carmcapriotto

https://youtu.be/RFCPIqI_0ok Kirk Richardson is a young and successful entrepreneur. Born into a blue-collar, hard-working family, he was a below-average student in high school and college. At the age of 22, he left school and started his first business. He bought his first three-bay shop at the age of 24. Seven years later he bought his second shop, South Street Auto Care in Rochester, MI. Richardson really prides himself on his ability to create a family culture within his businesses. The culture is a blend of hard work, accountability, fun, and hi-jinx, which combine to make loyal and dedicated coworkers. Kirk loves business and people in general and will talk for hours about business! Listen to Kirk’s previous episodes HERE. Key Talking Points: A Technician tested positive for Corona Virus and discovered on a Wednesday His shop was closed Thursday, Friday and Saturday Symptoms can’t taste food or smell (not typical) Kirk told everyone he would have been in contact or interacted with him He will require a negative test before he comes back to work Many of his co-workers were not that concerned with the virus and everyone got a dose of reality His shop went to a grinding halt. There were 13 employees involved. His first thought was to keep everyone safe There was a physiological switch in people that a co-worker got the virus (can’t happen to me) One of his first goals was to locate testing centers that could give him a quick turn-around for his team to minimize the days he would be closedHis team went in their own direction which delayed his re-opening Find a testing center that can turn results around in 24 - 48 hours if you will ever need it In some cases, it took 4 days to get results He had to find a company to sanitize the entire building Customer messaging was also importantEvery customer was understanding Got some test results by Sunday, but not all results were in on Monday, yet he still re-openedSome test results came in Monday The county did call them and ask what he did to remedy the situation Kirk is a multi-shop owner. Early on when COVID-19 he created a policy that no-one could work or visit another of his location. He did not want any cross-contamination to minimize exposureHe had a breach in the policy when they transferred loaner cars, and the people from the second shop had to be tested One of the techs at the second store refused to get tested. He also said he had Cornona Virus. Be prepared for some of your people who don’t want to be tested and what you will need to do to remedy the situation Kirk is using diluted bleach for sanitizing the shop and customer vehicles Based on questions and being inquisitive Kirk believes his tech may have gotten COVID-19 from a vehicle he was working on As a shop owner Kirk has established rules to protect his people and customers. But he cannot patrol every person every minute of the day.It is important to use this example to remind your people of the important of sanitizing, social distancing and protecting yourself and others If it happens to you:Close your business Get everyone tested. Know where you are to send your people (predetermined) Sanitize the entire operation (do your research before you have a need) Keep your plan to yourself or your manager Resources: Thanks to Kirk Richardson 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/HTllgpGyKpw Carrie-Lynn Rodenberg, the owner of Turnkey Marketing, founded her boutique marketing firm after moving from New York where she was in charge of the direct response marketing for a 10 BILLION dollar company (Emblem Health). She went on to be the Director of Marketing and won the 2nd place Infusionsoft Ultimate Marketer Of The Year Award. Carrie-Lynn graduated from the University of Virginia, which is considered a “Public Ivy League University” and is one of the top 25 universities in the United States. She is a hard charger that is a total marketing nerd. Most weekends you can find her reading books on business and marketing, playing with her two dogs Paxton and Charlotte, or volunteering at church. She and her husband/business partner, James, live in the Kansas City Metro. Turnkey Marketing was founded on the principle that all work done well is important. The work done in the aftermarket automotive industry is important – it keeps us and our cars safe, and lets us live with much more freedom. Carrie-Lynn says “Turnkey Marketing exists to help shops effectively communicate in their community, with their customers, and potential customers, all the good work they do so that your repair shop can be known as the trusted, “go-to” shop in your area”. Turnkey Marketing does this by providing cutting-edge marketing that actually works and increases car count. Turnkey Marketing is a family-owned and operated “one-stop-shop” boutique marketing firm that does everything from social media campaigns to providing the professional shop an entire marketing department. Find her previous episodes HERE. Turn-Key Marketing Website HERE Kim Walker from Shop Marketing Pros is a social media expert. Kim’s experience includes a school counselor and teacher. Her husband Brian, started his own shop while he was a Mercedes technician in North Carolina. Then asked Kim to leave her school job and join his service business. Then for specific reasons left to go back home to Louisiana. It was almost destiny that they engaged with Shop Marketing Pros. As a former shop owner, Kim’s advice and expertise on social media is perfectly matched because she’s been there and done that. She is on the Car Care Council’s Women’s Board, an ATI and Management Success Graduate, and their shop was a Motor Age Top Shop winner two years in a row. Their shop experience is without question, so when she talks about social media as it relates to the automotive service professional, she has the experience that matters. Look for Kim’s other episodes HERE. Shop Marketing Pros Website HERE. It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States. Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight. Jennifer Filzen Previous Episodes HERE. Rock Start Marketing Website HERE. Key Talking Points: Carm’s opening thoughts: Authenticity, organic, community, family, business family, restaurants, celebrations, grateful It is hard for some to be authenticWe are special and unique but we all do one thing together and the same we repair vehicles to make them safe and reliable Let people see who you really are Authenticity shows your vulnerability that connects to your tribe Tell your customers story Connect with your customer at their level Don’t talk above them but with themEating lunch with the team or celebrating a birthday Bring authenticity to every new relationship Take your tribe on a journey so you can trust us You have to give before you can ask Go easy on the hard sell Social media is but one piece of your marketing Step back and look at your big picture. There is more than fixing cars, your people and Kim recommends a book They Ask You Answer by Marcus Sheridan. Find it on the website’s books page HERE. Be a better listener what are your customers asking? Are you posting on your Google listing? Customers look at so much before they call you. Put your customer’s eyes on. See what they are seeing Shop owners are too close to their story. They are super hero’s and that story needs to be toldDig deeper in your story Share what makes you special and unique and find a resonance in your tribe. Not everyone will resonate what makes you unique You need to do Facebook LiveDon’t spend on making a perfect ‘commercial’. You do not need that. Sincere, authentic, organic One to three minutes. Share about your shop what you do what is happening. Think like a customer not a technician or shop owner You can do FB Live privately (only to yourself), so no one sees it so you can gain confidence Please put in a description You are falling behind if you don’t do FB Live Be human. No need to be perfect and slicked back Find something Educational, Engaging and Entertaining WhatWhat are you posting Capture the moment ‘in the moment’Stuff that is going on in your world Take a lot of pictures. Pick something you can use Don’t worry if you don’t get a lot of likes or shares. Move on do another. Don’t get discouraged. There is more to the success of a post than just a few likes What is your end goal is to get people in your shop During the major lockdown, many shop owners were doing a ‘concierge’ service which you can call touchless and a level of differentiation. That may be here for a long time and there is a great reason to continue indefinitely Coming out of COVID may necessarily be a big change in messaging, not reinventing the wheel, but help them in the coming out and into the next phase and make them comfortable What are my customers thinking and create posts that are connected to that?Sick of being stuck at home Where do we go on vacation today, can we be safe Idea. Give your customer a ‘first aid’ kit that includes mask, hand sanitizer etc Ask your customer where they are with COVID. Do they want to wear a mask?? Create a conversation starter Don’t let your struggle go to waste. Learn from it. Resources: A special thanks to Kim Walker, Jennifer Filzen, and Carrie-Lynn Rodenberg 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

Peter Nielson is the Hybrid Guy in the hybrid and electric car space of our industry. His company Certified Auto Consulting, came about to help other niche companies inside the hybrid and electric car market grow. As an independent contractor for sites like TorqueNews, he use his professional skill set to help others achieve success. Peter is always looking to help any specialty shop get more on their bottom line, but he is partial to the hybrid market at this time. He is currently working towards building a hybrid repair and training facility. He want to provide quality hybrid and electric car training material to shops and schools. He will also do charity repair work for families that have children with cancer. Building his personal brand and influence will allow him to make a bigger impact. Peter have been key in launching the Cat Security™ protective shield. He has also been studying under Craig VanBatenburg to become a west coast trainer for ACDC. He has a great sense of online marketing and sales that has helped many other small businesses grow exponentially. Something interesting about him is that he have now owned 9 hybrid cars. He enjoy solving problems on hybrids which is one reason he keeps buying them. On a more personal note, He has been married for 12 years this year and have 3 boys. He holds a bachelor of science in Automotive Technology from Weber State University In Ogden Utah. Key Talking Points: Author and writer for TorqueNewsStarted working on hybrid vehicles and became involved with hybrid Facebook groups. One of the administrators was Chief Editor for TorqueNews and reached out. Cat converter theft- multi billion dollar black market industryPrecious metals are densely packed and sold. Prices for precious metals are constantly changing. Recently, China has sought after Palladium- roughly worth over $2000/ounce Prius converters very popular especially Generation IIHave 2 separate converters Easily taken off Toyota of San Francisco dealership- over past 3 months had almost 600 replacement converters Can cost car owner over $5000 to replace converter Cap City Muffler- Cat Security Shield (www.getcatsecurity.com)Customer had converter stolen twice within few weeks, owner designed shield to cover without compromising vehicle Designed per vehicle- tailored fit Price for insurance to replace cat converter is $2,500+Some insurance companies will cover it, some will total vehicle Resources: Thanks to Peter Nielson 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 NAPA CarVantage, 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

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 has been an automotive instructor at Kishwaukee College since 2009. 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. 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: Podcast episode RR 513 with Scott Shotton on Silver bullets In general, Silver Bullets don’t sit well with Matt Matt believes there is a loss in ‘pathing’ in diagnosing todaySilver Bullets should be a piece of your discover processes He believes they should be at the end of discover Pattern failures allow you to hit a high percentage You must learn how to process data you received by a scan tool data stream, scopes etcData to lead you to a root cause Training and networking will help you without going to a data base (resource) Scott: “If you know how it (supposed to) works, you can fix it”He believes you need to do your research early in the process with the data bases Matt, much learning occurred late at night on forum chatYou can get to reliant on the bullets When things don’t’ go your way where do you go, what do you fall back on?Likened to GPS and follow the instructions and it takes you there. If you lose signal or road construction you need to rely on instincts, topography to get to the destination Matt realizes that a blended approach to pathing, inherent knowledge, and data research is what he uses every day Data banks or silver bullets are an approach says, ScottPlug in a scan tool, record the data and use it as another tool for your research Matt says if you use a bullet, ask how you could have gotten there on your own The longer Scott does this the less he relies on TSBs and Data Bases because he has developed a skill set to diag the car Some solutions don’t tell you why There are some vehicles that you are not going to fix Research and learn and make it part of your diagnostic process Solutions can come from your network When you look at the top 3 solutions. Consider how you could have come up with them It is training, networking and bullets Make yourself a list and go through a process of elimination Grab as much data as possible without getting dirtyMake a list of possible problems to solve the problem code Start eliminating using the data Training, TSB’s networking and data resources Resources: Thanks to Matt Fanslow and Scott Shotton 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/8I_6equiTFI The Panel: Denise Guyton-Boyer, SVP Commercial Lending, FCB a Division of ACNB Bank. Denise's banking career has included branch management, consumer and residential lending and commercial lending. She attended Community College, University of Maryland School of Banking, Xerox University of Commercial Lending. Mark Roberts is the owner of Roberts Properties, Inc, Managing Partner of Total True Automotive dba Schertz Auto Service, Craftsman Building and Renovation LLC. He is also partnered with a Local Custom Homebuilder. Mark is also the former owner of Auto Collision Works. He grew up in Schertz and has been a resident since 1969. Mark also serves on the Board at Shertz Community Bank, is a Board of Director of Guadalupe Valley Electric Cooperative, Guadalupe Valley Home Services Corporation, and the Guadalupe Valley Economic Development Corporation. Listen to Mark’s previous episodes HERE. Dwayne Myers, Dynamic Automotive 4 Stores Frederick, MDShop Owner. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE. Key Talking Points Dwayne’s banker, Denise Guyton-Boyer is his friend first and banker secondTrust is what the relationship is about It is good to have a strong relationship to help get through tough times The banks in your time should be calling on you even if you don’t do business with them Both Mark and Dwayne believe in the value of community banks vs. the big corporate (national) banksMore personalized and involved with your business As Covid-19 proved the relationship with your banker helped navigate the PPP loans with SBA. You do not want a transactional relationship. No matter the situation you want personal service Keep in touch with your banker. Talk to them about your business and our industry Your personal financial statement is very important to gain commercial loans. This helps the bank realize their risk with a personal guarantee. If you are looking for bank support you will need to provideBackground on your business Three years of tax returns Three years of personal tax returns A debt schedule and payments Financial statements Purpose of the loan Collateral for the loan Cash flow statement Mission statement Cash is king. Your banker can help mentor you to financial success to get you to the point where you can borrow money and we a risk they are willing to takeThe banker should work with you hand in hand to process and secure loans. Will help you consider SBA loans if you do not have enough cash or collateral Credit Unions are an option Mark has learned a lot since being on a banks board of directors and on the loan committee.He has seen all kinds of personal financial statements that tell all Dwayne says to always be truthful with your banker. A good month or bad share it all.Their bank did a video of Dynamic automotive. Watch it here: https://bit.ly/3dH9vim Denise gave Dynamic a second chance at lifeShe saw something in the business to help them In five years they have grown to four stores A business plan is important for a banker to know where the business is goingCash flow projections Work with your accountant. Your Accountant is part of your advisor family Have a solid relationship with your branch manager and their team Banks can offer:Credit cards Construction loans Mortgages Rehab loans Many businesses do not want to pay taxes and their Financial statement reflects that. If you want to borrow money your statement should reflect the correct net profit Having a credit line can be an important facility to have to support your businessUse for cash flow Short term purchases if cash wasn’t available It is a short term loan and must be paid back Can be used during a crisis as we had with the pandemic Resources: A special thanks to Denise Guyton-Boyer, Mark Roberts and Dwyane Myers 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

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 has worked to bring the business into the technology world communicating with customers at their level with digital inspections, email and texting. Dave also knows a key to a successful business is having a team that has strengths he does not. One example is his decision to hire an in-house marketing director back in 2010 (no shops were doing this then). Having a person in the shop who gets to know you and the entire team along with day to day processes brought a bigger success in marketing than imagined. When the person marketing your business knows you, they can then take on your personality which adds the personal touch many businesses were lacking. The shop is well known through the website, social media and fun videos Dave has been “persuaded” to do. (He loves doing them). The shop added the ability to email and text these videos to customers which has been a big hit. Customers and followers now look forward to the videos with the fun and creativity he gives. 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. Key Talking Points: Culture change was keyCulture wasn’t necessary 10-20 years ago- a different generation now, businesses have to change and adapt Empowered employees to make decisions Keeping up with technology and training Embrace change and be apart of “team” atmosphere Get in front of the camera- make videos for your customers to watch Younger team of techniciansHard to find seasoned technicians to replace technicians leaving Owner and manager decided to hire “grow your own” younger technicians and started to train them Weekly meetings- each employee tells team a learning moment they had that week so everyone can benefit from it Smartest hiring decision was hiring marketing manager in 2010- she was able to understand the culture of company and owner’s personality and portrays it on all social media and advertising platforms 3 life lessons from fatherNo free lunches, you have to work for everything you get, nothing good comes out of you getting something for free Succession planningThe average age of owner is 55+ Important to have open discussions with owner and buyer- communication is key and both parties knowing what each other’s expectations are Community supportChairman of board for Arizona’s Spina Bifida Association- Dave was born with Spina Bifida Encourages those affected to never let Spina Bifida stop you from pursuing your goals Dave Martin’s 5 Key TakeawaysYou must have a strong foundation of work ethic Communication ensures everyone works towards the same goals If you learn to think outside the box you’ll become a great problem solver Always be ready to embrace change It’s a marathon- stay consistent and never give up Resources: Thanks to David Martin 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, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Learn more about NAPA Insurance Center, 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

Carolyn Coquillette of Luscious Garage, San Francisco, CA chairs the ASCCA Connected Cars Committee, serves on the ASCCA Board of Directors and is active in her local San Francisco chapter. She’s also the Founder and CEO of Shop-Ware. Look for Carolyn’s other episodes HERE. 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 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. Sheri Hamilton is the Midwest Auto Care Alliance (MWACA) Executive Director. She does not only lead the shop owners in six Midwestern states, she is also the Conference Manager of VISION Hi-Tech Training and Expo. Hear Sheri’s previous episodes HERE. Key Talking Points: Serving your customers will need innovation based on each customers way of being served Innovation and evolution on looking outside the industry to find new and different ways to serve, survive and compete We meed to present the details and complexity of the car to our customers in a clear way so they understand Embrace change. Become a change agent.If you choose to change you decide not to change Be careful not to say ‘Never’. You will adapt. Don’t fight it. The 5% of people that separate the good leaders from the great leaders. We’ve been forced in the last few months to make those tough decisions. We should be in a continuous loop upgrade to your systems and processes. The slowdown should have prompted you to spend time looking at this critical area of your business People have different learning styles and on-line webinars are for them. Some cannot pay attention with digital training. LMS (Learning Management Systems) will be involved to test if knowledge transfer happened. We are a resilient industry when confronted to do somethingYou must move and act to keep ahead of the pack Many shops have not missed a beat and their numbers Shops must become more efficient Look at their marketing skills They are reminded that everything matters They are missing communityOnline networking has helped “A person who thinks they are leading and no one if following is just taking a walk.” John MaxwellAs an essential company, how did you lead your people through the crisis? No one told us to disinfect cars, protect our customers and people, what our customers wanted in a touchless, sanitized transaction. We had to figure it out on our own There are so many government agencies that put pressure on businesses to shut you down, don’t let your leadership skills hurt your business Scott Brown is extending his branding on loaner cars by putting a sign inside the car that says it is a Covid19 support vehicle Change does not come all at once like a waterfall. It is iterative. Incremental. Agile. Put into practice and see if it works. Being an essential business was good for our mental state. Even is no cars to fix we had a place to go every day. Sheri Hamilton. There will be changes in the meeting industry. It will be dependent on the facility. Theatre vs classroom seating Check-in methods will be different Possibly health screening Meeting face to face will continue to be important If you have DVI and do texting, don’t stop there.Will 3D printing be in our future? Voice technologies will grow. Will touching become taboo? Alexis skills. Keyboards and mouse is old tech. Will voice take its place On-line meetings. Will they become the standard? New car sales slump will help our industryWe can help our customers keep their vehicles for 200K+ miles to improve their ROI We need to tell our customer that we are going to keep your vehicle safe and relatable and have a sanitized experience.Tell them how we are going to handle the transaction. Reassure them that you are doing everything to keep them safe Book: The 21 Irrefutable Laws of Leadership John MaxwellLink to Books Page. Use your credit facilities to help customers do the right repairs. Look at the ads on TV for Car brands. They have 0% and 84 month terms. They are creating a ‘credit’ buzz around buying a new car. If your organization has a negative ‘state of mind’, you need to lead it up and out.Build the team by asking them to help solve your problems Ask them for solutions to their problems Be empathetic if you lay someone off Explain that you did not save enough money for a rainy day Be truthful and learn to lead. Be transparent Associations are an important resource and to build community so you know you are not going through any challenge alone Don’t be an islandNot one person has all the answers Networking Continue to adapt. Every day learn something new. Ask your team. Marginal gains. Google it.The compounding effect of making one small change every day Give yourself credit for what you are doing great Don’t beat yourself up if you stumble Eat an elephant one bite at a timeWill you change or will someone make the decision for you? Chris hates the name aftermarket and it should be promarket Go to a conference when things open upConnect with shop owners. We don’t know everything Our industry has achieved a lot. We should be proudWe’ve been through a lot and reflect on what you did. Learn from it. Resources: A special thanks to Carolyn Coquillette, Sheri Hamilton, Chris Cloutier and Scott Brown 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

With me is Maryann Croce from SmallBusinessvantge.com. She and her husband Tony also own Croce Transmission in Norwalk, CT. As a business owner, she can chalk up many a mistake that has turned into wisdom. She has been there and done that and shares 5 key principles to help a startup business person get ahead of the game. She is speaking to resilience, commitment, getting help, being curious and giving. Learn why messaging, relationships and financials are vital no matter what stage you are and your business is currently in. Don’t believe you need to go it alone. Maryann was a banker turned business owner. Tony was a technician turned shop owner. She is also a member of Women in Auto Care and owns smallbizvantage.com Her biggest mistake as a new business owner was thinking she had to do it all. This is one of the reasons why her signature talk “Gain Control by Letting Go” was created. Maryann is also a member of Women in Auto Care and owns smallbizvantage.com. Hear Maryann in her previous episodes HERE. Key Talking Points: Technicians turned owner- technicians are do-ers, want to get things accomplished but end up being stuck in comfort zoneOwner different skill set- need plan of action and look at business as separate entity MVP: mission, vision, purpose- why are we doing what we do every day? What motivates you besides the financial aspect? What are your core beliefs? What led you to become owner? Impact, community, purpose- communicate that to your team, align yourself with employees and customers that want to be part of it Maryann’s inner motivation for business- resource for community, gave different perspective looking at business How do I ________? Grow sales, close more sales, cut costs, build business culture etcStart with you and 1 problem at a time Example: Struggling with sales- what is the process? Who are you marketing to? Is your customer your ideal customer? Look at business from the viewpoint of the customer- what is their challenger? Want a vehicle repaired but want convenience, warranty loaner car etc. Never unload your problems onto customer- part did not come in, technician out, it negatively affects customer’s experience Your business needs to be sustainable long termHabits of not charging for certain things, discounting etc- you are not making impact or helping your business Dive into your reviews and feedback- businesses grow when owners grow Smallbizvantage.com- free resources Resources: Thanks to Maryann Croce for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. 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

It all started when Jennifer Filzen decided to become a singer/songwriter and created her first pop music album, Sirena. Her marketing and sales talents afforded her the opportunity to get her music heard around the world, including India, China, Europe, Australia, and the United States. Her writing talents launched her into writing SEO content for websites, social media marketing posts, and custom blogs. Today, many auto repair shops around the country choose Rock Star Marketing to put their businesses in the limelight. Jennifer Filzen Previous Episodes HERE. Rene Arreola is a graphic artist and the head of Rock Star Marketing’s Media Division. Prior to joining Rock Star Marketing, he worked for over 20 years in the commercial printing world as a graphic designer and digital prepress manager. Rene is also a freelance illustrator. In addition to being an artist, Rene enjoys dancing and teaching West Coast Swing with his wife, Jennifer Filzen. Key Talking Points: Jennifer Filzen and husband Rene ArreolaRene is a graphic designer and comic book artist- responsible for the media division Branding- attract the tribe you are targeting Everything we do reflects your own brand- answering the phone, service advisor, candy and cold water in the lobby, check-in/checkout, open door for customer Gather information about the client and their goals- what is your message? How do you want to be perceived as a person? Open communication with client- collaboration Logo design- Why do you want to change it or modify it? Refresh design can be risky, does the logo have a history? Who are your competitors? How will it look on a business card/brochure/website/ads? Use a simple font that can be read from any distance Is your website updated? Responsive design? Stand out amongst the cookie-cutter branding- everything you are doing reflects your voice, be consistent, are you specialized, how are you unique? Get creative and stand out- Instead of using pictures of team Rene created illustrations of each team member of a client, created comic book brochures Video ads- most important, will always catch your eye when scrolling social media Make customers feel like they are valued and you treasure them- creates loyalty “What dancing taught me about running a successful business” Jennifer Filzen BookJenniferfilzen.com Teaching in dance classes apply to businesses Shop owners have bought copies of the book for each team member, exercises to improve teamwork Started creating video modules demonstrating teamwork New video blog “Marriage Plus Business” Resources: Thanks to Jennifer Filzen and Rene Arreola 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. Talk with your servicing NAPA store or visit www.NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Phil Carpenter has been in the automotive industry since 2002 however his passion for Automotive started much earlier. He bought his first vehicle at 14 years old and still has it, a 1959 Chevy Pickup. He has spent time as an Audi Certified Technician, Service Advisor, Parts Specialist, Service Manager, General Manager and currently, is the Director of Operations at Urban Autocare and Avalon Motorsports in Denver, CO (four locations). His credentials include an ASE Master Certification as well as an Associates Degree in Automotive Technology. Phil was Brian Sump’s first employee at Avalon Motorsports and since has led his team to win many industry awards as an independent shop manager including Motor Age Top 10, BBB Torch Award and other community awards. He is the President of the Mechanical Division for ASA Colorado. Phil's Previous Episodes HERE. Key Talking Points: Started as a technician in dealershipsTook 3 years of automotive classes in high school then went through Universal Technical Institute and AUDI Academy Didn’t feel fulfilled in the dealership Referred to Brian Sump through mutual coworker- had online part sales business and wanted to start shop Connected with Brian’s passion and drive- took pay cut and went to work with him in 2007, humbled beginning, 4 shop business now, continue to counterbalance each other Was stagnant for first 3 years, moved original shop to busier location, sink or swim Went from technician to service advisor to general managerHad health issues early on and knew couldn’t stay technician for long, worked as both technician and service advisor in early stages of business which became too difficult Chose to stick with being a service advisor- enjoyed the challenge and being outside of his comfort zone, developed different skill set, had service advisor training and hired private coach After a year and a half started looking to a manager position at a second location- growth as leader skyrocketed, Brian trusted and believed in Phil to lead As technician- loved the sense of accomplishment and pride for fixing vehicles As advisor- thrived by gaining customer’s broken trust from previous shops As manager/director of operations- continues to be motivated by seeing the potential of employees and helping them reach the next step of career. Employees can grow within the business instead of leaving the shop to grow Brian and Phil continue to tell new employees about their story of early humbled days- come so far and still, places to grow, attract quality employees that want to be a part of the business and engaged Have to be willing to dedicate yourself to training, encouragement, and criticism to move to the next level Ways to continuing growing automotive industryConnect with local schools and community Resources: Thanks to Phil Carpenter 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/rYUflCxKOLc Richard Falco Jr. is an instructor for Carquest Technical Institute (CTI). He is an ASE Master Technician L1 with over 25 years in the auto repair industry. His technical experience includes Domestic, Asian, and European vehicles both at the dealership level and as a successful shop owner. He has instructed technicians and college students in all aspects of automotive repair and currently takes care of our customers, for CTI, throughout the southeastern U.S. Listen to Rich’s previous episodes HERE. Jim Cokonis 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, adaptions, 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. Hear Matt in these Remarkable Results Radio Episodes HERE. Key Talking Points: Future of trainingJust because of COVID-19 we should be re-thinking training Virtual training is coming For leader-led trainers, they have not been out for a few months and not sure when it will change How do we validate and confirm that knowledge transfer has taken place? Has our craft changed?Are we teaching old technology? Is distance learning going to be a key to the future? There are huge conversations being held everywhereShelves were stripped of webcams, headsets, monitors We need to learn Bluetooth, video switchers, cameras, streaming services. The learning curve is there and the student uptake will need to be measured. Do we need to let some of our old training ideas and techniques die?We are teaching old curriculums through NATEF guidelines that are not in play today. Rebuilding Master Cylinders and Wheel Cylinders as an example Our advisors need to become more involved. The generations learn differently Do cell phones have a purpose in class or in shopsSome have not value Some realize that they are tools Career PathingConsidering the aircraft technician or FAA model to earn a certificate for an area of repairSchool, on-line, interaction, hands-on Multiple Choice Test Demonstrate to an accessory you know the skill Let’s get away from the sage on the stage (Anthony Williams) and downloading information to studentsThe teachers need to be sure the student is comfortable with the new knowledge. Education today in silos. Electrical. Front End. Brakes. Physics is physics Science unites thing We need new blood and new ideas as trainers in the industry Jim Cokonis: “I’m not here to herd cows, I’m here to make hamburger.” Using YouTube. Should we have a peer review team? “Google Scholar” to verify that the videos published have value to the industry with a review board that the repair and technique is safe and correct for vehicle owner On line training get the interaction that may not come from a leader-led class. Ego’s don’t get in the way Will boutique training catch on?Small, intimate, localized training. The trainer comes to the shop. Theory and hands-on Theater-style training with an audience and multi-camera shots with picture in picture streamed to students all over the world. Diag tools today have capabilities to get support, through the tool, to help techs find the solution.Will the tech learn with this ‘extra’ help? Will some techs learn a lot about the diag and the features of the tool? For quality training, there needs to be a supportive shop owner. It is harder for the tech Resources: A special thanks to Rich Falco, Jim Cokonis, and Matt Fanslow 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

Jeremy O’Neal President and lead sales trainer for Advisorfix, began his career as a Service Advisor and moved into Service Management at the dealership level for VW, Audi, and Porsche. He consistently placed in the top 3% of Service Advisors across the nation. With a passion for helping others, Jeremy started coaching Service Advisors in 2007. Jeremy also owns an independent auto repair shop Freedom Auto Repair in Hesperia, CA. Previous episodes HERE. Chris Collins Story If you absolutely insist on playing by your own rules, living beyond the edge, turning your trials into strengths, your passions into a lifestyle and your ideas into gold…then I’d like to share a little story with you… It’s about going against the system, refusing to conform to the 9-to-5 status quo, and achieving a life of freedom, excitement and unlimited possibility that few people believe is even possible. It wasn’t always this way though. In fact, it used to flat-out suck. You see, growing up, I had a stepfather who was a pastor-missionary in Mexico, which made me a missionary’s kid. My early years were spent bouncing between Washington and the downtrodden city of Tijuana, Mexico. During the summers, my mother and I would stay in Washington with my grandparents, while my step-father traveled from church to church, gathering support and coordinating youth groups to build houses for Mexican families on free plots of land given to them by the government. As soon as the summer would end, good ol’ Stepdad would shuffle us back down to Mexico, where, on the back of a motorcycle, I’d shoot north across the border each day to attend school on the U.S. side in Chula Vista, Ca. After school, I’d head right back to TJ to do missionary work. My stepdad was terrified of the possibility of anything secular grabbing ahold and influencing me into some imaginary wayward path. He only allowed me to attend a private Christian school, where the kids had nothing but the latest, greatest, newest stuff. Meanwhile, I lived on handouts and trotted around in worn-out, old hand-me-downs donated by the church. I was constantly teased and bullied—in Mexico for my pale skin and golden hair, and at school, in Chula Vista, for my ragged donated clothing. Then, when I was thirteen, during my yearly summer pilgrimage to Washington, my Stepdad abandoned us in the middle of the night, cleaned out our bank accounts, and ran off with a 21-year-old girl from the church, who, it turned out, he’d been having an affair with for years. Mom and I were left homeless in Washington State, without money, resources, or hope. https://chriscollinsinc.com/ Key Talking Points: Running a business- using a system not an idealized version of a business If you’re not following a system then will have lower numbers Can’t put good people into bad system- system first then people second Top performing employees thrive on successful systems and processes Good systems are scalable The average shop is short 3 people- 1 in bays, 1 at the counter, 1 at office Dealerships have home-field advantage yet still lose 75% of customers once they sell car Success is a mindset- be open-minded, always ask questions, the enemy is you Vision 2020Go back home and perform 3 changes you learned within 30 days- 1 change per week Service advisors- Bridging the gap and taking care of customersAre your service advisors spending their time with customers or doing other things because the proper system isn’t in place? Building rapport with the customer- when customers chase you that’s when you lose them Car delivery- is the car ready and staged for the customer to pick up? Car is a commodity, not relevant to the relationship with the customer Customer experience- connect on deeper level, never betray their trust Labeled as “repair shop” for certain customersGaps in visits and high ticket invoices Car is an asset but the customer is a client for life Resources: Thanks to Jeremy O'Neal and Chris Collins 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 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

Mark Phillips is editor and publisher of Aftermarket Intel and has been in the automotive aftermarket for more than 12 years. Previously, he was editor of newspapers in several cities in Ohio and Boston. He is a graduate of Ohio Wesleyan University. Aftermarket Intel HERE. Key Talking Points: Automotive industry- essential industry during the pandemicLos Angeles County stay at home orders for next three months but Ohio has more than 90% of businesses are open- long road to reopening as a country To get unemployment down to where it was (4%) it could take up to a decade or more Easy to stop the economy and have people stay at home, harder to bring people back Travel continued to be limited Manufacturing facilities starting to reopen- are consumers ready to buy/lease vehicles when uncertain about employment? Opportunity for aftermarket repair businesses GDP for the US is $20 trillion, over $20 trillion in debt- cannot stop spending New legislation of $3 trillion for a relief package Fear and uncertaintyWhat is coming? How to deal with it? Luxury goods are no longer needed More conservative with stimulus checks VaccinePeople rely on what they know- most are not medical experts Some people do not take flu shots and would be hesitant to take Covid-19 vaccine Resources: Thanks to Mark Phillips 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/uxBfn8p4ftU Bambi Crozier, wife and co-owner with Neil Crozier, of Car Clinic in Lowell, AR (Northwest Arkansas), has a passion for the hardworking shop owner. Her vision to Change the Face of Automotive Care motivates and inspires every aspect of her daily operation. She entered the industry in 2012 as an entrepreneur shortly after moving back to Arkansas. She spent more than 11 years at AT&T in client relation roles and has a talent for looking at her business and the auto industry through the lens of a client. Bambi’s previous episodes HERE. Kim Auernheimer, AAM is the Co-Owner & Business Manager of CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of a warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining her husband Rob in the business on a full-time basis, Kim had a career in Commercial Real Estate and Property Management. In July of 2011, she stepped out from the background of the business and joined her husband in the venture of creating an industry-leading standout Kim continuously seeks out training for her and her entire team and put the teachings to use. Her belief in industry education has been a large influence on how much success and growth they have had over the last few years. She has a passion to improve the reputation of the Automotive Repair industry working alongside other shop owners and industry leaders to improve the overall experience of the customer from the moment they make that first call to the shop until they drive their car off the lot instilling transparency and developing trust during the entire process. In 2017, she obtained her Accredited Automotive Manager (AAM) designation. This is a result of 120-credit hours of coursework in several core competencies including leadership, marketing, customer relations, accounting, and several other areas of automotive repair business management. Listen to Kim’s Episodes HERE. David Coury, AAI, CIC, is the Senior Account Executive of IGO Insurance Agency. Key Talking Points: Who can I call to review my insurance to make sure I have everything I need and compare what I have to what others in my industry may have?Your agent is a critical advisor to you You must trust them. Have lunch. Look them in the eye Find a specialist, if you can, in the automotive industry You don’t know what you don’t know. You may not know what to ask that is why a strong relationship with an agent will bring more to the table What if my building burns down – are my tools covered? Are my clients’ cars covered? Are my employee’s wages covered? Is my lost revenue covered?At fault, not at fault David says co-insurance is important.You’ll need to be close to the value of building on coverage Actual rebuild costs, you need to be covered up to 80% Business interruption for income is criticalYou can get 12 months actual loss sustained Keeping you even Read the fine print Look at replacement costs of new equipment COVID19Your policies may have a virus/bacteria exclusion Workman’s comp may have a ‘disease at work clause’ The natural course of events should not be part of your Workmans comp What if we have an accident in a client car? Is the car covered, are the other people covered, is my driver covered? What if there’s damage to another property?You did the work on a client’s car and something happened. You’ll want comprehensive coverage. Liability will also cover if the client is driving Test drives:Non-owned auto liability Workmans Comp can come into play There is Garage Keepers coverage Consider an umbrella policy to cover catastrophic claimsBuy coverage based on your appetite for risk David sees catastrophic claims $3-5 Million Umbrellas do not fill gaps. It extends what you already have Tough to suggest what coverage to get. Your appetite for risk Consider a personal umbrella also to cover you personally Insurance follows the vehicle Look at drive other car coverage for your business Sexual harassment needs to be an endorsed rider What if my employee is hurt at work?Workmans Comp States track your claims and you get an experience modification Should you self insure small claims, cuts/bruises (a suggestion not the rule)Ask your agent and look at your experience Let your agent guide you on filing claim A customer gets hurt on your property (rent or own)If you are leasing, you must read your lease to understand your liability The landlord can demand you have certain coverage and umbrellas You need to be sure your landlord has insurance What if we blow up a motor? Is the damage covered?Carrier can say you touched the engine it is your fault You need to look at ‘mechanics errors and omissions’ coverage Also’ broad form product’ coverage on your general liability Do I need commercial umbrella insurance? What does it cover? Is there a place where there is too much coverage and we become sexy for lawsuits?See #4 above Cannot get calls or the internet or power to run the tools?Look at the fine print of your policy Big storm, power is out. But why? Flood? (possibly no coverage) Many policies exclude overhead transmission lines. 9 of 10 polices do not cover overhead transmission lines What if there is a big hail storm and it damages all our company cars and client cars outside?Need comprehensive coverage for your cars There will be a deductible fr the company cars A stop loss on your garage keepers coverage Direct and primary coverage has a limitActual cash value for replacement Look at your flood coverageAnyone can have a flood What if someone accuses us of unfair employment practices?Employment-related practices policy or endorsement Wrongful dismissal Unfair hiring practices Sexual Harassment Discrimination A third party. An outsider comes to your place. Look at this coverage. Critical to have a handbook and procedures manual that describes how all of these claims are managed “Fear is the length and shadow if ignorance ” Link to previous Insurance Academy #161 HERE. Resources: A special thanks to Bambi Crozier, Kim Auernheimer, and David Coury 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

Lee Walker is the President of Walker Auto Parts in Raleigh-Durham, North Carolina. In 2009 Lee rejoined our family business as the first of the third generation of Walkers. Harry G. Walker Jr. started the family’s journey in the automotive aftermarket back in 1960 in Raleigh. Three of his four sons joined him in the business in the 70s and 80s and now there are 6 Walkers working in the business. In 2009, when the firm transitioned from being an independent parts supplier into the NAPA family, Iit was Lee's first few months back in the business. His focus was on getting to know and understand their customers and to lead the integration of other business teams into the organization. Walker's acquired and launched a NAPA store every year since 2009 and now are humble and proud to represent NAPA in 35 counties in NC. The team of 725 embodies old school integrity and new school innovation. Lee is poised to lead that team into the future of the next 60 years of the Automotive Aftermarket. Key Talking Points: Protecting employees and customers- how to continue to operate Constant communication and being proactive for safe social distancing- abnormal circumstances often open up opportunities for better dialogue PPE masks, gloves, face shields and drop boxes outside shop doors Giving resources and advice for PPP Loan for businesses Making customer-facing videos to use on social media and demonstrate safety Let your core beliefs shine through- all have to work together Value breakdown of a businessSales, relationships and performance Independent repair shops- faired better than national brands Established customer relationship- loyalty DigitizingRolling out digital delivery dispatch system A better understanding of repairs- often times $5 filter more important to be rushed for delivery than $180 flywheel Cost of delivery- shouldn’t matter where product comes from as long as there is a committed time of delivery Supply chainsA crisis will expose where supply chains are weak and strong Supply chains that built robust networks, inventory and supply strategies are thriving right now Resources: Thanks to Lee Walker for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. 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 NAPA offers. Talk with your servicing NAPA store or visit www. NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Elie Massabki is the founder and CEO of Mechanics & Body Shops Marketplace, a company focused on helping auto repair shops find talent and empowering automotive professionals through permanent job placement, free career advice, resume reviews and an App to find permanent jobs with reputable businesses and side/temporary jobs quickly. Elie is an automotive enthusiast who likes fixing his own car and advising business owners on business and HR-related issues. As a corporate executive, he led and coached large teams. He enjoys chatting with technicians on social media and brainstorming on ways to improve the industry. Elie holds a Bachelor of Science in Electrical Engineering (a Minor in Automotive Technology), and a Masters degree in Business Administration. Key Talking Points: Replacing technicians during Pandemic 10-15% layoffs right now 70% income impacted with fewer hours/days Average time to find and hire technician normal is 3.5 months Businesses that are getting PPP loan are starting to look ahead for hiring Master techs/diagnostician/specialists are scarce- smart business owners protect and retain them- strong defense is better than a strong offense Temporary placement More than half of technicians are over the age of 50- next 20 years we will lose half of them to retiring but most will want to continue to work. Cannot work 50 hours/week but want to help and temporary placement is the answer Mechanicsmarketplace.com- building vertical, consolidated marketplace for the automotive industryHelp with placement, career advice and resume ASC certifications- part of career growth and education Normally you don’t want to rush hiring- the automotive industry does not have this luxury, technicians make very quick decisions shop owners need to make an equally quick offer “Try before you hire” - hire for few days Prepare, plan, get readyBe ahead of the curve when pandemic ends- what are your needs? Replace talent and find better talent for your shop www.MechanicsMarketplace.com Resources: Thanks to Elie Massabki 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/VTp_2k2_Cuc Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business. Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry. Listen to Greg’s previous episodes HERE. Transformers Institute HERE. Dwayne Myers is a partner in Dynamic Automotive in the greater Maryland area. Dwayne invests time in the industry with the Auto Care Association and serves on the education committee with CCPN (Car Care Professional Network). Dwayne was recently honored as one of only 17 outstanding individuals that qualified for the prestigious 2017 World Class Technician Award presented by The Auto Care Association and ASE. He is very passionate about hiring and sustaining a strong and engaged team. Listen to Dwayne’s previous episodes HERE. Doug Grills from AutoStream Car Care Center is a chain of FIVE family-owned, automotive service facilities that deliver honest and professional automotive repair and maintenance services to customers in the Greater Baltimore/Washington, DC area. Doug along with his partner Rick Levitan has been around the service station business for over 25 years and have built their reputation by offering best-in-class service to their customers. All AutoStrem Car Care technicians are ASE Certified and the shops are AAA approved. Listen to Doug’s previous episodes HERE. Key Talking Points: Don’t fall in love with an opportunityA magazine survey a few years ago: 56% of shop owners wanted to be out of business by 2020. They are shopping their business Disciplines to haveLocation, Location, LocationDo your research, internet search on demographics, traffic count Cash is King Team, People If you don’t have strong systems and processes don’t even consider growing to another location Standard Operating Procedures (SOP) are required to scaleWritten and documentedWriting it down forces you to understand it and know how it works. Perpetually tweaked Each operation should engage with the customer the same way and operate the same way Watch the movie ‘The Founder’ all about Ray Kroc from McDonald’s Watch the TV show ‘The Profit’ all about People, Process and Product A diamond in the rough could entice youLong time business You feel strongly you can turn it around. The Potential with new energy and perspective Strong location and business that is not keeping up You know your strategy, systems, processes and people will work in the marketplace If the owner is the reason for the business and he/she leaves this could impact your diamond Everyone wants $1,000,000 for their business but the numbers must substantiate it. It is an emotional life work valueThe seller needs to show you how they came up with $1MAn emotional issue What is your cash flow Strenght in the fundamentals of the business Come to common ground Understand the multiple or blue sky value (premium above cash flow) You must have good financial statements Make sure your business can function without you and be profitableNo vacation for years Consider a broker to help you legitimize your valueThere are pros and cons to hire a broker There are fees and the process may be longer Show no emotion to the seller over the asking price A Business Broker will be able to help make the numbers real Your banker will not let you over-invest The final number will constituteWill the owner carry paper Do they want one check Do they want a monthly check to support their income once retired/sell Cash is King and so is your BankerYou need a good cash position, well-capitalized A banking relationship is key. Highly suggest community banks versus the large nationals Practice Profit First to put cash in places that you can not spend it.War chest monies for tough times and growth Lines of credit are important when you need them. Pandemic is perfect example of a huge need Determine a strong or smart multiplierA multiplier is the monies paid for a business over and above the EBITDA (earnings before interest, taxes, depreciation, and amortization) depending on the value of the business in the marketplace and to the buyer. For example, the business makes an average of $200K for the last three years. Because of the marketplace, location and many other factors the multiplier could be 3.5 times, therefore $200K x 3.5 would be $700K to offer for the business Multipliers vary but can be stable within a market or at a premium for a top-flight business. Multip shop operators will get a higher multiple. Pandemic has put some holds on private equity invests however there will be opportunities to grow because some shop owners are going to want to call it quits and there will be some great locations to choose from To research a demographic profile on a location you can get from Google and there is also traffic count available.Income levels, cars per household, etc. are necessary to help evaluate the location Ask around from businesses in the area and town Look at Google reviews Permits for buildings and growth in the town Is the area alive are dead You can pay for this information A gut check is to ask yourself if you would want the business if there wasn’t an auto shop in it? The location and demographics It needs to fit your business model Performing a strong due diligence review is a must and will provide you information to help you make a smart decision You get paid on what you are doing and the buyer find the synergies to help him afford the deal. The better your business runs and the more profit it has will get you a premium price or multiple. Resources: A special thanks to Greg Bunch, Dwayne Myers, and Doug Grills 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

Through her advice columns, books, and seminars, Dolah Saleh has sought to help others make choices that honor who they are and what they want to accomplish. Ms. Saleh is an educator, lecturer, and author with more than 20 years of counseling others in making optimal life choices. Ms. Saleh is the author of a few non-fiction books and one commissioned, Dating and the Pursuit of Happiness (DRM Net Inc., 1998), which helped people understand their personality “type” in a relationship and provided practical advice for pursuing a happy, fulfilling love life. Her last book, It IS All About You (Balboa Press, Hay House, 2018), which addresses lifelong questions in the search for meaning. Dolah's website www.loveinyourlife.com that includes a podcast and provides commentary on career as well as general life reflections. Major corporations have hired Ms. Saleh as a career transition consultant. These companies include Allied Signal, Praxair, American General Life Insurance, Cargill Inc., Carleton Technologies, General Motors, Moog Inc., M & T Bank, Praxair Inc., Tyco International, University of Buffalo and the Xerox Corporation. To assist in her practice, she has used and is certified in various psychological assessment instruments to provide her clients with appropriate guidance toward life-changing decisions. Key Talking Points: Grieving- experience loss (person, job, business, etc), shock, denial, anger, depression, acceptanceGrieving is not a linear process- goes in and out of all stages of grief Separating yourself from what met your needs that is now gone. What do you do next? Losing a job- grieving about the job and the people they worked with No set grieving timeline- find strength and consider what you can offer to a prospective employer? Networking- most helpful during the grieving processReach out to people for comfort, advice, support and brainstorm next career change Develop a marketing plan for yourself Always a positive and negative way too look at everything in lifeOpportunity to reevaluate your career- how happy have you been? Is this an opportunity to pursue something else that you would enjoy more? What jobs are related to what you were doing? We all have something to give, you have value, you have worth- what are your talents? What are your strengths and gifts? Self-analysis- sit with someone who knows you/used to work for/colleague/peer and listen to their input Tony Robbin’s website DISC assessment, Clifton Strengths Finder Test, Birkman Test Support of your spouseLean on them and accept support, don’t hide the loss of job because of ‘failure’ mentality Acceptance and mobilization- move forwardMeet with someone for coffee, talk about your ideas Resources: Thanks to Dolah Saleh for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode segmented by Series HERE. Key Word Search HERE. 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 NAPA offers. Talk with your servicing NAPA store or visit www. NAPAAutoCare.com Click to go to the Podcast on Remarkable Results Radio

Kent Bullard. Find Kent's other episodes HERE. Key Talking Points: Gamification- changing behavior, designing an experienceHow do you engage people with game theory? Focus on process orientation than goal orientation- not outcome focused, be action focused Customer’s want to come back again The Big E’sEnvironment: Physical triggers for customers and employees- is it distracting them or focusing? Putting mirror by phone so service advisors smile when they answer the phone Engagement: What, how, when, do they interact with each other? Instruction- walk in door, reward is smell of cookies Rules of play- “restrictions” calling customer back by certain time determined by shop and try to beat that time Effect: What are possible outcomes during experience? Illusion of choice- simplify set of outcomes that you can control Design experience- three service advisors, two on phone, one has green light on desk and is waiting to help customer Emershion: How do I continue to convince customers to keep coming back? Marketing and advertising- emails or phone calls as touch point Easy and positive experience equals customers wanting to come back Evolution: Adding new things to your process, always be evolving, constant and consistent growth. People get bored easily DVI in shop Experimentation- Customers using rules and restrictions to create difference experience Be aware and flexible- have limitations or expiration on promotional discounts Enjoyment and EventsExpected to pay certain amount and ends up paying less End game: what ways do we continue to engage customers? Mentor-ship, rewards points, events, involve customers with community Resources: Thanks to Kent Bullard 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/fw3hK27YdEs Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980’s. Kevin began his automotive career at the age of 14, pushing a broom in a mom and pop shop in Rhode Island, he attended a trade school, graduating at the top of his class and went right to work as a tech in a prestigious Porsche/Audi dealership in Cape Cod. Kevin continued his dealership work when he moved to NY and eventually came to work for two brothers who owned Foreign Car Specialists. When the owners retired in 1995, Kevin bought the business and the rest is history. Kevin’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 groups, and is involved as an advisory board member of Kukui, along with AutoVitals. Hear Greg’s previous episodes HERE. AJ Nealey got the mechanical bug at a young age playing with Legos. The bug quickly escalated to wrenching on his own car in high school, to his first full-time job as a technician and also to a racing career. He started Nealey Auto Service, Edgewater, MD, out of his one bay garage in 2011 after his racing career came to an end. After he married his wife, Stephanie, in 2014. AJ and Stephanie decided to focus all energy and resources to grow Nealey Auto Service. It all started with taking RLO Training’s Guerilla Shop Management course. Since then, they have grown to a 9 bay facility with 8 employees and have increased sales a total of 1172% since then. Listen to AJ’s previous episodes HERE. Key Talking Points: Family dynamic will change keeping safe at work as to not risk bringing COVID-19 in the home and visa versa We must be on our ‘A’ game and create a clean work environment, produce a sanitized customer experience, to present a clean work environment to our customers and team. Telecommuting may become more prevalent than ever. Work centers, call centers, and cubicle farms may become a thing of the pastA decline in commercial property rented for these purposes New software to help in work productivity while telecommuting Miles driven will be affected. Will public transportation decline because of close proximity and sanitary conditions?Will affect miles driven to the plus. What about ride-sharing. Will that be considered clean/safe Wearing a mask should be standard until there is medicine or a vaccine that will treat COVID19 Customers, like a fleet, will want to be sure you are providing a clean and safe environmentYou’ll need to create and instill protocols to manage clean, safe and sanitized Get the local health care experts to help you in creating the right sanitizing program We will have legal obligations that are yet to be determined, but you need to demonstrate extreme responsibility and the ‘do right rule’ The perception of your customer to the safety at your shop will be critical. Just because you do doesn’t mean they know. Put your safety concerns upfront to your customer. Will concierge service be included in your labor rate or be an add on?Will pick-up and drop off become the norm. Many different thoughts Protecting your team during pick-ups and disinfecting Not all your people will be willing to risk exposureYou need to get on top of this Building a strong ‘board of director’ type advisors. Your banker, attorney, accountant and insurance agent. These relationships have always been important but now with the pandemic, you realize the value of them. Be a Warrior! New car sales will have an impactVIO, miles driven, age of the vehicle will have both positive and negative impact on the aftermarket. Electric Vehicle sales may slow because of the price of gas. A short term impact Reaching out to clients to see if they are OK is not a bad thing. Being connected and feeling of fulfillment may be important in the future. Client follow up to see if they need anything and they are safe Share your protocols with your clients so that they understand what you do for the safety of your team and them. Put more humanity into your relationships As you have discovered yourself as a more caring business person who is at the ready to help … continue it post-pandemicSupport beyond automotive repair The pandemic has made us more responsible and will continue Stop believing: This Is The Way I’ve Always Done It! Having a coach has made a world of difference to all shop owners that engaged one. Going forward the need for the mentor/advisor/accountability partner will enhance and strengthen your business. Opportunity for growth is on the horizon Resources: A special thanks to Kevin Eckler, Greg Buckley, and AJ Nealey 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

Panel: Darren Adams from Dryfork Diesel and Auto in Carthage, MO Brett Bohlman from HWY 7 Service Center, Newell, IA Talking Points: “Just say yes, I wish I could” Brett lost technician- lower car count and sell more. Technician spend more time on a vehicle, less processing time Top 20% make up 80% of the business- “I wish I could” to other customers and schedule around top 20% customers “Just say yes”- is more of an attitude and mindset, how can you say yes today or tomorrow, ideally get the customer into the shop within 24-48 hours. Cannot over ‘filter’ your customer but need to say yes to the right customer- saying yes to every customer invites chaos into the shop Salesman time is important- filtering qualified prospects Get testing done in the morning, repairs in afternoon Need to have proper front counter service advisors- just as important as technicians Training is investing in yourself and employees Problems associated with people are due to lack of leadership- work on leading yourself the way you wish someone else would’ve led you. Be humble, don’t let pride get the best of you. It’s the struggle that helps you grow. Resources: Thanks to Darren Adams and Brett Bohlmann 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 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

G Jerry Truglia is well known for his automotive training through his company ATTS: Automotive Technician Training Services, where he covers topics ranging from hybrid vehicles, electricity, to Heavy Duty Truck repair. G is also a very proud founding member of the non-for profit Technician Service Training group. G Jerry Truglia Previous Episodes HERE. Dave Hobbs automotive service experience spans 40 plus years in the industry, starting out as a technician and then as a service manager working in his family’s repair shop (Hobbs Auto Electric) in Kokomo, Indiana. After leaving Hobbs Auto Electric, Dave began working as a hotline advisor and field engineer at GM’s Delco Electronics. Those roles eventually led to becoming an electronics systems instructor for thousands of Delco Electronics / Delphi engineers throughout North American and Asia. Dave is currently the lead technical trainer and course developer for Delphi Product and Service Solutions. In addition, he serves part-time as a contributor to Motor Age Magazine and as a field correspondent for MACS Worldwide (Mobile AC Society). Dave’s previous episodes HERE. Peter Orlando Sr. Curriculum Developer/Technical Instructor at Advance Auto Parts Carquest Technical Institute. Talking Points: Takes months to prepare and put together, document stories, real-world scenarios Build relationships with students- students respond better to instructors that do not talk down to them, encourage networking and asking questions Technicians often have an ego- they can fix any car, but need to also admit they don’t know everything, often feel embarrassed or afraid to ask questions Constant reading and research on curriculum Retention of information- poll questions and feedback Keeping students engaged- move around the room, have students highlight and underline during class Becoming an instructor doesn’t happen overnight- need to be seasoned over time, always someone smarter than you who you need advice from Sometimes you need grace from your audience- constructive feedback and criticism Resources: Thanks to G Jerry Truglia, Peter Orlando, and Dave Hobbs 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 Click to go to the Podcast on Remarkable Results Radio

https://youtu.be/xvnvoc4yZ60 Hunt Demarest, CPA 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. Travis Troy, Honest Wrenches, DesMoines, IA. Travis, 29 years young, graduated From DMACC Ankeny, IA Automotive Technology Program in 2012, Received my Accredited Automotive Manager in 2019 and will be completing the 4 Year ATI program this fall. Opened Honest Wrenches Automotive Repair in May of 2011 started while still in college and renting a storage 500sqft storage unit. We since moved to a 2800sqft unit, and just completed our 2800sqft expansion for a total of 5600sqft. He employs a total of 9 Employees. Mike Leeches Quality Motors, Laguna Niguel, CA (leaches) Key Talking Points: Travis is leaning on his accountant during these times Ask them the tough questions These unprecedented times has proven the strategy of having a CPA firm working with you that goes beyond the numbers In the case of the firm Parr-Melis, who have hundreds of automotive shop owner clients, they can help you compare yourself to others within our industry You accountant can help you plan for your future by keeping an eye of your cash and debt position Both Travis and Mike have a business coach and they credit both for making their business the success it is today Travis is a zero debt person, yet he knows there is good debt, but his recent expansion was paid for with cash Putting money away weekly is a great disciplineMake it automatic Moving to a new accounting firm is a difficult thing to do especially if you have a long term relationship.Evaluate if you are getting your money’s worth You get another set of eyes Strategic planning Anyone can do a tax return Heavily on the education element of financial statements Accounts can also learn from you Have your numbers compared to others in the industry. You need benchmarks to understand your performanceBenchmarks are a guide. You need a budget based on unique situations at your business and your marketplace Your numbers must be matched to your goals The tendency to always look at the P or L and review your ‘net profit’ line.Critical information in the P or L (Profit or Loss) Statment The Balance Sheet also needs to be understoodYour cash position, your receivables, your debt, accruals Your accountant should drive your discipline to get your numbers in each month.You should see your financial statements at a steady time each month This is historical data, a snapshot, and you if you need to fix something the later you get your results the longer you don’t get a chance to correct or discover a problem Moving into the ‘new normal’ you need good financial data Onboarding to a new accounting firmSwitching to a new accountant is like switching to a new SMS (Shop Management System)You are too comfortable You need to ask yourself what do you want from a new accountant You need a good foundation to start with by your accountant understanding what you currently have Gather all the proper information Training on understanding your current system in-depth, such as Quickbooks Resources: A special thanks to Hunt Demarest, Travis Troy, and Mike Leeches 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 shop-ware.com Click to go to the Podcast on Remarkable Results Radio

Bob Greenwood, AMAM (Accredited Master Automotive Manager) is President and C.E.O. of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). AAEC is a company focused on providing Business Management Resources and Development for the Independent Sector of the aftermarket industry. AAEC content and technology is recognized as part of the curriculum of the Fixed Operations Diploma and the Aftermarket Degree courses taken at the Automotive Business School of Canada at Georgian College located in Barrie Ontario Canada. This school is the leader and only college in Canada that offers an automotive business education. AAEC is also recognized by the Automotive Management Institute (AMI), located in North Richland Hills, Texas USA, allowing 80 credits for successful completion of the AAEC E-Learning portion of the site towards the 120 credits required to obtain the reputable Accredited Automotive Manager (AAM) designation. Bob’s previous episodes are HERE. 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. Bill Haas, AAM, is the owner of Haas performance consulting LLC, with 40 years of experience in the automotive service and repair industry. Clients have access to Bill’s solution-based focus, expertise, unique perspectives and in-depth knowledge of the industry. Bill began his career working part-time at a full-service gasoline station in Appleton, Wisconsin. His career includes time as a technician, shop owner, technical trainer and on the staff of the automotive industry’s oldest and largest association representing automotive service and collision repair businesses. While at the association Bill had the opportunity to work with all segments of the industry. His knowledge of the industry has been shared on many occasions as he has been invited to speak at numerous industry events as well as providing testimony at hearings of the US Congress and several state legislatures on important legislation and regulation affecting the automotive industry. Bill received the Accredited Automotive Manager (AAM) credential from the automotive management institute in 1996 and has been a member of the automotive management institute’s faculty since 2002. Bill is also the business manager for NACAT, the North American Council of Automotive Teachers. His services include business management seminar development and delivery, keynote presentations, business consulting, performance coaching, and strategic planning facilitation. Listen to Bill’s previous episodes HERE. Barry Barrett covers the premise of the book that builds a foundation for negotiation on the basis of understanding the other party through empathy and active listening skills. During Barry’s career as a Service Manager and top salesperson, he honed his talents in communicating with people. Barry is tireless in his pursuit of excellence in the automotive industry and in all that he does. His passion for providing tools to train owners and their teams to the next level is unlimited. He is a Ziglar Legacy Certified Coach. Find Barry’s other episodes HERE. Key Talking Points: First Coaches Round Table was a Vision in 2017. It was Episode 208 Link HERE Takes time to gain experience, need to continue to listen and share with others your experiences to shorten the learning curve Experience is often the name we give to mistakes- ask advice and opinion Insanity- doing the same thing over and over again expecting different results, coaches want you to do different things and change to get different results. Starting building confidence with each change. RPRS (Right People Right Seat): Share same values, get it - want it and have the capacity to do it, know what is expected and held to standard with accountability The right team in place have careers not jobs- have you found your passion? Can you afford the mistakes the wrong person makes in your business? Cannot lose revenue by coming to training- you are rewarding your team with efforts, come back more educated and gain a better perspective by networking with others. Training is an investment, not a cost. If you’re not at training, how are you going to compete with the shops that are? Math not magic to increase efficiency Millennial wants to participate and be involved in business- contribute and want respect, not just about fixing cars Succession planning- The biggest failure is not getting a succession person involved in the business side early enough. Takes 4-7 years to put a proper plan together for internal systems and processes are in place. Not selling hard assets. The average shop is understaffed by three people- bays, front counter, back office. You cannot maximize productivity when understaffed. If you don’t confront problems in business then you condone it Resources: Thanks to Bob Greenwood, Maylan Newton, Bill Haas, and Barry Barrett 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 The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. 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

Carrie-Lynn Rodenberg, the owner of Turnkey Marketing, founded her boutique marketing firm after moving from New York where she was in charge of the direct response marketing for a 10 BILLION dollar company (Emblem Health). She went on to be the Director of Marketing and won the 2nd place Infusionsoft Ultimate Marketer Of The Year Award. Carrie-Lynn graduated from the University of Virginia, which is considered a “Public Ivy League University” and is one of the top 25 universities in the United States. She is a hard charger that is a total marketing nerd. Most weekends you can find her reading books on business and marketing, playing with her two dogs Paxton and Charlotte, or volunteering at church. She and her husband/business partner, James, live in the Kansas City Metro. Turnkey Marketing was founded on the principle that all work done well is important. The work done in the aftermarket automotive industry is important – it keeps us and our cars safe, and lets us live with much more freedom. Carrie-Lynn says “Turnkey Marketing exists to help shops effectively communicate in their community, with their customers, and potential customers, all the good work they do so that your repair shop can be known as the trusted, “go-to” shop in your area”. Turnkey Marketing does this by providing cutting-edge marketing that actually works and increases car count. Turnkey Marketing is a family-owned and operated “one-stop-shop” boutique marketing firm that does everything from social media campaigns to providing the professional shop an entire marketing department. Find her previous episodes HERE. Turn-Key Marketing Website HERE Kim Walker from Shop Marketing Pros is a social media expert. Kim’s experience includes a school counselor and teacher. Her husband Brian, started his own shop while he was a Mercedes technician in North Carolina. Then asked Kim to leave her school job and join his service business. Then for specific reasons left to go back home to Louisiana. It was almost destiny that they engaged with Shop Marketing Pros. As a former shop owner, Kim’s advice and expertise on social media is perfectly matched because she’s been there and done that. She is on the Car Care Council’s Women’s Board, an ATI and Management Success Graduate, and their shop was a Motor Age Top Shop winner two years in a row. Their shop experience is without question, so when she talks about social media as it relates to the automotive service professional, she has the experience that matters. Look for Kim’s other episodes HERE. Shop Marketing Pros Website HERE. Talking Points: Facebook- always changingBusinesses can now be involved in community groups from the business Facebook page- want to see personality and encouraging Some groups do not allow posts about businesses, some let you promote the company on a certain day of week Be transparent and a resource- commenting and responding to questions is a valuable form of promoting the business without promoting it People use social media to engage with others, learn, be entertained- connect with people Social media has to reflect the culture of the business. InstagramIs your customer on Instagram? Find out who they are, what they care about and where they hang out- embrace what your customer wants Be all in- post pictures, videos, boomerangs, IGTV, stories Stay relevant and stay human- document what you do “Women in Business Day” People love dogs and kids, show employees with their animals/kids- all trust factors that show you’re a real person Celebratory occasions for team members- birthdays, new babies Community events, fundraisers, training New marketing clientsBeing overwhelmed and need help Not updated with marketing and social media- don’t have time or knowledge Need owners to be partner- clear understanding and expectation from the beginning from both parties, be all in Want real photos/videos from business Marketing Scent: All marketing “smells the same” and is consistent with the website, social media, postcards, emails, call waiting etc Episode 516 “Our customers don’t know how we make our sausage, and it’s time they learn” Resources: Thanks to Carrie-Lynn Rodenberg and Kim Walker 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 Click to go to the Podcast on Remarkable Results Radio