carmcapriotto

Thanks to our Partners, App Fueled and Shop Boss When car count dips and phones go quiet, the first call most shop owners make is to their marketing company. But what if the issue isn’t the marketing at all? In this episode, I sit down with Stan Stokes, creator of GuestX, to talk about a problem every shop owner faces but most misunderstand figuring out why leads aren’t turning into customers. Stan’s been deep in the world of marketing and operations for nearly two decades, and he’s built a tool that shines a light on what’s really happening between the phone ringing and a car showing up in your bay. We’ll dig into topics like lead quality vs. lead conversion, how your service advisors might be unknowingly costing you business, the difference between perceived and actual appointments, and why the phrase “price shopper” might be more excuse than reality. This episode isn’t about assigning blame. It’s about owning your process, getting real insight, and making the moves that will fill your bays with the right cars and the right customers. Thanks to our Partners, App Fueled and Shop Boss This episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you. Want to revolutionize your marketing? AppFueled does it all—email, text, app notifications, and even call center integration. Stop guessing and start connecting with AppFueled.com Lagniappe (Books, Links, Other Podcasts, etc) Guestx.com Show Notes with Timestamps Introduction and Sponsor Acknowledgements (00:00:01) Brian introduces the podcast, guest Stan Stokes, and thanks the sponsors.Stan’s Marketing Background and Industry Evolution (00:02:12) Stan shares his marketing experience, the shift from traditional to digital, and the importance of operationalizing data.Marketing vs. Operations: Who’s Responsible for Slowdowns? (00:04:19) Discussion about the misconception that marketing is always to blame when business slows down.Defining Leads and Conversion Rates (00:08:21) Stan explains the need to redefine "lead," discusses lead-to-customer conversion rates, and the importance of classifying calls.Consumer Behavior and the Myth of Price Shoppers (00:16:42) Explores why callers ask about price, the reality of “price shoppers,” and how service advisors should handle these calls.Common Service Advisor Mistakes on Calls (00:20:02) Analysis of patterns and mistakes service advisors make that cause shops to lose opportunities.Traits of Top Performing Service Advisors (00:27:24) Discussion on inherent and learned traits, comfort with conflict, and what motivates high performers.Right Person, Right Seat: Importance of Fit (00:37:24) The necessity of having the right people in the right roles and taking action when someone is a poor fit.Measuring and Improving Performance with Guest X (00:40:36) How Guest X helps shop owners measure booking rates, arrival rates, and process compliance.Daily Notifications and Actionable Insights (00:45:09) Description of the daily report Guest X sends, enabling proactive follow-up and process improvement.Perceived vs. Actual Appointments (00:48:25) The difference between real and “perceived” appointments, and why clear commitments matter.Controlling the Conversation and Listening Skills (00:54:18) Tips for service advisors on leading calls, scheduling precisely, and the importance of listening to understand.Summary and Closing Thoughts (00:56:47) Final takeaways: measuring output, effort, and potential; how to contact Stan and learn more about Guest X. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA Auto Care and NAPA TRACS This episode dives into the real challenges of scaling an automotive business. Shiju Thomas unpacks what it takes to grow successfully, especially beyond two locations, including stepping out of daily operations and focusing on leadership development, building a strong management team, and sustaining a consistent, positive culture. He emphasizes that growth should be driven by a desire to develop people, not just profits. It’s a must-listen for shop owners reflecting on why they want to grow and how to do it with purpose, clarity, and long term success in mind. Jason Brennan, Fine Tune Auto Service, Lansing, IL and Hobart, IN. Show Notes Watch Full Video Episode Introduction (00:00:00) Shop Branding Philosophy (00:01:09) Challenges of Scaling and Maintaining High Standards (00:03:23) Leadership Development and Delegation (00:04:39) Letting Managers Take Ownership (00:06:45) The Critical Role of People and Culture (00:07:53) Defining and Evolving Company Culture (00:09:48) Merging Cultures in Acquisitions (00:11:23) Choosing Not to Scale: Lifestyle Choices (00:15:45) Motivations for Growth and Professional Development (00:16:33) The “Why” Behind Shop Ownership (00:18:50) Altruistic Motivations Among Multi-Shop Owners (00:20:26) Branding and Reputation Management (00:22:05) Always Be Recruiting (ABR) (00:24:26) Balancing Owner Presence Across Multiple Shops (00:27:03) Lessons from Opening Additional Stores (00:29:09) Scaling Requires a Team, Not Lone Wolves (00:30:54) Are You Ready to Scale? Key Questions (00:31:52) Financial Readiness and Managerial KPIs (00:32:41) Developing Hungry, Humble, and Capable Managers (00:35:37) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on Twitter: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm Click to go to the Podcast on Remarkable Results Radio

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops. Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/ Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind To listen to more episodes, make sure and go over to iTunes and or Spotify. Don't forget to rate and review us! In this episode, Chris Cotton from Auto Fix Auto Shop Coaching delves into how auto repair shop owners can significantly boost business performance by diligently tracking and analyzing key performance indicators (KPIs) such as average repair order value, labor efficiency, and customer satisfaction scores. Chris breaks down each KPI, explaining how monitoring these metrics provides valuable insights into shop operations, helps identify areas for improvement, and drives better business outcomes. He emphasizes the critical role of using accurate data to inform decision-making, set realistic goals, and foster a culture of continuous improvement within the shop. Chris also explores the importance of effective marketing strategies in today’s competitive landscape. He shares practical tips for reaching new customers and retaining existing ones, highlighting the need for a strong online presence, positive reviews, and targeted advertising. To help shop owners maximize their marketing efforts, Chris recommends partnering with Shop Marketing Pros, a trusted agency known for helping auto repair businesses increase their visibility, attract more customers, and ultimately grow their revenue. Throughout the episode, listeners receive actionable advice designed to empower shop owners to make informed choices, streamline workflow, and enhance overall profitability. Chris’s insights provide a roadmap for shop owners looking to leverage data, improve operational efficiency, and implement successful marketing tactics to achieve long-term business growth. ​​Introduction and Sponsor Shoutout (00:00:10) Chris introduces himself, the podcast, and highlights Shop Marketing Pros’ impact on his shop’s marketing success. Series Recap and Episode Focus (00:02:28) Recaps episode one’s vocabulary focus; introduces episode two’s deep dive into understanding and acting on KPIs. Why KPIs Matter (00:03:36) Explains the importance of tracking KPIs, using analogies and real-life class experiences with shop owners. Objective Truths and Team Context (00:05:46) Discusses how KPIs provide objective data, guide decision-making, and help teams understand their performance. Essential KPIs Overview (00:06:47) Introduces the main KPIs to track, emphasizing their role in profitability and shop management. Average Estimate (00:07:57) Explains the significance of average estimate as a measure of hidden sales potential and technician/advisor teamwork. Average Repair Order (00:09:08) Covers the importance of average repair order, its relation to service types, and benchmarks for different shop types. Labor Hours per Repair Order (00:10:10) Describes labor hours per repair order, its impact on efficiency, and target benchmarks for various shop categories. Labor Gross Profit Margin (00:12:29) Highlights labor margin as the top profit driver, common pitfalls, and the importance of optimizing this KPI. Parts Gross Profit Margin (00:13:39) Stresses the need to monitor parts margin, use matrix pricing, and avoid uniform markups. Car Count (00:14:18) Discusses car count, the dangers of high volume with low repair order, and the need for balance. Tech Efficiency and Productivity (00:15:02) Advises on tracking technician efficiency, sharing data with techs, and starting performance discussions early in the week. Closing Ratio/Estimate Approval Rate (00:16:19) Explains closing ratio as an advisor accountability metric, how to track it, and what target percentages to aim for. Common KPI Mistakes (00:17:36) Lists frequent mistakes: infrequent tracking, not knowing calculations, failing to act on data, and letting emotions override numbers. Action Steps for KPI Success (00:18:34) Provides actionable steps: build a scorecard, choose top KPIs, assign ownership, set targets, gamify, and review regularly. Conclusion and Final Sponsor Mention (00:21:35) Wraps up with a call to action, another sponsor shoutout, and encouragement to use KPIs for business growth. Connect with Chris: AutoFix-Auto Shop Coaching www.autoshopcoaching.com www.aftermarketradionetwork.com 940-400-1008 Facebook: https://www.facebook.com/AutoFixAutoShopCoaching YouTube: https://bit.ly/3ClX0ae Email Chris: [email protected] The Aftermarket Radio Network Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. Click to go to the Podcast on Remarkable Results Radio

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound Watch Full Video Episode I want to discuss the benefits of the recent camping trip my wife I and enjoyed in Northern Michigan. As our listeners well understand - we talk a lot about getting outside our comfort zones on this podcast - and while that is usually in the context of practicing our communication skills - Today - the topic is more about stepping AWAY… Part Deux: Immerse: In my reading I learned about a term called the “Three Day Effect” when reading Michael Easter’s - The Comfort Crisis. The idea refers to the benefits of spending at minimum - three days immersed in nature to reboot. Goal 1 is important to achieve and goal 2 Immerse ourselves in nature were rooted in this quest to experience the “Three Day Effect’ ourselves. In short - we’ve done our research and learned that South Manitou Island is a really great spot to do all those things - but still have some access to basic needs if we require it. With the exception of food - there is potable water and a bathroom available on the island near the ranger station. Betsy and I hiked about a mile to the Bay area campgrounds, selected an amazing site where the forest meets the beach - and adjacent to one of the usable firepits. The temps were cool. Low 60’s High. the low 50’s overnight. Our tent setup was great - our food container tight (to prevent chipmunks a.k.a. micro-bears) and our first day explorations were inspiring- well over 10 miles of hiking - views were a bit limited from haze produced by the Canadian wildfires - but the air quality was good - so we were pleased and just marveled at the views we were treated to. The island is visible from the mainland, but the views of the dunes are uniquely awesome when you are standing on them looking in on the island. I could mention the waist high poison Ivy - the mosquitoes - and the Rather funny, but what I loved the most - was the challenge it was to find good down-and-dead wood for a fire. I had only a Leatherman with a small saw. We didn’t need a fire - as we carried a small stove and fuel - but we had resolved to go swimming in the lake… and that water, my friends… is cold. We wanted some ‘heat’ insurance. Day one - we decided against swimming - as we just didn’t anticipate how difficult it was to make a decent fire. Day two - it was cloudy and cool - but not as much haze. We put less pressure on ourselves for exploration but easily hiked over 8 miles - and this time found some really great branches for a fire that would last. The last part of our hike consisted of carrying armfulls of branches and logs. I mention this because this is when I really felt my mind stop tracking on ‘other’ things. A simple - old as time task - like finding firewood on a remote island was … rewarding. The reward was mostly manifest in the return of our resolve to plunge into the lake water. The water temp is cold-plunge ready at this time of the year - low to mid 50’s (F) That’s pretty cold on a breezy, cloudy day with the air temps in the low 60s… But in we went! I’ll be clear - we did NOT stay in the water long. Nonetheless - as we walked back to the campsite a few hundred feet away, we did not feel cold. Just… really refreshed. The air we had thought cold before - was no longer. To keep a long story short - I’ll say that we enjoyed a great fire that night… but noted our food would run out if the weather became too rough overnight. We had been told by the ranger on our arrival to return to the ferry dock early on our last day so that the boat doesn’t get damage due to an easterly current. (it bangs against the dock). That night - it rained - not hard - but it was cool, windy, and steady drizzle. The morning was damp - chilly - and our food supply was dwindling to a point that if the ferry couldn’t return today - it’d be a bit of a bummer! Fortunately - the ferry arrived - and we made our way back to the mainland where we enjoyed a stay at an old hotel - and a few great meals. In summary: The Three Day Effect - it WORKS. While re-engaging on that particular weekend was disappointing with sad news in the world - and other variables - we are already looking forward to our next adventure and encourage anyone who needs a break to do so - in nature - unplugged! Link to Scarcity Brain by Michael Easter https://a.co/d/ad2Xv7h Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound: The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace. AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software! Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. Contact Information Email Craig O'Neill: [email protected] Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA TRACS, and Today's Class Recorded at the NAPA NOW Event, this episode explores the "Slow Down, Move Over" (SDMO) initiative, a vital traffic safety campaign focused on protecting roadside workers, emergency responders, and stranded drivers. It highlights the dangers these individuals face, including staggering statistics on injuries and fatalities. The conversation underscores the importance of driver awareness, professional training for tow truck operators, and the use of technology like Safety Cloud, which warns motorists of roadside hazards. Real-life stories add emotional weight, while fundraising efforts support awareness and aid impacted families. The message is clear: slowing down and moving over saves lives. Lauren Briggs, Sales & Marketing Director. NAPA Auto Care Ryan Ouellette, Strategic Account Manager, AAA Kristi and Donnie Hudson, Troy Auto Care, Troy, MI. Kristi and Donnie’s previous episodes HERE Dawn Ray, Manager, Automotive Preferred Supplier Programs, AAA Show Notes: Watch Full Video Episode Introduction (00:00:00) Overview of SDMO Laws (00:03:52) Training and Safety for Roadside Workers (00:07:08) Roadside Fatalities and Prevention (00:12:28) NAPA’s Involvement and Industry Support (00:13:41) Fundraising and T-Shirt Campaign (00:15:04) Safety Cloud Technology Integration (00:19:36) Need for More Roadside Signage (00:21:30) Expanding Awareness & Shop Involvement (00:23:01) Communication and Stop-and-Block Practice (00:23:40) Personal Impact and Survivor Stories (00:27:44) Customer Education and Roadside Safety (00:30:01) Care, Custody, and Control Protocol (00:31:15) Call to Action & Final Thoughts (00:33:01) Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: The Aftermarket Radio Network: https://aftermarketradionetwork.com Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on X: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our partner Promotive In this second part of our 2025 Benchmark series, Hunt Demarest, CPA, with Paar Melis and Associates, breaks down performance trends by region, shop size, and shop type, using real-world data from auto repair businesses across the U.S. Key points: Regional profit trends with the West leading and the Southeast laggingWhy higher productivity—not labor rate—drives better profitsHow overhead impacts small versus large shopsShop type breakdown: general repair, diesel, and EuropeanHow to use benchmarks effectively without overanalyzingDownload your free 2024 Automotive Industry Benchmark Report: https://info.paarmelis.com/2024-automotive-industry-benchmark-report2025 Benchmark Report Part 1: Biggest Changes, Key KPI's and Trends [E175]: https://huntdemarest.captivate.fm/episode/2025-benchmark-report-biggest-changes-key-kpis-and-trends-e175 Thanks to our partner Promotive It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com. Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online: www.paarmelis.com Email Hunt: [email protected] Text Paar Melis @ 301-307-5413 Download a Copy of My Books Here: Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partner, NAPA Autotech Training Key Discussion Points:Introduction & Personal Anecdote Explains his motivation for visiting a quick lube shop: to observe different shop practices and customer experiences. The Quick Lube Experience Initial Interaction: Shop employee questions the high mileage (300,000) on Matt’s Honda and suggests a possible engine replacement.Upsell attempts begin immediately, including high-mileage oil with unverified fuel economy benefits.Air Filter Upsell: Employee claims a dirty air filter significantly impacts fuel economy—Matt debunks this myth, citing modern mass airflow sensor engines.Notes that restricted air filters may improve fuel economy or have no effect.Cabin Air Filter Incident: Employee misgenders Matt’s son (who has long hair) while accessing the glove box.Matt critiques the approach, suggesting gender-neutral language when interacting with customers.Coolant Flush Upsell: Employee claims the coolant should be flushed annually (without evidence) and criticizes another shop’s pricing.Matt finds this tactic dishonest and unprofessional, especially without knowing the specifics of the previous service. Industry Critiques & Observations Upselling Tactics: Questions whether misleading claims (e.g., air filters hurting fuel economy) stem from lack of training or corporate policy.Criticizes the focus on commission over honesty.Bashing Competitors: Disapproves of shops disparaging others based solely on price without understanding service details.Argues this erodes customer trust and harms the industry long-term.Customer Interaction: Highlights the importance of transparency and avoiding gender assumptions.Reflects on whether exaggerated "skill level" claims (e.g., "this was really hard to do") build customer confidence or backfire. Listener Engagement Asks listeners to share their experiences:Have you visited other shops as a "regular customer"? What did you observe?Do you reveal your industry background, or play along to see how you’re treated?How do you handle unethical practices when you encounter them? Closing Thoughts Reiterates refusal to badmouth competitors or compete on price alone.Advocates for integrity, proper training, and focusing on quality repairs. Call to Action:Share your stories: Email Matt at [email protected] or message via Facebook. Thanks to our Partner, NAPA Autotech Training NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details. Contact Information Email Matt: [email protected] the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

If you’ve ever felt like your Google Ads were rockin’ one month and dead the next, you’re not crazy, and you’re not alone. In this episode, I’m joined by two of my favorite people, our COO, Hallie Wasinger, and lead CSM, Danni Marks, as we unpack the wild ride that is Google Ads. This isn’t a blame game or finger-pointing session. It’s an honest, behind-the-scenes look at what happens when ad performance drops, whether it's caused by us making strategic changes or Google flipping switches behind the curtain. From the algorithm updates that wrecked March 2024 to the subtle behavioral shifts we’re seeing now in 2025, we cover it all. You’ll hear why turning off your ads when things get tough might be the worst move, how Local Services Ads (LSA) are stepping in to fill the gap, and why online scheduling isn’t just convenient, it’s essential. We’ll even dig into how your website content and your service advisors' phone skills could be the hidden heroes or villains in your marketing success. This episode is sponsored by Shop Boss. Shop Management software that works the way you need it to right out of the box. Are you ready to convert clients to members? App Fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.com Lagniappe (Books, Links, Other Podcasts, etc) GOOGLE LOCAL SERVICES ADS Google’s Local Service Ads – Everything You Need To Know - Blog Google’s New Local Service Ads: What Auto Repair Shops Need to Know Having Patience With Google Ads With Hallie Wasinger Patience is Key With New Google Ads - Blog Show Notes with Timestamps How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded at the Institute Summit 2025, this episode features brothers Jason and Patrick Brennan in a powerful conversation on leadership, innovation, and growth in the automotive industry. Jason emphasizes redefining training through real-world rehearsal practice for service advisors and technicians, and using “education” language to promote a culture of ongoing development. Patrick brings his marketing expertise to the table, stressing the importance of reputation management and direct response strategies for businesses. Together, they explore how strong leadership, peer networking, and a healthy company culture attract talent and fuel long-term success. Jason Brennan, Fine Tune Auto Service, Lansing, IL and Hobart, IN. Show Notes Watch Full Video Episode The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/ Introduction (00:00:00) Transition from Plumbing to Automotive (00:02:05) Customer Service and Service Advisor Training (00:03:01) Training vs. Education in the Industry (00:05:15) Reputation Management (00:07:58) Daily Training and Rehearsal Practices (00:09:28) Improvements from Training and Peer Critique (00:12:17) Team Building and Individual Improvement (00:14:08) Teaching as Mastery and Knowledge Sharing (00:22:12) Defining Success and Perseverance (00:23:08) Peer Review and Networking Groups (00:25:16) Innovation and Customization in Business (00:29:36) Attracting and Hiring Smart People (00:30:05) Marketing Strategies for Shops (00:31:42) Organic Social Media and Community Building (00:33:32) Work-Life Balance and Turning Points (00:34:10) Joining Peer Groups and Business Turnaround (00:35:36) Leadership Development and Delegation (00:37:07) J Closing Reflections and Family Involvement (00:38:05) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on Twitter: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm Click to go to the Podcast on Remarkable Results Radio

The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops. Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that’s just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/ If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn ​In this episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching dives deep into the common communication challenges that auto repair shops encounter on a daily basis. Recognizing that miscommunication can lead to costly mistakes, frustrated employees, and dissatisfied customers, Chris emphasizes the importance of establishing a strong foundation of shared understanding within the team. To address this, he introduces 30 essential industry terms that every shop should know, aiming to help teams develop a common language, minimize confusion, and streamline shop operations. Throughout the episode, Chris shares practical tips for fostering clear and effective communication among team members. He discusses strategies for ensuring that everyone—from service advisors to technicians—understands key operational and performance metrics, such as average repair order (ARO), car count, gross profit, and labor hours. By breaking down these terms and their significance, Chris empowers shop owners and staff to make informed decisions and work more cohesively. Chris also highlights the importance of choosing the right communication methods for different situations, whether it’s face-to-face conversations, digital messaging, or written documentation. He explains how selecting the appropriate channel can prevent misunderstandings, speed up workflow, and enhance overall shop efficiency. Sponsored by Shop Marketing Pros, this episode is packed with actionable strategies designed to help shop owners strengthen team collaboration, elevate customer service, and drive sustainable business growth. By building a culture of clear communication and shared knowledge, auto repair shops can not only improve their internal processes but also deliver a superior experience to their customers. Introduction and Sponsor Message (00:00:05) Coach Chris introduces the podcast, outlines its focus, and highlights the episode sponsor, Shop Marketing Pros. Series Launch and Communication Focus (00:01:19) Chris explains the start of a new series, apologizes for previous technical issues, and emphasizes the importance of shop communication. Common Communication Problems in Auto Shops (00:02:20) Discussion of how most shop issues stem from poor communication, not technical failures. Consequences of Poor Communication (00:03:31) Explains how miscommunication leads to comebacks, wasted time, lost sales, and burnout. Types of Communication Problems (00:04:34) Breakdown of wrong communication methods, improper language, and poor listening in shops. Fixing Communication with Shared Language (00:05:31) Stresses the need for a shared vocabulary and alignment among team members. Challenge: Assess Team Understanding of Terms (00:06:26) Chris challenges listeners to test their team's understanding of 30 essential shop terms. Essential Auto Repair Terms: 1–5 (00:07:20) Defines repair order, digital vehicle inspection, flag hours, flat rate, and can job. Essential Auto Repair Terms: 6–10 (00:08:22) Explains comebacks, diagnostics, parts margin, labor rate, and technician notes. Essential Auto Repair Terms: 11–15 (00:10:32) Covers deferred work, estimate/quote, OEM parts, aftermarket parts, and drivability concern. Essential Auto Repair Terms: 16–20 (00:12:39) Discusses upsell, bay utilization, conversion rate, labor hours per repair order, and average estimate. Essential Auto Repair Terms: 21–25 (00:14:47) Details average repair order, gross profit, technician efficiency, technician productivity, and work in progress (WIP) screen. Essential Auto Repair Terms: 26–30 (00:15:59) Covers dispatching, multi-point inspection, cores, maintenance schedule, and warranty work. Final Thoughts and Call to Action (00:19:27) Encourages clear language, invites feedback, and gives a final sponsor shoutout. Closing Remarks (00:20:22) Coach Chris signs off, wishing listeners a great day. chris autofixsos.com Phone: 940.400.1008 www.autoshopcoaching.com Facebook: https://www.facebook.com/AutoFixAutoShopCoaching AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbookChris Cotton Click to go to the Podcast on Remarkable Results Radio

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound In our episode today… I want to discuss the benefits of the recent camping trip my wife and I enjoyed in Northern Michigan. As our listeners well understand - we talk a lot about getting outside our comfort zones on this podcast - and while that is usually in the context of practicing our communication skills, today, the topic is more about stepping AWAY… Specifically from people, electronics, and modern comforts or modes of transportation, and instead highlight the benefits of immersing yourself in nature and rebooting your mind. My wife, Betsy, and I did our stepping away together by stepping onto a ferryboat and taking a nearly 2-hour trip West into Lake Michigan. We traveled from Fishtown in Leland (tip of the pinky on the Michigan map) and docked at South Manitou Island, where we would hike and camp with only the things we carried. South Manitou is a 10-mile circumference, barely inhabited island in the Sleeping Bear National Lakeshore. Its pristine fresh water is as blue as the Caribbean, just not as warm! If our adventure intrigues you, you’ll enjoy this episode, as I hope to challenge and encourage you to seek out a similar type of adventure, as well as learn why I think this topic merits greater emphasis in our modern lives, now more than ever. Today’s WOTD is: Garrulous GAIR-uh-lus adjective Containing many and often too many words.Talkative. Verbosity. “He delivered a rather garrulous speech.” Some Context: This camping trip has been on the calendar for me and my wife most of the year. Our anniversary gift(s) to ourselves has involved a mix of ordering camping gear online -to frequent trips to REI. What’s important to note is that I have virtually no real experience ‘camping’ or ‘backpacking.’ Sure, I am into rucking as a fitness regime, and that builds strength to carry heavy loads long distances - hiking and backpacking involve practical gear, and as light a load as you can possibly make to bring what you need to survive. Our goals were threefold. 1.) Unplug and disconnect from devices, noise, and distraction 2.) Immerse ourselves in nature 3.) Reboot and return refreshed - with the “Three Day Effect” (which we’ll explain) My hope was that this will improve for my wife and I both, our creative minds, our ability to focus and solve problems, and in general become more adept with backpacking and camping to take longer adventures together! UNPLUG: On the goal of disconnecting: Listen. I’ve felt like stepping away from constant connection for a while now. I’ve done something of an Irish Goodbye with Facebook. That is, I never said anything, I just sort of left it. There are so many reasons, many of which our Speak Up listeners are familiar with. Despite benefiting from a social media presence in my career, I am no fan of social media. I could tell you more about alarming statistics of wasted human time (i.e. that the equivalent of 200,000 entire human lifetimes are spent endlessly scrolling social media) I could talk about how companies like Meta are harvesting every piece of data they can about you to manipulate you to a.) spend more time on their ecosystem and b.) spend money with their advertisers. I could tell you I’m sick of being distracted… But the real catalyst for me was regarding some exchanges I observed among even respected friends. Public disputes were becoming more common - toxic groupthink was becoming more normalized - and antithetical points contrary to topics we cultivate and invite guests to discuss on this show were becoming more popular. The argument that “we need to be the good we want to see” in order to produce better online interactions is not, I repeat, NOT a valid point when the platform is deliberately engineered to harvest your information, manipulate, and distract you. While I am open to participation in an online forum to stay connected with my far away friends, I don’t know of such a platform So I left. Sometime back in May. I mention this - because when people say “Unplug” they often think about it in terms of a social media break. No no. I knew I was craving MUCH more than that. In the months I’ve been off social media, I have celebrated happy occasions, mourned the loss of loved ones, enjoyed success in my occupation, traveled to another continent, and eaten amazing meals with wonderful people, and yet… all this while remaining present has been my goal. Achieving varying degrees of real presence… I think… is nearly as exhausting as being distracted. And make no mistake. I am an extroverted personality! I think this is rather profoundly true for a lot of us, and may be something to consider on why you may catch yourself endlessly scrolling, instead of asking yourself “What am I looking for?” Try asking yourself, “What are you looking to escape?” The answers may not be obvious - but what became clear to me in my reading these past few years - is that we are made for nature. We are made for nature and yet - so much of what we cultivate removes us from that ecosystem. I will say - I was disappointed to learn that our cell phones still had a signal on the island - at some spots (which were noted by the notifications we received if the phones were left on as we crossed a point that had a signal). Thus - I turned off my device. Instead - I enjoyed relying on a “Camp Snap” camera for the occasions I wanted to capture an image. (Camp Snap cameras are like old school disposable cameras - but they are digital and you don't throw them away. The point is they have no screen to distract you and you don’t look at your pictures until after your trip! Nostalgic low tech fun! https://www.campsnapphoto.com/ Contact Information Email Craig O'Neill: [email protected] Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA TRACS, and Today's Class The automotive parts industry faces a disproportionately high return rate compared to other sectors, driven by misdiagnoses, improper installations, and fraudulent returns. This creates a significant financial burden on manufacturers and the entire supply chain. In this podcast, the guests explore these challenges and emphasize the need for stronger collaboration and communication between manufacturers, distributors, and repair shops. They advocate for a “Check the Part” initiative, encouraging thorough quality checks, proper documentation, and accurate diagnosis to reduce return rates. By adopting these strategies and leveraging technology, the industry can improve profitability, reduce inefficiencies, and boost customer satisfaction. Ryan Kooiman, Director of Training, Standard Motor Products. Ryan’s previous episodes HERE. John Carney, President, FDP Friction Science Michael Campana, Sr Manager of Quality Engineering, Dorman Products Show Notes: Watch Full Video Episode https://checkthepart.com/ Introduction (00:00:00) Impact of Warranty Costs and Identifying Return Reasons (00:04:40) Retailer Trial and Measurable Impact (00:06:37) Installation Best Practices and Logical Steps (00:07:55) Potential for QR Codes and Technology in Returns (00:08:40) Manufacturer Feedback and Data Analysis (00:10:41) QR Code Campaign and "You Can't Know Everything" (00:15:59) Challenges with Technician Compliance (00:17:32) Box Swapping and Manufacturer Mismatches (00:20:39) Distribution Verification and Fraudulent Returns Statistics (00:21:36) Invalid Warranty Returns and Used OEM Parts (00:23:12) Reverse Distribution Inefficiencies and Cost Impact (00:24:28) Compressor Kits and Professionalism in Installation (00:26:14) Manufacturer Analysis and "Check the Part" Awareness (00:28:16) Actionable Steps for Installers and Documentation (00:29:01) Communication Between Shops, Distributors, and Manufacturers (00:31:55) Feedback Loops and Continuous Improvement (00:33:30) "Check the Part" Campaign Resources and Recognition (00:35:37) Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: The Aftermarket Radio Network: https://aftermarketradionetwork.com Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on X: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our partner Promotive It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com. Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online: www.paarmelis.com Email Hunt: [email protected] Text Paar Melis @ 301-307-5413 Download a Copy of My Books Here: Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partner, NAPA Autotech Training Key Takeaways: Survey Demographics & Limitations Skewed Representation: 62% of respondents had 20+ years of experience, while entry-level and mid-career techs were underrepresented. Geographically, responses were heavy in the East/Midwest but sparse in central/western U.S.ASE Certification Bias: 80% of respondents held ASE certifications, contrasting with the broader industry (only ~25% of U.S. technicians are ASE-certified). Fanslow urges broader participation for accurate data. What Technicians Want Proper shop equipment (87%) – Includes OE tools (e.g., GTS+ for Toyota/Honda), ADAS calibration tools, and powertrain tables 210.Paid vacation (83%) and retirement plans (72%) – Fanslow notes ambiguity in definitions (e.g., weeks offered) and calls for industry standardization.Paid training (65%) – Despite high demand, many techs underutilize training opportunities.Hourly/salary (majority) > hourly + production bonus (25%) > flat rate (20%). Fanslow attributes this to desire for stability, especially in rust-prone regions where labor guides may be unrealistic. Industry Pain Points Low Satisfaction: Only 49% would recommend their shop to a friend. Poor communication (30% approval) and inadequate mentorship (<30%) are key issues.Urgent Needs: Higher pay (78%) – Fanslow advocates for cost-of-living-adjusted wages over raw dollar comparisons.Better benefits, tool allowances, and management (13–14%) – Vague but critical for retention. Call to Action Increase Survey Participation: Fanslow urges technicians to join WrenchWay (free) to amplify diverse voices, especially from underrepresented regions/experience levels.Shop Owner Accountability: Recommends transparent conversations about compensation, equipment, and mentorship programs to address dissatisfaction. Notable Quotes “4700 respondents is impressive, but in a field of 800,000 technicians, it’s hardly a scratch.” – Matt Fanslow “If you’re not paying attention to cost-of-living-adjusted wages, you’re missing the point.” – Matt Fanslow Actionable Insights For Technicians: Join WrenchWay to contribute to future surveys. Advocate for clear career paths and training at your shop.For Shop Owners: Benchmark pay against local cost of living. Invest in OE tools and mentorship programs to retain talent.Industry-Wide: Address communication gaps and collaborate with schools to improve perceptions of the trade (only 25% of shops support local schools). Thanks to our Partner, NAPA Autotech Training NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details. Contact Information Email Matt: [email protected] the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

August might feel far off, but now’s the time to get your marketing dialed in. Back-to-school season, college car checkups, fall event prep, it’s all coming fast. Brian Walker and Caroline Legrand break down what shop owners should be doing in June to stay ahead of the game. You’ll hear why now’s the time to smooth out your schedule for slower months, how to build campaigns around national days (yes, even Tug of War Day), and what themes you can tap into to keep your shop top-of-mind. If you’re looking for simple, practical ideas to stay ahead, fill your bays, and have a little fun doing it, this one’s for you. Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more at RepairPal.com/shops. Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your customer loyalty app. Visit Appfueled.com Lagniappe (Books, Links, Other Podcasts, etc) August Social Media Content Topics Days of the Year National Calendar Show Notes with Timestamps Introduction and Sponsor Thanks (00:00:10) Brian introduces Caroline, thanks sponsors, and sets up the episode’s focus on August marketing preparation.August Marketing Overview & Back-to-School Themes (00:00:59) Discussion of August marketing, back-to-school prep, safety, community drives, and planning for fall events.Planning Ahead for August & September (00:02:15) Emphasizes planning marketing in advance, scheduling repairs for slower months, and balancing shop workload.August Monthly Themes (00:04:40) Covers National Dog Month, Happiness Happens Month, and National Back to School Month as social media topics.Back-to-School Drives & College Car Prep (00:06:05) Ideas for school supply drives, prepping college students’ cars, and timing service appointments.August Weekly Observances (00:07:37) Highlights National Management Training Week and its relevance to fall conference season and staff training.Drive Sober or Get Pulled Over Campaign (00:08:24) Discusses the national safety campaign before Labor Day and ways shops can promote safe driving.National Composites Week (00:09:28) Educational opportunity to discuss vehicle materials, composites, and new trends in automotive manufacturing.National Aviation Week & Coast Guard Day (00:11:18) Ideas for local collaborations, celebrating aviation, Coast Guard, and sharing personal or community stories.Stop on Red Week & School Zone Safety (00:14:23) Promoting back-to-school safety tips, school zone awareness, and safe driving reminders.Sturgis Motorcycle Rally & International Clown Week (00:14:59) Mentions the Sturgis Rally and shares humorous stories about clowns, with ideas for lighthearted shop content.August Days of the Month Overview (00:17:01) Notes that August has fewer auto-repair-relevant days, but highlights a few for creative marketing.Worldwide Web Day (00:17:22) Encourages shops to promote their websites, run scavenger hunts, or highlight online content.National Coast Guard Day & Purple Heart Day (00:18:02) Opportunities to honor military service members and veterans in the community.International Coworking Day (00:18:33) Spotlights teamwork within the shop, highlighting staff collaboration and camaraderie.National Nonprofit Day (00:18:54) Showcases shop involvement with local nonprofits and community engagement.National Vlogging Day (00:19:05) Encourages shops to create and share video content, leveraging video for marketing.National Delivery Driver Appreciation Day (00:19:28) Recognizes delivery drivers, both for parts and gig economy, with potential promotions or appreciation posts.National Tug of War Day & Rock Paper Scissors Day (00:20:15) Fun team-building activities and social media content ideas for shop staff.National Petroleum Day (00:21:12) Industry-relevant day to create engaging or educational content about petroleum and automotive services.Back-to-School Car Care Campaigns (00:21:29) Ideas for car care packages, safety checks, and promotions tied to back-to-school season.Hosts’ Favorite August Marketing Days (00:22:19) Brian and Caroline share which August days they’d choose for shop marketing, adding a personal touch.Closing & Outro (00:23:13) Thanks to sponsors, encouragement to listen to other podcasts, and final sign-off. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded at Vision Hi-Tech Training & Expo, Ben Dexter sheds light on a common issue: many shop owners are only scratching the surface of what their shop management systems can do. From underutilized tools to overlooked processes, this conversation uncovers the true value of role-based training, strategies for better customer communication, why profit should be seen as a healthy business goal, the impact of digital vehicle inspections (DVIs), why strong service advisors are essential, and the crucial role of inventory control in shop performance. Whether you’re a shop owner, service advisor, or team leader, this episode offers practical takeaways to help your business thrive. Ben Dexter, National Training Manager, NAPA TRACS. Find Ben's other episodes HERE Show Notes Vision Hi-Tech Training & Expo: https://visionkc.com/ Shop Management System Utilization (00:01:21) Shop Owner Mindset and Growth (00:02:56) Labor Matrix and Pay Structures (00:04:39) Communication and Transparency (00:06:21) Profitability and Professionalism (00:07:45) Customer Experience Focus (00:08:36) Inventory Control and Efficiency (00:09:30) Inventory Management Best Practices (00:10:58) Parts Stocking and Human Error (00:11:21) Balancing Inventory Investment and Efficiency (00:13:07) Service Counter and Customer Experience (00:15:41) Workflow, Process, and Flowcharts (00:20:07) Role-Based Training and SOPs (00:23:23) AI and Shop Management (00:26:45) Interview Process and Diagnostic Challenges (00:29:20) Service Counter Accountability (00:31:56) Breaking the Cycle and Seeking Help (00:34:17) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on Twitter: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm Click to go to the Podcast on Remarkable Results Radio

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound Watch Full Video Episode Email-Seriously! In many business conversations the first correspondence is often by email and it is NOT going away anytime soon. While YES email in general has MANY problems there are still professionals who are more responsive to emails than texts or phone calls. We’ll be talking about email in terms of impressions, practicality, and interactions. I’ll lay a few ideas out and then we’ll discuss some best practices for team ownership so email correspondence doesn’t result in dropped balls. Today’s WOTD is: Eloquent We’ll define our word - after we hear a word from our sponsors who make this show possible! adjective: marked by forceful and fluent expression, an eloquent preacher: vividly or movingly expressive or revealing, an eloquent monument On Making an Impression: In the aftermarket - and countless other small businesses - it is very common to see email interaction with people using public domain email addresses. This can be the casual: .gmail.com / .icloud.com / .yahoo.com | The older… @aol.com / @hotmail.com / @netscape.com. Or - what I will simply call “serious” emails - those that use their own custom domain names. While we ALL use some casual and older email suffix - I want to raise a few points to help you consider moving yourself or your organization to owning, maintaining, or providing your own email domain. There is just no denying the casual nature of the suffix, and it feels like an afterthought in business settings if you’re still relying on .gmail… Sending an email with a link from your shop? Best if it is not from [email protected]. If you’re networking, applying for a job, or running a transaction - a more “serious” email suffix does appear more professional, stands out, and builds trust. Is it a game changer? Not always - but like any other feature of a business, it is a factor in how you are being perceived. Communication goes far beyond the words we use - and absolutely involves our outward appearances - even our digital appearance. With most every inbox - before every subject -is the address the email is from. On the older suffixes, it’s commonly joked about, but there are strong assumptions that if you have an AOL email address today in 2025 - you most likely no long care that “you’ve got mail” and you probably won’t check it either. Is it fair? No maybe not - but I can speak from experience on this. If you are working with a client using older emails like AOL - and you must email them - I’m a big fan of calling to let those individuals know to check their email… in most cases. If you’re offended by this and you use an AOL email - go ahead and send an email to [email protected] and… be sure to leave me your number! In all seriousness - if we are engaging via email - it is almost always for a transaction or in some form of a professional capacity and less likely for personal correspondence… Which leads me to a best practice I’ve encouraged for nearly a decade. Create standardized company emails for EVERY employee. I came across a shop doing this just this morning. It is RARE to see this. EVERY employee in the shop that had a user in the system they all had an email address from the organization. Advisors and Techs! I’ve seen many shops that have communication specialists who are given a business email - but almost always the service specialists are using a generic email - often with some inappropriate names… Follow me on this. This goes well beyond appearance -staff that have a need to correspond with a vendor or partner are best to be doing so with an email that proves their employment. Why? Think about it. If you have individuals with their own emails functioning as established employees - do your vendors know when they are no longer employees? Businesses that provide employees with emails have 100% control over that email being disabled if the employee is no longer with the business. In our ever increasingly technological field- this has ramifications on a wide variety of partnerships, tool access, and security credentials. The sheer volume of applications and software platforms that you may need to manage logins with can be managed much easier if you know automatically - the email that they were granted access with. Which leads me to practicality: When I am working with people - they typically have to administrate users in some form. It is rare that a file is on hand with the proper contact records for an employee. In a recent example - there were some decent human resource records - and the owner used those to start logins. When the email verification (a necessary security measure today) went out - it was revealed that many of the people on the list no longer had access to the personal emails they had once upon a time provided to the organization. In all businesses - there is a need to communicate things to entire teams. While group texts can suffice - larger organizations cannot send mass texts out to employees. They can however email employees to addresses that the organization provides. This is more secure - and more structured to go along with expectations. Working in software - all my team members are expected to receive and respond to emails, and high volumes of professional correspondence are done through that channel. Professional emails can get cluttered - but the clutter is manageable. Personal emails are almost always cluttered - and important things can get buried far easier. The last thing I want you to consider is how our team manages inbound emails that are to a generic email. I.e. [email protected]. I was recently at a shop that had an old computer still plugged in and running so they could still access the email on that computer. I probed - and learned that the email application “Thunderbird” was logged in with the shop email - but no one knew the password or could access the password. The shop had been sold and was under new ownership - and the owner didn’t remember the password either. I genuinely didn’t have a solution for them - but knew that they will soon be getting a new email. The thing is- I’ve struggled with this too. In the late 90s through the 00’s - I was still doing a terrible job with emails. It was a total afterthought - and it seemed like the passwords were always getting changed. You know the feeling. You get a phone call and someone says something like “I emailed you two weeks ago and never got a response.” This is no longer an option today - as people are all giddy over AI phone assistants that will answer questions after hours… missing an email was a moment that mattered. The problem at the root of these scenarios is that a bunch of people are owning one email. You have heard it said - if everyone owns it, no one owns it? Well this creates a real mess. The best practice out of this is simple. #1 - Create emails for all of your team members in your own domain. #2 - Create a workspace - i.e. google #3 - Create a group email - group emails are different than a user - for example - we have “[email protected] - I see that email as well as many of our team members - #4 - Make a standard policy for responses. I.e. For us a [email protected] email gets replied to by Chan - and he makes the reply to the sender and the group - so all members of the group know it’s been handled. (or he’ll email the group and say he’s got it - and reach out directly to the individual) There are other ways to accomplish this - i.e. .icloud from Apple has simple domain custimizability- but I wouldn’t know about that due to my eagerness to avoid throwing money at apple. Google isn’t much better -but it’s the devil I know! For myself - I purchased my domain from “Iwantmyname” - and chose to use that domain with Google Workspace. The domain I use cost $20 a year. The users in workspace cost $14 per month. (going up soon…) It’s NOT serious money. For an organization - it’s a small cost - and ought to be recognized as a cost of doing business. - The workspace also comes with work calendars - internal chat - and a variety of other applications to keep your team in touch with each other and the people who you do business with. Something to add? Something you’re curious about? Something you’d like to talk about? - email me here: [email protected]. We appreciate hearing from you on anything that helps - or suggestions on topics you’d like to hear us discuss on the show that will help you on YOUR communication journey! We appreciate hearing from you on anything that helps, or suggestions on topics you’d like to hear us discuss on the show that will help you on YOUR communication journey! Contact Information Email Craig O'Neill: [email protected] Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA TRACS, and Today's Class In celebration of ten years of podcasting, Carm Capriotto reunites with early guests—Dwayne Myers, Clint Dudley, and Gene Morrill—to reflect on their original episodes and the evolution of their businesses. The episode explores their growth over the past decade, the vital role of coaching, continuous education, and adapting to industry changes such as labor rates and operations. Emphasizing the importance of strong processes, community, and putting people first, the conversation highlights how shared experiences and lifelong learning drive success in the automotive repair industry. Clint Dudley, Shade Tree Auto, Grimes, IA. Clint’s previous episodes HERE Dwayne Myers, Dynamic Automotive. Dwayne’s previous episodes HERE. Gene Morrill, Certified Automotive in Glendora. Gene’s previous episodes HERE Show Notes: Watch Full Video Episode Introduction & 10th Anniversary Kickoff (00:00:00) Early Podcast Episodes & Guest Introductions (00:01:11) Podcast’s Impact & R&D Philosophy (00:03:19) Dwayne’s Journey & Business Growth (00:05:28) Podcast as a Turning Point (00:06:36) Clint’s Growth Story (00:08:10) C Gene’s Reflections & Downsizing (00:10:06) Family, Health, and Work-Life Balance (00:11:33) Memorable Moments & Industry Changes (00:14:31) Evolution of Podcast Formats (00:16:02) COVID-19’s Impact on Business (00:21:09) Transition from Technician to Business Owner (00:21:58) The Value of Coaching & Peer Groups (00:22:52) Coaching vs. Expert Help (00:25:59) Learning from Other Industries (00:27:30) Giving Back & Mentoring (00:28:48) Industry Stats: Fuel, Wages, and Labor Rates (00:30:50) Shop Owner Burnout & Value Pricing (00:34:50) Business Education for Shop Owners (00:36:09) Language Shift: The Rise of the Specialist (00:38:36) Rising Costs & Labor Rate Realities (00:42:42) Legacy of the Podcast: Making People Better (00:44:53) Final Words & Takeaways (00:49:23) Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: The Aftermarket Radio Network: https://aftermarketradionetwork.com Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on X: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our partner Promotive Planning for taxes shouldn’t feel like rolling the dice. In this episode of Business by the Numbers, Hunt walks through how smart shop owners use real data, not hope, to forecast and manage their tax obligations all year long. Why Q2 and Q3 are the real moneymakers for accurate tax forecastingWhen it actually makes sense to buy that truck for the write-offHow and when to adjust your tax estimates (and why it matters)The truth about retirement contributions as a tax strategyCommon mistakes shop owners make by skipping tax planning Thanks to our partner Promotive It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com. Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online: www.paarmelis.com Email Hunt: [email protected] Text Paar Melis @ 301-307-5413 Download a Copy of My Books Here: Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Have you ever met someone who just gets it, like, really understands what it takes to create a business people rave about? That’s exactly who Brittany Hodak is. And thanks to Kim Walker, who nailed it as the host of this episode of the Auto Repair Marketing Podcast, we get to hear Brittany drop insight after insight that every shop owner needs to hear. Kim sets the stage perfectly, bringing her passion and real-world experience into the conversation. The energy between her and Brittany is electric, and the value they deliver? Next level. Brittany breaks down what it means to turn your customers into superfans, not just repeat clients, but people who shout your name from the rooftops. And let me tell you, this isn’t fluffy theory. She gives real, actionable advice that hits home for our industry. From the power of storytelling to how to destroy customer apathy, this episode is packed with takeaways you can use. If you’re ready to stop being just another shop and start being the shop, this one’s your playbook. It’s about way more than fixing cars, it’s about building a brand, creating a connection, and delivering a customer experience that people can’t stop talking about. Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more at RepairPal.com/shops. Declined repairs don’t have to be lost revenue. AppFueled’s call center schedules follow-up calls and equips your team with everything they need to close the deal. Get started now at appfueled.com Lagniappe (Books, Links, Other Podcasts, etc) Brittany Hodak - websiteFollow Brittany on Instagram and DM her “elevator” and she will send you her resource to help you identify areas in your shop where you can improve the customer experienceFollow Brittany on Instagram, Facebook, YouTube Show Notes with Timestamps Introduction (00:00:01) Introduction to the podcast, episode number, and guest, Brittany Hudak.Sponsor Acknowledgments (00:00:32) Thanking sponsors RepairPal and App Fueled, with brief sponsor messages.Vision High Tech Expo Experience (00:01:09) Kim shares her excitement about hearing Brittany speak at Vision and the impact of her talk.Brittany’s Background & Customer Experience Roots (00:02:08) Brittany discusses her background, her father’s influence, and her passion for customer experience.Industry Event Attendance & Community (00:03:27) Discussion about the small percentage of the industry attending events and the value of community.Brittany’s Book & Super Approach (00:04:30) Introduction of Brittany’s book "Creating Superfans" and the SUPER framework.Shark Tank & Notable Clients (00:04:30) Brittany’s Shark Tank experience and work with high-profile clients like Dr. Pepper and Dolly Parton.Dolly Parton Stories & Imagination Library (00:06:10) Brittany shares personal stories about working with Dolly Parton and the Imagination Library.Branding & Audience Engagement (00:09:18) Kim discusses Brittany’s branding, engaging presentations, and the importance of thoughtful design.Uranus Fudge Factory Marketing Example (00:11:15) Brittany recounts her visit to Uranus, Indiana, and its memorable marketing approach.Overcoming Customer Apathy (00:12:58) Brittany explains apathy as the biggest threat to shops and how to combat it with unique experiences.Learning from Other Industries (00:16:43): How auto shops can learn from remarkable experiences in other industries and tourist attractions.Sponsor Messages (00:18:03) Additional sponsor messages for RepairPal and App Fueled.SUPER Framework & Storytelling (00:20:09) Introduction to the SUPER framework, with emphasis on the importance of storytelling in branding.Customer Experience & Chewy.com Story (00:24:57) Brittany shares her Chewy.com experience, highlighting the power of personalization and customer care.Personalization & Memorable Touches (00:29:34) Examples of small gestures (like Hot Wheels cars) that create lasting customer loyalty.Avoiding Common Mistakes in Creating Superfans (00:35:47) Mistakes companies make, such as lack of personalization and misuse of AI, and how to avoid them.Final Thoughts & Resources (00:39:17) Brittany offers a free resource (slow elevator guide) and shares where to find her online.Podcast Closing (00:40:50) Kim wraps up the episode, thanks Brittany, and provides information on where to find the podcast. How To Get In Touch Join The Auto Repair Marketing Mastermind Group on Facebook Meet The Pros Follow SMP on Facebook Follow SMP on Instagram Get The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded live at the Institute Summit 2025, explore what it truly means to stand out in today’s evolving automotive industry. Cecil Bullard covers major industry shifts, including electric and autonomous vehicles, the growing influence of private equity, and the increasing specialization of shops. Cecil also opens up about leadership, mentorship, and the personal habits that drive success, such as effective time management, the power of “mindless work,” and adapting communication styles using tools like the DISC profile. Packed with real-world advice on business planning, self-belief, and resilience, this episode is essential listening for industry professionals aiming to thrive and lead amidst ongoing change and innovation. Show Notes Watch Full Video Episode The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/ Introduction to the Episode (00:00:00) Getting to Know Cecil Bullard (00:01:49) Advice and Mentorship (00:04:49) Industry Trends and Technology (00:05:19) Specialization and Shop Survival (00:06:42) Time Management and Productivity (00:08:05) Stop Stopping: Overcoming Self-Limitation (00:09:56) Personality Types and Communication (00:11:26) Future of ADAS, EVs, and Specialty Shops (00:16:56) Private Equity and Industry Consolidation (00:18:25) Shop Valuation and Selling (00:20:53) Planning for Succession and Exit (00:28:22) Mentorship and Coaching (00:31:07) Lessons to Younger Self (00:33:04) Wealth, Security, and Time (00:34:10) Career Path and Commitment (00:37:42) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on Twitter: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm Click to go to the Podcast on Remarkable Results Radio

Thank You To Our Partners, The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound Watch Full Video Episode The idea for this episode came from an inquiry originating with one of my colleagues. They had read an AI description of how a check-in process would work within a software platform, and he rightly reached out to me to check to see if the AI response was accurate. It was not accurate - it was pure fiction. It was worth probing why this was important, and this colleague was getting questions from shops more regularly about the ability to do a “walk out” or Curbside check-in or initial inspection when greeting customers at their vehicle. If this is something you or your team have been considering - I’m going to encourage you to hear me out, and I’m going to leave you with some important questions you can use to discuss if this is a good idea for your shop… or perhaps, determine it isn’t. Today’s WOTD is: Stringent adjective Strict, precise, and exacting. “The process has some very stringent requirements.” I’m going to refer to any form of vehicle side check-in process as “curb-side” check-in for this conversation - but the idea for this form of greeting the customer at their vehicle comes in many permutations, few of them involve an actual curb. Many businesses feature some form of drive-up or drive-thru service. Restaurants being one of them, but in our conversation, I’ll focus on vehicle-centric businesses, which I feel are common, and show us plenty about what works and what doesn’t. 1.) Dealerships 2.) Car Washes 3.) Airport Car Rental Returns (No, I am not going to mention quick oil change lanes … not because it isn’t potentially relevant… but because I have never used a quick lube… really!) Most of the time I find myself having a conversation about curb-side checkins, one of my clients at Autoflow will have had a dealership experience of their own. (There are many reasons independent shop owners visit our dealership friends… but the majority of the time it’s when they are confronted with a vehicle recall.) It was a positive experience for them, and quite… nice! The dealer process begins with pulling into a large, bright, clean, well lit multilane drive up queue. It can be impressive. I’ve recently participated in one of these, and will explain more on my experience later. Why is this so common, and why is it so impressive? Think about the dealership service model. (Which by the way - is expanding, as sales become more challenging, look for dealers to compete more aggressively for service work in today's market) Dealers thrive with a longstanding reputation of being the best place to bring a vehicle for training, tooling, and quality parts. You have a new vehicle that needs service, you take it to the source (for you, the place you bought it.) Your entry into the facility is as simple as pulling up to an automated door. You enter, and it almost feels like your vehicle is on something of an assembly line. The vehicle is scanned, and you are greeted. The advisor has a tablet in hand - they confirm a few things, and then they usher you into a gorgeous waiting area, where you are quite sure you can survive in comfort, with enough food and drink to last several days. Next is the car washes: My son has managed a local car-wash, and this is one of the types that offers memberships, and has a relatively complicated screen based check in system if you don’t have a membership. Frequently, the staff are greeting customers and helping them through the screen prompts, and of course, at the tunnel you have the task of guiding people into the wash safely… boy do we hear stories about THAT! Lastly, I’ll mention Airport Car Rental Returns. Traveling a great deal in my present role, I’ve become quite familiar with the car rental scene, and in particular, returning the rentals. It’s one of the only parts of the process that is almost always completely smooth. Staff guide you to a spot, greet you, and ask how things went. As you collect your things, they scan the car back, they remind you not to take the key, and they confirm you are all set, and point you to the terminal at the airport. OK - I’ve described three very different scenes. Now let me ask you a question. Which of those three scenes do you think will most consistently generate the best conversations? The dealer lane? The Car Wash? Or the Car Rental Return? Let me tell you from my experience… it’s the Car Rental Return!!! Before you disagree with me or say “Well Craig… that’s a CHECK OUT, not a CHECK IN…” That.. Is part of my reason for building into this topic this way, and starting with that question. Conversation is not important to all customers, but for me, it is an absolutely critical part of building rapport, getting to know the client, and making sure they feel great about coming back again. Let me ask another question: What are most interactions like in the dealer lane? For me, they are always rushed. When you are in a place that feels like an assembly line, the last thing people like me want to do… is hold it up. Maybe that’s me. And my wife. We walk FASTER when we are in a crosswalk and traffic is waiting. That’s our personality, (We both tend to be people pleasers who avoid conflict) But the truth is this - I do NOT want to make people upset by doing something wrong in a system I am not familiar with. In the dealer pull in - I feel rushed. But that is somewhat beside the point. In this environment, what is our dear dealer advisor focused on? The device in their hand and the prompts on the screen. Any attempt on my part to engage in conversation is stop-start. Next Question then: What are you hoping to improve by greeting people on the vehicle side? Seriously. Another question. Is it for improving your process, or is it for improving the guest experience? Is your guest experience improved by you being present at their vehicle, tablet in hand? Consider those a moment - but let's consider the Car Wash next. My family shop enjoyed having a car wash two doors down the street. They had people out there with a stack of cash for change, and a bar of soap to write on the window the level of wash you selected. They were great. Today, tablets dominate the scene, and the interface from the new car-wash chain (which also bought up the car wash near our family shop) is a complicated one, which frequently entices you to join as a member. My son working as a manager became very aware that the car wash prompts on the screen were too complicated, and he consistently became a lead salesman for the memberships because he learned to engage clients warmly and help them. He skillfully greets people in an affirming way - and succinctly guides them to any deals that benefited them, and by being affable earned tips regularly.. But he is something of an anomaly, as the checkin flow of a car-wash is designed for efficiency and moving as many cars through as tight as possible. It’s a convenience business - not very conversational - and rarely relational. So here - Tablets and Screens actually DO seem to slow the customers down - and WOW it gets frustrating when you have more people behind you. A question: Is it safe for staff to be around a vehicle being operated by clients? When you are on foot around vehicles operated by members of the general public - my friends… you MUST be on guard. My sincere and strong advice if you are considering greeting people at their vehicles - train your team on a plethora of best practices to stay safe and verify vehicles are in park, off, or whatever. The general public is prone to grave error in operating vehicles when they are in an unfamiliar setting and doubly so if they feel anxious due to perceived pressures. The stories of mishaps from the car-wash have been entertaining some days, but severely worrisome on others. Let's tie this in with some observations that curb the effectiveness of curbside check-ins. Most shops are not trained for relational interactions. And curbside check-in has a digital context that puts the focus on the vehicle, not the person. THIS HAPPENS AT THE COUNTER TOO!! Put a tablet in someone's hands, though, and it becomes more transactional, and screen prompts are often too stringent. If a client starts talking about symptoms, and the advisor is still on a prompt where they are looking to enter something like mileage, they are not listening, and most likely missing key details or requiring our customer to repeat themselves when they properly recognize our compromised attention. The primary reason most shops are attracted to the curb-side is to reduce steps. Since advisors are often asked to get proper vehicle plates and VINS- they need to be at the car anyway, so this combines tasks. Implemented poorly, this feels like a quantity focus - not quality focus. 3.) Environments are not always favorable to this. Remember, it is impressive in dealerships because of the place itself, not so much the process. Most independent shops have not the budget or the land area to create large pull in bays that are have no lifts, and no productive capabilities. Thus you are typically outdoors if you are doing curb side - which half the year in Michigan is too cold, and the other half is hot and humid. Either extreme will leave you eager to carry your conversation in a more controlled environment. Those are a lot of cons. What about the pros? My opinion is just that - my opinion. But I caution making major investments or changes aimed at the curbside without clearly identifying what your purpose is behind it. I’ve tried many times in my career, way before technology ever offered purported solutions, to achieve a check-in process that was more personal and undocked from the counter. All my efforts resulted in more double entries, slower detail gathering, and less fluid conversations. In conclusion, I want you to think about the Car Rental Return - and why I’ve seen more genuinely warm conversations (in short time frames) there. 1.) The transactional stuff is done already. 2.) Natural curiosity generates questions They never even mind when I walk around the car documenting the condition for MY protection. I usually feel really good walking away from the car… Unless it’s to a shuttle bus that is needed to get me to the terminal.. Oh man, do I like the airports that have the rental facilities attached! Something to add? Something you’re curious about? Something you’d like to talk about? - email me here: [email protected]. I’d love to hear if your shop has been successful with curb-side check-ins (or checkouts!) And tell me if you call it curb-side or something else, for that matter! We appreciate hearing from you on anything that helps, or suggestions on topics you’d like to hear us discuss on the show that will help you on YOUR communication journey! Contact Information Email Craig O'Neill: [email protected] Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partners, NAPA TRACS, and Today's Class Recorded live at the NAPA NOW event, a panel of industry experts, including Robin Cowie, film producer and former leader of the Madden NFL game franchise, discusses how the NAPA Autotech XcceleratoR Program will revolutionize automotive technician training. This extended reality solution replaces traditional classroom learning with immersive, real-world simulations, enabling faster skill development, higher retention, and reduced training time from months to days. The panel highlights the program’s impact through honest technician beta feedback, showcasing its ability to enhance certifications, boost shop efficiency, track technician progress, attract new talent, and ensure ongoing education and proficiency. Matt Crumpton, Director of Program Development, NAPA Auto Care Robin Cowie, Creative Technologist AI, VR, AR, content Producer/Director. https://robincowie.com/ Daryll Caughron, NAPA Autotech Training Jim Przybylski, NAPA Autotech Training Show Notes: Watch Full Video Episode https://napaautotechxccelerator.com/ Robin Crowley's Background (00:01:30) Virtual and Augmented Reality Experiences (00:03:53) Partnership Development (00:05:09) Industry Challenges (00:07:00) Accelerated Training Concept (00:08:22) Recruitment and Apprenticeship Programs (00:09:40) Assessment in Training (00:10:13) Importance of Skill Assessments (00:15:37) Immersive Learning Experience (00:16:42) Gamification in Training (00:17:34) Phygital Learning Concept (00:18:38) Certification and Progress Tracking (00:19:43) Technician Skill Refreshers (00:23:00) Feedback from Auto Care Council (00:24:17) Tech Assist Overview (00:25:07) Efficiency and Workflow Improvement (00:27:24) Tech Support Integration (00:28:35) Structured Data Utilization (00:31:01) Dad’s Influence on Learning (00:32:10). Program Launch Details (00:34:27) Target Launch Timeline (00:37:23) Continuous Improvement (00:40:05) Industry Challenges and Opportunities (00:42:27) Integration with Robotics (00:43:58) Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: The Aftermarket Radio Network: https://aftermarketradionetwork.com Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Subscribe on YouTube: https://www.youtube.com/carmcapriotto Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ Follow on X: https://twitter.com/RResultsBiz Visit the Website: https://remarkableresults.biz/ Join our Insider List: https://remarkableresults.biz/insider All books mentioned on our podcasts: https://remarkableresults.biz/books Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom Buy Me a Coffee: https://www.buymeacoffee.com/carm Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our partner Promotive Expanding your auto repair business is an exciting venture, but it brings forth critical decisions, especially regarding entity formation. In this episode of Business by the Numbers, Hunt Demarest, CPA at Paar Melis and Associates, delves into the complexities of creating a new entity for your business expansion. Key Topics Covered: Ownership Implications: Understanding how different ownership structures affect your decision to form a new entity.Legal Considerations: Evaluating the legal protections and liabilities associated with separate entities.Tax Implications: Analyzing the tax benefits or drawbacks of establishing a new entity.Operational Costs: Assessing the administrative and financial costs involved in managing multiple entities.Strategic Decision Making: Guidance on making informed choices tailored to your business's unique circumstances. Thanks to our partner Promotive It’s time to hire a superstar for your business; what a grind you have in front of you. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com. Paar Melis and Associates – Accountants Specializing in Automotive Repair Visit us Online: www.paarmelis.com Email Hunt: [email protected] Text Paar Melis @ 301-307-5413 Download a Copy of My Books Here: Wrenches to Write-OffsYour Perfect Shop The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio

Thanks to our Partner, NAPA Autotech TrainingKey Takeaways:Ubuntu – What It Means Ubuntu is an African philosophy that translates to "I am because we are."It emphasizes collective success: "I succeed because you succeed."Matt discovered the concept through a documentary on the Boston Celtics. Lessons from the Boston Celtics The Celtics’ success was built on teamwork, sacrifice, and shared goals.The "Big Three" (Paul Pierce, Kevin Garnett, Ray Allen) were asked by Coach Doc Rivers: "What are you willing to give up to win?"Unlike professional athletes, most employees don’t have financial security, making true teamwork harder to achieve. Applying Ubuntu in the Auto Repair Industry Success in a shop depends on collaboration, not just individual performance.Leaders must foster a culture where employees support each other’s growth.Challenges:Money can distort priorities—owners and employees must trust that success will be shared.Transparency is key—profits should lead to better pay, equipment, and shop improvements. The Risk of Greed & Lack of Accountability Some owners struggle to share profits even when business improves.Employees may also lose integrity if incentives aren’t aligned with teamwork.Solution: Clear structures (bonuses, profit-sharing) that reward collective effort. Building a Winning Shop Culture Invest in team development—better tools, training, and processes.Encourage knowledge-sharing instead of hoarding skills.Success isn’t zero-sum—multiple shops can thrive without undercutting each other. Actionable Insights:For Owners/Managers: Back up "team-first" talk with real profit-sharing and shop improvements.Show employees how their sacrifices lead to shared rewards. For Technicians/Advisors: Support colleagues—helping others succeed lifts the whole shop.Push for transparency if incentives feel unbalanced. For Everyone: Watch sports documentaries (like the Celtics’ story) for leadership lessons.Adopt Ubuntu: "I am better because we are better." Listener Q&A Submission: Have a question for Matt? Email: [email protected] Contact Information Diagnosing the Aftermarket A - Z YouTube Channel Subscribe & Review: Loved this episode? Leave a 5-star review on Apple Podcasts and Spotify The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/ Click to go to the Podcast on Remarkable Results Radio