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In our industry or in any business, we can all feel burned out as a result of working too hard. Here’s how we can prevent it! Justin Allen is the Manufacturers Sales Representative of Hunter Engineering Company. Justin Allen began his career in the automotive industry in 1998 in Hendersonville, NC. Justin’s technical education came in the form of many days and nights spent under hoods. He is raised to never pay anyone to fix anything he could fix himself, Moving around the country as a child created a natural tendency to connect with others! Wherever he went as well as a dogged determination to do things right and to always look out for the needs of others. Getting to work for Hunter Engineering Company allows him to always be making new friends as well as to help people figure out ways to be more productive, efficient, and successful with their work. Justin and his wife share 6 children, 2 dogs, and an extraordinarily colorful google calendar. Key Talking points: Are we working too hard? Justin has love of people- everyone has the same common goals no matter what industry you are in An advocate of 4 day work week- what can we physically accomplish with what customers expect? Burning out yourself, your family and your technicians Most shop owners working 60+ hours a week- not able to interact with other shop owners/businesses. Nothing can improve without change- are shop owners receptive to changes? New technology isn’t an expense, it is an asset Set old used tire by road- simplest visual marketing to get into the tire business Hunter Engineering Company- first role in outside sales 7 weeks of training Build report (rapport?) with customers- approach sales calls with a long term relationship mindset Want to grow business and expand his ability to serve customers- what can I do to help? What is the experience your customer is having? Google reviews, Facebook reviews, etc. Looking for comfort, pleasure, and convenience Talk soon, Resources: Thanks to Justin Allen for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Jennifer A. Grady, Esq. is an attorney, corporate trainer, and international speaker. Ms. Grady founded the law firm of The Grady Firm, P.C. in 2012 with a passion for helping business owners, entrepreneurs, and their families achieve the American Dream of freedom, opportunity, self-sufficiency, and success. The Grady Firm has offices in Beverly Hills, Irvine, and San Diego, California, and serves clients remotely from across the globe. The firm’s attorneys are licensed to practice immigration law in all 50 US states. As an employment lawyer, Ms. Grady teaches employers how to become compliant with California employment law, defends corporate clients against wage and hour claims, and assists employers with hiring, disciplining, and terminating employees. She also provides on-site, classroom-style leadership and sexual harassment training in English and Spanish. She is a partner attorney to the California Employers Association (CEA), and resource partner to the California Landscape Contractors Association (CLCA). She has provided training at universities, businesses, and conferences around the world. Key Talking Points: Sexual harassment Any unwelcome sexual advance verbal or physical in the workplace- employees and any person stepping foot in the vicinity of the business Companies with 5 or more employees in California are required to provide anti-harassment training in 2019. Find out the requirements in your state here. Sign-in sheets, and anti-harassment policy to sign to keep on file 1 in 3 women have reported harassment in the workplace Survey of 900 women polled- 65% reported unwanted sexual advances, 65% were assigned lower-level tasks based on gender, 25% felt unsafe 50% of customers might be women- women don’t want to be subjected to inappropriate behavior If a customer feels harassed- ask to speak to the owner of the business or file a complaint with a local agency in the state Most people don’t report because of being afraid of retaliation Protect your business with EPLI Insurance to defend against- employee discrimination/harassment lawsuits and labor claims Dating in the workplace Poll- 50% know a coworker who had an affair at work 20% had an affair at work themselves It is prohibited to have a relationship with superior and subordinate Among peers, it is discouraged http://www.gradyfirm.com Information from The Grady Firm Website Resources: Thanks to Jennifer Grady for her contribution to the aftermarket’s premier podcast. Grady Firm Website HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.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. As 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. Recognized as an Illinois state emissions repair technician. He was also a technical trainer during his 8 year Army career. He has written many technical articles for MotorAge and Gears magazines, and 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. Listen to Scott’s previous episodes HERE. Key Talking Points: Post secondary school Learning the basics to be technicians- some know nothing coming into post secondary ASC Education Foundation- set list of tasks to cover in classes (lecture, demonstration, hands on, lab work etc) Independent shops getting involved- help bridge the disconnect between administration and program if shop owners are on the advisory board Building classes Starts with a rough outline, theory, bullet points easiest to hardest, take case studies and work them in- is able to cover all levels Case studies need to be updated from time to time but concepts still remain the same Future trainers If you’re going to be a trainer then you will continue to go to training- take notes on technical information and what trainer does Make sure you’re comfortable with material and topic with adequate research Incorporate what you like into your own training style No one knows everything- might have questions in class you don’t know how to answer Previous episodes with Scott Shotton: 408 and 419 Talk soon, Resources: Thanks to Scott Shotton 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. Episode 408 HERE. Episode 419 HERE. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. The program was built by AutoCare Centers for AutoCare Centers to provide a consistent consumer experience, maximize technology leverage, and reward NAPA’s most committed partners. In other words, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. Simply put, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Danny Durbin is the second generation owner of Durbin Auto Parts, in Prattville, AL. He is now integrating the third generation into the business. You’ve heard the stats about the third generation? Only about 12% survive. You decide, but I believe Danny has the right strategy to defy the survival statistics. He knows the procedure and the adaptations it takes for the survival of the generations (having been there done that). Danny is planning to pass the torch to his son, however, he decided that Andrew first needed to work outside the business. You will benefit from this story as many service professionals are family businesses. Find out the core values needed and the mindset of what it takes to keep the family business afloat for many years to come. Danny is an active member of the Automotive Aftermarket Association (AAAS) and holds a seat on the Board of Directors. Check out Dan’s other episode HERE. Key Talking Points: Family business Told son Andrew he needed to get a job before he joined the family business in order to join as 3rd generation Worked for a construction company building hospitals, hotels, office buildings, etc Son and wife having a baby and company was growing in equipment business and needed help- took a pay cut to come back to business Accepted job but stayed with the company to finish the job for an additional 3 months- honored commitment Son has been with the company 10 months and handles the entire equipment side of the business- established role and responsibilities Resources: Thanks to Dan Durbin for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Free Training! Unheard of! Robert ‘Dutch’ Silverstein of A&M Auto Service, Pineville, NC, is putting up a $4,000 scholarship for a shop owner and technician for ADAS training. This means TWO guys from the same shop (an owner and his lead tech) can attend this hands-on seminar. ADAS technology is not going away and everyone needs to move on training. You may even decide to become an ADAS calibration center as a result of your training. In this episode find out why Dutch is providing this free scholarship from his own pocket to the industry. He believes the industry must step up and get involved with scholarships of all kinds. He also challenges shop owners to determine if they are spending enough time learning how to put money in their pocket through training. Robert “Dutch” Silverstein started A&M Auto Service, in Pineville, NC, over 19 years ago. He started working part-time out of a rented single bay in the back of a body shop. At that time, he was also a Captain for a major airline. Ever since he was a boy, the Good Lord gave Dutch the ability of understanding and repairing things mechanical. As his business continued to grow, Dutch soon recognized the public’s need for an honest, integrity driven, low sales pressure repair facility. A shop that is motivated to educate each customer and address his/her automotive needs individually. One that is focused on doing the RIGHT thing, not some distant Corporate or Franchise Business Model idea of the right thing, but THE right thing for each customer. Listen to Dutch’s previous episodes HERE. Time-sensitive scholarship is due by August 5, 2019. Enter “Scholarship” in the subject line. Dutch’s Email HERE. Key Talking Points: In memory of his mom and aunt who were teachers, he is offering an ADAS Scholarship Better the industry. Will you be ready to embrace the new technology Invest in your people. Stop posting your numbers and a picture of your boat. Will, that improve the industry? $4,000 ADAS scholarship Focus on ADAS training for two people Draws candidates out of raffle- free to nominate and be nominated and received less than 25 applicants Training Graduate tech schools you have a license to learn- established foundation Need to be a perpetual student after you graduate and continue training Post-secondary education gives a license learn As a shop owner, we must give back Give back to your community, invest in people that keep business running All talk but no action about bettering the industry Keep updated with changing technology instead of sending customers to dealerships Prioritize where you spend money- training Hire people who have the same values as you- integrity-driven Dutch concentrates on a relationship-based business model with customers Being an ADAS calibration center is a short term goal Talk soon, Resources: Thanks to Dutch Silverstein for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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

Brett and Danielle Bohlmann, creates Work/Life Harmony, are the owners of HWY 7 Service Center, Newell, IA. Brett began his career in the automotive industry as an automotive technician. Over the years, Brett began to acquire top-notch experience and a love of automobiles but more of a passion for learning in the entire automotive industry. In 2010, Brett had an urge to start and open Hwy 7 Service Center with the goal of always exceeding the customer’s expectations. Oil definitely pumps in his veins as automotive knowledge, skill, and work ethic radiate from his actions and words. However, the fuel for the fire comes from his family at home and the community that has become a large family too. Find out more about the Bohlmann’s episodes HERE. Key Talking Points: Owning a business and having a life outside of business At first, Danielle was not on board with opening business “Anything worthwhile is uphill” Was able to harmonize business and personal life- 9th year in business, harmony isn’t time-based but is intentional The pivot point of business- hired a consulting company Brett is visionary, Danielle is the implementer Marriage and family first, business second Fears Opening the second location Being successful in tiny town (850 population)- was it a trend? Is there enough population? Can the business survive? Trust in your beliefs People die for what they believe in, beliefs are powerful Let your thoughts turn into beliefs and goals Culture of business- family and everyone has a part of the business No hierarchy, everyone has a stake in the business Wanted employees to enjoy where they work Core values implemented in life and business Identified right people for right positions- hire technicians out of school and train them Reenergize Taking time away from the business Being around like-minded people in industry, networking Gratitude, practicing gratefulness Resources: Thanks to Brett and Danielle 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. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Every new and young technician today have a lot more shops to choose from. Let’s face it, there is a lingering issue of the technician shortage. If you are a business owner, what do you need to do to attract and/or retain talented individuals that possess the ‘right stuff’. If you are a business owner, how would you attract an employee? What are the things you would do to improve your shop and make it as attractive and organized as it could be? Dan Gilley will bring light to decisions addressing the best interests of the would be future candidates/employee of a shop. Dan Gilley is the President and CEO of RLO Training. In this episode, you will understand the utmost priorities needed by shop owners to address the how to attract the right kind of employees and what are the necessary tactics in order to keep them. As Dan would say, it’s either you attract them or repel them. Is it just for the paycheck or the team?e candidates/employee of a shop. Dan Gilley is the President and CEO of RLO Training. Dan Gilley is the owner and president of RLO Training. Dan has a great understanding of the challenges of the aftermarket industry, and with thirty years experience, he has a great appreciation of what it takes to truly continue on a path of progress and gain a remarkable vision of the future. Dan has helped hundreds to achieve high levels of success through his training, coaching, and Bottom-Line Impact Groups peer support network. Dan encourages shop owners and their teams to achieve their personal and professional bests, and today he will challenge us all to take another step in achieving our goals. Dan began his automotive career when he was fourteen. He gave up his lawn care company to work at a gas station when he turned sixteen just to be around cars. He worked as a technician and a service advisor during his college years and bought his first gas station at age 22. For the next twenty years Dan was challenged as an independent auto repair shop owner. He realized that he needed to learn as much as he could and attended seminars, business schools, workshops and anything else that would help make his businesses a success. That’s when the passion for the automotive industry developed. Dan became a member of the Bottom Line Impact Group and took his company to a new level. In 2003 Dan joined the RLO team as a full time instructor and coach. His zeal to transform the automotive industry is apparent in his enthusiasm for helping others improve all aspects of their businesses. He continues now as president of RLO Training to take the automotive industry forward into a successful future. Key Talking Points “Why should I work for you?” Technicians today have a lot more shops to choose from Not attracting enough young technicians You’re either attracting employees or repelling employees- do you work as a team or is it just a paycheck People want to feel appreciated and acknowledged Shop needs to be clean, up to date, paid training Understanding role as CEO Hiring service advisors help free up the owner for networking and marketing for the company Need to understand their financials, operate with a plan, share the vision with your team and care about them Invest in your team Talk soon, Resources: Thanks to Dan Gilley 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. Link to RLO Training website HERE. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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. Click to go to the Podcast on Remarkable Results Radio

Why Would You Want To Listen and Who the Heck Am I? Can you afford to miss out on being a fly on the wall of shop owners, coaches, technicians, executives and every other contributor that has been involved in the aftermarkets premiere podcast? Imagine an aftermarket audio archive of over 600 episodes that speaks to the business of the aftermarket with a focus on the service professional. Every episode is cataloged by series to help you learn and tackle our industries challenges head-on. All for free, on-demand and available anywhere in the world. Through interviews with the best in the business, our goal is to help solve your pain points and teach you stuff along the way? You know the drill change is a guaranteed constant in life. We must stay abreast of the speed of technology, succession planning, the lack of skilled tradespeople, specifically technicians, leadership, business culture, the need to be better marketers, the role of the CEO, consolidation, and most importantly your profitability. Engage with the podcast because with all the noise in your life, RRR grounds you in the context of the aftermarket. You are almost guaranteed to learn just one thing from every episode and help bring wisdom and influence to the people you lead as we work together to elevate all ships. The Series Town Hall Academy For The Record CarmCast’s Find Listening APPs  Click to go to the Podcast on Remarkable Results Radio

Think about how many professional teachers found their calling. This is Michael Eilbracht and his take on becoming a trainer. Michael Eilbracht knows he has found his calling to be an industry trainer and shares lessons on becoming a trainer. He has presented at Vision and will parlay his career as a Full-Time Transit Bus Technician, and owner of MJE Diagnostics into a professional Heavy Duty Electrical and Drive-ability Training Business. This is a ‘real story’ on finding your groove and sticking to it. Listen to the depth of his experience and for his passion to help people. Michael Eilbracht is Full-Time Transit Bus Technician for the Champaign & Urbana Mass Transit District in Urbana, Illinois and also runs MJE Diagnostics which is a Heavy Duty Electrical and Drive-ability Training Business. Michael has 22 years of experience as a Transit Bus technician with ASE Master Transit Bus Certification and is also an L2 Advanced Level Specialist. He also has numerous Factory Certifications from Cummins, Allison Transmission, ZF Transmissions, Detroit Diesel and Thermo King. Michael has also been to OEM Training for New Flyer and Gillig Buses. For four years Michael also Instructed at Parkland College in Champaign IL for the Diesel Power Equipment Technology Program where he taught Intro to Electrical Systems for Agriculture, Heavy Equipment, and Motor Truck. Michael started his Heavy Duty Electrical and Drive-ability Training Business 1 year ago. Michael enjoys instructing and helping others and takes great pride knowing that he is making a difference for the Heavy Duty Industry. For the future, Michael hopes to also be able to provide Mobile Diagnostic Services or his current customers and his new ones as well. He is also the Midwest Distributor for Autonerdz.com Key Talking Points: Aspires to be mobile heavy duty tech Sees need and help requests from truck shops and dealerships Trainer Met with old diesel instructor and asked if he could instruct electrical for 4 years at community college Learned diagnostics and saw advantages of niche market Loves training and keeps it relaxed and relate-able Has hands on instruction approach Encourages former students to reach out and ask for advice Advice Need constant updated training Diesels aren’t the same as before- modules, controls etc Resources: Thanks to Michael Eilbracht for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Ask Maryann Croce! What advice would you give a new business owner? Will this advice benefit the established business person? Would you like some advice on starting a business. What if you could apply this advice to your established business. 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 What advice would you give to a new business owner Resilience to be tested Easy to be the owner when everything is going smooth Will have constant challenges- need to be thick skinned Don’t lose empathy or kindness but don’t take things personally Take a stand Core values- know what they are and take a stand for yourself and others. Have to work for you, your team, your customers. Be an example every day Ask for help Building relationships is key- vendors, suppliers, other business owners in industry and community Have a curious mindset Be open-minded to new ideas- willingness to grow and learn Won’t get stuck in negative flow Share and give Locally, industry event, you always have something to offer Help each other without an agenda What is a healthy business? Profitable, sustainable and enjoyable . Your business is part of your life, not your entire life- don’t lose sight of yourself, friends and family How do you evolve to a business owner? Messaging- voice and messaging is right for business Relationships- how you nurture them Know the financials of the business Maryann’s Newsletter HERE Talk soon, 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. Link to Maryann’s Small Biz Vantage website HERE. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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. Click to go to the Podcast on Remarkable Results Radio

Larry Dragan – Lemon Law Expert Witness, Certified Mediator and Appraiser Larry Dragan is the 2nd generation owner of Stan’s Garage founded in 1941 at Dearborn Heights, Mi. He sold his ownership to his son, Scott. He now serves as its chairman of the board. He is a member of ASA, ASE Blue Seal and IAAA (International Automotive Appraisers Association). Larry got involved during the ’90s in the mediation of problem vehicles and served on the arbitration boards for both Chrysler and Ford. Larry still provides many services nationwide including expert witness services, Lemon Law cases, pre-purchase inspections, automotive appraisals, automotive mediation/ umpiring and automotive business coaching and development. Larry Dragan has 40 + years experience in the automotive industry and still maintains his ASE certifications in Auto and HD Truck. He was the second generation owner of Stan’s Garage (establish 1941) in Dearborn Heights Mi for over 38 years and still serves as chairman of the board. His son Scott has now taken over the operations but Larry’s still stays very active in the automotive industry. Larry got involved during the ’90s in the mediation of problem vehicles and served on the arbitration boards for both Chrysler and Ford. Larry stills provides many services nationwide including expert witness services, Lemon Law cases, pre-purchase inspections, automotive appraisals, automotive mediation/ umpiring and automotive business coaching and development. He is a member of ASA, ASE Blue Seal and IAAA (International Automotive Appraisers Association). Key Talking Points: Expert witness for Lemon Law Attorneys- hired by the owner of the vehicle Every state has different rules and regulations- most are 3 attempts for same repair or 30+ days out of service Can’t verify the complaint. Dealerships will not go too far to solve problems. Larry comes in after process is started or prior to attorney taking case- verifies the complaint, takes documentation People remain patient for a vehicle that is reliable Most of the time vehicles do not get repaired at dealerships- limitation technicians have to verify the complaint, only getting paid half hour to diagnose Most cases don’t go to court- cases get settled Certified as mediator/umpire Settle cases between two insurance companies or insurance company and owner with collision or flood cases/damages to the vehicle He would go to the TSBs first to see if the problem exists Technician shortage Average technicians are 45-50 years old- what will happen in 10 years when they retire Need to grow your own technician and appreciate them Appraisal discussion Resources: Thanks to Larry Dragan for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Jonnie Wright was raised by three women (mother, grandmother and aunt) on a hobby farm in rural Iowa. He discovered a penchant and passion for writing and talking to people during an unsuccessful 5 year run in college, and applied both to a 20+ year career in radio and TV broadcasting. In 2005, he “put down childish things” and entered the world of adulthood and business ownership, as he started a customer service training and marketing company called The Buyosphere. He started training retail but eventually saw greater opportunity in the auto repair service world, which he planted the flag, with the incredible help of Ron Haugen. “I” became “we” as Jonnie and his team added trainers and clients, but the WOW moment of realization that his team were relative equals among industry giants came at VISION 2015, when he taught several classes and was honored to be keynote speaker. Then along with NAPA EXPO, they trained in front of nearly 1,000 automotive professionals. That is when things got real! Jonnie branched out beyond auto repair in recent years and also works with attorneys, computer repair shops and health care professionals. Not bad for a farm kid who grew up on one acre with one cow, one pig and one pitchfork. Key Talking Points: Customer service Jonnie never turned a wrench, always had a customer perspective Secret shopping- started with telephone calls then went to shops in person Took note of signage, cleanliness, organization, smells, the whole experience, incentivize return trip to the shop Built training program from secret shopping experiences Phone skills 70% of a phone conversation is tone Words, pace and onboarding Getting to know me Scheduling in an organized way Seeking other problems Will have less importance in the future with millennials and Gen Z/Y Apps and convenience becomes customer service It is gut-wrenching to listen to your calls and get better. An important tactic 447 Jonni for owners and service advisor professionals Future The important customer becomes the one you work alongside Three types of customers- external, internal (coworkers), a customer inside our heads How do you work and communicate inside the business efficiently? Creating an army of the – committed to vision and mission of the company Negative reviews Opportunity to make things right- more afraid of customers that have a bad experience about and never posts about it Always respond to negative review somehow Talk soon, Resources: Thanks to Jonnie Wright 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. Link to RepairPal website HERE. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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

Privacy, Data Ownership and Cyber-security are the issues raised with the legislation and it threatens the whole automotive aftermarket. Looking for more information on cybersecurity and data ownership? ASA and the Alliance of Automobile Manufacturers will be hosting a one-day event September. 12, 2019 in Troy, MI. Registration is now open! LEARN MORE AND REGISTER: https://asashop.org/education-events/technology-telematics-forum/ Taking The Hill Website ASA Web Site Robert L. Redding Jr., ASA Legislative representative –Bob has represented the Automotive Service Association, from their Capitol Hill office, since 1993. He has received presidential appointments to several Federal Advisory Committees at the United States EPA, DOJ, Department of Labor and the U.S. Department of Transportation. Bob has represented the Automotive Service Association, from their Capitol Hill office, since 1993. He has received presidential appointments to several Federal Advisory Committees at the United Sates EPA, DOJ, Department of Labor and the U.S. Department of Transportation. Previous episodes with Bob HERE. Frank Leutz from Desert Car Care in Chandler, AZ. Frank has a weekly radio ‘call in show’ called ‘Wrench Nation’. . Frank also does a video feature called ‘Inside the Garage’ where he discusses vehicle failures and cures. Listen to Frank’s previous episodes HERE. Brin Kline is the owner of Assured Auto Works in Melbourne, FL. His career in automotive repair spans 17 years with nearly 8 years as an owner. Brin’s journey to becoming an advocate for improving the automotive repair industry at the national level began when he started to attend conferences and training. At these events, he rubbed shoulders with amazing people who, recognize the need for a national automotive repair industry step-by-step protocol for entry-level recruitment and training, continuing education events, and conferences, sharing of case studies, and helping businesses grow. Find previous episodes featuring Brin HERE. Key Talking Points Shop owners must understand that it is time that someone has to pay attention, educate and protect your clients as it relates to ownership and access to their data. Privacy, Data Ownership and Cyber-security. Policy makers don’t understand how data affects repairs We must ensure that our policymakers don’t overreact or reach too far. We need to be careful because once the bill gets signed it will take the next five years for them to revisit it. We will be stuck with that policy Data Access, Think Telematics? One of the pieces not covered in the 12-year right repair service information battle As a shop owner, we hear it but we don’t know what it’s all about The legislation issues concerning Privacy, Data Ownership and Cyber-security. Cyber-security protections are growing in California A major concern as an industry is overreach and we are collateral damage In an effort to protect consumers, the policymakers go too far. Regarding privacy, there must be some separations 3rd party providers OEM Websites We don’t want anything to interfere with our current business model. The industry must get behind efforts being mounted in Washington Developing coalition, Writing campaign, and Visits to Washington Part of this is also education when the policymakers go home, they must hear from shop owners and understand that access is critical for the consumer and to maintain safe and reliable transportation The previous Administration ordered a guideline for cyber-security which allowed for 50 state laws potentially dealing with our issues which is not workable We need the Federal Government to lay out guidelines for cyber and privacy Owners with multiple shops will have problems if their shops are located at different states. California Bill It is about dealing with consumer privacy. A bill passed last summer is going to impact businesses This could happen to different states Michigan tapped into this Privacy is important Consumers deserve privacy Within the framework of a vehicle, rolling smart technology privacy becomes a huge issue We need to have a reasonable and effective way to handle the motoring fleet Some consumers do not want delicate data on their vehicles shared Insurance companies now have access to some data through 3rd party providers As an aftermarket, we need to be involved, at a reasonable cost, in order to fix these vehicles as we have without compromising our business model. $450 – $800 Billion Dollar Industry regarding 3rd party data monitoring cloud-based Cyber-security On the root level, protecting your WiFi Having a process as it comes as a security policy OEMs have to provide shop owners a path Everyone is trying to figure out their place as we move forward including new car dealers Privacy piece will drive everything and data access will have to be addressed at some point Resources: Thanks to Bob, Frank, and Brin for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Chris Cotton discusses good cash management. Chris has been in the customer service industry for over 40 years and has been in the auto repair industry for over 25 years. He is a former shop owner that has dedicated his life to helping YOU to get your business where you want it to be and helping you FOCUS on the things that matter to you. Key Talking Points: Parkinson’s Law- toothpaste If you have a project due in 6 months it will take 6 months to do The less you have the more you’ll stretch it out- toothpaste Where does my money go?Need to look at the balance sheet and profit/loss Good businessPaying all bills and feel good about it Vendors, sales tax, money set aside for yourself, money left over in expense account, not a general account A rising tide lifts all boatsShop owners need to communicate with each other Business coach/mentor to share struggles- if you keep thinking you’re not ready for a business coach then you’ll never be ready Auto Fix SOS website Watch Steve Harvey video HERE Resources: Thanks to Chris Cotton for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover. Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

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. Bob Heipp works for Mobile Auto Solutions, LLC as lead tech and Technician Manager in the Chicago metropolitan area and northwest Indiana. Having accepted a job that required passing an IM240 emission class, he was introduced to new alternatives for diagnostic testing. This spurred a quest for learning. Bob believes his desire to learn is what opened doors to meeting technicians around the world. Hoping to help so others could have the same opportunities, he partnered with ASA-IL and initiated the CAN Conference after one of his favorite conferences (the Linder Conference) was no longer being presented. He considers these experiences have led him to the opportunity to work for Mobile Auto Solutions. Bob is also a dedicated Vision High Tech Training and Expo attendees. Hear Bob in his own interview and the round-tables HERE. Peter Landry is an ASE L1 Master Automotive Technician from Brookfield, WI. Peter has a strong automotive background in electronics, network, and driveability diagnostics. His prowess for fixing problem vehicles and passion for staying up on emerging technologies led him from Landry’s Mobile Diagnostics, a mobile diagnostics and module programming business servicing the Milwaukee Metro area to working for Mobile Auto Solutions. Hear Peter’s interviews HERE. Key Talking Points: The Lack of ProfessionalismSome shops seem to be ill-equipped to service the jobs/brands they promote they can fix Shops need to get OE level service information to best understand how to repair the most common brands that they see in their bays How many scan tools do you need?How many ratchets do you need? Who does not know how important the right tools are requiredAftermarket vs OE PC based tools each have their advantage Just one tool may not get the job done Who, inside the shop, has the responsibility to keep the OE tools up to date? Someone at the shop needs to be responsible for updates and passwords so when the tool is needed there is no downtime If the technician owns the tool then he needs to keep pace with updates so he isn’t slowed down Will shops have car line specialists or job type specialists? Networking with shops around you to buy specialty tools. They become proficient. No sharing but send the vehicle to the shop that owns the tool (sublet). Professionalism starts with self-pride.Treat us as professionals but be part of the solution to improve your own self image Your own bathroom and work areas are a reflection of your professionalism A professional look at the service counter Professionalism can be compartmentalizedYour role Orderliness Should we have an organization like the lawyers that have their BAR to set requirements to work on vehicles We sometimes devalue our knowledge and service and give away our time Tests vs analysis or diagnosis Previous Technician Round Tables: Part 1 (206) go HERE. Part 2 (230) go HERE. Part 3 (273) go HERE. Part 4 (292) go HERE. Part 5 (338) go HERE. Part 6 (362) go HERE. Resources: Thanks to Bob Heipp, Peter Landry, and Matt Fanslow for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

My guest is Jill Trotta. She is the Vice President for Industry Advocacy and Sales at RepairPal. We talked about the 2019 RepairPal survey that pointed out which metro cities are best for car repair. This is based on factors like average repair order, road quality, average labor rate among others. The survey talked about the statistics and information about car repair. You will learn the best and the worst cities for repairs according to the survey. The survey also pointed out which cities are most affected by the technician shortage. Listen to Jill’s previous episodes HERE. Key Talking Points Best metro cities survey for car repair Average repair order Road quality Average labor rate Ratio registered cars to the number of mechanics 55% of the score is the number of repair shop workers per car and labor rate Are labor rates too low? Lowest average repair bill- Dayton, Ohio If a business wants to have the lowest labor rate it doesn’t help industry- have to charge for work and quality you’re offering 30% labor rate 30% repair invoice totals Best city- Jacksonville, FL 5 cities in the Carolina’s in the survey- average repair order low Worst cities- 6 California cities in the top 10 Bad roads, high labor rate Technician shortage- northern areas more affected Link to the RepairPal 2019 Survey HERE Talk soon, Resources: Thanks to Jill Trotta 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. Link to RepairPal website HERE. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123. Click to go to the Podcast on Remarkable Results Radio

Vehicular data is important for various reasons ranging from collisions to communications and safety. With the advancement in technologies and improved automated driving functions, data and vehicle information is vital to the future of the aftermarket. My guest is Joe Register who is the Vice-President Emerging Technologies at Auto Care. This is his second interview. His first episode was episode 381 which talks about SVI (Secure Vehicle Interface). In this episode, we discuss the technologies and features that keep consumers safe. With a focus on calibration and self-calibration, we speak to the vehicle data privacy and the investment in ADAS calibration training and equipment among others. Joe Register has over 40 years of experience delivering progressive system solutions to companies in every channel of the Automotive Aftermarket. This work includes the design and implementation of enterprise systems for two startup ventures. Joe participates as an ANSI expert assigned to ISO TC22 Road Vehicles, ISO TC204 Intelligent Transport Systems and SAE vehicle security committees. His current focus is the industry’s adoption of secure and standardized access to in-vehicle systems to ensure today’s increasingly complex vehicles can be properly maintained and repaired. One of his specialties are Strategic planning, program management, systems architecture/modeling disciplines applicable to business processes, data and application integration, web service design & development. Listen to Joe’s other episodes HERE. Key Talking Points Vehicle data privacy Most customers don’t know their giving away data Vehicle manufacturers Vehicle information ADAS equipment Communication and intelligence Advanced technology and automated driving functions Help keep consumers safe Have to be properly maintained and calibrated- new opportunities for business High investment in equipment Will Self-calibration of devices be part of the future? Joe’s episode on SVI (Secure Vehicle Interface) HERE. Link to GM Lift Kit discussion HERE. Return to Service – An ADAS Case Study HERE Precedent setting case on the importance of OE specs. The John Eagle Collision case HERE Resources: Thanks to Joe Register for his contribution to the aftermarket’s premier podcast. Joe Register’s Episode 381 HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, 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 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Episode RR 441 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. 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. Karim Morsli owner of Winkler Automomotive in Gaithersburg, MD, is an engineer by trade who has worked in the oil fields and information technology industry. Karim is passionate about the new direction the automotive industry is taking, and in particular, the critical role independent service centers will need to evolve into to ensure all present and future car owners will have the choice of where to have their vehicle serviced besides the dealership. He is an innovator who works on multiple levels within the industry (education and legislative) to ensure his service center and others like his are ready for the challenges ahead. Always one to practice an open door approach, he is always willing to teach and share his knowledge and is also an avid learner. Listen to Karim’s previous episodes HERE. Bill Nalu is President of Interstate Auto Care in Madison Heights, Michigan and has been in business for 30 years. He collaborates with industry professionals, in building today’s “high-tech/old-fashioned” customer service system. Bill has been a big contributor to the podcast and he currently serves on several industries and educational advisory councils including AutoValue/Bumper to Bumper, Dorman Industries, and Cardone. Listen to Bill’s previous episodes HERE. Key Talking Points: Greg Buckley Greg is now working closely with AAA Data is being used and protected Wants to be able to manage the data that AAA wants and has. AAA opened the door to communication which resulted to him changing his mind on his relation with them. Did not burn a bridge and set the record straight AAA- bridge to motorist, mechanic and government Have ears of moms, legislators, support family initiatives They could be an advocate with government He says that AAA owns the Moms. They will let Greg market to their ‘moms’ What are third parties doing with our data? He has experienced an uptick in third-party business in the last month Third party programs can account for some of your organic growth. He wants to be aware of them, understand their program and decide if that partnership is healthy for him as an independent. Cars will be a utility. However, not much love of the vehicle but there for basic transportation We are in the safe transportation business and we are just here to just repair a vehicle. As a result, there is a need to participate and be involved in our future through associations and legislation Chris Cloutier How does AI (Artificial Intelligence) impact our world? Gets smarter each day He believes Identifix will help you with AI What if an AI tool helps your production in the face of our technician shortage Lyft will open their own shops to repair their contract drivers vehicles. Will this be a for-profit model? Impact to the aftermarket? Karim Morsli Vehicle resident data- will you have the right to tap into data, if have right to access can it be processed to protect and service customer The real value of data is how do we process it and what we derive from it Will AI be integrated with DVI? AI is data mining and looking for patterns Bill Nalu AAA- His past experience, he says has hidden costs. Being in the repair business is difficult. As a result, the industry must gel together more. The industry enters a new age. However, the industry is more together than ever before. How do we capture the heart of the consumer who is willing to pay more for a very strong relationship? Wants the supplier not to deliver parts to a non-licensed shop that does not hire licensed technicians in Michigan Resources: Thanks to Greg Buckley, Chris Cloutier, Karim Morsli, and Bill Nalu for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Link to Bill Hanvey’s Episode HERE. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. Gold Certification recognizes top tier NAPA AutoCares with a high level of participation in the AutoCare program. Therefore, 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. However, Gold Certified AutoCare Centers are the standard bearers for the AutoCare brand nationwide. To clarify, the Gold Certified NAPA AutoCare program, powered by your local shop brand, will separate you from the rest helping you boost your bay counts and your average repair orders. Learn more about NAPA AutoCare, Gold Certification, and the hundreds of other benefits the NAPA family has to offer by talking with your servicing NAPA store or visiting www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Episode RR 440 Amending Legislation for Telematic Data Ownership My guest is Bill Hanvey, President and CEO of the Auto Care Association. Bill is engaging the automotive aftermarket to get involved in letting your legislators know the issue about data. Your help is needed to help in amending the right to repair legislation. Learn everything you can about this fight to amend the right to repair legislation. Ownership of Vehicle Telematic Data Must Flow to the Vehicle Owner. Do you know that a car collects data as you drive? By 2022, 87% of new vehicles will be transmitting telematic data wirelessly. But who owns the data? The car manufacturer does. Without access to data, the independent service professional will not be able to get specific diagnostic data from the vehicle. Bill Hanvey is the President and CEO of the Auto Care Association. Bll leads the strategic direction of The Auto Care Association’s 3,000 members and 150,000 companies representing automotive manufacturers, distributors, and service providers. Key Talking Points: Vehicle data ownership Most people don’t know their car is transmitting data- have no control of data People who are made aware want to have control of data and be activist Telematic data- transmitted wirelessly, by the year 2022 87% of new vehicles will be transmitting wirelessly Right to Repair- passed in 2013, make nationwide program. Same access as the dealership. Telematic data left out. Have legislation to amend the Right to Repair Act to include telematics data. Pursuing ballot question for voters to vote if legislation doesn’t go through. Hoping by Fall of 2020 legislation or ballot will be passed 66 sponsors of the bill, need 100 to be sure it will be passed Get involved Let your legislators know the issue of data Create a relationship with your congressperson- have them visit your business to hear your story Autocare.org – government affairs section, telematics petition Yourcaryourdata.org – download information to educate employees and customers Educational campaign- activate industry Tariffs-tax on the American consumer Will affect consumer Consolidation of industry Suppliers and distribution- service provider next Opportunity for buyer and seller of businesses Website – Your Car Your Data .Org HERE NY Times Op-Ed Article – Your Car Knows When You Gain Weight by Bill Hanvey HERE Autocare.org/Telematics HERE Resources: Thanks to Bill Hanvey for his contribution to the aftermarket’s premier podcast. Link to Autocare Website HERE. Link to Your Car Your Data Website HERE. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Episode RR 439 Charlie Ayers is the President of Coordinating Committee For Automotive Repair (CCAR). CCAR does safety training. Established in 1994, the Coordinating Committee for Automotive Repair is a not-for-profit organization that works – internationally in scope – with the automotive industry, the insurance industry, OEM’s, career and technical schools, collision and automotive repair shops, governments, municipalities and other organizations to provide best practice information and training as they relate to Environmental, Safety, and Hazardous Material handling issues. Before joining CCAR as President, Charlie first became involved with the organization as a customer. As Midas International’s Manager of Governmental Affairs, he recognized the benefits of using online training for all of the organization’s company store staff. Charlie was also a member of CCAR’s Board of Directors, first as Secretary, then as Vice Chair and finally as Chairman. He began his career in the early ‘80s as a technician for Gould Battery and has been certified by the National Institute for Automotive Service Excellence (ASE) since the early ‘90s. In his 30-year career, he has led teams in a variety of areas, including customer service, fraud investigations and franchisee business support. He is the Chairman Emeritus of the Motorist Assurance Program (MAP), a former arbitrator with the Chicago Better Business Bureau, and has recently provided his expertise as an ASE test question writer. Charlie has a B.S. and an M.B.A. from Northern Illinois University. He and his wife, Diane, are the proud parents of four grown children. Key Talking Points: CCAR- Coordinating Committee for Automotive Repair (ccar-greenlink.org) A non-profit organization focused on providing best practice information for the automotive industry (safety and hazmat) Charlie used CCAR training while working at MIDAS- incidents/injuries went down, insurance rates went down. The program paid for itself Online training Hazmat U- OEM new car dealer staff, learn about handling hazmat products, training satisfies DOT training guidelines, good for 3 years Take care of employees and they will take care of customers Shortage on the shop floor- can’t afford risks OSHA Alliance- only automotive based training organization with OSHA Alliance designation. Provide complimentary courses OSHA has identified CCAR does safety training OSHA in shop- incident or employee complaint OSHA reviews training records and facility OSHA training requirements- before work on the floor and annually after Skills USA Charlie is involved with state and national level competitions Safety is a priority at competitions Safety station at each competition- In June 2019 new competition, CCAR creating safety station at national level Created 5 courses as a bundle at no cost for all Skills USA competitors to learn before going to the competition Resources: Thanks to Charlie Ayers for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. NAPA Autotech Training helps your technicians keep their skills sharp and their NAPA Know How up to date. It’s the highest quality technical training that covers almost every vehicle system and every make and model. NAPA Autotech is presented by experienced instructors who are ASE master certified technicians. Even after a class is over, techs can access course information online with ClassPass. So when questions come up later they can get the answers. AutoCare Center owners who have taken advantage of Autotech Training say that well-trained technicians are helping to increase their shop’s repair capability and raise bay productivity. That results in fewer comebacks, more satisfied shop customers, and reduced technician turnover. Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

Doug Callaghan, CEO of Vic’s Service Centre in Wainright, Alberta Canada is the winner of the 2016 Auto Care Original 3 Bay Association ACE (Automotive Career and Education) award. Doug shares his story of transformation, recognized by Auto Care, that earned him this recognition. Doug made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the leadership to make those ideas and plans become reality, I was not going to let that happen. I wanted to see an increase in our net profit and a better life for myself and my team”. He continues that commitment today. Doug has experience working with disaster plans with the Credit Union Board that he chairs. Find other episodes that feature Doug HERE. Original shop surrounded by the new building Doug made a significant investment of $1,000,000 in his business with a new building. He shares his story. Key Talking Points: 20-year mortgage- make dream work within the budget, developed building from budget Builders involved with the budget- saved on architecture costs by having specs already done Used money saved for better insulation- original shop 3000 square feet, now 10,000 square feet and heating bill only increased $100/month Built around the existing building Customer retention during the build and demolition- used social media, advertisements, construction updates to let customers know they were still open for business A great relationship with the bank- has worked with the same person for many years, The banker wanted to see the business succeed with building a new facility New features- air conditioning, wired and Lobby in the new shop wireless in each bay, customer wireless, air exchange system in bays, bay doors are clear for natural light $50,000 incidental expenses (signage, service counter, waiting area etc)- an opportunity for suppliers to partner with the business. Agreement with NAPA Employees had a lot of input with a new facility- which bays they wanted, how it’s set up, manage the location of equipment Training room- an important part of the construction Grand reopening- great feedback from customers, more new customers New import vehicles to service- correlation with a new clean building Best advice- find people that believe in you and share your vision, don’t be afraid of making a move Resources: Thanks to Doug Callaghan for his contribution to the aftermarket’s premier podcast. Street view Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

Kyle Holt is the President of S/P2 (sp2.org). S/P2 serves businesses and career tech schools in the automotive service, collision repair, heavy-duty/diesel, welding, construction, cosmetology, and culinary industries. S/P2 is used by over 175,000 students and employees every year across North America. S/P2 provides industry-specific, online training in safety, environmental, ethics, human resources, and soft skills. S/P2 also works to help entry-level technicians enter and stay in the industry with S/P2 Careers – the largest resume database of entry-level technicians – and S/P2 Workplace Mentoring – a systematized mentoring system to train and track the progress of entry-level techs. An entrepreneur with a strong background in e-learning and web-based systems, Kyle is passionate about providing businesses and career technical schools the ability to utilize technology to improve the lives of students and employees everywhere. Listen to Kyle’s previous episodes HERE. Jay Goninen is president of Find A Wrench, which is a recruiting service used by shops around the country to assist them in finding Technicians. Jay’s company purchased a popular niche job board called FindAMechanic.com. Jay has a passion for promoting the industry and the many talented people we work with, and to be a voice for ‘those who don’t like to promote themselves. Listen to Jay’s previous episodes HERE. Key Talking Points: Recruitment Daily recruitment If you’re only recruiting when you need a technician you are too late- lead to bad hires and unrealistic expectations Investment not expense Growing your own technician- finding entry-level technicians, mentor them, have a career plan Poaching technicians from other companies is not adding new technician into industry S/P2 Careers Online- 45,000 entry-level technician database, pilot mentor program free access A diverse plan tailored to your own shop- defining and having a plan Involved with local schools and colleges Financial plan for entry-level- career path Be patient- takes 10,000 hours of experience to reach mastery level, entry-level technicians need to be mentored Biggest competition are companies that are the best at recruiting Offer better pay and incentives. Retention New hires and existing employees Pay and business culture key components- if tech is leaving for $1/hour more then it’s not just about the money A warning sign that there may be a problem in the company Resources: Thanks to Kyle Holt and Jay Goninen for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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

Brad Beeston is an Account Executive of Podium. Brad grew up in Edmond, Oklahoma and now lives in Utah. He is a millennial, is married with a little girl on the way and has worked at Podium since August of 2017, working specifically in Auto repair and Tire indistries the entire time. Podium is ranked 13th in INC’s largest growing companies Building your reputation online Millennials do more research online for products, services and businesses Accustomed to immediate reviews shown online Word of mouth is now online reviews- digital storefront for consumers Great customer service= positive customer satisfaction 90% of consumers use Google as a search engine Using the phone and googling “best” term- any business with lower than 4-star ranking will get eliminated from that specific search Never be afraid to ask customers for honest reviews- want to improve Texting link to google review to customer- easy call to action way to capture on the go customers Algorithm- reviews, frequency of reviews, star ranking, amount of reviews, responses, higher activity on a business page the higher you will rank on google Resources: Thanks to Brad Beeston for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio

The Panel: Ashlynn Poole from St. Philips College, San Antonio Cheyanne Keith from Southern Careers Institute Michael Wheeler from TSTC, Waco, TX Key Talking Points: Takeaways- draining rear differential, working on automotivecar vs diesel, learning to get feel for the repair with your hands and not solely rely on your eyes Motivation to enter automotive industry schooling- enjoy working with hands and taking things apart, being involved with lab work, passion for learning and apply what you learn Career options- not just technician, can sell parts, design parts, trainer Owning their shop one day is a goal. This goal has an entrepreneurial drive Michael wants to be the leader of the pack Reliable safety transportation business- a new spin on automotive perspective 50% of first-year students leaving the program These students say ‘bring it on’ new technology does not scare them Paid dealership training for Cheyanne OE dealerships/brands continue to create internship programs for college automotive students Automotive Students have a special series just form them. Listen HERE. Previous CarFest Episodes HERE. Resources: Thanks to Ashlynn Poole, Michael Wheeler and Cheyanne Keith for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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 has 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. Click to go to the Podcast on Remarkable Results Radio

Recorded at the AVI Spring Training Event in Fort Myers, FL Marty Depowski is an Automotive Instructor at Wayne County Community College, Michigan David Myers is an Automotive Instructor at Southwestern Community College, North Carolina Dwayne McCarty is a Technician at Martins Garage, Ft. Myers Key Talking Points: Daytime vs night training Daytime- more alert, retain information and training better Commitment- technician has to have the drive to continue training and education More you learn more money you make ASE certification Higher pay for more ASE certifications Local shops starting to pay technicians to take ASE testing and time to take a test Some shops don’t pay because worry about the loyalty of technician once they are educated- will they get poached from other shops, no excuse to not train Instructors for automotive schools Receive training at events, seminars, online training College, sponsors, and vendors pay for instructor training Student education Keep students engaged, balance lectures with hands-on experience Visual learners Resources: Thanks to Dwayne McCarty, David Myers, and Marty Depowski for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking Subscribe to a mobile listening app HERE. 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. 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 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. More than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals from 135 countries are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com Click to go to the Podcast on Remarkable Results Radio