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Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late ’60s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE. Key Talking Points: Runs business remotely winter from Florida Need to have the right employees in place- a culture of the company Systems to follow to keep everyone on the same page Would be extremely difficult to accomplish if you are a micromanager- be focused on the results than methodology Self-discipline- create to-do list, regular schedule to stay on task Dedicate a room to be remote office- able to set boundaries Try one day a week to start Employees tend to be more relaxed- the boss is out of office but still able to communicate digitally Cameras in a shop- used to get feel for what is going on in shop and security, peace of mind and stay in touch Slack- app to communicate with business remotely Computer hardware- SSD (solid state drive) for faster speed with high-speed internet, no laptop, use a desktop computer to keep the feel of being at the shop, duplicate Can’t sit in a chair all day- need to take breaks to walk and move around since you are not commuting to work A Blue Print: REMOTE OFFICE CHECKLIST Much of this will apply to any office Staff Excellent manager – help to become one Thorough systems, policies, procedures Inform everyone Interact frequently with employees the same as at the shop Use both video chat and messaging Office space Duplicate office same as shop Able to close office to rest of house Room with window and as much sun as possible Minimal stuff in the office area Layout Great lighting Décor Practical desk with enough room Anything needed to improve comfort Anything needed to match all capabilities other than physical presence (Beach house in the Caribbean is a plus!) Equipment – high quality Newer desktop computers with SSD (no laptop) CC: Why No Laptop??? Multiple monitors 2 + 1 Camera monitor – to the side to prevent distraction: Always ON? Super-fast internet Hardwire everything – PC, keyboard, mouse UPS, surge protection External hard drive for back up Audio – better than built in your PC Headset for when noise is excessive, noise canceling Mic – better than built in your PC Phone Chair Chair mat if carpeted Scanner Shredder Shop High res cameras – as many as needed to see anywhere you want to see Slack or similar Easy to use SMS: CC: On-line connectivity or cloud? Working Welcome access for anyone remotely and physically Normal daily routine Create a schedule to follow – day, week, month Paperless – prevents distracting clutter and paper handling Word, sticky notes, spreadsheets Regular visits – one day a week, one week a month Be available – but need not be tied to the remote office physically Activities – walking, biking, swimming, etc. daily Go out frequently – dinner, etc. Good checklist – especially for portable remote office https://www.goatsontheroad.com/best-remote-office-items/ Resources: Thanks to Tom Ham 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

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. Key Talking Points: Passion for cars Always had a passion for cars since got a license to drive- wanted to learn how everything worked 2008 wrenched on the side out of house garage 2009-2010 professional race car driver career-learned about marketing during a racing career Started shop in 2011 Scouted and wanted a new location in 2015- had 30 days to put in a bid $900,000 facility from the ground up. Purchased existing location- was a transmission repair shop, built in late 50’s early 60’s Learned buying power isn’t about current credit history/buying power, it’s about what you could make in the future with a business plan and you must surround yourself with the right lawyers, bankers and financial advisors 3 customers invested Wrote a heartfelt letter to the seller Got property but environmental inspection showed contaminated soil and tanks that needed removal- started at 150k to start removal of issues AJ paid for environmental studies Took Guerilla Shop Management (GSM) course with ROL training- a life-changing event for running the business Hired business coach after GSM course 123k in sales in 2014- jumped to 1.441M in 2018 Reaching goals A goal setter. Short, Mid Range and Long Term and his BHAG (Big Hairy Audacious Goal) Positive attitude and surround yourself with people you aspire to be- they will hold you accountable Execution- get things done Best book to read The E-Myth- Michael Gerber Traction- Gino Wickman The Ideal Team Player- Patrick Lencioni Reaching goals Positive attitude and surround yourself with people you aspire to be- they will hold you accountable Execution- get things done Best book to read The E-Myth- Michael Gerber Traction – Gino Wickman The Ideal Team Player- Patrick Lencioni Resources: Thanks to AJ Nealey 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. The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business, and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services, and equipment you’ll soon be using every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, 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 MotorAge 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. Key Talking Points: Post-secondary education. Who is coming in and how are we preparing them. Students don’t have as much mechanical experience as previous generations (focused on technology), but could be used as a benefit (input-output systems) Graduates have basic knowledge and just need hands-on experience- “Green tech” Find a shop that has “grow your own tech” mentality to mentor and give the experience needed Continue training with quality trainers and events Graduates Two of five graduates will continue for a bachelor’s degree Others get placed at local shops- independents and at dealerships How long does it take to become a master technician A tech B tech C tech Students graduating 2-year programs are entry-level technicians- cannot be considered A tech Developing specialties can give tech broader range- be an A tech in certain area and B or C tech in other areas A mobile diagnostician is a career path and investment Becoming a mobile diagnostics technician takes plenty of time to cut your teeth to become a master technician. It is a huge investment in experience, education, equipment, software, and subscriptions. Exposing the youth to hands-on experiences As a parent, be involved and keep track of over technology usage Extracurricular activities in school- sports, music, clubs Feed what they are interested in and want to learn If you want to become an aftermarket trainer be yourself. Don’t copy any other trainer. When you are a student aspiring to be a trainer. Keep a separate notebook on what you learn. Don’t plagiarize and write down what you learned on how knowledge transfer happens. 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. 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

Dennis Montalbano was born in San Francisco and raised in San Jose. He started his career in the service station business and operated the largest Gulf station on the west coast in volume. Dennis then became the youngest Snap-On Tools dealer at 22 years old and then the youngest Field Manager for Snap-On at 30 years old. He moved to Fresno in 1982 with Snap-On and purchased German Auto Repair in 1989. Dennis shares his recent major health challenge and how he and his business survived. His message is clear, you need to have a plan. We are not immortal. A classic car collector who owns his first purchased car, a 1956 Corvette that he has owned for over 45 years. He is also a trained California certified Lemon Law arbitrator for over 16 years. Dennis currently serves on the Executive Board of Directors for the Fresno Regional Workforce Investment Board. As ASCCA (Automotive Service Councils of California) President in 2011 and again in 2016, his passion for the industry is what drives him to serve. Listen to Dennis’ previous episodes HERE. Key Talking Points Aging of industry Dennis had a health scare that changed perspective for living each day- time goes by too fast The doctor that performed surgery was a customer at the shop Need to have a succession plan no matter what age shop owner is- surround yourself with the right people and cannot control the entire business yourself Who has passwords? Who can get into the bank account? Who will pay the bills? Who will lead? The stress of business owner Health issues due to stress common with both men and women in stressful positions Stress signs- waking up at 4 AM not because of alarm but because overthinking about something Delegate responsibilities-Can’t have the mindset that you are the only one that can do job or task correctly Can your business continue to run without you for 30 days? Plan for the unexpected and don’t back yourself into a corner you cannot get out of Starting in the automotive industry and staying in it- As cars are evolving the technology and equipment side of business rapidly changing What are your health requirements for business? Denial- it won’t happen to me Resources: Thanks to Dennis Montalbano 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. The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business, and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services, and equipment you’ll soon be using every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Click to go to the Podcast on Remarkable Results Radio

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. Karim 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. Key Talking Points Dealerships are the biggest competitor with independent shops Repair in 2015-2018 went from 27% market share to 30% Independent went from 33% to 30%, now tied with dealerships Maintenance increased market share with expanse of quick lube market Independent held steady 23% market share 6/10 car owners with a current warranty will go back to the dealer 3/10 car owners with expired warranty don’t go back- service too expensive, less convenient Dealerships gaining ground with recalls Data and technology increase within vehicles causes certain customers to want to go back to dealerships for repairs How do you change the customer’s mentality? Advertising for independents Start with educating customers: Show around the shop and tell them what you have to offer and capable of Grow with technology and show customers: Tablets for techs, digital inspections texted to phones An advertising idea: ‘We Get High on High Tech’ You connect your phone to your car. We connect to your car’s computer. We need to show customers how their high tech vehicle functions. Who can help the industry build a consistent message for the entire industry? Resources: Thanks to Greg Buckley, Chris Cloutier, and Karim Morsli 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

Book Review of “Never Split the Difference – – Negotiating As If Your Life Depended On It” by Chris Voss and Tahl Raz Find it on the Books page 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: “Never split the difference” Chris Voss and Tahl Raz Saying “no” is the illusion of control, saying “yes” means you need to take action When you call someone and ask if it is a bad time, the initial reactive response is “no” when really you are taking action to speak further Active listening Behavior change stairway model Active listening- minimal encouragers, effective pauses, mirror questions, labeling (seems like, sounds like), paraphrasing, summarizing Empathy- calibrated tactical questions, understanding customer Build rapport Influence others to do what’s good for them and good for you Behavior change Body language- 55% of what someone conveys When selling over the phone, stand up and use gestures you would normally use. Project emotion The mouth does what the body tells it to do Self-control and emotional regulation- use happy, excited voice What type of personality are you? Analyst- methodical and diligent, speaks cold and distant, skeptical by nature Accommodator- build relationship, people pleaser Assertive – wants to be heard, tell rather than ask, once they are convinced you understand then they will listen Know why you are reading the book- what is the objective/goal? Read multiple times Underline what is important Read what you underline and write ideas on bottom Put own ideas on top, be a student Powerpoint presentation on notes Change Change something small only you would know Doesn’t have to be a huge problem Change how you feel, change your body stance Resources: Thanks to Barry Barrett 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 The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business, and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services, and equipment you’ll soon be using every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Rodney Pierini is the President & CEO of CAWA – Representing the Automotive Parts Industry in California, Nevada and Arizona. He has held that position since 1996. Mr. Pierini has served on many auto care industry committees and groups including service as the Chair of the Alliance of State Automotive Aftermarket Associations, the Auto Care Association Board of Directors and Chair of the Auto Care Association Government Affairs Committee, to name a few. He is also a recipient of Northwood University’s Automotive Aftermarket Management Education Award. Prior to his service to CAWA, Mr. Pierini served as Executive Directors of the Criminal Justice Council of San Mateo County, the California Peace Officers Association and the California Police Chiefs Association. His extensive career in association management included serving as Chair of the California Society of Association Executives and as a member of the Western Regional Advisory Committee for the American Society of Association Executives. Mr. Pierini graduated from California State University – Sacramento with a Master of Arts degree in criminal justice. He was trained as a facilitator by the University Associates of San Diego and holds a California community college lifetime teaching credential. He enjoys family, cooking, golf, and travel. He is married and has two children and two grandchildren. Key Talking Points: CAWA- California Automotive Wholesalers Association www.Cawa.org 800-332-2292 ext 1201 admin@cawa.org Preserving high school programs Received $25,000 grant from University of Aftermarket Foundation to begin the process Creating a draft application form for grant Supply high school programs with products, tools, and resources to the classroom Provide instructors with access to industry training Goal to have everything in place by June 2019 for the fall semester Need industry support and involvement for programs- advisory group members, speakers for classroom Raising funds to continue the program for future- Annual dinner fundraiser before AAPEX Sema Future for industry Consolidation of all levels- distribution/manufacturing Evolving with technology/e-commerce companies Unifying scholarships/receiving grants for secondary level under the same umbrella Resources: Thanks to Rodney Pierni 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

Lucas Underwood is an Automotive diagnostic specialist, shop owner, and foreman. He owns L & N Performance Auto Repair, Blowing Rock, NC was Founded In 2008 As A Diesel Performance Shop – Over The Past 10 Years, The Facility Has Transformed Into A Full-Service Automotive Repair Facility. Offering Repairs On All Makes & Models, Gas And Diesel. Lucas was honored by ASTE as the member of the year 2018. Look for Lucas’ other episodes HERE. Key Talking Points: Participating in schools- need input from aftermarket Speaker in classrooms Shadowing in business Opportunity to see new vehicles and attend local training events Education needs input from the independents Stop talking. Start doing. Don’t wait on someone else. Help instructors get aftermarket training. Invite them to regional training events. Encourage aftermarket training companies to invite instructors and students to attend. Training for technician Lucas provides options for a career path Keep a record of training booklets and who took the training- revisit often The shift between owner and tech. Find solutions together instead of blaming each other. Open communication Maylan Newton said: “I’ll pay for a class on Microsoft Word because it will help them be a better computer person.” He is taking one of his team to Vision KC 2019 Lucas was involved in picking classes together. Communication with your techs builds bonds and bridges to keep these two critical factions working together. Staying current with customers New shop management/DVI software- texting customers Getting new customers- Facebook advertising, perfect google reviews The influx of college students during the school year. Reach out to parents and build relationships, loaner cars, payment options Being a business owner Worry about everything when need to stand back, mistakes build character and propel the business forward Get a business coach and attend management training Success secrets Be humble Take ownership as the leader Honored by ASTE as the member of the year 2018 Resources: Thanks to Lucas Underwood 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 The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business, and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services, and equipment you’ll soon be using every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Sara Fraser is a millennial who has a love for life, travel, and connecting with other humans! She has over 15 years of retail management experience, the last 6 of them as an office manager for a used car sales and service center. To bring her customer service, marketing, and business knowledge to the automotive industry she has recently joined the team at Haas Performance Consulting. Sara loves helping others grow and succeed and is excited to share her expertise on management and social media, her views on how and why the younger generations think and act, and how to work and manage a business within a multi-generational workforce. When she isn’t working Sara spends her time traveling, attending theatrical productions, music festivals, concerts, advocating for human and animal rights, celebrating life in general and connecting with other people from all over the world. Key Talking Points: Generation “Z” Born in 1990-2012 Grew up with technology, internet, and social media 25% of the population “Baby Baby Boomer”- share more in common with baby boomers than millennials-Millennials didn’t grow up with technology Do it yourself mindset- independent Prefer face to face interaction Research before purchases- research company values and reviews Role hopper within the same company instead of job hopper- also want to start own company Have seen millennials have student debt and not get jobs they went to school for- Gen Z more eager to jump into the field they are interested in right away (technical school, online school) Want to make big changes and optimistic with flexible hours- work-life blend, working remotely Connected to each other globally with the internet and social media- 26% of Gen Z are already volunteering and getting involved, companies that donate to charities or organizations will appeal more to Gen Z employees Market to Gen Z- social media (Facebook and Instagram), 80% of Gen Z check phone before getting out of bed, it’s part of their life Look for truth and transparency in a company- what do customers say about business, real photos from business, being authentic Multitaskers- Smartphone in the workplace as a tool Resources: Thanks to Sara Fraser 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. 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

Jacquie Walter Hower is the Director of Operations and 3rd generation at her family’s business, Zimmerman’s Automotive, in Mechanicsburg, PA. During high school and into college, Jacquie worked part-time for the company working in the Quick Lube department as a technician changing oil and maintaining customer vehicles. After her sophomore year of college, she was given the chance to become a manager for a new Quick Lube location for the company. Since then Jacquie’s love for the industry grew into a passion. As director of operations, she handles a number of different jobs such as customer service, service auditing, daily accounting, training, and community involvement/events. In the summer of 2016, Jacquie began the Aftermarket Management program at Northwood University where she hopes to complete her bachelor’s degree in two years. Jacquie is involved with the Car Care Women’s Board and sits on the board of directors at the Mechanicsburg Chamber of Commerce. She resides in Mechanicsburg, PA with her husband, Dan, and their two young boys, Brantley (4) and Mason (2). Hear Jacquie’s Previous Episode HERE. Carly Paiva is 22 years old and she has always been around the automotive business since she was 2 years old. Her parents opened Elite Auto Repair April of ’98. Due to them both trying to start a new business, she was always at the shop. She started working in the business as soon as she could. Her mom would bring home office work such as filing, making new folders for new customers, mailers and a lot of other stuff. Once she could drive, she would go after school. She went to college full time and worked around her school schedule. She attended a community college in RI where she received an associates degree in business. The longer she worked there, the more responsibilities she had. She did office work, bookkeeping, and was even a driver for awhile picking up customers, washing cars, picking up parts etc. It wasn’t just up until this year where she started writing service. Three years ago their shop joined Cecil’s Smart Group and Carly have attended many of his classes. She is currently attending one. Lauren Anderson is an Executive Assistant to her dad. In her position, she gets the opportunity to learn all aspects of the business, through her dad’s experience and perspective. She also takes care of anything that her dad asks her to. She is responsible for the management of the company’s security including keys, alarm codes, login information, online presence and completing monthly reports. Her dad gave her the Freedom to speak up on any subject at any time either to make suggestions or to ask questions. Freedom to manage her own calendar, schedule, tasks, and responsibilities. She is finding solutions to setting their staff for success. Key Talking Points: Know your role Know your communication style (example DISC) Mutual Respect Multiple family members need to understand the parents plan for succession that there will be one leader (president). These tough conversations must be had. Room to fail Get training on leadership and the different roles/jobs inside the company A mountain to learn, gain trust and build relationships A mentor for both the successor and successee will help. Jacquie’s mentor has been one of her best assets. Jacquie’s mentor came through the Women In Auto Care. WIAC Website HERE. Connect and keep relationships with the instructor’ whose class you’ve attended. You will need to learn about your team’s ability to change Seize opportunities to take on projects or responsibilities Create a personal timeline for your training and immersion into your leadership role Don’t make a change for the cause of change. You need a strong solution. Some of the ladies initiatives and accomplishments: 5 day work week. Digitized a lot of paperwork. Direct payroll deposits. Involved with the community bigger than ever – First Responders – Jacquie saw the results of that effort faster than many other programs. Resources: Thanks to Carly Paiva, Jacquie Hower, and Lauren Anderson 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 The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services and equipment you’ll soon be using every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

The 400th episode milestone for the Remarkable Results Radio Podcast would not have been possible without the support of aftermarket professionals who have embraced the podcast as an important educational and networking tool to not only grow themselves but their businesses. The ability to listen to concepts, insights, trends and differing views stretches our ‘think’ and serves the reality that there are many ways to grow and prosper. Thanks for continuing to listen to the stories; the context of the aftermarket. Carm PS: Thanks to the sponsors of the podcast that also helped make this an enduring and significant educational tool. The milestone panel: 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. Pete Rudloff is a national automotive instructor/advisor, ASA volunteer leader, nationally published technical writer and owner of both Pete’s Garage, Inc. and Blue Collar Technologies, Inc. in Newark, DE. Pete has a passion for raising the bar for the auto trade and a reputation as a friend to the general auto repair shop with many calling themselves Pete’s customer. More than just a guy who fixes cars, Pete is out to change the auto trade and how vehicle owners view auto shops with his new FlexCheck Auto Digital Vehicle Inspection Software. Listen to Pete’s previous episodes HERE. Maryann Croce of Croce Transmissions in Norwalk, CT and business adviser at smallbizvantage.com. Maryann and her husband Tony combined her banking career and his automotive technical skills and bought a transmission business 15 years ago. They have 4 bays, 4 techs and one service adviser As so many in the aftermarket know when husband and wife’s and families, for that matter, run a great business there are a few secrets that make it all work. Maryann talks about two of the secrets to working together; knowing your role and trust. Link to Maryann’s Previous Episodes HERE. Kevin Eckler is a native New Englander who moved to New York State’s Hudson Valley with his parents back in the mid-1980s. 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. Ryan Clo is a twenty-year veteran of the Automotive Service industry. He currently owns two specialized Automotive Service businesses located in Cincinnati, OH. Both businesses have systems and processes in place so that his presence is not required on a daily basis. Ryan’s first business, Dubwerx, has a 99% customer satisfaction rate while maintaining profitability and growth. Ryan currently consults for the Institute of Automotive Business Excellence providing guidance to automotive businesses including on-site evaluations, off-site coaching, business plan development, and one-on-one coaching with owners and staff. He is known as the “Systems and Processes guy.” Ryan teaches several business management classes for the Automotive industry. Ryan has also involved in the growing startup community in Cincinnati, OH meeting with other entrepreneurs regularly to discuss best practices and the future of business. Ryan volunteers his time serving on the editorial board for an industry magazine and two community non-profits in Cincinnati, OH. Listen to Ryan’s previous episodes HERE. 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. Tom Lambert, Automotive Manager at Shadetree Automotive. Tom Lambert got his start right at home. His dad and uncles always had projects going on in the home garage. During the summer vacation, his dad would have Tom remove engines from the vehicles that were being sent to the local machine shop for rebuilding. In the past three and a half years, Tom and his dad have made strategic adjustments in the business. They are now a $2.5 million dollar a year shop with 10% annual growth and profitability. They continue to improve every day. Tom says he has the best team and a strong culture. In January 2017 Tom bought his dad completely out of the business. Tom struggled for many years because he had lost his passion for the auto industry. After receiving all the guidance and coaching over the past few years, he is rejuvenated and has more passion than ever and is currently doing everything he can to pay it forward to other local shop owners. Tom’s previous episodes HERE. Christopher Peterson owns Northwest Automotive in Kalispell, MT. Here is his story. None of Christopher Petersen’s family members have been (to his knowledge) in the auto industry. His dad was an electrician that specialized in security systems. Christopher remembers elementary school when the other kids on the block were playing football or basketball, right in front of his house. But not him. He was in the garage, reading his father’s college AC/DC theory book, and doing the tests at the end of each chapter. He always thought that he would go into design because he loved building things. He even took 4 years of computer-aided drafting in high school. From there, Christopher bounced around a few types of shops. He wanted to experience many different brands. He worked in a euro shop for a while and then each of the domestic brands. Christopher was Master Honda certified (as well as ASE Master, and L1). Honda was the first real home he felt. A back injury put a serious hamper on being a line tech and he went back to the service advisor world. But this time he was an SA at a dealer. He hated it. Not only did the bean counters in the corporate structure only see employees as percentages and production numbers, they saw customers the same way. Christopher didn’t feel he could really help people the way he thought they should be helped. So it was time to find his own way….after 20 years doing it for other companies, Christopher started to do it his way. Link to Christopher’s Previous Episodes HERE. Key Talking Points: Kevin Eckler He was moved by so many ideas and concepts shared that he was motivated to joining a local high school advisory board, he hired a business coach is redoing his lobby Ryan Clo The information age gives us a lot of power. However, if you don’t implement it is just information. Take the steps necessary, but don’t re-invent the wheel ask for help. Don’t let your ego get in the way. Find the seminar, the coach the peer to help you. So many willing to help you up your game. Once you get there you’ll be asked for your help. Maryann Croce So many players of the aftermarket are represented in the podcast makes for many different ‘One Things’ to take away. It breaks down the silos in our industry by uniting the words into one whole industry perspective. Being an example of professionalism in the industry is your role. It is easy to get stuck and feel overwhelmed. Stop and listen to the stories told and get your self unstuck. Dwayne Myers Dwayne had a great take-a-way in an episode that changed him when he realized he was a developer of people. The network of listeners shares the podcasts and stories as the concepts and strategies are discussed. Bringing the ideas to your team and get their buying and possibly implementation. Big take-a-ways from Academy comments from your listener is just as powerful. Measure yourself against yourself and not other peoples. Peter Rudloff If you’ve only learned one thing you are doing it wrong. Pete learned that his way is OK. He is unconventional and yet is very successful. He also knows that his way isn’t the only way. He learned about how many other people do it. The podcast has shown Peter that the industry is OK. We are a good and honorable trade. He is proud that he is an auto mechanic. Our trade is valuable to the country. Listeners can see alternative futures by listening to others and their glimpse of their visions. Richard Falco You can see career pathways through the different interviews. Jorge Menchu’s episode 241 was a huge ‘thing’ for him on the concept of how to learn and fill in the blanks. Listen to Jorge’s episode HERE. Christopher Peterson See’s the podcast as facilitating different methods of learning. He shifted his view in not seeing other shops as competition. An episode with Steve Miller and his book ‘Uncopyable’. What separates your shop from others. Learn to ask questions. Keep the list in the whiteboard and stick them up. Tom Lambert We don’t have a shortage of hard-working people in our industry. We are so busy working hard that they do not have time to stop and try something new. You don’t know what you don’t know. Invest in learning via, the RRR podcast, classes, which business coach, etc. Tom found it cathartic to be on the show. Overall Many in the industry are willing to help. Everyone’s goal is to help all ships rise. Pay it forward. Resources: Thanks to Kevin Eckler, Pete Rudloff, Ryan Clo, Rich Falco, Tom Lambert, Maryann Croce, Dwayne Myers, and Christopher Peterson 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. Click to go to the Podcast on Remarkable Results Radio

The Panel: Racheal Barraclough, Service Manager at Amton Auto & Truck. She started at Amton July 2010 without a real job title. She had gone from cleaning and answering the phones to being able to run the shop herself. The best part about the job is that it is always changing and there is so much opportunity for her to grow within the company. Chris Johnson, Service Manager at Total Automotive. He loves bringing customers up to speed on modern vehicle systems and maintenance needs. Explaining the value of premium parts vs cheapest fix, making sure they get their money’s worth is one of the many customer services Chris always carry. Nick Herberger, Service Manager at Scruggs Automotive. Scruggs Automotive Repair has been providing quality car care in Williamsville, NY since 1981. It is a family owned business delivering honest and professional automotive repair and auto maintenance services to the people of Williamsville and surrounding areas. Nick started as a detailer/car wash at Dave Smith Ford before becoming a Flat Rate Tech at Firestone Complete Auto Care. He has experience as a truck tech before becoming the Shop Manager at Scruggs. Key Talking Points: Trust. Never let your priorities change. When the customer greatly appreciates the job you did for them. All service business has an image problem. Trust helps to remove the negative image issue at your shop. Never ‘Think Outloud’ Communication is one of the biggest responsibilities. The SA knows they are the hub of the communication wheel: Technician, Customer, Owner. A disadvantage of being a technician who is now a service adviser is you overcomplicate things to the customer. Female service advisors are becoming the norm. The female customers are very comfortable. Owners need to support their female service adviser. A big hurdle of service advisers is to get the owner to back off and support the SA as the point person. Many legacy customers want to talk to the owner. The owner needs to pass the torch with customers. Curb appeal is so important to attract the right customer. Trusting your technician is critical to a strong relationship. Tech and SA must be on the same page. All recommendations must be real. Resources: Thanks to Racheal Barraclough, Chris Johnson, and Nick Herberger 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 The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services and equipment you’ll soon be using every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Corey Evaldi grew up in Buffalo, NY (Lackawanna). His dad had his own auto repair shop before Corey was even born. In 1988, he built the shop that is still in business today. As a kid, Corey grew up in the house next door to the family garage. The older he turned, the more interested he became in the shop and cars in general. By the age of 12, he began working for his dad. The 1st week he worked there, he would come in whenever he felt like. On Friday his pay was less than half of what was agreed upon and his dad simply said: “you didn’t come in on time”. Never was he late again. He started to enjoy the electronics and troubleshooting of vehicles really young. During his junior and senior year of high school, He went to Potter Road Career and Technical Center and took the Automotive programs. His senior year had an automotive competition at ECC, local community college. He and his partner won 1st place in the competition and were awarded full-tuition scholarships to various schools. They both ended up choosing Ohio Technical College. Job hunting landed him at a gas station attendant position at BP. After 6 months or so, his manager told him he knew someone that had a garage that was looking for some help. That brought Corey to Olmsted Auto Care. From 2006 to 2014, he worked his way up from lube tech, to the service tech, to lead diagnostic tech. At that point, he was looking for his next step. He left Olmsted Auto Care to build a relationship with another shop owner who was looking to sell his business in the next few years. After 6 months or so the partnership at Olmsted Auto Care was no more and the partner left with the business was looking to retire. His feelings for Olmsted Auto Care were still pretty strong so he agreed with the owner to return as shop manager until a Buy-Sell Agreement would be done. In 2015 he returned and was overwhelmed with the responsibilities of running a shop. he was a technician, service writer, accountant, clean up person, the fireman that extinguished fires all over. Beginning of 2016, he and his wife expected their 1st child. He could not keep doing what he was doing. He produced 40% of the billed hours out of 4 techs. He looked for help. Found a coaching firm that really showed him what a business owner looks like. After implementing the changes, there was extreme pushback from the existing crew. After standing firm on most things, change over was inevitable. Most of Corey’s employees he has now had only been with him 3 years. At this point, he still needed more help with the business. Dave Justice from RSOT knew his now business partner and talked with us on joining RSOT. They agreed and was the best decision yet. He learned how to behave like a professional; helping him become a better leader every day. They implemented different marketing strategies, SOPs, learned how to measure and manage KPIs. Now Corey has a great team that is behind him and the decision he brings to the table. They are currently looking to add another bay. Eventually, Corey would like to grow to multiple locations. Chris Machado Grew up in the dairy industry 1987 could not weather. Bellyup. Started buying and selling hay. After college. Commodity sales. Diesel trucks. Been around diesel trucks. Always used an outside shop. He came to work in 2005 Other ways to maintain the fleet. He had an idea to build a business out of this. To prove he started with his dads fleet. 2012 Started developing Circle M Truck and Automotive Not a tech by trade. Selling his business. 2016 Built up to 7 techs The 5-year goal was to have 10 techs Had to learn how to run the business better Had to understand production and he reaches out to his NAPA people Measure and manage his labor. LPM. Labor Profit Management He implemented in June 2016 Within 2 weeks he had a grip. Peace of mind. He started to tweak the bus and fine-tuned. Repair shop of tomorrow has been great They are being molded into strong business people Tripled in size revenue Increased net profits. Key Talking Points Chris Machado became a master recruiter instead of master technicians He had to re-engineer what he had to do for his people. He realized his people were just not a number. Chris had to strengthen his bottom line so he could build his pay and program. His benefits package is worth $14.50 per hour. Chris is using radio besides social media to recruit. He is always recruiting. Chris hit his brick wall. H says everything was in need of ‘repair’; the full spectrum: sales, costs, profit, people, techs, QC, comebacks Corey’s transformation included working with his team to understand his goals and changes. He did have resistance. He realized that the business was running him. A big change was a hybrid change to individual compensation. It is in his blood to be in the bays, but he causes more havoc when he is there. He loves perfection and is addicted to winning. Entreleadership from Dave Ramsey is a favorite book Holds meetings with his people where their input is critical to the running of the business. Corey has taken on an apprentice. We all must dedicate some time to support education Will create a tool allowance based on continuous technician education and ASE Certificates. Chris likes to lead his life with no excuses. Use your energy to help people. He believes his generosity, kindness and his willingness to listen are his strong leadership traits. He has created a family culture with a strong vision. His family culture is work. It makes them feel good. A huge learning curve when they audited a shop on their recent trip to St. Louis. See Shop Tour Academy Episode 092- HERE They looked at all aspects of the shop visit. Allowed 8 hours on day one and then 4 hours the next day to discuss All areas of the shop were visited Resources: Thanks to Chris Machado and Corey Evaldi 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

Mike Allen has been with Telle Tire since 2017. He got his start in 1999, cleaning floors and pumping gas at 15 years old, eventually working up to replacing tires, changing oil and operating a shuttle van. Now, as a manager, he absolutely loves customer interaction and providing excellent service. At home he enjoys working around the house, riding his bike or spending time outdoors with his wife, Angie and two daughters Kaylee and Courtney. Key Talking Points: Industry veteran now GM of two locations of Telle Tire and has been involved in a recent acquisition. Telle Tire continues to grow. Growth presents issues: Finding good help Integrating new staff if acquisition vs a brownfield. There is always a transition time. Every transition is different. Customer interaction is important but he also has to help integrate vendors and team members. How Mike helps his team with change: Make feel as comfortable as possible. A new team will be uneasy. Be honest. Don’t immediately make huge changes. They try to find locations that fit their growth strategy. Some locations will not be successful, according to the company, right away. They will meet with the acquiring team 3 or 4 days previous to the deal. Some sellers do not do a good job of passing the torch. Pay and benefits are covered right up front. They want to make this the least of their concerns. 401K, Health, Dental, Trips, Good Vacation Time, great commission plans, Free Flights after 7 years. They want to have a compensation plan that makes it attractive to work there. You learn with each acquisition Sometimes there are tough decisions that have to be made especially if the location was under financial stress. Things will change. Challenges of re-branding Many acquisitions have been in business for many years and it can be a struggle to re-brand or the best thing to do. Especially if the former owner was a pivotal lead in the business. Some stores get a make-over right-away and some will wait depending on the acceptance of the customer. As a consolidator in the industry, it happens either looking for locations more than people are calling them to be considered for acquisition. Looking for locations with a good reputation and good reviews. They do a great job reaching out to customers in the market about what they are doing immediately with the acquisition. Having patience whether buying or selling is very important. What makes Telle tire unique, Sharp sales lobby Loaner cars Shuttle service A kiosk centers to look at the company website. Cold water Fresh fruit Resources: Thanks to Mike 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 The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services and equipment you’ll soon be using every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre Ltd and has over 40 years’ experience working with Independent shops developing their business to maximize business net income. Bob writes management articles for ASA’s magazine AutoInc and has developed live business management classes for ASA. He writes monthly management articles for Motor Age magazine in the USA and writes semi-monthly shop management articles for CARS Magazine. Bob’s previous episodes are HERE John Jackson is a Professor in Automotive Business School of Canada, has been involved with the automotive aftermarket since the 1980s when he took a contract with the Auto Parts Sectoral Training Council as a Curriculum Designer. After working in Western Canada (Alberta and Saskatchewan) at Lakeland Interprovincial College and at the Blue Quills Native Education Centre, he eventually joined the Canadian Automotive Institute, now the Automotive Business School of Canada (ABSC). John is an experienced faculty member at the ABSC and longtime humanist. Beginning with his studies in Television, Stage and Radio Arts Technology (Southern Alberta Institute of Technology), he has a Bachelor of Education Degree (Honours) (University of Calgary), a Bachelor of Arts in Social and Cognitive Anthropology (York University), a Specialist Qualification in the teaching of English as a Second Language and a Masters Degree in Theory and Policy Studies in Cognitive Philosophy (Ontario Institute for Studies in Education, University of Toronto). He is the National Treasurer of the Canadian Institute of Marketing and holds the Registered Professional Marketer (RPM) designation and is one of the few registered professional marketers in Canada. John has comprehensive experience in public and private radio and television broadcasting, newspaper publishing and advertising and multi-media advertising. He also has experience in international journalism. He has lived, traveled and lectured extensively in Asia, Europe, Africa, The Middle East, and the Caribbean. Professor Jackson has been recommended to receive the Queen Elizabeth II Diamond Jubilee Medal, which recognizes those Canadians who have “made a significant contribution to a particular province, territory, region or community within Canada, or an achievement abroad that brings credit to Canada. Key Talking Points : John Jackson Professor at Automotive business school of Canada- largest in Canada 500-600 students Teaches automotive aftermarket, history of automobiles, and global automotive industry Throughout Canada largest percentage of graduate employment- 93%. That is higher than any other college program in Canada. 50% of graduates are retained in industry November 20th: Aftermarket day for students: vendors/manufacturers/wholesalers come Scholarships: Gave out $91,500 and have $50,000 available Auto Show: yearly in June, attract 7-10k people, the largest student-run auto show in North America, over 300 cars on campus Co-op program: 100-150 employers willing to take a student in paid co-op position, able to get experience and learn different sectors of business Bob Greenwood Addresses students when in the area- able to connect, have discussions and answer questions Gives perspective and update on aftermarket Image of aftermarket Evolving because of technology- embracing new technology See the need for aftermarket repairs Personal electro-mechanical mobility- not all about cars and parts Transportation as a service-autonomous cars Less personal connection to vehicles Resources: Thanks to Bob Greenwood and Professor John Jackson 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

Scott ‘Gonzo’ Weaver sold his business Superior Auto Electric in Tulsa, OK, in 2017. He had the shop for sale for a while, but a medical condition accelerated his move as he had to mothball the shop while he recovered. Scott continues to write for magazines and automotive publications. He is remodeling his home and teaching student the automotive trade. Listen to Gonzo’s previous episodes HERE. Scott Pelava founded LONSDALE AUTO WORKS in 2005. As an ASE-Certified Master Auto Technician, L-1 Advanced Engine Performance Specialist and Service Consultant, he saw the need for a more modern auto service center in the fast-growing community of Lonsdale, MN. In 2015 Scott created the Auto Shop Owners Group on Facebook which today has nearly 4,000 members. Scott is also very active in the community, as he is currently a third term Lonsdale City Council Member, has held numerous leadership positions with the Boy Scouts and has served as a director of the Lonsdale Chamber of Commerce. Listen to Scott’s previous episodes HERE. John Eppstein is the owner of John’s Automotive Care in San Diego, CA since 1998, admits he was a better tech than a businessman but did something about it. One thing he credits for his success is making his customer his main focus. John was honored as the 2016 NAPA ASE Technician of the year. Hear John in our one on one interview in episode 119, 200 and Academy 003 on the Top Qualities of a Service Advisor. Listen to John’s previous episodes HERE. Key Talking Points: John added a second store in a ‘quick’, A very fast opportunity. He has a few regrets. One big one; never assume the previous shop’s obligations. John thanks his people for working hard to integrate his second store. Scott Pelava is considering adding a new service. Collision. There is only one collision shop is his town and 5 automotive shops. They are getting rid of the extra services they do that are not profitable. He doesn’t work on RVs in his lot one morning, but Gonzo says so many customers come back with an unrelated problem that they feel was your problem when their vehicle was in the shop. He makes it right and in his 30 years very seldom do those customers don’t come back. He says it is like loss leader money. DVI will help prevent some customers from coming back blaming the previous repair on the current problem. DVI will create a strong baseline for the condition of the vehicle when in the shop last. John takes pictures of the dash with the door closed and the vehicle running. Security systems in the shop can help to alleviate claims. I’m some cases you don’t even have to pull the footage as long as you have it the customer may retreat. People are not trying to be dishonest it is their perceptions on things. Some people enjoy the argument with you. As an industry, our image is all over the place. Every independent will have a different look. Your image should be designed to the people you are trying to attract. (your ideal customers) All independents represent each other. You need a professional look and feel looking to attract the female customer. Clean restrooms, flowers, plants, clean exterior, and interior. Scott Pelava paved his parking lot and it did wonders for his image and for his customers accepting the prices he charges. “Operation Blacktop!” Big curb appeal increase. It made noise in the community. Ask your training partners (suppliers and association) for the classes you need. John would not be there today with his association membership, involvement in his business development group, training he has been involved with. Including joining the leadership of your associations. Resources: Thanks to Gonzo, Scott Pelava and John Eppstein 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 The auto care industry is revving up. New technologies are changing cars and the way people use them. To stay in the driver’s seat of all these advancements, you need to take charge of your learning, your business and your legacy. That’s where the 2020 NAPA EXPO comes in. With help from industry experts and the best suppliers and manufacturers, the 2020 NAPA EXPO will provide the innovations and answers you need to charge forward into the future. This is your chance to: network with experts in the industry, discover the latest innovations that will help you stay market competitive, and learn more about the new products, services and equipment you’ll soon be using every day. Join us in Las Vegas, April 6-9, 2020! Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now. To learn more about NAPA AutoCare and the benefits of being part of the NAPA family, visit www.NAPAAutoCare.com. Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Tom Ham, with the help of his wife Deb, is the creator and owner of Automotive Management Network a 12,000 plus member website dedicated to the exchange of vehicle service management information. Tom got his start in the auto service industry pumping gas in the late 60’s. Tom and his wife operate Auto Centric, an import specialty shop in Grand Rapids, MI. Tom and Deb have five children including two sons and a daughter who served in the Iraq War as U.S. Marines. He writes extensively on industry topics. Discover Tom’s previous episodes HERE. Key Talking Points: Automotive Management Network releases one new survey every two weeks A great source of information on a variety of subjects. What quality employees want from technician’s perspective – Automotive Management Network Appreciation Are employers saying ‘thank you’ enough? Tom touches base with every employee every day- either face to face or digitally Pay 80% of aftermarket is not flat rate: majority pay is bonuses and incentives Are there enough cars to service Correct Equipment Clean Shop Organized, dry, warm, noise levels etc What are the most common reasons for technicians to be fired from a shop owners perspective Poor work quality Being late or not showing up to work at all Dishonesty- with both employees and employers Low production Refuses to follow shop policies and procedures Quitting technician job Not enough pay- but is improving due to supply and demand of technicians Employer dishonest Unfair pay system Labor time too low Employer/coworkers hard to work with As technician what would make you change jobs Health insurance No weekend/evening hours 401K Top complaints as a technician Cutting and reduced labor times Pay system Politics in large organization Tools required Health insurance Importance of training Tom pays $20/hour seat time for going to classes fo Link to Automotive Management Network HERE. Resources: Thanks to Tom Ham 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

Matthew Roayaee is franchise owner of Auto Check- Cypress Station in Houston, TX. Matthew’s shop is equipped to do ADAS calibrations. He says ADAS is the Next Big Thing. (ADAS- Advanced Driver Assistance Systems) Learn why Matthew Roayaee decided to invest in ADAS calibration. You’re going to get his perspectives on his challenges, what he recommends shop owners do to meet this head on and other wide open topics like barriers to entry, and training among other important issues. Check out Matthew’s other episodes HERE. Key Talking Points: Constantly reinvesting in business with the latest technology and machines Need the right tools and equipment to be efficient- employees come to work “to play” because they enjoy what they do Started doing work with ADAS in 2015 Marketed shop as ADAS calibration shop Vehicle re-calibration knowledge Example: 2015 Cadillac Escalade- has two sensors behind the bumper, if bumper needs to be removed for repair (change radiator) then calibration needs to be adjusted If the customer refuses calibration work then Matthew will do it anyway and will not charge because of safety issues OE Service Guides state car needs to be calibrated after certain repairs Training for ADAS- Vendor training (Worldpac) Many people do not know they have ADAS features. Learning curve Manufacturers need to improve the system for re-calibration- can currently take hours to accomplish Certification/state inspection for future Many customers don’t even know they have ADAS system in their car Should the independents hold ADAS classes once a month to counsel their customers on their tech features? Barrier to entry But many body shops cannot support ADAS Don’t have space required The technician needs to get paid at least $40/hour Equipment required Requirements Whoever does it must be properly trained and understand how the systems work Must have the right tools The right environment Air-conditioned Proper lighting Clean Enough space There are a few unknowns such as weather being a factor and being able to drive the car straight at XX miles per hour. A big challenge. Create a niche business to do ADAS calibration that will be supported by the marketplace. Fees for this commercial customers Camera calibration $170 Lane departures/blind spot $170 Front ADAS $350 OE Glass vs Aftermarket Prices of ADAS hardware is expensive today. Matthew is attending all ADAS training venues. ADAS if the next big thing. Resources: Thanks to Matthew Roayaee 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. Click to go to the Podcast on Remarkable Results Radio

The Panel are members of ATI’s female only twenty group the ‘Leading Ladies’. Pictured above Shelle Bennett, Judi Haglin and Kelli Weatherby. Judi Haglin and husband Dana own Haglin Automotive Inc., a full-service auto repair shop in Boulder, CO, and they’ve been leaders in the Boulder auto repair industry since 1981. Judi and Dana have a super working relationship and they pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture. They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Previous episodes HERE. Kelli Weatherby co-owner, with husband Lee, in Accurate Automotive, Inc. in Mesa, AZ. Accurate Automotive was founded in July 1994 Their time building Accurate Automotive, Inc. has been very adventurous. Along the way they have been fortunate to have received awards but mostly Kelli treasures her involvement in ATI and being a part of the sole all women 20 groups, Leading Ladies. Kelli is the mother of 2. Morgan (daughter), Corbin (Son) both married now and working in their careers. Corbin is a father of 3 which makes me a Nana who LOVES to spoil her little’s!!! Listen to Kelli’s previous episodes HERE. Shelle Bennett Mike’s Kars, Inc. Gettysburg, PA and her husband Mike purchased the business from Shelle’sparents in 2001. (Her parents started the business in the late ’70s.) Shelle joined the business in 2003 to help continue the transition from parent to child. As we transitioned, grew the business and made it more efficient, Mike needed another challenge and became a coach with ATI. At that time my parents had been out of the business for a few years and that left me at the helm. So … since spring of 2011 I have been solo – of course with Mike, my ATI coach and the Leading Ladies 20 Group a phone call or text away for support. The shop has 4 bays, 3 techs, 2 service advisors, 1 admin assistant. Key Talking Points: Women owners in an ATI twenty group. They work hard in their group and they have homework and it is frowned upon if it is not done. They’ll do a zoom meeting and they have a private Facebook Group. They collectively read a book and then discuss their take-a-ways. Business Culture is very important to this group. They love to talk business. Confidence is a great result of the twenty group. They’ve used the Bird Test to evaluate their compatibility to their teams and each other. Knowing each other’s unique and distinctive traits that clarify personality and innermost being. The power of the group is the group. We are safe inside the group. We have a safe learning environment. The secret to the success of the business is YOU. Give your team a voice in changes in the business. Too many shop owners do not have humility in order to make a change and grow their company. They need to look up and start to network. Start looking long term and not on getting out. This mentality will not help grow your business. Get involved locally. Fear of sharing holds shop owners back. There is enough cars/work for everyone. Business is a forever rollercoaster of opportunities and challenges Let your vendors know you are an open shop Technology will be an extremely important factor to pay attention to. E-commerce with parts buying issues will become factors in our business plans Installing customer parts will become an issue to deal with. Is it possible to sell ‘labor’ online and sell a package of hours to the consumer? Get in touch with Judi, Shelle, and Kelli via Carm’s email HERE. Resources: Thanks to Shelle Bennett, Judi Haglin and Kelli Weatherby for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Pete Meier is an ASE certified Master Technician and sponsoring member of iATN. He has over 35 years of practical experience as a technician and educator, covering a wide variety of makes and models. Now, as Director of Training for the UBM Advanstar Automotive Group, which includes Motor Age, ABRN, Aftermarket Business World and Dealer News, his primary goal is to bring working technicians the information they need to succeed. Listen to Pete’s previous episodes HERE. Key Talking Points: They are blessed that many of their contributors are working techs. They serve 100,000 shops in the United States which is why the accuracy of every article is critical. Pete needed new tires for this truck because in his own shop he does not have a tire machine. Purchased online with a 35% off coupon and set the appointment. Went to get tires changed- wanted alignment checked and had to ask to have it done Missed service opportunity No process for customer service Training for techs If you are employed at a shop that will not support time off for training or assistance in funding for training, there are a lot of other shops that will. Go find them. The only way to keep passion and rise in the industry, find a shop that mirrors your same passion and goals Shop owners- need to be a part of the industry advisory council for local high schools and colleges. Manage your customer service- test your culture Phone shop your locations Ask female to shop business to see how they are serviced Resources: Thanks to Pete Meier for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Subscribe to a mobile listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Al Haberstroh, a partner, and Chief Strategy Officer at MontAd Media, a data marketing company serving the auto aftermarket Al Haberstroh is a partner and Chief Strategy Officer at MontAd Media, a data marketing company serving the auto aftermarket. He has over 25 years of experience driving business for companies in the retail, manufacturing, and service industries. In his career, Al has developed numerous innovative, revenue-driving solutions for marketers of all sizes. He was an early adopter of content and database marketing and was instrumental in the development of two new proprietary marketing tools for the aftermarket; Shop Reach 360 and Audience ID. MontAd Media is the agency for the successful Know Your Parts Campaign developed for the AASA. Al and his team developed and manage the Know Your Parts website, which gets around 150,000 visits a month from repair professionals and high-value DIY consumers. Al is a frequent speaker and presenter at marketing and aftermarket events and is a former President of The Automotive Communications Council. Al’s Previous Episodes HERE. Key Talking Points: Tracking data- based on content and relevance Consumers do more research prior to purchasing anything-specifically for their vehicle make and model Discovered high demand in parts for August- might be a trend to monitor in years to come Using data for commercial target audiences, market planning, understanding consumer behavior Need to address what your audience is looking for “Know your parts” website Optimize content for problems the technician faces with parts- problem-solving content Control your own brand Your brand is every interaction you have with a customer-employees, physical building, social media, signage etc Resources: Thanks to Al Haberstroh for his contribution to the aftermarket’s premier podcast. Know You Parts Website HERE. MontADWebsite 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 This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group. He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest. I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership. John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. John is the author of the book: The Human Side, Human Touch Leadership in a High Tech World and the creator and thought leader behind the book: A Woman “s Perspective on Leadership!! An adjunct Professor at the University of the Aftermarket, listed in Who s Who in Training and Development and in the Automotive Hall of Fame. John is also an Executive Coach to many aftermarket leaders. Find John’s other episodes HERE. Order John’s books here: Orgdevgroup@gmail.com Aaron Shaffer began his career with KYB in 2002 as a Territory Sales Manager after working in several auto parts stores. In 2003, Shaffer was promoted to manage the introduction of KYB into an auto parts wholesaler with 300 locations. In 2004, he relocated to KYB’s headquarters in Addison Illinois, where he was named Customer Service Manager. In this role, he managed a team of 11, improving policies and procedures to adjust to KYB’s growing aftermarket business. Mid-way through 2005 Shaffer became KYB’s Marketing Manager. As Marketing Manager, his responsibilities included Advertising, Public Relations, and Pricing. He helped to create KYB’s first National Marketing Calendar, and was involved in many special projects including the launch of KYB’s complete corner assembly, Strut-Plus, and the introduction of KYB’s service provider-focused training initiatives. In 2010 Shaffer relocated to Washington DC to work directly with channel partners on the east coast. He assisted with KYB’s service provider training programs and was later promoted Business Development Manager, working directly with several key national account distribution partners. The Import Vehicle Community recognized Shaffer with the Young Executive of the Year Award in 2016. Shaffer recently moved to Indianapolis to work out of KYB’s North American Headquarters and was named the Director of Product and Marketing. He is responsible for new product development and introductions as well as marketing materials, national promotions and all public relations activity Shaffer holds a BBA in Economics from Northwood University. He is a lifelong automotive enthusiast and has been active in Motorsports competing in 24 Hours of Lemons events as well as racing sprint cars. Aaron is married to Jennifer Louie Shaffer. Key Talking Points: It helps the Mentee on the road to Self – Awareness !! Their Values, strengths, and areas that need improvement !! And probes what they are passionate about !! External self-awareness is how other people see us !! It is indeed a journey to learn about one”s self !! The goal is Professional and Personal Growth !! Only about 15 percent of the population has a true sense of Self- Awareness !!! It involves Trust and Courage !! Mentoring from both sides, people who have mentored me; Mike Howarth, Mac McGovern and Dr. John Passante and people I have helped and coached The importance of a plan and setting aside specific times to meet. Having a brief agenda is also helpful Always asking mentees questions, always challenging their thought process and most importantly standing with them when they fail. I believe that a lot of today’s younger employees really lack confidence. Importance of investing in people, because you can’t poach people who know more about your business Resources: Thanks toDr. John Passante and Aaron Shaffer for their contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers. Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them. Be socially involved and in touch with the show: Facebook Twitter Linked In Email Events Speaking This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com If you are not mobile, then listen on your favorite listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Carlo Sabucco started in 1994 after attending several years at Ryerson University for business. Thereafter graduated Mohawk college Automotive Tech Program. Carlo has devoted a great amount of time surrounding himself with some of the greatest shop owners in the market. Over the years, Carlo attended training from Bob Greenwood to Cecil Bullard, Dave Schedin, Elite and group process with Jim Murphy, thru to Kelly Bennett, now he is with ShopPros. Today Carlo operates Sils Complete Auto Care Centre, a successful 8 bay facility, approx 7,000 square feet on the east side of Oakville, Ontario. Learn of Carlo’s Previous episodes HERE. Key Talking Points: Never too late for change and transformation- “Involves making fundamental changes in how a business is conducted in order to cope with the shifts in the market environment” Are systems in place working? Where do you want business to go? Aligning yourself with right people to grow business? What is your 3-5 year goal? Almost sold the business to private venture- was able to see inside how a corporation works and the thought processes of the higher level executives Hired CEO coach to focus on business outside of being the owner Removed employees that did not match where the company was going- building a culture within the business for future Uses XT Profiles for new hires- online process and reports He is building his bench by interviewing candidates even if he doesn’t have an opening. Future goals Second location Merger and acquisitions with other independent shops as partnerships- profit sharing capabilities Vision 2019- investing in staff, shutting down shop and taking all employees to Vision 2019 Don’t be afraid of your failures Put ego aside, ask for help, and share failures to move forward Resources: Thanks to Carlo Sabucco for his contribution to the aftermarket’s premier podcast. Link to Sil’s Auto Centre 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 This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com If you are not mobile, then listen on your favorite listening app HERE. Click to go to the Podcast on Remarkable Results Radio

Bob Greenwood, AMAM, is President and CEO of Automotive Aftermarket E-Learning Centre Ltd and has over 40 years’ experience working with Independent shops developing their business to maximize business net income. Bob writes management articles for ASA’s magazine AutoInc and has developed live business management classes for ASA. He writes monthly management articles for Motor Age magazine in the USA and writes semi-monthly shop management articles for CARS Magazine. Bob’s previous episodes are HERE. Eric Ziegler owns and operates EZ Diagnostic Solutions Inc in Peoria, IL. Eric specializes in module programming, driveability, electrical and network systems diagnostics. Eric has over 30 years of experience as a technician with an extensive diagnostics background. Eric supports collision centers and auto repair shops and has one tech in his mobile diagnostic business. Eric Ziegler is an ASE Certified Master Tech • L1 Advanced Level Diagnostic Specialist • L2 Electronic Diesel Engine Diagnostic Specialist • L3 Light-Duty Hybrid & Electric Vehicle Specialist • ASE Certified Medium Duty Truck Technician. Eric is an ASE Recertified Advance Level L1 Master Technician who has spent a great deal of his career focusing on automotive electronics, engine management diagnostics, module programming, and network communication. In addition to owning and operating EZDS, Eric is an accomplished automotive trainer working for Automotive Seminars and the Driveability Guys training technicians in the latest diagnostic techniques and technologies throughout the Midwest and US. He regularly attends and trains at some of the automotive industries top training events like Vision KC, ASA ATE, Automechanika, NESSARA, AV Tech Expos, KOI, Indiana ASA and the CAN Conference. Eric’s previous episodes are HERE. Key Talking Points: Being business developers.Owners need to take inventory of the staff’s knowledge- where they are at, where they should be. Need to be a well-rounded team that trusts each other- employees having knowledge of both business and technical aspects of shop. “If you don’t believe in your people, why did you hire them?” Having a passion for the industry.Are you living your dream? Share your knowledge and develop others, become a mentor to the next generation. A passion for being a trainer can become a mentor figure when it comes from the heart. Who are the replacements for the current top-level industry trainers?We must start to pass this on and help the new generation. Eric’s story from his dad, a Caterpillar add:“In business as in life, there are no simple solutions, just intelligent choices”. -Caterpillar TrainingAttendance rates are down. Daytime training should rule so the trainer can have a life. One-day class should be $395-495 per person, minimum 20 per class and maximum limit. Some shops do not want to spend money on training, the younger generation would rather take an online class. People that need training the most are not at training seminars. Training is not an expense, it is an investment in business and investment in your future. Getting the most out of training classes.Study agenda ahead of time. Are the topics covered beneficial to your business? Confirm with the instructor. Great Idea! Twenty Style Group for Technicians “A Ten Group”Use Warranty Labor as a metric Hands-on Theory Lead my an industry instructor. Resources: Thanks to Bob Greenwood and Eric Ziegler for their contribution to the aftermarket’s premier podcast. Link to Automotive Aftermarket E-Learning Centre Ltd. HERE. Link to EZ Diagnostic Solutions 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 This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio

Kim and Rob Auernheimer own CS Automotive in Brentwood, Tennessee. CS Automotive was opened in October of 2006 in the back of the warehouse and now they call a 6,400 square foot, 10-bay shop home. Prior to joining husband Rob, in the business, Kim had a career in Real Estate and Commercial Property Management. In July of 2011, she stepped out from the background and joined her husband in the venture of creating an industry-leading, standout shop on a full-time basis. Listen to previous episodes HERE. Judi and Dana Haglin owners of Haglin Automotive Inc. is a full-service auto repair shop in Boulder, CO, they’ve been leaders in the Boulder auto repair industry since 1981. Judi and Dana have a super working relationship and they explain how that happens. There are certain rules that create harmony for them. They pay attention to details, share a core value; ‘Everyone Speaks’ that is part of their strong business culture. They received Motor Age’s Top Shop honor in 2015. Key to their success is they know their roles and together make a strong business owner. They say, “Fixing cars is secondary, we are primarily solving our customer’s problems”. Previous episodes HERE. Key Talking Points: For Kim and Rob, there are two different personalities. One at home one at work. Advice for successful communication- take a communication style to learn about each other and then learn how to have the others ‘conversation’. There is an episode on this topic, the DISC evaluation to best understand each other’s communication style. Understand strengths and weaknesses and how you can be efficient together as a team. See episode on DISC HERE. Work life and home life personalities often separated- being apart of both can be eye-opening and challenging Learn which buttons to press and not press, when to approach things and how to communicate with each other Wife has to still prove themselves to employees and spouse Have boundaries to prevent overflow of work-life spilling into home life together otherwise the work will never end- always be respectful and mindful of each other Don’t let business take over the family, you have business for the family and for your employees family and your customers Balance and keeping each other in check Knowing partners strengths and weaknesses to help better the business and customer service Look back as much as looking forward to seeing the progress and changes you’ve made Making decisions together Have to trust and support each other in order to make change in business, need one on one time together Reaching out and helping other businesses will only make the industry stronger Start with one new relationship at a times. Share in your success Recognize and appreciate your partner’s strengths. Let them do it. Advice for successful communication- take a personality test (DISC) to find out how you can be efficient together as a team. Know yourself and all of your team. See episode on DISC HERE. To make it work have your partners back. Don’t let the business take over your family. The marriage is more important than anything. Perfection does not exist. Look back and see where you came from. This will provide you with a perspective on your accomplishments together. Better together than apart. Resources: Thanks to Kim and Rob Auernheimer, and Judi and Dana Haglin for their contribution to the aftermarket’s premier podcast. Link to Haglin Autocare HERE. Link to C and S Auto 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 This episode is brought to you by Federal-MogulMotorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust. For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com and fmgaragegurus.com Click to go to the Podcast on Remarkable Results Radio