), dynamic and static calibrations, not profit center at this point Writes his own classes Shorten classes There is no shortage of great training available Matt Fanslow Advice for attending Big Event- walk the show floor and meet new vendors, learn what is new and what’s coming, and ask questions on troubleshooting tools. Give them your legitimate time to show their goods. They have helped defray a large portion of the cost of training. Visit booths of the companies that you already own the tool/equipment. Ask the questions on what else can the tool do? Get specific. The verbiage in the industry must change: Basic electrical. Maybe should be called ‘Fundamentals’ or ‘Principles’ or ‘Physics’ of electricity Techs need this training, so maybe marketing with a nice title would draw more and help them become a top diagnostician Aftermarket progression- shorter training periods in classroom and online with topics technicians can get excited about, electronic handouts, must-attend events and feel the camaraderie Challenges exist for ADAS calibration Resources: Thanks to Kevin Fitzpatrick, Steve Zack, and Matt Fanslow for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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. KEY TALKING POINTS: In the year 2000- agreement with NAPA training nationwide Taught over 20,000+ people in career Our gifted craftspeople (technicians) became owners. They need business management training. A generation ago the shop owner didn’t need to know the numbers. How the world has changed. “You should have the highest payroll in town, not lowest- the output will pay for it” Tells the story of how he came up with the ‘Labor Factory’ Industry missing profit on parts side and billing that part- selling fewer parts per driven mile today; lower than 20 years ago Set labor rate through formula- Should be selling more labor than parts, 53% of revenue, the internal purpose only not what you charge it’s what you get done Example: Have you ever taken 1 hour off of job for the customer because you feel bad? 4 hours on the job, only charge customer 3 hours. Customer doesn’t know total time anyway and cannot relate. Labor rate $100/hour, do not discount labor, instead, take 25% off apart. Today a lot of jobs are labor intensive and you are not selling parts; therefore the formulas where parts and labor were equal and today it is not, is putting pressure of shop profitability. Set diagnostic rate- most profitable work. Vin says the breakdown is: Repair 30% Labor Intensive 15% Diagnostics 55% Diagnostics require a talented technician and there is a cost in obtaining data and subscriptions. Diagnostics should be your most profitable area Today labor sales should be higher than your parts sales. Vin says should run 53 – 55% of your sales.(typical shop) Depends on your business model. Every shop needs to know their average gross profit dollars per billed hour over the year- every job you do that is below average profit sell job at cost and use labor-intensive rate. Managing to the middle. National stats for profitability are not what they should be. #1 problem/concern for shops today is people. Keeping them and finding them Pricing transparency will bring your parts to margin down which is why you need a ‘labor intensive’ rate 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. 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

Paul Louwers is the CEO and co-founder of Automotive Video and the driving force behind the concept and execution of Automotive Video Innovations. Since 1994, Paul and his wife, Sherry, have been taking automotive education to the next level by releasing some of the most modern and detailed training videos ever produced. Paul is the CEO and co-founder of Automotive Video Innovations, located in Ft. Myers, FL. Since 1994, Paul and his wife, Sherry have been taking automotive education to the next level by releasing some of the most modern and detailed training videos ever produced. AVI is an automotive aftermarket training company that provides continuing education for professional technicians and shop owners. AVI has been recognized by automotive industry leaders numerous times and has won several awards for excellence in training. During his spare time, Paul enjoys fishing and boating around Sanibel and Captiva Islands. He also enjoys watching sports, especially those teams from his hometown of Detroit, Michigan. Key Talking Points: Paul Louwers has been in the training business for 25 years AVI- is a business tool that includes a learning management system 20% DVDs 2010 evolved to digital, AVI on-demand online Offering training as a tool- assessments, manage entire staff with groupings They host BOSCH online content Live chat and onboarding team available to set up shop on site- can assign classes to technicians Always looking for content development and instructors Live training events Networking opportunities from top professionals Hands-on training- important for technicians who use their hands Leader-led (hands-on) seminars are important and need to be supported. I engage more senses in the training The networking opportunities are priceless Mobility garage at AAPEX Provide aftermarket with high-end training with companies that present content- the technician can fix a car when they leave, able to apply training AVI On-Demand Website HERE. Resources: Thanks to Paul Louwers 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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

Ray Fisher is the Executive Director of ASA. Ray has ben on the job since January 2018. He has served the industry in varied roles, has been president and executive director of ASA-Michigan since 2010. In addition, he served as a body shop manager for more than 20 years, assistant parts manager, and an expert witness for a local law firm regarding collision repair and processes. Fisher is an Accredited Master Automotive Manager (AMAM). He has extensive legislative experience, driving key issues for ASA-Michigan members on sales tax issues and shop licensing. His recognition and contributions to the organizations he served have resulted in numerous awards, including the ASA Affiliate of the Year Award in 2018, ASA Legislative Award in 2015 and 2016, as well as the I-CAR Founder’s Award. We talked professionalism, the fear of the unknown and our aging workforce. Look for Ray’s other episodes HERE. Key Talking Points: Ray is excited about his new position/opportunity as Executive Director of ASA National He is doing a road trip to meet many members in the local chapters (networking) Professionalism is critically important for the growth of our independent aftermarket Fear of the unknown is gripping our shop owners – business acumen and technology changing at rapid speed Owners staying ahead of curve and seek opportunities- running a better business Increased specialization Where do service professionals get their ‘credible’ information to help their business Networking is an important tactic Finding time in your life to do all that is important up to and including networking Networking is a broad term and means different things to people. It can be a powerful tool for a successful business person Association- join to get involved Value for the industry- listening to members and moving forward with concerned issues Prioritize time for training and associations- investment into future Benefits of networking Country club golf analogy- country club provides an opportunity for golf but can’t be a better golfer if you don’t use the opportunity to play and practice The aging workforce will have a huge impact on the industry. Resources: Thanks to Ray Fisher 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. 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

 Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob has over 40 years of Business Management experience within the Independent sector of the automotive aftermarket industry in North America, consulting Independent retail shops on all facets of their business operations. His 18 years of running his own local consulting and accounting firm in Ottawa, Ontario Canada created some of the most productive and financially successful entrepreneurs within the Independent sector today. Bob is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE. Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE. Key Talking Points Cost Per Billed Hour is a new Measurement in the New AftermarketIt is a new critical part in building net profit. The efficiency of operation affects the cost per billed hour, the less efficient the operation, the higher the cost per billed hour Proficiency- tech vs clock/time allowed Labor rates (Maint., Diag., Re-flash) now have to be established off of cost per billed hour Site Efficiency- a measurement that lets you know how the entire team is working togetherIn the video, above, Bob walks you through the calculation The only way to change efficiency number is to increase billed hours- increasing labor rate changes potential Reflect how you are handling vehicles- Are you scheduling properly, do techs have the appropriate amount of time required, having time for the Service Advisor to connect with the client (building relationship and education) Are you billing properly for diag time; for test drive time? Net profitTarget a net profit before tax of a minimum of 15% of gross sales Average shop missing $25,000-30,000 net profit per bay per year out of the current business coming through the door ROI of 35% as a minimum objective- we are in the high-risk business and industry, unfortunately, the average ROI is 7-9% Bob’s email: HERE ([email protected]) Automotive Aftermarket E-Learning Centre Ltd. (AAEC) 1-800-267-5497 Resources: Thanks to Bob Greenwood for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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

Ron Haugen – Sold his business Westside Auto Pros, Des Moines, IA. Ron is consulting and teaching. Dick Jobe – Former shop owner, Downtown Import Service. He was known as Dr. Volvo. He now owns Machine Head and he is making metal art. Doug Stoll – Retired. Past owner of Susquehanna Auto Clinic and The Auto Clinic. Now a part-time coach for Elite Worldwide. A co-founder of Vision. Jerry Holcom – President of Mid West Auto Care Alliance (MWACA) and owner of S & S Service in Kansas City, MO. A co-founder of Vision. Key Talking Points Succession plan- need to plan aheadIt’s worth what it’s worth- business is worth cash flow not assets Common mistake- last 5-6 years of owner’s career they do not want to spend money/send employees for training. Declining business because they are not aggressively growing it and subsequently will not worth as much when want to sell You’re either going to die or retire- be in control of your retirement, plan when and set yourself up for life after business. Don’t let a life event plan it for you. Future in industry Cost of business increasing More specialization due to technology Consolidation Business coachEstablish and fund budget for annual equipment purchases JerryHolcomNot retired but his friends on the podcast are! Loves going to work at shop still Doug StollHad a goal to retire at 50. He made that goal. Sold business in 2003 Avid golfer Business coaching part-time Dick Jobe“Dr Volvo” Before sold business went back to school and got a degree in machine tool technology and advanced welding www.machineheadkc.com– mentor interns and help them grow Started making artistic work Ron HaugenSold business in September 2018 Business coaching part-time and living the dream in Mexico Resources: Thanks to Jerry Holcom, Doug Stoll, Dick Jobe and Ron Haugen 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. The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business, and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to network with experts in the industry. Discover the latest innovations that will help you stay market competitive. Learn more about new products, services, and equipment. You will be using them every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Rob Morrell is the Sr. Director of Management and Technical Training at WorldPac Technical Institute. Rob is also an expert technician-shop foreman for Porsche, BMW, and Mercedes Benz. Rob has an extensive background building high-performance engines for Porsche including power plants for 959’s, 962’s and GT2’s. Rob served for many years as shop foreman and lead diagnostic tech for a San Francisco Bay Area BMW-Porsche dealership. Rob has also worked as a Lexus diagnostic technician. Rob lives and works in the San Francisco Bay Area. Rob’s Certification: ASE certified in engine, electrical, and brakes Certified Mercedes Technician BMW Master Technician Porsche Master Technician Rob’s Professional Accomplishments BIMRs member (a non-profit association of Independent BMW Service Professionals dedicated to education and training) P-Gruppe Education Committee Board of Governors (an Aftermarket Porsche group) TCOE Board of Governors Mark Warren a training manager at WorldPac Technical Institute and lives and works in Tucson, AZ. Mark is happily married to Cheryl, his high school sweetheart and has two grown children and two fantastic grandkids. After family, Mark’s passion is automotive diagnostics; learning how to diagnose the tough ones. Mark also enjoys camping, backpacking, spelunking, and mountain biking. Mark’s Certifications: ASE Master Tech and L1 General Motors Training University of Arizona, 1972– 1978 Advanced Automotive Managers Degree (AAM) from Automotive Management Institute (AMI) Professional Accomplishments: ASA Tucson Chapter National Member (1988 – Present) Tucson ASA Board (1989 – 1996) Tucson ASA President (1992, 1993) State Board Member (1992 – 1993) EPA OBDII Implementation and Evaluation FACA Committee (1995 – 2003) Service Technicians Society – Division of SAE (1996 – 2002) Member of Steering Committee Board Member STS President (1999) EPA Incentive Based Policy Committee (Emissions Policy) (1995 – 1998) National Automotive Service Task Force (NASTF) (1998 – Present) Arizona Pilot Program – a precursor to NASTF (1998 – Present) Key Talking Points: A case for specialization Know pattern failures, have special service tools for specific brands, technicians are efficient General repair shop- can hire specialists within the shop Marketing to customers- internet/Facebook, sponsor specific group (soccer teams for soccer moms, church), flyers in parking lots/neighborhoods Market to soccer moms by sponsoring a team or hanging out on soccer sites in social media.He created a special room in his shop with a ‘treasure chest’ of toys for the kids that come in with their mom. You can own the heart of a child for very little. Mark marketed his shop as a ‘minivan’ specialist. He got to 70% minivan volume Specialty shop knows the vehicle/platform in a comprehensive way. In a small town being a generalist is your most likely strategy World Pac TrainingIn 2016- invited high school students and instructors for free. Free meals and access for 3 days. Had around 25 students come, and participated in a wide variety of classes (management training, high-performance training, specialization training). In 2018 had few hundred students attend. At the end of expo met with executives to talk about a variety of careers in industry. Showing students where they are going After attending 2018 expo the students tested 52% higher on ASE tests Consider the career paths that so many of our industry leaders have had. Many have started as a technician. Note to industry: Bring in as many post-secondary students to localized professional training for FREE. Resources: Thanks to Rob Morrell and Mark Warren 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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

Mike Michalowicz is the entrepreneur behind three multimillion-dollar companies and is the author of Profit First, The Pumpkin Plan and what BusinessWeek deemed the entrepreneur’s cult classic, The Toilet Paper Entrepreneur. Mike is a former small business columnist for The Wall Street Journal and the former business makeover specialist on MSNBC. Today Mike travels the world as an entrepreneurial advocate speaking to groups just like aftermarket professionals. He is globally recognized as the guy who “challenges outdated business beliefs” and teaches us what to do about it. Carm Note: I loved this book and believe it should be required reading for all aftermarket professionals if you own a shop or not. The principles in this book will help set you free from the ‘I’ve run out of cash and I can’t pay myself’ syndrome. Mike’s father-in-law is a shop owner so he does understand the challenges of our profession. I’ve heard from your industry peers who have implemented ‘Profit First’ and they are well on their way of making the kind of profits indicative of the investment they make in their business. Make Profit First a way of doing business. You deserve to be incredibly successful but you must implement this system or something similar to control your spending. You’ll soon find where your weak area is, yet still profit from your hard work. Key Talking Points: Actions of owners trigger profitability or lack thereof Cash flow management system The money will flow into the shop Then allocated to the profitability of the company Pay owner/operator, taxes, parts, operations of a business Now can see what money is available for what purpose before spend it Revenue Profitability trap- if profitability down then will revert to sell more, if you want to be profitable then you need to reallocate money to profit. Every transaction has a piece allocated to profit. Money taken out stored away, business runs off of the remainder. 5 core fundamental accounts Income- the inflow of cash Profit- reward shareholders (owning stock in your own company) Owner compensation- owner salary Taxes- business pays for taxes The account that manages operations of the business “Profitability isn’t an event, it’s a habit.” – not bottom line not year end Sales-profit= expenses (new formula) Support networkFind support with another shop, accountability partner Profit First Professionals- trainer Efficiency- the secret sauce Always Improve Piggy bank Had nonprofitable computer technology businesses. Sold first company and made money Started a second company- sold to Fortune 500 Started third company- went into debt in 2008. Had to tell the family they were going to lose house and possessions. Told 9-year-old daughter he wouldn’t be able to pay for horseback riding lessons. Daughter ran to the bedroom and brought the piggy bank back to Mike to help support the family. Awakening and turning point- learned how to create a successful business and make profit a habit Healthy business Can run with the complete absence of owner- 4 full weeks physical and digital disconnect Resources: Thanks to Mike Michalowicz for their contribution to the aftermarket’s premier podcast. Mike Michalowicz web site 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. The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business, and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to network with experts in the industry. Discover the latest innovations that will help you stay market competitive. Learn more about new products, services, and equipment. You will be using them every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Kim Walker from Shop Marketing Pros is a social media expert. Kim’s experience includes a school counselor and teacher. Her husband Brian, started his own shop while he was a Mercedes technician in North Carolina. Then asked Kim to leave her school job and join his service business. Then for specific reasons left to go back home to Louisiana. It was almost destiny that they engaged with Shop Marketing Pros. As a former shop owner, Kim’s advice and expertise on social media is perfectly matched because she’s been there and done that. She is on the Car Care Council’s Women’s Board, an ATI and Management Success Graduate, and their shop was a Motor Age Top Shop winner two years in a row. Their shop experience is without question, so when she talks about social media as it relates to the automotive service professional, she has the experience that matters. Look for Kim’s other episodes HERE. Key Talking Points Kim Walker-Certified Guide Building a StoryBrand by Donald Miller- mystorybrand.com Change what you are saying about your business Every shop owner has a different audience- get to know your customer in order to communicate with purpose The customer is the “hero”, not yourself- not all about certifications and experience. Should be “we are here to help” so a customer can be a hero in their daily lives Good marketing- address the problem and how you can solve it What is your plan?- make it simple, paint a picture of how it will be working with shop Website- visual need to speak to what you do, call to action button (make an appointment), tell your story and history, Google.com/mybusiness- claim your business, respond to reviews Email newsletters- create relevant campaigns, short and to the point with solving problems, longer email less often, shorter emails more frequent Link to Shop Marketing Pros HERE. Resources: Thanks to Kim Walker for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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. Scott has been an automotive instructor at Kishwaukee College since 2009. Prior to Kishwaukee College, Scott was adjunct faculty at the College of DuPage for 7 years. He has a degree in Automotive Service Technology as well as many hours of training by manufacturers and independent training entities. Scott is also recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. Scott has written many technical articles for MotorAge and Gears magazines. Scott became an ASE Subject Matter Expert (SME) in 2017. Scott currently maintains 21 ASE certifications including Master Automotive Technician, Master Truck Technician, A9, L1, L2, L3, Alternate Fuels and more. Look for Scott’s other episodes HERE. Eric Ziegler owns and operates EZ Diagnostic Solutions Inc in Peoria, IL. Eric specializes in module programming, driveability, electrical and network systems diagnostics. Eric has over 30 years of experience as a technician with an extensive diagnostics background. Eric supports collision centers and auto repair shops and has one tech in his mobile diagnostic business. Eric Ziegler is an ASE Certified Master Tech • L1 Advanced Level Diagnostic Specialist • L2 Electronic Diesel Engine Diagnostic Specialist • L3 Light-Duty Hybrid & Electric Vehicle Specialist • ASE Certified Medium Duty Truck Technician. Eric is an ASE Recertified Advance Level L1 Master Technician who has spent a great deal of his career focusing on automotive electronics, engine management diagnostics, module programming, and network communication. In addition to owning and operating EZDS, Eric is an accomplished automotive trainer working for Automotive Seminars and the Driveability Guys training technicians in the latest diagnostic techniques and technologies throughout the Midwest and US. He regularly attends and trains at some of the automotive industries top training events like Vision KC, ASA ATE, Automechanika, NESSARA, AV Tech Expos, KOI, Indiana ASA and the CAN Conference. Eric’s previous episodes are HERE. Dave Denmon founded Dave’s Car Care (formerly known as Dave’s Tire and Auto Corral) in 1980. He has been very active in the community, sponsoring Food for the Hungry, the Phoenix Women’s Shelter, Little League, girls’ softball teams, and established Sunnyslope Ministers of Hope to feed local homeless. Gerson Carcache is an ASE Certified Tech at Dave’s Car Care. EZ Tech Mentors We would like to assist shops in developing exceptional technicians, improving shop culture, increasing the effectiveness of communication and improving the bottom line for everyone involved. The technicians we train will become better technicians and improve their self-confidence. This higher level of skill will contribute to the bottom line of your business. At the same time, we will promote effective communication between technicians, service writers and shop owners. All of these aspects contribute to a positive shop environment, or culture, which will allow all of the parties involved to be happier and more profitable. Through hands-on technical training, technician assessments, business assessments and meetings with all of the individuals involved we will change your way of thinking and facilitate the advancement of our industry. What is technician mentoring? Technician mentoring is a training program that is focused on technical proficiency. However, it goes beyond technical training. Technician mentoring promotes effective communication, positive attitudes, effective teamwork, positive shop culture and a higher bottom line for everyone. Passionate technicians, in the appropriate environment, produce quality work and contribute to the business as a whole. As a result, everyone involved in your business team is happy and enjoys the spoils. The key word in the last sentence was “Team.” Although technician mentoring strives toward making technicians better at their jobs, we also encourage the team aspect to benefit everyone involved. EZ Tech Mentors website HERE. Key Talking Points: EZtechmentors.com Came out of a conversation with Craig O’Neil Need technicians to fix cars- need technician mentoring Assessment of shop and level each technician is at- hands-on corrections Logical based training- common sense approach Web meetings to stay in touch and reinforce training Create a culture of learning Help with communication between techs and service advisors Mentor program from technician perspective Sense of camaraderie Appreciate mentor taking time out of the day to teach and train Mentor passing along knowledge step by step Mechanic to technician transition A mechanic can do anything, the technician finesses the job Future of industry is technology Train for and present to the consumer Impact of repaired cars Resources: Thanks to Scott Shotton, Eric Ziegler, Dave Denmon and Gerson Carcache for their contribution to the aftermarket’s premier podcast. EZ Tech Mentors 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. The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business, and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to network with experts in the industry. Discover the latest innovations that will help you stay market competitive. Learn more about new products, services, and equipment. You will be using them every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes HERE. Anthony Williams is a Special Projects Manager at Advance Auto Parts, Colorado Springs, Colorado. This episode recorded at Vision 2019 in KC brings you into the loop on Automotive Institute of Science and Technology (AIST) in Colorado Springs, CO. This new ‘non-traditional’ public charter school that will use the P-TECH model (Pathways in Technology Early College High School), designed to provide students the foundation they need to be successful in the automotive aftermarket industry when they graduate. Students will be able to enroll in a 4- or 6-year program, starting their freshman year of high school through their second year of college and all publicly funded. AIST will offer students three pathways: Automotive Technology, Business, or Engineering (mechanical and electrical) and will be project based. Key Talking Points: All-encompassing school- reinventing automotive education Create stand-alone STEM programs All education is for career preparation Broke apart automotive program and spread out over everything No more English or math classes- have project instead than inside of project your English lessons will be taught Example: CSI project Work with police and fire department- showcase car accidents (texting and driving) Recreate accidents on the property, have students figure out what happened- redraw skidmarks, staging dummies, etc Learn safety contexts of cars- have questions and ask the teacher Instead of telling students what they need to know you show them a problem and have students ask the questions Creating critical thinkers and problem solvers- gather data and ask the right questions Exploring other avenues besides having a career as a technician (business/technical trades/ engineering pathways)- equal desire for systems and parts counter Prepare the workforce with zero debt AIST independent public school- funding from the school district Need industry support- vendor suppliers and partners, competitors Resources: Thanks to Chris Chesney and Anthony Williams 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. Automotive Institute of Science and technology Website HERE. What is AIST all about HERE. Wheatridge High School STEM Program Episode 279 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries 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

Rob Rowsell, shop owner, owner of Family Auto Service a four shop group in the La Mesa, CA area. Author of the book ‘Addicted To Life’, How I Went from Homeless to Extraordinary Success and Happiness in a Short Period of Time. Find a link to Rob’s book on the book page on the website HERE. Listen to Rob’s previous episodes HERE. Listen to Rob in the Town Hall Academy (102) ‘Second Chance – Working with and Supporting Addiction’ HERE. Key Talking Points: “Addicted to Life: How I went from homeless to extraordinary success and happiness in a short period of time” by Rob Rowsell RobRowsell.com Relatable book for everyone- shop owners and managers Readers are leaders- start by reading a few chapters every couple days Addiction can be other than drugs and alcohol, can be food and cigarettes etc “You can’t coast uphill” – either getting better or getting worse, cannot coast success Small successes can slow momentum- for example: losing weight is a success but maintaining weight is long term lifestyle. Can’t get complacent after your small success Get outside of your comfort zone or you aren’t growing and learning Success is a curved road- can only see so far until you get to a curve 8 Building blocks in “Addicted to Life”1) Be done- announce to yourself and the rest of the world 2) Get uncomfortable and take action 3) Create the wave of momentum 4) Prepare now for what’s coming- growth 5) Must be open to the unexpected 6) You won’t always feel like you are winning 7) Must understand the law of exposure- you are what you’re surroundings are 8) You won’t do it alone- success is a team sport Working in the automotive industry Had previous service advisor background Was 45 days clean, applied to “work a day” job- filled out application honestly Referred to an auto repair shop- hired and the owner became the mentor An acquaintance of father was brainstorming about needing someone to take over repair shop Timing will never be perfect for the opportunity Has 4 shops3 shops make 2 mils each annually 4th shop just opened in September Resources: Thanks to Rob Rowsell for his contribution to the aftermarket’s premier podcast. Rob’s book on the book page on the 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. The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business, and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to network with experts in the industry. Discover the latest innovations that will help you stay market competitive. Learn more about new products, services, and equipment. You will be using them every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

In the photo above left to right: Tyler Hubbard, Chris Chesney, Greg Buckley, Aaron Stokes, Brian Bates, Carm Capriotto THE PANEL: Aaron Stokes Aaron Stokes is the owner of Auto Fix & Euro Fix, a 6 store chain in the Nashville Tennessee area. He is also the founder of Shop Fix Academy. He has a passion for helping shop owners succeed & his goal is to stop the average small businesses in America from destroying the hard-working small families in America. The industry needs to stop eating our young. We need to provide grace to our people when they make a mistake. We all did it and survived. It is a cost of doing business. Accept it. Be willing to go through an expensive period. Use a foreman model to compensate for diagnostics & reward older techs. Stop labeling millennials. They will look up to you and copy you. Careful. They do not want to be labeled. When you hang out with them compliment then on their vibrancy, youth and energy. A technician must treat their body right. What they eat, the exercise they get and if they smoke. They need to take better care of themselves.Grow in your ability to think. Become a shop foreman. Teach the young techs. Stop making the trade sound bad by saying ‘You don’t want to be a technician.’ Give honor to the job of a technician. Tyler Hubbard Tyler began working for I-70 Auto Service in August of 2009 where he found his passion for the automotive industry. He is an ASE certified service adviser and an AAM accredited automotive manager. Currently, as a third-generation owner, Tyler is focused on ways to continue to improve and challenge our industry. During Tyler’s collegiate career, I was a 2 time all-American and national champion in wrestling. During my Senior season, I lead our team to a team national championship. Mentor Young TechniciansTyler wants to see his people succeed in life. He knows what each of his people’s life goals are and is working to help them meet them. Career Path for employees. Unique Retention Methods. Make out companies exciting to work for. We must provide benefits like a boot allowance, retirement, health care, dental options and more. Work these programs into your budget. Most of the times you can afford these programs. Greg Buckley Greg Buckley is the CEO of Buckley’s Personalized Auto Care in Wilmington, DE. He’s a member of ASA, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development group. Not the only trade or profession that is having an issue with training. No board members on our associations from education We need a new religion.Look at other industries and find out what we can do to support them. Learn what other industries are doing that will work for you. Chris Cheney Sr. Director, Customer Training at the Carquest Technical Institute Orientation is not Onboarding! Planning for growth/expansion includes your team A structured career pathway for all positions A well defined and promoted advancement process ALL tools and equipment provided by the shop Establish a mentorship program for life. Our negative attitude over our jobs and careers is killing the industry.We are an important part of the economy in supporting safe and reliable transportation for the motoring public and beyond. Brian Bates Brian Bates, AAM is the owner of three Eagle Automotive in the Southwest Denver area and began his career in 1996 working as a technician in a dealership. Brian is an ASE L1 Master Technician. Brian earned BA Degree in Business Management in 2000, and bought his 1st shop in 2004. Last year, Eagle Automotive earned Napa’s national Autocare of the Year award as well as one of the top 10 AAA shops in Colorado. Company purpose, vision, values, and operating principles are critical for retention and attraction Understanding basic human motivation is important. Maslow and Herzberg assert fundamental principles in this space. Career pathing, professional development investment, and a focus on growth is a huge factor for attraction and retention. A quality culture inside your company is talked about in the technician network. Know your team members goals and help them reach their goals both business and personal. It is a very noble purpose. Your people need to know that they are working hard to reach their goals and make the company stronger. This panel agrees that buying tools for your technicians, especially your entry level, is a must. Working with your tool supplier when you buy cash will get you a big value. Techs can no longer deduct their tool purchases on their taxes. This is a change in the 2019 tax law change. Resources: Thanks to Tyler Hubbard, Chris Chesney, Greg Buckley, Aaron Stokes and Brian Bates 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. 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. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio