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https://youtu.be/uPTkeE_jkDo Mike Davidson is from Parkway Automotive in Little Rock, Arkansas, been in the industry for more than 30 years and a business owner for over 18. Mike is an AMI graduate, an ASE Master Technician, he belongs and contributes to Elite Worldwide and was recognized as the Arkansas NAPA/ASE tech of the year seven years in a row. He’s been doing radio and TV over the last fifteen years talking ‘service’ in Little Rock. Mike helped start the Little Rock chapter of ASA and is currently an officer. Look for Mike’s other episode HERE. Corey Evaldi grew up in Buffalo, NY (Lackawanna). His dad had his own auto repair shop before Corey was even born. In 1988, he built the shop that is still in business today. He started to enjoy the electronics and troubleshooting of vehicles really young. During his junior and senior year of high school, He went to Potter Road Career and Technical Center and took the Automotive programs. His senior year had an automotive competition at ECC, local community college. In 2015 he returned and was overwhelmed with the responsibilities of running a shop. he was a technician, service writer, accountant, clean up person, the fireman that extinguished fires all over. He could not keep doing what he was doing. He produced 40% of the billed hours out of 4 techs. He looked for help. Found a coaching firm that really showed him what a business owner looks like. After implementing the changes, there was extreme push back from the existing crew. After standing firm on most things, change over was inevitable. Listen to Corey’s Episodes HERE. Steve Wootton is the technical manager of Ultimate Automotive. Listen to Steve’s Episodes HERE. Andrew Minkler is here from Bavarian Motor Repairs, a specialty BMW, MINI, and RR shop outside of DC. He made the transition from a master BMW technician to owner years ago and owe all of his success in the transition so far from watching the giants of the industry and taking what they say to heart. Andrew spent many years thinking that fixing cars was the way to run a successful shop with NO owner experience or knowledge. Rick White was his most recent coach, paired with the Worldpac smart groups and constantly networking with other shop owners, he thinks he has come a long way very recently. Listen to Andrew’s Episodes HERE. Key Talking Points: Listen and observe Strong communication disciplines will create and improve great work flow Watch behaviors. Sit on a stool and watch.Discover the how The frontend and communication with the customer is where it startsGet as much information Time every step in the processDiscover the rhythm Make less mistakes by measuring and slowing down or speeding up Mistakes will happen When parts arrive they are assigned to the technician and the job Anyone standing around is no good Managing work flow can be hybrid, computer/paper. Some that have switched to all digital learn to adapt without any paper Workflow screens are used from Shop Management Systems to manage expectationsPhone, tablets, big screens It must work for your shop Less work and more efficiency can be Keep in mind your people need to follow your processes. If that is done, then you can find the fixes necessary to improve your processes. Always keep in mind that you need to ask, “how can we make it better” Your team needs to be bought into the system so you can measure productivity and efficiency so you can find the positive and negative impacts You can never find the perfect plan, always be improving Repetitive tasks need to be put under a process Work as a collective group to create and improve. Then the collective group owns it Andrew uses photosync on samsung phones with each tech so they can pull photos into their DVI software Many things the front office can do to support the shop A big point if the vehicle gets in by 10:30 AM, inspection must be done by noon The best time to sell is in the morning Advisors set the table for the technician. Let them fix cars, what they do best When speaking to your customer always express the value you provide Mike Davidson has ONE QUESTION TO ASK TO THE TEAM: Ask each technician ‘What Makes You Stop?’ Take notes and see what you can improve or make better When a technician stops it stops production Look at your efficiencies to find an area of improvementAvailable, actual, billed time Discover if you need to hire more people or better tooling or training Look for duplicated work Always refine your processes. We don’t spend enough time to tackle improvements to our systems and processes. It takes a lot of time to improve and revamp The people with the answers are on your front lines, your staff.They now the problems and the answers You do not need to be the one with the answer Resources: A special thanks to Mike Davidson, Corey Evaldi, Steve Wooton, and Andrew Minkler 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 Linked In 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 This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Jamie Carlson is an Owner at Ervine’s Auto Repair and Grand Rapids Hybrid. Look for Jamie's other episodes HERE. Rachael Wacha, City Auto Repair, Gainsville, FL. Rachael Wacha was born and raised in Gainesville, FL. Her career started in the Salon industry, then to writing home and auto insurance coverage. In 2010, she started working for her father at City Auto Repair, Inc. It didn’t take her long to fall in love with the business. By 2012, she had doubled sales in a year. In February 2013 Rachael was written about in a nationwide automotive magazine. Since then, Rachael went from managing the business to owning it in 2016. City Auto Repair is a AAA approved repair facility. Rachael is currently the President of the Automotive Service Association in the Gainesville/Ocala area. Rachael is extremely passionate about educating women in automotive repair, which is why she started hosting free Car Care Clinics, “Lipstick and Dipsticks” for women. Look for Rachael's other episodes HERE. Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate. She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily's previous episodes HERE. Key Talking Points: Marketing to women Clean environment when customers walk in- first impression, cleanliness is a part of sales, also for your employees Adding cleanliness and masculinity into business Attracts the customer (male or female) that will be the most satisfied with the quality of service you offer Inspire women to post on google reviews Market yourself if women business owner Free car care clinics for men/ women- checking fluids, changing tires etc. Educate and empower them. Advice for margins/cost management and becoming profitable Find a coach/smart group/ 20 group/networking group When you become profitable you are able to pay technicians more Not getting hung up on “list price” from part supplier Margins are going to be all different dependent on your area- goal is to keep and gain customer, sometimes have to adjust margins Value of part that is charged- warranty and safety Business during the pandemicContinue to wipe down cars and steering wheels Shopware-contactless business, digital communication Touchless doesn’t mean voiceless or that you aren’t going to build a relationship with them Changing the hiring process using Zoom Zoom interview with everyone in shop- takes about 2 hours Allows other employees to have say in interviewing process Can also do work trials or video resumes Resources: Thanks to Jamie Carlson, Rachael Wacha, and Emily Chung 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 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 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. Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Randy Pickering As a 4th generation automotive “lifer”, I have learned that vehicles come and go, are broken, and fixed, but the relationships with our customers far outlast their transportation needs. I am committed to ensuring that every customer of ours is completely satisfied after working with our team. We work diligently to provide peace of mind to all of our customers by treating them as if they were part of our own families. I wanted Pickering’s to be an environment that reminded our customers of a time when your technician and service advisor were more than just the people who took care of your car, but rather individuals who remembered you by name, genuinely took an interest in your life and built a relationship with you. We believe our industry should not differ from any other industry in how we perform customer service. Just because we are in the auto repair business does not mean customers should expect poor customer service and abuse, as many customers believe they receive from others in our industry. We will greet our customers cheerfully, excited that WE CAN resolve the auto repair problems they have. Knowing that with our resources WE CAN help them get the fullest life use of their vehicle. We want to earn our customers trust so they are comfortable and confident with our integrity and abilities to have us take care of their car concerns. We want our customers to be satisfied, as never before, in our industry. We hope our customers will become our raving fans and feel the need to express their experiences to others, recommending our facility to them. Key Talking Points: 4th generation business- sons will be taking it over next and become 5th generation Had a medical emergency with lungs and had to take 3 months off- sons enjoyed stepping in and wanted to make some changes. Randy realized it was time to transition. Transitioning getting out of business- finding another source of income which is coaching for Elite Worldwide Felt positive about transition- has great employees, customers and processes/procedures/systems in place already Hasn’t been in the day to day part of business in last 3-5 years Training and being involved in associationsIncredibly important part of business- started being involved in ASA in early 1980’s Sons both wanted to join 20 groups on their own Opening second locationWanted expansion to have solid exit plan in future Sons are looking toward opening 3rd location- both positives and drawbacks, how much time are you willing to put into business in order for it to grow? Internal candidate for succession plansLook internally and shift your hiring- “Is this person a potential candidate for my business?” Being successfulCustomer service- giving them an experience and treating them so they want to come back Having a succession plan in place- anything can happen at any moment in time, carve out specific roles and learn to let go. Setting and attaining gross profit percentages Best advice- hire a coach early on and enjoy your family Resources: Thanks to Randy Pickering 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. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE 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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com/register 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/OHHmBmGD0QY The Panel Bryan Kelley, owner of Valley Automotive Electric and Chairman of ASA Northwest. Brians previous episodes HERE. Seth Thorson has specialized in the service of European automobiles since 1999. First, in Michigan and now at his current location in New Brighton, MN. He just started to build a brand new shop and experts to be in by June 2021. Seth was educated at a UTI in Chicago, where he was at the top of his class. He then went to BMW Step to finish the master’s program. Thorson was hired in at a BMW dealership in Bloomfield Hills, Michigan. From there he moved to an independent shop in Waterford Michigan and learned VW Audi. Seth’s passion remained with BMW and he was offered a chance to buy an existing shop in New Brighton, Minnesota near where he grew up. He is the owner of Eurotech, which specializes in BMW, Mercedes, and Audi cars. He is a firm believer in using factory tools to ensure proper repairs and coding. His team of highly trained and certified technicians is able to diagnose today’s complex vehicle systems! His second location, Green Garage, works on all makes and models. Seth also owns and runs a BMW tech support company called LMV Bavarian that provides support and programming to a growing network of over 200 shops via remote diagnostics. He also teaches national seminars on BMW diagnostics. Seth has also partnered with SSF auto parts in their unique ‘hands-on’ training program. Seth belongs to AASP in MN, BIMRS as well as NASTEF. He is also a member of Cecil Bullards (Institute for Automotive Business Excellence) 20 group. He believes idea sharing and networking with other shop owners have helped grow his business. Listen to Seth’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: Build your pay plans to accomplish the goals you want You can not have a business-focused incentive plan. The individual and team must play a big role. Must be a win-win for both. If a shop doesn’t feel they can’t afford people, they aren’t charging enough. Find ways to afford your people The reward for their performance Incentivize the individual so they can earn what they want based on their contribution to the business Some employees are not worth what they want or need to earn. No problem moving on. Some pay plans allow a great income when milestones or goals are hit. Put the power in the employee’s hands to be an ‘earner’. You need all the measurements to show your people their opportunities. Therefore good, smart Key Performance Indicators. (the numbers) You must track lost sales to find the potential that exists. It is all connected; for example, a good inspection program gives the service consultant the power to sell. That information equips the service consultant. Bryan Kelley:Not everyone is money motivated. We make that error often There are other motivators:Time off Praise Teamwork Ownership Don’t lose the second half of the equation. Don’t dangle a stick and carrot Provide them an incentive to grow Caveat: consider your state’s laws around discrimination in pay plans It is about the culture you create if you instill strong incentive plans because eventually, everyone needs to be on the same page going in the same direction working toward the common goalCulture before pay plans There are creative ways to accomplish incentive plans for individuals. Incentives can be:Time off Retirement Health care Tool stipend Toolboxes (no tools) built-in for each tech If they don’t own a toolbox, you can buy one to get them to come on board. You also need to have comparable and competitive benefit programs with competitors in your market. Tailoring plans to each individual considering your state laws Be sure you have a total compensation page so your employee can see it at least quarterly. The grass is not necessarily greener somewhere elseMany HR support companies have this online for each team member If an individual wants three weeks vacation and you cannot and it would be discriminatory: find a way to compensate them for taking a week off without payThink outside the box Instead of a silver bullet, come up with a ‘silver idea.’ Bill HaasPay enhancements:Additional hourly money based on continuing educationSame for ASE or smog license (depending on your state) Remain certified Pay on production goals or gross margin You may have a strong culture on training, so you may not need to incentivize training What you concentrate on for incentive pay they will value; what you don’t, they will not value Idea from Bill:Set production hour goals for every technician. An individual based on their knowledge, skill sets, experience.They get a production bonus based on hitting that goal, and it is tiered. Also, a sold hours bonus goal for advisor Seth:Hourly with an incentive for production. He does not believe in flat rate BryanFlat rate with good culture and incentives is alive and well. How you delegate and systematize is important Sell work and diagnostics correctly is key to flat rate Things will go wrong, and you have to have a plan to make it work Bill:When they evaluate comebacks, it has less to do with their credential experience, it has more to do with attitude. You cannot fix a bad attitude with a pay plan.If you give a raise because they ask, does that fix their attitude? Bryan:Attitude is the biggest indicator of performance and comebacks Trying to motivate through a pay plan or dollars is just manipulation. Don’t force people to do things with dollarsNext time an employee is in a bad mood and asks for a raise, you’re in a negative spiral You must discover the core of the bad attitude Keeps a chart on the 23 motivators of people (see below) Seth:His operations manager, who is an executive, gets a vehicle stipend. This is his motivator. Check with your state before you do any off structure They do ongoing coaching to test for attitude. An employee always asking for raises may have a money management issue. Seth enrolled the employee in a Dave Ramsey course. An exceptional manager can manage 3 - 5 people A good manager can manage 2 - 3 people He sets up pods to manager can get to know their people Bill: Failure of leaders is they fail to listenIt is easy to know what your people need, just listen to them. What do they want in their job and their life Bryan: Managing diagnostic time must have full disclosure with customers and start at 2 hours. If not it is a loss for everyone.Seth has different plans to protect an ‘A’ diag tech Bill: Looks at gross marginYou need tech production. Also has goals for calculated labor sales vs actual labor sales Looking at gross wages paid vs actual labor sales Looking at gross profit per individual This prevents the diag tech from feeling he is not making money. B tech must produce more than the A Diag tech. Share goals each week, so all techs see each other’s numbers. Support your plan by the math Bryan: Don’t overcomplicate a plan by showing the detail it takes to come up with the incentive/plan. Keep it simple when you show the numbers.Understand your business and your culture, then create a plan It must be a win-win for employee and business. You must understand your KPIs Teamwork and independent working must fit into the plan. The entire team and personal production. You can incentivize the individual to get the team. Seth:Build it for your business and employee but understand their individual need. The target can move. He believes in rewarding individual and team goals. Bill:The best pay plans work for the best employees. Resources: A special thanks to Bryan Kelley, Seth Thorson, and Bill Haas 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 Linked In 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 This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq. ft. shop has 21 lifts with two flats per lift. Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes HERE. Dr. Laura Shwaluk has a Bachelor of Science in the field of Cellular, Molecular, and Microbial Biology and a doctorate in Chiropractic with certificates in neurology, applied kinesiology, nutrition, and functional endocrinology. She practiced wellness and functional medicine in Texas for 20 years and is the author of three books. Laura is happily married and devoted to the love of her life, Jerry Kezhaya. Together they manage The Auto Shop and Business Builders Mentor and Mastermind USA. Her specialized business interests are in accounting, operational systems, and people management. Her passion is to help entrepreneurs accelerate their business and open the doors of mental blocks that prevent them from succeeding. Key Talking Points: Becoming a Financial Adult- 85% of 65 years or older don’t have access to $25,000 Focusing on money doesn’t grow money. Creating VALUE grows money. Using money COSTS money. Every time you convert your assets to cash your wealth actually shrinks (fees, taxes, charges). Money IS NOT wealth. Wealth can be turned into money, but money can rarely be turned into wealth. Keeping the value of assets in money usually causes them to decrease because of inflation. Value dilutes over time. Using borrowed money magnifies all of these problems! When you focus on “value,” then you will get money (service business, online business, regular job). If you’re not earning the amount you want, then look at what value you are creating for other people. Technicians creating more value for themselves (training, classes) Keeping your assets in “money” will cause you to lose money. Appreciating asset (land, a business that is growing ), depreciating asset (car, boat) “Fiat Currency” is currency not backed by anything solid (ex. gold, coins). It is money that has no intrinsic value (a paper dollar bill). Fiat currencies tend to collapse over time. In the U.S. we have "at currency with no intrinsic value backing it up (no gold in Fort Knox). Currency is not secure. Value is secure. Debt evolved from a tool we only used responsibly when needed and paid off as fast as you could, to a new paradigm where we accept debt as the way things work. The idea that debt is a reasonable way to live our lives really hurts us.” Look like you have wealth when you don't.” “Consumerism” is the idea we can consume our way to wealth and happiness. 100 years ago it didn’t exist - we only bought based on needs not wants. Now we buy wants to express ourselves and to be an individual and to get status. What’s the problem with consumerism? We are buying things that we don’t really want to impress people we don’t even like (“conspicuous consumption”) to make us feel important. Consumerism is fostered by large companies that have an interest in you feeling insecure about yourself, in order to incite your self-expression mechanism, because they make money when you do. Consumerism to feel better or impress others doesn’t work and it robs our future. Difference between want and need. Practice a pause when purchasing instead of impulse. Competition and insecurity are motivators for impulse buying. Use logic not emotions. The old paradigm of “entitlement” is being obliterated. The problem is that having a job (instead of having a craft or working for yourself) is precarious. 70% of us work with knowledge in our head. We are going through a transition from tangible reality to knowledge-based reality. You can’t count on the industry you are in today to be around in a couple of years. Let go of “the job” as a paradigm of reality. The world does not owe you a job. If we want to create success,we have to grow up and turn ourselves into someone that others seek knowledge from. We have to admit to ourselves that we have been behaving like spoiled financial teenagers. We never really learned and we stayed adolescents and we relied on others to take care of us. Now we have to grow up and become financial adults. Take 100% responsibility for where you are now and where you are going in the future. To the extent,you can create value for others you can build wealth. There is a “critical distinction” between spending (buying liabilities that will drop in value, like a new car) versus investing (taking money and trading it for assets that go up in value over time). The productive thing to do with your money is actually counter-intuitive. It’s not obvious how to invest, but it is obvious how to spend it! Learn to make the distinction between needs and wants. Each person comes pre-wired with the mechanism to know if something is a need or a want. All we have to do is to ask ourselves. Business Builders Mentor and Mastermind USA www.bbmmacademy.com Business Builders Mentor and Mastermind USA CHALLENGE Resources: Thanks to Jerry Kehzaya and Dr. Laura Shwaluk 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 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 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 NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Bill Hanvey, President and CEO of the Auto Care Association. Bill is engaging the automotive aftermarket to get involved in letting your legislators know the issue about data. Your help is needed to help in amending the right to repair legislation. Learn everything you can about this fight to amend the right to repair legislation. Ownership of Vehicle Telematic Data Must Flow to the Vehicle Owner. Do you know that a car collects data as you drive? By 2022, 87% of new vehicles will be transmitting telematic data wirelessly. But who owns the data? The car manufacturer does. Without access to data, the independent service professional will not be able to get specific diagnostic data from the vehicle. Bill leads the strategic direction of The Auto Care Association’s 3,000 members and 150,000 companies representing automotive manufacturers, distributors, and service providers. Find Bill’s other episodes HERE. Aaron Lowe, Senior Vice President, Regulatory and Government Affairs. Key Talking Points: Massachusetts Question 1 - “Right to Repair Law” Vehicle Data Access Requirement Initiative (2020) Find detailed data on the position from both sides and the support for and against: https://bit.ly/3iUdRFx OEMs have invested $25 Million against this The aftermarket does 70% of the repairs The stakes are high and federal is following this Who has the data will determine who will repair cars in the future Ad campaign from the OEMs are telling the consumer that they will be stalkedThey are playing on fear They do have a foundation to stand on for why they should not allow access to mechanical data except for monopolization In Europe you have to do to the OEMs cloud for data and pay for it Aaron Lowe “If the manufactures determine the terms of the data, the independent part of the industry is dead”. This is a anti consumer initiative that would take choice away If they totally controlled the data the OEMs could determine who sells their cars Bill Hanvey: “It is ironic that the OEMs are criticizing the aftermarket for an accusation that is not true about accessing personal data, yet their business model is built upon selling that personal data”. Aaron Lowe is working with other industry groups and associations to work on federal legislation Opposition is spending a lot of money because they have a bad message In 2012 we won the Right To Repair by a 84%-16% margin. It won’t be that wide this time Message is simple: concentrating on consumer choice. It resonates with consumers and the voters in Massachusetts Any shop in Massachusetts please pass on the need to vote yes. Get the marketing materials to your customers. Go to massrighttorepair.org or email [email protected] Big supporters of this initiative are:CARE: Coalition of Automotive Repair Equality All the major retailers and distributors AWDA This is not the time to sit on the sidelines. Everyone's help is needed Vehicle data ownershipMost people don’t know their car is transmitting data- have no control of data People who are made aware want to have control of data and be activist Telematic data- transmitted wirelessly, by the year 2022 87% of new vehicles will be transmitting wirelessly Right to Repair- passed in 2013, make nationwide program. Same access as the dealership. Telematic data left out. Have legislation to amend the Right to Repair Act to include telematics data. Pursuing ballot question for voters to vote if legislation doesn’t go through.Hoping by Fall of 2020 legislation or ballot will be passed 66 sponsors of the bill, need 100 to be sure it will be passed Get involvedLet your legislators know the issue of data Create a relationship with your congressperson- have them visit your business to hear your story Autocare.org – government affairs section, telematics petition Yourcaryourdata.org – download information to educate employees and customers Educational campaign- activate industry Tariffs-tax on the American consumerWill affect consumer Consolidation of industrySuppliers and distribution- service provider next Opportunity for buyer and seller of businesses Resources: Thanks to Bill Hanvey and Aaron Lowe 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. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE 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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com/register 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/_X2_dLgqJ0E Bob Ward is the President of Wardden LLC, Bob began his business career at a franchised car dealership, overcoming obstacles to learn and earn the required skills to become Controller, General Manager and then, a minority owner of Tacoma Dodge in Washington. A native of Seattle, Bob serves as a financial advisor and consultant to small business owners throughout the United States. He believes that your business should always be ready for expansion or sale, you should get paid for what you built and, when you decide to leave it, your company should continue to prosper. He believes in a Perpetual Business where there is Value, Continuity and Legacy. Look for Bob’s Previous Episode HERE. Warden LLC website HERE. Steve LaFleur, owner of Prescott Import Car Service in Prescott, AZ. Steve has made an agreement with two internal candidates to pass on ownership. Steve began his career in the automotive field as a technician in 1976 while working for Volvo and Mercedes dealers and has held an ASE Master certification since 1978. In 1983 he went to work in the shop that would later become Prescott Import Car Service, purchasing it from the owner in 1985. In 1992, Import Car Service became an authorized Bosch Car Service Center and a Volkswagen Authorized Service Dealer, performing O.E.M. warranty repairs and service for VW and Bosch products. An ASA member since 1988, he received an Accredited Automotive Manager degree from the Automotive Management Institute in 1998. Steve was president of the Prescott chapter of ASA Arizona from 1997 to 2000 and continues to be active at the state and local levels. In line with his desire to strengthen his management skills, Steve was a member of the Bob O’Connor Bottom Line Impact Group (a focus group for independent repair shops) for several years and afterward was involved in a state-wide “Twenty Group”—an offshoot of the O’Conner organization—made up of several state-wide independent repair shops. Committed to running an ethical business, he sits on the advisory board of the Better Business Bureau of North Central Arizona. Now nearly forty years later, Prescott Import Car Service has evolved from a small one-person shop into a six-bay, eight-employee operation, with about $1.4 million in sales annually. Dave Mendez, co-buyer of Prescott Import Car Service and a 10-year employee. Key Talking Points: 85% of all small businesses do not survive the departure of the current owner. They will sell as liquidation or sold to an inside or outside buyer. Only two choices You plan on selling your business on the day you open We are going to leave this planet and we are going to stop working someday. You need to have assets to sustain yourself when you retire.You must plan for it Steve has been in business for 35 yearsHe has included his people in business decisions for a long time That helped prepare them to understand the business better Open your mind to listen to your peers on succession planning. Ask and learn Consider having serious discussions with internal candidates to find their tolerance for becoming a business owner. With every interview, you must put succession or ownership on the table to find out the potential employee’s leaning. Give people the possibility of more than just a weekly paycheck. Steve took a class from Bob in July 2017 on building a ‘Perpetual Business’. The place to start:The realization that you are leavingTragedy may strike A call to action in the event of a tragedyPasswords, Signing Checks You can do all of this to prepare for succession. Discover if there is a great chance to sell to a cash buyer outside the company You must plan Consider allowing an opportunity to the people who have helped make your business great.They must have passion and commitment. You can solve for all other needs, but passion, commitment, and dedication are required. Give your internal team all the tools, mentoring, coaching, learning Decide to get a signed, sealed agreement by a certain date. Your internal candidate can be nervous about becoming an owner and that can be humbling and challenging. In this case, the wives were on board with the transaction. One in four succession plans include two candidates according to Bob’s practice The transaction must feel right or it will fail.The relationship must be strong and there needs to be a strong bond. Internal candidates: Think of them as partners and if you can imagine that, they may be consideredYou will look at your employees differently. Who has the aptitude and passion for being an owner? Essential conversation for every staff member“I am always planning for the continuity of my business. What is most important to your career. Where do you see your future, ultimately?” Owners earn the people they have, and their success. Outside candidates may not necessarily treat your customer the same as you than an internal candidate has understood. Start planning now Find a new employee for a needed position. No matter the position. Put this statement in your ad.‘The possibility of ownership.’ You may attract a candidate who has this goal. Break the ice with your people. Ask. You must discuss with wife, family, and what does life look like after a sale. It takes time to build a transaction. The people are the business. They make money. They are your most important asset. Business owners must have an ownership culture in their company and build their company around the team.Everyone can be treated like a partner with that culture. It is the growth and development that is the highest calling of leadership. Quote from Harvey Firestone Resources: A special thanks to Bob Ward, Steve LaFleur, and Dave Mendez 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 Linked In 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 This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training. More about Brian Gillis… 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores Hired and Trained over 2000 staff members Budgeting and Profits Brian’s Specialty Smooth as silk with customers Brian’s previous episodes are HERE. Key Talking Points: Processes and proceduresStart with SOP- using dropbox/google docs as place to store it. Can easily update dropbox as things change with technology/equipment etc. You can also add documentation and videos. Blank template that has 4 questions- Why am I documenting this procure? Who will be responsible (who will create it and who will execute it), what are key elements? How is it done step by step? Majority of SOF’s you do want to involve your team (with few exceptions). It’ll be easier to have input and have buy in for employees. Follow up procedure and method to do so Essential for becoming multi shop business Example- answering phoneHow- most important and often the most difficult. Scripts can be helpful to capture vehicles, continue professionalism, time management and be consistent. Inquiry, oil change call, price shopper Why do SOP?Improve value of business Training for turnover and validating your team and associates (someone changes position) Keep employees consistent- validate with employee then hold accountable Biggest struggle- how do we run our business?Start by thinking through your regular day- Define the particular way you do things Failure to perform- Don't know, can't do, or dont care. Eliminate the “don’t know” by having SOP’s and eliminate the confusion. Most shops have procedures but they aren’t documented- additional time training over and over again Link to Brian's Company: You Net Results HERE Resources: Thanks to Brian Gillis 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 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 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. Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Carlo Sabucco, 2nd generation owner of Sil’s Complete Auto Care Centre. My father started the company September 1976, I joined in 1994 and succession of ownership in 2009. Company is now a 7000 square foot facility with 8 bays and 6 wonderful team members. I would never be here today without the team, the help of some amazing coaches, my peer group for the last 16 years, and lastly my wife Melanie. The last 2 years has been a steep learning curve of C Suite coaching, personal development, learning to be a better leader and focusing on where the industry will be in 5-10 years and preparing for it. Listen to Carlo's other Episodes HERE. Dave Schedin has 40+ years of experience in the automotive field. He has extensive General Motors University Automotive & Business Management training and is a graduate of the Arizona Automotive Institute. Dave began his career as a young lad in an independent shop in ’79 and began working as an Apprentice Tech advancing to a Master Level Driveability Tech. In ’86 he moved into the dealership arena as a Lead Driveability Tech and obtained both the Chevrolet and ASE Master Technician status and became a Shop Foreman overseeing 24 Techs, Assistant Service Manager, Service Manager to Fixed Operations Manager. In ’97 Dave started and managed “Dave’s Auto Repair” in the Pacific Northwest where he took that business to a near million-dollar sales level in under FOUR years by implementing and continuing to developing the “CompuTrek Automotive Management Systems.” Since 2006 Dave has been coaching and training to help shop owners achieve on average $200,000 in NEW GP dollars in 12 months Dave and his partner/wife Bonnie Schedin also carry extensive Leadership and Personal Self-Development coaching and training at an advanced level. Through both personalized and highly effective ‘team’ training & seminars, they offer well-rounded coaching for the automotive professional through experiential seminars. Listen to Dave's other Episodes HERE. Bonnie Schedin, a Certified Assessments Practitioner, has 30 years of experience as a business owner and has held positions in government and City departments as well as the public sector in human resources, marketing, and employee life coaching. As an HR Professional and Certified Assessment’s Practitioner and Integrative Life Coach, her diverse background working with all people groups from every employable arena has supported her passion to help transform cultures and build teams with the use of streamlined and simple to use technology that carries high levels of validity. Bonnie employs an industry-leading ‘job fit’ assessment tool to support business owners to not only onboard, but help produces stronger leaders, increase overall staff satisfaction, CSI ratings, and revenue simultaneously. Bonnie and her business partner/husband Dave Schedin have extensive Leadership & Self-Development training at advanced levels and are Certified Master Level Coaches and Trainers. Through both personalized and highly effective ‘team’ training & seminars, they offer well-rounded coaching for the automotive professional through experiential seminars, one-on-one coaching , and ‘real world’ training. They make their home in Southern Idaho. The CompuTrek Group’s commitment is “discovering and unfolding solutions’ for business owners and their employees to support strong relationships and higher customer service satisfaction. Listen to Bonnie's other Episodes HERE. Mark Simons of Rolfs Import has 2 locations and is a major part of ASA NW. With a staff of experienced, professional ASE Certified Technicians, Rolf’s Import Auto Service is the premier import auto repair and service facility in the Lakewood, WA and Fife, WA communities. They provide expert vehicle computer diagnostic services as well as complete auto services and repairs ranging from engine and transmission replacement to wheel alignment and brake service. Key Talking Points: Who? Pneuma (pron: nooma) Advantage is a division of The CompuTrek Group, Automotive Management Systems, Coaching & Training. Together they have partnered with one of the largest global assessments company to provide businesses with a 99.9% reliable and high validity assessment used to understand their candidates and employees. Using reliable, validated solutions to address your key talent management issues, Pneuma Advantage can deliver immediate results via clear, actionable reports that also provide interview questions. What? Two Important Assessments The Step One Assessment is a very cost-effective, brief, 15-min pre-evaluation of an individual to determine whether or not you wish to consider them further. Basically, a screening tool early in the candidate selection process. It is scientifically designed to assess a candidate in areas of Integrity, Reliability, Work Ethic, and Substance Abuse tolerance. It also gives you valuable interview questions that CAN be asked during an interview directly related to their answers as well as a distortion rate which can tell you whether or not they answered consistently. The PXT Select Assessment measures how well an individual fits a specific job(s) in your company. The ‘job matching’ feature is unique because it enables the manager to evaluate an individual relative to the qualities required to successfully perform in a specific job. It is used throughout the employee life cycle for selection, onboarding, managing and strategic workforce planning. The PXT will exponentially help you as well in Pre-Hiring during the interview and selection process. It identifies people who have the highest probability of being successful in a role and provide practical recommendations for maximizing performance. We also provide a Coaching Report that will give you pinpoint accurate interview questions and tips directly related to areas that new candidates (or current employees) are OUTSIDE of a ‘top performer’ pattern for any one position and how hard you and they will have to work at getting them to the place you want them to be operating at. This report will also clarify additional training an individual may need thus, GREATLY reducing the interview time. It measures cognitive scale, behavioral characteristics, and whether or not the job they are applying for is a top interest. It shows you how to use this knowledge to increase employee performance and ensure you have a great fit to ensure you have the most thorough view of the respondent’s data and who they are at core level. Where? All assessments are completely online, anywhere there is an internet connection. They can also be completed by hand, but need to be done in person. Booklets are available for the Step One only because the PXT Select is adaptive and will provide next level questions contingent on the previous questions the candidate/employee chose. No two questions the same for each individual. When? Anytime you are hiring, on boarding or succession planning within your company. Why Assessments? There is a very real need to support businesses to enhance the eco-system of their organization through it's greatest asset...PEOPLE. In this age of information, ‘job fit’ high validity assessments support managers in their pre-hire, on-boarding, succession planning and leadership development process. Pneuma Advantage helps businesses leverage and streamline their hiring process and leadership goals by positively affecting your company’s bottom line with activated, engaged and productive employees…the LIFELINE of a healthy business culture. LINK TO PNEUMA ADVANTAGE HERE LINK TO COMPUTREK SYSTEMS Resources: Thanks to Dave Schedin, Bonnie Schedin, Carlo Sabucco, and Mark Simmons 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. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a 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/carm This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/QesNYucngag Panel: Brett Beachler, is Vice President of Beachlers Vehicle Care and Repair, Peoria, IL. Brett has been in the automotive industry for 30+ years and is third generation family. He started in the family business at about age 13 maintaining the business property. Brett graduated from Bradley University with a bachelor of science in business. He departed the family business to work in the corporate world for four years. His Dad, Terry, asked Brett to re-join the family business. Since that time, Brett has not looked back and has enjoyed almost every minute of his time in the family business. Listen to Brett’s previous episodes HERE. Bill Thompson is the President of IMR Inc. Founded in 1975, IMR conducts syndicated and proprietary market research studies that focus on the automotive industry including the automotive aftermarket, heavy duty and fleet segments. Since Bill joined IMR in 2003, the company has expanded its research portfolio and service offerings to provide a wide range of strategic and tactical solutions that provide insight into your most pressing questions. With a focus on industry trends, consumer and repair shop purchasing behavior, channel trends and many other important metrics, IMR’s research provides insight into your market that can bring you closer to your customers, distribution channels and market opportunities. Listen to Bill's previous episodes HERE. Key Talking Points: The percent of vehicles on the road that were delaying maintenance, in 2016, there was about According to IMR research, delayed maintenance hit a peak in early August 2020 at 30% and started to drop. Bill believes it will normalize to the norm of 17-18% as the year progresses.This was a direct reason for Covid-19 Brett says the advisors always need to be in the education mode. You always need to explain ’why’ the consumer will benefit from a repair or maintenance. IMR does a weekly survey with consumers to compile this information The trend is up regarding people who are looking at reviews before deciding on a shop. Consumers are also looking for a ‘touchless’ customer experience In Brett does not have his customers making a big deal about touchless and masks. He says his smaller town, he believes, does not make this a large factor in doing business with him.The stats prove out that geographically Financing Options for Major Costly Repair data is at 40% showing that consumers do want options to help them to keep their vehicle safe and reliable. In a recent week, IMR survey showed, 60% of consumers are willing to take a future appointment for their next service/repair. Brett is doing ‘permission’ calling their customer in the future.Your advisors need to be asking questions on the ‘long game’ of your customer’s car. They call and set appointment vs setting the appointment such as in a dentist office or hair salon If we schedule our next dental appointment or hair cut/color why would we not want to schedule our next vehicle service? Too many people say that they will trade their car in so they don’t need to service or maintain what they haveShow them the numbers and they may just realize the cost of money, energy and time to buy a newer vehicle See Brett’s previous episode here on his strategy: https://remarkableresults.biz/town-hall-academy/a020/ He buys a 4-year-old car, keeps it until it reaches 250,000 miles. With the data in the survey, Brett believes he should start to book a future appointment since 60% of consumers are willing to accept. Consider the trust factor as you ask a customer to set future appointments Government (2020) reimbursement is at 57.5 cents per mile (https://bit.ly/35vAI6a)Brett has verified the number and that is a critical number to understand that vehicle ownership is not all gas and repairs Resources: A special thanks to Bill Thompson, Brett Beachler, and Craig Noel 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 Linked In 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 This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

If you had known then what you know now, would you have opened your own shop? Every day new shops open in North America. Many of them from technicians who have a dream and desire of opening up their own. For many, it is a life long dream to own their own business. For the majority of new business owners, they are great at the skill but do not understand how a business works. Some owners will lose a team member to the dream of opening their own. They are talented techs and want to build a business around it. Why don’t you help them prepare, even mentor them? The E-Myth from Michael Gerber sums it all up. Everyone can relate to the cupcake maker. To help your team understand the rigors of business ownership and to help enlighten someone who wants to open their own, start to expose the challenges of business ownership. I believe it is healthy to share the backend of your business with your people. Show them your costs from your Profit or Loss Statement. Show them the ways you measure performance and set budgets. Explain how the taxes and bills get paid and the consequence when they don’t. Explain why managing cash is necessary to help grow the business or survive a crisis. (Anyone heard of the pandemic) Explain the value you receive from your networking group or coaching experience. Why processes and procedures are so critical. Who would have thought that your business would have transformed into what it is today had you not sacrificed and improved along the way. You took new-found knowledge and improvised it to work in your business. Think back, would you have it any other way. Probably not. But you wish you could go back 10 years with your knowledge today and make changes. So help our new young people with their dream. Why? We are going to lose many business owners. They will retire, sell, or just close up. Opportunities exist for succession and for new owners to start from scratch. Why should anyone do it alone? We can keep making the aftermarket a strong influence as the preferred place for safe and reliable transportation by helping to raise early success for all newcomers. View the full article

Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Auto Tex Me. He spent many years in the software industry developing solutions for companies like Southwest Airlines, and Wyndham Intl. He’s worked for companies that understood the marriage of service and software, and have applied it in an effective way. Chris has his ASE C1: Automobile Service Consultant Certification Test (C1). He brings the business side to the business and his brother Pat brings the Braun. Chris is also a musician. Hear Chris’s previous episodes HERE. Autotex.me website HERE. Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). It is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. Its content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob’s previous episodes are HERE. AAEC website HERE. Key Talking Points: Necessary changes to our Industry terminology because of the profession we’ve become We use too many industry terms with our customers such as work order instead of invoice Business Owner - IN vs Shop Owner - OUT Anyone can own a shop, but it takes a certain person to own a business and be a leader.There is also a difference between entrepreneurs and business owners- chasing a dream and ideas vs looking at numbers in business and building people within a business. Work on your business instead of in your business The business owner should elevate to a CEO - Chief Executive Officer Going from a Trade -OUT to a Profession - IN.A change in mindset and discipline to be focused on making net profit. Client strategic business - IN vs Customer-based business - OUT You have a responsibility for clients and have earned trust. Customers come and go. What makes you unique and different? Your value proposition What do you bring to the table that others do not? You don’t sell clients. You council them. Relationships build trust Council not sell- understand vehicle and client. Changing your mindset using language. If you think of yourself as a CEO vs an owner will change how you approach things as a leaderCEO- IN vs Shop Owner - OUT Service Consultant/Advisor - IN vs Counter salesperson/writer - OUTRelationships built trust Technician- IN vs Mechanic -OUT Invoice - IN vs Work order - OUT The terminology of business software. Acronyms SMS shop management system, DMS (dealer management system) vs POS (point of sale system) Development - IN vs Training - OUTDevelopment classes scheduled for the next year for entire team Attracting younger generation- skill level continues to elevate with the amount of technology within vehicles Business cards for your team members should include their certifications or professional accreditations Change starts with the owner- set expectations and defines the language used within the business You have to understand your people, how to communicate, motivate, and train. Are you training and developing your technician? Are they certified? Continue to develop your knowledge Every team member should have a business card with certifications Instructors - IN vs Trainers - OUT - instructors have done research priorAnswer all questions Have a thorough investment with their time and always continue to work on presentation skills Having great knowledge does not necessarily help be a great instructor. You need to know how to be a great presenter. Always looking at how to transfer knowledge and engagement with student A language improvement starts with the ownerThe owner has to lead Are you taking the time to make your people feel like technicians or consultant DVI does not mean you are paperlessDigital does create a paper trail Pro Market Collaborative - IN vs Independent Aftermarket - OUT VSP - Vehicle Service Professional Resources: Thanks to Bob Greenwood and Chris Cloutier 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 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 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. Learn more about PROimage and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Margaret Palango is the Executive Vice President at Autoshop Solutions, Inc. based in Apex, North Carolina. She has overseen and been a key catalyst in Autoshop Solutions’ growth into the award-winning website design and internet marketing agency it is today. In her role as Executive Vice President, Margaret leads the Sales, Marketing, Services, and Development teams at Autoshop Solutions, as they continue to be the industry’s gold standard for internet marketing solutions. Margaret joined Autoshop Solutions in 2006 when she began establishing its brand position for quality website design and progressive internet marketing. During her time with Autoshop Solutions, Margaret has expanded her responsibilities. She started with direct client management before moving on to managing the entire website production process. Margaret enjoys taking every opportunity to share her marketing expertise with clients, employees, and fellow automotive industry professionals. She now spends her time working with industry partners to bring internet marketing solutions to the Automotive Aftermarket. When she is not working, Margaret enjoys spending time with her husband and children. On the weekend they can often be found driving their cars to a local PCA event. Margaret is an active member of the North Carolina Hurricane Region Porsche Club. 20 Questions: Do you have a strong intuition? Do you listen to it?Yes, daily! Relies on it for difficult decisions, never regrets listening to her intuition. Developed stronger in professional life. Any good habits that you would like to share?During COVID created a habit to do 10-minute yoga, continues to still do it. Sets tone for the day. Creates balance for the day Do you still have the fire you had when you first started?Yes, feels like she's just getting started. Continues to grow and make changes. Stays new and fresh. If you could pick up a new skill in an instant what would it be?Writing (blog posts, stories etc). Would like to develop written communication skills. What is the latest book you read? Big take-a-way?“Fear is my homeboy” How to be the CEO of you, challenge, and let yourself grow along the way. How do you manage work/life harmony?The calendar is the number 1 tool to prioritize. Everything is scheduled during the workday to minimize bringing any work home. Outsourcing chores at home so time at home is more fulfilling. Moves tasks on the calendar but never deletes them. If you could send a message to yourself 10 years ago, what would you tell the younger YOU?Prioritize your personal time without guilt, guilt of trying to be everything to everyone. It’ll all be okay and you WILL get there. What did you sacrifice in the early days to get where you are today?Trying to do it all and running yourself into the ground but doesn’t regret it because she learned from the experience. Do you see obstacles not as roadblocks but as opportunities?Yes, an opportunity every time. Love the challenge. Opportunity to grow. Often shares roadblocks with the team to put together a plan with a timeframe to get done. What do you do for fun?Hike and take drives Any secrets to ‘time suck’?Planning and prioritizing what you consume How much training per year do you get?Personal development- Women in AutoCare conference American Marketing Association- once a month lunch and learns, keeping up with trends How does one start to build a strong business culture?Accountability for your team- when you hold your team accountable it builds trust which leads to teamwork While working remotely they instilled virtual team meetings between different departments for clear communication and collaboration, a virtual happy hour once a month. Happy team members mean happy customers. What are you doing to put the Customer first in your business?Customer success team- training the team and empowering them. Ever made a major pivot in your business? If yes, what?Remote virtual culture 2018 pivoted how they offer services- a positive impact on business. Evaluated based on customer feedback. What is your dream car? Do you own it?Searched for over a year to find 2012 Porsche 9114's What skills do you delegate because you're not good at them?Outsource writing Strong teams always win. What is your winning formula in developing a strong team?Training is the foundation of a strong team. Train, set the expectation, and then move out of the way. Let them make mistakes and learn. If I asked a good friend or peer what is the secret to your success what would they say?Positive attitude and some grit How long ago did you update your website?The new version launch of website in October Resources: Thanks to Margaret Palango 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. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a 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/carm This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/18cm_kjNMIA Jessica Carrino grew up in the St Charles, MO area as the only child to Ron and Sonja. She graduated from Western Kentucky University with a Bachelor’s of Science degree in Geography and Architecture. She decided to come into the family business and has now taken on the role of Back office manager for Sparks. When she is not working, she likes to spend time with her husband Mike and daughter Lana. She loves watching Lana at gymnastics and horseback riding. She hopes to one day design and build her own home on private land. Listen to Jessica's Previous Episodes HERE. Ron Tinner from Sparks Tire and Auto, St. Charles, MO a NAPA CarCare Center. Listen to Ron's Previous Episodes HERE. David Justice has been an auto care professional for over 30 years. He grew up in the family business working for his father. At, a young age David purchased his father’s business and went on his own. Over the years David had multiple Shell Gas stations. Find David’s other episodes HERE. Key Talking Points: Jessica Carr and Ron Tinner from Sparks Tire and Auto. Daughter and Father. Ron is also a part-time coach with Repair Shop of Tomorrow David Justice, Repair Shop of Tomorrow The intentions of the owner and son or daughter need to be known to each other Teaching/training of all aspects of the ‘business’ is a long term job. Give plenty of time for the transfer of knowledge to happenNever assume that a sibling will learn it all through osmosis Knowledge transfer needs to be planned and deliberate If more than one sibling each should know their roles and the parent/family leader must pick a final decision maker in the absence of the dad or mom Parents with family in the business need to pay attention to their desires and input into the business. Succession only happens when you take action. Look to your family and/or team to find a candidate you feel will continue the business. It is difficult for many to talk about succession. A mentor or coach can help you If you start to talk about selling or succession some on the team may think, ‘the end if near’ and consider leaving you. Looking for an internal candidate must be done in confidence. If other family members and only one will succeed with the business, there is a problem with others that may not be in the business, but consider having a right to the business valuation within the parents estate. Owners want to see their business succeed and must pick their successor carefully no matter family or internal candidate. Consider putting money into special accounts for the eventual time when there is cash needed for a buy out especially with a family member to buy into the transaction Ron, Jessica and David speak highly to the ‘Profit First’ strategy by putting money into separate accounts ‘silos’. Find a podcast episode with ‘Profit First’ author Mike Michalowicz here: https://remarkableresults.biz/e421/ There are many creative ways to put money aside. Could be part of a compensation package to earn equity. You need advisors to help you. Attorney, accountant, consider the impact on a trust, if you have one. Insurance agents, for key life insurance on each other. Consult your business coach. Business evaluation. Ron had a huge transition when he learned to work on the business than in it (E-Myth). Listen to episodes on the E-Myth: https://remarkableresults.biz/captivate-tag/emyth-story/ Ron is enjoying helping other shop owners as a business coach as his second career. Jessica is doing things for the business that Ron always wanted to delegate. An example is marketing. She is also very organized and knows her numbers and SMS inside and out. A smart move is to require your successor to have a business coach. One important tactic is to create a critical playbook for the business. A thorough standard of operating procedures. Equity needs to be transferred.There are many elements to consider.Money down, insurance, current profits Setting a timeline Open and transparent discussion Reduction of principle hours worked A general rule is 5 - 7 years to reach a conclusion for the transaction Jessica admits she did not understand the business numbers and she committed to learn them if she was going to become the owner. She watched her dad work in the business and will not have that happen to her. 95% of shop owners are technicians and must understand how to start working on the business. Once they realize they can make more money doing that than working in the business. In Ron’s case, Jessica put money in an account and the business matches it, so when the day comes that money can be used for a down payment and/or for a monthly payment Ron only needs to be at the business now about 2 - 3 hours a day because of how he has transitioned Jessica, however, he still puts in a lot of hours. As his coaching responsibilities increase he will work less at the businessRon is not mentally ready to step aside or slow down. Get a professional evaluation on the property and the business You can set the selling price on a multiple of your EBITA as of today. The contract could state that the final value could change over the term of the contract when the business is totally sold. Selling your business to an outsider, cash flow is critical. Ron says that cash flow is not that important, with a family member. He continues to invest in the business to make it as big as possible for her A family transaction will differ than an outsider candidate because it is family Resources: A special thanks to Jessica Carrino, Ron Tinner, and David Justice 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 Linked In 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 This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Customers want a great experience. They have preconceived expectations on how their experience with you is going to happen. Will it be as good as in the past. Will it be better than the dealer or the shop they patronized who is now closed? Every time we set out to do business, even a trip to Macy’s to buy a shirt, we have a preconceived notion on the shopping experience. I recall getting a special discount because I hadn’t brought in the coupon from the newspaper. I didn’t even know about it. The clerk just did it and told me. I was elated. I haven’t forgotten the unexpected surprise that made the transaction memorable. You have a huge responsibility to keep your customers long term and to gain new ones based on everything you do (the pandemic notwithstanding). The one special surprise that the customer is not expecting will be a memory maker that will stay with them for a long time. You know exactly what you can do with each transaction that will be the one little ‘extra’ that is worth all the marketing monies you spend to gain new customers. Start making a list of unexpected services you can do to delight your customer. Make a big deal about it when you close the transaction. With our touchless transactions today, be sure to document on the work order, text what you did, send an email, or call the customer with the surprise. Be a memory maker. View the full article

John and Karen Manelas both hold a Bachelor of Science degrees in Electrical Engineering. They worked in our fields for 15 years before deciding to go into business for themselves. They looked at restaurants, flower shops, engineering firms, etc. They decided on automotive because a love of vehicles and they both perceived the level of service from the industry left much to be desired...especially as it pertains to treating female customers. So, they decided to purchase a shop from a burnt-out business owner. (He is still with us as our operations manager, 16 years later!) We took a very big risk, borrowed money from a relative, the bank and the SBA. They went from making about $150K/year combined to about $50K in their first year in business. John and Karen purchased their first location in April 2004. They expanded into their 2nd location in 2011. They bought out a former 20 group member in Maine in 2013 as their 3rd location. They purchased a former Chevy/Chrysler 14 bay dealership in 2014. In 2016, they purchased an import auto service business and converted it to an Auto Care Plus (store #5). In 2017, they purchased a Volvo Specialty Repair Shop which they decided to then re-brand and create a new brand for us calling it Euro Care Plus. In 2019, we did our first non-acquisition "build to suit" venture erecting an 8 bay facility with upstairs offices for their Corporate headquarters. They also decided to lease the rest of that building where we are preparing to open a Hybrid/EV specialty division to be named Electrified Auto Care. They now have 7 locations (5 of which they own the dirt). 6 Locations in NH and one in ME. Key Talking Points: Husband and wife team that met in collegeBackground in electrical engineering Wanted to leave the corporate world with traveling weekly and become own boss Started to look at different businesses to buy- looked into auto shops. Always had an interest in cars and felt there was room for improvement with how women customers are treated in a male-dominated auto industry. The previous owner is still with the shop as operations manager Has 7 locations now Was approached by a broker and bought the property for location #2- found the right manager for it Had advice from a multi-shop mentor and went to a conference- Both left with shared enthusiasm after attending together. The power of networking. Getting a third store helped streamline processes and procedures John always wants to continue to grow and he is able to do that the best when he is outside his comfort zone. Master a skill then go to the next level. Prepare yourself mentally to put a lot of work into each location opening initially and hire the right staff The most important thing to know about business is the numbers- it’s like playing a game without a scoreboard When purchased shop became apart of a bottom-line impact 20 groupSounding board for advice and camaraderie with other shops- accountability Surround yourself with people who are successful 60-70% of clients are female Positive feedback from customers when they see female pictures on the wall in the shop . Have women technicians/service counter employees can be encouraging for female customers but discouraging at the same time for male customers How do you start without big capital?Where there is a will there's a way Acquisitions, lease, owner financing, SBA loans Resources: Thanks to John and Karen Manelas 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 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 NAPA AutoCare’s recent partnership with CarVantage gives your AutoCare Center an easy way to take advantage of telematics, increasing customer retention and boosting customer spend. You provide customers with a CarVantage sensor that plugs into their vehicle and connects via Bluetooth to their smartphone. Then you set up automated marketing campaigns that target customers based on their vehicle’s next maintenance interval, for example, or whenever a check engine light is detected. That gives customers peace of mind and the best experience in the market. They also love CarVantage because it’s free to them. A special offer only for NAPA AutoCare Centers lets you give CarVantage a try at a very affordable price. And it includes free sensors. Other plans and enhancements are also available. Learn more about CarVantage and the hundreds of other benefits NAPA offers. visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

David Boyes is the President of Today's Class, an online learning organization that has been supporting the automotive industry for more than 20 years. Prior to joining Today's Class, David managed software consulting organizations for ABB, Oracle, and Accenture. He holds an MBA from Purdue University and a BS in Industrial Engineering from Kettering University. Paul Pate is the Director of Professional Services for Today’s Class. Paul drives the strategy and development of technical content for the groundbreaking, adaptive learning platform – Today’s Class Technician. Paul has demonstrated a proven track record of developing relevant training courses, programs, relationships and partnerships within the automotive industry. Paul’s passion is helping adults succeed. He has done this by serving in the role of training program developer and training manager. Prior to his most recent experience as a training manager for a major OEM, Paul served as a college Dean of Applied Technologies, and as an automotive instructor. His service in public education lasted for 25 years. Paul earned his Master’s Degree in Instructional and Curricular studies, with an emphasis specifically in adult learner development. Paul has been an ASE Master Certified Technician for nearly 30 years and holds many other manufacturer level certifications and an SAE credential in Advanced Hybrid Diagnostics. Well versed in the alternative fuels’ technologies of natural gas and hybrid/electric vehicles, Paul has authored numerous technical articles and developed technical curriculum in these areas. As a technical instructor in the alternative fuels area his clients have included Frito Lay/PepsiCo, Fed Ex, UPS, Volvo, Mack, Ford, Chrysler and many others in the U.S. as well as other companies abroad. Paul has been twice appointed by two different Governors to serve on committees that developed legislation to protect automotive consumers and he has served on committees with ASE and with SAE. Key Talking Points Training during the last 20 years- audience has changedLess patient, want information immediately Expectations are higher for format and accessibility and desire for information to be targeted Make training efficient- jump in and get knowledge, ask and answer questions then move on Vehicles are rapidly changing- have to change training from event based to daily part of culture Today’s ClassFocused on what you need to learn Focused on data to make experience impactful Traditional learning management system (LMS) the learner signs up for a class vs training sessions day to day basis 4-6 minutes long, assesses and trains you from foundation level, as gathers more data it can start push new content, or focus on new release (technology or safety) or knowledge retention Confidence plays a role in employee performance- measure confidence and knowledge over time, and track weaknesses through algorithm. Employees can evaluate team individually with strengths and weaknesses Don’t have “Tests” instead it is termed Adaptive Learning Interactions- wrong answers are greeted with why it was wrong and why the correct answer is correct. Not designed to quiz or test technicians but to teach. Technicians enrolled in Today’s ClassHigh engagement with technicians logging in multiple times a week because short classes Rewards points allows them to compete with each other COVID-19Reassured where online training is going Forced businesses to find different way to train Todaysclass.com and todaysclasstechnician.comEasy to get started and manage Resources: Thanks to David Boyes and Paul Pate 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. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a 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/carm This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/LOkePodEzpA Brian Gillis is the Chief You Net Results Strategist, with 25+ years experience in auto shop operations, hiring, recruiting, systems, processes, multi-store experience, and employee training. More about Brian Gillis… 25+ Years owning and operating auto repair shops in Texas, Georgia and Colorado, multi-unit stores Hired and Trained over 2000 staff members Budgeting and Profits Brian’s Specialty Smooth as silk with customers Brian's previous episodes are HERE. Bob Greenwood is one of 150 Worldwide AMI approved instructors. He has created Business Management development courses for aftermarket shop employers/managers, Jobbers and Jobber Sales representatives which are recognized as being the most comprehensive, industry-specific courses of their kind in North America. His courses address the creation of measurable bottom-line profitability and not just developing activity to keep busy, by covering the very detailed nuts and bolts issues that are required to be clearly understood by every level of the industry if an independent shop is going to financially prosper and enjoy a professional future. Bob’s previous episodes are HERE. Link to Automotive Aftermarket E-Learning Centre Ltd. (AAEC) HERE. Key Talking Points: Must know your true cost of doing business to set your labor rate. Know your numbers. Always review them. Multiple labor rates are needed today. One catch-all labor rate will not support the sustained profits necessary to survive Minimally you need three labor rates:Maintenance Rate Diagnostic Rate Re-Flash Rate Additional to consider Fluid Installation Rate Tire Inflation Rate Do not look down the street to set yours. Understand your business A formula is necessary. See below slidesCost Per Billed Hour Formula (CPBH) Bob. Technicians wages need to be expensed not put into the cost of goods for his formulas to work You may have a productivity problem, and the formula will help you determine that The only way you can lower your cost per billed hour is to increase the number of hours you bill.The industry is stuck on sales and activity but should be measuring productivity You may have big sales gains, but have little profit to show as a percent of sales Labor rates on diesel and fleets should be different Rethinking labor rates are critical because when parts are not sold in conjunction with labor you will be making less money at your standard labor rate See slide on show notes page: Setting Your Door Rate for the three basic rates. Below shows two different formulas to discover your three labor ratesMaintenance Door Rate4.5 Times Top Technicians Basic Hourly Wage 85% times your CPBH Diagnostic Door Rate5.35 Times Top Technicians Basic Hourly Wage 125% Times Your CPBH ReFlash Door Rate6 Times Top Technician-Basic Hourly Wage 135% Times your CPBH We are in a knowledge base business, and we must be paid to cover your costs to obtain and sustain that knowledge The Cost Per Billed Hour (CPBH) reflects your efficiencyIf you are inefficient, your cost per billed hour is going to be higher If you are efficient, your cost per billed hour is going to be lower You’ve got to understand your numbers inside and out today Bob recommends twice a year review of labor rates and CPBH Your labor rate should respect the competency of your team You also need to understand the average billed hours per Repair Order (RO)It helps you see how easy it would be to raise your labor rate How many diag hours should we bill vs maintenance hoursMeasure this. Bob suggests today: 25% of your maintenance hours should be diag hoursIf you bill 100 hours of maintenance, you should also have 25 hours of diag billing Diag hours are when you interpret or analyze informationTest driving you are analyzing Scope time is analyzing Consider using a labor matrix on your shop management system Bill decided years ago to be the cheapest shop in town that has the highest prices. Job was done right the first time He tasks his technicians to recommend the labor time it is going to take to do the job right We need to be courageous enough to charge what we are worth and have a conversation with your customers: why. We work on one of most complicated vehicles that man has ever created Labor is the future focus. Your labor rate reflects the value proposition you bring to the tableSafe, reliable, and efficient is what you do for your customer. It requires skills that you need to keep up on. Calibration Labor Rate will need to be calculated as an additional rate necessary as you consider doing calibrations. We are a knowledge-based business. The trade days are gone this is a profession. Bob Greenwood Once you know CPBH, you can calculate your gross margin on every RO If you have a pure labor job you quote the job. Take the cost per billed hours times 20% Become client-focused; use quality parts.Your labor rates will reflect your quality Always consider the investment you must be making, which will require monies; therefore you need to be paid for what you do at the rate that allows you to invest. Resources: A special thanks to Brian Gillis and Bob Greenwood 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 Linked In 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 This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate. She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Key Talking Points: Gender isn't an issue until you make it one- mindset isn’t excuse one way or another Directed away from gender and focus on the skills of any technician People’s bias or judgment is on them and they can choose to believe what they believe- we can choose not to accept it for ourselves. Don’t let other people’s judgments be apart of your identity Both men and women can be insecure “Priming”Saying something you want to prove it right or primed to think about it more “If you enter trades as a female it’ll be hard for you and people will be biased against you..” etc then that woman will be biased to look for it. Self-fulfilling prophecy The stereotypical idea that females should be on the counter in shopsTypically women have the perception of being better communicators but the role should be based on characteristics and personality, not gender “Hiring female to fulfill quota” can be male insecurity when applying and not being hired- easy excuse to make Friction in cultureEasiest and quickest difference between employees is “I’m a guy, you’re a girl” instead of diving into what the real issue/problem is Take “women and men” out of your vocabulary Resources: Thanks to Emily Chung 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 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 As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Are change forces blowing harder and faster than we realize? And are we creating them? A restaurant in my town decided to rent some space in an office tower next to our AAA Ball Park. It just happens that the Toronto Blue Jays are playing there because of the pandemic (Canadian/US border lockdown). All US teams will play Toronto in Buffalo. There are no fans allowed in the park Fans are desperate to see sports and watch a major league team. Did I mention the space the restauranter rented as a 360-degree view of Lake Erie, the city and overlooks the ballpark? This is purely out of the box thinking. The owner is catering, not cooking. You place your order and the food is made a block away at the actual restaurant then quickly shuttled over to the temp restaurant. You’ve got customers who enjoy a meal with a birds-eye view of the park. Not to mention a business owner with a new mousetrap of an idea. How ingenious. Have you put your thinking cap on? Do you need an annex to be able to manage your business? I talked to a few shop owners, some say they are booked two and three weeks out. If you’ve got enough business how are you managing it? Is there a shuttered shop within a few miles that you could rent to allow for your overflow. Have you built your bench of talent that would staff another location? (even short term) Oh, the possibilities when you think creatively and differently. I sense real change coming as we adapt to new ways of everything. View the full article

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. Find Mike’s other episodes HERE. Key Talking Points: Get any great advice that you still follow today? Being consistent Success leaves clues, failure also leaves clues Ever had a mentor? Several mentors over the years, one of the first mentors were friends grandfather- told Mike to look at the man in the mirror and realize you’re your own problem and also your own solution to move forward. What drives you? Thrill of putting things together- building businesses What is the latest book you read? Big take-a-way? “Generosity Factor” “Keys to the Kingdom” “COVID Cows” Do you still have the fire you had when you first started? Yes, but in different way- passion for growing what he currently has and passion for teaching others How do you re-energize? Built new home, rides motorcycle and takes vacation trips Any secrets to ‘time suck’? Map out day the night before, use calendars A big secret to building a strong relationship with Customers? Customer service experience- how you make customers feel Share a car count idea? Maximize each opportunity Name something you tried that didn’t work? Expand retail space in shop, bought radio shack franchise to cross merchandise- failed and needed to focus on automotive repair only Would your organization crumble if you stepped aside? No! Started a succession plan before 50 years old, continue to develop team Top three most important needs to open a shop? People, people, people! Developing staff and team culture The most recent update to your processes/system Accounting side of business Are you paperless? When did you go? 95% paperless, DVI system several years ago, tech notes are electronic How is consolidation in the industry going to impact you? Consolidation will be great for people that want to grow business and move forward Ever made a major pivot in your business? If yes, what? Getting out of day to day operations within last 5 years, Pivoting from owner operator to owner investor If you could send a message to yourself 10 years ago, what would you tell the younger YOU? Read more, network with more people/shop owners, sharing when things don’t go right If you could pick up a new skill in an instant what would it be? Getting better at people skills and growing team, have a vision When in your life have you been so passionately focused on an activity that you lost track of time and what you were doing? Building service advisor training Favorite vacation spot Hawaii for 25th anniversary Resources: Thanks to Mike Tatich 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. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a 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/carm This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/V6pENRKuP8Y Chris Della Bella is the Director of Carquest Market Development, Northern Division, Millville, Delaware. Chris loves to cook and he prepared sweet Italian sausage with peppers and onions on a hoggy roll. This is our first-ever cooking show and I'm glad you have either listened to the audio or watched the video. Resources: A special thanks to Chris Della Bella 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 Linked In 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 This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio

Luke Walker started Luke's Auto in Columbus Ohio in November of 2009 after being a technician for 5 years. The rent was $350 a month for a 1 bay shop and he had zero employees. The first-year Luke's Auto did $260,000 in sales. At the end of 2014, Luke's Auto was up to $750,000 in annual revenue with 10 employees. Luke realized that he needed business training and since 2014, he has spent around $150,000 in business consultants and training. This business consulting and training brought his ability as a business owner to a new level and helped to secure Luke's Auto as one of the top shops in Columbus. 10 years into the business there are now 16 bays, 24 employees, and $4MM in projected revenue for 2020. Luke's Auto is the top Yelp and Google rated independent shop in all of Columbus and was voted as one of the "Three Best Car Repair Shops" in Columbus. Luke's has also been features in the Columbus Dispatch newspaper. Key Talking Points: Started with 1 bay shop, now has 16 bays, 24 employees and on track for almost 4 million Coaching consultants (Cecil Bullard, Ryan Clo, Aaron Stokes) big key with success- profits had flatlined and more problems arose as the business grew and became bigger Credits his success to the team as well- finding talented people that fit the culture of the business Inner-city skills-based non-profit program- wanted to give back to the community11-19-year-old students-focused on high school students The program was established for 20 years but recently in the last 6 months it had stopped due to lead person retiring because of health reasons After school program- an actual shop that has different stations, once a week for an hour and a half for 6 weeks. Identify and cultivate students that are gifted with working with their hands Time trials- timing how fast they can complete tasks after teaching them, top 3 receive toolsets and invite to advanced program Helps separate the students that are gifted and interested in the industry sooner, which will help steer them into the right path for their future Run by Luke and volunteers Hired student from the programStudent shadowed at the shop after excelling with program Youngest hire at the shop at 16 years old Wants to go mobile with programMost of the stations they’ve created are on a workbench inside the shop, can easily transport on a trailer and bring to a high school Raised 150K so far for program- first donation was from a woman from church that donated 50K, other donations were from NAPA and other dealerships Is making money evil in your mind? “Love of money is the root of evil” What do you want to look back on? Is it making money or making a difference and help people Resources: Thanks to Luke Walker 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 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 Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

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. Paul T. McCarthy is the President of Automotive Aftermarket Suppliers Association. AASA is the voice for the automotive aftermarket supplier industry. Paul has 23 years of experience in the automotive industry. Prior to joining MEMA, Paul led the Automotive and Industrial Products Strategy Practice at PricewaterhouseCoopers (PwC). He consulted at dozens of automotive suppliers, eight of the top ten global automakers, and at private equity firms and financial institutions. His past leadership roles include heading PwC Germany’s Automotive Strategy advisory practice and leading global forecasting and analysis for a prominent vehicle forecast service, Autofacts. Paul has an MBA from Duke’s University’s Fuqua School of Business. Find Paul’s other episodes HERE. Key Talking Points: Am I being heard and understood? As owner, and as employee etcTo do lists and “things” often clutter the day- but nothing happens without people 62% of people are not fully engaged in their job 70% of employees feel they never been given sign of appreciation No one gets to where they are in life by themselves- don’t let your ego get in the wayWhy are you in the automotive industry? Everyone has a personal story connecting them to the industry. Leadership is validadting the people you lead everyday- vision, values and validationLeadership is caring and showing that you care Match your words and actions Accepting people for who they are and being comfortable with yourself- sharing what you know and admitting what you don’t know Unlock the talent and potential in people Take the fear out of learning and trying something new Difference between motivation and movement- “Do this or I’ll fire you” vs “Let’s talk about how we can improve efficiency,” One is fear, one is inclusion Do you ask your employees for ideas? Real test of leadership is when times are tough- invoke faith in the process and the industry It’s all about the customer- connecting with themShow your customers you value them- ask how they are doing personally, how their family is doing etc Resources: Thanks to Paul McCarthy and John Passante 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. Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE 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. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit aapexshow.com 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/aDKpVC5ipd0 Pete McNeil is a second-generation family-owned business that started out as a Volkswagen specialist. They quickly recognized their potential for all makes and models and expanded their service offerings. During this time, they joined the NAPA AutoCare program, expanded their footprint in the Salt Lake valley and became a pillar in the automotive repair industry. In 2018 alone, McNeil’s expanded their Sandy location to 16 bays to help accommodate their growing business, training center and partnership with local schools for the continued growth of their apprenticeship program. During this time McNeil’s also took advantage of the Interior ProImage program and remodeled their entire showroom! This included new counters for their 4 Service Advisors, new epoxy flooring, signage, and upgraded comfortable furniture and fixtures! This is truly a place where their customers can relax while having their vehicle repaired. In addition, Pete opened a 2nd location in Riverton, Utah in May of 2019. Pete is very involved in the community both locally and abroad He is active in the local Church Youth Conference, Angel Hands, which assists people with disabilities. Very active in youth soccer with contributions and cars washed to raise money for Sparta-United. He has donated time and resources to “Sandy Pride” which helps residents clean up and beautify the city. Jake Sorensen is the 2019 NAPA ASE Technician of the Year and 2019 Ratchet + Wrench All Star technician of the year. He is an ASE Master technician with L1,2 and 3 advanced level certifications. He is the shop manager and diagnostic technician at McNeil’s Auto Care in Sandy, UT where he helped develop an apprenticeship program that is registered with the U.S. Department of Labor. This program has graduated several high performing automotive technicians and was used by NAPA Auto Care as a template for their automotive apprenticeship program. Jake also developed the curriculum for an automotive course that he teaches at an adult education high school. Alexia Murphy is Program Specialist, Department of Workforce Services, State of Utah Key Talking Points: Sustainability- Without a program, there “will not” be enough technicians for the independents to be able to compete, or grow in this industry. By 2026 we are going to need 46,000 additional technicians (Bureau of Labor Statistics) Less coming into the trade You cannot afford to take your ‘lead’ technicians to teach a new member of the team You need a roadmap and an officially approved apprentice program to support a mentor, training and a career path (Jake Sorensen) Benefits from apprenticeship program Common questions: How much will it cost me? Answer: How much are you losing by not having enough technicians? That number far exceeds the cost of training. Also, the program is not as expensive as most believe. On average, an apprentice will start producing more revenue than the cost of their employment and training within three months! What if I train and invest in someone, and they leave? Answer: If you: choose the right candidate, offer free training, assist with tool purchases and treat them well through their apprenticeship, they will appreciate what you have provided and stay around for the long haul. McNeil’s still employs all three of the technicians that graduated from their program. Maybe more importantly, what if you and every other shop owner sits back and does nothing?It is important to remember that if you lose an apprentice to another shop, that shop is no longer looking for a technician, which may free someone up for you. Department of Labors throughout the country is willing to help for employer and apprentice by providing moniesStates vary. Meet with then and ask them questions and show them your program Skilled trades are advertising to bring in young people into their industry through apprentice programs. Not every candidate will work outA big problem is communication Every other week you need a sit down to review and talk about the next two weeks.Discover if the training methods are working If you find the right candidate, it will work Apprentice vs 2-year collegeStudent loan debt Tool investment Not as much hands on as in shop Schools let them know that when they enter the job market they can get top pay Some schools do not have the latest equipment Many counselors are naive about the industryWe must get involved and change the perception Their supplier, NAPA, is providing incentives along the way. Toolbox, tool credit. Incentives (rewards) for the apprentice to earn Just because you are providing free training, they still have rent, car payments, food. They have a life. Create incentives along the way to keep them motivated and engaged while they are growing their skillsHelp shape their attitude for our trade Departments of labor can help you find training Need a technician. Start with an apprentice. There is no silver bullet to growing technicians.There will be an investment. We must get involved with our community and department of labor. Share your success story STARTFind a group to help you. Example NAPA has this programThere is also a program from the IGONC in North Carolina and many others. Look at an apprentice program as a shop tool, a recipe for success Contact (reach out) to your Department of Labor Look for your candidate by advertising.Jake’s inbox was flooded with applicants. Look for key indicators for holding a job even if not paid shadowing type of experience Their apprentice program has spiked ASE certifications among their technicians The program is broken into 9 stages over two years. Requirements along the way Training classes, virtual, leader-led Demonstrations from equipment people Online video’s Be sure you have an LMS (learning management system) to help track the progress There is a competency section They must their mentor that they learned and can do the tasks that they learned The quality of work in the shop improved because they are a teaching center An apprentice is like a doctors residency to earn certification Jake Sorensen: We all need to buy into certifications. ASE is a very valuable resource for our industry to separate the professionals from the DIY’ers. You cannot become an electrician or a plumber just because you helped a friend or family member on a home project. Yet we accept that exact same experience in place of certification in our industry all the time. Apprenticeships help force up and coming technicians to become certified.I hear people all the time say “I’ve known plenty of ASE Master Techs that don’t know what they are doing and plenty of really good mechanics that just can’t pass a test,” Well I can tell you I have seen it the other way a whole lot more. I know we like to compare ourselves to the medical profession quite a bit. Would you go to a doctor or see a Nurse that was not certified just because they couldn’t pass a test? Not a chance, so why are we so willing to accept that excuse from our professionals? Pete has been tracking his apprentice program for four years and has numbers that show a growth in sales from the training and team approach to share work and build the next generation. Other episodes on Apprentice ProgramsRR 335 Build Your Own Apprentice Program - Dwayne Myers RR 482 IGONC Apprentice Program. Three Students Speak. FTR 064 - Mike Davidson. Find Your Apprentices RR 383 - AAPEXedu 2018 - Road to Great Technicians - Roundtable THA 087 - Automotive Career’s Start in High School and in the Home FTR 007 - Matt Fanslow - Integrate the Malleable Young Apprentice Into Your Shop RR 353 - Kyle Holt - S/P2 - Helping Entry Level Technicians Enter and Stay in the Industry Resources: A special thanks to Pete McNeil, Jake Sorensen, and Alexia Murphy for their contribution to the aftermarket. 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 segmented by Series HERE. Key Word Search HERE. Buy me a coffee Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. 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 This episode is brought to you buy Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com Click to go to the Podcast on Remarkable Results Radio