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Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest. I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes HERE. Key Talking Points: Accountability must be in the drinking water of organizations. Year-end is the time to have quality time with your team to share developmental needs and accomplishments. There is a fear to sit with your people to discuss their behavior and contributions to improve themselves and the organization. “The basis of all relationships in life is trust.” “True friends are blessings.” Find the training programs to help develop your people. We’ve gotten feedback throughout our lives, for example, a report card and/or a grade in college. When you move forward in life and in business you need help to change your knowledge and behaviors. “The truth will set you free”. Silence is not feedback. People want feedback. We do not give enough compliments. They are free. They have to be sincere, they have to be genuine. Reviews/feedback needs to be one on one and it needs to be two way. ‘Give me feedback on how I can Improve’. You must treat everybody as an individual. You can’t have a base of trust without clear expectations. The people side of the business gets pushed down. If you take care of your people you’ll take care of your customers. We get the tone of the organization from the leader. Millennials want feedback daily. If not you are not going to retain them. Wage increases should not be discussed at a performance review. They are two different conversations. Find a quiet neutral setting for your review. Don’t sit behind the desk. Give a week advance. Bring notes with you so we can have a give and take dialogue. Confirm with your report a few times during the week. Never provide feedback or offer promotions via email or text. Every company needs to have their values posted everywhere in the business. Culture drives strategies. You need to understand your team members personal goals. We can do anything we set our minds to. Give the human credit. There is potential in every organization that is underutilized. Find your human potential. Start an idea committee. Resources Mentioned: Link to the article “You Can’t Handle The Truth” Thanks to John Passante for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

During Gary Smith ’s career, he worked as a technical field engineer and warranty audit consultant to OEMs and dealership groups in the late 80s and 90s, this experience uniquely positioned Gary to form GSS Enterprises, Inc. in 2000. Today, he focuses on technical training and shop support. Gary’s business, Auto Master Training creates technical manuals, training classes and web-based training for shops, dealerships and multi-store franchise groups nationally. As a contributor to the curriculum at BG University, Worldpac Training Institute, and other schools and businesses, he has worked with many organizations over the years to create specialized technical subject matter courses and has worked to develop internal train the trainer and web material for automotive companies. He currently travels for Worldpac Training Institute and Car Quest Training Institute as an instructor teaching several of his drivability related subject matter classes. Gary specializes in teaching advanced diagnostic techniques and methodology; including physical testing (Drivability, Lab Scopes, Pressure Transducers, Scan Data and 5-Gas Analysis), signal acquisition & analysis, fuel, and lubrication technology as well as vehicle communications data bus diagnostics. GSS Enterprises, Inc. is an authorized distributor of Launch, Automotive Test Solutions (ATS) and Drew technologies product lines. Gary believes that support after the sale is paramount to be successful at technician development. He actively supports his customers with the automastertraining.com (see link below) hotline which supports hundreds of shop technicians with on-car remote technical assistance. His hobbies are restoring antique vacuum tube testers and radios from 1910-1950, feeding his audiophile addiction for powerful tube amps and he is a level 4 Extra FCC licensed HAM Radio Operator, call sign W1FES. Key Talking Points Knowledge of electricity is the single most important requirement in repairing today’s high tech vehicles. Newest class is drawing technicians to class by wrapping up the words advanced in the title. Many technicians have never been to a basic electric class. Survival in today’s repair environment is to never cease your study. You must continually train. Must train on all areas from business to vehicle components. We must be curious in order to solve problems. Techs that attend training must go back to educate the rest of the team. When you teach you learn. The Rolls Royce diagnostics story using a lab scope modeling the circuits not having service information. Gary collects vintage radios. In school, we learned about Edison, but there were many other geniuses that contributed to understanding electricity. Arthur Athwater invented ignition coils for Henry Ford Edward Weston figured out how to measure voltage, current and resistance with a created a voltmeter in a calibrated exact fashion. He dominated the industry with test equipment. (circa 1893) Link to Auto Master Training.com Resources Mentioned: Thanks to Gary Smith for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas, Texas for the last 5 years and is an expert at software development who understands what customers want in a digital sales process. He came from the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. Chris worked for companies that understand the marriage of service and software and have applied it in an effective way. After opening his shop, he founded autoflow.me, a workflow and communication solution, specifically to give his shop a competitive advantage. As he talked to more shop owners he realized there was a need for better technology and has since worked toward helping the industry embrace and move forward with it. Listen to Chris’ previous episodes HERE. John Burkhauser is currently employed at BOLT ON TECHNOLOGY as the Director of Education, a job that allows him to use a lifetime of learning experience day in and day out. John dreamed of being a meteorologist but found out college wasn’t for him. When his car failed the state inspection, that was the day his career was decided on. John went to Pennco Tech to attend the Auto Gas and Diesel program. After graduation, John started work in a dealership where he went from a “D” technician to an “A” technician in a few short years. He also added shop foreman to his resume. During this time, John became certified as an ASE Master Technician and Advanced Level Technician which he still maintains. Crossing to the other side of service, he became a service adviser winning the Ford Silver Medallion award. He then became a Service Manager for a large dealership. John also worked in the independent aftermarket. He then applied to be an instructor at a post-secondary automotive training school where he taught basic electrical and HVAC courses for the better part of ten years. Fortune would change his career path again when John learned about BOLT ON TECHNOLOGY and became part of the team. Listen to John’s previous episodes HERE. Pete Rudloff is a national automotive instructor/advisor, ASA volunteer leader, nationally published technical writer and owner of both Pete’s Garage, Inc. and Blue Collar Technologies, Inc. in Newark, DE. Pete has a passion for raising the bar for the auto trade and a reputation as a friend to the general auto repair shop with many calling themselves Pete’s customer. More than just a guy who fixes cars, Pete is out to change the auto trade and how vehicle owners view auto shops with his new FlexCheck Auto Digital Vehicle Inspection Software. Listen to Pete’s previous episodes HERE. Key Talking Points: DVI is so important because it will increase the transparency with what is going on with their vehicle. More and more people want to be in control. DVI allows you to maximize opportunity with each vehicle that comes into the shop. DVI is not going away. It is like a smartphone. ‘Everyone has one’ DVI penetration is only about 10%, however, it is the norm today. There is no excuse not to DVI. It is not going away. Sop ignoring that this is a fad. DVI bring the vehicle in the bay to their home or office. Adoption rate issues: Change Fear Battling priorities (fire drills) DVI is a major change. It has a major impact on the business. You need to be prepared. Lay your plans and vision to adapt DVI over the next few years. Let your people know. Involve your team to improve your engagement. Get your teams feedback and buy-in. Get them to kick the tires with you. Time is necessary to get full adoption. Leadership/Management must take a strong lead in the implementation of DVI and stay engaged with the team not only during integration but into full adoption and as a system. DVI’s are comprehensive and have so many features. You must be a perpetual student to be sure your DVI systems features are being considered for your company. Look for a DVI company where you find a fit for your culture. You need a lot of force and momentum to get through implementing DVI If you adopt early you gain a competitive advantage. Consumers will demand this in the future and force you to have DVI. Become the leader in your market. You will have pain in the implementation but fight through it. DVI is the single biggest thing you can do for your bottom line. Resources Mentioned: Thanks to Chris Cloutier, John Burkhauser, and Pete Rudloff for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

The Panel Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Keith Perkins has been in the industry about 13 years, serving in various capacities, including; machine shop experience as a cylinder head machinist, cylinder block machinist, lead engine assembler, and engine performance tuner. Outside of the Machine shop, he has been a diagnostician at independent shops, contract trainer for independent shops and parts suppliers, a General Manager of a parts store and he has supported over 200 shops as a Nissan/Infiniti technical information specialist. Keith is a member of the Trained By Techs group and currently serves as diagnostician, programming and security specialist for Christian Brothers Automotive, he also operates a diagnostic, programming and security training company (L1 Automotive Diagnostics and Programming). Keith holds 14 ASE certifications, and also serves as a “Subject Matter Expert” for the ASE A1 test. Keith has a passion for supporting professionalism in our industry, as part of that he pushes young and seasoned techs to get ASE certified. Keith says out of all his certifications and accomplishments he is most proud of his “Value of Life Award” he received for successful life-saving efforts on a civilian while in the line of duty during his hiatus from the automotive industry with the Colorado Department of Corrections. Tomi Oliva is the owner and operator of San Jose Automotive Center in Chicago, IL. He grew up working in the family business. The primary business back then was tire related, but they did venture into some general repair. This is when Tomi realized what he was going to be when he grew up. For Tomi, the tire side of the business was a chore but once he got a taste for the repair and technical side of the automotive service business, he knew his professional direction. Tomi was hooked. So much so that he went against his father’s wishes and attended UTI Glendale Heights where he graduated in 2004. After graduating, he worked for a Nissan Dealer for a while before returning to Chicago to take over his Father’s Tire Business. If you guessed that Tomi would probably convert the tire shop into a full general repair business, then you guessed right. San Jose Automotive Center is now an automotive general service business and has been since 2015. About two years ago, Tomi started attended technical training and meeting others that shared his same passion for diagnostics. The relationships that Tomi developed from these courses and training events have opened doors to some awesome opportunities. To say that Tomi is satisfied with his career choice and industry involvement would be an understatement, but he’s just getting started. Mario Rojas picked up a wrench for the first time 10 years ago, after watching someone do a brake job. He landed a job at the local repair shop a couple of years later after doing brakes, belts, hoses, and suspension work out in the street. That shop sent him to a small electrical theory class and he became fascinated with it. He studied every magazine, every YouTube video he could get his hands on and one by one took and passed his ASE tests. Once he received his L1 certification, he was fortunate enough to find a reputable shop. They allowed him to create a YouTube channel. His goal is to share with and motivate techs of all ages but to especially motivate the younger techs in the industry. He hopes to share as much knowledge as possible in the same fashion that he was fortunate enough to acquire it. Key Talking Points: We need to stop the loss of our talent and engage the technicians of the industry through building a strong network. Many technicians don’t know about another level that they can aspire to. Many don’t know that being a lead diagnostician can be profitable. Techs do side work because they are not being compensated properly. Trained By Techs is working tirelessly to reach technicians that have not been to training. They have an open mike weekly on the zoom meeting platform. As a technician who works for a shop that does not pay for training, you will have to pay for your training. Come back to the shop and share and show the owner the value you’ve received and that all in the shop can benefit and will be split your next training investment with you? Do our shop owners really know what is going on in training classes? Every technician class should also be attended by shop owners and service advisers. There is a need to create a manifesto for techs that will outline and create a training commitment inside their shop. It is time to pull a training commitment from shop owners. Part of being hired at a shop you must require training. Resources Mentioned: Thanks to Keith Perkins, Richard Falco, Tomi Oliva and Mario Rojas for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

The Panel: Dean Bailey, President of King’s Auto Service, Inc started working on go-carts, cars and lawn mowers around 11 years old. He started working at a family owned shop at age 16, Pipers Automotive after school. He began night school at Wake Technical Institute after work in the Automotive Program about 1977. Around 1981, he left Pipers after learning a lot of hands on that help apply the theory from Wake Tech. At this time, he started working for King’s Auto Service, Inc. His great Uncle, Linwood King started the business in 1946 after returning from the Pacific in WWII . He bought the business from a cousin, Delmer King in 1991. They are the oldest independent shop in Raleigh. Dean is an ASE Master Tech L3. Doug Rogers who is the owner of Autohaus Import Service got in the industry in 1978 because he needed a trade that didn’t involve working outside, or working with his feet off the ground. He worked 25 years as a tech in a dealership, before opening his shop in 2003, at age 48. Key Talking Points: Don’t use the technician shortage as an excuse. Start looking for one. Don’t be a run of the mill shop. That is a draw to a potential employee to want to work at a stop shop. Your business culture will help attract the right type of team member. Look for people from the IT industry. Techs of tomorrow must be able to diagnose complex problems. Dean found an IT person and implemented a grow your own tech program The business culture creating a team is critical to a business. Learn to put yourself as CEO at the bottom of the pyramid and support your team. The CEO sets the attitude of every day. Fix any problem you see from your team that is out of the ordinary. Stop micromanaging. Let your people make mistakes. Doug wasn’t happy with his results so he knew he had to change. He has a great group of keepers Becoming a stronger leader was the key for these shop owners Joined 20 group Pushed for improved culture Learned to fix ‘me’. Then everything flows in the right way. You’re never too old. Embrace autonomous cars and get them to your shop for repairs. A new business model will transform. Having a niche will be important in the future. Resources Mentioned: Thanks to Dean Bailey and Doug Rogers for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Gary Summerfield started in the business in the early sixties pumping gas and doing general service station work. He opened his own service station in 1975 and received training from Shell, Sunoco, and Exxon. Gary built his first garage in1990 and opened a second location in 1993 and his third in 1998, the fourth in 2002 and built a replacement facility Waxhaw in 2013. Gary also had a large towing service from 1979 and grew it to 14 units. He closed it in 1999 sold the equipment and focused on the repair business. He credits his success to attending training classes and required employees to attend also His business grew to 6 million dollars in total sales per year. Gary was to sell two locations with an offer he could not refuse. He also sold his Hybrid shop and repair and another location to his general manager and the fourth location to a towing service. He is now a landlord but is considering building a new location for my youngest son and helping him run it. Don Griffin started building transmissions in 1980 at a dealership. he left there in a year and worked interdependently for two years, then went back to a dealer. In 1983, he went to another independent shop until 1992 when he decided he wanted to rebuild transmissions his way and wanted to do European and Asian units. He taught himself the electronics on those units when other shops didn’t want to bother with them. He made himself a name that he could fix anything foreign or domestic. His time in the shop was from 1992 until 2016. He had built a building in 1999 and still have that leased out. He was the one that can safely say he did it his way. Tommy Kendal was born in Columbus County in 1939. He moved to Cumberland County in 1944. He lived on a farm and worked at a dairy until 1958 when he graduated from high school. He went to Danville Technical Institute for a 2-year auto mechanics course and in 1960, he graduated and went to work at H&L Auto as a mechanic. During 1978, he took and passed all 8 ASE certification tests and received their Master Automobile Technician certificate. While in 1990, he moved up to management and during 1995, he passed the L1 Advanced Level test. He still enjoys working on cars. He really enjoys that more than management. Key Talking Points: Retired shop owner regrets Running every aspect of the business yourself. Not planning ahead for a succession plan. The legacy they’re leaving behind The mindset that customers enable you to pay your bills and feed your family- need to always go above and beyond for them. Take pride in what you do. Still helping shops Information source- parts and vendors. Business advice- margins, bottom line. Reminder for constant training. Technician pay Cannot have the stereotypical mindset that entry-level techs live at home without spouse or children. Entry level 50-75K salary- entry level need to have an understanding of electronics, shop owner needs to charge to compensate. Important to hire the techs that are passionate about the industry. Resources Mentioned: Thanks to Tommy Kendall, Don Griffin, and Gary Summerfield for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Edwin Hazzard is a business owner, mobile diagnostic tech, automotive instructor and currently, a contributing writer for Motor Age magazine and automotive service professional magazine and has been an auto tech since 1984. Key Talking Points: We interviewed at ASTE 2018 in Cary, NC where Edwin taught a few classes. Sees a diverse age group in class. Refreshing to see the commitment to give up their time to educate. The techs who are coming to training want more of it.. 20 years as a mobile diagnostic tech in NY state and in South Carolina. Four years as a trainer for Carquest Technical Institute. Instructor for Ulster County in NY for high school Automotive Training. Moved down south, continued being mobile diagnostics tech. Also works part-time at a truck shop. Contributing writer to Motor Age. Spent a few years as an instructor for Carquest Technical Institute (CTI). Daytime training is a trend that must happen. ADAS is coming. Get in the know. Don’t ever discount the tech specs on vehicles. You’ve got to read to be able to diagnose. Passion for training. Need to enjoy what you do for a living. Sees diverse age group in classes. “Don’t update, you evaporate” – Tech’s responsibility to get trained. Need to stay ahead of new technology, improve career and increase pay. Cost of training is an investment. Mobile tech Needed because of lack of training/equipment in shops today. Techs are skipping steps. Will explain to tech after completed the fix on what was the problem was and how it got fixed- mini training session. Resources Mentioned: Thanks to Edwin Hazzard for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Pictured above, Robert Griffin, Mike Reynolds and Shane Steele (left to right) Mike Reynolds is the owner of Mobile Automotive Service Solutions in Charleston, SC as well as an automotive technology instructor at Trident Technical College. As a diagnostic specialist, he holds certifications as an ASE Master Technician (A1—A9, X1), and is an Advanced Level Specialist in engine performance (L1), and Hybrid/Electric vehicles (L3). You can find his technical articles published in MotorAge magazine as well as case studies he has written featured in many aftermarket training seminars. Attending an average of 45 training hours per year helped him to become proficient in vehicle diagnostics on American and Asian vehicle lines. Shane Steele is a Chrysler Certified automotive technician at Hoover Dodge located in Summerville, South Carolina. Shane is twenty-four years old and has worked for Chrysler for four years. Along with his Chrysler certifications, Shane has also received his certificate in Automotive Technology from Trident Technical College. Prior to becoming an automotive technician Shane served in the U.S. Army National Guard and served one tour of duty in Afghanistan from 2013-2014. He completed his military contract in December of 2017. Shane plans to use his military experience, shop skills, and knowledge to open his own automotive business in the near future and help contribute to the aftermarket auto industry. Robert Griffin is the shop owner and technician at Griffin Transmission in North Charleston, SC. He is certified in transmission repair and diagnostic from the local community college (Trident tech) where he also instructs night classes when needed. At the shop, Robert is responsible for managing customers, cars, and employees. He is lead transmission diagnostician, and former lead transmission builder, working on training fellow technicians in the shop to be able to properly diagnose transmission and driveline issues. Robert has a strong commitment to technician training. Incentivizing his technicians to seek training and continuing education. His shop attends several different training groups each year. Key Talking Points Aftermarket training Different ways to diagnose problems, scope training Tech shortage Start at the bottom and can be difficult to see long-term future Dealerships often discourage new techs from joining and making a career in industry- feel threatened Need to create a sense of pride in work- fun, challenging, certifications Tech shortage solutions Shop owners need to see value in training for techs- instead of calling mobile diagnostician could be training on staff techs Shop owner buying technician tools- tax write off for the owner, possible contract for the tech to own tools after so many years Tech retention Paid training Mistakes happen in a shop- how you handle it is what makes the difference. Be a team player. Resources Mentioned: Thanks to Mike Reynolds, Robert Griffin and Shane Steele for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Darren Garlock started his career in the shop pushing a broom, pumping gas and washing cars. At 18 he started full-time and worked his way up through the company from Lube Tech, Towing Operator, Mechanic, Service Advisor and now Owner. In 2015, Darren and his brother, Dan, bought the business from their father and have expanded it into 3 locations. Now called Silver Lake Auto & Tire Centers, the company focuses heavily on both employee culture and earning customers’ trust – treating their employees and customers the way they want to be treated themselves. Key Talking Points Advice on succession planning inside the family business Have patience, work together and keep the family as number 1 priority, be ready for it Expanded to 3 locations total Keep locations uniformed so employees can interchange if needed All 3 locations have own concierge service 20+ free loaner cars between all locations and concierge driver at each location Culture and values within the company Trust- Employees and customers An early adopter of DVI that is now a key of their marketing An early adopter with Autovitals when DVI came out Customer’s love the feedback about their car- helps them understand and put value in maintaining a car and keeping up with repairs when they can see pictures Invest in employees Minimum of 40 hours of training per year- paid training and in-house training All service writers/advisors have gone through ATI Training Customer retention Scheduling the next service appointment when they leave- call a week ahead to remind the customer about an appointment Resources Mentioned: Link to Silver Lake Auto and Tires Center Website HERE Thanks to Darren Garlock for his contribution to the aftermarket’s premier podcast. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Shop Profile Number of locations: 3 Total square feet of all facilities: 18500 Years in industry: 40 Years of business ownership: 10+ Number of technicians: 16 Number of service advisers: 8 Number of lifts: 20 Number of bays: 24 Days open: MON-FRI Annual estimated volume: 5M Technician efficiency: 90 Technician productivity: 80 Labor rate: 127.19 Effective labor rate: 108.49 Average repair order (ARO) $: 582.94 Average car count: 177 YTD gross profit percent: 40.76 YTD net profit percent: 15 Percent Repair vs Maintenance vs Other: 45/45/10 Technician training hours per year: 40 Service adviser training hours per year: 40 CEO training hours: 100+ Specialty: We are an early adopter of technology and advanced practices. Aftermarket association memberships: ASA/BBB/Napa Autocare/AC Delco-TST/Hybrid Shop Special accreditations: My Brother Dan Garlock-AAM Master for AMI. Shop management system (SMS): RO Writer Completely paperless?; Yes Digital Vehicle Inspection: Autovitals Website provider: Autoshop Solutions Supplier marketing program: Aftermarket Primary supplier: Aftermarket Performing hybrid repairs: Yes Engaged with a supplier advisory council: Yes ASE Blue Seal Certified: Yes Succession plan: Yes Biggest challenges: Technician shortage/Changes in technology/Profitability/Parts quality/Marketing/Profititability Business coach: Yes Mastermind group: Yes Philanthropy: Ruth and Naomi/Krueger Classic Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Patrick McHugh always tinkered with ‘stuff.’ His dad bought an ’85 BMW when he was 14 when he noticed Patrick was running out of things to tinker with. 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, Patrick started working in an airport, washing planes, and mowing grass 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, earned his instrument license, and became an instructor. He discovered a passion for teaching. As fate would have it after graduation, Patrick became a pilot for 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. Cars were lining up in the driveway, so he had to decide to stop or go into business. So in 2011, he dove in head first and started Bimmer Rescue! Patrick has a real passion for the industry; not just for the day to day, but for the future as well. He teaches STEM classes for teenagers to show them career opportunities in the auto industry, hosts Women’s Car Care Clinics, and even has regular Art Shows in his shop’s gallery to support local artists. Patrick enjoys trying to change auto repair for the better and loves the great opportunities this industry offers! Listen to Patrick McHugh’s previous episodes HERE. Key Talking Points: Scoreboard “The Board” Located back of the shop. Broken down in terms of hours- hours turn into dollars, scoreboard meant to be in ‘technician language’. A grid that flows from top to bottom: Customer name and car. Incoming work (techs can see how many cars are waiting to be worked on and what’s next). Once tech gets car keys they move the card to “In Diagnosis”. “On hold” Done being evaluated, quote sent to the office waiting for a sale to go through or parts. “Ready for work” Tech’s work as a team with who gets each job, dispatch themselves. Performance tracking on other side of the board- Daily and monthly goals listed. If there is a hole in the board, something is holding up the program. Can see where shop needs to improve with processes. Improved communication and culture between office and the back of the shop. Scheduling mix of cars during the week to keep the flow. Feedback loop program for the future. PID Controller- Portion Integral Derivative (portion makes the change, integral tunes the change, derivative makes it smooth) . Example cruise control and thermostat in the home. Wants shop to always be making changes and adjusting those changes while looking ahead. Resources Mentioned: Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Link to Bimmer Rescue Website HERE Patrick’s Episode 266 Link HERE. Thanks to Patrick McHugh for his contribution to the aftermarket’s premier podcast. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

The Panel: Doug Callaghan, CEO Vic’s Service Centre in Wainright, Alberta Canada is the winner of the 2016 Auto Care Association ACE (Automotive Career and Education) award. Doug shares his story of transformation, recognized by Auto Care, that earned him this recognition. Doug made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the leadership to make those ideas and plans become reality, I was not going to let that happen. I wanted to see an increase in our net profit and a better life for myself and my team”. He continues that commitment today. Doug has experience working with disaster plans with the Credit Union Board that he chairs. Find other episodes that feature Doug HERE. David Roman began his automotive career in 1999, attending an automotive technical school at a local community college. While attending college, he took a part-time job at a large parts retailer, hoping to gain some experience in the field. This part-time job turned into full-time employment, as he was promoted to management, culminating in placement as a store manager in East Central Illinois. David discovered a passion for helping people and sharing his automotive knowledge. This passion for serving others allowed him the opportunity to successfully manage multi-million dollar operations in Illinois, the St. Louis area, and eventually Kansas City. His approach to customer service garnered him several accolades and awards, something he eventually wanted to bring to automotive repair and service. In 2012, he opened Done With Care Auto Repair with the goal of bringing exceptional customer service, transparency, and honest work to his clients. The business was started with only some savings, no prior clients, and no history. Over the last six years, David has been able to bring a servant’s mentality to helping his clients with their automotive needs resulting in loyal customers, excellent reviews, and a solid reputation. Find other episodes that feature David HERE. William J. DeBoer (Bill Jr.) is Co-owner and Vice President of DeBoer’s Auto Sales & Service. Bill has been responsible for bringing innovations in daily operations to the full-service, high-tech auto repair facility for 20+ years. Bill was able to fuse his passions for technology and cars with a Certificate in Automotive Technology, followed by a B.S. in Business Management from Penn State. He joined his family business, founded by his father three decades ago, shortly after. Today, Bill runs business development, sales, customer services, process improvement, human resources, and technician education programs. Bill is an Accredited Automotive Manager from the Automotive Management Institute as well as a CERTIFIED MASTER DEALER® from the National Independent Automobile Dealers Association. His National Institute for Automotive Service Excellence (ASE) credentials includes: Master Technician, L1 Advanced Engine Performance, P2 Parts Specialist, and X1 Undercar Specialist. Listen to Bill’s podcast episodes HERE. Key Talking Points Car count- gaining new customers Lead Generation Advertising with marketing value for customer- free report, booklet etc Target specific audience- establish yourself as the expert and trusted source, build value Can’t just rely on great service- get in front of customers on a consistent basis with pain points. Your website needs content that relates to common problems for car repairs- organic marketing without paying for keyword Delaying the sale and establish trust. Designed to target higher conversions than social and mail. Video content is strong and important as content today. Video within blog post. Two to three minutes long videos. Bill tracks anyone who visits his site. Doug is opening a brand new shop Going from two locations to one Nine bay Will need to track new people who are coming to see the shop Organic SEO. Google puts maps way ahead or other content. Social media- customers want to know about your employees and be engaged with them. They want to see you and know you before they do business with you. David Roman – Return customers spend 6 times more than first time customer The more they spend on the first visit the higher probability they will come back. Joey Coleman “Never Lose a Customer Again” Enrolled in a workflow process: (marketing automation) A welcome video, walk the customer through the process during their first appointment, follow up phone call/email/thank you card, 2 weeks send a gift, 30-60 days after custom facebook audience 90 days after reminder alert for next appointment. Using an automated marketing program (Hubspot). Build your ideal customer avatar. See podcast episodes on ideal customer HERE. Create fresh organic content: David posted a family vacation picture got more engagement than one on parts or service. You need a unique message Resources Mentioned: Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Thanks to David Roman, Bill DeBoer and Dough Callaghan for their contribution to the aftermarket’s premier podcast. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Mike Tatich and his wife Serena started TMT Complete Auto Service Center in March of 1984 in Bremen, IN. Bremen is a small town of 4,600 people with 2 stoplights. The shop has undergone many evolutions since its tiny beginning as a tire store and body shop. Mike has become a John Maxwell Leadership Certified business coach. He has a story of letting go, a perfectionist control freak, a helicopter dad, and he needs to get busier doing other stuff. Key Talking Points: John Maxwell certified business coach Started reading John Maxwell books 10 years ago Went through certification program in Florida- not one person in the program was from automotive industry Leadership makes a difference 9 out of 10 shop owners don’t believe they can take shop forward Self-limiting belief, fearful Art of letting go Father/son relationship at the shop Cannot have two different management styles within the company The average shop owner is 63 Opportunity for younger talent Advice to millennials Be consistent, build the foundation first Invest in yourself and be open – training, being in association/group, reach out to other shop owners and network Focus on being better than the previous day and step out of your comfort zone Weekly meetings with team Resources Mentioned: Mike’s son Tony Tatich episode’s here HERE. Link to the ‘BOOKS’ page highlighting all books discussed in the podcast library and many from John Maxwell HERE. Leaders are readers. Mike Tatich email HERE. Thanks to Mike Tatich for his contribution to the aftermarket’s premier podcast. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

The Panel: Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes HERE. Dave Kusa is the owner of AutoTrend Diagnostics in Campbell, CA. Dave is very active in Chapter 42 and currently serves as a board member and chapter representative. He has also helped several new shops become ASCCA members. Dave advocates with local legislators on behalf of small businesses and their employees. He contributes to TeamTalk and is a huge resource for members. He was ASCCA’s past president. Look for Dave’s other episodes HERE. Niko Sougias and his sister Julia work side by side with Charlie and Shelly to carry on the family tradition of Charlie’s Foreign Car Service, one of Downtown Encinitas’s most successful and enduring local businesses. Niko purchased the shop from his father 3 years ago. Charlie’s Foreign Car is a BOSCH service center. Niko is a member of ASCCA and sits on the connected car committee. Niko is a newly appointed BOSCH Car Council member. Also an Encinitas Rotarian. He is Married with 2 kids. Niko now operates the shop with 7 technicians, 3 service advisors, and a parts manager. Look for Niko’s other episodes HERE. About ASCCA’s Connected Cars Committee ASCCA’s Connected Cars Committee was established August 1st, 2017 with the mission to “protect the ability of ASCCA membership to do business in California, including safe, secure, and uninterrupted access to vehicle onboard systems and the required tools to fix them.” Committee members are also active in: National Automotive Service Task Force (NASTF) Society of Automotive Engineers (SAE) California Automotive Wholesalers Association (CAWA) Auto Care Association (ACA) Auto Service Association (ASA) ASCCA Government Affairs Committee Connected Cars Committee Objectives Membership Support: The Connected Car Committee supports ASCCA membership, providing: news and analysis of the trends in “connected” cars (telematics and autonomy e.g.) resources for information and training guidance on best practices Partner Collaboration: The Connected Car Committee will work with ASCCA partners, providing: feedback to partners on “connected” issues as they pertain to California representation in partner advocacy nationwide participation in “connected” related events across the Aftermarket Government Support: The Connected Car Committee will support the ASCCA Government Affairs The committee, providing: coordination on “connected” issues; at least one current member on both committees a dedicated mouthpiece (for members and partners) regarding “connected” issues immediate updates on “connected” issues that may be relevant to legislation. Key Talking Points: ASCCA Team Weekend -Reassurance and clarity after learning more about the changing cars in the industry Keynote speaker Fred Gruner- Principal Engineer at NVIDIA Any decision a person makes in less than a second a machine and robot can do it. But human brain compared to supercomputer can still out compute it Autonomous cars can learn How do you operate autonomous vehicles safely? Functional safety- A situation with the absence of unacceptable risk. Can you repair autonomous cars? Yes Security of autonomous cars will be elevated- Need to be prepared with credentials in order to access cars What’s next? Stay ahead of curve- continual learning and being ready for autonomous cars “Adapt or become obsolete” Get involved with organizations and associations Resources Mentioned: ASCCA Connected Cars Webpage HERE Luscious Garage Webpage HERE Autotrend Diagnostics Webpage HERE. Charlie’s Foreign Car Webpage HERE. Thanks to Carolyn Carolyn Coquillette, Dave Kusa and Niko Sougias for their contribution to this podcast. Leaders are Readers. Go the BOOKS page on the website. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

How To Sell Diagnostics at a Profit? This is not an easy question to answer. Service professionals must be paid for their expertise because the cost of doing diagnostics is the most expensive service you have in your building. LISTEN HERE. It is time to move from diagnostics to testing and analyzing. Every shop needs to build a premium product around testing and analyzing. You need to be known as the ‘we can fix anything right the first time shop’. Your motto: “We have the best technicians.” Your shops testing and analyzing skills is the premium product you sell and are known for in your marketplace. No need to go anywhere else. We do the research, test, analyze and discover what is wrong. We present the solution then you decide. Marketing this premium product requires a strong testing/analyzing process that both the service advisor and technician are totally in agreement with. The benefits allow the SA to confidently sell testing and analyzing. The diagnostician knows that the SA will sell the value and benefits to the customer because the process dictates the work to be done. A very strong discussion and powerful take-a-ways that will arrest the black hole in your business of profitable diagnostic time.

Fleet business can sustain your revenue during the up and down times of the year. Great advice on getting started and be willing to change and adjust as you move along. These three shop owners agree that it may be time for you to ‘Get out of your comfort zone’ and jump into the fleet business. LISTEN HERE. We talk how to recruit fleet customers, obvious reasons to get into the fleet business, the how to deal with fleet managers and the challenges of implementing and growing fleet revenue. Learn from Tom Palermo from Preferred Automotive Specialists in Jenkintown, PA, John Constantin from Bison Fleet Service in Buffalo, NY and Bill Nalu from Interstate Auto Care in Madison Heights, MI.

Barry Barret is mentioned in the above stream. Here is an interview with him worth listening to: http://bit.ly/29aLSRM Also another great interview with a service adviser trainer, Jeremy O'Neal here: http://bit.ly/28pFZWU. You can get a great feel of each of these trainers in these interviews.

Barry Barret is mentioned in the above stream. Here is an interview with him worth listening to: http://bit.ly/29aLSRM Also another great interview with a service adviser trainer, Jeremy O'Neal here: http://bit.ly/28pFZWU. You can get a great feel of each of these trainers in these interviews.

Barry Barret is mentioned in the above stream. Here is an interview with him worth listening to: http://bit.ly/29aLSRM Also another great interview with a service adviser trainer, Jeremy O'Neal here: http://bit.ly/28pFZWU. You can get a great feel of each of these trainers in these interviews.

I read a book in 2002 called 'The Rule of Three' by Jagdish Sheth and Rajendra Sisodia. Every time there was a consolidation, I thought of this book. Back then McDonald's, BK and Wendy s; General Mills, Kellogg's, Post. Today 13 years later, Staples wants Office Depot/Office Max. Does that leave but one brick and motor office supply national chain? Walgreens-Boots wants to buy Rite Aid. Will that leave them and CVS as national chains? Is a lot of this fueled by the future of e-commerce or pressure from Wall-Street.

A great story of community involvement and caring. It is what made our country so great. I'm sure there are many great stories like this and its is great to hear about them. Kudos to all that give so that other can have basic transportation.