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Brittany Schindler, GM of her father’s shop in Rod’s Japanese Auto Care in Bellingham, WA for over 10 years. She loves working at the shop and being able to help people every day. Brittany has learned so much over the years by going to classes with great trainers and having a great business coach. One of her main focuses is to raise the standard of the automotive service and repair industry. Listen to Brittany's previous episodes HERE Key Talking Points No prices over the phone- This can be challenging at first. Giving prices can be wrong or misleading depending on the vehicle. Instead explain why prices can vary, ask them to come in first, explain warranty, DVI’s, rental cars, etc. Vet the customer- are they looking for the cheapest price? Not every customer is right for your business. Performing the best digital inspections so your customers don't have to google anything and be consistent. Continue to simplify the writing so someone who doesn’t know anything about cars can understand and learn about their vehicle. Add “what happens if you don’t do XYZ” Write and edit inspections/customer reviews with your whole team for team buy-in. Getting customers to fix their "old" cars- list pros and cons of getting new/used cars. Make the investment and let them know the vehicle will be maintained properly, the laundry list won’t grow and be behind. Selling Maintenance- oil changes, fluid changes etc. It is an easy win once everyone has to buy in for selling maintenance. Educate customers on why fluid changes are important. Cheaper to change fluid than change apart Making customers feel confident about repairs- texting DVI, lifetime warranty, “what to expect” card at dropoffs Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network Check out today's partners: This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Ethan Smith, Service Advisor, Casey Automotive, Chantilly and Sterling, VA Chad Jacks, Service Advisor, Dale's Service Center, Davenport, IA Rena Rennebohm, CEO and Creator of Empowered Advisor. With over 20 years of experience in the automotive industry, Rena has always had a passion for helping people. As a Service Advisor, she found every way possible to improve and utilize her skills. Implementing new techniques with basic fundamentals gave Rena the ability to become one of the most sought after Trainers and Coaches in our field. Dedicating her time training Service Advisors with one-on-one calls, webinars, and classes is what she lives for. With high energy and understanding, rapid and continued improvement has been shown across the board from her clients. Listen to Rena’s previous episodes HERE. Key Talking Points Role Play 1: Need a Transmission Ethan: Customer- Wants price, the vehicle doesn't drive well, doesn’t feel confident from phone conversation Chad: Service Advisor- Distracted, asked to repeat the question, unenthusiastic, gives price for just transmission and when appt is, “maybe 6K” Rena: Coach- 3 steps price shopper- get to know the customer, what are symptoms of car, offer inspection. Giving only price gives customers something to compare. Redo Ethan: Customer- He did research online and thinks its a transmission Chad: Service Advisor- Greets customer with his name, asks his name and phone number, asks about the vehicle, asks if the vehicle has ever been to the shop, explains what they would do to the vehicle once it is brought in, testing price, explains shop amenities and warranties, asks about an appointment, offers rental ride/shuttle Rena: Coach- Vehicle is vetted, it has been maintained, converting good customer to shop Role Play 2: Check engine light is on Chad: Customer- Asks about price, looked online at pricing for parts Ethan: Service Advisor- Asks what car, if codes have been pulled, hasn't asked name, throwing different parts names out, $150-170 for repair Rena: Coach- Customer is probably frustrated, was told no, hasn’t received help, become a little grumpy, vehicle coming into the shop is the priority before giving price, every phone call is opportunity Redo Chad: Customer- Will the car be ready that day? The car pulls to the left when driving, asks about drop off/night pick up Ethan: Service Advisor- Asks for customer’s name/phone number, “sorry this is happening,” “so happy you called,” asks if the car has been to shop, thanks the customer for giving him the opportunity, asks if the car has been worked on, what is make/model, explains difficulties with check engine light, mentions certified technician, asks what time/day would work, test drive with the customer Rena: Coach- Express empathy, don’t use acronyms, have great tone Role Play 3: Tune-up Ethan: Customer- Asks what parts will the shop be using? What different services? Chad: Service Advisor- Unenthusiastic, gives price, “stuff to dump in the tank,” didn't ask for name, “I can check it if you want” Rena: Coach- Secret shop local businesses, more common than not, you can’t flip a switch to be professional, you need business culture, training, mentoring Redo Ethan: Customer- Asks what a tune-up entails, asks costs Chad: Service Advisor- Gives name, asks name and phone number, asks how he found the shop, shows interest in-vehicle, explains details of service, build estimate, explains warranty, offers loaner car Rena: Coach- “My customer’s love it” go with the customer without arguing, ask about symptoms, don’t tell customers they don’t need something Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more. Click to go to the Podcast on Remarkable Results Radio

Kevin Syed, Owner of Integrity 1st Automotive, grew up with an entrepreneurial father and was always encouraged to lead. Having successfully earned a Bachelor’s degree in Business Management from University at Buffalo, Kevin went on to become a franchisee with Getty Petroleum / British Petroleum service centers for the better part of a decade in New York City. After gaining the knowledge, experience, and funding required to produce his own operation, Kevin went on to operate his own independent shops in New York. Kevin sought to find a new place to call home with his wife and twin girls; he longed for the community values and environment of the South and so his family made the decision to move to Texas. Integrity 1st Automotive was then born in Texas and Kevin has scaled his business to multiple locations across the Dallas Fort-Worth Metroplex. When he's not working, Kevin enjoys local car rallies (e.g. Lamborghini Club Dallas), traveling, and hunting. Ramy Nazim, Director of Integrity 1st Automotive, graduated from the University of Toronto in 2014 with a HBSc. in Biology & Psychology. While he continues to have an affinity for academia and the life sciences; he found his technical prowess to be of vast usage in the working world. Post-graduation, he went on to work with a local software startup specializing in real estate marketing tools. The startup experience allowed Ramy to engage with virtually every facet and department of the business. Insofar as the automotive repair industry, Ramy works to leverage technological solutions to help increase operational efficiency, develop automations, create event-driven communication flows and more! When he's not working, Ramy enjoys traveling with his wife, cooking with the help of Youtube tutorials, and reading about science and history. Key Talking Points Put it in writing- a discussion on the importance of standard operating procedures, processes, training paradigms in order to scale the business to multi-locations. Put the system into place. Is it auditable? Having things written is one thing - but how are you tracking compliance? Every process should have a check and balance behind it- quality assurance on whether it is being done. Area Manager (or yourself as an owner) with a preset checklist or leverage technology (software management system). Prioritizing- If you are ambitious on growth, then you've likely got a laundry list of goals and tasks; some are working ON the business and some are working IN the business. Develop a methodology of prioritization- tie your task to a specific KIP, goal or ROI. Eliminates redundancy. Be open to change. Incentivized Extraordinary Performance- empower and develop your employees. Incentives that promote entrepreneurial thinking work the best. Profit-sharing- share part of profits with managers/lead technicians and share P & L. Being transparent. Keep your eyes on Customer Churn- We are in the people's business, one of the most important KPI's to focus on whether one shop or multi shops is to know how many customers are churning from your business annually. (SAS- software as a service). Track weekly/monthly/quarterly/annually- how much of car count is return vs net new customers. Touchpoints for every life cycle of a customer’s vehicle. Remarket and reengage with customers. Churn is inevitable but control it as much as possible. Automation- there are only so many hours in the day; with compartmentalized thinking and technology, you can get more out of each day by offloading redundant tasks to technology without one size fits all solutions. The Customer Experience- we know that it's all about the little things when it comes to curating a memorable experience. That being said, how do you make sure the little things are being followed when you're not there? Your model should work for ANYONE- If you build scalable models, then you can confidently scale to prospective franchisees and feel confident that your customers will Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Since 1989 TRACS has been the industry’s leading shop management system. And in the last 30 years it’s gotten better and better. Today TRACS Enterprise offers even more of the features AutoCare Center owners want—things like a powerful interactive scheduling calendar, faster and streamlined work flow, plus streamlined parts ordering and purchasing options. And there’s more—Punch-out to Mitchell ProDemand, mobile VIN capture, and multi-shop capabilities. That means you can count on TRACS Enterprise to help drive your success today and well into the future. Learn more about TRACS Enterprise and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Key Talking Points Joe’s Garage- a real-world shop setup with eight service bays, provides a platform for exhibiting brands to demo their equipment. Includes Shop management software, Customer relationship management, Digital inspection software, Website designers, Digital signage and menu boards, Integrated and text-to-pay solutions Rick White, 180 Biz "Service Advisors - The Key to Business Success" Tuesday, November 2nd from 2 PM - 4:30 PM Eric Ziegler, EZ Diagnostic Solutions/EZ Tech Mentors & EZ Diagnostic Solutions. Working with Automotive Seminars and the Driveability Guys. Classes: Wednesday Scan Data Analysis 9:30- 12:00, Network Diag 2:30- 4:00 PM, Thurs VVT Fundamentals 9:30 – 12:00 and Misfire class from 2:30 - 4:00 PM. Bill Haas, Haas Performance Consulting, Advanced Financial Strategies for Peace of Mind, on Thursday 9:30 AM - 12:00 PM Rich Cregar, Automotive Training Authority (ATA), Selling and Servicing Hybrid and Battery Electric Vehicles AAPEXSHOW.COM Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Guest host, Fred Gestwicki, Jr. from Fix-It-With Fred in Canton, OH Owner / Master Technician. 25 Years of Automotive Experience. ASE Master Technician, Hyundai and Kia Master Technician, Mitsubishi Master Technician. Fred will talk about price shoppers and we’ll see a tour of his shop. How to handle that call. Why do they ask for a price? How to convert them to customers Fred's previous episodes HERE Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Scott Wheeler, President of Automotive Consultants Group, Inc. (ACGI) is a shop management expert in the transportation industry, with over forty years’ experience in the automotive, trucking, heavy-equipment, marine, motor sports, and defense aerospace industries. He holds numerous ASE credentials, including two Master’s Certifications, and has experience working in every position from Tech, Fixed Operations Director, and Mechanical Engineer. Scott has authored five books for the automotive industry and continues to write, consult, and speak professionally at major industry events throughout the U.S. and Canada. He has been a regular featured consultant/contributor to Ratchet+Wrench Magazine, Auto Inc., and Canadian Tire magazine with articles relating to topics such as technician compensation programs, understanding production capacity, and how to maintain passion for your automotive repair business, among others. ACGI continues to consult and mentor clients throughout North America. Listen to Scott's previous episodes HERE Key Talking Points “How to Make Money (& Stay Sane) in the Automotive Service Industry”- Chronicles “Bob” a fictitious character. Effective labor rate, marketing and advertising in 21st century. Charts and graphs included. Policies, procedures, job descriptions. What are your goals? Why are you in the industry? “What’s in it for me?” Are you willing to listen? Try new things? Change? Change triangle- the center is change, outside points are commitment, plan and action. “Why when how to” with financials “All business is, is a math problem”- understanding the numbers, understanding benchmark (labor gross profit margin, parts margin etc) Ego factor- what is your break-even point is? Do you rate how well your month went by how much money is in your checking account? Holding someone accountable- clear set goals and expectations CPA using Quickbooks- Quickbooks isn’t geared towards automotive Make sure you set your shop management software to your set gross profit matrix for parts and labor Production incentive for technicians and service advisors- it should be easy to calculate. Is it based on working 40 hours or meeting/beating time guide? Consider individual compensation plans. Find one that motivates your employees. Raising effective labor rate Automotiveconsultantsgroup.com Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Carl Hutchinson, Complete Automotive, Springfield, MO has been in the car industry since 1982, but has worked on vehicles long before that time. He has a passion for engineering, for understanding how vehicles operate, and how to repair a customer’s concern. Earlier in his career, Carl started working at a GM Dealership, then went to work at independent repair facilities as a technician and eventually became a service advisor. Carl’s experience in the automotive industry led him to his current position as co-owner with Maureen Hutchinson of Complete Automotive in Springfield MO., where he works every day to provide high-quality, valuable service to all customers. Carl is an Alumni with Ozarks Technical Community College, Springfield MO Campus. He currently sits on the Automotive Advisory Board with Ozark Technical Community College, member of South East Rotary, and a member of the Springfield Midwest Auto Care Alliance chapter. Carl has his Master ASE Certification, L1 and Service Advisor certification and is an AMI Graduate. Listen to Carl's previous episodes HERE Justin Barrett is the owner and operator of Barrett Automotive, Cornelia, GA. He is excited about the future of this industry with autonomous vehicles and the role the independent repair shop will play in that arena, and with the changing landscape how we are going to have to be nimble and adapt to stay relevant. Leadership is something that is extremely challenging to him but rewarding when done right. He had some leadership failures and wins which are adding to his growth in that area. His biggest challenge right now is the same thing that he is working on and that is building a great team. In the last 18 months, he had gone from leading himself and one other to leading 6 and still adding to keep up with growth. Listen to Justin's previous episodes HERE Key Talking Points Making a tough decision- personnel decisions can be the hardest. Giving too many chances for people to correct flaws- consider, are they unmotivated and unwilling to improve? 1 bad apple turns the whole bushel bad- identifying the bad apple can be a challenge and can lead to more employees leaving. Don’t give ultimatums “Run your business as a business. Don’t run your shop as a shop” What gets in way of making decision? Fear of the unknown: Will I have to work in the shop? Can you replace that employee? Are you better off tolerating than doing without? Rationalize. Right seat right person- are they where they should be? Be in tune with your employees- open and honest, open door policy Hiring/orientation- slow the process down when you are able to, to see if they will fit in your culture, call references, what is their home life like? Always be recruiting even when you have a full staff- offer training at your shop so other technicians can see what your environment is like Leaders don’t make excuses- own your decisions as an owner Rip the bandaid- 3 days of hurt then move on, you’re doing the right thing for the business and for that individual. Listen to your spouse! Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Aftermarket Radio Network Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more. Click to go to the Podcast on Remarkable Results Radio

Tiffany Sherado, Lifetime Transmissions, Broken Arrow, OK, AWIA Coordinator. Tiffany's favorite part of working in the auto industry is working with the high schools and tech colleges in developing programs to assist with the tech shortage and networking and sharing knowledge and experiences with other passionate people in the industry. She looks forward to watching the family transmission business and her personal accomplishments flourish. Tiffany's main objective as leader of Amazing Women in Automotive is to support the automotive industry. She is doing this by helping to provide resources and support for women currently in the industry and increase the number of females entering the field and ensuring we retain them. Find Tiffany's previous episodes HERE Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Maylan’s purpose is to educate leaders to be a better owner or service writer. Find Maylan’s previous episodes HERE. Key Talking Points Virtual bookkeeping- software is accessed virtually, receipt management via email/scanner/text CPA/Business Coach/Bookkeeper- “Where the magic happens.” The bookkeeper gets financial reports ready and organized to pass along to the CPA and has communication with the business owner and coach on weekly/monthly reports. Are there variables that are affecting your bottom line? Is it your culture? Is it an employee? Know the breakeven point- know how much money you need to generate to pay the expenses. Two types of expenses – fixed and variable. Fixed expenses - constant every month like rent and mortgage. Variable – vary from month to month but are usually fairly predictable, parts cost, labor cost. Know all the expenses, including what to pay the owner. Example: Shop A has expenses of around $50k per month. we know parts/labor needs to be around 50/50, so we know we need to sell 25k in parts and 25k in labor. Do you make a profit on parts and labor? Parts profit needs to be parts 50% markup. Labor profit needs to be labor rate/labor costs at 70%. Review the cash flow- #1 killer of any business. What is happening to my cash, where is it going? Why isn’t it all on the P&L? The statement of cash flows brings those two reports together and shows how much is coming and how much is going out. Net change in cash- if it’s negative then the business is spending more cash than what it’s bringing in Have a cash reserve- equipment breaks, sales dip, employees need to be hired, natural disasters. How many months should a shop have? 3-6 months Amazing Women in Automotive Website Connect with the show: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more. Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

I never thought I’d ever be doing a tribute like this for a good friend, Bob Greenwood. His passing really hit me as it did for so many others. You can’t help but realize we lost him way to early in his life. His mission wasn’t close to being done. If you ever heard Bob Greenwood’s passion for this industry you know that he held high hopes for the future success of the independent aftermarket. His passion for making this great industry a profession instead of a trade was one of his biggest talking points (a signature of his) where ever and whenever he had a chance to pontificate. I reflect on a few of Bob's accomplishments, some of the thirty-three episodes he contributed to and I welcomed some friends to share their memory of Bob. Listen to all of Bob Greenwood Second Thoughts Podcast Episodes HERE. Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Click to go to the Podcast on Remarkable Results Radio

Guest host, Craig Noel, Sun Automotive, Springfield, OR. 4 Locations Recruiting high school students to our industry. How to engage students and teachers. Also a virtual tour of one of Craig's locations Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

Jim Morton has recently retired as an Advanced Engine Performance instructor at Automotive Training Center in Exton and Warminster, PA. He and his wife Mary own and operate Morton’s Automotive Technical Services (MATS), which offers training for working technicians. Jim was selected by Import Service Magazine as one of the top independent trainers. With more than 45 years in the industry as a technician, shop owner and trainer, Morton has been a requested presenter at National Training expos around the country including NACAT, CARS, TST Big Event, VISION KC and ASA. Jim has written diagnostic procedure articles for MotorAge, Import Service and ASA Auto Inc magazines. Listen to Jim's previous episodes HERE Brandon Steckler began his career in Northampton County Community College in Bethlehem, PA. There, he was a student of GM’s Automotive Service Educational program. In 2001, he graduated top of his class and earned the GM Leadership award for his efforts. He later began working as a technician at a Saturn dealership in Reading, PA where he quickly attained Master Technician status. He later transitioned to working with Hondas where he aggressively worked to attain another Master Technician status. Always having a passion for a full understanding of system/component functionality, he rapidly earned a reputation for deciphering strange failures at an efficient pace and became known as an information specialist amongst the staff and peers at the dealership. In search of new challenges, he once again transitioned away from the dealership and to the independent world, where he specializes in diagnostics and drivability. Today, he is a working technician at a large facility near the NE side of Philadelphia, PA. Along with beta testing for Automotive Test Solutions, he writes for MotorAGE Magazine, teaches for CARQUEST Technical Institute as well as WORLDPAC, INC. and develops curriculum/submits case studies for other training companies. Brandon contributes weekly to Facebook Automotive Chat groups and truly enjoys helping others to attain a level of understanding that will serve them well throughout their careers. Listen to Brandon's previous episodes HERE Key Talking Points Being a lifelong mentor- you can’t mentor something you don’t know. Answer questions with more questions as a mentor. Guide, don’t push. Let your ego go- ask for help, no one knows everything Know the basics as a diagnostician- common sense and foundation should be 85% and the last 15% you should know where to find it. Developing mentees- looking inside industry and outside of the industry. Excite the individuals that have a passion for electronics and programming. Teach at a deeper level besides just passing tests. Retention is key. Case studies- live examples Are you finding the problem or the effect of the problem? Being a mentor/teacher- showing what worked for you Know your opponent- stop every 5 minutes and ask yourself if you are further along than you were 5 minutes ago Proper interview with the customer Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Aftermarket Radio Network Click to go to the Podcast on Remarkable Results Radio

Kim Auernheimer, CS Automotive, Brentwood, TN.Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout. Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process. In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE. Becki McGinnis, Autovantage Service Center, Auburn, CA. Becki is the Co-owner of Autovantage Service Center. Autovantage Service Center opened in June of 2008 in a 3,000 sq foot space. In April 2018 they were able to purchase and moved the business into an 11,000 sq foot building. Currently, they have 2 Service Advisors, a Customer Care Coordinator, Lot Porter & 4 Technicians. Last year (2020) their sales were at $1.3 Million and this year (2021) they are on track to hit $1.6 Million. Becki’s current role is as an active supporting member in the office while also performing all of the back-office needs. Finding a balance between work and personal life has been a struggle. Becki’s greatest joys in life are being married to Bryan for the past 24 years and raising three amazing kids. This is why she is planning to take on the world to offer them more than she had as a child. Since joining Shop Fix Academy Pro Group last July she has never felt as empowered as before and is ready to be of service to other women in this industry. Tina Erickson, Ken’s Auto Service, Aurora, CO. In 1993 Tina’s mom and stepdad purchased a Napa Auto Care branded 14 bay shop in Sheridan, Colorado. In August 1998 she met and later married their Master Technician and shop manager Ken Erickson. In May 2002 Tina and Ken rented their first shop in an industrial area nearby. They grew rapidly into 8 bays, with 3 techs. She helped with the marketing and bookkeeping while being a mom and still working as a dental assistant and later practice manager. On October 22, 2012 Ken was diagnosed with kidney cancer and passed away in Feb. 2014. Tina left her career as a dental assistant to become the sole owner of Ken’s Auto Service. She later joined the Napa Business Development Group for Denver. Tina is on the Advisory Board for Automotive Repair and Career Mentoring at the Pickens Technician College in Aurora, CO. Key Talking Points Growth takes change. Without growth, you will become stagnant and in this era of the aftermarket, probably die. Kim Auernheimer- changing point of sale system. Things to ask yourself: Is it the right decision for business for you and/or your staff? Is it the right time? (It will never be the right time) How do you know when you definitely have all the information to make the right decision? Or do you just take the leap without even looking? Get buy-in from employees. It won’t be perfect, there will be continual transition periods. Becki McGinnis- About a month ago she finally pulled the trigger and moved out of the daily whirlwind of the business and moved upstairs to an office that is not involved with the dailies to focus on working on the business and not in it. She had been talking about moving to this office for the past 3 1/2 years but was too scared of what would happen if I wasn't part of the dailies. Started relying on the employees on doing what they were hired to do. Refocus mindset to take care of employees and the employees take care of the customers. Tina Erickson- left her career in the dental field, married a technician and they decided to start their own shop. Her husband Ken was diagnosed with kidney cancer. Tina made the decision to run the shop. Fear will drive you to do incredible things. She is now down to working in the shop 2 days a week. Having policies/systems and procedures in place for employees. Reached out to a coaching company that pushed her forward. Trust your employees- understanding everyone is different and no one will be “you.” Your employees will step up once you allow it. Fear of “losing who you are” when you change paths and careers- you are growing, not losing. “Hard conversations make an easy life.” Rely on the support of mentors and network of friends and colleagues. Courage- to try and change. Be open-minded and push forward. Remember the cowardly lion wanted to change. Have faith and believe in yourself. Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more. Click to go to the Podcast on Remarkable Results Radio

Natalie Paris, Three Rivers Bookkeeping, is a Profit Strategist that serves the automotive aftermarket. She’s a numbers person and a planner. She uses her bookkeeping and profit strategy superpowers to help business owners achieve financial security and success. Her first job in the aftermarket auto world was Outside Sales at NAPA Auto parts which transitioned into a service management position at one of the local shops in Frisco, Colorado. She realized right away that she had a particular knack for the numbers surrounding aftermarket parts and service. She then discovered a niche that she could be most effective in as a bookkeeper and profit strategist, and next, Three Rivers Bookkeeping was born. Her services don’t stop at the shop door, after all everyone’s business is a part of their life. She finds great joy in helping her clients create a clear road map to business growth AND personal financial peace of mind. She is more than just a bookkeeper. When not performing mathematical wizardry, you’ll find her enjoying the Alaskan outdoors with her dog Bailey and close friends or serving on the Talkeetna Fire Department. Key Talking Points Virtual bookkeeping- software is accessed virtually, receipt management via email/scanner/text CPA/Business Coach/Bookkeeper- “Where the magic happens.” The bookkeeper gets financial reports ready and organized to pass along to the CPA and has communication with the business owner and coach on weekly/monthly reports. Are there variables that are affecting your bottom line? Is it your culture? Is it an employee? Know the breakeven point- know how much money you need to generate to pay the expenses. Two types of expenses – fixed and variable. Fixed expenses - constant every month like rent and mortgage. Variable – vary from month to month but are usually fairly predictable, parts cost, labor cost. Know all the expenses, including what to pay the owner. Example: Shop A has expenses of around $50k per month. we know parts/labor needs to be around 50/50, so we know we need to sell 25k in parts and 25k in labor. Do you make a profit on parts and labor? Parts profit needs to be parts 50% markup. Labor profit needs to be labor rate/labor costs at 70%. Review the cash flow- #1 killer of any business. What is happening to my cash, where is it going? Why isn’t it all on the P&L? The statement of cash flows brings those two reports together and shows how much is coming and how much is going out. Net change in cash- if it’s negative then the business is spending more cash than what it’s bringing in Have a cash reserve- equipment breaks, sales dip, employees need to be hired, natural disasters. How many months should a shop have? 3-6 months Connect with the show: Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: NAPA AutoCare’s PROimage program makes it easy for you to make the most of the NAPA brand. A PROimage upgrade lets you maintain your shop’s identity as a reliable, locally-owned business while letting your customers and potential customers know you’re partnering with NAPA, the most recognized and trusted name in the automotive aftermarket. AutoCare Centers that have completed a PROimage exterior upgrade enjoy an average 23 percent sales increase during the first year. You can also choose to go PROimage on the interior and transform your customer waiting area from merely utilitarian to warm and welcoming. You can even get a free look by visting www.NAPAAutoCare.com and clicking on the NAPA PROimage link under the NAPA PROimage tab. Of course, the AutoCare site is also the place to go to find out about all the advantages being part of the NAPA family has to offer. https://aftermarketradionetwork.com Click to go to the Podcast on Remarkable Results Radio

Guest Host Michael Gallini, Eurauto Shop, Plano, TX. Michael's previous episodes HERE Virtual shop tour with Kristi Hudson, Troy Auto Care, Troy, MI. Kristi's previous episodes HERE Weekly episode updates Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE. Keith Perkins has been in the industry over 15 years, serving in various capacities, including; engine machinist and assembler, dyno tuner, diagnostic technician, instructor, technical information specialist, and many more roles through the years. He currently operates L1 Automotive Diagnostics and Programming LLC a mobile module programming, diagnostic, immobilizer solution company, Keith also operates the L1 Automotive Training company that offers advanced level automotive training on-site and online at www.L1Training.com. Keith holds the title of ASE Master Certified L1 Technician, holding ASE certifications: A1-A9, L1, L2, L3, X1, P2 and various other industry certifications, he also serves as a Subject Matter Expert for ASE. Listen to Keith’s previous episode HERE Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE. Key Talking Points Your favorite scan tool(s) Keith Perkins Web site: l1training.com Keith’s and Matt’s preferences on scan tool by platform Shops need to support their team with an investment in scan tools and subscriptions to sites to help support their use and application of them in diagnostic work and challenges Scan tools in general do not program. There is a difference between a scan tool and a diagnostic platform Scan Tools Part 1 Scan Tools Part 2 Thanks to Matt Fanslow, Keith Perkins and Bill Nalu for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

Patrick McHugh always tinkered with ‘stuff’. His dad bought an ’85 BMW. They learned all about that car together. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the CAR. At 15 years old he started working in an airport, doing odd jobs, to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license Patrick attended Purdue University where he studied aeronautical technology. He kept flying and earned his instrument license and became an instructor. He loves to teach. As fate would have it, he became a pilot upon college graduation from Trans State Airlines a regional carrier for United. He was based in Richmond Virginia. With normal pilot downtime, he continued to tinker with BMW’s. He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. There were too many cars in the driveway, so he had to decide to stop or go into business. Bimmer Rescue was created in 2008 in Richmond Virginia and generates a big portion of its business through referrals. They earn their business through their professional service and attention given to each customer. Patrick’s goal is to develop a relationship with BMW, Mini, Audi, and Volkswagen owners that allows them to get the maximum amount of value from their vehicle rather than buying a new one. Listen to Patrick’s previous episodes HERE. David Askwith, Managing Director, Auto Stream Car Care, MD. David oversees all of the daily sales, operations, personnel and marketing functions. Responsible for six locations, with 39 bays and annual revenue of 9.4 million dollars. Responsible for 11 direct reports with a company of 53 employees. Jon Kloosterman, Director of Operations WestSide Auto Group, Zeeland, MI, 3 Locations. Jon started in the Automotive Industry in 2008 as a General Service Technician for Westside Auto Group. In 2012 he became a full time Service Advisor as Westside Auto Group expanded their original location from 3 to 7 bays. He has been part of Westside Auto Group's growth process holding Manager positions in multiple locations. In 2020 he became the Director of Operations for what is now a 3 location operation that serves communities in West Michigan. He holds multiple ASE Certifications and has had the opportunity to serve on multiple different panels in West Michigan's Independent world. Key Talking Points Transformers Institute- Dan Taylor stood on a table about “Transformational Coaching” Annual emotional intelligence review- what are your accomplishments? What are your misses? What do you want to do better? Obtain their feedback and learn about the goals they want to achieve. All-encompassing. “Sitting on the same side of the table together.” Employees feel a part of the business processes/procedures. Ownership of their own growth. Let people write their own story, this will be the easiest path for them and you. Don’t push a square peg round hole. Leaders encourage feedback. Practicing active listening: "Unpack" what people say. Get used to saying, "What did you mean when you wrote XYX" or “Can you please expand on this statement.” Listening doesn’t always mean you sit quiet, you also guide them along the way. As an owner take notes and start the employee on their goal paths. Goal posters- dreams and visions. Walk alongside your employees. Believe it will work before you implement it. Listen to what your coaches and coaching groups are saying. Start with the employee you’re most comfortable with first. “Write your own story” to grow in the shop A special thanks to Patrick McHugh, David Askwith and Jon Kloosterman for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter LinkedIn Instagram Youtube Email Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more. Click to go to the Podcast on Remarkable Results Radio

Advancing the Aftermarket. Of late there has been a lot of dialogue around my circles about being paid for the value you give and bring to your customer. I recently saw a survey of shops whose sales averaged $750,000 yet their net operating profit was only 2%. That is only a $15,000 average net operating income before tax. This troubling stat begs the question: How do you continue to invest in the business and even provide a living wage for you and your team at that level of profit? 98.9% of shop owners that I asked about raising their labor rate told me that they were the one who was most affected by the change. (their hesitancy and the pressure is all unjust) Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Click to go to the Podcast on Remarkable Results Radio

Bryan Stasch, Vice President of Product and Content Development, ATI. Bryan Stasch began in the auto industry in 1984 as a technician before becoming general manager at a national franchise store and eventually sharing ownership of three successful auto repair shops. In 2000, he joined ATI as chief instructor and became deeply involved in developing and presenting all aspects of ATI’s coaching and training programs. In 2006, he became head of ATI’s member fulfillment department, overseeing all ATI coaches and related administrative staff. In 2019, he took on the role of VP of Product and Content Development, an area of expertise that he excels in. Key Talking Points Four words of death – “I don’t have time”. Don’t have time to focus on the things that create market value. Where does the sale price derive from- The profitability of the business, the owners take home money, times a multiplier of 2 or 3, is what automotive repair shops are selling for. N.O.P. (Bottom line and owner’s salary (expensed) if not part of production) + Interest expense + Depreciation + Amortization + Toys + One Time Expenses + Discretionary N.O.P. = Owners Cash. (Average of last 3 years) Multiply times 2.5 (?) = Sale Price Get the shop ready for an exit (planned or unplanned)- considering hiring a coach during the process and transition. The coach is your insurance and holds the owner accountable. Build a model you can duplicate so someone other than the owner can run. Could your business survive 60 days without you? Train others so the business isn't dependent on the owner. Develop a second in command. Get systems and processes documented. What is goodwill? Once the sale price has been determined that number is broken down into assets and goodwill to determine who, and how much, is paying taxes. Sale price, minus assets, equal goodwill. What does walk away money look like- Selling Price (100%) Broker/attorney (10%) Debt (10%) Taxes (20%) = Walk Away (60%) Owning property- using it as a retirement plan. Could sell the business and become the landlord for recurring retirement income. If you want to sell the property it should be two different transactions. Get the owner ready- what’s next for them? What do they need for retirement? How many years are planned for retirement? Is your family ready? What are their expectations? Get shop ready for the market: Financially-Maximize Owner’s CASH (Clean P&L), Drive Sales, Gross Profits Dollars and NET Dollars, 3 Years’ worth of Financial Data to PROVE IT. Operationally- Crew and Culture, Process Book/Operations Manual, Software and Equipment Thanks to Bryan Stasch for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter LinkedIn Instagram Youtube Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. https://aftermarketradionetwork.com Click to go to the Podcast on Remarkable Results Radio

Guest host, Mitch Schneider, Mitch's World and "Misfire the Book” Mitch will speak to the 5 levels of knowledge and concentrates on the 5th; “You Don’t Want to Know What You Don’t Know”. Mitch's previous episodes HERE Virtual shop tour with John Constantin, Bison Fleet Specialists, Buffalo, NY. John's previous episodes HERE Weekly episode updates Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Look for Sara’s previous episodes HERE. Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry. Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry. His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry. Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002. Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes HERE. Key Talking Points Boomer’s Perspective Show up, shut up, get to work Hard work means long hours Why is this taking you so long? Move out of the way, I will do it myself I will let you know when you do anything wrong The best employee will be just like me. Millennial Perspective: I want to tell you about my weekend or night and hear about yours Don’t do my job for me, it tells me you don’t think I know what I am doing or am incapable I want to know what the business contributes to and donates to and supports in the community- does it have eco-friendly practices in place I want to be paid enough and fairly I want to be treated fairly regardless of gender, race, sexual orientation etc. I want a strong leader, to guide but not do the work for me I want a comfortable and safe working environment I don’t need a ton of supervision but like to be occasionally checked in on I want flexible hours, and want to make enough money without working overtime I want my voice, opinions, suggestions, to be heard and at least considered I want to be part of the team- working together and building each other up, no competition amongst the employees Boomers and Millennials Together Don’t judge what each other what they’re doing, judge what they’ve done/produced- are they meeting deadlines? Getting work done? Meeting expectations? Millennials want constant feedback and review, let them know when they do well and poorly- boomers never had constant reassurance and might not know how to give that feedback and how important it is. There are many things to be thankful for, make sure you voice it. Seeing someone struggling- boomers take over instead of teaching the employee and using it as a learning experience. Delegate jobs and tasks. Happy and healthy business culture is more important than an increased dollar amount somewhere else. Giving unhappy employees more money is a short-term fix that wears off. “Hard work is long hours” for boomers, work hours to millennials can be condensed down. “Nothing is more important to me than my job” Boomers vs “There are things more important than my job.” Millennials Boomers will complain about an employee’s shortcomings to everyone except the employee which will bring down the business culture. Millennials want to have conversations about issues and the leader should initiate teaching moments. Is the employee the problem or is the owner not setting clear expectations and training properly? Thanks to Sara Fraser and Bill Haas for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/Hy-g7JKTihI Chris Chesney is the former director of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes HERE. Jay Huh, CarMedix, Durham, NC. Jay started his business in his home garage in 2015. He didn’t have any mechanical experience but felt there was a need for an honest affordable mechanic shop. Fast forward to 2021, CarMedix has grown into a 10 bay facility and did over $1 million in sales last yr and tracking over $1.5 million this year Brad Pellman, Pellman’s Automotive, Boulder, CO. Brad first started working in the automotive industry at the age of 15 and over his career has held a wide variety of jobs at both dealerships and independent repair shops. In 1995 this dream of owning his own shop became a reality when he opened up Pellman’s Automotive in Boulder, CO with his wife, Lisa. Brad is ASE master certified and AAM designated as well. He is currently on the Board of Directors for ASE and ASA Colorado, with past board involvement with CCPN and the TECHNET Automotive Council. He has had the added privilege of being designated as one of the Motor Age Top shops in the country. And hopes to continue to raise the awareness and importance of Independent automotive repair across the country. Brad’s previous episodes HERE. Scott Brown, Cardinal Plaza Shell, Springfield, VA. The second-generation owner of Cardinal Plaza Shell, a 2,700 square feet, 5 bay independent repair shop and LEVEL 5 Solutions, an automotive technology company. Celebrated 50 years in business during 2019. Scott is a Member & Past President of Virginia Automotive Association, Member of Car Care Professional Network through the ACA. and founding partner of the Blue Ocean Buying Group for independent repair shops. Listen to Scott’s previous episodes HERE Key Talking Points What was the most rewarding experience in your career? Had already started scaling a virtual studio prior to COVID 19 shutdown and was able to launch virtual classrooms. How did you start your Allstar network of surrounding people? Connected with people through internet groups at first. Listened intently to people’s attitudes and passions. Advice- pay it forward, remember the basics, be servants in the industry for others How important is it to have personal relationships? Businesses grow through personal relationships. Don’t be worried about hurting someone’s feelings or being transparent when times are tough. Technology changes but you always have 24 hours in a day. Do the right things at the right time- manage that time well. Do you have any regrets? Ideas that weren’t put into action but if you sit long enough you’ll find regrets, don’t sit on them. Service ready shop- specialization is necessary for the future. The challenge is the critical need to ensure the technicians have the skills to be able to solve problems. Competency. Technician shortage- creating a specialist/career path for the younger generation. Hold people to standard with training. Create a personal relationship with vocational school instructors and offer support. Offer to tell your story of how you started in the industry. Invest in the people you already have- growing with skills that meet your business model. Erosion of technicians- is this all there is? Is this all I’ll ever do and be? Are you charging enough so you can pay your employees what they are worth? Full EV disruption- CTI has created EV content for training (virtual and hands on), EV is a disruptor but where? Market location, and how you prepared prior (first Prius is 20 years old). Challenges- EV doesn’t only mean battery electric vehicles, most will be hybrid. Infrastructure issues for charging and hydrogen. What’s next for Chris Chesney? He isn’t leaving the industry A special thanks to Chris Chesney for his contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook Twitter LinkedIn Instagram Youtube Email Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few? Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop. Visit www.getbroadly.com/chat to learn more.Click to go to the Podcast on Remarkable Results Radio

The future of the aftermarket depends on having an apprentice program at every shop in North America. The more you know and hear apprentice stories, the closer you are to start you own. Link HERE to all apprentice episodes. The Panel: Garrett Geisler, Shop Foreman, Dynamic Automotive, MD Ricky Shontere, Apprentice Graduate, Technician, Dynamic Automotive, MD Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE. Key Talking Points Create the environment you desire- businesses don’t run themselves, people (leaders) run businesses. You don’t always get what you want, but you always get what you choose. Are you choosing to be in the weeds of business every day or do you want your business to run without you? Determine what you value and your culture will follow. Transitions in the business- be an owner, you hired employees to do a job so let them. Train them well so they can leave, but treat them so well that they don’t want to. Don’t micromanage. What I’ve learned- learn from everyone no matter what their status or level is. Everyone learns based on their experience, knowledge, and skill. Allow people to grow, owners are often the biggest obstacle. Think about the vision, cast the vision, and let your employees make the vision. lifted burdens- watch people grow from where they are to where they want to be. Don’t create more work for you as an owner, grow employees. Employees who lead- should be taught the responsibility they have of leadership no matter their position. They will continue to grow. Your business is only as strong as the weakest employee. They need to reflect your values. Your responsibility as an owner- coachability, valuing people, mentors, communicating vision Leadershift- based on the 15 laws of growth written by John Maxwell. 15-week course for employees of businesses. Grow employees in their current roles. Owners choose who their leaders will be based on current behavior. Leadership is learned, everyone has the ability. Thanks to Garrett Geisler, Ricky Shontere, and Dwayne Myers for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter LinkedIn Instagram Youtube Email Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover. Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com.Click to go to the Podcast on Remarkable Results Radio

Advancing the Aftermarket. We have amazingly smart people in our industry. If anyone would ever say that the independent automotive aftermarket is made up of car fix hobbyists who just want to fix cars, partially true but you and I know better we are working hard to run great businesses, employ top people and keep the transportation needs of our customers safe and reliable. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee Click to go to the Podcast on Remarkable Results Radio

Guest host, Sam Craven, The Garagisti, Houston, TX. Sam shares his thoughts on culture, measures, and customers. Sam's previous episodes HERE. Virtual shop tour with Lee Forman of Dynamic Automotive, New Market, MD. Lee's previous episodes HERE Weekly episode updates Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/Tour Click to go to the Podcast on Remarkable Results Radio

Christina Modesti began her career path in retail sales, management, marketing and advertising in the totally awesome 80's. With a passion for entrepreneurship, Christina bootstrapped her way to success by becoming a pioneer in the new (and virtually uncharted) territory of eCommerce selling her handmade products around the globe. Working in many different industries since then, Christina has spent the past 13 years as the Marketing Strategist & Director for Modesti's Car Care Center helping them expand their brand both online and offline. As trends in technology come and go, Christina has always stayed on the cutting-edge of digital marketing by continuously updating and refining her skills. Now, she helps other businesses reach their full potential using today's most effective strategies in marketing and advertising. Christina brings her heart-centered work ethic, outstanding customer service skills and decades of experience to every client relationship so you can maximize your impact in the marketplace and explode the growth of your business! Key Talking Points iOS 14 changes; why it’s not all gloom and doom for advertisers- disagreement over who owns the information. Opportunity when login and refresh apps - pop up screen to provide permission for “tracking.” Most people opt out but the information is still there. Every advertiser is being affected equally. Opting in allows you to see ads more relevant to your interests. Facebook tracking- every click, video watch, and comments are all collected How FB ads complement direct mail campaigns (different audiences, direct vs indirect advertising) Magnetic Ad creative that converts- ads that don't look like ads, still personal photos with action involved, videos with motion (raw videos that are candid can capture people even more, audience can relate to it). Creates trust with customers prior to meeting in person. COVID 19- the attitude of being essential should never be over Lead Gen strategy that works: Copy/Video that tells a story to a cold audience combined with retargeting a warm audience with a killer offer Target ideal customers - get specific on who you serve. Run campaigns to owners of certain makes/models of vehicles, people with certain interests (dog lovers, business professionals), target people’s birthdays. Don't BOOST posts from your FB business page! Little to no results, no data collected, limited on your target audience. Use your ad dollars on the ads manager section. Types of ads that work well for local businesses: Brand Awareness (provide value or information with no call to action; get to know us, meet the team, behind the scenes, customer testimonials, tip of the day). Deals/Offers (general coupon/discount, specific services/products, etc.) DYI marketing campaigns- is it the best use of your time? Should you hire? Google ads: the modern-day yellow pages, the best use for people in the moment of need. Thanks to Christina Modesti for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever. This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm Click to go to the Podcast on Remarkable Results Radio