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Patrick McHugh always tinkered with ‘stuff’. His dad bought an ’85 BMW. They learned all about that car together. A friend, Eric, had a lift and was a BMW person who helped Patrick and his dad learn everything about the CAR. At 15 years old he started working in an airport, doing odd jobs, to earn credits to learn to be a pilot. He soloed at 16 years old. The day before college he got his pilot’s license Patrick attended Purdue University where he studied aeronautical technology. He kept flying and earned his instrument license and became an instructor. He loves to teach. As fate would have it, he became a pilot upon college graduation from Trans State Airlines a regional carrier for United. He was based in Richmond Virginia. With normal pilot downtime, he continued to tinker with BMW’s. He discovered that being a pilot was not for him, so he went into avionics and shade tree work at home. There were too many cars in the driveway, so he had to decide to stop or go into business. Bimmer Rescue was created in 2008 in Richmond Virginia and generates a big portion of its business through referrals. They earn their business through their professional service and attention given to each customer. Patrick’s goal is to develop a relationship with BMW, Mini, Audi, and Volkswagen owners that allows them to get the maximum amount of value from their vehicle rather than buying a new one. Listen to Patrick’s previous episodes HERE. Key Talking Points: What do you do for fun? Patrick’s definition of fun is Race Bar. He loves anything that has a motor in it. Loves to have fun and loves to see people smile. Any great advice that you still follow today? The best advice would be to just “Be there or be around” Get off the things you are doing and be around especially around your kids and family. How did you decide to become a shop owner? The county forced him to become a shop owner. Patrick was a shade tree mechanic in the backyard and he has 8 cars in the driveway. The county mailed him to get the cars out of there. Do you still have the fire you had when you first started? He still has a lot of passion in his shop and people see his drive. He just drinks his cup of coffee and kicks butts. Message to yourself 10 years ago Listen to his peers and seniors, use their wisdom. Don’t fall into the pits that other people have fallen in. Watch/Listen to Carm’s Podcasts Manage work-life harmony Always turn the switch off at 5 O’Clock or 5:30 latest. Other shop owners literally live in their shops and I have decided that’s not going to be me. Biggest learning moment Covid-19, we changed not just our operations but our budgeting specially in interacting with our clients. Community is everything We are very active in doing community art shows. We put on huge parties as we bring in artists to show. We mix family and clients together. Stem classes for kids A major pivot in your business Covid-19, it changed us and pushed us to be a tier above everyone else. What drives you? Internally driven Kids and family drives him. If I asked a good friend or peer what is the secret to your success what would they say? People would say that Patrick draws people, he’s magnetic and always does the right thing even if it doesn’t always feel good. Loves to help people. Any secrets to ‘time suck’? He struggles with this. He writes his goals before the year starts. Teach his daughter to think objectively. Be a better husband. He has a power-list ensuring himself always finishing up tasks and goals. What are you doing to put the Customer first in your business? We ask very important questions and we listen! Top three most important needs to open a shop? Coaches Finance Training Strong teams always win Pay-plans. Teams are paid as teams. Techs that have chemistry and could work well together. The team also picks which new hire to take. A secret to a good job interview? The questions and listening just like customer service. Asking the right questions Resources: Thanks to Patrick McHugh 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 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. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Rick White, President and Lead Coach for 180BIZ, an auto repair shop training and business coaching company. He also owned and managed several successful automotive repair shops. Early in his career, Rick got his arm stuck under a vehicle while working underneath it. He managed to get out safely but it was a wake up call to him and for all of us as well. This is everyone’s concern. There are too many distractions like cell phones, tablets, lackadaisical attitude of it never happening, not focused on job at task, talking to tech next to them and a whole lot more. We need to follow lift maintenance schedules religiously and document every procedure in order to check work properly. Rick White’s Previous Episodes HERE. Key Talking Points: Why does a shop not have a coach?False expectation- seeing other shop owners “making a lot of money” and thinking you can do the same. The national average net profit in industry is 5-7% ($4,000 day average shop made $200 profit) Being the answer man- you have to know it all I can figure it out myself- would take decades to do it, costs too much in profits lost Embarrassment- where you are isn't who you are Coaching condenses decades of learning into days When you don’t get the help you need for business you end up becoming disillusioned and bitter about things- effects personal life, not as engaged, self medicating Picking the right coach- the right fit for your business and personality Failure only happens when you refuse to learn from itWisdom comes from experience and experience comes from mistakes Good result vs bad result- bad results are often seen as “failures” when they should be seen as learning opportunities Failure as feedback- instead of always “putting out fires” in shop you need to be in “fire prevention” mode. What processes and systems can you put in place as a team so you never experience that “fire” again? “Wherever focus goes, energy flows” Tony Robinson Everything business owner wants out of their business and out of life is on other side of the fear holding them back Coaching is about relationships and communication- purveyors of hope (hope in the future there’s power in the present) Change starts with you When you have a choice you can do the right thing, the wrong thing or nothing- the worst thing you can do is nothing Coaching is an investment not expense Money is easy to replace, cannot replace time with family Embrace what your coach says, internalize it, then implement Business during the pandemicDepends on owner’s belief systemExample- owner believes no one is buying and everyone is out of work they will take poor actions with poor results in their business which furthers their beliefs even more Do you see problems or opportunities and potential? Expand your audience- people are consuming online content and videos which is an opportunity for your business Resources: Thanks to Rick White 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, 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/vcZAi4m3ZpM Chris Chesney is theDirector of Customer Training for Carquest Technical Institute. He is also a NASTF Board Member. Visit Chris’s previous episodes HERE. Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif. Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes HERE. Maylan Newton from ESI – Educational Seminars Institute is a business coach, trainer and industry speaker. Maylan is no stranger to the podcast having paid it forward many times. He is a much sought our speaker at industry events in the US. Find Maylan’s previous episodes HERE. Bob Pulverenti is the Executive Director of the Independent Garage Owners of North Carolina and show chairman of ASTE (Automotive Service & Technology Expo), prior to working for IGO Bob worked as the Executive Director of SSRSOUNY in Syracuse NY. He had also operated automotive shops in Central NY for 25 years, as a shop owner he was triple certified with ASE & a nine time NAPA/ASE Technician of the year award winner. He holds the AMI Accredited Automotive Manager certification. He sits on the AASP National Board of Directors and is a registered lobbyist. Previous Episodes HERE. 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. Key Talking Points: Some big work done in this decade was carburetors Maylan was a Snap on Dealer and Mitch was a customer Chris Chesney was also a Snap On Dealer. They kept you in debt so you got up everyday and went to workYou had to pay so you collected from your customer everyday New Tech: Chrysler Electronic Ignition. No points and condensers. “Space Age Tech!!” If you did not have a feeler gauge you used a match book cover Sun engine analyzer. These guys are still waiting to learn how to use it As is typical with each decade or new advances in technology many did not believe it would last Bear static balancer and BADA Bubble Balancer to balance tires New electronic balancer was about $6,000 at that timeTook forever to sell one and to get a shop to buy one These guys pumped a lot of gas. Most shops sold gas. Learning how it works was an incurable passion for these guys Chris Chesney loved the new tech The more cars at the pumps the more cars came into the bays. The gas pumps was ‘social media’ back in the day Mitch won a bet if he could field strip a carburetor, $100It took skill to rebuild a carburetor Electrical and carburetor shops were specialists in the dayThey used a growler to grind the armature Curiosity drove the technician of the day To the consumer nothing has changed.My car is broke, fix it Training was big at dealerships back in the 70's General Motors Training Center that provided training to dealer techs also provided training to the independent via their AC/Delco product division Some training came from the parts people that was more of product training then technical Everyone was in street racing or drag racing The techs of the day in the 70's loved the machine called the automotible We need to start attracting young people into our industry Motor and Chilon were the repair manuals necessary to repair cars of the time Be careful and mindful of the solvents you are working with.Wear gloves, glasses and steel toed shoes Resources: A special thanks to Chris Chesney, Mitch Schneider, Maylan Newton, Bob Pulverenty, and Jerry Kezhaya 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

Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth. Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry. Ryan is also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE. Key Talking Points: Would your organization crumble if you stepped aside?Processes, employees, systems in place for day to day duties How has your business changed in the last 3 years?Technology (DVI), dynamic management system, integrating software If you could send a message to yourself 10 years ago, what would you tell the younger YOU?Raise your prices, hire the best possible help, spend on marketing, take on debt head-on If you could pick up a new skill in an instant what would it be?Marketing video content Recently fired a customer? The reason?Fixed accident damage but still wasn’t driving right, the owner didn't want to authorize more. Gave money back to the customer. Situations like this come down to what you promise a customer. What drives you?Being A-type personality, a strong need for efficiency, and productivity. Enjoys problem-solving and being organized. Plan your day out with a google doc or calendar as a base- reassess and reprioritize when needed Biggest mistakes?Understanding value-focused and not price-focused Manage work-life harmony Balancing business so the owner is not doing all the tasks and jobs Your biggest learning momentWorking with a coach- benefits your business, employees, and customers How did you decide to become a shop owner?A hobby that became the only source of income. And people wanted a mechanic they could trust. Last update on the website?Updated for COVID-19 Most recent updated to processes/systemsBusiness is like a tire, always something that happens- always tweaking processes and systems Dream carPorsche 959 Latest book?“Zero to One” Peter Thiel Learning from startup companies- create something from nothing New technology added to the business? Text to pay system The secret to conducting a good job interviewIs this the right fit for them? Avoid bad hire, is this right move for you? Is this position on your career path? Ever make a major pivot in business? Started as a trade person and hurt back- hired partner but didn't work out, hired a coach and started working on the business than in business COVID-19 pivoting Resources: Thanks to Ryan Clo 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 Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

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. Craig O’Neill an integrator and trainer at Autotex.me. Though he initially began college seeking a degree in history education and was heavily considering missionary aviation, it was obvious to him that his primary calling was to raise a family. Setting aside his full-time education, Craig committed himself to scale the 3rd generation auto repair business to be successful in these exciting but challenging times. An ASE certified technician and service consultant, he is visibly excited about the technological advances the industry is seeing and frequently can be heard speaking to clients sharing his enthusiasm. Craig is committed to elevating the professional image of the automotive service community and consistently looking for ways to communicate with bright young people regarding the opportunities that exist in the automotive service profession. Listen to Craig’s previous episodes HERE. Key Talking Points: Why does presentation abilities matter for shop owners? Aren't they presenting small "speeches" to their teams every week? We live and die by communication Three out of four people have a fear of speaking (glossophobia)It holds people back How could all team members in a shop benefit Leadership skills Communication and LISTENING skills (Advisors to customers, advisors to techs, techs to advisors... etc etc...) Teaches how to give feedback to others effectively Teaches you how to receive critique effectively Shop owners can send their staff as a part of their learning and professional development culture. After all, aren't we supposed to be cultivating the next leaders of our business? Learn the power of the pause Toastmasters connect your shop to your local community. Get out there and humanize our profession! We have things to say that deserves to be heard.It's a LOT of fun! It's the most affordable professional development you're not taking advantage of that is available right NOW! You are timed so you get to your point. Don’t keep rolling over your point. Make it and be done Learn to take criticism of your communication style. Feedback is important Learn to pause Learn vocal inflection Table Topics Elevator speech We'll discuss how a toastmasters meeting might look, and some of the roles people take each meeting We are always waiting to say something next and not actively listening to the speaker Practice makes perfectPractice a presentation Know your material Professional sports athletes practice 99% of the time and play 1% We play 99% of the time and practice 1% of the time Training is critical Craig’s challenge to the industry to get our trainers to embrace toastmasters to help them in their engagement and delivery. He and Chris believe we can all become better presentersRaise the bar on the quality of presentation skills Craig recommends going to an ‘all-comers' toastmasters clubIt opens your perspective to many other professionals and you can learn and share with Provide toastmasters to your team Leaders are readers. Go to Books Page HERE Resources: Thanks to Craig O'Neill 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. Love what we do, buy a cup of coffee 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/2ejUm3dbl_I 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. 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: David sold 3 stores to a big box concernHe owned the properties and got a 15 year guaranteed lease You plan to sell your business on the day you open it. Bob Warde You are going to sell through liquidation, successor, or outside party. 85% of businesses never get sold. Bob Ward IF your business can run without you, you have a great chance to sell. You’ve developed a great team which is attractive to a buyerYour people make the business You plan to sell your business the day you open it. Always be looking for a successorAsk your people what their plans are Ask in employment interviews what their future plans are Buyers buy the cash flow of the business and assetsYou have to prove the cash flow Financial statements must be part of the equations Finding an internal candidate is an extremely viable planYour internal candidate has the skills or you can provide them/ It can makes them a credible candidate. Ask them: What is most important to their career? If they ask that they would want to own a business someday that is a key market for future development for the opportunity for succession Provide a timeline to earn ownership Bring a business coach into the equation to teach business skills David asked his buyer to provide the right pay and benefits for his people. He made sure his people were taken care of Actionable:You need serious financial statements, accurate Consider who is going to buy the operation Where is your buyer going to come from An outside buyer or big box or franchise is rare Your buyer may already work for you. Bob feels that ¾ of businesses sell to an internal candidateIt is a natural transition for someone who has worked for you for years to ease you out of the business via a sale If the candidate has the passion it will work The buyer can earn credits toward equity ownership and for down payment It is the growth and development of people that is the highest calling of leadership. Harvey FirestoneOur business needs to be independent of us Same with parenting What you do today takes care of tomorrow. David Justice People of passion want to buy businesses but have no money. There are ways to make that happen Start getting ready to sell your business. Look for your internal candidate or hire him/her Bob Ward website https://www.perpetualbusiness.co/ David Justice website https://www.repairshopoftomorrow.com/ Resources: A special thanks to Bob Ward and David Justice 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

https://youtu.be/d1-HcrmriME John DiJulius is redefining customer service in corporate America today. He didn’t read the books on customer service, he wrote them: Secret Service, Hidden Systems That Deliver Unforgettable Customer Service, What’s The Secret? To Being a World Class Customer Service Organization, The Customer Service Revolution, The Best Customer Service Quotes Ever Said, and The Relationship Economy One of the most captivating and charismatic speakers today, John’s keynotes and workshops are used by world-class service companies to provide unforgettable customer service every day. In his high-energy presentations, he uses powerful visuals as he discusses the 10 commandments of customer service and explains how to improve the service aptitude of employees at all levels. As the authority on world-class customer experience, organizations across America use his philosophies and systems for creating world-class service. He has worked with companies such as the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Panera Bread, Nestle, Marriott Hotel, PWC, National City Bank, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-a, and many more, to help them continue to raise the bar and set the standard in service that consistently exceeds customer expectations. John is not just telling others how to do it. His strongest attributes may not only be that he has the experience of working with extremely large companies, but knows how to translate those processes to fit small business models as well. Not only is John the Owner, President and Chief Revolution Officer of The DiJulius Group, he is also the Founder, President and Owner of John Robert’s Spa; Named one of the Top 20 Salons in America with multiple locations (and over 150 employees), which he uses as living laboratories to test his findings and theories. Check John's other episodes HERE. Alan Beech knows what it takes to succeed in today’s marketplace. With more than 30 years of experience in the business world, he has worked his way to the top of the automotive service industry in Canada. Alan’s professional career has spanned within both the corporate and entrepreneurial spaces. Today Alan has a number of successful businesses to his credit. Alan is driven by his desire to share his extensive knowledge of the industry and to help others succeed. His main focus today is coaching, consulting and training independent shop owners and dealer groups. Alan’s passion is to see businesses be revitalized through great process and amazing customer experience. Find Alan Beech’s previous episodes HERE. Key Talking Points: Investing in customer experience- being intentional in service you deliverThere’s a science to have customers keep coming back- showing you care about customer Can’t just tell yourself you’re the best in the industry, instead, you need to compare yourself to other experiences you have The wrong motto is “treat the customer as you want to be treated”- everyone needs service aptitude training because people naturally have different levels depending on age and what they’ve experienced themself Can’t out market or outspend your competition- need to out love them with customer experience Focus on appreciating customers that trust you and give you their business Starts with remembering client Secret service systems- ability to know and collect customer intelligence and personalize itGet to know someones FORD in order to establish a relationship-Family, Occupation, Recreation, and Dreams Example- customer picks up the car and a new can of pop is waiting in cup holder because technicians saw what they like to drink from the garbage in vehicle Soft skill trainingRemove personal interpretation of customer service Do you know who your customer is? Their highs and lows in their life- have compassion and empathy Deliver genuine hospitality with 5 E’s-Eye contact, enthusiastic, greet with an ear to ear smile, engage and educate When someone thanks you and you reply “no problem” which is a double negative- replace with “my pleasure” “Don’t ask the customer what they want, give them what they can’t live without.” “Never expect your customers to be happier than your employees.” -customer service starts with the core culture of business and employees Everyone has seeds of potentialThe seeds that don't reach full potential are cheated People are dependent on us to be extraordinary so we can lift them Make customers your priority Customer Vision Statement from Alan Beech“Life has its priorities, you are mine” Link to: Chick Fil A “Every Life Has a Story” HERE Resources: Thanks to John DiJulius and Alan Beech 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 Pro Image and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/hpVepQSUSJg Mitch Schneider is a fourth-generation “mechanic/technician” recognized as a champion of service dealer and technician causes. Mitch is an award-winning journalist, former shop owner, and published novelist. For more than 37 years, Mitch operated Schneider’s Automotive — a successful 6-bay, family-owned and operated service facility in Simi Valley, Calif. Mitch has recent great news on the biggest challenge in his life as he has taken on Primary Myelofibrosis, a rare bone cancer, head-on. He is in his recovery after a successful stem cell /bone marrow transplant in April 2019. I’m so glad to have him back to discuss his novel Misfire: What to Do When Things Aren’t Running on All Cylinders. Look for Mitch’s other episodes HERE. Key Talking Points: Fewer cars in the future?Millennials not as tied to personal transportation- use alternative transportation Tech shortage- demand will fall as technology increases, fewer people working on fewer cars Stem cell transplant surgery from a stranger in Israel Gave a sense of the purse to give back and leave something tangible behind Book “Misfire” became legacy project Goodness of peopleStrangers helping when Mitch fell and broke elbow- willingness to do the right thing Open yourself to the universe to see what is out there “You don’t lose, you just learn”You will make mistakes, move on from it In order to change the future is to be the future- be proactive to reactive Success- always lean into the next challenge Readers make leadersMitch sets aside 15 minutes per day minimum for reading You are what you think and you think when you read Automotive is essential and always has been Should always feel appreciated and admiration for services they provide Make an investment in your own future Resources: Thanks to Mitch Schneider 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. Love what we do, buy a cup of coffee 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 Carm a Cup of 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/GfNwesDiZoE David Friend is the owner of Mobile Tech and Wilmington Hybrids, from Wilmington, NC David has two locations. an ADAS Calibration shop and teaches ADAS calibration in his dedicated training center. Listen to David’s previous episodes HERE. Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt’s other episodesHERE. Jim Carpenter is the owner of Quality Auto Body. Key Talking Points: Part 1 was Town Hall Academy 138. Link Here ADAS calibrations require a continual investment is newer equipment You may not be able to work on every single make or model Aftermarket equipment is a compliment to OE toolingThis is yet to be an exact science but OE tooling is best to lean on Get paid for your investment. Get your pricing that includes your investment in facility, tooling and equipment Insurance companies make their money by not paying out. A body shop problem getting paid or their money worth for ADAS calibration Every make/model is different. Chevy vs Audi will require more time and different equipment. Charging the same for a Chevy vs an Audi will not make you any money. Insurance companies see no value in training, certifications. Too many want it done cheap and fast to get their client out of a rental. There is a safety factor here. You need to consider a moral factor to do the job right. You need to know where to get OE service information You must want to understand technology in order to do calibrations. You need to read and comprehend. It takes math and science to do a good calibrations Markets will not bear an ADAS Calibration shop on every corner You need to research how many ADAS Calibration shops in your market You will need to develop a business plan to you can see the return on investment over time Promoting your new calibration center will require door to door, flyers and even a campaign into the marketplace. Promote your new services to glass shops a great source of work.Just because the post-scan is good doesn’t mean the ADAS component of the vehicle is fully functional Consider if the vehicle is not drivable there will be a tow involved to bring it to your shop A big responsibility is to be sure the vehicle is functioning 100% within spec. It needs to behave properly when it leaves your shop. Moving forward David feels the OEs need to help us verify if the vehicle is fully functional after calibration. Full autonomous will require that. Access to information for ADAS calibration will be important to the future of calibrations You must sign the petition HERE: https://yourcaryourdata.org/ You need the right type of environment for a calibration center Matt purchased a new facility to create his ADAS calibration center and put it under a separate entityHe is looking for opportunities from body shops, small dealers and mechanical shops that require calibrations He is offering pick up and delivery services David says there are some great aftermarket tooling however he cautions that nothing will replace OEM David holds ADAS training and recommends paying to get OE service information Insurance companies are squeezing all aspects of the repair process. They are also crunching ADAS calibration costs to providers When calibration isn’t rooted in a collision, you must get the correct price based on individual time and equipment invested. Is menu pricing is used you may lose money Insurance company denies and you’ll need to defend your price Technical service bulletins need to be reviewed. Matt hears that at the OE level there are challenges in ADAS systems working or shutting down. Still in the twilight of ADAS calibration David believes that a pre-scan should include a pre-inspection The brake system is no longer just a brake system it is part of an entire system that needs to play nice with all other components like ADAS. Every sensor can lead to the braking system Invest in training of your people Depending on the state, the person who gives the keys to the vehicle owner is on the hook for the safety of the vehicle An ADAS equipped car saved David’s life because it did what it was designed to do. Repairing a vehicle, by getting the ADAS system re-calibrated has given him a new perspective. Don’t cut corners. Resources: A special thanks to David Friend, Matt Lachowitzer, and Jim Carpenter 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. Love what we do? Buy Carm a cup of coffee HERE. Facebook Twitter Linked In Email 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

Matt Lachowitzer is a husband, father of 3, avid Minnesota Vikings fan, and owner and founder of Matt’s Automotive Service Center. A Herman, MN native, Matt started this company as a two-bay shop back in 2009. He has expanded the company into 6 locations with beautiful, state of the art facilities all over the Fargo-Moorhead area. Matt enjoys being a pillar in the community, giving back in any way he can, and providing knowledge and education in the biggest ways possible. As a result of being a continuous educator and an amazing pillar in the community, Matt won Entrepreneur of the Year in 2015 through the Fargo-Moorhead West Fargo Chamber of Commerce. When Matt’s not working, he enjoys fishing, riding ATV’s, watching football, and traveling with his family. Check Matt's other episodes HERE. Key Talking Points: Grew up wanting to be a lawyer then plan B was diesel mechanics The family sold the farm, dropped out of school and started working at local GM Dealer Opened first shop with support of wife 6 locations in 11 yearsThe secret is hiring employees that believe in your company and what you’re doing and being a pillar in the surrounding communities Culture of business- people want to feel something when they come to work, customers want to feel like they had an experience Continue to “wow” your customer and have a relationship with them- giving them a card, blanket, flag, etc- cement that “wow” moment with the customer to create your brand Need to have standard operating systems in order to successfully run multiple locations Connect customer with the technician that works on their car Training- twice a month and 3.5 hours each timeBuilt training facility SWOT (strengths, weakness, opportunities, threats) once a quarter A lottery system for employees to go to other training opportunities/seminars- if they go they are required to help develop training for the rest of the employees that didn’t go Connecting with the communityEncouraging entrepreneurshipGirl scout cookie badge- any girl scout that comes into each store to sell the store will buy 2 boxes (has to be the actual girl scout). Donated half of the cookies local food pantries and the other half sent to veterans overseas Make a wish foundation Sister is cancer survivor and business strives to grant a wish to one child per year Day of Service- 5th year The nomination process to get up to $1,000 worth of repairs on the vehicle the day after Thanksgiving Any car that has a child seat in the back, technicians take a teddy bear and buckle it in and make note of version (change teddy bear once a year) and the customer keeps it. On pace to go through 25,000 teddy bears. This isn’t just a car, it’s a customer Knowledge is power: women car care events- 14 events so far. Average attendance is around 80 Resources: Thanks to Matt Lachowitzer 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. Love what we do? Buy Carm a cup of coffee 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 Carm a Cup of 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. Talk with your servicing NAPA store or visit, www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Taurayi Raymond Sewera is one of the few automotive technicians who can fix cars from gasoline, hybrid and electric vehicles, to heavy-duty diesel vehicles as well as earth-moving and farming equipment. Being the only technician in Africa who is certified by the National Institute of Automotive Service Excellence (ASE) for light duty diesel, medium and heavy-duty trucks and advanced level specialist (L1), Taurayi has broken many barriers and is still aiming for more. He is the first and only African member of the Automotive Service Association (ASA). Check Taurayi's other episodes HERE. Key Talking Points: Didn’t have enough money to fly to Vision 2020 from Zimbabwe but had already paid for hotel and fees for conference, Vision founder sent money to Taurayi so he could still attend Will start to import hybrid and electric cars After Vision 2020 taking ASE Test- only 4 systems left to become ASE world class techniciansStandard in industry Nothing should stop you from achieving goals- Taurayi currently battling chronic pancreatitis Goal- start automotive school back home Keynote speaker in Australia for their biggest event called Autocare in June 90% of citizens in Zimbabwe cannot afford 3 meals a day- have resources to be a rich country (gold, lithium, diamonds etc). No training for technicians See below for Taurayi's certifications. Resources: Thanks to Taurayi Raymond Sewera 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. Love what we do, buy a cup of coffee 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 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 shop-ware.com 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

The Panel: Lauren Anderson is an Executive Assistant to her dad at the eight location Victory Auto Service in Minneapolis, MN. In her position, she gets the opportunity to learn all aspects of the business, through her dad’s experience and perspective. Her dad, Jeff Matt (his previous episodes here) gave her the Freedom to speak up on any subject at any time either to make suggestions or to ask questions. Hear Lauren’s previous episodes HERE. Leigh Anne Best has been the Marketing Director and Customer Experience expert at Mighty Auto Pro for the past 11 years. She is also the Co-Founder of Brakes for Breasts and serves on the Advisory Board of an industry magazine and is on the AAA Approved Auto Repair Advisory Board. A great feature of Might Auto Pro is a special women’s event that Leigh Anne holds called Women, Wheels & Waffles. These are very popular events. Listen to Leigh Ann's previous episodes HERE. Mike Dela Cruz is the National Sales Manager of Broadly.com. A company who is helping businesses in the automotive aftermarket get positive reviews and making them look good online. Key Talking Points: Some Fake Reviews come from:Disgruntled former employees Competitor looking to discredit your reputation online (could be an act of desperation)An inherent ethical problem in our business that pulls everyone down (Carm) Many times the name of the reviewer is a pseudonym. It doesn’t look real. They are not frequent People will look at Google reviews to learn of a businesses reputation Fake reviews can upset you because they are not a real depiction of your business Potential customers will read them. If you have more four and five-star reviews they can weight on the occasional one or two-star or fake reviews You take pride in your hard work building your business, however, you will get the occasional fake review. Suggestions on what to do:Always keep your response professional Be sure your headspace is proper Don’t defend yourself Present the facts. “You are not in my database.” Keep the emotion out of your reply Don’t make assumptions Do the research. Were they a customer Keep the response empathetic with an apology Provide a productive next step Mike suggests saying: ‘Thanks for taking the time to write a review or share your thoughts’. He suggests not to apologize if you didn’t do anything wrong Explain the core issues, but try to make it brief and straightforward. Leigh Anne’s number one source of new customers is Google. Google reviews can be critical to your reputation and growth People look for patterns in reviews and the responses from the owner Great or bad reviews present big opportunitiesYou must respond to everyone Show your transparency Make the customer a believer in your brand It takes some time for a person to write a review. It could take them 12 - 15 minutes. That justified why you need to spend time responding.How fast your send will also support the relationship and bond with the customer Don’t let fake reviews bother you. Just dial down your anger and deal with it Google will allow you to share posts Leigh Anne send a handwritten note to customers who send reviews thanking them for the great reviews When you are hiring the candidate will look at your reviews. Managing them and responding helps in your recruiting efforts and reputation. Resources: A special thanks to Lauren Anderson, Leigh Anne Best, and Mike Dela Cruz 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. Love what we do? Buy Carm a cup of coffee HERE. Facebook Twitter Linked In Email 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

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. Key Talking Points: Victim excuse- be self-aware of how you speak to others Key is to listen to yourself before you’re going to say something instead of listening after you’ve said it End of a sentence/statement/question: did it uplift you, give you life and move you forward? Producing results inside before they come out “One man’s confidence is one man’s arrogance.” Ego is fear-based- scarcity mindset, no realization of the real value of who you areWeaknesses are overextension or misuse of a strength Ego is trying to elevate your virtue and lower another person/place or thing- you think you have to be on top or have no value Women/wives in auto business tend to not have a fear-based ego when they make mistakes, want to simply correct mistakes and move on without having failure ego Letting go of your ego- eating humble pie to move forwardMoment of surrender to the “what ifs/failure/shortcomings” and instead look at “what could be” When you put emotional meaning/self-worth/value on a result you didn’t want you to create a victim story- instead move forward to get the result you want Emotional intelligence and personal developmentPeople don’t change until they see the prices they’re paying don't outweigh the benefits they’re getting Until someone sees what it’s costing them, their frustration creates space for the victim and ego stories to exist 60% of your emotional intelligence is already hardwired in the brain by the time you’re 5 years old, 7-8 years old 80%, teenager years 95% Best return on investment is an investment in yourself Unique AssessmentMeasures in thinking and the ability to produce solutions Behavioral traits that affect results Occupational interest Resources: Thanks to Dave Schedin 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. Love what we do? Buy Carm a cup of coffee 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 Carm a Cup of 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, www.napabenefitscenter.com Click to go to the Podcast on Remarkable Results Radio

Connie and Russell Cook owns Finish Line Automotive in Ocala, FL. Talking points: Husband and wife story of commitment to open their own shop Russel had a long commute and worked at a dealership Connie finds a going shop within three miles of home and Russell did the research Russell has 27 years experience as a dealership tech Russell know they needed help on the finance side of the transaction They put a lot of money as a down payment but put them in a tough position with working capital. That is why Russell continued to work at the dealership for 5 monthsThey have survived with his normal income They will continue to take less of a salary to help the business get on a strong cash footing They took ownership on February 1, 2020, and one month later Covid-19 hit. They are coming out of it very well They kept some of their great, long time, people that have helped Connie transition Connie had to learn to be a service advisor Russell will jump in at whatever level he needs to do from counter to be in the bays The business they bought had good consumer ratings. They keep hearing good talk about the business They started with a database of 5,000 customers They made a move on labor rates. They were too low compared to other shops. They also changed their menu prices They fixed a credit policy that charged more if you used your credit card. Wrong thing to upcharge A bright and well-lit waiting room Fix it or repair the new businessComputer/Invoicing Broadband speed AC Recharger would not complete a functionCouldn’t get it repaired Bought a used on Scan tool They were blessed with the technicians that were in the business and the affordability of the deal.He has 5 bays and 4 usable An alignment machine Resources: Thanks to Connie and Russell Cook 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. Love what we do, buy a cup of coffee 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 Carm a Cup of 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/7hqClM0a1zM Tom Lambert, owner of Shadetree Automotive. Tom Lambert got his start right at home. His dad and uncles always had projects going on in the home garage. During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding. In the past three and a half years, Tom and his dad have made strategic adjustments in the business. They are now a $2.5 million dollar a year shop with 10% annual growth and profitability. They continue to improve every day. Tom says he has the best team and a strong culture. In January 2017 Tom bought his dad completely out of the business. Tom struggled for many years because he had lost his passion for the auto industry. After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes HERE. Greg Buckley is the CEO the 50 + year young Buckley Personalized Auto Care in Wilmington, DE. He’s a member of ASA, an ATI Coach, a member of the Delaware Automotive Service Professionals, past member of the NAPA advisory board council, is vice-president of NAPA business development group. Hear Greg’s previous episodes HERE. Key Talking Points: DifferentiationDealers, especially at the higher end brands, have loaners Billboard. Make impressions with every vehicle if you have it wrapped with your logo Tom is a front end guy,He wants to save money but also focuses on makin money He knows he has to balance the budget He finds extra sales upfront that more than covers his costs Greg hesitated for year to get into loaners until he found a company to help him get into them properlyHe researched with other shop owners to find their loaner strategy and their ROI He found that the numbers made sense and wondered why he hadn’t done it sooner Greg has GPS on each loaner Links discussed in the episode from Greg:Insurance Lancer: https://www.lancerinsurance.com/ Loaner manager: https://www.arsloaner.com/Manage GPS Evaluates your ROI Handles extra fuel Creates a digital transaction Each client leaves with a signature on the loaner car agreement The vehicles that in the shop that had loaner cars had a large ticket Tom has 13 loaner cars and he does approximately 15 tickets a day. He has a high average ticket 50% of his customers take a loaner. If they don’t need it they don’t take it They balance the workflow and loaner schedule Risk is an inherent part of providing loaner cars Customer needs to have full coverage insurance Tom puts a portion of the costs of the loaners into marketing against his marketing budget Tom doesn’t have a minimum ticket to give out a loaner car. Even if an oil change he will give a loaner.Some dealers have a plateau or conditions that base if a customer gets a loaner car Greg believes he will add to his fleet. He may even get a pick-up truck to help his commercial accounts At the counter your two biggest objectionsTime: I need my car and can’t leave it (loaner car is tool to close that objections Financing: Give them this tool to help close Look at your opportunity costs. Tom finds on average $2300 wrong with every car. He knows that a loaner car and financing helps shore up these sales opportunities Greg had his advisors take out the loaner car out for a drive to get them in the ‘driver’s seat’ LINK TO AAPEXSHOW.COM/SERVICEAWARDS Resources: A special thanks to Greg Buckley and Tom Lambert 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 Click to go to the Podcast on Remarkable Results Radio

Andy Bizub from Midwest Performance Cars in Chicago is also a native of Chicago. His first career was 25 years as a commodity trader. He entered the professional auto industry in 2014 by acquiring a failing shop in downtown Chicago that he was a customer of and started a turnaround. Andy now has two locations. He bought his first car at age 19, a 1972 Triumph Spitfire, which was the start of his gas, oil, and automobile obsession. Look for Andy’s previous episodes HERE. Lucas Underwood is an Automotive diagnostic specialist, shop owner, and foreman. He owns L & N Performance Auto Repair, Blowing Rock, NC was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Offering Repairs On All Makes & Models, Gas And Diesel. Lucas was honored by ASTE as the member of the year 2018. Look for Lucas’ other episodes HERE. Key Talking Points: Complaints from shop owners about their customer It is Andy’s contention that we program our shops to get the customers we serve and attract ASOG Facebook Group was started to help owners It took Andy some time to realize that he didn’t want every customer that travled in front of his shop to become customers Lucas’s shop coach says that some business owners are in love with their problems and not their solutions Some shops need a nudge in the right directions and it helps out the entire industry Many shop owners should be doing better and when they do it helps out the entire industry Andy and Lucas both have a coach There is no excuse to hold onto fundamental problems in your business Lucas started to change his business with the low hanging fruitHe wasn’t charging appropriately. Not his labor rate but the time charged on the ticket. It hurt his business and people When you start to figure it out, you don’t want every customer His customers are interested in value and what he brings to the table Owner on the counter gives time away He was taught fundamentals and his coach wanted them to become muscle memory so he can react and fix new problems You need to learn the concept behind why you are fixing segments of your business Andy- When you get the numbers right he doesn’t worry that he can’t pay the tech X on the high slide, but pay the tech X on the low side. He wants his techs to earn a great living, pay their mortgage and put food on the table. He doesn’t worry about paying his people to little When the business is financially managed you can make the decisions on what to pay and what to charge You can motivate yourself to grow if you don’t see your numbers Lucas’s coach says: “Perfection is a lie told by the devil to steal the dreams of men”Lucas was told to get out of the bays and start running the business because he was slowing the business down You need to manage yourself out of the business so you can be away from the business without you there What gets in the way of running a great business:Arrogance Pride Ego Ignorance. You don’t know what you don’t know There are people willing to teach you, but you have to be willing to listen Why would you invest in your business and make only 5% net profit, when you can make that with a smart investment. Too many shop owners are happy with a minimal profit and when they get ready to sell that will hurt their valuation Read Mitch Scheider’s book Misfire. Find it on the Books page on the website. Get it HERE Owners need to think about where they bring the most value to their businessMany believe it is under the hood. Then hire someone to run the business Many don’t believe they can be the visionary and a great marketer, but that is a critically important role Too much is being in hero mode. Trying to be perfect in all ways and just spinning into a hole It’s OK if things don’t go rightWe quickly blame the customer for what went wrong We take zero ownership for what went wrong When you look at other ships you see the highlight reel of only what is right You will have things that go south and you need to recover and learn from it You aren’t the only one with problems You can get a filtered perspective of what your customer needs from you and what they expect. You get hardened and you need to do an often reset on your thinking Resources: Thanks to Andy Bizub and Lucas Underwood 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. Love what we do? Buy Carm a cup of coffee 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 Carm a Cup of 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 by talking with your servicing NAPA store or visit www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE. Scott Brown is an ASE Master Certified Automobile Technician with over three and a half decades of professional service industry experience. He and his wife own Connie & Dick’s Service Center Inc., a 57-year-old independent shop in Southern California. With a strong focus on engine performance and electronics, Scott began collaborating with other industry professionals, online, beginning in the early 90’s. Since 1995, he has been an instrumental resource in the development of the largest online community of automotive service professionals, the International Automotive Technicians Network — iATN where he once served as company president. Additionally, he serves on the NASTF Board of Directors and is a member of the following associations: ASCCA, CAT, ETI, I-CAR, & SAE. Scott is the founder of diag.net. Find other episodes that have featured Scott HERE. Diag.Net 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. 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 are 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 has helped grow his business. Listen to Seth’s previous episodes HERE. Key Talking Points Seth and Scott are working on Tesla vehiclesSuspension failures Door handles Northern climates, you’ve got to pull the calipers (a brake service) Hybrids need brake work that many are not looking at Where do we get service information and access to scan tool informationSeth: Tesla is taking an aggressive stance to keep their information close Newer models are showing with OBD II port on model Y and 3 Tesla will charge you an upfront diagnostic fee when you make a service appointment for a warranty issue. If it is legitimate you get a refund. Tesla has mobile units for remote service Seth had a friend with a noiseHe was able to diagnose the problem and told his friend what the problem was Tesla’s service and distribution model is not like the franchised dealerships You can only buy parts from Tesla MCUs are failingThey upped their warranty to 2/24 on that component How do you look up parts and know what part number you needSeth purchased Tesla Service Info.com from tesla for $3,500 per yearA result of the clean air act in Massecusits. Available nationwide You can look up your parts get a number and then call them They don’t have a retail parts ordering system They create a service invoice. You pay it via the app and then you pick up your part You have an APP because you are Tesla owner Seth is active in a Minnesota Facebook forum on TeslaWeeks wait for service Scott is doing tire rotations and cabin filers on his customer base Eventually, BEV will need to pull an emissions reportThe vehicle will need an OBD port to get the data Scott generates his own energy at home and uses it to fuel his Tesla Scott ordered the upgrade for his Tesla (3.0)The unit is 21x the computing power of the previous version Scott recently got a software upgrade that gave him more features on his camera Seth got a ‘brick’ episode when he did an upgrade.He got Tesla to help him, with a router reboot and then reinstalled the software He also rebooted the car twice Other OEMs are moving to Over The AIr (OTA) updates MCU: Main display. The heart and soul of the vehicleAll the charging goes through that They provide a $1,500 refurbished unit if it goes bad Seth is working on training courses and rebuilding MCU units to sell in the aftermarketThese are out of warranty units If you are going to work on Tesla, you can market through social media groups 70% of vehicles get repaired in the aftermarket. Tesla needs to help get their cars repaired by the professionals so more people will want to buy one Link to AAPEX Service Awards HERE. Resources: Thanks to Seth Thorson, Scott Brown and Matt Fanslow for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Love what we do, buy a cup of coffee 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 Carm a Cup of 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/jxf4tEfk2cI Scott Shotton has over 25 years of technical experience in automotive repair shops. As the owner of The Driveability Guys, Scott performs mobile diagnostics and reprogramming for local repair shops in the DeKalb, Illinois area as well as industry training around the United States and Canada. He was also one of the four trainers for the Illinois EPA’s vehicle emissions testing program. Scott is a former automotive instructor at Kishwaukee College. Prior to Kishwaukee College, Scott was adjunct faculty at the College of DuPage for 7 years. He has a degree in Automotive Service Technology as well as many hours of training by manufacturers and independent training entities. Scott is also recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. Scott has written many technical articles for Motor Age and Gears magazines. Scott became an ASE Subject Matter Expert (SME) in 2017. Scott currently maintains 21 ASE certifications including Master Automotive Technician, Master Truck Technician, A9, L1, L2, L3, Alternate Fuels and more. Scott’s previous episodes HERE. Jon Bockman owns two locations; Bockman’s Auto Care in Sycamore, IL and the newly opened Bockman’s Truck & Fleet in DeKalb, IL. Jon is a second-generation owner of a business that has been around since 1964. He is a member of ASA and sits on the local college advisory board. He is the treasurer of a NAPA Business Development Group and is the winner of the 2019 NAPA AutoCare’s Shop of the Year. Jon's previous episodes HERE. Eric Ziegler, a Mobile Diagnostician owner of EZ Diagnostic Solutions Inc in Peoria, IL. Also, an instructor for Automotive Seminars and The Driveability Guys. Eric's previous episodes HERE. Dave Denmon founded Dave’s Car Care (formerly known as Dave’s Tire and Auto Corral) in 1980. He has been very active in the community, sponsoring Food for the Hungry, the Phoenix Women’s Shelter, Little League, girls’ softball teams, and established Sunny slope Ministers of Hope to feed local homeless. Dave's previous episodes HERE. Key Talking Points: As a test on ‘how is business’ in the face of the pandemic, both Dave and Jon are doing well Conceptually,Specific and focused on exactly what you need Theory and hands-on One on one because of the smaller class Defray cost by inviting local shops to participate AdvantageLooking for a specialized type of training. Customize to your needsPico Scope as an example Develop a core group of technicians to do this type of training Save travel, hotel and some food costs Shared training among your peers in your market More intimate. Instead of many generalized classes, you can pinpoint Move from basic training quicker because of a small group Use your shops’ equipment In today’s culture, you need a commitment from your technicians that are willing to learn every day You may hire a technician that has never used the equipment you use in your shop. Hire for this specific training Repetition if the mother of learning. Dave Denmon Dave has a contract with his techniciansWill get a monthly credit against a total he is investing in them with training Download Form HERE. This builds training buy-in and a training bond You have to train your people Technology explosion in the next five years Flat Rate vs Hourly/Incentive (hybrid) Eric: Average technician pay in US $38. That is average. Eric does technician mentoring Navy Seals: They all have their role Dave is not going to run ads for technicians he will be drafting them from previous This type of specific train is fluid. At this time just about anything goes Dave: You need a structured training commitment and a budget between $25K - $50K per year if you want to survive in the next 3 - 5 years Major corporations will control the quick services for vehicles but fixing cars that have drivability problems will become a real need in the future Flat rate is irrelevant if you can’t fix cars Dave instituted a technology service access fee on invoices to help fund subscriptions and toolsIn 5 years he collected $77K Dave: Covid-19 has opened up the job market. There are many talented technicians available. We were always held hostage by the technician shortage You must give exceptional customer experience if you want to have the highest labor rate Connect with your favorite trainer to come to your place to create specific training for your team Connect with Scott or Eric: Scott Shotton ([email protected]) Eric Ziegler ([email protected]) LINK TO AAPEXSHOW.COM/SERVICEAWARDS Resources: A special thanks to Scott Shotton, Jon Bockman, Eric Ziegler, and Dave Denmon 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 Click to go to the Podcast on Remarkable Results Radio

Terica Buckner grew up in Portland Oregon and now lives in Vancouver Washington with her husband Andrew and their two year old daughter Emrys. She started working on cars at Benson High School in the automotive program at age 15 and started working as the shop helper at Hawthorne Auto Clinic just before her senior year. Terica continued her education by completing her Associate degree in Applied Science for Automotive at Mt Hood Community College, working as an automotive technician apprentice at Hawthorne Auto Clinic as part of the program. Shortly after graduating she became a service advisor at the Clinic and later earned her Bachelors degree in Business Administration. Terica expanded her skillset by becoming the bookkeeper while continuing service advising, utilizing both her degrees and automotive technical experience. After 20 years of working at Hawthorne Auto Clinic she was offered the chance to purchase the shop and took over ownership 2 years later in January 2020. Terica continues working with passion in the automotive industry and is excited to now be in the position to set new standards in an ever changing field, especially with the current challenges COVID-19 presents. Look for Terica's Episodes HERE. Key Talking Points: Employee turned shop owner23 years total, started summer before senior year of high school Was apart of the automotive program in high school then a scholarship to apprentice program for post-secondary schooling Passion for fixing things A succession plan for the previous ownerWanted to retire within 5 years, Terica wrote a letter of intent for buying the business Terica had the experience in many different roles in the business along with established relationships with the employees and customers Advice for other female technicians wanting to become an owner- open communication with the existing owner, learn as much as you can about all aspects and roles of the business. Share your dreams and passions with others. Covid-196 months into owning business pandemic happens I the first week the town shut down the sales dropped 50-60%- put majority of staff on furlough, held onto 2 of their top technicians to continue working Each week got better with the support of customers Sent emails to customers to keep them updated on their sanitizing procedures and tips to keep car maintenance from not driving Staff4 females, 4 males Technician training- 40 required hours of training per year, give feedback about training classes after completed Resources: Thanks to Terica Buckner 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. Love what we do? Buy Carm a cup of coffee 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 Carm a Cup of 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 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

Before joining ATI, Geoff Berman worked in his family business for 16 years and had realized that the changes I wanted to make in the business were never going to happen under the current leadership. I hit the lottery when I found ATI. Now I can influence many businesses, not just the one I work in. I found very quickly how much I loved helping shop owners and their staff change their lives. Key Talking Points: Employee Engagement ClassPositive feedback from students Animated and emotional presentation- effective because coming from the heart and passion from Geoff Top problem with the industryTech shortage due to the ego- need to communicate better with the younger generation Becoming a coachStarted working at the family business Sent Geoff to classes and schools but wouldn’t let him implement changes Left family business and replied to an ad in the newspaper as a manager for ATI- able to finally impact so many lives as a coach 16 years at ATI As a coach you need to be patient, looking past own ego as coach- humbling experience Husband and wife duos- can be challenging working and living together 24/7, successful ones have strategies in place for it Succession planning- most shop owners have skewed ideas of their shop’s worth, if you're an intricate part of the business all you have to sell is a job. Replace yourself in business first. Resources: Thanks to Geoff Berman 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. Love what we do, buy a cup of coffee 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 Carm a Cup of 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/axP6xZK3dgg Mike Chung is director, market intelligence at Auto Care Association. With more than a dozen years of experience in market research, Chung and his team provide the industry with timely information on key factors and trends influencing the health of the automotive aftermarket and serving as a critical resource by helping businesses throughout the supply chain to make better business decisions. Chung has earned a Bachelor of Science in chemical engineering from Massachusetts Institute of Technology (MIT), a Master of Science in environmental health management from Harvard University and a Master of Business Administration with a concentration in marketing from Montclair State University. Hunt Demerest, CPA at Paar-Melis. Hunt is Accredited in Business Valuation and a licensed Certified Public Accountant that has been with the firm since 2006. He specializes in business taxes, valuations, and does consult work with our clients all across the country. When he’s not in the office, Hunt enjoys spending time with his family, golfing, working on and racing his cars. Listen to Hunt's previous episodes HERE. John Wafler has spent all of his working career in the automotive industry and has experienced almost every position in an automotive repair facility (yes, he started as a technician back in 1982) and also owned his own automotive repair business for several years. This background, in addition to the post-secondary education he received in Business Management, Marketing, and Computerized Management Systems gives him a unique perspective on what it takes to be a successful business owner in today’s challenging automotive aftermarket service industry. John also worked as a Systems Integrator/Franchise Consultant/Management Trainer for Pace Automotive Systems in Canada for seven years and for Horizon Training and Management for the next five years, where he was introduced to RLO Training and the “Series One” Automotive Management Workshops developed by Bob O’Connor. At RLO Training John started as a Bottom-Line Impact Groups Facilitator with Bob O’Connor back in 2001, and since then has helped hundreds of shop owners achieve high levels of success through his training, facilitation, and coaching. Listen to John's previous episodes HERE. Key Talking Points: AutoCare Association has been pulling data from it’s members regarding the impact of the pandemic to help them understand and cope. They’ve provided a few slides for this Town Hall Academy Cash PositionIn early April 36% were highly concerned In May and June, 16% were highly concerned A very strong discipline for the service professional happened within the first two weeks or months when Covod-19 hit was to look at every expense.Called every vendor. They found items they were paying for and not enjoying Many found a 20% reduction in costs Too many shop owners were costing along as they become more profitableMargins, and getting fat with their fixed expenses Budgets need to be reviewed Every cent needs to be scrutinized, pandemic or not Many shops that put cash aside did not worry about getting through this The pandemic was the single most stress test on your business Many shops got the PPP money and EILD has provided them a strong cash position The aftermarket is typically immune to certain downturns, the industry is cautiously optimistic. Staff ReductionsSmaller companies were not going to reduce staff as much as the larger ones were Service professionals do not have to go into board rooms to decide and they are closer to their people and their families to ride out their decision to reduce staffIf they did it was a short period of time Reduced hours Opportunities for the independent to hire technicians from dealership layoffsDealerships were always a smart and solid place to work. Covid-19 changed that They were quick to shut down their service bays even though they were essential A number of shops considered letting people go, were not great contributors to the business. Many did whatever they had to do to keep their best people on the payroll The tough problem is the extra amount of federal unemployment is making it tough to get people back to work. The extra $600 per week makes it hard to go back. Many shop owners are rethinking wages Labor rates need to go up Charging for extra charges like concierge service is not the right moveIncrease your labor rate to cover any extra cost of doing business The optics for the customer will feel they are nickel and dimed to death Don’t be the cheapest in town OverallMany shop owners are having the best June ever. Some are booked out a few weeks We are not out of the woods and need to be cautious and be safe. Virus hot spots are growing Very optimistic for the year at the service level Road trips are being planed. May be safer than air travel The RV industry is booming Will the work from home and back to school have an impact on miles driven Many shop owners have said that the pandemic is the best thing that happened to themWith PPP and EIDL monies smart operators have helped their cash position They got caught up with debt Opportunities to buy weaker shopsSome are using pandemic as an exit excuse Resources: A special thanks to Michael Chung, Hunt Demerest, and John Wafler 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 Click to go to the Podcast on Remarkable Results Radio

Ashley McCabe – McCabe’s Automotive Specialist, University Place, WA. In 2015, Ashley took over her father’s decades-old automotive business. She might not have known much about cars when she started, but she sure did know about customers. Ashley started at the front counter, and her father said he could tell that she understood customer service and how to connect with people on a deeper, more emotional level. Fast forward -- Ashley is vice president of the company. Ashley has hired her first office team, and they have outperformed some of her father’s best years in business. Her father and the rest of her family couldn’t be prouder. She has a true passion for helping customers and finding her voice as a woman in a male-dominated industry. She hopes to inspire more women to take the leap and join this amazing ever-growing and changing industry. Michele Winn graduated from Lincoln Technical Institute in Indianapolis, Indiana in 1994. Here is her resume: She worked for an independent Goodyear service center for 6 years where she did brakes, steering and suspension and under hood maintenance. In 2000 she taught an ‘Intro To Drivability’ class at Linder Technical Services. She also helped recondition fuel injectors, answered hotline calls from member shops and figured out tough drivability problems that were brought into the shop. Michele always enjoyed turning wrenches and went back into a large shop environment in 2009 working for Beck Service Center on the south side of Indianapolis. She has been the only drivability and electrical technician in the shop for the past 4 years. Beck is a large shop with over 30 bays and 18 lifts. Listen to Michele's previous episodes HERE. Lauren Giver started in the industry in July 2016 when she went to work for the repair shop that had been maintaining her vehicle for two years. She was hired as the Office Manager, but a big part of her job was talking to customers on the phone and at the counter. Lauren quickly found that this was the favorite part of her job, and truly why she wanted to work there in the first place. She had never received that level of customer service or felt valued as a customer at any other repair shop and she was excited to provide that experience from the other side of the counter. After the shop manager challenged her to make a sale, when she had absolutely no technical or sales experience, she sold the job and found that she enjoyed writing service just as much. It allowed Lauren to help people, which is what she wanted to do. After nine months, she was informed that the owners were retiring and selling the building, but through the connections that she made, Lauren found a wonderful home at Los Gatos Auto Service in Campbell, California where she currently writes service, full-time. Listen to Lauren’s previous episodes HERE. Matt Fanslow is the diagnostic tech/shop manager at Riverside Automotive in Red Wing, MN. His primary responsibilities are to diagnose driveability and electrical/electronic issues, and perform most all programming, coding, initializing, adoptions, etc. Basically, if it needs to be figured out or has wires, it goes to Matt. He’s been a tech since 1996. Matt is also a subject matter expert for ASE and has instructed at Vision Hi-Tech Training and Expo. Matt has participated on 18 ASE technical committees for the ASE Practice Test, A6, A7, A8, and L1 tests. He’s also done case studies for Standard Motor Products. Fanslow’s goal is to do everything in his power to improve the overall level of professionalism within the automotive and light truck repair trade and also raise the level of its public image. Matt Fanslow’s Previous Episodes HERE. Key Talking Points: Technician shortage- women are an untapped talent3% of technicians are female 20% of service advisors are female Under 1% shop owners are female Over 50% of customers bringing a vehicle to shop are women/wives Women in the automotive industryValue and worth isn’t based on gender Skills are questioned more from customers than coworkers When customers respect the shop owner they respect the people that work for the owner Age discrimination with elderly male customers Don’t assume shop owners aren’t women Younger generation typically doesn’t care about who is doing the work as long as it gets done and they had a good experience Culture- support women Not “My way” it’s the way of your shop as a business Double standard, women being assertive can be perceived as “bitchy” Having a mentality of not making others change in order for you to fit in Welcoming more women in the automotive industry- lack of knowledge for younger women Need more women shop owners and women speakers at schools A clean environment is important to attract all employees especially women Resources: Thanks to Ashley McCabe, Michelle Winn, and Lauren Giverfor 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. Love what we do? Buy Carm a cup of coffee 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 Carm a Cup of 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 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

https://youtu.be/pMFPfdOzT0Y Danielle Bohlman is an owner with husband Brett of Highway 7 Service Center in Newell, IA. Find Danielle’s other episodes HERE. Dave Martin is the Owner and President of Martin’s Auto Repair in Phoenix, AZ. His automotive career began pulling weeds on the shop property then as he got older Dave moved into a station helper and gas attendant. Dave then became the shop manager before taking over the family business from his father in 2006. Dave married his wife Bo in 1992 and they have an adult daughter, Qamree. Dave bowls, plays over the line baseball, and is a passionate football fan, proudly supporting his lifelong favorite team, The Dallas Cowboys. Dave was born with Spina Bifida and wants to help others affected and increase public awareness. Elected as Chairman of the Board for the Spina Bifida Association of Arizona in 2012 and has been involved of in its growth through events and fundraisers. Dave also volunteers as a speaker to community organizations and young adults showing how he doesn’t let Spina Bifida keep him from his goals. Find Dave’s other episodes HERE. Frank Scandura, Franks European, Las Vegas, NV started working on cars as a teenager in upstate New York and moved to Las Vegas in 1988. After years of writing service for Mercedes, he opened Frank’s European service in 2001 and grew to a 12,000-square foot, 10 bay shop in the northwest part of Las Vegas, not far from the famous Strip! He has 15 team members and is partnered with his wife Deborah. From his first immersion, in the business, pumping gas at 15 years old in Orange County New York, to writing service at a Mercedes dealer in Las Vegas Frank Scandura shares his business acumen and offers insights and trends on leadership as a business coach. Frank’s previous episodes HERE. Drew Horton is a Technician from HWY 7 Service Center in Newell, IA Key Talking Points: 78% of Americans live paycheck to paycheck - 50% worry about it. It is a spending problem not an income problem. When people get nice raises over time they never pull out of their spending habits because they always spend more than they makeMany cannot see beyond their next paycheck The amount of pressure at work is high whey you can’t pay your bills and is much less when you have a handle on your spending Many don’t know where their money goesWhen they list what they spend their money on it is an eye-opener Part of the problem is financial institutions offer credit cards, a line of credit, loans. You can get a car loan for 84 months. That is the only way an affordable monthly payment can be made Shop owners need to share financial responsibility with their people. It is not normal to live paycheck to paycheck Dave was giving an advance on their paycheck and that didn’t help them. He eventually stopped it when he sent his people to Dave Ramsey’s Financial Peace seminar. Find it on the Books Page Here Drew’s marriage is improved as they went through the class last February.They are happier now that they have a money management discipline Frank: A couple with $10K in debt and no savings are twice as likely to get divorced and a couple with $10K in savings and no debt A Ramsey quote: Live like no one else to later you can live and give like no one else As a couple, you need to have one goal as it relates to money Sure use credit cards but you must pay them off every monthCredit card interest and fees is highest you find anywhere In the financial world, there is the FICO scamYou have to have a good credit score scam People borrow to increase their credit score. The dichotomy What are we overspending on?The little things. It all adds up and you do not realize it If you are looking for credit card incentives you tend to spend more People spend money to feel comfortableKeeping up with the Jone’s Thirsty? Spend $4 at Starbucks Going to dinner makes you feel comfortable BOOK FRANK MENTIONED???The Millionare Next Door Find it on the Books Page Here How to start!You don’t have to be great to start you have to start to be great Find the discipline You can climb out, but you’ll need help and gain a commitment to the end Do things tougher as a team to get through your financial strugglesWork together to see debt disappear Similar goals as a couple When Drew and his wife pay off a debt they do it together Dave Ramsey says: If you are broke you can’t help anyone else It is easy to fall of track. It is a mindset, but you can fall off. It requires a strong discipline. It is worth it to continue the lessons to keep you tuned in. DaveRamsey.com can get you started A budget is a big part of financial peace. A budget tells your money where it is allowed to go before it is gone Stop being sick and tired being sick and tired Invest in your people. Pay for a Dave Ramsey class. Resources: A special thanks to Danielle Bohlmann, Drew Horton, Dave Martin, and Frank Scandura 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 Click to go to the Podcast on Remarkable Results Radio

Alan Beech knows what it takes to succeed in today’s marketplace. With more than 30 years of experience in the business world, he has worked his way to the top of the automotive service industry in Canada. Alan’s professional career has spanned within both the corporate and entrepreneurial spaces. Today Alan has a number of successful businesses to his credit. Alan is driven by his desire to share his extensive knowledge of the industry and to help others succeed. His main focus today is coaching, consulting and training independent shop owners and dealer groups. Alan’s passion is to see businesses be revitalized through great process and amazing customer experience. Find Alan Beech's previous episodes HERE. Key Talking Points: Tire business in Canada 75% of population use winter tires- rubber compound remains flexible under 35 degrees Winter tires brake 25-30% better than regular tires- braking is most important with driving a vehicle Symbol for winter tires- 3 peak mountain and inside is snowflake symbol All-weather tire- not comparable to pure winter tire, gives less mileage and less traction Quebec is the only province in Canada that has legislation laws for winter tires Key to business is inspection- can always improve Production facilities in North America/Asia do not have the capacity to service the winter tire market in USA Customer for life How much is a customer worth over the course of their lifetime in automotive purchases/services/accessories? $332,000 in 1985 If you let your customer go somewhere else for goods/services chances are they won’t come back Displaying tires in the shop Recommend having 2 tires out on the floor Tire buying program/storing winter tires Tire focused business to maintenance focused business People, process and product Training basic automotive understanding-emotional intelligence is most important for hiring Help your customer’s get ahead- cheaper for them to keep vehicle than replace vehicle For every dollar spent in maintenance, you save $15 in repairs- keep open communication with customers especially with products and warranties Does customer satisfaction make a difference if they return or not? The reality is no. If the customer has emotional attachment/connection to you they will come back Slow the process down- take time with your customers and employees, have a business that cares for people Resources: Thanks to Alen Beech 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. Love what we do, buy a cup of coffee 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 Carm a Cup of 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

Brian 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 Key Talking Points: Processes in a businessCritical to have systems in place- easier to manage processes and procedures than managing actual person Follow up is most important- inspect what you expect, teaching opportunity Phone call etiquette- welcoming and inviting customer into shop, remain upbeat, play back examples Rewatch surveillance cameras- are you greeting customers at the door? Recognize good behavior- keep employees engaged and motivated to continue to follow Be consistent especially if you have more than 1 location StaffingDevelop criteria for what you’re looking for for each specific position Pre check- spend 20-25 minutes with scheduled phone interview first Face to face interview- confidence and energy? Never make someone work for you- you can teach someone to have passion, drive and desire Observing/shadowing at a shop- is it a good fit for them? See processes/procedures. Interact with current employees Always be recruiting- continue to build network and relationships in case you do lose an employee. Look for talent outside of the auto industry. YouNetResults- coaching companyService advisor training Focus on leadership, hiring/recruiting, general manager training, daily operations, financials, workflow tools, front counter interactive workshop 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. Love what we do? Buy Carm a cup of coffee 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 Carm a Cup of 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 NAPA PROimage, 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