carmcapriotto

Thanks to our Partner, NAPA Autotech Training Watch Full Video Episode In this episode of Diagnosing the Aftermarket A to Z, Matt Fanslow takes a detour from his usual pop culture quotes and instead pulls wisdom from an unlikely source: Tom Brady. Brady’s recent interview stirred up some debate, but Matt digs into why technicians, shop owners, and service advisors should pay attention. It’s not about football stats or Super Bowl rings—it’s about preparation, accountability, and being part of a team that wins together. What You’ll Learn in This Episode: Why Tom Brady’s relentless preparation matters just as much in a repair shop as it does on the football field.How great technicians can (and should) take interest in more than just “their bay”—including front-of-house operations, management decisions, and shop profitability.The balance between accountability and respect: holding management and teammates responsible without tearing them down.How effort, process, and adaptability create opportunities for success—and why relying on “luck” isn’t enough.The parallel between team sports and auto repair shops: winning requires every player, from the service advisor to the shop foreman to the owner. Matt also isn’t afraid to jab at a few colleagues (sorry, Buffalo fans—Tom Brady didn’t exactly give Josh Allen the blessing), all while reminding us that success in auto repair is about more than just cranking hours. It’s about growth, teamwork, and improving the environment for everyone involved. Thanks to our Partner, NAPA Autotech Training NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details. Contact Information Email Matt: [email protected] the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, Shop Boss and AppFueled In this heart-filled episode of the Auto Repair Marketing Podcast, Kim Walker sits down with Christina Beverly from Harrell & Beverly Transmission Auto Repair in Sanford, Florida. Christina shares the behind-the-scenes story of their now-annual teacher giveaway, an initiative born from local Amazon wish lists that quickly grew into a high-impact, community-shaping campaign. You'll hear how a $500 donation turned into $1,500, the emotional stories behind the nominations, and how this one simple idea rallied their team, elevated their brand, and aligned perfectly with their EOS-driven vision. This isn’t just another feel-good story. It’s a blueprint for what can happen when shops get intentional about giving back. From internal morale to external reputation, Christina explains how generosity fuels growth and how you can take this idea and make it your own. Ready to inspire your team, connect with your community, and build a brand people can’t stop talking about? Hit play and take notes. Lagniappe (Books, Links, Other Podcasts, etc) https://www.harrellandbeverly.com/ https://www.harrellandbeverly.com/our-historyhttps://www.harrellandbeverly.com/teachers Christina's blog about her cancer: https://www.livingrarely.com/ Show Notes with Timestamps Introduction (00:00:01) Brief intro to the Aftermarket Radio Network and the podcast.Host Welcome & Updates (00:00:10) Host welcomes listeners, gives personal updates, and introduces guest Christina Beverly.Sponsor Message 1 (00:00:57) Shop Boss sponsor message about shop management software.Guest Introduction & Conference Talk (00:01:17) Host and Christina discuss previous episodes, upcoming conferences, and Christina’s involvement with Flaca.Travel & Podcasting Life (00:04:02) Host shares about frequent travel for work and its challenges.Classroom Giveaway Origins (00:04:44) Christina explains how the classroom giveaway started, inspired by teachers’ Amazon wish lists and local needs.First Year of the Giveaway (00:05:22) Details about the first year’s small-scale giveaway and unexpected national reach.Scaling Up the Giveaway (00:09:19) This year’s expanded giveaway: $1,000 grand prize, $500 runner-up, and 271 nominations.Metrics & Website Impact (00:10:41) Discussion of increased website traffic and engagement during the giveaway.Last Year’s Impact & Teacher Reactions (00:12:02) Reflections on last year’s recipients and their gratitude, even from out-of-state teachers.Announcing Winners & Selection Process (00:12:41) How winners were chosen, the addition of a runner-up prize, and the team’s involvement in selection.Winner Stories & Reactions (00:14:48) Stories about the winners, including a first-year trades teacher and their reactions to winning.Sponsor Message 2 (00:18:00) Shop Boss and App Fueled sponsor messages.Core Values & Business Why (00:19:58) Host and Christina discuss EOS, core values, and how generosity fits into their business mission.Community Reputation & Industry Image (00:22:45) How community involvement supports reputation and counters negative industry stereotypes.Industry Initiatives & Good Stories (00:24:24) Mention of Promoting’s scholarship video initiative and the importance of positive industry stories.Narrowing Down Nominations (00:25:49) How the team reduced 271 nominations to six finalists, with emotional impact on staff.Planning for Next Year (00:27:41) Lessons learned, plans to start earlier, and involving more vendors for future giveaways.Team & Community Impact (00:29:40) Positive effects on team morale, community feedback, and the importance of acknowledgment.Budgeting & Advice for Other Shops (00:31:34) Advice for shop owners on starting small with charitable initiatives.Event Marketing & Growth (00:32:16) Encouragement to start small with events and grow over time.Next Year’s Improvements (00:32:48) Plans to start planning earlier, reach out to vendors, and coordinate with school schedules.ROI Beyond Appointments (00:33:53) Discussion of broader ROI: website traffic, social media growth, email signups, and brand awareness.Shop Legacy & Family History (00:38:20) Overview of Harrell and Beverly’s four-generation family business history.Family Roles in the Business (00:39:42) Description of family members’ roles and past involvement in the shop.Personal Cancer Journey (00:40:32) Christina shares her rare cancer story, lessons of hope, and advice for those facing hardship.Event Promotion & Podcast Close (00:45:13) Promotion for the “Plan with the Pros” event and closing remarks for the podcast episode. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Thanks to our Partners, Shop Boss and AppFueled This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode Keith Katz shares practical insights from decades of running a successful auto repair business, offering shop owners real-world strategies to adapt and grow. From navigating the challenges of ADAS and EV technology to making bold investments in team training, Keith explains how the right decisions can set your shop up for long-term success. You’ll also discover why shifting from being a hands-on technician to a strategic business leader is essential, how proactive succession planning protects the future of your shop, and the one move Keith wishes he made sooner—hiring a business coach. His honest reflection and actionable advice make this conversation a must-listen for any shop owner ready to evolve, embrace new technology, and secure lasting profitability. Keith Katz, Quality Service Center, York, PA. Keith's previous episodes HERE Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on Twitter: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm Click to go to the Podcast on Remarkable Results Radio

To listen to more episodes, make sure and go over to iTunes and or Spotify. Don't forget to rate and review us! Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that’s just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn ​In episode eight of the "Back to Basics" series, Coach Chris Cotton delves into the critical topic of inventory and parts management, revealing how a disciplined approach can significantly boost profits and minimize chaos for auto repair shop owners. Throughout the episode, Coach Chris breaks down practical systems and strategies, including implementing just-in-time delivery to reduce excess stock, establishing efficient parts receiving procedures, and organizing inventory with clearly labeled bins for easy access and tracking. He also covers essential practices for managing cores and returns, ensuring that valuable credits are not lost and that inventory remains accurate. Coach Chris emphasizes the importance of tracking inventory turns as a key performance indicator (KPI), helping shop owners identify slow-moving items and optimize purchasing decisions. Listeners gain insights into preventing theft and shrinkage through robust controls, as well as improving cash flow by avoiding overstocking and tying up capital in unnecessary parts. With a focus on streamlining operations, Coach Chris outlines step-by-step processes that can be implemented immediately, from setting up inventory counts to training staff on best practices. Sponsored by Shop Marketing Pros, this episode is packed with actionable advice and real-world examples, empowering shop owners to take control of their inventory, reduce waste, and ultimately maximize profitability. Whether you’re looking to tighten up your current systems or build a solid foundation from scratch, this episode provides the tools and knowledge needed to transform your shop’s inventory management. ​ ​Introduction and Sponsor Message (00:00:06) Coach Chris Cotton introduces the podcast, outlines the episode’s focus, and highlights the sponsor, Shop Marketing Pros. Why Inventory Management Matters (00:01:01) Explains the importance of inventory control, common shop problems, and how poor management impacts profits and operations. Risks of Poor Parts Control (00:02:04) Discusses theft, reconciliation, and the consequences of sloppy inventory practices, including lost time and overstock. Just-in-Time Delivery and Lean Inventory (00:04:18) Covers the benefits of just-in-time parts delivery, vendor relationships, and only stocking high-turnover items. Parts Receiving System (00:05:13) Describes the need for a structured process for receiving, checking, and tagging parts, and assigning responsibility. Labeled Parts Bins and Organization (00:06:22) Details the use of labeled bins for technicians, labeling procedures, and the importance of a consistent system. Consumables Management (00:07:27) Advises on weekly checks and stocking consumables based on inventory turns, not guesswor. Core Management System (00:07:55) Explains handling, labeling, and returning cores promptly to avoid lost profits and negative margin impact. New Parts Returns Process (00:09:40) Outlines steps for logging, tagging, and returning unused or incorrect parts, and tracking credits. Tracking Inventory Turns as a KPI (00:10:41) Introduces inventory turns as a key performance indicator, provides the formula, and explains optimal ranges. Conclusion and Call to Action (00:11:58) Summarizes the benefits of disciplined inventory management, offers help, and previews the next episode. Final Sponsor Message and SignOff (00:12:52) Reiterates the sponsor’s value, encourages listeners to take action, and closes the episode. ​ Connect with Chris: AutoFix-Auto Shop Coaching www.autoshopcoaching.com www.aftermarketradionetwork.com 940-400-1008 Facebook: https://www.facebook.com/AutoFixAutoShopCoaching YouTube: https://bit.ly/3ClX0ae Email Chris: [email protected] The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops. Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/ Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Click to go to the Podcast on Remarkable Results Radio

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode In our Episode Today: Craig O’Neill hosts his BOSS! Director of Content/Producer - Tracy Capriotto, joins the podcast to discuss her communication journey - which led her to LEAD the Remarkable Results Toastmasters Club as Club President in the 2024-2025 term. As the Immediate Past President, Craig invites Tracy to reflect on all she has learned by saying YES to taking a new role and stretching past her comfort zone. Tracy is well known in the industry as Carm Capriotto’s daughter, but she is commonly behind the microphone, not in front of one! Listen in on the conversation as she shares experiences from early childhood when she was shy and quiet, and how her experiences being “a 3rd culture kid” shaped who she became as an adult. (The 3rd Culture concept was discussed with Jeremy Glassco in Episode 006). In this Episode: Tracy shares about her first time speaking upHow Toastmasters helped build confidenceHow being behind the mic was a great way to find her voiceHow conferences help YOU build confidence (Even if you’re shy!)FORD for Small Talk (Family, Occupation, Recreation, Dreams) Listeners will enjoy getting to know more about Tracy and how she makes it very clear that you don’t have to be the loudest voice in the room to have something worth saying. Our WOTD for this Episode: Winsome: Adjective Generally pleasing and engaging often because of a childlike charm and innocence Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace. AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. Contact Information Email Craig O'Neill: [email protected] Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA TRACS, and Today's Class Discover why providing customer transportation rather than leaving them to figure it out is quickly becoming a game changing differentiator in the automotive industry. Watch Full Video Episode We break down three powerful options: Loaner Cars & Rental Programs: Remove the “transportation barrier” for customers and make it easier for them to approve bigger jobs. Learn about the ROI, and how forming a separate rental company can slash insurance costs. Uber Business: Keep customers moving and increase your average work order by allowing them to approve more work without the wait. Fully web-based and trackable for simple management. Shuttle Services: Turn travel time into relationship building time. Using the “FORD” method (Family, Occupation, Recreation, Dreams), your staff can connect on a personal level and create customers for life. Tune in to hear how each option impacts ROI, boosts efficiency, satisfies evolving customer expectations, and helps you overcome objections, ultimately locking in long-term client loyalty. Tom Sciortino, Total Automotive, Buffalo, NY. Tom’s previous episodes HERE. Dustin Olde, Automotive Evolution, CO Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: The Aftermarket Radio Network: https://aftermarketradionetwork.com Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on X: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our partner Promotive The mega-money players have arrived—and they’re changing the game for independent auto repair shops. Private equity is buying up some of the best shops in the country, often paying prices that make long-time owners’ jaws drop. But what does this mean for you—the shop owner still running your business day-to-day? Should you be worried, or is there a hidden opportunity in all this change? In this episode of Business by the Numbers, Hunt Demerast, CPA at Paar Melis & Associates, breaks down what private equity really is, why they’re suddenly so interested in auto repair, and the strategies they use to buy, scale, and sell. You’ll learn not just how they operate—but what independent shop owners can borrow from their playbook to boost profitability and stay competitive. What You’ll Learn: (02:51) Why this episode isn’t about “how to sell”—and what it is about (03:27) The number one rule when approached by private equity (and why going it alone is risky) (04:42) How other industries—collision, HVAC, dealerships—have already been through this wave of consolidation (08:57) The big labor rate advantage collision shops have, and why private equity thinks it can apply to repair shops (11:16) The mindset difference: why private equity is only about profitable work (13:50) Strength in numbers: why 80 small shops are worth far more together than apart (16:10) How tire sales and bulk purchasing make their numbers work (17:57) The lessons independent shops can steal from private equity’s approach (20:15) The choice: build for community or build for maximum money (22:27) Why a private equity buyout might actually make your life easier (24:37) The two possible futures for private equity in auto repair—and which is more likely If you’ve been curious, concerned, or just plain baffled by the rise of private equity in the auto repair world, this episode gives you the insider view—and the tools to prepare for what’s next. Thanks to our partner Promotive It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com. Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online: www.paarmelis.com Email Hunt: [email protected] Text Paar Melis @ 301-307-5413 Download a Copy of My Books Here: Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/ The Show is sponsored by: Shop-Ware on the web at getshopware.com NAPA Auto Care Repair Shop of Tomorrow at https://repairshopoftomorrow.com Hunt Demarest, CPA Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online : www.paarmelis.com Email Hunt: [email protected] Get a copy of my Book : Download Here The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partner, NAPA Autotech Training and Pico Technology Watch Full Video Episode The Role of Content in the Automotive Industry Matt reflects on his own content creation (radio ads, podcasts) aimed at demystifying auto repair for customers.The importance of transparency: explaining shop practices (e.g., credit card fees, brake fluid exchanges) without vilifying other shops. "Chest-Thumping" vs. Educational Content Critique of shops/technicians who create content showcasing their successes while trashing other shops.Shoutout to Oz Mechanics for focusing on excitement/problem-solving rather than tearing others down. The "Paper Tiger" Phenomenon Term borrowed from martial arts: Those who "talk the talk" but can’t "walk the walk."Historically, this applied to instructors who lacked hands-on skills—now amplified by social media’s reach.Example: A shop’s viral "success story" video ignored early diagnostic clues, leading to a questionable repair path. Ethical Dilemmas in Content Creation Should experts call out errors in others’ content? Risk of appearing elitist or "stealing thunder."Public vs. private feedback: Acknowledging mistakes (e.g., follow-up videos) builds trust with audiences. The Power of Collaboration "Rising tides lift all boats": Success doesn’t require devaluing peers.Admitting fallibility (e.g., ScannerDanner’s approach) strengthens credibility. Notable Quotes:"Pushing people down to prop yourself up is like drowning together—collaboration is survival.""Paper Tigers thrive in the spotlight but crumble under real-world scrutiny.""The motoring public doesn’t see diagnostic missteps—they just see a fixed car. But should we hide those mistakes?""Can we check our egos at the door? Honesty and humility might just be the best marketing tools we’ve got." Thanks to our Partner, NAPA Autotech Training NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details. Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Pinpoint faults in sensors, wiring, and components with unmatched accuracy. Visit PicoAuto.com and revolutionize your diagnostics today! Contact Information Email Matt: [email protected] the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, Shop Boss and AppFueled Let’s be real, owning a shop isn’t just about fixing cars. It’s about managing chaos, wearing 15 different hats, and staying strong through it all. And sometimes? That strength takes a serious hit. In this episode, Kim goes deep with Rachel Spencer, co-owner of Spencer’s Auto Repair, and Leisa Ann from KeepMePostedToday.com, to talk about something we don’t talk about enough: mental fitness. From road construction disasters to walking across the country (literally), these two women share what it takes to keep your head in the game when life throws punch after punch. Rachel opens up about the emotional toll of a car accident, staffing struggles, leadership pressure, and how practicing “the pause” helped her reset. Leisa shares powerful lessons from her 3,000-mile walk to raise mental health awareness, like how to reset your energy, build an emotional bank, and stop carrying other people’s baggage. This episode is raw, practical, and filled with the kind of real-life advice you won’t get in a book. Whether you’re burned out, overwhelmed, or just need a reminder that you’re not alone, this conversation is the reset button you didn’t know you needed. Thanks to our Partners, Shop Boss and AppFueled This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” How To Get In Touch With the Guest Leisa Ann KeepMePostedToday Rachel Spencer Spencer’s Auto Care Lagniappe (Books, Links, Other Podcasts, etc) Plan With The Pros Show Notes with Timestamps How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode Dan Malloy unveils a game-changing tool for your client advocates: the practice bot. Discover how this innovative AI-powered system is transforming sales training and driving unprecedented success on the service counter. Here’s what you’ll learn: - Orchestrate Sales Success: Learn how to get your entire team, your "orchestra of client advocates," to "sing the same song" in unison, reflecting your business's unique vision and culture in every customer interaction. - Develop "Muscle Memory" for the Counter: Just like professional musicians or athletes, your service advisors need "muscle memory" to confidently handle customer conversations. Discover how daily, consistent practice with a bot can make effective communication feel natural. - Conquer the Price Shopper: Understand the "killer" impact price shoppers have on closing rates (e.g., dropping from 81% to 42% for oil changes, or 35% to 17% for tires). Learn how the practice bot and Dan Malloy’s approach equip your team to handle these crucial conversations without immediately giving a price. - Embrace AI for Data-Driven Growth: Explore how AI goes beyond traditional "keyword spotting" to analyze calls, score performance automatically, and provide invaluable "language KPIs." Understand how this data on communication directly drives your traditional business KPIs and profitability. - Mandate Daily Practice: Learn why the best companies are making bot practice mandatory, just like opening the store or running batting cages, and how it fosters a high-level, professional team. Dan Molloy, Molloy Business Development Group. Dan’s previous episodes HERE Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on Twitter: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm Click to go to the Podcast on Remarkable Results Radio

Visit https://ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that’s just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn ​In this episode, Coach Chris Cotton delivers a heartfelt message to repair shop owners about the value of time and the pursuit of excellence. Reflecting on a powerful metaphor of a dwindling spool of wire, Chris urges listeners to be present with loved ones and intentional in their leadership. He reminds shop owners that every moment is precious and encourages them to invest their time wisely—both at work and at home. Chris challenges shop owners to strive for “elite” standards, emphasizing the importance of building strong, positive cultures within their teams, serving their communities with integrity, and leading with genuine care and compassion. He shares actionable insights on how to foster an environment where employees feel valued and customers become loyal advocates. Chris also highlights Shop Marketing Pros as a trusted marketing partner, recommending their expertise to help shops grow their brand and reach more customers. Tune in for motivation to make every moment and every effort in your business truly count, and walk away inspired to elevate your leadership, strengthen your relationships, and leave a lasting impact on your shop and your community. ​Sponsor Introduction (00:00:14) Coach Chris introduces Shop Marketing Pros and their services for auto repair shops. Episode Change of Plans (00:01:11) Chris explains the episode will be a break from the usual series to discuss recent personal reflections. The Wire: The Finite Nature of Time (00:02:07) Chris describes a video about a man with a spool of wire, symbolizing the limited time we have in life. Being Present and Listening (00:04:02) Reflection on the importance of listening, being present, and not dismissing others’ feelings or moments. Measuring Life in Visits (00:04:58) Chris discusses how he now measures time by visits with loved ones, emphasizing intentionality and presence. The Elite Mindset (00:07:17) Inspired by a friend’s text, Chris encourages striving for excellence and being “elite” in all areas of life. Being Elite as a Shop Owner and Leader (00:08:14) Advice for auto repair shop owners on building elite businesses, cultures, and communities. Call to Action & Closing (00:10:08) Chris urges listeners to share the message, stay elite, and gives a final sponsor shoutout and farewell. To listen to more episodes, make sure and go over to iTunes and or Spotify. Don't forget to rate and review us! Connect with Chris: AutoFix-Auto Shop Coaching www.autoshopcoaching.com www.aftermarketradionetwork.com 940-400-1008 Facebook: https://www.facebook.com/AutoFixAutoShopCoaching YouTube: https://bit.ly/3ClX0ae Email Chris: [email protected] The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops. Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/ Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook Click to go to the Podcast on Remarkable Results Radio

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode On this show, we talk about communication and leadership skills - and well, sometimes I just have something to say, pulling from recent experiences that I hope will help or inspire you on your journey - because it’s helped me on mine. If you’ve caught on to some of my themes these past few months, you’ll notice that I have spent a lot of time discussing distractions, attention, and the importance of being present for those we are with. These musings are interspersed with some immediately practical topics related to the automotive aftermarket - and all of it is seasoned with some communication strategies applicable to just about anyone. You’ll have heard me say that sometimes it can be extraordinarily difficult to hear our own thoughts, or the positive (usually softer) voices in our lives, or especially difficult - respecting the gentle tuggings on our soul- those unseen nudges that urge us forward into greater refinement. Our world hasn’t made noticing such things easier - and I’ve been seeing a repetitive theme in my readings as of late regarding the negative impacts of technology. What astonishes me though - is how the things I’ve been paying attention to take a long time to make sense, and once they do - suddenly you are making connections just about everywhere you go- like you suddenly realized there is a song playing that describes your journey. I’ll tell you now - this episode's story ends with me taking the next logical step to my ‘Irish goodbye” on Facebook (An Irish goodbye is when you don’t say anything about leaving… but just leave). That next step was deleting my account. (it takes 30 days I guess they want you to have time to change your mind). The episode begins with an “Educational minute” I delivered to my local toastmasters club (actually 5 minutes) - and while that speech ended with some advice on notifications (akin to what I described you you in Episode 39: The War Against Notifications - this episode will end… well I just told you how it ends - listen to see how I got here. Our WOTD Puerile - Adjective Childish or silly: Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace. AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. Contact Information Email Craig O'Neill: [email protected] Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA TRACS, and Today's Class Greg Bunch and Jen Davis unpack why the real engine of shop success isn't just technical skill, it's people skills. Watch Full Video Episode Key Takeaways: Auto Repair Is a People Business: Learn why shifting your focus to relationship-building and empathy is crucial for service advisors, who are often "therapists" to anxious customers. Emotions Drive Decisions: Customers make big emotional and financial decisions, yet we often treat interactions as fast, transactional processes. Discover how to connect with customer pain points, concerns, and fears to build trust and make them feel like a priority, even when smoke is coming out of their engine. Soft Skills = Profitability: Implementing soft skills like active listening and thoughtful questioning leads directly to climbing average repair orders, more five-star reviews, and significantly higher customer retention. Price Becomes Irrelevant: When customers trust you, they don’t shop on price, they shop on experience. Build “Key Dropper” Loyalty: Learn the ultimate goal: turning customers into "key droppers," individuals who know, like, and trust your shop so completely that they simply drop their keys, confident you'll handle everything. Leadership Must Lead the Way: This isn't just for your counter team. Owners must be engaged, invested, and accountable in soft skills training. Discover why your commitment to professionalism is key to the industry's future, separating thriving businesses from those that won't survive the next decade. Don't let poor communication or a rushed approach cost you valuable customers. Jen Davis powerfully states, "trust is just so fragile in today's landscape." Greg Bunch and Jen Davis, Transformers Institute Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: The Aftermarket Radio Network: https://aftermarketradionetwork.com Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on X: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our partner Promotive It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com. Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online: www.paarmelis.com Email Hunt: [email protected] Text Paar Melis @ 301-307-5413 Download a Copy of My Books Here: Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/ The Show is sponsored by: Shop-Ware on the web at getshopware.com NAPA Auto Care Repair Shop of Tomorrow at https://repairshopoftomorrow.com Hunt Demarest, CPA Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online : www.paarmelis.com Email Hunt: [email protected] Get a copy of my Book : Download Here The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, Shop Boss and AppFueled When it comes to community involvement, some shops talk about it and others just do it. In this episode, I sit down with Chris Luoma, third-generation owner of Jerry’s Automotive in Lansing, Michigan, to talk about what it looks like to give back with heart. From car giveaways to Toys for Tots, Chris shares how giving back has become more than just a marketing tactic; it’s part of his shop’s DNA. We talk about the humble beginnings of this family-run business, what inspired their vehicle donation program, and how they’ve given away five cars (and counting) to people who truly needed a hand up. Chris walks us through the process of acquiring and fixing the vehicles, how they choose recipients, what the response has been like, and how it’s created a stronger bond between his shop and the community. You’ll also hear how local news coverage, Facebook engagement, and a little creativity have helped grow their reach, without needing a huge marketing budget. This episode isn’t just about cars. It’s about impact. It’s about showing up for your town, doing something that matters, and watching how it all comes back to you in ways you can’t always track but can always feel This episode is sponsored by Shop Boss. Shop Management software that works the way you need it to right out of the box. Are you ready to convert clients to members? App Fueled specializes in creating custom apps tailored specifically for professional auto repair businesses. Visit Appfueled.com to get started today. Keep your shop top of mind on the mobile device they love. How To Get In Touch With the Guest Chris Luoma Jerry’s Automotive Lagniappe (Books, Links, Other Podcasts, etc) News Coverage of Vehicle Giveaway Show Notes with Timestamps Introduction and Guest Welcome (00:00:10) Brian introduces Chris Loma, outlines the episode’s focus on community involvement and vehicle giveaways.Shop History and Legacy (00:02:26) Chris shares Jeffries Automotive’s 55+ year history, family ownership, and shop evolution.Long-Term Staff and Team (00:03:59) Discussion about long-term employees, technician shortage, and the value of a strong team.Origins of Community Involvement (00:04:41) Chris explains how giving back became a core value, inspired by his grandfather’s philosophy.Charitable Activities Overview (00:05:30) Overview of shop’s charitable work: Toys for Tots, veterans, VFW, and car giveaways.Shop Decor and Local Identity (00:06:01) Conversation about the shop’s old trucks, their use in community events, and as shop decor.Choosing Causes to Support (00:07:02) Chris discusses how they select which causes to support and the challenges of choosing recipients.Other Community Involvement (00:08:03) Support for local VFW, Little League, high school sports, churches, and plans for more involvement.ROI and Motivation for Giving Back (00:09:24) Brian and Chris discuss the intangible returns of community involvement versus trackable ROI.Sponsor Messages (00:11:46) Mid-episode sponsor advertisements for Shop Boss and App Fueled.Vehicle Giveaway Program Details (00:13:17) Chris details the car giveaway program: how it started, how cars are sourced, and the process.Lessons Learned from Giveaways (00:15:25) Stories about specific vehicles given away, repairs needed, and lessons learned from the process.Team Involvement and Effort (00:16:11) How the whole shop team contributes time and effort to the vehicle giveaway.Advice for Other Shop Owners (00:16:44) Tips for other shop owners considering a giveaway: vehicle selection, budgeting, and patience.Giveaway Selection Process (00:17:56) How recipients are chosen, use of social media, essay submissions, and the impact of video promotion.Media Coverage and Publicity (00:19:53) Local news coverage of the giveaways and its effect on shop visibility and SEO.Targeting Specific Groups (00:20:40) Occasionally focusing giveaways on specific groups like veterans, with plans for first responders.Selection and Team Involvement Improvements (00:21:31) Current process for choosing winners and plans to involve more staff in decision-making.Promoting the Giveaway and Winners (00:22:26) How the shop documents and shares the giveaway, balancing publicity with humility.Community Recognition and Impact (00:23:30) Growing reputation for giveaways, increased inquiries, and evolving community impact.Advice for Getting Started (00:24:04) Chris’s advice for shops starting community involvement, suggesting Toys for Tots as an entry point.Creative Community Giving Ideas (00:25:16) Other ideas for giving back: school supplies, sports equipment, and finding your own passion project.Emotional Impact of Giving (00:26:07) Chris reflects on the lasting emotional rewards of helping others through these programs.Closing and Future Topics (00:26:16) Brian thanks Chris, hints at future episodes on video marketing, and closes the show. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Thanks to our Partners, Shop Boss and AppFueled This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partner, NAPA Autotech Training and Pico Technology Watch Full Video Episode Key Discussion Points:Two Types of Angry People Explosive: Outwardly aggressive (e.g., yelling at a cashier).Implosive: Bottled-up anger that can lead to extreme reactions (e.g., the quiet cashier who "snaps"). No One Starts at 100% Anger Anger escalates in stages—people don’t go from 0 to 100 instantly.Triggers (work stress, home life, past trauma) compound over time. Personal Reflection: Parenting & ADHD Matt shares struggles with his son’s ADHD and his own reactive anger.Realization: Frustration often stemmed from unrealistic expectations, not the child’s behavior.Lesson: Awareness is key—but applying knowledge is harder than reciting it. Handling Anger in the Workplace For Leaders/Co-workers:Approach outbursts with curiosity, not defensiveness.Validate feelings without justifying bad behavior.Ask: "What else is going on?" (e.g., home stress, financial fears).For Customers:High-conflict clients may already be at "50%" before they walk in.Respond with calm energy, active listening, and empathy.Example: "I understand why you’re scared. It’s hard to trust when you’re unsure." De-escalation Tactics Mirroring: Match the energy level you want (e.g., stay calm to diffuse rage).Validation: Acknowledge emotions without agreeing to unreasonable demands.Safety First: Remove yourself or others if the situation escalates dangerously. Why This Matters in the Aftermarket Most customer outbursts are rooted in fear (e.g., being ripped off, losing control).A thoughtful response can turn a raging customer into a loyal one—or reveal irreconcilable differences. Thanks to our Partner, NAPA Autotech Training NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details. Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Pinpoint faults in sensors, wiring, and components with unmatched accuracy. Visit PicoAuto.com and revolutionize your diagnostics today! Contact Information Email Matt: [email protected] the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode In this episode, we’re flipping the script on how we prepare the next wave of talent in the auto repair world. It’s not just “training” anymore – The future of our industry needs more than just teaching people how to turn wrenches. It’s about real education that prepares them to think, solve, and lead. The repair bay of tomorrow – Imagine clean, high-tech “surgical rooms” with white lab coats, big screens, and smart tools—where cars are diagnosed like patients. Let’s make this career sexy – To attract today’s tech-savvy, digital-native crowd, we’ve got to show them this is a career filled with innovation, tech, and opportunity. Soft skills are a big deal – Communication, confidence, and life skills are just as important as technical know-how. Training isn’t cheap, and that’s okay – One expert says shops should spend $3,000 to $5,000 a month on education. Yep, even the small ones. Because falling behind costs more. Leaders: don’t gatekeep – Share your tips, be open to different learning styles, and remember that even the small stuff you know can make a huge difference to someone starting out. This episode isn’t just about fixing cars—it’s about fixing how we grow the people who will shape the future of this industry. Chris Machado, Circle M Tire & Auto and Circle M Truck Repair Bakersfield, CA. Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on Twitter: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm Click to go to the Podcast on Remarkable Results Radio

Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that’s just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn ​In episode seven of "The Weekly Blitz," Coach Chris Cotton of Auto Fix Auto Shop Coaching delivers an insightful discussion on the essential role of shop safety and cultivating a positive work environment for auto repair shop owners and their teams. Chris begins by stressing that safety is not just a regulatory requirement, but a foundational element for long-term business success and employee satisfaction. Throughout the episode, Chris breaks down a variety of practical safety measures that every shop should implement. He discusses the importance of providing and consistently using personal protective equipment (PPE), such as gloves, safety glasses, and proper footwear, to minimize the risk of injury. He also covers safe chemical handling procedures, including proper labeling, storage, and disposal of hazardous materials, as well as the necessity of maintaining up-to-date Safety Data Sheets (SDS) and training staff on chemical safety protocols. Chris goes on to address the correct use of lifting equipment, emphasizing the need for regular equipment inspections, proper lifting techniques, and clear communication among team members to prevent accidents. Fire safety is another key topic, with Chris outlining steps like maintaining accessible fire extinguishers, conducting regular fire drills, and ensuring all staff are familiar with emergency evacuation routes. Electrical safety is highlighted as well, with reminders to inspect cords and outlets, avoid overloading circuits, and promptly address any electrical hazards. Slip, trip, and fall prevention is also discussed, with Chris recommending routine housekeeping, immediate cleanup of spills, and the use of anti-slip mats in high-traffic areas. He underscores the importance of emergency preparedness, encouraging shop owners to develop and regularly review emergency response plans, conduct safety meetings, and provide ongoing safety training for all employees. Beyond physical safety, Chris highlights the significance of workplace energy, ergonomics, and enjoyment. He explains how a positive, energetic atmosphere can boost morale, productivity, and retention, while proper ergonomic practices help prevent long-term injuries and discomfort. Chris urges owners to foster a culture where safety and employee well-being are top priorities, encouraging open communication, recognition of safe behaviors, and opportunities for team-building and professional growth. ​The episode concludes with a series of actionable tips that shop owners can implement immediately to enhance safety and workplace culture. Chris also recommends partnering with Shop Marketing Pros, a trusted resource for marketing and business growth, to help auto repair shops expand their reach while maintaining a strong focus on protecting their teams and upholding their reputations. By prioritizing both safety and a positive work environment, Chris asserts that shop owners can create thriving businesses where employees feel valued, motivated, and secure. ​Podcast Introduction and Sponsor Message (00:00:04) Coach Chris introduces the podcast, highlights its focus, and promotes Shop Marketing Pros as the episode sponsor. Personal Endorsement of Shop Marketing Pros (00:01:13) Chris shares his personal experience with Shop Marketing Pros and emphasizes their value for shop owners. Series Recap and Episode Focus (00:01:55) Brief recap of previous topics and introduction to this episode’s focus: shop safety and environment. The Importance of Safety and Environment (00:02:24) Explains why safety and environment are foundational for business success and employee retention. Personal Safety Incidents and Lessons Learned (00:03:28) Chris recounts past safety incidents in his shops and the impact on his approach to safety. Why Safety and Environment Matter (00:04:29) Discusses the consequences of neglecting safety and the need for proactive systems. Seven Essential Areas of Shop Safety (00:05:35) Outlines key safety areas: PPE, chemical handling, lifting safety, fire safety, electrical safety, slip and fall prevention, and emergency preparedness. PPE: Personal Protective Equipment (00:05:35) Details the importance of providing and enforcing PPE use for all employees. Chemical Handling and SDS Compliance (00:06:35) Covers proper chemical storage, SDS sheets, and safe disposal practices. Lifting Safety and Jack Use (00:07:37) Emphasizes regular lift inspections, proper jack use, and avoiding shortcut culture. Fire Safety and Emergency Planning (00:08:13) Discusses fire extinguisher placement, evacuation plans, and preparedness for various emergencies. Electrical Safety and Lithium Battery Risks (00:08:49) Warns against unsafe electrical practices and highlights lithium battery fire hazards. Slip, Trip, and Fall Prevention (00:11:03) Stresses the need for oil dry, clear walkways, and proper hose/cord management. First Aid and Emergency Preparedness (00:11:55) Encourages visible first aid kits, emergency numbers, CPR training, and considering defibrillators. Shop Environment: The Three E’s (00:12:59) Introduces energy, ergonomics, and enjoyment as pillars of a positive shop environment. Building a Positive Shop Culture (00:14:05) Suggests routines, organized spaces, supportive management, and positive reinforcement. Music and Mood in the Shop (00:15:07) Discusses the impact of music and the need for respectful choices in the workplace. Creating a Safety Culture (00:15:40) Explains appointing a safety lead, conducting safety walks, and involving the team in safety. Rewarding and Training for Safety (00:16:12) Advocates for rewarding safe behavior, team involvement, and integrating safety into training. Conclusion and Call to Action (00:17:11) Encourages listeners to assess and improve their shop’s safety and environment, and offers coaching help. Final Sponsor Shoutout and Sign-Off (00:18:04) Reiterates the value of Shop Marketing Pros and closes the episode with motivational remarks. To listen to more episodes, make sure and go over to iTunes and or Spotify. Don't forget to rate and review us! Connect with Chris: AutoFix-Auto Shop Coaching www.autoshopcoaching.com www.aftermarketradionetwork.com 940-400-1008 Facebook: https://www.facebook.com/AutoFixAutoShopCoaching YouTube: https://bit.ly/3ClX0ae Email Chris: [email protected] The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops. Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/ Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Click to go to the Podcast on Remarkable Results Radio

Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound, Express Watch Full Video Episode In this episode - Craig has some fun with an old anecdote that intends to reminds us how important it is to take a customers complaint seriously - even when it sounds absolutely ridiculous! The old story is about a man whose new Pontiac will not start ONLY if he goes and picks up vanilla ice cream… but if he buys other flavors, like strawberry or chocolate. While this story may not be the best case study for a no start diagnostic process - it DOES provide a great moral lesson for taking clients seriously so you can get to the real details and the facts that matter. Grab some vanilla ice cream and enjoy Craig’s take on this story and please consider sharing your own radical stories from the shop to [email protected]. Communication gaps are almost always prevalent when those strange cases come up - and we’re sure you have a good example that could be worth sharing! The WOTD: Anecdote: A short amusing or interesting story about a real incident or person. An account regarded as unreliable or hearsay In our episode today… We’re talking about Customer complaints. Specifically the off the walls ones. More specifically - listening to them - as though what they are saying is accurate and true - even though things don’t even remotely plausible. You don’t need to be in auto-repair to appreciate this topic - but our loyal listeners who ARE in auto repair - you definitely will. For me - there was a common gripe I’d hear from our techs at the transmission shop. “I can’t get it to act up!” Which is a horrible thing to have to call the customer to tell them. They know there is a problem. We can’t see it. And in many cases - this is where things end. The real problem, you guessed it, is a communication problem. Sometimes the details provided for our specialists are just not very clear - and what we do get from clients make it impossible to replicate an issue so we can diagnose a problem. It’s why, in auto repair, intermittent problems are an absolute pain and can be massively time-consuming to solve. But this came across my desk from one of my colleagues in Autoflow. It’s something of an anecdote - Anecdote noun a short amusing or interesting story about a real incident or person."told anecdotes about his job" Never underestimate a customer’s complaint, no matter how funny it might seem! This is a real story that happened between the customer of General Motors and its Customer-Care Executive. A complaint was received by the Pontiac Division of General Motors: This is the second time I have written to you, and I don't blame you for not answering me, because I sounded crazy, but it is a fact that we have a tradition in our family of Ice-Cream for dessert after dinner each night, but the kind of ice cream varies so, every night, after we've eaten, the whole family votes on which kind of ice cream we should have and I drive down to the store to get it. It's also a fact that I recently purchased a new Pontiac and since then my trips to the store have created a problem..... You see, every time I buy a vanilla ice-cream, when I start back from the store my car won't start. If I get any other kind of ice cream, the car starts just fine. I want you to know I'm serious about this question, no matter how silly it sounds. What is there about a Pontiac that makes it not start when I get vanilla ice cream, and easy to start whenever I get any other kind? Before I continue the story: Every night? Maybe save some gas?Do you drive to the store every night?This tells me this story has to be from somewhere around the 1940s. Post WWII (after rations on fuel and other things were lifted. OLD story.) The Pontiac President was understandably skeptical about the letter, but sent an Engineer to check it out anyway. The latter was surprised to be greeted by a successful, obviously well educated man in a fine neighborhood. He had arranged to meet the man just after dinner time, so the two hopped into the car and drove to the ice cream store. It was vanilla ice cream that night, and, sure enough, after they came back to the car, it wouldn't start. The Engineer returned for three more nights. The next night, they got chocolate. The car started. The second night, he got a strawberry. The car started. The third night, he ordered vanilla. The car failed to start. Now the engineer, being a logical man, refused to believe that this man's car was allergic to vanilla ice cream. He arranged, therefore, to continue his visits for as long as it took to solve the problem. And toward this end he began to take notes: He jotted down all sorts of data: time of day, type of gas used, time to drive back and forth etc. In a short time, he had a clue: the man took less time to buy vanilla than any other flavor. Why? The answer was in the layout of the store. Vanilla, being the most popular flavor, was in a separate case at the front of the store for quick pickup. All the other flavors were kept in the back of the store at a different counter where it took considerably longer to check out the flavor. Now, the question for the Engineer was why the car wouldn't start when it took less time. Eureka - time was now the problem - not the vanilla ice cream!!!! The engineer quickly came up with the answer: "vapor lock". It was happening every night; but the extra time taken to get the other flavors allowed the engine to cool down sufficiently to start. When the man got vanilla, the engine was still too hot for the vapor lock to dissipate. Now. OK. If you’re like me you probably want to poke even more holes in that story - Nope not permitting it folks. Remember. In this episode we are defaulting that this anecdotal story is TRUE. Besides - you’re probably jealous because it’s summer and that no start issue in your shop this week didn’t yield ice-cram. I know some of our listeners in the aftermarket have some gripes about how engineers don’t seem to care about some things we do - but I am willing to be you can’t get their attention because you never bribed them with ice-cream. And maybe that’s been our problem. My take: The issue isn’t a time issue - or a no start issue - it was a communication issue. OK, believing this story is true would be super tough- I think it’s obvious this anecdote was crafted to convey a clear point - and we can allow it to serve this purpose. Fast forward back to our age - and our modern methods of communication - there is simply no reason to send someone to diagnose a problem like the one described. But the problem in this story is only meant to guide our resolve. Clients present us a wide variety of issues they are experiencing. If they are telling you something - and it doesn’t make sense - you’ll need to use some critical thinking and learn to ask some very carefully calibrated questions that open the individuals up to gain the details that really do matter. That won’t happen if you discredit their story entirely, become defensive, act like this will be another “time-waster” This is particularly critical when dealing with come-backs. In my years as an advisor - I learned how important it is to take little things seriously - because little problems are MUCH cheaper for us to fix than MAJOR ones. This required me to emphatically remind our clients that if they feel anything out of the ordinary - please do not hesitate to bring it to our attention. It’s also important not to make people feel silly… (though I sure appreciated the ones with a good sense of humor and high degree of patience) Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound, Express: The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace. AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Express by Facepay myexpress.io. Keep your existing merchant processor and software at your service counter. Express is integrated into your workflow to make the experience better. Contact Information Email Craig O'Neill: [email protected] Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA TRACS, and Today's Class Camp D.R.I.V.E., (Determination, Resourcefulness, Vision, Enthusiasm) created by Weston and Tenise Chapman of Black Hills Tire, is a powerful hands-on initiative that introduces kids aged 12–15 to the world of automotive technology. Now in its third year, this two-day experience puts young participants in the driver’s seat—changing tires, doing oil changes, welding, and more—across interactive stations. Camp D.R.I.V.E. is changing perceptions about the industry by showcasing its technical, creative, and rewarding sides. The conversation also explores the program’s community impact and offers practical tips for other shops looking to launch something similar, including how to manage costs, secure insurance, and collaborate with local partners. Tenise and Weston Chapman, Black Hills Tire, Rapid City, SD. Listen to previous episodes HERE Show Notes: Watch Full Video Episode https://www.campdrivebht.com/ Introduction (00:00:00) Camp D.R.I.V.E. Overview and Growth (00:01:01) Camp Structure and Sessions (00:02:44) Community Involvement and Impact (00:04:10) Changing Perceptions and Early Success Stories (00:05:44) Starting Small: First Year Reflections (00:07:09) Partnerships and Resource Sharing (00:08:02) Parental Involvement and Mindset Shift (00:09:01) T Dane’s Introduction and Experience (00:09:37) Learning and Hands-On Experience (00:10:46) Personal Growth and Community Influence (00:13:04) Future Plans and Technical Education (00:13:46) Favorite Camp Stations and Fundamentals (00:14:36) Complexity of Modern Vehicles (00:15:56) Media Coverage and Community Recognition (00:19:04) Camp Drive Planning and Logistics (00:21:20) Insurance and Liability Considerations (00:22:15) Content Development and Dry Run (00:24:11) Promotion and Registration Process (00:27:03) Financial Investment and Community ROI (00:28:06) Vendor Support and Sponsorships (00:29:23) Video Production and Social Media (00:30:43) Encouragement for Industry Involvement (00:31:22) Dane’s Persistence and Success Story (00:32:49) Call to Action for Industry Engagement (00:33:45) Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: The Aftermarket Radio Network: https://aftermarketradionetwork.com Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on X: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our partner Promotive Thanks to our partner Promotive It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com. Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online: www.paarmelis.com Email Hunt: [email protected] Text Paar Melis @ 301-307-5413 Download a Copy of My Books Here: Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/ The Show is sponsored by: Shop-Ware on the web at getshopware.com NAPA Auto Care Repair Shop of Tomorrow at https://repairshopoftomorrow.com Hunt Demarest, CPA Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online : www.paarmelis.com Email Hunt: [email protected] Get a copy of my Book : Download Here The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partner, NAPA Autotech Training In this episode, Matt Fanslow reflects on the recent passings of two cultural icons—Ozzy Osbourne and Hulk Hogan—and draws parallels between their careers and the automotive aftermarket industry. Both figures revolutionized their respective fields (music and professional wrestling) through innovation, perseverance, and an unparalleled connection with their audiences. Matt explores what we can learn from their legacies, including the importance of passion, reinvention, and recognizing opportunities outside our comfort zones. Key Discussion Points 1. Ozzy Osbourne: The Accidental Pioneer of Heavy MetalOzzy’s final performance at the Power Trip festival, where he performed in immense pain, skipping pain meds to stay present.How Black Sabbath (with guitarist Tony Iommi) accidentally created metal by downtuning guitars after a workplace injury.The importance of appreciating contributions even if you’re not a die-hard fan.The value of knowing how you’ve impacted others (like Ozzy hearing tributes before his passing). 2. Hulk Hogan: The Man Who Made Wrestling MainstreamHogan’s physical sacrifices (spinal damage from his signature leg drop) and how wrestling is a work but not fake.His ability to connect with audiences in ways no wrestler had before—comparable to Stone Cold Steve Austin and The Rock.How Hogan’s heel turn (becoming a villain with the NWO) revitalized wrestling during a slump.The role of timing, charisma, and reinvention in long-term success. 3. Lessons for the Automotive AftermarketPassion & Perseverance: Like Ozzy and Hogan, success in the aftermarket requires dedication and pushing through challenges.Reinvention: Hogan’s shift from hero to villain kept him relevant—how can shops adapt to stay ahead?Breaking Out of Comfort Zones: Both Ozzy and Hogan expanded beyond their core careers (reality TV, movies). How can shops engage in community work, sponsorships, or other visibility-boosting activities?Continuous Improvement: Getting 1% better every day compounds into major growth over time. 4. Personal Reflections & Industry ParallelsMatt’s admiration for educators like Paul Danner, who revolutionized training accessibility.The importance of finding the right shop culture for growth (just as Hogan thrived under Vince McMahon’s WWE expansion).Why awareness of opportunities—both inside and outside the industry—is crucial. Notable Quotes "Ozzy and Hogan didn’t just succeed in their fields—they redefined them. That’s the kind of impact we should strive for in the aftermarket.""Wrestling isn’t fake; it’s a performance with real consequences. Same goes for our work—every repair matters.""If you improve by just 0.33% every day, you’ll be 100% better in a year. Small steps lead to big changes." While Ozzy and Hogan came from entirely different worlds, their stories remind us that innovation, adaptability, and connection are universal keys to success. Whether you’re a technician, shop owner, or industry educator, there’s always room to grow—and maybe even revolutionize your corner of the aftermarket. Thanks to our Partner, NAPA Autotech Training NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details. Contact Information Email Matt: [email protected] the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, Shop Boss and AppFueled You know that feeling when summer’s barely over, kids are back in school, and suddenly you’re staring down September, wondering what the heck to post on social media? Yeah, that’s where this episode comes in. Brian is back with Caroline Legrand for their monthly marketing prep session, your go-to podcast for staying ahead with smart, simple ideas that actually matter. They’re covering everything from prepping your fall events, tying in national awareness months (like National Preparedness Month), and even having some fun with off-the-wall days like “Talk Like a Pirate Day” and “Bald is Beautiful.” But it’s not just fluff, this episode is packed with real ways to build trust, showcase your shop’s personality, and create content that positions your brand as the go-to in your community. Whether it’s using DVI photos the right way, setting up educational posts, or just being more intentional with your calendar, this episode is all about showing up prepared before your slow season hits. This episode is sponsored by Shop Boss. Shop Management software that works the way you need it to right out of the box. Want to revolutionize your marketing? AppFueled does it all email, text, app notifications, and even call center integration. Stop guessing and start connecting with AppFueled.com Lagniappe (Books, Links, Other Podcasts, etc) Preparing for August’s Marketing Days of the Year National Calendar Show Notes with Timestamps Introduction and Sponsor Acknowledgement (00:00:10): Brian introduces the episode, guest Caroline, and thanks the sponsor. Sets up the September marketing theme.Overview of September Marketing and Industry Events (00:01:09): Discussion about September being packed with causes and events, and how shops can leverage industry events and conferences.Smoothing Out Workload for the Holidays (00:03:59): Advice on scheduling regular clients during slower holiday months to balance shop workload.Monthly Themes: Save Your Photos & National Preparedness Month (00:05:44): Encouragement to take and use shop photos, and tie in National Preparedness Month with vehicle safety and maintenance.Preparedness Content and Giveaways (00:07:20): Ideas for preparedness videos, EDC (Everyday Carry) for vehicles, and preparedness kit giveaways.Community Sponsorships: Little League & Baby Safety (00:11:23): Promoting shop involvement in Little League sponsorships and baby safety events, including car seat checks.Read a New Book Month (00:13:20): Encouraging team reading and sharing book recommendations as part of shop culture.Weekly Themes: Child Passenger Safety & Compassionate Leadership (00:13:37): Highlighting Child Passenger Safety Week and Compassionate Leadership Week, and their relevance to shop training and culture.Other September Weeks: Fall Foliage, Security Officer, Truck Driver Appreciation (00:15:30): Ideas for pre-trip checks, security officer discounts, and truck driver/fleet customer appreciation.Fun September Days: Beards, Bacon, Labor Day, Pizza, Beer (00:18:09): Creative content ideas for World Beard Day, International Bacon Day, Labor Day, Cheese Pizza Day, and Beer Lovers Day.Boss and Employee Exchange Day (00:19:42): Suggestions for role-swapping or fun team activities to celebrate Boss and Employee Exchange Day.Patriot Day and National Day of Service (00:21:16): Ways to honor September 11th with acts of service and patriotism.Bald is Beautiful & Redhead Day (00:22:12): Fun social media trends involving bald or redheaded team members, tying in tire safety.National Tattoo Story Day & Tradesman Day (00:23:26): Encouraging sharing of tattoo stories and celebrating skilled trades in the shop.Talk Like a Pirate Day (00:24:12): Challenge to answer phones like a pirate and share on social media for engagement.National Tune Up Day & Go With Your Gut Day (00:25:11): Ideas for tune-up promotions and diagnostic guessing games for Go With Your Gut Day.One Hit Wonder Day & Ask a Stupid Question Day (00:26:03): Engagement ideas around favorite one-hit wonders and inviting customer questions.Good Neighbor Day (00:26:43): Shouting out neighboring businesses and community partners.International Podcast Day (00:27:12): Promoting the podcast and sharing favorite podcasts among the team.General September/Fall Topics: Back to School, Football, Fairs (00:27:47): Suggestions for fall maintenance, back-to-school, football season, and local fairs/festivals marketing.Conclusion and Resources (00:30:49): Encouragement to keep posting, check national day calendars, and listen to more episodes. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Thanks to our Partners, Shop Boss and AppFueled This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.” Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA Auto Care and NAPA TRACS This episode dives into the real challenges of technician retention and why it’s time to rebrand automotive careers, moving beyond the outdated terms “mechanic” or “technician” to embrace the title of “specialist.” Craig Noel unpacks the urgent need to move away from traditional flat rate pay systems and toward compensation models that prioritize fair pay, financial security, and work-life balance. He also shares his own innovative pay structure designed to reward skill and dedication while keeping top talent engaged. Craig Noel, Sun Automotive, Springfield, OR. Listen to Craig’s previous episodes HERE Show Notes Watch Full Video Episode Rise of the Specialist - A NEW Language Standard for Auto Repair Specialists: https://remarkableresults.biz/downloads/ Episodic Education (00:01:06) Shop Expansion and ADAS Specialty (00:01:45) Staffing Challenges and Work-Life Balance Shift (00:02:54) From Mechanic to Technician to Specialist (00:05:22) The Rise of the Specialist (00:06:22) Educating Consumers on Complexity (00:07:56) Recognition and Respect for Technicians (00:09:52) Shift from Flat Rate to Work-Life Balance (00:10:24) Craig’s New Pay Structure (00:12:47) Bridging the Generational Gap (00:20:06) Financial Transparency with Staff (00:21:03) Personal Motivation for Change (00:23:34) Recruitment and Retention Strategies (00:26:58) Diverse Career Paths in Automotive (00:27:47) The Power of Language: Calibration Specialist (00:29:05) Educating Customers on Technical Systems (00:29:47) Value of ASE Certification and Public Recognition (00:30:56) Integrity and Problem-Solving in the Shop (00:32:09) Training During Work Hours (00:35:34) Overcoming Excuses and Owner Self-Reflection (00:37:09) Peer Group Influence and Industry Change (00:39:40) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on Twitter: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm Click to go to the Podcast on Remarkable Results Radio

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops. Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/ Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that’s just as great. In episode six of "The Weekly Blitz," Coach Chris Cotton expertly guides auto repair shop owners through an in-depth, eight-step diagnostic process designed to improve shop consistency, profitability, and customer trust. Throughout the episode, he emphasizes the importance of clear communication with both technicians and customers, ensuring everyone understands the diagnostic procedures and findings. Chris highlights the necessity of thorough and accurate documentation at every stage, which not only protects the shop but also provides transparency for clients. He also stresses the value of charging appropriately for diagnostic work, explaining how this reinforces the professionalism of the shop and ensures technicians are compensated for their expertise. Chris delves into how implementing a standardized diagnostic approach helps prevent costly comebacks, reduces errors, and boosts technician confidence by providing a clear roadmap for every job. This consistency, he explains, leads to higher quality repairs and builds lasting, trust based relationships with clients who appreciate the shop’s attention to detail and reliability. The episode also features a special spotlight on Shop Marketing Pros, a company offering tailored marketing solutions specifically for auto repair shops, helping them attract new customers and retain existing ones. Listeners are encouraged to tune in and discover how refining and standardizing their diagnostic process can elevate their shop’s reputation, increase operational efficiency, and significantly improve their bottom line. Whether you’re looking to streamline workflow, enhance customer satisfaction, or grow your business, this episode provides actionable insights and practical tips to help your shop thrive. Introduction and Sponsor Message (00:00:06) Coach Chris Cotton introduces the podcast, highlights its purpose, and promotes Shop Marketing Pros. Series Recap and Episode Overview (00:01:16) Recap of previous "Back to Basics" episodes and introduction to diagnostics as the focus of this episode. The Importance of a Diagnostic Process (00:02:17) Explains why a standardized diagnostic process is crucial for shop success and customer trust. Step 1: Clarify the Concern (00:03:29) Emphasizes understanding the customer’s issue through detailed questioning and documentation. Step 2: Assign a Testing Level (00:04:31) Describes setting the appropriate diagnostic level before any work begins to manage expectations. Step 3: Perform a Full DVI (00:05:41) Advocates for a complete digital vehicle inspection before starting diagnostics. Step 4: Replicate the Concern (00:06:43) Details the importance of confirming and documenting the customer’s reported issue. Step 5: Pull Codes and Analyze Data (00:07:49) Covers using scan tools to gather data as a starting point for further testing. Step 6: Test the System, Not Just a Part (00:07:49) Explains thorough system testing and documentation, not just focusing on individual parts. Step 7: Confirm the Root Cause (00:07:49) Focuses on identifying and explaining the true cause of the problem. Step 8: Service Advisor Presentation (00:07:49) Outlines how advisors should confidently present findings and solutions to customers. Diagnostics Pricing and Integrity (00:09:06) Stresses the importance of charging appropriately for diagnostics and maintaining honesty with customers. Implementing Diagnostic Packages (00:10:03) Advises on setting up diagnostic packages, training staff, and improving shop profitability. Conclusion and Call to Action (00:11:06) Encourages shop owners to adopt the process, offers coaching help, and gives a final sponsor shoutout. Closing Remarks (00:11:59) Coach Chris Cotton signs off and thanks listeners for tuning in. ​Connect with Chris: To listen to more episodes, make sure and go over to iTunes and or Spotify. Don't forget to rate and review us! Connect with Chris: AutoFix-Auto Shop Coaching www.autoshopcoaching.com www.aftermarketradionetwork.com 940-400-1008 Facebook: https://www.facebook.com/AutoFixAutoShopCoaching YouTube: https://bit.ly/3ClX0ae Email Chris: [email protected] The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook Click to go to the Podcast on Remarkable Results Radio